实务手册-—武夷山华美达酒店员工手册全册.doc

员 工 手 册
Staff Handbook

目 录 Catalog

第一章 总经理致辞 4
Chapter 1 A Welcome Message from the General Manager
第二章 温德姆酒店酒团、华美达品牌、酒店简介 5
Chapter 2 Hotel Introduction
第三章 服务宗旨 6
Chapter 3 Service Objective
第四章 组织架构图 7
Chapter 4 Organization Chart
第五章 员工守则 8
Chapter 5 Staff regulations
1、 员工职责 Staff Responsibility
2、 行为习惯与道德 Behavior and Morality
3、 仪容仪表 Grooming
4、 工作态度 Working Attitude

第六章 劳动条例 10
Chapter 6 Labor Regulations
1、 招聘 Recruitment
2、 体检 Medical Check
3、 人事记录 Personal Record
4、 录用手续 Employment Procedure
5、 劳动合同 Employment Contract
6、 试用期 Probation
7、 薪金等级与调整 Salary and Adjustment
8、 调职与晋升 Change of Job or Position
9、 合同续期 Contract Renewal
10、 聘用员工亲属 Employment of Kinship of Employees
11、 工作时间 Working Hour
12、 加班 Overtime Payment and Allowance
13、 考勤制度 Staff Attendance Regulations

14、 工作证、铭牌 Work Permit, Name badge
15、 工作制服 Uniform
16、 工衣柜 Uniform Locker
17、 员工通道 Staff Path

第七章 合同解除与终止 15
Chapter 7 Contract Resignation and Termination
第八章 薪酬及福利制度 17
Chapter 8 Benefits and Welfare
1、 工资 Salary
2、 薪金计算 Salary Payment
3、 劳动保险 Labor Insurance
4、 膳食 Staff Meal

5、 假期 Regulation of Leave
1） 公众假期 Public Holidays
2） 年假 Annual Leave
3） 婚假 Marriage Leave
4） 孕期假 Pregnancy Leave
5） 产假 Maternity Leave
6） 哺乳假 Lactation Leave
7） 计划生育假 Family Planning Leave
8） 病假 Sick Leave
9） 工伤 Work Related Injury
10） 事假 No-pay Leave
11） 丧假 Compassionate Leave
6、 员工宿舍 Staff Dormitory
7、 员工更衣室 Staff Changing Room
8、 培训 Training
9、 员工公告栏 Staff Notice-Board
10、 申述程序 Grievance Procedure

第九章 奖惩条例 21
Chapter 9 Award and Punishment
1、 员工奖励 Award System
2、 员工处罚 Punishment
1） 口头警告 Verbal Warning
2） 书面警告Warning Letter
3） 最后警告 Ultimate Warning
4） 解除劳动合同 Revocation of Employment Contract

第十章 安全制度 26
Safety System
第十一章 结束语 28
Peroration
第一章 总经理致辞
Chapter 1 Welcome Message from the General Manager

亲爱的同事：
Dear Employee,
本人非常高兴地欢迎您加入武夷山华美达酒店员工队伍！您为酒店所做出的贡献将是我们成为一流酒店的最大动力。我们将为您提供各式各样的挑战以及广阔的发展空间。希望您敬业乐业，全情投入，积极进取，成为一名优秀员工。我深信，您一定能够为建设武夷华美达广场酒店更美好的未来做出积极的贡献。
We are proud to welcome you all to RAMADA WUYISHAN! We placed a high value on the contributions that you will make in helping us guiding this hotel on its course of excellence. We will provide you various challenges and a widely development opportunity. We hope that you would enjoy your work and keep improving to be one of the best staff in our hotel. I deeply believe that you will make a great contribution in the further development of RAMADA WUYISHAN.
酒店的高效管理和良好形象乃至获得最终的经济效益，都取决于全体员工齐心协力、步调一致的行动。为使酒店管理有章可循，让您尽快了解酒店的规章制度，明确您的职责、权利和义务，酒店特别编制了此《员工手册》。请您认真学习，熟悉内容并严格遵守各项条款。若有疑问，可向部门主管或人力资源部咨询。
The efficient management, image maintaining and final business profit are based on our staff unified action. For creating a better hotel management and to make you get to know our rules and regulations, your responsibilities, rights and obligations, we made this 《Staff Handbook》. We require you to study it thoroughly, be familiar with its contents and keep it for reference purposes. If you have any questions, Our HR department is always ready to assist you.
再次欢迎您的加盟，让我们真诚合作，共同努力，为使我们的酒店跻身国际一流品牌酒店行列而奋斗！
We all welcome you to join and we are confident that you will do your best as part of our team in making RAMADA WUYISHAN first class hotel in the world.

