Colleague Hand Book

Colleague Hand Book

Colleague Handbook Shangri-la Jeddah

We Host our people to the colorful joys of life in a sustainable manner

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Table of Contents Welcome Message By General Manager ................................................... 3 Terms of Employment............................................................................... 4 Colleague Benefits .................................................................................... 7 House Rules and Regulations .................................................................. 11 General Rules and Regulation ................................................................. 17 Security................................................................................................... 20 Fire, Health & Safety ............................................................................... 21 Personal Development and Learning....................................................... 23 General Information ............................................................................... 26 Colleagues Facilities ................................................................................ 28 Housing Office GUIDE.............................................................................. 30 Cleaning & Housekeeping ....................................................................... 35 Colleague Accommodation Rules & Regulations ..................................... 37 GUIDE TO CORRECTIVE BAHAVIOUR & DISCIPLINARY ACTION …………….41

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Welcome Message

Dear Colleague,

On behalf of the management team at Shangri-La, Hotel, Jeddah I welcome you to the Shangri-La family and trust you will enjoy a rewarding career with us.

You have been selected to join the team because we believe you have the qualities to deliver the ‘Shangri - La Experience’ that we promise our guests.

In return, our aim is to provide an environment where you feel valued, appreciated and involved.

This Handbook is designed as an easy reference guide to help you understand all aspects of working and living here.

All forms are available from Human Resources and the SLJD intranet.

If t here is anything you don’t understand or in order to obtain the latest information and policy updates, please ask your manager or a representative from Human Resources.

Thank you for choosing to join Shangri-la Hotel, Jeddah and I wish you every success in your career with us.

Yours sincerely,

Alexander Blair General Manager

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Terms of Employment

Employment

Your employment with the Hotel is subject to obtaining from the competent authorities in the Kingdom of Saudi Arabia a work permit and a residence permit for employment under the sponsorship of the Hotel as well as the satisfactory completion of a physical examination by the KSA Health Authorities upon arrival in KSA, all within a period of 30 days from the date hereof failing which the letter of appointment shall be deemed cancelled and of no force or effect.

(All employment agreements are for an unlimited period and are to commence from the first day of duty)

Overview

- Shangri-La Jeddah Hotel believes that its most important asset is its human resources. The role of the Management is to establish policies and procedures designed to improve the quality of work life in the Hotel. The aim is to address and sufficiently provide for the needs of the colleagues while at the same time, establish the standard of discipline and professionalism required by colleagues in achieving service excellence. - The rules and regulations contained in this Guide are geared towards the achievement of these objectives. The Guide provides a mechanism through which expected norms of conduct are clearly defined to ensure consistency, objectivity, and efficiency in managing the Hotel. Further, the Guide serves as a communication tool designed to install discipline, harmony, and fairness in handling colleagues.

Sponsorship

According to KSA Labor Law, our colleagues is sponsored by Shangri-La Jeddah. While employed by the Hotel, colleagues shall devote their whole time and attention to the service of the Hotel and shall not be engaged in any other business or occupation or be in any way connected with any other business, company, or concern without the prior written consent of the Hotel. In accordance with the KSA Labor Law, the work permit will be cancelled when a colleague resigns from the Hotel.

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Probation

Job descriptions are handed to the colleague upon joining. The job description is used to explain the colleague’s job, to identify learning needs, to set objectives related to the job to the personal development and to evaluate the colleague’s performance. Based on the KSA Labor Law, the first three months of employment are considered a probation period during which the colleague's services may be terminated by the Hotel without notice or end-of-service gratuity and it might be extended to six months. Your Performance will be reviewed during the probation period and before confirming your employment.

Promotion

It is the Hotel’s policy to promote from within whenever possible. Probation reports, Performance Development Review (PDR), conduct, attendance records etc. will be considered when considering candidates for promotion.

Vacancies will be posted on the colleagues notice board together with the qualifications experience required, Qualified colleagues are encouraged to apply for these vacancies.

Termination of Service

Attendance Colleagues must report in time to permit uniform change prior to the start of their work shift, colleagues are requested to swipe in and out.

Colleagues unable to report for work, must inform their Senior Service Manager / Service Manager at least 2 hours in advance so that alternative arrangements can be made. Work schedules, including rest days will be determined by the Service Manager concerned and published on a duty roster. Should a colleague report late to work (i.e., within a lapsed of a 30-minute time frame), he/she must report to their supervisor. If he/she reports more than 30 minutes after the designated time, he/she will not be allowed to work on that day, except with the permission from his / her supervisor. Should the colleagues be sent back home for their tardiness, the day will be marked as absent. The Department Head shall deduct his / her salary on pro-rata basis. Colleagues with irregular attendance will be subject to further disciplinary action.

