凯悦酒店 人力资源手册（英）P24

1、人力资源管理手册Human Resource Management Manual凯悦国际酒店HYATT International HotelHYATT REGENCY XIAN OPERATIONS MANUAL1.0 INTRODUCTION1.01 Objective of the ManualThe concept of the Corporate Management Modules is designed for general implementation across the world in all Hyatt International Hotels. These Modu

2、les will have to form the base of this Departmental Operations Manual using local policies and procedures to adopt Corporate guidelines to local conditions. Therefore, the need to customize it to the individual operation.This manual is designed to be used by all members of staff in the department. T

3、he manual starts by giving an overview of the company, the hotel, its facilities and services. It then explains our hotel policies and procedures, rules, regulations and standards of performance, closing with the respective departments operation guidelines and standards.This is to ensure that beside

4、s defining each operational function, the scope and duties of each team members role is closely defined in sufficient detail to assure standards of performance are maintained consistently in the daily operation.In order to achieve the goal of being an effective took, the manual requires frequent rev

5、iew. It is the responsibility of the respective Division Head to ensure that his/her operation manual is written and conforms to the format as outlined. The responsibility for writing the various sections of the manual is delegated to each of his/her and other Department/Division Heads as appropriat

6、e.The original manual for each division of the hotel is kept in a binder with a table of contents and should be permanently found in the office of the respective Division Head. A separate binder of the same should be forwarded to the Executive Office.Each divisional manual should be distributed to t

7、he respective department with its appropriate volume.1.01 Objective of the Manual (continued)The departmental operations manual is written for all and should be readily available to any employee in the Hotel for perusal.1.02 Mission StatementBy 2000, Hyatt Regency Xian will continue to be the most i

8、deally located, deluxe hotel within Xian. We will be Xians first database driven hotel positioned at the top-end of the market for FIT business, corporate and leisure groups.Our personal service and product will be driven by customer behavior offering discerning business and leisure travelers standa

9、rds comparable to Hyatt International Hotels.We shall be committed to satisfying each customer segments behavioral needs and expectations with our competent and flexible employees. We shall record guests behavioral patterns and fulfill their requirements through innovations and creativity using the

10、principles of Integrated Marketing and Communications.Our employees will be highly motivated by means of empowerment while keeping them informed and directly involved in the hotels research and decision making process. They will be recognized for their achievements and initiative and will receive th

11、e finest training, growth opportunities and employment benefits in Xian.We shall inspire trust and confidence from our owners and Hyatt International through continued positive communication channels and by achieving the required Revenues and GOP according to the financial plan.HYATT REGENCY XIAN OP

12、ERATIONS MANUAL2.0 HOTEL FACILITIES AND SERVICES2.01 History of HyattFrom the opening of the first Hyatt Hotel near Los Angeles Airport in 1957, Hyatt has grown into one of the most innovative and progressive hotel management companies in the world. Now, three decades later, Hyatt Hotels circle the

13、globe from Hong Kong to San Francisco, from Budapest to Bali.In 1967 the growth of Hyatt was guaranteed with the creation of a hotel remarkably different from any hotel the world had ever seen. The Hyatt Regency Atlanta was a dramatic departure from traditional hotel designs. Featuring a breathtakin

14、g 21 story atrium lobby with lush trees, hanging greenery, topped with revolving rooftop restaurant, the Hyatt architecture and operating philosophy.Hyatt soon became a pioneering force in transforming the architectural character of such major American cites as Los Angeles, Chicago, Washington, San

15、Francisco, Houston, and New York. In many locations the Hyatt was the first new hotel in half a century.The progressive Hyatt Management team became increasingly involved in linking its hotel to major city convention centres and expanding heavily into resort markets with magnificent hotels in Hawaii

16、, Florida and California.With continued growth and prosperity in the United States, opportunities for development began to appear in other counties. In 1969, Hyatt International was formed to introduce the Hyatt concept around the world.The first hotel under Hyatt International management was the Hy

17、att Regency Hong Kong, which opened in 1969 and was followed quickly by the Hyatt Regency Manila and the Hyatt Regency Acapulco. Growth continues with focus remaining on the Pacific Rim but Hyatt is also concentrating development efforts to build new hotels in Europe, South America and in Africa.2.0