总经理
General Manager
第二章 简介
Chapter 2 Introduction
一、 温德姆酒店集团介绍The Wyndham Hotel Group
温德姆酒店管理集团总部设于美国新泽西州的Parsippany 。
温德姆国际酒店集团是全球最大的旅游产业集团之一，名列《HOTELS》全球业主公司排名第一位，在全球拥有7,000多家及超过580,000间的客房。
The headquarter of the Wyndham Hotel Group located in Parsippany, New Jersey. Wyndham Hotel Group is one of the largest tourism industry groups in the world and ranked the first place among the global owners on “Hotels”. At present, it owns 7000 hotels and resorts and morn than 580,000 guest rooms.
旗下品牌The brands of the group:

二、 华美达品牌介绍 The Ramada brand
华美达酒店®品牌始于1954年，其第一间Ramada Inn是由投资者们在美国亚利桑那州的弗拉格斯塔夫成立的，这成为此经济型连锁酒店的开端。 同年，集团更名为华美达 “Ramada" （这是一个西班牙语单词，意思为“一个遮风挡雨的休憩之所”），并第一次出售加盟权。 此后，Ramada Worldwide不断发展并在34个国家拥有了超过850家酒店。
The Ramada® brand began in 1954, when a group of investors opened the first Ramada Inn in Flagstaff, Arizona-the first in a series of "motor hotels." That same year, the group adopted the name "Ramada," a Spanish word meaning "a shaded resting place," and sold its first franchise. Since then, Ramada Worldwide has grown to over 850 locations in 34 countries
三、 业主集团公司介绍 Group of property owners
福建三木集团股份有限公司是一家以房地产开发（一级资质）以及进出口贸易为 主营业务的上市公司。
Fujian SanMu Group Co, LTD. is a listed company with its real estate development (Class-A license),import and export trade as the main business .
公司成立于1992年12月，由福州市经济技术开发区建设总公司经过股份制改制而来。截止2007年12月31日，公司已发展成为注册资本4.655亿元，总资产33.35亿元的综合类上市公司。
Our company was founded in December 1992, transformed to a joint-stock company from Fuzhou Economic and Technological Development Zone Construction Corporation. As of December 31, 2007, our company has developed into comprehensive listed company with the registered capital of 465.5 million Yuan and total assets of 3.335 billion Yuan
目前三木集团拥有控股、参股企业十多家，房地产业务遍及全国，国际贸易遍及世界几十个国家和地区。
SanMu Group currently has more than 10 enterprises including holding companies and participated companies, extending its real estate business throughout the country, and the international trade to dozens of countries and regions worldwide.
福建三木集团股份有限公司多次被福建省人事厅、福建省对外贸易经济合作厅授予“年度全省商
务系统先进集体”、及省重点单位的 荣誉称号，福州市仅有三家外贸企业获此荣誉。\
Fujian Sanmu Group Co., Ltd has been awarded several times as " the annual business system advanced
collectives of Fujian Province " and provincial key units by Fujian Provincial Bureau of Personnel,
Fujian province foreign trade and economic cooperation department , while only three foreign trade
enterprises win the honorary titles in Fuzhou.
福建三木集团股份有限公司控股子公司—福建武夷山三木实业有限公司投资开发建设的福建省
重点大型旅游综合体项目--自驾游营地，占地875亩，总投资约12亿元人民币。
Holding subsidiaries of Fujian SanMu group co., LTD. - Wuyishan Fujian SanMu industrial co., LTD. invests to build a self-driving tour project which is a large-scale tourism complex project in Fujian Province, covering an area of 875 mu with total investment of 1.2 billion RMB.
自驾游营地之配套设施有酒店、商业娱乐、服务、高端养身度假公寓等。其中自驾游营地部分建设项目有大型停车场、露天汽车影院、房车营地、帐篷露营地、加油站、汽车维修施救、汽车租赁、大型室内活动综合场馆、SAP养生馆、服务中心等；酒店部分有2家五星级酒店，1家公寓式酒店，1家汽车旅馆，1家青年旅馆；娱乐商业部分配套有酒吧、KTV、院线、风情商业街、中餐、西餐馆等；项目还配套有各种户型酒店式管理的高端产权式养身度假公寓。该项目依托武夷山“自然与文化双遗产”的知名度而建设的国内最大、功能及配套最齐全的以自驾游营地为核心的大型旅游综合体。
Supporting facilities in the self-driving tour resort are including the hotel, business, entertainment, services and high-end kind holiday apartments, etc. Thereinto, the sector of self-driving tour resort has a large parking lot, open car cinema, camp, tent camps, gas stations, automobile service rescue, car rental, large indoor activities comprehensive venues, SAP, service center, etc.; Hotel sector have two five-star hotels, one apartment-style hotel, one in the motel, one youth hostel; Entertainment &business sector has bar, KTV, theaters, amorous feelings street, Chinese food restaurant, western restaurant, etc; the project supports a variety of family management of high-end serviced property type raise a holiday apartment. The project is built based on the popularity of Wuyishan "natural and cultural heritage" and it is the largest tourist complex with the most complete of function and supporting facilities for the core of self-driving tour resort.