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Payment of Salaries Salaries will be paid to all colleagues on the last day of each month. If the pay day falls on a Friday or Public Holiday, payment will be made on the preceding working day. Colleagues are required to open personal bank accounts into which the Hotel will deposit the salaries due. Till the bank account is opened, new colleagues will receive their salaries through cheque (by Al Riyadh bank). Transfer The Hotel reserves the right to transfer colleagues, either temporarily or permanently, to a suitable alternative place of work, Level 4 and 5 colleagues can apply for the transfer to a sister-property after 2 years in the current role with Shangri-La Hotel, Jeddah, Saudi Arabia.

Colleague Benefits

Hours of Work

By law, all colleagues are required to work 48 hours a week inclusive of one hour break per day. Colleagues are entitled to a break of 1 hour during the shift. The break time is determined by the supervisor, which is based on operational demands. Especially on Friday, supervisors need to be more considerate and give sufficient understanding on the implementation of break hour for those who want to pray. During the Holy month of Ramadan, special consideration will be given to fasting Muslim colleagues.

Weekly Rest Day

Operational Departments Each operational colleague is required to work an average of 9 hours per day to avail of 6 days off per month. The accumulated number of working hours is equivalent to 23 working days with 6 days off in 4 weeks. As per Hotel policy, administrative colleagues get an additional day off every alternate weekend. Exchange of rest day must be first approved by the respective SSM, SM otherwise it will be considered absent without permission.

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Administrational Departments Each administrational colleague is required to work an average of 9 hours and per day to avail of the 8 days off per month. The accumulated number of working hours is equivalent of 21 working days within 8 days off in 4 weeks. Public Holidays All colleagues are entitled to Public Holidays granted by the Ministry of Labor for the private sector. These are normally 10 days per year.

In the KSA the Public Holidays are: Eid Al Fitr :

4 days (start with day after 29 of Ramadhan)

Eid Al Adhi

:

4 days (start from Arafa day)

National Saudi Day

:

1 day (23 September)

Should a colleague be required to work on his / her rest day or Public Holiday, is under obligation to co-operate and an alternative rest day or Public Holiday will be given in lieu thereof. Public holidays should be cleared either one-month prior or one-month after the stipulated date otherwise the public holiday shall be forfeited. Any exception will need the written approval from General Manager. Annual Leave On completion of 12 months continuous service, colleagues are entitled to 21 calendar days of annual leave per year. Annual leave may be calculated at 2 days for every month of service if the colleague has completed more than 3 months but less than one year. Colleagues on probationary period are not eligible to take annual leave until successful completion of the probation period. During employment, the Hotel could ask colleagues to take leave based on operational needs. Maternity Leave In accordance with the KSA Labor Law, female colleagues are entitled to maternity leave with full pay for a period of 70 days including the time before and after delivery, provided that her continuous period of service is not less than one year. If the female colleague has not completed the said period, the maternity leave shall be with half pay.

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Compassionate Leave Colleagues will be entitled to 5 days paid compassionate leave per incident when his / her immediate relatives (i.e., mother, father, spouse, children, sister, brother, grandmother, and grandfather) have passed away. Compassionate leave applications must be supported with relevant documents. Sick Leave When unable to report for duty because of sickness, colleagues must notify their Senior Service Manager / Service Manager.

All absence due to sickness must be approved & communicated to the concerned Service Executive / Senior Service Manager based on recommendation of the medical practitioner.

Sick pay will not be granted if the colleague refuses to submit himself / herself for treatment by the medical practitioner or did not submit appropriate sick leave certificate.

During the probationary period, colleagues are not entitled to any paid sick leave. If a colleague is employed for over 3 months after completion of the probationary period, the colleague becomes entitled to sick leave of not more than 90 days, either continuous or intermittent, per each year, computed as follows:

The first 30 days The next 30 days

: full pay :75% pay

The subsequent period

: without pay

However, the hotel will advance sick leave to the colleagues within the first nine months. Should the colleague leave within the first nine months, the advanced sick leave payment would be deducted from the colleague’s final pay. Unpaid Leave In case any colleague needs an unpaid leave in addition to his / her annual leave they can apply for a maximum of 15 days per year. This is subject to approval by the respective Department Head. In case, an emergency leave is needed, HR team can be contacted at any time. Accommodation The disciplinary code of the Hotel shall also apply to the colleagues’ accommodation blocks for Level 4 & 5 colleagues. A copy of the colleagues’ accommodation rules and regulations is available from the Human Resources Division and is issued to each individual colleague member when room is allocated to him / her in the accommodation.

