丽江悦榕国际大酒店员工手册.doc

ABOUT THE HANDBOOK关于员工手册This handbook has been prepared as a guide to help you with the basic philosophy of our organization.本入职培训手册将帮助您了解我们的理念和基本要求。From time to time, we revise this booklet to keep abreast of changes, but we cannot republish this booklet each time a change occurs therefore, some material may become obsolete without prior notice to you .If any information contained in this booklet is in conflict with information published at a later date within the company, the information contained in those bulletins, policies, etc, will prevail. As the contents of this booklet change they will be posted. You are solely responsible for regularly updating your own handbook. 我们一直在努力争取给您提供最新信息，但由于一些不可估算的因素，本手册将根据您所工作的具体地点在一些细节上做出未有事先通知的变更，手册信息内容以最新变更的如公告、政策等中的内容为准。本手册的内容变化是将公布于众。请您确有其事保自己已经得到了这些重要的变更信息。We reserve the right to modify, change, disregard, suspend or cancel at any time ,without written or verbal notice, all or any part of the handbooks contents as circumstances may require.我们保留在没有提前见面或口头通知的情况下对本手册进行全部或者部分更改、变更、删除和解除的权力。MESSAGE FROM THE GENERAL MANAGER总经理致辞Dear Valued associate.亲爱的同事：On behalf of the Management Team,“Welcome to the Banyan Tree Lijiang!”我谨代表管理层热忱欢迎您加入丽江国际大酒店!It gives me great pleasure to officially welcome you to our big family-Banyan Tree Hotels and Resorts. Our company consists of 8 Banyan Tree Hotels, 4 Angsana Hotels and 3 Colors of Angsana Hotels, as well as Spas and Galleries, which are integral parts of the company. We are going to open another 5 Banyan Tree Hotels in the next 24months and become with this a real global company with hotels in all countries.在此，我非常荣幸的欢迎您加入我们的大家庭-悦榕度假酒店集团。集团旗下现有8间悦榕品牌酒店，4间悦榕品牌酒店，3间悦椿绚丽色彩品牌酒店，若干SPA以及精品屋。在未来的2年之内，集团还计划开设另外5间悦榕品牌酒店，至此我们将成为在全世界拥有产为的真正的国际性连锁酒店集团。We take great pride in all we do for our properties, our guests and most importantly, our associates. Because you are the ones who really make the difference and ensure that every guest encounters a true Banyan Tree Experience.对于我们来说，员工和客人都是引以为傲的财富，尤其是我们的员工，因为正是你们成就了我们的独树一帜，并且让客人真正体会到悦榕集团的风格。Our focus is YOU. We are always here to support and develcp to ensure that your experience and employment with Banyan Tree Hotels and Resorts is positive.我们的中心就是您。悦榕集团会给您提供支持、创造发展的机会，并以此为您积累专业的工作经验。As a member of our group you will experience international work opportunities which are not geographically limited. We are a young group dynamic and fast growing, and with your contribution we will succeed to be one of the real leading hotel groups in the world.作为集团一员，您有机会不受区域限制到世界各地工作在您的努力之下，我们这个年轻、充满省略并且迅速发展的集团一定能成为世界顶尖的酒店集团之一。Once again, welcome and if there is anything I can do to meet both yours and the guests expectations ,please do let me know.再一次欢迎您的加入，请告诉我一切可以达到客人和您的期望的建议。Kind regards,衷心的祝福Maximilian Lennkh林柯Area General Manager区域总经理BANYAN TREE LIJIANG MISSION STATEMENT丽江悦榕酒店集团的宗旨We are going to be the best hotel of Yunnan province and one of the best hotels in China. With our knowledge and dedication we are going to achieve this simple goal.我们要成为云南省和全中国最好的酒店之一。我们坚信，凭借我们的专业技能和敬业精神，要达到这个目标并不困难。PART1第一节BRIEF INTRODUCTION TO BANYAN TREE悦榕集团简介BRIEF INTRODUCTION TO BANYAN TREE悦榕集团简介History of Banyan Tree悦榕集团的历史For over a millennium, from medieval-traders to sixteenth-European-adventurers,盛世千年之后，根据十六世纪欧洲探险者的记载，锡被用在普吉（泰国）的主要工业上。十九世纪后期，大部分的中国移民使用了锡的工业技术。他们在海边和地面大量开采锡矿最终导致土壤本侵蚀破坏。这个被侵蚀的地方被称为班陶湾，也就是现在的变吉岛。最初的创意来源尽管第一次使用悦榕集团的名称是在1995年底，但早在下年前即1985年，华昌集团董事长HO KWON PING 先生就在泰国变吉岛购买了1000贡亩荒弃的锡矿基地。当时班陶湾被严重侵蚀，情况相当恶劣，甚至联合国都在1977年正式宣布放弃了在那里的发展计划。泰国旅游局对这个地方的调研也得出了同样的结论，但是他们希望尽一切可能保护当地的自然资源。当地的土质已经完全不适合任何蔬果的种植。班陶湾被认定一片充满坑洼和荒地，不能进行任何开发的土地。