Staff-HandbookCHAPTER-4.doc

CHAPTER FOUR: BEHAVIOR & MORALITY1. GroomingPersonal grooming is very important in the hotel. For guests, the employee reflects the image of the hotel. The guests will watch the staffs behavior. So each staff shall pay more attention to the grooming, and remember these:1) Male staff: hair should be kept short, the temples should not cover ears and collars.2) Female staff: Elegant and discreet make-up is required, long hair must be tied up and the ribbon should be in dark color, like black, dark blue or dark brown. Huge earrings, nail polish in red or dark color are not allowed.3) All employees should not wear jewelry other than a wedding ring or a watch (kitchen staff are not allowed to wear ring while on duty).4) All staff should ensure that the uniform is clean and not crumpled, shoes are polished and name badge is worn.5) Smoking, chewing gum and eating are not allowed in working area.6) Staff should pay attention to their personal hygiene. Take shower every day and keep nails well trimmed.7) Every employee will be issued a hotel ID card. Employees are required to carry it all times when on duty and shall present it to authorized person. When the employee ID card is lost, the holder can apply for a new one immediately and 50 RMB will be charged, and it is free to renew it due to natural damage. Each staff should wear their name badge in the left upper part of the uniform. Human Resources should be informed if name badge gets lost. Name badge should be returned to Human Resources up-on contracts termination.8) Employees are provided with uniform according to their positions. It is the employees responsibility to take good care of the uniform and keep it clean.2. Behavior & MoralityStaffs behavior is reflection of hotels and ourselves standard. Courtesy and discipline are extremely important in creating an enjoyable working circumstance.1) Be punctual when reporting to work, Employees should inform their supervisors or manager immediately if something happens that would delay them from work or cause them to be absent.2) Be polite and kind to the guests, but do not to fraternize with guests.3) Solicitation of tips is prohibited.4) Work areas must be kept quiet. Walkman, musical instruments, personal mobile phone and BP are not allowed to bring into working area, except for jobs need or department heads permission.5) Employees are not permitted to read novels, magazines or newspaper no-job related while on duty.6) Staff should always keep smiling and keep out of any unpleasant smell.7) Employees are not allowed to use guest-use facilities such as elevator, washing-room, telephone, restaurant, etc., unless given permission from the management.8) Relatives are not allowed to visit any employee at any time during working hours on hotel premises.9) Employees should not use hotels telephone for private calls, without prior permission from their department heads incoming private calls will not be put through except for urgent circumstance. In urgent circumstances, the incoming private call will be put through to Human Resources first and then HR will inform the staff or department head concerned.10) The pay phones may be used with hotel staff while resting, i.e. during assigned meal times, or within 30 minutes of starting work or within 30 minutes of finishing work, in case of an emergency. While on duty, staff must first get permission from their department heads. 11) Employees shall be subject to full search with hotels Security personnel or with any other persons as designated with hotel.12) Employees are not allowed to make donations in hotel without prior authorization from the GM.13) Employees must enter and leave hotel through the employees entrance at JiuJiang road. The Security guards are authorized to refuse entry of employees through other entrances.14) Guest-use elevators are provided to the guest and staff should use service elevator only. Disciplinary action will be taken to the employees who take guest-use elevators, unless in need of job requirement or approval from department heads. In order to promote the service-elevators using efficiency and ensure the hotels daily operation be smoothly, employees are not allowed to take elevators if they go upstairs 3 floors and go down stairs 4 floors, unless he/she carries heavy articles. F&B elevator(9#) can only be used for freight delivery15) All employees who operate computers have the responsibility to take all reasonable care of computer equipment. Only business system software that is properly licensed to the hotel can be used in hotels computers. The use of computer games and the use of unlicensed software are strictly prohibited. No employee can replace or alter any hardware platform or software application, nor to modify data in hotels computers unless that employee has specific permission to do so.16) Staff can smoke in specified area in staff canteen and must keep it clean. If any staff smoke in other area, he/she will receive written warning, last waning or immediate termination. 17) It is believed that an off duty employee needs sufficient rest in order to be able to come to work the next day fresh and efficient. Employees are not allowed to be engaged in other business, or accept other employment. The hotel will terminate the employee who acts against the policy.18) All employees are required to take adequate fire precautions, to obey basic safety rules. It is the responsibility of all employees to become familiar with the proper use of all fire alarms, fire-fighting equipment and fire exits.The following steps are to be taken in case of fire:A. Keep calmB. Immediately break the manual alarm unit nearest you.C. Call the operator (for direct lines dial 63515888 and for extension dial 0 or emergency number 999), and report the location and the extent of the fire. Usually an employee can not directly use the outgoing line “119” to call the local fire departmentD. Do not use the lift for evacuation, instead use the stairway located in the corridorE. Close all doors and windows, turn off electrical power, air conditioning, gas supplies and steam valves.3. Working attitude The positive thought of the work, guests, colleagues and supervisors is work attitude. The work attitude plays an essential role on the service standard. So all staff shall be positive to the work. The following is helpfu