上海浦東香格里拉大酒店培訓部制度與程序

TRAINING POLICIES & PROCEDURES POLICIES AND PROCEDURES T 1.01 TRAINING NEEDS ANALYSIS T 1.02 TRAINING PLAN T 1.03 TRAINING MEAL ALLOWANCE T 1.04 TRAINING CONTRACTS AND BONDING T 1.05 TRAINING REQUESTS T 1.06 TRAINER OF THE YEAR T 1.07 CROSS DEPARTMENT TRAINING T 1.08 CROSS HOTEL TRAINING T 1.09 PRE-OPENING TASK FORCE T 1.10 TRAINING EXPENSES T 1.11 TRAINING EQUIPMENT T 1.12 STAFF ORIENTATION T 1.13 TRAINING HOURS T 1.14 TRAINING ON HOTEL TIME T 1.15 TRAINING ROOMS T 1.16 TRAINING RECORDS T 1.17 EMPLOYEE DEVELOPMENT T 1.18 DEPARTMENT BUDDY T 1.19 DEPARTMENT TRAINER T 1.20 SUCCESSION PLANNING T 1.21 EMPLOYEE TRAINING & DEVELOPMENT PROGRESSION PUDONG SHANGRI-LA HOTEL SHANGHAI HUMAN RESOURCES POLICY & PROCEDURE MANUAL SUBJECT : TRAINING NEEDS ANALYSIS 培訓需求分析 PREPARED BY : George Zhang-TM REVIEWED BY : DHR DATE PREPARED : May 17.2004 EFFECTIVE DATE : June 1.2004 APPROVED BY : GENERAL MANAGER POLICY NO. : HR/T1.01 DISTRIBUTION : ALL DIV/DEPT HEADS PAGE NO. : 1 OF 1 COMMUNICATE TO : ALL HOTEL EMPLOYEES I. PURPOSE 目的 To ensure that Training Department is actively seeking and analyzing training needs in a constant and consistent manner. 確保培訓部能積極，持續(xù) 不斷地為飯店分析培訓需求 I. GUIDELINES 政策 i. Training Needs Analysis should take place on a continuous basis. Identified needs will be addressed in the Training Plan. 培訓需求分析要持續(xù)有序，而分析出來的需求要在培訓計劃上有所體現(xiàn) ii. Training needs can be identified by using the following sources of information : 培訓需求可以用以下方式進行分析： Observation 觀察 Guest Questionnaires 客人意見調(diào)查表 Guest Comments 客人評估 Meetings with employees 員工會議 Management reports 管理報表 Management & Employee Surveys 管理人員與員工調(diào)查 Audits/Inspections 檢查 Performance Appraisals 工作評估 Records : Accidents / Absenteeism / Labor Turnover 記錄：事故、缺勤，員工流動 Exit Interview Reports 離職面談 Standards of Performance 工作標準 Job Descriptions 職位描述 Department Goals Programs 部門目標 Productivity Statistics 生產(chǎn)力統(tǒng)計 Training Course Evaluations 培訓課程評估 Minutes of EXCOM Meetings 執(zhí)行委員會會議記錄 Feedback from Trainers Meetings 培訓員會議 Introduction of Changes i.e. New technology / services 新技術，服務的引進 Training Needs Analysis Questionnaires (to all levels) 培訓需求分析問卷 PUDONG SHANGRI-LA HOTEL SHANGHAI HUMAN RESOURCES POLICY & PROCEDURE MANUAL SUBJECT : ANNUAL TRAINING PLAN 年度培訓計劃 PREPARED BY : George Zhang-TM REVIEWED BY : DHR DATE PREPARED : May 17.2004 EFFECTIVE DATE : June 1.2004 APPROVED BY : GENERAL MANAGER POLICY NO. : HR/T1.02 DISTRIBUTION : ALL DIV/DEPT HEADS PAGE NO. : 1 OF 2 COMMUNICATE TO : ALL HOTEL EMPLOYEES I PURPOSE 目的 To ensure 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. 為了確保培訓需求得到系統(tǒng)的滿足，最 大的限度地利用培訓預算實施計劃的培訓項目。培訓 計劃也是培訓目標實現(xiàn)的指導，為培訓跟進與培訓效果的衡量提供了依據(jù)。 II GUIDELINES 政策 1. The training plan should commence in September/October each year. 培訓計劃的制定開始于每年的九，十月份。 