顺时百度负面信息处理公司

酒店危机公关手册

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  CRISIS MANAGEMENT 危机公关

  TABLE OF CONTENTS 目录

  1. Introduction 简介 01 01

  2. Crisis Communications Principles 危机公关原则

  ROLES & RESPONSIBILITIES 角色& 职责 3. Guidelines for a Hotel PR Representative 酒店公关代表指导方针 4. Crisis Communications Action Sequence 危机公关行动步骤 5. PR Information Collation – Coordination with Operations 公关信息整理—与运营管理之协调 6. What to do when the Media Turns up 媒体应对 7. Managing a Press Conference 记者招待会 07 13 15 02 03

  Guidelines for Spokesperson 代言人指导方针 8. Interview Tips for TV, Radio and Press 9. Do’s and Don’ts 20 20

  PROCEDURES & PROCESSES 政策&程序 10. Media Call Screening 媒体来电 11. Clearance Process for Media Releases 媒体发布程序 12. Call Channeling 电话沟通渠道 22 24 26

  CRISIS MANAGEMENT 危机公关

  TABLE OF CONTENTS 目录

  SCENARIOS, TOOLS & TEMPLATES 预测场景、工具& 格式 13. Holding Statements and Q&As 组织陈述 以及 问&答 a) Fire/Explosion/Minor Injury 火灾/爆炸/轻微伤害 b) Food poisoning/Water contamination 食物中毒/水污染 c) Political Unrest 政治动乱 d) Rape 强奸 e) Bomb Threat 爆炸 恐吓 f) Epidemic/Infectious Disease 流行性疾病/传染病-禽流感 – Avian Influenza 14. Terrorism Reporting 恐怖主义报道 15. Web Logs 网络日志 Media Log Sheet 媒体登记表 52 55 57 30 34 36 38 40 42

  CRISIS COMMUNICATIONS PRINCIPLES 危机公关原则

  This Crisis Communications Manual, is an addendum to Inzone tourism group high-star hotels operation &development Administration Incident & Crisis Manual Asia Pacific. It contains a set of procedures for the hotel PR Manager to guide him/her in communicating with the media during and after a crisis. 本危机公关手册致力于银座旅游集团高星级酒店发展部应对所属酒店危机事件及危机管理之准则,包括 指导本部之所属酒店公共关系经理处理应对危机媒体公关以及危机后媒体公关的处理。 The PR Manager should familiarise himself/herself with the Crisis Communications procedure. 要求酒店公共关系经理必须熟知危机公关程序。 Please contact at tel: mobile: for further clarification. 如有任何疑问请致电银座旅游集团高星级酒店事业部公关联系人:xxx 电话 :000000 手机 000000 Crises attract considerable media interest and scrutiny. The public will form an impression of the crisis and Inzone tourism group high-star hotels operation &development Administration from the way media enquiries are handled. Badly handled, the media can damage the reputation of our administration far more than the crisis itself. Therefore, it is vital that all media enquiries are handled efficiently and in a timely manner. 危机事件非常吸引公众的视线。因此从我们如何处理媒体询问的方式上公众就足以形成对此次事件的认 识以及对银座旅游集团高星级酒店事业

  部的印象,如果处理不好,媒体的报导比危机事件本身更可能损 害本部的形象。因此,所有的媒体询问都必须得到及时有效的处理是至关重要的。

  Crisis Communications Principles 危机公关规范准则

  Handling a crisis requires common sense at lightning speed. The first principle is to respond quickly and to do what is right for those affected. The Crisis Response Team (CRT) should operate under the premise that if it is doing what is right for the “victims”, it is doing what is right for the company and its reputation. The same messages should also be incorporated into all company communications relating to the crisis. 处理危机事件需要光速的反应加上众所周知的常识。第一原则就是要反应迅速,对受影响的人采取恰当 的做法。酒店 CRT(危机处理小组)的处理前提就是安抚“受害者”,以采取的行动对企业利益以及企 业声誉是最好的保障为前提。该宗旨同样适用于涉及危机之所有所属企业的公共关系准则 Always consider the following key messages in any communications: 在任何信息沟通中永远考虑下列关键信息 

  Safety of staff and consumers 保护员工及顾客安全 Security of our assets 保护财产安全 Protocol of action 按制定的计划行动

  The Crisis Response Team will operate under the following principles: 危机处理小组应在下列原则下处理危机事件:

  CRISIS COMMUNICATIONS PRINCIPLES 危机公关原则

  

  The health and safety of our consumers, the public and our employees come first. We will offer help immediately and communicate it showing sincere concern for those affected and a desire to help in any way possible. 客人,公众和员工的健康和安全排在首位,及时向事件中受影响的人员竭尽全力的提供力 所能及的协助,并向他们致以最真切的关怀。

  

  Response must be rapid. We will acknowledge the situation to all audiences, including the media, quickly. We will be judged on how we handle the crisis during the first critical minutes and hours. 反应必须迅速。及时向包括媒体在内的所有公众公布最新的状况。能否在第一时间做出反应 会被作为是否恰当处理危机的判断标准。  

  We will always tell the truth, and we will not make up answers in the absence of fact, under the pressure of questioning. 我们会永远公布实情,绝不在缺少事实依据和外界质询的压力下编造谎言  

  We will notify upper class administration of the situation and our actions (personally, not through the media). 我们会告知上级行政主管单位发生的事件及我们采取的行动(亲自通知而非通过媒介曝光) 

  We will conduct the first press briefing as soon as is practicably possible and provide media updates on a regular basis. 我们会尽可能快的准备新闻简报并定期提供媒体最新信息  

  Crisis communi

  cation starts with top management; therefore, wherever possible, we will provide access to company leaders and specialists. 危机信息沟通总是源于高管层,因此,只要可能我们会及时与公司领导和专家进行沟通。

  CRISIS COMUNICATIONS ACTION SEQUENCE 危机公关行动步骤

  The demands upon the hotel PR Representative become more intensive during a crisis. The checklist below outlines the action steps to be taken by the Hotel PR Representative before, during and after a crisis. 危机时期对酒店公关代表的要求相应增加,酒店公关代表需在危机前、危机中、危机后按照以下提纲式 目录所列步骤展开行动: Keep in close touch with the Crisis Response Team. Constantly update yourself with crisis developments, actions taken. Know what to say, when to say it, who should say it and who to communicate with. 与危机处理小组保持密切联系。熟知危机发展以及所有行动措施,知晓“需要说什么,何时去说,谁将 去说以及与谁进行沟通交流。” Responsible for media management 负责媒体管理 Craft key messages for the media 媒体关键信息编纂

  Brief the spokesperson 给发言人做简报 Collate media queries 整理媒体询问 Develop media responses through collated feedback from internal and external sources 通过内、外反馈意见资源信息的整合发展媒体回应

  -

  Coordinate Press Conference (if held) and media interviews 组织记者招待会(若需举行)以及媒体采访

  Before a potential crisis – get prepared 潜在危机发生之前---做好准备

  Prepare initial holding statements; get approval from senior management (your GM and/or RGM ) and Inzone tourism group corporate communications and public relations as required), legal authorities and relevant third parties, if any 准备发言稿;经管理层(总经理/住店经理)以及银座旅游集团高星级酒店事业部、法律权威专家审 批。 Anticipate and prepare for possible issues 预知以及准备任何可能发生的议题 Prepare Q&As 准备问题&答案 Establish a strong media network 建立强大有力的媒体网络 Designate venue for press conference or briefing 选定记者招待会或简报场地 Arrange for media training of spokesperson 为新闻发言人做媒体培训

  During the crisis 危机中

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  CRISIS COMUNICATIONS ACTION SEQUENCE 危机公关行动步骤

  Act FAST. Focus on confirmation of facts (who, what, when, where & why) 行动迅捷。着重确认各项事实(人物,事件,时间,地点,原因) Funnel prepared outgoing media statements through GM and legal counsel, 通过总经理和法律顾问渠道将事先准备好的媒体陈述对外发布 Isolate the crisis. Identify affected areas and areas not affected. Prevent speculation & panic 危机隔离。确认受影响以及未受影响区域 ,防止臆断以及恐慌 Quickly brief hotel staff where to channel calls 快速通知酒

  店员工信息传递方式 Update spokesperson on status of crisis as facts come to light 结合危机状况事实的显露向发言人更新信息 Assume the situation will get worse. Anticipate and prepare responses for critical questions 假设事态演变严重,预知并准备关键性问题回复 Seize opportunities to reinforce positive key messages 抢抓机会去强化积极的关键信息 Keep a media log of callers and questions 就媒体来电以及询问做好保留日志 Manage information flow to prevent distortion of facts & speculation 妥善处理信息流以防止歪曲的事实以及臆断 Arrange for a press conference, if necessary 如有必要组织安排记者招待会 Monitor media coverage and address inaccuracies 监测媒体报道并做好事实重申 Collate positive stories 收集积极报道题材

  After the Crisis 危机后

  Do a debrief to review communication strategies 概要性回顾危机公关策略 Review all media coverage and editorials (correct inaccuracies if any) 检查所有媒体报道和社论(如有,纠正错误)

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  CRISIS COMUNICATIONS ACTION SEQUENCE 危机公关行动步骤

  Assess public and media perception of the organisation 组织评估公众以及媒体的看法反映 Remember to update your website information 谨记更新网站信息 Monitor organisation reputation and standing with public and media 监测企业在公众以及媒体方面的声誉和地位 Implement re-marketing strategies. Consider image rebuilding measures 贯彻执行新的市场策略。考虑形象重建措施。 Anticipate if any issues remain with the public and media 预知公众及媒体是否留有任何问题 Measure results of your crisis management tactics and strategies as soon as possible 尽快审核危机管理策略执行结果

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  CRISIS COMUNICATIONS ACTION SEQUENCE 危机公关行动步骤

  The following is a general sequence of actions for the Hotel PR Rep during a crisis. Variations may occur as the crisis unfolds. The key is proper channeling of media calls, constant collation of information and media queries and timely communications. This needs to be followed up with media monitoring and responses where appropriate. 以下为 公关代表 危机处理系列行动 计划表。鉴于危机 种类的不同,危机 处理的关 键在于正确的媒体 传呼渠道,信息传 递的一致性以及媒 体询问沟通的及时 性。这需要媒体监 控以及反应的合理 跟进

  Crisis 危机

  Collate Information 信息收集

  Brief Front Desk/ Reception Operators & Sales 简报前厅/接待中心&销售 Standby 备用 Draft Holding Statements 起草发言 Disseminate 传播 Yes 是 Draft Q&A’s 问&答草稿 No 否 Yes 是 Brief Hotel Call Centre/Operator & CRO / Draft Scripts 概述呼叫中心/总机&危机响应小组/草案 No 否 Yes 是 Press Conference? 记者招待会? No 否

