1

杭州木棉花酒店

员工手册

Associate Handbook

前言

PREFACE

亲爱的新同事，

Dear new colleague,

热烈欢迎您加入杭州木棉花酒店。

A warm welcome to Mumian Hangzhou.

请耐心读完我们为您准备的材料，这是您了解酒店期望的途径并能逐步引领您步入专业

的服务行业。

Please take the time to read through all materials we prepare for you. It is the tool for you to

understand the expectations from the hotel and to gradually guide you through to the professional

service industry.

首先，您可能会遇到许多问题、挑战和困难，请不要担心，随着您学识的增长和经历的

积累这些阻碍都会迎刃而解。

In the beginning, you may encounter many questions, challenges, and difficulties, but don’t be

so worry too much. As those obstacles will slowly go away once you learn more and experience

more.

培训发展是我们通往成功的钥匙和基础。有多少付出就有多少收获，我们拥有一个专业

的培训团队和许多经验丰富的培训员来确保培训的进行。希望每位同事都能积极参加培

训，这样不仅能增长知识还能促进您的个人成长，步入到职业生涯的下一阶段。

Learning is the key to our success. The return of investment depends on how much efforts we

put into, we have a dedicated learning team and many experienced trainers among us to ensure

we have on going training in place. Everyone is expected to be fully committed to attend the

training and therefore you can grow and learn enough knowledge for you to advance to the next

level of your career.

请记住微笑永远是与人建立情感联系最快捷的方式。您代表的是酒店的专业形象，所以

请随时保持良好的仪容仪表和真诚的微笑。

And remember – Smile. You represent Mumian Hotel, so lets always… Look Good and Feel

Good.

致以最诚挚的感谢

Thank you very much

目 录 CONTENT

欢迎加入木棉花 Welcome to Mumian 3

华润介绍 Introduction to China Resource 5

员工须知 What you can expect from us 7

酒店守则 What we expect from you 25

仪容仪表 Grooming Standard 38

安全须知 Safety and Security 43

行为准则 Hotel Code of Conduct 48

酒店产品知识 Hotel Product Knowledge 65

欢迎加入木棉花

亲爱的同事，

我们最诚挚地祝贺您加入酒店，并非常高兴地欢迎您加入我们充满活力的大家庭。

酒店位于杭州市萧山区钱江世纪城北部沿江地区，毗邻杭州亚运村，国际博览中心，地块西侧为经一路，

东侧为平澜路，北侧为纬三路，南侧为丰北路，属于杭州亚运村技术官员村三期。杭州木棉花酒店总建筑

面积为5万方，酒店设客房192间，其中标准大床房88间、双床房88间、套房16间以及设有餐厅、宴会厅、

多功能厅、健身房等经营功能区。

作为团队中的一员，希望您在这里工作愉快，木棉花沟通的大门随时为您敞开。我们鼓励所有不同层级的

员工不吝向部门主管或人力资源部提出您的需要或疑问，我们将随时为大家效力。

当您开始融入新的角色时，如我们所有人一样，会犯错误。做错事很正常，但是应从中吸取教训、学习和

成长，并在同事需要帮助时给予帮助。我们要不断改进工作方式以确保能从错误中学习并遵循我们对服务

的承诺。

这本员工手册作为酒店管理惯例和政策的指南，其中的信息适用于酒店的员工。您应该将此手册视为总体

指南；其目的在于提供有关酒店的信息并回答您在受雇佣工作期间随时可能遇到的问题。

再次欢迎您的加入。预祝您在酒店获得非凡成就！

此致

酒店行政管理委员会成员

Welcome to Mumian

Dear Colleague,

We would like to express our most sincere congratulations to you for joining us at the Mumian Hotel.

It is our great pleasure to welcome you to our dynamic Mumian Family.

The hotel is located in the northern riverside area of Qianjiang Century City, Xiaoshan District of

Hangzhou City, adjacent to Hangzhou Asian Games Village and International Expo Center. The plot

is located on Jingyi Road on the west side, Pinglan Road on the east side, Weisan Road on the north

side and Fengbei Road on the south side, which belongs to the third phase of Hangzhou Asian Games

Village Technical Officials Village. The hotel has 192 guest rooms, including 88 standard double bed

rooms , 88 twin bed rooms, 16 suites (including 1 large suite), as well as restaurants, banquet halls,

multi-function rooms, gyms and other business functional areas.

As you settle into your new role, you will make mistakes, as we all do. Mistakes happen, but we learn

from these mistakes and support colleagues when needed, always learning and progressing. We always

try to refine the way we work to ensure we are able to learn from our mistakes and follow our

commitment to service.

This Associate Handbook is intended to serve as a guide to the practices and policies of Mumian Hotel.

The information within applies to associates of Mumian Hotel. You should regard this Handbook as a

set of general guidelines only; its purpose is to provide information regarding the hotel and to answer

questions that may come up from time to time during your employment.

Once again, welcome to the team. We wish you great success and happiness with Mumian Hotel.

With best regards,

Mumian Hotel Leadership Committee Members

华润介绍

China Resources

华润以“引领商业进步，共创美好生活”为使命，通过不断创新生意模式，打造产品和服务品牌，有效

地促进了产业发展，为提高大众的生活品质作出了应有的贡献。目前，华润零售、啤酒、燃气、医药的

经营规模在全国位居前列。电力、水泥业务的经营业绩、经营效率在行业中表现突出。华润置地是中国

内地实力雄厚的综合地产开发商之一。雪花啤酒、怡宝水、华润万家、万象城、999、双鹤、东阿阿胶等

是享誉全国的知名品牌。

Upholding the motto of “leading business progress and creating better living together”, China Resources

has effectively promoted the development of the industries in which the Group is engaged and contributed to

an overall improvement in the quality of life for individuals by constantly innovating business models and

bringing forth new products and services. To date, the scales of China Resources’ businesses spanning from

retail, beer to gas and pharmaceuticals are ranked among the top in the country. Its power and cementventures also outshine the market in terms of operating performance and efficiency. China Resources Land is

one of the leading and most influential integrated real estate developers in mainland China, while Snow Beer,

Yibao Water, China Resources Vanguard, Vientiane City, 999, Shuanghe and Dong'e Ejiao, etc. are all

household names enjoying widespread recognition throughout the country.

华润置地有限公司是“世界500 强”企业华润集团旗下负责城市建设与运营的战略业务单元，是内地领

先的城市综合投资开发运营商。公司业务包括住宅开发、商业地产、城市更新、物业服务、康养地产、

长租公寓、产业基金、产业地产、文化体育与教育地产、影院、建筑、装饰、机电家私等。华润置地秉

承“诚实守信、业绩导向、以人为本、创新发展”的华润价值观，坚持“品质给城市更多改变”的品牌

理念，用站在行业发展前沿的姿态、视角和专业能力，赋予城市每一寸土地新的价值。公司始终以客户

为中心，以好产品、好服务、好管理、好团队、好文化为标准，积极推动高品质战略实施，引领城市生

活方式改变，为带动城市区域经济的发展、改善城市面貌做出力所能及的贡献。

China Resources Land Limited is a strategic business unit responsible for city construction and operation

under China Resources Group, a Fortune Global 500 company, and is also a front-runner of comprehensive

urban investors, developers and operators in mainland China. It covers a wide range of business: residential

development, investment property, urban redevelopment, property management, senior housing, leasing

apartment, industrial funds, industrial property, cultural sports and educational property, cinema,

construction, decoration, electromechanical and furniture etc. CR Land champions “integrity, performanceoriented, people-oriented, innovation and development” as its values, sticks to the brand philosophy of

\"better quality better city\", works to transform cities with high quality products and services, and endeavors

to create value for every inch of land with great insight and professional competence. Customer-oriented,

CR Land seeks to provide its customers with quality services by cultivating a talent pool with good

management and an enabling business environment. This means CR Land will take the lead in changing

urban lifestyles with a quality-oriented strategy. Ultimately, it will promote regional economic growth and

contribute its due share to transforming cities.

WHAT YOU CAN

EXPECT FROM US

员工须知

8

录用制度

RECRUITMENT

POLICY

发展机会

CAREER

OPPORTUNITIES

劳动合同

EMPLOYMENT

(LABOUR)

CONTRACT

我们的政策是根据技能、资格、能力和态度，从而聘雇最适合的人选。我们也提

倡在酒店对所有空缺职位实行内部调升。

It is our policy to recruit the best person possible for the job, according to skills,

qualifications, abilities, attitudes and to encourage promotion from within the hotel for

all available positions.

凡新进入酒店的员工应如实填写《职位申请表》

All the new associates should fill in the Job Application Form with correct information.

员工向酒店提交的与就业有关的各类证件、信息资料应真实有效，有弄虚作假

的，视为在签订合同时有欺诈行为，酒店一经发现，有权立即解除劳动合同，

并不支付经济补偿金。

All documents and personal information provide by associate for employment

relations should be correct and valid. Otherwise it will be deemed as fraud, and will

lead to the cancellation of contract without any economical compensation upon

uncovering.

华润集团的木棉花酒店是一家快速发展的酒店公司，并真正需要培养合格的木

棉花人以满足各层级的人才需求。成长的机会已摆在员工面前，但成功与否，

员工自己须负全责。我们营造了让员工能达成事业目标的环境，但唯有员工自

己才能使别人知道他的期望及展示实现事业目标所必须的态度、热情和专业才

干。

China Resources Mumian Hotel is a rapidly expanding hotel company and there is a

real need for qualified Mumian people to be developed to satisfy internal openings at

all levels. Opportunities for advancement are there for the taking but responsibility for

your success ultimately lies with you. We have created an environment where you can

achieve your career goals but it is up to you to make your desires known and to display

the attitude, enthusiasm and expertise necessary to accomplish that.

每位新被录用的员工都需在入职前与酒店签订《劳动合同》，以确保他们都清楚

了解酒店的录用条款。自录用之日起，合同期一般定为3年。合同一式叁份，由

双方签字确认,一份交与员工，另两份由人力资源部保存。

Newly hired associates are required to sign an Employment Contract with the hotel prior

to the associate being permitted to commence duties. This is to ensure that each associate

has a clear understanding of the terms and conditions of their employment. The

Employment Contract will usually be for a defined period of three years com- mencing

from the date of employment. A copy of the signed Employment Contract will be given

to each associate with another two copy kept by the HumanResources.

在确认录用前，酒店会为每个员工准备一份工作职责描述，员工必须阅读并签

字，然后交回人力资源部。工作职责描述阐明了该员工任职的责任范围。

A Job Description will be provided to each associate - a copy of this must be signed and

returned to the Human Resources Department - prior to employment being con- firmed.

This will highlight the scope of the position.

