万豪国际酒店集团危机管理计划.pdf

INTERNATIONAL LOSS PREVENTION GUIDE TO
CRISIS MANAGEMENT

Table of Contents





TOPIC SECTION

CRISIS MANAGEMENT PLAN – INTRODUCTION A

INTERNATIONAL CRISIS MANAGEMENT TEAM B

ALERT ROSTER C

PROCEDURES DURING A CRISIS FOR THE CRISIS TEAM D

THREAT CONDITIONS E

DEVELOPING THE LOCAL CRISIS MANAGEMENT PLAN F

LOCAL HOTEL CRISIS MANAGEMENT PLAN G

BOMBING OR MAJOR FIRE H

HOSTAGE TAKING OR KIDNAPPING I

CIVIL DISTURBANCES J

NATURAL DISASTERS AND ENVIRONMENTAL HAZARDS K

EVACUATION PROCEDURES L

LOCAL HOTEL EVACUATION PLAN M

MANAGING THE MEDIA DURING A CRISIS N

APPENDICES O
- Notifications
- Headquarters Notification
- Bomb Threats Form
Marriott International Confidential & Proprietary Information October 2001
CRISIS MANAGEMENT PLAN

INTRODUCTION



















- ‘You can ensure the safety of your defense
if you only hold positions that cannot be
attacked’.
Sun Tzu
INTERNATIONAL LOSS PREVENTION GUIDE TO
CRISIS MANAGEMENT


Objectives



The objective of this Crisis Management Plan (hereafter referred to as the Plan) is to
create a coordinated and effective approach to a crisis situation, utilizing maximum
resources and trained personnel, allowing the normal business of Marriott International,
Inc. to continue with minimal interruption.

The Plan has been created to deal with threats to Marriott Brand* hotels and/or personnel,
which may occur in the following crisis situations: kidnapping or hostage taking of a
Marriott International Associate or family member as a result of Marriott International
employment; hostage taking of a guest while in a Marriott Brand hotel; bombing or
serious threat of a bombing of a Marriott Brand hotel; fire involving extensive property
damage, multiple serious injuries or death in a Marriott Brand hotel; extortion threat
against a Marriott Internationa