大酒店员工手册模板模板.doc

Employee Handbook员 工 手 册CATALOGUE目录Foreword序言Mission Statement企业宗旨Welcome Message from The General Manager总经理欢迎辞Owning Company Introduction 业主介绍CHAPTER 1.Meritus第一章 君华管理企业介绍CHAPTER 2.The Meritus experience (our history/our founder) 第二章 我们历史，我们创始人CHAPTER 3.General terms and conditions of employment第三章 职员聘用条例3.1 Recruitment guideline职员聘用指南3.2 Probation period职员试用期3.3 Working hours, rest days & overtime工作时间、休息日和超时工作3.4 Time card & swipe card考勤卡使用要求3.5 Attendance职员出勤要求3.6 Staff uniform职员制服3.7 Transfer、Promotion & Demotion调职、晋升及降职3.8 Resignation/Termination/Dismissal辞职/ 解聘/ 解聘3.9 Renewal of employment contract协议续签3.10 Exclusive service and entire time限制兼职员作之要求3.11 Change of personal particulars 个人情况变更说明CHAPTER 4.Employee Benefits第四章职员福利4.1 Duty Meals 无偿工作餐4.2 Public Holidays法定节假日4.3 Annual Leave年假4.4 Matrimonial Leave婚假4.5 Maternity Leave产假4.6 Compassionate Leave丧假4.7 Work Injury工伤4.8 Medical Benefits医疗福利4.9 Leave without pay/Sick Leave事假/病假4.10 Bonus奖金4.11 Awards职员奖励4.12 Training职员培训CHAPTER 5.Hotel Rules & Regulations第五章酒店各项管理要求5.1 Name Badge职员名牌5.2 Employee ID card职员证5.3 Employee entrance/exit职员通道5.4 Security Vetting职员接收例行安全检验5.5 Time card & daily time sheet职员考勤5.6 Personal visits职员接待私人来访5.7 Personal calls职员接打私人电话5.8 Smoking职员在酒店内吸烟5.9 Washrooms职员使用客用洗手间5.10 Use of lifts/elevators of guests职员使用客用电梯5.11 Loitering职员不许可在店内闲逛5.12 Lost & Found items失物招领5.13 Theft职员不许可偷窃酒店物品5.14 Eating/Drinking职员不许可在岗上吃东西5.15 Drunkenness/Under influence of alcohol职员不许可在岗上酗酒5.16 Personal pager & Handphone职员配带私人传呼机或手机5.17 Confidentiality职员必需遵守酒店保密制度5.18 Health & Safety at work职员安全工作5.19 Types of Misconduct职员违纪类别5.20 Structure of Disciplinary action职员纪律处分结构5.21 Grievance Procedure职员进行申诉程序CHAPTER 6.Staff Responsibilities第六章职员职责规范6.1 Staff uniform职员制服保管和使用6.2 Personal hygiene职员个人卫生6.3 Personal grooming职员个人仪容仪表6.4 Posture职员个人体态6.5 Attitude职员工作态度6.6 Cleanliness职员工作环境6.7 Punctuality职员守时准则6.8 Efficient 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7.1 Staff dining room职员餐厅7.2 Staff locker & staff locker room职员更衣柜和更衣室7.3 Staff notice board职员布告栏CHAPTER 8.Emergencies-what you should do in case of第八章紧急事故处理8.1 Fire火灾8.2 Accidents & Death意外事故和伤亡8.3 Breakdown of lifts/elevators电梯故障Appendix 1 Personal Grooming Standards For Female附录1仪容仪表标准（女）Personal Grooming Standards For Male仪容仪表标准（男）Appendix 2 Employee Handbook acceptance附录2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 MERITUS MINGDE SHANGHAI.本职员手册意在使您对上海铭德君华大酒店有整体了解，并知晓怎样在其中工作。The Managerial team reserves the right to amend any part contained in this handbook. Any amendment should be reviewed and approved by the hotel management 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.酒店管理层有权对本手册内容进行修改和调整，任何修改均需得到酒店管理层审核确定方可生效。以后酒店颁布任何管理条例有和之相悖之处，均以后者为准。The employee handbook is provide hotel Overview, staff recruitment, staff wages and benefits, the staff code of conduct, the hotel various rules and regulations, security and other provisions for hotel employees.本职员手册为上海铭德君华大酒店工作职员提供相关酒店概况、职员聘用、职员工资福利、职员行为规范、酒店多种规章制度、安全等要求。This manual is not the only source of information on hotels; each employee has an obligation familiar with the departments own rules and regulations. In addition, the hotel has the responsibility under the business development staff handbook need for timely adjustment of the relevant provisions in the hotel and will be regularly posted on the bulletin board in the publicity staff, our staff should be concerned about and implementation.