9

反骚扰政策

HARASSMENT

POLICY

木棉花非常重视彼此尊重及保护我们的员工，并绝不姑息任何员工，应聘者，

供应商或客户的非法骚扰。任何有关个人种族，肤色，性别，性取向，婚姻状

况，怀孕，原籍，祖先，年龄，宗教信仰，残疾，公民身份或受法律保护团体

的骚扰都将被视为对此政策的违反和违纪行为。

China Resources places a strong interest in dignity and the protection of our associates,

and does not tolerate unlawful harassment of any of our associates, applicants, suppliers

or customers. Any form of harassment related to an individual's race, colour, gender,

sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion,

disability, citizenship status or any other group protected by law is a violation of this

policy and will be treated as a disciplinary matter.

新 员 工

入职手续

NEW HIRE

CHECK IN

PROCEDURE

入职第一天，新员工应先到人力资源部办公室报到，并参加新员工入职培训。酒

店要求每个新员工都必须参加欢迎加入木棉花的入职培训，以确保他们能系统地

了解我们的公司。

On the first day of employment, a newly hired associate should first report to the Human

Resources Office and will attend a Welcome to Mumian hotel orientation. This is

conducted for all newly hired associates to ensure that the associate is introduced to our

company in a consistent way.

入职培训中，员工将详尽了解关于酒店、工作要求、规章制度及福利等方面的信

息，这将让他们尽快并有效地融入新的工作环境。员工也要如实填写入职所需的

各种表格记录 。

During Orientation, the associate is provided with clear information about the hotel, the

requirements of the job, hotel regulations and associate benefits. This information will

enable you to settle into your new working environment as quickly and effectively as

possible. Employees should also truthfully fill in the various forms required for entry

records.

入职培训结束后，员工将被引见给他们的部门经理，并开始上班。部门经理将安

排师傅给新员工，以帮助新员工能很快与同事建立情感联系，顺利融入团队，适

应新的生活。同时，部门经理将安排系统的部门入职培训，并详尽解释员工应担

负的职责。

Following the completion of the Orientation, the associate will be taken to their

Department Head to report for duty. The Department Head will assign one experienced

associate to be buddy of the new associate to help the new associate to build emotional

connections with the team smoothly and quickly to ensure the associate to adapt new life

in the new environment well. Meanwhile, the Department Head will schedule a

Departmental Orientation systematically and will clearly explain the duties and

responsibilities expected.

10

试用期

PROBATION

PERIOD

新员工入职后的最初6个月为试用期。在此期间，酒店和员工进行“互相了

解”。

The initial 6 months of your employment will be considered a probation period.

This is a trial period in which we “get to know each other”.

在此期间，酒店要审视这份工作是否适合您。员工也要利用这个机会认真考虑他

们在酒店的工作对自己是否有益。

During this time, the new associate and the hotel will find out if the job is right

for you. New associates are urged to take this opportunity to carefully decide

whether they feel that working at Hotel will be enjoyable and beneficial to them

over a longer period of time.

在试用期内，任何一方都有权解除合同，但需要提前3天书面通知对方。

At any time during the probation period, either party may terminate the employment

agreement with three (3) days written notice period.

发生下列情形中任何一种，员工将被视为没有达到酒店的聘用条件，酒店有权解

除合同：

Anything listed as follows occurs, the associate will be deemed not to meet the

hotel employment conditions and the hotel has right to cancel the contract.

 提供虚假个人信息和证明

Provide fake personal information and certificate

 违反酒店规章制度

Offend hotel rules and regulations

 违反部门标准和程序

Offend department standards and procedures

 无法通过岗位培训评估

Unable to pass the on-job training evaluation

在木棉花，员工仅需要经过一个试用期。

In Mumian, associates are only required to complete one probation period.

11

表现发展

PERFORMANCE

DEVELOPMENT

您与您的上级，随时保持开放的沟通是很重要的，这样做确保您回顾并巩固自己

的优势，并确定需要改进的地方。

It is important that you maintain open communication with your Superior at all times to

ensure that you review and build on your strengths, and identify those areas of your

performance that require improvement.

表现发展讨论通常是您和您的上级正式讨论您的工作表现，使你们能够规划未

来。

Performance development discussions are ordinarily conducted between you and your

Superior to formally discuss your performance, and to allow you and your Superior to

plan for the future.

试用期表现发展讨论

Performance Development Discussion for Probation

在试用期结束前部门主管会与员工进行一次面谈，只有工作表现令人满意，并且

已经参加了所有核心培训的员工才能通过试用期。

Generally, one discussion will be conducted; just before the end of the probationary

period. An associate will only be confirmed upon satisfactory performance and has

completed the Core Training.

表现发展计划

Performance Development Plan

将由主管或部门经理与员工进行。这是一个正式的讨论并记录一年中值得关注的

问题的机会。讨论是领导与下属间的双向交流，并制定出双方认可的改进计划。

This will be conducted by your Supervisor or Department Head in your presence.

This is an opportunity to formally discuss and record points that have arisen during the

year. The discussion is a two-way conversation between you and your Superior and will

result in a mutually agreed plan.

表现发展面谈是一个让员工总结自己工作成果的机会。员工在面谈前将有足够的

通知期，以使他们有时间准备讨论的重点。

The Performance Development Discussion is an opportunity for you to summarize

how well you are doing. You will be given plenty of notice of the interview to allow

you time to be prepared with all your points for discussion.

书面的表现发展记录决不能取代主管与员工间的日常沟通。它是对日常沟通的正

式记录和总结，所以面对表现发展计划时，员工无需感到惊讶。

Written Performance Development documents are in no way intended to take the

place of daily communications that will occur between you and your Manager or

Supervisor. They are meant to formalize and summarize the communication so there

should be no surprises when Performance Development Planning comes around.

12

亲属聘用

EMPLOYMENT OF

RELATIVES

所有被录用为行政管理委员会成员或部门经理（7级）的新员工都不准再录用其

配偶或亲属在本酒店工作。

All new associates employed as a Leadership Committee Member or Department Head

of the hotel are not permitted to have spouses or relatives employed by the hotel.

此政策只有在双方都已是酒店员工的情况下才不适用（即在他们受雇于酒店期

间结婚）。但这种情况下，双方不能在同一个总部门工作。

The only time this policy would not apply is when both partners are already associates

of Hotel (i.e. Marriage occurs during their employment with Hotel). On the occasions

where this occurs, spouses are not allowed to work in the same Division.

在没有潜在利益冲突的前提下，其它员工可以有配偶或亲属在酒店工作。但有

亲属关系的员工不能在同一部门工作。

Other associates may have spouses, and relatives working at Hotel, providing that such

employment does not create a potential Conflict of Interest. Relatives will not be

permitted to work in the same department.

员工如有亲属或配偶在酒店就职，则必须告知酒店。新员工必须在员工求职申

请表上清楚说明这一点。任何故意在此方面向公司提供虚假资料的员工都将被

视为不诚实而被辞退。

It is the obligation of an associate to inform the hotel of all relatives or spouses working

at Hotel. For new associates this is to be clearly declared in the Employment Application

Form. Any associate who misrepresents information to the company in this area

intentionally, will be treated as dishonest subject to immediate dismissal, along with

forfeiture of benefits.

13

晋升和调动

PROMOTION AND

TRANSFER

酒店鼓励“内部晋升”和个人成长。请注意员工布告栏上公布的职位空缺，如员

工有意应征，请将申请表交到人力资源部。

Hotel encourages ''promotion from within'' and individual growth. Look out for vacancies

on the Notice Boards and submit your application to the Human Resources Office.

酒店将依据应征员工的表现、服务年限、参加过的培训等因素进行评定与选拔。

酒店将始终不渝地支持“内部晋升”的集团理念。

Factors such as performance, length of service and participation in training are all taken

into consideration. The hotel supports the corporate philosophy of “Promotion from

within” whenever possible.

为了使晋升选拔方式具有公平性和一贯性，员工晋升将参照：

In order to have a fair and consistent method of promotion, outlined below are guidelines

for promoting associates:

 业绩和已被证明的表现

Promotions will be based upon merit and proven performance

 已为本酒店工作一年以上

Associate must usually have completed 1 year of service.

 出色的表现

Outstanding performance

 所有的晋升必须与工作相关

All promotions must be job related

所有的部门经理都用“职位接续计划表”帮助考虑本部门潜在的候选人。酒店管

理层有权对来自各种渠道的候选人进行筛选，但要优先考虑酒店内部的候选人。

一个员工被调职或晋升时，不必再经过试用期。

All Department Heads consider potential candidates in their department and each year

participate in the formulation of a “Succession Plan”. This is used to plan Transfers and

Promotions in the hotel. The Management retains the right to select or not select

candidates from any source it deems appropriate, however internal candidates will

always receive primary consideration. When an associate is transferred or promoted, they

are not required to complete another period of probation.

酒店内部调动 Hotel Internal Transfer

酒店有权根据酒店营运需要将员工调动至其它部门。如果员工自愿调动需首先征

询其部门经理的书面批准，填写内部调动申请单并提交人力资源部进行进一步操

作。

The hotel reserves the right to transfer the associate to another department according to

operational requirements. If an associate wishes to apply for a transfer, he/she must first

obtain written approval from his/her Department Head, using the internal application

form, bought to the attention of the Human Resources Department for advice and follow

up action.

14

晋升和调动

PROMOTION AND

TRANSFER

公众假期

PUBLIC

HOLIDAYS

酒店间调动 Hotel External Transfer

如果员工希望调动到其它木棉花酒店，需得到其部门经理/总监和人力资源部总

监的书面批准。然后由人力资源部联系其它酒店进行安排。任何违反调动政策和

程序的行为将被视为无效操作，酒店也将不批准此类调动申请。员工需在本酒店

工作满12个月后方可提出调动申请。

If an associate wants to apply for transfer within China Resources hotels, a written

approval from both his/her current department's manager / director and Human Resources

Department needs to be obtained. Human Resources Department will then contact other

hotels to make transfer arrangement. All actions against the hotel transfer policy and

procedures will not be considered valid progress, and the transfer will not be agreed by

the hotel. The candidate needs to work in his / her current hotel for at least 12 months.

酒店遵守如下政府规定的公众假期，共计11天：

Mumian Hotel complies with the Public Holidays as determined by Government of the

Country as follows:

 元旦1天 New Year’s Day One day

 春节3天 Spring Festival Three days

 清明节1天 Qing Ming Festival One day

 劳动节1天 International Labour Day One day

 端午节1天 Dragon Boat Festival One day

 国庆节3天 National Day Three days

 中秋节1天 Mid-Autumn Festival One day

15

休假

LEAVE

酒店的中国籍员工于下列情况下享受有薪假期：

Local associates of Mumian Hotel are entitled to paid leave in the following cases:

年假 Annual Leave

所有酒店正式员工，试用期满后可以享有带薪年假（年假天数如下图所示）。年

假必须于当年休完，否则酒店将视为员工自愿放弃，并且不给予任何补偿。年假

不能转入下一年（确有特殊原因且提前获得了人力资源部总监同意的情形例

外）。

All full time hotel associates are entitled paid annual leave after the probation period in

the hotel (the detailed entitlement is as below). Annual leave must be taken within the 12

months of being due. If not utilised within this period, it will be forfeited without any

compensation by the Hotel. Annual leave should not be carried forward to the next

calendar year (unless prior approvals have been obtained from Director of Human

Resources for special valid reason).

