xx酒店管理公司sop体系人力资源管理制度

1、陕西嘉盛酒店管理公司 sop 体系人力资源管理制度人力资源管理制度Standard Operating ProceduresHuman Resources人力资源部操作程序Policy NoSubject政策编号主题HR-01Manpower AdministrationHR-02人员预算管理Classification of Employment职位分类HR-03Recruitment PolicyHR-06Confirmation of ProbationHR-07Promotion Transfer招聘政策HR-04Employment Procedure入职程序HR-05New Emp

2、loyee Orientation入职培训试用期转正HR-08Separation晋升和调职员工离职手续HR-09Salary PaymentHR-10工资支付Employee Attendance Salary Deduction onAbsenteeismHR-11员工考勤及工资减扣Working Hours Duty Roster工作时间及排班HR-12Salary Administration工资管理HR-13Leave休假HR-14Overtime CompensationHR-16Duty Meal in Staff Canteen加班补休HR-15Medical Benefits

3、 Consultation医疗福利及就诊程序员工餐厅工作餐HR-17Grievance Procedure员工投诉程序HR-18Disciplinary Procedure纪律处分程序HR-27Hotel Training ClubHR-19Employee Birthday Party员工生日会HR-20Name Tag名牌HR-21Grooming Standard仪容仪表标准HR-22Compensation to Damages破损赔偿HR-23Working Injury工伤HR-24Employee Notice员工公告HR-25Staff Exit员工通道HR-26Guest R

4、oom Experience客房体验程序酒店培训俱乐部HR-28Language Test Allowance语言考试及津贴HR-29Monthly Training Plan月度培训计划HR-30Local Staff Benefits Chart本地员工福利表Page 1Approved by GeneralHR-31On the Property Training酒店培训HR-32Internal Cross Training店内交叉培训HR-33Hotel Sponsored Training酒店资助的培训HR-34Staff Locker员工更衣柜HR-35Trainees Casu

5、al Labor培训生及临时工HR-36Performance Review员工工作评估STANDARD OPERATING PROCEDURESSubjectManpower AdministrationEffective Date Oct 01 2003人员预算管理Policy No HR-01Issued by HR DirectorManagerDistributionSeniorExecutiveCommitteeDepartment Heads AB All EmployeesObjective 目的The purpose of this policy is to establis

6、h guidelines for determining and controlling annual headcount requirements for the Hotel此政策鉴于更好的控制年度人员预算符合酒店的正常运作Policy Statement 政策说明It is the policy of Goodwin Hotel to review and approve headcount budget annually for each department that would represent the imum staffing establishment that may be

7、 brought on board each year Except in extreme cases requisitions for additional headcount are normally disapproved嘉盛酒店政策规定各部门总监或经理每年应对本部门的人员编 制和预算进行复查修改并确认每年的最高人员预算年度预算被批准 后除特殊原因要求增加的人员一般是不予批准的Procedures 程序As part of the annual budget all Departments Heads shall propose their manpower budget for the

8、 forthcoming year inSeptember for their Division Heads endorsement with elaborated justification of the manpower changes if there is any作为年度预算的一部分所有部门经理应在每年的九月份准备来 年的人员预算如有任何变动各部门都应解释说明呈报审批The manpower budgets shall then be studied by the HumanResources Director after which all manpower budgets will

9、 be compiled and submitted to the General Manager for approval各部门的人员预算由人力资源部审核后报总经理审批Final approval will be sought from the General Manager andOwners before budgets becomes effective所有人员预算在实施前必须获得总经理和业主的批准Department Heads who wish to increase the departmental authorized headcount requirement during

10、the year shall seek approval from General Manager and Financial Controller via theHuman Resources Director Justification for the additional headcount is required and approved by the Owners如果部门经理希望在本年度内增加部门的人员编制必须经总经 理财务总监和人力资源的审批增加的人员和具体说明应获得业主的 批准STANDARD OPERATING PROCEDURESSubjectClassificationof

11、 EmploymentEffective Date Oct 01 2003职位分类Policy NoHR-02Issued byHR DirectorPage 5 Approved by General ManagerDistributionSeniorExecutiveCommitteeDepartment Heads AB All EmployeesObjective 目的The purpose of the policy aims to define the terms and conditions of work and employment benefits entitlements

