高星級酒店員工手冊.doc

Employee Handbook員 工 手 冊CATALOGUE目錄Foreword前言Mission Statement企業(yè)宗旨Welcome Message from The General Manager總經(jīng)理歡迎辭Owning Company Introduction 業(yè)主簡介CHAPTER 1.Meritus第一章 君華管理公司簡介CHAPTER 2.The Meritus experience (our history/our founder) 第二章 我們的歷史，我們的創(chuàng)始人CHAPTER 3.General terms and conditions of employment第三章 員工聘用條例3.1 Recruitment guideline員工聘用指南3.2 Probation period員工試用期3.3 Working hours, rest days & overtime工作時間、休息日和超時工作3.4 Time card & swipe card考勤卡的使用規(guī)定3.5 Attendance員工出勤規(guī)定3.6 Staff uniform員工制服3.7 Transfer、Promotion & Demotion調職、晉升及降職3.8 Resignation/Termination/Dismissal辭職/ 辭退/ 解雇3.9 Renewal of employment contract合同續(xù)簽3.10 Exclusive service and entire time限制兼職工作之規(guī)定3.11 Change of personal particulars 個人情況變更說明CHAPTER 4.Employee Benefits第四章員工福利4.1 Duty Meals 免費工作餐4.2 Public Holidays法定節(jié)假日4.3 Annual Leave年假4.4 Matrimonial Leave婚假4.5 Maternity Leave產(chǎn)假4.6 Compassionate Leave喪假4.7 Work Injury工傷4.8 Medical Benefits醫(yī)療福利4.9 Leave without pay/Sick Leave事假/病假4.10 Bonus獎金4.11 Awards員工獎勵4.12 Training員工培訓CHAPTER 5.Hotel Rules & Regulations第五章酒店各項管理規(guī)定5.1 Name Badge員工名牌5.2 Employee ID card員工證5.3 Employee entrance/exit員工通道5.4 Security Vetting員工接受例行安全檢查5.5 Time card & daily time sheet員工考勤5.6 Personal visits員工接待私人來訪5.7 Personal calls員工接打私人電話5.8 Smoking員工在酒店內(nèi)吸煙5.9 Washrooms員工使用客用洗手間5.10 Use of lifts/elevators of guests員工使用客用電梯5.11 Loitering員工不允許在店內(nèi)閑逛5.12 Lost & Found items失物招領5.13 Theft員工不允許偷竊酒店物品5.14 Eating/Drinking員工不允許在崗上吃東西5.15 Drunkenness/Under influence of alcohol員工不允許在崗上酗酒5.16 Personal pager & Handphone員工配帶私人傳呼機或手機5.17 Confidentiality員工必須遵守酒店保密制度5.18 Health & Safety at work員工安全工作5.19 Types of Misconduct員工違紀類別5.20 Structure of Disciplinary action員工紀律處分的結構5.21 Grievance Procedure員工進行申訴的程序CHAPTER 6.Staff Responsibilities第六章員工職責規(guī)范6.1 Staff uniform員工制服的保管和使用6.2 Personal hygiene員工個人衛(wèi)生6.3 Personal grooming員工個人儀容儀表6.4 Posture員工個人體態(tài)6.5 Attitude員工工作態(tài)度6.6 Cleanliness員工工作環(huán)境6.7 Punctuality員工守時準則6.8 Efficient and prompt service員工工作效率和服務效率要求CHAPTER 7.Employee Facilities第七章員工設施介紹7.1 Staff dining room員工餐廳7.2 Staff locker & staff locker room員工更衣柜和更衣室7.3 Staff notice board員工布告欄CHAPTER 8.Emergencies-what you should do in case of第八章緊急事故處理8.1 Fire火災8.2 Accidents & Death意外事故與傷亡8.3 Breakdown of lifts/elevators電梯故障Appendix 1 Personal Grooming Standards For Female附錄1儀容儀表標準（女）Personal Grooming Standards For Male儀容儀表標準（男）Appendix 2 Employee Handbook acceptance附錄2接受員工手冊協(xié)議FOREWORD前言This Employee Handbook is designed to give you an overall insight and understanding of working in MERITUS MINGDE SHANGHAI.本員工手冊旨在使您對上海銘德君華大酒店有整體的了解，并知曉如何在其中工作。The Managerial team reserves the right to amend any part contained in this handbook. Any amendment should be reviewed and approved by the hotel management before it can take effect and be implemented. Where any point in this handbook differs from the notices, circulars that the Hotel may issue from time to time, the latter will take precedence.