北京大酒店员工手册模板.doc

北京诺富特海润酒店职员手册Employee Handbook of Novotel Beijing West目录Foreword 序言Mission Satement 企业宗旨Welcome Message from the General Manager 总经理欢迎辞CHAPTER 1. Accor/AAPC Presentation第一章 雅高集团介绍/雅高亚太集团介绍NOVOTEL WORLDWIDE诺富特介绍NOVOTEL BEIJING WEST北京诺富特海润酒店介绍CHAPTER 2.Professionalism at all levels and the Accor values第二章雅高集团饭店管理全方位职业化表现及雅高品质CHAPTER 3.General terms and conditions of employment第三章北京诺富特海润酒店职员聘用条例WB3.1Recruitment guideline职员聘用指南3.2Probation period 职员试用期3.3Working hours,rest days & overtime 工作时间、休息日和超时工作3.4Basic Salary 基础工资说明3.5Extra month Salary 年底双薪3.6Time card & swipe card 考勤卡使用要求3.7Attendance 出勤要求3.8Staff uniform 职员工作服3.9Transfer. promotion & demotion 调岗、晋升和降职3.10Resignation/Termination 辞职/解聘3.11Renewal of employment contract 协议续约3.12Exclusive service and entire time 限制兼职员作之要求3.13Change of personal particulars 个人情况变更说明CHAPTER 4.Employee Benefits第四章职员福利4.1Duly meals无偿工作餐4.2Statutory Holidays 法定节假日4.3The Ladys Day妇女节假4.4Annual Leave 年假4.5Matrimonial Leave 婚假4.6Maternity Leave 产假4.7Compassionate Leave 丧假4.8Home Leave探亲假4.9Public Leave公假4.10Work Injury工伤4.11Medical Benefits 医疗福利4.12Hospitalization Leave 住院4.13Prolonged medical Leave 医疗期4.14Leave without Pay 事假4.15Year end Bonus 年底奖4.16Incentive 奖金4.17Awards 职员奖励4.18Training 职员培训4.19English Allowance 英语津贴CHAPTER 5.Hotel Rules & Regulations第五章北京诺富特海润酒店职员必需遵守各项管理要求5.1Name Badge 职员工牌管理要求5.2Employee ID card 职员工作证管理要求5.3Employee entrance & exit 职员通道管理要求5.4Time card & daily time sheet 职员考勤管理要求5.5Personal visit 职员接待私人来访管理要求5.6Personal calls 职员接打私人电话管理要求5.7Smoking 职员在店内吸烟管理要求5.8Washroom 职员使用客用洗手间管理要求5.9Use of lifts/elevators 职员使用电梯管理要求5.10Loitering 职员不许可在店内闲逛管理要求5.11Lost & Found items 失物招领5.12Theft 职员不许可偷窃酒店物品管理要求5.13Eating/Drinking 职员不许可在岗上吃东西管理要求5.14Drunkenness/under influence of Alcohol 职员不许可在岗上醉酒管理要求5.15Personal pager & Handphone 职员配带私人传呼机和手机管理要求5.16Confidentiality 职员必需遵守酒店保密制度管理要求5.17Health & Safety at work 职员安全工作管理要求5.18Types of Misconduct 违纪类别5.19Structure of Disciplinary Action 纪律处分结构5.20General Guidelines 总方针5.21Grievance procedure 职员进行申诉程序CHAPTER 6.Staff Responsibility第六章职员职责规范6.1Staff uniform 职员个人工作服保管和使用6.2Personal hygiene 职员个人卫生规范6.3Personal grooming 职员个人仪表仪容规范6.4Posture 职员个人体态规范6.5Attitude 职员工作态度要求6.6Cleanliness 职员工作环境规范6.7Punctuality 职员守时准则6.8Effcient and prompt service 职员工作效率和服务效率要求CHAPTER 7.Employee Facilities第七章职员设施介绍7.1Staff dining room 职员餐厅7.2Staff locker & staff locker room 职员更衣柜和更衣室7.3Staff notice board 职员布告栏7.4Staff activity area 职员活动区域CHAPTER 8.Emergencies-what you should do in case of-第八章紧急事故处理一旦遇有紧急事故，您该这么做8.1Fire火灾8.2Accident 意外事故8.3Breakdown of lifts/elevators 电梯故障Appendix Personal Grooming Standard For Male附录 职员个人仪表准则(女)Personal Grooming Standard For Female职员个人仪表准则(男)Appendix Employee Handbook acceptance附录 .接收职员手册协议FOREWORD序言This Employee Handbook is designed to give you an overall insight and understanding of working in NOVOTEL BEIJING WEST.