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Our Family Handbook A Guide for New Team Member [hotel name]

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Welcome to our Growing Family Welcome to Carlson Rezidor Hotel Group, the place to Make Your Mark! I am delighted to you welcome you to the [insert hotel name], which is part of our growing Asia Pacific family. As one of the largest and fastest growing hospitality companies in the world, we have many opportunities for agile, enterprising and driven individuals who are keen on adding surprise and delight to our guest experience. Here, we empower you to Make it Happen. It is an exciting time to be part of our family, as we are quickly growing in Asia Pacific. We have a powerful set of global brands that we are bringing to new cities and countries across Asia Pacific, and with it we are also investing in building the capability of our people through various learning and development programs. This journey is a dynamic and exciting one. Make it Yours. While our company is growing throughout the world, we are still small enough to be personable. As a company built on a strong foundation of family values, we value every individual and tap on our greater collective strength. Here, we Make it Together. I look forward to seeing you in one of my visits to the [insert hotel name] in the future. Warm Regards, Simon Barlow President, Asia Pacific Carlson Rezidor Hotel Group

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Here, Your Make Your Mark Journey Begins I am delighted to you welcome you to the [hotel name]. You have joined a hotel, a company and a family that is passionate about what we do. We are in the business of providing service, but not just any kind of service. We aim to specialise in providing the highest level of professional hospitality to all the people who visit or stay with us. The key to our success and prosperity is not the physical building and everything that is in it, but it is our people – our well trained, enthusiastic, well presented, eager-to-assist employees. Here, we make it happen. The Hotel and our Leadership Team are committed to creating a great place for great people to do great work. As such we will provide you with all the tools, training, help and support you need to excel at your work and to develop your career. Here, we help you to make it yours. To be successful in our business objectives, we must all work together as a team and strive to be the very best at what we do; by our attention to every detail, no matter how small it may seem. Here, we make it together. We encourage you to play an active part in the continuing growth of our Hotel and your ideas, views and expertise are welcomed and appreciated. I look forward in getting to know you and to working with you. I especially look forward to watching and assisting your career growth with the [insert hotel name]. Warm regards [name] General Manager

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Table of Contents Welcome to our Growing Family. ...................................................................................... 2 Here, Your Make Your Mark Journey Begins. ................................................................... 3 Our Global Family............................................................................................................... 5 Our Family Tree ...................................................................................................................................... 5 Carlson Credo and Values ...................................................................................................................... 6 Ambition 2015 ......................................................................................................................................... 7 Vision 20/20 ............................................................................................................................................ 7

Our Family of Brands ......................................................................................................... 8 Radisson Blu ...................................................................................................................... 9 Your Inheritance (example from Radisson Blu Plaza Sydney) ......................................... 9 Our Service Philosophy – Yes I Can! ................................................................................ 9 Hotel Information ...............................................................................................................11 Food & Beverage Facilities ...............................................................................................12 Who is who - Hotel Management Team ............................................................................13 Style Guide.........................................................................................................................14 Checking In – Your Entitlement as Our Family Member ................................................16 Carlson Hotels Employee Rates .......................................................................................................... .16 Friends and Family Rates ..................................................................................................................... 16 Food & Beverage Discounts ................................................................................................................. 16 Family Meetings .................................................................................................................................... 16 Social Club ............................................................................................................................................ 16 Employee Referral Program ................................................................................................................. 16 Club Carlson ......................................................................................................................................... 17 Dining Room ......................................................................................................................................... 17

Our Family Wall of Fame ...................................................................................................18 Make Your Mark Employee of the Month.............................................................................................. 18 Grooming Awards ................................................................................................................................. 19 Manager of the Quarter ......................................................................................................................... 19 Make Your Mark Employee and Manager Of The Year........................................................................ 19

Visit our Reading Room ....................................................................................................20 Learning Opportunities .......................................................................................................................... 20 Promotions within the Hotel .................................................................................................................. 20 Internal transfers ................................................................................................................................... 20

House Rules.......................................................................................................................21 Health and Safety ..............................................................................................................26 Resolving Problems ..........................................................................................................29 Notes ..................................................................................................................................30 Declaration .........................................................................................................................31

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Our Global Family Carlson Rezidor Hotel Group is part of Carlson Inc., a family-owned hospitality and travel company operating some of the world's most recognizable brands: Radisson Blu, Radisson, Park Plaza, Park Inn by Radisson, Country Inns and Suites by Carlson, Hotel Missoni, TGI Fridays, and Carlson Wagonlit Travel. With more than 1,300 hotels, 900 restaurants, and the world's premier business travel management company, Carlson is a global leader in the hospitality and travel industries. Globally, the Carlson Rezidor Hotel Group comprises over 80,000 passionate hospitality professionals, spanning more than 80 countries. In the Asia Pacific region, we are one of the fastest growing hotel management companies, offering exciting hospitality careers in more than 90 hotels across 11 countries. By 2015 we will have more than 130 hotels in our region. We are proud of our dynamic and enterprising team players, you have now joined our family and we are looking forward to you growing with us. To read more about Carlson Inc., our parent company, please visit www.carlson.com

Our Family Tree

In 1938, armed with an idea and a USD55 loan, Curtis L. Carlson founded the Gold Bond Stamp Company in his hometown of Minneapolis, Minnesota. At that time, the concept of loyalty stamp in the retail industry was unheard of. Curtis Carlson made it happen.

