摘要在突发性危机事件多发的今天，酒店因其自身的依赖性、关联性和脆弱性更易受到危机事件的威胁。本文在理清了酒店突发性危机事件及应急管理的相关内涵的基础上，从酒店突发性危机事件的应急管理现状入手，探析了酒店在应急管理中存在的主要问题。研究表明，预防与应急准备不足、监测与预警机制有待加强、指挥与协调机制缺乏、信息发布与舆论引导机制有待提高、调查评估和学习机制有待完善是酒店应急管理中存在的主要问题。最后文中指出应从提高全员应急管理意识，重视监测与预警，成立应急管理小组，保持与新闻媒体的良好沟通，加强与同行及社会相关部门的合作与交流等方面提升酒店的应急管理能力。86897

毕业论文关键词：酒店；突发性危机事件；应急管理

Research on Emergency Management of Hotel Sudden Crisis 

Abstract Nowadays, the sudden crisis occurs frequently, and hotel is more vulnerable to the threat of sudden crisis because of its dependence, relevance and vulnerability。 On the basis of clarifying the connotation of  hotel’ s sudden crisis and emergency management, this paper starts from the present situation of hotel’ s emergency management, then analyzes the main problems of emergency management of hotel。 The study shows that main problems existing in the emergency management of hotel includes the lack of prevention and emergency preparedness, the monitoring and early warning mechanisms need to be strengthened, the information dissemination and public opinion guidance mechanisms need to be improved, the investigation and evaluation and learning mechanisms need to be completed。 At last, the study points out that strategies should be applied to enhance hotel’ s ability of emergency management, such as raising all employees’ awareness about emergency management, paying attention to monitoring and early warning, setting up an emergency management team, maintaining good communication with the news media, and strengthening the cooperation and communication with the peers and social related departments。

Keywords: hotel；sudden crisis；emergency management

目  录

0 引言 1

1 酒店突发性危机事件与应急管理的基本内涵 1

1。1 酒店突发性危机事件的相关概念 1

1。1。1 酒店突发性危机事件的定义 1

1。1。2 酒店突发性危机事件的特点 2

1。1。3 酒店突发性危机事件的类型 3

1。2 应急管理的相关概念 4

1。2。1 应急管理的定义 4

1。2。2 应急管理的内容 4

1。2。3 应急管理的原则 5

2 酒店突发性危机事件应急管理的现状 6

2。1 应急管理意识有所增强 6

2。2 重视应急预案的制定 6

2。3 应急处理能力有所加强 7

2。4 重视日常应急演练 7

3 酒店突发性危机事件应急管理中存在的问题分析 8

3。1 酒店突发性危机事件应急管理中存在的问题 8

3。1。1 预防与应急准备机制的不足 8

3。1。2 监测与预警机制建设有待加强