本职员手册意在使您对北京诺富特海润酒店有一个全方面认识和了解。The Management reserves the right to amend any part contained in this handbook. Any amendment should be reviewed and approved by the hotel Labor Union and the Staff Representative Meeting before it can take effect and be implemented. Where any point in this handbook differs from the notices, circulars that the Hotel may issue from time to time, the latter will take precedence.北京诺富特海润酒店管理层有权对本手册内容进行修改和调整，并经酒店工会和职代会审议经过后方能生效实施。以后酒店颁布任何管理条例有和之相驳之处，均以后者为准。The Chinese version of this handbook will be deemed as the base for implementation, mediation and arbitration.本职员手册以汉字文本为以后实施、调解、仲裁标准和依据。MISSION STATEMENT企业宗旨THE NOVOTEL BEIJING WEST WILL BE RECOGNISED BY ITS GUESTS LOCALLY, DOMESTICALLY AND INTERNATIONALLY AS FIRST CLASS LUXURY HOTEL AIMED AT THE UPPER END OF THE BUSINESS AND LEISURE TRAVEL MARKET.北京诺富特海润酒店致力于商业和旅游娱乐市场最高目标，将被当地及中国外用户公认为第一流豪华酒店。THE HOTEL WILL OFFER UNIQUE AND DISTINCTIVE CHARACTER AND CHARM，WITH STANDARDS OF SERVICE AND FACILITIES THAT REFLECT A GENEROSITY OF SPIRIT , ELEGANCE AND SOPHISTICATION.酒店将以其独特品质和魅力，提供标准服务和设施，反应慷慨、优雅和成熟精神。THE HOTEL WILL COMBINE THE FRIENDLINESS OF THE CHINESE PEOPLE AND EXPERIENCE OF ACCOR HOTELS TO DELIVER A HIGH AND CONSISTENT SERVICE PROMISES TO ALL GUESTS酒店将中国人民友好精神和雅高集团酒店管理经验相结合，为全部来宾提供一直如一高质量服务。OUR SALES AND MARKETING TEAM WILL BE COMMITTED TO MAXIMIZING REVENUE WHILST GAINING RESPECT AMONGST COMPETITORS AND THE LOCAL COMMUNITY.我们销售和市场队伍也将在取得最大利润同时取得同行和当地社团尊重。OUR STAFF WILL BE PROUD TO WORK IN AN ENVIRONMENT THAT IS BOTH SUCCESSFUL AND EFFICIENT AND CONDUCTIVE FOR CAREER ADVANCEMENT WITHIN ACCOR HOTELS.我们职员将以能够在雅高集团酒店富有成就、高效并有利于其职业发展工作环境中任职而骄傲。THE OWNERS WILL BENEFIT FROM OUR COMMITMENT THROUGH AN INCREASING RETURN ON THEIR INVESTMENT.业主投资将因我们托管而带来不停增加回报。THE MANAGEMENT WILL INITIATE PROCEDURES TO ENSURE ENVIRONMENTALLY FRIENDLY PRACTICES ARE UNDERTAKEN TO PRESERVE THE ENVIRONMENT AND SURROUNDS OF BEIJING.我们将在管理中提议环境保护方法，以确保这些主动方法落实，保护北京环境。THE NOVOTEL BEIJING WEST WILL BE POSITIONED AS THE BEST HOTEL 4 STAR IN BEIJINGAND WILL CONSISTENTLY EXCEED CUSTOMER EXPECTATIONS THROUGH A HIGHLY TRAINED AND MOTIVATED TEAM OF EMPLOYEES COMMITTED TO MAXIMISING PROFITS AND VALUE FOR THE OWNERS.北京诺富特海润酒店将成为北京最好酒店，经过高水平培训主动职员队伍将不停给用户带来超值服务，并给业主发明最大效益。WELCOME MESSAGE FROM THE GENERAL MANAGER总经理欢迎辞Welcome to NOVOTEL PEACE HOTEL北京诺富特海润酒店欢迎您!Dear Colleagues.亲爱各位职员：Welcome to the team of NOVOTEL BEIJING WEST,which is managed by Accor Asia Pacific.欢迎各位加入北京诺富特海润酒店职员队伍，北京诺富特海润酒店是由雅高亚太集团管理。As an employee of this hotel,you have been selected on the basis of your educational and professional backgrounds,your ability to serve guests in the best manner and your skills to contribute to the success of the hotel and establish its reputation as BEIJING s best 4 STAR accommodation and dining venue.