四、 酒店介绍 Our hotel
武夷山华美达酒店位于武夷山旅游风景区（三菇度假区自驾游营地），毗邻武夷山高尔夫球场，碧水丹山的武夷山和云雾缭绕的大王峰，是野生保护动物栖息繁衍的天堂，风景如画，是户外旅游度假、商务会议活动的理想之地。酒店距离机场仅10分钟车程，火车站仅20分钟车程，距离市区25分钟车程，交通十分便利。
Adjacent to Wuyishan golf field, Ramada hotel Wuyishan is located in the Wuyi mountain tourism area (Sangu self-driving journey resort). The picturesque Wuyi Mountain and misty King of Peaks are the paradise for wildlife protection and animal propagations and ideal place for outdoor tourism and business meeting activities. With only 10 minutes drive to the airport, 20 minutes drive to railway station and 25 minutes drive to the downtown, the hotel enjoys a very convenient transportation.
武夷山华美达酒店集客房、餐饮、会务、休闲、游乐、自驾于一体的全方位服务；简欧园林式的设计格调，豪华典雅的装修，缜密细致的心思，为您带来称心愉悦的放松体验。
Ramada hotel Wuyishan provides you a full range of services including ppointed guestrooms, dinning, meeting activities, relaxation, amusement and self-driving tourism. With European garden simple design style, luxurious and elegant decoration, rigorous and meticulous mind, Ramada hotel Wuyishan will bring you pleasant relaxed experience.

