GM’s Welcome Message
Dear colleague,
It is with great pleasure that I welcome you to Holiday Inn & Staybridge Suites Dubai Business Bay. As the General Manager, I am excited to have you join our team and contribute to delivering True Hospitality to our guests, our colleagues and our owners.
We understand that starting a new job, whether in a new or familiar city can be both exciting and overwhelming, but please know that we are here to support you every step of the way and ensure you have a great start with us.
As a Company, we share a common purpose of delivering great service, and are guided by our company values; Do The Right Thing, Show We Care, Aim Higher, Celebrate Di erence and Work Better Together. We believe that our success will be defined by every colleague embodying these qualities.
As you settle into your new role, I encourage you to be open minded. Take the opportunity of all the learning available to you, ask questions, share your ideas, and get to know your colleagues. We believe that collaboration and open communication are essential to achieving our goals and creating a positive work environment, as well as a great hotel that delivers our shared purpose of True Hospitality.
Again, welcome to the team! We are thrilled to have you on board and look forward to working with you.
Best regards,
BRUNO HIVON General Manager
Brief History of the UAE
The United Arab Emirates (also known as the UAE or The Emirates) is a Middle Eastern country situated in the southeast of the Arabian Peninsula in Southwest Asia on the Persian Gulf. It was established on 2 December 1971 and comprises of seven emirates: Abu Dhabi, Ajman, Dubai, Fujairah, Ras al-Khaimah, Sharjah, and Umm al-Quwain.
Before 1971, they were known as the Trucial States, in reference to a nineteenth-century truce between Britain and several Arab Sheikhs. The name Pirate Coast has also been used in reference to the area’s emirates in the 17th to early 19th century, as raiders that were based there harassed the shipping industry despite both European and Omani navies patrolling the area.
During the 19th and early 20th century’s, the pearling industry thrived in the relative calm at sea, providing both income
and employment to people of the Persian Gulf. The First World War had a severe impact on the pearl fishery, but it was the Great Depression of the late 1920s and early 1930s, coupled with the Japanese invention of the cultured pearl, that all but destroyed it.
Oil was first found in the 1960s, which became critical to the economy; oil exports here rank among the world’s largest, and oil revenues have made the per capita income one of the worlds highest. The flag of UAE was adopted on 2 December, 1971. It contains the Pan Arab Colors Red, Green, White and Black, which symbolize Arab unity.
Culture and Religion
UAE Culture is firmly rooted in the Islamic tradition of Arabia. Islam is more than just a religion; it is a way of life that governs everyday events, from what to wear to what to eat and drink.
However, the UAE is very tolerant and welcoming; Expats are free to practice their own religion, alcohol is served in hotels, and the dress code is relatively liberal.
The rulers are keen to maintain their culture and sporting events, especially those which represent their past, such as falconry, camel racing, and traditional dhow sailing. In an attempt to give the visitors a clearer appreciation of the Emirati way of life, the Sheikh Mohammed Centre for Culture Understanding has been established to help bridge the gap between traditional and contemporary cultures.
Ramadan
Ramadan is the holy month in which Muslims commemorate the revelation of the Holy Quran. It is a time of fasting when Muslims abstain from all food, drinks and cigarettes between dawn and dusk and break the fast with an Iftar feast in the evening.
All non-fasting colleagues are requested to observe, respect, and abide by the following rules and regulations:
Dress code:
Kindly adopt a modest dress code;
. Avoid short skirts/dresses and short pants in public
. Wear proper undergarments in public.
. Avoid tight – fitting or transparent clothing.
Food, drink and smoking: It is recommended to avoid eating, drinking, smoking or chewing gum while you are in public areas during fasting hours.
Working hours during Ramadan are based on government directives
Getting Out and About Transporta -
tion in Dubai
Dubai’s form of transportation includes: a Metro line, Trams, a Bus service, and Taxis.
There are also Water Taxis all governed by the Road and Transport Authority (RTA).
To use the bus, metro, tram or water taxis, purchase a rechargeable NOL Card, which can be refilled at all metro stations and most bus stops. NOL cards can also be used for Parking.
For accurate and updated information regarding Bus / Metro / Water Taxi schedules, routes and prices, you can download the o icial Road and Transport Authority (RTA) mobile app Wojhati.
Metro Operating hours:
Monday to Thursday 05:00 am - 12:00 am Friday 05:00 am - 01:00 am (Next day) Saturday 05:00 am - 12:00 am (Midnight) Sunday 08:00 am -12:00 am (Midnight)
Must Know!
Alcohol Consumption:
Dubai operates a zero tolerance policy to driving under the influence of alcohol, harsh penalties exist if caught. If you drink, do so responsibly!
Currency and credit cards:
The o icial currency of the UAE is the Arab Emirates Dirham and is held constant against the US Dollar at an average of 3.67.
Dress code:
Visitors are free to dress according to their personal choice, however we do insist that our colleagues dress modestly and appropriately, especially in and around places of worship and government run properties.