在您被挑选成为酒店一名组员时，我们对您教育和职业背景、您对客人服务能力和态度及您对酒店成功运行和确立酒店成为北京最完美酒店而拥有技能全部做了充足考虑。As an employee of NOVOTEL BEIJING WEST you become part of a worldwide group of over 125,000 employees.That of ACCOR,a French-based company which owns and/or manages some 3300 Hotels in more than 85 countries.In Asia,Accor is already the largest hotel group in the region with over 140 hotels.雅高是一家总部在法国、在全世界85个国家拥有(或管理)3300多家饭店、聘用超出125，000名职员世界性饭店管理集团。在亚洲，雅高亚太集团管理着140多家饭店，已成为该区最大饭店管理集团，作为北京诺富特海润酒店一名职员，您已成为雅高集团一名组员。NOVOTEL BEIJING WEST as a quality international deluxe hotel is committed to promote guest satisfaction by providing the highest level of service.All our guests should be treated as a VIP.Thus,the time they spend at the hotel,with us,should be perfect,successful and such that they will be keen to return.作为一家国际标准高品质酒店，北京诺富特海润酒店将为客人提供最高水准服务质量以满足客人需求。酒店全部客人全部应受到贵宾礼遇。只有这么，她们在酒店和我们一起度过时光才会是完美，也只有这么，她们才会乐于再次光临我们酒店。I trust that you will take your place in our group and settle in to become an active, efficient and productive member of the team.我相信，您在我们集团中会找到自己位置而且一定会成为我们这支队伍中有着主动、高效和发明精神一员。This Employee Handbook has been prepared to help you settle into a new environment and inform you of the benefits and opportunities available.It also outlines the rules we have developed,in order for us to work well together at NOVOTEL BEIJING WEST,thus achieving our aims from the very beginning.为了使您能够适应工作环境，了解和掌握您在本酒店工作所能得到多种待遇和发展机遇，愈加好地为北京诺富特海润酒店努力工作，我们特地为您编写了本职员手册，期望您能充足了解和认识我们工作目标，认真遵守我们各项工作要求和条例。GOOD THINKINGGeneral Manager总经理CHAPTER 1第一章INTRODUCTION OF ACCOR SA & ACCOR ASIA PACIFIC (AAPC)雅高集团介绍和雅高亚太集团介绍INTRODUCTION OF ACCOR SA雅高集团介绍NOVOTEL BEIJING WEST is part of the French based Accor Group,the worlds largest hotel,catering,restaurant and tourism corporation employing over 125,000 people in 135 countries.北京诺富特海润酒店是全球最大酒店、宴会、餐饮和旅游业企业法国雅高集团管理一部分。雅高集团在135个国家雇佣超出125，000名职员。Accors core business is the management of hotels and it is currently the largest hotel management group in the world operating 3300 hotels (representing 300,000 rooms) with a hotel chain in every category of the market from luxury to budget accommodation.雅高关键业务是饭店管理，现在是世界上最大饭店管理集团，她以连锁方法在全球经营3300家酒店(拥有30万间客房)，雅高涵盖了全部饭店类型，种类从豪华型到经济型。Accors hotel brands include:Sofitel, Novotel, Mercure, Ibis, Motel 6 and Formule 1.雅高饭店品牌包含：Sofitel, Novotel, Mercure, Ibis, Motel 6 and Formule 1。Originally a hotel company, Accor has diversified its operations into restaurantsand catering,travel agencies,service vouchers and railway passenger accommodation and catering.从一个饭店管理企业开始，雅高已将她业务领域拓展到餐厅、宴会、旅行社、餐券服务和火车旅客住宿、餐饮等方面。INTRODUCTION OF ACCOR ASIA PACIFIC (AAPC)雅高亚太集团介绍The company commenced operations in 1988 in Bangkok,with the first hotel in Australia opening three years later in 1991.企业于一九八八年在曼谷开始运作，三年后即一九九十二个月第一家饭店在澳大利亚开业。