2. The following factors will be taken into consideration: 應考慮以下因素： (a) Impact and effectiveness of current training programs 目前培訓項目的影響與有效性 (b) Training and Development needs resulting from the Hotels business plan and goals. 源于飯店經(jīng)營計劃與目標的培訓與發(fā)展需求 (c) Training and Development needs arising from the Performance Evaluation process. 源于工作評 估的培訓與發(fā)展需求 (d) Training and Development needs resulting from the Training Needs Analysis 源于培訓需求分析的培訓與發(fā)展需求 3. The Training Plan will consist of four sections : 培訓計劃應包括以下四個部分： (a) Management Development 管理人員的發(fā)展 (b) Supervisory Development 主管人員的發(fā)展 (c) Non-management Staff Development 非管理人員的發(fā)展 (d) General e.g. Orientation, fire, safety, languages etc. 普通課程如入職，消防，安全與語言等 4. To simplify follow up and implementation, the Training Plan should be broken down into 12 monthly plans. 為了簡化跟進與實施，培訓計劃應細為月度計劃 5. The Training Plan will include evaluation tools to ensure that effectiveness of training is measured resulting in improved performance. 培訓計劃應包括保證培訓效果的評估手段 PUDONG SHANGRI-LA HOTEL SHANGHAI HUMAN RESOURCES POLICY & PROCEDURE MANUAL SUBJECT : ANNUAL TRAINING PLAN 年度培訓計劃 PREPARED BY : George Zhang-TM REVIEWED BY : DHR DATE PREPARED : May 17.2004 EFFECTIVE DATE : June 1.2004 APPROVED BY : GENERAL MANAGER POLICY NO. : HR/T1.02 DISTRIBUTION : ALL DIV/DEPT HEADS PAGE NO. : 2 OF 2 COMMUNICATE TO : ALL HOTEL EMPLOYEES 6. Some examples of Evaluation Tools are : 下面是幾種可行的評估方式： (a) Performance Monitor 服務質(zhì)量評估 (b) Management Reviews 管理回顧 (c) Labor turnover 員工流動 (d) Productivity statistics 生產(chǎn)力統(tǒng)計 III. PROCEDURES 程序 1. The Training Department will conduct Training Needs Analysis. 培訓需求分析應由培訓部制作 2. Based on the data collected from the TNA, the Training Department will prepare a Hotel Training Plan taking into consideration. 按照培訓需求分析的統(tǒng)計數(shù)字，培訓部將制作飯店培訓計劃。 3. The Training Plan will be presented to all Division and Department Heads for their feedback. 培訓計劃將分發(fā)到所有表明總監(jiān)或經(jīng)理處以正確意見。 4. The Training Plan will be revised incorporating the feedback and presented to the Excom for approval. 培訓計劃將根據(jù)表明總監(jiān)或經(jīng)理的反饋進行修改，再呈給 EXCOM以獲得批準。 PUDONG SHANGRI-LA HOTEL SHANGHAI HUMAN RESOURCES POLICY & PROCEDURE MANUAL SUBJECT : TRAINING MEAL ALLOWANCE (CROSS/OVERSEAS TRAINING) 培訓用餐補助 （交叉，境外培訓） PREPARED BY : George Zhang-TM REVIEWED BY : DHR DATE PREPARED : May 17.2004 EFFECTIVE DATE : June 1.2004 APPROVED BY : GENERAL MANAGER POLICY NO. : HR/T1.03 DISTRIBUTION : ALL DIV/DEPT HEADS PAGE NO. : 1 OF 1 COMMUNICATE 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). 使學員在外地參加培訓時（交叉或境外培訓得到用餐補助。 II. POLICY 政策 1. Where meals have not been organized as part of an organized training program, this policy will apply. 本政策適于用餐安排不包括在培訓項目之內(nèi)的情況。 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 have an Executive Dining Room, employees should eat in the Employee Restaurant. 本飯店員工在香格里拉集團的飯店內(nèi)參加培訓 時，如本員工有權(quán)在高職餐廳就餐，應在培訓飯店的高職餐廳就餐。