嘉盛酒店管理公司sop体系人力资源管理制度和程序(doc 121页)

人力资源管理制度STANDARDOPERATINGPROCEDURESHUMANRESOURCES人力资源部操作程序POLICYNOSUBJECT政策编号主题HR01MANPOWERADMINISTRATION人员预算管理HR02CLASSIFICATIONOFEMPLOYMENT职位分类HR03RECRUITMENTPOLICY招聘政策HR04EMPLOYMENTPROCEDURE入职程序HR05NEWEMPLOYEEORIENTATION入职培训HR06CONFIRMATIONOFPROBATION试用期转正HR07PROMOTIONANDTOISSUEUNIFORMS,LOCKERSTOALLEMPLOYEESONTHECOMMENCEMENTDATE嘉盛酒店政策规定所有新员工在其入职当日，均需由人力资源部向其提供员工工号、工卡、名牌、工作描述、员工手册及合同，同时发放制服及更衣柜钥匙。PROCEDURES程序1ALLNEWEMPLOYEESSHALLBEARRANGEDTOREPORTDUTYTOTHEHUMANRESOURCESDEPARTMENTTOGOTHROUGHTHEFOLLOWINGPROCEDURESBEFORETHEYARESENTTOTHEIRRESPECTIVEDEPARTMENTHEADS所有新员工入职报到当天，应在进入各自部门之前，首先前往人力资源部报到办理以下手续。2IDCARD前厅部员工，市场营销部员工，培训部员工，B2以上级别员工80ANDABOVEALLF餐饮部服务员，商品部员工，营业区域收银员，部门秘书，总经理及驻店经理助理；70ANDABOVEALLHSKPFLOORATTENDANTSANDPASTAFF,ALLSECURITYGUARDS客房楼层服务员及公卫员工，保安员；60ANDABOVEALLOTHERPOSITIONSNOTINCLUDEDABOVE未包括在上述中的职位9THENEOTESTRESULTOFALLNEWEMPLOYEEORIENTATIONWILLBERECORDEDINTHECOMPUTERTRAININGSYSTEMANDTHETESTPAPERSWILLBEFILEDTOTHESTAFFSPERSONALFILEBYHROFFICERONLYAFTERFINISHINGTHETRAININGANDTESTING,ALLNEWEMPLOYEECANATTENDTHEPREJOBTRAININGINTHEIRDEPARTMENTANDTHEGUESTROOMEXPERIENCEARRANGEDBYHUMANRESOURCESDEPARTMENT每位新员工的入职培训考核成绩将输入到培训系统中，试卷将由人事官员存入人事档案。所有新员工在完成入职培训及考核后，方能参加所在部门组织的岗前培训及由人力资源部安排的客房入住体验。ENCLOSED附表NEWEMPLOYEEORIENTATIONSCHEDULE新员工入职培训日程表THEFIRSTDAY第一天900940ICEBREAKER/TEAMWORK破冰/团队精神ORIENTATIONOBJECTIVES培训目的9501005WELCOMESPEECHFROMHOTELMANAGEMENT适当指出他/她工作的各个方面。MADEFULLYAWAREOFWHATWASEXPECTEDOFHIM/HER让其明确知道对他/她的期望。GIVENTHEREQUIREDASSISTANCETOPERFORMHIS/HERDUTIES需要给予帮助才能完成自己的工作。GIVENAREASONABLEPERIODATLEASTAMONTHINWHICHTOADJUSTTHEGAPBETWEENTHEACTUALPERFORMANCEANDTHESTANDARDREQUIREMENTSOFTHEPOSITION给予适当的时间（至少一个月）让员工来调整具体表现与实际工作需要达到的标准之间的差距。COUNSELED,ANDSPECIFICINSTANCEOFPOORPERFORMANCEFULLYEXPLAINEDTOHIM/HER,TOGETHERWITHSUGGESTIONSONHOWTOIMPROVE劝告，并详细列举员工不足的工作表现，并给于充分说明，并且提供改进的建议。WARNEDTHATFAILURETOIMPROVEPERFORMANCETOASATISFACTORYSTANDARDCOULDRESULTINACHANGEOFASSIGNMENTORTERMINATIONOFTHEEMPLOYMENT警告其如果改变工作表现失败，不能达到满意的标准，将终止其雇用合同。