Hotel staff handbook

Chapter 1 Speech by General Manager

Dear staff:

Welcome to join Home Inn Chain!

Home Inn Chain Company is invested and established by Capital Tourism Group, the largest hotel group in China, and Ctrip. com, the largest travel e-commerce network company in China.

The goals of Home Inns are:

(1) To establish the most famous hotel brand and the largest small and medium-sized hotel chain network in China.

(2) Let ordinary people stay in "clean, economical and warm" hotels.

(3) Increase the profit level of hotel investors.

(4) Let the employees of Home Inn chain companies constantly enhance their abilities, have a comfortable working environment, get good income and benefits, and be proud of working at Home Inn.

to achieve the above goals, we need to work together. I sincerely hope that our team can unite as one, work together, support each other and realize their ideals.

employees, regardless of their positions, are valuable assets of the enterprise. The management of the enterprise is strict, but it is also open and democratic. We will provide more suitable positions for outstanding employees at any time.

We have specially compiled this Employee Handbook, which aims to make you fully understand the policies and regulations formulated by Home Inn chain companies during your work, and please strictly abide by them.

I wish you a happy job in Home Inn Chain!

General Manager Kai

Chapter II Organization of Home Inn Chain Company

I. Organization of the Company

1. Ministry of Commerce;

2. Marketing Department;

3. Operation Department;

4. Brand Department;

5. technical department;

6. Engineering Department;

7. Finance Department;

8. personnel department;

9. Direct stores.

Second, the organization of direct stores

1. General manager;

2. Deputy General Manager or Assistant General Manager or Sales Manager;

3. Manager on duty

4. Accountant and cashier (under the jurisdiction of the company's finance department);

5. Front desk attendant;

6. Room foreman;

7. Room attendant;

8, catering waiter;

9. Chef;

1, engineering maintenance;

11. Security.

Chapter III Provisions on Labor Management

I. Employment of Employees

Employees employed by Home Inn chain companies including direct stores must be assessed by the company headquarters or direct stores, and be employed after being approved by the general manager. Employees in important positions can only be employed after being approved by the company.

II. Category of employees

1. Employees on probation:

The probation period of employees is generally three months. After the probation period expires, they can be converted into formal contract employees if both parties agree;

contract employees are divided into labor contract and laborers.

2. Regular employees:

Generally, the Labor Contract for contract employees lasts for two years. During the contract period, they can receive a fixed salary every month and enjoy various labor benefits stipulated by the state and local governments.

3. Physical examination

1. Physical examination before employment:

Applicants must go to the designated hospital for physical examination before employment as required, and only after passing the physical examination can they be qualified for employment.

2. Annual experience:

According to the relevant regulations of the health department, the hotel will arrange an annual physical examination for the employees who directly serve the guests.

4. Probation period

1. The successful candidate must go through a three-month probation period. After the expiration of the probation period, the hired person can be converted into a regular employee if his working ability and performance are recognized.

2. When necessary, the probation period may be changed, but the longest period shall not exceed three months.

3. Anyone who meets the following terms will end the probation period early:

(1) be rewarded for outstanding work performance;

(2) be able to quickly master the job skills.

4. Employees need to undergo training and examination before they are formally hired, and only those who are qualified can be formally hired.

5. The salary during the probation period is not equal to the salary standard after formal employment.

V. Dismissal/dismissal

1. Employees who commit gross negligence or seriously violate enterprise regulations during the service period will be punished by dismissal/dismissal according to the provisions of Chapter VII of the Employee Manual.

2. If there are redundant employees due to changes in the operating conditions or management policies of the enterprise, the enterprise has the right to reduce the number of employees, but it needs to notify the employees 3 days in advance and report to the labor management department for the record. According to the provisions of the national labor contract and the employee's labor contract in the enterprise, the enterprise gives the living allowance for early termination of the labor contract.

VI. Termination of the Contract

Upon the expiration of the Labor Contract, both parties may terminate the contract. Before the expiration of the Labor Contract, one party shall notify the other party in writing 3 days in advance if it wants to terminate the contract. If the enterprise proposes to terminate the contract, it shall compensate the employees according to the provisions of the labor law.

VII. Resignation

During the contract period, if an employee resigns for his own reasons, he/she must submit a written application for resignation 3 days in advance, and only after approval can he/she go through the resignation formalities.

if an employee leaves his job without submitting his resignation application in writing 3 days in advance, the enterprise will not go through any formalities and reserve the right to claim compensation legally.

during the probation period, employees must submit their resignation application in writing seven days in advance.

VIII. Transfer

Enterprises have the right to change their employees' jobs when necessary, and employees must obey the transfer and actively do a good job. Salary changes with the change of position.