  M O N I T O R M E D I A R E P O R T S 媒 体 报 道 监 测

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  PR INFORMATION CO

  LLATION – COORDINATION OPERATIONS 公关信息整理—与运营管理之协调

  WITH

  Asking the right questions aids the PR representative to collate pertinent information, craft media statements, brief the Hotel Spokesperson. Ensure that members of the Crisis Response Team feed important information to you as and when it becomes available. 提出正确的问题以协助公关代表整理有关资料、修饰媒体发言,介绍酒店发言人。 确保危机反应小组在可以提供重要的信息可用信息之时能够反馈到你 Let your respective heads of departments know the type of information you need. Explain that you need this to effectively deal with the media and protect hotel reputation and guest confidence. Information needs to be conveyed accurately and speedily to meet media deadlines. 让您各自部门的负责人知道您所需要的信息类型。说明您需要根据该等信息去有效地处理与媒体的沟通 以确保酒店的声誉和客户的信任。信息需要在最后期限内准确快捷地传到至媒体 Remember to establish a flow of information. Your colleagues are very busy during crises; you have to “chase” people to get regular updates as numbers and other information change with time (eg. status of situation, number of casualties, closure and opening of facilities/hotel, etc) 请记住,必须建立一个信息流。您的同事是在危机期间非常繁忙,您必须以“追逐”的方式以期得到各 相关人员定期给予的信息更新以及其他随时间而改变的信息(如形势状况,造成的伤亡人数,功能设施 的关闭和开放/酒店等) Be well armed with information about the situation. Explain that you need to know more background information to be able to explain simply and clearly to the public. Assure that you will exercise discretion on what to release and clear with your bosses prior to communicating with external parties. 以良好的信息武装控制形势。解释说您需要得到并了解更多的背景信息以便能够对公众做好清晰简练的 解释。在对外信息沟通之前要首先确保与您的上级领导慎重沟通过需要公布及澄清的信息

  1. Casualties 人员伤亡

  People, lives and safety are top priority 人员、生命、安全应予首要考虑 1.1 1.2 1.3 1.4 1.5 Ascertain if there are any injuries or deaths. 弄清查明是否有任何的死亡或受伤者 What is the extent and nature of injury(ies)? 上海(受伤者)的性质以及范围是什么? Get number of people involved. 事故人员名册 Have they been sent to hospital? Which hospital? 他们是否已经被送往医院?哪家? Have their family members and next-of-kin been informed? 是否已通知他们的家属和近亲? 1.6 Will the hotel be sending staff to visit casualties in hospital? 酒店是否将安排员工去医院探访受伤人员? 1.7 Is hotel providing other forms of assistance? (eg. in repatriation, if needed) 酒店

  是否提供其他的援助(比如如有需要遣返回国)

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  PR INFORMATION COLLATION – COORDINATION OPERATIONS 公关信息整理—与运营管理之协调

  WITH

  1.8

  Did hotel staff go out of their way to assist guests? How? 是否有酒店员工乐意的帮助了客人?怎样的帮助?

  1.9

  Are there more people to be located? How many are still missing? 人员是否得到了最大的安置?还有多少失踪者?

  1.10 What is being done to locate them? 如何进行安置人员? 1.11 How can family members get information/updates about the status of their loved ones? 如何能够让其家人得到不断更新的人员现状信息 1.12 Contact details of information sources.根据信息源进行详细的联系

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  PR INFORMATION COLLATION – COORDINATION OPERATIONS 公关信息整理—与运营管理之协调

  WITH

  2. Where Safety and Health is Concerned 关注安全与健康

  2.1 2.2 What will be the impact on guest safety? 什么将会影响到客人的安全? What are the risks? What is the likelihood that risks will increase? 有哪些风险?风险的可能性会怎样增加? 2.3 2.4 2.5 Which areas are at risk, and which are not? 哪些区域有危机隐患,哪些没有? Have risk areas been identified? 危机隐患区域是否已经被确实? Have risk areas been isolated and contained? 危机隐患区域是否已经被隔离或者被包含? 2.6 2.7 What is the worst and best case scenario? 最好和最坏的案例场景是什么? Was negligence involved on the part of staff? Was there a failure of equipment or systems? How? 是否疏忽涉及的部分工作人员?是否有故障的设备或系统?如何? 2.8 What is being done to address the lapses in people, equipment or systems? 正在做什么以解决人员、设备或系统的失误? 2.9 What precautions/safety measures can/will the hotel take? 酒店将采取什么预防措施/安全规程? 2.10 Who else is hotel working with to manage the situation? 酒店将与谁共同进行危机控制? 2.11 What additional resources/expertise have been mobilized to manage the situation? 是否已通知到其他的援助力量以协助进行形势掌控? 2.12 What advice can hotel give to guests and staff? 什么信息是酒店给可以提供给客人以及员工? 2.13 Has precautionary measures/advice been communicated to guests and staff? 采取的预防措施/意见是否已传达给客人和雇员?

  3. Property Damage 财产损失

  3.1 3.2 3.3 Which parts of the hotel has been damaged? 酒店饿哪些部位被损害? How serious is it? 问题有多严重? Does it affect safety? 是否涉及安全问题?

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  PR INFORMATION COLLATION – COORDINATION OPERATIONS 公关信息整理—与运营管理之协调

  WITH

  3.4 3.5 3.6 3.7

  Who assessed the safety of the hotel? Government department, professional engineer? Etc? 谁对酒店做安全评估?是政府机构、工程技术专家…..? Will hotel continue op

  erations or will parts of it/ all of it have to close?酒店是否将继续营业 或者部分区域营业/全部关闭? How long will repairs take? 修复期? Will repaired facilities be bigger and better? How will that benefit guests? 将被修复的地方会更大更好吗?给客人的益处将会是什么?

  3.8 3.9

  What facilities will continue to operate as usual? 哪些设施设备是可以继续正常使用的? What other measures are being taken? Eg. clean-up, etc 是否其他方面的措施正在进行? 整顿…?

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  PR INFORMATION COLLATION – COORDINATION OPERATIONS 公关信息整理—与运营管理之协调

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  4. Impact on Business 生意冲击

  4.1 4.2 Will hotel continue to operate as usual? Why? 酒店是否继续正常运营?为什么? Will hotel be staging remarketing activities to attract more traffic to the hotel? 酒店是否将分段重新调整营销策略以吸引更多生意流量? 4.3 4.4 Will hotel be launching promotions?酒店是否推出促销活动? How does hotel feel about the situation, going forward? 如何感知酒店形势,继续向前迈进? 4.5 What does hotel have to say to guests, owners and the public? 酒店该如何向客人、业主以及公众作出解释? 4.6 Are additional staff being sent from sister hotels to bridge the current situation? 是否有兄弟酒店援助力量来弥补当前形势? 4.7 4.8 4.9 Where from and how many? 从哪里来,有多少? Will hotel be able to uphold normal service levels during the situation? To what level? By when?酒店能否在危机形势下维持正常服务水准?到什么程度?何时? Is there a need to channel guests to sister / other hotels in the vicinity? Which ones? 是否有必要疏散酒店客人到兄弟酒店或者邻近酒店?哪一些? 4.10 Have call centres/reservations, etc been informed?电话预订中心/接待处等是否被告知?

  5. Crime/Political Unrest/Terrorism 犯罪/政治动乱/恐怖主义

  5.1 5.2 What has hotel done to step up security? 酒店所采取的安保措施? Is hotel working with authorities to deal with situation? Which ones? 是否与官方权利机构协作处理危机?哪一些? 5.3 5.4 5.5 Is there a risk of recurrence? Why?有无危机复发的风险?为什么? What is being done to address the situation?采取了什么措施来处理这些情况? What assurances can hotel give to guests and the public? 酒店能够为客人以及公众提供的保障有哪些? 5.6 What is the general advice/precautionary measures would hotel give to guests and public? 酒店能够为客人以及公众承诺的总体意见/防范措施有哪些?

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  PR INFORMATION COLLATION – COORDINATION OPERATIONS 公关信息整理—与运营管理之协调

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  5.7

  Any good track record of community relations that can be cited (for political unrest) 有哪些良好的公共关系报道能够被引用(关于政治暴动)

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  WHAT TO DO WHEN THE

  MEDIA TURNS UP 媒体应对

  1. View the media as your ally rather than as an adversary; treat them as professionals with legitimate duties 鉴于媒体作为你的盟友而不是敌人;要以专业的素养以及合情合理的职责对待他 们 2. Cooperate with the media. Don‟t show reluctance or hesitance to work with them 与媒体合作。合作中不要显示出不愿意或犹豫不决的态度

  3. Never permit unauthorised spokespersons to speak to the media. Maintain strict control to ensure that the media speaks only to authorised personnel. 绝不允许未经授权的发言人向媒体发布言论。严格控制确保仅企业授权的发言人向媒体发言。 4. Introduce yourself. Get reporter‟s business card and mobile number # in case you need to get back to him/her later 自我介绍并与记者交换名片和手机电话以便于日后进行联系 5. Do the interview sooner rather than later. Start with a statement of sympathy 采访需尽早安排。以同情(心)作为声明开始的基调 6. Unless there are identifiable victims in sight, escort the media, if allowed, to the emergency site. Pick a site which shows positive action taken to address the crisis. Don‟t appear to hide something or stop the photographer from taking photographs – it‟ll make them suspicious 除非现场有确认的受害者,在被允许的情况下,可以带媒体到达现场。选择一个针对危机采取了 积极有效处理措施的场所。不要表现出刻意隐瞒或阻止媒体拍照以防引发他们的怀疑 7. If the emergency site is off-limits to unauthorised personnel, escort the journalist to an alternative venue more conducive for an interview 如果紧急场所禁止非授权个人进入,陪同记者至对采访更为有利的会场 8. If the journalist & photographer requests to view the emergency site, politely and firmly inform him/her that safety and security reasons do not permit any unauthorised personnel to be on site

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  WHAT TO DO WHEN THE MEDIA TURNS UP 媒体应对

  如果记者&摄影记者要求参观紧急场所,以沉稳礼貌的态度告知他们考虑到安全问题该区域禁止 任何非授权人员进入 9. Stay calm and positive. Show you‟re in control of both the situation and the interview 保持冷静积极的态度。表现出对当前局势以及采访的控制力度 10. If you‟re unable to furnish details to the journalist on the spot, tell him/her you will get back to him/her as soon as you‟ve have the information 如果在当场无法提供记者细节信息,请告知对方您得知信息后会以最快的速度告知

  Page 14

  MANAGING PRESS CONFERENCE 组织新闻发布会

  Once a Press Conference. is decided upon, whether it‟s on-site or off-site (depending on its feasibility), use the checklist below as a guide to organise and manage the proceedings. Note the follow up to be done after the crisis ends. 一旦决定举行新闻发布会,不论是在事发

  地点或者异地(根据形势灵活决定)请使用以下指南以便于组 织和管理会议流程,记录好跟进措施。

  When do you hold a Press Conference? 何时举行新闻发布会?