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Transport

The Hotel will provide transport to an d from the Hotel and the colleagues’ accommodation blocks for Level 3 & 4 & 5 colleagues. The transport schedules will be displayed on the various notice boards throughout the Hotel and Colleagues accommodation. Hotel car park spaces are limited to Level 1 & 2 & 3 only. Priority is always given to hotel guests to increase business, therefore due to the limited car park space all other colleagues with their own personal vehicles are required to find their car park space near and around the hotel. Meals / Colleagues Restaurant Off and Duty meals will be provided at the hotel colleagues’ restaurant. The meal and service times are being displayed on the notice board of the restaurant. Colleagues are not allowed to take any food, cutlery, chinaware, or glassware out of the Colleagues Restaurant. Smoking is only allowed in designated areas.

Long Service Awards

To recognize long service colleagues who have contributed to Shangri- La’s good reputation, the Hotel offers 5 Years’, 10 Years’, 15 Years’, 20 Years’, and 25 Years’ Awards. The awardees receive pins and framed certificate from GM to honors their contributions.

Social and Recreation Activities

The Hotel encourages its colleagues to take part in social activities. Recreational activities like Birthday Parties, Outings and Trips, Sports Competitions are held from time to time for the colleagues and are organized by the Human Resources Division and the Colleagues Committee. All scheduled activities will be posted on the colleague notice board.

Air Ticket Entitlements

Based on the colleague code, colleagues are entitled to a return economy class air-ticket from Jeddah to the “Point of Repatriation”. A return air ticket is provided on a yearly basis for level 1, 2 & 3 and for level 4 & 5 every 2 years of service, subject to continuous employment with the hotel.

Air tickets may not be accumulated.

Air ticket as per Saudi Labor law Article 40 - Vacation Air Ticket Policy 2021:

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All tickets will be booked through the hotel based on the contract.

Should a colleague resign before the completion of 2 years of service or if their employment is terminated for a reason attributable to the colleague, he / she will be responsible for his / her own repatriation costs. However, should the colleague… complet e 24 months and then resign, the company will pay for the airfare to his / her "Point of Repatriation" or as agreed by both parties. Should a colleague member resign during the first year of service with the Hotel, he / she will be required to reimburse the Hotel all costs pertaining to bringing him / her to Jeddah including agency fees, visa related costs, etc. on a pro-rata basis.

Medical Scheme

The Hotel has selected a Health Medical Organization (HMO) to provide medical insurance service coverage for our colleagues. The medical insurance covers group life, accidental death, disability, and a comprehensive major medical plan including in-patient treatment, out-patient treatment, day care surgery and prescribed drugs via the medical providers network in the KSA. (Digital Card & Network list will be provided to all colleagues). When a colleague needs any medical service for out-patient treatment, he / she is required to show his / her digital insurance card. The Medical Consultation form should be signed by the respective Department Head and handed over to the HR Division in case the colleague gets a sick leave.

Bonus

There is no bonus payment, however, should the owner, in his sole and absolute discretion, declare a bonus, it will be distributed based on the individual colleague’s/member’s evaluation by management according to its absolute discretion.

Service Charge

The hotel has agreed that a percentage of service charges collected may be distributed to colleagues in levels 3, 4 & 5. The distribution will be tied to individual / team performance and guest satisfaction results.

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Meals / Colleagues Restaurant

Off and Duty meals will be provided at the hotel Azura restaurant & Aqua Cafe. The meal and service times are being displayed on the notice board of the restaurant.

End-of-Service Benefit

Any colleague who has completed one year or more of continuous service shall be entitled to end-of-service gratuity at the end of his / her service in accordance with the KSA Labor Law as may be amended from time to time. At present, and for information only, the end-of-service gratuity is calculated as follows: 21 days for the first five years of service for each year of the first 5 years of service. 30 days for each year of service thereafter provided that the aggregate of the said gratuity shall not exceed the salary of two years. In accordance with the provisions of KSA Labor Law as presently in force, if a colleague resigns after having completed 24 to 36 months of continuous employment, he / she will be entitled to only 15 Days of the end-of-service gratuity. If a colleague resigns after a period of more than 36 months of continuous work but less than 5 years, he / she will be entitled to only 1/3 of the end-of-service gratuity. The end of- service gratuity is calculated based on his / her last month’s basic salary.

Colleagues will forfeit his / her entitlements to end-of-service gratuity if he / she is dismissed from service in accordance with article 80 of the KSA Labor Law.

House Rules and Regulations

Personal Records

All colleagues must submit personal documents, certificates, and information as required by the Hotel before commencing employment.

