酒店生產(chǎn)力手冊(cè)Productivityworkbook

1、productionworkbook生產(chǎn)力手冊(cè)prepared by制作人department部門date日期n productivity cycle 生產(chǎn)力循環(huán)n expectations of all three customers三類客人的期望n standards of performance工作表現(xiàn)標(biāo)準(zhǔn)n job guidelines and employee profiles建立工作指引及員工簡(jiǎn)述n business levels營(yíng)業(yè)額n productivity ratios生產(chǎn)力比率n work rosters排班表n zero-based staffing guide零基數(shù)人

2、員編制指引n costing成本n implementation and training實(shí)施與培訓(xùn)n monitor and fine tune監(jiān)督和完善productivity cycle生產(chǎn)力循環(huán)1. define expectations of all three customers為三類客人的期望定義2. develop standards of performance建立工作表現(xiàn)標(biāo)準(zhǔn)3. develop job guidelines and employee profiles建立工作指引及員工簡(jiǎn)述4. determine business levels確定營(yíng)業(yè)額5. develop

3、 productivity ratios建立生產(chǎn)力比率6. build work rosters制作排班表7. prepare zero-based staffing guide準(zhǔn)備零基數(shù)人員編制指南8. costing is it affordable成本 可以承受嗎？9. implement and train實(shí)行和培訓(xùn)10. monitor and fine tune監(jiān)督和完善define the expectations of all three of your customers為三類客人的期望下定義guests顧客be bold and challenge yourselves.

4、listen to your customers and identify what they really expect and need of your department today. times change, so to do the expectations of your customers.敢于挑戰(zhàn)自己,傾聽客人需要并了解今天他們對(duì)你部門的真正期望和要求。時(shí)代在變,客人的期望也在變。n list key expectations列出主要的期望n list key services you need to provide and when（do they make busine

5、ss and financial sense？）, in order of priority以重要性為標(biāo)準(zhǔn)依次列出你所要提供的服務(wù)及何時(shí)提供這些服務(wù)。（這些服務(wù)在業(yè)務(wù)及財(cái)務(wù)上可行嗎？）n list key service which would be nice to provide if you had the time（these should only be implemented if they make business and financial sense）列出當(dāng)時(shí)間允許的時(shí)候你所能提供的一些額外服務(wù)。（這些服務(wù)必須是在業(yè)務(wù)和財(cái)務(wù)上可行的前提下才可實(shí)行。）employees員工n

6、do the standards of performance and job content meet the expectations of your employees？員工的工作表現(xiàn)與工作內(nèi)容達(dá)到標(biāo)準(zhǔn)和要求了嗎？n what can be done in term of job restructuring to maximize the satisfaction of your employees so that they feel productive and valuable？在工作重組方面可以做些什么而能夠盡量滿足員工,令他們覺得自己是有生產(chǎn)力并有價(jià)值的呢？owners業(yè)主n d

7、o the owners have expectations about the type of product you offer？業(yè)主對(duì)你提供的產(chǎn)品有期望嗎？n are you clear about their expectations for the financial performance of the hotel？你清楚酒店在財(cái)務(wù)表現(xiàn)方面的期望嗎？develop standards of performance to meet customer expectations建立工作表現(xiàn)標(biāo)準(zhǔn),達(dá)到客人期望review existing or develop new standards

8、of performance for those services you need to provide to meet all of your customer expectations. dont focus on those, which would be nice to provide those should be considered only when the basics are in place.檢討你現(xiàn)在的工作表現(xiàn)標(biāo)準(zhǔn)或重新建立一套從而達(dá)到客人期望。不要把注意力集中在那些”最好能有”的服務(wù),這些服務(wù)是應(yīng)該在所有基本標(biāo)準(zhǔn)已達(dá)到時(shí)才作考慮的。n gather any exis

9、ting standards of performance集合現(xiàn)有的工作表現(xiàn)標(biāo)準(zhǔn)n with your employees（they generally have the best ideas）,brainstorm and agree與員工一起集思廣意益（他們常常會(huì)有最好的意見）,并達(dá)成共識(shí)- those no longer relevant（discard）一些不在相關(guān)的工作表現(xiàn)標(biāo)準(zhǔn)（放棄）- those which can be improved（most of any which have not been discarded）,for example by reducing step

