SOP - Human Resource Management

Human Resources
Standard Operating Procedure

Update: 09.08.08 / CO-HR-SOP-Index
Hotels & Resorts Human Resources SOP Index
Code Topic
Recruitment Procedures
1. CO-HR-SOP-001 Soliciting Applications for Employment

2. CO-HR-SOP-002 Receive-Review Applications-CV
3. CO-HR-SOP-003 Filing of Applications and CVs
4. CO-HR-SOP-004 Respond to Applications
5. CO-HR-SOP-005 Requisition Handling
6. CO-HR-SOP-006 Pre-Selecting of Applicants prior to an Interview
7. CO-HR-SOP-007 Re-employment of former Associates
8. CO-HR-SOP-008 Interview Preparations
9. CO-HR-SOP-009 The Interview
10. CO-HR-SOP-010 Requesting of Verbal References
11. CO-HR-SOP-011 Overseas Recruitment
12. CO-HR-SOP-012 Process for the Non-Immigrant B Visa
13. CO-HR-SOP-013 Contract Preparations
Induction Procedures
14. CO-HR-SOP-014 Induction Procedures

15. CO-HR-SOP-015 Registering of New Employees in the Personnel Record
16. CO-HR-SOP-016 Assigning of Associate Housing
17. CO-HR-SOP-016.1 Associate Committee
18. CO-HR-SOP-017 Trainees from Universities and Institutes
Operating Procedures
19. CO-HR-SOP-018 Associate Awards

20. CO-HR-SOP-019 Associate Newsletter
21. CO-HR-SOP-020 Employee Probation Evaluation
22. CO-HR-SOP-021 Monthly Training Schedule
23. CO-HR-SOP-022 Extension of the Probation Period
24. CO-HR-SOP-023 Issuing of a Work Certificate
25. CO-HR-SOP-024 The Exit Interview
26. CO-HR-SOP-025 Verbal References
27. DCO-HR-SOP-026 Personal Data and Associate Status
28. CO-HR-SOP-027 Payroll Procedures
29. CO-HR-SOP-028 Social Security Procedures
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Human Resources

Update: 09.08.08 / CO-HR-SOP-Index
Hotels & Resorts Human Resources SOP Index
Code Topic
Human Resources Standard Letters
30. CO-HR-LTR-001 Letter of Management Trainee Internship (Domestic Universities)

31. CO-HR-LTR-002 Letter of Certification/Guarantee (Expats, Non-B-Visa)
32. CO-HR-LTR-003 Letter of Promotion (internal)
33. CO-HR-LTR-004 Letter of Work Certification
34. CO-HR-LTR-005 Letter of Management Trainee Certification
35. CO-HR-LTR-006 Letter of Salary Reference
Human Resources Standard Forms
36. CO-HR-FR-001 Contract - Sample

37. CO-HR-FR-002 Employee Performance Evaluation Form
38. CO-HR-FR-003 Employee Performance Evaluation Form (HOD, Supervisor)
39. CO-HR-FR-004 Disciplinary Action Form
40. CO-HR-FR-005 Certificate Request Form
41. CO-HR-FR-006 Personnel Requisition Form
42. CO-HR-FR-007 Promotion-Salary Increase Form
43. CO-HR-FR-008 Associate Status Change Form
44. CO-HR-FR-009 Working Change Form
45. CO-HR-FR-010 Final Salary Clearance Form
46. CO-HR-FR-011 Resignation Form
47. CO-HR-FR-012 Exit Interview
48. CO-HR-FR-013 Training Log Form
49. CO-HR-FR-014 Training Attendance Record Form
50. CO-HR-FR-015 Application Form
51. CO-HR-FR-016 Application and Resume Control Form
52. CO-HR-FR-017 Employee Uniform Agreement
53. CO-HR-FR-018 Key Control Sheet
Human Resources

Update: 09.08.08 / CO-HR-SOP-001
Soliciting Applications for Employment
Objective
This SOP shall ensure that sufficient applications are received by the Hotel/Resort.
Procedure
1. The Human Resources Department will attract and average 10 applications per week from
candidates worth interviewing for a position at the hotel.
2. Advertise appropriately in local and national newspapers.
3. Respond courteously and with interest to phone enquiries and walk-ins.
4. Use of word-of-mouth.
5. Use employment agencies when appropriate.
6. Place notices on the notice boards of relevant tertiary institutions.
7. Approach people directly.
8. Link and liaise with universities.
9. Use and line recruitment methods.
Human Resources

Receive-Review Applications-CV
Objective
This SOP shall ensure the proper receiving and review of all incoming applications.
Procedure
1. The applicant will have their application form reviewed by the Assistant Human Resources
Manager or representative within 48 hours of receipt.
2. If the application form is submitted by the applicant personally for a vacant position, he/she will
be interviewed within 15 minute of arrival.
3. The application is reviewed on receipt and date stamped.
4. The review will enable a decision to be made on the likelihood of employment.
5. Hot prospects will be contacted on the day of receiving the CV.
6. All applications will receive a note acknowledging the receipt of their application within the
same day.
Human Resources

Filing of Applications and CVs
Objective
This SOP shall ensure the proper filing and documenting of all applications and CVs.
Procedure
1. The application will be filled according to the likelihood of employment and easy reference for
a 6 month period.
2. File in Waitlist drawer of filing cabinet.
3. If on wait list, file under appropriate sections i.e. Front Office/Kitchen/Chef etc.
4. If an application is unsuitable and would not be considered for any future positions, file in
alphabetical order in inappropriate section of the wait list cabinet.
5. At the end of the three-month wait list period the file will be put into long term storage unless
the candidate has requested otherwise.
6. Applicants must be notified it we do not have a suitable position available and informed that
we keep their file pending.
Human Resources

Update: 09.08.08 / HR-SOP-004
Respond to Applications
Objective
This SOP shall ensure that responses to employment applications are handled in the correct way.
Procedure
1. The applicant will receive a candid response to their application within 5 days of its
receipt.
2. Read through the curriculum vitae/application within 2 days of receipt. Pay special attention to
position applied for (P/FT) academic qualifications, work experience, length of employment,
positions held.
3. Evaluate compatibility to positions available
a. If background and experience suitable contact and screen over telephone. Arrange
interview time if appropriate or ask the candidate to maintain contact regularly.
b. If not suitable post regret letter No from previous standard.
c. If suitable but no vacancies at present hold on current wait list for 3 months and post
regret letter.
4. Unsuitable candidates are informed in writing and all application materials returned via mail if
possible.
Human Resources

Requisition Handling
Objective
This SOP shall ensure that requisitions are properly handled and within budget.
Procedure
1. The requisition will be within budget and/or approved by the General Manager. It will be filled by
the person deemed Best Available by the Human Resources Department and the Department
Head in the time frame allowed.
2. When requisition is received by the Human Resources Department, it will be signed , dated,
acknowledged and placed in current requisition outstanding file. Discuss with Department
Heads any internal associates that maybe suitable.
3. Appropriate Curriculum Vitae and applicants will be pulled from Wait List files for transfer (it
may be necessary for suitable candidates to be sourced as widely as possible).
4. Curriculum Vitae and applicants will be reviewed then contacted by telephone.
5. First interview time will be arranged.
6. The applicant will be interviewed for approximately half and hour giving time to establish
suitability, personality, stability. The job description and conditions of employment and any
special requirements will be covered.
7. Give indication to the application when they will be contacted with a decision.
8. Complete interview assessment form.
9. Decide whether person suitable, if so refer to Department Head for second interview. Contact
applicant and arrange time.
10. After second interview discuss applicant with Department Head.
11. If Department Head wishes to employ complete verbal reference check.
12. Advise Department Head of result of the verbal reference check.
13. Advise applicant of outcome as soon as possible.
14. Complete lower section of Personnel requisition form in full file in Filled Requisition, file under
departments.
Human Resources