酒店管理層有權對本手冊的內(nèi)容進行修改與調整，任何修改均需得到酒店管理層的審核確認方可生效。今后酒店頒布的任何管理條例有與之相悖之處，均以后者為準。The employee handbook is provide hotel Overview, staff recruitment, staff wages and benefits, the staff code of conduct, the hotel various rules and regulations, security and other provisions for hotel employees.本員工手冊為上海銘德君華大酒店工作的員工提供有關酒店概況、員工聘用、員工工資福利、員工行為規(guī)范、酒店各種規(guī)章制度、安全等規(guī)定。This manual is not the only source of information on hotels; each employee has an obligation familiar with the departments own rules and regulations. In addition, the hotel has the responsibility under the business development staff handbook need for timely adjustment of the relevant provisions in the hotel and will be regularly posted on the bulletin board in the publicity staff, our staff should be concerned about and implementation.此手冊并非本酒店信息的唯一來源，每位員工都有義務熟悉自己所在部門的規(guī)定和條例。此外，酒店有責任根據(jù)業(yè)務發(fā)展需要及時調整員工手冊中的有關條文，酒店并會定期張貼在員工布告欄中公示，酒店員工應予關注和執(zhí)行。 MISSION STATEMENT企業(yè)宗旨VisionTo become Asians outstanding hospitality brand愿景:成為亞洲卓越的酒店業(yè)品牌Core valuesAsian Hospitality核心價值觀 （亞洲式殷勤好客之服務）We promise to provide our guests with an experience of Asian grace, warmth & care every time they stay with us我們承諾在每時每刻提供給酒店的客人“亞洲式優(yōu)雅、熱情、關愛”之體驗。MISSIONLead the region of Asian hospitality through our Asian grace, warmth and care.使命 （藉著“亞洲式優(yōu)雅、熱情、關愛”將“亞洲式殷勤好客之服務”作為酒店業(yè)風向標）The Meritus PromiseLet us make some commitments讓我們許下某些承諾吧I Shall ask 我愿意詢問I shall appreciate 我心懷感激I shall not ridicule 我不會嘲笑奚落I shall not hold back 我不會躊躇不前WELCOME MESSAGEFROM THE GENERAL MANAGER總經(jīng)理歡迎辭Welcome to MERITUS MINGDE SHANGHAI 上海銘德君華大酒店歡迎您！Good Morning Ladies and Gentlemen,女士們、先生們，早上好：It gives me great pleasure to be able to welcome you today as new members of the Meritus Mingde Shanghai team.今天，非常高興有這樣的一個機會，歡迎在座的各位成為我們銘德君華大酒店的新成員。Meritus is a luxury Asian brand that prides itself in offering the finest hospitality for business and leisure travelers. Our name is a Latin word that means deserving of merit, which together with our distinctly Asian logo symbol is a fusion of Eastern philosophy and respect of Western sophistication we offer the best of Asian and Western hospitality.君華品牌是亞洲的奢華品牌，以提供給商務客人和休閑游客“最優(yōu)質熱情的服務”為榮耀?！熬A”一詞，源于拉丁文，意指“品質精美”，配以融合了東方哲學和西方雅致尊榮的典雅標志，代表的是君華所提供的亞洲式經(jīng)典服務以及備受推崇的西方式典雅。Our owning company Mingdu Property Development has invested a total of US$100 million into this project making it one their most important projects. Needless to say, they will be placing a great deal of emphasis on ensuring the success of the hotel.我們的業(yè)主方-上海民強投資有限公司（上海民都置業(yè)發(fā)展公司）在這個酒店工程項目上投資近1億，足見其對此項目的重視。更不用說，他們將致力于確保酒店的成功。