员工类别

Associates

级别

Grade

享有年假天数

Annual Leave Entitlement

行政管理委员会成员

Leadership Committee

8 20个工作日

20 working days

部门经理&经理

Department Head &

Managers

6 - 7 15个工作日

15 working days

副理及以下级别员工

Assistant Manager &

below

2 - 5 10 – 15个工作日

（10天起, 每年递增一天, 15天

封顶 Start from 10 working days,

with an annual increment of one

day to a maximum of 15 days）

试用期满后，在征得部门经理批准的前提下，员工可以按比例支取年假。但员工

如果在年假到期日前辞职将需支付已提取的超出部分的年假。

Associate can enjoy their pro-rata annual leave after probation upon the approval from

the department head. However, the exceed amount of the annual leave should be paid

back if the associate resigns from the hotel before the annual leave entitlement day.

16

休假

LEAVE

部门经理应安排员工在过期日前休年假。如果员工不愿按照部门经理的安排休

假，需向人力资源部提交经由部门经理批准的书面通知。

Department head must arrange the associate to take the annual leave before due day. If

the associate doesn't want to take the annual leave as per department head arrangement,

a written notice must be approved by department head and submitted to Human

Resources.

如果员工未遵循酒店政策离职，则不再享有其未休年假且无任何形式的补偿。

The outstanding annual leave will not be granted or compensated if the associate leaves

from the hotel not following the hotel policy.

病 假 Sick Leave

每位员工一年中（1月1日至12月31日）可申请6天有薪病假，新员工以入职时间

按比例享受有薪病假。如员工病假超过6天，酒店则按杭州市最低工资标准的80%

支付该员工的工资。除非紧急，任何病假的申请务必于开始工作4小时之前通知

当班主管。少于2天的病假（含2天），病假证明以及相关证明务必于上班当天上

交至部门；超过3天以上的病假（含3天），病假证明以及相关证明务需在72小时

以内（第3天内）上交至部门。酒店只有在收到员工定点医院出具的病假单后，

才能给予工资补偿。

Every associate is entitled to 6 days full pay Sick Leave per calendar year. New

associates will have their sick leave prorated. Should the sick leave exceed six days,

associate will be paid at 80% of minimum monthly salary of Hangzhou. In nonemergency cases, sick leaves need to be applied 2 hours before the shift starts. For sick

leaves within two days (inclusive), the sick leave certificate must be submitted on the

day of work. For sick leaves above three days (inclusive), the sick leave certificate must

be submitted within the first 72 hours. Salary compensation will be paid only upon receipt

of a verified sick leave certificate issued by designated hospital that must be handed to

Human Resources.

病假将影响员工的年终奖及其他奖金（如有）

Sick leave will be a deductable factor in the calculation of the annual bonus and other

incentive if any.

定点医院出具的相关病假证明资料包括如下：

Below certificates issued by the designated hospital are required when applying for sick

leave:

病假证明原件

Sick leave certificate - original

诊断证明复印件

Diagnosis – copy

病历及处方复印件

Prescription - copy

就诊费用清单复印件

Receipt for payment - copy

如需要，酒店有权利要求员工出示原始单据以作确认

Hotel reserves the right to see original copies for verification upon request

如员工未按以上程序要求申请病假，或提供的病假资料不齐全的将视为无薪假

期，并可能根据情节依据员工手册进行违纪处理。

Leaves not applied through the above procedure or lacking required certificates will be

regarded as unpaid leaves, as well as result in disciplinary actions subject to the

investigation.

17

休假

LEAVE

产 假 Maternity Leave

已婚且受雇于酒店的女员工可享受98天的有薪产假（产前假期15天产后假期83

天），员工全额工资由社会保险支付；女员工根据地方法规享受额外产假，详细

情况请洽询人力资源部。

Married female associates who are under employment of Hotel are entitled to Maternity

Leave with full pay of 98 days (15 days before and 83 days after the birth date), associate

salary will be paid by social insurance, additional paid maternity leave will be granted

according to relevant laws and regulations, further information is available from Human

Resources Division.

流产假 Miscarriage Leave

已婚且受雇酒店的女员工妊娠不满4个月流产的产假为15天，妊娠满4个月及以上

流产的产假为42天。假期期间，员工全额工资由社会保险支付。超出的流产假依

据医院出具的病假证明将被作为病假处理。假期包括本休日和公众假日。带薪流

产假只可使用一次

Married female associates who are under employment of Hotel are entitle Miscarriage

Leave of 15 days once a time paid leave for pregnancy less than 4 months; 42 days for

pregnancy of 4 months and above. During the period of Miscarriage Leave, associate

salary will be paid by social insurance, the extending leave will be treated as sick leave

if proper sick leave notice is issued by the hospital. Off days and public holidays are

included in the Abortion Leave.

陪产假 Paternity Leave

合法婚姻情况下，入职了酒店后妻子生产的男性正式员工，在妻子生产后1个月

内可以享有15天的陪产假。计划休陪产假的员工应提前向部门经理申请并给予

合理的原因。递交申请时必须附上结婚证和孩子的出生证明复印件。申请陪产

假必须一次性休完，本休日和公众假期包含在内。

Full time male associates employed by Hotel with legal marriage are entitled to 15 days

Paternity Leave with full pay. The Paternity Leave has to be taken once a time within 1

month after his wife’s delivering, the off days and public holidays are inclusive. Request

for paternity leave should be made in advance and associates should give their

supervisors reasonable notice of such request. The application must be accompanied with

a copy of the Marriage Certificate and Birth Certificate.

婚假 Marriage Leave

员工在加入公司后结婚登记符合国家法律要求的，可享有3个连续日历天数的婚

假假期。

Team member is entitled to 3 consecutive calendar days paid marriage leave for his/her

legal marriage that is officially registered during his/her service with the Company.

18

休假

LEAVE

员工保险

ASSOCIATE SOCIAL INSURANCE

无薪假 Unpaid Leave

酒店一般不支持休无薪假，除非人力资源部特别批准。一般无薪假不可超过14天，

并且酒店有权根据工作量、员工表现及行为等因素拒绝员工的休假请求。无薪假

将影响员工的新春红包及其他奖金（如有）。

Hotels generally do not support taking Unpaid Leave unless specifically approved by the

Human Resources Department. Unpaid Leave shall not exceed 14days, and hotel reserves

the rights to refuse such requests based on prevailing business and the associate's

performance and conduct. Taking unpaid leave will affect the annual bonus and other

incentive for that concerned associate (if any).

丧假 Compassionate Leave

受雇于酒店的员工在亲属过世时，可申请1-3天有薪丧假。员工必须提供死亡证

明书和亲属关系证明，并在亲属过世后的30天内一次性休完丧假。假期内包含本

休日和公众假期。

Compassionate leave with full salary is granted for the deaths of natives of associates

employed by Hotel. Compassionate leave must be depleted within 30 days of the death

of deceased. Application for compassionate leave must be supported by Death Certificate

and Kinship Certificate, it has to be taken once a time with off days and public holidays

inclusive.

父母、配偶、配偶父母及子女3个日历天

Spouse / Children / Parents 3 calendar days

祖父母、外祖父母、兄弟姐妹 1个日历天

Grandparents / Siblings 1 calendar day

社会保险和住房公积金 Social Insurance & House Fund

酒店将按政府规定向社会保险机构为全职员工缴纳社会保险和住房公积金，该保

险金的个人缴纳部分由员工本人负担。

The Hotel will help to pay for contracted associates’ social insurance and housing

fund in part to a designated insurance agency while the associates shall make their own

contribution toward the funds in accordance with state regulations.

雇主责任险 Employer’s Liabilities Insurance

员工因工所发生的意外事故或因职业病所造成的伤害、伤残或死亡，均属于雇主

责任保险范畴。这是酒店为员工所做的一项额外保险。

Injuries or death as a result of work at the hotel are covered by Employer Liability

Insurance, which is an extra protection that the hotel provides for all associates.

Their own contribution toward the funds in accordance with state regulations.

19

员工餐厅

ASSOCIATE RESTAURANT

每位员工一天可以按照当班时间在员工餐厅免费用三餐。具体用餐时间由部门经理根

据工作需要决定。员工餐厅每日供应四餐：

All associates are free to have three meals per shift in associate restaurant. You will be

advised when to take your breaks by your Department Head/ Supervisor. The operating

hours of the associate restaurant are:

早餐 Breakfast： 06:30 - 08:50

午餐 Lunch： 11:00 - 13:30

晚餐 Dinner： 16:30 - 19:00

夜宵 Supper： 22:00 - 23:30

用餐时间将根据实际运营进行调整

Staff Cafeteria opening hours will be adjusted based on actual operations.

员工须按酒店规定登记后方能领取食品。每个人都要保持员工餐厅的干净整洁，

为大家营造一个令人愉快的用餐和休息环境。

Associates must register according to hotel’s request before commencing each meal.

Everyone is asked to help keep Associate Restaurant clean and tidy so that we all have a

pleasant place in which to eat and relax.

员工不准将任何食品、饮料、器皿等员工餐厅的物品带出员工餐厅。

Associates are not allowed to take out any food, drinks, utensils or equipment from

Associate Restaurant.

员工加班或有其他正当原因时，经主管及人力资源部批准可加餐。

In the event of overtime or other valid reasons, you may be provided with an additional

meal, subjected to the approval of the supervisor and Human Resources department.

员工需要身着公司制服并打卡用餐。员工同时也需要遵守员工餐厅的各项规章制

度。如有违反，公司可给予员工适当的纪律处分。任何住店客人和访客都不可在

员工餐厅内用餐，除非经人力资源总监事先书面批准。

You are required to provide your Team Member Identification card and dressed in

Company uniform when taking duty meals. You must comply with the Team Member

Restaurant's rules and regulations. Failure to comply with rules and regulations may

result in disciplinary action as deemed appropriate. Guests or visitors are not allowed to

use team member restaurant at any time, unless with the prior written approval of HR

Director.

20

制服

UNIFORMS

员 工

布告栏

NOTICE

BOARDS

酒店为每位员工专门设计、剪裁了制服。员工必须正确穿着制服、鞋子、袜子

（短袜 / 连裤袜），佩戴名牌和其它规定的物品。

Each uniform has been designed and tailor-made, customised for each individual

associate. Clothes, shoes, socks/stockings, nametags and other prescribed items must be

worn correctly.

