国际酒店管理制度(中英文).docx

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 handbook’s 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 greatpleasure to officially welcome you to our big family-Banyan Tree Hotels and Resorts. Our company consists of 8Banyan 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 thedifference 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 youngroup 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 dedicationwe 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 1997＆1998。 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 Hotels＆Resorts 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 F＆B 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 previously
10 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

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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

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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

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●

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。

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●

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A probationary associate may be discharged at anytime without prior notice and he\she 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 theassociate’s 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 distanc