高星级酒店员工手册(55页).doc

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1、-高星级酒店员工手册-第 55 页Employee Handbook员 工 手 册CATALOGUE目录Foreword前言Mission Statement企业宗旨Welcome Message from The General Manager总经理欢迎辞Owning Company Introduction 业主简介CHAPTER 1.Meritus第一章 君华管理公司简介CHAPTER 2.The Meritus experience (our history/our founder) 第二章 我们的历史，我们的创始人CHAPTER 3.General terms and conditi

2、ons of employment第三章 员工聘用条例3.1 Recruitment guideline员工聘用指南3.2 Probation period员工试用期3.3 Working hours, rest days & overtime工作时间、休息日和超时工作3.4 Time card & swipe card考勤卡的使用规定3.5 Attendance员工出勤规定3.6 Staff uniform员工制服3.7 Transfer、Promotion & Demotion调职、晋升及降职3.8 Resignation/Termination/Dismissal辞职/ 辞退/ 解雇3.

3、9 Renewal of employment contract合同续签3.10 Exclusive service and entire time限制兼职工作之规定3.11 Change of personal particulars 个人情况变更说明CHAPTER 4.Employee Benefits第四章员工福利4.1 Duty Meals 免费工作餐4.2 Public Holidays法定节假日4.3 Annual Leave年假4.4 Matrimonial Leave婚假4.5 Maternity Leave产假4.6 Compassionate Leave丧假4.7 Work

4、 Injury工伤4.8 Medical Benefits医疗福利4.9 Leave without pay/Sick Leave事假/病假4.10 Bonus奖金4.11 Awards员工奖励4.12 Training员工培训otel Rules & Regulations第五章酒店各项管理规定5.1 Name Badge员工名牌5.2 Employee ID card员工证5.3 Employee entrance/exit员工通道5.4 Security Vetting员工接受例行安全检查5.5 Time card & daily time sheet员工考勤5.6 Personal v

5、isits员工接待私人来访5.7 Personal calls员工接打私人电话5.8 Smoking员工在酒店内吸烟5.9 Washrooms员工使用客用洗手间5.10 Use of lifts/elevators of guests员工使用客用电梯5.11 Loitering员工不允许在店内闲逛5.12 Lost & Found items失物招领5.13 Theft员工不允许偷窃酒店物品5.14 Eating/Drinking员工不允许在岗上吃东西5.15 Drunkenness/Under influence of alcohol员工不允许在岗上酗酒5.16 Personal pager

6、 & Handphone员工配带私人传呼机或手机5.17 Confidentiality员工必须遵守酒店保密制度5.18 Health & Safety at work员工安全工作5.19 Types of Misconduct员工违纪类别5.20 Structure of Disciplinary action员工纪律处分的结构5.21 Grievance Procedure员工进行申诉的程序CHAPTER 6.Staff Responsibilities第六章员工职责规范6.1 Staff uniform员工制服的保管和使用6.2 Personal hygiene员工个人卫生6.3 Per

7、sonal grooming员工个人仪容仪表6.4 Posture员工个人体态6.5 Attitude员工工作态度6.6 Cleanliness员工工作环境6.7 Punctuality员工守时准则6.8 Efficient and prompt service员工工作效率和服务效率要求CHAPTER 7.Employee Facilities第七章员工设施介绍7.1 Staff dining room员工餐厅7.2 Staff locker & staff locker room员工更衣柜和更衣室 Staff notice board员工布告栏CHAPTER 8.Emergencies-wh

8、at you should do in case of第八章紧急事故处理8.1 Fire火灾8.2 Accidents & Death意外事故与伤亡8.3 Breakdown of lifts/elevators电梯故障Appendix 1 Personal Grooming Standards For Female附录1仪容仪表标准（女）Personal Grooming Standards For Male仪容仪表标准（男）Appendix 2 Employee Handbook acceptance附录2接受员工手册协议FOREWORD前言This Employee Handbook i

9、s designed to give you an overall insight and understanding of working in MERITUS MINGDE SHANGHAI.本员工手册旨在使您对上海铭德君华大酒店有整体的了解，并知晓如何在其中工作。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

10、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.酒店管理层有权对本手册的内容进行修改与调整，任何修改均需得到酒店管理层的审核确认方可生效。今后酒店颁布的任何管理条例有与之相悖之处，均以后者为准。The employee handbook is provide hotel Overvie

11、w, staff recruitment, staff wages and benefits, the staff code of conduct, the hotel various rules and regulations, security and other provisions for hotel employees.本员工手册为上海铭德君华大酒店工作的员工提供有关酒店概况、员工聘用、员工工资福利、员工行为规范、酒店各种规章制度、安全等规定。This manual is not the only source of information on hotels; each emplo