Pre-Selecting of Applicants prior to an Interview
Objective
This SOP shall ensure that suitable candidates are selected prior to the interview.
Procedure
1. The applicant will demonstrate stability, intelligence, initiative and enthusiasm to work at the
hotel, suitable for the position applied for. The applicant will have been spoken to on the
telephone and will have demonstrated communication skills at a level required by the position. If
this is not the case, the candidate is not suitable for this position.
2. Read through applicant/curriculum vitae establishing suitability on paper for position available.
3. Contact by telephone and establish a personality, communication skills and motivation towards
the position by asking appropriate questions. i.e.: current situation, availability.
4. If appropriate arrange a time for interview, giving directions/instructions on where to come.
Human Resources

Re-employment of former Associates
Objective
This SOP shall ensure that re-employment is handled in the proper way.
Procedure
1. Former associates will only be re-employed with the unanimous agreement of the divisional
Head, Department Head and Human Resources Manager and explicit approval of the GM.
2. When a former associate applies for work the personnel file will be located and evaluated by
Human Resources Department.
3. If the previous work record was very good and all parties on amicable terms in the previous
employment then the Divisional Manager and Department Head concerned will be
approached for a character reference.
4. Former associates are required to fulfill the same criteria as any prospective associate.
5. When an associate gives notice to resign and then wishes to withdraw the resignation it is at the
discretion of the Department Head, Divisional Manager and Assistant Human Resources
Manager whether the withdrawal is accepted.
Human Resources

Interview Preparations
Objective
This SOP shall ensure that all relevant preparations prior to an interview are given.
Procedure
1. All interview appointments will be allocated at half hourly intervals for rank & file and supervisory
associate and one hour intervals for management associate. The standard for arranging
interview appointments will be followed when confirming the appointment. At the end of the
interview each party will have the information they require to make an informed decision about
suitability for employment.
2. Check through the interview schedule record for an appropriate time.
3. Confirm the day/date, time and venue for the interview appointment with the candidate
personally.
4. Request the candidate to bring along a copy of photograph, identity card, resume and
relevant certificates and testimonials to support his/her application.
5. Write down the candidates telephone contact number for reference.
6. If necessary give proper direction/information to come to the hotel.
7. Repeat the day/date, time and venue with the candidate before ending the conversation.
8. Record down the details in the next available time slot in the Interview Schedule Form.
THIS IS THE OPPORTUNITY FOR THE APPLICANT TO EXPRESS THEIR SUITABILITY FOR THE POSITION.
9. Greet applicant in reception as soon as they arrive introducing yourself to them.
10. Lead them up into interview area. Ask them to sit down.
Human Resources

The Interview
Objective
This SOP shall ensure that the interview structure is followed and all relevant topics are included.
Procedure
1. Start interview with familiar topics to make the applicant feel comfortable.
2. Then continue on giving and gaining information but being careful not to put words into the
candidates mouth.
3. Ask open questions (No yes or no questions).
4. Use the skills learnt at selection interview to gain a good understanding of:
a) Why the person wants the position

b) How will it develop them personally
c) Why they want to work at the Hotel/Resort
d) Whether they will be here for at least 18 months - 2 years
e) If they would fit the culture of the Group
f) Whether the Hotel/Resort would benefit from their personal development here
g) What motivates them
5. Inform the person of:
a) Hours of work/Housing/Transportation etc

b) Commitment sought by the Hotel/Resort
c) General requirements of associates
d) What training and development the individual could expect
e) What they would be required to do in the position available
f) What sort of people they would be working with
g) All other employment benefits applicable to this position
6. The interview will close with and indication of when the decision will be made. The candidate
may be asked to contact the Hotel if they wish to find out progress.
Human Resources

Update: 09.08.08 /CO-HR-SOP-010
Requesting of Verbal References
Objective
This SOP shall ensure that at least one verbal reference is obtained by the interviewer.
Procedure
1. Every person will have, preferably two, but at least one verbal reference check carried out prior
to employment. The verbal reference is from recent history. The Human Resources Department
conducts the reference check.
The standard verbal reference check is conducted as the following:
2. The person with whom you wish to conduct a verbal reference check is to be confirmed with the
applicant during the interview. (NB - This is mainly to avoid the current employer being made
aware that the person is applying for jobs).
3. Telephone Supervisor/Manager of the most recent place of employment.
4. Question the basis of the attached verbal reference form.
5. Thank them and explain all references are kept confidential.
Human Resources

Overseas Recruitment
Objective
This SOP shall ensure that the application process for overseas candidates is handled in the proper
way.
Procedure
1. If associates are recruited from overseas, all relevant tasks of the recruitment process will be
action and an open communication channel kept between the potential associate and the
Hotel/Resort. The ability to make a minimum personal commitment of 2 months service is
required. The applicant is given as much information as possible.
2. Open communication channels will be maintained by the Hotel/Resort and the applicant. The
applicant will have a minimum of 2 telephone conversations in English to demonstrate a
competent level of English.
3. A verbal offer will be followed by a written offer by post/fax or e-mail within 24 hours requesting a
signature indicating acceptance of the position as soon as possible.
4. Applicant for Approval in principle for a work permit will be made to the Immigration
Department as per the requirement of that Service.
5. When approval is gained the applicant is notified to approach the country representative in the
country of residence and obtain the appropriate visa.
6. Up to seven days accommodation will be provided to the associate before permanent

accommodation is found.
7. Meals will be provided following the established policy by management.
Human Resources

Process for the Non-Immigrant B Visa
Objective
This SOP shall ensure that all necessary documents are send to the applicant prior to arrival to the
Kingdom of Thailand in order to obtain a valid Non-immigrant B visa.
Procedure
1. The Certification Letter from the company for NON-B Visa required to issue a valid work permit
is sent to the associate, to bring to the Thai Embassy/Consulate of associates country within one
week of the foreigner accepting the position.
2. Request the foreigner to send their copy of his/her passport to the Human Resources
Department for submission.
3. HUMAN RESOURCES will send the following information to the Associate to bring to the Thai
Embassy/Consulate or Immigration Department in the Associates country to register for the
NON-B Visa:
a. Certification Letter from the Hotel/Resort that he/she will be our associate
b. The contract and benefits of employing the foreigner
4. When the Associate arrives to Thailand and starts to work with the Hotel/Resort, HUMAN
RESOURCES Department will process with the valid work permit at the local Immigration
Department.
5. Work permit of Associate is kept at the HUMAN RESOURCES Department.
Human Resources
Update: 09.08.08 / -CO-HR-SOP-013
Contract Preparations
Objective
This SOP shall outline the correct procedure to prepare and file an associates contract.
Procedure
1. HUMAN RESOURCES Department will prepare the contract for the General Manager and
Associate to sign with the enclosed documents of the Associate.
2. The Department Head will return the application of the accepted Associate to the HUMAN
RESOURCES Department with the agreed salary and starting date.
3. Final and agreed salary is to be updated in the contract and the contract to be signed by the
General Manager, Human Resources, Department Head and the Associates.
4. Update the data of the new Associate in Associate file list.
5. Keep the contract and enclosed document of new Associate in the cabinet file.
Human Resources
Update: 09.08.08 / -CO-HR-SOP-014
Induction Procedures
Objective
This SOP shall ensure that new Associates receive the newest HR policy and introduction to the
Hotel/Resort.
Procedure
1. On the first day of work of a new Associate, the Associate will meet the HUMAN RESOURCES
Department.
2. HUMAN RESOURCES Department will prepare the punch card/stamp card, name tag and
uniform requisition for the new Associate. This is organized the day before.
3. New Associate will receive the HUMAN RESOURCES Policy of the hotel property.
4. HUMAN RESOURCES Officer will bring the new Associate to look around the hotel and introduces
all Management, Departments and Associates of the Hotel/Resort.
Human Resources

