hotel employee handbook

table of contents

1. Preface ................................................................................................................................................. Human resource management system ............................................................................................................................................................................. Service specification for restaurant waiters ............................................................................................................................................................................ Hotel procurement management system ...................................................................

X, Use and revision of employee handbook ........................................................................................................................................................................... Human resource management system

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IV. Hotel staff's rules and regulations

(1) Work attitude

1. Strictly abide by the hotel's rules and regulations and complete all the work accurately and timely according to the hotel's operating procedures.

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

3. Employees should arrive at their posts in advance to make preparations on the basis of the prescribed working hours; Do not leave without leave or leave early during working hours. At the end of work, employees on duty are not allowed to leave their posts before the next employee arrives. Employees should leave the hotel within 31 minutes after work if they have no business.

(2) gfd

employees should keep the following best image at all times.

1. Take a bath every day, maintain personal hygiene, and have no bad breath.

2. Always keep the work clothes clean, tidy and intact.

3. The employee's name brand is not worn, and it should be worn on the left chest.

4. The nails are clean, neatly trimmed, without long nails and stained with colored nail polish.

5. clean hair, trim or comb it neatly; Do not perm or dye your hair; Male employees' hair should not reach ears or collars; Female employees should tie their long hair in a bun and tie it neatly behind their heads.

6. Wear light makeup and use a small amount of light perfume; Keep your face clean and hygienic.

7. Wear only one watch and one wedding ring.

8. Leather shoes must be kept clean and shiny.

9. Wear the work socks distributed by the hotel, or wear your own socks with similar colors and styles, and keep them intact and clean.

(3) Pass

1. Pass is only used as the employee's identification in this hotel and the voucher for entering and leaving the hotel area.

2. The pass belongs to the property of the hotel and cannot be transferred or lent to others. It must be returned to the hotel when you leave.

3. employees should take good care of their passes. If it is lost or damaged, you need to apply for a replacement, and pay a fee of 11 yuan; The damage of employees six months after applying for a new certificate belongs to reasonable natural loss and can be exempted from paying compensation.

(4) employee name tag

1. The purpose of wearing employee name tag is to enable guests and hotel managers to identify the names of service personnel and facilitate the supervision and management of services.

2. On duty, the employee's name tag must be worn on the left chest of the uniform according to regulations, and the name tag should be kept intact and clean.

3. The famous brand belongs to the property of the hotel and cannot be transferred or borrowed from others. It must be returned to the hotel when leaving the company; If it is lost or damaged, you should apply for a replacement in time and pay a fee of 11 yuan.

(5) employee work clothes

1. The hotel determines the style and distribution quantity of work clothes according to the work needs, and provides free washing service.

2. Employees must wear work clothes according to regulations during the duty period, and ensure that the work clothes are in good condition and clean, and shall not be modified without authorization; If there is any damage, it should be handed over to the housekeeping department for repair in time.

3. Employees' work clothes belong to the property of the hotel and cannot be transferred or lent to others. They must be returned to the hotel when they leave; If it is lost or damaged without reason, it must be fully compensated according to its value.

4. You are not allowed to wear work clothes outside the hotel or take them out of the hotel without approval, except for work needs.

(6) locker for employees

1. The hotel provides locker for each employee, and employees can share locker when necessary.

2. The locker should be kept clean and tidy, and personal valuables and dangerous goods should not be stored except personal work clothes and articles uniformly provided by the hotel. It is strictly forbidden to hide hotel items in personal locker.

3. The locker is for personal use, and it is not allowed to lend it to others or exchange it without permission; The key of the locker shall be properly kept, and shall not be added or transferred without permission. If it is lost, it shall be reported to the Security Department immediately, and it shall be replaced after verification, and the employees shall pay the relevant expenses.

4. The security department is solely responsible for the employee locker, and the security department will check the employee locker with the Human Resources Department from time to time.

5. employees must abide by the safety and health management system of the locker room. The bathroom in the locker room is only for the use of employees in the hotel after work. Employees are not allowed to bring outsiders in to take a bath, and they are not allowed to wash or dry clothes in the locker room bathroom.

6. Employees should return the locker and keys to the hotel completely when they leave their jobs, or they will be fined 5 yuan.

(7) Dining for employees

1. Every working day, employees can enjoy the free working meals provided by the hotel for their own use.

2. Without permission, employees are not allowed to take working meals and tableware out of the staff canteen.

3. The working lunch time is 31 minutes, and the dining schedule is made by the HR manager. Employees should leave the exit immediately after eating, and must not stay in the staff dining room, so as not to affect the dining of other employees.

4. employees eat with meal vouchers, and overtime employees will be issued with meal vouchers by the human resources department.

5. Employees are not allowed to drink alcohol in the dining room, and receive proper amount of food as needed. It is strictly forbidden to waste food.

6. The meal voucher is not transferable, non-refundable, and will be invalid upon expiration; Those who feed or lend meal vouchers to others will be punished accordingly.

7. After eating, you should consciously clean the desktop and put the tableware and garbage in the designated place.

(8) Employees sign in

1. Employees must personally sign when they arrive or leave their jobs, and record the exact time when they arrive at their jobs. Failure to sign in without reason will result in disciplinary action.

2. After the employee's Sign-in Form is signed by the department manager, it is submitted to the Human Resources Department for review, which is the main basis for issuing salary.

