雅高集团人资部培训指导手册

1、accor, committed to skills development accor hr china 2004policy and to budget for that. planning accor human resources policy is “one training per employee per year”. annual training plan should cover staff of all levels, be incorporated with the business plan and take into consideration the staffs

2、 competencies and career development. the hotel h.r.d. and/or training manager need to work together with all hods and the hotel gm to define and agree on the hotel mission, training mission, training needs and priorities for the coming year before working on the annual training plan. annual trainin

3、g plan should consist of the following parts: 1.general overview 2.hotel mission statement 3.training mission statement 4.hotel generic training plan i.e. a need to train. objectives: to ensure that hotel training department is actively seeking and analysing training needs in a constant and consiste

4、nt manner. procedure: training needs analysis should take place on a continuous basis. it is important that identified needs are addressed in the annual training plan. training needs can be identified by using the following sources of information: -observation -guests comments / questionnaires -mana

5、gement interviews -records (accidents) -introduction of new technology -department “must have” list -meeting with employees -job descriptions -labour turnover -department goals 2. do training needs grids accor, committed to skills development accor hr china 2004policy or transfer that in your depart

6、ment training plan (tr02.02c) 7.send it to hotel h.r. department and train the staff with “-“ accordingly names1234567total tasks+-0 productivity ratio (%) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 total + - 0 total productivity ratio accor, committed to skills development accor hr china 2004policy or

7、transfer that in your department training plan (tr02.02c) 7.send it to hotel h.r. department and train the staff with “-“ accordingly accor, committed to skills development accor hr china 2004policy asst. hod and above who never worked with (brand) will have to attend at least the first day. see att

8、ached name-list for details. class size: maximum 40pax remarks: all new staff except asst. hod and above should attend this course within first 2 weeks of their employment and pass the test afterwards dd/mm/yy-dd/mm/yy (3 days) training manager, asst. training manager, director of engineering, asst.

9、 h.r.d., chief security hotel training room accor, committed to skills development accor hr china 2004policy therefore each department should have one set of operations manual for departmental trainers use, including: 1.department policy and functionally to the hotel training manager. criteria of de

10、partmental trainer: -warm hearted and helpful person -has outstanding job skills and consult with the respective hod on regular basis for matters relating to training action and/or follow-up. accor, committed to skills development accor hr china 2004policy gives it to training manager at the end of

11、the training for records 2.student trainee (seetr02.07.02), i.e. vocational school student without hotel experience. duration minimum 6 months process hod must inform/ consult with h.r. and obtain approval from gm. hotel h.r. shall contact schools for selection and must have a school agreement. the

12、trainee(s) shall be recommended by the authorised school administrator(s) to undergo practical training, and shall be accepted only upon the written approval of the management team. the hotel training manager should be involved as from the initial stage such as candidate selection and program planni

13、ng. accor, committed to skills development accor hr china 2004policy and the hotel training manager will give a mini orientation to him/her. management trainee should submit a training report to the hotel training manager copied to h.r and gm, describing the achievements, challenges and/or findings

14、with the trained topics and/or in the area. hotel training manager should meet the management trainee on a monthly basis to follow up the process and offer assistance to him/her whenever applicable. h.r. should issue a reference letter to the management trainee if s/he completes the training success

15、fully and to satisfaction of the management. upon successful internship the management trainee can be recommended to sister hotels and hr china. flowchart of management trainee program trainer hotel post advertisement on accorjobs and informs h.r. china h.r. china refers candidates to trainer hotel

16、trainer hotels sign an agreement with management trainee training manager creates records in training history h.r.d of trainer hotel issues a reference letter to the management trainee after his/her successful completion of the internship h.r.d. introduces the management trainee to the management te

17、am; training manager gives mini orientation before s/he starts the program accor, committed to skills development accor hr china 2004policy 与 and (实习生姓名)（以下简称（以下简称“实习生实习生”） accor, committed to skills development accor hr china 2004policy or b) 如果任何一方发生实质性的违反合同的行为并在接到合同另一方发出的违约通知后 15 天内仍不改正，另一方可立即终止合

18、同。如实习生发生严重性的违反合同的行 为，如：失职，不诚实，不服从上级管理，多次脱岗，有损雇主利益或声誉的行为， 严重违反雇主或工作所在地的有关规章制度时，雇主可立即终止合同；或 either party committing a material breach under this agreement and failing to cure such default within 15 days of receiving notice of such breach then the non defaulting party may terminate this agreement immed

19、iately. if such default as misconduct, dishonesty, insubordination, repeated absence from duty, any other conduct prejudicial to the interest or reputation of the employer or serious violation of the employers policy or of laws applicable to the country of the posting, etc., is not capable of being

