EmployeeHandbook 员工手册英文(E)

DEDICATION

DEDICATION

This book is dedicated

to the employees of

State Guest Hotels,

without whom our fine

hotels would just be a

nice building.

TABLE OF CONTENTS

A message from President Wang __________________________________________ 5 China International Industry and Commerce (CIIC) Corporate Culture ____________ 6 Welcome ____________________________________________________________ 7 Our Vision ___________________________________________________________ 7 The Mission __________________________________________________________ 8 A message from the Executive Vice President _______________________________ 9 The State Guest Hotels Organization Structure ______________________________10 State Guest Hotels Mission Statement _____________________________________ 11 State Guest Hotels’ Standards of Excellence ________________________________12 Important Information _________________________________________________ 14 ?Recruitment Medical Check Up

?Personnel Records, Employment Contract, Exclusive Employment

?Probationary Period, Performance Review

?What you can expect from us

?Your Conduct

?Orientation

?Your work schedule

?Attendance recording

?Identification card

Compensation _______________________________________________________ 16 ?Paycheck

?Benefits

Medical Care_________________________________________________________17 Coming to work and absence ____________________________________________18 Tardiness ___________________________________________________________ 18 Overtime ____________________________________________________________18 Time Off ____________________________________________________________ 19

?Annual leave

?Public holidays

?Home leave

?Sick Leave

?Marriage leave

?Compassionate leave

?Muslim holiday

?Maternity leave

?Personal leave

?Request for leave form

Meetings and training _________________________________________________ 23 Resignation _________________________________________________________ 24 Meals and our staff canteen _____________________________________________ 24 Entering and leaving the hotel ___________________________________________ 26 Your locker _________________________________________________________ 27 Uniforms ___________________________________________________________ 27 Uniform Standards____________________________________________________27 Grooming ___________________________________________________________ 28 Lost and found _______________________________________________________ 29 Dormitory ___________________________________________________________ 30 Staff Barbershop _____________________________________________________ 30 The Social Committee _________________________________________________ 30 Employee Bulletin Boards ______________________________________________ 30 Employee Visitors ____________________________________________________ 30 Guest Facilities________________________________________________________31 Telephones __________________________________________________________ 31 Use of the hotel’s facilities ______________________________________________31 The Press ___________________________________________________________ 31

Parcel and package pass ________________________________________________31 Employee suggestions _________________________________________________ 31 Hotel address ________________________________________________________ 32 Employee referral _____________________________________________________32 Hotel rules of conduct _________________________________________________ 32 Safety rules __________________________________________________________34 Security ____________________________________________________________ 35 Injury and Accident procedures _________________________________________ 37 Fire safety and prevention ______________________________________________ 38 Fire procedures _______________________________________________________ 38 Fire codes ___________________________________________________________ 39 Emergency preparedness _______________________________________________ 39 Sanitation ___________________________________________________________ 39 Environmental alert ___________________________________________________ 40 Drug and alcohol policy ________________________________________________ 40 Recognition _________________________________________________________ 41 A Great Place To Work ________________________________________________42 Making Decisions ____________________________________________________ 42 Challenges __________________________________________________________ 42 Opportunities for development __________________________________________ 43 Acknowledgement & Agreement_________________________________________45

A MESSAGE FROM

BOARD CHAIRMAN, DOCTOR WANG TIANYI

WELCOME TO THE

CHINA INTERNATIONAL INDUSTRY &

COMMERCE Co. Ltd.

(CIIC)

The CIIC Group was established in 1988. It is an enterprise group, including Hai Nan Zhong Shi, Beijing Zhong Shi, Shang Hai Zhong Shi, Yan Tai Zhong Shi, Su Zhou Zhong Shi, Yang Pu Zhong Shi, New York Zhong Shi etc. CIIC Group has a first grade qualification certificate for real estate development, grade A building and design qualification certificate as well as the right to import and export as issued by the state. CIIC has gathered a group of striving and excellent talents, it is a knowledge densely group company. The development target of the first decade is based on Real Estate, integrates the Technology, Industry and Trade transnational corporation.

CIIC Group seeks different kinds of development opportunities, at the same time, it has established scientific management and modern operations. All colleagues of CIIC will unite as one to work together for the society, and made a bright future for the company. You have been especially selected to join our team and we believe your contribution to our hotel will make every guest’s stay a unique and memorable one. We are proud to have you as a member of the CIIC family and sincerely hope that you have a rich and rewarding career.