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In the 1960s the company began diversification into hotel, travel and other related industries. The Gold Bond Stamp Company changed its name to Carlson Companies in 1973 to reflect the changing nature of its core business. In just 75 years, Curtis Carlson’s dream and determination to make it happen has grown into an international travel and hospitality magnate, operating thousands of hotels, hundreds of restaurants, and the world's leading business travel management company. Welcome on board, you are now part of this enterprising journey!

Carlson Credo and Values Carlson has always been driven by and rooted in a strong set of values exemplifying the bold, entrepreneurial spirit and high quality standards embodied by our founder, Curtis L. Carlson, who left us the Carlson Credo. Whatever you do, do with Integrity. Wherever you go, go as a Leader. Whomever you serve, serve with Caring. Whenever you dream, dream with your All. And never, ever give up In living the Credo in our daily lives, we are guided by seven values: Integrity Employing the highest ethical standards, demonstrating honesty, respect and open communication. Innovation Approaching new challenges with diversity of thought, creativity, resourcefulness and agility, and reacting quickly and effectively to provide innovative solutions. Customer focus Dedicating ourselves to delivering experiences that delight our customers. C-factor Daring to be different, in a fun and rewarding way. Accountability Delivering on our performance commitments and taking responsibility for our actions and our own situation. Responsibility Ensuring that our actions deliver returns for our stakeholders while ensuring benefit to our employees, customers, owners, business partners and suppliers, as well as the environment and the communities in which we operate. Empowerment Encouraging our people to take initiative and do what is right.

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Ambition 2015 We want to be the number one hospitality and travel company to work for; we want our brands to lead their segments; and we want to be the number one hospitality and travel company to invest with. This is our ambition – this is Ambition 2015.

Vision 20/20 As we are entering the fourth year of Ambition 2015, the company has already started transitioning into a longer-term vision, called Vision 20/20, which focuses on HOW we achieve great results, that is through fostering a culture of SERVICE, COLLABORATION and INNOVATION to deliver great results!

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Our Family of Brands Radisson Blu is a first class full service hotel brand differentiated by our 100% Guest Satisfaction Guarantee and the Yes I Can! spirit of service. Our iconic buildings and individual interiors offer an inviting, exciting ambiance and a holistic hospitality experience for today’s discerning traveler. Flagship properties are in prime locations, including major cities, airport gateways and leisure destinations around the world. Radisson Blu Hotels & Resorts currently operates more than 230 hotels worldwide, with another 51 projects under development. www.radissonblu.com Radisson is one of the world’s leading brands. Our “World of Radisson” services and amenities were created to serve the needs of the modern traveler. We pride ourselves on delivering vibrant, contemporary and engaging hospitality characterized by the Yes I Can! service philosophy. Radisson currently has more than 170 properties in operation and development. www.radisson.com A full-service, upper mid-scale hotel brand for business and leisure travelers, each Park Plaza hotel reflects the unique energy and style of its locale. Our team delivers smart and spirited service, and delight in finding new ways to show our appreciation to guests. Park Plaza currently operates 42 hotels worldwide, with a further 22 under development. www.parkplaza.com Park Inn by Radisson is an energetic hotel brand with unexpected touches of iconic contemporary design. We focus on what really matters: a good comfortable bed in a clean and safe environment. From check-in to the moment of departure and every touch point in between, the Park Inn by Radisson experience is committed to being friendly, efficient, uncomplicated and hassle-free. Park Inn by Radisson has more than 120 hotels in operation globally and 52 hotels in the pipeline. www.parkinn.com Country Inns & Suites By Carlson is a leading mid-market brand. Welcoming and genuine, we offer a caring, consistent and comfortable hospitality experience, delivered with a touch of home, through our “Be Our Guest” service philosophy. Country Inns & Suites currently operates 483 hotels worldwide, with another 43 properties under development. www.countryinns.com Hotel Missoni is an exclusive, luxury hotel brand developed in partnership with the iconic Italian fashion house of the same name. We combine stylish, intimate, contemporary, and eclectic design with the best bars and restaurants create a truly unique luxury hospitality experience. Hotel Missoni plans to expand its footprint strategically into some of the most sought-after and glamorous locations in the world. www.hotelmissoni.com

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Radisson Blu The Beginning of a Legend The name Radisson comes from the famous French Explorer, Pierre Esprit Radisson, who visited and documented many parts of Upper Midwest USA and Canada during the 17th Century. This pioneering spirit and bold innovation lives on in today's Radisson group of companies. The first Radisson Hotel was built in 1909 in Minneapolis, Minnesota by Chicago heiress Edna Dickerson for US$1.5 million. Rooms sold for US$1.50 per room, or US$2.50 for rooms with a bath. Curt Carlson acquired an interest in this hotel in 1960 when he and a group of investors from Minneapolis purchased the hotel. In 1962 Carlson became the sole owner. The original hotel was demolished in 1983. In 1987, Carlson Companies built the flagship Radisson Blu Plaza Hotel and Plaza VII office complex on the site of the original hotel. By the early 1970's there were 25 Hotels, Inns and Resorts, and today there are more than 400 Radisson Hotels, Inns and Resorts operating around the world.