Languages:
While Arabic is the o icial language, English is widely spoken, especially in business. Given the large size of the expatriate population, several other languages are also used in everyday life.
Photography:
Photography of buildings and sights is acceptable. Local people, especially the women, do not approve of being photographed without their prior permission. In general, it is best to avoid taking photographs (or video footage) of any individuals.
Safety and Security:
Dubai is a very safe city for visitors and residents alike, with minimal chances of untoward events. However, its recommended to be aware of your surrounding.
Historic Places of Interest
The city of Dubai is divided into two halves. The main sightseeing circuit in Dubai is split between Bur Dubai and Deira which lie on opposite sides of the creek, You will have plenty of opportunities for some brilliant views of the city from the water: gleaming skyscrapers on one side, and old trading dhows on the other.
Deira has many attractions including:
Spices Souk Dubai Museum
Gold Souk
Old Souk Bastikia
Modern Dubai
The Palm
The Palm Islands are the largest artificial islands in the world. Built in the shape of a stylized palm tree, they are located on the outskirts of Dubai in the Persian Gulf. They are so large that they are visible to the naked eye from space! The islands include The Palm Jumeirah, The Palm Jebel Ali and the Palm Deira.
Burj Khalifa
The World's tallest building with numerous world records, is a living wonder. A Stunning work of art. An incomparable feat of engineering. Burj Khalifa is not just the world's tallest building, but an unprecedented example of international cooperation, a symbolic beacon of progress, and an emblem of the new, dynamic and prosperous Middle East.
Burj al Arab
The Burj al-Arab, “Tower of the Arabs” is a luxury hotel in Dubai and was briefly marketed as “the world’s first seven-star hotel”. It is the tallest building used exclusively as a hotel. It stands on an artificial island 280 meters (919 ft) out from Jumeirah beach, and is connected to the mainland by a private curving bridge. It is an iconic structure, designed to symbolize Dubai’s urban transformation and to mimic the shape of an Arab dhow.
Shopping
Dubai is a shopper’s paradise! Whether you are looking for gold, electronics, carpets, spices, textiles or more. From the region’s most prestigious malls, haute couture retailers, shopping festivals all year round, to bargain stores all over the city, you are bound to find something to satisfy your shopping therapy.
Major Shopping Malls include:
• Dubai Mall
• Dubai Hills, Dubai Hills Estate
• Dubai Festival City Mall
• Mall of The Emirates
• Mirdif City Center Mall
• Deira City Center Mall
• Burjuman Mall
• IBN Battuta Mall
• Mecarto Mall
Things to do in Dubai
Dubai is an exciting year round destination that o ers unlimited opportunities for rest and recreation, be it a day at the beach, Dessert Safari, a barbeque at the park or just cruising the creek in a wooden dhow, there is always something for everyone. For more on things to do and places to see, visit www.visitdubai.com/en
Driving License
Applying for a Dubai Driver’s License is possible once you receive your Residence visa & Emirates ID. Some Nationals can “Transfer” their drivers’ license without taking a driving test. For other Nationalities, driving lessons and successful passing of RTA test are required to obtain a driver’s license. Visit the Roads & Transport Authorities (RTA) website for more information.
www.rta.ae/wps/portal/rta/ae/home?lang=ar
IHG’s Rich History
InterContinental founded by Pan American Airlines First Hotel to operate in Belem, Brazil
First Holiday Inn opened in Memphis, Tennessee Holiday Inn Express was launched in the USA
First Holiday Inn Express started serving guests. Crowne Plaza was established as a separate brand
The concept of Staybridge Suites was developed and the first hotel opened in USA BASS acquired InterContinental Hotels and Resorts and changed name of division to Bass Hotels & Resorts.
InterContinental Hotels Group formed Acquired Candlewoods Suites brand in Northern America
Brand Hotel Indigo was introduced. Even Hotels and Hualuxe were launched
IHG acquired Kimpton Hotels and Restaurants Group IHG launched Avid Hotels
Regent acquired by IHG and voco Hotels launched Six Senses Resorts & SPAs acquired by IHG
IHG launched AtWell Suites IHG launched Vignette Collection
Iberostar Hotels & Resorts
Garner Hotels
IHG Family of Brands
We have 19 Great brands in our family, including our Award-winning Loyalty Program, spanning 6,000+ Hotels in nearly 100 territories and countries.
From Luxury to Business travelers, to those seeking to enrich their body, mind and soul, there is a brand dedicated to doing just that
IHG Global Leadership
Headquarters in Windsor, UK
Elie was appointed Chief Executive O icer at IHG in July 2023. Prior to this, Elie served as Chief Executive O icer, Americas since February 2015. He joined the Group having spent six years as President and Chief Executive O icer of HMSHost Corporation, where he was also a member of the board of directors. Elie brings a broad global experience spanning hotel development, branding, finance, real estate and operations management as well as food and beverage expertise. Prior to joining IHG, Elie was Senior Advisor with McKinsey & Company from 2012 to 2014.