12、 for the different grades and categories of employees这项政策的目的在于根据不同的级别和范畴区分工作情况和员 工福利Policy Statement 政策说明It is the policy of the Goodwin Hotel to define and classify the grades and categories of our employees into SeniorExecutive Committee Department Heads Supervisors and GeneralEmployees and Expatr

13、iate and local employees respectively嘉盛酒店规定限定和区分员工的级别和种类分为高级行政委员 会部门经理主管普通员工和本地员工Procedures 程序There are 5 grades of Employees员工级别有 5 种SESenior Executive Committee高级行政人员Department Head A- AA级部门经理Department Head B- BB级部门经理Senior Supervisor SupervisorSS高级主管主管General Employee - Grade 1 and 2 - G1G2普通员工一

14、级和二级Trainee Casual Labor培训生临时工Please refer to Manning Guide for different grades ofEmployees请查阅不同级别员工人员配备指南There are 4 categories of employees4 种类别员工21 Overseas Expatriates - Overseas PackageEmployees who are recruited from overseas外籍员工定居海外在海外招聘的员工22 Overseas ExpatriatesLocal PackageOverseas Employe

15、es hired on a local package外籍员工当地居住在本地招聘的外籍员工23 Local Employee 本地员工Employees who are local people having long stay within thecity concerned此类员工是在相关城市长期居住的本地人24 Local ExpatriateEmployees who are Chinese nationals hired from outside ofcity where the Hotel is located此类员工是在当地酒店工作的具有中国国籍的其它城市的人Hotel Huma

16、n Resource Position Policy人力资源职位政策Level SE General Manager 总经理Resident Manager 驻店经理Deputy General Manager 副总经理Asst to General Manager 总经理助理Financial Controller 财务总监Level A Director of Rooms A1房务总监 A1Human Resources Director A1人力资源总监 A1Director of Sales Marketing A1市场营销总监 A1Director of FB A1餐饮总监A1工程总

17、监 A1财务副总监 A2Director of Engineering A1Deputy Financial Controller A2Level B1 Chief Accountant 总会计师Food Beverage Manager 餐饮部经理Executive Chef 行政总厨EDP Manager 电脑部经理Purchasing Manager 采购经理Human Resources Manager 人事经理Training Manager 培训经理Director Of Sales 销售总监Front Office Manager 前厅部经理Executive Housekeep

18、er 行政管家Security Manager 保安部经理Level B2Executive Assistant行政助理Credit Manager 信贷经理Cost Controller 成本控制经理Asst Purchasing Manager 采购部副经理Asst Chief Engineer 行政副厨Sales Manager 销售经理PR Manager 公关经理FB Outlet Man ager Beverage Man ager Cafe Man ager Chin eseRestaurant Banquet Manager餐饮部营业部门经理酒吧经理西餐厅经理中餐厅经理宴会经理

19、Catering Manager 餐饮经理Chief Stewarding 管事部经理Outlet Chef Western Kitchen Chef Sous Chef Pastry ChefChinese Kitchen Chef营业部门厨师西厨房厨师长副厨师长饼房厨师长中厨房厨师长Asst FO Manager 前厅部副经理Asst FO GSM 宾客服务经理Chief Concierge 礼宾部经理Asst Executive Housekeeper 行政管家助理Laundry Manager 洗衣房经理Health Club Manager 康乐部经理Asst Security Ma

20、nager 保安部副经理Level SSEngineering Duty Manager SS 工程部值班经理Sous Chef SS 西厨房副厨师长HR Officer Training Officer SS人事官员培训官员GSM-Service Center SS 宾客服务经理服务中心Asst Pastry Chef SS饼房副厨师长Security Duty Manager SS 保安部值班经理Staff Canteen Supervisor SS员工餐厅主管Level S Accountable for the quality of all work performedincludin