All colleagues are required to notify their Senior Service Manager / Service Manager and Human Resources Division within 7 days of any change in home address, telephone number, marital status, birth of children, bank account number or any other pertinent information.

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Should a colleague change his / her bank account number, he / she should notify the Human Resources Department before the payroll cut-off date which is the 15th of each month.

Passports

All passports are kept with colleagues if the colleague need to keep it in the fireproof safe then they can submit it to the Human Resources Division. When a colleague/member requires his / her passport, a completed Passport Withdrawal Form is required which must be forwarded to the Human Resources Division 48 hours in advance.

The Passport Withdrawal Forms are available from the Human Resources Division.

The individuals Labor Card must be submitted to the Human Resources Division before the passport is released to the individual concerned.

Letters

The Human Resources Division will guarantee a maximum time frame of 48 working hours for the preparation of letters needed by colleagues (i.e., salary certificate, work certificate, letter to install electricity, telephone, internet, etc.)

Labor Cards

On the successful completion of both the medical checkup and visa application, a Labor Card respectively will be issued to each colleague. It would take approximately a month for the Labor card to be issued.

It is required that the Labor Card must be returned to the Human Resources Division upon leaving service.

Any loss of a Labor Card must be reported to the Human Resources Division immediately. In such an event, all costs pertaining to obtaining a new Labor Card will be borne by the colleague.

Hotel Identification Cards / Timecard

Once the colleague has joined the company, a hotel identification card is issued to the colleague by the Hotel through Human Resources Division.

All colleagues must carry their identification card with them at all times in a safe manner and must show it as & when required for identification purpose inside the hotel premises as security check.

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The identification card must be returned to the Human Resources Division upon end of service.

Any loss of an identification card must be reported to the Human Resources Division immediately. In such an event, all costs pertaining to obtaining a new identification card will be borne by the colleagues.

Uniform / Name Badges

All colleagues must wear a name badge which will be provided by Shangri-La Hotel Jeddah.

The loss of a name badge must be reported to the Human Resources Division immediately. The cost of the name badge will be charged for a lost badge, while an old or damaged name badge will be replaced free of charge.

Uniforms and name badges may not be worn or taken out of the Hotel without permission.

Management / Service Pins

Senior Management are to wear Management Pin at all times.

Colleagues who complete 5+, 10, 15, 20 or 25 years with Shangri-La receive a service pin which they wear whilst on duty in addition to the name badge.

Grooming Standards

All colleagues must always look neat and tidy.

Male colleagues should be clean-shaven, with hair well cut and kept at a length not covering the ears and collar (at least ½ inch above collar). Moustaches are permitted; however, they are to be always kept well-trimmed. Beards are not permitted unless explicit permission has been given by the respective Service Executive. Female colleagues must have well-groomed hair and make conservative use of cosmetics while on duty. Before reporting for duty, all uniformed colleagues must check and ensure that their uniforms are clean and properly ironed and shoes are shined. They must comb their hair and clean their hands and fingernails. Have a last look in the mirror and keep always smiling.

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A separate comprehensive grooming standard prepared by the Human Resources Division is on the colleague notice board. All colleagues are to adhere to the required standards unless explicit permission has been given by the respective Service Executive.

Off Duty Hours

Off duty colleagues must leave the Hotel premises within half an hour after his / her scheduled shift completion and thereafter only have access to permitted areas of the Hotel, i.e., Colleagues Restaurant.

Colleagues Entrance and Exit

All colleagues are required to use the colleague entrance and exit.

Swipe In and Out

Each Colleague will be registered for the face recognition attendance system. All colleagues when entering or exiting the Hotel must use the designated face recognition machines . If the face recognition system doesn’t function or any error occurs, it should be informed to the Human Resources office for resolution.

Colleagues who are assigned to do a split shift or those going for official business outside the Hotel are also required to swipe in and out.

This exercise is extremely important for the safety of all colleagues if an emergency should happen within the Hotel as well as for calculating the monthly salary.

Random checks are conducted, and colleagues are expected to follow this procedure. Failure to comply with this instruction may result in disciplinary action.

If the colleague is not able to swipe in and swipe out for whatever reason, it is their responsibility to inform their Service Manager / Sr. Service Manager or their Division Secretary within 10 minutes to mark them present manually on the attendance sheet in the system. Otherwise, they may not be able to receive their salary for that day.

Colleagues’ Lockers

It is the responsibility of the colleagues to keep the changing room and the locker allocated to them clean and tidy. No food, beverages or dangerous goods are permitted in the lockers.

Spot checks are carried out regularly by the HR and Security teams to make sure the lockers are clean.