Registering of New Employees in the Personnel Record
Objective
This SOP shall ensure that all new acquired personnel of the property are listed in the Human
Resources database for further use and reference.
Procedure
1. Every associate will have accurate personnel records established and maintained securely
during their employment. An associate may peruse their file at a convenient time. Interview
notes and notes from verbal reference checks are not available to associates. The progress of
the associate through the hotel career steps will be easily ascertained.
2. Complete all details as stated on the application on to front page of the associate envelope
i.e., name, address, Date of Birth, start date, department, position, pay rate.
3. Complete index card for alphabetical listing.
4. Date of birthday to be put on Associate Newsletter Birthday list.
5. Write name and start date on Training List, under department of employment.
6. Write associate name, start date, position on new start list.
7. Hand file over to payroll once the following has been obtained.
a. Signed acceptance of Associate Contract

b. Tax Number
c. Bank Account Number etc
Human Resources

Assigning of Associate Housing
Objective
This SOP shall ensure that new employees are provided with a suitable accommodation by the
Hotel/Resort.
Procedure
1. Each hotel associate, who requests accommodation from the Hotel/Resort, has the
right for an appropriate accommodation at the associate village/house.
2. Determine by consulting the Associate Village/House Plan, an available room for the new
Associate with regards to sex and position.
3. Assign the available room and issue the respective room key to the new Associate by signing
into the corresponding form.
4. Update the Associate Village/House Plan with full name and relevant data.
Example:
Building A Management level

Building B Female and couples
Building C Male and couples
Human Resources

Update: 14.08.08 / CO-HR-SOP-016.1
Associate Committee
Associate Committee
Accommodation Committee
Charge:
The Accommodation Committee considers the provision of accommodation to hotel employees. The
Committee shall advise the associates on the living, and be opened for any who have problems or
suggestion. The Committee shall also review the security of housing, and recommend changes and
improvements. Also the Committee shall consult with and advise the Committee on planning and
budget with respect to matters relevant to this Committee's duties and expertise.
Membership:
There are six members that are chosen from the building A, B and C to represent the accommodation
committee, and one representative who is from building A, B and C shall be invited to sit with the
committee.
Example:
Building X: 1 person (Chairman)
Building X: 1 male (Committee), 1 female (Committee)
Building X: 1 male (Committee), 1 female (Committee)
HR: Advisor
Meeting Frequency: Monthly
****All committee are elected by associates****
Human Resources

Update: 14.08.08 / CO-HR-SOP-016.1
Associate Committee
Employees Welfare Committee

Charge:
The goal of this committee is the forum where issues of concerns to departments and employees are
discussed. The specific elements of the committees charge include:
Raise welfare issues such as:

Compensation
Work environment
Activities for employees
Insurance
Employee of the month award
Birthday for employees
Staff party
Sports day
English Training and career development
Also advise on impact of planning decisions on the welfare of:

Department
Employee
This offers a variety of committees and events to participate in. Committees are open to all members
to become involved in.
Human Resources

Update: 14.08.08 / CO-HR-SOP-016.1
Associate Committee
Membership:
There are nine members plus the Executive Secretary who are elected by their own department
which are;
Accounting
Human Resource
Food and Beverage Service
Food and Beverage Kitchen
Front Office
Concierge
Engineering
Housekeeping
Spa
Safety and Security Committee

Charge:
As we are in the hospitality industry, we need to be aware that managing emergencies, providing
safety and security to guests, customers, employees, owners and the property itself are very
necessary. So it is very important to require informed thorough planning with organization that the
responsibility cannot be relegated to only few groups of people or cannot be considered as a
separate field, but it becomes an integrate part of all operational function.
Membership:
This committee is selected by every Head of Department or Assistant Head of Department, based on
the ability of its members to plan, communicate, train, implement and control many aspects related
to the prevention and management of safety, security and emergency to the organization.
Moreover, it should be based on know-how, experience and the ability to coordinate, train and
implement.
Human Resources
Dara Hotels & Resorts
Update: 14.08.08 /-CO-HR-SOP-012
Associate Committee
Processes:
Socialize Process
To deal with the crime, the hotel can be divided it into internal and external in order to classify and
play the significant role in deterring crime by set up a special group, called a Protection Management
Team*, with the focus specifically on the security and safety of customers, employees, and hotel
property. This unique team has responsibility and accountability for all departments. In addition, each
departments managers and employees should cooperate with this management team for the
success of the security system. However, the hotels outside is difficult to deal with about the crime.
Therefore, it is very important to create the way to deal with these differences.
Internal Crimes
There are many crimes that could be happened within the hotel such as robbery, rape, murder, car
theft and assault. Therefore, the first step to focus on is the hotels legal responsibility. It must provide a
specific level of protection for each guest and employee with reasonable care. The hotels Protection
Management Team has to analyze every function within the hotel where from all departments such
as food and beverage to sales and marketing to housekeeping to engineering to protect their assets.
This responsibility has to set the standpoint equally by all departments.
External Crimes
The external crime is very difficult area to deal with because the hotel cannot play the role in
deterring crime outside the hotel. Therefore the hotels itself should find the proper way to tell the
customer or guest.
As a result, it is the possible way the hotel can inform the customer with the reasonable care and the
customer may feel that the hotel cares about the customers safety.
* This Team is assigned by the Management
Human Resources
Associate Committee
Training Program
For the area of safety program which is basically concerned about First Aid Training Program and
security systems the hotel should willing to spend money each year on several formal courses and
training programs to improve employees skills and abilities to immediately perform their jobs and learn
the new internal operation, basic first aid and security systems. However, the human resource
manager or assistant human resource manager is the person who should decide and form the
specific training programs that employees need to take, which are suitable for their employees level
for saving cost of productivity. Yet, training alone cannot overcome an individuals incapability to
understand and interpret knowledge. As employees job and career progresses, they will need to
develop their analytical, human conceptual and specialized skills to enhance responsibilities so they
are ready to face the real situation.
This filed of training; all hotels employees should be trained in through the training program
with Security Company or Police Force. With this training, the staffs will know how to spot for potential
troublemaker or criminal, deal with a criminal situation and alert the security personnel.
Trouble Spotting
Hotels staff should be trained to spot suspicious behaviour because this skill is important for all hotels
staff. It means looking for what is extraordinary. It becomes aware and has concerns regarding the
preventing, foreseeing, predicting and removing hazards and other causes of crime and injury.
For example, in most cases a suspicious-looking person could be a criminal who is looking for a
victim or someone getting ready to pull a robbery. Therefore, if the hotels staff is trained to spot,
he/she will know when to alert security.
Criminal Situation
For example, if there is someone trying to rob restaurant cashiers with the gun, how should he/she
deal with that situation? Therefore, hotels staff should be trained how to handle with a crime situation
in order to avoid someone to get hurt from the wrong decision making. With this training, the hotels
staff will learn and know how to apply the technique to the real situation.
Human Resources
Associate Committee
Evaluation
With the protection hotel management for each manager to deal with the installation, protection,
maintenance and work on the area where assigned, each department should monitor and look
around for each area because they need to report to the safety and security committee at regular
meetings. These meetings should meet every month to reassess the measures, discuss problems, and
find ways to solve problems, evaluate security performance, and report the results to the general
manager. The general manager will convey the statement afterwards that the protection
management department will take orders that he/she assign to develop what they do and they will
set up the training provided to make sure that each department has understood the protection
program.
Human Resources

