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 handbook’s 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。
Laguna Phuket includes five luxury hotels namely, Laguna Club, Dusit Laguna, Sheraton
Grande Laguna Beach ,the Allamanda Laguna 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 ,Shetaton
Grande 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 1997＆1998。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
Business Travel Magazine awards in Hong Kong.
悦榕集团还赢得了 1997 和 1998 年亚洲最优秀的渡假酒店称号的 PATA 大奖。1998 年，在
英国 Conde Nast 旅游杂志和香港商业旅游杂志上，我们又赢得了全球最好的 Spa 渡假酒店
的称号。
Banyan Tree Hotels＆Resorts
悦榕渡假酒店集团
Banyan Tree Hotel ＆ Resorts is a member of the Wah Chang Group. The company,s
corporate mission in to develop and manager up market luxury boutique resorts ,which are
steeped in Asian traditions and are environmentally sensitive.
悦榕渡假酒店集团是画昌集团的产业之一，公司目标是：开发和管理高级精品型渡假市场，
并使之与亚洲传统的文化理念和环保意识相融合。
Banyan Tree Hotels ang Resorts properties include
悦榕渡假酒店集团的产业有：
1． Banyan Tree Phuket ,Thailang (Sep 19940
悦榕普吉渡假酒店，泰国（1994 年 9 月）
2． Banyan Tree Maldives Vabbinfaru (Apr 1995)
悦榕马尔代夫渡假酒店，（1995 年 4 月）
3． Banyan Tree Bintan ,Indonesia (Dec 1995)
悦榕民丹渡假酒店，印度尼西亚（1995 年 12 月）
4． Banyan Tree Bangkok (Jan 2002)
悦榕曼谷渡假酒店（2002 年 1 月）
5． Banyan Tree Seychelles (Jun 2002)
悦榕塞舌尔渡假酒店（2002 年 6 月）
6． Banyan Tree Ringha ,China (Sep 2005)
悦榕仁按藏村，中国（2005 年 9 月）
7． Banyan Tree Lijiang ,China (Mar 2006)
丽江悦榕渡假酒店，中国（2006 年 3 月）
8． Babyan Tree Al Areen, Bahrain (Mar 2006)
悦榕阿尔阿琳渡假酒店，巴林（2006 年 3 月）
Banyan Tree offers an intimate retreat experience featering its own signature blend of
romance, rejuvenation ang exotic sensuality. The philosophy behind the tesorts in based on
probiding a place for rejuvenation of the body, mind and soul –a Sanctuary for the
Senses .Each Banyan Tree villa is designed to fit into their surroundings ,using indigenous
materials as far as possible ,reflecting the architecture ,landscape and vegetation of the
destination.
悦榕集团提供融合了以浪漫为代表的异国感受返朴归真的个人体验。本集团渡假酒店的理念
是：身心合一、回归自然。每一栋悦榕别墅都依照其所处的独特环境和当地文化来设计，以
反映当地特有的建筑风格、地形地貌及自然植被。
Departments ＆ Divisions:
酒店部门
Rooms and Related:
Front Office, Concierge, Business Centre and Banyan Tree Club are headed by the Front
Office Manager. Housekeeping and Laundry are the responsibilities of the Executive
Housekeeper.
前台、礼宾部、商务中心和悦榕俱乐部由前厅部经理负责。客房和洗衣房由客房部行政管家
负责。
Food and Beverage:
餐饮部
Restaurants ＆ Service:
餐厅和服务
Restaurant and Bar are the responsibility of the Area F＆B Manager.
餐厅和酒吧由区域餐饮部经理负责管理。
Kitchens are the responsibility of the Executive Chef.
厨房由行政总厨负责管理。
Engineering
工程部
The Chief Engineer is responsible for the upkeep of the building contents and grounds.
工程总监负责酒店和其他相关区域设施的维修和保养。
Finance and Accounting
财务部
Finance and Accounting is responsible for processing payments, credit and collection of
guest accounts, financial reporting, auditing, budgeting, information systems, purchasing,
and receiving and payroll systems. The Department is headed by the Area Financial
Controller.
财务部的职责有：应付、会计、出纳、财务报告、预算管理、采购和应收。部门负责人是区
域财务总监。
Human Resources
人力资源部
This Department consists of two main functions: Personnel and Training. The Area Human
Resources Director is responsible for this department.
这个部门的主要职能是：人力资源管理和培训管理。区域人力资源部总监负责该部门的运作
和管理。
Security Department
保安部
Safety and security of the guests and associates and protecting the guest/hotel assets is the
responsibility of the Security Guard.
保安负责确保和维护客人、员工、客人/酒店资产和其周边环境的安全。
Administration ＆ General
行政办公室
General Management, Marketing Department and tourism Department are within
Administrating ＆ General.
总经办、市场销售部、旅游部归属行政办公室。
PART 2
第二节
HOTEL POLICIES
酒店制度
HOTEL POLICIES
酒店制度
Employment Policies and Procedures
雇佣员工的程序和制度
Necessary Documents for Employment
雇佣必须的文件
The selected applicant has to submit the following credentials to the Personnel Office:
被选择的面试人员必须向人事部提供以下资料：
● 10photogtaphs of half-length, full face and without hat and black glasses, 2”X 1 1/2 in
size, taken not longer than six months previously
10 张近照（拍摄时间不超过六个月）半身免冠免黑色眼睛的 2 寸彩照
● A copy of Identification Card
身份证复印件 1 份
● A copy of House Registration
户口本复印件 1 份
● A copy of Certificate of Education or Certificate of Qualifications as per the hotel
requirements
根据酒店要求提供相关学历证书复印件 1 份
● Saving Account Number from the designated Band
提供有效指定银行帐户帐号
● Health Report Form as per the hotel requirements
根据酒店要求提供身体健康证明
Accurate personnel records are important to the Hotel. An associate should keep Human
Resources informed of his/her personal status by completing a change of status form in the Human
Resources Department, and by bringing any new or updated documents such as marital status,
level of education, etc. An associate must notify the Human Resources Department, as soon as
possible, of any changes.
为酒店提供准确的资料是非常重要的。如果个人资料有所变更请立即向人力资源部汇报，诸
如婚姻和学历状况等，并提供相关证明材料。
Employment Procedures
雇佣程序
A qualified applicant who will be employed needs to pass the following procedures:
一位合格的应聘者需要通过以下程序：
1． Pass the English Test from the Training Department and pass the first stage
interview from the Personnel Manager.
通过培训部的英文测试和人事部经理的第一次面试。
2． Pass the test and interview from the Department Head, Division Director and/or the
General Manager.
通过部门总监，部门经理和/或总经理的第二次面试。
3． Hold the previous satisfied work experiences record.
具有良好的工作记录。
4． Be certified medically fit by the designated hospital.
持有指定医院出具的健康证。
5． The Hotel will not consider any applicant who was dismissed or have unpleasant
reference from other place of work.
对于没有良好工作记录的应聘者，本酒店将不予考虑。
6． In the case of re-hiring previously terminated associates, approval must be
obtained from the General Manager.
再次申请入职的员工必须得到总经理的特别批准。
Employment of Family Members
酒店员工亲属的聘用
It is the policy of Banyan Tree Lijiang to hire a spouse or close relative only under very special
circumstances.
仅在非常特殊的情况下，丽江悦榕庄才会考虑雇佣员工的配偶或近亲。
Probation Period
试用期
● A new associate is subject to a probationary period of 3-6 months for all levels.
所有的新入职员工都有 3 至 6 个月的试用期。
● A new associate, after completion of 45 days and 90 days, must be appraised by
Supervisor or Department Head.
部门主管或经理将在新员工入职 45 至 90 天内对其进行评估。
● If the performance evaluation is satisfied, Hotel will confirm the employment by written
confirmation letter.
对于表现良好的员工，酒店将以书面形式做出肯定。
● A probationary associate may be discharged at anytime without prior notice and he\she is
not entitled to compensation of any kind including advance notice.
酒店保留在不提前通知的情况下结束试用期和不做出任何赔偿的权利。
● If an associate is promoted or transferred a probationary prejudice to any other
termination clauses in this handbook or relevant employment contract, the failure to
satisfy the performance standard of the promoted position in the probationary period will
not result in the termination of the promoted of the employment contract, alternatively,
such promoted employee shall be degraded to his /her original position.
● 所有职位晋升或部门换的员工都有试用期。在不影响本手册及相关劳动合同中关于
中指条款的前提下，被升职员工在该等试用期内未达到升值职位之要求的，劳动合
同并不终止，然而，该等被升职员工将被除数退回原工作岗位。
Promotion and Transfer
职位晋升和部门调换
When a position is open in the hotel, it will be posted on the associates’ bulletin board by the
associates’ entrance, and in Human Resources for a minimum of 7 days.
当酒店有任何空缺职位时，人力资源部将在员工入口处的信息预告板上公布最少 7 天。
Generally, interdepartmental and inter-hotel transfers will not occur prior to four months of
continuous employment .if the associate’s wish is to transfer to another department, a Request
for Traansfer forms must be employed. If they with to transfer to another department, a
Request for Transfer forms must be completed and approved by their department head. These
forms are available in the Human Resources Department. All interviews will be arranged by
Human Resources.
总体而言，酒店内部或集团内部的调换不能在入职四个月之内。如果员工希望调换到其
他部门需要填写调换部门申请表并得到其所在部门负责人的批准。人力资源部可以提供
调换部门申请表，并安排相关所需面议。
It is the philosophy of the Banyan Tree to promote from within whenever possible based upon
job-related qualifications. How well an associate does in their present job ,attendance record,
attitude, training as well as the willingness to do more than simply meet expectations, all play
a significant role in the eligibility for promotion. Promotion is not based on seniority.
悦榕集团的晋升理念是：基于员工在现任岗位上的工作表现及态度、考勤记录、培训表
现，和超越期望的工作意愿给予晋升考虑。晋升将以上述的所有优秀表现为基础，而不
是以资历进行评估。
In case of transfer or promotions, an associate will observe an on-the –job probation. Unless
stated otherwise, all transfer and promotions will be officially confirmed in writing after the
probation period.
无论是晋升或是调换部门，我们都将观察试用期间的员工表现 。除特殊协议外，全部
的部门调换或晋升将在试用期满后以书面形式作正式通知。
The company reserves the right to transfer any associate to work in a new position whenever
deemed appropriate or necessary ,although the action may require changes of work schedule
or conditions, department and location due to distance from the associate’ residence. The
salary and benefits package of the associate shall remain the same or be adjusted.
酒店保留在情况需要时将员工调换到其它岗位的权利，尽管做出的调整可能会影响到工
作时间、工作环境、部门和与其员工居住地的远近距离。薪金和福利会保持不变或做出
调整。
Attendance
考勤
Associates are a valuable part of the team and it is important for an associate to be on time
and ready to work each day that he /she is scheduled, if an associate is unable to report to
work or expects to be late for any reason, an associate is required to notify his /her supervisor
or Department Head no later than 2 hours (depending upon the departmental policies) before
the scheduled starting time to allow replacement arrangements to be made.
对于我们而言每位职员都不得是团队中重要的一环，每位职员必须按照时间表准时上下
班。如果任何原因影响职员无法逆命题以岗，职员必须提前两个小时（以部门要求为准）
通知部门主管或负责人以便做出适当的调整与安排。
An associate should advise his/her Supervisor or Department Head of the reasons for his/her
absence as well as the anticipated arrival time or date of return. If the Supervisor or
Department Head is not available, the associate should contact other management personnel.
It is an associate’s responsibility to contact his/her direct supervisor as soon as possible.
Messages left with fellow associates will not be accepted as notification of an absence.
员工需要申请假期必须提前请示部门主管或负责人，并提供缺勤由和返岗日期。如果不
能及时联系上部门主管或负责人则必须请示人力资源部。员工有责任尽早通知其所在部
门的其他主管。未经部门主管或负责人许可的留言（比如：由同事转达）将是不被接受
的并按缺勤处理。
If absence from work is more than three days due to illness or injury, an associate may be
required to submit a appointed doctor’s note upon his /her return to work. An associate should
call the Supervisor or Department Head on the first day of his absence and provide him/her
with an estimated date of return. When an associate is ready to return to work, he /she must
notify his /her Supervisor or Department Head the day before. If an associate returns to work
and has not called to notify his /her supervisor, it is possible the associate may be sent home
due to his /her shift being covered by another associate.
三天以上因生病或受伤的病假必须出示指定医院的病假单。员工必须第一时间将病假所
需天数通知部门主管或负责人并在返回工作前一天与部门主管或负责人确认如果没有
进行砍认，将有可能由于其他同事代替其岗位而被要求回家。
If an advocate wishes to be excused from work for a particular day for any reason other than
sickness or injury,an associate needs to apply for leave from his\her Department Head or
Supervisor and obtain his\her prior written approval.
如果不是由于生病或受伤，员工需要提前才书面形式对部门主管或负责人提出假期申请
并且得到其书面许可。
An associate is responsible for being in place to start the shift as scheduled. Tardiness and
excessive absenteeism are sufficient grounds for disciplinary action which may include
suspension and\or termination.
若员工在规定假期结束后没有按时报到，将会面临包括可能中止和/或解除合同的纪律处
分。
Overtime
加班
Due to the workload of the hotel, the supervisor may ask associates to work beyond the
normal shift and, whenever possible ，associates will be given advance notice . overtime work
will be distributed as equitably as possible to equalize the opportunity for overtime among all
associates in a given work schedule ,while meeting the company’ high level of service
commitment .overtime must be approved in advance by the supervisor.