18、1 History of Hyatt (continued)Contributing to the success of Hyatt International is its philosophy of featuring regional design and decor in these hotels. By reflecting the lifestyles and heritage of the country and emphasizing locally produced foods and native cuisine along with continental dishes,

19、 the Hyatt Chain became truly international. In many cases, the management staff is native to the area.Hyatt International Hotels are principally owned by local business entities or institutions and are managed by Hyatt. As a general policy, Hyatt does not have investment interests in hotels.As worl

20、d travellers become accustomed to the innovative excitement of Hyatt Hotels demean investment voles from cities all over the globe. In the next decade, Hyatt International will focus its development activities selectively to operate hotels in location where the Hyatt image and expertise will produce

21、 more than adequate return on investments to Hyatt Hotel owners. World capitals, international gateway cities, established resort areas, and key secondary cities are major target areas.As the Hyatt International expansion continues, travellers the world over have come to expect and appreciate that s

22、pecial difference, the Touch of Hyatt. The development of Hyatt has led to several types of hotels being marketed:Grand HyattPark HyattHyatt RegencyHyatt ResortAt present Hyatt International manages sixty-eight hotels in thirty-three countries. In addition to this, Hyatt International has nineteen h

23、otels under construction in twelve countries.2.02 Hyatt International HotelsHyatt Hotels & Resorts is actually two separate and distinct companies that means that manage or operate hotels under various Hyatt names (Hyatt Regency, Park Hyatt and Grand Hyatt). Hyatt Hotels Corporation is the North

24、 American side of the business. It operates eighty-seven hotels and sixteen resorts in the US, Canada, and the Caribbean. Hyatt Internationals scope includes sixty-five hotels in thirty-one countries.Although the company does not segment in the sense of maintaining different brand and price categori

25、es, its properties fall under one of four distinct forms; large commercial hotels (generally located in a downtown area and often a key component in a given citys downtown revitalization efforts); suburban (or “small urban”) hotels; resort and convention-oriented properties; and small, but luxurious

26、 hotels (the Park Hyatts).The holding company, Hyatt Corporation, is privately held by the Pritzker family of Chicago, but Hyatt serves as manager and operator, and sometimes minority stockholder. To maintain accountability for service quality system wide, Hyatt forgoes franchises in favour of direc

27、t, long-term management responsibility.Since the original “atrium” hotel - the legendary John Portsman - designed edifice in Atlanta with its twenty-one-story central core-debuted, the company has been considered the trendsetter in the upscale hotel market for its willingness to take chances on new

28、configurations and innovate in service areas. Its hotels are visually exciting, run by independent manners and given a good deal of authority by Hyatts decentralized operation styles.Similarly, the segmentation that now characterizes the hotel industry has been part of Hyatts management style for ne

29、arly two decades. But instead of building separate brand-named properties for separate segments of the traveling public, Hyatt balances their different needs under the same roof.2.02 Hyatt International Hotels (continued)For example, the traditional Hyatt hotel - five hundred or more rooms in a larg

30、e metropolitan area - gets high marks from both discriminating individual travellers and business group meeting and travel planners. Thats because there are facilities, for each, carefully arranged and physically separated so that individuals desire for privacy and personal treatment does not interf

31、ere with the groups need for large-scale meeting rooms and entertainment. For the traveller seeking highly personal service and ambiance of a smaller property, Hyatt also offers the Regency Club: one or two floors set aside as a hotel-within-a-hotel, with separate access and concierge.Within the ind

32、ustry, Hyatt receives high marks for making hotel food and beverage service profitable. Consequently, food quality is an important part of the companys service strategy. Some Hyatts have as many as five different full-service restaurants, and many also have a gourmet deli located just off the lobby.

