麗江悅榕國際大酒店員工手冊

1、ABOUT THE HANDBOOK關(guān)于員工手冊This handbook has been prepared as a guide to help you with the basic philosophy of our organization.本入職培訓(xùn)手冊將幫助您了解我們的理念和基本要求。From timeto time,we revisethisbookletto keep abreastof changes,but we cannotrepublishthisbookleteach time a change occurs therefore,some materialmay be

2、comeobsoletewithoutpriornoticetoyou .Ifany informationcontainedinthisbookletis 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 sol

3、ely responsible for regularly updating your own handbook.我們一直在努力爭取給您提供最新信息，但由于一些不可估算的因素，本手冊將根據(jù)您所工作的具體地點(diǎn)在一些細(xì)節(jié)上做出未有事先通知的變更，手冊信息內(nèi)容以最新變更的如公告、政策等中的內(nèi)容為準(zhǔn)。本手冊的內(nèi)容變化是將公布于眾。請您確有其事保自己已經(jīng)得到了這些重要的變更信息。We reservetime ,withouttherightwrittento ormodify,change,verbalnotice,alldisregard,suspendorcancelatanyor any part

4、of the handbook s contentsas circumstances may require.我們保留在沒有提前見面或口頭通知的情況下對(duì)本手冊進(jìn)行全部或者部分更改、變更、刪除和解除的權(quán)力。MESSAGE FROM THE GENERAL MANAGER總經(jīng)理致辭Dear Valued associate.親愛的同事：On behalf of the Management Team,“ Welcome to the Banyan Tree Lijiang!”我謹(jǐn)代表管理層熱忱歡迎您加入麗江國際大酒店!It gives me great pleasure to officially

5、welcome you to our bigfamily-BanyanTreeHotels and Resorts. Our company consistsof 8 Banyan Tree Hotels,4 Angsana Hotelsand 3 Colors of Angsana Hotels, as well as Spas and Galleries, which are integralparts of the company. We are goingto open another5 Banyan TreeHotelsin thenext24months and become wi

6、th this a real global company with hotels in all countries.在此，我非常榮幸的歡迎您加入我們的大家庭- 悅榕度假酒店集團(tuán)。集團(tuán)旗下現(xiàn)有8 間悅榕品牌酒店，4 間悅榕品牌酒店， 3 間悅椿絢麗色彩品牌酒店，若干SPA以及精品屋。在未來的 2 年之內(nèi)，集團(tuán)還計(jì)劃開設(shè)另外5 間悅榕品牌酒店，至此我們將成為在全世界擁有產(chǎn)為的真正的國際性連鎖酒店集團(tuán)。Wetake greatpride in allwe do forour properties,our guestsand most importantly,our associates.Becau

7、seyou are the ones who reallymake thedifferenceand ensurethat every guest encounters a true Banyan Tree Experience.對(duì)于我們來說，員工和客人都是引以為傲的財(cái)富，尤其是我們的員工，因?yàn)檎悄銈兂删土宋覀兊莫?dú)樹一幟，并且讓客人真正體會(huì)到悅榕集團(tuán)的風(fēng)格。Our focus is YOU. We are always here to support and develcp to ensure that your experience and employment with Banyan T

8、ree Hotels and Resorts is positive.我們的中心就是您。悅榕集團(tuán)會(huì)給您提供支持、創(chuàng)造發(fā)展的機(jī)會(huì)，并以此為您積累專業(yè)的工作經(jīng)驗(yàn)。As a member of our group you willexperienceinternationalwork opportunitiesare notgeographicallylimited.We are a young group dynamic and fastgrowing,with your contribution we will succeed to be one of the real leading hote

9、l groupsin the world.whichand作為集團(tuán)一員，您有機(jī)會(huì)不受區(qū)域限制到世界各地工作在您的努力之下，我們這個(gè)年輕、充滿省略并且迅速發(fā)展的集團(tuán)一定能成為世界頂尖的酒店集團(tuán)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.再一次歡迎您的加入，請告訴我一切可以達(dá)到客人和您的期望的建議。Kind regards,衷心的祝福Maximilian Lennkh林柯Area Gener

