上海浦东香格里拉大酒店培训部制度与程序

1、trainingpolicies & procedurespolicies and procedurest 1.01training needs analysist 1.02training plant 1.03training meal allowancet 1.04training contracts and bondingt 1.05training requestst 1.06trainer of the yeart 1.07cross department trainingt 1.08cross hotel trainingt 1.09pre-opening task forcet

2、1.10training expensest 1.11training equipmentt 1.12staff orientationt 1.13training hourst 1.14training on hotel timet 1.15training roomst 1.16training recordst 1.17employee developmentt 1.18department buddyt 1.19department trainert 1.20succession planningt 1.21employee training & development progres

3、sionpudong shangri-la hotel shanghaihuman resources policy & procedure manualsubject : training needs analysis 培训需求分析prepared by : george zhang-tmreviewed by : dhrdate prepared : may 17.2004effective date : june 1.2004approved by : general managerpolicy no. : hr/t1.01distribution : all div/dept head

4、spage no. : 1 of 1communicate to : all hotel employeesi. purpose 目的to ensure that training department is actively seeking and analyzing training needs in a constant and consistent manner.确保培训部能积极，持续不断地为饭店分析培训需求i. guidelines 政策 i. training needs analysis should take place on a continuous basis. ident

5、ified needs will be addressed in the training plan.培训需求分析要持续有序，而分析出来的需求要在培训计划上有所体现ii. training needs can be identified by using the following sources of information :培训需求可以用以下方式进行分析： observation 观察 guest questionnaires 客人意见调查表 guest comments 客人评估 meetings with employees 员工会议 management reports 管理报表

6、management & employee surveys 管理人员与员工调查 audits/inspections 检查 performance appraisals 工作评估 records : accidents / absenteeism / labor turnover 记录：事故、缺勤，员工流动 exit interview reports 离职面谈 standards of performance 工作标准 job descriptions 职位描述 department goals programs 部门目标 productivity statistics 生产力统计 trai

7、ning course evaluations 培训课程评估 minutes of excom meetings 执行委员会会议记录 feedback from trainers meetings 培训员会议 introduction of changes i.e. new technology / services 新技术，服务的引进 training needs analysis questionnaires (to all levels) 培训需求分析问卷 pudong shangri-la hotel shanghai human resources policy & procedur

8、e manualsubject : annual training plan 年度培训计划prepared by : george zhang-tmreviewed by : dhrdate prepared : may 17.2004effective date : june 1.2004approved by : general managerpolicy no. : hr/t1.02distribution : all div/dept headspage no. : 1 of 2communicate to : all hotel employees i purpose 目的to en

9、sure that training needs are systematically addressed and budget is maximized to achieve the planned training. the plan will also serve as a direction for training goals and provide a mechanism for follow up and measurement of effectiveness of training. 为了确保培训需求得到系统的满足，最大的限度地利用培训预算实施计划的培训项目。培训 计划也是培

10、训目标实现的指导，为培训跟进与培训效果的衡量提供了依据。 ii guidelines 政策1. the training plan should commence in september/october each year.培训计划的制定开始于每年的九，十月份。2. the following factors will be taken into consideration:应考虑以下因素：(a) impact and effectiveness of current training programs目前培训项目的影响与有效性(b) training and development nee

11、ds resulting from the hotels business plan and goals.源于饭店经营计划与目标的培训与发展需求(c) training and development needs arising from the performance evaluation process.源于工作评估的培训与发展需求(d) training and development needs resulting from the training needs analysis源于培训需求分析的培训与发展需求3. the training plan will consist of f

12、our sections : 培训计划应包括以下四个部分：(a) management development 管理人员的发展(b) supervisory development 主管人员的发展(c) non-management staff development 非管理人员的发展(d) general e.g. orientation, fire, safety, languages etc. 普通课程如入职，消防，安全与语言等4. to simplify follow up and implementation, the training plan should be broken d

13、own into 12 monthly plans.为了简化跟进与实施，培训计划应细为月度计划5. the training plan will include evaluation tools to ensure that effectiveness of training is measured resulting in improved performance.培训计划应包括保证培训效果的评估手段 pudong shangri-la hotel shanghaihuman resources policy & procedure manualsubject : annual traini

