Analyze the hotel employee handbook.

Article Type: Hotel Hotel Zone Article Date: June 2005-1713:18:13 Click on the article: 2692.

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The employee handbook is designed to let you know your responsibilities, interests and obligations. As a guide to my behavior during my work in our store. This is not only the necessary rules and regulations of modern hotel management, but also your vital interests. Therefore, I hope all employees have the responsibility and obligation to maintain its dignity and ensure its implementation.

I. Employment of employees

According to the relevant regulations of the national labor department, hotels openly recruit employees for the society. According to the post requirements and the results of physical examination and political examination, we will conduct comprehensive assessment and select the best candidates. New employees must pass pre-job training and take up their posts after passing the examination, with a probation period of three months; After the probation period expires, the hotel can decide whether to formally hire employees and sign labor contracts according to their work performance.

All employees are contract employees, and the labor relationship with the hotel is determined by signing a labor contract. Employees who need to renew the contract must apply to the hotel one month before the expiration of the labor contract, which will be negotiated by both parties.

When the contract expires, it will naturally terminate, and the labor relationship between the hotel and the employees will automatically terminate. If an employee wants to resign, he must submit a written resignation to the hotel one month in advance, which will take effect after approval, and pay liquidated damages to the hotel according to the contract.

Employees who leave the unit during the contract period shall follow all contracts and agreements. When employees leave the hotel, they must check out according to the hotel regulations and return all the items issued by the hotel. You can leave the hotel only after the relevant departments sign and approve. If the surplus staff due to the change of hotel operating conditions cannot be arranged internally, it shall be implemented according to the relevant regulations of the labor department.

Second, employee attendance.

(1) Attendance

1. All employees are not allowed to be late and leave early, and they should clock in during working hours. No employee shall allow others to punch in or punch in for others. If the attendance card is wrong, damaged or lost, it must be reported to the administrator immediately, and it is not allowed to be altered or changed at will.

In addition to punching in and out of work according to regulations, employees should also sign in and sign out of their posts, and leave and return to their posts in class.

2. Employees shall not leave their posts without leave before rest or work. If they have something to leave during working hours, they must ask the leader for instructions and get approval before leaving.

(2) Sick leave

1. Employees who ask for sick leave must apply to their departments (except emergency) with the certificate from our outpatient department or specialized hospital, and can take leave only after approval. Managers above the department manager level need the approval of the general manager to ask for sick leave. If an employee can't go to work due to an emergency, his relatives should call the department within 4 hours and go through the formalities of asking for leave with an emergency certificate within 8 hours after he resumes work.

2. Please fill in the leave slip in advance, indicate the reason and time of leave, and take leave only after the approval of relevant leaders.

Third, employee life.

(1) staff accommodation

Employees who live in the hotel's single dormitory should obey the arrangement of the hotel and are not allowed to change rooms or beds without authorization. Dormitory should use all the items uniformly equipped by the hotel. Keep the bed clean and tidy. Don't occupy the empty bed or use the articles on the empty bed. Accommodation staff must obey management and take good care of all kinds of facilities and articles in the dormitory. You are not allowed to stay in the dormitory during office hours. No outsiders are allowed to stay overnight. Employees staying outside the store are not allowed to enter the dormitory without approval.

Hotel facilities and guest articles are not allowed to be moved (brought) into the dormitory, and alcohol and tobacco are not allowed to be brought into the dormitory. Keep the room clean and sanitary, and don't hang clothes on the wall or window. Save energy, no ever-burning lamps, no running water. Electric stoves, electric mattresses and other electrical appliances are not allowed in the dormitory. Flammable, explosive, toxic, perishable food and small animals are not allowed in the dormitory. Employees are not allowed to visit each other's dormitories after 10:00 in the evening. Don't make noise, drink, smoke, play cards, fight or do anything that affects others' rest in the dormitory at any time.

(2) Staff canteen

Employees should eat in the staff canteen at the specified time, obey the management, consciously abide by the regulations of the staff canteen, and swipe their cards in order to eat; The meal card is for personal use only and cannot be transferred. Food and tableware shall not be taken out of the staff canteen without permission. Keep the restaurant clean when eating, wash the tableware consciously after eating, and take care of the restaurant facilities. Don't eat or drink in the restaurant without permission. It is not allowed to waste food, food and supplies. Don't make any noise and have fun.

(3) Employees' entertainment and reading

Abide by the management regulations of recreation room and reading room, obey the management, keep indoor sanitation, and do not allow tooling to enter the recreation room and reading room without making any noise. The reading room should be quiet. Take good care of all kinds of entertainment facilities, and don't take any entertainment supplies and books out of the room without permission.

(4) Staff infirmary

Consciously abide by the medical rules of the infirmary. If you meet a guest, please ask him to see a doctor first and follow the doctor's advice. The infirmary should be quiet and clean, and take good care of its equipment and facilities.