10、al Manager區(qū)域總經(jīng)理BANYAN TREE LIJIANG MISSION STATEMENT麗江悅榕酒店集團(tuán)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.我們要成為云南省和全中國最好的酒店之一。我們堅(jiān)信，憑借我們的專業(yè)技能和敬業(yè)精神，要達(dá)到這個(gè)目標(biāo)并不困難。PART1第一節(jié)BRIEF INTROD

11、UCTION TO BANYAN TREE悅榕集團(tuán)簡介BRIEF INTRODUCTION TO BANYAN TREE悅榕集團(tuán)簡介History of Banyan Tree悅榕集團(tuán)的歷史For over a millennium, from medieval-traders to sixteenth-European-adventurers,盛世千年之后，根據(jù)十六世紀(jì)歐洲探險(xiǎn)者的記載，錫被用在普吉（泰國）的主要工業(yè)上。十九世紀(jì)后期，大部分的中國移民使用了錫的工業(yè)技術(shù)。他們在海邊和地面大量開采錫礦最終導(dǎo)致土壤本侵蝕破壞。這個(gè)被侵蝕的地方被稱為班陶灣，也就是現(xiàn)在的變吉島。最初的創(chuàng)意來源盡管第一

12、次使用悅榕集團(tuán)的名稱是在1995年底，但早在下年前即1985年，華昌集團(tuán)董事長 HO KWON PING先生就在泰國變吉島購買了1000 貢畝荒棄的錫礦基地。當(dāng)時(shí)班陶灣被嚴(yán)重侵蝕，情況相當(dāng)惡劣，甚至聯(lián)合國都在1977 年正式宣布放棄了在那里的發(fā)展計(jì)劃。泰國旅游局對(duì)這個(gè)地方的調(diào)研也得出了同樣的結(jié)論，但是他們希望盡一切可能保護(hù)當(dāng)?shù)氐淖匀毁Y源。當(dāng)?shù)氐耐临|(zhì)已經(jīng)完全不適合任何蔬果的種植。班陶灣被認(rèn)定一片充滿坑洼和荒地，不能進(jìn)行任何開發(fā)的土地。HO 先生的構(gòu)想是開發(fā)這塊被曾被除數(shù)聯(lián)合國于1977 年定性為“無可救藥”的廢土，并將其創(chuàng)建為亞洲第一個(gè)綜合度假勝地。當(dāng)所有的專家都認(rèn)為這里的海灣已經(jīng)被化學(xué)物質(zhì)污染

13、，沒有魚類可能生存；這里的土地極度貧瘠、甚至寸草不生的時(shí)候，HO KWON PING先生以獨(dú)特的視角發(fā)現(xiàn)了這塊土地的發(fā)展?jié)摿?。今天，普吉島已經(jīng)成為亞洲第一個(gè)聯(lián)合度假村和泰國最負(fù)盛名的旅游勝地。綜合高級(jí)住所和動(dòng)力與休閑設(shè)施的選擇，客人可以住在度假酒店里集吃、住、行、游于一體。這種獨(dú)特的聯(lián)合理念包括：度假酒店之間陸上和海灣的免費(fèi)交通、及享受普吉島上超過25 家餐廳和酒吧的特別優(yōu)惠。Laguna Phuket includes five luxury hotels namely, Laguna Club, Dusit Laguna,Sheraton Grande Laguna Beach ,theA

14、llamanda Laguna Phuketsuiteshotel ,and BanyanTree Phuket Hotel Golf Club and Spa . In addition there is, Quest Laguna PhuketAdventure and Canal Village, a shopping and entertainment complex .普吉島上有五家高級(jí)酒店，他們的名稱是：Laguna Beach Club ,Dusit Laguna ,ShetatonGrande Laguna Beach , the Allamanda Laguna Phuket

15、 suites hotel ,以及悅榕普吉島酒店、高爾夫球員俱樂部和 Spa. 并且，配備了有 Quest Laguna Phukte Adventure and Canal Village 購物娛樂中心。This transformationof Laguna Phuket won the resortthe prestigiousAmerican ExpressInternationalHotel AssociationEnvironmentalAwardin 1992fromthirty-fivewordwide contender.這個(gè)變化使普吉島力壓來自世界各地的35 個(gè)競爭對(duì)手，贏