Kenneth Macpherson
Chief Executive O icer, Europe, Middle East, Asia, & Africa (EMEAA)
Appointed Chief Executive Officer, EMEAA in January 2018.
Kenneth is responsible for the management, growth and profitability of Europe, Middle East, Asia & Africa (EMEAA), the most diverse operating region for IHG Hotels & Resorts. Based in London, Kenneth manages a portfolio of more than 1,000 hotels in some of the world’s most exciting destinations. Kenneth was previously IHG’s CEO for Greater China, a role he held from 2013 to 2017.
IHG Global Leadership
Haitham Mattar
Managing Director, India, Middle East & Africa
Appointed MD – IMEA
April 2021
Haitham is a well-known industry veteran in the IMEA region, with over 25 years of experience in hospitality and tourism and an outstanding network across the industry. In his role he is responsible for driving IHG’s business in the Middle East, Africa and the South West Asia region, covering both development and operations responsibilities across a portfolio of 165 operational hotels and a strong pipeline of over 100 properties, representing IHG’s brands across luxury and lifestyle, premium, essentials and suites collections. www.ihgplc.com/en/home/about-us/our-leadership/our-board
True Hospitality for Good
In a changing and challenging world, we are expected to do more. Having a strong Purtial we have to a ect positive change. True Hospitality for
Striving to make a di erence, every day, to our people, guests and communities, and protecting the beauty of the
True Hospitality connects:
Our Values
Do the right thing
We always do what we believe is right and have the courage and conviction to put it into practice, even when it might be easier not to. We are honest and straightforward and see our decisions through, and we put the health and safety of our guests and colleagues at the forefront of all our actions.
This means
. We keep our promises, and we don’t let people down
. We seek out the facts and trust our judgment
. We take decisions even when they’re di icult
Show we care
We want to be the company that understands people’s needs better than anyone else in our industry. This means being sensitive, compassionate and caring for others, noticing the things that matter and taking responsibility for getting them right.
This means
. We treat people as individuals
. We look and listen for the little things that make a di erence
. We use our experience to find new ways to deliver our guests and each other
Aim higher
As leaders in our industry, we build a talented team who are constantly looking to raise the bar.
This means
. We put our hearts into learning new things . We challenge ourselves and those around us . We always look for ways to improve
Celebrate di erence
Our diverse and inclusive culture is our greatest strenght. We know there’s always more to do to ensure we’re representative of the communities we serve, but that progress starts with our commitment to engaging and listening to diverse perspectives.
This means . We welcome you for who you are
. We listen and are respectful of all cultures and look to learn from others
. We play an active role in the communities in which we operate
Work better together
When we work together as one team, we are at our best. Listening, bringing together di erent ideas and expretise, focused on what we want to achieve.
This means
. We trust and support each other
. We think about what we do and how it might a ect others
. We are clear about what we want to achieve
Our Promise to You
Our primary competitive advantage is the great service delivered by our people – that’s why people come first at IHG.
We create an environment where people can bring their passion and personality to work because we know people perform at their best when they can be themselves and feel valued. This creates a unique and distinctive culture within our hotel and corporate teams that attracts the best people and ensure we develop and retain them.
Our Employer Brand is consistently delivered by our leaders at all levels of the business.
“True
Hospitality at Work”
True Hospitality at Work is brought to life through three supporting pillars we call ‘Rooms’.
These Rooms are IHG’s commitment and promise to all colleagues.
ROOM TO BELONG
We genuinely care for our entire IHG Hotels & Resorts family. We want you to take pride in your work, knowing you’re valued and that your wellbeing matters, too.
In return, you’ll receive the support you need to succeed and be recognised for your hard work. It's important to be open to new ideas, new ways of working, and new experi-
You’re part of a diverse global community, that values di erent perspectives and cultures.
ROOM TO GROW
We seek out opportunities to support growth and raise the bar on performance on every step of your journey.
When you share your talent and ideas, you’ll feel energised and enriched by the support around you.
Being part of our global team means you have the space to learn and grow alongside great colleagues and the opportunity to achieve more than ever.
ROOM TO MAKE A DIFFERENCE
We know there’s more to life than work. We want everyone to have the opportunity to make a di erence in the business, and beyond it – for guests, communities, the environment, and one another.
We’re serious about our commitment to doing business safely and responsibly, as well as the impact we can have in local communities and the wider world.