24THESUPERVISORMUSTTRYTOASCERTAINTHEREASONSFORTHEPOORPERFORMANCEOFANEMPLOYEEANDBEGENUINEINHIS/HERINTENTIONTOCORRECTANYDEFICIENCIESTHEYSHOULDALSOENSURETHATANYDECISIONTORECOMMENDTERMINATIONOFANEMPLOYEEISNOTBASEDONISOLATEDINSTANCESOFPERFORMANCE,ANDTHATPERSONALFACTORSHAVENOTBEENALLOWEDTOINFLUENCETHEDECISION主管必须力图了解员工表现不好的原因，并深入了解其想法以更正错误。他们也必须明确，开除员工的决定不能只建立在某一条孤立的事例上，而且不能以个人意愿来影响决定。25SHOULDTHEEMPLOYEECONCERNEDWISHTOAPPEALANDMAKEREPRESENTATIONINHIS/HERCASE,HE/SHECANASKTOHAVEAMEETINGWITHHUMANRESOURCESDIRECTOR/PERSONNELMANAGER如果相关员工请求陈述一些自己的事情，他可以要求人事总监或人事经理和他单独开会26INCASESWHEREHUMANRESOURCESDIRECTORANDTHEDEPARTMENTHEADCONCERNEDDIFFERINOPINION,GENERALMANAGERWILLMAKEFINALDECISION在陈述过程中，如果人事总监和相关部门经理持有不同的观点，将由总经理做最终裁决。27THEREASONFORTERMINATIONANDCLEARANCEOFHOTELPROPERTYSHALLBESTATEDINTHELETTEROFTERMINATIONPREPAREDFORTHEEMPLOYEECONCERNED在酒店给相关员工定期发布的信息中，应说明酒店即将到期及处理物品的原因3PERSONNELACTIONFORM人事变动单31THEABOVEFORMSHOULDBEPREPAREDANDSIGNEDBYDEPARTMENTHEAD/SUPERVISORCONCERNEDUPONRECEIPTOFEMPLOYEESRESIGNATIONNOTICE,ORWHENAPPROVINGARECOMMENDATIONFORTERMINATIONTHEFORMSHOULDBEACCOMPANIEDBYTHERESPECTIVERESIGNATIONAPPLICATIONFORMORREPORTDESCRIBINGTHEEVENTSLEADINGTOTHETERMINATIONTHEDIVISIONHEADCONCERNEDWILLSIGNTHEFORMBEFOREFORWARDINGITTOTHEHUMANRESOURCESDEPARTMENT在收到员工的辞职通知，或者建议终止合同后，以上表格由相关的部门经理/主管准备和签署。此表格应和辞职申请单或者建议终止合同的详细事件报告。在提交人力资源部之前，相关的部门总监要签署。32HUMANRESOURCESDIRECTORSHALLREVIEWTHECASEANDDETERMINEWHETHERITISINTHEHOTELSINTERESTTHATTHEEMPLOYEESRESIGNATIONCOULDHAVEBEENAVOIDED人力资源部总监对情况作出评估，确定员工是否还有兴趣留在酒店，避免员工的辞职。33AFTEROUTSTANDINGLEAVEANDLASTWORKING/EFFECTIVEDATEARECONFIRMED,THEHUMANRESOURCESDIRECTORWILLSIGNONTHEFORMANDFORWARDITTOGENERALMANAGERFORAPPROVAL在剩余假期和最后工作日/生效日期得到确认后，人力资源部总监在变动单上签字，并提交给总经理批准。34THECOMPLETEDFORMWILLBERETURNEDTOHUMANRESOURCESOFFICEFORDISTRIBUTIONTOTHEFINANCEDEPARTMENT,THEDEPARTMENTHEADANDTHEEMPLOYEECONCERNED完成的表格要交回人力资源部，在分发给财务部，及相关部门经理和员工。4EXITINTERVIEW离职会谈41ITISTHEPOLICYOFTHEHOTELTHATINCASESOFFORMALRESIGNATION,ALLREASONSFORRESIGNATIONHAVETOBEDOCUMENTEDWITHTHEOBJECTIVETORECTIFYTHEWORKENVIRONMENTANDMAKEARRANGEMENTSFORREDUCINGFUTUREEMPLOYEETURNOVER,ANDSOASTOENHANCEEMPLOYEEMORALE酒店的政策是对于正式的辞职，所有的辞职原因都要存档，有目的的去改变工作环境，以减少今后的人员流动，从而提高员工士气。42THEHUMANRESOURCESDIRECTORORTHEAUTHORIZEDPERSONNELINTHEHUMANRESOURCESOFFICESHOULDADOPTAWARMANDRELAXEDAPPROACHDURINGTHEEXITINTERVIEW人力资源部总监或者人力资源部授权的人员可以采取一种温和、轻松的方式做离职面谈。