此手册并非本酒店信息唯一起源，每位职员全部有义务熟悉自己所在部门要求和条例。另外，酒店有责任依据业务发展需要立即调整职员手册中相关条文，酒店并会定时张贴在职员布告栏中公告，酒店职员应予关注和实施。 MISSION STATEMENT企业宗旨VisionTo become Asians outstanding hospitality brand愿景:成为亚洲卓越酒店业品牌Core valuesAsian Hospitality关键价值观 （亚洲式殷勤好客之服务）We promise to provide our guests with an experience of Asian grace, warmth & care every time they stay with us我们承诺在每时每刻提供给酒店客人“亚洲式优雅、热情、关爱”之体验。MISSIONLead the region of Asian hospitality through our Asian grace, warmth and care.使命 （藉着“亚洲式优雅、热情、关爱”将“亚洲式殷勤好客之服务”作为酒店业风向标）The Meritus PromiseLet us make some commitments让我们许下一些承诺吧I Shall ask 我愿意问询I shall appreciate 我心怀感激I shall not ridicule 我不会嘲笑奚落I shall not hold back 我不会犹豫不前WELCOME MESSAGEFROM THE GENERAL MANAGER总经理欢迎辞Welcome to MERITUS MINGDE SHANGHAI 上海铭德君华大酒店欢迎您！Good Morning Ladies and Gentlemen,女士们、先生们，早上好：It gives me great pleasure to be able to welcome you today as new members of the Meritus Mingde Shanghai team.今天，很快乐有这么一个机会，欢迎在座各位成为我们铭德君华大酒店新组员。Meritus is a luxury Asian brand that prides itself in offering the finest hospitality for business and leisure travelers. Our name is a Latin word that means deserving of merit, which together with our distinctly Asian logo symbol is a fusion of Eastern philosophy and respect of Western sophistication we offer the best of Asian and Western hospitality.君华品牌是亚洲奢华品牌，以提供给商务客人和休闲游客“最优质热情服务”为荣耀。“君华”一词，源于拉丁文，意指“品质精美”，配以融合了东方哲学和西方雅致尊荣典雅标志，代表是君华所提供亚洲式经典服务和备受推崇西方法典雅。Our owning company Mingdu Property Development has invested a total of US$100 million into this project making it one their most important projects. Needless to say, they will be placing a great deal of emphasis on ensuring the success of the hotel.我们业主方-上海民强投资（上海民全部置业发展企业）在这个酒店工程项目上投资近1亿，足见其对此项目标重视。更不用说，她们将致力于确保酒店成功。The hotel you are joining will have the privilege of being the first International 5 star hotel to open and operate in the Zhabei district which is now beginning to emerge as the new CBD area of Shanghai as many companies move their operations into the district.在座各位所加入铭德君华酒店将会成为闸北区第一家五星级酒店，而闸北区本身也立即以商务中心地域新姿态吸引很多跨国企业。Our hotel will feature 288 rooms, 5 Food & Beverage outlets, extensive conference and banqueting facilities, a health spa and fitness center, 3 executive floors including the Meritus Club Lounge and a swimming pool. These facilities are very important for drawing guests to come and stay at the hotel. However what is more important and vital to the success of our hotel, is the welcome they receive when they arrive, the service they receive during their stay, the farewell they receive when they depart and the follow up service they receive afterwards this all comes down to the hotels most important resource YOU, our staff. Our service promise is Asian Grace, Warmth and Care each time a Guest stays. We dont just promise good service or excellent service we promise warm service that cares!我们酒店拥有288间客房，5处餐饮场所，宽大会议及宴会设施，健身中心和水疗馆，3个楼层行政楼，包含君华会和游泳池。这些设施是吸引客人前来入住关键原因，然而对于酒店成功更关键和关键是我们迎接和送别服务-在客人入住期间所感受到服务，在她们离店时送别服务，她们再次入住跟进服务；这些全部取决于酒店最关键资源-你们，我们职员。我们服务承诺是在客人每次入住时亚洲式优雅、热情和关爱。我们不单单承诺提供良好服务，我们承诺是能让客人感受到关爱服务！