IX. Promotion

The enterprise will try its best to promote outstanding employees to higher positions. Promotion is mainly based on employees' performance, ability, morality and education. The first three months after promotion is a probation period. After the probation period expires, if you pass the examination, you will formally take up your post. Otherwise, he will return to his original position.

X. Salary Payment and Adjustment and Classification

Employees' salaries are paid once a month. The enterprise will consider adjusting the salary of employees on an annual basis depending on the operating conditions. Enterprises divide several salary grades according to different departments, different positions and different responsibilities.

Xi. Salary assessment

The enterprise formulates corresponding performance assessment methods according to the salary grades of various departments and positions as the performance assessment of employees' salaries. In addition, a certain number of incentive funds will be set up according to the business conditions of the enterprise, and corresponding rewards will be made.

XII. Working days and working hours

Work 4 hours a week, and the arrangement of working hours shall be formulated by the enterprise. Due to the characteristics of enterprise operation, some posts will work overtime. The overtime work will be compensated by the enterprise.

XIII. Overtime Work and Compensation

Employees are required to do extra overtime work, and in principle, they should obey, and overtime work will be compensated according to enterprise regulations.

chapter iv welfare system

I. rest days

employees' rest days are arranged by enterprises according to different positions.

second, annual leave

employees of an enterprise can enjoy paid annual leave in the next year after working continuously for one year. The specific vacation measures shall be formulated by the company. In principle, annual leave should be taken at one time, and it is not allowed to accumulate annual leave for use in the next year. The use of annual leave shall be carried out in accordance with regulations. The application for annual leave must be made by myself fifteen days in advance.

III. Statutory Holidays

Employees can enjoy the following ten paid statutory holidays every year:

1. One day on New Year's Day;

2. The Spring Festival lasts for three days (the first, second and third day of the lunar calendar);

3. Labor Day lasts for three days (May 1st, 2nd and 3rd);

4. National Day lasts for three days (October 1st, 2nd and 3rd);

if an employee cannot take a holiday on the day of the statutory holiday, the enterprise will arrange to give the employee compensatory leave within 3 days before or after the statutory holiday. If it is impossible to make up the rest for some reason, the enterprise will compensate according to the relevant provisions of the state. (12-hour shifts are counted as one day).

iv. Sickness and personal leave

1. Every day employees take sick and personal leave, their daily wages will be deducted. Sickness and personal leave less than one day shall be deducted by the hour;

2. If the actual monthly salary during sick leave is less than 8% of the minimum wage in this Municipality, the sick leave salary shall be calculated as 8% of the minimum wage in this Municipality.

v. medical benefits

all hotel employees with labor contract system can enjoy medical benefits, which are implemented according to the current national policies.

VI. Work-related injuries or deaths

Employees who are accidentally injured at work shall promptly notify their superiors, and those who are injured or killed at work shall be handled according to the provisions of the national labor insurance.

VII. Retirement benefits

According to the regulations of the government, the enterprise insures the old-age insurance for its employees.

Chapter V Hotel Rules

1. Personnel Information

Employees must report the following personal changes to the personnel department:

1. Change their residential address and telephone number;

2. Marital status;

3. Changes in family members;

second, personal appearance

employees should keep their clothes clean and tidy at work. Male employees should not grow beards, their hair should be trimmed frequently, and the length of hair feet should not cover the ears and collars. The hairstyle and makeup of female employees remain elegant. The accessories for female hotel employees are limited to watches, an engagement ring or wedding ring and earrings.

iii. nameplates

The hotel will issue each employee a nameplate, which employees should wear on their chests when working in the hotel. If it is lost or damaged, it should be reported to the personnel department in time, and the replacement procedures should be handled. The fee is RMB 15.

iv. locker

1. The hotel will arrange one locker for each employee for changing clothes;

2. Employees should always keep the locker clean and tidy;

3. Employees should lock the locker, and the hotel is not responsible for any compensation for property losses;

4. Employees are not allowed to store drinks, food and valuables in the locker;

5. Employees should use locker locks issued by the hotel, and are not allowed to change or lock their own locks without permission;

6. Employees are not allowed to exchange lockers with each other without permission;

7. Employees are not allowed to put inflammable dangerous goods in the locker;

8. Hotel management personnel will check the locker together with security personnel from time to time;

v. Uniforms

1. The hotel will issue uniforms to employees according to their jobs;

2. Employees are not allowed to leave the hotel in uniform;

3. Employees should change their uniforms before or after they are laid off, and they are not allowed to change their uniforms during working hours;

4. Employees should change their uniforms regularly as required, and keep them clean and tidy;

5. If the uniforms of employees are off-line, they should be mended in time, and the damaged uniforms should be compensated according to the price.