Trainees from Universities and Institutes
Objective
This SOP shall ensure that the process for hiring student trainees from universities or institutes is handled
properly.
Procedure
Trainees send regularly letters from their universities or institutes to the HUMAN RESOURCES Department
to inquire for an internship.
1. HUMAN RESOURCES Department forwards the letter to the General Manager for approval.
2. HUMAN RESOURCES Department sends the confirmation back to the university or institute.
3. HUMAN RESOURCES Department contacts the trainee to confirm about the Department in
which the Trainee is to be trained in.
4. Department establishes the training log for the Trainee and the HUMAN RESOURCES Department
prepares the respective contract.
5. HUMAN RESOURCES Department sends the contract, training plan and a to bring list to the
Trainee to sign.
6. HUMAN RESOURCES Department assigns the room in the Associate Village/House for the Trainee.
7. On the first day of training, HUMAN RESOURCES Department holds an orientation and introduces
the Trainee to all Management and Departments as per Training Plan.
8. HUMAN RESOURCES Department prepares the payroll for the Trainee and for the last day of work
the certification letter of the Hotel/Resort.
Human Resources

Associate Awards
Objective
This SOP shall ensure the Associate of the Month is monthly awarded.
Procedure
1. HR distributes the nomination form to all Department Heads in the Morning Brief, followed by
voting the Associate of the Month.
2. HUMAN RESOURCES Department prepares the certificate and the prize for the winner.
3. HUMAN RESOURCES Department ensures that the winner receives his/her prize on the Associate
Birthday Party Day, held monthly at the Hotel/Resort.
4. HUMAN RESOURCES Department keeps a record in the employees file.
Human Resources

Associate Newsletter
Objective
This SOP shall ensure the monthly newsletter to all associates is implemented and distributed to all
employees.
Procedure
An informative and interesting newsletter is published as a Means of Communication of current

Hotel/Resort happenings and reminders to all associates.
1. Every associate can submit/create/write an article to the Human Resources Department.
2. Human Resources Department updates news from outside the Hotel/Resort and its activities in
each newsletter.
3. A suitable printing shop and contract should be contact for monthly/bi-monthly or quarterly
issues with an appropriate price.
4. Human Resources Department is responsible for the monthly/bi-monthly distribution of the

newsletter/magazine to all employees.
Human Resources

Employee Probation Evaluation
Objective
This SOP shall ensure that associates are evaluated by the Department Head by the end of the four
months employment.
Procedure
1. Human Resources Department will distribute a list each month, 1 month prior the end of their
probation period, of associates for an evaluation review.
2. At three months service the Department Head will initiate a formal Evaluation Form with the
associate and completes the individuals training record.
3. The standard procedure as outlined in the Performance Review Course is used to form the basis
of the review.
4. The Department Head and the associate review the standard Evaluation Form and sign the final
agreement.
5. The Department Head completes the recommendation section and forwards it to the Human
Resources Department.
6. The Human Resources Manager review and forward it to the General Manager for signature.
7. The review will then be returned to the Human Resources Department, the confirmation letter
prepared and the review or training record filed in the personal file of the employee.
8. The Assistant Human Resources Manager forwards it to the Human Resources Officer to amend
the pay rate if applicable.
Human Resources

Monthly Training Schedule
Objective
This SOP shall ensure monthly trainings scheduled by the Human Resources Department are distributed
to each Department and attendees to follow up by HR.
Procedure
A training schedule for each month is distributed to all Department Heads at least 7 days prior to the
commencement of the new month. The schedule is in accordance with the annual plan and the
needs of the Hotel/Resort.
1. Assistant Human Resources Manager prepares the schedule, following the annual training plan
as the framework and includes special needs and opportunities.
2. Department Heads will register associates attendance at least two days prior to the training
course.
3. The attendees names are written on the course attendance sheet upon registration.
4. At the end of the course the total number of attendees is logged on the monthly plan held by
the Human Resources Department.
5. The attendees will get the certificate after training.
6. On successful completion of the course, the associates training record is updated.
7. Feedback on the schedule from the Head of Departments is to be encouraged.
Human Resources

Update: 09.08.08 /CO-HR-SOP-022
Extension of the Probation Period
Objective
This SOP shall ensure the extension of a probation period is handled and communicated to the
employee in the proper way.
Procedure
Associates whose performance requires further improvement to meet the standards at the end of 4
months will have their probation period extended monthly, thereafter to a maximum of 2 months at
the discretion of the Department Head. Extension probation will be informed by the Department Head
or Human Resources Department to the associate 30 days before.
1. After completion of 119 days probation, a new associate is due for confirmation of employment.
2. The Department Head will forward his/her Evaluation Form duly completed by both parties to
Human Resources Office for review.
3. The Department Head will also indicate whether the associate is confirmed or extended in
his/her employment.
4. After evaluation and discussion with the Department Head, if the Department Head and Human
Resources Manager deem to extend his/her probation period, the letter of extension will be
drawn.
5. The associate is appointed for a meeting and in the presence of his/her Department Head will
be informed, honestly, regarding his/her performance level and its employers expectations.
6. The associate will also be informed of the grace period to show improvement and pending
review date.
Human Resources

The Exit Interview
Objective
This SOP shall ensure every Hotel/Resort associate has his/her final exit interview with the Department
Head and Human Resources.
Procedure
All associates will have an exit interview conducted on their last day of work, or shortly after. Human
Resources Department will ensure that the associate leaves with a good impression of the Hotel/Resort
and has returned all Hotel/Resort property. The interview does not exceed 30 minutes. The information
received will be used to help identify training needs, reasons for associate turnover and morale.
1. Upon receiving of the resignation notice, the Department Head requests the associate to make
an appointment with the Human Resources Department for the exit interview.
2. The exit interview is conducted in private, with no interruptions and all efforts are made to make
the associate relaxed.
3. Inform the associate that the information is used to assist in Human Resources matters (i.e.)
training needs or associate food quality and will treat his/her input as important.
4. The information is collected by following the standard form for the Exit interview.
5. An associate survey form is offered to the associate for completion.
6. Allow the associate to speak freely and to air his/her true feelings. This requires not interrupting
them or second-guessing their comments.
7. At the end of the interview, thank the associate and wish him/her well in their next endeavours.
Human Resources

Verbal References
Objective
This SOP shall ensure verbal or written references to employer seeking reference are given in the
correct and proper way.
Procedure
Former associates are entitled to a fair and accurate account of their employment at the hotel in
which they were employed. Their employment details will be confirmed and a candid account of
relevant strength and weaknesses given.
1. All verbal references are given with due consideration to the Privacy of the Associate.
2. All queries for verbal references are directed to the Human Resources Department.
3. The former associate file is located and read with particular reference to appraisals, the exit
interview comments and excessive counselling/disciplinary action.
4. Questions will be answered as accurately, objectively and honest as possible.
5. Consideration is given to the similarity of the job being for the position held at the Hotel and the
amount of time lapsed since employment has terminated/ended.
6. Verbal references may be answered in writing (i.e.) requests from overseas.
7. If appropriate the request may be referred onto the Department Heads concerned.
Human Resources

Personal Data and Associate Status
Objective
This SOP shall ensure that current records are of accurate state and that all relevant departments are
informed of the amendments.
Procedure
1. Once notified of a change of an associates information or employment status, a personnel

action form is to be completed.
2. The Head of Department completes the personnel action form. Any salary/transfer/demotions or
promotions will be authorized by the General Manager only.
3. Human Resources Department updates the associates information card in the alphabetical
index box.
4. Information is passed on to the payroll section.
5. Once the action form is returned, Human Resources changes the personnel file and files the
form.
Human Resources