14、ng plan 年度培训计划prepared by : george zhang-tmreviewed by : dhrdate prepared : may 17.2004effective date : june 1.2004approved by : general managerpolicy no. : hr/t1.02distribution : all div/dept headspage no. : 2 of 2communicate to : all hotel employees6. some examples of evaluation tools are :下面是几种可行

15、的评估方式：(a) performance monitor 服务质量评估(b) management reviews 管理回顾(c) labor turnover 员工流动(d) productivity statistics 生产力统计 iii. procedures 程序1. the training department will conduct training needs analysis.培训需求分析应由培训部制作2. based on the data collected from the tna, the training department will prepare a h

16、otel training plan taking into consideration.按照培训需求分析的统计数字，培训部将制作饭店培训计划。3. the training plan will be presented to all division and department heads for their feedback.培训计划将分发到所有表明总监或经理处以正确意见。4. the training plan will be revised incorporating the feedback and presented to the excom for approval. 培训计划

17、将根据表明总监或经理的反馈进行修改，再呈给excom以获得批准。 pudong shangri-la hotel shanghai human resources policy & procedure manualsubject : training meal allowance (cross/overseas training) 培训用餐补助 （交叉，境外培训）prepared by : george zhang-tmreviewed by : dhrdate prepared : may 17.2004effective date : june 1.2004approved by : ge

18、neral managerpolicy no. : hr/t1.03distribution : all div/dept headspage no. : 1 of 1communicate to : all hotel employees i. purpose 目的to establish meal allowance when a trainee participates in training outside of beijing (i.e. cross or overseas training). 使学员在外地参加培训时（交叉或境外培训得到用餐补助。ii. policy 政策1. wh

19、ere meals have not been organized as part of an organized training program, this policy will apply.本政策适于用餐安排不包括在培训项目之内的情况。2. whilst staying at shangri-la hotels, cwh employees who are entitled to meals at the edr should eat in the executive dining room of the trainer hotel. if the hotel does not hav

20、e an executive dining room, employees should eat in the employee restaurant.本饭店员工在香格里拉集团的饭店内参加培训时，如本员工有权在高职餐厅就餐，应在培训饭店的高职餐厅就餐。如培训饭店没有高职餐厅，则在员工餐厅就餐。3. cwh employees entitled to meals at the hotels employee restaurant will be allowed to eat their meals in the trainer hotels employee restaurant.在本饭店员工餐

21、厅就餐的员工应在培训饭店的员工餐厅就餐。4. if an employee participates in training where accommodation is not in a shangri-la hotel, employee will be entitled to a meal allowance of rmb 50 per day. this will be paid upon submitting receipts to training manager for verification.如果培训学员的住宿在非香格里拉饭店，其用餐费应是每天50人民币，该费用将评发票从培训

22、经理处报销。5. all other meal arrangements must first have prior approval from the training manager and director of human resources.所有其他用餐安排应事先得到培训经理和人力资源总监的批准。pudong shangri-la hotel shanghaihuman resources policy & procedure manualsubject : training contracts and bonding 培训合同prepared by : george zhang-t

23、mreviewed by : dhrdate prepared : may 31, 2004effective date : june 1,2004approved by : general managerpolicy no. : hr/t1.04distribution : all div/dept headspage no. : 1 of 2communicate to : all hotel employeesipurpose 目的 a bonding agreement is a contract, which requires an employee to continue to w

24、ork with thcz for a certain period of time following the completion of various types of training. should staff resign before the completion of the bonding period, the employee is liable to repay a portion of the cost of the training he/she received.培训协议是饭店要求员工在参加几种培训之后继续为饭店工作而签的合同。员工如在本合同期内辞职，应偿还该培训

25、的一部分培训费用。iiconditions 条件 bonding agreement will apply to all staff determined by the hotel who take part in the following types of training : 本协议适于参加以下各培训项目的员工：1. cross training at any other shangri-la property 在任何一家香格里拉饭店的交叉培训2. any form of local/overseas training.任何种类的当地、境外培训3. any other training

26、conducted by external trainers where the total training fees (including accommodation, travel and meals) exceeds rmb 2,000.任何由外请培训员作的培训费用(包括住宿，交通和餐食费)超过2000人民币的培训项目.iii policy 政策1. all of the training courses mentioned above are strictly voluntary. employees are not required to attend any training c