Your Inheritance (example from Radisson Blu Plaza Sydney) The Radisson Blu Plaza Hotel Sydney is the flagship property for Asia Pacific, equipped with 362 rooms and suites, high speed internet, room service, pool, business class lounge, health club, banquet facilities and three restaurants. The cost of building the Hotel was $150 million back in 2000 and occupies a landmark position situated in the Sydney CBD with 75 of Australia’s top 500 companies located within walking distance. The hotel is housed within the envelope of a National Trust-listed building. The façade is a superb sandstone structure dating back to 1856 and was the headquarters of John Fairfax newspapers and then the Bank of NSW – now known as Westpac. The site of the Radisson Blu Plaza Hotel Sydney was home to Australia’s oldest surviving newspaper, the Sydney Morning Herald from 1856 to 1955. Newspapers were still printed in the building until the 1950s. Sir Warwick Fairfax’s private office has been restored, as has the original Fairfax boardroom. Sir Warwick Fairfax’s private lift has been restored and one can access the lift cage. The façade itself has been restored to its former glory – gleaming Hawkesbury sandstone and while the interior has been completely gutted and modernized, important architectural features have been retained. In 1955 the Bank of NSW, now known as Westpac, leased the building and the wall of the original bank vault remains intact and is now guarding the kitchen.

Our Service Philosophy – Yes I Can! Yes I Can! is our company wide service philosophy. It’s the heart and soul of our business • It’s what we say • It’s what we do • It’s who we are

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We create 100% guest satisfaction by providing ‘Yes I Can!’ genuine hospitality and by exceeding guest expectations. If a guest isn’t satisfied with something, they should let one of our staff know during their stay and we’ll make it right - or they won’t pay. That’s guaranteed. You will participate in this exciting program that will provide you with the skills to exceed our guests’ expectations.

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Hotel Information Hotel Name [brief hotel information] Address [input hotel address]

Phone: [input hotel phone number] Fax: [input hotel fax] Website: [input website address]

Accommodation – [brief summary of rooms] The room division is: • [input number]Standard • [input number] Delux • [input number] Business • [input number] Suites

In room facilities

• • • • • • •

[Room amenities] [Room amenities] [Room amenities] [Room amenities] [Room amenities] [Room amenities] [Room amenities]

Hotel Facilities

• • • •

[Name of hotel restaurant] [Name of hotel bar] [Name of spa] [Name the hotel facilities]

Hotel Services • • • •

Dry cleaning Laundry Facilities Free Wi-Fi throughout the hotel Computer corner in the Lobby [Input your hotel’s services]

Smoking Regulations [Input information about where smoking is allowed for the guests]

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Food & Beverage Facilities Input name of restaurant [Input brief description of the restaurant(s)]

[Input buffet breakfast cost and operating hours]

[Input lunch and dinner operating hours]

Input name of restaurant [Input brief description of the restaurant(s)]

[Input buffet breakfast cost and operating hours]

[Input lunch and dinner operating hours]

Input name of bar [Input information about the bar]

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Who is Who – Hotel Management Team

Name Position Name Position

Name Position

Name Position

Name Position

Name Position Name Position

Name Position

Name Position Name Position

Name Position

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Style Guide You only get one chance to make a good first impression! Our image and how we present ourselves to our guests is naturally very important as this reflects the image of the hotel. Looking good and having pride in our appearance also helps us feel good and build our self-confidence. Remember, as the famous hairdresser Vidal Sassoon once said – “If you don’t look good, we don’t look good”! To meet the industry standard required for 5 star hotels and to comply with Work Place Health & Safety Regulations, please follow the guidelines set out below.

Hair

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Must be off the face and styled neatly at all times. Hair colour should be natural colours and one consistent colour (except in the case of standard streaks of foils). Men Must be above the collar conservatively styled & well groomed. Side burns must not extend below the middle of the ear.

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Women Short hair is to be neatly cut, styled & groomed. Long hair is to be tied back. Hair accessories must be plain clips or hair bands coloured black or brown.

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Footwear • • • • • •

Uniformed Staff Plain black/brown polishable shoes. Black socks or for females skin toned stockings. Enclosed toe shoes with minimal cosmetic stitching. Non-slip rubber sole. Non-uniformed Staff Well polished leather shoes. Footwear should be of a professional image that matches your attire.

Jewellery • • • • • •

Earrings – one pair of studs or sleepers for females only. Body piercing – not permitted to wear at the workplace. Tattoos – all tattoos must be covered by your uniform Wrist jewellery – One watch may be worn. Neck chains – one chain only (gold or silver). All jewellery should be tasteful, well maintained and kept to a minimum.

