Hotel attendant management system

Hotel staff management system (for reference only)

Guests are very important people in the hotel and communicate directly and indirectly. The guest doesn't depend on us, but we depend on him. Don't mistake the guests for a burden in their work, what they want is the purpose of hotel work.

Our service to our guests is not charity, but it is our pleasure that our guests are willing to accept the service.

Chapter I Labor Laws and Regulations

I. Recruitment

The hotel is based on meritocracy, and people from all walks of life who are interested in hotel services can sign up according to the hotel recruitment brochure. The hotel will select the best employees through necessary procedures such as examination, interview and physical examination. The hired person should pay the corresponding work and daily necessities deposit according to different types of work.

Second, the probation period

Employees need to go through a probation period of three to six months. After the probation period expires, you will be officially hired after passing the examination. If the employment conditions are not met, the probation period will be terminated.

Third, the labor contract

The hotel will sign an employment contract for those who are formally hired, usually for one year.

Fourth, personal files.

A. All employees should submit relevant resumes and academic certificates in time before applying for jobs. Fill in the registration form, including resume and family members.

Changes in home address and marital status should be notified to the office within five days.

Verb (abbreviation for verb) working hours

A refer to relevant laws and regulations, and arrange working days and working hours according to local conditions and hotel working characteristics.

Give reasonable compensation to employees who work overtime.

Sixth, the way of wage payment.

No salary is paid every month In case of weekends or legal holidays, pay wages one day in advance.

VII. Job changes

According to the needs of work, the hotel has the right to adjust the positions of employees internally.

Eight. Employee resigns:

Employees who resign must submit a written application to the head of their department (7 days before the probation period and 30 days before the official employment), and can only leave after being approved by the hotel.

Nine. Dismissal:

(1) The employee resigned voluntarily, without any fault, in line with the procedures stipulated by the hotel. After approval, the hotel will refund the deposit and

Pay a salary every month.

(2) In any of the following circumstances, the hotel has the right to terminate the contract and no longer refund the deposit of the employed employees.

Failure to observe labor discipline, dereliction of duty and serious violation of hotel rules and regulations.

Absenteeism for more than 3 days, sick leave and personal leave.

C poor service attitude, weak sense of responsibility, favoritism and malpractice, which seriously affects the reputation of the hotel.

D was investigated for criminal responsibility according to law.

E violation of family planning laws and regulations, resulting in adverse consequences.

Chapter II Related Rights and Interests

First, holidays.

1, National Day:

According to the regulations of the State Council, employees are entitled to 10-day paid holidays (one on New Year's Day, three on Spring Festival, three on May 13 and three on National Day). If employees need to work overtime on legal holidays, the hotel will give them vacation or salary compensation according to the provisions of the labor law.

2. Sick leave:

Employees who are sick must go to hospitals above the municipal level, ask for leave with the sick leave note issued by the hospital, and notify the person in charge of the department on the same day (family members can ask for leave on their behalf if the illness is serious). The salary during sick leave will be implemented according to the salary attendance system.

3. Personal leave:

Employees are not allowed to take personal leave without sufficient reasons. Personal leave is unpaid. If you need to leave your job without pay under special circumstances, you must apply two days in advance and get the approval of the department head, office and general manager.

4. In-store training:

In-store training mainly includes: business skills, work attitude and language training. Employees must attend the training according to the arrangement. At the end of the course, they will be tested. If they pass the exam, they will be awarded a certificate of completion. If their scores are below the fractional line, they will be deducted from the floating salary or bonus. If they are absent from school for no reason, they will be regarded as dereliction of duty and punished.

Second, the amateur school study:

A purpose

The hotel encourages employees to take part in foreign language study or work-related spare-time study by reimbursing tuition fees, so as to improve their conversation ability with guests or prepare for taking on greater responsibilities and getting better positions.

B implementation method:

* can't take up working hours. When preparing the work schedule, the department head should take proper care of the study time of employees when the work permits.