HO 先生的构想是开发这块被曾被除数联合国于1977年定性为“无可救药”的废土，并将其创建为亚洲第一个综合度假胜地。当所有的专家都认为这里的海湾已经被化学物质污染，没有鱼类可能生存；这里的土地极度贫瘠、甚至寸草不生的时候，HO KWON PING 先生以独特的视角发现了这块土地的发展潜力。今天，普吉岛已经成为亚洲第一个联合度假村和泰国最负盛名的旅游胜地。综合高级住所和动力与休闲设施的选择，客人可以住在度假酒店里集吃、住、行、游于一体。这种独特的联合理念包括：度假酒店之间陆上和海湾的免费交通、及享受普吉岛上超过25家餐厅和酒吧的特别优惠。Laguna Phuket includes five luxury hotels namely, Laguna Club, Dusit Laguna, Sheraton Grande Laguna Beach ,the Allamanda Laguna Phuket suites hotel ,and Banyan Tree Phuket Hotel Golf Club and Spa . In addition there is, Quest Laguna Phuket Adventure and Canal Village, a shopping and entertainment complex .普吉岛上有五家高级酒店，他们的名称是：Laguna Beach Club ,Dusit Laguna ,Shetaton Grande Laguna Beach , the Allamanda Laguna Phuket suites hotel ,以及悦榕普吉岛酒店、高尔夫球员俱乐部和Spa.并且，配备了有Quest Laguna Phukte Adventure and Canal Village 购物娱乐中心。This transformation of Laguna Phuket won the resort the prestigious American Express International Hotel Association Environmental Award in 1992 from thirty-five wordwide contender.这个变化使普吉岛力压来自世界各地的35个竞争对手，赢得了美国运通国际酒店联合会1662年全球最受欢迎的渡假酒店提名。The Banyan Tree has the honor of winning the PATA Award for “The Best Resort in Asia ” for the years 19971998。In 1998 we won the Best Spa Resort in the World presented by Conde Nast Traveller Magazine in the United Kingdom ang first runner-up rating in the Business Travel Magazine awards in Hong Kong.悦榕集团还赢得了1997和1998年亚洲最优秀的渡假酒店称号的PATA大奖。1998年，在英国Conde Nast 旅游杂志和香港商业旅游杂志上，我们又赢得了全球最好的Spa渡假酒店的称号。Banyan Tree HotelsResorts悦榕渡假酒店集团Banyan Tree Hotel Resorts is a member of the Wah Chang Group. The company,s corporate mission in to develop and manager up market luxury boutique resorts ,which are steeped in Asian traditions and are environmentally sensitive.悦榕渡假酒店集团是画昌集团的产业之一，公司目标是：开发和管理高级精品型渡假市场，并使之与亚洲传统的文化理念和环保意识相融合。Banyan Tree Hotels ang Resorts properties include悦榕渡假酒店集团的产业有：1 Banyan Tree Phuket ,Thailang (Sep 19940悦榕普吉渡假酒店，泰国（1994年9月）2 Banyan Tree Maldives Vabbinfaru (Apr 1995) 悦榕马尔代夫渡假酒店，（1995年4月）3 Banyan Tree Bintan ,Indonesia (Dec 1995) 悦榕民丹渡假酒店，印度尼西亚（1995年12月） 4 Banyan Tree Bangkok (Jan 2002) 悦榕曼谷渡假酒店（2002年1月）5 Banyan Tree Seychelles (Jun 2002) 悦榕塞舌尔渡假酒店（2002年6月）6 Banyan Tree Ringha ,China (Sep 2005) 悦榕仁按藏村，中国（2005年9月）7 Banyan Tree Lijiang ,China (Mar 2006) 丽江悦榕渡假酒店，中国（2006年3月）8 Babyan Tree Al Areen, Bahrain (Mar 2006) 悦榕阿尔阿琳渡假酒店，巴林（2006年3月）Banyan Tree offers an intimate retreat experience featering its own signature blend of romance, rejuvenation ang exotic sensuality. The philosophy behind the tesorts in based on probiding a place for rejuvenation of the body, mind and soul a Sanctuary for the Senses .Each Banyan Tree villa is designed to fit into their surroundings ,using indigenous materials as far as possible ,reflecting the architecture ,landscape and vegetation of the destination.悦榕集团提供融合了以浪漫为代表的异国感受返朴归真的个人体验。本集团渡假酒店的理念是：身心合一、回归自然。每一栋悦榕别墅都依照其所处的独特环境和当地文化来设计，以反映当地特有的建筑风格、地形地貌及自然植被。Departments Divisions:酒店部门Rooms and Related:Front Office, Concierge, Business Centre and Banyan Tree Club are headed by the Front Office Manager. Housekeeping and Laundry are the responsibilities of the Executive Housekeeper.前台、礼宾部、商务中心和悦榕俱乐部由前厅部经理负责。客房和洗衣房由客房部行政管家负责。Food and Beverage:餐饮部Restaurants Service:餐厅和服务Restaurant and Bar are the responsibility of the Area FB Manager.餐厅和酒吧由区域餐饮部经理负责管理。Kitchens are the responsibility of the Executive Chef.厨房由行政总厨负责管理。Engineering工程部The Chief Engineer is responsible for the upkeep of the building contents and grounds.工程总监负责酒店和其他相关区域设施的维修和保养。Finance and Accounting财务部Finance and Accounting is responsible for processing payments, credit and collection of guest accounts, financial reporting, auditing, budgeting, information systems, purchasing, and receiving and payroll systems. The Department is headed by the Area Financial Controller.