在酒店工作需要的情况下，部门主管有权利要求员工加班。如果时间许可的话，员工会
提前收到通知。在保证酒店高水平服务的前提下，所有员工将会公平的承担加班责任。
所有的加班都必须得到由部门主管的事先许可。
Working hours not recorded or reforming overtime work not specifically authorized in
advance, are both serious violations of hotel policy and may result in disciplinary action.
没有记录的工作时间和不被部门主管许可的加班将不予认可，两种情况均严重违背酒店
制度，并会受到酒店纪律处分。
Resignation
辞职
It is the policy of the hotel to do exit interview with all associate who would like to resign
from the hotel .for more information, see “Part 8: Termination of Employment”.
根据酒店政策所有申请辞职的员工将被面试以了解离职原因，具体细节可参阅“第八节
员工离职”。
It is the Banyan Tree’s philosophy that associates and the company both benefit from frank
and objective performance appraisals. Accordingly, it is The Banyan Tree’s policy to review
all associates formally at least once every six months on the basis of the position description
and performance objectives that are established by management .in addition, supervisors
should engage in frequent and ongoing informal performance discussions with associates they
supervise.
根据悦榕集团的理念：所有的员工都要进行工作能力考核。根据悦榕集团政策：按照工
作岗位和管理层的要求，所有员工都将参与六个月一次的能力考核。此外，部门主管有
责任经常与其所属部门员工进行非正式的工作表现讨论。
Annual performance reviews consist of a written evaluation of the associate’s job
performance and a personal discussion with the associate .written evaluations should be based
on objectives agreed to between the supervisor and the associate at the beginning of the year
年度考核的项目包括：员工工作表现的问郑评估和部门主管与员工之间的讨论问卷上的
目标需要在每年年初由部门主管和员工同时认可。
Informal performance discussion-performance counseling should be an ongoing process, in
which the associate is made aware of his /her performance strengths and weaknesses. the goal
should be that the annual review does not contain any major surprises .supervisors should
document informal performance discussion for use in preparing the formal review. Informal
documentation, however, is not a substitute for formal performance review and corrective
action.
非正式工作表现讨论：员工工作必须由此得到持续的指导，并且以此帮助员工认识到自
身的优点和缺点。该讨论的目标不应该与年度工作考核目标出现较大的波动，在正式考
核前，部门主管需要对非正式的工作讨论进行记录备案。非正式的讨论记录备案不能代
替正式的考核和改进表现。
Objectives of performance appraisal:
工作考核的目标：
1、To evaluate associates’ performance: how effectively they perform their duty.
评估员工的工作表现：如何才能有效地把工作做得更好。
2 、 To improve the knowledge and ability of associates. Suggestions and results of the
performance appraisal will be accumulated to formulate training programs aimed at enhancing
the effective performances of associates.
提高员工的知识和工作能力，考核结果和建议最终将被除数归纳并列入培训项目安排以
提高员工的工作效率。
3、To take results of associates’ evaluation into consideration for annual salary increment,
promotion, transfer, and corrective action of associates.
最后的考核结果将被除数列入加薪、晋升、调换部门考量并要求员工更正其不足之处。
The Banyan Tree requires evaluation of associates to be conducted as follows:
悦榕集团要求全部员工参与以下考核
Probation period: at the 3-6months
试用期：3—6 个月
After completion of their probation term: once every six months
试用期满后：考核时间为每六个月一次。
Year of services
工作年限
Year of service starts calculating from the employment date till the last working day.
工作年限以入职之日开始计算至最后工作日。
For associate who is re-employed will start counting from the latest employment date.
重新入职的员工工作年限将以最近一次入职的时间开始计算。
PART3
第三节
BENEFITS
福利
Government Benefits
政府福利
1、injury or sickness due to causes which happened outside the working period.
工作时间以外的受伤和生病
Benefit: will be covered by company base on local labor law.
福利:酒店将根据当地劳动法承担费用。
2、Child Birth
生育
Benefit: Will be able to receive the benefits base on Local Labor Law.
福利:可根据当地劳动法享受相关福利。
3、 Death
死亡
Benefit: Will be able to receive the benefits base on Local Labor Law.
福利：可根据当地劳动法享受相关福利。
4、Retirement
退休
Benefit: Will be able to receive the benefits base on Local Labor Law.
福利：可根据当地劳动法享受相关福利。
5、Unemployment
失业
Benefits: Will covered by Unemployment Insurance after complete 3 months service for
Hotel. According to our understanding, it is required by law that the employer shall pay the
employment insurance (as well as pension, medical insurance, housing public reserve) from
the beginning of the employment.
福利：为酒店服务满 3 个月后可享受失业保险福利。
For further information please contact Human and Resource Department.
具体细节请于人力资源部联系。
Hotel Benefits
酒店福利
Salary and Other Allowance
薪水和其他福利
The board of management considers salaries to be competitive and also routinely compares
other benefits for our associates with other hotels in Lijiang.
董事局将定期了解当地同行业的薪金待遇，给员工提供有竞争力的、例题的薪金与福利。
Salary and also other benefits, which have been approved, are subject to change upon
consideration of the associate’s position, experience, educational background, and situation.
Every associate will get their salary on the last day of each month, which will be deposited,
through the associates’ account in the specified banks. Income taxes and other social
insurance deductions will be deducted automatically from the salary. Associates will be
responsible for income taxes that arise from other incomes.
薪金 和其他被认可的福利，将会根据员工的职位、经验、学历和情况来更改。每位职
员都将在每个月的最后一天收到薪金，薪金将被转入指定的银行账户内。个人所得税和
个人缴纳部分的社会保险金均从其每月薪金自动扣除。员工对其其它收入所交纳的个人
所得税由其本人负责。
Yearly Bonus is the money that is provided to the associates due to the operation of the hotel,
with consideration of the owners, and the result of associates’ performance. This amount of
money will not be fixed and can be changed yearly. Associates that work for less than 12
months including the probation period, and associates who temporarily stop working without
receiving salary will receive a partial bonus at the discretion of management. Associates who
resigned during the year will not receive either the full or partial bonus.
年度奖金 根据酒店的运作情况、业主的考虑和员工的表现，员工将会得到一定金额的
年度奖金。奖金的金额将不确定并根据每年的情况更改。为酒店服务为满 12 个月（包
括试用期）的员工和停薪留职的员工将根据酒店管理层的决定得到一部分年度奖金，辞
职的员工将不能得到年度奖金。
Salary Increase The salary raise in not automatic, but depends on the consideration of the
hotel, the operational result of associates which are still on probation will not get a raise.
The increase of salary is dependent on the result of the associate’s performance, which will be
evaluated by the Department Head. No salary increase is considered during the probation
period. The range of salary increase will be decided by department supervisors based on the
evaluation to associate’s performance. The formal evaluation form, which is used, is the form
from the H＆R department, and the evaluation will start in October and ends in November of
each year. The result will be given to the H＆R department for consideration and approval.
加薪 薪金不会自动提高，而是根据公司的考虑和员工的表现。试用期内不能加薪。
加薪根据部门经理评估的员工表现来决定。在试用期内不予考虑厂。加薪的幅度将由部
门经理对员工的表现进行评估决定。正式的考核表将由人力资源部统一提供，通常会在
每一年的十月开始至十一月止。最后结果将交回人力资源部作最后的审核和批准。
Uniform
制服
Associates who need to wear a uniform will get free uniforms. After the associate is hired, the
associate will receive a document from the H＆R Department, with which the associate can
later bring to the Laundry Department to get the uniform.
酒店将为每一位员工提供免费制服。员工被录取后，人力资源部将给员工一份制服领取
表，凭该份表格员工可到制服房领取制服。
The hotel will launder all uniforms after the associate has resigned. The associate who has
resigned will have to fill out the form from the H＆R Department to ensure that the uniform
has been returned. The uniforms belong to the hotel and cannot be brought out of the hotel
except for some positions that can be worn home. Associates will wear the uniform during
work and cannot wear them elsewhere. Uniform includes nametag, and shoes.
酒店将会收回辞职员工的制服。辞职员工必须填写人力资源部的制服退还表以确定制服
已经退还。制服属于酒店，不允许带出酒店（特殊职位除外）。制服只能在工作时间内
穿着。制服包含工号牌和鞋子。
Meal Service
工作餐
Banyan Tree Lijiang has arranged the staff canteen for the convenience of
will have the card of meals in the cafeteria. Those that bring their own
food are not allowed to eat them outside the cafeteria. Associates must keep the place clean
and also adhere to the hotel hygiene standards. Associates are not allowed to bring food and
beverages outside the cafeteria. Associate are not allowed to bring friends or family members
into the cafeteria.
为了员工的方便，丽江悦榕将设置员工餐厅。所有的员工都将在员工餐厅凭饭卡用餐，
自己带食物的同事不可以在员工餐厅以外的地方用餐。员工必须按照酒店要求保持员工
餐厅的清洁卫生。员工也不能将食物和饮料带到员工餐厅以外的范围。员工不能将家属
和朋友带到员工餐厅。
Complimentary Accommodation in Other Chain Hotels
其他连锁酒店的免费住房
Regarding the benefits of the complimentary accommodation in all branches, associates can
select accommodation from Banyan Tree Phuket, Allamanda Phuket Hotel, Banyan Tree
Maldives Hotel, Banyan Tree Bintan Hotel and Banyan Tree Seychelles Hotel .
免费住房的福利可以在所有的连锁酒店中使用，例如：Banyan Tree Phuket, Allamanda
Phuket Hotel, Banyan Tree Maldives hotel, Banyan Tree Bintan Hotel and Banyan Tree
Seychelles Hotel
Complimentary Accommodation at the hotel’s branches is divided according to the
associate’s rank or position as the following
免费住房的标准取决于员工级别，具体如下：
Associate’s rank Rate of the complimentary 免
费金额
Conditions 条件
Rank A
级别 A
Will get $5,000/yr from rack
rate 免费金额以酒店门市价
为准每年 5000 美金
Not more than 5 nights for
each stay.每次入住不能超过
五晚
Rank B
级别 B
Will get $4000/yr from rack
rate 免费金额以酒店门市价
为准每年 4000 美金
Not more than 3 nights for
each stay
每次入住不能超过三晚
Rank C
级别 C
Will get $3000/yr from rack
rate 免费金额以酒店门市价
为准每年 3000 美金
Not more than 3 nights for
each stay 每次入住不能超过
三晚
Rack D and Rank E
级别 D 和 E
Will get $2000/yr from rack
rate 免费金额以酒店门市价
为准每年 2000 美金
Not more than 3 nights for
each stay 每次入住不能超过
三晚
Apart from these, there are more conditions as written below
除此以外，还必须符合以下要求：
1. These benefits will be given to associates who have completed 1 year of work in the hotel.
这个福利仅提供为酒店服务满一年的员工。
2. Associate will not be able to use this benefit if he/she has handed in resignation letter.
递交了辞职申请的员工不享受该福利。
3. Associate can use this benefit together with a child whose age is not more than 21, who can
check in into a certain hotel at the same time.
员工使用该福利时可以在入住酒店的条件许可的情况下携带一名不超过 21 岁的孩子。
4. Associates can reserve any type of room depending on the availability of that room and will
deduct the accommodation charges from the benefits that the associates received.
员工可以基于住房率情况预定任何房型并从免费住房金额中扣除。
5. In the case of staying beyond the given benefits, the hotel will charge at the rate of 50% of
rack rate.
如果员工使用金额超过免费住房金额，酒店将按照门市价的 50%计算超出的房费价格。
6. Associates and their family will have 50% discount from the prices listed in the menu for
foods and beverages during the stay by using the received benefits.
员工和其佳人在入住期间可以享受 50%的餐饮折扣
7. The benefits can be transferred to parents or brothers and sisters who come to visit the
associates in the hotel that he/she is working at, who will not be able to use more than 5 room
nights a year.
该福利可以被使用于员工的父母、配偶、子女和兄弟姐妹到其工作的酒店探访，仅限于
每年五个房晚。
8. The benefits cannot be used on days that the hotel has announced as closed out dates, which
the hotel will announce in advance.
该福利不能在酒店将会出现高入住率的时候使用，酒店会提前声明。
Closed out dates nowadays are
目前高入住率的时间阶段有：
● DEC20-Jan 4 for all hotels 12 月 20 日至 1 月 4 日（所有酒店）
● From Thu-Mon during Easter Days for all hotels 复活节的星期三至星期一（所有酒店）
● 4nights starting from Chinese New Year Eve for hotels 从除夕开始的四天
9. Unused benefits can be kept for one year. For example, the benefits for 2005 can used in year
2005 and year 2006
没有使用的免费住房金额可以保留一年，如：2005 年的福利可以在 2005 年和 2006 年使
用。
10. Benefits received cannot be changed into cash.
该福利不可以兑换成现金。
11. Reservation for accommodation has to be confirmed within 30 days before check in date so
that the General Manager in certain hotel will be able to estimate the number of guest during
that period.
为方便酒店总经理确定该段时间内入住该酒店的客人数量，员工必须在入住前 30 天提前
预订。
Reservation Process
预订程序
1. Request for the reservation of accommodation form from the Human Resources Department.
Fill in the form with signature.
到人力资源部领取预定表，填写表格并签名。
2. Hand in the form to the Human Resources Manager for verification and to complete all
information.
将表格交给人力资源部经理确认并补充所有信息。
3. HR Manger signs the form and processes through to the General Manger for confirmation of
sign in.
人力资源部经理签字并呈交总经理签字认可。
4. Fax to the General Manger of the hotel that associates want to stay for confirmation of sign
in.