Facial Hair • • •

All men are required to be cleanly shaven at all times. Moustaches are to be kept neatly trimmed. If you wish to grow facial hair this must be done while on vacation or during non-working

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Style Guide Make-up All make up should be kept to a minimal and carefully applied to enhance a professional image. Careful application of subtle tones that display a natural, polished look that lasts through your shift are encouraged.

Uniforms Uniforms supplied by the [insert hotel name] are to be laundered and, if necessary, repaired/altered on the premises and must not be taken or worn outside of the hotel unless authorised in an emergency by your Department Head/Supervisor. Employees who are not provided with a uniform are reminded that they too reflect the image of the [insert hotel name] and it is just as important for them to be well groomed and professional in appearance. It is essential that professional, tailored attire be worn on duty and whilst in guest service areas of the hotel, jackets must be worn and buttoned up.

Change Rooms Staff change rooms have been made available to you, which include toilets, showers and lockers. Please ensure you keep the change rooms clean and tidy. Please secure all your personal items in your locker - do not leave any personal items on the top or outside of the lockers. Do not leave hangars, uniforms or towels lying around in the change rooms, these should be returned to Housekeeping. Remember, [insert hotel name] accepts no responsibility for items left in the change rooms whether inside or outside of a locker.

Name Badges A $10.00 replacement fee applies if you lose or damage your name badge. A $5.00 replacement fee applies if you lose or damage your Yes I Can! Badge. Name badges are to be returned to Human Resources on termination of employment. No other badges, pins or tags (with the exception of Radisson Yes I Can! pins) may be worn without prior approval or as directed by the Management Team.

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Checking In – Family Privileges Carlson Hotels Employee Rates You are able to enjoy Carlson Rezidor hotels worldwide at discounted rates after you have completed a minimum of 90 days of continuous service. • To make the reservation through the brand websites www.radisson.com, www.radissionblu.com, www.countryinns.com, www.parkplaza.com or www.parkinn.com you must indicate the promotion code CAREMPRT. • This employee rate is not transferable and you must occupy at least one of the rooms. You can reserve up to 3 rooms for family traveling with you. • The employee rate can be booked for a maximum of 5 nights in a row per hotel (it is up to the discretion of the General Manager to allow the booking of the rate for a longer period than 5 nights in a row) • Employee rates are subject to availability

Friends and Family Rates We want your friends and family members to also enjoy our hotels worldwide by making the reservation through the brand websites using the promotion code CARLSONF The Friends and Family Rates are only available for personal / leisure stays, not business stays, for a maximum of 5 nights in a row per hotel subject to availability.

Family Meetings

Food & Beverage Discounts You will enjoy a 25% discount (for yourself and 3 family/friends) on food and beverage when dining in [name of restaurant]. To use this benefit, you must obtain an on premise pass from Human Resources and ensure that a booking is made in before you arrive. Bookings are subject to availability and business demands.

Employee Referral Program

We regularly bring all our family members together in an informal meeting to communicate hotel information, achievements and up-coming events. This meeting will be held monthly in [venue], and quarterly in one of our function rooms.

Social Club To make it together, our hotel wouldn’t be the same without afterhours activities and fun for our team. A small, dedicated committee organise a wide range of activities including sporting and social events, movie nights and excursions. The committee is constantly seeking new and innovative ideas so feel free to forward your suggestions to Human Resources.

Earn input sum when you refer a friend who passes the 3 months probation. Get another input sum if your friend stays for at least 6 months.

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Checking In – Family Privileges Club Carlson We encourage you and your family members to sign up as Club Carlson members to access a collection of exceptional benefits, services and privileges at any of our more than 1,000 hotels worldwide including: Radisson Blu, Radisson, Park Plaza, Park Inn by Radisson, and Country Inns & Suites By Carlson Benefits include points for room stays and food and beverage purchase, discount on food and beverage, early check in and late checkout, complimentary room upgrade, online booking points bonus, free award nights and many more! JOIN TODAY

Dining Room You can enjoy one staff meal provided per shift at the low cost of $3.00 per meal during the week and on weekends. After three consecutive and unbroken years of service you will be entitled to free meals during your shift. If you bring your own meals, a fridge, toaster, and microwave are provided for your convenience. All meals must be eaten in the staff dining room. Eating in any other area is prohibited (except when dining in one of our outlets). Our staff cafeteria is open 24 hours. Lunch is served from 11:00am – 2:00pm, and dinner from 5.00pm – 7.00pm.

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Our Family Wall of Fame Big or small, every effort counts. We celebrate when you make a positive impact or achieve extraordinary results. Every day, we surprise and delight our guests and create lasting memories. We help each other achieve this. We work hard together, we have fun together, and we cheer each other on. Workplace camaraderie, and a can-do spirit – that’s our recipe for success.