VI. Hotel facilities

Hotel employees are not allowed to use the guest toilets during work.

VII. Check-in and check-out of employees

1. Except for the general manager, all employees in hotels are required to perform check-in and check-out procedures during commuting hours;

2. Those who sign in or sign out on behalf of the agent or the trustee are in violation of the store rules and will be severely punished;

3. Those who fail to sign in or sign out in time on business shall sign with the manager on duty in time for confirmation.

VIII. Duty Schedule

1. Hotel employees must be on duty according to the schedule compiled by the hotel, and they are not allowed to transfer classes without authorization, otherwise they will be treated as absenteeism.

2. The shift adjustment of personnel below the shift manager must be approved by the shift manager, and the shift adjustment of personnel above the shift manager must be approved by the general manager.

IX. Application for personal leave

1. Employees cannot take personal leave without good reasons;

2. If employees need to take personal leave for something, they should apply to the general manager and be allowed to take a leave;

3. Take unpaid treatment during personal leave.

X. Absence from work without reason

Employees who are absent from work or leave their jobs without approval shall be treated as absenteeism.

Xi. Staff canteen

1. Employees shall dine in the designated time and canteen according to the arrangement of the enterprise;

2. During working hours, employees can enjoy a pair of free meals every day.

XII. Security check

1. Employees must go in and out through designated channels when going to and from work;

2. The hotel's authorized security personnel have the right to inspect employees' handbags and packages, and employees should be inspected;

3. Employees who bring personal belongings into the hotel should register with the security personnel on duty;

4. When employees leave the hotel with personal belongings or non-personal belongings, they should issue a departure certificate signed by the general manager and submit it to the security personnel for verification.

XIII. Personal belongings

Employees have the responsibility to take good care of their personal belongings. Valuables should not be brought into the workplace, and the enterprise will not be responsible for any losses.

XIV. Pickup

1. Any property found by employees within the workplace must be immediately delivered to their superiors;

2. Employees who lose personal belongings in the hotel area should immediately report to their superiors and security guards.

XV. Maintain reputation and care for hotel property

1. Employees are not allowed to engage in any activities outside in the name of the enterprise;

2. Employees should pay attention to their words and deeds in society so as not to damage the reputation of the enterprise;

3. Employees must take good care of the property of the enterprise and must not intentionally damage or steal it.

XVI. Smoking

Employees should smoke in designated places.

XVII. Notices

1. All kinds of notices and instructions of the enterprise will be posted in the "staff notice column";

2. Employees are not allowed to post any notices in the enterprise without authorization;

3. Employees are not allowed to change any notice without authorization.

XVIII. Resignation Procedures

1. All employees who leave the company must go through the formalities in the personnel department and return the relevant certificates and articles issued by the enterprise;

2. If employees lose relevant certificates or articles, they should pay compensation according to the price;

3. If the employee fails to return the relevant certificates and articles and refund the relevant expenses according to the regulations, the enterprise will refuse to issue the relevant resignation certificate and reserve its legal recourse right.

Chapter VI Rules of Conduct

1. Work Attitude

As employees of an enterprise, they should have the following work attitudes;

1. Friendly-welcome guests and get along with colleagues with a smile;

2. Etiquette-be gentle and elegant, and respect guests and colleagues;

3. Diligence-you should work diligently and pay attention to efficiency;

4. Honesty-be loyal and honest, don't tell lies, and pay attention to credibility;

5. Punctuality —— The working hours should be strictly observed, and it is not allowed to be late, leave early or leave the post halfway without any reason;

6. Be responsible-be conscientious, do a good job, complete the assigned tasks and protect the property of the enterprise;

7. Obey-obey the instructions of the superior;

8. Cleanliness-Not only should personal appearance be kept clean and tidy, but also the working environment and tools should be kept clean and tidy.

2. Handling hotel complaints

When there are complaints from guests, the handling methods are as follows:

1. Listen carefully to the opinions of the guests and record them;

2. Within the scope of authority, apologize to the guests first and take remedial measures immediately, and report to the manager on duty afterwards;

3. In case of exceeding the scope of authority, the manager or general manager on duty should be asked for instructions and solved immediately.

Third, employee complaints

1. Employees who are dissatisfied with their work should directly raise their complaints with their immediate superiors outside working hours;

2. If the employee can't get a satisfactory answer or doesn't want to be dealt with by the immediate superior, he/she can raise it orally or in written form outside working hours.

3. If employees choose the form of written complaint, they should indicate their names and departments to show their sincerity;

4. The enterprise should appeal for all employees and keep it absolutely confidential.