酒店为员工免费洗涤和熨烫制服。员工有义务爱护制服，确保其干净、舒爽并正

确穿着。员工的制服如需修补，请联系客房部。包括工鞋在内的酒店发放的制服

都是公司的财产，除因工作需要获准的人员外，员工不准将其穿出酒店或穿制服

上下班。员工离职时，必须将制服及其它酒店财产交还后，方可从酒店结清最后

一笔工资。

Uniforms are laundered free of charge by the Hotel. It is the responsibility of the associate

to take care of uniforms, ensuring they are kept clean and smart and that they are worn

in a correct manner. Should your uniform require repair, work needed should be reported

to the Housekeeping Department. Uniforms are company property. With- out proper

approval, associates are not permitted to wear their uniforms and shoes outside the hotel

premises or to travel to and from work. On termination of employ- ment, no final salary

settlement will be made until all uniform items and other hotel properties are returned to

the hotel.

名牌 Name Tag

名牌为制服的一部分，员工应按照酒店要求佩戴。名牌丢失需立即向人力资源部

挂失并补办（需缴纳一定费用）。员工如佩戴他人名牌将受到纪律处分。名牌作

为酒店财产需在离职时交还人力资源部。

Name tag is part of uniform. Associates are required to wear their name tag as per hotel

requirement. In case of loss of the name tag, associates should report to Human Resources

Department immediately for replacement for which there will be a charge. Associates

who are found wearing someone else's name tag are subject to disciplinary action. The

name tag remains the property of the hotel and must be returned to the Human Resources

Department upon termination of service.

员工布告栏设置在酒店的核心区域，布告栏上张贴内部晋升、职位空缺及大家

都感兴趣的通知。请员工经常关注布告栏上发布的信息。所有部门设立的布告栏

由所属部门的秘书或者文员在部门负责人的指导下进行管理。在没有得到人力资

源部总监同意的情况下，任何员工都不可以撤换、移除人力资源部的布告栏。

Notice boards are located at several points around the hotel Heart of House area.

Internal promotions, vacancies and notices of general interest are always published and

you are encouraged to read the notices regularly. All department notice board are to be

managed by respective Administrative Assistant or Clerk under the supervision of the

Department Heads. No Associate are allowed to change or remove any notice on Human

Resources notice board except the Human Resources associates with prior approval of

Director of Human Resources.

21

开放政策

OPENDOOR

POLICIES

木棉花推行开放政策。我们鼓励大家与督导经理们讨论问题、投诉、需求。我们

的行业充满竞争，需要一个健康的态度。通过推行开放政策，我们希望大家满足

客人需求的工作热情免受问题或挫折的干扰。

Hotel is committed to an Open Door policy. Every associate is encouraged to discuss

problems, complaints, needs or requests with those in supervisory positions. Our business

is a challenging one that requires a healthy attitude. By keeping our doors open to you,

we hope to keep problems or frustrations from diminishing your spirit for the job of

satisfying our guests.

如果您面临问题或需要特别关注，向您的主管寻求帮助将是一个良好的开端。

Should you face a problem or have a need that requires special attention, your Supervisor or Department Head is a good choice.

 立即和您的主管讨论问题。如果与主管讨论问题您感觉不自在，可以向您的部

门总监或人力资源部寻求帮助。

Immediately discuss the problem with your supervisor. If you do not feel comfortable

discussing the issue with your supervisor, bring the issue to the attention of your division

head or Human Resources.

 如果您对主管的解决方案不满意，我们鼓励您和您的部门总监或人力资源部总

监进行讨论。他们会考虑您的投诉并将尽快告知您解决方案。

If you feel the issue has not been satisfactorily resolved by your supervisor, you are

encouraged to discuss the situation with your division head or the Human Resources

Director. These individuals will consider the complaint and will in form you of their

resolution without delay.

每日例会

DAILY

BRIEFINGS

各部门都会在每个班次开始前召开沟通短会，旨在让员工及时了解需要紧急跟进

的事项及酒店/部门的最新信息。

It is conducted at the beginning of every duty shift in your department. The purpose

of these briefings is to keep you up-dated on urgent and last minute happenings.

生日礼物

BIRTHDAY GIFT

为表示祝贺和祝福，当月过生日的员工会有一份酒店准备的生日礼物。

The hotel is preparing a Birthday Gift for the associates whose birthday is on that

month as a token of celebration and best wishes.

员工大会

TOWN

HALL

MEETING

在员工大会上，我们将与员工沟通关于酒店的最新消息并为大家安排丰富多彩的

活动。

Town Hall Meetings are held for all associates. We will keep you updated on

happenings in the Hotel, what to expect – a spicy combination of updates and fun.

22

员工奖励

ASSOCIATE

RECOGNITION

薪资和津贴

SALARY &

ALLOWANC

ES

服务年限奖 Service Award

建立服务年限奖旨在奖励长期服务木棉花的员工的贡献。这种奖励体现了我们对

所有员工事业发展的关注以及对员工忠诚企业精神的首肯。

A Service Awards Program is a key element in the expression of our appreciation of

associates of long-standing service for their contribution and loyalty to the organization. Such recognition confirms our interest and commitment to the career growth of all

our associates.

服务期可分以下几个阶段进行奖励：

Service should be recognized at the following levels:

 五年服务期 Five years of service

 十年服务期 Ten years of service

 此后每五年一次 Every five years there after

在计算服务期时应使用最早加入木棉花的日期（再次加入的员工之前的服务期也

一并计入）

Original Mumian hire dates in any Mumian hotel should be used when counting the

eligibility for the service awards (previous service is recognized for rehires).

其它奖励 Other Awards

除了上述奖励，员工还有机会在一年中获得其它优秀奖项。

Besides the awards described above, there are several other Excellence Awards that can

be won by deserving associates throughout the year.

工资支付 Payment

酒店考勤月为每月1日至31日，并于次月的15日前将工资直接转入员工的银行账

户。如规定的发薪日恰好是公众假期，则会于公众假期前的一个银行工作日支付。

酒店将依据当地的税务法规，每月代扣员工的个人收入所得税， 及各种国家规

定的保险和公积金。

Hotel payroll period is every 1st to 31st of the month. Salary payment will be paid before

the 15th of the following month into your bank account. If the above- mentioned date

falls on a Public Holiday, then salary will be paid on a bank working day before the

public holiday. The Hotel will deduct salary for tax purposes on a monthly basis in line

with the local legislation on taxation.

如对其本人工资有任何疑问，可在收到工资后10日内向人力资源部和财务部咨

询，否则将被视为接受。酒店将不负责日后提出的任何争议。

Should the associate have any doubts on his / her payment, he / she should raise the

issue to both Human Resources and Finance within 10 days after they receive the salary,

or it will be regarded as total acceptance. Hotel will not take any responsibility for the

dispute in the future.

23

薪资和津贴

SALARY &

ALLOWANCES

工作时间和

出勤记录

WORKING

HOURS

AND ATTENDANC

E RECORD

加 班 Overtime

员工如根据酒店要求超时工作或者在公共假日上班，会通过补休假或者支付加班

工资的方式补偿。如果支付加班工资会代扣税款。

Associates who work beyond the normal hours of work or work on Public Holiday at

the request of the hotel will be compensated with extra days off or overtime payment. It

is subject to taxation if compensate with payment.

由于酒店业务性质为昼夜连续运营，有些部门的员工需要轮班工作。根据工作性

质，有些岗位需要遵照劳动法规实行综合计算工时制或不定时工作制。

Some associates will be expected to work in shifts as the hotel operations run round the

clock. Based on job responsibility, different working hour systems will apply according

to the labour laws and regulations.

除行政管理委员会成员外，所有员工必须通过员工通道按照酒店规定的考勤制度

登记上下班。

All associates - with the exception of Leadership Committee Members and Division

Head, have to clock in when reporting for duty and Clock out when going off duty at

the Associate Entrance according to hotel’s attendance regulations.

培训发展

LEARNING

培训与发展是木棉花的重要价值。为了支持我们成为员工、客户和业主首选品牌

的目标，木棉花提供发展机遇和资源来增强我们员工的知识、能力和实力。我们

注重不断学习，为服务和木棉花注入更高的自豪感和热情。

Learning is important values at Mumian Hotel. To support our goal of being the preferred

brand for associates, guests and owners, Mumian Hotel provides development

opportunities and resources to enhance our associates’ knowledge, abilities and strengths.

We focus on continued learning to instil an even greater pride and passion for service

and for Mumian Hotel.

在酒店，您能够通过各种学习及培训发展计划提升自己的技能、获得成长、并为

担负更多责任做好准备。

At Mumian Hotel you can upgrade your skills, develop and prepare yourself for

more responsible positions through various learning and development programmes.

24

培训发展

LEARNING

语言培训 Language Training

酒店会安排英语或其它语言培训，以提高员工对语言的驾驭能力。

Hotel will organize English or other Language training programmes to improve associates command of the language.

领导力培训 Leadership Training

酒店将安排一些主管级及以上员工参加领导力培训。此计划旨在通过实施一系列

的领导力课程，提升管理级员工的管理技能。

Hotel assigns a certain number of supervisory level and above associates to Management Leadership Training. The program aims to improve the management skills of

management level employees through a series of leadership courses.

交流培训–在其它木棉花酒店进行的培训

Mumian Train – Inter Hotel Training Programmes With Other Mumian Hotels

酒店会提供员工到姐妹酒店进行培训的机会，这可以拓展员工视野，为姐妹酒店

提供技术支援，或为员工将来发展到管理职位作准备。

Associates will be given an opportunity for training at one of our sister hotels from

time to time. This may be for cross exposure, to be trained at or to provide technical

assistance to sister hotels or to be developed into a future management position.

酒店内部交叉培训 Internal Cross Training

酒店的员工可以参加酒店内的交叉培训，以了解同部门其它职位，或是其它部门

的工作。通过交叉培训计划，可以使员工获得完成任务所必须的概念、技能和知

识。

An internal Cross Training Programme is prepared for Mumian Hotel associates for them

to gain exposure in the allied departments or other divisions. This programme enables

them to capture the concepts and to acquire the skills and knowledge necessary to

perform the task assigned.

员工须通过试用期后方能参加酒店内部交叉培训。

Only associates who have successfully completed the probation period are eligible for

the Cross Training Programme.

外部培训及研讨会 External Training Courses And Seminars

酒店的员工也有机会参加外部的培训课程或研讨会。对于酒店的培训预算可以资

助的课程或研讨会，在人力资源部总监批准后，部门会派遣员工参加这类培训或

研讨会。

Associates will be given an opportunity to attend external training courses or seminars.

If the Hotel’s training budget funds the courses or seminars, then the Director of Human

Resources must approve this.

25

酒店守则

WHAT WE

EXPECT FROM

YOU

沟 通 COMMUNICATIONS

26

酒店要尽力做到最好，并确保我们提供给客人最佳的服务。因此我们的团队精神和高效沟通非常

重要。

For Mumian Hotel to be the best we can be, and ensure that we provide our guests with the best possible

service standards, it is very important that we all practice teamwork and effective communications within

our team.