第三章 服务宗旨
Chapter 3 Service Principle

一、服务理念Service Idea：
“Leave the rest to us”－“将余下的事交给我们”。我们向不管是商务客人还是休闲旅行客提供着不同凡响的舒适放松体验。我们致力于让客人能“Take a weight off their minds” 让客人能享受到如释重负的彻底放松体验。
二、服务文化Service Culture
在华美达，我们有专门的“service culture”, 那就是“the six I am commitments”
I am is a chance to stand up and say………
是一次能够理直气壮地说……….
I am…Ready　　　　　　　 我准备好了为客人服务
I am…Anticipating　　　　　 我能预见客人的需求
I am…Making a connection 我与客人能建立起良好的关系
I am…Aware　　　　　　　 我有良好的洞察意识
I am…Delightful　　　　　 我能使周围的人感觉愉悦
I am…Appreciative　　　 我懂得感激
三、服务态度Service Attitude：
§ We! YES, attitude - we can do!
我们坚持的态度是: 我们定能做到！
§ We! Never say NO, but to find an alternative!
我们决不能说“不”，但要找到一个合适的方法来解决客人的问题！
§ It is about taking the word“NO ”out of RAMADA S VOCABULARY
将“不”从华美达的字典里永远删掉。
四、服务用语Service Slogan：
When guests say: “Thank you!”,
当客人说: “谢谢”时，
We say:我们说
“It’s my pleasure”
“很荣幸为您服务”
五、礼貌用语Courteous SLOGAN：
When seeing a guest at anyone or anywhere, we greet guest with a smile and to say: “How are you?”
当无论与任何人、任何地方相遇时，都要微笑问候说“您好。”

第四章 组织架构
Chapter 4 Organization Chart
酒店总经理 General Manager
市场销售部
Sales and Marketing Department
餐饮部
Food and Beverage Department
前厅部
Front
Office Department
工程部
Engineering Department
财务部
Financial Department
人力资源部
HR
Department
管家部
Housekeeping
Department

