Employee Handbook

Employee Handbook

COLLEAGUES HANDBOOK

Content

Page

✓ Welcome Message from General Manager

1

✓ Welcome Message from Director of Human Resources

2

✓ Our Hotel Owner

3

✓ Pioneers of Asian Hospitality

4

✓ Organizational Chart

5

✓ Our Benefits

6

✓ Terms of Employment

23

✓ House Rules and Regulations

30

✓ In Style And Confidence (Grooming Standard)

35

✓ Colleagues Accommodation

44

Table of Contents

✓ Shangri-La Brand Policies

56

✓ Corrective Behaviour and Disciplinary Action

65

✓ Amendments

89

✓ Acknowledgement

90

A Very Warm Welcome…

Dear Colleague,

On behalf of the management team at Shangri-La and Traders Qaryat Al Beri, Abu Dhabi, 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.

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

Thank you for choosing to join the Shangri-La Group and I wish you every success in your career with us.

Ahmed Issa Complex General Manager LIFE LESSON: Leadership is about one life influencing another.

Yours sincerely

Ahmed Issa General Manager

1

Dear Colleague,

It gives us immense delight in welcoming you to our warm and caring Shangri-La family.

This handbook aims to give you an overall picture and better understanding of working with Shangri-La and Traders Hotel, Abu Dhabi. While considerable thought has gone into developing this handbook, like any other handbook, it cannot cover every possible situation and therefore in case of any doubts please do not hesitate to refer to reach out to your immediate supervisor, department head or the human resources department for clarification. As we continue to grow as a company, there will be changes and these changes will be communicated to you when they happen. If at any point this handbook differs from the hotel's official communication, the latter should take precedence. The hotel reserves the right to make amendments as and when it deems necessary. We sincerely hope that you will enjoy reading this handbook and that it will serve as a general guide of what this hotel has to offer you and what is expected from you in return.

Vivek Srinivasan Director of Human Resources

Vivek Srinivasan Human Resources Department

LIFE LESSON: Never Give Up

2

About the Property Owners

The Hotel is owned by Al Jaber Group.

Abu Dhabi Tourism Authority

Formed by the government of Abu Dhabi to oversee the Tourism activities in Abu Dhabi, promote tourism, develop Hotel & Tourism establishments, license hotels and serviced apartments.

Al Jaber Group

During the last thirty years, the United Arab Emirates has evolved from a desert landscape to a modern nation bringing a quality of life unimaginable to past generations.

Instrumental to this phenomenal growth has been the planning policy of the Government of the U.A.E. under the leadership and the vision of the late President of the Federation, H.H. Sheikh Zayed Bin Sultan Al Nahayan. It is no coincidence that since 1970 both the U.A.E. and the Al Jaber Group have together grown and evolved into a success story, in fact the Al Jaber Group has made a significant contribution in the ambitious construction efforts. Integral in every aspect of the infrastructure of the U.A.E, the Al Jaber Group has participated in most major projects such as construction, logistics, oil and gas services, landscaping, industrial development and trading. The Al Jaber Group has established itself as a premier high-quality company through its up-to-date and modern sea-front facilities, a wide range of equipment and machinery in excess of 2,500 units, a dedicated and professional workforce of over 20,000 colleagues and far-sighted management. Al Jaber has performed with quality, safety and excellence to bring services and products that have helped build a nation.

The owner of the Al Jaber Group is His Excellency Obaid Khaleefa Al Jaber from Abu Dhabi.

H. E. Obaid Khaleefa Al Jaber Owner of Al Jaber Group

3

OUR STORY

Shangri-La Group grew out of the vision of one man - Robert Kuok - who defined Asian hospitality and set new standards on luxury and what it means to be a host.

Today, our service excellence is legendary within the hospitality industry. We are proud of our Asian heritage and strive to become the best-loved hospitality group bringing People together to live, work, play, eat and rest well. Headquartered in Hong Kong SAR, the Shangri-La Group has grown from a single hotel business to a diverse and integrated global portfolio comprising quality real estate and investment properties, wellness and lifestyle facilities.

OUR HERITAGE

We are proud of our rich Asian heritage. Even as the Group has expanded its footprint globally, we have stayed close to our Asian roots. Our properties are designed to be a blend of tradition and the contemporary. In terms of customer experience, we are passionate in showcasing Asia's finest from its colourful cultures to its culinary masterpieces.

We will continue to draw inspiration from Asia and to uphold many of its time-honoured customs and practices.

PEOPLE AND CULTURE

Our founder Robert Kuok’s belief rests on the principle that as owners, it is our duty to lo ok after our staff well, to treat everyone kindly and generously.

It is this feeling of caring for each other and being part of a big family that resonates deeply with our 44,000+ colleagues. This ethos continues to define and bind us as one.