将表格传真到员工选择入住的酒店总经理并得到其签字认可。
5. The form will be sent back with the signature of the General Manger and stamp with
confirmation of the reservation.
表格将在对方酒店总经理签字确认并加盖预定确认章后，传真回人力资源部。
6. In the case that associates cannot stay during the stated period of time, the hotel will send
back the form with an explanation where associates may have to change the date of arrival or
change the type of room and then go through step 5) and 6) again.
如果员工选择的日期不能被认可，对方酒店将会注明可能需要的行程改变，日期或是房
间类型，然后再重复步骤五和步骤六。
The hotel reserves the rights to adapt, change or cancel these policies at all times.
酒店保留采用、更改或删除该政策的权利。
Special Occasions
特殊活动
Birthday
生日
The hotel will provide a birthday gift. Moreover, the hotel will provide a party for the associates to
celebrate with the Management every month for those who have their birthdays; the budget will
prove within RMB 60 per associate’s birthday.
酒店将赠送过生日的员工生日礼物，并且，管理层每个月将为员工举办一次生日聚会，预算
开支在人民币 60 元/人以内。
Gifts for Sickness and Accidents
生病员工和发生意外员工的探访
In the case that an associate gets sick or gets into an accident and will have to stay in a hospital or
deliver a child, the hotel will provide a gift, which will be either a bouquet of flowers or a basket
of fruit.
生病住院的员工和发生意外或生育而住院的员工将得到酒店探访，酒店还会赠送一束鲜花或
是一篮水果。
Funeral Contribution
葬礼
In the case of a father, mother, spouse or child of associate has passed away; the hotel will provide
a fund of 500RMB. The associate will have to provide a copy of death certificate and a copy of
resident to the HR Department for further action.
如果员工的父母、配偶或子女去世，酒店将提供人民币 500 元的慰问金，员工必须向人力资
源部提供死亡证明书的复印件一份和户口本复印件一份。
PART 4
第四节
ASSOCIATE DEVELOPMENT
员工发展
The Banyan Tree Lijiang strives to help its associates improve their skills and work-related
knowledge in order to benefit both the company and the associate. A variety of training
opportunities are available both inside and outside the company.
基于酒店和员工双方的利益，丽江悦榕致力于帮助员工提高技术和业务知识，我们会在酒店
内和酒店外提供多样化的培训机会。
Associates should be aware of all the training programs that are available throughout the year.
Notices of optional Training Programs are usually posted in front of the Human Resources
Department. Associates should sign up for these to better themselves and further their careers. The
appraisals and promotions will take into consideration of the training programs that the associate
has attended and their ability to apply the training to their work.
员工应当了解到全年的培训计划。人力资源部会在信息榜上通告可被选择的培训纲要。员工
应当选择那些对他们的工作和生活有益的课程。考核和提升将考虑员工参加培训的时间以及
培训内容学以致用的能力。
Training programs should be used as stepping stoned to career advancement. Associates should
not restrict themselves to their own area of work but should try to acquire knowledge in other
areas. This not only helps them to develop a broader approach to work but will enhance team spirit
as well.
培训计划应该被用作员工职业发展的基石，员工不能局限在自己的工作领域中，也要学习其
他领域的知识。这不仅能帮助他们拓宽工作道路，同时也能提高他们的团队精神。
Internal Training
内部培训
New Associate Orientation – It is the policy of The Banyan Tree that attendance at an orientation
is mandatory for all newly hired associates. Such courses are given regularly and attendance is
required prior to the associate’s employment if possible.
新员工入职培训 —酒店要求所有新入职的员工必须参加入职培训。如可能，这个课程将会
有规律的进行，签到表将被考虑为员工雇佣的资料之一。
Entry Level Training – In addition to hotel orientation, new associates shall receive an
orientation to their work area any training necessary to perform their new job, including health and
safety training in accordance with law. New supervisors will receive additional training in their
supervisory duties. It is the responsibility of the Department Head to make sure proper department
orientation and training occurs.
岗位入职培训—新员工需要得到在他所工作区域的业务培训和可以帮助他们适应新工作的
相关培训，其中包括：法律要求的健康和安全培训。新主管将会得到如何加强自己管理能力
的额外培训。部门负责人必须确保完成适当的部门入职培训。
Position Skills Training – The Banyan Tree Lijiang provides all newly
hired/promoted/transferred associates with position skills training based on a structured learning
program for the position to ensure the acquisition of proper skills and knowledge required for
the effective performance of their jobs. The implementation of the learning programs will be
carried out by the concerned department head concerned has to sign in the allocated“Schedule of
Learning Program” form as a confirmation that the concerned associates has completed the
required “On-The-Job Training”.
岗位技能培训—丽江悦榕提供给所有新入职/提升/调换部门的员工岗位技能培训，目的在于
系统的学习该职位需要具备的技能和知识。部门负责人必须确保培训内容已经在工作中得到
使用。培训完成后，部门负责人必须签名认可“培训计划表”作为员工已经完成所需“岗位培
训”的依据。
Supervisory Skills Development – In a continued effort to train, develop, educate and upgrade
supervisory associates, the Hotel offers multi-faceted programs, including but not limited to:
主管管理技能培训—考虑到培训，发展，教授，提升主管技能，酒店提供多样化的培训计划，
包括（但不局限于）：
Leadership 领导技巧
Time Management 时间管理
Supervisory Techniques 管理技巧
Supervisory Training 主管培训
Train the Trainer 培训员培训
Safety 安全
Interaction Management courses plus workshops/conferences outside the Hotel.
交叉管理课程，包括酒店外的研讨/会议。
Other Development Programs – Banyan Tree Human Resources administers a Manager
Development Program which identifies candidates for development process.
其他发展计划—悦榕人力资源管理发展课程将选择有发展潜力的候选人参加。
Other development program including English classes is the benefit for the associate and the
courses will be announced every month.
其他培训计划包括英语课程作为员工的福利将每月按计划安排。
Cross Training
交叉培训
Purposes
目的
1. To enable everyone to be exposed to, and experience hands-on training of,
other jobs so that they can understand other people’s work.
确保每一位员工都可以体会到不同岗位工作，帮助他们更好的理解其他同事的工
作。
2. It gives everyone the opportunity to learn other job functions which could be useful in
maximizing their full potential.
给每一位员工提供机会学习其他工作的职责以最大限度的挖掘他们的潜力。
3. It facilitates the “one stop shop” concept of Service Banyan Tree Style, . it delivers a
more professional level of service, quicker than out competitors.
有助于促进“一站式服务”的悦榕风格，与我们的竞争者相比可以提供更专业、更
迅速的服务水准。
4. It serves as a kind of breather for people since they may be bored of doing the usual
routinary jobs.
给厌倦了日常工作的员工提供一个新鲜的环境。
5. It supports the management concept of “promoting from within”.
推行“从内部升职”的管理理念。
6. It can give out associate a sense of pride and belonging since they believe that they
contribute greatly to the success of the hotel.
给我们的员工归属感和荣誉感，正是员工们的贡献成就了酒店的成功。
Outside Training
外出培训
It is the policy of The Banyan Tree that associates, whose attendance to selected external
training ,whether overseas or local, is shouldered by the Hotel, be bonded for a specific
number of years depending on the cost of training .
（For more detail please communicate HR Department）
悦榕集团的政策是：当职员参加国内或国外的外部培训时，根据培训费用酒店将决定职员需
要为酒店提供服务的年限。（具体细节请与人力资源部联系）
Bonding Bears
合同时间
It is the policy of The Banyan Tree that, for training programs requiring considerable
financial investment for the company, the associate will be asked to sign a contract
committing himself/herself to work for the hotel for a predetermined period of time
depending on the training investment, after the successful completion of the program.
（For more detail please communicate HR Department）
根据悦榕集团的政策：酒店将依照培训费用与参加酒店外培训的员工签订培训合同。培训合
同中为酒店服务的期限将根据多少来决定。酒店将在员工成功完成培训课程后支付该笔费用。
（具体细节请与人力资源部联系）
Number r bonding years per cost of training as follows:
服务年限将依据以下费用标准执行：
Cost of training
培训费用
Bonding period
服务年限
2000RMB
2000 元人民币
6 months
六个月
2000RMB-5000RMB
2000--5000 元人民币
1 year
一年
5000--10000 RMB
5000--10000 元人民币
2 year
二年
10000--150000 RMB
10000--15000 元人民币
3 year
三年
More than 15000 RMB
超过 15000 元人民币
The years of bonding will be decided by management
服务年限将由管理层决定
Cost of training will include travel expenses for accommodations, plane fare. etc. if these
costs are souldered by the Human Resources Department.
在人力资源部认可的前提下，培训费用可以包括住宿费、机票费等。
In case that an associate in not able to fulfill his/her obligation, the associate will have to
repay the same amount of money the hotel has invested for the training.
如果员工不能履行自己的义务，将要赔偿酒店所有的培训费用。
If the trainee should terminate the period of Training on his/her violation without any valid
reason given, he/she shall be liable to pay the hotel the amount of money equivalent to
materials and expenses incurred by the hotel from the start of the time of its termination
plus any damages as may be warranted by the circumstances.
如果员工没有合理理由中止培训必须承担其义务赔偿酒店从培训之日起到终止培训时的全
部培训金额和其它有可能产生的额外费用。
PAYT 5
第五节
ASSOCIATE RELATIONS
员工关系
Associate Appreciation Program
员工奖励机制
purpose
目的
This award is designed to recognize:
此奖励用于认可以下表现：
1、 consistency in above average work performance
一贯良好的工作表现
2、 “service excellence”to guests and fellow associates.
为客人提供“优秀的服务”并得到广大同事的一致好评。
3、 Team-player attitudes and actions
团队合作的态度和行为
4、 Friendliness, dependability, and conscientiousness
友善、可靠和尽责
5、 Service leadership/empowerment （Managers/Supervisors）
服务领导/权利（经理/主管）
Notice-Focus-Act Bulletin Board
通告-关注-行为信息板
The purpose is to ensure all forms of recognition（guest letters, comment cards, etc.）are
read and acknowledged by the general manager on a weekly basis and are viewed by all
associates.
目的是确保所有形式的认可（客人信件/宾客意见等等）能供总经理每周阅读并认同以了解
所有员工的表现。同时也可供所有员工浏览。
Awards:
奖励：
Employee of the month: Certificate and award moneyRMB200.
每月最佳员工： 奖状和 200 元人民币现金奖励
Manager Quarterly Award: Certificate and award moneyRMB1000.
管理能力奖： 奖状和 1000 元人民现金奖励
Employee of the year plaque certificate and award money
年度最佳员工： 精装奖状和 1000 元人民币现金奖励
Only members of employee of the month are eligible for employee of the year.
只有每月最佳员工奖获得者才有资格参加年度最佳员工评选。
All awarded associates’ photos will be posted on the bulletin board.
所有获奖员工的相片将粘贴在信息板上。
The Best Service Department（Team）
最佳服务部门（团队）
Criteria: This award recognizes the ability of individuals to work together in a departmental
team to achieve excellence in guest satisfaction, quality, productivity, inter-departmental
cooperation, safety, and leadership.
标准：这个奖项用于表彰在团队中共同努力实现客人满意、高品质生产力、部门间团队积极
协作和优秀的领导方式的所有个体。
Frequency: Once a year
频率：每年一次
Awards: Certificate and gift voucher valued at 5000.
奖励：奖状和价值人民币 5000 元的代金券
Department/Team’s photo will be posted on the bulletin board.
获奖部门/团队的相片将粘在信息板上。
Associate communication
员工沟通
Morning Briefing
晨会
Every morning all operation department head will report operation performance of
yesterday and inform the new information for that’ operation.
每天早上动作部门会召开晨会，总结前一天的工作并传达本日的工作信息。
Department Head Meeting
部门负责人会议
Once every week we have a department head mention, the purpose of this meeting is to
inform all departments about what each department is doing at that time and hotel/group
news so that department heads can further convey that information to people in their
department.
每周一次召开部门负责人会议。目的是让所有的部门负责人了解其他部门的当前工作情况和
酒店/集团消息，并将信息传达到本部门。
Annual Associate Meeting
员工年会
All associate meetings will be conducted once a year in around October. Each time there will
be 2 sessions so that all associates can attend. In the meeting, the management by the
General Manager will present to all associate about what we have done in the past and what
we plan to do in the future. Before the end of session associates are invited to ask their
queries and inform their concerns or problems in work.
每年十月左右酒店将会召开员工年度大会，会议将分成两次以使所有的员工都能参加。总经
理将带领管理层向所有员工描述本年度的工作成绩和对次年的规划。在会议结束前，将了解
员工的要求和在工作中遇到的问题。
Round Table Meeting
圆桌会议
Every last Monday of each month, we will conduct the Round Table Meeting. Area General
Manager will be the conductor with around 10 participants selected randomly from
departments with Area HT Director who will be a coordinator in the meeting.
每个月最后的星期一，我们净召开圆桌会议。区域总经理和区域人力资源部总监将与 10 位
由不同部门任意挑选的员工代表讨论和直辖市工作上的问题。
Shift Briefing
交班会
All departments will have their shift briefing at least once a day. Some departments may
have it twice a day for associates who work different shifts. In the briefing, usually the
department head will inform their associate about news they should know, discuss
problems/opportunities and focus on“guest” movements.
每一个部门一天至少有一次交班会，由于不同班次，一些部门可能需要每天两次交班会。交
班会上部门负责人会将相关的信息传达给员工，讨论问题/机会和怎样更好地为“客人”服务。
Notice Boards
信息板
Notices are regularly posted throughout the property to keep associates in touch with
current changes, opportunities and activities occurring in the Hotel and the Banyan Tree
Group. All notices must be approved by Human Resources which will also be responsible in
putting a removal date and eventually removing the notice.