  You have an important announcement, news update to make/something positive to say 必须有最新的积极的消息以确保发布重要通告 You need to reach your target audiences in the quickest possible way 必须以可行且快捷的方式通知到目标听众 You cannot communicate effectively any other way 无其他有效方式进行沟通

  Pre-Press Conference Checklist记者招待会会前检查清单

  Prepare Press Kits. Check Contents: Press Release, Fact Sheet, Q & As (you will need to develop two different sets of Q&As – one for use with media, another for internal/employee use) 准备宣传资料,检查内容:新闻稿、情况说明书、问/答(您需准备两套问/答----一份用于新闻媒 体,另一份供内部/雇员使用) Prepare press statement for spokesperson 准备发言人向新闻界发表的声明稿 Check the Physical Set-up 检查硬件设置 Prepare the Public Address system 准备发言系统 Prepare Audio-Visual equipment 准备视听设备 Check website, telephone & facsimile facilities. IT team on stand-by to assist with technical matters 检查网站,电话和传真设施。 IT 团队待命,协助技术问题

  Page 15

  MANAGING PRESS CONFERENCE 组织新闻发布会

  Brief the Spokesperson and accompanying panel members (e.g. technical advisor, if any) 向发言人以及陪同小组成员做简单介绍(比如技术顾问,如果有的话) Dry-run. Test equipment. Walk through the agenda 测试设备。流程演练。

  Media Attendance List. Prepare Name Tags for confirmed journalists 媒体参会名单,为确认到会的记者准备好姓名标签。 Draw up a contact list of key personnel involved. Specify roles & duties 起草一份参与会议关键人员联系名单,明确分工。

  Update the management team on the outcome 向管理团队汇报最新结果

  Page 16

  MANAGING PRESS CONFERENCE 组织新闻发布会

  Press Conference Tips: 新闻发布会提示

  Onsite 现场工作 1. Ensure location is accessible, room or venue is well equipped and away from the emergency site 确保地点易于到达,房间以及场地布置良好并远离事发地点 2. Spokesperson gives media brief overview of current status of crisis 发言人将给媒体做事件简要陈述 3. Have a moderator or MC to manage the press conference and channel questions (if possible) 请会议主持组织新闻发布会以及问题沟通(如有必要) 4. Remember to put public‟s interest before the company‟s interest 谨记将公众利益放在企业利益之前 5. Stay focused on relevant & serious issues. Deflect speculative or sensational questions 关注于相关且严肃的议题,避免推测性且耸人听闻的问题 6. Deal with interruptions firmly and politely 冷静礼貌的处理被打

  断的情况 7. Repeat important key messages, highlighting steps taken/that will be taken 重复重要关键信 息,突出已采取的措施/将采取的措施 8. Record remarks, questions, & responses given by media, company, government or civil authorities. Revert to journalist with information if spokesperson is unable to answer question(s) at the Press Con 记录媒体、企业、政府机构或民事当局所给予的评论,问题以及反应。跟踪发言人在新闻媒体发 布会上无法回答的问题。 Offsite 非现场其它工作 All the above points 1-8 plus:上述 1-8 点内容附加 1. Ensure that key personnel are informed of time & venue of offsite location, and arrive on time 确保关键人物被通知到时间以及地点并能准时到达 2. Bring needed equipment and supplies (if not available at conference site)

  Page 17

  MANAGING PRESS CONFERENCE 组织新闻发布会

  携带所需之设施设备(如果会议地无法提供) 3. Decide if hospitality room needed for VIP or government official 决定是否为重要客人或政府官员提供食宿接待 4. Set up a space or waiting room for journalists & crew; especially TV crew. 为新闻记者&工作人员,尤其是电视工作者提供休息室

  During the Press Conference 新闻发布会

  1. PR Assistant marks attendance list as media arrives; hands each journalist a Press Kit 公关助理签到媒体到达人员,每位签到记者分发宣传资料袋 2. PR representative, as emcee, welcomes the media. Introduces Spokesperson, sets time frame: specify how much time spokesperson has & time allowed for Q & A 公关代表人作为司仪向媒体致欢迎词并介绍发言人,媒体发布会时间大体持续时间,并指出供发 言人回答问题的时间限制。 3. Inform media if individual interviews will be granted after the conference 通知媒体会后进行单独准许的单独采访

  How to End the Press Conference 如何结束新闻发布会

  1. Prepare journalists for question cut-off in the last 5 minutes. Specify how many more questions will be taken 以媒体发布会结束前五分钟告知记者还能提问的次数。 2. Round off the Press Conference politely 以礼貌的态度圆满结束新闻发布会 Say “We have come to the end of the media conference, I am afraid that’s all the time we have available. We need to get back to handling the incident. We’ll issue further statements when we have additional information. Thank you for coming today.” 可以说:“由于我们需要去做事件处理,很遗憾由于时间有限,媒体接待会到此结束,如有其他 补充信息我们会作进一步的发布声明。感谢各位的到场。” 3. Make a graceful exit by the rear or side door decisively

  Page 18

  MANAGING PRESS CONFERENCE 组织新闻发布会

  在发布会现场侧门布置好出口并果断退出 Repeat if needed: “Thank you once again for your time.”

  如有需要请重复:“再次感谢大家

  的光临”

  After the Press Conference 新闻媒体发布会后

  1. Email or hand deliver a Press Kit to any journalist unable to attend 将新闻发布会宣传资料以邮递或电子邮件的形式送达未能参加的媒体。 2. Fulfill all promises for additional materials or responses to unanswered queries within deadline 对未作答复的疑问要履行承诺,在最后期限内对给予额外的信息提供或答复 3. 4. Update media as situation develops 根据形势发展向媒体提供信息更新 Upload press releases and key information onto your website 在网页上传新闻报道以及关键信息 5. Review all media coverage and editorials, correcting inaccuracies if any 检查所有媒体报道以及社论,如有错误请予更正 6. Keep a record of unanswered questions which may present an issue 对未作回答的问题做好记录,这可能会作为一个议题 7. 8. Update media as situation develops 根据形势发展更新媒体信息 Conduct a debrief 进行简报

  Page 19

  GUIDELINES FOR SPOKESPERSON 发言人须知

  Do’s and Don’ts for handling Media Interviews 媒体采访时该做和不该做的

  Do’s 该做的            Always remain calm, polite & positive. Keep your cool and composure 任何时候都要沉着、冷静、有礼貌和何保持 积极乐观的态度。 Listen to the interviewer and respond accordingly 仔细倾听采访者的提问并认真解答。 Find out exactly what the media wants to know – get the exact wording of media questions or allegations 找出媒体真正需要的核心信息,获取提问者 核心结论 Answer only the questions asked; respond to one question at a time 只回答提问的问题; 一问一答 Make the media your ally by showing your eagerness to resolve key issues 通过表达解决问题的急切决心以博得媒体的 支持      Don’ts 不该做的 Never lose your temper, do not show fear or hysteria 切忌失态,或者表现出恐惧和歇斯底里。 Don‟t lose your cool, or use industry jargon or slang 切忌不冷静的态度或用酒店业行话或俚语回 答。 Don‟t skirt the issue or accusation 切忌打擦边球、模棱两可的回答  

  Don‟t tell reporters more than they need to know. Don‟t release the story in bits and pieces 切忌向提问者提供问题之外的信息。 切忌只言片语的回答 Don‟t try to minimise problems. It isn‟t credible, and worse, it would make your company appear ill-informed or uncaring 切忌将问题大事化小。这是不诚信和不正确 的。将会给公司给外界以信息不通的不良形 象。 Don‟t apportion the blame on someone or something until investigation is complete 在事情未调查清楚前不要责备某人或某事 Don‟t respond to humour, innuendo or information you‟re not aware of 对有幽默、讽刺意图的提问和自己不了解的 信息不要作出回应 Never answer a quest

  ion you don‟t understand or have not heard completely. Ask them to repeat the question 对于不了解或不完全之情的问题不予回答。 让提问者重复此问题。 Don‟t repeat negative words, phrases or  

  Treat hostile questioners as sincere, but misinformed 对于不怀好意的提问者也要视做真诚的,只 是未得到正确的信息。 Respond quickly to correct inaccuracies before it becomes a matter of record 对于不实报道要在其尚未扩大以前予以纠正 Tell the journalist you will revert with facts later if you don‟t have the information at hand 告知记者对于当前未掌握的信息将随后尽快 发布 Present key points first and repeat them  

  Page 20

  GUIDELINES FOR SPOKESPERSON 发言人须知  

  often. Be brief 先陈述事情的要点再一一重复。简而言之。 Demonstrate concern for guests, employees & their families 表示对客人、雇员以及他们家庭的关切。 Stay positive and show you‟re in control of both the situation and the interview 保持积极的态度,表现出对事态及访谈的掌 控 Be proactive – give the right facts before they suggest the wrong ones 具有主动性-在不实信息出现前发布准确的信 息 Consult the Regional Managing Director before commenting on sensitive company issues 在回答公司比较敏感的问题时提前咨询区域 运营总监 Finish the interview politely, then leave the journalist with the clear impression you‟re the authorised spokesperson 礼貌地结束访问然后离开。要使记者意识到 自己是单位合法授权发言人。  

  questions (use „died‟ instead of „killed‟) 切忌重复使用消极的语句和问题(用“死 亡”而不是“被杀”) Don‟t be insensitive to feelings of victims, staff and public 切忌表现出对死难者、员工以及公众的漠不 关心 Never speculate on what caused an emergency ; cost of damage; when normal operations will resume, etc 切忌擅自猜测事故的起因;事故造成的损 失;以及何时重新运营等 Never say “No Comment”. Don‟t be evasive in your answers 切忌回避问题。切忌“无可奉告”等回答。 Do not offer personal opinions. Don‟t be drawn into extensive discussion of what has occurred 切忌阐述个人看法。不要将自己陷入泛泛讨 论中去。 Don‟t end the interview abruptly and appear to be in a rush 切忌突然或匆忙地结束访问。  

  Page 21

  MEDIA CALL SCREENING 媒体来电筛分

  Screening each media call helps the PR Rep. to decide if he/she is to take the call directly or re-direct it to the appropriate colleague with the right technical expertise. It also helps manage caller traffic to avoid a deluge of calls. 筛分每一个来自媒体的电话,以帮助公关代表决定哪些电话可以直接接听、或通过

  专门的技术人才直接 转给其他适当的同事。这也有助于来电管理并有效防止来电泛滥问题。 1. Ask for the journalist‟s name, publication, or broadcast station

  询问记者的姓名、出版物名称或者电台名称

  2.

  Identify the reason for the call, interest and scope of the story

  辨析来电原因,意图以及欲采访的内容

  3.

  If you‟re not the appropriate person to speak on the subject, quickly arrange for a suitable person to call the journalist back

  如接听者非恰当的回答者,立即安排由合适的人去回复。

  4.

  Ask the reporter if your response will be taped directly off the phone (typical of radio interviews)

  询问采访者你的回答是否正在被录音(针对电台采访)

  5.

  If interview is taped directly, clarify questions with the journalist before replying

  如采访被录音,在回答前向记者确认问题。

  6.

  If possible, ask for a written list of questions via fax or email

  如可能,让记者通过邮箱或传真将问题的书面清单发来。

  7.

  Find out when the deadline is and revert as soon as possible

  了解最后期限并尽快回复。

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  MEDIA CALL SCREENING 媒体来电筛分

  8.