The hotel you are joining will have the privilege of being the first International 5 star hotel to open and operate in the Zhabei district which is now beginning to emerge as the new CBD area of Shanghai as many companies move their operations into the district.在座各位所加入的銘德君華酒店將會成為閘北區(qū)第一家五星級酒店，而閘北區(qū)本身也即將以商務中心地區(qū)的新姿態(tài)吸引許多跨國公司。Our hotel will feature 288 rooms, 5 Food & Beverage outlets, extensive conference and banqueting facilities, a health spa and fitness center, 3 executive floors including the Meritus Club Lounge and a swimming pool. These facilities are very important for drawing guests to come and stay at the hotel. However what is more important and vital to the success of our hotel, is the welcome they receive when they arrive, the service they receive during their stay, the farewell they receive when they depart and the follow up service they receive afterwards this all comes down to the hotels most important resource YOU, our staff. Our service promise is Asian Grace, Warmth and Care each time a Guest stays. We dont just promise good service or excellent service we promise warm service that cares!我們的酒店擁有288間客房，5處餐飲場所，寬敞的會議及宴會設施，健身中心和水療館，3個樓層的行政樓，包括君華會和游泳池。這些設施是吸引客人前來入住的主要原因，然而對于酒店成功更重要和關鍵的是我們的迎接和送別服務-在客人入住期間所感受到的服務，在他們離店時的送別服務，他們再次入住的跟進服務；這些都取決于酒店最重要的資源-你們，我們的員工。我們的服務承諾是在客人每次入住時亞洲式優(yōu)雅、熱情和關愛。我們不單單承諾提供良好的服務，我們承諾的是能讓客人感受到關愛的服務！You will receive a great deal of training over the next few weeks to enable you to help provide this level of service to our guests once the hotel opens. For those of you have worked in pre-opening hotels before, you will know that it is hard work, but you will also know the thrill of when the hotel opens after all of your hard work. We are now in the final 90 day period prior to our soft opening, this is a vital and busy period to ensure that all of the hotels systems, equipment and operations are installed, checked and tested prior to opening for our guests. I encourage you to listen to your supervisors, managers and Department Heads, learn all you can and work hard together we will make this one of the best five-star hotel in Shanghai.在接下來的數(shù)周,你將接受大量的培訓，有助于一旦酒店開幕，你能夠為我們的客人提供這樣的服務水準。對于那些有酒店籌備工作經(jīng)驗的人來說，你就會知道，工作很艱苦，但你也會知道酒店開業(yè)是你所有辛勤工作的最好回報。距離酒店開業(yè)還有最后的90天，而我們的試營業(yè)，則是一個重要和繁忙的時期，在向我們的客人開放之前，確保所有酒店的系統(tǒng)、設備和營運的安裝、檢查和測試。鼓勵你傾聽你的主管、經(jīng)理及部門總監(jiān)，努力學習和工作-讓我們會齊心協(xié)力，將銘德君華大酒店打造成上海最好的5星級酒店之一。Again I welcome you to the hotel. I am sure that your experience with Meritus will be a rewarding one and I look forward to working with you all to make this not just a good hotel, but a great hotel that cares for its guests and sees them returning often to enjoy our hospitality.在此歡迎你們的加入。我相信你的經(jīng)驗對君華將是一個有幫助的，我期待著與你一起工作，使銘德君華大酒店不僅是一個很好的酒店，而是一個關心客人、期待客人再次入住并享受我們“盛情和款待的酒店。