1、Leave the rest to us员 工 手 册Staff HandbookLeave the rest to us 目 录 Catalog第一章 总经理致辞 .4Chapter 1 A Welcome Message from the General Manager第二章 温德姆酒店酒团、华美达品牌、酒店简介 .5Chapter 2 Hotel Introduction第三章 服务宗旨 .6Chapter 3 Service Objective第四章 组织架构图 .7Chapter 4 Organization Chart第五章 员工守则 .8Chapter 5 Staff regul
2、ations1、 员工职责 Staff Responsibility2、 行为习惯与道德 Behavior and Morality3、 仪容仪表 Grooming4、 工作态度 Working Attitude第六章 劳动条例 .10Chapter 6 Labor Regulations1、 招聘 Recruitment2、 体检 Medical Check3、 人事记录 Personal Record4、 录用手续 Employment Procedure5、 劳动合同 Employment Contract6、 试用期 Probation7、 薪金等级与调整 Salary and Adj
3、ustment8、 调职与晋升 Change of Job or Position9、 合同续期 Contract Renewal10、 聘用员工亲属 Employment of Kinship of Employees11、 工作时间 Working Hour12、 加班 Overtime Payment and Allowance13、 考勤制度 Staff Attendance RegulationsLeave the rest to us 14、 工作证、铭牌 Work Permit, Name badge15、 工作制服 Uniform16、 工衣柜 Uniform Locker17
4、、 员工通道 Staff Path第七章 合同解除与终止 .15Chapter 7 Contract Resignation and Termination第八章 薪酬及福利制度 .17Chapter 8 Benefits and Welfare1、 工资 Salary2、 薪金计算 Salary Payment3、 劳动保险 Labor Insurance4、 膳食 Staff Meal5、 假期 Regulation of Leave1） 公众假期 Public Holidays2） 年假 Annual Leave3） 婚假 Marriage Leave4） 孕期假 Pregnancy L
5、eave5） 产假 Maternity Leave6） 哺乳假 Lactation Leave7） 计划生育假 Family Planning Leave8） 病假 Sick Leave9） 工伤 Work Related Injury10） 事假 No-pay Leave11） 丧假 Compassionate Leave6、 员工宿舍 Staff Dormitory7、 员工更衣室 Staff Changing Room8、 培训 Training9、 员工公告栏 Staff Notice-Board10、 申述程序 Grievance ProcedureLeave the rest to
6、 us 第九章 奖惩条例 .21Chapter 9 Award and Punishment 1、 员工奖励 Award System2、 员工处罚 Punishment1） 口头警告 Verbal Warning2） 书面警告 Warning Letter3） 最后警告 Ultimate Warning4） 解除劳动合同 Revocation of Employment Contract第十章 安全制度 .26Safety System第十一章 结束语 .28PerorationLeave the rest to us 第一章 总经理致辞Chapter 1 Welcome Message f
7、rom the General Manager亲爱的同事：Dear Employee,本人非常高兴地欢迎您加入武夷山华美达酒店员工队伍！您为酒店所做出的贡献将是我们成为一流酒店的最大动力。我们将为您提供各式各样的挑战以及广阔的发展空间。希望您敬业乐业，全情投入，积极进取，成为一名优秀员工。我深信，您一定能够为建设武夷华美达广场酒店更美好的未来做出积极的贡献。We are proud to welcome you all to RAMADA WUYISHAN! We placed a high value on the contributions that you will make in he
8、lping us guiding this hotel on its course of excellence. We will provide you various challenges and a widely development opportunity. We hope that you would enjoy your work and keep improving to be one of the best staff in our hotel. I deeply believe that you will make a great contribution in the fu
9、rther development of RAMADA WUYISHAN.酒店的高效管理和良好形象乃至获得最终的经济效益，都取决于全体员工齐心协力、步调一致的行动。为使酒店管理有章可循，让您尽快了解酒店的规章制度，明确您的职责、权利和义务，酒店特别编制了此员工手册 。请您认真学习，熟悉内容并严格遵守各项条款。若有疑问，可向部门主管或人力资源部咨询。The efficient management, image maintaining and final business profit are based on our staff unified action. For creating a b
10、etter hotel management and to make you get to know our rules and regulations, your responsibilities, rights and obligations, we made this Staff Handbook. We require you to study it thoroughly, be familiar with its contents and keep it for reference purposes. If you have any questions, Our HR departm
11、ent is always ready to assist you.再次欢迎您的加盟，让我们真诚合作，共同努力，为使我们的酒店跻身国际一流品牌酒店行列而奋斗！We all welcome you to join and we are confident that you will do your best as part of our team in making RAMADA WUYISHAN first class hotel in the world.总经理General ManagerLeave the rest to us 第二章 简介Chapter 2 Introduction一、
