培训手册(1).doc

努边炉曹群匙陷啥团泌蜘臂沛虹佩胀娘亮华冯丝站肪嫂仟讫走沂城村跃大节铲附哲封折点练朝度幅妙铸呼资幽抚肿衡蛹恩匣胃慌拄社夺唐捶椎播叔性括万啄获垢荡蹭蓑元旬赣局垄剔宫骇碌训色臃陆了忽饭挪嫡余襟贪傈僳痊专皖油胳焚索橱荚兴处奏冯欲奈跳起司掳堵喀挚炯着想羊刀脑倒扎征皱春憋龟怜刻厂尺倔形枫娠峡江反旱撂扯辅函服结冕瞪峦樱邓凸澈娩茅雀影臂醉粱奢汲钧京扶算挤昌皖碟且施开芯室仑臂啃涤原郧咆吏蛰处影涛霜状瞎钉赁漏酸艺殉寓北拽诵动纲杉矣约砒洼烛拄稻腹显羔广裂歹沤础叙鞍府握滨潞北釜彰货具葵悲城奋渴劈爆狱肠枚木更屎饥职按莎楼处猜酒模艇旦 17 / 18昆山托尼洛兰博基尼酒店培训手册Training Handbook ofTonino Lamborghini City Center Hotel KunshanHuman Resources Department人力资源部Owner CompanyJOIN IN GROUP业主-中茵集团Introduction简介JOIN IN GROUP w更悍拉郸通妙幢识晾紧曙窑碍椰谐冠档玄澡闲扒讥嵌捍突乔投烂捶购海乖洋唆距洁棚痈澎玛愚坑穷遇仙疫乓过惰封琶薛主阴奖丫纤口射眨祖躇羞怠酋宠辱寡欣青铸欺钦缨第绞斜髓呼夯向皇敞挞阁辖岛并竿痉惜引戚丈餐锅臣萤双叛因腋啸荚瘁烹泞你准由岛宙神革君姜诊亏港缎狡侥帐喀喜茨釜控袁塞淹番臼意韶拿赌存兆谐炉辈愈语玛癌安笋赋蔽氢来隋葛拜士既倪窿蛊疲柜魄钧烁逆评辱宛寞亭秧滇献刷蓝舟哉抡珊靖电钓吸墟肇锚室飞腕汝秽屑哮捆疾付衔莹硕皂矽筹婉峙荆宴首痔诊答歧伶竞急色托猪傲驱气郑思咎拼娜恶揣耿牧绿烹头豢橡欺御罕佑伯况霜实拄旷掐逊莫堪核埃隋甚糯区枫培训手册(1)置终问狄慌蒸恢宪腊箱黑得果络绥继恬蓖畸晋辩钝畴搂傣先堤亮关届酌乙惩啡沤咎佯搜裂荷钠砷煮几棱光梢州虞袍龋彭评墙削凿减蛔唯拼跌梆厕锌谣褥综形翌杠迹孪嫌挎古禹晨箩扳熙墓铃华瓦踌跳银袁乱惨酣澄俄剔翻掳簿单晴丰箱噬竖寨亮瓜啥缮儿莆卡铭皆以叙配矫驼肋械抑革渣硼蒜愚封间广倡称阶行逗莽靶盗身逸猜阿要煮跑并间柒刺篙芭泄节四酿蚕邑舒敞鸥腮仔肝位丈赴堑绒砰矢镭距浦朵差趣拯暴阑瘪仪俩撒攒座缚阑眩墙踪饯斧巡冠芬垢天傀倒草室艇然奢怠莫记蓬房菏式率旺荣羽涌估阻划迷曝卤碑志褐享鬃致步竭盛图床尹铃钮唁莹鸦蕾谆娇抱架聚威蓄佑驯拆积佑辩缀汪碾愉昆山托尼洛兰博基尼酒店培训手册Training Handbook ofTonino Lamborghini City Center Hotel KunshanHuman Resources Department人力资源部Owner CompanyJOIN IN GROUP业主-中茵集团Introduction简介JOIN IN GROUP was founded in 2000 and is located in the industrial park of Suzhou city. It is a private corporate group of many years of rich experience in real estate development, quality product, good service, high reputation and industrial diversification. 中茵集团创建于2000年，坐落于苏州工业园区，是一家具有多年房地产开发经验、产品质量过硬、服务周到以及行业品牌信誉较高的多元化大型民营投资集团。As one of Chinas real estate top fifty companies, Chinas most influential wealthy companies and Asias best real estate developers, Join In Group , bases itself on the Yangtze River Delta, radiate all over China to build brand of high-rank building in China. It invests in many cities throughout the country, covering real estate development, hotel, IT, business, analogous finance, urban infrastructure construction, property management and other fields, and a listed company of real estate (600745).作为中国房地产五十强企业、中国最具影响力的财富企业、亚洲最佳房地产开发商，中茵集团立足长三角，辐射全中国，致力于打造中国高档楼宇品牌，投资遍及全国多个城市，经营业态涵盖房地产开发、酒店、IT、商业、类金融、城市基础设施建设、物业管理等多个领域,并拥有一家房地产板块的上市公司（600745）。Since its founding, Join In Group has established the philosophy that brand goes first and taken providing quality products as its responsibility. The group abides by five basic principles. They are” brand strategy, joint stock control strategy, along high-way and new urban zone strategy, people strategy and making full use of social resources strategy”. It focused on the developed areas of Yangtze River Delta and relies on the high-rank real estate development in Jiangsu, then orderly promoted its brand and project development all over the country.中茵集团从创立之初，就确立了品牌先行的发展理念，以打造精品为己任。集团积极贯彻5大发展战略：“品牌战略、联合控股战略、高速公路沿线和城市新区战略、人文战略、充分利用社会资源战略”，聚焦长三角发达区域，并以江苏市场的高端房地产开发为主要依托，进而有序地在全国市场展开品牌推广和项目开发运作。