信息板用于让员工更好地了解酒店/集团更新的信息和相关动向,人力资源部将提供相关信息,
并确定更换时间。
Job Posting
工作预告栏
Current openings at Banyan Tree Lijiang are posted on the Human Resources Board for at
least seven (7) working days in order that associate who would like to take a challenge in
promotion and transfer to available position.
丽江悦榕人力资源部将会把酒店相关的提升、调动信息粘贴到信息板上至少七（7）天，让
员工了解是否有适合自己的发展机会。
Sport and Activity
文体活动
Hotel will organize the sport competition and activities for associate to join and recreate.
There’s a committee which were selected from various department to help organize the
activity. Associate is not allowed to arrange personal party or events in hotel’s premise.
酒店将为员工安排有益的文体活动。酒店将会从不同部门选择负责相关活动的人员组成委员
会来负责轩昂关活动。员工不能私自使用酒店场地安排联欢会或其他活动。
Regular activities are:
定期活动有：
Annual Associate Party 年度聚会
Sport Competition 运动会
Monthly Birthday Celebration 每个月的生日聚会
Associate Opinion Survey
员工调查表
Associate Opinion Survey is held annually to enable our Management to receive feedback
from the associate. The result of survey will help Management to understand associates’
feeling and improve the hotel situation to make pleasance of Banyan Tree Lijiang, so that
associate can work happily.
员工意见调查表用于让我们的管理人员从员工反馈中更好地了解员工感受。最终这些建议将
帮助管理层为员工提供更好的工作环境让员工更愉快地为丽江悦榕工作
The survey will ask the associate how they feel about the hotel, Management, benefits
In-department work and at the end of survey, there will be some space for the associate to
give opinion, suggestion, inquiry or ask question.
该调查表将询问员工对酒店、管理层、福利和部门内容工作的看法。在表格的最后，员工可
提供个人意见、建议或询问。
PART 6
HOTEL SAFETY AND SECURITY
Fire Prevention
火警预防
Even though out hotel buildings are complete with fire extinguisher and fire alarm system,
all associate should understand the fire prevention system and must familiar with the
evacuation in case of fire.
火警报警铃和报警程序
Fire Alert＆Calling the Fire Service
In case of fire/smoke, it is the first duty of everyone to immediately alert Guest Services at
extension, report place of fire and activate the nearest fire alarm.
如果发现火情/烟雾，所有人员都有责任第一时间拨通相关分机通知客户服务中心报告火情
发生地点，并且激活最近的火警警钟。
For this purpose, you should make certain that you are familiar with all fire alarm＆ fire
fighting equipment including fire extinguishers available in the hotel.
在此要求下，您必须熟悉所有的火警报警铃和灭火设备的使用，以及灭火器的安放位置。
After the fire alarm has sounded, you should:
听到火警报警后您必须：
1. Leave the area through the Fire Exit only, and close the door behind you.
只能从安全通道撤消离火情点，并关闭你身后的门。
2. Escort the persons in your path who may not know what to do or who are in a panic
state, in accordance with the detailed Fire Drill procedure.
按照火警撤离程序帮助您遇到的不知所措的人。
3. No one should re-enter the premises until told by the Chief of the Fire Brigade.
在得到安全信息前不要返回着火点。
The basic rules of fire prevention
火情预防的基本准则
Observe the No Smoking signs and remind others to do so. The only place where smoking is
allowed in our designated smoking area.
严格遵守禁烟标志的要求，并监督其他人的行为。只能在特定的吸烟区吸烟。
Always keep all areas of the hotel clean and tidy.
总是保持酒店所有区域的清洁和整齐。
Inspect your working equipment frequently and report any damage. Never leave electrical
or kitchen equipment unattended, and switch them off when not in use.
经常检查工作设备，有损坏时及时上报。不可以让所有电源或厨房设施在没人照看的情况下
工作，不使用时需要及时关闭。
Use extra caution around gas equipment, flammable and other highly combustible materials.
使用危险物品如煤气设备和其他易燃物品需要特别小心谨慎。
Never overload a wall socket by using multiple adapters, and never put bare electrical leads
into a wall socket.
不能让墙面插口超负荷工作，不能在墙南插口上使用电源暴露的电器。
Never leave smoldering or lighted cigarettes on top of furniture. Clean the ashtrays
regularly.
不要把没有熄灭的火源（如：香烟）丢在家具体上，时常清理烟灰缸。
Keep the fire equipment in good working condition and report any abnormality to your
supervisor. Do not misuse the fire equipment.
保持火警设备的良好状况，发现任何异样情况需立即上报部门主管，不能错误地使用灭火器
具。
Guidelines for safety &security
安全和保安程序的指导
It is the policy of Banyan Tree to maintain safe working and environmental conditions for its
associates, and Safe and Secure is also premises for its guests. Since safety ,security and loss
control are vital parts of the management process those objectives will be given priority at
all times.
安全的工作和休闲环境是悦榕酒店需要提供给客人和员工的基本保障，对酒店管理而言是至
关重要的一部分，以下是对所有员工的一贯要求：
Safety shall be considered by management and associates to be an integral and vital part of
the successful performance of any job.
安全将作为所有管理人员和中工工作当中不可或缺和至关重要的一部分。
Associates are personally responsible to perform their duties in a manner giving primary
concern to the safety of our guests, their own safety, the safety of their fellow associates and
the protection of property and equipment to their care.
员工将保证第一时间考虑客人的安全，自身的安全和同事的安全及他们需要照顾的财产和设
备安全。
Management at all levels shall provide the mean for prompt corrective action in an effort to
eliminate unsafe acts ,unsafe conditions, damage and abuse of equipment, machinery,
materials and supplies and to establish programs and procedures for minimizing the effects
of loss-producing incidents.
所有级别的管理人员都必须采取及时有效的行为来解除不安全隐患。如：不安全的浍和环境
设备的滥用和损坏，机械、原料和供应品安全，并建立有效的步骤和程序来减少财产损失。
Hotel Management and associates are responsible for performing their duties in a manner
that supports the intent of the Hotel by being aware of the conditions and circumstances that
jeopardizes the security of the hotel and its occupants ,and by reporting such conditions and
circumstances to the appropriate department.
所有的员工和管理人员都必须明确酒店的环境安全和财产安全需要共同的维护，当发现任何
危害到酒店财产和环境安全的情况需要及时汇报到相关部门。
Always be alert! Be aware of your surroundings for you can be the eyes and ears of our
Hotel Security. observe and report any suspicious or undesirable persons by notifying your
Supervisor or the Telephone Operator.
要随时警惕您周围的环境，每一位员工都是保障酒店安全的眼睛和耳朵。当发现有可疑的或
不受欢迎的人出现时需要及时汇报给部门主管和总机接线员。
If you have to evacuate the building ,leave via the fire exits .Assist any guests in your area to
evacuate .do not be panic.
当您必须要从安全通道撤离时，必须帮助您所在区域的客人一起撤离。不要惊慌，保持冷静。
Management is seriously concerned about theft from the hotel or its associates .the
management reserves the right to examine all parcels carried into or out of the hotel by
associates（. bags, shopping bags, purses ,lunch basket etc.）and to conduct searches of
lockers without prior notice.
管理层非常严肃的看待偷窃客人或员工物品的问题管理层有权利检查员工带入或带出酒店
的所有包裹（如：手袋、购物袋、钱包、午餐盒等等），也能在不提前通知的情况下检查员
工更衣室。
For your own benefit, do not bring any personal valuables to work.
为了您的利益工作时请勿携带任何贵重的个人物品。
If you find a suspicious object-leave it .report it to your department head.
发现可疑目标时不要轻举妄动，立即向部门负责人汇报。
Lost and Found Items
失物招领
1. All items ,regardless of where they are found ,must be turned in to the lost and found
section immediately by the finder. the lost and found section that is located in
housekeeping. they will record the time and date when the article was found ,location
where the article was found ,name of the associate who found the article and a
description of the article in the logbook co-signed by the finder.
所有员工必须立即将拾到的物品交一失物品交到失物搜集处，失误招领处设在客房部。他们
将记录何时何地拴到了什么样的物品，并需要拾到人的签名。
money or property found in the hotel premises must be handed over to the executive
housekeeper immediately. these articles will be recorded in the lost and found book.
associated must not keep any articles or money which do not belong to them as this is a
serious misconduct and may subject the associate to disciplinary action. unclaimed articles
are to be returned to finders as per the lost and found policy.
任何在酒店范围内拾获的财物都必须立即交给行政管家并登记在册。任何隐藏的行为都是不
明智的，将会受到酒店严肃处理。无人认领的钱物将根据失物搜集政策返还给拾获人。
“ found ”food and beverage items shall be turned over to the supervisor on duty. the
supervisor shall determine if the items shall be turned to the hotel stock or given to the
associates.
所有的“拾获的”餐饮部物品须将交给当值主管，当值主管将根据具体情况和酒店政策确定是
否将物品存入酒店库房或给与员工。
4. All credit cards that are found shall be turned over to the Duty Manager for recording
purposes.
所有拾到的信用卡需要交给当值经理并作记录。
5. If an item is not claimed within 6 months ,the lost nad found section will send such item
to the local public security bureau.
如果在 6 个月内没有人认领失物，失物招领外将会把失物交给当地的公安机关。
6. Parrons are not permitted to enter the Lost and Found room.
资助人不允许时入失物管理间。
＆Found is open 24 hours a day.
失误招领处提供 24 小时服务。
Non-Hotel Personnel
非酒店员工
All non-hotel personnel visiting the back-of-the-house areas of the Hotel are required to
report to Security department.
任何非酒店员工来访酒店的后台工作区域必须提前通知保安部。
Outside contractors working in the hotel are also required to conform to the standard
guidelines set out in the agreement/contract between the Hotel and the meeting organizer or
contractors. These guidelines govern the conduct, liability and responsibility of the organizer
of contractors.
酒店外部承包人来访同样必须按照承包人和酒店签订的协议或合同遵守来访规定。该规定可
以明确管理人和承包人的行为、责任和义务。
Reporting＆Documentation for Hotel Incident
突发事件的汇报
It is the policy of Banyan Tree that security is to be contacted in the event of an occurrence
of an incident on the hotel premises. Incident refers but is not limited to guest injury and/or
accident (or sickness requiring hospitalization), guest losses, fire, damage to hotel property
and associate injury/or accident. It is the responsibility of all employees to report to
management all incidents occurring in the hotel.
悦榕的安全制度包括：酒店区域内的突发事件，包括但不限于客人受伤和/或发生意外事故
（或生病住院），客人损失，火灾，酒店财产损坏和员工受伤/或发生意外等等。将突发事件
的情况及时汇报给管理层是每一们员工的职责。
Associate Accidents-All associates are required to report any injury immediately to Human
Resources, no matter how minor, to his immediate superior. Then have to fill in the Incident
Report Form and send one copy to Human Resources.
员工事故遇到突发事件的员工必须及时将受伤情况（无论伤势轻重）汇报给人力资源部和直
接上司，填写突发事件汇报表并将一份复印件交到人力资源部存档。
Physical Force
武力行为
The Hotel’s security personnel are to handle security-related incidents without the use of
excessive force. Security personnel shall not initiate, or create in others, aggressive physical
behavior by the conduct of their duties. Security personnel shall remain passive, but alert to
the threat of physical attack to themselves, other hotel associates or guests and patrons.
酒店的保安人员不能采取过当武力行为来处理与安全相关的突发事件。保安人员不能利用职
权教授或对他人施与攻击性武力行为。基于自身的防卫需要，如果遇到对于其自身、其他酒
店员工或客人及资助人的武力威胁，保安人员应保持克制，但要对其威胁做出警告。
Until such time an individual is considered an imminent danger to himself/herself or others,
only then may physical force be used, and then only to the extent absolutely necessary to
reasonably prevent further harm to all party. The protection of property never justifies the
use of physical force. Also, security personnel are never to use weapons.
只有当某人已被认定为对他人或保安人员自身造成确实危险时，保安人员才能对其采取武力
行为。并确保该武力行为只是在必要的程度下合理的避免对任何一方造成进一步伤害。武力
行为不适用于财产保护区。并且，保安人员绝对不能使用武器。
The use of excessive force can be manifested in several ways. The simple touching of an
individual can be viewed as offensive and, depending on the circumstances and the
individuals involved, may constitute assault and battery by the security officer. Physical or
verbal threatening, detention or arrest and intimidation or coercion (real or perceived,
physical or verbal), have the potential for being interpreted as the use of excessive force.
Security personnel must be aware of this potential and use every reasonable effort to prevent
such contact.
可认定为保安行为过当的表现形式如下：根据情况和涉及人员，结个体的简单触碰，会被视
作具有攻击性，并可能被认定为攻击行为。人身或语言威胁，拘禁或逮捕还有威胁或恐吓
（无论何种形式）都能被认定为行为过当。保安人员必须采取一切措施禁止这类行为的发生。
In those situations where the force is absolutely appropriate, the security officer shall get the
offensive person(s) off the property with no hesitate and hand such person(s) to the local
public security bureau.
在武力确实必要的情况下，保安应将涉及人员迅速带离酒店并移交给当地公安机关。
Key
钥匙
No keys are to be taken without proper authorization and keys have to be signed in and out
of a logbook. Every person taking a key is responsible for the same.
所有钥匙的使用必须经过应有的批准。钥匙的取拿和归还都必须记录在册。所有员工都必须
遵守同一程序。
Key Control — All associates are not allowed to take any keys out of the hotel’s premises.