  Get the journalist‟s contact number and email address before putting down the phone

  挂断电话前向记者询问记者的电话号码和邮箱地址。

  Page 23

  CLEARANCE PROCESS FOR MEDIA RELEASES 媒体发布程序

  It is critical that all media releases get clearance from the respective Department Heads and final approval secured from the GM and Inzone Tourism Company High Star Hotel Administration Dept prior to media dissemination. Ensure that key messages are included in the press releases. 所有的新闻稿在公布于众之前必须经过部门总监/总经理和银座旅游集团高星级酒店运营本部

  的最后批准。确保在新闻稿涵盖了核心所有内容。 1 PR Manager drafts Press Release with factual input from relevant departments

  公关经理收集来自各部门信息拟出初稿。

  2

  Press Release is routed to key hotel executives for approval:

  新闻稿需经以下批准程序

  i)

  Department Heads: Sales & Marketing, Human Resources, Director of Finance, where applicable

  部门总监:市场营销部门,人力资源部,财务总监,涉及到的其他部门

  ii)

  General Manager

  酒店总经理

  iii)

  Inzone Tourism Company High Star Hotel Administration Dept

  银座旅游集团高星级酒店运营本部

  3

  Amendments, if any, are made. Then, the PR Manager proceeds to disseminate the release. Keep record of dissemination list

  Page 24

  CLEARANCE PROCESS FOR MEDIA RELEASES 媒体发布程序

  如有问题及时修正。然后公关经理向外部发布信息。保存好发布信息的清单。

  4

  Hotel PR Manager monitors local media for coverage and completes the Media Monitoring Report to be submitted to General Manager and copied to the Director, Corporate Communications & Public Relati

  ons, Inzone Tourism Company High Star Hotel Administration Dept

  酒店的公关经理密切关注酒店信息在外界媒体的发布情况并及时向酒店总经理和银座旅游集团高 星级酒店运营本部汇报。

  Page 25

  CALL CHANNELING 来电渠道

  At the onset of a crisis, guest contact staff may face challenging questions from corporate clients, guests and business partners. The guidelines below describe how to handle such calls in a crisis. An appropriate response, with sufficient information, curbs speculation and distortion of facts. Professionally handled phone calls uphold the hotel‟s reputation and its relationship with various stakeholders. Ensure that all statements are cleared with your GM (and Corporate Communications and Public Relations, as required) before issuing to the respective Departments. 当危机开始时,面客的员工可能会面临一些来自公司客户、客人及商务合作伙伴的有挑战性的问题。以 下将为危机中的此类来电提供指导。一个恰当且包含充足信息的回答将会避免事实的曲解。专业的去接 听电话将会提升酒店的声誉以及酒店与股票持有者之间的关系。确保在任何信息发至各部门前向总经理 (公司关系部和公关部,如需要)澄清。 Please note that the situations and messages shown below are examples only and must be changed to suit your specific crisis situation. 以下情况和信息仅为实例,具体情况将根据实际情况有所变化

  Scenarios

  场景

  a)

  b) c) d) e) f) Fire/explosions/ Injuries

  火情/爆炸/伤情

  Water Contamination, Food Poisoning 水污染/食物中毒 Political Unrest

  政治动乱

  Rape

  强奸

  Bomb Threat

  炸弹威胁

  Epidemic/Infectious Disease

  传染病

  Telephone Department/Front Desk Reception – Duty Manager 总机/前台接待---值班经理

  “Thank you for calling . Good morning/afternoon/evening, can I help you? 感谢致电某某酒店。你好,请问有什么可以帮您? [Caller is asking about the current incident/crisis, probing for details] Sir/Madam, may I have your name and the company you’re calling from? 致电者正在询问时间/危机的情况。先生/女士,您好!您问您的名字和公司名是? Just a moment please, let me direct your call to the Public Relations Department.

  请稍等,我将为您转接酒店公关部。

  Page 26

  CALL CHANNELING 来电渠道

  Telephone Operator connects call to PR department & quickly briefs the PR Manager or PR Assistant/Secretary on nature of the call. 总机将电话接通至酒店公关部并简要的向公关经理或者助理告知来电情况。

  Reservations Department 预订部

  Guests who have booked & heard about incident from the grapevine, media report, the internet, a blog, email or even via sms. 已预订的客人通过信息网、媒体、网络、博客、邮件、短信等方式获知酒店发生的事件。 “Thank you for choosing

  l>. We wish to re-confirm your reservation for booked under your forIN OUT .”

  感谢您选择入住某某酒店。我们向您再次确认您的预定信息。您以某某公司某某人预定的某某房将于 某天入住某天离开。

  < a fire > 火情 < an explosion >爆炸 “The incident has been brought under control. Nobody was hurt/the injured have been hospitalized. Investigations are currently being carried out. It’s business as usual at the hotel. We look forward to welcoming you/your guests/your company executives to .” 火情已被控制。无人员伤亡/伤者已经入院。起火原因正在调查中。酒店已

  a.

  恢复正常营业。我们热情欢迎贵司客人入住我酒店。

  Food & Beverage/Catering Sales Department 餐饮部/宴会销售部

  b. < food poisoning >食物中毒 “There has been a case of food poisoning. However, it’s an isolated case. The hotel is cooperating with the local Health Authority in their investigations.”

  有一起食物中毒事件发生,然而这只是个例。酒店现在正配合卫生部门调 查起因。

  Do not admit any legal liability! 不要承担任何法律责任! c. < water contamination >水污染 “The incident has been brought under control. It’s an isolated case.”事件已经得到控制,这只是个例。 In-house guests: “The affected guest(s) have received immediate

  Page 27

  CALL CHANNELING 来电渠道

  medical care from our company doctor and are under close observation.” 住店客人:酒店医生已经给受水污染影响的客人进行医疗治疗,并在进 行医学观察。 “Banqueting guests/local restaurant patrons: We’ve been notified by the affected guests. The hotel is cooperating with the Ministry of Health in their investigations. We’re monitoring the condition of the hospitalised guests; our staff has visited them in the hospital.” 宴会客人/本地餐厅客人: 我们已接到受影响客人的通知。酒店正在 配合卫生部门做调查。我们将密切关注入院客人的情况。我们的员工 也已前往医院探视。 “However, it’s business as usual. With immediate effect, the water we’re serving to all guests have been replaced by bottled mineral water.”

  我们酒店现正常营业。我们已经采取及时措施,为客人提供瓶装矿泉水 工供饮用。

  d. < bomb threat >炸弹威胁 “It’s been identified as a hoax. The police is investigating the incident. We’ve stepped up security measures in the hotel. We want to reassure our guests that it’s safe and it’s business as usual.”

  经证实威胁为恶作剧。警察正在调查此事。我们加强了酒店的安全警 戒措施,确保酒店客人的安全和酒店的正常运营。

  e. < rape >强奸 “The police is currently investigating this incident. We’ve stepped up security measures in the hotel. In the meantime, it

  ’s business as usual.”

  警察正在调查此事。我们加强了酒店的安全警戒措施,确保酒店客人 的安全和酒店的正常经营

  f. < political unrest >政治动乱 “The hotel is isolated from the political unrest. It has not affected hotel operations at all. We’ve stepped up security measures and continue to be vigilant. The hotel management reassures all guests that their safety is paramount. It’s business as usual.”

  酒店与此次政治动乱无关,它没有影响到酒店的正常运营。酒店管理 层再次申明客人安全是最重要的。酒店正常运营。

  g. < epidemic/infectious disease >传染病 “We have taken thorough precautions and screening measures to safeguard our guests. Our staff and guests have been briefed on how to look out for key symptoms, and appropriate actions to take. We are working closely with the Health Authority and monitoring the situation closely.”

  我们已经采取了预防措施并密切关注疫情进展以确保客人的安全。我们 的客人和员工均密切关注症状和采取适当的措施。我们也紧密配合卫 生部门做好疫情的监测工作。

  Page 28

  CALL CHANNELING 来电渠道

  Loyalty Guests /Corporate companies/ Travel Agents wishing to book & enquiring via telephone/email if hotel is safe 忠诚客户/公司客户/旅行社通过预定电话邮件等询问酒店是否安全

  Fire/explosion, Bomb Threat, Food Poisoning/Water Contamination, Rape/Injury/Epidemic 火情 爆炸 炸弹威胁 食物中毒 水污染 抢劫 受伤 传染病 “The incident is an isolated case.”

  此次事件只是个案

  Fire/Explosion/Bomb Threat 火情 炸弹 爆炸威胁 “Nobody was hurt/the injured are receiving medical care and are in stable condition.” 无人员伤亡/伤者已及时送往医院接受救治且伤情稳定

  Food Poisoning/Water Contamination/Epidemic/Infectious disease 食物中毒 水污染 传染病 “The affected guests are receiving medical care & are in stable condition. The situation has been brought under control. We’ve stepped up security measures. It is safe to visit the hotel and it’s business as usual.”

  受影响的客人已接受治疗且病情稳定。情况已经得到控制。我们将进一步采取安全措施。酒店目前的 安全的,已恢复正常营业。

  Political Unrest 政治动乱 “The hotel is isolated from the political unrest. It has not affected hotel operations at all. We’ve stepped up security measures and continue to be vigilant. The hotel management reassures all guests that their safety is paramount.” “It’s safe to visit the hotel and it’s business as usual.”

  酒店与此次政治动乱无关,它没有影响到酒店的正常运营。酒店管理层再次申明客人安全是最重要 的。酒店正常运营。

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  All Holding Statements must be verified for facts, tweaked if needed and prior approval secu

  red from the Crisis Response Team (CRT) Leader before dissemination to the media. Holding Statements for pre-identified scenarios are listed below. You will need to fill in the necessary details and rewrite some parts to suit the specific situation.

  所有声明必需属实,如有需要,可以按经危机处理小组指挥者预先核准确认准备的形式 散布给媒体。预先确认的声明模拟场景如下。你需要填写必要的细节部分,并做相应调 整。 Fire/Explosion (Gold Crisis Level) 火灾/爆炸(黄金危机级别)

  _____________________(name of hotel) acknowledges that there has been a fire/explosion at its premises on _______ date/time. We are very concerned about the incident as safety of our guests and staff is paramount. The hotel is working closely with Fire Services/Civil Defence/authorities at the scene to manage the situation. The injured have been sent to hospital and our staff is making efforts to contact their family members. The hotel is cooperating with the authorities to investigate the cause of the fire/explosion. _____________________(酒店的名字) 承认在_______ 日期/时间发生火灾/爆炸。我们非常关心事件的 发展,更为关心的是我们的客人和员工的安全。酒店正紧密配合消防/民防/当局在现场控制局面。伤员已 被送往医院,我们的工作人员正在努力与他们的家人取得联系。酒店正在与当局合作调查火灾/爆炸的原 因。 The above is attributable to a hotel spokesperson. 以上由酒店发言人陈述。

  Minor Injury to Staff or Guests (Bronze Crisis Level) 员工或客人轻伤(青铜危机级别)

  There has been a case of minor injury(ies) to guest(s)/staff at _________________(name of hotel). The injured has been sent for medical examination/to hospital, where their injuries have been ascertained as minor. Meanwhile, hotel staff will be visiting the guests at the hospital. We are concerned about this incident as guest wellbeing is paramount to us. The hotel is presently conducting an inquiry into the matter to prevent future similar occurrences. _________________(酒店名称)有轻伤客人/员工的情况。伤员已被送去医院体检,他们的伤势已经被确 定为轻伤。同时,酒店员工将去医院探望客人。我们都很关心这件事同时客人的健康对我们来说是最重要 的。酒店目前正在调查这件事以防止今后类似事件的发生。

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  HOLDING STATEMENTS AND Q&As 发布声明及问&答

  The above is attributable to a hotel spokesperson. 以上由酒店发言人陈述。

  Question & Answer 问题和回答 Responding promptly with factual information to questions from the media deter speculation. Be proactive, anticipate media queries, and prepare suitable replies. This boosts the confidence of the PR Rep. in the face of crisis pressure. The following serve as a guide, please adapt it to suit specific needs of the incident. 及时的对媒体的提问

  做出符合实际情况的回应。正面主动地,预期媒体的疑问并准备合适的回答。这将 提高公关部在面对危机压力时的信心。以下内容作为指导,请根据事件的特殊需求做出适当的调整。 Q1 Has there been an explosion? What is the cause? 有过爆炸吗?是什么原因引起的呢? A Yes, there has been an explosion. At this point in time, we don’t know the cause. The area has been secured to uphold safety. Investigations are underway. The hotel is cooperating with the authorities to manage the situation. 是的,是发生过爆炸。目前就这一点我们还不知道原因。爆炸地点已封闭进行安全维护。调查正在 进行中。酒店正配合当局控制局面。

  Q2

  Is the hotel badly damaged? Did anybody get hurt? 酒店是不是受到了严重的毁坏?有没有人受伤?