16、得了美國運(yùn)通國際酒店聯(lián)合會(huì)1662 年全球最受歡迎的渡假酒店提名。The Banyan Tree has the honor of winning the PATA Award for“The Best Resort inAsia ” for the years 1997 1998。 In 1998 we won the Best Spa Resort in the Worldpresented by Conde Nast TravellerMagazine in theUnitedKingdom ang firstrunner-uprating in the Business Travel

17、Magazine awards in Hong Kong.悅榕集團(tuán)還贏得了1997 和 1998 年亞洲最優(yōu)秀的渡假酒店稱號(hào)的PATA大獎(jiǎng)。 1998 年，在英國 Conde Nast旅游雜志和香港商業(yè)旅游雜志上，我們又贏得了全球最好的Spa 渡假酒店的稱號(hào)。Banyan Tree Hotels Resorts悅榕渡假酒店集團(tuán)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

18、 boutique resorts ,which are steeped in Asian traditions and are environmentally sensitive.悅榕渡假酒店集團(tuán)是畫昌集團(tuán)的產(chǎn)業(yè)之一，公司目標(biāo)是：開發(fā)和管理高級(jí)精品型渡假市場，并使之與亞洲傳統(tǒng)的文化理念和環(huán)保意識(shí)相融合。Banyan Tree Hotels ang Resorts properties include悅榕渡假酒店集團(tuán)的產(chǎn)業(yè)有：1Banyan Tree Phuket ,Thailang (Sep 19940悅榕普吉渡假酒店，泰國（1994 年 9 月）2Banyan Tree Maldives

19、Vabbinfaru (Apr 1995)悅榕馬爾代夫渡假酒店，（ 1995 年 4 月）3Banyan Tree Bintan ,Indonesia (Dec 1995)悅榕民丹渡假酒店，印度尼西亞（1995年12 月）4Banyan Tree Bangkok (Jan 2002)悅榕曼谷渡假酒店（2002年1 月）5Banyan Tree Seychelles (Jun 2002)悅榕塞舌爾渡假酒店（2002 年6 月）6Banyan Tree Ringha ,China (Sep 2005)悅榕仁按藏村，中國（2005 年 9 月）7Banyan Tree Lijiang ,China

20、(Mar 2006)麗江悅榕渡假酒店，中國（2006 年 3 月）8Babyan Tree Al Areen, Bahrain (Mar 2006)悅榕阿爾阿琳渡假酒店，巴林（2006 年 3 月）Banyan Tree offersan intimateretreatexperiencefeateringitsown signatureblendof romance,rejuvenationang exoticsensuality.The philosophy behindthetesortsin based on probiding a place for rejuvenation of

21、the body, mind and soul aSanctuary for the Senses .Each Banyan Tree villa is designed to fit into theirsurroundings,usingindigenousmaterialsasfaraspossible,reflectingthearchitecture ,landscape and vegetation of the destination.悅榕集團(tuán)提供融合了以浪漫為代表的異國感受返樸歸真的個(gè)人體驗(yàn)。本集團(tuán)渡假酒店的理念是：身心合一、回歸自然。每一棟悅榕別墅都依照其所處的獨(dú)特環(huán)境和當(dāng)?shù)?/p>

22、文化來設(shè)計(jì)，以反映當(dāng)?shù)靥赜械慕ㄖL(fēng)格、地形地貌及自然植被。Departments Divisions:酒店部門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.前臺(tái)、禮賓部、商務(wù)中心和悅榕俱樂部由前廳部經(jīng)理負(fù)責(zé)。客房和洗衣房由客房部行政管家負(fù)責(zé)。Foo