General Manager總經(jīng)理OWNING COMPANY INTRODUCTION業(yè)主簡介Shanghai Minqiang Investment (Group) Co. Ltd came into existence from Shanghai Minqiang Housing Development Co. Ltd. The company has developed and accomplished several engineering projects since engaged in the housing industry such as Mingde International Plaza and Meritus Mingde Shanghai.Through experienced in the market for a dozen times of years, Minqiang is combined with the local feature in the change of market and has formed a development idea and sales mind with its own character. With the development of the company scale, the group company is forming a business chain among Housing Development, Hotel Management, Estate Management, Furniture Appliance and Building Material Production in order to stand in the market and widen the business space, thus contributing to the housing development in Shanghai.上海民強投資（集團）有限公司由上海民強房地產(chǎn)發(fā)展有限公司改組成立。早在1995年公司從事滬上房地產(chǎn)業(yè)以來，已先后開發(fā)完成和在建的項目有：萬榮陽光苑、麗景翠庭、銘德國際廣場、銘德君華大酒店等相關項目。上海民強經(jīng)過十幾年的市場歷練，緊密結合當?shù)厥袌霭l(fā)展變化特點,逐步形成了富有自身特色的開發(fā)理念和營銷思路。隨著企業(yè)規(guī)模的持續(xù)發(fā)展壯大，集團公司正在形成房地產(chǎn)開發(fā)、酒店經(jīng)營、物業(yè)管理、家居用品及建材生產(chǎn)加工的業(yè)務鏈,以期立足市場，拓寬業(yè)務空間，為上海的房地產(chǎn)發(fā)展貢獻綿薄之力。CHAPTER 1第一章INTRODUCTION OF MERITUS君華管理公司簡介 MERITUS MINGDE SHANGHAI上海銘德君華大酒店簡介INTRODUCTION OF MERITUS 君華管理公司簡介Meritus Management was founded in 1991, is headquartered in Singapore. Our commitment is to reliably deliver a consistent experience of Asian Grace, Warmth & Care at every Meritus Hotel & Resort. Our core values are to provide our guests with an experience of Asian Grace, Warmth and Care君華酒店管理創(chuàng)立于一九九一年，總部位于新加坡。在每一個君華的酒店和度假村有效傳遞亞洲式殷情好客之服務，提供給我們客人亞洲式優(yōu)雅，熱情，關心的特別體驗 MERITUS HOTELS & RESORTS君華酒店集團Meritus Mingde Shanghai is managed by Meritus Hotels and Resorts, a Luxury Asian brand that prides itself in offering the finest hospitality for the business and leisure traveler.Trading under a Latin name that denotes deserving of merit and fused into an Asian mark that depicts quality of excellence and worth, the Meritus brand is a true representation of our eastern roots with respect towards western sophistication.上海銘德君華大酒店由新加坡君華酒店管理集團管理。品牌名稱源自于拉丁文，原意為“品質精神”，承載著君華品牌亞洲式的卓越品質和價值，是東方的傳統(tǒng)與西方的現(xiàn)代完美的融合。Meaning and positioning君華集團含義和定位：Meritus is derived from Latin, symbolize “high quality”. Meritus is Asian-style luxury hotel brand. Whether for business or leisure, you will fully experience of Asian Grace, Warmth & Care .源于拉丁文，Meritus意指“品質精美”。君華為亞洲式豪華酒店品牌。無論商務或休閑，您將深切體驗其獨特的亞洲殷勤待客之道。The gold silk:金絲綢之帶：The Group is symbolized by a silk ribbon. The Meritus logo consists of the seal of quality and a golden Ribbon. The sed represents History, Quality, Style and dedication and is a guarantee of our commitment to consistently deliver our signature Asian Hospitality to our guests. The ribbon symbolizes silk, the highly sought after item that first linked the East with the West. With its exotic Asian feel and a certain grace and elegance, wearers are associated with taste, class and leadership.