洲际集团亚太区酒店总经理酒店筹备作业手册.doc

Hotel Opening Manual InterContinental Hotels Group March 2005 1 GENERAL MANAGER S HOTEL OPENING MANUAL AND CHECKLIST For InterContinental Hotels Group Asia Pacific Region REVISED 6 APRIL 2005 This material is CONFIDENTIAL and is not to be disturbed to unauthorized persons Hotel Opening Manual InterContinental Hotels Group March 2005 2 Contents 1 VISIT OF GENERAL MANAGER TO REGIONAL OFFICE 5 1 1 INTRODUCTION 5 1 2 COORDINATION 5 1 3 ORIENTATION 5 1 4 ITEMS FOR VICE PRESIDENT HOTEL OPENINGS TO ARRANGE BEFORE THE GENERAL MANAGER S ARRIVAL AT REGIONAL OFFICE 5 1 5 MEETING WITH NEW GENERAL MANAGER VICE PRESIDENT IN CHARGE OF HOTEL OPENINGS 7 1 6 MEETING WITH NEW GENERAL MANAGER HUMAN RESOURCES 9 1 7 MEETING WITH NEW GENERAL MANAGER TRAINING 10 1 8 MEETING WITH NEW GENERAL MANAGER FINANCE what constitutes overtime h Bonus policy if applicable end year holiday etc i Staff housing j Staff transportation k Minimum wage guidelines l Minimum working age m Retirement age mandatory n Government non discriminatory regulations or preference rules o Local employment restrictions p Health certification required of some all employees q Clearance by police department required r Accident insurance coverage s Health insurance dental plan t Retirement plan 5 Recommendations on orientation program for employees and separate program for Department Heads Hotel Opening Manual InterContinental Hotels Group March 2005 11 1 7 MEETING WITH NEW GENERAL MANAGER TRAINING 1 Show where the relevant material and templates can be found on I Connect 2 Explain Key Tasks during the Pre Opening and Critical Path a Discuss Financials Pre opening budget Staffing Plan First year Budget b Discuss Staffing matters Organisational Chart Staffing Plan Hiring Dates and Number of Staff Key Executives Possible candidates Approval and coordination c Explanation of Critical Path 3 Discuss following topics as appropriate a Hotel training facilities required rooms films library etc b Regional training assistance available including websites c Government training programs and assistance available d Language training program e Supervisory training f New hire orientation g First aid and safety training programs h Hotel rules and regulations Hotel Opening Manual InterContinental Hotels Group March 2005 12 1 8 MEETING WITH NEW GENERAL MANAGER FINANCE can room maids be used d What are successful programs to minimize late charges on guest departure day e Who is responsible for cleaning guestroom dirty glassware f Successful InterContinental Hotels Group programs to control liquor stock and maintenance of same in mini bar stores 11 VIP Food Inspection program announces or unannounced Certification for opening and after opening program Penalties which can be imposed by health officials 17 Room Service a Room Service Kitchen and table set up area b Order takers office c Possible congestion from room service table set up storage d In room menu and doorknob menu suggestions e Clearing room service trays tables procedure that works Hotel Opening Manual InterContinental Hotels Group March 2005 16 1 10 MEETING WITH NEW GENERAL MANAGER SALES Central Reservation Offices c Indirect Channel Global Distribution System Third Party Interface Wholesaler 12 Relationship Marketing 13 Account Management a Account Definition b Account Profile c Account Planning d Activity Management e File Management f Request For Proposal RFP Express g Corporate Business Travel Agent Rate Loading Hotel Opening Manual InterContinental Hotels Group March 2005 18 14 Business Handling Procedures a Corporate Section b Convention once at the six month period and again three months before the scheduled opening 2 The review to the projected wage rates is meant to ensure that Human Resources information and pay scales are current practical and competitive The General Manager and hotel Human Resources Manager have the responsibility but will 1 The Human Resource Survey comprises of a Quantitative Section i e Excel Based model and a Qualitative Section i e Questionnaire See the end of this chapter 2 Hotel Opening Manual InterContinental Hotels Group March 2005 23 require periodic updates from Regional staff with respect to the wage rates of expatriate staff 3 The Regional Director Human Resources will coordinate with the Vice President Hotel Openings and the General Manager to agree on a meaningful program to provide the most efficient Regional assistance for recruitment and training as may be required by