* Applicants must be approved by the department manager and office manager before registration.

* Employees who require reimbursement of tuition fees should submit the tuition fee receipt, certificate of completion or relevant documents to personnel for review within three months after the end of study.

* choose the course scope:

1, any recognized TV university, Night University.

2. Cultural or vocational courses sponsored by commercial schools, technical colleges, secondary specialized schools, professional groups or similar groups that meet this scheme.

3. Correspondence schools recognized by the training department.

C reimbursement:

* The maximum amount of tuition reimbursement shall not exceed 150 yuan/academic year.

* Employees with test scores above 80 will be reimbursed 150 years.

* Employees with test scores of 60-79 can be reimbursed for 75 yuan.

* Those whose test scores are below 60 will not be reimbursed.

* Employees who are severely disciplined, suspended, on long-term sick leave or absent from work will not be reimbursed.

Third, the staff dining:

1. Every working day, the hotel is responsible for providing employees with a free working meal, which is only allowed for employees.

2. Employees are not allowed to take working meals and tableware out of the hotel without the permission of the department manager.

3. The working meal time is half an hour, and the meal time is determined by the office door manager.

4. Employees eat with meal vouchers, and employees who work overtime will be given another meal voucher in the office.

5. Don't drink and waste food in the staff hotel.

Chapter III Staff Rules

First, the work attitude:

1, according to the hotel operation process, complete all the work accurately and timely.

2, employees have different opinions on the boss's arrangement but can't convince the boss, in general, should obey first.

3. When the employee is not satisfied with the reply from the immediate superior, he can go above his level and report to the superior.

4. Work hard, be enthusiastic, speak kindly, be modest and prudent, and behave steadily.

When dealing with customers' complaints and criticisms, you should listen calmly and explain patiently. Under no circumstances should you argue with the guests. If you can't solve the problem, you should report it to your immediate supervisor in time.

6. Employees should get ready for work ahead of schedule. Do not leave without leave or leave early during working hours. Employees on duty are not allowed to leave their posts until the next employee takes over. Employees should leave the hotel within 30 minutes after work.

7. Employees are not allowed to receive visits from relatives and friends anywhere. Employees are not allowed to use the guest phone without the consent of the department head. Private calls outside the line will not be connected, and emergency calls can be made to various departments' offices.

8, it is forbidden to string hillock at work, chatting, eating snacks. Smoking is prohibited in public places such as restaurants, kitchens and staff corridors, and you are not allowed to do anything unrelated to your job.

9, hospitality, standing service, use polite language.

10, without the approval of the department manager, managers at all levels shall not use their powers to give various special benefits to relatives and friends.

Second, uniforms and famous brands:

1. Staff uniforms are issued by the hotel. Employees have the responsibility to take care of their uniforms. Employees who leave the store wearing or carrying work clothes except for work needs will be punished for dereliction of duty.

2. All employees should wear brand-name work clothes. The employee who does not wear the famous brand will be deducted 65,438+00 yuan, and the employee who needs to reissue the lost or damaged famous brand will pay 20 yuan.

3. When employees leave their jobs, they must return their work clothes and famous brands to the office. If they don't return it or their work clothes are damaged, they must pay for the clothes.

Three, appearance, appearance, manners and personal hygiene:

1. The mental outlook of employees should be natural, smiling and dignified.

2. Employees' work clothes should always be kept clean and tidy.

3. Male employees should shave, and their hair should not be ears and collars. 4. Female employees should comb their hair and use hairpins.

5. Male employees should wear men's leather shoes and dark socks, and slippers or sandals are forbidden. Female employees should wear nests to recruit employees, and they should recruit immediately. br/>； 6. Fingers should be smokeless, and female employees can only use colorless nail polish.

7. Only watches, wedding rings and earrings without pendants are allowed. Kitchen staff are not allowed to wear rings at work.

8. During working hours, don't cut your nails, pick your nose, pick your teeth, yawn or sneeze while covering your hands.