[insert your own hotel’s employee’s story of recognition here] Tara Gander, 2012 Asia Pacific Employee of the Year – Franchised Hotel “I had very little hotel experience but Carlson Rezidor took a chance on me, supported me through numerous courses and even helped me achieve a professional qualification! Investing in people really happens here!” Tara quickly impressed customers and inspired colleagues with her passion and unwavering customer focus when she joined the company in 2011. In just 12 months, Tara had already won the Best Newcomer Award, the Bravo, and the Highest Club Carlson Enrolment Award! Not one to rest on her laurels, she has since completed several development programs and now holds a Certificate IV in Front Office Management. Today, Tara can be found at our flagship hotel in Australia, where she continues to shine as our Guest Service Representative.

Make Your Mark Employee of the Month We celebrate individual talent and shared success and each month one outstanding employee is awarded the Make Your Mark Employee of the Month Award. To be eligible you must have been employed here for a minimum of six months. A Make Your Mark Employee of the Month sets extraordinary example to all hotel employees by demonstrating the Make Your Mark aspects: “Make it Happen, Make it Yours and Make it Together” in creating meaningful and positive experiences for our guests in accordance with the HEART of Yes I Can! (Host, Engaged, Always, Responsible, Teamwork). You can either be nominated by a colleague or a supervisor.

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Our Family Wall of Fame Grooming Awards First impressions count and we believe in recognising team members who take pride in their appearance and consistently adhere to the Hotel’s Grooming and Uniform Standards. Grooming Awards for both back and front of house team members are presented at our employee monthly meeting.

Manager of the Quarter All Supervisors and Managers have the opportunity to have their excellent performance recognised by the hotel. Each quarter the leadership team vote on a recipient based on their management skills and abilities coupled with their outlets achievements throughout the prior 3 months.

Make Your Mark Employee and Manager Of The Year At the end of each year all prior Make Your Mark Employees of the Month and Managers of the Quarter are eligible for the Make Your Mark Employee of the Year and Manager of the Year Award. The winner is announced at the annual end of year party. They will then become eligible for a possible nomination for the Carlson Rezidor Asia Pacific Regional Make Your Mark Employee of the Year Award and the Carlson Global Employee of the Year Award.

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Visit our Reading Room We are on a learning and development journey together with our people. At [hotel name], our aim is to develop the talent, skills and knowledge of our people in ways that will enrich both the individual as well as the organization.

Learning Opportunities Our business school in Asia Pacific offers more than 80 learning and development programs each year. From functional skills training to advanced supervisory and managerial capabilities, we are serious about developing and nurturing our people. However, we believe that real learning happens in real time. Aside from learning through a formal classroom environment, it takes place at our workplace through daily interactions, by being exposed to new opportunities that may challenge and stretch you but will also grow your capacity as an individual or as a team. Learning also takes place through the formal and informal network of relationships, where people receive mentoring, guidance, coaching and structured feedback. That is why we work hard to create and promote a work environment that fosters learning, risk-taking in a safe environment, and growth opportunities for all employees.

Promotions within the Hotel Whenever possible, we promote current qualified employees after they have completed 3 months of employment before recruiting from outside the company. These positions will be posted on the recruitment notice board, and expressions of interest will be processed through the Human Resources Department.

Internal transfers All current employees should have the opportunity to apply for internal hotel or sister hotel vacancies. Current employees can go to our Career Website to see all current vacancies. Alternatively, recommendations can be sought from Human Resources, Department Heads and General Managers. Applicants for transfer within the hotel or to sister hotels will only be considered after the employee has been in their present position for a minimum period of six (6) months. This restriction can be waived under special circumstances by the General Manager and/or HR Director/Manager.

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House Rules Like any families, we have our own House Rules. It is important that you read and implement them to ensure a harmonious family life. You should sign the following policies separately: • Behaviour and conduct – this policy covers how we behave to ensure our environment is pleasant for all • Harassment - is not tolerated here • Health and Safety – this policy covers how to maintain a healthy and safe environment • Grievance Procedures – what to do if you have a grievance • Disciplinary process – fairness in dealing with discipline

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Lockers The locker is the property of the hotel, so please use it responsibly. Responsible use of the locker includes no stickers/labels, no foreign objects, no smelly items, no perishables. If you lose the locker key, please contact Security to have it replaced at a charge of $10. Unfortunately, if you lose it, you need to pay for the replacement. If you see any damages to the locker, please contact security. The management reserves the right to conduct random locker and bag inspection. We don’t do it often, just keep in mind that we can if we need to.