10、s and streamlining一些還可以改進(jìn)的（那些還未被放棄的）,例如減少工作步驟或減去工作- those which do not need to be changed（generally the minority）一些無需改進(jìn)的（少數(shù)的）- those which need to developed一些需要重新建立的n be ruthless and radical in your approach think outside the box以大刀闊斧的手法行動(dòng),不要為思想范圍所規(guī)范n agree the above categories with your immediate s

11、upervisor prior to developing the new standards of performance or amending the existing ones在建立新的或改進(jìn)舊的工作表現(xiàn)標(biāo)準(zhǔn)前,必須與主管達(dá)成以上共識(shí)develop job guidelines and employee profiles to deliver standards of performance確立工作指引及員工簡(jiǎn)述以達(dá)到工作表現(xiàn)標(biāo)準(zhǔn)your existing job descriptions will almost certainly need to be revised to matc

12、h the new and revised standards of performance. more importantly, challenge every existing job description to make sure that it meets the following criteria：你現(xiàn)有的工作描述機(jī)幾乎必定是要經(jīng)修訂以迎合新的工作表現(xiàn)標(biāo)準(zhǔn)的。最重要的是要挑戰(zhàn)現(xiàn)有的工作指引,從而使他們能夠滿足以下條件：n maximises employee flexibility（write job descriptions using broad descriptions a

13、nd job functions）員工工作彈性最大化（以寬宏的字眼描述工種及功能）n allows for maximum cross-functionality（ie multi-tasking）and job sharing（where available）盡量允許功能互換（多功能）和工作分擔(dān)（當(dāng)適用時(shí)）n meets the expectations of the employees（is there enough scope/responsibility/opportunity to learn new skills/empowerment？）滿足員工的期望（是否有夠的工作范圍/責(zé)任/

14、學(xué)習(xí)新技能的機(jī)會(huì)/授權(quán)？）n meets the needs of the department in terms of providing coverage滿足部門的工作及人員量n minimises reporting layers減少匯報(bào)的層面determine business levels（i.e demand for your services）確定營(yíng)業(yè)額（對(duì)你所提供的服務(wù)的要求）if your purpose in work is to satisfy the needs and expectations of your customers, then it is only lo

15、gical that you must know the demand for your services and products.如果工作的計(jì)劃是要滿足客人的需要和期望,在理論上你必須了解客人對(duì)你所提供的服務(wù)和產(chǎn)品的要求。you should identify：你需要認(rèn)清：n whether you are receiving the information you need on a regular basis to understand the demand levels你是否得定時(shí)得到能讓你了解客人需求的數(shù)據(jù)n the volume of demand（by hour）客人需求的數(shù)量

16、（以小時(shí)計(jì)）n the peaks and troughs and when they typically happen客人需求的高峰和低潮期,以及他們出現(xiàn)的規(guī)律n the extent to which you can manage this demand（eg by providing alternatives, by creating a demand for something else at a different time, etc）你能控制這些需求的程度（比如：提供代替品、創(chuàng)造第二種需求并在其它時(shí)間提供）n the potential damage if you dont del

17、iver on demand but require the customer to wait（what is acceptable, customary or normal-for this service）如果你不能滿足客人的需求并要他們等候,對(duì)公司的潛在損害有多大（什么是可接受的、慣常的、或是.）develop productivity ratios建立生產(chǎn)力比率productivity ratios are required to accurately calculate the number of employees required to run your department a

18、nd to be able to effectively manage them on an ongoing basis。我們需要生產(chǎn)力比率來準(zhǔn)確計(jì)算部門運(yùn)作所需的員工數(shù)目及如何持續(xù)并有效地管理他們。in technical terms, a productivity ratio is a measure of output of goods and services relative to the input of labour, materials and equipment。以專門術(shù)語來講,生產(chǎn)力比率是用來衡量貨物及服務(wù)的輸出與所投入的人力資源和設(shè)備的相對(duì)性。when developin