9, keep quiet during working hours, it is forbidden to talk loudly. Speak lightly, walk lightly and operate lightly.

Four. Appendix:

1. Money or articles left anywhere in the hotel should be immediately handed over to the security department for detailed records.

2. If the item is unclaimed for three months, the hotel management will decide how to deal with it.

3. Failure to report the collected information will be regarded as theft.

Verb (abbreviation for verb) Hotel property:

Hotel articles (including articles issued to employees for use) are all hotel property, and the parties concerned must make compensation as appropriate, regardless of negligence or intentional damage. If an employee commits theft, the hotel will immediately dismiss him and hand him over to the public security department according to the seriousness of the case.

Sixth, attendance.

1. Employees must go to work according to the shifts arranged by department heads. If it is necessary to change the shift, they must first get the permission of the department head.

2. All employees must wear work cards when going to and from work, except the management personnel above Grade 4.

3. If an employee forgets to punch in after work, but can really prove that he is at work, the deduction shall not exceed 5% of the benefit salary of the current month.

4. It is forbidden to punch in for others. In case of violation, the punch card holder and cardholder will be disciplined.

5. If an employee can't go to work on time in an emergency, he/she needs to go through the leave formalities with the approval of the department head, otherwise it will be treated as absenteeism.

6. If overtime is required due to work, the department head shall report it to the General Manager for approval.

7. If the work card is lost, report it to the office immediately, and issue a new card with the approval of the department head.

8. Employees are not allowed to leave the store during working hours without approval.

Seven, staff work cabinet:

1. The office is responsible for the distribution of staff cabinets. When necessary, two or more employees can share a work cabinet. Employees' work cabinets can't be transferred without permission, otherwise they will be disciplined.

2. Employees should always keep the work cabinet clean and tidy, and food, drinks or dangerous goods are not allowed to be stored in the cabinet.

3. When the office allocates the work cabinet, a key will be issued free of charge. If you lose your key, you must pay RMB 10 yuan.

If there is an emergency or employees forget to bring their keys, they can borrow spare keys from the office. However, with the consent of the department head, if they intentionally damage the work cabinet, they should be compensated and disciplined.

5. Without authorization, it is not allowed to lock or match keys on the work cabinet. The office and the security department can check the work cabinet at any time, and more than two people are present during the inspection.

6. When employees leave the hotel, they must clean the work cabinet and return the keys to the office. If they don't return the work cabinet in time, the hotel has the right to clean it up.

Eight, staff channel:

1. Employees enter the store through the designated employee channel when they go to work. It is forbidden to use the tourist passage.

2. Backstage employees are not allowed to enter public places, restaurants, guest rooms and use guest facilities in the hotel at will for non-work reasons.

3. When employees want to leave the hotel during working hours, they should fill in the departure form and sign it by the department head before leaving the hotel.

Nine, hotel safety.

1. When employees enter or leave the hotel, security personnel reserve the right to check their belongings at any time.

2. Employees are not allowed to leave the mall with luggage or parcels. Under special circumstances, the head of the department must issue a pass when going out, and take the initiative to hand it over to the doorman when leaving the store, and the security department will put it on record. Chapter IV Fire Safety

The hotel is equipped with a standard fire fighting and alarm system. Every employee must be familiar with and understand the correct use of firearms and fire-fighting equipment, and memorize the fire stairs and evacuation routes of the hotel.

First, fire prevention:

* Abide by the prohibition of smoking in relevant places.

* It is forbidden to leave cigarette butts or other combustibles in elevators, cotton goods delivery places or waste paper baskets.

* Waste paper, dirty blankets, dirty cotton cloth or other flammable items shall not be piled up anywhere in the hotel to prevent flammable sources.

* Not allowed to be placed near the stove or high wattage electric lamp.

* containers containing inflammable and explosive articles shall not be stored in the building.

* Any employee who finds that cigarette butts are still smoking should put them out immediately.

* If wires are found to be loose, worn and broken, power sockets and electrical appliances are damaged, etc. , should immediately report to the engineering department, in order to repair in time.