Wages and Salaries •

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TimeTeq Continuing our previous point under “Wages and Salaries” about TimeTeq, this is an outline of how important it is: • Register with TimeTeg at the beginning of each shift, the beginning and end of breaks, and again at the end of your shift. Every working day. Yes. Without fail. • When you fail to register correctly, your pay may not be accurate because our Payroll Master will pay according to the timings registered in TimeTeq • If you have any difficulties in utilizing the TimeTeq system, speak to your Supervisor immediately so he/she can assist you

All wages and salaries will be transferred electronically to the bank account details you provided to Human Resources. When you change your bank account details, make sure the HR department is informed about it All employees will be paid on weekly basis with the funds being accessible by midnight on a Thursday. That’s Thursday super late night going into Friday. You will receive a payslip detailing your wages, hours worked and deductions. If you find the one-page payslip confusing, please contact the Payroll Officer at the Finance department And remember, use TimeTeq at the start and end of your shifts as well as at the start and end of your meal breaks with military precision so you are accurately paid

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House Rules Superannuation •

The [insert hotel name] contributes to the recognised Superannuation Scheme at the applicable rate. Our default superannuation fund is HOST Plus, however you may use another provider if you wish. Employees may also make voluntary contributions as well; please see Human Resources for further details. If you don’t understand what Superannuation Scheme is, google it!

Attendance and Punctuality •

• • • •

Please arrive at the hotel half an hour before the start of your shift to ensure you have enough time to change into the hotel uniform and ready at the rostered time. You must leave the hotel within half an hour of finishing your shift.

Rosters A work roster is posted before the start of each week, but changes can occur so check it daily You must (obviously!) work when rostered on Special roster requests must be made before the weekly roster is posted If you cannot attend your rostered shift for medical or emergency reasons, be considerate to your colleagues and give as much notice as possible before the start of your shift. An absolute minimum of two (2) hours notice is required Who should you contact for emergency absence from your roster? Your immediate manager or the Duty Manager, who is available 24 hours a day. Leaving a message with Communications or a Colleague does not count.

Overtime •

Employee Access •

Please use the staff entrance on Pitt Street next to the loading dock to enter the building. This door is labeled “staff entrance”, just for you! At no time should you be entering via the front door of the hotel or the loading dock.

There will be times when you will be required to work additional hours, that is, overtime. Please ensure you get prior approval of your Supervisor or Department Head for any upcoming overtime so you are compensated for it. Overtime hours must be noted on your timesheet and be signed off by your Department Head before payment will be made. Overtime will be paid as per the AHA pay rate applicable or as per your employment contract.

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House Rules Meal Breaks •

Meal Breaks are available during your shift dependant upon your contract type and the hours of your shift. You are entitled to a 30 minute unpaid meal break for every five (5) hours of continuous work, however this is not to be taken within the first hour of your shift. You will be notified by your Supervisor or Department Head of the time you are to take your break and every effort possible will be made to allow your break during the meal service periods in the staff canteen.

Smoking Areas •

Smoking is prohibited for employees within and around the Hotel, including at the staff entrance even if out of uniform. Smoking is only permitted in the designated staff smoking area on B1. Those who use it must abide by the Smoking Room Cleaning Roster posted in the area and ensure that you use the bins provided and do not throw your cigarette butts on the ground. Smoking is only permitted during scheduled meal or rest breaks. No dedicated time for “ciggy breaks”, sorry …

Public Holidays • • • •

A full time employee who works on a public holiday will be paid the appropriate hourly rate as per their contract. No further day in lieu applies. Salaried managers should see their relevant Manager to check their entitlements. A regular part time employee is entitled to be paid as above, should their regular workday fall on a public holiday. Should a public holiday fall on a non-working day, no entitlement applies. A casual employee who works on a public holiday shall be paid public holiday penalty rates and no further entitlement applies if you are not rostered to work on a public holiday.

Don’t Spill Family Secrets! • • •

Your conditions of employment are confidential and should not be discussed with anyone other than your Department Head or Supervisor, or the Human Resources Department. The matters of [insert hotel name] are also to be kept confidential, and must not be discussed with persons outside the employ of [insert hotel name]. All employees will be required to complete a Data Privacy Training module via our online training portal - Carlson Learning Network (CLN).

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House Rules

Usage of Hotel Facilities

Gifts •

Our employees are permitted to accept gifts or money, however all amounts of monies received and gifts given must be reported immediately to you supervisor. Not that we want commission from it … it’s just for our records. If you receive a gift you are required to obtain an “off property pass” from the Human Resource Department.

• •

Good news! You can use some hotel facilities while off duties, but you need written approval from Human Resources. Upon arrival, inform the Duty Manager and present your written approval. Please note that you are not allowed to access the back of house areas during this time. The written approval from Human Resources is to be kept with you at all times.

Personal Visitors, Phone Calls, Mobiles and Personal Mail • • • •

Please inform your friends and relatives that personal calls and visitors are not allowed at work. If it is an emergency, tell your Department Head or Supervisor. Any personal calls made to the Hotel will be forwarded to the Human Resources Department or the Duty Manager. Only in an emergency will they be forwarded to you in your Department. Employees are not to have personal mail sent to the Hotel. Mobile telephones are not to be worn whilst on duty, unless issued as part of your position by the [insert hotel name]. o You may retrieve your mobile phone from your locker during scheduled meal breaks to use in the cafeteria. o You are not permitted to use your mobile phone in uniform outside of the hotel during your meal break. o Mobile signal is not available back of house due to the thick walls and basement location, so most employees use a WiFi based App such as Viber or Skype to make calls or text on their break in the cafeteria.

