国际酒店管理制度(中英文)

ABOUT THE HANDBOOK 关于员工手册 This handbook has been prepared as a guide to help you with the basic philosophy of our organization. 本入职培训手册将帮助您了解我们的理念和基本要求。 From time to time, we revise this booklet to keep abreast of changes, but we cannot republish this booklet each time a change occurs therefore, some material may become obsolete without prior notice to you .If any information contained in this booklet is in conflict with information published at a later date within the company, the information contained in those bulletins, policies, etc, will prevail. As the contents of this booklet change they will be posted. You are solely responsible for regularly updating your own handbook. 我们一直在努力争取给您提供最新信息， 但由于一些不可估算的因素， 本手册将根据您所工 作的具体地点在一些细节上做出未有事先通知的变更，手册信息内容以最新变更的如公告、 政策等中的内容为准。 本手册的内容变化是将公布于众。 请您确有其事保自己已经得到了这 些重要的变更信息。 We reserve the right to modify, change, disregard, suspend or cancel at any time ,without written or verbal notice, all or any part of the handbooks contents as circumstances may require. 我们保留在没有提前见面或口头通知的情况下对本手册进行全部或者部分更改、 变更、 删除 和解除的权力。 MESSAGE FROM THE GENERAL MANAGER 总经理致辞 Dear Valued associate. 亲爱的同事： On behalf of the Management Team,“Welcome to the Banyan Tree Lijiang!” 我谨代表管理层热忱欢迎您加入丽江国际大酒店! It gives me great pleasure to officially welcome you to our big family-Banyan Tree Hotels and Resorts. Our company consists of 8 Banyan Tree Hotels, 4 Angsana Hotels and 3 Colors of Angsana Hotels, as well as Spas and Galleries, which are integral parts of the company. We are going to open another 5 Banyan Tree Hotels in the next 24months and become with this a real global company with hotels in all countries. 在此， 我非常荣幸的欢迎您加入我们的大家庭-悦榕度假酒店集团。 集团旗下现有 8 间悦 榕品牌酒店，4 间悦榕品牌酒店，3 间悦椿绚丽色彩品牌酒店，若干 SPA 以及精品屋。在未 来的 2 年之内， 集团还计划开设另外 5 间悦榕品牌酒店， 至此我们将成为在全世界拥有产为 的真正的国际性连锁酒店集团。 We take great pride in all we do for our properties, our guests and most importantly, our associates. Because you are the ones who really make the difference and ensure that every guest encounters a true Banyan Tree Experience. 对于我们来说，员工和客人都是引以为傲的财富，尤其是我们的员工，因为正是你们成就了 我们的独树一帜，并且让客人真正体会到悦榕集团的风格。 Our focus is YOU. We are always here to support and develcp to ensure that your experience and employment with Banyan Tree Hotels and Resorts is positive. 我们的中心就是您。悦榕集团会给您提供支持、创造发展的机会，并以此为您积累专业的工 作经验。 As a member of our group you will experience international work opportunities which are not geographically limited. We are a young group dynamic and fast growing, and with your contribution we will succeed to be one of the real leading hotel groups in the world.作为集团一员，您有机会不受区域限制到世界各地工作在您的努力之下，我们这个年轻、充 满省略并且迅速发展的集团一定能成为世界顶尖的酒店集团之一。 Once again, welcome and if there is anything I can do to meet both yours and the guests expectations ,please do let me know. 再一次欢迎您的加入，请告诉我一切可以达到客人和您的期望的建议。 Kind regards, 衷心的祝福 Maximilian Lennkh 林柯 Area General Manager 区域总经理 BANYAN TREE LIJIANG MISSION STATEMENT 丽江悦榕酒店集团的宗旨 We are going to be the best hotel of Yunnan province and one of the best hotels in China. With our knowledge and dedication we are going to achieve this simple goal. 我们要成为云南省和全中国最好的酒店之一。我们坚信，凭借我们的专业技能和敬业精神， 要达到这个目标并不困难。 PART1 第一节 BRIEF INTRODUCTION TO BANYAN TREE 悦榕集团简介 BRIEF INTRODUCTION TO BANYAN TREE 悦榕集团简介 History of Banyan Tree 悦榕集团的历史 For over a millennium, from medieval-traders to sixteenth-European-adventurers, 盛世千年之后，根据十六世纪欧洲探险者的记载，锡被用在普吉（泰国）的主要工业上。十 九世纪后期， 大部分的中国移民使用了锡的工业技术。 他们在海边和地面大量开采锡矿最终 导致土壤本侵蚀破坏。这个被侵蚀的地方被称为班陶湾，也就是现在的变吉岛。 最初的创意来源 尽管第一次使用悦榕集团的名称是在 1995 年底， 但早在下年前即 1985 年， 华昌集团董事长 HO KWON PING 先生就在泰国变吉岛购买了 1000 贡亩荒弃的锡矿基地。当时班陶湾被严重侵 蚀，情况相当恶劣，甚至联合国都在 1977 年正式宣布放弃了在那里的发展计划。泰国旅游 局对这个地方的调研也得出了同样的结论，但是他们希望尽一切可能保护当地的自然资源。 当地的土质已经完全不适合任何蔬果的种植。 班陶湾被认定一片充满坑洼和荒地， 不能进行 任何开发的土地。 HO 先生的构想是开发这块被曾被除数联合国于 1977 年定性为“无可救药”的废土，并将其 创建为亚洲第一个综合度假胜地。 当所有的专家都认为这里的海湾已经被化学物质污染， 没 有鱼类可能生存；这里的土地极度贫瘠、甚至寸草不生的时候，HO KWON PING 先生以独特 的视角发现了这块土地的发展潜力。 今天， 普吉岛已经成为亚洲第一个联合度假村和泰国最负盛名的旅游胜地。 综合高级住所和 动力与休闲设施的选择，客人可以住在度假酒店里集吃、住、行、游于一体。这种独特的联 合理念包括：度假酒店之间陆上和海湾的免费交通、及享受普吉岛上超过 25 家餐厅和酒吧 的特别优惠。 LagunaPhuket includes five luxury hotels namely, Laguna Club, Dusit Laguna, Sheraton Grande Laguna Beach ,the AllamandaLaguna Phuket suites hotel ,and Banyan Tree Phuket Hotel Golf Club and Spa . In addition there is, Quest Laguna Phuket Adventure and Canal Village, a shopping and entertainment complex . 普吉岛上有五家高级酒店，他们的名称是：Laguna Beach Club ,Dusit Laguna ,ShetatonGrande Laguna Beach , the Allamanda Laguna Phuket suites hotel ,以及悦榕普吉岛酒 店、高尔夫球员俱乐部和 Spa.并且，配备了有 Quest Laguna Phukte Adventure and Canal Village 购物娱乐中心。This transformation of Laguna Phuket won the resort the prestigious American Express International Hotel Association Environmental Award in 1992 from thirty-five wordwide contender. 这个变化使普吉岛力压来自世界各地的 35 个竞争对手，赢得了美国运通国际酒店联合会 1662 年全球最受欢迎的渡假酒店提名。The Banyan Tree has the honor of winning the PATA Award for “The Best Resort in Asia ” for the years 19971998。In 1998 we won the Best Spa Resort in the World presented by Conde Nast Traveller Magazine in the United Kingdom ang first runner-up rating in the B