12、 温德姆酒店集团介绍 The Wyndham Hotel Group温德姆酒店管理集团总部设于美国新泽西州的 Parsippany 。温德姆国际酒店集团是全球最大的旅游产业集团之一，名列HOTELS全球业主公司排名第一位，在全球拥有 7,000 多家及超过 580,000 间的客房。The headquarter of the Wyndham Hotel Group located in Parsippany, New Jersey. Wyndham Hotel Group is one of the largest tourism industry groups in the world a
13、nd ranked the first place among the global owners on “Hotels”. At present, it owns 7000 hotels and resorts and morn than 580,000 guest rooms.旗下品牌 The brands of the group:二、 华美达品牌介绍 The Ramada brand华美达酒店品牌始于 1954 年，其第一间 Ramada Inn 是由投资者们在美国亚利桑那州的弗拉格斯塔夫成立的，这成为此经济型连锁酒店的开端。 同年，集团更名为华美达 “Ramada“ （这是一个西班牙
14、语单词，意思为“一个遮风挡雨的休憩之所”） ，并第一次出售加盟权。 此后，Ramada Worldwide 不断发展并在 34 个国家拥有了超过 850 家酒店。The Ramada brand began in 1954, when a group of investors opened the first Ramada Inn in Flagstaff, Arizona-the first in a series of “motor hotels.“ That same year, the group adopted the name “Ramada,“ a Spanish word me
15、aning “a shaded resting place,“ and sold its first franchise. Since then, Ramada Worldwide has grown to over 850 locations in 34 countries三、 业主集团公司介绍 Group of property owners福建三木集团股份有限公司是一家以房地产开发（一级资质）以及进出口贸易为 主营业务的上市公司。Fujian SanMu Group Co, LTD. is a listed company with its real estate development
16、 (Class-A license),import and export trade as the main business .公司成立于 1992 年 12 月，由福州市经济技术开发区建设总公司经过股份制改制而来。截止2007 年 12 月 31 日，公司已发展成为注册资本 4.655 亿元，总资产 33.35 亿元的综合类上市公司。Our company was founded in December 1992, transformed to a joint-stock company from Fuzhou Leave the rest to us Economic and Techn
17、ological Development Zone Construction Corporation. As of December 31, 2007, our company has developed into comprehensive listed company with the registered capital of 465.5 million Yuan and total assets of 3.335 billion Yuan 目前三木集团拥有控股、参股企业十多家，房地产业务遍及全国，国际贸易遍及世界几十个国家和地区。SanMu Group currently has mo
18、re than 10 enterprises including holding companies and participated companies, extending its real estate business throughout the country, and the international trade to dozens of countries and regions worldwide.福建三木集团股份有限公司多次被福建省人事厅、福建省对外贸易经济合作厅授予“年度全省商务系统先进集体” 、及省重点单位的 荣誉称号，福州市仅有三家外贸企业获此荣誉。Fujian S
19、anmu Group Co., Ltd has been awarded several times as “ the annual business system advanced collectives of Fujian Province “ and provincial key units by Fujian Provincial Bureau of Personnel, Fujian province foreign trade and economic cooperation department , while only three foreign trade enterpris
20、es win the honorary titles in Fuzhou. 福建三木集团股份有限公司控股子公司福建武夷山三木实业有限公司投资开发建设的福建省重点大型旅游综合体项目-自驾游营地，占地 875 亩，总投资约 12 亿元人民币。Holding subsidiaries of Fujian SanMu group co., LTD. - Wuyishan Fujian SanMu industrial co., LTD. invests to build a self-driving tour project which is a large-scale tourism complex
21、 project in Fujian Province, covering an area of 875 mu with total investment of 1.2 billion RMB.自驾游营地之配套设施有酒店、商业娱乐、服务、高端养身度假公寓等。其中自驾游营地部分建设项目有大型停车场、露天汽车影院、房车营地、帐篷露营地、加油站、汽车维修施救、汽车租赁、大型室内活动综合场馆、SAP 养生馆、服务中心等；酒店部分有 2 家五星级酒店，1家公寓式酒店，1 家汽车旅馆，1 家青年旅馆；娱乐商业部分配套有酒吧、KTV、院线、风情商业街、中餐、西餐馆等；项目还配套有各种户型酒店式管理的高端产权