4

General Manager

Director of Human Resources

Director of Revenue Optimization

Area Financial Controller

Director of Food and Beverage

Director of Engineering

Executive Chef

Director of Services and Housekeeping

Assistant Director of Human Resources,

Assistant Director of Sales and Marketing

Executive Sous Chef

Assistant Finance Controller

Hygiene and EHSMS Manager

Director of Front Office (THAD)

Learning and Development, Service Excellence

ORGANIZATIONAL CHART

Director of Communications

Director of Security

Director of Purchasing

Director of Front Office (SLAD)

Assistant Director of Customer Sales

Executive Housekeeper (THAD)

Service Manager - IT

Recreation Manager

Spa Manager

5

Our Benefits

• Hours of Work, Weekly Day Off, Public Holidays • Different Leaves • Employees facilities • Overtime • Long Service Awards • Activities • Medical and insurance • Bonus and Service charge

6

Weekly Day Off /Rest Day

Guidelines

Operation departments have 6 days off in a month

Entitlement

Colleagues should clear their weekly off within the 30 days after accrual.

Saturday and Sunday is the normal weekly OFF for colleagues in administration departments.

Exchange of rest day / carry forward must be

Administration departments have 8 days off in a month.

approved by the department head.

9

7

Hours of Work

Overtime

✓ Colleagues are required to work overtime should business level demands.

You are required to work minimum of 48 hours work per week

9 hours a day including break time

✓ Overtime MUST be recorded and claimed for a period of not less than half an hour.

Operation departments are working 9 hours and 23 minutes (owing to 6 days off per month) while administration departments are working 10 hours and 17 minutes (8 days off per month).

Entitled to a break time of 1 hour during the shift

✓ If overtime payment is

decided, payment will be at the rate of 1.5 times your hourly basic pay per hour worked for Public Holidays and at 1.25 times for other days.

Break is determined by the Supervisor based on operation.

10

8

Public Holidays (PH)

Guidelines

All colleagues are entitled to Public Holiday granted by the Ministry of Labour for Private Sector

Should a staff member required to work on his/her rest day or Public Holiday he/she will be given day off in lieu thereof.

Colleagues should clear their Public Holiday within the 30 days after accrual.

PH should be cleared with in one month after the stipulated day otherwise it will be forfeited.

Exchange of rest day / carry forward must be

In the UAE the Public Holidays are:

Hijra New Year

: : : :

1 day (varies)

approved by the department head.

Christian New Year

1 day (1 January)

Eid Al Fitr

4 - 5 days (varies based on Islamic calendar) 4 days (varies based on Islamic calendar ) 1 day (varies based on Islamic calendar)

Eid Al Adha & Waqfa Day Birthday of the Prophet Commemoration Day

: :

1 day ( 30 November) 2 days (2 &3 December)

National Day

:

11

9

Different Types of Leave

Annual Leave

Maternity Leave ✓ Female colleagues are entitled to maternity leave with pay for a period of 60 days (45 days’ full pay and 15 days’ half pay) including the preceding and following period of her confinement. female colleagues are also entitled to two (02) additional breaks each day for the purpose of breastfeeding and taking care of the baby, neither of which shall exceed half an hour for a period of 18 months. ✓ In addition,

On completion of 12 months continuous service, colleagues are entitled to 30 calendar days annual leave per year.

Annual leave may be calculated at 2.5 days for every month or 30 days per annum excluding PH.

Annual leave can be carried forward; however, colleagues must clear the annual leave earned for the previous year within the current year.

12

10

Different Types of Leave

Sick Leave

Country Law As per the United Arab Emirate Labour Law, colleagues who spend more than three months in the Hotel’s service after the completion of their probationary period, are eligible to the following sick leave per year of service:

When unable to report for duty because of sickness, colleagues must notify their department managers for approval 2hours prior to work.

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

✓

First 15 days - full paid sick leave

✓

Next 30 days - half paid sick leaveand

✓

Succeeding 45

days will be

unpaid.

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

✓

Total sick leave in a year would be 90days.

13

11

Different Types of Leave

Compassionate Leave

Unpaid Leave ✓ In case employee needs an unpaid leave in addition to his/her annual leave they can apply for a MAXIMUM of 15 days per year. SUBJECT TO APPROVAL.

Colleagues will

be entitled to 5 days

compassionate leave per incident when his/her immediate relatives (parents, legal spouse, children, brother/sister, grandparents and parents-in-law) have passed away.

It MUST be supported with relevant documents.

14

12

Air Ticket Entitlement

Added Guidelines

✓

Air be ACCUMULATED or ENCASHED. ticket may not

Based on the employee level, colleagues are entitled to return economy class air-ticket from Abu Dhabi to the “Point of Repatriation” .

✓

From today onwards, no need for vacation tickets to be raised in eDocs and to be booked by the hotel. All tickets will be paid through salary.

Levels 1, 2 & 3 - Return ticket is provided on a yearly basis and credited along with month payroll.

✓

Only ticket for new hires and leavers will be booked through HR and Finance.

Levels 4 & 5 - Return ticket is every 2 years of continuous service. (Half ticket can be availed in completion of one year service, all tickets will be paid through salary.

✓

For Vacation Air Ticket related queries, please refer to new HHR 68Policy.