43ALLINFORMATIONGATHEREDDURINGTHEEXITINTERVIEWSHOULDBERECORDEDONTHEEXITINTERVIEWQUESTIONNAIREANDBEKEPTINSTRICTCONFIDENTIALITY所有会谈后收集所有信息，都要计入离店问卷并严格保密。44THECOMPLETEDQUESTIONNAIRESHOULDBEFORWARDEDTODEPARTMENTHEADCONCERNEDFORCOMMENTSANDACOPYMADETOTHEGENERALMANAGERFORINFORMATION完成后的调查表应交于相关部门经理批注，再将复印件交于总经理知道。45HUMANRESOURCESDEPARTMENTWILLTRACKALLCOMMENTSANDWITHDATABREAKDOWNBYDEPARTMENTS,AQUARTERLYREPORTWILLTHENBEPREPAREDANDPRESENTEDTOGENERALMANGERFORSHOWINGREASONSOFRESIGNATION人力资源部将追踪所有意见，由部门作数据分析，准备季度报告并交给总经理，展示离职原因。5RETURNOFHOTELPROPERTY归还酒店物品51ONTHELASTDAYOFEMPLOYMENT,THEEMPLOYEESHOULDRETURNALLTHEHOTELPROPERTIESACCORDINGTOTHEFORMOFTHEASSOCIATESEPARATIONCHECKLIST在员工的最后工作日，员工要根据员工离店物品清单上的内容归还酒店物品。52THECOMPLETEDASSOCIATESEPARATIONCHECKLISTSHALLBERETURNEDTOTHEHROFFICEWHOWILLINFORMTHEFINANCEDEPARTMENTTORELEASETHEFINALPAYMENTTOTHELEAVINGEMPLOYEE完成的员工离店物品清单要交回人力资源部，人力资源部将通知财务部给辞职员工发放最后一个月工资。STANDARDOPERATINGPROCEDURESSUBJECTSALARYPAYMENTEFFECTIVEDATEOCT01,2003工资支付POLICYNOHR09ISSUEDBYHRDIRECTORPAGE2APPROVEDBYGENERALMANAGERDISTRIBUTIONSENIOREXECUTIVECOMMITTEEDEPARTMENTHEADSAANDONEDAYIFITISFOROTHERRELATIVESGRANDPARENTS,PARENTSINLAW员工直系亲属（配偶、父母、子女、兄弟姐妹）死亡，可享有三天丧假。其他亲属（祖父母、配偶父母）死亡，员工可享受一天丧假。672ACOPYOFTHEDEATHCERTIFICATEHASTOBEATTACHEDWITHALEAVEAPPLICATIONFORMANDSUBMITTEDTOHUMANRESOURCESDEPARTMENT请假申请单须连同死亡证明复印件送至人力资源部。OTHERCATEGORIESOFLEAVESNOTSTATEDINTHECURRENTSTANDARDOPERATINGPROCEDURESOFHUMANRESOURCESDEPARTMENTHAVETOGOINACCORDANCEWITHLOCALLABORLAWS其他未在此文中说明的各类假期将按照当地劳动法规定执行。STANDARDOPERATINGPROCEDURESSUBJECTOVERTIMECOMPENSATIONEFFECTIVEDATEOCT01,2003加班补休POLICYNOHR14ISSUEDBYHRDIRECTORPAGE2APPROVEDBYGENERALMANAGERDISTRIBUTIONSENIOREXECUTIVECOMMITTEEDEPARTMENTHEADSAANDENSURESTHEEMPLOYEESCONCERNEDHAVETHERIGHTTOAPPEALTHROUGHPROPERCHANNELTOTHESENIORMANAGEMENTAGAINSTADECISIONMADEBYTHEIRSUPERVISORS/MANAGERS嘉盛酒店政策规定,员工的直属上级应公正地听取员工申诉并确保如员工不服直属上级的决定,可经由正常渠道向高级管理层反映情况PROCEDURES程序1THEEMPLOYEESHOULDINITIALLYRAISEANDDISCUSSTHEMATTERWITHHIS/HERSUPERVISORANDMAYBEACCOMPANIEDBYAFELLOWEMPLOYEEOFHIS/HEROWNCHOICE员工应首先向其直属主管提出申诉并进行商讨其间可由员工自选一名同事陪同2IFTHEEMPLOYEEISNOTSATISFIEDWITHTHEDECISION,HE/SHECANREQUESTAMEETINGWITHAMEMBEROFMANAGEMENTWHOISMORESENIORTHANTHESUPERVISORWHOHASINITIALLYHEARDTHEGRIEVANCE,ANDTHEEMPLOYEECONCERNEDCANSEEKSOLUTIONUPTHELINETOTHEDEPARTMENTHEADLEVEL如员工不满意其主管的决定,可要求与更高一级管理人员会谈,直至部门经理/总监一级3IFTHEGRIEVANCESTILLCANNOTBESATISFACTORILYSETTLED,THEEMPLOYEEMAYPRESENTHIS/HERCASETOTHEHUMANRESOURCESDIRECTOREITHERVERBALLYORINWRITINGIFHE/SHECHOOSESTOWRITE,HE/SHEMUSTIDENTIFYHIMSELF/HERSELFTOSHOWGOODWILLINSOLVINGTHEPROBLEMGRIEVANCESPRESENTEDTOTHEHUMANRESOURCESDIRECTORWILLBEKEPTINSTRICTCONFIDENTIALITY如若仍不满意,员工可以口头或书面形式向人力资源总监说明情况如选择书面形式,员工须在文件上签字以示解决问题的诚意人力资源总监收到的申诉将严格保密4THEHUMANRESOURCESDIRECTORWILLINTERVIEWALLCONCERNEDPARTIESANDINVESTIGATETHECASEUPONRECEIPTOFTHEGRIEVANCES,SOASTOCONCLUDEAREPLYWITHINFOURTEENDAYS在收到投诉后,人力资源总监将与相关各方面谈,以便在十四天内做出答复5INSITUATIONSTHATTHEGRIEVANCESCANNOTBESETTLEDBYTHEHUMANRESOURCESDIRECTOR,HE/SHEMAYREFERTHECASETOTHEEXECUTIVECOMMITTEEMEMBERCONCERNEDAND/ORTHEGENERALMANAGERWHOWILLMAKEFINALDECISIONATTHEPROPERTYLEVELTHEHUMANRESOURCESDIRECTORWILLDELIVERTHESAIDDECISION,ANDEXPLAINGENUINELYANDFRANKLYTOTHEEMPLOYEECONCERNED如人力资源总监仍不能解决问题,可将问题提交行政委员会相关成员或总经理,以便代表酒店作出最后裁决由力资源总监将酒店决定如实反馈相关员工6EMPLOYEEWHOISNOTSATISFIEDWITHTHEDECISIONMADEBYTHEGENERALMANAGER,HE/SHECANWRITEORCALLTOGOODWININTERNATIONALCHINATOEXPRESSTHEIRDISSATISFACTIONORCONCERNUPONRECEIPTOFTHELETTERORCALL,GOODWININTERNATIONALCHINAWILLTAKEUPTHECASEANDSTARTANOTHERINVESTIGATIONTHEEMPLOYEEWILLBEINFORMEDOFTHEOUTCOMEAFTERTHETHOROUGHINVESTIGATIONISCOMPLETED如员工不满意总经理的决定,可致函或致电嘉盛中国区总部申诉。总部接到投诉后将进行另一次调查。调查结束后，员工将被告知调查结果。7IFEMPLOYEEISNOTHAPPYWITHTHEIREMPLOYMENTORDISCIPLINARYACTION,THEYMAYGOTHROUGHTHEABOVEPROCEDURESIFNOT,HE/SHEWILLBEGIVENTHEWRITTENWARNING如员工不满意其工作或纪律处分，可通过以上程序申诉。如违反该程序，将给予书面警告。STANDARDOPERATINGPROCEDURESSUBJECTDISCIPLINARYPROCEDURESEFFECTIVEDATEOCT01,2003纪律处分POLICYNOHR18ISSUEDBYHRDIRECTORPAGE3APPROVEDBYGENERALMANAGERDISTRIBUTIONEXECUTIVECOMMITTEEDEPARTMENTHEADSA帮助在酒店员工中建立学习的氛围。TOOFFERHOTELASSOCIATESAPLACEOFENTERTAINMENTINAPOSITIVEANDSUBSTANTIALMANNER为酒店员工积极、充实的娱乐活动提供场地。POLICYSTATEMENT政策说明ALLTHEHOTELASSOCIATESAREENCOURAGEDTOPARTICIPATEINTHEACTIVITIESHELDBYTHEHOTELTRAININGCLUBTOENLARGETHEIRPROFESSIONALKNOWLEDGEASWELLASSELFENTERTAINING鼓励所有酒店员工参加由酒店培训俱乐部组织的各项活动，既扩大了专业知识又丰富了业余生活。