27、ourses or sign the resultant contract unless they wish to.上述所有课程的参加及培训协议签署均采取由员工自愿的原则。2. all bonding agreement shall be for a period of one year, two years or 3 years beginning from the final date of the training attended as follows :所有培训协议的有效期均在始于该培训最后一天的一年，二年或三年，具体内容如下：bonding value bonding period

28、 compensation 协议价值 协议期限 赔偿below rmb 2,000 nil 没有 nil 没有rmb2,000 below rmb7,500 1 year full payment if staff leave within one year 人民币2,000元 7,500 元之内 1 年 员工于一年内离职， 将赔偿公司全部培训费用 rmb7,500 below rmb12,500 2 year 1st year full payment, 2nd year 70%人民币7,501元 12,500 元之内 2 年 一年为全额赔偿， 第二年内离职为70%赔偿rmb 12,501&

29、 above 3 years 1st year full payment, 2nd year 70%, 3rd year 50%人民币12,501元 以上 3年 一年为全额赔偿，第二年为70%， 第三年离职为50%赔偿。pudong shangri-la hotel shanghai human resources policy & procedure manualsubject : training contracts and bondingprepared by : george zhang-tmreviewed by : dhrdate prepared : may 31, 2004ef

30、fective date : june 1,2004approved by : general managerpolicy no. : hr/t1.04distribution : all div/dept headspage no. : 2 of 2communicate to : all hotel employees3. bonding agreement shall be based on the total training expense which should be decided based on course fees, travel, accommodation, mea

31、l and other related expenses.培训协议之价格应由培训项目的整个价格为准，包括课程，交通，住宿，餐食等有关 费用。4. should an employee resign before the completion of the bonding period, he/she shall be liable to pay on certain percentage of the training expenses indicated on no.2 item.如果员工在协议期之内辞职，应按第二条内所规定比例偿还培训费。5. the bonding period is n

32、on-cumulative. only the most recent three-year period at most will be valid. however, previous training expenses on a pro-rated basis owed will be added to the current bonding period.协议期限不可累计，有效期至多为最近三年。然而，以前拖欠的培训费用（按时间比例）仍需加在最近的培训协议期内。6. if the hotel terminates the staffs labor contract based on th

33、e employee handbook, the staff who is still under the training bond shall be liable to pay training expenses on certain percentage indicated on no.2 item. 如果在培训协议期间员工因表现不好（以员工手册为标准）饭店终止了员工的劳动合同。则该员工必须按第二条内所规定比例偿还培训费。 7. if the staffs labor contract is due but the staff is still under training bond,

34、then the staff must renew the contract with the hotel to fulfill the training bond except the hotel refuse renewing the contract. (referring no.6 in this case.) 如果在培训协议期间员工合同期满，员工应与饭店续签劳动合同已履行培训协议。 除非饭店不与之续签（参照第六条）8. where there is a transfer to another shangri-la property within the bonding period,

35、 the receiving hotel will pay thcz his remaining training fees on a pro-rated basis. should thcz accept a transfer of an employee from another shangri-la property, thcz will pay the hotel the training fee on a pro-rated basis and enter into a training agreement with the transferred employee.如果员工在协议期

36、限内调转到其他香格里拉饭店，该员工的培训费用由下一家饭店按 比例偿还，如浦东香格里拉饭店接受从其他香格里拉饭店调转来的员工，应向该饭店按比例给予偿还，将之记录在与调转员工所签的合同内。9. before signing a bonding agreement, all terms and conditions of this policy should be clearly communicated to the employee by the training manager.在签署本协议之前，政策中所有条款及条件应由培训经理清楚地向员工阐明。10. two copies of the bo

37、nding agreement shall be signed. one is to be placed in the employees personnel file and one copy is to be kept by the employee.本协议的两份复印件均需签字。一份存在员工的个人档案内，一份由员工个人保存。11. should there be any confusion over this policy, gm will make a final decision.如对本协议有任何异议，总经理有最后的决定权。pudong shangri-la hotel shangha