如培訓飯店沒有高職餐廳，則在員工餐廳就餐。 3. CWH employees entitled to meals at the Hotels Employee Restaurant will be allowed to eat their meals in the Trainer Hotels Employee Restaurant. 在本飯店員工餐廳就餐的員工應在培訓飯店的員工餐廳就餐。 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. 如果培訓學員的住宿在非香格里拉飯店，其用餐費應是每天 50 人民幣，該費用將評發(fā)票從培訓經(jīng)理處報 銷。 5. All other meal arrangements must first have prior approval from the Training Manager and Director of Human Resources. 所有其他用餐安排應事先得到培訓經(jīng)理和人力資源總監(jiān)的批準。 PUDONG SHANGRI-LA HOTEL SHANGHAI HUMAN RESOURCES POLICY & PROCEDURE MANUAL SUBJECT : TRAINING CONTRACTS AND BONDING 培訓合同 PREPARED BY : George Zhang-TM REVIEWED BY : DHR DATE PREPARED : May 31, 2004 EFFECTIVE DATE : June 1,2004 APPROVED BY : GENERAL MANAGER POLICY NO. : HR/T1.04 DISTRIBUTION : ALL DIV/DEPT HEADS PAGE NO. : 1 OF 2 COMMUNICATE TO : ALL HOTEL EMPLOYEES I PURPOSE 目的 A Bonding Agreement is a contract, which requires an employee to continue to work 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. 培訓協(xié)議 是飯店要求員工在參加幾種培訓之后繼續(xù)為飯店工作而簽的合同。員工如在本合同期內(nèi)辭職，應償還該培訓的一部分培訓費用。 II CONDITIONS 條件 Bonding Agreement will apply to all staff determined by the hotel who take part in the following types of Training : 本協(xié)議適于參加以下各培訓項目的員工： 1. Cross Training at any other Shangri-La property 在任何一家香格里拉飯店的交叉培訓 2. Any form of local/overseas training. 任何種類的當?shù)?、境外培?3. Any other training conducted by external trainers where the total training fees (including accommodation, travel and meals) exceeds RMB 2,000. 任何由外請培訓員作的培訓費用 (包括住宿，交通和餐食費 )超過 2000人民幣的培訓項目 . III POLICY 政策 1. All of the Training Courses mentioned above are strictly voluntary. Employees are not required to attend any training courses or sign the resultant contract unless they wish to. 上述所有課程的參加及培訓協(xié)議簽署均采取由員工自愿的原則。 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 : 所有培訓協(xié)議的有效期均在始于該培訓最后一天的一年，二年或三，具體內(nèi)容如下： Bonding Value Bonding Period Compensation 協(xié)議價值 協(xié)議期限 賠償 Below RMB 2,000 Nil 沒有 Nil 沒有 RMB2,000 below RMB7,500 1 year Full Payment if staff leave within one year 人民幣 2,000 元 7,500 元之內(nèi) 1 年 員工于一年內(nèi)離職， 將賠償公司全部培訓費用 RMB7,500 below RMB12,500 2 year 1st Year Full Payment, 2nd year 70% 人民幣 7,501 元 12,500 元之內(nèi) 2 年 一年為全額賠償， 第二年內(nèi)離職為 70%賠償 RMB 12,501& above 3 years 1st Year Full Payment, 2nd year 70%, 3rd year 50% 人民幣 12,501 元 以上 3 年 一年為全額賠償，第二年為 70%， 第三年離職為 50%賠償。 PUDONG SHANGRI-LA HOTEL SHANGHAI HUMAN RESOURCES POLICY & PROCEDURE MANUAL SUBJECT : TRAINING CONTRACTS AND BONDING PREPARED BY : George Zhang-TM REVIEWED BY : DHR DATE PREPARED : May 31, 2004 EFFECTIVE DATE : June 1,2004 APPROVED BY : GENERAL MANAGER POLICY NO. : HR/T1.04 DISTRIBUTION : ALL DIV/DEPT HEADS PAGE NO. : 2 OF 2 COMMUNICATE TO : ALL HOTEL EMPLOYEES 3. Bonding Agreement shall be based on the total training expense which should be decided based on course fees, travel, accommodation, meal and other related expenses. 