15

13

Air Ticket Entitlement

Added Guidelines

✓

Level 4 & 5 colleagues must sign the attached air ticket cash advance form (for new joiners) at time of joining.

✓

Without signing air ticket cash advance form colleagues will not be paid half of their ticket allowance.

✓

Colleagues do not need to submit a signed form to HR if they wish not to be paid in advance.

16

14

Performance Incentive There is no bonus payment, however, should the owner on his sole and absolute discretion declares a bonus, it will be distributed based on the management’s discretion.

Service Charge

✓

Service charge are being paid to Level 3, 4 and 5 colleagues along with the monthly salary as per the policy of the Hotel.

✓

Last month of notice period Service Charge will not be applicable if a colleague terminates contract within 12 months of service.

✓

For more details please refer to the HR service charge guidelines.

17

15

Long Service Awards The hotels offer recognition to colleagues who have contributed long service:

The awardees will be receiving the following during the long service award ceremony hosted by the General Manager: • Shangri-La Lapel Pins • Gift voucher and • Framed certificate Rewards

- 5 years

- 10 years

- 15 years

- 20 years

- 25 years

18

16

End of Service Benefits 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 UAE labour Law as may be amended from time to time.

Colleague will forfeit his/her entitlements to end-of service benefits if he/she is dismissed from service in accordance with article 120 of the UAE Labour Law.

19

17

Transfer Opportunity

✓ Colleagues may apply for job vacancies within the complex and Shangri-La Group. ✓ Internal promotion opportunity will also be available to the most suitable internal candidates possessing the required experience, aptitude and competency. ✓ The hotel reserves the right to transfer colleagues, either temporarily or permanently, to a suitable alternative place of work.

Group Transfer

✓

All colleagues are eligible to apply for internal transfers if they meet all the following criteria: after successfully completing two (02) years of service in the Hotel and minimum one (01) year in the current role, no disciplinary record in file and performance rating of 3.

Internal Transfer and Promotion

Internal transfer and promotion decisions will be made on fair and equitable grounds based on merit and what is in the best interest of the Group.

✓

The transfer is effective only when the hiring and releasing entity reach mutual agreement.

Internal policy apply and colleague must declare interest for vacant positions

Inter Hotel Transfers can be considered after 6 months within the complex.

20

18

Colleagues Restaurant

When Sick Sick meals can be served from the colleague restaurant with the approval of Human Resources. Hotel F&B 50% discount with F&B (subject to management approval and promotion not included)

Meals are served according to the schedules displayed on the restaurant.

The Hotel will provide duty meals at colleagues' restaurant.

Colleagues are not allowed to take food, cutlery, chinaware or glassware out of the Restaurant.

Colleagues can take their off-duty meals in the restaurant including their days off.

21

19

Colleague Accommodation

Colleague Transportation

The disciplinary code of Hotel shall also apply to the staff accommodation for Level 3, 4 and 5.

✓

The Hotel will provide transport to & from the Hotel and the staff accommodation for Level 3, 4 & 5 Colleagues.

A separate staff accommodation rules and regulations is available from HRD and is issued to each individual when room is allocated.

✓

Transportation schedules will be displayed on the various notice board throughout the Hotel and Staff Accommodation.

22

20

Social & Recreational Activities

The Hotel encourages colleagues to take part in social activities:

All Activities are posted in the Notice Board and private Facebook account Notice Board

✓

• CSR Activities • Staff Party • Outing/ Trip • Sports activities and Competition held from time to time (Basketball, Cricket, Football, Dragon Boat, etc.)

23

21

Hotel First Aid Centre

The Hotel First Aid Center operational hours are from 08:30 H until 18:30 H, 7 days a week.

All Activities are posted in the Notice Board and private facebook account Notice Board

The Hotel doctor is visiting First Aid Center 4 times a week, from 1:00 until 3:00 PM.

✓

Monday Wednesday

Thursday Saturday

Staff Nurse Duty No: 050-149 3991

24

22

Terms of Employment

Hospitality Group Best-loved

23

Contract Terms

Your employment under the hotel sponsorship is subject to obtaining the following:

• Reference check

• Work/ Employment Visa/ Permit

• Medical

Examination through

Abu Dhabi Health Authority

• Residence Visa and Labour contract

26

24

Attendance

✓ Colleagues must report on time to permit uniform change prior to the start of their work shift.

✓ Colleagues are requested to log in and out at the designated biometric machines.

✓ Colleagues who unable to report to work must inform their department manager at least 2 hours in advance to permit change in duty roster. be determined by the Service Manager concerned and published on a duty roster. ✓ Work schedule, including day off will ✓ Punch in / Punch out (if missed out) must be approved by the department head before payroll closing.

27

25

Payment of Salary

✓ Colleagues are required to open a bank account into which the Hotel will deposit the salaries (government requirement for Wage Protection System) receive their salaries through C3 ATM card (by Rakbank). ✓ New colleagues will ✓ Salaries will be paid to all colleagues on the last day of each month . If the day falls on a weekend or Public Holiday, payment will be made on the preceding working day.

28

26

Probationary Period

The first

three (3) months of

employment

is considered as

probationary period.

