1、W E LC O M E46810121618CONTENTS1431THE ACCOR EXECUTIVE COMMITTEE ACCOR OVER THE WORLDACCOR AND YOUAT THE HEART OF WHAT WE DOFIND OUT ALL ABOUT YOUR HOTEL AND YOUR DUTIESYOUR PERSONAL SUPPORT AND DEVELOPMENTACCORS COMMITMENTTHE ACCOR FOUNDATIONVOYAGE TO THE HEART OF OUR BRANDSGLOSSARY219Dear colleagu
2、e, This booklet is designed to help you settle into your new job andbecome part of the team. It introduces you to Accor, its brands,your hotel, the services it offers and the Groups commitment toSustainable Development.Please read it carefully! It contains the answers to many of yourquestions, as we
3、ll as information that will help you to provide thebest-possible response to the expectations of your guests.It is vital that you feel comfortable in your job and in your team.Your manager and colleagues will provide you with invaluablesupport throughout your induction period, so dont hesitate toask
4、 them for help.Welcome to your hotel.Welcome to Accor. WELCOMEYour manager and the team are very pleased to welcome you toAccor Hospitality, and wish you a very warm welcome.3THE ACCOR EXECUTIVE COMMITTEE25/01/2011Marc VieilledentGlobal Executive Vice President Asset Management Asset Management & St
5、rategy Mergers - AcquisitionsGrgoire ChampetierGlobal Chief MarketingOfficer Brand Strategy Design Strategy Marketing DistributionSophie StabileGlobal Chief FinancialOfficer Finances Group InformationSystems4Anne-MarieCambourieuGlobal Chief Human Resources Officer Human Resources Group Organization
6、Transformation Sustainable DevelopmentDominique EsnaultGlobal Chief OperationsSupport Development Franchising Procurement Technical Services& Design ManagementDenis HennequinChairman & CEOYann CaillrePresident and ChiefOperating Officer EMEA Asia-Pacific AmericasPascal Quint Corporate Secretary Lega
7、l Affairs Insurance Risk Management Audit Department Secretary of the Board of Directors5As part of meeting the targets set for the Group, Chairman & CEO Denis Hennequinworks with a team of executives known as the Executive Committee. The ExecutiveCommittee is responsible for issuing strategic guide
8、lines and decisions, definingGroup policies and steering and supervising this strategy.The Executive Committee is often referred to by its French abbreviation of Comex.Executive Committee decisions are subject to confirmation by the Board ofDirectors.ACCOR OVER THE WORLDNumber of employees at 31 Dec
9、ember 2009As worlds leading hotel manager and market leader inEurope, Accor operates in 90 countries with 4 100 hotelsand 500 000 rooms.Hotels14,626NORTH AMERICAFRANCEHotels9,640SOUTH AMERICAHotels15,798 AFRICA & MIDDLE EAST Hotels18,0326Hotels29,635EUROPE (EXC. FRANCE)ASIA PACIFICHotels51,986 With
10、145,000 employees, the Group offers to its clientsand partners nearly 45 years of know-how and expertise. 7AND ASSOCIATED BUSINESSES8Sophistication, excellence and creativity Lentre is the unrivalled ambassador of good tasteworldwide. Caterer, luxury restaurateur, training providerand partner of maj
11、or international events, Lentre interprets French gastronomy through a broad pallet of services.LuxuryUpscale hotelsMidscale hotelsEconomy hotelsBudget hotelsACCOR AND YOUFIND OUT MORE ABOUT OUR HOTELBRANDS AND THEIR MARKET POSITIONING9Thalassa sea & spa offers a diverse choice of spatreatments that
12、 deliver long-term wellbeing to everyonewith a desire to feel reinvigorated, relaxed, to get fit andincrease their vitality.StandardisedchainsNon-standardisedchainsLong-stay accommodationEUROPEFRANCETHE UNITED STATESCANADATHE UNITED STATESCANADAEXC. EUROPEThe personal qualities required in everythin
13、g we do - good listening skills,generosity, helpfulness, a welcoming smile and discretion - must shinethrough as you go about your day-to-day work. Your professionalism andhospitality will ensure that your guests enjoy their stay and want to returnas loyal customers.Restaurant and barAttentive and f
14、riendly,you welcome guestsand ensure that theyreceive a high standardof service. You advisethem on their choicesand ensure that mealservice runs smoothly.ReceptionAs a member of reception staff, you arethe first and last point ofcontact for guests. Theyexpect a warm, friendly,personal welcome andrea
15、dily-available receptionstaff. You have a majorsales role to play bymaximising hotel occupancy, with the help of tailor-made information systems. KitchenYou ensure that guestsenjoy their dining experience by preparingmenus and dishes usinghigh quality products.You help maintain the kitchen in good o
16、rderand ensure that hygienestandards are applied in every respect.AT THE HEART OF WHAT WE DO10HousekeepingHygiene and cleanliness are the keywords in this job.You also ensure thesmooth-running of allbedroom facilities, in order to makeguests stays as pleasant as possible. SalesYour role is to focus
17、on increasing hotelincome by selling seminars, accommodation, banqueting and otherservices. To achievethis, you monitor the local market and competition closely. You adviseguests and ensure that their events runsmoothly.Technical ServicesYou ensure that all the hotels technicalinstallations operatea
18、nd perform as theyshould, and ensure that they never placepeople or property at risk. You use yourexpertise to implementpreventive and remedial strategies that contribute to the maintenance of your hotel.11Your MarketplaceWhere are the nearest Accor hotels?. . . . . . . . . . . . . . . . . . . . . .