Delivering a Great Experience
True Hospitality Service Skills
We know that
. Service is the #1 driver of guest satisfaction according to our HeartBeat data
. Great service can turn an ordinary stay into an excellent one
. Driving customer satisfaction will help build brand preference and help us achieve purpose
True Attitude
Being caring and wanting to make a positive di erence
True Confidence
Have the knowledge and skill to perform your role
. We need to enable hotel colleagues to consistently demonstrate and use customer service skill True Responsiveness
True Listening
Understand what guests want and need
Provide what guests need in a timely and caring manner
IHG Leadership Competencies
Being Brand Hearted is an attitude and a commitment that demonstrates the pride we feel about our Brands and the value we place on them. It means that our Brands are at the center of what we do and how we think. It’s important because… being Brand Hearted helps us deliver Great Hotels Guests Love. Brands are all about how people feel and so our Brands will be brought to life through the actions of our people. When we do this together, our Brands become stronger, our guests and owners will prefer them over our competitors and we will win market share
Knowing and feeling confident about what makes us distinctive and what it will take to win in our industry and become one of the world’s greatest companies. Using insights to set direction that is in step with our business plans for our Brands, and sharing this in a way that inspires others. It’s important because… we are more successful when we take time to plan for the future, so that we can create a competitive advantage in the short and long term. We need to be adaptable, anticipating market changes, while keeping in mind our compelling picture of the future (our Vision), as well as our focus on delivering results today.
Leading and inspiring people to make the right change happen. Creating a dynamic culture that embraces progress and helps us manage change successfully. It’s important because… change is a constant in our industry, and it’s an everyday part of our lives. By being equipped for change, we can adapt quickly and maintain our focus on creating Great Hotels Guests Love.
Leading the team to accomplish great things and developing the team’s ability to accomplish even greater things. Creating an environment where people can give their best every day and where people are encouraged to try new things and given support and feedback to improve. Showing a real personal commitment to your own development. It’s important because… when a team is led well it has a huge impact on how the team feels and how the team performs. It takes e ort, but with guidance, practice and feedback, we can all improve our leadership. The best leaders have a genuine interest in their people; they make time to be with them, know what's going on with them, know how they are performing and coach them to improve.
Driving business results in an e ective way, making accountabilities and performance expectations clear and inspiring others to deliver beyond expectations. Takes courageous decisions, working to resolve issues quickly and constructively. It’s important because… everyone needs to be committed to getting great business results and understand what it will take to win now and in the future. We need a high-performance culture, with a bias for action to deliver our Vision and targets. This creates momentum across the organization.
Building collaborative partnerships, relationships and networks to deliver great business outcomes, both inside and outside the organization. Proactively sharing knowledge and ideas across teams, working together e ectively to deliver our Vision. It’s important because… we depend on each other in our matrixed organization to deliver our commitments, and we do this by sharing our skills, knowledge and experience. Through excellent partnerships and by galvanizing the support of others, we are able to meet business challenges and consistently deliver our shared purpose.
Hotel Metrics –Managed Hotels
Our Ambition is to be the # 1 hotel company for guests, owners, and colleagues. To help us achieve that goal we have established the Winning Metrics with hotel specific targets. These metrics are reviewed each year to ensure we are aligned with business demands.
This section provides you with an overview of the 9 metrics and how they are calculated.
HOTEL METRICS 2024
Deliver a great experience for all your guests that encourages guests to return and recommend your hotel to others.
Measured by the percentage of respondents scoring 8, 9 or 10 for the HeartBeat quetion, “How would you rate your overall stay experience at the hotel?”
Deliver a better guest experience than your competitors.
Guest satisfaction index (GSI) compares your hotel’s guest reviews from multiple social media platforms with those of your competitor set.
Build guest loyalty by consistently delivering the IHG One Rewards programme and ensuring all members feel valued.
Measured by the percentage of HeartBeat respondents answering positively to the recognition question.
Increase the loyalty customer base through IHG One Rewards membership and drive loyalty revenue contribution.
Based on the percentage of enrolments your hotel captures of your total enrolment opportunity.
Outperform the competition in RevPAR to deliver higher profits.
Revenue generation index (RGI) compares gross operating.
Profit generation index (PGI) compares gross operating profit per available room (GOPPAR) to competitor set, to help drive profitability that outperforms the competition.
Hotels without a hotstats compset are unable to generate PGI score, and therefore have GOPPAR as their profitability metric instead.
To create a culture of engagement across your hotel by delivering our three room promises: room to belong, room to grow and room to make a di erence.
Measured via the colleague HeartBeat survey.
To reduce your utility costs and carbon emissions, improving profit margins and future-proofing your hotel.
Your hotel must provide complete and verifiable data about monthly energy consumption and reduce energy usage in 2024 by a specified target.
Ensure consistency across all IHG hotels, which increases guest intent to return and keeps our brands competitive.
Your hotel will need to pass its one-time onsite quality evaluation in order to achieve the quality metric.
Journey to Tomorrow
Journey to Tomorrow is a commitment by IHG Hotels & Resorts to deliver a more sustainable hotel business for our people, communities and planet by 2030. From having a positive impact in local communities and building a diverse culture, to reducing energy use, cutting waste and conserving water.
Hotels play a key role in achieving our Journey to Tomorrow ambitions and this is where you come in.
Introducing Journey to Tomorrow
Holiday Inn Brand Promise Service Style
Our Brand Promise
The Brighter Side of Travel
At Holiday Inn, we focus on facilitating the moments that matter most to our guests. Bonding with a coworker over drinks or creating new memories on a family trip - we exist to bring people together with inclusivity and authenticity, making possible real and human connections.