Human Resources will provide “Confirmation of Employment” or “Probation Non-Confirmation Letter” 14 days before the end of 3 months service based on the probationary assessment done by the department head.

29

27

Termination of Service

✓ After completion of Probation Period, either party may terminate the employment contract by giving 60 days written notice or payment in lieu of the notice . ✓ The hotel reserves the right to dismiss you without notice or payment in lieu of notice in accordance with the provision of Article 44 in the UAE Labour Law explained in next slide

30

28

Article 44 of UAE Labour Law

An employer may dismiss a worker without notice if: 1. Assumes a false identity or nationality or submits forged certificates or documents. 2. Is engaged on probation and is dismissed during or at the end of the probationary period. 3. Commits a fault resulting in substantial material loss to the employer, provided that the latter notifies the labour department of the incident within 48 hours of his becoming aware of its occurrence. 4. Disobeys instructions on the safety of work or workplace, provided that such instructions are in writing and posted at a conspicuous place and are communicated verbally to the worker, in case he is illiterate. 5. Defaults on his basic duties under the contract and fails to redress such default despite a written interrogation and a warning that he will be dismissed if such default is repeated. 6. Convicted by a competent court of a crime against honour, honesty or public morals. 7. Reveals any confidential information of his employer. 8. Found in a state of drunkenness or under the influence of a narcotic drug during working hours. 9. Assaults the employer, the manager in charge or any of his workmates during working hours. 10. Absents himself from work without a valid reason for more than Twenty (20) non-successive days in one single year, or for more than seven (07) successive days.

31

29

House Rules and Regulations

Hospitality Group Best-loved

32

30

Documents

Personnel Records

✓ All colleagues must inform their department Heads and Human Resources within 7 days of any pertinent information change especially Marital status, addition of children’s, change in contact details, email address, home address etc.

Letters from Human Resources

✓ Kindly request for letters from Human Resources department within HR guarantees a maximum of 48 hours time frame for processing employee letters for banks, driving license, mobile connection etc. ✓ Colleagues should use the forms available with HR department to request for the specific letters.

Passports

Colleagues are in possession of their passports and other personal documents, identification cards and bank cards. All passports given to Human Resources are mainly for government documentation requirement or has been kept with colleagues’ consent in the fireproof safes in the Human Resources Division.

33

31

Identification Card

✓ On the successful completion of both the medical check- up and visa application, Emirates ID card will be issued to colleagues.

✓ All colleagues MUST always carry their respective Hotel issued ID cards.

✓ Name tag must be worn during working hours shifts at all times.

✓ Any loss of either of the cards MUST be reported to Human Resources Department immediately.

✓ Upon leaving the service, both cards MUST be returned to Human Resources Department.

34

32

Colleagues Locker

✓ It is the responsibility of 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.

✓ Lockers should be kept always locked as the hotel does not accept responsibility for the recovery of any valuables or properties in case of loss and theft.

✓ Private locks are not permitted, and hotel can break the lock if found.

✓ Random checks will be carried out regularly by the Human Resources and Security teams to make sure the lockers are clean and organized. ✓ Lost or misused lock will be charged at cost of AED 50 to the concerned staff, while cost of replacing a damaged key will be borne by the hotel.

35

33

Colleagues Access Areas

Colleagues Entrance and Exit

✓ All colleagues are required to use the designated colleagues' entrance and exit upon entry and exit to the hotel.

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.

Use Of Guests Lifts/ Facilities

✓ Hotel staff are prohibited from using guests' lifts/ facilities unless specified duties required to do so ✓ Staff are encouraged to use service staircases when going up or down to two floors.

36

34

IN STYLE AND CONFIDENCE

elegant – chic - sophisticated

37

35

LADIES

HAIR

✓ Hair should be clean, neat and tidy always. It must be kept clear off the face. ✓ Fringes must be secured in place with plain clips that match the hair colour and combed back neatly. Short or shoulder length hair should be groomed tidily. Frizzy or wavy hair types should be tied or clipped neatly. ✓ When hair is worn down or long, it should be styled and pulled back away from the face. Guest contact colleagues must put their hair up in a bun if it is longer than shoulder length or have it tied with hair band. Non-guest contact colleagues secure their hair in a ponytail if it is longer than shoulder length. ✓ Hair bands should match with the hair colour. To maintain a neat appearance hairspray/gel could be used. Wet/shiny/oily look is permitted. ✓ Wigs are not allowed. ✓ Hair colour must be close to natural – a maximum of two shades lighter or two shades darker than natural hair colour. ✓ Highlights should be natural-looking with no obvious streaks. ✓ Braided hair or beads are not permitted.

MAKE UP

✓ Makeup that compliments the overall dressing is highly recommended. ✓ Eye make-up, blusher and mascara must be worn naturally with highlights (e.g. natural or earth tones) to compliment and match the uniform and overall glow of the make-up. ✓ Lipstick that matches the uniform and overall make-up must be worn. ✓ Foundation is encouraged.