Only individual office keys may be taken out of the Hotel by the respective persons who are
issued the keys.
钥匙管理---在没有酒店允许情况下任何人不能将任何酒店钥匙带出酒店。只有个人办公室的
钥匙可以被除数特定人员带出酒店。
Parcel pass
传递包裹
All packages/parcels taken from the Hotel must be accompanied by a package pass
completed and signed by your Department Head. When an article is given as a gift by a
guest, the associate must obtain a written authorization form, available at Human Resource
Department, from the person clearly stating that he /she had given a gift to the said
associate.
所有从酒店带出的包裹都必须有部门负责人签字的证明。如果是客人赠给的礼物必须有客人
的授权认可说明表。该表可以到人力资源部领取。
Upon leaving the Hotel, the package pass must be surrendered to the HR department. All
packages are subject to inspection before being removed from the building. Purses and
handbags are also subject to inspection as associates leave the hotel. Nevertheless, the public
security bureau shall adopt no force to put forward such inspection.
员工离开酒店时，必须主动打开包裹到人力资源部接受检查。钱包和手提包也在检查的范围
内。但保安人员不得强行进行检查。
Associates are generally discouraged to bring into the hotel any item. However, the associate
concerned has to declare those items before entering the hotel for which he/she shall be
issued with a Personal Property Form. On leaving the premises, the Personal Property Form
shall be returned at the Associate Entrance who shall counter – check the items before
passing them out.
一般来说，我们不鼓励员工将私人物品带入酒店。但如果是必需品员工需要填写私人物品表
并在离开酒店前将表交还到员工出口，并接受物品检查。
Spot Checks
周期性检查
To ensure that the contents and property of Banyan Tree remain at the hotel for the
pleasure and comfort of our valued guests, with no limitation to the free will of the
associates, it is periodically of our valued guests, with no limitation to the free will of the
associates, it is periodically necessary for HR Department to conduct“spot checks” of lockers,
handbags, backpacks, and similar personal items. If you are spot checked, please remember
that it is not a personal reflection but merely a routine procedure. In case that the associate
refuses to provide any necessary cooperation to such checks, HR Department will pledge for
the involvement of the local public security of such associate is skeptical for commitment of
any illegal acts.
为了确保酒店的财产和员工的财产安全在员工自愿的前提下，人力资源部将“定期检查”更衣
柜、手袋、背包和其他类似的物品。如果您碰到了该检查不要认为是针对个人的，这只是例
行公事。如果员工不愿配合该等检查，在有理由怀疑员工有不法行为的情况下，人力资源部
应通知当地的公安机关介入。
Your cooperation and support in helping to stamp out pilfering is appreciated.
您的合作将帮助我们杜绝偷盗。我们不胜感激。
Computer and Individual Rights Theft
计算机文件和软件相关的偷窃
Associates apprehended for stealing guest or hotel property will be handed over to the police
for criminal prosecution. Disciplinary action will also be taken by Human Resource Division
against property offenders.
偷窃酒店或客人财物将会被移交到公安部门并对其进行起诉。人力资源部同样会采取一些预
防偷窃的措施。
Duplication of Software – No associate is allowed to copy, duplicate, sell or otherwise
distribute any computer software product developed, owned, used or licensed by the
Company for any non-business-related purpose. Software includes all versions of programs
and related documentation.
复制软件---任何员工都不能为任何商业目的而复制、销售或以其它任何形式传播任何开发、
所有、使用或版权所有的计算机软件。这里所指的软件包括所有版本的程序和相关文件。
Use of Computer System Facilities – The hotel requires that all computer system facilities be
restricted to supporting the business operations of hotels. Accordingly, computer facilities
and software shall not be used for personal, non-productive, non-business-related purposes,
including unauthorized games or personal messages. Additionally, fraudulent use of
computer-code knowledge to produce false/fraudulent records is strictly prohibited.
使用电脑系统设施---酒店将根据不同的工作需要设定使用权限，相应地，酒店的电脑设施不
能用于私人的和与业务无关的用途。包括：未授权的游戏和私人信息。另外，决不允许加载
任何私人密码。
Company Access to Information – systems and the information transmitted over those
systems are the property of the Company.
酒店信息传输酒店一切的信息传输和其系统属于酒店财产并受到保护。
Failure to Comply – The Computer Software and Security Policy applies to all computer
and computer-related installations in hotels. Failure to comply with this policy may lead to
disciplinary action and /or prosecution as warranted by the nature and extent of the
incident.
惩罚措施该电脑软件和安全政策适用于酒店所有的电脑和与电脑有关的装置，任何违反该政
策者将受到公司惩罚和/或根据情节受到起诉。
Guest Confidentiality
客人资料保密
It is every associate’s responsibility to protect the privacy of all hotel guests. No associate is
allowed to disclose any information about the identities or activities of hotel guests and
outlet patrons unless expressly approved by the General Manager.
每一位员工都有义务保护客人的隐私权。除非得到酒店总经理明确的特许，每人可以私自泄
露住店客人和资助人的身份和活动。
Any calls/queries from members of the media (television, press, radio, etc.) concerning hotel
guests should be referred to the General Manager’s office.
任何新闻媒体（如电视台、杂志社、广播台等等）的来电询问关于住店客人的情况，需要转
接到总经理办公室。
No information about guests is disclosed.
任何有关客人的信息都不得私自透露。
All other information regarding the guest is strictly confidential. The following procedures
shall be followed:
客人的其他相关信息需要为客人严格保密，程序如下：
All inquiries for registered guests shall be directed to the Service Express via the house
phone. The Service Express Agent shall connect the person to the guest room.
全部询问住店客人信息的来电需要转接到客户服务部，由客户服务部的员工联系住店客人。
Guest keys are only handed out to registered guests and accompanying family.
房间钥匙只能交给相应的登记过的客人及同住客人。
Front Office associates shall not state the guest’s room number aloud.
前台服务员不能大声地念出客人的房间号码。
Room numbers shall not be given out to a guest prior to their checking in.
不能在客人入住前把房间号告诉客人。
Guest room numbers cannot be given to anyone except the guest himself or a member of
management.
客人的房间号码只能给客人和管理人员。
Any associate found guilty of disclosing information about any hotel guests to anyone will be
subjected to strict disciplinary action which may include immediate termination.
任何员工一旦被发现泄露了客人的资料将被严格处于纪律处分甚至辞退。
PATR 7
第七节
RULES AND REGULATIONS
规章制度
Work Day and Day-Off
工作日和休息日
Your supervisor/manager will make every effort to honour your schedule requests.
However, while you may have been working a certain shift most of the time, you may have
to change your present shift or work station due to business demands and considerations ,It
is therefore important to realize that you were hired with the understanding that you will
be scheduled when needed and will be expected to work accordingly, under managerial
direction .Your department supervisor \manager is the only person authorized to make
changes to a posted schedule .If you wish a change be made to the posted schedule ,consult
your supervisor\manager.
您的部门主管或经理将会尽量考虑您的要求安排工作时间表，但当动作需要的时候您有可能
需要调整工作时间和环境。很重要的是，您必须明确要按照工作需要和管理需求来执行工
作时间。您的部门主管将是唯一有权利更改您时间表的人。如果您希望对已经制定的工作
时间表做出更改，必须与您的部门主管或经理协商。
Remember ,it is your responsibility to know and follow your schedule.
记住：这是您的义务了解和执行您的工作时间。
Change Day-Off
更换休息日
When necessary, both the associate and employer may request to change their normal
day-off,or cancel day-off .The accumulative time shall be taken within a period of four
consecutive weeks.
必要时，员工和管理人员够有可能被要求更换休息日或是取消休息日。积累的假期需要在连
续四个星期之内休完。
Personal Income Tax
个人所得税
All associates have to be responsible for their own income tax and Social Security fund as
assessed by Revenue Department and Labor Department .However ,the Finance
department of the Company will deduct directly from monthly salaries an amount as
directed by the authority concerned.
根据劳动局和税务局的要求，所有员工都将承担起个人所得税及个人缴纳部分的社会保险金。
财务部将直接从员工每月的薪金中扣除。
Tax return form may be the responsibility of the associate.
员工可能需要填具税务申报单。
Salary Payment
薪金支付
Pay slips will be distributed monthly during specified hours and funds deposited directly
into your account .Report any payroll discrepancies immediately to your
supervisor\manager.
薪金条将在每月定期发送到员工手中，薪金金额将直接转到您的银行帐号。如果出现金额不
符合请立即与您的主管或经理联系。
Announcement
通告
Circulars ,instructions an directives from management will be posted on these notice boards
from time to time .Posting of notice is under the control of the Human Resources
Department .No notice or posters may be put in any part of the company without being
authorized by management .Interference with the notice boards is strictly forbidden and is
subject to discipline.
关于管理层的通知、指示和说明将被不时的粘贴在信息榜上，不允许任何人私自粘贴信息到
信息榜上，违者将受到纪律处罚。
Use of Hotel Facilities
使用酒店设施
As the hotel policy and procedure.
根据酒店相关规章和程序执行。
Associate Conduct
员工行为
The success of our budiness depends on our treatment of people .It is the responsibility of all
associates to treat our guests, customers and one another with respect and understanding .
Therefore, any rudeness (profanity, yelling. use of vulgar or obscene language ,suggestive
or sarcastic gestures )will not be tolerated and may result in disciplinary action.
酒店的成功取决于我们怎样对待别人，所有员工都有义务理解和尊重客人、客户和其他同事。
因此，任何无礼的行为（如：大声叫喊，使用侮辱性的语言、暗示或讽刺的姿态）都是不
能容忍的并将受到惩罚。
Recording Work Time- Ever associate will have Associate ID card .It is your responsibility
to keep the ID card with yourself and punch in and out as your work schedule.
工作时间打卡记录—每一位员工都会有员工卡，您有义务妥善的保存员工卡并在每次上下班
时打卡。
Time clocks are located at the associate entrance. You must clock in and out using your
time card at the beginning and end of your shift. No associate is permitted to record
another associate,s time. If you forget to ,or have trouble punching in and out, you must
let your supervisor\manager know so an adjustment can be made to reflect your hours
worked.
时钟将设在员工通道口，您需要调整自己的时间表，每次上下班打卡都以时钟的时间为准。
不允许代打卡。如果忘记带卡，或是在打卡时遇到问题请立即和部门主管或经理联系，以
便将您的打卡时间进行调整。
All department heads and assistants department heads are exempt from punching
time-cards.
所有的部门经理和经理助手都不必打卡。
Certain associates are required to record their time in and out of duty through the
punch-card machine at the timekeeper, s office , and log book at his\her department.
特定的一些员工在必须按照要求打卡的同时还必须在本部门的签到记录本上签到。
Note: Anyone recording another associate’s time or permitting another associate to record
his\her time may be dismissed.
注：任何要求或帮助其他员工代打卡的人将有可能被除数解聘。
Associate Name Tag-The Company provides all associates with a name tag free of charge to
identify themselves. It is each associate’s duty to always keep it with him\her when on duty.
员工工号牌---酒店将免费为员工提供工号牌，员工有义务妥善保存并在工作时佩戴工号牌。
In case of lost, associate must inform Human Resources Office immediately to arrange for
the new tag. Cost of new tag is RMB20 .Upon leaving the company, the associate must
return his\her Name Tag to the Human Resources Office.
如果员工遗失工号牌需要立即向人力资源部汇报并申请新工号牌新工号牌的费用为人民币
20 元。员工离职时需要将工号牌交还人力资源部。
Secrecy to Business Affairs
保护商业机密
Associates are not permitted without prior approval of the General Manager to divulge,
communicate, publish or cause to publish any document, book ,paper ,photograph or letter,
or give any interviews, broadcasts, speech or comment on any matter which is connected
with or of concern to the employer .Any unauthorized distribution of information may
result in termination.
任何员工未经总经理批准，不得擅自泄漏、传达、发布酒店信息文件、书籍、文章、照片或
信件，也不得接受任何不利于酒店的采访、宣传、讲演或就言论发表，违反者将被除数酒
店解聘。
Personal Phone Calls\Messages
私人电话/信息
Associates are not allowed to make personal telephone calls or receive calls except in an
emergency. Emergency calls of associates should be put through to the Department Head.
Then the calls will be taken and handed out to the associate concerned.
工作时间内不允许接听或拨打私人电话，紧急情况除外。私人紧急来电将被转接到部门负责
人处，根据情况决定是否让员工外出处理问题。
Leaving Property during work hours
工作时间内离开酒店
It id recognized that, at times, an associate must leave the hotel during working hours to
conduct personal business. The associate must do the following.
如有特殊原因，员工需要在工作时间内离开酒店处理私人事务，必须按照以下步骤申请：
Obtain permission from his/her supervisor /manager before leaving the property.
在离开前得到部门主管/经理的许可
Punch-out when leaving and punch –in when returning.
在离开和返回酒店时打卡
Check in with his /her supervisor /manager as soon as he /she returns
回到酒店后立即向部门主管/经理汇报
Solicitation
离店原因
Solicitation of associate during working time by or on behalf of an individual organization of
society is prohibited. Associate may not solicit others while they are engaged in the
performance of work tasks.
在工作时间内，员工以参加私人聚会和社交活动为理由要求离开是不会被批准的。不能在其
他同事忙碌时要别人去您办一些不重要的事情。
Packages
包裹
Packages brought into the Hotel/Company premises must be checked. No item may leave the
Hotel/Company without proper authorization from the Department Head and HR
Manager, except for the personal property.