  A

  Answer depending on extent of damage. If damage not extensive and nobody got hurt:

  根据受损失程度进行回答。如果损坏并不严重并且没有人受伤:

  No, the damage is confined only to a small area. The affected area has been cordoned off. Nobody was hurt. 不,损坏的只是很小的一个区域。该地区已被封锁。没有人受伤。 If damage is extensive and there are injuries:

  如果损坏范围广泛并且有人受伤:

  (Name specific section) of the hotel has sustained ________ (description) damage and it has been cordoned off. Several people were injured and have been sent to hospital. We are making efforts to inform their family members. Our staff will be visiting them in hospital. 酒店(特别部位的名称)受到________ (描述)损坏,现已被封锁。有几人受伤现已被送至医 院。我们正在尽力的通知他们的家人。我们的员工将会去医院探访他们。

  Q3

  Is it safe to book my guests in your hotel? Or incoming calls to cancel a booking

  我们的客人在你们酒店订房安全吗?是否需要取消预订?

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  HOLDING STATEMENTS AND Q&As 发布声明及问&答

  A

  If explosion not serious: 如果爆炸不严重: It was a minor incident. Yes, it is safe. Please continue to book guests with us. We want to reassure you that the safety of our guests is paramount. 是的,是安全的。这只是一个小事件。请继续在我们酒店订房。我们向您 保证客人的安全对于我们 来说是最重要的。 If explosion serious but confined to low people traffic area e.g. carpark, tennis court and hotel is still operating pending investigations: 如果爆炸严重,但仅限于少量人数的交通领域如停车场、网球场,酒店仍然运作同时进行调查: Yes, there has been an explosion but it is confined to (name specific area). The situation is under control and it will not pose any danger to our guests. The hotel continues to operate as usual. 是的,是发生了爆炸,但是它只局限于(具体地点的名称)。局势已经被控制,它不会对我们的客人造成 任

  何威胁。酒店继续照常运作。

  Q4

  What is being done to step up security? 采取了什么措施来加强安全呢?

  A

  We have reinforced security by employing more security personnel; stepped up patrolling in public areas of the hotel and all visitors, suppliers are requested to be screened by our security officers. 我们已经通过雇佣更多的安保人员,加强对酒店公共区域的巡逻来强化安全,所有的顾客、供应商 都会受到我们安检人员的注意。

  Q5

  Will the hotel suspend operations? 酒店将会推迟营业吗?

  A

  If explosion not serious and nobody hurt: 如果爆炸不严重而且没人受伤: No, this incident is an isolated one. The situation is under control and the police is currently investigating this matter. It‟s business as usual. 不,这次事件只是个例。情况已经受到控制警方正在调查这件事。酒店正常营业。

  If explosion serious and there are injuries; situation poses a threat to safety of guests and hotel decides to temporarily suspend operations:

  如果爆炸严重并且有人受伤;情况危及到客人的安全,酒店决定临时暂停营业:

  The hotel will close temporarily for precautionary reasons, as well as to facilitate repair and

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  HOLDING STATEMENTS AND Q&As 发布声明及问&答

  investigations. 出于预防,并使维修和调查工作更易进行,酒店将会暂时停业。

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  HOLDING STATEMENTS AND Q&As 发布声明及问&答

  Food Poisoning / Water Contamination (Silver Crisis Level) 食物中毒/水污染(白银危机级别)

  _________________(name of hotel) regrets to announce that it has experienced ______ (state number of guests affected) of food poisoning. The _____ guests have been sent for medical examination /to hospital and are in stable condition. We are very concerned about this incident as guest wellbeing is paramount to us. We are conducting a thorough internal review of the situation to identify and contain the source of contamination. Food samples have been sent to an independent laboratory for tests. The hotel is fully cooperating with the authorities in their inquiries. _________________(酒店名字)很抱歉的宣布______ (受影响的客人数量)经历食物中毒。_____ 客人已 被送去体检/医院,目前处于稳定状态。我们非常关心这件事,客人的健康对于我们来说是最重要的。我 们正在通过进行一项彻底的内部调查来确定污染源。食品样品已经发送到一个独立的实验室测试。酒店 正在积极的配合当局进行调查。

  The above is attributable to a hotel spokesperson. 以上由酒店的发言人陈述。

  Q1

  I‟ve a lunch/dinner booking and heard about the food poisoning. Is it still safe to dine at your restaurant? 我有一个午餐/晚餐的预定,听说了食物中毒事件。在你们餐厅吃饭还安全吗?

  A

  Samples of the suspect food item have been sent to an independent lab for tes

  ts to be carried out. 疑似传染源样品的食物已被送到一个卫生监测部门独立的实验室进行测试。 We have screened and removed possible sources of the suspect item. In the meantime, our chefs are exercising extra care in all food preparation. Yes, it is safe to dine at our restaurant. We continue to exercise stringent procedures in the preparation of food. 我们已经过滤并更换了可能的食物传染源。同时,我们的厨师长更加细心的准备食物。是的,在我们 的餐厅用餐是安全的。我们将继续按严格程序准备食物。

  Q2

  When will the results of the food poisoning test be out? 食物中毒的测试结果什么时候出来?

  A

  The independent lab will forward results to us in due course. We‟re extending our full cooperation to them for the necessary tests to be carried out.

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  HOLDING STATEMENTS AND Q&As 发布声明及问&答

  卫生检疫部门将及时将结果转达我们。我们将会对于他们的测试给予全力协助。

  Q3

  Will the restaurant close down temporarily pending investigations? 餐厅将会暂时关闭来进行调查吗?

  A

  No, the restaurant will continue to open for business whilst investigations are being carried out. 不,在调查进行的同时酒店将会正常营业。 Draw attention to the house specialities or food promotion the restaurant is having. 注意这家餐馆的特色菜或食品促销。

  Q4

  Are your chefs trained on proper food hygiene procedures? 你们的厨师长参加过正式的食品卫生学培训吗?

  A

  Yes, the entire kitchen brigade is thoroughly trained on food handling and hygiene procedures. Our Executive Chef ensures that his team abides by the strict procedures when preparing meals. 是的,整个厨房队伍都经过彻底的食品加工和卫生程序培训。在做菜时我们的行政总厨确保他的团 队信守严格程序。

  Q5

  Does the hotel compensate foreign guests who have been hospitalised? 酒店对于送进医院的外国客人进行补偿吗?

  A

  Our priority is that all our guests receive the appropriate medical care whilst in hospital. The hotel ensures that they receive all the help they need right up to check-out time. The issue of compensation is being looked into at the moment. 我们的首要任务是对我们所有的客人提供适当的医疗照顾。酒店确保他们得到他们需要的所有帮助 直到他们退房。补偿问题目前正在研究。

  Q6

  Have you traced the source of the water contamination? 你们追踪到水污染的污染源了吗?

  A

  We do not have any details at this point in time as investigations are underway. 对于这点我们目前还没有任何线索,调查正在进行中。

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  HOLDING STATEMENTS AND Q&As 发布声明及问&答

  Political Unrest

  政治动乱

  Q1 Is your hotel likely to be dragged into the political agitation? 你们酒店可能会卷入政治风波吗? A As a commercial enterprise, the hotel does not g

  et involved in any political activity, either directly or indirectly. We have always upheld excellent relations with the community as well as our staff. 作为一个商业企业,酒店不以直接或间接的方式参与任何政治活动。我们始终和社会群体以及我们 的员工保持良好的关系

  Q2

  What security measures are in place to ensure my safety? 有什么安全措施能保证我的安全?

  A

  The hotel takes security seriously and is committed to providing a safe and secure environment for its guests at all times. We have stepped up security measures with our well trained security team. The hotel is in close contact with civil authorities to assure guests of their safety. 酒店非常认真的对待安全问题,保证在任何时候都为客人提供一个安全的环境。我们已经加强安全 措施建立了一支训练有素的安保队伍。酒店与当局密切联系以确保客人的安全。

  Q3

  Will I endanger my life if I step out of the hotel? Is it safe to sight see? 如果走出酒店会危及我的生命吗?观光是安全的吗?

  A

  Security is high in the areas of activity. There is no real threat to the life of civilians. The hotel is isolated from the pocket(s) of unrest. However, we encourage all guests to take the necessary precautions when sight seeing. Please bring along the card “Take me to the (hotel name) card‟ when you are out of the hotel. It helps to identify you as our guest should a situation out of your control, arises. 活动区域是安全的。没有真正的威胁平民的生活。酒店是从动荡的局面中孤立出来的。然而,我们 鼓励所有的客人在观光的时候提高警惕。在您离开酒店时请随身携带“带我去(酒店名字)卡”。 在您不在我们控制的区域内的情况下,它帮助我们识别您是我们的客人。

  Q4

  What if the agitators use your hotel to hold hostages? 如果鼓动者在你们的酒店持有人质怎么办?

  A

  As the hotel is not in close proximity to the areas of political activity, it is not likely this scenario will arise. We have stepped up security measures at the hotel as a precautionary measure. We

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  HOLDING STATEMENTS AND Q&As 发布声明及问&答

  are also working closely with the authorities in monitoring the situation. However, we remain alert and vigilant at all times. 酒店不接近整治区域,它是不会发生这种情况的。我们已经在酒店加强安保措施作为防范措施。我 们也跟当局保持密切联系来控制这种情况,而且我们始终在提高警惕。

  Q5

  Where can I get help if I am caught in the crossfire of supporters of the agitators? 如果我们卷入煽动者的支持者,我们从哪里可以得到帮助?