(5) Staff shuttle bus

Employees should obey the management when taking the shuttle bus, arrive at the station (station) ten minutes before the departure as required, and get on the bus in order.

Employees should be polite when taking the shuttle bus, respect the elderly, help the weak, and not compete for seats.

Employees are not allowed to make noise, fight or talk to the driver in the carriage. Don't stick any part of your body out of the window, and don't get on or off the bus until the vehicle stops. Pay attention to public health, no smoking in the car, no littering, paper scraps or spitting inside and outside the car. Take care of the equipment and facilities of the vehicle.

(6) Staff locker room

Consciously abide by the management regulations of the staff locker room, obey the management, prohibit bringing hotel articles and food into the locker room, and pay attention to public health and social morality.

Fourth, the appearance of employees.

In class, employees should make personal gfd according to the following requirements.

Clothing: All clothes and accessories issued by the hotel should be worn. Manufacturing should be neat and fit, shoes should fit, pants should have trousers lines, badges should be worn, buttons should be buttoned and zipped. There shall be no damage, missing buttons or stains.

Nails: Keep clean, no more than 0.5mm above the nail bed, and do not apply nail polish (colorless nail polish can be applied for those who do not touch food).

Accessories: Do not wear any accessories other than watches, and do not exaggerate the style of watches.

Shoes: Wear work shoes issued by the hotel according to posts, clean (shiny leather shoes). Not all the leather shoes distributed by the hotel are black (refer to the leather shoes distributed to the front line by the hotel for the style), which are clean and bright. The heel of men's shoes should not be higher than 3 cm. The heel of women's shoes should not be higher than 6 cm.

Male employees:

Hair: no eyebrows in front, no ears on both sides, no collar at the back, neat, clean and bright (delivering milk or mousse), no dandruff, no weird hairstyle, black, and the hair length is not less than 2 cm.

Face: keep clean, no beard, no eye and ear wax.

Socks: black or dark blue socks. No holes, no socks at the corners.

Female employees:

Hair: eyebrows in front, shoulders in back. Long hair is curled up. The contrast between headdress color and hair color is small, neat, clean and bright (send milk or mousse). No dandruff, no weird hairstyle, and my hair stays black. Hair length shall not be shorter than12cm.

Socks: thin flesh-colored socks. No stitches, holes, skirts or trousers.

Face: Make-up should be light, lipstick should be red (light but pink, deep but scarlet), no gum and earwax.

Perfume: fresh and elegant. Apply to the pulse behind the ear and hand.

Personal hygiene:

The body is clean and odorless, the mouth is clean and odorless, the teeth are clean, the hands are clean, the shoes and socks are clean and odorless, the underwear is washed frequently, and the work clothes are changed frequently.

Verb (abbreviation for verb) employee code

1. Love China * * * production party, love the motherland and love socialism.

2. Love hotels, work, career and dedication.

3. Respect customers, treat customers sincerely and serve them wholeheartedly.

4. Abide by national laws and regulations, and abide by the rules and regulations of the hotel.

5. Learn business, improve skills and innovate.

6. Accept supervision and inspection with an open mind and correct your own deviation at any time.

7. Ensure the personal and property safety of the guests and take good care of the public property of the hotel.

8. Qi Xin works together to develop team spirit.

9. Pay attention to the interests of guests and the reputation of the hotel, and maintain the image of the hotel.

Code of conduct for intransitive verbs

(1) Speech

1. Service language standard, speaking Mandarin, moderate volume, beautiful sound quality and clear words.

2. Use the other party's easy-to-understand language, be good at listening to the other party's speech, pay attention to the other party's instructions, don't echo, answer irrelevant questions, don't interrupt the other party's conversation, and don't ignore honorifics. Don't be too modest, use the language of request, suggestion and advice. Don't touch each other's weaknesses and shortcomings, don't talk big, don't complain, and don't argue.

3. Don't whisper to each other.

(2) Polite expressions

1. Good morning, hello and good evening.

2. Hello, welcome.

Please, please, please say, please sit down, please go, please wait.

4. Thank you

5. Sorry

6. it doesn't matter

7. Please wait a moment.

8. Sorry

9. I'm sorry, please forgive me. I'm sorry to bother you and keep you waiting. I'm really sorry for the trouble.

10. Goodbye, welcome to visit again, and wish you a safe journey.

1 1. Use honorifics when asking and answering guests.

(3) Walking posture and walking posture

1. Chest out and abdomen in, shoulders straight. When landing, the included angle formed by the heel of both feet is greater than 10 degrees and less than 30 degrees.

2. You can't run in the service area. When you meet a guest, you should politely lean over and nod to the guest.

3. Walking in the hospital shall not be less than every minute 106 steps.

Two people in the hospital should walk a vertical line.