PROCEDURES程序1THETRAININGOFFICETOORGANIZEANASSOCIATESENGLISHCORNERFORFREETALKPRACTICEONCEAMONTH培训部将每月为员工组织一次自由对话联系的英语角。2THEPARTICIPANTSAREANYHOTELASSOCIATESWHOAREINTERESTEDINTHEACTIVITY,CERTAINNATIVESPEAKERSOFENGLISHINVITEDBYTRAININGOFFICEBESIDEHOTELMANAGEMENTSTAFF任何对活动感兴趣的员工都可以参加。除了酒店管理层员工外，培训部还将邀请某些母语为英语的人士参加活动。3THEVENUECOULDBEONEOFTHETRAININGROOMSWITHSPECIALDECORATIONANDSETUP,PUBLICPARKSOUTSIDEORANYOTHERPLACESSUITABLEFORTHEACTIVITIES地点将选择一个进行特别装饰和布置的培训教室中，户外公园，或者其它适合活动的场地。4THEENGLISHCORNERCOULDTAKEVARIOUSFORMATINCLUDINGSIMPLECOCKTAILPARTYWITHASPECIFICTHEME,EXPERTSPEECHBESIDEGROUPDISCUSSIONSONSELECTEDTOPICS,COMPETITIVEGAMESRELATEDTOENGLISHLEARNING,SHOWTIMEOFENGLISHSHORTPLAYACTEDBYHOTELSTAFF,ETC英语角会采取各种形式，包括具体主题的鸡尾酒会，精选题目的专家演讲，与英语学习有关的竞赛游戏，由酒店员工自编自演的英语短剧表演等等。5SETUPTHESTOREROOMINSIDETRAININGROOM1ASANASSOCIATESLIBRARYCOLLECTINGTHEJUDGESFORTHEADVANCEDTESTAREDEPARTMENTALMANAGER/DIRECTOR,TRAININGMANAGER/DIRECTOROFHUMANRESOURCESANDTHENATIVESPEAKERSOFLANGUAGE考试级别分为初级、中级和高级。初级、中级主考官为部门经理/总监、培训经理/人力资源总监，高级主考官为部门经理/总监、培训经理/人力资源总监及母语为英语之人士。（4）THEELEMENTARYTESTWILLTAKETHEFORMOFORALTESTONLYWHILETHEOTHERTWOLEVELSWILLCONSISTOFBOTHFORMSOFORALANDWRITTEN除初级考试只限口语考试外，其余均采取先口试，后笔试的方法。THERATIOTHATORALTESTANDWRITTENTESTOCCUPYSEPARATELYINTHETOTALSCOREISINTERMEDIATELEVELORALTESTIS75,WRITTENTESTIS25ADVANCEDLEVELORALTESTIS65,WRITTENTESTIS35口试、笔试所占总分比例为中级口试占75，笔试占25高级口试占65，笔试占35（2）ONLYTHOSEWHOHAVEPASSEDTHEORALTESTAREALLOWEDTOPARTICIPATEINTHEWRITTENTESTTHOSEWITHTHEORALTESTSCOREUNDER60WILLBEREGARDEDFAILUREOFTHELANGUAGETESTTHUS,ARENOTENTITLEDTOTHEWRITTENTEST口试合格后方有资格参加笔试，如果口试成绩低于60分则视为考试不合格，没有参加笔试的资格。（3）THOSEWHOSETOTALSCOREWHICHISTHESUMUPOFBOTHSCORESOFORALANDWRITTENTESTISNOLESSTHAN60WILLBECERTIFIEDASPASSINGTHELANGUAGETEST口试、笔试得分相加总分在60分以上者（包括60分），视为通过考试。2LANGUAGETESTPROCESS语言考试进程（1）ISSUEOUTMEMO,PASTEPOSTER2WEEKSAHEADTOMOTIVATEHOTELSTAFFTOREGISTERFORPARTICIPATION提前2周发通知、张贴海报，鼓励员工报名参加。（2）FINALIZETHETIMESCHEDULEOFORALTESTTOGETHERWITHCONCERNEDDEPARTMENTSANDINFORMTHESTAFFOFITWELLINADVANCE根据员工报名情况与部门商定口试时间并提前通知员工。（3）CONDUCTTHEORALTESTASSCHEDULEDANDINFORMTHESTAFFOFTHERESULTINTIME按计划安排员工口试并及时通告结果。