19、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Are there other types of Accor business in the region?. . . . . .
20、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Who are Accors competitors and where are they?. . . . . . . . . . . . . . . .
21、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . FIND OUT MORE ABOUT YOUR HOTEL The location of your hotelUnderstand how your hotel loca
22、tion relates to important landmarks likemotorways, main roads, train stations and airports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
23、. . . . . . . . . . . . Where are the regions main tourist attractions (museums, historic buildings,local places of interest, etc.)? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
24、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Where are the closest leisure and entertainment facilities (cinemas, theatres, etc.)?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
25、. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The business aspects of your hotelNumber of rooms sold last year:. .
26、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Occupancy rates:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Average price:. . . . . . . . . . . . . . .
27、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The main types of guest visiting your hotel (leisure, business, groups,seniors, etc.):. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
28、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . The main corporate clients: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
29、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The advantages your hotel has over its competitors: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
30、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12The services offered in your hote
31、lIt is important to know your hotel well. Find out the information you need toanswer these questions:RoomsNumber of rooms: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Number of triple rooms: . . . . . . . .
32、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Number of disabled rooms:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Number of non-smoking rooms:. . . . . . . . . . .
33、. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Number of suites:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Food & BeverageIf your hotel has a restaurant:Number of bre
34、akfast covers:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Number of lunch/dinner covers:. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Other servicesAre there:Meeting room
35、s? If yes, how many?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Parking spaces (covered, chargeable, etc.)?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Leisure activities: swimming pool, tennis courts, etc.?. . . . .
36、. . . . . . . . . . . . . . . . . . . . . Other special features (promotional offers, childrens policy, etc.):. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
37、. . . . . . . . . Your main duties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
38、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
39、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
40、 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Important information : dont hesitate to chat with your colleagues from otherdepartments to fin
41、d out more about their jobs and how they interact with yours.Please feel free to add your own notes on the specific features ofyour hotel.YOUR MAIN DUTIES13Your manager will guide you through your first steps in thehotel and will introduce you to your colleagues. Everyonewill do their utmost to help
42、 you feel comfortable in your newjob and in the hotel.The “Bienvenue chez Accor” e-learning course that youllbe undertaking very soon will tell you more about the Groupand what it does. During your induction period, youll alsohave the opportunity to find out more about other Accorbrands and business
43、es in your region. Youll have regular review meetings with your manager. These give you the chance to discuss yourduties and get answers to any questions you may have. Once a year, youll have an annual appraisalmeeting with your manager to assess everything youve achieved in the past year.This is yo
44、ur opportunity to explain how you would like your career to develop. When you arrive, you will be welcomed by your manager.YOUR PERSONAL SUPPORT Feel free to ask yourmanager and colleaguesfor help: theyre there tosupport you as you findyour way in your new job.Accor valuesEver since the Group was fo
45、rmed, Accor values have defined our shared personality; apersonality that transcends the individuals, brands, countries and cultures that give Accorsuch a rich culture.They are: innovation, the spirit of conquest, performance, respect, and trust.But they mean nothing unless we apply them every day i
46、n the work we do and in the way weinteract with our colleagues and guests.14 The worldwide presence of the Group andthe sheer diversity of the jobs it offers meanthat there are so many career developmentopportunities open to you. HR resources likethe Guide to Professions and the Accorjobswebsite pro
47、vide access to all available vacanciesto help you plan your mobility within the Group.The Group likes every employee to attend one training course every year. Whichcourse you attend will be agreed with your manager as part of your annualappraisal, and will be designed to help you develop the job-rel
48、ated skills youneed.Training is the central core of Accor Human Resources policy. AND DEVELOPMENT The network of AccorAcadmies offers a widerange of training coursescovering all the jobs available in the Group.Internal workplace training sessions are alsorun by local managers.The new skills you acqu
49、ire through these training courses will helpyou feel more at ease inyour job, and improve the way you respond tocustomer needs. They will also help you to plan your own careerdevelopment path.Your Managerwill guide youand help youselect the righttype training for your careerdevelopmentplans.“”1516EC
50、O (environment)EnergyWaterWasteBiodiversityACCORS COMMITMENTAccor, an acknowledged leader in sustainable development Accor is the only hotel group included in thefour leading international socially responsibleinvestment indices.In 2010, Accor received the Tourism forTomorrow Award of the World Trave