集團象征著貫穿東方文化與貿(mào)易交流的信物，絲綢代表著東方情懷和尊貴優(yōu)雅。君華金絲綢之帶意蘊著東方古是情懷、優(yōu)雅、尊貴及領導地位。MERITUS MINGDE SHANGHAI上海銘德君華大酒店Located in the Zhabei district, one of the nine central districts in Shanghai envisaged as the new central business district, the newly opened Meritus Mingde Shanghai is within convenient reach of major shopping malls and Shanghai Peoples Square.上海銘德君華大酒店-閘北區(qū)最新超豪華國際酒店，傲居人民廣場商圈北側，地處新興商業(yè)中心地帶，人民廣場及各大購物中心均近在咫尺。Charting a total investment of US100 million, the deluxe hotel hosts 288 luxurious guestrooms, spacious and state-of-the art meeting/ function rooms and recreational facilities.酒店擁有288間豪華客房，內(nèi)部裝修豪華別致，具有獨特的藝術氛圍。雅致的水療中心與室內(nèi)游泳池可提供您舒展身心，各種預熱設施為您商務之余提供了絕佳的休閑平臺。銘德君華大酒店晚上了設施設備及貼心周到的服務定能讓您旅居在外仍享盡“家”的便捷與舒適。Transportation 交通FromDistanceTimeByPudong International Airport50 km45 mincarHongqiao International Airport13 km20 mincarShanghai Exhibition Centre7 km10 mincarShanghai Peoples Square1.5 km3 mincarTransportation 交通目的地 DistanceTimeBy浦東機場 50 km45 mincar虹橋機場 13 km20 mincar上海展覽中心 7 km 10 mincar人民廣場 1.5 km3 mincarSPECIAL FEATURES酒店特色26- storey twin-tower building comprising of an office block and guestroom block288 luxurious guestrooms26層雙塔型建筑包括辦公寫字樓和擁有288間典雅客房的超豪華酒店Mingde ballroom equipped with state-of-the-art facilities各種尖端設施配套齊全的銘德大宴會廳4 meeting rooms and 9 function rooms; all fully equipped with the latest amenities4個會議室和9個多功能廳均配備最先進的會議服務設施Recreational facilities such as indoor swimming pool, spa and fully equipped gym 水療中心、室內(nèi)游泳池和設備完善的健身房SPECIAL FEATURES特色餐飲Symphony of Taste at Meritus Mingde presents the first whole-new exciting dining concept of boundless possibilities where dining, drinking, chilling out, entertainment and shopping come harmoniously together.享用美肴、品嘗佳釀、娛樂消遣及休閑購物，集各種商務、生活、娛樂設施于一體的銘德君華大酒店為您提供絕佳的居住體驗，令您的旅居生活更為便捷、和諧、舒適。Adopting the operating philosophies of a symphony orchestra where its many individual components are vital to its ultimate success, Symphony of Taste offers a seamless gourmet experience that extends beyond the palette where the most intricate detail-backdrop, lighting, table setting, menu and music is attuned to create a unique and unforgettable dining experience of total sensory delight.我們深知細節(jié)決定整體，為所有美食鑒賞家奉上的不僅是味覺上的超凡體驗，銘德君華用心設計的餐廳裝潢、燈光布局、餐臺擺設、菜單及背景音樂等，致力為您打造獨特難忘的用餐體驗。Set in a vast dining area designed with collapsible walls, another distinctive feature of Symphony of Taste is its versatility in meeting various ambiance needs and conceivable dining configurations (breakfast, cost family style, ala carte or buffet set-up).寬敞的餐廳、高雅的墻飾，每個廳面設計風格均獨一無二，滿足不同的用餐需求及用餐氛圍（快捷早餐、安適的家庭簡餐、零點餐肴及自助餐）。Flanking a central performance stage and hosting a wide selection of gastronomy from contemporary Chinese cuisine to premium Western steaks, Symphony of Taste takes you on a global gourmet escapade whilst immersing in total sensory harmony and melodious crescendo.