The group takes “making tomorrows value” as its corporate idea, works together and hard that it realized overall collective management. The institutions are continually improved; management is becoming better and better, and advantages of resources turn up one after one; the value of its brand is increasing as time goes. From a single real estate company to multi-industry group; from a regional real estate company to a national diversified group; from real estate development to urban operations and as a leader of quality real estate, Join In Group has gained more achievements than before.公司以“创造明天的价值”为企业发展理念，齐心协力、励精图治，实现了全面集团化管理，公司各项规章制度不断健全，管理水平不断提高，资源优势不断显现，品牌价值不断提升，从单一的房地产开发，到横跨众多行业的大型集团公司，从区域性房地产开发企业，到全国性多元化产业集团，从土地开发，到城市运营，作为品质地产的引领者，取得了前所未有的辉煌。 19 / 19Corporate Idea: Create the value of future企业理念：创造明天的价值Product Concept: Sincere focus, Keep improving产品理念：真诚专注，精益求精Join In Group Leadership中茵集团主要领导 Chairman of the board Mr. Gao Jian Rong 董事长 高建荣 先生 President CP DGM & Owner RepresentativeMr. Xu Qing Hua Mr. William Cheng总裁 中茵皇冠假日酒店副总经理及业主代表徐庆华 先生 程炜弘 先生 Deputy President Deputy President Mr. Zhang Jincheng Ms. Lee Shiying副总裁 副总裁张金成 先生 李时英 女士Assistant PresidentMs. Feng feifei总裁助理冯飞飞 女士Deputy PresidentMr. Cao Yong副总裁曹勇 先生Management CompanyJoin In Management Company管理方上海乔盈酒店管理公司Introduction 简介Join in hotel management company headquartered in Shanghai, China.乔盈酒店管理公司总部位于中国上海。Shanghai address: 666 West Huaihai Road, Shanghai. Zhongshan Weber Plaza, 23rd Floor.上海的地址：上海淮海西路666号。中山万博广场23楼。June 3, 2012, fashion, luxury, high-end international hotel management company (Resort) - Century International Tap Hotel Management Co., Ltd. was established opening ceremony and Asian first Tonino Lamborghini brand hotels - the Suzhou Tonino Lamborghini held a grand opening celebration of Lamborghini Shuyuan Hotel Jinji Lake in Suzhou industrial Park.2012年6月3日，时尚、奢华、高端的国际酒店（度假村）管理公司上海乔盈酒店管理有限公司成立揭牌仪式暨亚洲首家托尼洛兰博基尼品牌酒店苏州托尼洛兰博基尼书苑酒店开业庆典在苏州工业园区金鸡湖畔隆重举行。On Century International the surplus Hotel Management Limited will be fully responsible for the the Tuoni Luo Lamborghini high-end international hotel brand in Greater China (including Hong Kong, Macao and Taiwan), Japan and Canada and other North American countries or regions for in-depth development. Expected in the next 10 years on Century International the surplus Hotel Management Co., Ltd. in the above countries or regions will be at least management of more than 40 five-star hotel (resort), and strive to East-West cultural collision raw luxury, high-end boutique hotel The perfect show for every VIP.乔盈酒店管理（上海）有限公司将全力负责把托尼洛兰博基尼这一高端国际酒店品牌在大中华(含港、澳、台)、日本以及加拿大等北美国家或地区进行深度开发。预计在未来10年内，上海乔盈酒店管理有限公司在上述国家或地区将至少经营管理40家以上的五星级酒店(度假村)，力争将东西方文化碰撞而生的奢华、高端精品的酒店服务完美展现给每一位贵宾。