HANDS AND NAILS

✓ Hand and fingernails must be always clean. Fingernails must be well trimmed. Use only transparent or light colored nail enamel or none at all. ✓ Bitten, chipped or torn fingernails, dirty nails, nail polish or scaly dry hands is not allowed. ✓ Visible tattoos are not permitted whether permanent or temporary (e.g. henna tattoo).

UNIFORMED COLLEAGUES

38

36

LADIES

JEWELRY

✓ Only one simple and conservative design watch with a plain face and fitted band can be worn. Generally, sports or diving watches, colored plastic and band watches are not acceptable. ✓ Only one wedding ring and one simple engagement ring can be worn. ✓ One pair of small (smart) earrings is allowed, one on each ear only. ✓ Single stranded necklaces that complement the uniform may be worn. ✓ Necklaces should not be worn with any collared uniforms, if worn should be tucked inside the collar so it is not visible on the outside.

UNIFORM

✓ Uniforms must be properly fitted, clean and well pressed. Uniforms must be changed if it is dirty, stained or wrinkled. Skirts must be knee length. ✓ When in public, jacket and shirt must be duly buttoned. Pockets should not be overly filled with items and should overall look tidy and professional. ✓ Undergarments must not be visible under the uniform. ✓ Clothing that are with flimsy strap or strapless, backless, form fitting, revealing or has slits above the knee are not allowed. ✓ Dresses and skirts should not be shorter than 2 inches above the knee. ✓ Torn, dirty or otherwise socially unacceptable clothes are not allowed. ✓ Shorts, jeans, sweat pants, polo shirts, turtlenecks, t-shirts, tennis shoes and sandals are not allowed. ✓ Grey, black or skin colored pantyhose must be worn. No fishnet or patterned stockings are allowed. Division / Department Heads to determine color of pantyhose for specific area in their department to compliment the uniform design. Damaged pantyhose must not be worn. ✓ Trousers or pants may be worn by Administration Colleagues including Department Secretaries based on the nature of their job or when doing certain tasks. However, it should not be tight-fitting and should be plain black color. Trousers should be worn properly with emphasis on appropriate length. It should not be sagging and the bottom hems should not touch the ground.

UNIFORMED COLLEAGUES

39

37

LADIES

ACCESSORIES

✓ Clean and clear name badge must be properly worn always on the left side. It must be worn when at work inside the hotel premises by Level 3 - 5 colleagues. In the case of Level 1- 2 colleagues, they may opt to just wear the latter mentioned pins. ✓ For colleagues who wear both the name tags and management/service pins, it should all be worn on the left side of the uniform. ✓ For any official activities outside the hotel premises, only management / service pin should be worn, if applicable (i.e. Sales) ✓ Pens must not be visible on the outside pockets of the uniform. ✓ Personal mobile phones can be carried while on duty but must be on silent mode. Personal calls or messages should not be entertained while on duty in the guest contact area

SHOES

✓ Plain black court shoes that are provided with the uniform must be worn at all times. It must be well polished and in good condition. ✓ Health club colleagues must wear white sport shoes with corresponding white socks. ✓ Flat shoes (self provided) are allowed at the back of house areas only. Heels of maximum 2 inches must be worn at the guest contact areas.

UNIFORMED COLLEAGUES

40

38

GENTLEMEN

HAIR

✓ Hair should be clean, neat and tidy always. Hair length should be above the collar and must not hide the ears. ✓ Clean shaven daily. Moustaches, if worn, should be neatly trimmed and may not extend beyond or below the corners of the mouth. ✓ Beards and goatees are not allowed.

JEWELRY

✓ Visible necklaces, bracelets and earrings are also not allowed. However, these may be permitted in certain outlets or departments to match with the ambience/theme and conform with the nature of the job of the colleague (i.e. Health Club, Recreation, Pearls & Caviar) ✓ Only one simple and conservative design watch with a plain face and fitted band can be worn. Generally, sports or diving watches, colored plastic and band watches are not acceptable. ✓ Only one wedding ring can be worn.

HANDS AND NAILS

✓ Hands and fingernails must be always clean. Fingernails must be short and well trimmed. ✓ Bitten, chipped or torn fingernails, dirty nails, nail polish or scaly dry hands is not allowed. ✓ Visible tattoos are not permitted whether permanent or temporary (e.g. henna tattoo).

UNIFORM

41 ✓ Uniforms must be properly fitted, clean and well pressed. Uniforms must be changed if it is dirty, stained or wrinkled. ✓ When in public, jacket and shirt must be duly buttoned. Pockets should not be overly filled with items and should overall look tidy and professional. ✓ Trousers should be worn properly with emphasis on appropriate length. It should not be sagging and the bottom hems should not touch the ground. ✓ Undergarments must not be visible under the uniform. ✓ Suspenders can only be worn if they are not visible.