21、g managementShiftwithin their area of responsibilityLeader责任所在区域的所有工作表现及质量包括管FB Outlet Supervisor S餐饮部各餐厅主管理领班Translator S 翻译Secretary to Executive Committee Member Level A S行政委员会成员秘书Payroll Master S 工资员AP AR Supervisor S 应付应收主管EDP Assistant S 电脑部助理Purchasing Officer S 采购官员Income Audit S 收益审计Cashier

22、 Supervisor S 收银主管Engineering Section Supervisor S工程部区域主管Doctor S 医生Staff Canteen Chef S 员工餐厅厨师长PR Assistant S 公关部助理Sales Executive S销售助理Reservation Supervisor S预订部主管FB Secretary S 餐饮部秘书Stewarding Supervisor S管事部主管Chef De Partie S 厨房主管Front Desk Supervisor S GSO Supervisor S前台主管宾客服务主管Club Floor Supe

23、rvisor S行政楼层主管行李房主管Bell Section Supervisor SHousekeeping Supervisor Floor Supervisor PA SupervisorLaundry Supervisor UL Supervisor S保安部主管总客房部主管楼层主管公共区域主管洗衣房主管布草制服房主管Security Supervisor S General Cashier S出纳Level G1Possess specialized skillsand or tradequalifications拥有专业技能和行业认证Purchasing Assistant 采购

24、助理Asst Income Audit 收益审计助理工程部高级Night Audit 夜间审计Engineering Senior Skilled Worker技工Storekeeper 库管员Training Assistant培训助理Hygiene Officer 卫生官员Canteen Senior Cook 员工餐厅高级厨师Sales Coordinator 销售联络员Artist 美工Reservation Clerk 预定员FB Outlet Captain餐饮部各营业部门领班FB Hostess 餐饮部领位Butcher 肉案厨师GSO-Reception 前台接待PABX Op

25、erator 总机接线员GSO-Lobby Welcome Officer 大堂门迎Driver 司机Bell Captain 行李房领班Level G2Basic manual duties across all work areas所有工作区域的基本工作职责Department Clerk 各部门文员Cashier 收银员Engineering Basic Skilled Worker工程部普通技Staff Canteen Cook 员工餐厅厨师FB Service Attendant 餐饮部服务员Butler 贴身管家Bartender 吧员Commis Chef qualified 厨

26、师助手有资格的Bakers 面点师FB Kitchen Cook 餐饮部厨师Kitchen Artist厨房冷盘雕花Bellman 行李生Order Taker 点单员Floor Room Attendant 楼层服务员Health Club Attendant康乐部服务员Guest Laundry Checker 客衣检查员Tailor 裁缝Security Guard 保安Gardener 园丁Boiler Attendant锅炉工Poutary Preparation 粗加工FB Kitchen Help 餐饮部厨房帮工PA Attendant 公卫服务员Window Cleaner 门

27、窗清洁员Steward 管事员Timekeeper 打卡员Vegetable Cleaner 蔬菜清洗员洗衣Cafeteria Attendant 员工餐厅服务员Laundry Attendant Washer Presser etc房服务员Linen Room Attendant 布草房服务员Pantry Helper 餐具室助手STANDARD OPERATING PROCEDURESSubject Recruitment PolicyEffective DateOct 01 2003招聘制度Policy NoHR-03Issued byHR DirectorPage 7 Approved

28、 by General ManagerDistributionSeniorExecutiveCommitteeDepartment Heads AB All EmployeesObjective 目的To clearly establish the control parameters associated with the effective planning and recruitment of manpowerfor the best utilization of Hotel对与人力计划及招聘相关的各项控制细则作出明确规定从而达 到酒店对人力的最佳利用Policy Statement 政

29、策说明It is the policy of the Goodwin Hotel to clearly outline the procedures pertinent to the recruitment and employment of personnel within the Hotel嘉盛酒店政策规定对与酒店员工招聘及雇佣有关的所有程序应 进行明确说明The approved manning guide is to be strictly adhered to No position can be physically filled without an approved Perso

30、nnelRequisition Form严格遵守已获得批准的人员配备指南在人员请雇单未获批准前 不得对任何职位空缺进行补充Selections should be based on qualifications experience and skill as specified in the approved personnel specifications对人员的选择应基于获准的人员请雇单上所列各项资历经验及 技能要求Promotion should be from within the Hotel whenever possible升职应尽可能首先考虑酒店内部员工Upon approval