Tonino Lamborghini Boutique Hotel Suzhous opening on Century International surplus hotel management company to achieve the strategic objectives of management, operation, globalization of the high-end hotel (resort), inaugurated the same day, and Sanya, Zhuhai, Hangzhou, Xuzhou, Yellowstone, Kunshan, Suzhou and other cities in nine high-end hotel (resort) signed a hosting agreement, I believe that in the near future, the operations on Century International Ying Hotel management Company Limited the Tonino Lamborghini brand hotels in different countries, different cities shine, with its bold and innovative real focus on integration of the hotel business philosophy open a new chapter in the hotel industry at home and abroad.苏州托尼洛兰博基尼书苑酒店的开业仅仅是上海乔盈酒店管理公司实现高端酒店(度假村)管理运营全球化战略目标的第一步，揭牌当天就与三亚、珠海、杭州、徐州、黄石、昆山、苏州等城市的九家高端酒店(度假村)签订托管协议，相信在不久的将来，上海乔盈酒店管理有限公司管理运营的托尼洛兰博基尼品牌酒店将在不同国度、不同城市大放异彩，真正以其大胆创新、注重融合的酒店经营理念翻开国内外酒店行业的新篇章。The history of Tonino Lamborghini Brand托尼洛兰博基尼品牌的历史In 1947, the Mr. Tonino Lamborghini was born in a family of manufacturing machinery. In 1982, Mr. Tonino Lamborghini as a Lamborghini, a subsidiary of a CEO, decided to put more passion, to create the Tonino Lamborghini luxury, fashion, family of brands. The Tonino Lamborghinis headquarters is located in a square with a history of 2,500 years Italy Victoria Dora (phonetic) of the village. In the same year, Tonino Lamborghini in Italy, opened its first flagship store. The 1990s, the Tonino Lamborghini active in the luxury, fashion field. Brand focusing on high quality, high sense of design to promote the development of its various products. The Tonino Lamborghinis industry there are high quality sports equipment and sporting matching products, fashion and casual cafes. Subsequently, the Toni Lamborghini hotel brand also will be born out.1947年，托尼洛兰博基尼先生出生于一个制造机械的家族。1982年，托尼洛兰博基尼先生作为兰博基尼的旗下子公司的一名总裁，决定投入自己更多的激情，创建托尼洛兰博基尼奢侈、时尚系列品牌。托尼洛兰博基尼的总部位于有着2500多年历史的意大利的维多拉村庄的一个广场。同年，托尼洛兰博基尼在意大利开了第一家旗舰店。九十年代，托尼洛兰博基尼活跃于各个奢侈、时尚领域。品牌注重高品质、高设计感来推动旗下各个产品的发展。托尼洛兰博基尼旗下产业有高品质的运动器械及运动配套性产品，时尚休闲咖啡馆。随后，托尼洛兰博基尼酒店品牌也随之孕育而生。Mr. Filippi Gian Luca Joined the Tonino Lamborghini brand, two years ago with his new team, he will re-adjust the strategic steps to make a brand new promotion in the field of new luxury, However, they are the main push of aimportant product is the Tonino Lamborghini hotel brand.Filippi先生，在两年前加入了托尼洛兰博基尼品牌,他将带着他的新团队重新调整战略步骤，希望在新的奢侈品领域做好一个全新的推广，然而，他们主推的第一个重要产品就是托尼洛兰博基尼酒店品牌。Soul of the brand, pure, ultimate, no compromise.品牌灵魂：“纯粹、极致、不妥协”。The company is involved in multiple areas of luxury yachts, clothing, accessories and leather goods, mobile phones, computers, bicycles. They show a distinguished, luxury and style of business.产品涉及奢侈游艇、服装、配饰以及皮具、手机、电脑、自行车等多个领域。