北京诺富特海润酒店员工手册.doc

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1、【精品文档】如有侵权，请联系网站删除，仅供学习与交流北京诺富特海润酒店员工手册.精品文档. 北京诺富特海润酒店员工手册Employee Handbook of Novotel Beijing West目录Foreword 前言Mission Satement 企业宗旨Welcome Message from the General Manager 总经理欢迎辞CHAPTER 1. Accor/AAPC Presentation第一章 雅高集团简介/雅高亚太集团简介NOVOTEL WORLDWIDE诺富特简介NOVOTEL BEIJING WEST北京诺富特海润酒店简介CHAPTER 2.Pro

2、fessionalism at all levels and the Accor values第二章雅高集团饭店管理的全方位职业化表现及雅高品质CHAPTER 3.General terms and conditions of employment第三章北京诺富特海润酒店员工聘用条例WB3.1Recruitment guideline员工聘用指南3.2Probation period 员工试用期3.3Working hours,rest days & overtime 工作时间、休息日和超时工作3.4Basic Salary 基本工资说明3.5Extra month Salary 年终双薪3.

3、6Time card & swipe card 考勤卡的使用规定3.7Attendance 出勤的要求3.8Staff uniform 员工工作服3.9Transfer. promotion & demotion 调岗、晋升和降职3.10Resignation/Termination 辞职/辞退3.11Renewal of employment contract 合同续约3.12Exclusive service and entire time 限制兼职工作之规定3.13Change of personal particulars 个人情况变更说明CHAPTER 4.Employee Bene

4、fits第四章员工福利4.1Duly meals免费工作餐4.2Statutory Holidays 法定节假日4.3The Ladys Day妇女节假4.4Annual Leave 年假4.5Matrimonial Leave 婚假4.6Maternity Leave 产假4.7Compassionate Leave 丧假4.8Home Leave探亲假4.9Public Leave公假4.10Work Injury工伤4.11Medical Benefits 医疗福利4.12Hospitalization Leave 住院4.13Prolonged medical Leave 医疗期4.1

5、4Leave without Pay 事假4.15Year end Bonus 年终奖4.16Incentive 奖金4.17Awards 员工奖励4.18Training 员工培训4.19English Allowance 英语津贴CHAPTER 5.Hotel Rules & Regulations第五章北京诺富特海润酒店员工必须遵守的各项管理规定5.1Name Badge 员工工牌管理规定5.2Employee ID card 员工工作证管理规定5.3Employee entrance & exit 员工通道管理规定5.4Time card & daily time sheet 员工考勤

6、管理规定5.5Personal visit 员工接待私人来访的管理规定5.6Personal calls 员工接打私人电话的管理规定5.7Smoking 员工在店内吸烟的管理规定5.8Washroom 员工使用客用洗手间的管理规定5.9Use of lifts/elevators 员工使用电梯的管理规定5.10Loitering 员工不允许在店内闲逛的管理规定5.11Lost & Found items 失物招领5.12Theft 员工不允许偷窃酒店物品的管理规定5.13Eating/Drinking 员工不允许在岗上吃东西的管理规定5.14Drunkenness/under influenc

7、e of Alcohol 员工不允许在岗上醉酒的管理规定5.15Personal pager & Handphone 员工配带私人传呼机和手机的管理规定5.16Confidentiality 员工必须遵守酒店保密制度的管理规定5.17Health & Safety at work 员工安全工作的管理规定5.18Types of Misconduct 违纪类别5.19Structure of Disciplinary Action 纪律处分的结构5.20General Guidelines 总方针5.21Grievance procedure 员工进行申诉的程序CHAPTER 6.Staff R

8、esponsibility第六章员工职责规范6.1Staff uniform 员工个人工作服的保管和使用6.2Personal hygiene 员工个人卫生规范6.3Personal grooming 员工个人仪表仪容规范6.4Posture 员工个人体态规范6.5Attitude 员工工作态度要求6.6Cleanliness 员工工作环境规范6.7Punctuality 员工守时准则6.8Effcient and prompt service 员工工作效率和服务效率的要求CHAPTER 7.Employee Facilities第七章员工设施介绍7.1Staff dining room 员工