31、 of the General Manager the Human ResourcesDirector shall be responsible for the formulation execution and revision of the Human ResourcesStandard Operating Procedures for the recruitment and employment of all employees总经理批准后人力资源总监负责对与酒店员工招聘及雇佣相关 的人力资源标准运行程序进行寿命执行和修改Procedures 程序1 Replacement of Emp

32、loyees人员更换As vacancies arise the Department Head concerned has to complete and submit a Personnel Requisition Form to their respective Division Head for approval and forward to the HumanResources Director The Human Resources Director will thenvalidate the request and forward the Personnel Requisitio

33、n Form to General Manager for approval Upon receipt of the approvedPersonnel Requisition Form the Human Resources DirectorPersonnel Manager will take action to fill in the vacancy and provide feedback to the Department Headconcerned by returning a copy of the approved Personnel Requisition Form出现空缺后

34、相关部门经理须填写人员请雇单并由其部门总监审 批后转给人力资源总监人力资源总监审批后将人员请雇单转至总经 理处人力资源总监人事经理收到由总经理批准的人员请雇单后进行 人员招聘补充空缺并将获准的人员请雇单的复印件反馈相关部门2 Additional Employees 追加员工Under special circumstances it maybe necessary to recruit additional resources not budgeted for In this instance theDepartment Head concerned has to submit the Pe

35、rsonnelto their Divisionthe Human ResourcesRequisition Form with written justificationHead for endorsement and forward toDirector The Human Resources Directorwill review the request with theDivision Headmakeandtheappropriate remarks and forward to the Financial ControllerGeneral Manager for approval

36、 Once approval is given the HumanResources Director will take necessary action to fill vacancy特殊情况下会有必要招聘预算外的员工此时相关部门经理须将 人员请雇单连同一份书面说明递交部门总监进行批示后转至人力资 源总监人力资源总监与部门总监就其申请进行研究后作出必要说明 转交财务总监及总经理审批审批通过后人力资源总监将采取必要行动填补空缺3 Filling of Vacancies填补空缺The Human Resources Director should ensure that the follow

37、ing priority will be given in filling vacancies人力资源总监在填补空缺时应首先考虑以下因素31existing employees of the Hotel酒店现有员工32transfer酒店内部申请调职且符合要求的员工qualified Employees within the Hotel who apply for33qualified applicants who are referred by existingEmployees 酒店员工推荐的合格人选34 external applicants店外申请人外部招聘雇佣程序External R

38、ecruitment Hiring Procedures41 Employment Application Form 求职申请表External applicants are required to complete theEmployment Application Form detailing their personal data academic qualifications employment records and with one recent photograph attached Issuing and returning of Application Forms are

39、to be centralized and forwarded to the Human ResourcesOffice Applications returned through other Department Heads orEmployees shall be sent to Human Resources Office directly in店外申strict confidence without putting any comments that could possibly lead to a biased conclusion on the applicant 请人须在求职申请

40、表上详细填写其个人信息资历工作经历并附一张 本人近照发放及收转求职申请表应由人力资源部负责经由其他部门 经理或员工的申请表须直接转给人力资源部同时严格保密不做任何筛选求职申请可能导致对求职者判断偏差的评论42 Screening of ApplicationsPrior to the first interview the Human ResourcesDepartment will screen all the applications第一次面试前人力资源部颁将对所有求职申请进行筛选The following applicants will not be considered以下列出的申请人

41、将不予考虑Immediate family members of current Employees在职员工的 直线亲属Employees who were dismissed by the property under GoodwinHotel or other hotels 被嘉盛酒店或其他酒店开除的人员Employees who resigned from the property under GoodwinHotel within the last 3 months从嘉盛酒店辞职不三个月的人员Applicant who are physically unfit to work for

42、the job they have applied for有犯身体状况不适合其所申请之职位的人员Applicant who were previously convicted of a crime 罪前科的申请人43 First Interview 初次面试All applicants have to be initially interviewed by theHuman Resources Department The Human Resources Department shall verify the personal data provided by the applicants a