* Chefs must check the safety status of fuel pipes, burners, switches and other facilities before going to work. If leakage is found, the valve should be closed and reported to the engineering department.

* The chef must check all kitchen equipment and close all valves before coming off work.

Second, the volunteer fire committee:

Include the following personnel:

1, deputy general manager; 2. Manager of Security Department; 3. Executive housekeeper;

4. Fire chief; 5. Manager of Engineering Department; 6. Front Office Manager; 7. Food and Beverage Manager.

The fire committee shall hold regular meetings to check the fire-fighting equipment and ensure the implementation of fire-fighting work.

Third, the fire alarm program

When a fire alarm occurs in the fire control room, the personnel on duty in the fire control center should immediately find the fire alarm indicator board and take the following measures:

1, notify the patrol safety officer to find out the fire location and report to the security manager and the duty manager immediately.

2. Keep close contact with the floor attendant and be ready to help.

The floor attendant will take the following measures:

1. Check the floor indicator board to determine which room has a fire alarm.

2. Check whether there is a fire. In case of fire, inform the operator to call 1 19 to call the police.

3. If a false fire alarm is found, the patrol safety officer shall immediately report to the security manager (during the day) and the manager on duty (at night).

In order to find out the reason, reset and cancel the alarm in time.

Four, fire extinguishing procedures:

After the disaster, the chief engineer/manager of the security department immediately notified 1 19 while directing the fire fighting.

Employees involved in hotel fire fighting should follow the following procedures:

1, hydraulic report to the maintenance center, pay close attention to the fire pump and water supply system.

2. The electrician should report to the lobby and cut off the power supply as instructed.

3, security personnel to report to the lobby, and accept the instructions of the chief engineer/security manager, to assist in fire fighting and evacuation.

4. The elevator will be out of service. When the fire brigade arrives, they will take over the command to put out the fire until it goes out.

Verb (short for verb) Evacuate:

The general manager of the hotel issued the evacuation decision, and the chief engineer, the security manager (during the day) and the manager on duty (at night) organized the implementation.

1, the room attendant should knock on the door to inform all guests to check and inform them to leave the room immediately.

Stop anyone from using the elevator.

3. The room attendant leads the guests to evacuate from the stairs and the building and gather at the designated place.

4. The floor supervisor/employee should quickly check and close all guest room doors, windows, corridor doors and side doors, and then leave the site.

Chapter V Regulations on Rewards and Punishment

First, excellent employees:

The hotel conducts monthly assessment according to the job responsibilities of each employee, and conducts appraisal at the end of the year. The hotel will give honors and rewards to those who are rated as excellent employees.

Second, reward and promotion:

Those who make outstanding contributions in improving management, improving service quality and economic benefits, or create outstanding achievements in the daily work of the hotel will be rewarded or promoted.

Three. Types of disciplinary action/dereliction of duty:

1. Disciplinary actions include verbal warning, corrected interview, written warning, dismissal warning, unpaid leave, dismissal, termination of contract or dismissal. The Department Manager shall issue the Dereliction of Duty Form, which shall be signed by the derelict employee, and one copy shall be sent to the office for filing.

2. Dereliction of duty is divided into three categories: A, B and C, and the Employee Dereliction Form must be filled in for any category, and the floating salary shall be deducted accordingly.

3. Where the fourth class A dereliction of duty occurs, it will be punished by leaving without pay for three days, and if it is left without pay for more than two times, it will be dismissed. 10% floating salary will be deducted for every dereliction of duty.

4. In case of the third B-level dereliction of duty, the employee shall be dismissed without pay for three to five days and the second time without pay.

5. Anyone who commits Grade C dereliction of duty will be given leave without pay, resignation warning and even dismissal, depending on the seriousness of the case.

6. When an employee leaves his post without pay in violation of hotel rules and regulations, 50% of the benefit salary of the current month will be deducted, and part of the basic salary will be deducted on a daily basis.