the General Manager 4 Revisions to the Staffing Plan may result in material changes to the Pre Opening Budget Such changes require approval of the Owning Company or whatever legal entity is funding the Pre Opening Budget Unless specifically authorised by the Vice President Hotel Openings the General Manager does not have the authority to revise the total amount in the Pre Opening Budget The Vice President Hotel Openings must authorize each change in the total Pre Opening Budget and has responsibility for coordinating such changes with affected Regional Departments e g Operations Development and Design and Engineering as well as with the Owning Company 2 4 HOTEL HUMAN RESOURCE MANAGER Hiring Schedule 1 The Hotel Human Resources Manager will work with the General Manager to review the Hiring Schedule in accord with the Staffing Plan supplied by the Regional Office 2 The Hiring Schedule is prepared on a department by department basis suitable for later use by each hotel Department Head 3 The General Manager will coordinate with the Vice President Hotel Openings on the schedule for the soft opening as it pertains to the Hiring Schedule In the event of any changes to the Staffing Plan the General Manager will then publish the revised Staffing Plan and copy the Vice President Hotel Openings 4 Department hiring schedules must be realistic with respect to arriving hotel Department Heads who do the actual final staff selection for their own respective departments Arrival schedules for the Department Heads may require modifications of the Hiring Schedule or vice versa 5 The Vice President Hotel Openings will coordinate with affected Corporate Departments throughout the pre opening program to ensure that InterContinental Hotels Group consultants advisors and trainers are adequately briefed to permit timely scheduling of key specialist to accomplish their jobs at the lowest possible cost 2 5 TEMPORARY QUARTERS 1 Timing of the Hiring Schedule may dictate that staff is hired before office space or housing facilities are completed 2 The General Manager will delegate responsibility for contracting required temporary office space off site or temporary housing quarters according to local conditions The Human Resources Manager must keep this requirement in mind and work closely with the General Manager to ensure that arriving staff or consultants are properly accommodated with respect to both office space and housing to ensure efficient use of expensive manpower 3 Temporary training quarters may also be required and this well be a consideration to bear in mind when planning the Hiring Schedule Hotel Opening Manual InterContinental Hotels Group March 2005 24 HUMAN RESOURCE SURVEY Fill in the Project Details Hotel Opening Manual InterContinental Hotels Group March 2005 25 HUMAN RESOURCE SURVEY I WAGE AND SALARY ADMINISTRATION Fill in the Personnel Training indicate as FM in the Housing column Indicate whether live in or live out in staff quarters 1 Staff housing airconditioned 2 Staff housing kitchenettes 3 Staff housing refrigerators C Are expatriate salaries taxable D Any bonuses If so size as a percentage of annual salary 1 Expatriates 2 Department Heads 3 Line Human Resources 4 Any other special payments E Annual salary increments Frequency F Employee pay period Weekly Bi weekly Bi monthly Monthly G Cash payroll required Locals Check What currency H Cash payroll required Expats Check What currency I Any portion of expatriate salary paid in blocked funds What percentage II FRINGE BENEFITS A Is medication by prescription and cost of medicines provided Is this a hotel cost B Medical doctor services free For whom C Do competitive hotels have their own medical department 1 If so how staffed 2 Doctor s salary arrangements and hours 3 If not where are employees sent when they get sick 4 Hospital for on the job accidents a Private health Service b What is provided c Who pays d Insurance available 1 Hotel benefit Average employee annual cost 2 Extent of medical insurance e Any other medical benefits eg Dentist vision annual x ray 5 Maternity and paternity benefits Explain in full D Life insurance Hotel pays Partially paid E Pension plan for Provident Fund Employee participation F Sick Pay Specify G Birth in family Any days off with pay H Death in family Any days off with pay I Any other similar days off with pay J Death of employee by natural causes Any payment to family or estate K Workers compensation Self insured or covered by Insurance Company