38、ihuman resources policy & procedure manualsubject : training requests 培训申请prepared by : george zhang-tmreviewed by : dhrdate prepared : may 17.2004effective date : june 1.2004approved by : general managerpolicy no. : hr/t1.05distribution : all div/dept headspage no. : 1 of 1communicate to : all hote

39、l employeesi. purpose 目的in order to streamline the process for nominating and approving staff to attend various forms of training, this policy is also aimed at reducing paperwork and improving control of training expenses. 为统一提名与批准员工参加培训活动的程序，以减少此程序涉及的文字工作，改善对培 训费用的控制。ii. policy 政策 1. training appli

40、cations are required to be submitted for any staff who is proposed to attend :提名任何员工参加下列培训都需要提出申请： cross hotel training 饭店交叉培训 cross department training 部门交叉培训 overseas training 海外培训 training provided by external consultants/trainers 外请培训员提供的培训 government required training 政府部门要求的培训2. requests for t

41、raining must be submitted on the training request form (attached). all sections of the form must be completed with special attention being paid to the objective of the training and the ensuing costs.培训申请填写培训申请表。培训申请表上的各项内容都须填全，尤其是培训目的与费用部分3. the request must be signed by the relevant department head

42、 and submitted to the training manager.该申请须由有关的部门经理签字，交至培训经理处。4. after the relevant approvals, a copy of the training request form will be sent to the accounting department and the sending department. a copy will be kept by the training department for record purpose.在得到相关批准之后，此申请须发至财务部和选送部门及培训部存档。5.

43、 training department will not accept any changes for training that are not accompanied by an approved training request form. this is designed to increase control of training expenses and to ensure that training budget is directed to the areas most needed.培训部对任何没有经审批的培训申请表的培训费用均不予报销。此做法的目的在于有效控制培训费用使

44、培训预算得到最合理的使用。iii. procedures 程序1. should it be cross hotel training or overseas training, please refer to p&p t1.08.饭店交叉培训或海外培训，请参照p&pt1.082. should it be cross department training, please refer to p&p t1.07.部门交叉培训，请参照p&pt1.07.3. should it be training provided by external consultant or government in

45、stitutions, the above procedures apply. in addition, a training contract/bond may be required according to p&p t1.04.本政策也适用于由外请顾问或政府部门提供的培训。此外，如须签培训合同，请参照p&pt1.04.pudong shangri-la hotel shanghai human resources policy & procedure manualsubject : trainer of the quarter/year 年、季度培训员prepared by : geor

46、ge zhang-tmreviewed by : dhrdate revised : may 17.2004effective date : june 1.2004approved by : general managerpolicy no. : hr/t1.06distribution : all div/dept headspage no. : 1 of 1communicate to : all hotel employees i. purpose 目的 to create a system to reward hotel/department trainers who have mad

47、e outstanding contributions to training their staff during the previous year. 为表彰上一季度或上一年做出突出贡献的部门或饭店培训员ii. procedures 程序1. the training department will request all department and division heads for nomination of “trainer of the quarter/year” by circulating a list of hotel/department trainers to the

48、 respective departments for nomination together with following information :培训部将向各部门分发部门或饭店培训员名单以得到部门领导对季度或年度培训员提名，同时个部门也将下列信息上报给培训部： no. of training hours clocked 所作的培训课时数 types of training conducted 所作的培训课种类 ratings based on course evaluation forms 培训评估得分情况2. the division/department head will nomi

49、nate the most outstanding candidate by using the prescribed form.部门总监或经理通过上交提名表格对本部门培训员进行提名3. the form will be routed to the training department & a profile presentation will be made to the panel by the dept head.该表格上交到培训部之后，部门总监或经理将对其提名向评选委员会作有益的介绍4. nominations must be accompanied by justification

50、s of why the trainer should receive the award.提名介绍需证明该培训员为何应授此奖。5. the trainer will be evaluated according to the following categories: number of training hours clocked during the year. 本年内所作培训的课时数 positive comments from the training feedback forms. 培训评估上的肯定评论 improvement in departments performance monitor. 本部门服务质量监测的提高 department heads testimonial. 部门总监或经理的推荐 observations of training manager/asst. training manager. 培训经理的观察6. the selection of the trainer of the quarter/year will b