Payroll Procedures
Objective
This SOP shall ensure that all associates receive their payment at the end of each month, and their
service charge.
Procedure
All associates receive their payment at the end of each month and receive their service charge from
the month before at the mid of the month. The period of the payroll is 26 until 25 of next month i.e. 26
January until 25 February.
1. All new contracts, Evaluation Forms and Resignation Forms are send to the Human Resources
Department before cut-off period/deadline.
2. Assistant Human Resources Manager updates all received data in the Associate data base and
the Wage Administrator Officer uses this data for the Payroll.
3. After Wage Administrator Officer has completed the Payroll, the Assistant Human Resources
Manager will recheck the Payroll before sending to the Director of Finance/FI Department.
4. For the Service Charge;

HR sends the guaranteed service charge to the Director of Finance then he/she will calculate
the total extra service charge for HR to allocate to each associate. The final service charge and
extra service charge report will be sent to the Finance Department for the final check and
approval.
5. After finalizing both, the salary and the service charge, the report will be sent to the Chief
Accountant/ Assistant Chief Accountant to key-in into the banking system then send to the
bank.
6. Payment slip is printed-out and to be send to all associates, after receiving the service charge
and extra service charge.
Remark: The service charge and extra service charge shall be paid-out in the middle of each month.
Human Resources

Social Security Procedures
Objective
This SOP shall ensure Social Security is given to all employees of the Hotel/Resort, and the
reimbursement procedure is followed strictly.
Procedure
Based on the Thai Labour Law, associates have 5% off their salary deducted for their social security,
and the Hotel/Resort pays another 5%.
1. Human Resources Officer registers-in new associates and registers-out resignations within the first
week of each month. Assistant Human Resources Manager is to sign and re-check.
2. The Social Security Department will issue and send each associate its respective card which the
Human Resources Officer distributes to each associate.
3. Social Security payment; the Human Resources Officer issues the report to the FI Department,
the Assistant Human Resources Manager will sign and re-check it. The Director of Finance does
the final check by reconciling with the General Ledger. The payment to the Social Security
Department is done by the FI Department before the 26th of each month.
4. In case of an accident, the associate can reimburse the medical fee from the Social Security by
sending the doctors certificate and bill to the Human Resources Officer for reimbursement with
the Social Security. The reimburse rate is based on the Social Security rate.
Human Resources

Update: 13.08.08 / CO-HR-FR-001
Contract - Sample
[Date Today]
Employment Contract
1. This employment agreement is made between the [Name of Property] Co. Ltd., [Address 1],
[Address 2], [City], [Postal Code/Zip Code], [Province], [Country]
and
Mr/Mrs/Ms [Name of new employee] [Address 1], [Address 2], [City], [Postal Code/Zip Code],
[Province], [Country]. The associate agrees to work at [Name of Property] in the position of
[Name of Position] from [dd/mm/yy].
2. This contract includes a probation period of 119 days. During the probation period both, the
employer and the associate may terminate the contract within 5 days notice. The contract
commences [first day of work: dd/mm/yy].
3. Hereafter [Name of Property] Co. Ltd will be referred to as the employer and Mr/Mrs/Ms [Name
of new employee] as the associate.
4. The employer agrees to pay the associate a monthly base salary of THB [amount].
5. Service Charge for properties after one operational fiscal year: As of [first day of work:
dd/mm/yy], the employer agrees to pay the associate a monthly service charge of THB [fixed
agreed amount]. The full service charge exceeding THB [amount] of all associates will be equally
distributed among all associates of [Name of Property].
Service Charge for properties within one year of operation: As of [first day of work: dd/mm/yy],
the employer agrees to pay the associate a monthly service charge of a minimum of [amount]
% of the base salary of THB [salary as above]. The full service charge amount topping [amount]
% of all associates will be equally distributed among all associates of [Name of Property].
6. Both the associate and the employer agree that the associate manual/Human Resources
policies, stipulating and outlining the policies of [Name of Property] is legally binding and a
factual part of this work contract. Both parties agree to respect the associate handbook and
follow the rules and regulations outlined in it.
7. The employer will provide uniform cleaning stipend of THB [amount] per month. The associate is
responsible to maintain their uniform themselves.
8. The employer will provide an Accident Insurance and an International Health Insurance free of
charge to the associate.
Human Resources

Update: 13.08.08 / CO-HR-FR-001
Contract - Sample
9. The employer will supply suitable accommodation in the associate village/house free of charge
to the associate. Electricity costs and water charges are defrayed by the associate.
10. The employer will supply 3 meals per day in the associate restaurant free of charge to the
associate.
11. While employed at [Name of Property] under the period covered by this contract, if the
associate fails to act or neglect to practice in accordance with his duty or commits any acts
which cause damage to [Name of Property], the associate agrees to fully indemnify [Name of
DHR Property] demands for compensation within due time.
12. The employer is entitled to immediately terminate employment in case the associate acts in bad
faith, acts dishonestly or behaves inappropriately towards employer, the Thai government or any
government official or customers. This shall include cases in which the associate acts with gross
negligence and causes damage to the employer.
13. This agreement is made in duplicate and in English and Thai Language. The content is the very
same. Both parties agree to have thoroughly read and understood the content of this
agreement and found that the contents are true to their intention. In witness thereof, both
parties have hereunto affixed their signatures in the presence of a witness and each part will
retain one copy of the English and Thai as well as one original English and Thai version of the
agreement.
Signature: _______________________ Signature: _______________________

Associate Head of Department
Signature: _______________________ Signature: _______________________

Witness General Manager
Human Resources

Update: 09.08.08 / CO-HR-FR-002
Employee Performance Evaluation Form
Associate Name: _______________________________ Surname: ___________________________________
Position: _______________________________________ Department: ________________________________
Associate No. : _________________________________ Present Salary: _______________________________
Probation evaluation : Probation period from date

_____________________ to _______________
Yearly evaluation : of Year's __________________________
Other evaluation : __________________________________
Punctuality & sick or business leave taken
Sick leave __________ day / Absent ___________ day / Without Pay ___________ day
COMPETENCE EVALUATION (Please mark X in box)
Excellent Good Average Low Poor

ITEM DESCRIPTION
5 4 3 2 1
1. Enthusiasm /
2. Service mind /
3. Quality of work /
4. Work knowledge /
5. Work responsibility /
6. Work co-operation /
7. English proficiency /
8. Punctuality & leave taken /
Human Resources

Update: 09.08.08 / CO-HR-FR-002
SCORE BY HOD : _____________ SCORE AFTER EVALUIATED : ___________
HIGH : 40-33, MID-HIGH : 32-25, MEDIUM : 24-17, MID-LOW : 16-9, LOW : 8-1
ASSOCIATES COMMENTS (For Associate)
1. What do you consider you do well in your job?
2. What areas would you like to develop/learn about to help you do your job more effectively?
Human Resources

Update: 09.08.08 / CO-HR-FR-002
EVALUATION SUMMARY
()
The evaluation interview is an ideal chance for any issues to be discussed, it should be properly planned and
conducted in a quiet atmosphere without interruptions.
Department Head's Comment RM/EAM Comment
Name : _________________________________ Name : _________________________________
Signature : ______________________________ Signature : ______________________________
Date : _______________ Date : _______________
General Manager's Comment :
Increase of wage in percentage: _________________
Associate Acknowledge: ________________________ HOD Signature : ______________________________
Date : _______________ Date : ________________
Human Resources

Update: 13.08.08 / CO-HR-FR-003
Employee Performance Evaluation Form (HOD, Supervisor)
Associate Name: _______________________________ Surname: ___________________________________
Position: _______________________________________ Department: ________________________________
Associate No. : _________________________________ Present Salary: _______________________________
Probation evaluation : Probation period from date