Conflict Of Interest • •

If you or your family has a financial interest in a competing company or one that does business with us, tell your Department Head or Supervisor. Radisson will decide if that interest is harmful to our business, and if so, how to correct the situation. This protects you and Radisson. You must deal fairly with our suppliers and customers, without biases of personal considerations. Depending on your job, you may have to sign an agreement of confidentiality.

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House Rules Leaving our Family – Exit Interviews • • •

• • • •

If you resign, you must notify your Department Head or Supervisor. In proper writing, of course, not via a text message. After that, the Human Resources Department will conduct an Exit Interview with you, or email you an online survey link. Exit Interviews are conducted to help improve employee relationships by asking you what you did and did not like about Radisson. This is an honest feedback session that we take seriously as we want to continuously improve our team members’ employment experience On your last day you will be required to turn in your uniform, name badge, locker key, staff access card/s, and/or any other Radisson property you may have. Your final pay will not be issued until all hotel property is returned. You will be reimbursed the deposit paid at the commencement of your employment for your name badge, locker key, and/or staff access card as part of your final pay, providing that these items have been returned. And lastly, please adhere to the period of notice as stipulated in your employment contract.

After you Leave our Family •

Once you have finished working for the Hotel you require permission to come back on the property. As a guide, for the first three (3) months after termination you should apply for permission through Human Resources. After this time, former employees are welcome on the property providing they do not compromise the guest experience or property security. The Duty Manager is authorised to ensure the highest standards are met at all times.

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Health and Safety

Workplace Safety & Health Committee The WS&H Committee plays an important role within the Hotel to help maintain a safe working environment for all employees. The WS&H Committee consists of staff members from all departments. The committee meets once a month. The meetings are used to discuss potential hazards, review any injuries/incidents which have occurred, conduct formal risk assessments on areas deemed high risk and review workplace safety via completion of monthly workplace inspections. All employees are able to and encouraged to support an interest in WS&H and report any WS&H issues to their Head of Department or WS&H representative. All WH&S issues are assessed at the time and their Head of Department will give feedback to the employees.

Lifting and Carrying Care must always be implemented when any lifting and carrying is undertaken to prevent injury and hazards to yourself and other employees. The following outlines/guides for safe lifting: 1. Test the load first, know your weight limits 2. DO NOT attempt to lift material that are too heavy or bulky for you 3. DO NOT over reach to obtain materials 4. Observe the correct techniques when lifting and carrying 5. Use your body weight to support the load 6. When turning, turn the whole body, not just the waist.

Chemicals Before using chemicals consult your supervisor and read the MSDS. All chemicals in the hotel have a MSDS. What is a MSDS? Material Safety Data Sheet An MSDS will tell you exactly what the chemical is, what it is to be used for, First Aid measures, how to safely store the chemicals, who to contact in case of emergency and safe clean up. Where are they kept? Each department has a MSDS folder applicable to chemicals used within that department. You will be shown the location of the folder on your department induction.

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Health and Safety What happens if I have an accident?  

All incidents (including near misses) are to be logged with your Supervisor or Manager at the time of the incident. You are required for all incidents to complete an incident report. These are located in the common drive, or you can get them from your Manager or the Duty Manager. If First Aid treatment is required it must only be administered by a qualified First Aid officer. A listing of first aid officers is on rd the notice board on the 3 level. If your injury requires medical attention, your supervisor or Manager will assist with arranging this. You will have to give the receipts to the HR Department after your medical consultation. Please advise if you do not wish us to advise your family in case you have an accident.

What do I do if I witness a major accident or find someone with an injury? 

Assess the area and ensure that it is safe for you to assist. Prevent further harm by switching off machinery, power or remove the danger (if possible). Do not move the person. Keep the person calm and find out who they are. Seek medical attention by a qualified First Aid Officer. If possible do not leave the injured person on their own. Notify the Duty Manager of the injury. Once injured person is assisted, in the event of a serious injury ensure that the area remains untouched until an inspection occurs.

     

First Aid & Medical Attention  

Coming back to work after an accident

The Hotel is committed to providing a safe and healthy working environment and a structured injury management program to minimize absence from work due to illness and injury. Your Treating Doctor, Manager, Human Resources & Return to Work Coordinator will all work together to assist with your return to work.

Hygiene 

As part of your return to work, with your Doctors recommendation, you may do your normal duties but for shorter hours or perform only certain parts of your normal role or duties of another role. 

Slips and trips Appropriate shoes are to be worn within your department. All spills are to be cleaned up immediately.

Incident Report Template You are to report any near misses or potential hazards to your manager.

It is important that you know the location of your closest first aid box. For injuries which require medical attention, please contact your Supervisor or Manager. Only qualified First Aid Officers are to administer First Aid. A listing of First Aid Officers is located near the first aid kits.