我们都承担着高效和及时沟通的责任。需要时，请协助我们的同事传达并接收那些使我们能更好

发挥团队功能的关键信息，并为同事和客人提供完整且专业的服务。

We all have the responsibility to communicate effectively and in a timely manner. Assisting our colleagues

when needed to convey and receive critical pieces of information enables us to function better as a team,

and to provide a complete and professional service to our guests and colleagues.

使用电话 Use of Phones

电话是全球最基本的通讯工具，使用电话的方式是我们酒店水准的直接反映。基于此，应尽快

并礼貌地接听所有电话。

The telephone is an essential communication tool worldwide and the way calls are handled reflects the

standards of our hotel. In this respect, all calls are to be answered promptly and with courtesy.

除行政管理委员会成员、部门经理（5-6级）或已经被批准的员工（因安全、紧急情况及与运营有

关的原因上班时携带个人手提电话），其他员工未经许可不得在当值期间使用私人移动电话。

With the exception of Leadership Committee Members, Department Heads/Managers and pre-approved

associates (who are required to carry a personal mobile phone for safety, emergency and business related

reasons on and off duty), associates are not permitted to use personal mobile phones while on duty.

为其他同事着想，请将私人移动电话调至静音并仅在休息时间于员工餐厅或更衣室内使用。

Out of consideration for your co-workers, personal cell phones should be silenced and only used in

Associate Restaurant or Locker Rooms during breaks.

与同事的交往 Interaction With Colleagues

当员工与同事交流时，时刻牢记我们同属于一个团队！

When communicating with your colleagues always remember we are on the same team!

我们总要保持微笑，称呼同事的姓名，以显示对同事的尊重及对同事遇到的问题与挑战的关心。

酒店的员工彼此礼貌相待并互相尊重。我们使用积极、专业及友好的体姿，从不恐吓或喊叫。我

们使用恰到好处的身体语言，并保持专业的气质、姿势、形象及体态。

Smile whenever possible, use your colleagues name when possible, always show respect and consideration

for their challenges and concerns. Mumian Hotel’s associates treat each other with courtesy and respect.

We use positive, professional and friendly gestures, never threatening or shouting. We are careful to use

appropriate body language and maintain a professional disposition, posture, presence and poise.

在客人面前与同事交谈时，我们总要保持敏感—当客人听不懂我们的语言时，常会认为我们在谈

论他们。因此，在客人面前交谈时，我们一定要尽量讲他们的母语。

When talking with colleagues in front of guests, we must always remember to be sensitive - guests

frequently assume that we are talking about them when they don’t understand the language we are speaking

with each other. Therefore, when talking in front of our guests, we always try to use their native language

whenever possible.

沟 通 COMMUNICATIONS

27

与客人的交往 Interaction With Guests

与客人交流时，一定要记住他们是我们在这里的原因–我们在这里就是要预知并按木棉花的标准

满足客人的期望。酒店因我们员工的友好、热情及灵活机动而感到自豪。我们因自己具有的态度

而被从众多应聘者中选拔出来，并接受系统的培训，以按照客人的要求提供高标准的服务。

When communicating with our guests, always remember that guests are the reason why we are here - we

are here to anticipate and satisfy the needs of our guests to Mumian Standards. Mumian Hotel prides itself

on the friendliness, warmth and flexibility of our associates. We have all been handpicked based on our

attitude, and have been trained to deliver the high standard of service required by our guests.

木棉花人以客为尊 Mumian people are Customer Focused!

随时保持微笑。当客人需要我们帮助时，总要热情地招呼他们并引领他们到所找的地方，而不仅

仅指示出方向。尽可能称呼客人的姓名。

Smile whenever possible. Always warmly greet guests and escort them rather than direct them when

they ask for our help. Use our guests’ name whenever possible.

处理客人反馈时，我们有责任接受每个客人的要求及投诉。我们礼貌且迅速地为客人解决问题，不

必要时，绝不说“不”。对客人给我们的意见要表示感激，并保证迅速处理他们的投诉。我们要真

诚感谢客人的谢意和赞美。需要时迅速提供反馈。牢记客人无论何时投诉，都是在给我们第二次机

会去满足他们的需要。

Whenever dealing with guest feedback, we take ownership of every guest request and complaint. We

resolve them courteously and promptly, only saying no when absolutely necessary. Always thank the guest for

comments received and assure them that their complaint will be promptly dealt with. We graciously

acknowledge the thanks and appreciation expressed by our guests. Provide feedback quickly. Bear in mind

that whenever a guest is complaining they are giving us a second chance to satisfy their needs.

当直接面对客人时，要微笑、保持目光接触及适合的姿势、形象。记录并重复客人的要求，以证明

您对客人需要的理解，并且总要表示出您渴望听取他们的意见，并作出积极的回应。

When dealing directly with a guest, smile, eye contact and appropriate posture and presence. Take notes

and repeat instructions to verify your understanding of their needs and always show eagerness and positive

reaction to their comments.

我们与离开酒店的客人热情话别，并让他们知道我们期待着能再次欢迎他们光临。

We say goodbye warmly to our departing guests, and let them know that we look forward to welcoming

them back.

沟 通 COMMUNICATIONS

28

个人使用社交媒体 Personal Use of Social Media

木棉花认可其员工通过网络、博客和其它形式的社交媒体与家人、朋友及同事沟通。诸如

Facebook、LinkedIn、Twitter、微博、微信及其它的网络平台提供各种在线交流互动的

机会。木棉花支持其员工参与这些形式的社交媒体并认同全球思想交流的重要性。但是，员工个

人使用社交媒体可能会直接影响到木棉花的品牌声誉、整体营销、法律责任、发展计划和社会

关系。因此，当您在私人生活中使用社交媒体时，请谨记木棉花社交媒体政策及准则，员工不应

使用社交媒体对木棉花酒店发表评论且应避免发布任何木棉花酒店或设施的图片或者展示木棉花

标志。

Mumian recognizes that its associates are communicating with family, friends and colleagues through

online networks, blogs and other forms of social media. Sites such as Facebook, LinkedIn, Twitter, Weibo,

WeChat and others offer a variety of opportunities for online engagement. Mumian supports its

associates’ involvement in these forms of social media and recognizes the importance of the global exchange of ideas. However, your personal use of social media can affect Mumian’s brand reputation and

overall marketing, legal obligations, development and community relations efforts. Therefore, when using

social media in your private life, you should not comment on Mumian or any Mumian location and you

should refrain from posting images of Mumian’s locations or facilities or displaying Mumian logos.

电脑资源COMPUTER RESOURCES

29

电脑资源是木棉花的财产，批准后才可使用。在任何时间使用者都有责任专业、正常及合法地使

用电脑资源。不允许使用任何非法软件、私人屏幕保护和未被授权的电脑附加程序。

Computer Resources are the property of Mumian and may only be used for approved purposes. Users have

the responsibility to use Computer Resources in a professional, ethical and lawful manner at all times. The

use of illegal software, Personal Screen- savers and unauthorised computer add-ons are not appropriate and

are not permitted.

被禁止的活动 Prohibited Activities

不能通过电子邮件及其它形式的沟通渠道发出不适当或违法的内容。任何欺骗的、骚扰的、令人

难堪的、渲染色情的、亵渎的、恐吓的、诽谤的、种族歧视的、性别歧视的内容都不能通过电子

邮件或其它形式的电子沟通渠道发出。使用者不能浪费或不适当地利用电脑资源，如下载视听节

目、玩游戏或参与网上聊天。

Inappropriate or Unlawful Materials may not be sent by E-mail or other form of electronic communication.

Material that is fraudulent, harassing, embarrassing, sexually explicit, profane, intimidating, defamatory,

racist, sexist, otherwise unlawful or inappropriate may not be sent by Email or other form of electronic

communication. Users are prohibited from performing acts that waste or inappropriately use Computer

Resources such as downloading video or audio, playing games or engaging in online chat groups.

沟通机密信息 Communicating Confidential Information

切记电子邮件和互联网是公众沟通方式，因此有人会非法侵入并窥查邮件中的讯息。使用者在没

有得到其部门经理授权的情况下，绝不能用电子邮件或任何其他渠道发送机密或具有专利权的信

息。

Always keep in mind that E-mail and the Internet are public methods of communication, hence there is

always a possibility that unauthorized individuals will view the information. Users should never send

confidential proprietary or trade secret information via E-mail or any other channels without first

obtaining authorisation from your Department Head.

知识产权PROPRIETARY MATERIALS

30

员工在酒店任职期间所接触到的华润集团及其关联企业或下属酒店的所有的培训材料、运营手册、

业务数据、营运计划、财务计划及指标、市场销售信息、营销策略、客户资料、电脑程序、其他

业务或技术信息及数据，包括商业规划、策略、目标、事物、财务安排、营运、系统、方法、标

准、描述、概念、想法、计划、项目、程序、操作过程和专有技术，以及乙方在甲方任职期间在

工作中完成的创造性成果及发明和发现（以上统称为“企业保密信息资料”），均属华润集团及

其关联企业或其下属的木棉花酒店的财产。

All training manuals, operations manuals, business data, business plans, financial projections and results,

sales and marketing information, marketing strategies, customer information, computer programs and other

business, commercial or technical information or data concerning the business prospects, strategies,

business objectives, business transactions, financial arrangements, operations, systems and organization,

methods, standards, specifications, concepts, ideas, plans, projects, programs, procedures and know-how of

the Employer, its ultimate parent company, and their subsidiaries and affiliates or of any China Resources

made available to you during the course of your employment, in any tangible medium of expression,

including any discoveries, inventions or derivative works of the same that you create during the course of

your employment (collectively referred to herein as the \"Confidential Information\"), are the sole and

exclusive property of the Employer, its ultimate parent company, and their subsidiaries and affiliates or of

that particular China Resources.

员工在受雇期间接触的以上企业保密信息资料可能是华润集团及其关联企业的商业机密。员工必

须绝对保密并不得向第三方（包括按照酒店规定和政策不得接触企业保密信息资料的酒店其他员

工）泄露或在员工正常工作范围之外擅自使用这些保密信息资料。离职前，员工必须将所保管和

占用的保密信息资料、相关材料及所有副本返还酒店。

The Confidential Information made available to you during the course of your employment may include

valuable trade secrets belonging to the Employer, its ultimate parent company, and their subsidiaries and

affiliates or of any China Resources. You must hold all Confidential Information in the strictest confidence,

and not share or disclose it to any third parties or use it except in the routine course of the performance of

your duties at the hotel. You must return all Confidential Information, including any copies, summaries or

compilations of any Confidential Information, to an authorized representative of Employer upon the

termination of your employment.