_____________________ to _______________
Yearly evaluation : of Year's __________________________
Other evaluation : __________________________________
Punctuality & sick or business leave taken
Sick leave __________ day / Absent ___________ day / Without Pay ___________ day
COMPETENCE EVALUATION (Please mark X in box)
ITEM DESCRIPTION Excellent Good Average Low Poor

5 4 3 2 1
1. Enthusiasm /
2. Service mind /
3. Quality of work /
4. Work knowledge /
5. Work responsibility /
6. Work co-operation /
7. Leadership /
8. Assign and Manage /
9. English proficiency /
10. Solve problem and Determination /
11. Punctuality & leave taken /
Human Resources

Update: 13.08.08 / CO-HR-FR-003
SCORE BY HOD : _____________ SCORE AFTER EVALUIATED: ___________
HIGH : 55 - 45, MID-HIGH : 44 - 34, MEDIUM : 33 - 23, MID-LOW : 22 - 12, LOW : 11 - 1
ASSOCIATES COMMENT (For Associate)
1. What do you consider you do well in your job?
2. What areas would you like to develop/learn about to help you do your job more effectively?
Human Resources

Update: 13.08.08 / CO-HR-FR-003
EVALUATION SUMMARY
()
The evaluation interview is an ideal chance for any issues to be discussed, it should be properly planned and
conducted in a quiet atmosphere without interruptions.
Department Head's Comment RM/EAM Comment
Name: _________________________________ Name: _________________________________
Signature: ______________________________ Signature: ______________________________
Date: _______________ Date: _______________
General Manager's Comment:
Increase of wage in percentage: _________________
HOD Signature: ______________________________ GM Signature: ______________________________
Date: _______________ Date: ________________
Human Resources

Update: 13.08.08 / CO-HR-FR-004
Disciplinary Action Form
Name: Position: Department: Date: _________

Violation against the Human Resources Policy

1. Unreported 6. Failure to Obey Order 11. Violation of Safety Rules

Absence

2. Tardiness 7. Fighting on Company 12. Defective and
Premises Improper Work

3. Drinking on Duty 8. Leaving work without 13. Carelessness
Permission

4. Insubordination 9. Improper Conduct 14. Destruction of
Company Property

5. Dishonesty 10. Reporting under the 15. Other Offence:
Influence of Alcohol

Detail of misconduct / negative performance /
The following warning status is issued:
Verbal Warning and Record Written Warning No. 1

1
Last Warning Suspension without pay ___ Day From ____ To __

Dismissal effective ___________

Signature of Supervisor/Manager/ Date Signature of Associate/ Date

/ /
Head of Department/ Date Human Resources Manager/ Date

/ /
General Manager/ Date

/
Human Resources

Update: 13.08.08 / CO-HR-FR-005
Certificate Request Form
Certificate Request Form /
Emp. Code /
Name / ____________________________________________ ______________
Start Date /
Position / _____________________________ _______________________
Form Request /
/ Salary Certificate For / ______________________________________
/ Work Certificate For / ______________________________________
Language /
English / Thai /
/ Due Date: __________________________
* Please send this form to HUMAN RESOURCES, 3 days before due date/ 3
Human Resources

Update: 13.08.08 / CO-HR-FR-006
Personnel Requisition Form
Personnel Requisition Form
Permanent Associate Temporary Associate Casual Associate
Department: Position:
Mal
No. Required: Age Limit: Sex: e Female
Qualification
Required:
Replacement Addition
Reasons for replacement or

addition:
Agreed by
Requested by Date Department Head Date
No. of Person in
Manpower Forecast:
Current Number:
Human Resources Department Date
General Managers Approval
General Manager Date
Original to Human Resources Department

Distribution: Duplicate to Department Head
Human Resources

Update: 13.08.08 / CO-HR-FR-007
Promotion/Salary Increase Form
Associate Hiring date ID No
..
Department Name
( Position ) Current position ..
Salary from Increase Baht Total Month Salary .. Baht
Time in current position From To
Promotion To : Salary increase ..
Effective from : .
Condition of promote .
Department Head . General Manager ..
Acknowledge by
Human Resources Manager . Date ..
Accounting Department . Date ..
Human Resources

Update: 13.08.08 / CO-HR-FR-008
Associate Status Change Form
Associate Status Change Form
Family Name / : First Name / :
Date of Birth / : Location / :
Salary Change / : Amount From/ To/
Position Change / : Current Position /
New Position /
Department Change/: Previous Department/
New Department /
Location Change / : Previous Location /
New Location /
Reason for Change / :
Todays Date / :
Date when change takes effect / :
Current Manager Signature / :
Signature Associate / :
New Manager Signature / :
Approval General Manager / :
Date/ :
Human Resources

Update: 14.08.08 / CO-HR-FR-010
Final Salary Clearance Form
Final Salary Clearance Form

Name: __________________________________ ID No. : ______________________________
Position: __________________________________ Department: ______________________________
Start work: _______________________________ Last Working Date:_________________________
Note: This column below is the clearance items which you have to return to specification department

Time Attendant:
Human Resources Department
Public Holiday
Requisitions: Returned:
Vacation
Name Tag
Overtime
Locker key
Compensation day off
House key
Insurance Card
Over used Vacation
Associate house equipment
Over used Public Holiday
Pillow
Total..days
Pillowcase
Total.Baht.
Blanket
Linen sheet
Checked by_______________________
Other________________________
________________________
Date______________________
Received by_______________________
Date______________________
Uniform (F&B Service) continue
Housekeeping Department Requisitions: Returned
Requisitions: Returned: Serene Restaurant Morning shift
Shirt .. Polo Shirt color ..
Trousers .. shorts ..
Shoes . .. Shoes . ..
Hat .. Serene Restaurant Afternoon shift
Apron . .. Shirt ..
Decorations .. .. Trousers ..
Skirt . .. Lanna Restaurant
Other________________ .. Shirt ..
Trousers ..
Received by_____________ Check by______________ other .
Date____________________ Date __________________
Total deduction Baht.

Please send this form back with items in the last working day. If you dont return by list, we will deduct from your salary.
Associate ...
Date
Human Resources

Update: 14.08.08 / CO-HR-FR-011
Resignation Form
Resignation Form

Family Name / : First Name / :
Date of Birth / // : Position / :
Last day of work / :
Salary days owed / :
Salary amount owed / : Baht
Department / :
Uniforms returned in good condition / :
Deposit returned / :
Length of Employment / :
Termination / :
Resignation / :
Reason for Termination or Resignation / :
Signature of Manager /
Signature of Executive Assistant Manager /
Signature of General Manager /
Payroll Department received signed pay-slip /
Taken off Payroll / :
Signature Payroll / :
Human Resources

Update: 14.08.08 / CO-HR-FR-012
Exit Interview
Exit Interview Form
__________________________________ ____________________________
Name Associate No
_________________________________ _________________________________
Department Section
______________________________ ______________________________
Start Date Leaving Date
: : Reinvasion for leave :Resignation \ Terminate
_______________________________________________________________________________

Please fill the following questionnaire hotel company to improve and refine our recruitment
environment, training, and overall company
Your responses will be kept confidential. We need our input it counts and makes a difference.
_______________________________________________________________________________
1. . How did you get interested in joining [Name of Property]?
2. . Could you tell us the important reason why you joined [Name of
DHR Property]?
A) Career advancement
B) Reputation of the company
C) Opportunity to earn better money
D) Friend worked for the company
F) Other
3. . From your point of view, what was the single most important
reason for you, leaving [Name of Property]?
A) Found better opportunity

B) Poor compensation
C) Health reason
D) Could not get along with your supervisors
E) Did not get along with your colleagues
F) You did not perform according to [Name of DHR Property] standards
G) Other
Human Resources