All staff members are reminded of the importance of good personal hygiene, all employees must commence their shift clean and fresh, as body odour can be very offensive and unhygienic. Deodorant must be worn at all times. Employees must avoid wearing excessive and overpowering perfume/cologne. Nails are to be kept clean, well manicured and at a conservative length. Nail polish may be worn in neutral colours and must be kept free of chips. Health regulations prohibit the wearing of nail polish in food handling and preparation areas, therefore nail polish cannot be worn by employees in these areas. Hands must be washed after touching anything unsanitary, eg. Using the toilet, blowing your nose, coughing/sneezing and cleaning unsanitary items such as toilets, floors and ashtrays.

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Health and Safety – Emergency Procedure General In the event of an emergency call [input

number] to be connected directly to the Security department. Simply state:  Your name  Department  Your location  The nature of the emergency  Who needs to be notified The Security Officer will contact the appropriate people for you. In any emergency remember that your safety and that of our guests is the prime importance.

Fire Evacuation When the Alert Alarm sounds all employees are proceed to their general workstations, room attendants are to place trolley’s into vacant rooms, and wait further instructions. Safety Officers are to proceed to the fire control room, located in the loading dock. When the Evacuation Alarm is sounded, if the area is clear of flame and smoke, make your way to the nearest fire exit and proceed to the ASSEMBLY AREA. At all times direct guests to the fire exits and assist them out of the building. Before opening any door, feel the door with the back of your hand and determine that it is cool. If the door is the slightest bit warm DO NOT OPEN IT.

What if I discover a fire? 1.

Notify the Switch board operator – DIAL [input number]. Tell the operator:  Name and department  Location of the fire  Type of fire (wood, electrical, oil)  If there are any injured people

2.

Alert others in the immediate area of the fire. Do not panic or shout FIRE! If you are in no immediate danger AND if you feel that you can contain the fire, attempt to put out the fire with the relevant fire fighting equipment.

3.

If you are in danger isolate the fire by shutting doors and windows and GO DOWN the fire exit to the assembly area.

4.

If you are on the car park GO DOWN to the ground level via the fire exit and then proceed to the assembly area. DO NOT USE THE LIFTS

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Resolving Problems Employee Grievance Policy The Hotel recognizes that in an organization as large as ibis Singapore on Bencoolen, it is possible that employees will have a grievance from time to time. If allowed to remain unresolved, grievances can seriously affect the working relationship between you and your supervisor or colleagues, and detract from the quality of your performance. The hotel believes that all grievances can be resolved amicably. If at any time you feel that you have been unfairly treated and there is a conflict in your employment relationship, you should follow the steps below: 1.

Within three days informally discuss the problem with your Supervisor. Your Supervisor/ Manager will treat the matter confidentially and maintain fairness in judgment. If the matter is not settled satisfactorily, refer the issue to the Head of Department, who will attempt to resolve the matter. If no agreement is reached, or you feel that you are unable to talk to your Supervisor/ Head of Department, consult the Human Resources Department. If the matter remains unresolved, the parties shall refer the matter to the General Manager.

2. 3. 4.

Harassment Accor strives to maintain an environment where all our customers, employees and contractors are free from harassment. Management will not tolerate harassment of any type. Harassment can include unsolicited verbal or written comments or physical behaviour related to a person’s race, national origin, sex, age, colour, appearance, religion, sexual preference, marital status or disability. Sexual harassment, which is unwelcome sexual advances or other unwelcome and uninvited sexual behaviour is also prohibited. In general, harassment is any form of behaviour that is not wanted and:  

Humiliated you, or Embarrassed you, or

 

Offends you, or Intimidates you

What should you do if you are harassed? Don’t ignore it– silence gives the impression that harassment is okay. The first thing to do is to discuss it with the person concerned. Let them know their behaviour is unacceptable and ask them to stop. If you don’t get results or feel comfortable talking to the person, it is the entitlement of any employee who is subject to harassment to report such incident directly to his/her Head of Department or the Human Resources Department. An investigation of the alleged harassment will be conducted, and if warranted, appropriate corrective action will be taken. However, no disciplinary action will be taking without a thorough investigation of the facts, including a statement from the employee. Any kind of harassment is serious and illegal. People who harass customers, co-workers and contractors can:   

Be issued a warning Be terminated Be fined

 

Be demoted Be prosecuted in court

Notes

Conclusion – A workplace free of harassment on the basis of sex, national origin, race, religion, marital status, sexual preference, political conviction, physical or intellectual impairment will be maintained.

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Notes

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Declaration I hereby certify that I have read and fully understood the contents of the [insert hotel name] Employee Handbook and agree to abide by all the terms and conditions outlined therein. I understand that it is my responsibility to ask for clarification of any policies, procedures, rules, regulations or benefits I do not understand. I understand if I breach any Hotel or Department rule, regulation, policy or procedure I will be subject to disciplinary action, and it may result in a loss of privileges or benefits, or may result in my immediate dismissal. I understand the information contained within this Employee Handbook will be continuously updated, and I will update my handbook on a regular basis.

EMPLOYEE NAME: (Print Block Letter) EMPLOYEE SIGNATURE:

DATE:

RECEIVED BY:

DATE:

This form must be returned to the Human Resources Department immediately after signing.

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