1、 Associate Handbook March 2008 -Dear New Associate, We are glad you decided to join Marriott International. Since 1927, Marriott has proudly built a reputation for innovation, quality and service. From our beginnings as a nine-seat root beer stand in Washington, D.C., we have grown to be a respected
2、 leader in the hospitality industry, with more than 3,000 hotels and resorts in nearly 70 countries around the world. It is an exciting time at Marriott. We are taking our business to a whole new level as we continue to refresh and renovate our properties, delivering access to the latest technology
3、and introducing exciting design features in our guest rooms, lobbies and restaurants. We are creating new hotel and resort brands, like boutiques and kid-friendly resorts, to appeal to the ever-changing demands and lifestyles of todays travelers. With Marriotts growing leadership role comes a respon
4、sibility to bring our culture of caring and inclusion to every community we call home. It is a responsibility we take seriously. From addressing housing and hunger needs, to working toward a greener, cleaner environment, to training the next-generation workforce, to helping sick and impoverished chi
5、ldren, to establishing Marriott as a global diversity leaderwe are committed to making all of our communities better places to live and work. At the heart of this unique culture lies a strong spirit to serve. We owe our success to our diverse associates, who consistently strive to take great care of
6、 their customers and guests, their fellow associates and their neighbors in the community. At Marriott, we act with integrity in all of our dealings with associates, customers, guests, business partners and governments. Doing not only what is legal but what is right is one of our fundamental values.
7、 How we do business is as important as the business we do. Marriott associates are the best in the industry. As you start your new job, you become an important partner in our continued success as an industry leader and an ambassador for Marriotts spirit to serve culture. I am proud to have you on th
8、e Marriott team. Welcome and best wishes in your new position. Sincerely, J.W. Marriott, Jr. Chairman and Chief Executive Officer Marriott International, Inc. Marriott International, Inc. Confidential and Proprietary Information 2 TABLE OF CONTENTS WELCOME LETTER.2 ABOUT THE HANDBOOK.4 HOSPITALITY.4
9、 MARRIOTT MILESTONES.5 GENERAL RULES & GUIDELINES Introductory Period.6 Associate Entrance and Exit.6 Visitors.6 Use of Hotel Facilities.6 Unauthorized Use of Guest Rooms.6 Public Restroom Use.6 Smoking.6Leaving the Property During Working Hours.6 Returning to Work Premises.6 Personal Phone Calls.6
10、Attendance Policy.6 Associate Meals and Breaks.7 Schedules.7 Timecards.7Overtime.7 “Report In” Pay.7 Meetings.8 Solicitation.8 Appearance, Dress and Grooming.8 Personal and Social Relationships at Work.9 Employment of Relatives.9 Marriott Rewards Non-Participation.10 Marriotts Policy Toward Third Pa
11、rties.10 Business Integrity Line.10 Information Protection & Privacy.10 Information Protection Agreement.11 FMLA.13Equal Opportunity for Americans with Disabilities.14 EEO and AA Statement of Policy.14 Marriotts Policy Prohibiting Harassment and Unprofessional Conduct.14 Progressive Discipline.15 Gu
12、arantee of Fair Treatment.17 Peer Review Appeal Process.18 Marriotts GFT Arbitration Program.18 Conditions of Employment.19 SAFETY & LOSS PREVENTION Accident Prevention and Associate Safety.20 Security Awareness.20 Emergency Procedures.20 Non-Violence.20 Locks and Lockers.20 Lost and Found - Removal
13、 of Property.21 Substance Abuse Policy.21 GROW Marriotts Portfolio of Brands.23 Performance Appraisals.25 Management Candidacy Review Board.25 Transfers and Promotion .25 Training and Development Philosophy.25 REWARD Paid Holidays.27 Benefits.27Associate Discounts. .27 .J. Willard Marriott Award of
14、Excellence.27 Alice S. Marriott Award for Community Service.27 J.W. Marriott Jr. Diversity Excellence Award.27 LIVE myHR.28 Work Environment.30 Associate Opinion Surveys.30 Marriotts Global Diversity and Inclusion Statement.30 myARL.30 Spirit to Serve.30 ASSOCIATE ACKNOWLEDGEMENTS.32 Marriott Intern
15、ational, Inc. Confidential and Proprietary Information 3 TABLE OF CONTENTS ABOUT THE HANDBOOK This handbook is directed to non-management associates of Marriott International. These guidelines have been prepared to provide associates with information covering some aspects of their employment and to
16、answer many of the questions associates may have about their jobs. These guidelines are presented as a matter of information only and cannot and do not describe all circumstances and situations in which Marriott associates might find themselves, nor do they describe all policies and procedures that
17、might affect the employment relationship. If you have any questions about these guidelines or any other aspect of your employment, please contact a manager for clarification. From time to time, we revise this handbook to keep up with changes. We cannot republish the handbook each time a change occur