Update: 14.08.08 / CO-HR-FR-012
Exit Interview
4. . How would you describe your immediate Supervisor? What was

he/she like?
A) Excellent
B) Good
C) Fair
D) Poor
5. . Overall, how do you feel about your experiences with

[Name of Property]?
A) Great company to work with

B) A good learning experience
C) Terrible experience
D) No Comment
6. . Do you feel you were successful in [Name ofProperty]?
A) Yes B) No
7. . How would you rate your ability for the position that
you held in [Name of Property]?
Low High
1 2 3 4 5 6 7 8 9 10
8. . Did you ever become bored with what you were doing?
A) Yes B) No
9. .In what industry or particular company are you now

going to be employed in or considering employment?
A) Hospitality
B) Travel industry
C) Food Service
D) Self employed
F) Technician Service
G) Remind unemployed
H) Other
Human Resources

Update: 14.08.08 / CO-HR-FR-012
Exit Interview
10. . Please rate each of the following:
Poor Below Average Good Excellent

A) Salary 1 2 3 4 5
B) Benefit 1 2 3 4 5
C) Training 1 2 3 4 5
D) Career Advancement Opportunity 1 2 3 4 5
E) Work atmosphere 1 2 3 4 5
F) Job Security 1 2 3 4 5
G) Work tools, equipment 1 2 3 4 5
H) Recognition and reward 1 2 3 4 5
I) Associate food 1 2 3 4 5
J) Associate Facilities & Entertainment 1 2 3 4 5
11. . What could [Name of Property] do to improve itself?
....
Associates Signature Date
Interviewer
SKILLS AND KNOWLEDGE APPRAISAL FORM
Skill / Duration in hours 1.5 1 1 1.5 1 1 1.5 1.5 1 0.45 1 1 0.30 0.30 1 0.15 0.15
STAFF MEMBER
NAME START DATE LAST REVIEW
1 Perfect score. There were no mistakes in treatments or hesitation in verbal tests.
2 Above average. No more that two mistakes for each skill set.
SCORING: 3 Average. No more than three mistakes per skill set.
4 Below Average. No more than four mistakes per skill set.
5 Poor. More than four mistakes per skill set.
Retraining must be conducted if the associate receives a score of four or less.

RETRAINING: Another evaluation for the below average skill must be scheduled no later than one week after retraining.
If another below average score is recorded, employee counseling must be actioned.
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. Reproduction without permission is prohibited.
Human Resources

Update: 16.06.08 / CO-HR-FR-014
Training Attendance Record Form
Topic:
Trainer:
Date & Time:
Venue:
No. Name Position Dept. Signature

1
10
11
12
13
Remark:
Trainer: HOD:
Human Resources

Update: 14.08.08 / CO-HR-FR-015
DHR Application Form
APPLICATION FORM
Position Desired Salary
1. PERSONAL DATA
Name: Date of Birth:
Address of Contact:
Telephone Mobile Fax
Height Weight Blood Type
I.D. CARD NO. ISSUED DATE EXPIRY DATE
Marital Status: { Single { Married { Widowed { Divorced
2. EDUCATION
Name of
Education From To Degree Major GPA
Institution
Diploma
Bachelors Degree
Other
Please Specify
3. PARENTS DETAILS
Fathers Name Age Occupation
Present Address
Mothers Name Age Occupation
Present Address
Human Resources

Update: 14.08.08 / CO-HR-FR-015
4. PRESENT JOB / LAST EMPLOYMENT
Name of the Company
Telephone Salary Baht
Brief Description of Duties 1.
2.
3.
5. WORK EXPERIENCE
DURATION Previous Other

Position Salary Reason of Leaving
Company Name Benefits
From To
6.
Speaking Reading Writing

Knowledge
of Language Very Very Very
Good Fair Good Fair Good Fair
Good Good Good
THAI
ENGLISH
OTHERS
Human Resources

Update: 14.08.08 / CO-HR-FR-015
7. COMPUTER SKILLS
COMPUTER SKILLS EXCELLENT GOOD FAIR NONE
Microsoft Office
DOS System
Excel
Word
Others
APPLICANT INTERVIEW FORM
Name
Position applied for
Are you now employed?

Yes, when would you be available to work with us?
No, how long have you been unemployed? Month (s)
Current or last employer:
Job Title: What are (were) you duties?
Would you be willing to relocate? Yes No

Are you willing to travel? Yes No
Are you able to work overtime or shift? Yes No
What do you think the position involves?
Human Resources

Update: 14.08.08 / CO-HR-FR-015
Why do you want to work with us?
How qualified do you feel to perform in the job for which you applied?
What do you feel are your strong points?
What do you feel are you weak points?
How would you define your management or work philosophy?
How did you hear about us?
In which way you could help us to achieve our vision?
Interviewer Comments (To be completed by the Interviewer only):
Human Resources

Update: 14.08.08 / CO-HR-FR-016
Application and Resume Control Form
APPLICATION AND RESUME CONTROL FORM
Applicants Name: Position applied:
Application form: Resume: Recent Picture: Driving License:

School certificates: Work certificates: References: House registration:
ID card: Checked for completeness by:
Resume tracking number assigned:
Thank you letter sent by and date:
References:
Reference 1:
Name of company:
Name of person spoken to:
Content of reference:
Reference checked by:
Reference 2:
Name of Company:
Reference 3:
Name of Company:

Interview date: Interview declined and reason:
Applicant notified date and by whom:
Human Resources

Update: 14.08.08 / CO-HR-FR-017
Employee Uniform Agreement
Employee Uniform Agreement
BETWEEN
[Name of DHR Property]
AND
Employee Name:
Department:
Todays Date:
Uniform(s) Given: __________________________________________________________

_____________________________________________
Total Value (Thai Baht):

()
Keys Given: ______________________________________________________________
Other Items Given: _________________________________________________
The employee will return all items in good condition, before receiving their final compensation

AGREED:
Employee Signature:
Human Resources

Update: 14.08.08 / CO-HR-FR-018
Key Control Sheet

KEY CONTROL SHEET

KEY TYPE DATE SIGNATURE TIME OUT ISSUED BY DATE/TIME SIGNATURE RECEIVED BY

Human Resources

Update: 13.08.08 / CO-HR-LTR-001
Letter of Management Trainee Internship (Domestic Universities)

[Hotel Name]
[Address 1]
[Address 2]
[Date Today]
[PERSONAL]
[Recipients Name]
[Address 1]
[Address 2]
Dear [Recipients Name]
Letter of Management Internship Program at [Name of DHR property]
With great pleasure I am able to confirm your internship with [Name of property]. The Internship
commences [dd/mm], [year] and finishes [dd/mm], [year].
[Name of property] is pleased to offer you the following provisions:
1. Monthly stipend of THB [amount].