UNIFORMED COLLEAGUES

39

GENTLEMEN

ACCESSORIES

✓ Clean and clear name badge must be properly worn always on the left side. It must be worn when at work inside the hotel premises by Level 3 - 5 colleagues. In the case of Level 1- 2 colleagues, they may opt to just wear the latter mentioned pins. ✓ For colleagues who wear both the name tags and management/service pins, it should all be worn on the left side of the uniform. ✓ Pens must not be visible on the outside pockets of the uniform. ✓ Personal mobile phones can be carried while on duty but must be on silent mode. Personal calls or messages should not be entertained while on duty in the guest contact area.

SHOES

✓ Plain black leather shoes that are provided with the uniform with either plain black or dark-coloured socks (depending on trouser colour) must be worn at all times. ✓ Health club colleagues must wear white sport shoes with corresponding white socks. ✓ All shoes must always be well polished and in good condition.

UNIFORMED COLLEAGUES

42

40

COLLEAGUES IN SPECIAL ROLE AND GCC NATIONAL (Permitted with exception to match the ambiance, character and identity)

✓ Elegantly styled beards, goatees and side burns are allowed for the lobby ambassador, bar person and local national.

✓ Studded and styled earpieces is allowed for the bar person.

✓ Visible tattoos are permitted for bar person and show piece kitchen chefs only. The tattoos should not be religiously, geographically and gender offensive.

✓ F&B Kitchen and Service (compliance requirement for Shangri-La Food Safety) - Jewelry is not allowed at working hours except plain wedding band (without stone, grooves and limited to one only). - Watch, bracelet and hand band is not allowed to avoid any hazard including the bar person. - Nail enamel is not allowed. - Sheila or head dress must be compliment the uniform (e.g., white or black for the chef)

✓

F & B Kitchen: - Hairnet or Chef’s headpiece must be worn always.

FOOD AND BEVERAGE SERVICE, CULINARY AND SPECIAL ROLE Uniformed Colleagues

43

41

UNIFORM

BUSINESS ATTIRE AND NON-UNIFORMED COLLEAGUES (Additional guidelines for ladies in addition to SLAD and THAD In Style guidelines)

LADIES

✓ Business suits or discreet pinstripe suits must be worn always. Exaggerated patterns or designs are not allowed. It must be properly buttoned while working in public areas. Pockets should not be overly filled with items and should overall look tidy and professional. ✓ Business suit blouses should be worn but not tight fitting. It must be of light or pastel colors to compliment the suit . Only top button should be open. ✓ Blouses must be discreet to match outfit. Appropriate business top button -up shirt or blouse. T-shirts are not allowed. ✓ Skirts shall not be shorter than 2 inches above the knee. It must fashionably combine the tops, blouse and suit. ✓ Abaya, hijab, shiela and burqa is allowed provided it is of conservative design and colour, not accessorized. It should compliment the uniform. ✓ Trousers / pants may be worn by Administration Colleagues including Department Secretaries based on the nature of their job or when doing certain tasks. However, it should not be tight-fitting and should be plain dark color. ✓ Trousers should be worn properly with emphasis on appropriate length. It should not be sagging and the bottom hems should not touch the ground. ✓ Grey, black or skin colored pantyhose must be worn. No fishnet or patterned stockings are allowed. Division / Department Heads to determine color of pantyhose for specific area in their department to compliment the uniform design. Damaged pantyhose must not be worn.

✓ Nametags should be worn when at work inside the hotel premises by Level 3 - 5 colleagues. Management / service pins should be worn accordingly. In the case of Level 1- 2 colleagues, they may opt to just wear the latter mentioned pins. ✓ Nametags and management / service pins are worn on the left side of the uniform. Similarly, non-manager colleagues who have the service pin should wear the pin on their left lapel. ✓ For any official activities outside the hotel premises, only management / service pin should be worn, if applicable. For any non-official activities, name tag and management / service pin should not be worn.

✓ Plain leather shoes which compliment the business suit should be worn. Sandals, boots, mules and fancy styled shoes are not allowed. ✓ Plain dark socks that match the business attire should be worn.

ACCESSORIES

✓ Scarfs can be used for Administration Colleagues including Department Secretaries provided it does not cover the colleagues name tag and pins. The color and design shall compliment the business suit. Exaggerated pattern and bright color are not allowed.

SHOES

✓ Closed shoes that match the business attire should be worn with heels of maximum 2 inches. Sandals, boots, mules and fancy styled shoes are not allowed. ✓ Flat shoes (self provided) are allowed at the back of house areas only. Heels of maximum 2 inches must be worn at the guest contact areas.

44

42

HAIR

GENTLEMEN

BUSINESS ATTIRE AND NON-UNIFORMED COLLEAGUES (Additional guidelines for gentlemen in addition to SLAD and THAD In Style guidelines)

✓ Moustache, french beard and goatees is allowed for Administration Colleagues only provided it is neatly trimmed and elegantly styled along with the uniform. It should not cover the mouth.

UNIFORM

✓ Dark business suits must be worn always (e.g., dark brown, dark blue / charcoal black, grey, medium blue). Exaggerated patterns or designs are not allowed. Jacket and pants must be of the same color and fabric. Jacket must be properly buttoned while working in public areas. Pockets should not be overly filled with items and should overall look tidy and professional. ✓ Shirts should be worn at all times. White, blue, light or pastel colors to compliment the suit. Only top button should be open. ✓ Vest suit may be worn provided it compliments the uniform. The color shall be of the same pattern with the suit. ✓ Kandura along with the accessories is allowed provided it is of conservative design and colour.