Doctor Wang Tianyi

President and Chairman of the Board of Directors

CIIC CORPORATE CULTURE

After years of development since 1988, CIIC has step by step formulated it’s own corporate culture which generates strong magnetic power and a pioneering spirit among it’s staff.

1.CORPORATE CULTURE:

Loyalty, pragmatism, cooperation and endeavor.

2.WORKING STYLE:

Seeking excellence and observing the law of nature.

3.GUIDELINES

Achievements plus rewards.

4.DEVELOPMENT STRATEGY & BUSINESS STRUCTURE

The three main businesses are real estate development, technology

development and international economy cooperation. The business base is

located at Beijing, Hainan, east of China and overseas areas. Now its

business develops towards to the west of China.

CIIC Group set up three main base which are Beijing, Hai Nan and New

York, including real estate development of 10, 000 thousand square meter.

Through the efforts made by CIIC people, CIIC Group set up the following

important 8 economic areas:

1)Beijing high-class commercial area

2)Beijing Gao Shan resort

3)Beijing high-tech area

4)Hai Kou high-class commercial area

5)Seashore travel industry area

6)Seaside developing area

7)External trade area

8)Commonwealth

WELCOME

Welcome to the State Guest Hotel family!

We hope you are as excited as we are about your future with State Guest Hotels.

By choosing a career with the State Guest Hotels, you have chosen to work with one of China’s foremost hospitality companies. Our reputation is built on delivering service that exceeds the expectations of our guests every time. We cannot do that without employees like you!

As you begin your new opportunity with our hotel, there are many important things that you will need to understand. This employee handbook will walk you through your benefits, our policies, and the company visions.

Please take the time now to review the information in this Handbook. If you have any questions along the way, just ask your supervisor or human resources representative for help.

Our handbook will explain both of our responsibilities in depth, which will set the foundation for a win-win relationship. Together we can build a successful future. Congratulation on being a part of a winning team, we look forward to working together to build a better hotel for our guest, our employees and our owners.

OUR VISION

At State Guest Hotels, our goal is to build a great brand together. A brand that is …

?Trusted by consumers

?Preferred by investors

?And sought by employees

?We want to be trusted by consumers for consistency, high-quality products, services and facilities, and Genuine Hospitality

?We want to be preferred by investors for the value the State Guest Hotels brand adds to their assets

?We want to be sought by employees for opportunity, career growth, and as a great place to work

Our ultimate objective is to build a great brand.

We realize that in order for us to accomplish this vision, we must value the relationship that we build with all of our stakeholders. Relationships that are built upon trust and

respect for individuals and by acknowledging and celebrating the diversity of each and every one of us.

We are focused on success and committed to the State Guest Hotels’ mission.

THE STATE GUEST HOTELS MISSION

To provide “Genuine Hospitality” to our guests at every point of contact.

The success of our mission is dependant upon all our employees. Because you represent the hotel, you are State Guest Hotels every time you provide service or come in contact with our guest. Do you know what this means? It means we are counting on you to anticipate and exceed the expectations of our guest so that our goal of exceeding the guest expectations becomes a reality. It’s about people serving people, and we want to provide the best service available.

“Each day you either get better or worse. This choice is yours.”

We realize that customer satisfaction is very dependent upon employee satisfaction. We want you to know that you are joining a company that is consistently striving to be an employer of choice that is first choice with employees.

We have a lot to offer, and we know that you have a lot to offer. We believe in creating partnerships with each and every one of our employees. In order for each of us to be successful, we need to work together and be committed to the same goal. Congratulations on being a part of the State Guest Hotel team and we look forward to working together to build not only a better hotel but also the best hotel for our guest, our employees and our owners.

WELCOME!

A MESSAGE

FROM

THE EXECUTIVE VICE PRESIDENT

STATE GUEST HOTEL MANAGEMENT

COMPANY Co. Ltd.

Welcome to the State Guest Friendship International Hotel Management Limited Company. As an employee working for a State Guest Hotel, you are part of a new beginning of traditional hospitality. A warm friendly tradition that makes all our guests Very Important People (VIP) just as if they were guest of the State. We want this tradition to grow and on our team your work is vitally important in making sure that this tradition continues through all State Guest Hotels no matter where they are in China.

The State Guest Chain of hotels will have some of the finest hotels in China. Yet we need you to bring them alive. You are part of a special team offering the very best service, which will help State Guest Hotels go straight to the top.

We will offer an opportunity for employees to develop themselves within hotels. Great skills and management programs encourages our employees to improve their skills enabling them to be transferred and promoted to supervisory positions in other departments and hotels. The hotel will provide the training to make this possible, however employees should continue to improve themselves as well.