18、s; therefore, some material may become obsolete without prior notice to you. If any information contained in this booklet conflicts with information published at a higher level of authority within the Company, the information in those bulletins, policies, etc., will prevail. As the contents of this
19、booklet change, you will be notified. You are solely responsible for regularly updating your handbook. The contents of this handbook are presented as a matter of information and do not create or constitute a contract, expressed or implied, between Marriott International, its hotels or any of its ass
20、ociates. The Company reserves the right to modify, change, disregard, suspend, or cancel at any time, without written or verbal notice, all or part of the handbooks contents as circumstances may require. HOSPITALITY Our business is hospitality and our role, as associates of Marriott International, i
21、s to make our guests feel at home during their stay with us. Our jobs depend completely on our guests and their satisfaction. It is not our beautiful hotels that create a cordial atmosphere; rather, it is how we treat each and every guest in every contact we have with them. The warmth of your welcom
22、e, the sincerity of your smile, and the graciousness of your greeting will make the difference and win guest loyalty. Our marketing efforts can bring guests into our hotels the first time, but you, a salesperson everyday, give the guests an experience which has them return again and again. Our succe
23、ss depends on your hospitality. Your challenge, then, is to deliver extraordinary service by anticipating guests needs, by paying attention to detail, and by exceeding every guests expectation of first-class, quality service. Remember, you will never get a second chance to make a good first impressi
24、on.Marriott International, Inc. Confidential and Proprietary Information 4 MARRIOTT MILESTONES As Marriott has transformed itself over time, it has marked many milestones. For a complete listing, visit 1927: J. Willard Marriott opens a nine-seat root beer stand in Washington, D.C., later named “The
25、Hot Shoppe.” 1957: First hotel opens the Twin Bridges Marriott Motor Hotel in Arlington, Virginia. 1964:J.W. Marriott, Jr., elected president of Marriott-Hot Shoppes, Inc. at age 32. 1967: Corporate name changes from Marriott-Hot Shoppes, Inc., to Marriott Corporation. Purchased first resort, Camelb
26、ack Inn, Scottsdale, Arizona. 1969: First international hotel opens in Acapulco, Mexico. 1975: First European Marriott hotel opens in Amsterdam, Holland. 1983: First Courtyard hotel opens in Atlanta, Georgia. Number of hotel rooms passes 55,000. 1984: First lodging company to enter the timeshare and
27、 senior living businesses. Ground-breaking of Marquis hotels in New York City, New York and Atlanta, Georgia. 1985: J. Willard Marriott passes away at age 84. J.W. Marriott, Jr., named Chairman of the Board. Company announces a $2 billion commitment to develop all-suite and compact hotels. 1987: Acq
28、uires extended-stay brand Residence Inn and opens first Fairfield Inn in Atlanta, Georgia. At year-end, Marriott has 361 hotels. 1993: Splits into two companies: Marriott International and Host Marriott. 1995: Acquires The Ritz-Carlton Hotel Company, L.L.C., the premier brand in the luxury lodging s
29、egment. Opens 1,000th hotel in Kauai, Hawaii. 1997: Acquires the Renaissance Hotel Group, doubling its presence overseas. Added TownePlace Suites, Fairfield Suites, and Marriott Executive Residences brands. Introduced Marriott Rewards frequent-stay program. 1998: SpringHill Suites brand debuts. Merg
30、es its food service and facilities management business with Sodexho Alliances North American Operations and spins off a “new” Marriott International comprised of its lodging, senior living, and distribution services businesses. 1999: Acquires ExecuStay corporate housing. 2000: Company co-founder Ali
31、ce S. Marriott passes away at age 92. Opens 2,000th hotel in Tampa, Florida . 2004: First Bulgari hotel opens in Milan, Italy. 500,000th room opens in London, England at the West India Quay Marriott Hotel. 2005: Debut of Renaissance ClubSport brand in Walnut Creek, California. 2007: Celebrates 80th
32、anniversary and 50 years in the hotel business. Opens 3,000th hotel in China, the JW Marriott Hotel Beijing, doubling the number of hotels in 10 years. Over half the full-service hotel development pipeline is outside North America. Announces three new brands: The Ritz-Carltons luxury extension brand
33、, Reserve, Nickelodeon Resorts by Marriott and a boutique hotel concept, Edition.Marriott International, Inc. Confidential and Proprietary Information 5 GENERAL RULES AND GUIDELINES Introductory Period The first 90 days of employment are an introductory period, during which associates will be evalua