19、g productivity ratios, they should be smart, and revised and readjusted on a regular basis。當(dāng)建立生產(chǎn)力比率時(shí),他們必須是smart的,（具體的、可衡量的、可達(dá)成的、現(xiàn)實(shí)的及有時(shí)間性的）,并需要經(jīng)常地檢討及調(diào)整。employees must understand the ratios and agree with them as one measure of their performance。員工必須明白這些比率并同意這將用以衡量他們的工作表現(xiàn)。build example work rosters制作排

20、班表樣本work rosters must be built and revised constantly in line with business demands（daily, weekly or monthly）。排班表必須不斷地制作及修改以配合營(yíng)業(yè)狀況的需要（每天、每周、每月）。however, to prepare a zero-based staffing guide and to determine the ratio of full-time, part-time and casual employees required, an outline work roster is

21、necessary。但要準(zhǔn)備一份零基數(shù)人員編制指引并確定全職、兼職及臨時(shí)員工數(shù)的要求。我們必須有一份排班大綱。remember the following, when building an outline roster：在制作排班大綱時(shí),切記：n employees are willing to be flexible and welcome the opportunity to be multi-skilled員工們?cè)敢庥袕椥缘呐虐嗪陀袡C(jī)會(huì)成為多技能的職員。n many employees are also open to “flexi-hours” and the days they w

22、ork / take off許多員工會(huì)歡迎”彈性上班時(shí)間”和更有彈性地安排工作與休息日n your focus should be to work smarter, not harder你的注意力應(yīng)該集中于如何更聰明地工作而不是更辛勞地工作。n effective rostering maximizes the roi on the payroll dollar有效的排班能使投資在員工薪金的回報(bào)最大化n effective rostering build in maximum flexibility in meeting fluctuating business demands（ie staf

23、fing levels should match hotel occupancy and business levels）有效的排班能使員工編制彈性最大化,用以迎合營(yíng)業(yè)需求,（人員編制應(yīng)與營(yíng)業(yè)狀況相配合）prepare a new zero-based staffing guide準(zhǔn)備零基數(shù)員工編制指引the culmination of all of the previous six steps is the preparation of a zero-based staffing guide which will indicate the job titles, numbers and c

24、ategories of employees required（full-time, part-time or casual）。以上六點(diǎn)的最終目的就是為了準(zhǔn)備零基數(shù)人員編制,它可以顯示職位、數(shù)量和員工類別（全職、兼職或臨時(shí)工）。cost the staffing guide is it affordable？人員編制指引的成本 可以承受嗎？based on the numbers and categories of employees in the staffing guide, the next step requires you to cost your staffing guide to

25、 determine if it will allow you to meet or better your budget, or allow you to make the profit margins that are required。以員工數(shù)目及類別為人員編制指引的基礎(chǔ),下一步將要求你計(jì)算人員編制的成本以確定它能否幫助你達(dá)到或低于預(yù)算,抑或是幫助你完成利潤(rùn)。when costing your staffing guide, remember to include all employee costs：當(dāng)你為人員編制指引計(jì)算成本時(shí),切記要把所有的員工成本包括在內(nèi)：n salary工資n

26、employee taxes payable by the hotel酒店要為員工支付的各項(xiàng)稅n pension contributions養(yǎng)老金繳納n medical benefits醫(yī)療保險(xiǎn)n housing（where applicable）住房n sick, maternity and other leaves mandated by local labour law病假、產(chǎn)假及其他法定假期n severance costs遣散費(fèi)n other termination costs其他終止合同的費(fèi)用n training培訓(xùn)n uniform制服n employee meals員工用餐n

27、hiring costs招聘費(fèi)用n social activities員工活動(dòng)n transportation交通費(fèi)implement the changes and determine what training is necessary to achieve the changes實(shí)行改變并確定要成功改變所需的培訓(xùn)if you have completed steps 1 through 8 thoroughly, there will be changes you will want to make。 some will be immediate and short-term。 othe

28、rs will be longer term。如果你全部地完成了第一至第八個(gè)步驟,你將想要作出一些改變。這些改變有些是實(shí)時(shí)且短期的,而有些則是長(zhǎng)期的。almost all of them will require some form of communication to employees and retraining or training of new procedures。 in addition, there will be changes which will require legal considerations, a review of the collective barg