Together we’re looking to a future so bright and so successful that whenever experienced travele rs talk about the finest hotels in the world … they will be talking about us.

Arthur M. Krieger

Executive Vice president

State Guest Hotel Management Co. Ltd.

State Guest Hotel Organization Chart

国宾酒店组织结构图

10

State Guest Hotels

Mission Statement

State Guest Hotels

are in the people business, exceeding the expectations of guests, employees and owners,

State Guest Hotels’

Standards of Excellence

1.As a hospitality specialist, I am responsible for EXCELLENCE IN

SERVICE that contributes to achieving results rather than simply performing tasks.

2.I will FOLLOW UP ON REQUESTS,even when it is not a duty of my

department.

3.I am responsible to my guests both internally and externally and will do

what it takes to EXCEED EXPECTATIONS– not simply what I am told to do.

4.I will show ENTHUSIASM IN EVERYTHING I DO.I will maintain a

positive “Can Do” “Want to” attitude.

5.My actions will be a reflection of TRUE CARING SERVICE that comes

from the heart.

6.I will LEAD BY EXAMPLE. Be warm and caring in all your interactions

with guests and employees.

7.There will be times when I cannot answer all questions, and when this is the

case, I will make every effort to find the correct answers with 100% CORRECT INFORMATION.

8.I will ANSWER THE TELEPHONE WARMLY, PROFESSIONALLY

AND WITHIN THREE RINGS.

9.I will always ACT WITH SPEED AND EFFECIENCLY.

10.I will not just talk about it. I WILL DO IT!

11.I will commit to participate in relevant training activities and work towards

my development as HHIGHLY SKILLED INDIVIDUAL.

12.I will always TELL THE TRUTH.

13.I will NEVER ARGUE WITH A GUEST.

14.I will continue to strive for SYSYTEM AND JOB IMPROVEMENT in my

area and make constructive suggestions for other areas.

15.I will KEEP THE HOTELSPOTLESS! If something is out of place, I will

pick it up! If something needs repair, I will report and follow up.

16.My contribution is to VALUE ADDED SERVICE –IT IS NOT ABOUT

MY TITLE OR POSITION ON A CHART.

17.I will always make sure I SERVICE WHAT I SELL.

18.I will never become a barrier to SOLVING A PROBLEM QUICKLY.

19.I will ensure THE GUEST ALWAYS COMES FIRST and any

administrative task comes second.

20.I will always LISTEN TWICE AS MUCH AS I TALK.

Important Information

As a new employee, we know you may have many questions that need to be answered. Please read through this page carefully and fill in the important information that you will need as you begin working with us.

YOUR SUPERVISOR’S NAME AND TELEPHONE NUMBER:

THE NAME OF THE GENERAL MANAGER OF OUR HOTEL: Recruitment

The Human Resources Department conducts the screening and preliminary interviews of the prospective candidate. Subsequent interviews are conducted by the Department Head concerned. The applicant who is qualified and acceptable to the Director of Human Resources and the respective Department Head, and approved by the General Manager, will then be offered employment.

Medical Check-Up and Personnel Records

The selected candidate will undergo a thorough physical examination by the Hotel’s designated hospital’s physician and is required to submit documents, certificates, previous employment files according to China Law and any other information as required by the hotel before commencing employment.

Employment Contract

When all required documents have been submitted, you will be asked to sign an employment contract with the hotel on or before the date of reporting for duty. The time length for your contract depends on the level of your position in the hotel. Exclusive Employment

You are strictly prohibited to engage in any other business or occupation while employed by State Guest Hotels.

Probationary Period

The first 30 to 60 days (depending on whether your contract is for one or two years) of your employment is your probationary period. This is the time for you and State Guest Hotels to know each other. We will evaluate your performance and tell you how well you are doing in your job. If your performance is

satisfactory, your supervisor will advise the Human Resources

department by way of an evaluation report and the Human

Resources Department will confirm your status as an employee

of the hotel.

Performance Reviews

You have the right to leave or be released at any time from our employment during this probationary period at the hotel’s discretion and without advance notice. All of our employees receive performance reviews on an annual basis. You will receive informal feedback from your supervisor throughout the year as well. You may receive a performance review with or without a pay increase, which your supervisor will explain to you at the time.

What can you expect from us?

From the first day of your employment, you can expect:

? to be treated with dignity and respect

?to be free of harassment and discrimination

?to know what is expected of you

?to know how you are doing in your job

?to have a drug free and alcohol free working

environment

?to receive competitive wages and benefits.