培訓協(xié)議之價格應由培訓項目的整個價格為準，包括課程，交通，住宿，餐食等有關 費用。 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. 如果員工在協(xié)議期 之內(nèi)辭職，應按第二條內(nèi)所規(guī)定比例償還培訓費。 5. The bonding period is non-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. 協(xié)議期限不可累計，有效期至多為最近三年。然而， 以前拖欠的培訓費用（按時間比例）仍需加在最近的培訓協(xié)議期內(nèi)。 6. If the Hotel terminates the staffs labor contract based on the 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. 如果在培訓協(xié) 議期間員工因表現(xiàn)不好（以員工手冊為標準）飯店終止了員工的勞動合同。則該員工必須按第二條內(nèi)所規(guī)定比例償還培訓費。 7. If the staffs Labor Contract is due but the staff is still under training bond, 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.) 如果在培訓協(xié)議期間員工合同期滿，員工應與飯店續(xù)簽勞動合同已履行培訓協(xié)議。 除非飯店不與之續(xù)簽（參照第六條） 8. Where there is a transfer to another Shangri-La property within the bonding period, 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. 如果員工在協(xié)議期限內(nèi)調(diào)轉(zhuǎn)到其他香格里拉飯店，該員工的培訓費用由下一家飯店按 比例償還，如 浦東香格里拉 飯店接受從其他香格里拉飯店調(diào)轉(zhuǎn)來的員工，應向該飯店按比例給予償還，將之記錄在與調(diào)轉(zhuǎn)員工所簽的合同內(nèi)。 9. Before signing a Bonding Agreement, all terms and conditions of this policy should be clearly communicated to the employee by the Training Manager. 在簽署本協(xié)議 之前，政策中所有條款及條件應由培訓經(jīng)理清楚地向員工闡明。 10. Two copies of the Bonding Agreement shall be signed. One is to be placed in the employees personnel file and one copy is to be kept by the employee. 本協(xié)議的兩份復印件均需簽字。一份存在員工的個人檔案內(nèi)，一份由員工個人保存。 11. Should there be any confusion over this policy, GM will make a final decision. 如對本協(xié)議有任何異議，總經(jīng)理有最后的決定權(quán)。 PUDONG SHANGRI-LA HOTEL SHANGHAI HUMAN RESOURCES POLICY & PROCEDURE MANUAL SUBJECT : TRAINING REQUESTS 培訓申請 PREPARED BY : George Zhang-TM REVIEWED BY : DHR DATE PREPARED : May 17.2004 EFFECTIVE DATE : June 1.2004 APPROVED BY : GENERAL MANAGER POLICY NO. : HR/T1.05 DISTRIBUTION : ALL DIV/DEPT HEADS PAGE NO. : 1 OF 1 COMMUNICATE TO : ALL HOTEL EMPLOYEES I. 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. 為 統(tǒng)一提名與批準員工參加培訓活動的程序，以減少此程序涉及的文字工作，改善 對培 訓費用的控制。 II. POLICY 政策 1. Training Applications are required to be submitted for any staff who is proposed to attend : 提名任何員工參加下列培訓都需要提出申請： Cross Hotel Training 飯店交叉培訓 Cross Department Training 部門交叉培訓 Overseas Training 海外培訓 Training provided by external Consultants/Trainers 外請培訓員提供的培訓 Government required training 政府部門要求的培訓 2. Requests for training 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. 培訓申請?zhí)顚懪嘤柹暾埍怼Ｅ嘤柹暾埍砩系母黜梼?nèi)容都須填全，尤其是培訓目的與費用部分 3. The request must be signed by the relevant Department Head and submitted to the Training Manager. 該申請須由有關的部門經(jīng)理簽字，交至培訓經(jīng)理處。 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. 在得到相關批準之后，此申請須發(fā)至財務部和選送部門及培訓部存檔。 5. 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. 培訓部對任何沒有經(jīng)審批的培訓申請表費用均不予報銷。