7. Employees who are suspended due to violation of hotel rules and regulations are not allowed to enter the hotel during their suspension. The suspension, termination and dismissal of employees shall be proposed by some supervisors or offices and approved by the general manager.

First-degree dereliction of duty

1, late for work;

2. Do not use the designated employee channel;

3. The instrument is untidy;

A long hair;

B dirty hands;

C standing posture is incorrect;

D put your hands in your pockets;

E sleeves and trouser legs are rolled up;

F does not meet the appearance requirements;

4. AWOL from work or wandering in other departments;

5. Non-conforming calls;

6. Damaging work clothes or leaving the hotel in work clothes;

7. Absence from training courses;

8, in violation of the hotel staff code;

9. Enter the hotel ballroom, bar or other public places;

10, listen to the radio, tape recorder or watch TV at work (except for training or work needs);

1 1, go to work to do private affairs, read books and newspapers and magazines;

12, bringing his wife, husband, boyfriend and girlfriend into the hotel without permission;

13, use the guest lounge and toilet;

14, wearing work clothes into the store (except for buying things for guests);

15, the use of passenger elevators (except those agreed) and passenger transport equipment;

16. Use hotel stationery to handle personal affairs;

17, making loud noises or making indecent habits in public places where guests can see and hear;

18, gathering in hotels, public places and other places to discuss personal affairs;

19, violating the locker room regulations.

Class b dereliction of duty

1, do not punch in or instruct others to punch in for themselves and others;

2. Not polite to guests and colleagues;

3. Hotel property losses caused by negligence;

4. Concealing the accident;

5. Refuse to check the package, handbag or employee ID card;

6. Refuse to carry out the instructions of the administrator/department head;

7. doze off at work;

8. Change the work card;

9. Violation of safety regulations;

10, drinking in the hotel;

1 1, enter the guest room (except for work);

12, swearing;

13, changing the shift, rest day or rest time without permission;

14, too close to the guests and beyond the scope of work;

15, smoking outside the designated place in the staff canteen;

16, not reporting property shortage;

17, littering in the hotel;

18, failing to comply with fire regulations;

19, damaging public property;

20. Poor performance or low efficiency;

2 1, disobeying the reasonable and lawful orders of the supervisor or superior;

22, unauthorized configuration of any key within the scope of the hotel;

23. Making false or defamatory remarks that affect the reputation of hotels, guests or other employees.

Class C dereliction of duty

1, endangering anyone in the hotel;

2. Beating others or fighting with each other;

3. Ask customers for tips or other rewards;

4. Conduct unreasonable transactions;

5. Revealing hotel secrets;

6. Private exchange of foreign exchange;

7. flirt or bully others;

8. Bribery;

9. Stealing the property of hotels, guests or others or taking food and drinks from hotels and guests;

10, which violates the store rules and causes significant impact or loss;

1 1, gambling or watching gambling in hotels;

12, intentionally damaging fire fighting equipment;

13, violating any criminal offence of the state;

14, intentionally damaging the bulletin board or public property or other people's articles;

15, lost, copied or used the master key without authorization;

16, absenteeism.

Chapter VI Others

A, staff bulletin board:

There is a bulletin board in the staff passage. The latest information, hotel news and notices, sports activities, rules and regulations, safety matters and memos will be posted on the bulletin board. Bulletin boards are an important medium for disseminating information, and employees should read them frequently. Under normal circumstances, the hotel only authorizes the office to issue and post.

Second, the staff suggested that:

If there is anything that needs employees to improve service and strengthen safety; Please submit your opinions or suggestions on increasing income, reducing costs and improving the relationship between employees and the company to the office in writing. The office welcomes your suggestion and will study it carefully. Once adopted, the relevant employees will be rewarded by the hotel.

Chapter VII Revision

Hotel staff handbook can be revised or updated according to business needs.

If there is any discrepancy between this manual and the official announcement of the hotel, the official announcement of the hotel shall prevail.