After you have completed your probationary period you can expect:

?To have a contract

?To receive benefits for which you are eligible

?To receive fair and just discipline

?Ro appeal decisions and actions to the General Manager

?To appeal decisions and actions up to final and binding arbitration

Your conduct

You have the right to know what is expected of you and what you can expect of others. Our list of standards of conduct and policies are located on PAGE 30.These standards of conduct and policies are a part of our contract with you. You accept these standards and policies and we will apply them on a fair, consistent and non-discriminatory basis. A list of these standards will be posted in an area designated for all employee communications. If you violate a standard of conduct or policy, you will be disciplined accordingly. The discipline is based upon:

?Your work record

?The nature of the violation

?Your honest participation in the investigation

This is not necessarily a progressive disciplinary path; each case is different and therefore your behavior should warrant the disciplinary method.

Standard Operating Procedure # HR 212 outlines the hotel’s Progressive Disciplinary Process.

Orientation

During the first month of your employment, the Human Resources Department will give you an orientation about State Guest Hotels, your terms of employment, hotel rules and regulations and your opportunities for growth in the organization. Your supervisor will acquaint you with your duties and responsibilities, your working facilities and environment and the people who you will be working.

Your Work Week and Schedule

Your Department Head will post your work schedule before the start of each workweek. Be sure to check it each day, since it may change due to occupancy or functions in the hotel.

You will work eight (8) hours a day over five (5) days per week excluding a thirty (30) minute unpaid meal break each day.

The working shift differs from department to department. You may be assigned on a different shift or split shift duties at any time. Changes or deviation in work schedule cannot be avoided and the Management expects everyone to understand and cooperate.

Attendance Recording

Every employee, except those expressly excluded is provided an Employee Identity Card (you can use it for meals and a time punch card). Punch clocks are placed at the employee entrance of the hotel. A punch clock is installed to record your reporting and leaving time. You should allow yourself enough time to take a shower and change into your uniform before reporting to your work area. Punch in your time card before your official working time and punch out your time card after your official quitting time. You will also punch in and out for meal lunch at the time clock located in the Staff Canteen. Your actual reporting time in your work area will be recorded in the departmental time sheets as well as your quitting time. Punching in and out on the time clock is your responsibility. Please remember that this is a safety as well as a recording issue. Failure to clock in and out as required will result in disciplinary action.

Identification Cards

The Human Resources Department will issue to you an ID Card that will remain the hotel property and must be surrendered upon severance of employment. The ID Card must be carried at all times and must be shown whenever requested. If you loose your ID Card you must request another one from the Human Resources Department immediately and you will be charges the replacement cost. COMPENSATION

Being a State Guest Hotel employee means more than a paycheck. Our contract promises a host of other benefits and opportunities that make State Guest Hotels a wonderful place to work and grow in the hospitality industry. The following is a

.

You should pick up your bank account book at the Payroll Office with your Employee ID card.

Benefits

The hotel will provide you with a co-payment according to China law as follows:

Employer Contribution Employee Contribution

- Pension Fund 20% 8%

- Unemployment Insurance 1.5% 0.5%

- Work Related Injury Insurance 0.4%

- Procreation Insurance 0.8%

- Social Medical Insurance 10% 2% + RMB3

- Housing Fund 8% 8%

Medical Care

The hotel has a clinic offering employees a basic medical service. Medical

Regulations issued by Beijing City Government applies to hospital in-patient

and outpatient treatment.

? Plan ahead to ensure on-time attendance.

? If you must be late for work, you must call your supervisor or manager right

away to explain the reason and give the expected time of your arrival.

? If you must be absent, you will ask permission from your supervisor at least

two weeks in advance, if possible. If you are sick or have an emergency, you

will contact your supervisor or manager as soon as possible – at least two

hours before your shift begins. If your manager or supervisor is not available

you must contact the Manager on Duty.

? If you are absent for more than one (1) day, you will call in to notify your

return date and follow the hotel’s guidelines for absenteeism as outlined in

S tandard Operating Procedure HR # 217 outlines the hotel’s leave policy.

? You will be dismissed if you are absent for three consecutive days or

more without contacting your manager or supervisor.

Tardiness

If you are fifteen (15) minutes late or leave fifteen (15) minutes early, this will be

considered an absence of half a day. Excessive absence or tardiness affects your

efficiency and is subject to disciplinary action.