财务部的职责有：应付、会计、出纳、财务报告、预算管理、采购和应收。部门负责人是区域财务总监。Human Resources人力资源部This Department consists of two main functions: Personnel and Training. The Area Human Resources Director is responsible for this department.这个部门的主要职能是：人力资源管理和培训管理。区域人力资源部总监负责该部门的运作和管理。Security Department保安部Safety and security of the guests and associates and protecting the guest/hotel assets is the responsibility of the Security Guard.保安负责确保和维护客人、员工、客人/酒店资产和其周边环境的安全。Administration General行政办公室General Management, Marketing Department and tourism Department are within Administrating General.总经办、市场销售部、旅游部归属行政办公室。PART 2第二节HOTEL POLICIES酒店制度HOTEL POLICIES酒店制度Employment Policies and Procedures雇佣员工的程序和制度Necessary Documents for Employment雇佣必须的文件The selected applicant has to submit the following credentials to the Personnel Office:被选择的面试人员必须向人事部提供以下资料： 10photogtaphs of half-length, full face and without hat and black glasses, 2”X 1 1/2 in size, taken not longer than six months previously10张近照（拍摄时间不超过六个月）半身免冠免黑色眼睛的2寸彩照 A copy of Identification Card身份证复印件1份 A copy of House Registration户口本复印件1份 A copy of Certificate of Education or Certificate of Qualifications as per the hotel requirements根据酒店要求提供相关学历证书复印件1份 Saving Account Number from the designated Band提供有效指定银行帐户帐号 Health Report Form as per the hotel requirements根据酒店要求提供身体健康证明Accurate personnel records are important to the Hotel. An associate should keep Human Resources informed of his/her personal status by completing a change of status form in the Human Resources Department, and by bringing any new or updated documents such as marital status, level of education, etc. An associate must notify the Human Resources Department, as soon as possible, of any changes. 为酒店提供准确的资料是非常重要的。如果个人资料有所变更请立即向人力资源部汇报，诸如婚姻和学历状况等，并提供相关证明材料。Employment Procedures雇佣程序A qualified applicant who will be employed needs to pass the following procedures:一位合格的应聘者需要通过以下程序：1 Pass the English Test from the Training Department and pass the first stage interview from the Personnel Manager.通过培训部的英文测试和人事部经理的第一次面试。2 Pass the test and interview from the Department Head, Division Director and/or the General Manager.通过部门总监，部门经理和/或总经理的第二次面试。3 Hold the previous satisfied work experiences record.具有良好的工作记录。4 Be certified medically fit by the designated hospital.持有指定医院出具的健康证。5 The Hotel will not consider any applicant who was dismissed or have unpleasant reference from other place of work.对于没有良好工作记录的应聘者，本酒店将不予考虑。6 In the case of re-hiring previously terminated associates, approval must be obtained from the General Manager.再次申请入职的员工必须得到总经理的特别批准。Employment of Family Members酒店员工亲属的聘用It is the policy of Banyan Tree Lijiang to hire a spouse or close relative only under very special circumstances.仅在非常特殊的情况下，丽江悦榕庄才会考虑雇佣员工的配偶或近亲。Probation Period 试用期 A new associate is subject to a probationary period of 3-6 months for all levels.所有的新入职员工都有3至6个月的试用期。 A new associate, after completion of 45 days and 90 days, must be appraised by Supervisor or Department Head.部门主管或经理将在新员工入职45至90天内对其进行评估。 If the performance evaluation is satisfied, Hotel will confirm the employment by written confirmation letter.对于表现良好的员工，酒店将以书面形式做出肯定。 A probationary associate may be discharged at anytime without prior notice and heshe is not entitled to compensation of any kind including advance notice.酒店保留在不提前通知的情况下结束试用期和不做出任何赔偿的权利。 