  A

  Please get out of the situation quickly. Don‟t get involved. Return to this hotel as soon as possible. If you‟re unable, look for the nearest hotel and call our hotel name to inform us of your whereabouts. Alterna

  tively, locate the Embassy and stay until it‟s safe to come back to this hotel. 请尽快脱离不要卷入该事件且尽快返回酒店。如果不能,找到最近的酒店打电话告知我们你的下 落。另外,找到大使馆一直待到安全了在返回酒店。

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  HOLDING STATEMENTS AND Q&A 发布声明及问&答

  Rape (Silver Crisis Level)

  强奸(白银危机标准)

  ________________(name of hotel) regrets to announce that there has been a case of rape on one of its guests/staff on ______(date). We are very concerned about the situation and have stepped up security at the hotel to reassure all guests about their safety and wellbeing. Meanwhile, we are providing psychological counseling and support to the victim. The hotel is working closely with the police to help identify and track down the assailant. We are conducting a thorough review of our security to prevent a future occurrence of such an incident. ________________(酒店名字)很抱歉的宣告在______(日期)一名客人/员工遭遇强奸。我们非常关心这 个情况并且已经加强了酒店的安全措施来保证所有客人的安全和良好的状态。同时,我们向受害者提供 心理咨询和支持。酒店与警察紧密合作帮助识别和追踪行凶者。我们正在全面检讨我们的安全工作,防止 未来再发生此类事件。

  The above is attributable to a hotel spokesperson. 以上由一个酒店的发言人说出

  Q1

  How did the rapist get into the hotel? Has he been identified? 强奸犯是怎么进入酒店的?他被确认了吗?

  A

  We have tightened security measures and our security team is cooperating with the police to identify the assailant. We‟ve not established how he got into the hotel. However, we will continue to remain alert and vigilant. 我们已经加强了安全防卫措施,我们的安保队伍正在配合警方确认行凶者。我们还没有确定他是怎 么进入的酒店。不过,我们将继续保持警惕。

  Q2

  How do you screen visitors of hotel guests? 你们怎么从酒店客人中分辨出访客?

  A

  They are to register at the reception counter before being allowed to proceed up to guest floors. We have also sought the cooperation of our lady guests to meet with visitors in our lounges or restaurants, where possible, instead of their rooms. 访客在被允许进入客人楼层之前需到前台登记。在可能的情况下,我们还寻求女客人的合作,去安 排他们在休息室或餐厅见面而不是在她们的房间 。

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  HOLDING STATEMENTS AND Q&A 发布声明及问&答

  Q3

  How do you assure lady guests of their safety? 你们如何确保女士客人的安全?

  A

  We check them into rooms closest to the elevators. Lady guests can call our Front Office Duty Manager, or any assistance they may need throughout the duration of their stay. 我们将她们安排在靠近电梯的房间。在她们停留期间,如有任何需要可以随时拨打我

  们前台值班经 理的电话。

  Q4

  Are your security personnel professionally trained to handle such incidents? 你们的安保人员经过处理这种事件的专业培训吗?

  A

  The safety of our guests is paramount. Our security personnel are trained to uphold a high standard of security at all times. 我们客人的安全是极为重要的。我们的安保人员一直坚持高标准的培训。

  Q5

  How has the hotel beefed up security? 酒店如何加强安全?

  A

  We have tightened security in all public areas and stepped up the frequency of patrols during the night. We have also reassured all our guests, in particular lady guests, that the hotel continues to remain vigilant. 我们已经加强了所有公共领域安保措施和夜间巡逻的频率。我们也向所有的客人,特别是女士客人 保证酒店将继续保持警惕。

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  HOLDING STATEMENTS AND Q&As 发布声明及问&答

  Bomb Threat (Gold Crisis Level)

  炸弹恐吓

  The management of __________________(name of hotel) confirms that it has a bomb threat situation. We are taking this incident very seriously and are making every effort to uphold the safety of our guests. The situation is under control as the hotel is working closely with the police and specialists to manage the situation. Meanwhile, all guests and staff have been/are being swiftly evacuated. The hotel will be temporarily closed to uphold safety and security. 酒店管理层证实这里有炸弹恐吓事件,我们很认真的对待此事件并且正在进我们最大的努力确保客人的 安全。在酒店与警方及专家的全力配合下,事件已得到控制,同时所有客人与酒店员工已经被快速撤离, 酒店将暂时安全。

  The above is attributable to a hotel spokesperson. 以上是酒店发言人的陈述 Q1 Have you identified who is behind the threat? Are they terrorists? 你能确认恐吓的幕后黑手是谁吗?他们是恐怖分子吗? A We do not have details who the perpetrators are at this point in time. 我们还没有具体的证据显示犯罪嫌疑人是谁 Q2 Are guests and employees exposed to any danger? 客人与员工是否处于危险中? A There is no cause for alarm at this moment. We are investigating this matter now and will do everything we can to ensure the safety of both guests and employees. We strongly advise everyone to report any suspicious packages, and to refrain from touching them. 现在不必恐慌,我们正在调查这个事件而且将会尽我们所能确保客人与员工的安全,我们强烈要求 每一个人都要汇报可疑包裹,禁止触碰他们。 Q3 But I heard it‟s not a hoax. Reliable sources tell me that the threat is real 但是我听说它不是一个恶作剧,据可靠消息这次恐吓是真的。 A Can you tell who your source is? We are contacted the authorities who have mobilized appropriate teams to handle the situation. Our hotel is cooperating with the police to establish the facts.

  您听告诉我您 的消息来源是谁吗?我们已经联系上了派谴行动小组人员。我们正与警方合作调查事 情的真相。

  Q4

  Why is your hotel the target? 为什么你们酒店成为恐吓的目标。

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  HOLDING STATEMENTS AND Q&As 发布声明及问&答

  A

  We do not know and do not wish to speculate. Right now, our priority is the safety of all hotel guests. We are working with the relevant authorities to handle this incident. 不知道也不希望猜测。现在,我们的首要目标是保障酒店全体客人的安全,并与相关权力部门一起 努力工作去控制该事件。

  Q5

  What security measures are in place to ensure my safety? 为确保我的安全,你们采取了什么措施。

  A

  We have contacted the authorities which despatched appropriate teams to handle the situation. The hotel is on high alert until the bomb is located and defused. We take this threat very seriously and have reinforced security by deploying additional security personnel on a rotation. 我们已经与除弹行动小组人员取得了联系,在炸弹被排除之前酒店将会高度警戒,酒店对炸弹事件 一级警戒直到炸弹被转移或拆除。炸弹性事件是严肃性事件,我们会安排部署并追加警戒力量

  Q6

  Will you be evacuating your guests? 你将会疏散你的客人吗?

  A

  We are swiftly assessing if the threat is genuine. Our staff have been briefed and put on standby should the need for evacuation arise. 如果爆炸署实我们将会尽快确认,我们的员工是训练有素的可按需要快速疏散

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  HOLDING STATEMENTS AND Q&A 发布声明及问&答

  Epidemic/Infectious Disease (Silver Crisis Level)

  传染性疾病

  _____________________ (name of hotel) confirms that it has experienced several suspected cases of _______________(name of disease). The suspected cases of ________ (name of disease) were discovered on ___________(date). All affected persons have been sent to hospital and efforts made to trace those who have come into contact with the affected persons. We are very concerned about the health and wellbeing of our guests and staff. Meanwhile, the hotel has acted on the advice of the Health Authorities and taken the necessary health screening precautions. The hotel continues to monitor the situation closely, providing relevant information and updates to its guests and staff, as and when available. Xx 酒店确认出现了 xx 疾病疑似病例,这种疑似病例在 XX 被发现,所有被感染的人都已经被送到医院而 且我们正在努力寻找与患者有联系的人, 我们十分关注健康及我们的客人与工作人员。同时酒店已经采 取了健康专家的建议而且采取了必要的预防措施,酒店将继续关注病情动态,提供相关的信息, 需要时 我们将及时更新客人与员工信息。 The above is attributable to a hotel spokesperson. 以上是酒店发言人的陈述 Q1 Has the infected pe

  rson been isolated? 被感染人已经被隔离了吗? A Yes, we have isolated the infected person together with his/her personal effects. He/She was promptly sent to hospital. The hotel is working closely with the medical authorities to take further precautionary measures. 是的,在他/她个人的努力下我们已经隔离了被感染人。他/她已经被迅速送住医院。酒店正在与医 学专家密切合作采取未来的预防措施。

  Q2

  What is the hotel doing with staff who has been exposed to this infected person? 酒店对与被感染患者有接触的员工做何处理?

  A

  We are establishing a list of those who have been in contact with the infected person. They will be sent for medical examination. The hotel is working in consultation with the authorities and our company doctor to take the necessary precautions to minimise the exposure risk. 我们正在列出与患者有联系的相关人员名单。他们将会被送往接受医学检查。酒店正在咨询专家并 且我们公司的医生正在采取必要的保护措施使病情扩散最小化。

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  HOLDING STATEMENTS AND Q&A 发布声明及问&答

  Q3

  How can you assure me that I will not get infected? 你怎样保证我们不会被感染?

  A

  Those who have been exposed to the infected person have been identified and isolated for further observation. The hotel will take all precautions to prevent the spread of this disease. We advise all guests to cooperate with us by observing all recommended precautionary measures such as… (name measures) 已经被公布的患者被确认并被隔离观察。酒店将采取所有预防措施阻止疫情的曼延。我们建议所有 的客人与我们一起合作注意所有被推荐的预防措施诸如….(措施名称)

  Q4

  What steps are the hotel taking to ensure that this disease doesn‟t spread? 酒店将采取什么措施确保疫情不再扩散。

  A

  We are cooperating fully with the health authorities to manage this situation. The hotel will act upon their counsel and continue to monitor this incident closely to arrest the spread of this disease. 我们正在全力与健康专家合作去控制疫情,酒店将执行他们的忠告将继续阴止疫情的继续扩散。

  Q5

  Will the hotel suspend operations indefinitely? 酒店将会暂停营业吗?

  A

  The situation is under control at this point in time. We will continue operate to as normal. It‟s business as usual. 疫情已经及时得到了控制, 我们将会继续采取措施像往常一样正常营业。

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  HOLDING STATEMENTS AND Q&A 发布声明及问&答

  Avian Influenza 禽流感

  Media Holding Statement below is to be used on a Reactive basis

  Hotels Takes Precautionary Measures to Address 酒店采取预防措施去预防禽流感。 Avian Flu Concerns 关注禽流感

  As always, our top is to ensure the health and well being of our hotel guests and employees. We maintain the highest standards of food and environmenta

  l hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have regarding the avian flu situation in the (hotel). 像往常一样,我们优先确保健康及我们客人和员工的健康。在我们酒店中包含有最高质量的食物及环境 卫生。此外还有许多严格的标准,我们已经采取了措施去打消客人可能认为我们酒店中存在禽流感的顾 虑。 These measures at our hotels in (hotel). include: 酒店将会采取的措施  

  Poultry and poultry-related products are imported from non-affected countries only such as USA, Europe and Australia. (if appropriate) 家禽及家禽类相关原料都来自于无污染的国家诸如美国、欧洲及澳大利亚。(如适用)  

  Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities 家禽及家禽类相关原料都来自于有声望可信赖的供应商,他们都通过了相关部门的检验。  

  All poultry served is well cooked. 所有的家禽都被很好的烹调。 Hotel guests and customers are informed that poultry used in our dishes is from countries/areas not affected by the Avian flu. (if appropriate) 酒店的客人被告知我们的菜肴中所用的家禽都来自未受禽流感污染的国家和地区。(如适用)  

  Ensuring a high level of hygiene and sanitation at all times to minimise any possible spread of any flu infection in general 经常确保一个高的卫生标准使任何流感病毒得到最小程度的传播。

  The above is attributable to a hotel spokesperson. 以上是酒店发言人的陈述。

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  HOLDING STATEMENTS AND Q&A 发布声明及问&答

  Q1.