（4）SCHEDULETHEWRITTENTESTANDINFORMTHECONCERNEDSTAFFOFTHETIMEANDVENUEINADVANCECONDUCTTHETESTASSCHEDULED安排笔试并提前通知员工考试时间、地点,并按计划进行考试。（5）FIGUREOUTTHEOVERALLTESTRESULTANDISSUEOUTTHERELEVANTMEMOINTIME及时统计出考试结果并发通知。3FORTHOSEWHOHAVEPASSEDTHETEST,THEHOTELWILLISSUETHEMTHELANGUAGEALLOWANCEOFRELEVANTLEVELTOGETHERWITHTHEIRMONTHLYSALARY通过语言考试的员工，酒店每月在其工资中发放相应的语言津贴（1）AFTERPASSINGTHELANGUAGETEST,THESTAFFWILLENJOYTHERELEVANTLANGUAGEALLOWANCEFROMTHEFOLLOWINGMONTH员工通过语言考试后，即从次月起享受相应的语言津贴。（2）FORTHOSESTAFFPASSINGTHEELEMENTARYLEVELTEST,THELANGUAGEALLOWANCEISRMB1500/MONTHFORTHESCOREBETWEEN6080WHILETHATFORTHESCOREBETWEEN81100ISRMB3000/MONTH通过初级考试的员工，成绩在6080分的，每月可享受15元人民币的语言津贴，成绩在81100分的，每月可享受30元人民币的语言津贴。（3）FORTHOSESTAFFPASSINGTHEINTERMEDIATELEVELTEST,THELANGUAGEALLOWANCEISRMB4500/MONTHFORTHESCOREBETWEEN6080WHILETHATFORTHESCOREBETWEEN81100ISRMB6000/MONTH通过中级考试的员工，成绩在6080分的，每月可享受45元人民币的语言津贴，成绩在81100分的，每月可享受60元人民币的语言津贴。（4）FORTHOSESTAFFPASSINGTHEADVANCEDLEVELTEST,THELANGUAGEALLOWANCEISRMB8000/MONTH通过高级考试的员工每月可享受80元人民币的语言津贴。（5）IFTHESTAFFPASSTHEENGLISHTESTANDJAPANESETEST,CANGAINTHEDOUBLELANGUAGEALLOWANCES如员工既通过英语考试又通过日语考试，则享受到双份语言津贴。（6）THESTAFFINPROBATIONPERIODCANALSOENJOYTHELANGUAGEALLOWANCEIFPASSINGTHETEST试用期内的员工也同样通过参加考试，享受相应的语言津贴。4LANGUAGETESTREVIEW语言考试复查（1）DURINGEACHQUARTER,THEHUMANRESOURCESWILLRECHECKONTHEHOTELSTAFFSENGLISHPROFICIENCYRANDOMLYINTWOYEARSTIME,ALLTHOSESTAFFWHOAREENJOYINGTHELANGUAGEALLOWANCEWILLBERECHECKEDATLEASTONCE每季度根据实际情况随机抽查员工的语言程度。在两年内所有领取语言津贴的员工均会被抽查。（2）IFTHESTAFFCANNOTPASSTHEREEXAMINATION,THEHOTELWILLDEDUCTORCANCELHIS/HERLANGUAGEALLOWANCEACCORDINGTOTHEACTUALRESULTOFTHEREEXAMINATION不能通过复查的员工,酒店将根据考试情况予以降级领取语言津贴或取消语言津贴的处理。5OTHERRELATEDISSUES其它相关事项（1）FORTHOSESTAFFINFRONTOFHOUSEFRONTOFFICE,F初级餐厅服务员、酒吧服务员及调酒师、行李员；INTERMEDIATELEVELDEPARTMENTALSECRETARY,FRONTDESKRECEPTIONIST,CHIEFCONCIERGE,SERVICECENTERSTAFF,GUESTSERVICEMANAGER,RESERVATIONIST,SALESMANAGER,SALESEXECUTIVE中级部门秘书、前台接待员、礼宾部经理、服务中心文员、宾客关系经理、预定员、销售经理，销售代表；ADVANCEDLEVELEXECUTIVEASSISTANT,TRAININGASSISTANT,TRAINER高级行政助理、培训助理、培训师（3）PASSINGLANGUAGETESTISONEOFTHENECESSARYCONSIDERATIONSFORASTAFFTOBEPROMOTED外语考试的通过情况是员工提升时的必要考核条件之一。