20、cured, then the non defaulting party may terminate this contract immediately; or c)实习生在任职期间死亡或残疾。雇主应立即将实习生在此以前所有的应得收入支付 给实习生家属或法定继承人；或 death or disability of the trainee. should the trainee die or become disabled, any compensation earned up to such time shall become immediately due and payable by th

21、e employer to the trainees estate or family; or d) 合同期内，双方均可提前壹个月书面通知对方终止合同。如雇主未提前通知而终止 合同，应向实习生支付壹个月的工资作为赔偿。除了住宿（仅指不在饭店住宿的情 况），保险和养老金，其它第六条款下规定的补贴和福利将随合同的终止而自动失 效。住宿和前面提到的保险福利和养老金在上述壹个月通知期满后自动停止；或 either the employer or trainee may without cause terminate this agreement before completion of the ter

22、m by giving one (1) month written notice to the other party. the employer may pay one (1) month salary in lieu of notice. all other benefits under article 6, apart from lodging (only if the trainee is accommodated outside of the hotel), insurance and pension allowance will lapse on the date that ter

23、mination becomes effective, or in the case of payment in lieu of termination on the date that payment is made. lodging, subject to the aforementioned conditions, insurance benefits and pension allowance shall lapse at the end of the one (1) month period. 10. 合同终止效应合同终止效应 effects of termination 合同一旦终

24、止，合同中规定雇主应履行的责任和义务也将立即终止，但条款第十二项 中实习生的责任和义务仍将有效。 upon termination all duties and obligations of the employer under this agreement shall be extinguished and terminated in full. the trainees duties and obligations under article 12 shall survive termination of this agreement. accor, committed to skills

25、 development accor hr china 2004policy the student trainee shall not be entitled to any compensation from the hotel. the trainee is entitled to consult the hotel doctor in case of sickness. accor, committed to skills development accor hr china 2004policy training department records the training inci

26、dent in hotel training history; h.r. hires or recommends student trainee to sister hotels on last day, hod/trainer evaluates student trainee and submit evaluation to h.r. accor, committed to skills development accor hr china 2004policy if not a room available at all time; training room should be -we

27、ll ventilated (no strange smell) -bright -big enough to cater 50 pax -equipped with chairs with folders 2.1 laptop with up-to-date version of windows softwares (preferable with dvd player); 3.1 lcd projector with screen; 4.1 tv with multi-system playback 5.1 video camera with tripod; 6.1 digital cam

28、era; 7.2 whiteboards 8.1 laser pointer 9.1 video cassette player and/or 1 vcd/dvd player 10. 3 flipchart stands and flipchart paper; 11. 1 training notice board 12. 1 color printer accor, committed to skills development accor hr china 2004policy 14. other necessary office equipment however, the cont

29、ent must include data as following: -name of employee -date of hire -position accor, committed to skills development accor hr china 2004policy -english magazines and newspapers; -management theories and hotel job skills both in chinese and english; -foreign languages; -accor corporate culture -depar

30、tmental skills and knowledge relevant; -local culture -hotel information. training manager is responsible for the existence of a training library catalogue and ensures it is updated regularly. accor, committed to skills development accor hr china 2004policy not only in terms of planning, but also of

31、 organizing, conducting and/or even evaluating. innovccor definition innovccor is first and foremost an accor management tool for all staff to propose ideas to the management. accor, committed to skills development accor hr china 2004policy -1 point = rmb 8.00 best ideas will be forwarded and looked

32、 at by the best practice committee and if recognized as best practices, are translated into 7 languages so that can be rolled out through the entire group. role and responsibilities of innovactors / innovactresses training department is usually in charge of innovaccor in the hotel and training manag

33、er and his/her team members are the innovactors/ innovactresses. one desktop is to be installed at accor corner (seetr02.09.02) for that purpose. training manager is in charge of making the pc connected on the internet. the role of the innovactor/innovactress is: -to make sure that all staff in the

34、hotel know about innovaccor with presentation and posters; -to assist everyone in the hotel in regards to innovaccor such as: 1.to register staff in the system and give a “log in” and “password” to them; accor, committed to skills development accor hr china 2004policy 3.explain with samples what is

35、a good idea; 4.explain the rewarding policy and procedures to the staff; 5.in the case that staff cannot access to the pc or not able to do so, training manager and his/her team members are responsible to - issue the innovaccor form to the staff; - explain how to use the form and the boxs whereabout

36、s; - collect the ideas and key in the idea in the system on their behalf; 6.following up the evaluation of the idea; 7.informing regularly the employee concerned; 8.ensures that the best practices of asia are implemented in the hotel, as per information received on a regular basis -to be a link betw

37、een the hotel innovactors follow up and inform staff concerned. innovactor explains the manual approach methods to the staff, issues the innovaccor form and collects the idea; innovactor team assists with recognition party for best idea awarding and forward it for best practice contest innovactor (t