  Have any of your hotel guests or employees been affected by the Avian flu virus? How many hotels have been affected in total? 你们酒店的客人或员工是否受到过禽流感的影响?总共有多少家酒店受到过影响? None of our hotel guests or employees has been affected by the Avian flu virus. However, as always, our top priority at InterContinental Hotels Group is to ensure the health and wellbeing of our hotel guests and employees. We maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have towards the Avian flu situation in the country. 我们酒店没有客人及员工受到过禽流感的影响。然而像往常一样,在大陆酒店小组中我们优先确保 健康及我们客人和员工的健康。在我们酒店中包含有最高质量的食物及环境卫生。此外还有许多严 格的标准,我们已经采取了措施去打消客人可能认为我们酒店中存在禽流感的顾虑。

  A

  Q2.

  What measures have you implemented in your hotels to address the Avian flu concerns? 你们酒店采取了

  哪些措施去预防禽流感? We understand that our guests may be concerned about the Avian flu situation here and have taken precautionary measures to allay these concerns. Measures that we have adopted with immediate effect at all our hotels in (region/area/hotel) include: 我们明白我们的客人也可能关注这儿的禽流感而且已经采取了预防措施去打消这些顾虑,我们通过 努力迅速在酒店采取的措施包括:  Poultry and poultry-related products are imported from non-affected countries only such as USA, Europe and Australia. (if appropriate) 家禽及家禽类相关原料都来自于无污染的国家诸如美国、欧洲及澳大利亚。(如果合适)

  A  

  Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities 家禽及家禽类相关原料都来自于有声望可信赖的供应商,他们都通过了相关部门的检验。 All poultry served is well cooked. 所有的家禽都被很好的烹调。    

  Hotel guests and customers are informed that poultry used in our dishes is from countries/areas not affected by the Avian flu. (if appropriate) 酒店的客人被告知我们的菜肴中所用的家禽都来自未受禽流感污染的国家和地区。(如果合适) Ensuring a high level of hygiene and sanitation at all times to minimise any possible spread of any flu infection in general 经常确保一个高的卫生标准大体上使任何流感病毒得到最小程度的传播。 In the meantime, we are monitoring the situation closely for any further developments. 与此同时,我们正在密切关注疫情未来的发展情况。  

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  HOLDING STATEMENTS AND Q&A 发布声明及问&答

  Q3.

  When did you implement these measures? When did you know it was crucial? 你什么时候采取措施?你认为什么时候它是最严重的?

  A

  We have been monitoring the situation closely and acted as soon as relevant information became available. We have acted swiftly to implement precautionary measures to allay concerns that any of our guests may have. As always, our top priority is to ensure the health and wellbeing of our hotel guests and we continue to maintain the highest standards of food and environmental hygiene at our hotels. 我们已经密切关注疫情并且尽快执行可行的相关信息。我们已经尽快去采取预防措施去打消客人可 能存在的顾虑。像往常一样优先确保健康及我们客人和员工的健康。在我们酒店中包含有最高质量 的食物及环境卫生。

  Q4.

  What happens if you discover that one of your hotel guests has been infected with the Avian flu virus? What is the protocol then? 如果你发现你们酒店的客人感染禽流感怎么办?接下来的拟订方案是什么? We are monitoring the Avian flu situation closely for any further developments. There have been no Avian flu cases among our hotel guests, but we will

  adopt the appropriate measures as instructed by the local authorities in the unlikely event that one of our guests is identified as potentially having been exposed. We maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have towards the Avian flu situation in the country. At the end of the day, our guests‟ health and wellbeing remain our top priority 我们正在密切关注禽流感未来的发展动向,我们酒店的客人没有人感染禽流感,我们将会按照当地 专家在不可能发生的事件中发出的指令采取有效措施,这一事件即我们的客人被确认患有疑似禽流 感。在我们的酒店中有最高质量的食物及卫生环境,此外还有许多严格的标准,我们已经采取了措 施去打消客人可能认为我们酒店中存在禽流感的顾虑。最终,我们客人的安全健康是我们最为关注 的。. What are you doing to ensure that your employees are protected from the Avian flu? 你怎样确保你的员工在禽流感中受到保护? As with our hotel guests, the health and wellbeing of our employees is of great importance to us. We understand that they too may be concerned about the Avian flu situation here and have taken precautionary measures to allay these concerns. Measures that we have adopted with immediate effect at all our hotels in (region/area/hotel) include: 像我们酒店的客人一样,酒店员工的健康对于我们来说同样很重要。我们明白他们也可能关注这儿 的禽流感而且已经采取了预防措施去打消这些顾虑。我们通过努力迅速在酒店采取的措施包括:

  A

  Q5.

  A  

  Poultry and poultry-related products are imported from non-affected countries only such as USA, Europe and Australia. (if appropriate) 家禽及家禽类相关原料都来自于无污染的国家诸如美国、欧洲及澳大利亚。(如果合适)

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  HOLDING STATEMENTS AND Q&A 发布声明及问&答  

  Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities 家禽及家禽类相关原料都来自于有声望可信赖的供应商,他们都通过了相关部门的检验。  

  All poultry served is well cooked. 所有的家禽都被很好的烹调。  

  Hotel guests and customers are informed that poultry used in our dishes is from countries not affected by the Avian flu. (if appropriate) 酒店的客人会被告知我们的菜肴中所用的家禽都来自未受禽流感污染的国家和地区。(如果合 适) Ensuring a high level of hygiene and sanitation at all times to minimise any possible spread of any flu infection in general 经常确保一个高的卫生标准大体上使任何流感病毒得到最小程度的传播。  

  We are monitoring the situation closely for any further dev

  elopments on this issue. 我们正在密切关注疫情未来的发展情况 。 Q6. What happens if you discover that one of your employees has been infected with the Avian flu virus? 如果你发现你的其中一名员工被感染禽流感怎么办? A We are monitoring the Avian flu situation closely for any further developments. There have been no Avian flu cases reported among our hotel employees, but we will adopt the appropriate measures as instructed by the local authorities in the unlikely event that an infection occurs. We maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have towards the Avian flu situation in the country. At the end of the day, our guests‟ and employees‟ health and wellbeing remain our top priority. 我们正在密切关注禽流感的未来动向。在我们的酒店员工中还没有流感病历,但是我们将会按照当 地专家在不可能发生的事件中发出的指令采取措施。在我们的酒店中有高质量的食物保证及卫生环 境,此外还有许多严格的标准,我们已经采取了措施去打消客人可能认为我们酒店中存在禽流感的 顾虑。最终,我们客人的安全健康是我们最为关注的。.

  。

  Q7.

  Will you ban hotel guests from other countries affected by the Avian flu staying at your hotels? 你们会禁止来自其他国家受禽流感影响的客人入住你们酒店吗? No, it is each individual‟s discretion as to when and where they travel and it is not our prerogative to dictate on personal choices. We do however encourage people to take all reasonable precautions and to keep abreast of the relevant information put out by the authorities on this issue, so they are in a position to make more informed and appropriate decisions. To reassure our guests and ensure their health and wellbeing, we maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken

  A

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  HOLDING STATEMENTS AND Q&A 发布声明及问&答

  precautionary measures to allay concerns that any of our guests may have towards the Avian flu situation in (region/area/hotel) 不会。决定什么时候去哪儿旅行,这是每个人的权利,我们没有权利来命令个人的选择。我们尽力 去建议人们采取合理的预防措施,了解专家在这一事件上提出的相关信息,所以他们能够去采取更 多合理的必要的措施。我们将为客人提供高质量标准的食品以及卫生环境为首要原则,除执行这些 严格的标准之外,我们将采取所有预防措施的实施以助于减缓客人对禽流感疫情的顾虑。 Q8. Are you working with the local health authorities to help develop initiatives to address this issue? Can you provide some examples of your plans/initiatives? 你们是否

  与当地的卫生部门一起合作去控制疫情?你能提供一些你们的计划吗? As always, our top priority is to ensure the health and wellbeing of our hotel guests. We maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have towards the Avian flu situation in the country. We are monitoring the situation closely for further developments. We will comply with any initiatives recommended by the authorities to address the Avian flu situation and will contribute by adopting our own precautionary measures. 以优先确保酒店客人的健康是我们一贯坚持的首要原则。我们将继续保持酒店提供高质量标准的食 品以及卫生环境。此外还制定了一些严格的标准要求,所有预防措施的实施将有助于减缓客人对禽 流感疫情的顾虑。我们将会密切关注未来疫情的发展,在遵从专家提出的关于预防禽流感建议的基 础上不断完善预防措施。

  A

  Q9.

  How many cancellations have there been at your hotels in (region/area/hotel) to date? What is the overall impact to your business here? 至今本酒店有多少预定取消(区域/地区/酒店)?对酒店整体影响是什么? At the moment, (there has/has not) been a material impact on occupancy and our hotels are running at (full) occupancy rate. We remain confident of the travel industry in (region/area/hotel) our hotels are well recognised by travellers globally and have a strong brand presence in (Region). We have gone through cycles of issues in the past and we are here to stay. 目前,对本酒店的入住率(有/没有)影响而且现在酒店达到(满)入住率。我们仍然对本(区域/ 地区/酒店)的旅游产业信心,而且本酒店集团享有全球声誉并口碑良好拥有强大的品牌支持。在过 去我们同样也经历过此类问题并得到良好解决,因此我们仍然会做到屹立不倒。

  A

  Q10. How have your hotels been impacted compared to your competitors? 与竞争对手酒店相比贵酒店受到的影响程度如何? A It is not appropriate for us to comment on our competitors so you may like to check with them on their own position.. We remain confident of the travel industry in (region/area/hotel). 在发表对竞争对手酒店的情况对我们来讲是不合适的,因此您可以通过他们来进行了解。我们对 (地区/区域/j 酒店 )旅游产业仍然有信心

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  HOLDING STATEMENTS AND Q&A 发布声明及问&答

  Q11. Do you think that the Avian flu will have a significant impact on the travel industry in (region/area/hotel)? 请问禽流感是否对旅游行业(地区/区域/j 酒店 )的有重大意义方面的影响? A It‟s too early to know if there will be any potential impact on the industry. Our business is strong and we remain committed to our busines

  s and customers here. 对于由其带来行业潜在性的危机影响现在来讲未免过早,我们的生意不错而且我们将继续致力于我 们的业务以及客户的发展

  Q12. Do you think the Government should have acted sooner? 您认为政府是否应该早点采取行动? A That‟s really a matter for the Government to comment on. However, we support all initiatives implemented by the authorities to address the Avian flu situation. On our end, we will contribute by adopting our own precautionary measures to maintain the highest standards of food and environmental hygiene at our hotels as we have already done so. 那是应该由政府方面发表看法的问题,然而,我们将支持并全力贯彻执行政府部门针对禽流感所采 取的所有措施。我们的目的,在于通过我们所以采取的预防措施以保持酒店提供最高标准的食物质 量以及卫生环境,而且我们已经这样做了。