9、餐厅7.2Staff locker & staff locker room 员工更衣柜和更衣室7.3Staff notice board 员工布告栏7.4Staff activity area 员工活动区域CHAPTER 8.Emergencies-what you should do in case of-第八章紧急事故处理一旦遇有紧急事故，您该这样做8.1Fire火灾8.2Accident 意外事故8.3Breakdown of lifts/elevators 电梯故障Appendix Personal Grooming Standard For Male附录 员工个人仪表准则(女)Per

10、sonal Grooming Standard For Female员工个人仪表准则(男)Appendix Employee Handbook acceptance附录 .接受员工手册协议FOREWORD前言This Employee Handbook is designed to give you an overall insight and understanding of working in NOVOTEL BEIJING WEST.本员工手册旨在使您对北京诺富特海润酒店有一个全面的认识和了解。The Management reserves the right to amend any

11、 part contained in this handbook. Any amendment should be reviewed and approved by the hotel Labor Union and the Staff Representative Meeting 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,

12、 the latter will take precedence.北京诺富特海润酒店管理层有权对本手册的内容进行修改与调整，并经酒店工会和职代会审议通过后方能生效实行。今后酒店颁布的任何管理条例有与之相驳之处，均以后者为准。The Chinese version of this handbook will be deemed as the base for implementation, mediation and arbitration.本员工手册以中文文本为今后执行、调解、仲裁的标准和依据。MISSION STATEMENT企业宗旨THE NOVOTEL BEIJING WEST WILL

13、 BE RECOGNISED BY ITS GUESTS LOCALLY, DOMESTICALLY AND INTERNATIONALLY AS FIRST CLASS LUXURY HOTEL AIMED AT THE UPPER END OF THE BUSINESS AND LEISURE TRAVEL MARKET.北京诺富特海润酒店致力于商业和旅游娱乐市场的最高目标，将被当地及国内外客户公认为第一流的豪华酒店。THE HOTEL WILL OFFER UNIQUE AND DISTINCTIVE CHARACTER AND CHARM，WITH STANDARDS OF SERVI

14、CE AND FACILITIES THAT REFLECT A GENEROSITY OF SPIRIT , ELEGANCE AND SOPHISTICATION.酒店将以其独特的品质和魅力，提供标准的服务和设施，反映慷慨、优雅和成熟的精神。THE HOTEL WILL COMBINE THE FRIENDLINESS OF THE CHINESE PEOPLE AND EXPERIENCE OF ACCOR HOTELS TO DELIVER A HIGH AND CONSISTENT SERVICE PROMISES TO ALL GUESTS酒店将中国人民的友好精神与雅高集团的酒店管

15、理经验相结合，为所有宾客提供始终如一的高质量的服务。OUR SALES AND MARKETING TEAM WILL BE COMMITTED TO MAXIMIZING REVENUE WHILST GAINING RESPECT AMONGST COMPETITORS AND THE LOCAL COMMUNITY.我们的销售和市场队伍也将在取得最大利润的同时获得同行和当地社团的尊重。OUR STAFF WILL BE PROUD TO WORK IN AN ENVIRONMENT THAT IS BOTH SUCCESSFUL AND EFFICIENT AND CONDUCTIVE

16、FOR CAREER ADVANCEMENT WITHIN ACCOR HOTELS.我们的员工将以能够在雅高集团酒店富有成就的、高效的并有助于其职业发展的工作环境中任职而骄傲。THE OWNERS WILL BENEFIT FROM OUR COMMITMENT THROUGH AN INCREASING RETURN ON THEIR INVESTMENT.业主的投资将因我们的托管而带来不断增加的回报。THE MANAGEMENT WILL INITIATE PROCEDURES TO ENSURE ENVIRONMENTALLY FRIENDLY PRACTICES ARE UNDERT

17、AKEN TO PRESERVE THE ENVIRONMENT AND SURROUNDS OF BEIJING.我们将在管理中发起环保措施，以确保这些积极措施的落实，保护北京的环境。THE NOVOTEL BEIJING WEST WILL BE POSITIONED AS THE BEST HOTEL 4 STAR IN BEIJINGAND WILL CONSISTENTLY EXCEED CUSTOMER EXPECTATIONS THROUGH A HIGHLY TRAINED AND MOTIVATED TEAM OF EMPLOYEES COMMITTED TO MAXIMIS