所有带入酒店区域的包裹，都必须经过安全检查。在没有部门经理和人力资源部绝对真理许
可的情况下，任何物品不得带出酒店，私人物品除外。
Theft
偷盗
Theft of property or personal belongings of hotel/ company guests or fellow associates will
result in instant dismissal and will also be reported to the police, The associate will be
responsible for any payment to offset the cost of damage to the hotel/company property or
equipment due to willful negligence by the associate.
任何偷盗酒店财产和客人或其他员工财产的员工将被立即解聘并送交公安部门处理。若有员
工有意损坏酒店财产将必须按照损失财物的原价赔偿。
Smoking
吸烟
Smoking is generally not allowed at all locations. Associates wishing to smoke may do so
only in designated associate smoking areas and only during breaks and meal periods.
酒店内所有的区域都是非吸烟区。员工只能在休息和用餐时间在指定区域吸烟。
Associate Canteen
员工餐厅
All meal breaks are to be taken in the Associate Canteen. Uniformed Associate must be in
uniform if would like to use Associate Canteen service. Wasting food in the Associate
Canteen is considered in violation of company policy and may result in disciplinary action.
员工将在员工餐厅用餐。员工用工作餐必须穿制服。浪费食物被视为违背酒店制度并受到处
分。
Visitors Handling
来访操作
Associate visitors are not allowed to enter the associate work areas .They will ask permission
from that associate’s supervisor or department head.（This is to give his/her supervisor or
department head the opportunity to approve if he /she could see the visitor or not . ）
Associates are not allowed to use Hotel Lobby area either on duty in the lobby area or not.
所有来访者都不得进入员工工作区域。来访者先被引见员工主管/经理（主管/经理根据情况
决定是否请员工会见来访者），无论员工是否在大堂区域工作都不能使用大堂会客。
It is prohibited to have a visitor during working hour and in working area. If the associate
misplace on duty may result in disciplinary action.
我们不允许在工作时间区域内会客，员工在工作时间内擅自离岗将受到纪律处理。
Property Access
员工通道
Associates, except when authorized otherwise, must enter and leave the hotel via the
associate entrance. Associates are not allowed to walk around in other hotel area which is
not in responsibility.
除特殊许可外，所有的员工都必须从员工通道进出酒店，不允许在非工作区域游荡。
Car Park
停车场
Associate cars or motorcycles will be parked in provided spaces.
员工的车辆和摩托车将统一存放在被要求停放的区域。
Public Rest Room
员工休息室
Associates are not allowed to use any public or guest room toilets .Associates shall only use
toilet facilities provided for them in the associate changing room and the various associate
working areas.
员工不能使用任何客用的公共卫生间或客房卫生间。员工只能使用在其工作区域或员工休息
室的卫生间。
Alcohol/Drug Awareness.
发现使用麻醉品或酒精
Substance drug abuse has an adverse effect on job performance ,creates dangerous
situations, and serves to undermine our guests, fellow associates and the community’s
confidence in the hotel.
麻醉品的滥用将会影响到工作表现、制造出危险的情况，有损于我们的客户和同事，并最终
影响到酒店声誉。
The hotel cannot and will not condone drug or alcohol abuse on the part of its associates, nor
will it condone any associate behavior that may serve to damage the hotel’s reputation .any
violation of this policy will result in termination.
任何员工酗酒和滥用麻醉品的行为和其它任何有损酒店声誉的行为都是不被允许的。一旦发
现员工有这些行为将立即解聘。
Any person on duty found under the interference of drugs and alcohol will be faced with
immediate dismissal.
任何在岗员工被发现有滥用麻醉品或酗酒行为将被立即解雇。
PART 8
第八节
TERMINATION OF
EMPLOYMENT
解除雇佣
Resignation
辞职
An associate who wishes to resign will have to inform the Company/Hotel in writing by
tendering his/her resignation in advance.
所有希望辞职的员工都必须提前向酒店递交书面的辞职申请和辞职原。
Notice Period for Termination of Service
终止雇佣的提前申请期限
Either associate or employer may give notice of cessation of employment as follows:
所有员工或是雇佣方需要按照以下程序给出终止雇佣的说明：
During probation–as per employment contract written notice.
试用期内——根据雇佣合同，并提交一份书面申请。
Upon confirmation of employment-30 days advance written notice.
试用期后——提前 30 天提交书面申请。
When the associate has submitted his/her resignation to the department head.
员工要求辞职必须向部门负责人递交辞职申请。
In case an associate resigns without sufficient advance notice or leaves his/her job
immediately, the resignation will not be approved and it will be deemed as desertion of duty
which is against Company rules and regulations. In addition, the associate will lose all
benefits which are normally entitled to an associate.
任何未提交递交有效辞职申请而辞职或擅自离职的员工，其辞职将不予认可并被视为违反酒
店规定擅自离职。此外，该员工将失去酒店员工应享受的所有福利。
The resigning associate must hand over all his/her duties, hotel assets, equipment or tools
under his/her responsibility to his/her supervisor or to whoever authorized before exit date.
In addition, he/she must clear all related employment obligations.
辞职员工必须在离职前向其上司或任何指定人员交接完所有的工作、酒店资产、设备或工具。
此外，辞职员工必须办理完一切相关手续。
Any property damage caused by the associate will be deducted from his/her last payment.
辞职员工对损坏酒店任何财物所造成的损失，将从其最后一个月的薪金中自动扣除。
Discharge
解雇
Before an associate is terminated for misconduct, the issue must be investigated and the
associate must be given a chance to explain his/her side.
在员工由于过失被解雇前，必须做出认真的调查并且给员工一次解释的机会。
All recommendations to terminate the services of an associate shall be originated by the
immediate department head and elevated to the General Manager and HR Manager. The
HR Manager shall examine the facts and evidence presented, including the legality and
stands of the management and shall make proper recommendations. Only the General
Manager or his designate, such as Personnel director, may affect the termination of an
associate.
所有解聘员工的决定必须由直接管辖部门负责人向总经理和人力资源部经理提出。人力资源
部经理必须细致地了解解聘的理由。只有总经理或是得到其授权的人，如人力资源部经理，
可以做出员工解聘决定。
Without any prejudice to other terms in this handbook and relevant employment agreement,
an associate committing and of the following conducts shall be deemed as seriously violated
the rules ad regulations of the Company.
在不影响本手册及劳动合同的其他规定的前提下，出现下列行为的员工将被视为严重违反公
司的规章制度：
1. Dishonesty in his/her duty or intentionally committing a criminal offence against the
employer.
不诚信或是有意犯错和有意违抗雇主的意图。
2. Deliberately causing damage to the employer’s property.
故意损坏雇佣者的财产。
3. Committing negligent acts causing serious damage to employer’s property.
由于粗心的行为严重损害雇佣者财产。
4. Violating work regulations of lawful and fair orders of the employer for which a written
warning has previously been served, except for a serious case in which no warning is
necessary.
已受到过书面处分并再次违反规章制度或法律法规。对于情节严重者，雇主有权不经过警告
直接解聘。
5. Abandoned his/her work for three consecutive days, whether or not having holidays in
between, without justifiable reasons.
无故连续矿工三日以上（含三日），无论是否在其休假前或休假后。
6. Has been sentenced to imprisonment by a court.
被司法机关判决有罪或关押。
7. Fighting between employees or employee and guest will result in immediate dismissal.
若发生员工之间或员工与客人之间斗殴，参与斗殴的员工将被立即解雇。
Exit Interview
离职面试
Associates who resign, are encouraged to go through an exit interview. The objective of this
interview is to help us help us improve the working conditions in a department or the hotel
as a whole. The Human resources manager will conduct the interview and all the
information provided by the associate during the interview will be treated confidentially.
所有离职员工都鼓励进行一次离职面谈。目的在于帮助我们进一步改善部门或整个酒店的工
作环境。人力资源部经理将诚恳地与离职员工讨论相关话题，并认真对待该职工提供的所有
信息。
Job Abandonment
放弃工作
If an associate does not report to work and does not call in for two consecutive shifts, the
associate is considered to have resigned without notice. At the beginning of the fourth day, a
certified letter will be sent to the associate’s home address notifying her/him of the
termination and instructing her/him on out-processing procedures. An exception is in the
case of illness in which an associate is not able to report to report to the Human Resources
Department.
任何员工无故不到岗连续两个工作日也不做任何电话通知，将被视为在未提前通知的情况下
自动与酒店解除雇佣关系。酒店将在四天内向员工的家庭地址寄出解聘信并指示其办理解聘
手续。一种情况除外：员工因重病而无法联系酒店人力资源部。
Post Employment References
雇主介绍信
It is The Banyan Lijiang policy that all requests for references on former or current
associates (verbal or written), must be referred to the Human Resources Department for
response. No associates outside Human Resources may respond to requests for references.
丽江悦榕的政策是：任何对以前的或在职员工的口头或是书面介绍信只能从人力资源部提供。
其它非人力资源部人员不得提供相关信息。
Human Resources may provide the following information:
人力资源部可以提供的信息有：
Dates of associate’s employment
员工的工作时间
Titles and dates of position(s) the associate held
员工的级别称谓和不同岗位上的工作时间。
Departments in which the associate worked
员工工作的部门
Human Resources may provide additional job-related information.
人力资源部也可以提供与员工工作相关的其它信息。
PART 9
第九节
WORKING RULES
工作时间内的规定
1. Work-Day, Regular Work Hours and Break Time
工作日，工作时间和休息时间
Working Day
工作时间
6 days or 40 hours per week. The actual working days for each individual will be fixed by
the department head, which prepare a working schedule and forward it to the HR
department for review.
工作时间为每周 6 天或每周 40 个工作时。具体工作时间将由部门负责人按照排班要求来决
定，排班表需交人力资源部一份供审查。
Regular Work Hours
正常工作时间
The Hotel regular working hours shall not be more than 7 hours per day, and when adding
work-hours together they shall not be more than 40 hours per week.
原则上每天工作时间不超过 7 小时，每周工作时间不超过 40 个小时。
Office Work is 8 hours a day. Start at 8:30 till 16:30.
行政部门的工作时间是每天 8 小时，从 8：30 至 16：30。
Operation Associate works in shift 8 hours a day as each department’s schedule.
动作部门的工作时间为每天 8 小时，具体时间以各部门排班表为准。
Break Time
休息时间
Every associate member shall enjoy a meal break of 1 hour.
每位员工都享有 1 小时的用餐时间。
2. Holidays
假期
Day-Off
公休日
Associates will receive one day off per week. The management for each department is
responsible for scheduling the weekly days off for his/her associates in that department. For
hotel work, weekly holidays can be accumulated and postponed to any time, but it must be
taken within a period of 60 days.
员工享有每周一天的休息日。部门管理层将安排本部门员工排班和轮休。根据酒店动作需要，
工休日可以被累积但必须在 60 天内休完。
Customary Holidays
公众假期
Associates will be entitled to 10 paid customary holidays, which includes National Labor
Day, Chinese New Year, National Public Holiday, and New Year. Each year’s holiday will be
announced annually on January 1st.
每位员工都有 10 天的公众假期，包含：五一、国庆、春节及元旦。每年的假期将于每年一
月一日公布。
If a customary holiday falls on the weekly day off of an associate, it shall be compensated on
another day within the next 60 days.
如果公众假期和周休相接或重叠，周休将在之后 60 天内的其它日期补休。
Non-operations associates should endeavor to use their scheduled public holidays when they
are due. If, due to operational demand, they are required to work on public holidays, they
are require to complete a PAF form and have it duly signed by their respective department
heads.
后勤部门的员工按期休完公众假期，如果由于工作需要被要求在公众假期上班，员工需要提
前填写 PAF 表格并由其部门负责人签字认可。
Annual Vacation
带薪年假
After completing probation and one year service, an associate may use the accrued vacation
which will be at least 5 working days per year.
通过试用期并为酒店服务满一年的员工将享受至少 5 个工作日的带薪年假。
Overtime And Holiday Work
加班和假期工作
Overtime
加班
Overtime work and working on holidays can only be done upon instructions by the
supervisor and upon the consent of the associate each time overtime work is required.
只有在部门主管的要求和认可下的超时工作和节假日工作才能被视为加班。
The associate’s supervisor will be the person to determine the time and the number of hours
that the associate is to work overtime.
部门主管将决定加班时间和加班小时。
The overtime request form must be approved and submitted to the Human Resources
Department no later than 1 day after the overtime work has been performed.
加班申请单必须在加班后 1 个工作日内得到部门负责人的签字认可并交到人力资源部。
Salary and Payment Day
薪金和支付日期
Associate’s salary and allowances will be paid on the last day of the month. Should a pay day
fall on an official bank holiday, payment will be made earlier. Payment of the above will be
made either through a bank at the management’s direction.
In case of dismissal and or associate resign before pay day, Hotel will pay within 5 working
days after termination effective date.
员工的薪金和奖金将在每月的最后一日发放，如果遇到公众假期酒店将提前发放薪金。薪金
将直接发放的指定银行帐号。
对于在发薪日前辞职或被解聘的员工，酒店将在其离职后的 5 个工作日之内支付薪金。
Leave And Procedures For Taking Leave
休假及申请程序
Sick Leave
病假
Associates who are sick and are unable to perform their duties are entitled to receive 30
working days per year of paid sick leave in order to rest and recuperate.
因病不能到岗工作的每位员工每年可享受 30 天以内的带薪病假。
Any unused portion of the entitled sick leave can not be accumulated and used in the
following year, nor can it be exchanged for money.
没有使用的病假不可以累积到次年，也不能兑换成现金。
Associates who become sick while at work and are unable to perform their duties may
request to go home from their supervisors, Upon returning to work, they must submit their
leave request as well as doctor’s letter (if available) to their supervisor immediately.