12、yee 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 publ

13、icity staff, our staff should be concerned about and implementation.此手册并非本酒店信息的唯一来源，每位员工都有义务熟悉自己所在部门的规定和条例。此外，酒店有责任根据业务发展需要及时调整员工手册中的有关条文，酒店并会定期张贴在员工布告栏中公示，酒店员工应予关注和执行。MISSION STATEMENT企业宗旨VisionTo become Asians outstanding hospitality brand愿景:成为亚洲卓越的酒店业品牌Core valuesAsian Hospitality核心价值观 （亚洲式殷勤好客之服

14、务）We promise to provide our guests with an experience of Asian grace, warmth & care every time they stay with us我们承诺在每时每刻提供给酒店的客人“亚洲式优雅、热情、关爱”之体验。MISSIONLead the region of Asian hospitality through our Asian grace, warmth and care.使命 （藉着“亚洲式优雅、热情、关爱”将“亚洲式殷勤好客之服务”作为酒店业风向标）The Meritus PromiseLet us ma

15、ke some commitments让我们许下某些承诺吧I Shall ask 我愿意询问I shall appreciate 我心怀感激I shall not ridicule 我不会嘲笑奚落I shall not hold back 我不会踌躇不前WELCOME MESSAGEFROM THE GENERAL MANAGER总经理欢迎辞Welcome to MERITUS MINGDE SHANGHAI 上海铭德君华大酒店欢迎您！Good Morning Ladies and Gentlemen,女士们、先生们，早上好：It gives me great pleasure to be a

16、ble to welcome you today as new members of the Meritus Mingde Shanghai team.今天，非常高兴有这样的一个机会，欢迎在座的各位成为我们铭德君华大酒店的新成员。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 t

17、ogether 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.君华品牌是亚洲的奢华品牌，以提供给商务客人和休闲游客“最优质热情的服务”为荣耀。“君华”一词，源于拉丁文，意指“品质精美”，配以融合了东方哲学和西方雅致尊荣的典雅标志，代表的是君华所提供的亚洲式经典服务以及备受推崇的西方式典雅。Our owning compan

18、y 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.我们的业主方-上海民强投资有限公司（上海民都置业发展公司）在这个酒店工程项目上投资近1亿，足见其对此项目的重视。更不用说，他们将致力于确

19、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.在座各位所加入的铭德君华酒店将会成为闸北区第一家五星级酒店，而

20、闸北区本身也即将以商务中心地区的新姿态吸引许多跨国公司。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 t

21、o 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 do

22、wn 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!我们的酒店拥有288间客房，5处餐饮场所，宽敞的会议及宴会设施，健身中心和水疗馆，3个楼层的行政楼，包括君华会和游泳池。这些设施是吸引客人前来入住的主要

23、原因，然而对于酒店成功更重要和关键的是我们的迎接和送别服务-在客人入住期间所感受到的服务，在他们离店时的送别服务，他们再次入住的跟进服务；这些都取决于酒店最重要的资源-你们，我们的员工。我们的服务承诺是在客人每次入住时亚洲式优雅、热情和关爱。我们不单单承诺提供良好的服务，我们承诺的是能让客人感受到关爱的服务！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 hote

24、l 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 th

25、at 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 Shangh

26、ai.在接下来的数周,你将接受大量的培训，有助于一旦酒店开幕，你能够为我们的客人提供这样的服务水准。对于那些有酒店筹备工作经验的人来说，你就会知道，工作很艰苦，但你也会知道酒店开业是你所有辛勤工作的最好回报。距离酒店开业还有最后的90天，而我们的试营业，则是一个重要和繁忙的时期，在向我们的客人开放之前，确保所有酒店的系统、设备和营运的安装、检查和测试。鼓励你倾听你的主管、经理及部门总监，努力学习和工作-让我们会齐心协力，将铭德君华大酒店打造成上海最好的5星级酒店之一。Again I welcome you to the hotel. I am sure that your experience

27、 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.在此欢迎你们的加入。我相信你的经验对君华将是一个有帮助的，我期待着与你一起工作，使铭德君华大酒店不仅是一个很好的酒店，而是一个关心客人、期待客人再次入住并享受我们“盛情

28、和款待的酒店。General Manager总经理OWNING COMPANY INTRODUCTION业主简介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 In

29、ternational 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 grou

30、p 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.上海民强投资（集团）有限公司由上海民强房地产发展有限