2. Accommodation in our associate village/house.
3. Transportation to and from work (if applicable).
4. 3 meals per day in our Associate restaurant.
5. Accident insurance while on Internship.
6. Reimbursement of the Super VIP bus fare to and from Bangkok to (name of destination).
7. Welcome Dinner hosted by the Management of [Name of property].
Training Plan:
[dd/mm], [year] and finishes [dd/mm], [year]:
Department: [Name of Department(s)] Position: [Name of Position(s)]
I am certain that you will benefit greatly from this [number of Departments trained in] very important
front line positions at [Name of DHR property] and I am looking forward to be working with you.
Yours sincerely
[Name of property] Accepted
[Name] [Recipients Name]

[Position/Department] Management Trainee
Human Resources

Letter of Certification/Guarantee (Expats, Non-B-Visa)

[Hotel Name]
[Address 1]
[Address 2]
[Date Today]
[PERSONAL]
[Name of the Royal Thai Consulate-General]

[Address 1 of Thai Embassy/Consulate]
[Address 2 of Thai Embassy/Consulate]
Dear Sir/Madam [Name of the Royal Thai Consulate-General]
Letter of Certification/Guarantee of the [Name of Dproperty]
This is to certify that [Name of property] Co. /Ltd. intends to employ [Name of Management Trainee],
[Citizenship] nationality worker, holding passport No. [Passport Number], in the position as
Management Trainee from [dd/mm/yy] until [dd/mm/yy] employment shall be contingent upon
having been given the relevant approval from the Labour Department.
Under the Alien Employment Act of Thailand, the applicant, in the case [Name of Management
Trainee] should essentially enter Thailand on [dd/mm/yy] with a Multiple-Entry, non-immigrant visa B.
Your cooperation in issuing his/her requested visa would be highly appreciated.
Yours faithfully
[Name of property]
[Name of General Manager/Owner]

[Position]
Human Resources

Letter of Promotion (Internal)
To: All Management

From: Human Resource Manager / Assistant Human Resource Manager
Cc: GM/ Owners Representative/Owner
Subject: Promotion of [Name of employee]
Date: [dd/mm/yy]
Dear [Name of employee]
Letter of Promotion
Please join me in congratulation [Name of employee] to his/her promotion. His/Her new title effective
as of [dd/mm/yy] is [Name of new position].
I would like to take this opportunity to thank [Name of employee] for his/her very good attitude,
quality of work and diligence.
Thank you and best regards
Yours sincerely
[Name]
[Position/Department]
Human Resources

Letter of Management Trainee Certification

[Hotel Name]
[Address 1]
[Address 2]
[Date Today]
[PERSONAL]
[Name of Recipient/Company]
[Address 1]
[Address 2]
To whom it may concern
Letter of Management/Trainee Certification
This letter serves as a recommendation on behalf of [name of trainee] who completed a [number of month(s)]-
month Management Internship at our resort.
His/Her Internship started [dd/mm/yy] and finished [dd/mm/yy]. During this time [name of trainee] spent about an
equal amount of time in the [name of department] Department as a Management Trainee.
[Name of property] is a [deluxe/luxury/first-class, etc.] [boutique/city/Grand, etc.] [Hotel/Resort] comprised of

[Number of rooms] rooms, spa (if applicable), [other facilities such as; meeting rooms, business centre, golf
course, etc.] and [number of restaurant outlets and bars] [fine dining/contemporary/type of cuisine/first-class,
etc.] dining outlets, located on [Name of location/Road], in [Name of City], [Name of Country]. Our customers
are mainly [Nationalities] and [Nationalities] nationals and their level of expectation is very high, expecting only
the finest service that a [Hotel/Resort] can supply.
[Name of trainee] integrated her/himself very well in our team and within a very short period of time became a
respected and valued member of his/her assigned team. Even mannered and dependable as well as a quick
learner best describe [Attributes of the management trainees]
He/she performed all of his/her assigned duties to our fullest satisfaction and very much exceeded our
expectations. We would like to specially mention that [name of trainee] received many positive guest comments.
We would like to mention that [name of trainee] is a very mature person that can work very well with a minimal
amount of supervision and he/she was able to bear a lot of responsibility, indeed we often forgot that she was an
internship student.
All of us at [Name of property] can only but recommend [name of trainee] and wish him/her the best of success
in his/her future personal and career endeavours. We are certain that he/she will add value to any employer that
chooses to engage him/her.
Should you have any further questions please do not hesitate and contact us directly.
Yours faithfully
[Name of property]
[Name]
[Position]
Human Resources

Letter of Salary Reference
[Hotel Name]
[Address 1]
[Address 2]
[Date Today]
[PERSONAL]
[Name of Recipient/Company]
[Address 1]
[Address 2]
To whom it may concern
Letter of Salary Reference
[Name of property] is a [deluxe/luxury/first-class, etc.] [Boutique/city/Grand, etc.]

[Hotel/Resort] comprised of [Number of rooms] rooms, spa (if applicable), [other facilities
such as; meeting rooms, business centre, golf course, etc.] and [number of restaurant outlets
and bars] [fine dining/contemporary/type of cuisine/first-class, etc.] dining outlets, located
on [Name of location/Road], in [Name of City], [Name of Country].
This shall serve as a certificate on behalf of [Name of property] for [Name of employee],
who has worked in the position of [name of position] from [dd/mm/yy] until to date and
his/her current salary inclusive of service charge is THB [amount].
If you have any further inquiries please do not hesitate and contact me personally.
Yours faithfully
[Name of property]
[Name]
[Position]

SOP - Human Resource Management

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Human Resources

Standard Operating Procedure

Hotels & Resorts Human Resources SOP Index

1. CO-HR-SOP-001 Soliciting Applications for Employment

14. CO-HR-SOP-014 Induction Procedures

19. CO-HR-SOP-018 Associate Awards

Standard Operating Procedure

Hotels & Resorts Human Resources SOP Index

Human Resources Standard Letters

30. CO-HR-LTR-001 Letter of Management Trainee Internship (Domestic Universities)

Human Resources Standard Forms

36. CO-HR-FR-001 Contract - Sample

Standard Operating Procedure

Soliciting Applications for Employment

Standard Operating Procedure

Standard Operating Procedure

Filing of Applications and CVs

Standard Operating Procedure

Standard Operating Procedure

4. Curriculum Vitae and applicants will be reviewed then contacted by telephone.

5. First interview time will be arranged.

8. Complete interview assessment form.

10. After second interview discuss applicant with Department Head.

11. If Department Head wishes to employ complete verbal reference check.

12. Advise Department Head of result of the verbal reference check.

13. Advise applicant of outcome as soon as possible.

Standard Operating Procedure

Pre-Selecting of Applicants prior to an Interview

4. If appropriate arrange a time for interview, giving directions/instructions on where to come.

Standard Operating Procedure

Re-employment of former Associates

Standard Operating Procedure

2. Check through the interview schedule record for an appropriate time.

5. Write down the candidates telephone contact number for reference.

6. If necessary give proper direction/information to come to the hotel.

9. Greet applicant in reception as soon as they arrive introducing yourself to them.

Standard Operating Procedure

3. Ask open questions (No yes or no questions).

a) Why the person wants the position

5. Inform the person of:

a) Hours of work/Housing/Transportation etc

Standard Operating Procedure

Requesting of Verbal References

The standard verbal reference check is conducted as the following:

3. Telephone Supervisor/Manager of the most recent place of employment.

4. Question the basis of the attached verbal reference form.

5. Thank them and explain all references are kept confidential.

Standard Operating Procedure

6. Up to seven days accommodation will be provided to the associate before permanent

7. Meals will be provided following the established policy by management.

Standard Operating Procedure

Process for the Non-Immigrant B Visa

5. Work permit of Associate is kept at the HUMAN RESOURCES Department.

4. Update the data of the new Associate in Associate file list.

Standard Operating Procedure

Registering of New Employees in the Personnel Record

3. Complete index card for alphabetical listing.

4. Date of birthday to be put on Associate Newsletter Birthday list.

6. Write associate name, start date, position on new start list.

a. Signed acceptance of Associate Contract

Standard Operating Procedure

Assigning of Associate Housing

Building A Management level

Standard Operating Procedure

All committee are elected by associates

Signature: _ Signature: _

Signature: _ Signature: _

Associate Name: _ Surname: _____

Position: _______ Department:

Associate No. : ___ Present Salary: _

SCORE BY HOD : ___ SCORE AFTER EVALUIATED : _

Name : _ Name : _

Signature : Signature :