在工作中感觉不舒服的员工将根据具体情况由部门主管决定让其回家休息员工返回时需要
立即向其主管补交病假申请并出示医生证明（如有）
Sterilization Leave
绝育假
Any associate is entitled to take sterilization leave as prescribed and certified by a physician.
Associate must comply with and upon returning to work must submit to the Human
Resources a doctor’s letter.
需要做绝育手术的员工必须在申请假期前出示医生证明。并按照 的步骤要求操作。返回
工作岗位时需要向人力资源部出示医生证明。
Emergency Leave
事假
Emergency leave (paid or unpaid) is defined as leave given to associates who have to face an
unforeseen emergency situation. The management will decide whether there is or has been
an emergency and the amount of leave that may be granted.
事假（带薪或无薪）只运用于当员工遇到突发事件并必须立刻去解决时。将由管理层决定突
发事件的轻重和员工可以离开的具体天数或时间。
Compassionate Leave
丧假
Associates are allowed 3 days of paid funeral leave to arrange the funeral of their immediate
family (father, mother, lawful spouse, children )
当直系亲属亡故时员工有 3 天带薪丧假（直系亲属包括：父母、配偶和子女）。
Associates are allowed 1 day of paid funeral leave upon the death of grandparents and
parents-in-law.
祖父母、岳父母或公婆亡故，员工有 1 天带薪丧假。
Unpaid Leave
无薪假期
Unpaid leave will only be granted at the discretion of the management and General
Manager in the most unusual circumstances. Such leave may not be taken if the associate
has any credit or vacation days.
无薪假期必须经过管理层和总经理特批。如果员工还有假期则不可要求无新假期。
Maternity Leave
产假
Pregnant associates are entitled to 90 days of maternity leave (excluding Sick leave) during
the period prior to or directly after the delivery.
怀有身孕的员工将在产前和产后享受共 90 天的产假（不包括病假）
If a pregnant woman obtains a physician’s certificate stating that she is unable to perform
her current work, she may request for a temporary transfer to a more appropriate work
activity consistent with her physical condition before or after her delivery, as deemed
appropriate by the hotel.
如果怀有身孕的员工出示医生证明，说明其身体状况不适合当前工作，酒店将会考虑将暂该
员工调换到更适合的岗位（产前或产后）
Miscarriage Leave:
流产休假
Miscarriage associates are entitled to 15 days of miscarriage leave (excluding sick leave),
should not more than once a year. A physician’s certificate needed.
流产的员工可以根据医院证明休假 15 天（不包括病假）。一年内只可休一次流产假。
Leave Notification Period
提前通知休假的时间期限
Leave application requests must be submitted by the individual associate to the department
head concerned at least 3 days in advance or as advised by management.
希望休假的员工需要提前至少 3 个工作日通知部门负责人以便做出合理的调整。
Leave taken without any notice is subject to wage/salary, housing allowance and service
charge deduction for each day absent.
没有提前通知擅自离开的员工将按缺勤天数被扣除薪金、住房补助和服务费。
5. Discipline and Disciplinary Actions
纪律和违反纪律的处分
What All Associates Have To Do
所有的员工都必须
1. All associates are required to perform their duties with their best efforts and be loyal to
the hotel.
所有的员工必须对酒店忠诚，用最好的状态来对待工作。
2. Under no circumstance shall an associate accept any compensation or service or gift or
borrow money from clients, agents, competitors, or other associates, unless prior
permission is granted by the company.
任何员工不得向客户、代理商、竞争对手或其他同时收取礼物，服务
或现金或是向他们借款。但是获得酒店特许的情况除外。
3．All associates are required to dress neatly .Those wearing uniforms must also comply with
the regulations relating to uniforms, as laid down by the hotel.
所有员工都必须穿着整齐干净，穿着制服的员工必须按照酒店要求穿着制服。
are required to observe good manners and courtesy towards their colleagues ,
customers and members of the pubic.
所有员工都必须对自己的同事、客户和公众礼貌，恭敬。
5 Associates must observe and obey the instructions of their superiors.
所有员工都必须遵守和招考直级主管的工作安排。
6. Associates must be punctual in work attendance.
所有员工都必须准时到岗。
7. Associates must not engage each other in fighting, gambling ,playing number-games
(lotteries , shares )or any similar activities on the company’s premises.
任何员工不得在公司区域聚众闹事、打架、赌博或进行数字游戏（如抽奖或炒股）等。
8. Associates must not engage in improper interference in the duties of their colleagues.
任何员工不得在工作中与同事发生不当冲突。
9. Associates while performing their duties must not consume alcoholic drinks or be
intoxicated.
任何人不得上班时喝酒或在醉酒后上岗。
no circumstances shall associates be all allowed to carry weapons of any kind into
the hotel’s premises.
在未经特许的情况下，任何员工不得携带任何武器进入酒店区域。
must not disclose the hotel’s business activities when they are of a
confidential nature to unauthorized persons having no connection with said activities.
任何员工在未经许可下，员工不得向任何个人或团体泄露酒店商业动向。
Disciplinary Action
处罚方式
Associates violating any of these rules will be subject to disciplinary action ,ranging from
verbal reminder ,written reminder and suspension.
任何违反酒店规定的行为都会受到酒店纪律处分，纪律处分有：口头警告、书面警告和最后
警告。
Verbal Warning
口头警告
Verbal warning will usually be given by the supervisor within reasonable length of time
after the associate falls short of a performance standard or violates hotel policy ,The
supervisor will meet privately with the associate to discuss the problems and expected
standards of performance.
口头警告一般有部门主管在发现员工工作表现不佳或违反酒店制度的一定时间后通过口头
提出。部门主管会与员工私下交谈其工作中出的其应达到的工作标准的建议。
The supervisor will document the discussion and send the notice to Human Resources for
inclusion in the associate’s file.
部门主管将对交谈进行记录并将口头警告单交由人力资源部存档。
The associate is not required to sign the notice and does not receive a copy of the notice.
员工不需要在口头警告单上签名也不会收到警告单复印件。
Written Reprimand
书面警告
When the associate fails to comply with recommendations of the supervisor or meet expected
levels of performance or violate hotel policy, a written reprimand may be issued.
当员工不接受并违反主管建议，不能达到工作标准，或违反酒店制度时，将受到书面警告
All written warning notices will explain the reason and what you can expect to happen if the
action is repeated in the future.
书面警告将会详细记录过失原因和员工如果再次发生同样过失会给与的处罚。
Immediate Dismissal
最后警告
If in the hotel’s judgment, there is evidence of gross misconduct or a flagrant violation,
progressive discipline may not be appropriate and a suspension or dismissal could result
without the necessity of a prior warning or consultation. Also the hotel reserves the right to
adjust some offences which are not specified or in some cases the hotel may impose lighter or
stiffer punishment than set forth in this list depending upon the circumstances.
当员工严重触犯酒店制度时，酒店将有权在不提前给与警告或协商的情况下与员工中止合同
或解聘。同时，酒店保留针对情况对处罚决定做出从轻或从重修改的权利。
Grievance Procedure
申诉
It is the policy of The Banyan Tree to handle associate dissatisfaction promptly and with
fairness, If an associate has a problem or complaint, this is what the associate should do:
悦榕酒店保持一贯快速公平地对员工的不满进行处理的政策。当员工遇到不公正待遇希望申
述时需要按照如下步骤进行：
Step 1: Tell associate’s immediate supervisor
第一步：立即通知本部门主管。
Step 2: Present his/her problem in writing to the Manager of Human Resources
第二步：将其需要讨论的问题以书面形式交给人力资源经理。
Step 3: Request a meeting with the General Manager
第三步：要求与总经理面谈。
The decision of the General Manager will be final and binding.
部经理将做出最后决定
Dismissal and Severance Pay
解聘和补偿金
1. An associate wishing to resign is required to give one month’s written notice.
希望辞职的员工必须提前一个月递交辞职申请。
2. The Hotel shall make severance payment to the associate whose employment has been
terminated without fault in accordance with the Labor Law at the following rates:
非员工过失被酒店解聘的员工，酒店将遵守劳动法按以下标准向其支付补偿金：
If the associate has been working with the Hotel over 120 days but not over one year,
shall be compensated at the rate of not less than that of the last thirty days (one
month)
员工为酒店服务满 120 天以上一年以下，将得到不少于三十天（一个月）的薪金补偿。
One year but not over three years, shall be compensated at the rate of not less than
that of the last ninety days (three months)
为酒店服务满一年以上三年以下将得到不少于三十天（一个月）的薪金补偿。
Over three years, shall be compensated at the rate of not less than that of the last one
hundred and eighty days (six months)
为酒店服务满三年以上的员工将得到不少于一百八十天（六个月）的薪金补偿。
3. The Hotel shall not make severance payment to the associate if the associate is
terminated under any one or more of the following conditions:
以下情况酒店不需要对员工发放补偿金：
Dishonesty in his duty or intentionally committing a criminal offense against the
employer.
对酒店不诚实或攻击雇主。
Willfully causing injury to the employer.
蓄意导致雇主损失。
Violation of the rules and regulations on performance/work or the order of law
违反工作规章制度或国家法律。
Abandoning his work for three consecutive working days without justifiable reasons.
无故矿工连续三个工作日以上（含三个工作日）。
Careless and negligent to the extent that the employer suffers serious damage.
工作疏忽导致雇主严重受损。
The Employee Handbook is only prepared as a guideline to associates’ basic working
philosophy and performance. If any content conflicts with China’s related laws or
regulations, this Employment Handbook should be subject to Labors Low in People’
Republic of China and other related laws and regulations.
本员工手册仅作为规范指引。如果本手册内容与中国相关法律法规相抵触之处，将按照中华
人民共和国劳动法和其他相关法律法规执行。
Dormitory Rules
员工宿舍管理规定
In order to provide better condition and share a comfortable dining place with all staff. All
employees should follow Dormitory Rules as follow:
为了给员工提供良好的生活环境和舒适的用餐环境，所有员工请严格执行如下宿舍管理规定：
1. Dormitory Manage
宿舍的管理
Human Resources Department is with responsibility for Dormitory; all employees must obey
these regulations.
员工宿舍隶属于人力资源部管理，员工必须服从管理。
2. Registrations
入住登记
Human Resources Office will registries employee before he/she move in Dormitory. After
Human Resources Department has allotted beds, employees must not switch or exchange
them without permission.
人力资源部工作人员办理登记手续后，放能安排员工住宿。在人力资源部分配床位后，任何
人未经许可不得私自调换床位。
3. Rules of Dormitory
宿舍的规定
No noise, smoking, fighting, gambling and consumption of alcohol, should keep
dormitory quiet all the time.
员工宿舍内严禁大声喧哗、吸烟、打闹、打架，严禁进行赌博或变相赌博（如麻将、扑克等）
违法行为，不得酗酒，须保持宿舍安静。
Paint and paste in the wall is prohibited, as well as hoof or step it.
严禁在宿舍墙壁沙锅内乱贴画及蹬踏墙面。
Do not spit anywhere and do not litter.
自觉爱护员工宿舍公共卫生，严禁随地吐痰、乱仍烟头、果皮纸屑及杂物。
Keep the toilet clean, it is imperative you keep toilet clean, cherish the facilities. Obey
the management and adhere regulation.
保持卫生间清洁，爱护卫浴设备，服从管理并遵守制度。
Employee damage Dormitory facilities will require compensating according to cost. If
no one want to responsible for the damage, it will involves all roommates
responsibility.
自觉爱护员工宿舍的物品，如有损坏照价赔偿，同房间责任不清的，则共同承担赔偿责任；
No additional electric item, lights, candles are allowed by management without
permission.
未经允许，严禁在宿舍内使用其他电器、蜡烛，乱拉电线。
Employee have to hang up washing cloth at specific area that provided by
management.
严禁私自拉线晾晒衣物；必须在指定地点晾晒；
Employee can not bring any hotel amenities to Dormitory for personal use.
员工不得将酒店公用物品带入员工宿舍使用；
Stealing is not allowed in Hotel or Dormitory, otherwise will get disciplinary action or
termination and also can be processed by Law.
不准盗窃酒店或宿舍的财务，否则将会受到酒店和法律制裁。
Different gender staff can not visit each other unless emergency case.
男、女员工不准互相随意串客。（紧急情况除外）
Employee must obey above regulations, any disobey will get disciplinary action.
以上规定请入住员工遵守执行，如有违反，人力资源部将根据《员工手册》有关规定给予相
应处罚。
4. Others
其他
No outside guest is allowed to stay or entry Dormitory without permission.
未经特许，非酒店员工禁止入住或进入员工宿舍。
Keep whole Dormitory area clean and tidy are all employees’ responsibilities.
保持员工宿舍的干净和整洁是所有员工的责任。
The HR Department reserves the right to modify its Company Policies from time to
time.
人力资源部保留对本规定进行不定期修改的权利。
Banyan Tree Lijiang 丽江悦榕庄
Grand Opening-October28,2006;
Maximilian Lennkh-Area General Manager
Location
Hotel Structure（Phase）
Total Building Area:
Total Associates:Approximately200
16 Departments
Administration & General 行政部 Kitchen/KIT 厨房
Finance & Accounting/F&A 财务部 Purchasing 采购部
Food & Beverage/F&B 餐饮部 Reservations 预订部
Front Office/FO 前厅部 Sales 销售部
Gallery 悦榕阁 Security 保安部
Housekeeping/HSKG 客房部 Spa 水疗部
Human Resources/HR 人力资源部 Tour & Treks/T&T 陡行旅行部
IT 电脑部 Training 培训部
55Villas 55 栋别墅 2Function Rooms
40Garden Villas 40 栋花园别墅 1Banquet Hall 1 宴会厅
13 Pool Villas 13 栋泳池别墅 1Meeting Room 1 会议室
The hotel, adjacent to Shuhe Old Town, is forty minutes from Lijiang airport and fifteen minutes
from Dayan Old Town. At over 2,000meters above sea level, the hotel lies just south of the 5,596
meter Jade Dragon Snow Mountain. Banyan Tree Lijiang is a four hour drive from the first Banyan
Tree Hotel to open in China, Banyan Tree Ringha(BTRG).