L Severance pay Detail legally required severance information M Long term disability Who pays N Meals 1 List by Position on the Human Resources Survey the number of meals per shift for live out staff 2 Are meals provided for free If not at what cost 3 Staff meals where are they eaten Type of food expected 4 Department head meals where are they eaten Hotel Opening Manual InterContinental Hotels Group March 2005 34 5 Which staff allowed to eat run of house 6 How many meals refreshment breaks allowed per duty shift a Day workers b Split shift workers c Night Workers 7 Present average employee meal cost annually excluding Dept Heads O Vacation benefits 1 Executives 2 Department heads 3 Staff 4 Expatriates 5 Expatriates home leave 6 Expatriate vacation transportation IIIWORK WEEK AND EMPLOYMENT PRACTICES A List work week by position on the Human Resources Survey for exceptions to the following 1 Hours worked per day Includes or excludes lunch break 2 Days worked per week 3 Hours worked per week B Shift Breaks 1 Paid mid shift breaks for coffee tea 2 Paid lunch break 3 Length of lunch break in minutes 4 Length of mid shift breaks in minutes C Legal requirements or restrictions on employment 1 Age of employee Minimum and Maximum 2 Sexual gender of employee 3 Religious affiliation 4 Marital status 5 Economic status 6 Race 7 Nationality 8 Disability 9 Special working hour restrictions 10 Other D Are split shifts permissable E Legal requirements on duration of employment F Legal requirements on new hire probationary period G Legal or customary restrictions on layoffs 1 Employer notification to employee 2 Termination pay H Legal or customary requirements on dismissals 1 Detail formal procedures Notice required How much time 2 Document dismissal pay formula suspension procedures warnings systems and the like 3 Attach required or desired forms I Overtime 1 Overtime triggers a Hours worked exceeding hours per day Overtime rate b Hours worked exceeding hours per week Overtime rate c Hours worked exceeding hours per week Overtime rate d Weekend Overtime rate Hotel Opening Manual InterContinental Hotels Group March 2005 35 e Holidays Overtime rate f Other Overtime rate 2 Overtime sweeteners holiday work pay overtime plus day off later 3 Can time off be given in lieu of time worked 4 Attach calendar of legal or customary hotel holidays a Are these paid days off b Can time off be given in lieu of overtime pay c If worked and must be paid what premium rate if any J Employee Uniform 1 Food and beverage service staff Provided by the hotel 2 Kitchen staff Provided by the hotel 3 Stewarding staff Provided by the hotel 4 Housekeeping staff Provided by the hotel 5 Maintenance staff Provided by the hotel 6 Rooms Division staff Provided by the hotel IV STAFF HOUSING A Full maintenance employees living in hotel should be noted on the Human Resources Survey B Staff Housing 1 Is staff housing to be provided by the hotel 2 To which employees a Expatriates b Department heads c All Staff d Other 3 Type of housing a Houses villas b Apartment house Private semi private or communal bathrooms c Scattered apartments in the city d Employee village Private semi private or communal bathrooms 4 Room configuration and number of employees per room a Single bedded rooms b Bunk bedded room c Rooms off central hall d Rooms off common lounge e Kitchenette 5 Availability of local housing a Attach local newspaper rental section if available b What are average rentals for the following 1 3 room apartment furnished unfurnished 2 4 room apartment furnished unfurnished c Typical or minimum length of rental or leases d Deposits e Can hotel rent in it s own name f Should hotel consider constructing staff quarters g Location of staff housing h Transportation to hotel i Night security en route to hotel housing VEMPLOYEE TRANSPORTATION A Do existing hotels transport employees or give allowances Hotel Opening Manual InterContinental Hotels Group March 2005 36 B Are bus or train lines convenient to the hotel 1 What are the fares for each ride 2 Do they run 24 hours a day C What is a taxi fare D Does hotel make loans available to employees to purchase transport vehicles VITAXES A Obtain copies of income tax structure local and expatriate and attach B Are cost of rooms or meals added to income for tax purposes C Specify type s of payroll taxes 1 Percentage by management 2 Percentage by employees VII LANGUAGES A What languages required other than concierge B Local staff foreign language