Overtime Pay

Daily Premium Pay – Employees will receive a premium pay of time and one half

their regular net hourly rate of pay for all hours worked in excess of eight hours a

day or forty hours per week or be entitled to the day(s) off in lieu accordingly. Any

shift that is worked past 24:00 hours shall attract a premium of RMB6.00 per shift.

Employees exempt from overtime, Managers and above level do not receive

overtime pay.

Overtime on the 6th & 7th day of work – All employees shall receive a payment of

double (2) times their net hourly rate for all time worked on the 6th and 7th

consecutive day of work or entitled to two days off for each day worked in lieu

accordingly. If an employee works on the 6th or 7th consecutive day because of the

employee’s own request the employee will not receive the double time or pay

penalty rate. If an employee requests a change in schedule, management shall be

Coming to Work and Absence Guest Satisfaction is more likely to happen if all of us do our part. If one person doesn’t show up for work, there is a burden on all of us. Since the hotel and your coworker rely on you to come to work on time, you are expected to do the following:

responsible for scheduling replacements. If an employee proposes a replacement,

the Management must approve such substitute, in advance.

Call Back – Employees called back to work after regular working hours shall be

paid one and one half (11/2) times their regular hourly basic rate.

All unauthorized overtime will not be deducted for payroll purposes. It is the policy

of the hotel that unauthorized overtime is subject to disciplinary action. Therefore if

an employee has not been scheduled to work an extended shift, they must clock out

at the conclusion of their regular shift.

Your supervisor should know about necessary overtime prior to it happening, so

that they can budget accordingly. All overtime must have the prior approval of the

General manager before it is worked.

How do we calculate overtime?

Employees will receive 1.5 times their regular hourly pay, as shown in the

following example:

Monthly rate divided by 20.92 = daily rate

Daily rate divided by 8 hours = hourly rate

Multiplied (x) 1.5 = overtime payment

Standard Operating Procedure HR # 204 outlines the policy for overtime.

Please see your Human Resources or Payroll representative if you have questions regarding

overtime calculations.

As with all requested time off, a minimum of two weeks advance notice and your

supervisor’s approval is required. This assists in planning ahead to carry out the

daily operations of your department.

Time Off (Standard Operating Procedure HR # 217 outlines the hotel’s leave policy.) Annual Leave If you are a permanent employee and work an average of 40 hours per week, then you will begin to accrue annual leave on the first of the next month after your date of hire through your first anniversary date. After you have completed twelve (12) months of service you are eligible to use the time you have accrued from the previous year. Annual leave accrues as follows: Less than one year of service: will not entitled annual leave 1 to 3 years of service: 10 paid days (0.833 hours accrued per full month of service) 4 years and above: 15 paid days (1.25 days accrued per full month of service)

In special circumstances employees may apply for annual leave prior to the completion of one year of service. In these instances specific reasons must be supplied to justify advancing the annual leave up to the accrued amount and the Director of Human Resources must give prior approval before the annual leave is taken.

Payment of annual leave will be paid in the first available pay period prior to the date of the first day of the annual leave being taken. A special payment outside the normal monthly payroll will not be made for leave forms received too late for normal payroll processing. In these circumstances all vacation/leave payments will be processed in the next month’s payroll.

On Contract renewal the accrued annual leave must be used before the last day of the employee will loose both the time and payment for the accrued annual leave. Standard Operating Procedure HR # 217 outlines the hotel’s leave policy.

Public Holidays

You are entitled to all Public Holidays declared by the Chinese Government. The following are paid Public Holidays:

* New Year’s Day- January 1st

* Labor Day - May 1st, 2nd & 3rd

* National Day - October 1st, 2nd & 3rd

* Spring Festival - Three-day holiday according to the Lunar calendar (Officially advised by the Chinese Government each year as the holiday is determined by the Lunar Calendar.)

All employees who work on a Public Holiday shall be paid at the rate of triple times their net hourly rate.

Standard Operating Procedure HR # 213 outlines the hotel’s leave policy.

Home Leave

If an employee’s parents or spouse live permanently in another province and the employee does not have the opportunity to see his/her spouse or parents on a regular basis then the employee will be entitled to home leave after the completion of one year of service as follows:

?Employee visiting a spouse – thirty (30) days once a year

?Single employee visiting his/her parents – twenty (20) days once a year

?Married employees visiting his/her parents – twenty (20) days once every four

(4) years

An employee is not entitled to annual leave if he/she has taken home leave in the same year. Only one type of leave may be taken in a twelve-month period. Home leave is inclusive of Public Holidays and the two rest days per week. Home leave cannot be extended because a Public Holiday falls within the home leave period.