If an associate is promoted or transferred a probationary prejudice to any other termination clauses in this handbook or relevant employment contract, the failure to satisfy the performance standard of the promoted position in the probationary period will not result in the termination of the promoted of the employment contract, alternatively, such promoted employee shall be degraded to his /her original position. 所有职位晋升或部门换的员工都有试用期。在不影响本手册及相关劳动合同中关于中指条款的前提下，被升职员工在该等试用期内未达到升值职位之要求的，劳动合同并不终止，然而，该等被升职员工将被除数退回原工作岗位。Promotion and Transfer职位晋升和部门调换When a position is open in the hotel, it will be posted on the associates bulletin board by the associates entrance, and in Human Resources for a minimum of 7 days.当酒店有任何空缺职位时，人力资源部将在员工入口处的信息预告板上公布最少7天。Generally, interdepartmental and inter-hotel transfers will not occur prior to four months of continuous employment .if the associates wish is to transfer to another department, a Request for Traansfer forms must be employed. If they with to transfer to another department, a Request for Transfer forms must be completed and approved by their department head. These forms are available in the Human Resources Department. All interviews will be arranged by Human Resources.总体而言，酒店内部或集团内部的调换不能在入职四个月之内。如果员工希望调换到其他部门需要填写调换部门申请表并得到其所在部门负责人的批准。人力资源部可以提供调换部门申请表，并安排相关所需面议。It is the philosophy of the Banyan Tree to promote from within whenever possible based upon job-related qualifications. How well an associate does in their present job ,attendance record, attitude, training as well as the willingness to do more than simply meet expectations, all play a significant role in the eligibility for promotion. Promotion is not based on seniority. 悦榕集团的晋升理念是：基于员工在现任岗位上的工作表现及态度、考勤记录、培训表现，和超越期望的工作意愿给予晋升考虑。晋升将以上述的所有优秀表现为基础，而不是以资历进行评估。In case of transfer or promotions, an associate will observe an on-the job probation. Unless stated otherwise, all transfer and promotions will be officially confirmed in writing after the probation period.无论是晋升或是调换部门，我们都将观察试用期间的员工表现 。除特殊协议外，全部的部门调换或晋升将在试用期满后以书面形式作正式通知。The company reserves the right to transfer any associate to work in a new position whenever deemed appropriate or necessary ,although the action may require changes of work schedule or conditions, department and location due to distance from the associate residence. The salary and benefits package of the associate shall remain the same or be adjusted.酒店保留在情况需要时将员工调换到其它岗位的权利，尽管做出的调整可能会影响到工作时间、工作环境、部门和与其员工居住地的远近距离。薪金和福利会保持不变或做出调整。Attendance考勤Associates are a valuable part of the team and it is important for an associate to be on time and ready to work each day that he /she is scheduled, if an associate is unable to report to work or expects to be late for any reason, an associate is required to notify his /her supervisor or Department Head no later than 2 hours (depending upon the departmental policies) before the scheduled starting time to allow replacement arrangements to be made.对于我们而言每位职员都不得是团队中重要的一环，每位职员必须按照时间表准时上下班。如果任何原因影响职员无法逆命题以岗，职员必须提前两个小时（以部门要求为准）通知部门主管或负责人以便做出适当的调整与安排。An associate should advise his/her Supervisor or Department Head of the reasons for his/her absence as well as the anticipated arrival time or date of return. If the Supervisor or Department Head is not available, the associate should contact other management personnel. It is an associates responsibility to contact his/her direct supervisor as soon as possible. Messages left with fellow associates will not be accepted as notification of an absence.员工需要申请假期必须提前请示部门主管或负责人，并提供缺勤由和返岗日期。如果不能及时联系上部门主管或负责人则必须请示人力资源部。员工有责任尽早通知其所在部门的其他主管。未经部门主管或负责人许可的留言（比如：由同事转达）将是不被接受的并按缺勤处理。If absence from work is more than three days due to illness or injury, an associate may be required to submit a appointed doctors note upon his /her return to work. An a