Our Service Style
Making Guests Smile
Our success is measured in the number of smiles we create for our guests every day!
Holiday Inn Brand Hallmarks
A Happy Place for Everyone
Open Lobby Innovation - One Space, Many Possiilities
Open Lobby is more than a hotel bar, restaurant or lounge. It combines hotel public spaces into one open, cohesive space giving guests the option to feel at home, and to eat, relax, work and socialise in a space designed to easily transition from day to night.
Hotel Facilities
Holiday Inn Dubai Business Bay
Holiday Inn
Unique Selling Points
Number of Rooms: 275
3 room categories
(Standard, Premium & One BR Suites)
Standard Rooms (207 Rooms)
Premium Rooms (51 Rooms)
1 BR Suite with Kitchenette (8)
1 BR Suite with Sofabed (6)
3 rooms for people of determination (Rooms 302, 402, 502)
3 Smoking floors (6th, 7th & 8th Floors)
Kids program (Stay & Eat Free)
Staybridge Suites Brand Purpose
Our Brand Promise Break from the Travel Norm SERVICE STYLE: CREATE COMMUNITY
Go Way Beyond Welcome
We deliver more than just a friendly greeting at check-in. We get to know our guests on a personal level, which makes them feel like they belong. We do this by having an attitude that signals our guests can feel free to relax, play or work.
Build Connections
Our guests don’t want to feel isolated when on the road. We enable a sense of community and help guests navigate the possibilities of their stay. We do this by building connections with our guests; enabling connections between our guests and with the local area.
Make Your Mark
We are genuine and authentic, and look for opportunities to make every stay memorale in our own unique way. We do this by creating thoughtful, personalized moments of delight that our guests will never forget.
Our Service Signature
‘Ask Me’
We want all of our guests, from newcomers to familiar faces, to always know that, at Staybridge Suites, they can ask us anything.
This is brought to life through our 'Ask Me' name badges that are personalized with something we're passionate about to help start conversations with guests.
Hotel Facilities Staybridge Suites
Staybridge Suites Unique Selling Points
Number of Studios & Suites: 120
Studios - 60
1 Bedroom Suites - 40
2 Bedroom Suites - 20
Smoking floor – 23rd Floor
2 Accessible Rooms – 2101 & 2201
Fully furnished
Kitchen including: Stove
Microwave
Fridge
Toaster
Washing Machine
Espresso Machine (all Rooms)
The Den
3 days Evening Social
Complimentary Breakfast
24/7 Co ee Machine
Pool & Gym
Complimentary Internet
Meet Your Leadership Team
Bruno Hivon General Manager
Shirley M Director of Human Resources
Zaid Al Khuzouz Director of Finance & Business Support
De Silva Director of Engineering
Sachith Heenatigala Director of IT
Saad Salman Operations Manager
Roshan
Alex Ujerekre
Security Manager
Revenue Manager
Arjun Singh Head Chef
Liza Onabia
Housekeeping Manager
Matthew Richard
Food & Beverage Manager
Leila Asambadze
You as our Guest
Your Benefits
Your salary is as detailed in your Contract of Employment and this will be paid into your local bank account at the end of each month.
Service Charge
All colleagues from job bands 5-10 are entitled to a monthly service charge.
Service charge is based on hotel revenue and will be paid out proportionately along with you monthly salary.
Bank Accounts
On joining, if you do not have a bank account, Human Resources team will guide and assist you to open one.
To open a bank account, you will require a copy of your Residence visa and Emirates ID.
End of Service
The UAE labour law dictates that each colleague leaving the hotel is entitled to an End
of Service Benefit (EOSB) also called gratuity, depending on the type of their contract of employment. Calculation of which is based on the last basic salary as well as number of years in service.
E ective after completion of 1 year of service, gratuity will be computed as below:
. 1 to 5 years service – 21 days per year
. 5 years & above service – 30 days per year
Working Hours
The normal hours of work are 48 hours per week. Due to the nature of hospitality business, you may be required to work as business levels dictate.
Depending on your employment agreement terms you will fall in either of the below categories:
. Operational – work 6 days a week for 8 hours with 1 hour break
. Administrative – work 5 days a week for 10 hours with ½ hour break
. During Ramadan, the ordinary working hours shall be reduced by 2 hours – notification of the same will be shared by Human Resources.
A weekly rota will be shared with you in your respective department.
Attendance & Punctuality
It is your responsibility to ensure that you clock in an out in the attendance biometric system, and are always present at your workstation on time, ready to commence duties.
If unusual circumstances cause you to be late and unable to report to work:
. You must call your supervisor at least 2 hours before your normal reporting time. No texting
. You must provide a valid reason for your absence and state the time you expect to return.
Colleague Dining
The hotel provides all colleagues with duty meals which may be consumed at our colleague dining (during duty hours) in the hotel.