29、aining agreements and revised letters of appointments/contracts。幾乎所有的改變都需要與員工應(yīng)有的溝通,加上再培訓(xùn)或?qū)π鹿ぷ鞒绦虻呐嘤?xùn)。并且,有一些改變還需要法律方面的考慮,例如集體談判協(xié)議的修改和協(xié)議/合同的修訂。in this section, you should develop an action plan, with deadlines and responsibilities, and include the training required to achieve your goals。 remember that t

30、he training will require resources（time and personnel）。在這個(gè)部份,你應(yīng)當(dāng)建立一個(gè)包括期限及責(zé)任與能夠協(xié)助你達(dá)到目標(biāo)所需的培訓(xùn)和行動(dòng)計(jì)劃。切記培訓(xùn)是需要資源的（時(shí)間和人力）。monitor the effectiveness of the plan and fine tune as necessary監(jiān)督計(jì)劃的效力并在有需要時(shí)進(jìn)行改進(jìn)despite the care with which you have completed the previous steps, every plan will need to be closely mon

31、itored during the implementation process and fine tuned once completed。除了有耐心完成以上的步驟,每一個(gè)計(jì)劃都需要在進(jìn)行時(shí)嚴(yán)密地監(jiān)督,并且在完成后加以完善。employment practices聘用方法write appointment letters/letters of employment/contracts which：撰寫任命書/聘書/合同：- state only generic positions（eg waiter do not specify outlet/department）只說明職位的類別,例如：服

32、務(wù)員-不需說明餐廳/部門- have specific, limited time frames to match seasonal staffing requirements有具體的時(shí)間限制以配合不同季節(jié)的人員編制需求- include a mobility paragraph in the agreement in which the employee agree to work in other departments as required。在協(xié)議中包含人員調(diào)動(dòng)的內(nèi)容,以確保員工同意在必要時(shí)被派往其他部門。write job descriptions（and employee spec

33、ifications）which describe broad responsibilities to maximize flexible deployment of employees在撰寫工作職責(zé)描述（及員工簡(jiǎn)述）時(shí),應(yīng)概略地形容工作責(zé)任以令人員編制的彈性達(dá)到最大化- keep as generic as possible盡可能的概略- ensure flexible job functions確保有彈性的工作職能- minimize detail about job function減少工作中的細(xì)節(jié)- combine multiple, traditional job titles un

34、der one broader title, for example：在一個(gè)概要的職稱下組織一系列的多元化的傳統(tǒng)的職稱,例如：n housekeeping attendant（guestrooms、public areas、uniform、linen）and laundry attendant combine將客房部服務(wù)員（客房、公共區(qū)域、制服房、布巾房）及洗衣房服務(wù)員結(jié)合n all front office positions combines（front desk、concierge、regency club、bell attendant、telephone/communications

35、centre、business centre,etc）將所有前廳部職位合并（前臺(tái)、禮賓部、嘉賓軒、行李部、電話房、訊息服務(wù)中心、商務(wù)中心）collective bargaining agreements集體談判協(xié)議establish a range of levels within each generic job title。each level should earn a different wage and be competency-based。this will provide employees with a sense of career progression, and man

36、agement personnel can combine levels to meet business/operational requirements and payroll budgets。在每個(gè)概要的工作職位下建立不同等級(jí),每個(gè)等級(jí)應(yīng)以不同的能力為基礎(chǔ)配以不同的薪酬。這種作法不只能讓員工有職業(yè)上求發(fā)展的希望,也能讓管理人員通過運(yùn)用不同等級(jí)來配合營(yíng)運(yùn)需求及工資預(yù)算。ensure that no time commitments are made to part time employees（ie maximize the range of hours which they may wo

37、rk to match business levels）。確保與兼職員工沒有時(shí)間上的承諾,（盡量利用他們的工作時(shí)間以達(dá)到營(yíng)運(yùn)目標(biāo)）ensure that any agreements include the option to average the ordinary？hours of full-time employees。確保在所有協(xié)議中都包括一項(xiàng)”平均”全職工作人員”日?！睍r(shí)間的條款provide for an “other hours” clause in agreements allowing employees to be cross-utilised in different d