33、Achieving consistency in decentralized service culture is also a matter of good design. It also pushes training and management responsibilities out to regional and property managers. In fact, all corporate-level functions, from management to marketing, are duplicated at the regional and hotel levels

34、. Their effect is much like providing identical shipments of flowers to a hundred talented gardeners. The actual plants will be the same in each garden, but each plot will display a unique flair.2.02 Hyatt International Hotels (continued)Hyatt International Hotels in OperationCOUNTRY/NAME OF HOTELRO

35、OMSArgentina, Buenos AiresPark Hyatt Buenos Aires165Australia, AdelaideHyatt Regency Adelaide369Australia, CanberraHyatt Hotel Canberra,249A Park Hyatt HotelAustralia, MelbourneGrand Hyatt Melbourne547Australia, PerthHyatt Regency Perth364Australia, QueeslandHyatt Regency Coolum 324Australia, Queens

36、landHyatt Regency Sanctuary Cove247Australia, SydneyHyatt Kingsgate Sydney389Australia, SydneyPark Hyatt Sydney1582.02 Hyatt International Hotels (continued)Hyatt International Hotels in OperationCOUNTRY/NAME OF HOTELROOMSChile, SantiagoHyatt Regency Santiago310France, Paris/CDGHyatt Regency Paris-C

37、harles De Gaulle388French Polynesia/Tahiti, PapeeteHyatt Regency Tahiti190Germany, CologneHyatt Regency Cologne307Hong Kong, IslandGrand Hyatt Hong Kong572Hong Kong, KowloonHyatt Regency Hong Kong723Hungary, BudapestAtrium Hyatt Budapest355India, New DelhiHyatt Regency Delhi525Indonesia, BaliBali Hy

38、att3902.02 Hyatt International Hotels in Operation (continued)Hyatt International Hotels in OperationCOUNTRY/NAME OF HOTELROOMSIndonesia, BaliGrand Hyatt Bali750Indonesia, JakartaHotel Aryaduta Jakarta331Indonesia, JakartaGrand Hyatt Jakarta450Indonesia, SurabayaHyatt Regency Surabaya499Israel, Jeru

39、salemHyatt Regency Jerusalem503Japan, FukuokaHyatt Regency Fukuoka250Japan, FukuokaHyatt Residential Suites325Japan, NagoyaCentury Hyatt Nagoya115Japan, OsakaHyatt Regency Osaka5002.02 Hyatt International Hotels (continued)Hyatt International Hotels in OperationCOUNTRY/NAME OF HOTELROOMSJapan, Tokyo

40、Century Hyatt Tokyo800Japan, TokyoPark Hyatt Tokyo178Korea, ChejuHyatt Regency Cheju224Korea, PusanHyatt Regency Pusan363Korea, SeoulGrand Hyatt Seoul604MacauHyatt Regency Macau326Malaysia, Kota KinabaluHyatt Kinabalu305Malaysia, Kuala LumpurHyatt Regency Saujana367Malaysia, Johor BahruHyatt Regency

41、 Johor Bahru4062.02 Hyatt International Hotel (continued)Hyatt International Hotels in OperationCOUNTRY/NAME OF HOTELROOMSMalaysia, KuantanHyatt Regency Kuantan340Mexico, AcapulcoHaytt Regency Acapulco645Mexico, CancunHyatt Regency Cancun300Mexico, CancunHyatt Cancun Caribe192Mexico, GuadalajaraHyat

42、t Regency Guadalajara420Mexico, MeridaHyatt Regency Merida300Mexico, VillahermosaHyatt Regency Villahermosa206Micronesia, GuamHyatt Regency Guam455Micronesia, SaipanHyatt Regency Saipan2552.02 Hyatt International Hotels (continued)Hyatt International Hotel in OperationCOUNTRY/NAME OF HOTELROOMSMoroc

43、co, CasablancaHyatt Regency Casablanca229Morocco, RabatHyatt Regency Rabat220New Zealand, AucklandHyatt Regency Auckland275Peoples Republic of China, TianjinHyatt Tianjin450Peoples Republic of China, XianHyatt Regency Xian404Philippines, ManilaHyatt Regency Manila260Saudi Arabia, RiyadhHyatt Regency

44、 Riyadh342SingaporeHyatt Regency Singapore698Spain, MadridHotel Villa Magna164A Park Hyatt Hotel2.02 Hyatt International Hotels (continued)Hyatt International Hotel in OperationCOUNTRY/NAME OF HOTELROOMSSpain, MurciaHyatt La Manga Club Resort192Taiwan, TaipeiGrand Hyatt Taipei872Thailand, BangkokGra