18、ING PROFITS AND VALUE FOR THE OWNERS.北京诺富特海润酒店将成为北京最好的酒店，经过高水平培训的积极的员工队伍将不断给客户带来超值服务，并给业主创造最大的效益。WELCOME MESSAGE FROM THE GENERAL MANAGER总经理欢迎辞Welcome to NOVOTEL PEACE HOTEL北京诺富特海润酒店欢迎您!Dear Colleagues.亲爱的各位员工：Welcome to the team of NOVOTEL BEIJING WEST,which is managed by Accor Asia Pacific.欢迎各位加入北

19、京诺富特海润酒店的员工队伍，北京诺富特海润酒店是由雅高亚太集团管理。As an employee of this hotel,you have been selected on the basis of your educational and professional backgrounds,your ability to serve guests in the best manner and your skills to contribute to the success of the hotel and establish its reputation as BEIJING s best

20、 4 STAR accommodation and dining venue.在您被挑选成为酒店的一名成员时，我们对您的教育和职业背景、您对客人的服务能力和态度及您对酒店的成功运营和确立酒店成为北京最完美的酒店而拥有的技能都做了充分的考虑。As an employee of NOVOTEL BEIJING WEST you become part of a worldwide group of over 125,000 employees.That of ACCOR,a French-based company which owns and/or manages some 3300 Hotel

21、s in more than 85 countries.In Asia,Accor is already the largest hotel group in the region with over 140 hotels.雅高是一家总部在法国、在全世界85个国家拥有(或管理)3300多家饭店、聘用超过125，000名员工的世界性饭店管理集团。在亚洲，雅高亚太集团管理着140多家饭店，已成为该区最大的饭店管理集团，作为北京诺富特海润酒店的一名员工，您已成为雅高集团的一名成员。NOVOTEL BEIJING WEST as a quality international deluxe hotel

22、 is committed to promote guest satisfaction by providing the highest level of service.All our guests should be treated as a VIP.Thus,the time they spend at the hotel,with us,should be perfect,successful and such that they will be keen to return.作为一家国际标准的高品质酒店，北京诺富特海润酒店将为客人提供最高水准的服务质量以满足客人的需求。酒店的所有客人

23、都应受到贵宾礼遇。只有这样，他们在酒店与我们一起度过的时光才会是完美的，也只有这样，他们才会乐于再次光临我们的酒店。I trust that you will take your place in our group and settle in to become an active, efficient and productive member of the team.我相信，您在我们的集团中会找到自己的位置并且一定会成为我们这支队伍中有着积极、高效和创造精神的一员。This Employee Handbook has been prepared to help you settle in

24、to a new environment and inform you of the benefits and opportunities available.It also outlines the rules we have developed,in order for us to work well together at NOVOTEL BEIJING WEST,thus achieving our aims from the very beginning.为了使您能够适应工作环境，了解和掌握您在本酒店工作所能得到的各种待遇和发展机遇，更好地为北京诺富特海润酒店努力工作，我们特地为您编

25、写了本员工手册，希望您能充分理解和认识我们的工作目标，认真遵守我们的各项工作规定和条例。GOOD THINKINGGeneral Manager总经理CHAPTER 1第一章INTRODUCTION OF ACCOR SA & ACCOR ASIA PACIFIC (AAPC)雅高集团简介和雅高亚太集团简介INTRODUCTION OF ACCOR SA雅高集团简介NOVOTEL BEIJING WEST is part of the French based Accor Group,the worlds largest hotel,catering,restaurant and touris

26、m corporation employing over 125,000 people in 135 countries.北京诺富特海润酒店是全球最大的酒店、宴会、餐饮和旅游业公司法国雅高集团管理的一部分。雅高集团在135个国家雇佣超过125，000名员工。Accors core business is the management of hotels and it is currently the largest hotel management group in the world operating 3300 hotels (representing 300,000 rooms) wit

27、h a hotel chain in every category of the market from luxury to budget accommodation.雅高的核心业务是饭店管理，现在是世界上最大的饭店管理集团，她以连锁的方式在全球经营3300家酒店(拥有30万间客房)，雅高涵盖了全部的饭店类型，种类从豪华型到经济型。Accors hotel brands include:Sofitel, Novotel, Mercure, Ibis, Motel 6 and Formule 1.雅高的饭店品牌包括：Sofitel, Novotel, Mercure, Ibis, Motel 6