Access to colleague dining is limited to once per meal period.
Colleagues on day o or local leave may continue to eat in the colleague dining, similar to a working day.
Colleagues Lockers
All uniformed colleagues are provided with lockers. Locker rooms are assigned according to gender. Please keep all lockers clean.
To ensure safety, do not put food, flammable materials, illegal substances, soiled clothes, or materials o ensive in nature, in lockers. No stickers, or pictures, are to be pasted inside, or outside, the lockers.
It is forbidden to smoke in the locker rooms. If this policy is not respected, colleagues will be subject to disciplinary action.
As a practice, do not keep precious valuables or excess money in the locker.
Colleagues Recognition Programs
The programme has been developed to recognize and reward colleagues who have gone “The Extra Mile” to contribute to the success of Holiday Inn and Staybridge Suites, Business Bay. Various awards and certificates will be issued to the colleagues for delivering True Hospitality in a creative and thoughtful way to our guests and living the IHG values in their behaviour while at work.
Colleague Communication
We believe in regular communications and updates to all team members in the hotel. As such below are the various mean of communication that will be used in the hotel:
. Orientation program
. Bulletin boards
. Departmental briefings
. Human Resources Open House
. Monthly Meeting with the General Manager
. Monthly Townhall Meetings
. Monthly Welfare committee Meetings
Medical Services & Insurance
If you feel unwell or injured yourself, however minor, please report to the HR O ice for assessment.
According to the UAE labour law, every colleague is entitled to medical insurance. The medical insurance card will be handed out to the colleague once their Emirates ID is processed, shortly after joining.
The medical insurance gives colleagues access to free medical services in designated government health centres. There are certain deductibles and consultation fees that may not be covered by the insurance and you should consult with the HR department to ascertain the hospitals and clinics in the designated network.
Paid Annual Leave
You are entitled to 30 paid vacation days per year of service. It is highly advisable to plan your leave in advance ensure that you have timely periods of rest and recuperation.
Based on your job bands you will be entitled to carry forward only a certain number of leave days to the next calendar year, hence timely planning of leave will avoid your leave from getting forfeited.
Leave applications must be approved by your HOD at least one month before the starting date. This will allow HR and Finance Departments to process your leave and leave payments (if requested) in time for your departure.
Public Holiday
In UAE there are about 15 days public holidays announced during the year, if a colleague is required to work on these days due to operational reasons, they can avail the public holiday as a lieu day within two months of the holiday. Any un availed public holidays over two months will be forfeited.
Sick leave
Sick leave is paid accordance with the UAE Labour Law. Below given is the sick leave entitlement for each colleague in one calendar year:
. 15 days full pay
. 30 days half pay
. 45 days without pay
. Colleagues are entitled for paid sick leave upon completion of Probationary period
. No salary shall be paid for the sick leave if the illness results from the worker’s misconduct.
What you need to do if you are unable to come to work
. Notify your Supervisor / Department Head - if this is not possible contact the Housing Team, Duty Manager or Human Resources Department at least three (3) hours prior to your shift.
. If you are on duty, inform your supervisor and proceed to the sta clinic/HR O ice as required, for advice on local hospitals & pharmacies.
. Advise your Supervisor / Department Head if the Doctor gives you a sick leave in order to arrange a colleague to cover your shift.
. Please note that the hotel and the HR Department are unable to dispense medicine or painkillers. These should be purchased by the colleague at a local pharmacy.
. Unless approval is received in advance of such absence, it will be regarded as un-authorised. Failure to comply with the reporting procedures may lead to disciplinary action.
Important: If your job involves food and beverage handling and you su er from any skin disorder, intestinal infection, vomiting or diarrhoea, you must immediately report this to your Head of Department. Sick leave certificate from a government recognized hospital must be submitted to the Hotel within a maximum of two days.
Notes: If a guest asks to see a doctor, inform the Duty Manager or the Clinic Nurse. They will call the doctor directly and inform the guest that they would be charged for this service.
Maternity Leave
A female worker shall be entitled to a maternity leave of (60) sixty days as follows:
. The first (45) forty-five days with full pay
. The next (15) fifteen days with half pay
Recruitment Policy
It is our policy to recruit the best person possible for the job, irrespective of colour, race, sex or marital status and to encourage promotion from within the hotel and company. Employment of relatives is not permitted, unless preapproved by management and no conflict of interest with the employment terms of the active hotel colleague.
If a colleague resigns, they can reapply for a role with the hotel only after completion of 6 months from date of separation.
Colleague Code of Conduct
Holiday Inn & Staybridge Suites
Dubai Business Bay expects all colleagues to behave professionally and to protect the reputation of the Hotel.
The principles within the Code of Ethics and Business Conduct should be followed at all times.
The Company Corrective Action Policy will be used only when necessary and as a last resort.
Where possible, informal counselling will be used to resolve matters prior to any disciplinary action being taken. It is imperative that the Director of Human Resources is consulted prior to any disciplinary action being undertaken.