违反本条规定，即构成违纪。酒店可追究员工的违纪责任，包括按照酒店的规定或政策实施纪 律处

分或立即终止合同。因以上原因而解除合同的，员工将无权获得任何经济补偿或赔偿。劳动合同终止

后，此项规定对员工仍有约束力。

Any violation of these obligations will subject you to appropriate disciplinary action, which may include

immediate suspension or termination and the forfeiture of incentive-type compensation as a result of such

suspension or termination. Your obligations under this paragraph will continue in effect beyond the

termination of your employment.

公司财产COMPANY PROPERTY

31

所有公司财产都应得到小心地处理和保护，不用时要放在安全的地方。除非得到书面授权（即

出门证），员工不得将任何公司财产带出酒店。

All company property should be handled with care and protected or stored in a safe place when not in

use. Company property may not be taken off the premises without a prior written authorisation, known

as a ''Gate Pass''.

员工应在安全、整洁的环境中工作，并为这样的工作场所而引以为豪。无论何时员工发现了财产

出现问题，请立即修理或报告。小心对待酒店资产及通过再利用和节约能源来保护环境是我们共

同的责任。

Associates should work safely and cleanly, and take pride in the workplace. Please immediately fix or

report problems and property defects, whenever and wherever we see them. It is our joint responsibility to

take care of the assets of the hotel and respect the environment by recycling and conserving energy.

个人财产 YOUR PERSONAL PROPERTY

如员工在酒店区域内遗失个人财物，酒店概不负责，其中也包括存放在更衣柜内的物品。所以我

们建议员工不要将贵重物品带进酒店。重要的是，员工如发现任何物品丢失，请立即报告安全部、

人力资源部或直属主管。

The hotel does not accept any liability for the loss of any personal property that has been left on the hotel

premises. This includes items stored in your Locker. We recommend that associates do not bring valuables

to work. It is very important that associates report any lost items immediately to the Security Department,

Human Resources Department or your immediate Supervisor.

失物招领 LOST AND FOUND

员工应将所有拾到的物品根据贵重程度立即交到客房部或者值班经理处进行登记和保管，并报告

拾到物品的时间和地点。员工无论如何不能将拾到的物品存放在更衣柜里。

All lost and found items according to the value should be immediately handed to the HSKP or Guest Service

Manager for record and safekeeping and should inform the time and location of discoveries. Under no

circumstances may an associate store any discovered item in their Locker.

使用公共区域和客用设施USE OF PUBLIC AREAS AND GUEST FACILITIES

32

客用区域 Guest Areas

未经许可，员工不准参观或光顾工作职责之外的客用区域（楼层、餐厅、大堂、娱乐休闲设施、

洗手间等）及其他非相关的后勤区域。员工也不得为了走近路而经过客用区域。

Associates should not visit or frequent guest areas (guest floors, Outlets, Lobby area, Leisure Facilities,

Wash-rooms etc.) or other not-job related back of house areas unless they are authorised to do so. Associates

are forbidden to use guest areas to take short cuts.

客人电梯 Guest Elevators

除行政委员、部门经理（6-7级）、居住在酒店客房的员工、当班时间带领客人参观酒店的员工和

为客人送行李的礼宾部员工外，其余员工不得搭乘客用电梯。

Associates are not permitted to use guest elevators. Exceptions to this policy are: Leadership Committee

Members, Division/Department Heads, associates who reside in the hotel, associates who need to conduct

Hotel Tours during duty hours, and Concierge associates providing luggage services.

客人洗手间 Guest Washroom

员工不得使用客人洗手间。

Associates are not permitted to use guest washrooms.

餐厅及其它客用设施 F&B Outlet and Other Facilities

如员工需要在酒店接待私人访客，或使用酒店设施如餐厅、健身中心等招待私人访客，必须事先

征得相关部门总监的批准。如对此有任何疑问，请咨询部门总监或人力资源部总监。

A prior approval from your respective Executive Committee Member must be obtained if you would like

to entertain or receive any personal visitors in the hotel or to use the guest facilities such as Food & Beverage

outlets, Fitness Centre, etc. Any questions pertaining to the use of guest facilities may be discussed with

your Division Head or the Director of Human Resources.

紧急通道门 Emergency Doors

除非紧急情况，员工不准使用有“禁止通行”标志的门。

For hotel security purposes, there are doors within the Hotel with “No Entry” signs posted. Associates are

not permitted to use those doors with “No Entry” signs unless in an emergency situation.

员工出入口 ENTERING AND LEAVING THE HOTEL PREMISES

33

除行政委员和部门经理（7级）以外，所有员工必须由指定的员工出入口进出酒店。

All associates - with the exception of Leadership Committee Members and Division Head (Grade 7) must

enter and exit the hotel through the designated Associate Entrance.

员工需要在上下班时使用事先登记的人脸、指纹或者工卡刷卡。

Associates are required to Clock-In at the commencement of duty, and to Clock-Out on the completion of

their work shift by face，scanning their fingerprint or associate ID card which was previously registered in

Human Resources Department.

安全检查 SECURITY CHECK

所有进出酒店的包裹及个人物品都要接受安全部的检查。员工应配合安全部。

All incoming and outgoing packages and personal belongings are subject to inspection by the hotel’s

Security Department upon request. All associates are required to cooperate with the Security Department

on this issue.

员工离职 IF YOU LEAVE US

辞 职 Resignation

我们真诚地希望您开始一段与木棉花互惠互利的职业生涯。然而，我们理解在某些时候更换工作

也是必要的。如果您正在考虑辞去您现在的工作，请告诉您的主管或人力资源部，他们可以协助

您作出决定。

We sincerely hope that you are at the beginning of a mutually rewarding career with Mumian. However,

we understand that at certain times a change in jobs is necessary. If you are considering leaving your present

job, please talk to your Supervisor or the Human Resources Department. They may be able to assist you

with your decision.

如果您已决定离开木棉花，以下的信息将会对您有所帮助。

Should you decide to leave Mumian, the following information would be of useful.

员工在试用期内可随时提出辞职，但应提前3天以书面形式通知酒店。员工通过试用期后申请辞职，

应提前30天以书面形式通知酒店。未事先得到相关部门经理的批准，员工在提交辞职申请后没能

到岗上班，酒店将根据本员工手册中的有关规定给予处分直至解除劳动合同。

During probationary period, an associate may resign by giving a 3-day written notice. After completion of

probation, a 30-day written notice is required. If, without prior approval from the Department Head

concerned, an associate does not show up to work after the submission of his resignation letter, a

disciplinary action up to immediate discharge will be taken according to the rules and regulations outlined

in the Hotel’s Code of Conduct Chapter in this Associate Handbook.

员工离职 IF YOU LEAVE US

34

移交程序 Handover Procedure

离职员工都需要准备书面的工作交接报告，并完成适当的工作移交手续。

A departing associate should prepare a written handover note whenever possible and go through a proper

handover procedure.

离职手续 Checkout Procedure

在其最后工作日起的五个工作日内，员工必须到人力资源部填写员工离店物品归还清单并办理离

店手续。同时员工需在离职结算单上签字认可。否则，由此引起的任何后果如社保转移或工资结

算的延误等，均由员工本人承担。酒店有权清理其相关物品，如更衣柜等。

Within five business days after the last working day, an associate must come to Human Resources office to

fill out the Associate Checkout Checklist and complete the check-out procedures. In addition, he/she has to

sign the final payment form. Failure to do so, the associate should bear all the consequences such as delay

in transfer of social insurance or final payment. The hotel reserves the right to carry out the final clearance

for the associate, i.e. clear the locker.

离职证明 Reference Letter

只有当员工办理完所有离店手续后，酒店将为其提供离职证明。

A Reference Letter will only be issued after an associate completes all check-out procedures.

返回酒店 Returning To the Hotel

离职员工若重返酒店，须在员工出入口登记方可进入酒店，不得在核心区域闲逛、逗留。

Former associates who have left the employment of the hotel can only return to the hotel through proper

registration at the security desk of Associate Entrance, and are not allowed to loiter in Heart of House

areas.

再录用 Re- employment

酒店根据离职员工以往的工作表现和工作态度，结合用人需求，可以考虑再录用已经离职的员

工。

Hotel may consider re-hiring former associates based on their performance and attitude of work, as well

as manning status of the hotel.

员工更衣室及浴室 ASSOCIATE LOCKERS AND SHOWER

35

酒店为所有员工提供个人更衣柜以存放他们的制服和个人物品。确保更衣柜的整洁是每个员工的

责任。诸如现金、首饰或贵重物品不应存在更衣柜内。酒店不对任何贵重物品的丢失承担责任。

All associates are provided with a personal Locker for them to store their uniforms and personal belongings.

It is the responsibility of associates to ensure that their Locker is kept clean and tidy. Valuables such as

cash, jewelry or expensive items should not be kept in the lockers. Associates must note that the hotel is

not liable for the loss of any articles or valuables.

员工不能在更衣柜内存放食品、属于酒店的物品、爆炸物、武器及非法出版物。

It is forbidden for food items and hotel property to be stored in Lockers. Explosives, firearms, illegal items

and banned publications are not permitted to be stored in the Lockers.

得到人力资源部总监批准后，人力资源部和安全部的代表将经常对更衣柜进行无须事前通知的消毒

和检查。如在检查中发现任何违禁物品，将通知人力资源部总监，进而采取相应处罚。

Upon approval from the Director of Human Resources, representatives from the Human Resources Office

and Security Department will conduct fumigation and Locker Inspections on a frequent basis. Prior notice

will not be provided. In the event that any inspection reveals any items which are not permitted (i.e. hotel

property, food or drinks), the Director of Human Resources will be informed and will take any disciplinary

action necessary.

请注意，我们严格禁止员工私自交换更衣柜或使用其他员工的更衣柜。

Please note that it is strictly prohibited to switch lockers with another associate, without informing the

Human Resources Office or for an associate to use another associate’s Locker.

员工除了更衣区更衣和洗漱以外，不准从事其他活动，包括：睡觉、吃东西、喝饮料、赌博等。

No other activities (i.e. sleeping, eating, drinking, and gambling) are allowed in Locker areas except

changing cloths, showering, and getting ready for work.

员工应自觉维护和保持浴室的卫生，及时关闭水龙头以节约用水。

Shower room should be kept clean and all water tab should be turn off while out of use.

具体事项请参阅《员工更衣室管理规定》。

Please refer to the Associate Locker Room Rules and Regulations for details.

交通工具的停放 PARKING OF VEHICLES

员工的交通工具只能存放在指定的停车区域。如果员工的交通工具在酒店范围停车场内丢失或损

坏，酒店将不承担任何责任。

Associates’ vehicles are to be parked only in the designated parking area. The hotel will not be

responsible for any loss or damage caused to a personal vehicle whilst this is on hotel premises.

兼职工作 PART TIME JOB

酒店的员工不能兼职其它工作，否则将被视为对酒店利益的侵害。

Associates of Mumian Hotel should not engage themselves in any other part time employment, as this is

considered an infringement of the hotel’s interest.