38、epartments an introductory rate, providing cross-training while controlling payroll levels。在協(xié)議中提供”其它時(shí)間”的項(xiàng)目以讓員工能在不同部門交叉培訓(xùn)的同時(shí)控制他們的工資標(biāo)準(zhǔn)alternative staffing strategies其他人員編制use more part time employees to cover peak business periods or seasonal type work（for example breakfast waiters,gardeners）多用兼職員工以應(yīng)付

39、營(yíng)運(yùn)高潮或季節(jié)性工作（例如：早餐服務(wù)員、園?。ヽonsider having two groups of food and beverage employees：one group permanently assigned to a specific outlet（permanently assigned）,and another which is not assigned, trained in every outlet in depth and may be allocated as business levels change by the hour/day（free assigned）

40、?？紤]建立兩組餐飲部員工：一組永久地工作在指定的餐廳（長(zhǎng)期任命）,另一組則沒有指定的餐廳且由不同餐廳作深度培訓(xùn)以配合不同時(shí)間/日期的營(yíng)運(yùn)需要（自由任命）combine management responsibilities where possible, and provide ongoing supervision at a more junior level盡可能地綜合管理責(zé)任并為基層員工提供不斷”督導(dǎo)”use students from local colleges for casual/part time employees（eg banquet waiters）聘用當(dāng)?shù)卮髮W(xué)生做兼職/

41、臨時(shí)工（例如：宴會(huì)服務(wù)員）consider using trainees and apprentices to augment more experience employees during busy periods（ensure that they are given the proper training prior to being allowed to interact on their own with guests）在繁忙時(shí)考慮聘用培訓(xùn)生與學(xué)徒工以頂替許多有經(jīng)驗(yàn)的員工（確保他們?cè)谧孕信c顧客直接接觸前已接受必要的培訓(xùn)）use graduate/post graduate stude

42、nts as interns for specific research projects聘用畢業(yè)生/或研究生作為個(gè)別研究項(xiàng)目的實(shí)習(xí)生consider outsourcing：考慮使用承包- employees（but having them supervised by hyatt management personnel）, or員工（但他們需由凱悅管理人員督導(dǎo)）- the whole department/function（ie employees and management personnel are supplied by the outsourcing company）整個(gè)部門/工

43、種（員工及管理人員可承包工司項(xiàng)目）outsourcing has been successfully implemented in the following department in various hyatt international hotel：以下的部門在不同凱悅酒店以承包的形式成功運(yùn)作著：- employee restaurant員工餐廳- engineering工程部- housekeeping客房部- garage/parking service車庫/泊車服務(wù)- exterior landscaping and maintenance外部園藝與保養(yǎng)- stewarding餐務(wù)

44、部- laundry洗衣房- gift shop禮品店- bakery and pastry production面包與糕點(diǎn)制作- other foods（eg basic cuts of meats and vegetables）and juice production其它食品（例如基本的肉類及蔬菜加工）與果汁生產(chǎn)- security安全- florist花房- payroll薪資- employee/guest transportation員工/顧客運(yùn)輸have employees “share” jobs, for example：讓員工”分擔(dān)”工作,例如：- secretary in

45、the morning and front office clerk in the afternoon上午作為秘書,下午作為前臺(tái)服務(wù)員- housekeeping attendant in the morning, laundry attendant in the afternoon上午作為客房服務(wù)員,下午作為洗衣房服務(wù)員- breakfast waiter in the early morning and front office clerk in the later上午作為早餐服務(wù)員,下午作為前臺(tái)文員- security personnel at employee entrance als

46、o act as a receiving clerk（in smaller hotels and where the physical layout allows）在員工出入口的保安員亦可兼作收貨員（在較小的酒店且有專門硬件設(shè)計(jì)的條件下）reassign responsibilities to reduce job title（for example, have service and kitchen employees in an outlet share the cleaning and dishwashing responsibilities traditionally assigned

47、 to stewarding employees）重組職責(zé)以減少工作職位（例如：讓餐廳服務(wù)員與廚房員工同時(shí)負(fù)責(zé)餐務(wù)的清潔與洗碗工作）carefully consider the benefits of using a fresh, overnight crew to set up banquet functions, instead of asking an evening crew to stay after an event to change the set up and prepare for the following morning（a fresh crew may be more