The disciplinary procedure will be followed If/when:
. The performance improvement process has failed to produce an acceptable level of work performance; or
. A colleague has engaged in behaviour that is unacceptable or illegal/ misconduct / gross misconduct.
Stages of disciplinary to be followed in case of progressive and repetitious misconduct or lack of performance can range from Verbal warning to Final written warning and even extend to dismissal of employment without notice, depending on the level of misconduct or failure in performance delivery.
Your Home Away from Home
Holiday Inn & Staybridge Suites Dubai Business Bay provides its colleagues with accommodation according to their job bands.
It is the duty of the colleague to maintain and upkeep their accommodation with no damages to the accommodation assets and structure. Colleagues will be held liable for any damages caused by them intentionally to any furniture/fixtures in the room. Accommodation inspection will be conducted by the Human Resources team on a regular basis, the colleagues will be notified in advance for the same.
Visitors in accommodation will be permitted based on prior approvals taken from Human Resources, timing of visit will be restricted to the visiting hours in the policy.
Cleanliness is the responsibility of each colleague to follow “CLEAN AS YOU GO”. If it is a shared accommodation, all colleagues are responsible for cleaning their own room and common areas –kitchen and living room. Cleanliness will be rewarded and those who fall below the standard will be coached upon repeated o ence. To reduce the energy consumption, you are to do whatever is necessary to reduce the cost. Kindly turn of electrical appliances, lights and water taps to conserve energy.
Colleague Transport
Transportation to and from the colleague housing is provided as per the schedule. Transportation schedule is posted in the hotel heart of house, lobby of the housing.
In case you own a vehicle, you can park in the car park area of the colleague housing (at your own risk). Please share your vehicle details with Housing Supervisor/ Manager.
Policies and Procedures
IHG Mandatory Policies
1. IHG All Colleague Acceptable Use Policy
2. IHG Anti-Bribery Policy
3. IHG Code of Conduct
4. IHG Disclosure Procedures Manual
5. IHG Diversity and Inclusion Policy
6. IHG Global Social Media Policy
7. IHG Handling Personal Data Policy
8. IHG Human Rights Policy
9. IHG Respect in the Workplace Policy
For Accommodation Maintenance, Please Scan the QR Code Below:
HI & SBS Policies
1. Grooming Standards
2. Guidelines for Colleagues Access to Hotel Premises
3. Work Related Injuries
4. Colleague Resignation and Exit
5. Annual Leave Policy
6. Time in Lieu and Overtime Policy
7. Corrective Action and Grievance Policy
8. Locker Policy
9. Cross Training Policy
10. Accommodation Rules
11. Accommodation Visitor Policy
12. Accommodation Inspection Guidelines
For All Policies, Please Scan the QR Code Below:
Grooming and Hygiene
Do’s of Grooming
. Hair in a neat ponytail or bun for ladies
. Minimal Jewelry
. Simple Glasses frames
. Light & Natural makeup for ladies
. Closed Shoes, clean and in good condition
. Hair Neat, well-trimmed, cut short, clean, dry and properly gelled for men
. Proper hair nets and caps in the Kitchen
. Facial hair must be clean shaven daily
. Tattoos must be covered by uniform while on duty
. Hotel Pin & Name Badge must be worn in guest areas
. Well-manicured nails, trans parent, neutral or dark red nail polish for ladies
Do’s of Hygiene
. Shower
. Brush teeth
. Use mouth freshener after smoking
. Use deodorants or anti-perspirant
. Wash / sanitize your hands regularly
. Shave or remove facial hair daily
Don’ts of Grooming
. Avoid Unnatural hair colors
. No fancy lashes
. No Nail art while on duty
. No Make-up by male colleagues
. No earrings for Men while on duty
. No over-stu ed Pockets
Health and Safety at Work
Our aim is to provide and maintain a safe environment for colleagues, visitors and guests whilst on the premises. As part of this commitment, Health & Safety regulations in the country of operation in conjunction with those of IHG will be observed.
Managers will:
. Work with Security team to conduct Risk Assessments to ensure workplace safety
. Implement Health & Safety Guidelines to minimize Risks in the workplace
. Provide the necessary training
Colleagues will:
. Attend training
. Report hazards at work
. Follow Hotel’s Health and Safety Guidelines
Accidents
at work
Work related accidents must be reported immediately to the Supervisor / Manager / Security & Human Resources
First Aid
There are a number of trained First Aiders who are able to deal with emergencies that may arise. First Aid Boxes are placed at strategic places throughout the hotel and in every department.