You will receive a great deal of training over the next few weeks to enable you to help provide this level of service to our guests once the hotel opens. For those of you have worked in pre-opening hotels before, you will know that it is hard work, but you will also know the thrill of when the hotel opens after all of your hard work. We are now in the final 90 day period prior to our soft opening, this is a vital and busy period to ensure that all of the hotels systems, equipment and operations are installed, checked and tested prior to opening for our guests. I encourage you to listen to your supervisors, managers and Department Heads, learn all you can and work hard together we will make this one of the best five-star hotel in Shanghai.在接下来数周,你将接收大量培训，有利于一旦酒店开幕，你能够为我们客人提供这么服务水准。对于那些有酒店筹备工作经验人来说，你就会知道，工作很艰苦，但你也会知道酒店开业是你全部辛勤工作最好回报。距离酒店开业还有最终90天，而我们试营业，则是一个关键和繁忙时期，在向我们客人开放之前，确保全部酒店系统、设备和营运安装、检验和测试。激励你倾听你主管、经理及部门总监，努力学习和工作-让我们会齐心协力，将铭德君华大酒店打造成上海最好5星级酒店之一。Again I welcome you to the hotel. I am sure that your experience with Meritus will be a rewarding one and I look forward to working with you all to make this not just a good hotel, but a great hotel that cares for its guests and sees them returning often to enjoy our hospitality.在此欢迎你们加入。我相信你经验对君华将是一个有帮助，我期待着和你一起工作，使铭德君华大酒店不仅是一个很好酒店，而是一个关心客人、期待客人再次入住并享受我们“盛情和款待酒店。General Manager总经理OWNING COMPANY INTRODUCTION业主介绍Shanghai Minqiang Investment (Group) Co. Ltd came into existence from Shanghai Minqiang Housing Development Co. Ltd. The company has developed and accomplished several engineering projects since engaged in the housing industry such as Mingde International Plaza and Meritus Mingde Shanghai.Through experienced in the market for a dozen times of years, Minqiang is combined with the local feature in the change of market and has formed a development idea and sales mind with its own character. With the development of the company scale, the group company is forming a business chain among Housing Development, Hotel Management, Estate Management, Furniture Appliance and Building Material Production in order to stand in the market and widen the business space, thus contributing to the housing development in Shanghai.上海民强投资（集团）由上海民强房地产发展改组成立。早在1995年企业从事沪上房地产业以来，已前后开发完成和在建项目有：万荣阳光苑、丽景翠庭、铭德国际广场、铭德君华大酒店等相关项目。上海民强经过十几年市场历练，紧密结合当地市场发展改变特点,逐步形成了富有本身特色开发理念和营销思绪。伴随企业规模连续发展壮大，集团企业正在形成房地产开发、酒店经营、物业管理、家居用具及建材生产加工业务链,以期立足市场，拓宽业务空间，为上海房地产发展贡献绵薄之力。CHAPTER 1第一章INTRODUCTION OF MERITUS君华管理企业介绍 MERITUS MINGDE SHANGHAI上海铭德君华大酒店介绍INTRODUCTION OF MERITUS 君华管理企业介绍Meritus Management was founded in 1991, is headquartered in Singapore. Our commitment is to reliably deliver a consistent experience of Asian Grace, Warmth & Care at every Meritus Hotel & Resort. Our core values are to provide our guests with an experience of Asian Grace, Warmth and Care君华酒店管理创建于一九九十二个月，总部在新加坡。在每一个君华酒店和度假村有效传输亚洲式殷情好客之服务，提供给我们客人亚洲式优雅，热情，关心尤其体验 MERITUS HOTELS & RESORTS君华酒店集团Meritus Mingde Shanghai is managed by Meritus Hotels and Resorts, a Luxury Asian brand that prides itself in offering the finest hospitality for the business and leisure traveler.Trading under a Latin name that denotes deserving of merit and fused into an Asian mark that depicts quality of excellence and worth, the Meritus brand is a true representation of our eastern roots with respect towards western sophistication.上海铭德君华大酒店由新加坡君华酒店管理集团管理。品牌名称源自于拉丁文，原意为“品质精神”，承载着君华品牌亚洲式卓越品质和价值，是东方传统和西方现代完美融合。Meaning and positioning君华集团含义和定位：Meritus is derived from Latin, symbolize “high quality”. Meritus is Asian-style luxury hotel brand. Whether for business or leisure, you will fully experience of Asian Grace, Warmth & Care .