28、 and Formule 1。Originally a hotel company, Accor has diversified its operations into restaurantsand catering,travel agencies,service vouchers and railway passenger accommodation and catering.从一个饭店管理公司开始，雅高已将她的业务领域拓展到餐厅、宴会、旅行社、餐券服务和火车旅客住宿、餐饮等方面。INTRODUCTION OF ACCOR ASIA PACIFIC (AAPC)雅高亚太集团简介The com

29、pany commenced operations in 1988 in Bangkok,with the first hotel in Australia opening three years later in 1991.公司于一九八八年在曼谷开始运作，三年后即一九九一年第一家饭店在澳大利亚开业。Accor Asia Pacific has the exclusive right to use the hotel brand names of the Accor group.They are Sofitel (deluxe),Novotel(first class),Mercure (a

30、multi-tiered mid-market brand),Ibis (economy class) and Formule 1 (budget).雅高亚太集团享有使用雅高集团饭店品牌名称的专利。这些品牌是：Sofitel (豪华型)，Novotel (高级型),Mercure(中级型),Ibis(经济型),Formule 1(普通型)。In little more than seven years, Accor Asia Pacific (AAPC), Accors wholly owned subsidiary in Asia, has established itself as the

31、 largest and most dynamic hotel group in the Asia Pacific region.雅高亚太集团系雅高集团在亚洲全资拥有的子公司，仅在七余年内已成为亚太地区最大的及最有活力的饭店管理集团。Boasting over 140 hotels and over 28,000 hotel rooms,AAPC hotels can now be found in 15 countries in Australia, New Caledonia, China, Korea, Phili- ppines, Indonesia, Sigapore, Malays

32、ia, Thailand, Vietnam, Cambodia, Laos, Myanmar, India and Japan.拥有超过140家饭店和超过28，000间客房，现在雅高亚太集团的饭店在亚太地区的15个国家随处可见澳大利亚、新西兰、新喀里多尼亚、中国、韩国、菲律宾、印度尼西亚、新加坡、马来西亚、泰国、越南、柬埔寨、老挝、缅甸和日本。A further 50 hotels and 12,000 rooms are committed or under construction.with the company on target to increase to some 200 hot

33、els by the end of 2002.Currenly two thirds of AAPCs hotels are in Asia and one third in Australia.In China.公司的目标是在2002年底前吸收已达成意向和另外正在建设中的拥有一万二千间客房的五十家饭店，使集团饭店总数发展到二百家左右。目前雅高亚太集团三分之二的饭店分布在亚洲，另有三分之一在澳大利亚。The rapidly growing portfolio of hotels is complemented by an international sales & marketing and

34、Accor reservations network services.饭店迅速增长的业务量是由一个国际性的销售、市场推广和雅高预订网络服务所带动。INTRODUCTION OF NOVOTEL诺富特简介Novotel, Good Thinking诺富特，最佳选择Novotel, Welcome Home诺富特，欢迎您330 hotels and resorts equaling 52.000 rooms in 54 countries with restaurants open from 6 am to midnight,meeting and conference rooms,swimmi

35、ng pools,car parking.Every day more than 40.000 people around the world choose Novotel for its wide range of location,the staffs warm welcome,atmosphere and decor,free accommodation for up to two children (under 16) sharing their parents room,the reputation of the buffet breakfast,the quality,the co

36、mfort and spaciousness of the rooms,the Accor Card,the Advantage Plus card etcetera分布在54个国家，拥有52000间房间的330家饭店和度假村，从早上600至午夜提供餐饮，各种会议，游泳池，停车场等服务。每天40000多人选择诺富特是由于它的饭店遍及世界各地，服务热情友好，环境舒适，装饰美观，与父母同住的(最多)两位16岁以下儿童可享受免费住宿服务的优惠待遇。信誉极高的自助早餐，高质量，舒适和宽敞的客房，方便的ACCOR卡以及其它各种优惠卡。The Novotel Spirit诺富特精神A warm atmos

37、phere a friendly smile,attentive touches a relaxed bar,we are always at your service伴随着温馨的气氛，友好的微笑，殷切的关怀，轻松的环境，我们随时为您服务。From your arrival to your departure,at Novotel we do our utmost to see that you feel home.在诺富特，从您的光临直到您的离店，我们会尽最大努力使您感到宾至如归。Its a part of our philosophy.这是我们服务理念的一部分。The room:客房Whe