34、ted to determine their suitability for their position. An associate may be terminated during this time period for any reason, with or without notice. Associate Entrance and Exit Associates are required to use the designated associate entrance, reserving the front door for guests use only. Visitors V
35、isitors are generally not allowed on the property except in the case of an emergency, or with the prior approval of management. Visitors must enter through the associate entrance. Use of Hotel Facilities The hotel and its facilities are designed for the enjoyment of our guests. If you wish to use th
36、e guest facilities during non-working hours, you need to obtain prior approval from your manager. Unauthorized Use of Guest Rooms No complimentary or discounted use of hotel rooms for associates or guests is permitted without the authorization of management. Any associate authorizing complimentary o
37、r discounted use of hotel rooms without proper approval shall be subject to termination. This includes any rooms which may be temporarily out of order. Public Restroom Use Public restrooms and those in guest rooms are for the use of guests only. Associates should use associate restrooms designated b
38、y their department manager or supervisor. Smoking Smoking is permitted only in designated outdoor areas. Leaving the Property During Working Hours It is recognized that, at times, an associate must leave the hotel during working hours to conduct personal business. However, the manager is also respon
39、sible for the whereabouts of all associates in order to maintain proper staffing at all times. Therefore, when it is necessary to leave the property at any time during working hours, you must: Obtain permission from your manager before leaving the property. Punch out when leaving and punch in when r
40、eturning. Check back in with your manager at the time of your return. Returning to Work Premises Associates are not permitted in the interior areas of the hotel more than fifteen minutes before or after their work shift. Occasionally, circumstances may arise when you are permitted to return to inter
41、ior areas of the hotel after your work shift is over or on your days off. On these occasions, you must obtain prior approval from your manager. Failure to obtain prior approval may be considered a violation of Company policy and may result in disciplinary action. This policy does not apply to parkin
42、g areas or other outside non-working areas. Personal Phone Calls All personal telephone calls, including telephone calls made on personal cell phones, should be made either before or after your shift, or on your break. Associates may not, except with express permission of the associates supervisor o
43、r manager, carry or wear cell phones, pagers, beepers or other electronic devices while in their work area. Attendance Policy The successful operation of our business depends upon every team member coming to at work and arriving on time. Absenteeism and tardiness becomes a burden to Marriott Interna
44、tional, Inc. Confidential and Proprietary Information 6 GENERAL RULES AND GUIDELINES Attendance Policy (continued) your co-workers and may result in a less than perfect stay for our guests. NOTE: Your propertys specific policy on absenteeism/tardiness will be explained during your orientation. Assoc
45、iate Meals and Breaks All associates who work longer than five hours in a shift shall receive a thirty-minute meal break. All associates are required to punch in and out for their thirty-minute meal break. Other breaks will be given according to your locations policy. Schedules For purposes of sched
46、uling and pay, the workweek begins on Saturday. Your supervisor or manager will show you the location where work schedules are posted. In most cases these schedules will be posted no later than Thursday prior to the start of a workweek. Your schedule may change from week to week, so you must check i
47、t each week. Your supervisor or manager will make every effort to honor your schedule requests. However, while you may have been hired to work a certain shift, you may have to change your present shift or workstation due to business demands and considerations. It is, therefore, important that you re
48、alize you were hired with the understanding that you will be scheduled when and where needed and will be expected to work accordingly, under managerial direction. Your department supervisor or manager is the only person authorized to make changes to a posted schedule. If you wish a change be made to
49、 the posted schedule, consult your supervisor/manager. REMEMBER: It is your responsibility to know and follow your schedule. Timecards Your supervisor or manager will show you the location of the time clock and explain the hotels specific rules for recording your start time. The law requires that working hours for all hourly associates are recorded accurately each working day on a time report. Time must be recorded at the beginning and end of each workday, the beginning and end of each lunch period, and any other break period of greater than twenty minutes. In some departments, the Company us