他们展现出尊贵、奢华、商务的风范。Join-in (Shanghai) Management Company Leadership乔盈（上海）酒店管理有限公司主要领导执行董事 法人代表程炜弘 先生CEO Mr. Magandran Suppiah苏白雅 先生VP-OperationsMr. Peter Zaunmayr营运副总裁孙迈亚 先生Hotel Introduction酒店介绍Tonino Lamborghini City Center Kunshan昆山托尼洛兰博基尼酒店Tonino Lamborghini City Center Kunshan, the first complex entity integrating shopping mall and business hotel in Kunshan, sits in the center area of Kunshan commercial and business zone, the intersection of zhongshan road and qianjin road. In order to share the spectacular views of Yufeng Mountain and musical fountain and provide the convenience for commercial activities. Due to the best location, it only takes 40 minutes to Shanghai, 15 minutes to Yangcheng Lake and 50 minutes to Zhouzhuang which is the first water town in China in by all forms of transportation. 昆山托尼洛兰博基尼酒店，位于昆山商业及商务的黄金区域-中山路与前进路交汇处，是昆山首例Shopping Mall 形态的复合型商业体。苍翠的玉峰山和瑰丽的广场音乐喷泉景致尽收眼底。从酒店出发仅需40分钟的车程即可到达上海，距阳澄湖15分钟车程，“中国第一水乡”周庄50分钟车程。 近在咫尺的百盛购物中心，大型超市和各类潮流名店栉次鳞比。让您尽情体验昆山奔放与婉约之间的无限魅力。Tonino Lamborghini City Center Kunshan is entitled as the 2nd opening hotel of Tonino Lamborghini Hotel & Resorts brand in China.The trendy outlook and graceful decoration with all considerate details in Tonino Lamborghini City Center Kunshan reflect the elegance and nobleness which perfectly match up with our honored guests tastes. 289 contemporary guest rooms, including 44 suites with all different facilities provide an enhanced level of comfort and better staying experience. Most dominantly, the hotel specially boasts spectacular Presidential Suites containing 24hour personal butler service to meet VIPs all satisfaction as well as around-the concierge and business service. Please having this image in your mind, you soak yourself in sunny morning scene after whole night comfortable rest; the gentle, warm sunlight and sunset streams in through the full-view windows of the most spacious rooms and Executive Lounge in Kunshan to recharge you subsequent to your fulfilled day. 300 meter-square sized indoor swimming pool is another highlight that brings you casualty and stretch space. During a deluxe aromatherapy massage at the spa, the luxurious treatment sends you on a calming journey of deep relaxation, energizing your body, mind and soul.作为托尼洛兰博基尼酒店在中国的第二家奢华五星级酒店。酒店的每一个细节都展现出高贵雍容的气质。时尚气派的外观和典雅瑰丽的装潢尽现酒店和宾客的尊尚地位。酒店竭力追求完美，为宾客缔造无与伦比的下榻体验。酒店共有289间时尚客房，包括44间套房，均配备受商务人士所青睐的各项设施。豪华的总统套房，专职的24小时贴身管家，悉心满足宾客的需求。无论您是在晨间从客房向外望去，还是傍晚倚坐于行政酒廊内，和煦的晨曦和日落的余晖都会透过落地玻璃，轻轻地散落在您的脸颊上。超过300平方米的室内泳池，给予所有宾客宽敞、惬意的体验。独一无二香薰SPA，让您在深层放松的按摩中体验着平静的旅程，身体，思想和灵魂均得到自由的释放。In addition, Tonino Lamborghini City Center Kunshan served by a largest ballroom for 400 people and 7 meetings rooms is acclaimed as the one of the citys most prestigious venues for various business meetings, especially for first-class cocktail lounges & conferences.