availability C Minimum languages for the Concierge D Any special linguists required English Japanese Mandarin etc E Language of local room attendants and housemen VIIIDEPENDANT EDUCATION A Quality of public free education B Language of instruction at public schools C Tuition costs for private schools D Attach reproducible brochures describing schooling system in community including ALL special language schools suitable for inclusion in expatriate recruitment package If appropriate brochures not available provide suitable narrative description of schooling facilities available E Make a serious effort to find the nearest quality school facilities teaching the languages which would reasonably be desirable to the potential department heads and expatriate InterContinental Hotels Group could reasonably recruit if such school systems were available F Determine extent of any required religious education in local schooling system and implication for recruiting IX UNIONS A Specify which unions are active in hospitality industry if any B How active are the unions C Do local hotels negotiate collectively or individually D Local legal requirements regarding membership Compulsory E Get copies of union contracts and union pay scales F What positions count as management and thus are exempt from union membership X PHYSICAL EXAMINATIONS A Are these required as a condition of employment B Which staff positions Hotel Opening Manual InterContinental Hotels Group March 2005 37 C How often D How extensive E Who performs examination F Any charge G Any certification procedure Document the procedures XIREQUIRED EMPLOYMENT DOCUMENTATION A Pre Employee B Health card C Police check or police card D Record of previous employment E Tax records F Other XIIFEMALE EMPLOYEES AND MINORS A Any restrictions or taboos on employing women or minors B Any special benefits C Any security problems relating to late shirt transportation D Any requirements to employ disabled or other groups specify XIIIEXPATRIATE EMPLOYMENT RESTRICTIONS A If work permits required attached detailed procedure B Usual length of contract for expatriates C Any restrictions based on religion D Any restrictions based on race E Any restrictions based on nationality F Any other restrictions pertaining to importing Human Resources G Approximate number of imported Human Resources by job in existing local hotels H Specify document visa procedure for temporary pre opening experts and sister hotel trainers XIVSTAFFING SOURCES A Department HeadsPossible SourcePossible SourcePossible Source 1 Assistant Manager 2 Front Offices Managers 3 Housekeeper and Assistants 4 Chief Engineers 5 Laundry Manager 6 Chef Sous Chef Chefs de Partie B StaffPossible SourcePossible SourcePossible Source 1 Accounting 2 Maids or males room attendants 3 Cooks 4 Dishwashers 5 Cleaners 6 Waiters 7 Commis 8 Captains 9 PBX Operators Hotel Opening Manual InterContinental Hotels Group March 2005 38 C Any jobs required not normally found in InterContinental Hotels Group hotels D If InterContinental Hotels Group were to open a hotel in three years what provisions would have to be made to get a staff together In other words assuming some of the employees from existing local hotels would apply for jobs with InterContinental Hotels Group would InterContinental Hotels Group have to train the majority of the staff in the basics Indicate the potential scope of training that would be required E Will any staff positions require more training than usually provided in a Pre Opening Budget Specify F If at all possible obtain productivity figures from other hotels 1 Room Attendants 2 Food Services 3 Kitchen Production 4 Ware Washing G Are there any hotel schools in the area Specify name of contact 1 What job positions are gradates able to fill 2 How many graduates for each position 3 Would graduates be of international standard or would they require further training Specify scope for required training H Will or does the Government help train Human Resources If so specify contact within Government 1 Training instructors available In what areas 2 What costs if any involved I Ascertain where the majority of national of the country in which hotel is located might be located who are working in hotels restaurants etc XVSERVICE CHARGE Specify the percent added to guest bill or included A Food B Beverage C Rooms D Banquets E Telephone F Laundry G Valet H Paid outs I Other XVIDISTRIBUTION OF SERVICE CHARGE INCOME A Percent if any distributed to employee