(IX) Commuting regulations

Employees must go in and out of the hotel through employee doors, employee passages and employee elevators. Without approval, you are not allowed to walk through the lobby door, take the passenger elevator and cross the public area for guests.

(11) Use of guest facilities

All guest service facilities in the hotel are specially set up for guests. Employees are not allowed to use guest service facilities such as guest rooms, restaurants, guest toilets and elevators at any time without the approval of management personnel.

(11) Provisions on Leave

1. Employees applying for any leave must submit a written application to the department manager in advance, and can enjoy it only after it is approved by the department manager and the human resources manager.

2. Holidays that are not approved or do not meet the leave formalities will be regarded as absenteeism. Please refer to the contents of "Employee Benefits" for the application of various holidays.

(12) Employee complaints

1. When employees encounter difficulties or dissatisfaction in their work, they can directly report them to their immediate leaders.

2. If the immediate leader can't give a satisfactory answer, the employee can directly report to the department manager, who should try his best to solve the problem and consult the Human Resources Department if necessary.

3. If the department manager fails to give a satisfactory solution or thinks that the complaint is inconvenient for the department manager to know, the employee may appeal to the HR manager or general manager in writing.

4. employees should ensure the accuracy and objectivity of complaints, so as to facilitate the investigation and handling of things.

(XIII) Handling of guest complaints

1. All employees must listen carefully to the guest's complaints about hotel facilities or services and try to deal with them according to the guest complaint handling procedures.

2. If the time for complaining is beyond your ability or authority, you should immediately ask the assistant manager of the lobby or the department manager for help.

(14) picking up things in the store

Any things found by employees within the hotel area belong to the hotel, and they should immediately report to the department manager or the assistant manager of the lobby, and the department will send them to the security department for registration and safekeeping.

(15) confidentiality provisions

1. Employees should keep the plans, procedures and business of the hotel confidential. Without the consent of the hotel management, you are not allowed to disclose, transmit or publish any hotel affairs, and you are not allowed to exchange or publish any documents, secretaries, materials, photos or letters of the hotel.

2. The transaction information of hotels or guests should be regarded as top secret. Any act of leaking secrets will be severely disciplined and the relevant parties will be held accountable.

(XVI) Smoking regulations

Smoking is harmful to health. I hope every employee will not smoke. Smoking is not allowed anywhere except the smoking area designated by the hotel.

(XVII) regulations on tips and gifts

employees are not allowed to accept tips and gifts from guests, and they are not allowed to ask for them openly or implicitly. If the guest offers, he should first decline politely and explain the situation; If the guest insists that he can't refuse, he should accept it politely and thank him first, and then report it to the superior and hand it in for registration.

(18) Handling personal affairs

1. Employees can make personal calls by using the magnetic card public telephone specially set up for employees in the hotel; However, during working hours, except in special circumstances, employees are not allowed to use the hotel telephone for private purposes without approval.

2. During working hours, employees are not allowed to receive any form of private visits in the hotel (especially at work); If special circumstances need to be approved by the department manager, the security department will register and arrange a special meeting place. The security department has the right and obligation to prohibit any private visitors from entering the hotel administrative area or work area.

3. Employees' personal letters and packages should not be sent to the hotel as far as possible, and the hotel will not bear any responsibility for the loss of employees' personal letters.

V. Work specification of cashier in front office

1. The cashier in front office should keep close contact with the supervisors of each floor, arrange the detailed list according to the departure time of the guests, and wait for the guests to come to check out.

2. The cashier in the front desk collects the accommodation deposit from the guests according to the planned number of days of stay according to the Accommodation Registration Form transferred from the reception desk. For the guest who holds a credit card, it is necessary to check whether the credit card is valid, issue a receipt of advance accommodation deposit (in triplicate), keep one copy, fill the deposit in the advance deposit column of the Accommodation Registration Form (in triplicate) and stamp it, and put it in the guest bill box with the Accommodation Registration Form. The second copy will be handed over to the guest together with the stamped Accommodation Registration Form, and the triplicate will be handed over to the Finance Department for payment attachment.

3. If the guest needs to extend the stay, the floor attendant will inform the guest to pay the deposit at the cashier in the front hall (the collection procedure is the same as above). The cashier should check whether there are any guests who have extended their stay every day and provide the check to the service desk on each floor.

4. When the guest checks out, the cashier in the front desk should provide services to the guest actively, enthusiastically and quickly

(1) When the individual checks out, the floor attendant should first call the cashier to check out, and then the guest should bring the Accommodation Registration Form returned from the floor to the front desk to check out.

(2) after receiving the guest's departure notice, the cashier immediately asks the restaurant cashier, coffee shop, telephone switchboard, laundry room, etc. if there is any bill, please transfer it immediately.

(3) Take back the Accommodation Registration Form and the advance receipt of the accommodation deposit, then take out the document from the bill box, check the advance deposit, enter it into the computer to settle the account, issue a accommodation invoice in triplicate, one copy will be kept for future reference, and two copies will be handed over to the guests. The triplicate and the accommodation registration form will be bound together and put into a special paper bag for settlement vouchers, and the accommodation registration form returned by the guests will be sent to the information desk in time.

(4) When the guest pays the bill, the cashier should politely inform the guest of the amount of money collected and return it.