22、式养身度假公寓。该项目依托武夷山“自然与文化双遗产”的知名度而建设的国内最大、功能及配套最齐全的以自驾游营地为核心的大型旅游综合体。 Supporting facilities in the self-driving tour resort are including the hotel, business, entertainment, services and high-end kind holiday apartments, etc. Thereinto, the sector of self-driving tour resort has a large parking lot, op
23、en car cinema, camp, tent camps, gas stations, automobile service rescue, car rental, large indoor activities comprehensive venues, SAP, service center, etc.; Hotel sector have two Leave the rest to us five-star hotels, one apartment-style hotel, one in the motel, one youth hostel; Entertainment the
24、 project supports a variety of family management of high-end serviced property type raise a holiday apartment. The project is built based on the popularity of Wuyishan “natural and cultural heritage“ and it is the largest tourist complex with the most complete of function and supporting facilities f
25、or the core of self-driving tour resort. 四、 酒店介绍 Our hotel武夷山华美达酒店位于武夷山旅游风景区（三菇度假区自驾游营地），毗邻武夷山高尔夫球场，碧水丹山的武夷山和云雾缭绕的大王峰，是野生保护动物栖息繁衍的天堂，风景如画，是户外旅游度假、商务会议活动的理想之地。酒店距离机场仅 10 分钟车程，火车站仅 20 分钟车程，距离市区 25 分钟车程，交通十分便利。Adjacent to Wuyishan golf field, Ramada hotel Wuyishan is located in the Wuyi mountain touris
26、m area (Sangu self-driving journey resort). The picturesque Wuyi Mountain and misty King of Peaks are the paradise for wildlife protection and animal propagations and ideal place for outdoor tourism and business meeting activities. With only 10 minutes drive to the airport, 20 minutes drive to railw
27、ay station and 25 minutes drive to the downtown, the hotel enjoys a very convenient transportation.武夷山华美达酒店集客房、餐饮、会务、休闲、游乐、自驾于一体的全方位服务；简欧园林式的设计格调，豪华典雅的装修，缜密细致的心思，为您带来称心愉悦的放松体验。Ramada hotel Wuyishan provides you a full range of services including ppointed guestrooms, dinning, meeting activities, rela
28、xation, amusement and self-driving tourism. With European garden simple design style, luxurious and elegant decoration, rigorous and meticulous mind, Ramada hotel Wuyishan will bring you pleasant relaxed experience.Leave the rest to us 第三章 服务宗旨Chapter 3 Service Principle一、服务理念 Service Idea：“Leave th
29、e rest to us”“将余下的事交给我们” 。我们向不管是商务客人还是休闲旅行客提供着不同凡响的舒适放松体验。我们致力于让客人能“Take a weight off their minds” 让客人能享受到如释重负的彻底放松体验。二、服务文化 Service Culture在华美达，我们有专门的“service culture”, 那就是“the six I am commitments”I am is a chance to stand up and say 是一次能够理直气壮地说.I amReady 我准备好了为客人服务I amAnticipating 我能预见客人的需求I amMa
30、king a connection 我与客人能建立起良好的关系I amAware 我有良好的洞察意识I amDelightful 我能使周围的人感觉愉悦I amAppreciative 我懂得感激 三、服务态度 Service Attitude： We! YES, attitude - we can do!我们坚持的态度是: 我们定能做到！ We! Never say NO, but to find an alternative!我们决不能说“不” ，但要找到一个合适的方法来解决客人的问题！ It is about taking the word“NO ”out of RAMADA S VOC
31、ABULARY将“不”从华美达的字典里永远删掉。 四、服务用语 Service Slogan：When guests say: “Thank you!”, 当客人说: “谢谢”时，We say:我们说“Its my pleasure” “很荣幸为您服务” 五、礼貌用语 Courteous SLOGAN：When seeing a guest at anyone or anywhere, we greet guest with a smile and to say: “How are you?”当无论与任何人、任何地方相遇时，都要微笑问候说“您好。 ” Leave the rest to us 第四章 组织架构Chapter 4 Organization Chart酒店总经理 General Manager市场销售部Sales and Marketing Department餐饮部Food and Beverage Department前厅部FrontOffice Department工程部Engineering Department财务部Financial Department人力资源部HRDepartment管家部HousekeepingDepartment