对外宣传 PUBLIC COMMUNICATION

36

未经许可，任何员工不得代表酒店发表任何评论或向公众发布任何与酒店有关的信息(转发酒店有

关部门正式发出的信息除外)。所有此类问询，都应转至总经理或市场传讯部经理。

Unless otherwise authorized, no associate is allowed to make comments on behalf of the hotel or release

any news items concerning the hotel to the public （forward Hotel approved and published news items

is exceptional ）. All inquiries of such nature must be referred to the General Manager or Marketing

Communications Manager.

严禁的行为 PROHIBITED BEHAVIOURS

如果员工被发现有酗酒、赌博、吸毒、卖淫嫖娼及其它违法行为，将被依法制裁并立即辞退。

Should any associate be discovered to be engaged in activities such as abusive drinking, gambling,

substance abuse, prostitution or any illegal or undesirable activities, the associate will be dealt with to the

full extent of the law and their employment will be terminated.

守 时 PUNCTUALITY

所有员工必须遵守时间，酒店严禁员工迟到早退。

All associates are required to be punctual at all times. Arriving late for an assigned work shift or leaving

duty early is strictly forbidden.

如果员工不能按时出勤，必须提前通知部门主管，并给出清楚合理的原因。

Should an associate need to be absent from work, it is the responsibility of the associate to duly inform

the respective Department Head in advance, providing a clear and justifiable reason for the absence.

安全和洁净 SAFETY AND CLEANLINESS

员工应小心爱护酒店的设备设施，保持工作区域的干净整洁。酒店禁止故意毁坏、乱扔杂物、随

地吐痰等行为。

Associates should take good care of hotel facilities and equipment, maintaining high standards of

cleanliness in working areas. Behaviors such as vandalism, littering or spitting are strictly prohibited.

办公室的员工要确保办公区域和工作桌面干净整洁，并使个人工作桌面和办公室反映专业的形

象。员工不在办公室时，要整理好桌子上的纸张，并在离开座位时锁好办公桌。员工必须保持最

少的照片和个人物品摆放在外面，而这些物品也必须适合于展现酒店办公室的专业形象。

Administrative associates are required to ensure that offices and workstations are kept clean, tidy and at

all times their personal workstations and offices reflect a professional image. Desks must be kept free of

papers, and must be locked when associates are not present. Photographs and personal items on public

display must be kept limited and must be appropriate to project the correct professional image in the

offices of the hotel.

37

吸 烟 SMOKING

除指定的吸烟区外，员工不准在酒店的其它区域吸烟。

Associates are not permitted to smoke in the hotel except in the designated associate smoking areas.

小费和礼品 TIPS AND GIFTS

酒店严禁员工向客人、同事或供应商索要小费或任何形式的礼物。违者将遭到辞退。

Solicitation of tips, gifts or any form of gratuities from hotel guests, colleagues or suppliers is strictly

prohibited. Associates who are in violation of this regulation risk dismissal. Please note that this policy

will be strictly enforced.

工作区域 YOUR WORKING AREAS

员工要在指定的区域工作，不准离开指定岗位到酒店其它区域做与工作无关的事。如员工必须

离开指定的工作岗位，或被要求去酒店的其它部位（指定的员工区域除外，如员工餐厅），则

必须事先征得部门经理的批准。

Associates are required to work at their designated areas of work and should not wander away from

their assigned post into other areas of the hotel for non-work related reasons. Should it be necessary for an

associate to vacate his assigned post, or should the associate be required to visit another area of the hotel,

other than usual designated Associate areas such as Associate Restaurant, the associate’s Department Head

must approve this in advance.

个人资料更新 KEEP US INFORMED ABOUT YOU

为更好地保护员工的利益或以备紧急之需，请员工将个人资料的更改及时通知人力资源部，如

姓名、住址、电话号码、婚姻状况、子女、学历、健康情况等。

For better protection of your interest or in case of emergency, please update your personal information

concerning such items as changes in your name, address, telephone number, marital status, children,

academic certification, health, and so on by visiting the Human Resources Office.

酒店不负责因员工个人原因而无法联系到个人所导致的任何后果。

The hotel will not be responsible for any result caused by failure to do the updating which makes the hotel

cannot contact with you.

38

仪容仪表

GROOMING

我们每个人都对塑造酒店的专业形象起着重要作用。我们个人的展现和每天在工作环

境中的言行都反映着专业形象。

We all play a very important role in forming the professional image of Mumian Hotel. Our

personal presentation and the quality of our behavior in our everyday work situation reflect

on that professional image.

我们的客人将这种形象视为“品牌接触”。依据我们怎样对待他们，以及我们自

己的行为方式，这个“品牌接触”在客人心中可能是积极的，也可能是消极的。

Our guests perceive this as a “brand contact” and this can be positive or negative in their

minds, depending on the encounters we have and the way in which we handle ourselves.

因此，我们在任何时间都要保持整体的干净整洁和良好的个人卫生。我们的体姿、

声音、举止和态度都是形成第一印象的关键因素，而我们必须确保它是积极的。

It is therefore essential that we maintain overall cleanliness and good personal hygiene at

all times. Poise, voice, manners and attitude are all crucial factors that are considered when

forming a first impression and we should ensure that this is positive.

我们制定了下列准则来帮助员工建立并保持酒店所期望的专业形象。

We have prepared the following guidelines to assist associates to build and maintain the

desired professional image of Mumian Hotel.

39

举止行为 Deportment

员工与客人接触时，应集中全部的注意力，利用目光接触迅速回应客人的需求。员工应该

以专业的态度和语调讨论工作。

When in contact with guests, associates should focus their full attention and use eye contact to

respond promptly to guests' needs. Work related issues when discussed, should be conducted in a

professional manner and tone.

在直接面对客人的地方、餐厅和办公室，员工不准嚼口香糖和吸烟。员工只能在规定的吸

烟区吸烟。

Nibbling, chewing and smoking are not permitted in direct guest areas, outlets and offices smoking

is only allowed in the designated associate smoking areas.

40

女员工 Female

 工作期间必须化淡妆，明亮且接

近自己肤色的粉底，呈现自然

而专业的风格

Light make-up is a must, to apply

foundation which matches your

skin color.

 适量采用眼影和腮红，眼影颜色

建议使用棕色或自然色系

Modest use of eye shadow and

blush – brown or natural earth tone

color

 必须擦红色系口红

Use lipstick of red colors

 适时修饰眉毛

Regularly trimmed eyebrows

 经常修剪头发

男员工 Male

 保持清洁的仪容

Clean complexion at all times

 颜面清爽

No facial Hair

 不可留胡须

Well shaven at all times

 鬓角需修剪整齐

Sideburns be trimmed regularly

and cut straight at the tip

 头发长度在耳上，不覆盖双耳

Hair length must be above and not

covering both ears

 鼻毛适时修饰，不得露出

Regularly trimmed and not

visible nose hair

 避免夸张发型，如：刺头、

Hair must be trimmed regular

 头发不能遮盖耳朵、前额和脸颊

Should not cover ears, forehead

and cheek

 头发不可毛燥

Frizzy hair is not allowed

 长度适中，可使用样式简单的黑

色发夹

Appropriate size, black and plain

surface hairpins

 适时修剪刘海不可遮盖眉毛

Regularly trimmed fringes, not

covering the eyebrows

 头发深色系不夸张，大方得体，

符合大众审美

Hair color must be dark-color, not

odd colors

光头、庞客头等

Style of an extreme styles (e.g.

Neon tinted Hair, Gel Spikes,

Shaved Hair or Mohawks) are

not permitted

 头发深色系不夸张，大方得

体,符合大众审美

Hair color must be dark-color,

dark brown, not odd colors

手和指甲 Hands & Nails

 指甲应修剪整齐。

Finger nail should be manicured regularly.

 指甲长度不得超过指尖。

Length of nails should not exceed fingertips.

 上班前应确定没有指甲断裂及指甲油褪色的部分。

Chipped or worn Polish should be fixed prior to a Work Shift.

 可涂抹透明护甲油或浅色指甲油，指甲油颜色统一（厨房、餐饮同事不可涂抹指甲油）。

Can wear transparent or light color nail polish, Uniform nail polish. (no nail polish for Kitchen and

F&B associates).

41

饰 品 Accessories

 首饰式样简单并顾及工作安全。

Simple in design and safe to wear at work.

 每只耳朵只可佩戴一只式样简单的耳钉。材质应为金、银、珍珠或钻石为佳。

Only one studded and simple in design earring on each ear is acceptable in gold, silver, pearl or

diamond settings.

 可佩戴式样简单的项链。

Wear only necklace of conservative design.

 佩戴一只样式简单大方且表带须为皮质或金属材质的手表。

Wear one simple, plain watch with leather band or metal.

 每只手只允许戴一只设计简单的单环戒指，大拇指不可以戴戒指。

One single-band /simple surface design ring is allowed on each hand

thumb ring is not permitted)

 双手只可佩戴一根式样简单的手链。

Wear only one bracelet of conservative design.

 纹身不可露于制服之外，不能包含低俗、色情等不合法的文字。

Tattoos are not to be seen outside the uniform should not exceed 6cm*6cm, and should not

contain vulgar, pornographic and other illegal words.

 不得佩戴有色镜片的眼镜。允许佩戴无框眼镜。

Glasses should not be tinted. Frameless eyewear is allowed.

 只允许佩戴无色隐形眼镜。

Only clear (non-colored) contact lens are allowed.

 厨房部员工严禁佩戴任何首饰。

No accessories for Kitchen associates are allowed.

 玉饰、耳坠、鼻环、脚镯、珠串及扳指均不可佩戴。

No body piercings, earlobe clips, nose rings, thumb rings and jade.

工鞋工袜 Shoes and Socks

 须穿着酒店的工鞋工袜。

Wear shoes and socks issued by Hotel.

 确保工袜没有抽丝或破洞。

Free of runs and holes.

 建议在更衣柜中常备丝袜或短袜。

Spare hosiery or socks are recommended to keep in the Locker.

 工鞋需经常擦拭，保持清洁。

Shoes are well polished and in good condition.

 保持鞋况良好，不能有磨损和裂口。

Soles should be in good condition, must not appear scuffed or ripped.

 因个人原因自备的鞋袜，务必选择与酒店所提供的颜色和款式相同的鞋袜。

If wearing your own shoes and socks, make sure the color and style are the same as what our

hotel provides.

42

个人卫生 Personal Hygiene

 所有员工都要经常使用体香剂和止汗露。我们也鼓励员工喷洒少量的香水。但应避免过量

喷洒香水，因为香味过浓会令人反感，也会在餐厅遮盖食品的香气。

Deodorants and antiperspirants are to be used at all times by all associates. The use of a light

fragrance is encouraged. Strong scents and over-applied scents can be offensive to some people

and can compete with food aromas in a restaurant. They should therefore be avoided.