用餐區(qū)匯聚各種中式、西式佳肴及其他特色美肴，用餐區(qū)一側的舞臺表演，將讓您沉浸于味覺與聽覺的雙重享受。Ming bar (level 1) /銘吧（1層）Ming Bar offers the warm and comfortable privacy perfect for private parties, product launches, a serious business discussion or a casual tte-tte. With its right doses of business intimacy and facilities such as high-speed internet access, Ming is the ideal locale for sealing a business deal over drinks.無論是私人派對，還是小憩暢談，抑或是正式的商務洽談，銘吧為您提供最貼心、閑適的私密空間和一流的現(xiàn)代辦公設備，如高速的互聯(lián)網(wǎng)接入服務等。在觥籌交錯間捕獲商機，銘吧是您的絕佳選擇。Five Spices-Asian Flavour Restaurant (level 1) /五香之道亞洲風味餐廳（1層）Basking in a modern atmosphere of hustle and bustle where cheery vibrancy is the buzzword, Five Spices Restaurant caters satisfying and lip-smacking one-bowl meals to food-lovers without them having to dig deep into their pockets. Featuring a menu of the people in Shanghai and popular Singaporean signatures, Five Spices provides delicious yet brisk lunches and dinners to guests-the perfect solution for those seeking a quick but functional and hearty business meal.在城市的繁忙與喧嚷中辟一處靜謐，享受陽光與五香之道為您奉上的精致價宜的美食。將上海本土烹調手法與新加坡傳統(tǒng)特色巧妙結合，為您帶來美味、豐盛且與眾不同的正餐或商務餐系，給您無與倫比的味覺驚喜。Tea boutique (level 1) /茗生緣茶吧（1層）An unhurried space devoted to tea appreciation, conversation and relaxation. Tea Boutique is the ideal haven for tea enthusiasts and business executives seeking to have a smooth and earnest business discussion in quietude.開放式茶吧適合商務會談或消遣品茗。茗生緣茶吧特有的優(yōu)雅寧靜氛圍不僅可供茶藝愛好者進行茶藝交流，亦是商務人士業(yè)務洽談的理想場所。RARE-Steak House (Level 2) /銳高級牛扒館（2層）Inspired by the love of fine steak and good wine, Rare is the place where true connoisseurs can appreciate choice premium cuts in a stylishly plush ambience. An elegant steakhouse set with live a la minute stations to stimulate your senses, and ageing room where we age your steaks to your preferred timing.銳高級牛扒館歡迎所有對牛排與紅酒的西餐文化有著至高追求的美食饕客前來品評。雅致的裝修風格與超凡的品味給您視覺感官上的絕對愉悅，精選新鮮優(yōu)質的烹調原料，根據(jù)您的個人喜好，為您獻上味美香嫩的牛排套餐。SILK-Chinese Private Dinning Room (Level 2) /絲中餐包廂（2層）The exclusivity and prestige of Silk is evident in its private-dining only concept. Helmed by award-winning Chinese master chef, Silk serves a menu of contemporary Cantonese and Shanghainese cuisines-featuring well-loved chefs signatures.銘德君華滿譽全城的中餐廳絲由特級主廚親自掌勺，為您巧手呈現(xiàn)目不暇接的中餐美食，更有各式馳名的上海派與粵派佳肴，其粵式燒烤更是正宗美味，是絲的另一獨到之處。KOKACHIN-Culinary Buffet (level 2) /闊闊真自助餐（2層）Contrary to the usual vastness of buffet restaurants, the interior of Kokachin boasts an intimate ambience ideal for a comfotable gathering of family and friends. Not like usual restaurants, we provide you with very own private buffet. With great emphasis on gourmet cuisine and exquisite presentation, Kokachin promises a rich dining experience of sensory appeals that will delight your sight, smell and taste.闊闊真不同于一般的自助餐廳開放而無私密性