43、nd also inquire the applicants salary expectation with the form of Interview Evaluation所有申请人须首先经过人力资源部面试人力资源部将使用面试 评估表核实申请人的个人信息询问其工资要求If found suitable the Human Resources Department shall arrange the applicant for a second interview by the DepartmentHead concerned with the completed Interview Eval

44、uation form resume references and other relevant documents如认为适合人力资源部将安排申请人与相关部门经理进行复试 同时附上已填写的面试评估表简历相关证明及其他文件If the applicant is found unsuitable or immediate feedback is not possible the Human Resources Department shall keep the applicant informed of the status in a sincere direct and timely manne

45、r如认为申请人不合适或不能及时反馈意见人力资源部须真诚直接并及时向申请人说明情况Second Interview 第二次面试The Department Head concerned shall be responsible for examining the suitability of the applicant referred from thecharacteristicsHuman Resources Department on basis of personaltechnical competence and job skill requirements相关部门经理应负责对人力资源

46、部推荐的申请人就其个性专业 水平及工作技能方面进行考察确定是否符合要求The rating and comments of applicant shall be clearly stated on the appropriate column of the Application Form along with the signature of the interviewer面试者应在求职评估表的相应栏目内清楚填写对申请人的评分 及评语并签字If the applicant is found suitable for employment the responsible Department

47、Heads shall consult with the HumanResources Director to determine the starting salary in accordance with the following guidelines如认为申请人可胜任相关部门经理须与人力资源总监根据以下此职位所对应方针商定其起始工资The salary scale applicable to the position 的工资级别Internal relativity ie salaries of other Employees holding samesimilar position内

48、部对比目前任相同或相似职位员工的工资Qualification experience present salary and salary expectation of the applicant申请人的资历经验目前工资及工资要求The responsible Department Head shall inform the successful candidate the following during the interview相关部门经理应在面试时向面试成功的申请人告知以下事项- The position s offered所提供职位An oral indication of the p

49、roposed startingsalarywithout commitment 对起始工资的口头提议而非承诺- The applicants proposed commencement date对申请人到职日期的提议Employees selected for Department Head level positionsshall be introduced to the General Manager beforefinalconfirmation of employment 为部门经理级别挑选的申请人须在最终确认雇佣前介绍给总经理The following hiring positio

50、ns have to be interviewed byour General Manager finally以下职位的人员雇佣必须最终由总经理面试决定Chief Accountant 总会计师Credit Manager 信贷经理助理总工Purchasing Manager 采购经理Assistant Director of Engineering程师副总监门经理Personnel Manager 人事经理Training Manager 培训经理Assistant Director of Sales Marketing营销Sales Manager 销售经理Public Relations

51、 Manager公关经理Food Beverage Manager 餐饮经理Food Beverage Outlet Managers餐饮营业部Assistant Front Office Manager前厅副经理Front Office Supervisor前厅主管Assistant Food Beverage Outlet Managers饮营业部门副经理Catering Manager 宴会经理Executive Chef 行政总厨Chinese Executive Chef 中厨厨师长Assistant Managers 大堂经理Guest Service Managers 客户服务经

52、理Club Floor Manager行政楼层经理Reservations Manager预定经理PABX Supervisor总机主管Chief Concierge礼宾部经理Executive Housekeeper行政管家Assistant Executive Housekeeper行政副管家Security Manager保安部经理Completed Employment Application Forms with theInterview Evaluation form must be returned to Human Resources along with other docu

53、ments in a sealed confidential envelop for necessary follow up action In case the applicant is interviewed and accepted by a representative of the requesting DepartmentHead the candidates application should route through the responsible Department Head Division Head for endorsement完整的求职申请表及面试评估表连同其他

54、材料须放入信封内密封后送返人力资源部进行必要后续程序如申请人是由相关部门经理 所派代表面试且认可的则其申请须再转交相关部门经理总监最终审If the applicant has failed the second interview therequesting Department Head shall if possible inform the applicants orally The Department Head shall put down regret orally or please regret on the form to indicate whether a letter of regret is requ