源于拉丁文，Meritus意指“品质精美”。君华为亚洲式豪华酒店品牌。不管商务或休闲，您将深切体验其独特亚洲殷勤待客之道。The gold silk:金丝绸之带：The Group is symbolized by a silk ribbon. The Meritus logo consists of the seal of quality and a golden Ribbon. The sed represents History, Quality, Style and dedication and is a guarantee of our commitment to consistently deliver our signature Asian Hospitality to our guests. The ribbon symbolizes silk, the highly sought after item that first linked the East with the West. With its exotic Asian feel and a certain grace and elegance, wearers are associated with taste, class and leadership.集团象征着贯穿东方文化和贸易交流信物，丝绸代表着东方情怀和尊贵优雅。君华金丝绸之带意蕴着东方古是情怀、优雅、尊贵及领导地位。MERITUS MINGDE SHANGHAI上海铭德君华大酒店Located in the Zhabei district, one of the nine central districts in Shanghai envisaged as the new central business district, the newly opened Meritus Mingde Shanghai is within convenient reach of major shopping malls and Shanghai Peoples Square.上海铭德君华大酒店-闸北区最新超豪华国际酒店，傲居人民广场商圈北侧，地处新兴商业中心地带，人民广场及各大购物中心均近在咫尺。Charting a total investment of US100 million, the deluxe hotel hosts 288 luxurious guestrooms, spacious and state-of-the art meeting/ function rooms and recreational facilities.酒店拥有288间豪华客房，内部装修豪华别致，含有独特艺术气氛。雅致水疗中心和室内游泳池可提供您舒展身心，多种预热设施为您商务之余提供了绝佳休闲平台。铭德君华大酒店晚上了设施设备及贴心周到服务定能让您旅居在外仍享尽“家”便捷和舒适。Transportation 交通FromDistanceTimeByPudong International Airport50 km45 mincarHongqiao International Airport13 km20 mincarShanghai Exhibition Centre7 km10 mincarShanghai Peoples Square1.5 km3 mincarTransportation 交通目标地 DistanceTimeBy浦东机场 50 km45 mincar虹桥机场 13 km20 mincar上海展览中心 7 km 10 mincar人民广场 1.5 km3 mincarSPECIAL FEATURES酒店特色26- storey twin-tower building comprising of an office block and guestroom block288 luxurious guestrooms26层双塔型建筑包含办公写字楼和拥有288间典雅客房超豪华酒店Mingde ballroom equipped with state-of-the-art facilities多种尖端设施配套齐全铭德大宴会厅4 meeting rooms and 9 function rooms; all fully equipped with the latest amenities4个会议室和9个多功效厅均配置最优异会议服务设施Recreational facilities such as indoor swimming pool, spa and fully equipped gym 水疗中心、室内游泳池和设备完善健身房SPECIAL FEATURES特色餐饮Symphony of Taste at Meritus Mingde presents the first whole-new exciting dining concept of boundless possibilities where dining, drinking, chilling out, entertainment and shopping come harmoniously together.享用美肴、品尝佳酿、娱乐消遣及休闲购物，集多种商务、生活、娱乐设施于一体铭德君华大酒店为您提供绝佳居住体验，令您旅居生活更为便捷、友好、舒适。Adopting the operating philosophies of a symphony orchestra where its many individual components are vital to its ultimate success, Symphony of Taste offers a seamless gourmet experience that extends beyond the palette where the most intricate detail-backdrop, lighting, table setting, menu and music is attuned to create a unique and unforgettable dining experience of total sensory delight.我们深知细节决定整体，为全部美食鉴赏家奉上不仅是味觉上超凡体验，铭德君华用心设计餐厅装潢、灯光布局、餐台摆设、菜单及背景音乐等，致力为您打造独特难忘用餐体验。Set in a vast dining area designed with collapsible walls, another distinctive feature of Symphony of Taste is its versatility in meeting various ambiance needs and conceivable dining configurations (breakfast, cost family style, ala carte or buffet set-up).宽大餐厅、高雅墙饰，每个厅面设计风格均独一无二，满足不一样用餐需求及用餐气氛（快捷早餐、安适家庭简餐、零点餐肴及自助餐）。Flanking a central performance stage and hosting a wide selection of gastronomy from contemporary Chinese cuisine to premium Western steaks, Symphony of Taste takes you