Accor Asia Pacific has the exclusive right to use the hotel brand names of the Accor group.They are Sofitel (deluxe),Novotel(first class),Mercure (a multi-tiered mid-market brand),Ibis (economy class) and Formule 1 (budget).雅高亚太集团享受使用雅高集团饭店品牌名称专利。这些品牌是：Sofitel (豪华型)，Novotel (高级型),Mercure(中级型),Ibis(经济型),Formule 1(一般型)。In little more than seven years, Accor Asia Pacific (AAPC), Accors wholly owned subsidiary in Asia, has established itself as the largest and most dynamic hotel group in the Asia Pacific region.雅高亚太集团系雅高集团在亚洲全资拥有子企业，仅在七余年内已成为亚太地域最大及最有活力饭店管理集团。Boasting over 140 hotels and over 28,000 hotel rooms,AAPC hotels can now be found in 15 countries in Australia, New Caledonia, China, Korea, Phili- ppines, Indonesia, Sigapore, Malaysia, Thailand, Vietnam, Cambodia, Laos, Myanmar, India and Japan.拥有超出140家饭店和超出28，000间客房，现在雅高亚太集团饭店在亚太地域15个国家随地可见澳大利亚、新西兰、新喀里多尼亚、中国、韩国、菲律宾、印度尼西亚、新加坡、马来西亚、泰国、越南、柬埔寨、老挝、缅甸和日本。A further 50 hotels and 12,000 rooms are committed or under construction.with the company on target to increase to some 200 hotels by the end of .Currenly two thirds of AAPCs hotels are in Asia and one third in Australia.In China.企业目标是在底前吸收已达成意向和另外正在建设中拥有一万二千间客房五十家饭店，使集团饭店总数发展到二百家左右。现在雅高亚太集团三分之二饭店分布在亚洲，另有三分之一在澳大利亚。The rapidly growing portfolio of hotels is complemented by an international sales & marketing and Accor reservations network services.饭店快速增加业务量是由一个国际性销售、市场推广和雅高预订网络服务所带动。INTRODUCTION OF NOVOTEL诺富特介绍Novotel, Good Thinking诺富特，最好选择Novotel, Welcome Home诺富特，欢迎您330 hotels and resorts equaling 52.000 rooms in 54 countries with restaurants open from 6 am to midnight,meeting and conference rooms,swimming pools,car parking.Every day more than 40.000 people around the world choose Novotel for its wide range of location,the staffs warm welcome,atmosphere and decor,free accommodation for up to two children (under 16) sharing their parents room,the reputation of the buffet breakfast,the quality,the comfort and spaciousness of the rooms,the Accor Card,the Advantage Plus card etcetera分布在54个国家，拥有5间房间330家饭店和度假村，从早上600至午夜提供餐饮，多种会议，游泳池，停车场等服务。天天40000多人选择诺富特是因为它饭店遍布世界各地，服务热情友好，环境舒适，装饰美观，和父母同住(最多)两位16岁以下儿童可享受无偿住宿服务优惠待遇。信誉极高自助早餐，高质量，舒适和宽大客房，方便ACCOR卡和其它多种优惠卡。The Novotel Spirit诺富特精神A warm atmosphere a friendly smile,attentive touches a relaxed bar,we are always at your service伴伴随温馨气氛，友好微笑，殷切关心，轻松环境，我们随时为您服务。From your arrival to your departure,at Novotel we do our utmost to see that you feel home.在诺富特，从您光临直到您离店，我们会尽最大努力使您感到宾至如归。Its a part of our philosophy.这是我们服务理念一部分。The room:客房Whether you are traveling alone or with your family,our rooms decorated in warm colors offer a full 24m2 of living spaceA corridor with closet, large bed,sitting area,color TV,mini bar,AC,and room for comfortable stay.不管您是单独旅游还是同您家人一起旅游，我们全部将为您提供24平方米装饰温馨舒适客房(包含带壁橱走廊、大床、会客区、彩色电视机、小酒巴、空调)。