38、ther you are traveling alone or with your family,our rooms decorated in warm colors offer a full 24m2 of living spaceA corridor with closet, large bed,sitting area,color TV,mini bar,AC,and room for comfortable stay.不管您是单独旅游还是同您的家人一起旅游，我们都将为您提供24平方米的装饰温馨舒适的客房(包括带壁橱的走廊、大床、会客区、彩色电视机、小酒巴、空调)。For the bus

39、iness traveler,desk with computer outlet and IDD对于商务旅游者，我们提供带电脑输出端口的电脑桌以及长途电话。The bathroom:浴室Warm and appealing colors for more comfort.Washbasin, bath with shower,large towel.The Novotel bathroom offers the ideal ambience to relax and re-energize.温暖和吸引人的颜色使您更感舒适。面盆，带淋浴的浴室，大毛巾，诺富特的浴室为您提供一个放松和重新恢复体力的

40、环境。The restaurant:餐厅Anytime is the right time for an enjoyable pause.From 600 to 2400To start your day, nothing like a tempting buffet breakfast to awaken your appetite!无论何时都是令您做一个愉快的短暂停留的最好时机。从6002400当您开始新的一天，没有什么能象您品尝美味自助早餐而唤起您的食欲那样，使您一天感到轻松愉快。The Bar酒吧Quiet laughter,soft music,the pleasant sound

41、of tinkling glassat the Novotel bar you can unwind in a warm friendly atmosphere.闲适的笑声，轻柔的音乐，碰杯时的快乐的响声在诺富特酒吧，您可以在温馨友好的环境中放松心情。Meetings:会议室Novotel offers large modular meeting rooms equipped with the latest technology.You can concentrate on your speech while we take care of the rest.诺富特为您提供装备先进科技设备的大

42、型标准会议室。Receptions:招待会Wedding,theme evenings,anniversaries,cocktails parties,Novotel organizes all your receptions to perfections and provides hotel room for everyone.众多的主题晚会，周年庆典，鸡尾酒会，诺富特为您安排所有您所要求的招待会并且为与会者提供饭店房间。INTRODUCTION OF NOVOTEL BEIJING WEST北京诺富特海润酒店简介LOCATION位置Novotel Beijing West will be

43、the first Accor hotel to open in Beijing with brand new standards. Scheduled to open its doors in early 2008, Novotel Beijing West is located in the heart of Beijings “silicon valley” in Zhongguancun and boasts the latest generation of 318 designer rooms, including 228 spaciousduplex LOFTrooms& suit

44、es. Other highlights are the Novotel signature show-kitchen restaurant “The Square”, M3 cocktail bar and a spectacular panoramic indoor pool. Novotel Beijing Wests strategic location is also only a few minutes away from the 2008 Olympic Park and to more than a dozen major Universities, while the sub

45、way station is at the hotels doorstep.北京诺富特海润酒店是法国雅高集团在北京开业的第一家新品牌标准酒店，预定于2008年年初开业，酒店位于北京硅谷核心区域 ”中关村”，拥有318套最新式客房，其中包括228套宽大的复式阁楼型套房。 此外，北京诺富特海润酒店还拥有别具一格的展台式餐厅”The Square”，M3鸡尾酒吧，以及引人入胜的室内游泳池，您可在游泳池里俯瞰酒店全景.2008奥林匹克公园和十几家重点大学分布在酒店四周，您只需花几分钟便可抵达。酒店地处交通便利地带，地铁站就位于酒店正门附近。Destination attractions Beijing

46、 is welcoming in 2008 the XXIX Summer Olympiads.The Forbidden City, The Great Wall, The Summer Palace and much more.周边景点北京即将迎来第29届2008年夏季奥林匹克运动会故宫，长城，颐和园等景点。ManagementNovotel Beijing West is managed by Accor. Accor is the largest and fastest growing hotel group in the Asia Pacific region, with 51 ho

47、tels and 15 175 rooms in China in 26 cities and over 4,000 hotels worldwide. China has presently 11 hotels which are Novotel.酒店管理：北京诺富特海润酒店是由法国雅高集团统一管理的酒店。法国雅高集团是亚太地区最大，发展最快及逐步壮大的酒店集团，雅高集团在中国26个城市已开设51家酒店，共15175套客房，世界各地多有4000多家雅高酒店。中国地区现有11家诺富特酒店。HighlightsKey FeaturesTrend-setting restaurants and barsAll public areas enjoy wireless access to high speed internetAll rooms and suite