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  Date 日期 Dear Guest, 尊敬的客人: Welcome to (hotel)! 欢迎入住(酒店名称)! It is a pleasure to have you staying with us. 对于您的下榻我们深感荣幸。 Further to the recent media reports concerning the occurrence of Avian Flu, we would like to advise you that we have implemented safety measures to ensure that the food served in our hotel is free from risk. 当前媒体发布了关于禽流感疫情的报告,对此我们已经执行了安全措施来确保酒店提供的所有食品是安 全的。 As always, our top priority is to ensure the health and well being of our hotel guests. We maintain the highest standards of food and environmental hygiene at our hotels. In addition to these stringent standards, we have taken precautionary measures to allay concerns that any of our guests may have regarding the avian flu situation in the (region/area/hotel). 在任何时候酒店最关注的事情始终是保证客人的健康和安全。我们对酒店食品及环境执行高标准的卫生 要求。除了这些严格的标准,我们还对客人所关心的发生在(地区/区域/酒店)的禽流感疫情采取了防范 措施。 These measures at our hotels in (region/area/hotel). include: 这些措施在我们在(地区/区域/酒店)酒店包括:  Poultry and poultry-related products are imported from non-affected countries only such as USA, Europe and Australia. The poultry used in our dishes is from countries not affected by the bird flu. (if appropriate) OR 家禽以及与家禽有关的产品仅在美国、欧洲、澳大利亚没有发生疫情的国家进口。菜肴中的家禽肉类 都是来自没有禽流感疫情的地区  Poultry and poultry-related products are sourced from reputable and reliable suppliers accredited by the relevant authorities  家禽及家禽相关的产品均在有名气的,值得信赖的,经过权威机构认证的供应商处进货。  All poultry served is well cooked.  所有供应的家禽类

  食品都确保烹熟。 I would like to assure you that our hotel‟s stringent health standards are in line with those recommended by the health authorities (local market to confirm and amend this where appropriate) 请放心,我们严格的食品卫生要求均与健康机构的推荐相符合。(当地市场可以根据情况做适当修改) Should you have any questions or require more information during your stay, please do not hesitate to contact myself or a member of our team. 如您在入住期间有任何问题或要求,请与我或酒店其他员工联系。 Thank you for choosing to stay at (hotel).

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  再次感谢您在(酒店名称)的下榻。 Kind regards,此致 General Manager

  总经理

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  Terrorism – Crisis Communications Reporting Guidelines to Inzone tourism group high-star hotel operation&development department.Office 恐怖活动-银座旅游集团高星级酒店发展部危机沟通汇报指导原则

  When a terrorism incident occurs, all media communications will be executed though the Inzone tourism group high-star hotel operation&development department. Office. The Hotel PR Manager’s role in this instance, is to assist the Office in collating timely and accurate information. The Hotel remains responsible for communications with guests and staff. Ensure that all guest and staff communications are cleared with the Office prior to release. 当发生恐怖事件,所有与媒体的交流必须通过银座旅游集团高星级酒店发展部办公室。在这一情况下,酒店公关部 的角色是协助银座旅游集团高星级酒店发展部办公室及时整理确切的信息。酒店负责与客人和员工交流,但应确保 在与客人和员工交流前与本部办公室达成一致。

  Terrorism can have complex and unexpected impact on relations between guests, staff and people of different religions, ethnicity and nationalities. Much of the impact is psychological with potentially serious consequences. Although terrorism security and recovery operations is largely in the hands of the government, the hotel can take proactive security measures, communication (esp internal communications) and counseling support to contain any negative effects of terrorism on guests, staff and public perceptions. Speedy and open communications that address sensitivities of all religious/ cultural groups and different stakeholders is needed to reduce insecurity, and prevent unnecessary fear and suspicion which can become challenging problems. Tactful and swift reaction goes a long way to re-instill guest confidence and loyalty.

  恐怖活动会对客人,员工及不同信仰、种族、国籍的人会造成不能预测的,复杂的影响。很多影响是心 理上的,可能会造成严重的后果。尽管恐怖活动的安全问题及救援工作都是政府在掌控,但酒店可以采 取安全措施,沟通交流(尤其是内部沟通)及顾问支持来抑制对客人、员工及公

  众观念中的恐怖活动带 来的负面影响。

  1.

  Number of casualties (dead, injured, missing) 人员伤亡(死亡、受伤、失踪)

  2.

  What are the nationalities of casualties? 遇难者国籍?

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  3.

  Assistance rendered by hotel for casualties and family members 酒店对遇难者及家属提供的帮助。

  4.

  Where are the guests now? 客人现在在哪里?

  5.

  Is hotel still operating? 酒店仍旧营业吗?

  6.

  Any terrorist statement on reason for the attack or why the hotel was a target? 是否有任何恐怖者发布的关于为何实施恐怖袭击,及为何选择酒店为袭击目标的声明?

  7.

  What is the psychological state of guests and staff? 客人及员工现在的情绪如何?

  8.

  Has psychological counseling support been given to guests and staff? 是否对客人及员工进行了心理咨询支持?

  9.

  Have any guests made statements to the media/been interviewed by media? 是否有任何客人对媒体发表了声明或接受了媒体的采访?

  10. a) Have you been monitoring the local media for coverage on the crisis? 你对关于危机的媒体报道有所关注吗? a) Any mentions of hotel in the media? 媒体中提到了酒店吗? 11. State of relations between guests of different religions or cultures(watch for any signs of suspicion, avoidance, distrust or fear)

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  关于不同地区及宗教信仰或文化的客人之间关系的声明(注意任何可疑的,有意回避的,不信任 的,恐惧的迹象) 12. State of internal staff relations (watch for any signs of suspicion, avoidance, distrust or fear) 关于内部员工的声明(注意任何可疑的,有意回避的,不信任的,恐惧的迹象) 13. Have staff been briefed by Management how they will be handling the situation? 管理层是否向员工传达了如何应对此状况? 14. What have the local government authorities been saying about the attack? 当地政府对于此次袭击是如何说明的? 15. Is there a likelihood of another attack? Where? 还有再一次发生袭击的可能行吗?在哪里? 16. What have the diplomatic community been saying about the incident? 外交方面是如何解释此次事件的? 17. What are the various religious or other communities saying about the attack? 其它宗教或者团体是如何看待此次袭击的? 18. Any memorial services being organized to remember victims of the incident? When, where, who? Will hotel reps be participating? 是否组织了任何悼念仪式来悼念此次袭击的遇难者?在哪里?什么时候?参加者是谁?酒店代表 是否会参与? 19. Media reports monitored?是否关注了媒体报道?

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  Web logs – Monitoring and Reporting Guidelines 网络日志-监控与汇报指导方针

  Background

  背景 A Web log or “Blog” is an online journal type of website containing postings of written content and displayed in the latest order received. Traditionally, a blog is a shared jo

  urnal, much like a discussion board. The postings are a series of topical discussions written by a blog host or “blogger” and correspondences by blog readers. Blog contributors range from average citizens to credible journalists and industry experts. The general neutrality and “freshness” of blogs helps propel their wide appeal. 网络博客或“博客”是一种基于网络的日志,它是了以最新上传内容为顺序显示的日志。传统意义上来 讲,博客是一种分享日志的形式,或更像是一种讨论平台。博客作者或博主写出热点话题,阅读者会给 予回应。从普通市民到新闻工作者或是行业专家都是博客的写作者。中立性及“新鲜度”使其广为流 行。 Studies have shown that consumers trust word-of-mouth recommendations far more than they trust traditional marketing and blogs have become the quintessential forum for the word-of-mouth. In the hospitality industry, blogs are already playing a vital role through hotel reviews and recommendations – which in many cases can drive business for Inzone tourism group. However, in the event that any damaging information is posted about an Inzone tourism group property, this can potentially have a severe, negative impact on our brand image, reputation and business. 研究表明,顾客对口碑的信任远远超过了对传统市场的信任,而博客正是这样一个口碑流传的集中营。 在酒店业,博客已经成了为对酒店的评论和推荐中十分重要的部分,可以给银座旅游集团带来更多的商 机。然而,对于博客中出现的任何对银座旅游集团不利的信息,对我们的品牌、名声和生意都会带来极 坏的影响。 As part of Inzone tourism group‟s “property defense strategy”, the Inzone tourism group high-star hotel operation & development department.regional office regularly monitors some of the well-known sites containing hospitality-related content. Monitoring blogs that contain property reviews, feedback and recommendations from customers can help us avoid serious, negative publicity by giving us the opportunity to address problems before they grow larger and more public.

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  作为银座旅游集团“保护产业战略”的一部分,银座旅游集团高星级酒店发展部对于含有酒店业内容的 知名博客特别关注。关注带有酒店评论的博客内容,反馈信息以及顾客间的推荐可以帮我们及时解决问 题,避免严重的,负面的公众信息恶化或扩散。

  Web logs – the role and responsibilities of the hotel PR representative

  网络博客-酒店公关部代言人的责任和角色 If you come across negative and potentially damaging web log content relating to any Inzone tourism group‟s hotel property, please report the details immediately to Inzone tourism group high-star hotel operation&development department. 如果在网络日志看到关于银座旅游集团高星级酒店

  发展部的任何负面的内容,请立即将详细内容汇报至 本部公关分部。 Contacts: 0000, Director,Corporate email: 00000000, Communications phone: 00000 mobile: and 000000 PR, and

  00000 Manager, Brand PR and Communications, email: 00000000 phone: 000000/ mobile: 0000000 The faster we come to know of a potentially damaging web log entry, the better our chances of properly managing and containing the situation. 联系方式:00000 电子邮件:0000000 电话:000000 手机:000000 我们越早得知任何可能对我们造成不利影响的网络日志,就更多的机会来阻止对我部产业造成的相关内 容的不良影响和破坏。

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  MEDIA LOG SHEET 媒体报道登记表

  A form to be used to log media inquiries to ensure an appropriate media response

  此表格用于记录媒体的提问来保证媒体给予正确恰当的报道。

  Name:姓名 Media Organisation: 媒体组织 Tel No:电话 Mobile No:手机 Fax No:传真 Email:电子邮件 Date and time of call: 来电日期及时间 Deadline date and time: 截止日期及时间 Nature of request:要求性质

  Radio/TV Only: (Please Circle)仅限于广播/电视(请画圈进行选择) News Live Programme Pre-recorded Current Affairs Talkback

  Other…………………………………

  新闻-节目-当前事件-反馈-现场直播-提前录制-其它 Notes/comments on interview:备注/访谈评论

  Media Coverage Obtained:获得的媒体报告

  57

  Monitoring press coverage on a crisis is important. This chart enables the PR representative to keep track of all press coverage during a crisis; alert the management on potential issues and correct factual inaccuracies, if any. 关注媒体对危机事件的报告是非常重要的。此表格可以使公关部跟踪所有媒体关于危机的报道。警示管理者可能发生的问题及真实情况。 No 编号 1 2 3 4 5 6 7 8 9 10 Date 日期 Media 媒体 Headline 标题 Key Messages 主要内容 Spokesperson Quoted 发言人用语.

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