第五章 员工守则
Chapter 5 Staff Regulations
员工必须遵守本酒店制订的各项规章制度，服从调度指挥，保证按质、按量、按时完成工作任务。
Staff is required to follow the rules and regulations of the hotel, obey the transfer management, and to ensure assignment will be finish within the time and quality.
1、 员工职责 Staff Responsibility
1） 遵守国家政策法令，热爱酒店。
Obey the national policy and law, be fond of our hotel.
2） 热爱本职工作，讲究职业道德，文明礼貌服务，自觉维护酒店声誉。
Be fond of your work, emphasize professional ethics, and provide civilized and polite service, consciously maintain the reputation of the hotel.
3） 努力学习专业技术知识，不断提高服务质量。
Keep learning professional and technical knowledge to constantly improve the service quality.
4） 严格遵守酒店规章制度，自觉服从酒店管理。
Strictly follow the rules and regulations of the hotel and consciously obey the hotel management.
5） 保守酒店秘密，确保酒店安全。
Maintain the confidentiality of the hotel.
2、 行为习惯与道德 Behavior and Morality
1） 员工如有欺诈行为，一经证实，将受严厉处分，甚至被解除劳动合同。
Staff with any cheating behavior will be strictly punished or the contract will be terminated once proved.
2） 按时上下班，当班时坚守岗位，不擅离职守，下班后不无故在酒店逗留。
Be on post on time and stay while on duty, do not stay in the hotel without any reason after work.
3） 确因某种原因不能上班，应事先请假，如有临时情况，应设法于当日通知部门主管或经理，否则视为旷工。
If staff cannot come to work for some reason, ask for leave prior; try to inform the department head or manager on duty for emergency or it will be regarded as absence.
4） 未经酒店管理层允许，主管级以下员工不得在工作场所携带手机。
Staff shall not carry mobile phone while on duty without permission from the hotel management.
5） 未经酒店管理层允许，上下班不得走客用通道。因工作需要可乘员工电梯，并自觉接受保安员的检查。
Staff shall not use guest path while on duty without permission from the hotel management. The staff elevator can be used when job required and staff shall consciously be checked by security guard.
6） 除经理级人员外，不准使用客用卫生间、电梯、电话、餐厅等设施。
Do not use washroom, elevator, telephone, restaurants and other guest-use facilities except manager.
7） 员工必须严格按照本专业的技术标准及操作规范进行工作，严格遵守安全操作规程及安全管理制度，避免造成人身事故。
Staff must strictly follow the technical standard and operating condition to work and obey the safety operating procedure and safety managing system to avoid any accident.
8） 员工应注意保持良好的工作环境卫生，不得随地吐痰，乱丢杂物、烟头。
Maintain a good working circumstance and sanitation; no spitting, throwing trash and cigarettes.
9） 对客工作场所禁止吸烟，严禁大声喧哗。
No smoking in public area and no loud talking.
10） 提倡文明礼貌，严禁粗言秽语，不得有不雅行为动作，不准与客人争辩或在公共场所与同事争论。
Be civilized and polite, no swearing, rude behavior, contest with customers or argue with colleague in public area.
11） 员工在接听电话时应使用文明礼貌用语，并报出本部门名称。
Staff shall use civilized and polite language and notify the department name when answering the phone.
12） 员工在接待外来宾客时要注意文明礼貌，热情接待。
Be gentle, polite and friendly when serving customers.
13） 禁止暗示客人要给小费。
It is strictly forbidden to ask guests for tips.
14） 员工应注意个人卫生，着装整洁；常修指甲、勤换衣服。
Staff shall take great care of their personal hygiene, appearance and grooming.
15） 工作时间内不得翻阅报纸和小说、睡觉、玩游戏；工作时间内不得吃零食；在本酒店范围及宿舍范围内不准赌博。
Reading news papers and novels, sleeping, playing card is strictly forbidden during working hours; no snacks while on duty; No gambling in the hotel and dormitory area.
16） 员工应认真执行本酒店财务规定，节约经费，及时办理报销手续等。
Staff shall perform the accounting rules to save costs and handle reimbursement in time.
17） 员工必须遵守有关物资领用的有关规定。爱护、珍惜和合理使用所提供的各类用品及设备，如有意或违反纪律而导致损坏公共物品，除按价值赔偿外，还将给予纪律处分。
Staff shall obey relevant regulations for getting materials. take good care and use the facilities and equipments with care, if any damage caused by disobeying the rules, the compensation is according to the value and the person will be punished.
18） 员工应遵守酒店的安全防火规定，自觉清除火灾隐患，并有在火灾发生时进行扑救火灾、火灾后保护现场，协助有关人员调查情况等义务。
Staff shall obey the fire security regulations, consciously clean up dangerous contents, assist to control when fire happen, protect the scene and assist relevant personnel to investigate.
19） 员工在酒店范围内拾到的任何物品，应立即送交管家部，并办理有关的登记手续。如发现客人遗留的物品，应立即报告大堂副理并交管家部保存。
If any item is found in the hotel area by the staff, the item shall be immediately sent to housekeeping department and register. If any guest item is found, inform the assistant manager immediately and hand it over to the housekeeping department.
20） 员工如盗窃财物，不论该对象属于客人或同事，一律按该物品价值赔偿，并将立即被解除劳动合同。
If any item is stolen by the staff, no matter the item is belong to the customers or colleague, compensating is according to the value of the item and contract termination is immediately performed.
21） 各级管理人员不得利用职权给亲友以特殊优惠。
Special discount for relatives is strictly forbidden for all staff.
22） 员工在工作时间内应谢绝一切亲友探访。
Staff shall refuse any relative visit during working hour.
3、 仪容仪表 Grooming
1） 仪容仪表要端庄大方，美观得体，不得穿着奇装异服。
Staff shall pay more attention to the grooming and no bizarre dress.
2） 头发要梳理整齐，“浏海”不得遮住眼睛，不准理奇异发型。女员工短发不得盖住肩头。长发应用深色素面发夹盘起。男员工头发鬓角不得盖住耳朵与领口，不准留胡须，鼻毛、耳毛要勤修剪。
Hair shall be trimness; the hair bang shall not