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Public Areas

Colleagues are not allowed on guest floors or in any part of the Hotel building used by guests at any time, except for those persons authorized to be there in the course of their duties. Uniformed colleagues may not use the public restrooms.

Use of Guest Lifts / Facilities

Hotel colleagues are prohibited from using guest lifts / facilities unless specified duties require them to do so. Colleagues are encouraged to use service staircases when going up or down one to two floors. Whenever lifts are to be used, use service lifts.

Notice Boards

All colleagues must read and follow instructions and directives pertaining to their duties which Management will issue from time to time. These notices will be posted on the respective notice boards and colleagues should make it a practice to read all the information exhibited. The posting of notices is under the control of the Human Resources Division. No notices or posters are allowed in any part of the Hotel unless authorized by the Management. Tampering with the notice boards is strictly forbidden.

Personal Visits and Phone Calls

Colleagues are not allowed to have inter-departmental visits or visits by relatives or friends at any time unless prior approval has been given by Management.

Colleagues are not allowed to use the Hotel telephones for outgoing private calls unless they are of an urgent nature and endorsed by the department head.

On the other hand, the Hotel provides a shared company mobile phone and pays all related cost to certain colleagues as required by the nature of their job. No personal calls should be made from these mobile phones.

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Colleagues Mail

There is no home delivery of mail in the KSA. All mail is delivered to post office boxes. All colleagues should use the Hotel mail address for their personal mail unless a personal post office box is rented by the colleagues. If the colleague shall use the Hotel mail address, a clear name with the relevant department must be written on said mail to assist in the process of distributing personal mail accordingly.

When the colleague leaves the company, he/she should inform all parties about their new mailing address.

Use of Keys

For colleagues who are required to handle keys, a signature is required from the colleagues concerned on the collection and return of the keys.

General Rules and Regulations

- Sleeping, loitering, or spitting on the Hotel premises is strictly prohibited. - Colleagues may only smoke in the designated smoking areas; must dispose of cigarettes and wash their hands before returning to work. - Colleagues are not allowed to shout or interrupt the quietness of the Hotel. While on duty, unnecessary conversation is to be avoided and voices must never be raised when dealing with guests. - Eating and drinking outside the Colleagues Restaurant are not permitted. Any food and drinks returned from the areas where they have been served to guests must be brought immediately to the dish washing areas. - Colleagues may not turn on a radio or play musical instruments in the Hotel. - Colleagues may not chew gum while on duty. - Any problems and or abnormal situations that may arise during the execution of duty should be correctly rectified immediately and then reported to the attention of the respective Manager or the Executive on Duty. - Colleagues are not allowed to keep or use guest items. Any complimentary items, such as beverages, fruit baskets, amenities etc. left behind by guests after checking out must be sent to Room Service or the Housekeeping Department for appropriate handling.

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- Colleagues are not allowed to take away any food, drinks, or utensils / equipment from the Colleagues Restaurant. - In accordance with the FSMS standard guidelines only food handlers are permitted to walk through the kitchen. Should any other personal need to go through the kitchen, he / she must be properly attired in accordance with the FSMS requirements. - Only authorized colleagues are permitted to be behind the front office counter. - Colleagues on duty are advised to avoid using phone in public area.

Misconduct Outside Working Hours

All colleagues are required to maintain the highest standard of behavior outside work. The Hotel may consider the dismissal of a colleague whose performance results in adverse publicity for the Hotel or causes the Hotel to lose confidence in their integrity.

Disciplinary Action

Any of the following violations of House Rules by colleagues will result in disciplinary action or dismissal: - Executing acts that may endanger the safety of other colleagues or any other third person on the hotel premises. - Violating any safety rules or practices. - Deliberate damage to hotel property, guests and or any third person. - Gambling or placing bets within the Hotel premises. - Rudeness to guests or colleagues. Use of abusive language. - Willful disobedience of a lawful and reasonable instruction. - Posting, altering, removing, or defacing any material from the notice board or Hotel property unless specifically authorized. - Threatening, intimidating, compelling, or interfering with fellow colleague members. - Vending, soliciting, or collecting contributions for any purpose whatsoever at any time on the Hotel premises, except when authorized by Human Resources Manager. - Distributing written or printed matter of any description on the Hotel premises unless approved by Human Resources Manager. - Making false or malicious statements about any colleagues, the Hotel or its belongings or behaving in a manner which is inconsistent with the image of the Hotel. - Deliberately working slowly, suspending work and / or restricting output whilst on duty without justified cause. - Provoking or instigating a fight, quarrelling, fighting, and wrestling on the Hotel premises or colleague’s accommodation.

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