38、raining manager) ensures to inform finance and sees that the very staff receives the cash award on time accor, committed to skills development accor hr china 2004policy -group culture and “esprit” (spirit); -projects; -self-study tools (i.e. “bienvenue chez accor” self-study introduction cd-rom) the

39、 accor corner also makes it possible for the staff to have an e-learning place for language skills at their convenient time. training manager -without barrier and door; -opens 24/24, with a registration system; -easy access, recreation area, must be friendly, warm, comfortable, clean and with good v

40、entilation. set up and decoration of accor corner include: -1 pc connected with speakers and internet access only to some accor sites including ; as well as hotel industry related sites; -posters about accor (succeding together, brand logos meaning, accor card benefits, new hotels opening in the cou

41、ntry, etc.); -plants, newspapers, books, clock, water, chair, display shelves; -e-learning materials about accor and of foreign languages, cd, vcd and dvd with scripts or books. no need to assign one person to attend the accor corner, but training manager should arrange that a log book be there all

42、the time and one h.r. or training person be there once a week to answer questions. accor, committed to skills development accor hr china 2004policy -conduct teambuilding of accor asia certified trainers for accor corporate training programs; -collect feedback from certified trainers about the progra

43、m; -gain and share new training skills. hr asia will inform hotel gm, h.r and training manager of the date, duration, activities 2.conduct teambuilding among accor china human resources and training managers team members; 3.discuss about common concerns training manager proposes the budget with info

44、rmation given to hotel gm hotel gm gets approval from the owning company training manager informs the certified trainer 5.gain and share new tools, resources, technology -exchange training experiences; -report the progress of planned training as in annual training plan; -conduct teambuilding and pro

45、mote interdependence among trainers; -build up communication channel between the trainers and the hotel management; -recognize and/or award outstanding trainers; -share up-to-date information of accor and of training field; -share new technology trainers will meet on a monthly basis. training manage

46、r will inform trainers and their respective hod at least 2 weeks in advance of the time, date -will do a report accor, committed to skills development accor hr china 2004policy uniform airport departure tax; visa fees (if any); 2.airport transfers (origin and destination); 3.accommodation; 4.meals-c

47、anteen at budgeted cost per employee meal or if preferred, restricted outlets at 50% discount on food and soft drinks 5.laundry and dry cleaning at 20% discount or possible better rate 6.telephone at cost 7.gross salary (inclusive of tax) 8.pension contribution 9.insurance (plus additional cover if

48、needed) those items above, paid by the trainer hotel are to be charged back to the trainer hotel. 6)trainees duty upon return to trainee hotel end of training upon return to trainee hotel, the trainee must -gives copy of report to h.r. department and superior; -do a presentation to hotel management

49、and peers; -draw an action plan, which will be followed by his/her superior, hod and training manager; -gives all official receipts to training manager on first day back to work. 7)training administration training manager of the trainee hotel has to record the cross exposure training into training r

50、ecord training manager/h.r. introduces trainee to management team at morning briefing hod of the trainer hotel arranges buddy for the trainee and training manager meets trainee on weekly basis to review progress; trainee fills in tr03.01c form on daily basis with concerned trainer accor asia - 13/05

51、/21 flowchart of cross exposure training (2/2) this section is to be filled in by trainee hotel: date:name of trainee trainee submits a full report to trainer hotel h.r. draws an action plan to direct superior hod hod signs in training passport for course validity training manager collects the signe

52、d questionnaires and records all details into training record world wide hotel project development, and trends in hotel design, operations, and foodservice that transcend national boundaries and can be applied throughout the world. 8. (english) for innovactors and training managers: creativity for i

53、nnovation. for boosting creativity and idea management. linked to many other websites regarding idea generating and management. 9. (english) for gm, h.r., training managers, hods and departmental trainers to find the job description, policy only a few can be free downloaded. (english) for h.r. & tra

54、ining personnel to find useful hotel industry training books & tools (with reasonable payment) and you can also find the training and education opportunities on this website. (english) for individuals e learning: provides internet-based service and sales training to the hotel industry. training mana

55、gers may also find some books for training library. *needs to pay. (english) for e-learning and self training/education accor asia - 13/05/21 (chinese) for h.r. & training managers to know the local and domestic trends, exchange ideas. (chinese) for h.r. & managers self studies and case studies, to

56、know the up to date domestic and overseas management theories and ideas 15. (chinese) for all management to know the domestic trends within the china hotel & tourism industry. 16. http:/ 洪恩在线。英语学习社区。外教讲座。 17.http:/ 18.http:/ 听力网，众多时文，可下载收听，用 realplayer 19.http:/ 部分 voa、bbc、nce 的听力材料。 http:/www.un.or

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