23、d and Beverage:餐飲部Restaurants Service:餐廳和服務(wù)Restaurant and Bar are the responsibility of the Area F B Manager.餐廳和酒吧由區(qū)域餐飲部經(jīng)理負(fù)責(zé)管理。Kitchens are the responsibility of the Executive Chef.廚房由行政總廚負(fù)責(zé)管理。Engineering工程部The Chief Engineer is responsible for the upkeep of the building contents and grounds.工程總監(jiān)負(fù)責(zé)酒

24、店和其他相關(guān)區(qū)域設(shè)施的維修和保養(yǎng)。Finance and Accounting財(cái)務(wù)部FinanceandAccountingisresponsibleforcollectionofguestaccounts,financialinformationsystems,purchasing,and receivingprocessing reporting, and payrollpayments,creditandauditing,budgeting,systems.The Departmentis headed by the Area Financial Controller.財(cái)務(wù)部的職責(zé)有：應(yīng)

25、付、會(huì)計(jì)、出納、財(cái)務(wù)報(bào)告、預(yù)算管理、采購和應(yīng)收。部門負(fù)責(zé)人是區(qū)域財(cái)務(wù)總監(jiān)。Human Resources人力資源部This Department consists of two main functions: Personnel and Training. The AreaHuman Resources Director is responsible for this department.這個(gè)部門的主要職能是：人力資源管理和培訓(xùn)管理。區(qū)域人力資源部總監(jiān)負(fù)責(zé)該部門的運(yùn)作和管理。Security Department保安部Safety and security of the guests and

26、 associates and protecting the guest/hotelassets is the responsibility of the Security Guard.保安負(fù)責(zé)確保和維護(hù)客人、員工、客人/ 酒店資產(chǎn)和其周邊環(huán)境的安全。Administration General行政辦公室GeneralManagement,MarketingDepartmentandtourismDepartmentarewithinAdministrating General.總經(jīng)辦、市場銷售部、旅游部歸屬行政辦公室。PART 2第二節(jié)HOTEL POLICIES酒店制度HOTEL POLI

27、CIES酒店制度Employment Policies and Procedures雇傭員工的程序和制度Necessary Documents for Employment雇傭必須的文件The selected applicant has to submit the following credentials to the Personnel Office:被選擇的面試人員必須向人事部提供以下資料： 10photogtaphs of half-length, full face and without hat and black glasses,2” X 1 1/2 in size, take

28、n not longer than six months previously10 張近照（拍攝時(shí)間不超過六個(gè)月）半身免冠免黑色眼睛的2 寸彩照 A copy of Identification Card身份證復(fù)印件 1 份 A copy of House Registration戶口本復(fù)印件 1 份 A copy of Certificate of Education or Certificate of Qualifications as per the hotel requirements根據(jù)酒店要求提供相關(guān)學(xué)歷證書復(fù)印件1 份 Saving Account Number from the

29、 designated Band提供有效指定銀行帳戶帳號(hào) Health Report Form as per the hotel requirements根據(jù)酒店要求提供身體健康證明Accurate personnelrecords are importantto the Hotel. An associate should keep HumanResources informedof his/her personalstatus by completing a change of statusformin the HumanResources Department,and by bringi

30、ng any new or updated documents suchas marital status, level of education, etc. An associate must notify the HumanResources Department, as soon as possible, of any changes.為酒店提供準(zhǔn)確的資料是非常重要的。如果個(gè)人資料有所變更請立即向人力資源部匯報(bào)，諸如婚姻和學(xué)歷狀況等，并提供相關(guān)證明材料。Employment Procedures雇傭程序A qualifiedapplicantwho willbe employed nee

31、ds topass the followingprocedures:一位合格的應(yīng)聘者需要通過以下程序：1Pass the English Test from the Training Department and pass the first stage interview from the Personnel Manager.通過培訓(xùn)部的英文測試和人事部經(jīng)理的第一次面試。2Pass the testand interviewfrom the Department Head, DivisionDirectorand/or the General Manager.通過部門總監(jiān)，部門經(jīng)理和/ 或總

32、經(jīng)理的第二次面試。3Hold the previous satisfied work experiences record.具有良好的工作記錄。4Be certified medically fit by the designated hospital.持有指定醫(yī)院出具的健康證。5The Hotel will not consider any applicant who was dismissed or have unpleasant reference from other place of work.對(duì)于沒有良好工作記錄的應(yīng)聘者，本酒店將不予考慮。6In the case of re-hi