5. Don't walk hand in hand, cross shoulders and chase each other.

(4) Standing posture

1. Chest out and abdomen in, head up, chest out and shoulders flat, eyes looking straight up naturally. Don't lean on anything, press your right hand and cross your left hand on your abdomen.

2. (Male) Heels are separated in a "V" shape, and the distance between the front and inner sides of the feet is no more than two punches.

(Female) Heels are brought together in a V shape, and legs are naturally brought together.

(5) Sitting posture

Sit 2/3 of the chair surface, keep your upper body straight, sit up straight, and don't lean forward or lean back.

(Male) The legs are naturally separated, and the distance between the front and inner sides of the feet is no more than two fists, and the hands are naturally placed on the legs.

(Female) Together, put your right hand on your knees and cross your left hands.

(6) Hand type

1. Fingers naturally close together. Don't make a fist with your hands. Explain that the arm bends naturally when indicating the direction. Use your whole hand, not your index finger.

2. Don't use too many hands and not too much when talking with guests.

3. Respect the custom of the guests with your hands.

(7) etiquette

1. greetings: guests and leaders should take the initiative to say hello, and colleagues should also say hello. When hotel employees walk with guests, they should greet the guests first, and then the hotel employees. Greet guests and superiors not with "hello", but with one guest and one greeting; When guests or leaders are inconvenient to disturb or meet 5 meters apart, they should nod their heads to show their greetings.

2. Entering and leaving the guest room and office: When entering the guest room or office, you should ring the doorbell or knock on the door three times and get permission before entering. Knock on the door properly, not too loudly.

When leaving the guest's room or office, you should step back 1-2, and then leave after saying goodbye. When closing the door, you should still turn to face each other and close the door quietly.

3. Bow: press the right hand, put the left hand on the lower abdomen with the hip as the axis, lean forward 15-30 degrees, keep the head, neck and upper body in a line, and look at the patient; The right hand of Japanese and Korean material workers is arched, the left hand is pressed over the lower abdomen, the upper body leans forward 90 degrees with the hip as the axis, and the head, neck and upper body are kept in a line. When bowing, their eyes naturally bow their heads.

4. Salute (security guard): the head is straight, the five fingers are naturally close together, the big arm is flat with the shoulder, the palm is tilted forward, and the middle finger touches the brim of the hat.

(8) eyes

Look at each other's eyes or the triangle between eyes and nose when you speak. Don't stare at the guests or squint; Don't look at the guests coldly; Don't look around.

smile

Keep a natural smile on the guests, don't laugh, don't laugh, don't laugh, don't sneer, don't sneer.

(10) Answer the phone

When answering the phone, stand (sit) upright, hold the receiver in your left hand, and your right hand naturally droops. When you need to take notes, hold a pen in your right hand and listen carefully. Don't lean against objects or play with stationery or other items.

answer a call

1. Answer the phone within three rings.

2. Greet the employees in foreign languages and customer service positions directly, and report their departments and identities in Chinese.

3. Say hello to employees who are not directly in the customer service position in Chinese, and report to the department and identity.

When making a phone call:

When the other party answers the phone, say hello and confirm the identity of the other party with "Excuse me". If it is correct, you must report your identity and reasons. If there is a mistake, you should apologize "Sorry to bother you".

Call:

1, cheerful voice, clear speech and relaxed tone.

2. Match the surname: when greeting guests, use honorifics first; Use honorifics after answering the guest's questions.

3. Wait for the guest or leader to put down the phone before hanging up.

Don't turn your back on the guest when answering the phone.

5. When answering the phone, you should nod when you meet a passing guest. When a guest requests service, he should consider two guests who need service.

Seven, keep a secret

1. Keep your mouth shut about what the guests ask for confidentiality.

2. Keep the privacy of the guests confidential.

3. Keep the customers' consumption in the store and the funds stored in the store confidential.

Don't reveal the business secrets of the hotel to outsiders.

5. Don't disclose the income of hotel employees and the punishment of employees in the store.

6. Don't reveal the privacy of hotel employees.

7. Do not disclose the related work of this department to other departments.

8. Other information that should not be disclosed.

Eight, the hotel regulations

1, employee badge:

Staff badges are issued by the hotel for personal use only and cannot be altered or transferred. The employee badge is a part of the uniform and must be worn on the upper left of the uniform during working hours. If it is lost, it should immediately report to the Human Resources Department and go through the formalities again. When employees change departments, they must go through the formalities of changing badges in the Human Resources Department.

2. Work clothes

Employees should wear work clothes when going to work, and keep them flat and tidy; You are not allowed to leave the store wearing work clothes after work, change clothes or lend them to others without permission, and you are not allowed to take work clothes out of the hotel for private use.