此做法的目在于有效控制培訓費用使培訓預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. 飯店交叉培訓或海外培訓，請參照 P&PT1.08 2. Should it be Cross Department Training, please refer to P&P T1.07. 部門交叉培訓，請參照 P&PT1.07. 3. Should it be Training provided by External Consultant or Government Institutions, the above procedures apply. In addition, a Training Contract/Bond may be required according to P&P T1.04. 本政策也適用于由外請顧問或政府部門提供的培訓。此外，如須簽培訓合同，請參照P&PT1.04. PUDONG SHANGRI-LA HOTEL SHANGHAI HUMAN RESOURCES POLICY & PROCEDURE MANUAL SUBJECT : TRAINER OF THE QUARTER/YEAR 年、季度培訓員 PREPARED BY : George Zhang-TM REVIEWED BY : DHR DATE REVISED : May 17.2004 EFFECTIVE DATE : June 1.2004 APPROVED BY : GENERAL MANAGER POLICY NO. : HR/T1.06 DISTRIBUTION : ALL DIV/DEPT HEADS PAGE NO. : 1 OF 1 COMMUNICATE TO : ALL HOTEL EMPLOYEES I. PURPOSE 目的 To create a system to reward hotel/department trainers who have made outstanding contributions to Training their staff during the previous year. 為表彰上一季度或上一年做出突出貢獻的部門或飯店培訓員 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 respective Departments for nomination together with following information : 培訓部將向各部門分發(fā)部門或飯店培訓員名單以得到部門領導對季度或年度培訓員提名，同時個部門也將下列信息上報給培訓部： No. of training hours clocked 所作的培訓課時數(shù) Types of training conducted 所作的培訓課種類 Ratings based on course evaluation forms 培訓評估得分情況 2. The Division/Department Head will nominate the most outstanding candidate by using the prescribed form. 部門總監(jiān)或經(jīng)理通過上交提名表格對本部門培訓員進行提名 3. The form will be routed to the Training Department & a profile presentation will be made to the panel by the Dept Head. 該表格上交到培訓部之后，部門總監(jiān)或經(jīng)理將對其提名向評選委員會作有益的介紹 4. Nominations must be accompanied by justifications of why the trainer should receive the award. 提名介紹需證明該培訓員為何應授此 獎。 5. The trainer will be evaluated according to the following categories: Number of training hours clocked during the year. 本年內(nèi)所作培訓的課時數(shù) Positive comments from the Training Feedback Forms. 培訓評估上的肯定評論 Improvement in Departments performance monitor. 本部門服務質(zhì)量監(jiān)測的提高 Department Heads testimonial. 部門總監(jiān)或經(jīng)理的推薦 Observations of Training Manager/Asst. Training Manager. 培訓經(jīng)理的觀察 6. The selection of the Trainer of the Quarter/Year will be decided by a panel comprising the General Manager and the Excom after a presentation by the Training Manager. 年度或季度培訓員的選擇需經(jīng)包括總經(jīng)理和行政管理委員會在內(nèi)的評選委員會的決定 7. The Trainer of the Quarter will receive a certificate signed by the General Manager and cash of RMB300 that will be awarded at the Staff Meeting. The Trainer of the Year will receive a certificate signed by the General Manager as well as RMB500, as rewarding at year-end staff party. 年度培訓員和季度培訓員都將在員工大會上得到有總經(jīng)理簽字的證書及分別為人民幣 500 元和300 元的獎金。 8. It must be reiterated that the award of “Trainer of the Year” is only to be given where there has been an outstanding contribution to training. The panel is under