SHANGRI-LA PAZHOUHUMAN RESOURCES POLICY & PROCEDURE MANUALSUBJECT Grievance Policy 员工投诉政策PREPARED BY:FRANK ZHANGREVIEWED BY:N/ADATE PREPARED:Sept. 01, 2006EFFECTIVE DATE:Nov. 01, 2006 APPROVED BY:ROBERT A. BORMESPOLICY NO.:HR / P / 029DISTRIBUTION:DIVISION HEADSPAGE NO.:1 OF 1Purpose- To ensure that all employees are given a fair chance to discuss their grievances, and have the right to appeal to a more senior manager.确保所有的员工都有公平的机会讨论他们的不满，并有权利向更高级别的管理者投诉。- To ensure that all grievances are settled as quickly as possible, and as near as possible to the point of origin. 确保所有的员工投诉都尽可能快地在尽可能小的范围内得到妥善解决。Policy1. When the employee is disgruntled, or has query or feeling of uncertainty, they may raise their complaints to their Department Head. The Department Head concerned must handle the situation immediately and resolve it to the satisfaction of the staff.当员工不满或存有质疑，他们可以向部门经理提出。部门经理必须立即着手处理并解决，使员工满意。2. It is encouraged that all Department Heads to resolve their own problem within their departments.酒店鼓励部门经理在本部门内部解决自己的问题。Employment Procedures1. Basically the procedure contains four levels of appeal:基本上有四步解决程序： Immediate supervisor 直接上级 Department Head 部门经理 Human Resources Director 人力资源部总监 General Manager 总经理2. In this situation, the management representative is required to respond to the grievance of the staff within 48 hours at the first three levels.在这种情况下，前三步都需要有相应的管理人员在员工投诉的48小时内回馈员工。3. The General Mangers decision will be the final one.总经理的决定是最终决定。