33、ring previously terminated associates, approval must be obtained from the General Manager.再次申請入職的員工必須得到總經(jīng)理的特別批準(zhǔn)。Employment of Family Members酒店員工親屬的聘用Itis the policyof Banyan Tree Lijiangto hirea spouse or closerelativeonlyundervery special circumstances.僅在非常特殊的情況下，麗江悅榕莊才會(huì)考慮雇傭員工的配偶或近親。Probation Perio

34、d試用期 A new associate is subject to a probationary period of 3-6 months for all levels.所有的新入職員工都有3 至 6 個(gè)月的試用期。 A new associate, after completion of 45 days and 90 days, must be appraised by Supervisor or Department Head.部門主管或經(jīng)理將在新員工入職Ifthe performanceevaluation45 至 90 天內(nèi)對(duì)其進(jìn)行評(píng)估。is satisfied,Hotel will

35、confirmthe employmentby written confirmation letter.對(duì)于表現(xiàn)良好的員工，酒店將以書面形式做出肯定。A probationary associate may be discharged at anytime without prior notice and heshe is not entitled to compensation of any kind including advancenotice.酒店保留在不提前通知的情況下結(jié)束試用期和不做出任何賠償?shù)臋?quán)利。 If an associate is promoted or transferr

36、ed a probationary prejudice to anyother termination clauses in this handbook or relevant employment contract, the failure to satisfy the performance standard of the promoted positioninthe probationary period will not result in the termination of the promotedof the employment contract, alternatively,

37、 such promoted employee shall be degraded to his /her original position.所有職位晉升或部門換的員工都有試用期。在不影響本手冊及相關(guān)勞動(dòng)合同中關(guān)于中指條款的前提下，被升職員工在該等試用期內(nèi)未達(dá)到升值職位之要求的，勞動(dòng)合同并不終止，然而，該等被升職員工將被除數(shù)退回原工作崗位。Promotion and Transfer職位晉升和部門調(diào)換When a position is open in the hotel, it will be posted on the associatesbulletinboard by theasso

38、ciates entrance,and inHumanResources fora minimumof 7 days.當(dāng)酒店有任何空缺職位時(shí)，人力資源部將在員工入口處的信息預(yù)告板上公布最少7 天。Generally,interdepartmentaland inter-hoteltransferswillnot occurprior tofour months of continuous employment .if theassociates wish is to transferto another department, a Request for Traansfer forms mus

39、t be employed. If theywith to transfer to another department, a Request for Transfer forms must becompleted and approved by their department head. These forms are available inthe Human ResourcesDepartment. All interviewswillbearrangedby HumanResources.總體而言，酒店內(nèi)部或集團(tuán)內(nèi)部的調(diào)換不能在入職四個(gè)月之內(nèi)。如果員工希望調(diào)換到其他部門需要填寫調(diào)換部

40、門申請表并得到其所在部門負(fù)責(zé)人的批準(zhǔn)。 人力資源部可以提供調(diào)換部門申請表，并安排相關(guān)所需面議。Itis the philosophyof the Banyan Tree to promote from withinwhenever possiblebased 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

41、meet expectations, all play a significant role in the eligibility for promotion. Promotion is not based on seniority.悅榕集團(tuán)的晉升理念是：基于員工在現(xiàn)任崗位上的工作表現(xiàn)及態(tài)度、考勤記錄、培訓(xùn)表現(xiàn)，和超越期望的工作意愿給予晉升考慮。晉升將以上述的所有優(yōu)秀表現(xiàn)為基礎(chǔ)，而不是以資歷進(jìn)行評(píng)估。In case of transfer or promotions, an associate will observe an on-the jobprobation.Unless statedo

42、therwise,alltransferandpromotionswillbeofficially confirmed in writing after the probation period.無論是晉升或是調(diào)換部門，我們都將觀察試用期間的員工表現(xiàn)。除特殊協(xié)議外，全部的部門調(diào)換或晉升將在試用期滿后以書面形式作正式通知。The company reserves the righttotransferany associatetowork ina new positionwheneverdeemed appropriateornecessary,althoughtheactionmay requ