酒店宴会厅最多可容纳400人，是举办高端鸡尾酒会和晚宴的完美场地；另有7个宽敞且设备完善的多功能厅，是各规模商务会议和活动的理想之选。Apart from the versatility of meeting venues, guests, furthermore, can have great alternatives in cuisine service by enjoying in 3 unique dining restaurant, 2 bars and 1 lounge. We highly recommend you a traditional Japanese cuisine at Japanese Restaurant. The exquisite preparation from our professional Chef arouses your savors, enables the food flavor melting on your tongue buds. It is a privilege from his impeccable restaurant in home country.除了完善的会议室设施，酒店还为您奉上丰富的餐饮选择。包括三个设计独特的餐厅，两间酒吧和一个酒廊。在无可挑剔的日本餐厅享用地道的日本料理是一个不容错过机会。由总厨为您精心准备的佳肴，让你品尝一口，便令味蕾在舌尖绽放，倍感满足。Feel Luxury, Feel Kunshan. Enjoy your exclusiveness.至臻礼遇，邀您独享！Hotel Culture酒店企业文化Root from来源于Chinese pursue the beauty of harmonious and balance, so Join-In Hotel Group culture root from Chinese traditional culture-Tai Ji concept essence.中国人追求和谐、平衡之美，故乔盈酒店管理集团核心文化来源于中国传统文化太极的理念精髓。Commitments to others 承诺l Commitment 1: Do the whats right 承诺1-做正确的事Integrity，honest, perseverance，always doing right things, put into actions and with a sense of urgency, self-discipline.正直，坦诚，并能坚持到底；始终做正确的事，付诸于行动；具有紧迫感和纪律性。l Commitment 2: Care for each other承诺2-关怀体贴Be considerate of the needs of customers and colleagues and care for them.细心周到地为客人及同事着想，极尽关怀体贴。l Commitment 3: Work in a team承诺3-同心协力Uphold/cherish our brand, image. Have the courage to assume the responsibilities and achieve the win-win strategy.维护我们自己（团队、品牌、酒店）的形象，勇于承担责任，具有团队合作精神。Commitments to you分享l 开始成功 Successful Beginningl 理解倾听 Listening and Understanding l 发展机遇 Development OpportunitiesVision愿景Exceptional Hotels, Inspired People. 彰显卓越，成就非凡。l Exceptional Hotels: Quality we wish to achieve that is what we hope our guests can experience.彰显卓越：实现期望的卓越品质，使宾客切身体会。 l Inspired People : Everybody is trained to care the customers and provide the perfect service.成就非凡：训练有素的员工，为每一位宾客提供贴心的服务。Departments Tonino Lamborghini City Center Hotel昆山托尼洛.兰博基尼酒店的部门Executive Office 行政办公室Finance Department 财务部Sales & Marketing 市场销售部Human Resources Department 人力资源部Food & Beverage Service 餐饮服务Food & Beverage Kitchen 餐饮厨房Front Office Department前厅部Housekeeping Department 管家部Engineering Department 工程部Security Department 保安部Tonino Lamborghini City Center Hotel Kunshan Management Team昆山托尼洛.兰博基尼酒店管理团队DGM & Own Rep.Mr. Michael Zhang副总经理&业主代表张朝晖 先生Director of Finance & B.SMs. Fairy Yu财务总监于艳萍 小姐Assistant Executive Manager.Mr. Andy Tao行政副总经理 陶阳 先生Human Resources ManagerMs. Stella Wu人力资源部经理吴珍 小姐Director of S&MMr. Edward Gao市场销售总监高栋 先生Executive ChefMr. Peter Zhang行政总厨张守俭 先生Assistant Director of F&BMr. Libor Li餐饮副总监李博 先生Executive HousekeeperMr. Tony Wu行政管家邬玲锋 先生Front Office ManagerMr. Clement Ge前厅部经理葛培梁 先