ACCESSORIES

✓ Ties, bows and square pockets must compliment the suit if worn. Exaggerated patterns or designs are not allowed. ✓ Cufflinks and tie pins should match the suit and shirt color. Overly sized cufflinks and tie pins are not allowed.

SHOES

✓ Black and brown colored leather shoes which compliment the business suit should be worn. Sandals, boots, mules and fancy styled shoes are not allowed. ✓ Dark socks that match the business attire should be worn. Discreetly patterned socks can be worn provided that it matches the uniform. Brightly patterned socks are not allowed.

45

43

Colleagues Accommodation

Hospitality Group Best-loved

46

44

Our hotel provides accommodation to all colleagues to ensure that they are well taken care of and make it feel as their “ home away from home ” . The accommodation is equipped with every necessity to live a comfortable life.

▪ Colleagues’ Accommodation

Our Colleagues’ accommodations are located at Khalifa City A . These consist of three separate areas around the same district:

✓ Khalifa Buildings ✓ Green Villas ✓ Al Jaber Villas

→ One (1) Building mostly for male tenants. → Five (5) Villas mostly for female tenants

→ Twenty-two (22) Villas for male and female tenants ✓ The above-mentioned structures are made available mainly for Service Associates and Service Leaders.

▪

Colleagues Meals

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.

▪ Free Wi-Fi in (Colleagues Accommodation)

Free Wi-Fi is available in all the rooms across the colleague accommodation. Colleagues are requested not to tamper with the Wi-Fi devices and in case of any network connectivity issue please report to Housing Colleague on their Team Talk number.

Colleagues Accommodation

Hospitality Group Best-loved

47

45

▪ The TV Lounge/Common Room

Colleagues are required to keep the volume at a moderate level in order not to disturb neighbours and other colleagues.

Switch off the devices before leaving the common Room after use.

▪

Laundry Facilities Washing machines are provided in the flats/ villas.

Remark: Washing powder (FRONT LOAD) for automatic laundry machines will be provided by the Hotel. Dryer Machines are also provided for the colleagues in the laundry room.

• Gymnasium

These facilities will be available at the Green Villas and Al Jaber Villas for the use of colleagues. All users are to strictly adhere to rules, regulations and safety guidelines posted by the Management.

Opening Times: Open 24 Hours. Switch off the devices, lights before leaving the Gym room.

• Your Bedroom

All bedrooms are on a sharing-basis, furnished with at least two single beds, two side tables, writing desk, a chair and cupboards designed to make your stay as comfortable as possible.

• Toilets/Bathrooms

The accommodation will have shared washroom facilities. It is required that hygiene, cleanliness, and patience is practiced to the highest degree for the consideration of other fellow roommates/ tenants.

Colleagues Accommodation

Hospitality Group Best-loved

Toilets are to be cleaned by the colleague themselves. Housing team provides cleaning equipment's ( mop & brush)to each room.

48

46

▪

LinenRoom

There will be a Linen Room located in the Colleagues Accommodations.

Clean linen (towel, bedsheet, duvet cover and pillow covers) will be issued at the linen counter only on receipt of soiled linen from colleagues and will be on an item for item basis.

▪

Conduct Eviction

Housing team strives to provide a positive experience for all colleagues. To ensure the housing community remains a safe and comfortable living environment, it is important that you follow the expectations and regulations as outlined in this Handbook. A resident will be subject to eviction if: ❖ The continued presence of the resident constitutes a physical danger/threat to another colleague, or themselves ❖ The resident has withdrawn from work at SLAD / THAD or has been suspended from the SLAD / THAD. ❖ The resident is found to have seriously or continuously breached the Community Standards, as outlined in this Housing Handbook. All conduct evictions include the following disciplinary action: ➢ The colleague is required to vacate Housing property on twenty-four hours’ notice. ➢ The colleague is prohibited from being on Housing property after eviction is complete. ➢ The colleague is not able to re-apply to Housing for future terms.

▪

Parcel Arrival Information

Colleagues Accommodation

Hospitality Group Best-loved If you are alerted by your postal delivery service that a parcel has arrived, please note that it has only arrived at the HR office, and not necessarily to the Housing Services Office. Please informed Housing Services to receive and process incoming mail. When a parcel or package arrives for you, an email will be sent to the address listed on your Housing portal account to notify you that you can now pick up your parcel at the Housing office during office hours.

49

47

▪

Parking Pass

Parking is available in limited capacity. Colleagues with valid license and car registered in their name are permitted parking with prior approval from Human Department. Visitors not allowed to use the Parking and Transportation Services.

▪

Equipment & Resources

Housing Services provides a variety of cleaning supplies and recreational equipment for Resident use free of charge, Supplies and equipment can be found inside the compound. Please check with the Housing team for issuance of equipment's.