48、 efficient）認(rèn)真考慮安排一批精力充沛的大夜班員工負(fù)責(zé)宴會(huì)布置工作,而不是讓中班員工在宴會(huì)結(jié)束后留下來收拾并準(zhǔn)備第二天早上的工作（精力充沛的員工更加有效率）take advantage of local job placement and job training schemes offered by local governments where they will pick up part or all of the salaries for those unemployed people placed in training schemes in the hotel利用當(dāng)?shù)卣?/p>

49、一些培訓(xùn)計(jì)劃及就業(yè)安置計(jì)劃,他們可能為我們提供工資的部分或全部來雇用一些再就業(yè)人員combine security and duty management function use security personnel only for high profile guests and special events, and install additional security cameras to monitor sensitive area結(jié)合保安與值班管理工作職能 在有重要人物或事件時(shí)才運(yùn)用保安員并在敏感區(qū)域安置閉路電視training培訓(xùn)allow more time for trai

50、ning as employees perform more tasks當(dāng)員工擔(dān)任更多工作時(shí)給予更多培訓(xùn)時(shí)間allow time for refresher training when an employee moves back to another job function（minimise the need for refresher training by rotating more often）給回到原工作崗位的員工提供時(shí)間重溫舊課（不斷重復(fù)工作以減少重復(fù)培訓(xùn)）plan for cross-training employees in other, related（and non-re

51、lated）departments so that employees are ready to help out when necessary（eg waiters/waitresses in all food and beverage departments, housekeeping attendants and other non food and beverage personnel in banqueting, etc）安排員工在其它相關(guān)的（或非相關(guān)的）部門作交叉培訓(xùn),令他們?cè)诒匾獣r(shí)可以隨時(shí)被調(diào)派幫忙（例如：所有餐飲部的服務(wù)員、客房部的服務(wù)員及宴會(huì)部的非餐飲服務(wù)人員）train e

52、ngineers in more than one trade so that they can handle multiple tasks in guestroom maintenance and other projects。培訓(xùn)工程部員工熟悉不同工種以使他們能夠應(yīng)付客房維修及其它項(xiàng)目increase the “pool” of potential trainers, by using other human resources and management personnel who have attended the necessary skills training courses.

53、利用參加過同類培訓(xùn)的人力資源部員工及管理人員以增加有潛力的培訓(xùn)員empowerment授權(quán)establish clear guidelines and limits which allow employees to resolve most customer complaints without the need for management approval.建立明確的指引以令員工能夠在無需管理員批準(zhǔn)的情況下解決大部份的顧客投訴empower housekeeping attendants to check their own rooms and update the room status

54、 via the telephone system（floor supervisors only spot check rooms）授權(quán)客房部服務(wù)員檢查他們自己的房間并通過電話系統(tǒng)更新房間狀況（樓層督導(dǎo)員只抽查房間）use of technology采用科技make greater use of voicemail and in-room tv messenger systems盡量使用電話錄音及內(nèi)部電視訊息系統(tǒng)implement credit card authorization machines for charging and refunding customers in service

55、 stations and other retail areas（replacing manual or centralized systems）在各服務(wù)點(diǎn)及零售區(qū)域安裝并使用信用卡刷卡機(jī)進(jìn)行收費(fèi)和退費(fèi)服務(wù)（替代人工收費(fèi)或集中收費(fèi)系統(tǒng)）implement appropriate software to allow for electronic approvals of time sheets, purchase request/orders, petty cash vouchers, direct payment of vendors, etc使用相應(yīng)的軟件以使考勤表、請(qǐng)購單、現(xiàn)金支出申請(qǐng)單和

56、供貨商劃帳付款申請(qǐng)的批準(zhǔn)可以在計(jì)算機(jī)中完成provide relevant employees with two-way radios or other communication devices（eg mobile phones）為有需要的員工提供對(duì)講機(jī)或其他聯(lián)系統(tǒng)工具（例如：無線電話）implement a uniform issuing/conveyor system采用唯一一個(gè)制服發(fā)放/運(yùn)輸系統(tǒng)implement in-room check-out from tv system采用電視系統(tǒng)進(jìn)行房?jī)?nèi)結(jié)賬room attendants update their own room status using the telephone dial客房不服務(wù)員使用電話系統(tǒng)更新房間狀態(tài)increase computer literacy of the management personnel so that the