STANDARDOPERATINGPROCEDURESSUBJECTMONTHLYTRAININGPLANEFFECTIVEDATEJAN01,2004月度培训计划POLICYNOHR29ISSUEDBYHRDIRECTORPAGE3APPROVEDBYGENERALMANAGERDISTRIBUTIONEXECUTIVECOMMITTEEDEPARTMENTHEADSACONCIERGECLUBFLOORGSM房务部前厅部SERVICECENTERBUSINESSCENTER前台接待；礼宾部；行政楼层；宾客服务经理；服务中心；商务中心；HOUSEKEEPINGFLOORPUBLICAREALAUNDRYUNIFORM管家部楼层；公共区域；洗衣房；布草及制服房；FLOBBYLOUNGEROOMSERVICEWESTERNKITCHENPASTRYBANQUETSTEWARDING餐饮部咖啡厅；大堂酒吧；送餐服务；西厨房；饼房；宴会厅；管事部；SPUBLICRELATIONSRESERVATION营销部销售员；公关部；预定部；ACCOUNTINGACCOUNTINGOFFICECASHIERCOSTCONTROL财务部财务办公室；收银员；成本控制；EDP电脑部PURCHASING采购部ENGINEERINGELECTRICITYCOMMUNICATIONFURNISHING工程部BOILER/PLUMBER/AIRCON强电；弱电；装饰；锅炉、管道及空调；HUMANRESOURCESHROFFICESTAFFCANTEEN人力资源部办公室；员工餐厅；SECURITY保安部PROCEDURES程序1ALLDEPARTMENTMANAGERSSHOULDMAKETHENEXTMONTHTRAININGPLANINTHEMIDDLEOFEACHMONTHTHESAMPLEFORMISATTACHEDTHEPLANSHOULDFOCUSONTHEFOLLOWING7AREASTOBEEFFECTIVEANDCOMPREHENSIVE每月中旬各部门经理制订下月部门培训计划（样表附后）。所有培训计划均应注重以下七个方面从而达到有效及全面AONJOBKNOWLEDGEANDSKILLTRAINING工作知识及技能BHOTELKNOWLEDGEANDFACILITYINFORMATION酒店产品及设施信息CHOTELSERVICEAWARENESS酒店业服务意识DOCCUPATIONALSAFETYTRAININGTOPREVENTTHEACCIDENTFROMHAPPENING为预防事故发生的工作安全培训ESELLINGSKILLSFOROPERATIONALDEPARTMENTS营运部门的销售技巧FMULTISKILLEDSTAFFDEVELOPMENT发展多技能员工GCROSSCULTURALAWARENESS地域文化差异的认识2THEDEPARTMENTMANAGER/SECTIONSUPERVISORSUBMITSTHEMONTHLYDEPARTMENTALTRAININGPLANTOTHECONCERNEDDIVISIONHEADFORHIS/HERAPPROVALANDSIGNATURE部门经理/主管将制定好的部门月度培训计划表交部门总监/经理，由部门总监/经理审核后签字。3EVERYDEPARTMENTSHOULDSUBMITTHEIRMONTHLYDEPARTMENTALTRAININGPLANOFTHEFOLLOWINGMONTHTOTHETRAININGDEPARTMENTBYTHE20THOFEACHMONTH各部门秘书在每月20号前将本部门次月的部门月度培训计划表报至培训部。4THETRAININGMANAGERLOOKSTHROUGHTHETRAININGPLANOFEVERYDEPARTMENTANDCOMMUNICATESWITHRELATEDDEPARTMENTHEADSINCASEOFANYADJUSTMENTNEEDED培训经理审核各部门培训计划,并与有关部门经理沟通进行必要的调整5THETRAININGASSISTANTWILLFILETHEHARDCOPYOFALLTHEFINALIZEDTRAININGPLANSFORFUTUREREFERENCE培训助理将所有确认的培训计划存档以备查阅。6EACHMONTH,THETRAININGMANAGERORASSIGNEDTRAININGASSISTANTDOCLASSOBSERVATIONSINRANDOMACCORDINGTOTHETRAININGPLANSCHEDULEOFEVERYDEPARTMENT每月培训经理或委派的培训师根据培训计划的日程安排对每个部门的培训进行抽查。7IFTHEREISANYCHANGEREGARDINGTHEIMPLEMENTATIONOFTHETRAININGPLAN,THECONCERNEDDEPARTMENTSHOULDINFORMTHETRAININGOFFICEATLEASTONEDAYINADVANCE各部门计划中的培训如有任何变化，须至少提前一天通知培训经理。