For the business traveler,desk with computer outlet and IDD对于商务旅游者，我们提供带电脑输出端口电脑桌和长途电话。The bathroom:浴室Warm and appealing colors for more comfort.Washbasin, bath with shower,large towel.The Novotel bathroom offers the ideal ambience to relax and re-energize.温暖和吸引人颜色使您更感舒适。面盆，带淋浴浴室，大毛巾，诺富特浴室为您提供一个放松和重新恢复体力环境。The restaurant:餐厅Anytime is the right time for an enjoyable pause.From 600 to 2400To start your day, nothing like a tempting buffet breakfast to awaken your appetite!不管何时全部是令您做一个愉快短暂停留最好时机。从6002400当您开始新一天，没有什么能象您品尝美味自助早餐而唤起您食欲那样，使您一天感到轻松愉快。The Bar酒吧Quiet laughter,soft music,the pleasant sound of tinkling glassat the Novotel bar you can unwind in a warm friendly atmosphere.闲适笑声，轻柔音乐，碰杯时愉快响声在诺富特酒吧，您能够在温馨友好环境中放松心情。Meetings:会议室Novotel offers large modular meeting rooms equipped with the latest technology.You can concentrate on your speech while we take care of the rest.诺富特为您提供装备优异科技设备大型标准会议室。Receptions:招待会Wedding,theme evenings,anniversaries,cocktails parties,Novotel organizes all your receptions to perfections and provides hotel room for everyone.众多专题晚会，周年庆典，鸡尾酒会，诺富特为您安排全部您所要求招待会而且为和会者提供饭店房间。INTRODUCTION OF NOVOTEL BEIJING WEST北京诺富特海润酒店介绍LOCATION位置Novotel Beijing West will be the first Accor hotel to open in Beijing with brand new standards. Scheduled to open its doors in early , Novotel Beijing West is located in the heart of Beijings “silicon valley” in Zhongguancun and boasts the latest generation of 318 designer rooms, including 228 spaciousduplex LOFTrooms& suites. Other highlights are the Novotel signature show-kitchen restaurant “The Square”, M3 cocktail bar and a spectacular panoramic indoor pool. Novotel Beijing Wests strategic location is also only a few minutes away from the Olympic Park and to more than a dozen major Universities, while the subway station is at the hotels doorstep.北京诺富特海润酒店是法国雅高集团在北京开业第一家新品牌标准酒店，预定于年初开业，酒店在北京硅谷关键区域 ”中关村”，拥有318套最新式客房，其中包含228套宽大复式阁楼型套房。 另外，北京诺富特海润酒店还拥有别具一格展台式餐厅”The Square”，M3鸡尾酒吧，和引人入胜室内游泳池，您可在游泳池里俯瞰酒店全景.奥林匹克公园和十几家关键大学分布在酒店四面，您只需花几分钟便可抵达。酒店地处交通便利地带，地铁站就在酒店正门周围。Destination attractions Beijing is welcoming in the XXIX Summer Olympiads.The Forbidden City, The Great Wall, The Summer Palace and much more.周围景点北京立即迎来第29届夏季奥林匹克运动会故宫，长城，颐和园等景点。ManagementNovotel Beijing West is managed by Accor. Accor is the largest and fastest growing hotel group in the Asia Pacific region, with 51 hotels and 15 175 rooms in China in 26 cities and over 4,000 hotels worldwide. China has presently 11 hotels which are Novotel.酒店管理：北京诺富特海润酒店是由法国雅高集团统一管理酒店。法国雅高集团是亚太地域最大，发展最快及逐步壮大酒店集团，雅高集团在中国26个城市已开设51家酒店，共15175套客房，世界各地多有4000多家雅高酒店。中国地域现有11家诺富特酒店。HighlightsKey FeaturesTrend-setting restaurants and barsAll public areas enjoy wireless access to high speed internetAll rooms and suites enjoy access to broadband internet.IDD in all rooms and suites24 hour in-room diningTravel and tour deskLimousine se