31、公司改组成立。早在1995年公司从事沪上房地产业以来，已先后开发完成和在建的项目有：万荣阳光苑、丽景翠庭、铭德国际广场、铭德君华大酒店等相关项目。上海民强经过十几年的市场历练，紧密结合当地市场发展变化特点,逐步形成了富有自身特色的开发理念和营销思路。随着企业规模的持续发展壮大，集团公司正在形成房地产开发、酒店经营、物业管理、家居用品及建材生产加工的业务链,以期立足市场，拓宽业务空间，为上海的房地产发展贡献绵薄之力。CHAPTER 1第一章INTRODUCTION OF MERITUS君华管理公司简介 MERITUS MINGDE SHANGHAI上海铭德君华大酒店简介INTRODUCTION

32、OF MERITUS 君华管理公司简介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 a

33、nd Care君华酒店管理创立于一九九一年，总部位于新加坡。在每一个君华的酒店和度假村有效传递亚洲式殷情好客之服务，提供给我们客人亚洲式优雅，热情，关心的特别体验 MERITUS HOTELS & RESORTS君华酒店集团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 u

34、nder 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.上海铭德君华大酒店由新加坡君华酒店管理集团管理。品牌名称源自于拉丁文，原意为“品质精神”，承载着君华品牌亚洲式的卓越品质和价值，是东方

35、的传统与西方的现代完美的融合。Meaning and positioning君华集团含义和定位：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“品质精美”。君华为亚洲式豪华酒店品牌。无论商务或休闲，您将深切体验其独特的亚洲殷勤待客之道。

36、The gold silk:金丝绸之带：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. Th

37、e 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.集团象征着贯穿东方文化与贸易交流的信物，丝绸代表着东方情怀和尊贵优雅。君华金丝绸之带意蕴着东方古是情怀、优雅、尊贵及领导地位。MERITUS MINGDE SHANGHAI

38、上海铭德君华大酒店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 conbenient reach of major shopping malls and Shanghai Peoples Square.上海铭德君华大酒店-闸北区最新超豪华国际酒店，傲居人民广场商圈北侧，地处新兴商业中心地带，

39、人民广场及各大购物中心均近在咫尺。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.酒店拥有288间豪华客房，内部装修豪华别致，具有独特的艺术氛围。雅致的水疗中心与室内游泳池可提供您舒展身心，各种预热设施为您商务之余提供了绝佳的休闲平台。铭德君华大酒店晚上了设施设备及贴心周到的服务定能让您旅居在

40、外仍享尽“家”的便捷与舒适。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浦东机场 50 km45 mincar虹桥机场 13 km20 mincar上海展览中心 7 km 10 m

41、incar人民广场 1.5 km3 mincarSPECIAL FEATURES酒店特色26-storey twin-tower building comprising of an office block and guestroom block288 luxurious guestrooms26层双塔型建筑包括办公写字楼和拥有288间典雅客房的超豪华酒店Mingde ballroom equipped with state-of-the-art facilities各种尖端设施配套齐全的铭德大宴会厅4 meeting rooms and 9 function rooms; all fully

42、 equipped with the latest amenities4个会议室和9个多功能厅均配备最先进的会议服务设施Recreational facilities such as indoor swimming pool, spa and fully equipped gym 水疗中心、室内游泳池和设备完善的健身房SPECIAL FEATURES特色餐饮Symphony of Taste at Meritus Mingde presents the first whole-new exciting dining concept of boundless possibilities wher

43、e dining, drinking, chilling out, entertainment and shopping come harmoniously together.享用美肴、品尝佳酿、娱乐消遣及休闲购物，集各种商务、生活、娱乐设施于一体的铭德君华大酒店为您提供绝佳的居住体验，令您的旅居生活更为便捷、和谐、舒适。Adopting the operating philosophies of a symphony orchestra where its many individual components are vital to its ultimate success, Sympho

44、ny 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.我们深知细节决定整体，为所有美食鉴赏家奉上的不仅是味觉上的超凡体验，铭德君华用心设计的餐厅装

45、潢、灯光布局、餐台摆设、菜单及背景音乐等，致力为您打造独特难忘的用餐体验。Set in a vast dining area designed with collapsible walls, another distinctive feature of Symphony of Taste is its versatility in meeting various ambience needs and conceivable dining configurations (breakfast, cosy family style, ala carte or buffet set-up).宽敞的餐厅

46、、高雅的墙饰，每个厅面设计风格均独一无二，满足不同的用餐需求及用餐氛围（快捷早餐、安适的家庭简餐、零点餐肴及自助餐）。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.用餐区汇聚各种中式、西式佳肴及其他特色美肴，用餐区一侧的舞台表演，将让您沉浸于味觉与听觉的双重享受。Ming bar (level