3, staff items (clothes) cabinet

Employees should know to use the designated goods (clothes) cabinets, and must not change or transfer them without permission; Keep the cabinet clean inside and outside. Managers should check all employees' lockers. It is strictly forbidden to hide hotel property, food and illegal items without permission. Employees are not allowed to make keys without permission. If they are forgotten or lost, they can't open the cupboard by force. They can contact the manager to use the spare key. If the key is lost, they must change the lock.

4, carrying goods in and out of the mall

Employees are not allowed to bring personal belongings into the store except the cosmetics they carry at work. When hotel staff bring things into the dormitory, they must go through the inspection of the security department and post the same things as the hotel to show the difference. Employees' valuables should be stored in the security department. It is forbidden to bring inflammable, explosive and toxic dangerous goods and small animals into the store.

Employees carrying goods out of the store must have a store-out permit issued by relevant departments, and the store-out permit must be submitted to the security department for inspection and verification.

Employees should unconditionally accept the inspection of articles and articles (clothes) cabinets by hotel management (security) personnel.

5. Before, during and after work

Before shift: arrive at the post ten minutes in advance, and make good preparations before shift according to the specified requirements and standards.

Class: obey the work arrangement, management, working procedures, service specifications and service procedures, ensure the quality of work and service, and ensure to provide qualified products and quality services for guests.

After shift handover: After the work on the same day (on duty) is finished, the daily (on duty) cleaning work should be done according to the specified requirements, and the relevant forms should be filled in to do the handover work well. You can leave work only after being checked and confirmed by your superiors. After work, no employee is allowed to stay in the hotel for no reason, and the employees staying in the hotel are not allowed to stay in the guest area and workplace.

6. Employee visits

Employees should go through the designated employee passage when entering and leaving the departments and workplaces, the designated store door when entering and leaving the hotel, and the sidewalk (the upper edge of the roadside) when walking in the courtyard. Employees are not allowed to use passenger passages and elevators.

7, gleaning

When employees find lost money and articles anywhere in the hotel, they must give them to the department head or the security department at the first time, and explain the place and time of collection, so as to return them to their original owners as soon as possible, and they are not allowed to store them privately.

Step 8 use the phone

Employees are not allowed to answer, transmit or make personal calls in guest-facing areas and workplaces. Employees with outside calls can be conveyed or left messages by the department. If an employee needs to make a phone call in an emergency, he must obtain the consent of the leader before going to the employee's dedicated phone.

9. Visit relatives and friends

Employees are not allowed to meet relatives and friends in the guest area and workplace at any time. Visitors should wait in the designated place of the hotel, and relevant personnel should inform the department where the employees are located, and they can only meet with the approval of the department leader.

10, hotel property

Employees must take good care of all the equipment and facilities of the hotel, everything, supplies and tools issued by the hotel. When operating equipment and facilities, you must be familiar with their performance and operating procedures, hold relevant certificates, and check and maintain them regularly. Employees are not allowed to use tourist facilities. Without approval, the hotel articles shall not be taken out of the hotel.

1 1, postal supplies

The hotel is not allowed to bring articles that are not issued by the hotel to the post for use.

Nine, safety rules

(1) Do five precautions: fire prevention, theft prevention, electric shock prevention, traffic accident prevention and food poisoning prevention.

Every employee should strictly abide by the hotel's safety regulations, so that every customer and employee think that accommodation, eating, entertainment and work in the hotel are safe and reliable.

Employees should always be vigilant to prevent all incidents that infringe on the personal and property safety of customers, colleagues and hotels. If suspicious personnel or behaviors are found, they should immediately report to their superiors or security personnel. Relevant personnel should closely observe to prevent accidents. Once it happens, every employee has the responsibility and obligation to stand up and protect the personal and property safety of guests and hotels.

(2) Employees must attach great importance to fire prevention and make fire prevention the top priority of hotel safety.

Have a high awareness of fire prevention, report, alarm or eliminate hidden dangers and dangers as quickly as possible.

Hotel fire telephone number-1 199

Put out the fire three times-call the police, use a fire extinguisher and evacuate.

Flammable and explosive materials-fuel, paper products, cotton wool, chemical fiber products, alcohol, furniture, acetylene, gas, oxygen cylinders, hydrogen cylinders, etc.

Fire prevention measures:

Smoking is not allowed in hotels and vehicles, and open flame operation is not allowed near flammable materials. Precautions should be taken when working with naked flame.

Found that cigarette butts must be extinguished, and a certain amount of water should be poured into the trash can.

It is forbidden to place obstacles in all fire exits, stair exits and corridors to ensure the smooth flow of fire exits.

Flammable articles must be placed in designated safe places.

Employees are not allowed to use fire fighting equipment and facilities without authorization.