43、irechanges of work schedule orconditions,department and location due todistancefrom theassociate residence.The salaryand benefitspackage of theassociateshall remain the same or be adjusted.酒店保留在情況需要時(shí)將員工調(diào)換到其它崗位的權(quán)利， 盡管做出的調(diào)整可能會(huì)影響到工作時(shí)間、工作環(huán)境、部門和與其員工居住地的遠(yuǎn)近距離。薪金和福利會(huì)保持不變或做出調(diào)整。Attendance考勤Associates area val

44、uable part of the team and it is important for anassociateto be on timeand ready to work each day that he /she is scheduled, if an associateis unable to report to work or expects to be late for any reason, an associateis required to notify his /her supervisor or Department Head no later than 2hours

45、(depending upon the departmentalpolicies)before thescheduled startingtime to allow replacement arrangements to be made.對(duì)于我們而言每位職員都不得是團(tuán)隊(duì)中重要的一環(huán)，每位職員必須按照時(shí)間表準(zhǔn)時(shí)上下班。如果任何原因影響職員無法逆命題以崗，職員必須提前兩個(gè)小時(shí)（以部門要求為準(zhǔn)）通知部門主管或負(fù)責(zé)人以便做出適當(dāng)?shù)恼{(diào)整與安排。An associateshould advise his/her Supervisoror DepartmentHead of the reasonsfor h

46、is/her absence as well as the anticipated arrival time or date of return.If the Supervisor or Department Head is not available, the associate shouldcontact other management personnel. It is an associate s responsibility tocontact his/her direct supervisor as soon as possible. Messages left with fell

47、ow associates will not be accepted as notification of an absence.員工需要申請假期必須提前請示部門主管或負(fù)責(zé)人，并提供缺勤由和返崗日期。如果不能及時(shí)聯(lián)系上部門主管或負(fù)責(zé)人則必須請示人力資源部。 員工有責(zé)任盡早通知其所在部門的其他主管。未經(jīng)部門主管或負(fù)責(zé)人許可的留言（比如：由同事轉(zhuǎn)達(dá)）將是不被接受的并按缺勤處理。If absence from work is more than three days due to illness or injury, an associate may be required to submit a

48、appointed doctor s note upon his /her return towork. An associate should call the Supervisor or Department Head on the first day of his absence and provide him/her with an estimated date of return. Whenan associate is ready to returnto work, he /shemust notifyhis/her Supervisoror Department Head the

49、 day before. If an associate returns to work and has notcalled to notify his /her supervisor, it is possible the associate may be senthome due to his /her shift being covered by another associate.三天以上因生病或受傷的病假必須出示指定醫(yī)院的病假單。員工必須第一時(shí)間將病假所需天數(shù)通知部門主管或負(fù)責(zé)人并在返回工作前一天與部門主管或負(fù)責(zé)人確認(rèn)如果沒有進(jìn)行砍認(rèn)，將有可能由于其他同事代替其崗位而被要求回家。If

50、 an advocate wishes to be excused from work fora particularday for any reasonother thansickness or injury,anassociate needs to apply forleave from hisherDepartment Head or Supervisor and obtain hisher prior written approval.如果不是由于生病或受傷， 員工需要提前才書面形式對(duì)部門主管或負(fù)責(zé)人提出假期申請并且得到其書面許可。An associate is responsible

51、 forbeingin placeto starttheshiftas scheduled.Tardiness and excessive absenteeism are sufficient grounds for disciplinaryaction which may include suspension andor termination.若員工在規(guī)定假期結(jié)束后沒有按時(shí)報(bào)到，將會(huì)面臨包括可能中止和/ 或解除合同的紀(jì)律處分。Overtime加班Due to theworkload of the hotel,the supervisormay ask associatesto work beyondthe normalshift and, whenever possible，associates willbe givenadvance notice .overtime work will be distributed as equitably as possible to equalize theopportunity for overtime among all associates in a