 员工应携带并随时使用口气清新剂，以避免惹人反感的口腔异味。员工也要定时刷牙并

使用漱口水。定期去看牙医，保持良好的牙齿卫生是很重要的。

Breath freshener sprays are to be carried by associates to be used frequently to avoid bad breath.

Associates are required to brush their teeth regularly and use mouthwash. High standards of

dental hygiene are to be maintained which requires regular visits to a dentist for teeth cleaning,

which is essential.

 耳朵必须保持洁净干爽。

Ears must be kept clean and dry.

制 服 Uniforms

 制服必须在任何时间都保持整齐、干净、熨烫平整，衬衫须每天清洗。员工要穿

着合体的制服（不过大或过小），并且：

Uniforms must always be neat, clean, well pressed and laundered on a daily basis. They

should always be appropriately fitted (not too big and not too small) and have:

无 斑 点 No spots

不 少 扣 No missing buttons

没 有 污 渍 No stains

不 开 线 No loose lining

拉 锁 无 破 口 No broken zippers

无 破 损 No tears

 员工应按照设计的要求扣好或系好制服。

Jackets should be buttoned up or tied as designed.

 要保养好制服–通过细心照料、正确而定期的洗涤、存放在干净的更衣箱里并小

心地挂好。

Uniforms should always be well maintained - through your careful vigilance, proper and

regular cleaning, storage in a clean Locker and careful hanging.

 除非有关部门主管批准，员工不得将制服穿出酒店。员工要将干净、无划痕的

名牌佩戴在左胸前。

Uniforms should not be worn outside the hotel unless authorised by the Department Head

concerned. A clean, unscratched hotel Nametag is always to be worn on the left lapel.

 所有员工当班或在酒店时都必须佩戴名牌。除名牌和木棉花徽章外，员工不得佩

戴其它徽章。

It is necessary that all associates wear a Nametag at all times during work and whilst in

the hotel. No other badge is to be worn on the Uniform with the exception of a Mumian

Service Pin when earned.

43

安全须知

SAFETY AND SECURITY

保安措施 GENERAL SAFETY PROCEDURE

44

酒店为所有员工提供个人更衣柜以存放他们的制服和物品。客人

和员工的安全是极其重要的，如果发现可疑人物在酒店内走动或

其它任何异常情况，请立即报告上级主管人员、酒店安全部、值

班经理、宾客服务中心或人力资源部。

At Hotel, the safety of our guests and associates is of utmost. Should

you observe anything/ anyone unusual or suspicious, please inform

your Superior, Security, Duty Manager, Guest Service Centre or

Human Resources.

工作场所搜查 SEARCHES OF THE WORKPLACE

为进一步保护酒店安全，酒店有权搜查员工及他们的个人物品。

进入酒店即意味着同意此类搜查和检查。酒店有权在不提前通告

的情况下检查所有员工、其个人物品或控制在工作时间进出酒店

(例如交通工具、包、更衣柜、办公桌等）。当被请求时，员工

须立即配合对其人身或个人物品的搜查。

To further our goal of protecting the safety and security of the hotel

premises, the hotel reserves the right to search associates and their

possessions. Entry on to the hotel premises constitutes consent to

search and inspections. The hotel reserves the right to search all

associates, any items in their possession or control during working

hours on or off the hotel premises (e.g., vehicles, bags, lockers, desks,

etc.) at any time without prior notice. When requested, any associate

must immediately submit to a search of their person or belongings.

火 警 FIRE

45

所有员工必须熟悉所在部门的消防通道、火警警报器按钮和灭火

器具的存放地点及使用办法，并牢记“禁止吸烟”的有关规定。

Associates should be familiar with the location of the nearest fire exit,

and the use of fire alarm and extinguishers. The “No smoking” rule

should be strictly adhered to except in designated hotel smoking areas.

酒店将不定期举办防火知识培训及举行防火演习。

The hotel will conduct regular Fire Safety Training and Fire Drills.

如果发现火情，请立即：

In the event of a fire, please do the following：

 打破最近的火警警报器按钮，鸣警报

Break the nearest fire alarm to activate the fire alarm

 拨打酒店内部的“报警电话”通报6119

外线电话 0571-22672119

Dial the Hotel fire emergency number 6119

External Tel 0571-22672119

⚫ 姓名 Give your name

⚫ 火情地点 Location of the fire

⚫ 火情性质及相关信息

Nature of the fire and any relevant information

 使用灭火器扑灭火情，但需要确保自身安全

Use the fire extinguisher if necessary, but observe personal

safety rules

 尽量保持冷静并帮助别人

Keep calm and assist others

 如情况允许，尽可能守候在现场的安全场地直至酒店灭火小

组或主管人员到达

If possible, remain near the location of the fire until the arrival

of fire brigade or superior.

地 震 EARTHQUAKE

46

一旦您当值时发生地震，应：

In the event of an earthquake, please

 不要惊惶失措

Keep calm

 打开/清理临近的消防通道

Open/ Clear the fire exit

 平时应注意房屋的承重主柱，发生地震时应站在主柱旁边

Stand near the main pillars of the room

 不应跑出去，以免房屋倒塌而受伤

Do not rush out of the building in case of collapsing structures

 保持冷静，安抚客人及同事

Stay composed and reassure guests/ colleagues

爆 炸 EXPLOSIVES

清楚了解自身工作环境，时常注意有无可疑物品；炸弹可能放在

管道、小包裹、手提箱或纸袋中；发现有可疑物品时，应做到：

You should always know your own working areas and be alert of any

unfamiliar items. A bomb may be concealed in a length of pipe, small

parcel, and suitcase or paper bag. When a suspicious item is observed

in your area, remember to do the following:

 切勿触摸

Do not touch the object

 通知值班经理、安全部和总机

Inform Duty Manager/ Security and Guest Service Center

 如果情况允许，保护现场直至保安人员到来

If possible, remain at the location until arrival of Security

受伤与意外 INJURIES AND ACCIDENT

对于任何发生在工作中的意外都必须立即汇报您的部门经理或人

力资源部。及时汇报意外关乎您和同事自身利益。即使轻微的意

外也可能是不安全条件或做法的表现，很可能会导致对他人更严

重的伤害。

Any on-the-job accident must be reported at once to your Department

Head or the Human Resources Department. Prompt reporting of an

accident is important not only to your welfare, but also to your

colleagues. Even minor accidents could be an indication of unsafe

conditions or practices that could result in a more serious injury to

someone else.

员工应熟悉本部门急救箱的位置。

Associates should know the location of First Aid box.

47

暴力行为汇报政策 VIOLENCE REPORTING POLICY

我们的目标是为所有员工维护一个安全的工作环境。我们采取以

下政策来应对可能发生在酒店的任何暴力行为，并确保我们员工

的安全。遵循这些政策，请做到：

Our goal is to maintain a safe work environment for all our associates.

We have adopted the following policies to deal with any violence that

may occur on the hotel premises, and to ensure the safety of our

associates. To comply with these policies, please do the following:

 尽快给您的经理、安全部、值班经理或人力资源部报告所有的

暴力威胁，尽可能具体地描述事实。

Report all threats of violence to your manager/Security

Department/ Duty Manager/HR as soon as possible. Be as

specific regarding the facts as possible.

 不要置自己于险境。

Do not put yourself in danger.

 如果您听到靠近您的工作场所的任何暴力活动或骚动，不要试

图去看发生了什么,立即打电话报告-以在当时情形下最适宜

的方式。如果可能，在安全的情况下警告其他人，并且躲避

任何潜在的危险或威胁。

If you hear any violent activity or commotion near your

workplace, do not attempt to see what is happening. Report it

immediately, whichever is most appropriate under the

circumstances. Warn others if it is possible to do so safely, and

hide from any potential danger or threats.

 与回应呼救前来帮助的保安、执法、救护人员充分合作。

Cooperate fully with security, law enforcement and emergency

medical personnel that respond to a call for help.

 不要回应来自媒体对发生在酒店的暴力行为的提问，而是让

指定人员应对此类质询。

Do not respond to inquiries from the media about violence on

Company property, but let the designated person respond to such

inquiries.

 如果您具备急救资格，对受伤人员提供救助

If you are qualified, provide first aid to injured persons.

48

HOTEL CODE OF CONDUCT

酒店行为准则

酒店行为准则 HOTEL CODE OF CONDUCT

49

概 要

Guidelines

为了保证员工有良好的工作表现和高标准的服务，制定相关规定，员工若有违反将导致纪律处分，

内容如下：

The following rules and regulations ensure that team members have a good performance and high standards

of service. Team members will be affected if it violates the normal operation of the hotel and therefore result

in disciplinary action：

管理层以事实为根据，将会采取相应的惩罚措施。

Management will be based on facts to take lighter or heavier disciplinary measures.

若所获过失在本团队成员手册中未提及，在给予纪律处分之前，应同人力资源行政部共同商量，

方可决定如何处分。

If the negligence committed by the team member did not mention in disciplinary action part in team member

handbook, you shall consult with HR & Admin. department before making discipline decision.

在做处理决定时，所有过失的记载和证据都必须提交人力资源行政部。

When making discipline decisions, all records and evidences must be submitted to the HR & Admin

department.

每一项纪律处分都必须向当事员工解释清楚，而且必须允许员工对处分决定发表不同的意见。

Every discipline must clearly explain to concerned team members and must allow team members to express

different opinions.

如果员工拒绝接受过失通知书，将由部门经理和第三方证人共同签字，视为已生效过失通知书。

If the team member refuses to accept warning for misconduct, the disciplinary action still can become

effective after its been co-signed by department manager or Director and third-party witnesses.

酒店行为准则 HOTEL CODE OF CONDUCT

50

轻度违规

Minor Misconducts

非工作时间在酒店内闲荡；

Staying at the hotel during non-working hours or non-duty days;

无故迟到、早退；

Late or leave early for duty;

违反酒店安全制度，如进出酒店时拒绝保安员检查随身携带物品；

Refusal to comply with safety and security policies of the Hotel, such as refusal to present packages for

inspection being taken into or out of the Hotel by authorized guards/personnel;

违反酒店仪容仪表规定；

Failure to adhere to personal grooming standards;

未经部门经理/总监许可，私自调换班次；

Changing duty roster without prior permission from supervisor/manager;

未经许可，擅离工作岗位；

Missing from workstation premises during working hours;

未经批准擅自使用客用设施，如客用电梯等；

Using guest facilities, such as guest elevators lot without prior approval;

不按规定时间及地点就餐，转让或借用他人餐卡用餐以及拒绝刷卡；

Lending, borrowing or transferring your employment ID card for duty meals and do not have duty meals in

staff canteen and beyond the stipulated time;

不爱惜员工餐厅食品、餐具或将食物、饮料带出员工餐厅；

Wastage of food and beverages in the staff canteen or take food, drinks out of canteen;