Safety
of Machinery and other equipment
. Ensure you are fully trained to operate any Machine / equipment in your role
. Use the right machinery / equipment for the right job
. Store equipment properly after use
Chemicals Safety
. Read the directions for each chemical and how to use
. Wear appropriate PPE
. Follow storage guidelines
. Know where First Aid box is and how to administer
. Follow proper disposal procedures for all chemicals
Electricity Safety
Each year there are thousands of reported accidents at work due to contact with electricity including a significant number of fatalities. Ensure to follow safety guidelines when handling electricity such as:
. Colleagues handling electrical work must be fully trained
. Follow all safety guidelines for handling Electricity ie
. Don’t overload sockets
. Report all electrical hazards to the Engineering team
Your Career with IHG
Learning and Development
The hotel management recognises that our colleagues are our best asset and therefore rightfully invest in advancing your skills and capabilities. To achieve this, we have allocated resources for the provision and growth of e ective programmes of Training and Development within the hotel. Further details may be obtained from the Human Resources Department.
Room to Belong
At IHG we know how important it is to be part of a culture that attracts and retains the best people and embraces opportunities to positively impact the world around us. We will not only support you to do your best work but will also recognise your e orts and successes.
Apart from providing you with Room to Belong, we also promise all our colleagues Room to Grow. We are committed to investing in the development of each colleague to ensure that you understand what success in your role means now and in your future career.
We want you to Aim Higher and develop your career in IHG and that is why we commit to match your ambition by o ering you learning opportunities and sharing how you can grow as a member of our team.
To ensure you have a great start with us, by clicking on your department below, you will find the required documents for your seamless induction:
- Departmental Induction
- Individual Training Plan
- Online trainings required for your role
Room to Grow
Cross-training
It is a policy of the Hotel that colleagues may be requested to cross train in other departments as part of their job responsibilities. Your respective Department Head will explain this to you where applicable. Colleagues may also enhance their skills and qualifications by cross training in other departments. This may be done after the regular duty hours for a particular period of time. Further information and forms are available with the Human Resources Department.
Internal vacancies & transfers
We highly encourage colleagues to apply for vacancies within the Holiday Inn & Staybridge Suites Dubai Business Bay upon meeting the set criteria. A colleague must complete one year in their current role at the hotel and must have the approval of their own Department Head prior to applying or requesting for a transfer.
Transfer within IHG
At IHG, we fully support transfers within the company. After a minimum of 12 months in your current role and an Annual Performance Rating of “Strong” at a minimum, you are eligible to apply for a transfer within any of our IHG Properties.
Lists of vacancies from sister hotels in UAE will be shared in the Heart of House and updated regularly. If you are interested in a transfer, please talk to your direct Manager or Supervisor and further details can be obtained from the Human Resources Department. Eligibility for a transfer is subject to a colleague’s overall performance and approval of the Management of Holiday Inn & Staybridge Suites Dubai Business Bay.
Colleague Engagement
Merlin
Merlin is our IHG colleague’s intranet, a global platform bringing all of us together to stay connected and updated with Company news across the globe.
Kindly visit your Merlin: www.me2.ihgmerlin.com/ web/merlin/home
Colleague
Heartbeat
Colleague HeartBeat is IHG's way of understanding how our colleagues feel about where they work and involving them through their feedback in how we can continue to improve.
We have a colleague heartbeat survey annually to measure engagement and enhance our o erings to the colleagues.
Celebrate Service Week
Celebrate Service was created in 2010 as a way to recognize the hard work and dedication of the more than 350,000 Colleagues who work at IHG’s managed and franchise properties around the world as well as IHG’s corporate o ices.
Great Hotels Guest Love® through True Hospitality for Good.
IHG Colleague Room Benefit Programme
As an IHG Colleague, you are entitled to stay at our Hotels worldwide at a special discount colleague rate. Take advantage of the great discounts o ered when staying in one of our Hotels.
To read more about the terms and conditions of the programme you visit Merlin > Employee Room Rate for more details.
IHG Friends and Family Rate
Share the love and help your friends and family save all year around.
IHG Friends and Family rate is just one way we can bring True Hospitality and our brands to life for our colleagues and their loved ones.
5 Quick and Easy Steps to Access IHG Colleague Rates:
. Visit on www.ihg.com
. Enroll as an IHG One Rewards member
. Advise IT to link your member ship number with your employee profile
. Download IHG app
. Book your rooms via Merlin or IHG One Rewards App
Remember, no IHG One Rewards account, No access to colleague room rates.
Acknowledgement
Colleague’s Handbook
Acknowledgement and Understanding
I, ____________________________________, understand that I have received a copy of the Colleague’s Handbook, that I am responsible for reading this handbook, familiarising myself with its contents and adhering to all of the policies and procedures of the Company, whether set forth in this handbook or elsewhere.
I have had the opportunity to ask questions about the handbooks contents. I understand that the information in the company's Host’s Handbook only and that the company reserves the right to modify this handbook, amend or terminate any policies, procedures or any colleague benefit programs whether or not described in this handbook at any time. My continued employment with the company constitutes my acceptance of such changes.
I further understand that this handbook is not a contract of employment; expressed or implied, between me and the company and that I should not view it as such, or as guarantee of employment for any specified time.
Additionally, I understand that this Handbook applies to all Managed Hotels Colleagues.
Colleague’s Name
Colleague’s Signature
Date