45、nd Hyatt Erawan Bangkok400Turkey, IstanbulHyatt Regency Istanbul360United Arab Emirates, DubaiHyatt Regency Dubai402United Kingdom BirminghamHyatt Regency Birmingham319United Kingdom, LondonHyatt Carlton Tower224A Park Hyatt HotelUnited Kingdom, LondonThe Lowndes 78A Hyatt Hotel2.02 Hyatt Internatio

46、nal Hotels (continued)Hyatt International Hotel in OperationCOUNTRY/NAME OF HOTELROOMSUnited States, New YorkU.N.Plaza428A Park Hyatt HotelYugoslavia, BelgradeHyatt Regency Belgrade308Azerbaijan, BakuHyatt Regency Baku160Mexico, Los CabosGrand Hyatt Los Cabos300Saudi Arabia, Makkah (Mecca)Hyatt Rege

47、ncy Makkah220South Afica, JohannesburgHyatt Regency Johannesburg at Rosebank248Taiwan, TaipeiGrand Hyatt Taipei8722.02 Hyatt International Hotels (continued)Hyatt International Hotels Under Construction in Planning StagesCOUNTRY/NAME OF HOTELROOMSHYATT OPENING DATEBelgium, AntwerpHyatt Regency Antwe

48、rpen 221 1996Germany, BerlinGrand Hyatt Berlin 346 Early 1998Germany, MainzHyatt Regency Mainz 275 Late 1998Indonesia, YogyakartaHyatt Regency Yogyakarta 269 Late 1997Israel, Dead SeaHyatt Regency Dead Sea 576 Early 1996Resort & SpaIsrael, Tel AvivGrand Hyatt Tel Aviv 350 March 1997Japan, Fukuok

49、aGrand Hyatt Fukuoka 373 Mid 1996Jordan, AmmanHyatt Regency Amman 300 Late 1997Malaysia, Kuala LumpurGrand Hyatt Duta Kuala 514 Early 1998Lumpur2.02 Hyatt International Hotels (continued)Hyatt International Hotels Under Construction in Planning StagesCOUNTRY/NAME OF HOTELROOMSHYATT OPENING DATEMexic

50、o, MonterreyHyatt Regency Monterrey 250 Early 1997Taiwan, KaohsiungGrand Hyatt Kaohsiung 415 1998Australia, MelbournePark Hyatt Melbourne 241 1998India, New DelhiGrand Hyatt Delhi 336 Late 1998Malaysia, MalaccaHyatt Regency Duta malacca 220 Late 1997Peoples Repubic of China,ShanghaiGrand Hyatt Shang

51、hai 558 Late 1998Vietnam, SaigonPark Hyatt Saigon 258 19972.03 Hyatt International Corporation - Whos WhoCorporate, Divisional Area ExecutivesCorporate Office (Chicago)Mr. Bernd Chorengel PresidentMs. Michele MitchellAssistant to the PresidentMr. Leonard StogaVice President - FinanceMr. Rajan Retnam

52、Finance Director - Hotel OperationsMr. Peter VoitCorporate ControllerMs. Ester LeeAssistant ControllerMr. Alex LeeDirector of Information SystemsMr. Larry Phillips Office Automation ManagerMr. Alfonso DiegoManager - Information SystemsMr. Donald LuckiMarketing Systems ManagerMs. Wendy StrachanVice P

53、resident - Human ResourcesMr. Richard RichardsDirector of Human ResourcesMr. Michael EvanoffVice President - Development & General CounselMr. Daniel LarkinAssociate General CounselMs. Mary TurilliDirector of Legal AdministrationMr. John WallisVice President - Marketing & SalesMs. Cristina Ta

54、bora Director of marketing CommunicationsMr. Agusti MiroMarketing AssociateMr. Jan TisseraDirector of Rooms2.03 Hyatt International Corporation - Whos Who (continued)Corporate, Divisional Area ExecutivesCorporate Office (Chicago)Mr. David KanVice President - Technical ServicesMr. Gerald BrownDirector of DesignMr. Gary ChinDirector of ConstructionMr. Carlos KusakaDirector of EngineeringMr. John ShamonDirector of Operational Planning - A.S.P.A.C.Mr. Malcolm TurnerDirector of Operational PlanningE.A.M.E./Latin AmericaDivisional Office - Asia Pacific