▪

General order

Hospitality Group Best-loved Reporting damages Please immediately report damages/repairs to the housing staff immediately. The tenant’s will be liable for damages which have been caused wilfully, through negligence and through improper use. There is no insurance cover on the part of accommodation. Waste disposal You may dispose of your personal waste into “garbage bags” in the available garbage bins located at your accommodation.. Laundry Facilities The Housing will provide you with bedclothes. You must wash them yourself and leave them in the room completely and unwashed when moving out. Inside and outside the whole house attention must be paid to cleanliness and tidiness. The depositing of waste and objects in the common areas as well as outdoors is not allowed. Cleaning of room, kitchen, and sanitary facilities You are responsible for cleaning your room and the commonly used rooms such as the sanitary facilities and the kitchen after use. For your support, the common rooms are cleaned by Housekeeping casuals once a week.

Colleagues Accommodation

50

48

Furniture / personal items Storing furniture in the corridor and in the stairway as well as cardboard boxes on closets and in the attic is not allowed due to fire protection safety reasons. Emergency exit must be always kept free. When moving out, all furniture must be present in the room. Missing furniture will be invoiced. Smoking Smoking is not allowed inside the accommodation and smoking is permitted only in designated area. Cigarette butts must be properly disposed of in the ashtrays provided. No smoking signs and areas where smoking is prohibited shall be strictly observed.

Transportation

Fully air-conditioned buses will be provided for colleagues to travel to/from work/hotel.

The transport schedule is posted on the colleagues notice boards of the hotel and on the colleagues’ accommodation notice boards.

Bus will stop only at the designated stops approved by the Human Resources. Colleagues are not permitted to speak to the driver requesting for stop over other than the approved ones.

➢ Colleagues are not allowed to eat and drink inside the bus. ➢ Smoking is not permitted in the vehicle.

➢ Colleagues should not stand in the vehicle whilst it is in motion. ➢ Nothing is to be thrown out of the windows of the vehicle. ➢ All doors and windows must be closed whilst the air conditioning is in operation. ➢ Visitors are not allowed to ride in the bus. ➢ Do not litter in the bus.

Colleagues Accommodation

Hospitality Group Best-loved

51

49

2. ACCOMMODATION RULES AND REGULATIONS

Colleagues Accommodation – General House Rules and Regulations

The following rules and regulations must always adhere in order to ensure a harmonious living environment for all. Any breach thereof will result in appropriate disciplinary action.

~Bedrooms

• Smoking is not permitted in the rooms.

• Upon check-in into the Colleague Accommodation, all colleagues will be given an inventory list. Each colleague must sign and return the inventory list back to the Accommodation Manager.

• All furniture and fixtures in the room is under the colleague’s responsibility and the cost of repairing any damage or replacing any shortage will be charged to him/her.

• Furniture may not be relocated or removed without the written authorization of the Colleague Accommodation Manager.

• Vandalism and stickers, poster are not allowed.

• The sharing of rooms or visits between unmarried males and females is strictly prohibited under United Arab Emirates Law.

• No person may occupy or sleep in a room other than that which is allocated to him/her.

• No colleague may enter another room except with the permission of its occupants and only whilst the occupant is present.

• The consumption or storage of any prohibited drugs and alcohol is not permitted.

Hospitality Group Best-loved • Cooking appliances cannot be installed or used inside the bedrooms.

52

50

• Gambling in any room is strictly forbidden.

Colleagues Accommodation – General House Rules and Regulations

• Playing of music (volume) from the stereo system or television should always be kept at a moderate level in order not to inconvenience resting colleagues.

• The hanging of laundry clothes should be done with laundry racks only inside the room. Inappropriate use of hanging clothes are not allowed.

• To ensure the cleanliness of all rooms are kept and maintained to the highest level, the Accommodation Manager will be conduct random room inspection.

• Rooms are allocated on the arrival. Colleague wishing to make a room change must address such requests to the Accommodation Manager, in writing. Room transfer may only take place once the request is approved by the Director of Human Resources. Frequent room changes from the same individual will not be entertained.

• In case of finding any insects/pests in the room, it is the colleague’s responsibility to inform the Accommodation Manager immediately so he can call the pest control company.

• Room key is the sole responsibility of the colleague. If the key is lost, inform the Accommodation Manager immediately. Duplication cost will be charged to the concerned colleague. • To avoid the loss/theft of personal valuables (such as money, camera, video camera, watches, etc.), it is encouraged that these items are kept and stored in the provided drawers / cabinet with locks. The hotel is not liable for the loss of personal items.

• In case of loss of personal items or breakage in locked drawer, colleagues must immediately report incident to the Accommodation Manager.

Hospitality Group Best-loved • In case of any damage or out of order item/s in the room, it is the responsibility of the colleague to inform the Accommodation Manager and complete the maintenance/repair request form. The maintenance/repair will be acted on a “first come, first serve basis,” urgency and availability of materials. If the damage is caused by negligence or misuse of the room’s fixtures and furniture the Management reserves the right to charge the repair cost to the concerned staff.

53

51