丽江悦榕庄紧邻束河古镇,距离丽江机场 40 分钟路程;距大研古城 15 分钟;酒店海拔 2000 米以上，
坐落于海拔 5596 米的玉龙雪山南侧。从丽江悦榕庄到悦榕在中国的第一家酒店仁安悦榕庄仅需要
4 个小时的车程。
Mailing Address;
Banyan Tree Lijiang 地址:
古诚区束河古镇悦榕路 1 号丽江悦榕庄
Lijiang 674100 邮编：674100
Yunnan,China
Tel:（+86）888-533-1111 电话：（+86）888-533-1111
Fax:（+86）888-533-2222 传真：（+86）888-533-2222
1Two-Bedroom Villa 1 栋双卧室 Spa
Department Information 部门资料
Gallery 悦榕阁
Department Introduction 部门介绍
Services provided by department 部门提供
的服务
1) Introduces Banyan Tree Gallery’s products with a product line featuring goods from Thailand,
Indonesia, Vietnam, Cambodia, the Philippines ,and China 介绍悦榕的产品包括来自泰国，
印尼，越南，柬埔寨，菲律宾，中国
2) Helps to spread Banyan Tree culture 传播悦榕的文化
Responsibilities of department 部门职责
1) Sells Banyan Tree Gallery’s products 销售悦榕的产品
2) Must be familiar with Banyan Tree Gallery’s products including the place of manufacture ,
background ,and history of each line.熟悉悦榕阁里物品的产地，历史，及背景知识。
3) Provides excellent service to each and every guest 向每位客人提供优秀的服务。
Areas under department 部门负责区域
.Main Gallery 9:00am -9:00pm 悦榕阁
.Spa Gallery 2:00am -10:00pm Spa 的悦榕阁
Departmental Structure 部门结构
.HOD and senior supervisors‘name and titles 部门经理及主管的姓名和头衔
Waruni Chantharasuwan: Spa Assistant Manager 副经理
Teamwork 团队协作
.When \how does your department cooperate with other departments? 您所在部门何时。以何种
方式与其他部门进行合作
1) Provides housekeeping most of the amenities in all villas including robes, girt for turndown
service ,slippers, umbrellas, brochures, etc.提供给客房部别墅里客用品，包括浴袍，夜床小
礼品，拖鞋，雨伞，宣传手册等。
2) Provides housekeeping the essential oils ,incense , soap dispensers, and many other things
used in public areas 提供给客房部许多公共区域用品，如：精油，香，洗手液等
3) Many of the gifts given on behalf of the hotel come from the Gallery‘s Product line 许多代表
别墅
1Presidential Villa 1 栋总统套房
5 Outlets
3Restaurants 3 餐厅
1Bar 1 酒吧
1Teahouse 1 茶室
2 Galleries 2 悦榕阁
Spa Gallery Spa 悦榕阁
Main Gallery 悦榕阁
7Treatment Rooms 7 房间
1Salon 1 美容室
1Gym 1 健身房
1Yoga Room 1 瑜伽室
酒店送出的小礼品都是来自悦榕阁。
Department Information 部门资料
Spa 水疗部门
Department Introduction 部门介绍
Services provided by department 部门提供的服务
1) Provides a wide range of treatments, from 60 minutes to hours , for guests’ total relaxation
为客人提供各种让身心得到放松的疗程，时间从 1 小时到 小时不等
2) Includes treatments to improve the skin ,hair ,face ,hands ,feet, and body 疗程包括对皮肤，头
发，面部，以及手脚的护理。
Responsibilities of department 部门职责
1) Provides a wide selection of massage treatments to serve all types of guests 为不同的客人提
供不同的按摩疗程
2) Provides body scrubs for a full body cleansing 按客人选择的疗程为客人提供身体磨砂疗程
3) Must meet all guest beauty requirements including those of hair, face ,foot, and hand
treatments
满足客人美容方面的需求，包括头发，面部，手和脚的护理
4) With attractive decorations, the pleasant scent of incense and essential oils,Banyan Tree Spa
music ,and treatments for the entire body, every Banyan Tree Spa must be a ‘Sanctuary for the
Senses ’-Banyan Tree SPA 应该用精致的装饰，熏香和精油让人愉悦的香味，舒缓的音乐，
以及全身疗程使其同样成为“感官的天堂”
Departmental Structure 部门结构
.HOD and senior supervisors’name and titles 部门经理及主管的姓名和头衔
.Waruni Chantharasuwan :Assistant Spa Manager 副经理
.Spa Hours 10:00am-10:00pm
Teamwork 团队协作
.When \how your department cooperate with other departments?您所在的部门何时，以何种方式
与其他部门进行合作
1) Communicate with FO on appointment times as many appointments are made through FO
与前厅合作以得到客人的预定信息，因为很多客人会经过前厅作预定
2) Coordinate with Sales for information on discounts as well as group information and details.
与销售部门协调工作，以得到折扣和团队信息
3) Coordinate with FO and Reservations for all guest info and occupancy rates
与前厅和预定部协调工作，以得到客人信息和酒店入住率之类信息
The Spa also houses a gym and Yoga room open the same hours as the spa. The gym can be
opened 24 hours as per guest request.
Spa 设有健身房和瑜珈室，开放时间同于 Spa 健身房可根据客人的需求 24 小时开放。
Department Information 部门资料
Front Office \FO 前厅部门
Department Introduction 部门介绍
Services provided by department 部门提供的服务
1) Offers welcome towel and drink and provides in-villa check in 为客人提供热毛巾和欢迎茶
然后到别墅办理入住手续
2) Arranges check-out service and e-thank you letter 办完退房手续并给客人致以感谢信
3) Handles guest inquiries and requests 回答客人问题并满足客人要求
4) Up-sells all hotel products and makes bookings when necessary 为客人推销酒店最好的产品
并为客人做好详细预定。
5) Arranges transportation service for guests and visitors 为住店客人和外客安排交通工具
6) Provides booking services for airplane tickets, golf tickets, etc.为客人提供酒店以外的其它
服务，如：订机票，订高尔夫，上网，发邮件，等
7) Provides business services such as photo copying,printing, internet access, mail ,EMS, etc.为
客人提供商务服务，如：复印，打印，等
8) Supplies laptop computers, DVDs,CDs,and games to guest as per request 根据客人的要求还
可以免费提供电脑，DVDs ,CDs,游戏,等
Responsibilities of department 部门职责
1) Ensures hotel day to day operational matters are handled on time and guest expectations are
met 保证酒店每天正常运作,满足客人要求
2) Controls and monitors the room inventory to maximize hotel yield while executing
strategically controlled overbooking during peak periods 控制房态,确保酒店客房收益达到
最大化
3) Ensures accurate and up-to-date information is available including tours and sightseeing and
implements booking procedures as necessary 保证确保的和及时更新的信息随时适用,包括
旅游观光,预定程序,等
4) Ensures that all guest billing procedures are handled correctly ,minimizing rebates 保证所有
客人的帐单处理得当,减少坏帐
5) Prepares, monitors ,and controls the hotel’s annual Front Office budget 对前厅每年的预算做
准备,监控,和掌控
Departmental Structure 部门结构
HOD and senior senior supervisors’ names and titles
部门经理及主管的姓名和头衔
Ann Jiang: Assistant Front Office Manager
Terry Wang: Night Manager
Tiger Xu: Bell Captain
Internal departments’ detailed responsibilities 其中小部门的详细职责
Guest service\Telephone Operator 接线员\对客服务:
1) Handles and transfers incoming phone calls from guests, internal departments , and outside 处
理和转接客人,酒店内部部门,外部部门打进来的电话
2) Handles guest requests and complaints, which are then recorded and reported to the manager
处理客人的要求和头绪并做记录以及报告给经理.
3) Handles various bocking requests from guests, including F&B. SPA. T&T. transportation,
morning calls, airplane tickets, etc.处理各种客人的预订要求，如用餐，水疗，旅游，交通，
叫醒电话，飞机票，等。
4) Serves as dispatcher for all buggy needs 负责电瓶车服务的调度。
5) Takes and forwards messages for both guests and internal departments.为客人和内部部门传
递讯息。
Front Office Manager
前厅经理
Operator
总机
Resort Host
接待员
Bellman
行李生
Driver
司机
6) Administers the hotel’s billing system for telephone charges 管理酒店的电话账单系统。
Resort Host:
1) greets guests on arrival at the hotel and conducts in-villa check-in and registration.在客人到
达前厅时给于问候并带客人到别墅登记。
2) Ensures villas are checked prior to guests check-in to ensure they are clean, properly
equipped ,and always in a high standard of maintenance.保证别墅在客人入住之前已经检查
过以确保清洁度，配置完好，以及高水平的维修保养。
3) Handles guest complaints, inquiries, and comments and logs them as well as initiates
appropriate action and follow up.
处理并记录客人的投诉，咨询，或意见，同时采取适当的行动并以后继续关注直到事情解决。
4) Maintains up –to –date files and information on tours, sightseeing, and points of general
interest and makes the necessary bookings when requested.维持并更新有关旅游观光和名胜
地的最新档案和信息，保证客人需要时作出相应预订。
5) Conducts inspections of the public areas enuring a high standard of cleanliness and
maintenance and initiating appropriate action when necessary.巡视相关区域，确保秩序卫生，
维护等保持在高水平。
6) Conducts hotel site inspections when directed.负责安排客人的参观要求。
7) Up-sells all hotel, restaurant, spa, and meeting facilities.
向客人推销酒店的产品，如餐厅，水疗，等。
8) Handles guest check-out and billing procedures.处理客人结帐手续。
9) Ensures a sufficient amount of all operational materials are on hand at all time 保证手边随
时有足量的工作资料。
Bellman:
1) provides buggy service to and from villas for all guests.
提供别墅的电瓶车服务。
2) Delivers messages to villas and delivers luggage in a timely and efficient manner.准时负责对
客的传真或物品传递，以及行李的递送工作。
3) Assists guests getting in and out of cars and with the loading and unloading of luggage .帮助
客人把装载或没有装载的行李放进或拿出车子。
4) Ensures that guest expectations are met or exceeded by providing efficient, friendly, and
attentive service.
提供有效，友好，周到的服务以确保客人满意。
5) Inspects the lobby helping to keep it clean and tidy and reports any defects.检查酒店大堂并
帮助保持其整齐干净，如果有任何不足，及时上报。
6) Inspects the hotel buggies making sure they are clean and in good working order 检查电瓶车
确保其干净并随时可以正常工作。
7) Answers guest inquiries by providing accurate and appropriate information.在有客人咨询时
提供正确合理的信息。
8) Handles guest complaints if possible or reports to supervisor.处理客人投诉或报告给上级。
9) Conducts hotel site inspections when directed.
带领客人参观酒店。
Driver.
1) provides transportation services for the guests using the hotel cars.
在客人要用酒店的车时，提供服务。
2) Assists guests getting in and out of cars and with the loading and unloading of luggage .
帮助客人把装载或没有装载的行李放进或拿出车子。
3) Inspects the hotel cars making sure they are clean and in good working order
随时检查车况，确保正常工作。
4) Answers guest inquiries by providing accurate and appropriate information.
在有人客人咨询时提供正确合理的信息。
Department Information 部门资料
Food & Beverage/F& B Kitchen/KIT 餐饮部及厨房
Department Information 部门介绍
Services provided by department.部门提供服务
1) serves exquisite Western and Asian delicacies to both in-house and walk-in guests.
为酒店的住客和外面的散客提供各种欧陆式，亚陆式精美的食品。
2) Provides beverage service for the entire hotel
为客人和员工提供在别墅用餐的服务
3) Serves guests private in-villa dinners.
为酒店的住客提供在别墅用餐服务
4) Serves afternoon tea 提供下午茶服务
5) Provides all food and beverages for the staff canteen
为所有的员工提供一切食物和饮料。
6) Prepares function rooms for meetings and banquets.
为会议或举行宴会的客人筹备多功能厅及会议室
Responsibilities of department 部门职责
1) Offers a wide selection of international cuisine
提供各个国家并且种类很丰富的菜肴
2) Must prepare a different set menu each day 每天提供不同的套餐
3) Ensures the quality and safety of food by using only the finest ingredients and adhering to the
highest sanitation standards。采用高品质原料执行高标准卫生以保证质量及卫生
4) Must provide food, beverages , and service for all special events.为在酒店举行活动的客人
提供食物，饮料，及服务。
Departmental Structure 部门结构
Food & Beverage
餐饮部
Mingyue Restaurant
明月餐厅
In-Villa Dining
送餐部
Wenhai Bar
文海酒吧
Baiyun Restaurant
白云餐厅
Chunfeng
Teahouse
春风茶室
F &B Manager
餐饮部经理
HOD and senior supervisors’ names and titles 部门经理及主管的姓名和头衔
AlanYong: Executive Chef/F&B Manager 勇杰：行政总厨/餐饮部经理
Arthur Zhao :Chinese Kitchen Sous Chef 赵彤海：中厨厨师长
Scott Gou: Western Kitchen Sou