DEPARTMENTALMONTHLYTRAININGPLAN部门月度培训计划MONTH月_DEPARTMENT部门_SECTION分部门_序号NO题目TOPIC日期DATE用时TIMENEEDED培训师TRAINER受训人TRAINEE备注REMARK123456789101112131415161718_制订人部门经理/总监签字/日期PREPAREDBYDEPTHEAD/DIVISIONSSIGNATURE/DATESTANDARDOPERATINGPROCEDURESSUBJECTLOCALSTAFFBENEFITSCHARTEFFECTIVEDATEOCT01,2003本地员工福利表POLICYNOHR30ISSUEDBYHRDIRECTORPAGE1APPROVEDBYGENERALMANAGERDISTRIBUTIONSENIOREXECUTIVECOMMITTEEDEPARTMENTHEADSA具备工作岗位要求的外语水平HAVEGOODATTENDANCERECORD具有良好的出勤记录HAVEGOODGROOMINGANDPROFESSIONALAPPEARANCE拥有良好的仪容仪表HAVEPOSITIVEATTITUDETOWARDSJOB工作态度端正、认真；ENTHUSIASTICTOWARDSOWNJOBANDHAVEENTERPRISE热爱本职工作，有上进心4HUMANRESOURCESSECRETARYHANDSOVERTHECROSSTRAININGFORMWHICHISSIGNEDBYHUMANRESOURCESDIRECTORTOTHEHOSTINGDEPARTMENT,ANDTHECONCERNEDDEPARTMENTHEADSIGNSTHEDEPARTMENTALOPINIONSONTHEFORM人力资源总监签署后的交叉培训申请表由秘书送交负责培训的部门，由部门经理/总监签署本部意见。5THECROSSTRAININGFORMWHICHISSIGNEDBYTHEDIRECTOROFTHEHOSTINGDEPARTMENTWILLBESUBMITTEDTOTHEDIRECTOROFHUMANRESOURCESFORHIS/HERFINALAPPROVALANDRETURNEDTOTHESENDINGDEPARTMENT由接受部门总监签署后的交叉培训申请表送回人力资源部，由人力资源总监签署最终意见，回复申请部门。6IFTHECROSSTRAININGPLANISAPPROVED,THETRAININGMANAGERWILLTAKETHERESPONSIBILITYOFCOORDINATINGTHROUGHWHOLETRAINING如申请部门的交叉培训获得批准，由培训经理负责沟通整个培训。7TRAININGMANAGERTALKSWITHRELATEDDEPARTMENTABOUTTHECROSSTRAININGANDASSISTSTOMAKETRAININGPLANANDAGENDATOENSURETHEFEASIBILITYOFTRAININGPLAN,THETIMETABLESHOULDBEFITFORDEPARTMENTALWORKINGANDASSOCIATES培训经理与有关部门商讨交叉培训事宜，协助培训部门制订培训计划及培训日程表，并确保计划的可行性，其时间安排适合于部门营运及员工本人。8THEFINALCROSSTRAININGPLANANDAGENDAWILLBECARRIEDOUTAFTERCHECKEDBYTRAININGMANAGER,INCLUDES最后的交叉培训计划及日程安排由培训经理审核后执行，内容包括CROSSTRAININGTIMEUSUALLYBEARRANGEDINTHELOWSEASON交叉培训时间通常安排在淡季CROSSTRAININGPOSITIONSHOULDBECARRIEDOUTBETWEENTHESAMELEVEL,ORBASEDONTHEOPERATIONREQUIREMENT交叉培训岗位应在同级别岗位上进行，或根据酒店的运作要求安排培训岗位。THESUBJECTANDCONTENTOFCROSSTRAININGSHOULDBEFITFORDEPARTMENTALTRAININGREQUIREMENTANDBEINFAVOROFSTAFFDEVELOPMENT交叉培训题目、内容需符合部门的培训需求并有利于员工本人发展。9THETRAINERWHOISASSIGNEDBYTHEDEPARTMENTSHOULDBERATIFIEDBYTRAININGMANAGER负责培训的部门指派的培训师应获得培训经理的认可。10HUMANRESOURCESDEPTWILLFILLINTHEUNIFORMCHANGINGFORMANDARRANGESTHEMTOCHANGETHEUNIFORMFORCROSSTRAINING人力资源部填写制服更换单，安排参加交叉培训的员工更换到交叉部门培训所需的工服。11TRAININGMANAGERINTRODUCESTHEDEPARTMENTFUNCTION,DEPARTMENTHEADANDTRAINERTOTHESTAFF培训经理向参加交叉培训的员工介绍所去培训的部门情况及负责培训的部门