iDevelop Series - Guidelines to corrective behavior

iDevelop Series - Guidelines to corrective behavior

GUIDE TO CORRECTIVE BEHAVIOUR AND DISCIPLINARY PROCEDURES

Objective: We have invested in our colleagues and we must treat people as capital assets, we must ensure that colleagues are given possible guidance and opportunity to improve prior to termination.

Scope: Shall apply to all colleagues within the hotel and in the colleague accommodation.

What is Corrective Behaviour & Disciplinary Action?

• When the company takes action against a colleague for violating a rule within the organization. • The “action” taken is identified within the company’s policy. • These “actions” are considered as counselling Sessions, Verbal Warnings, Written Warnings, Suspensions and Termination. • When a colleague violates the policy, the focus is on improvement not punishment or termination.

What is Progressive Disciplinary Action?

• When an colleague continues to violate the policy and receives disciplinary action, the severity of these actions is increased in line the to violations eg. Verbal Warning, 1st Written Warning, 2nd Written Warning, Final Warning, Dismissal. • Verbal warnings are kept for 6 months and written warnings are kept for one year in the colleague’s file.

Performance Matrix

WON’T DO THE JOB

Progressive Disciplinary Action

WILL DO THE JOB

CONDUCT

CAN DO THE

“the manner in which somebody behaves”

JOB

CAPABILITY

CONDUCT & CAPABILITY

CAN’T DO

“the power or ability to do something”

THE JOB

Progressive Disciplinary Action / Training / Coaching

Stopper / Training & Coaching

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Corrective Behaviour & Disciplinary Action Procedure Flow Chart

Poor Performance – Hold counselling Session to determine the case

Misconduct

Deficiency in Skills / Knowledge (Capability)

Attitude (Conduct)

Stage I

Training

Corrective Behaviour Counselling Session

Positive Change

No (Begin Coaching)

Yes (Provide Recognition)

Counselling

Positive Change

Stage II

No (Begin Disciplinary Action)

Disciplinary Action • Verbal Warning • 1st Written Warning • 2nd Written Warning • Final Written Warning • Suspension

Yes (Provide Recognition)

Major

Minor

Disciplinary Action

• • • • •

Verbal Warning

1 st Written Warning

2 nd Written Warning

Final Warning/

Suspension

Stage III

Positive Change

Termination

Yes (Provide Recognition)

No

Dismissal

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Procedures • Review the infraction against the “classification of infractions” to ascertain what category of offence it is A, B, C or D. • Review infraction against the Mode of Disciplinary Action to determine “what stage it is” (is it happening for the first time or repeated for the 2 nd or 3rd time?)

Mode of Progressive Disciplinary Procedures

Progressive Disciplinary Action

Frequency

Level of Offense

st 1

Verbal Warning Written Warning st 1

A

nd 2

Written Warning nd 2

rd 3

th 4

Final Warning

th 5

Suspension 1 -14 days / Dismissal

st 1

Written Warning st 1

B

Written Warning nd 2

nd 2

rd 3

Final Warning

th 4

Suspension 1 -14 days / Dismissal

st 1

Written Warning nd 2

C

nd 2

Final Warning

rd 3

Suspension 1 -14 days / Dismissal

st 1

Suspension 1-14 days / Dismissal

D

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Examples

Work Discipline

INFRACTION

Level of Offense

Colleagues not commencing work on the date and time which they have been scheduled on

A

Colleagues who leave their work area whilst on duty without informing the SL/SM/SSM

B

Colleagues going on leave without prior written approval from their Supervisor

C

Colleagues disrespecting and not following the Supervisors’ lawful directives/instructions.

D

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STAGE

ACTION

RESPONSIBI LITY

DOCUMENTATION

Discussion st 1 (Coaching/counselling Session) Verbal Warning (counselling Session) First Written Warning & Second Written Warning (counselling Session)

STAGE 1 Corrective Behaviour STAGE 2 Disciplinary Action

SM/SSM

• Counselling/Disciplinary Action Form

SM/SSM

• counselling/Disciplinary Action Form

• • •

Incident Report

SM/SSM/SE/ HRD

Letter of Explanation

Disciplinary Hearing (if applicable) • counselling/Disciplinary Action Form

Final Written Warning (counselling Session)

• • •

Incident Report

Letter of Explanation

Disciplinary Hearing (essential)

• counselling/Disciplinary Action Form

SM/SSM/SE/H RD SM/SSM/SE/ HRD

STAGE 3 Dismissal

Dismissal

• • • • • • •

Incident Report

Letter of Explanation

Disciplinary Hearing (essential)

Chronological Summary

APPEAL

Reason for Appeal Appeal Review Decision

SE/HRD

Written Appeal Appeal Hearing Written Decision

Time Validity of Actions

▪ The verbal warning will remain in the colleagues file for 6 months. ▪ The written warning will remain in the colleagues for one year.

User Documentation

• Mode of Disciplinary Action – Identifies the level of disciplinary action to be taken according to infraction. The offences have been categorized with view to the nature, gravity, repetition of the infraction. • Classification of Infractions – List and categorizes specific actions and that an colleague carries out which compromises the disciplines/rules and regulations of the hotel. Refer to Colleague handbook: List of infractions (wrong doings of colleagues).

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Disciplinary Hearing

• Nature of the infraction, the seriousness or gravity. • Degree of infraction to determine the appropriate disciplinary action. • Presence or absence of aggravating or mitigating circumstances. • Review the Personnel Files. • Assess the attitude of the colleague. • Review any precedent cases. • Asses the extent of damage to the hotel. • Any other factors relevant to the incident.

Suspension

• Suspension can only be imposed for up to 14 days days and only when continued employment poses a threat to colleague, guests, the property or if the colleague can tamper with evidence. • Only a Service Executive can suspend with approval from HRD.

Appeal

• It must be made in writing to the DHR. • The appeal must be made within 7 days of receiving the action. • The appeal will be heard by an “appeal hearing committee” that will be the DHR and Divisional SE. • The purpose of the appeal hearing will be to review the evidence found in the hearing and also the reason outlined in the written appeal. • DHR will advise the colleague in writing within 7 days of the outcome of the appeal. • The colleague only has 1 stage of appeal.

Grievance

A grievance is when an colleague has a “dissatisfaction” with regards to a decision or an action that affects him/her (unfair or lawless).

The procedures for managing a Grievance are as follows:

Stage 1 - Colleague must inform their Department Head (verbally or in writing) Stage 2 - If the grievance is not settled within 3 working days, they can inform to Director of Human Resource Stage 3 - If the grievance is not settled within 3 working days, they can inform to General Manager Grievances must be settled quickly, confidentiality respected, and feedback must be given to the concerned colleague within 3 working days. However, the issue must be completed within 21 working days and the GM’s decision will be final.

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Rule 1: Work Discipline

Level of Offence/ Disciplinary Action

Item

Infraction

1. Colleagues not commencing work on the date and time which they have been scheduled on.

A

2.

Colleagues not following rest periods, which they have been scheduled on.

A A

3. Colleagues not following strictly the regulation of time record when they are in and out of their department. 4. Colleagues committing any act in contradiction to the Hotel or office procedures.

A B

5.

Colleagues who leave their work area while on duty without informing the SL/SM/SSM.

6. Colleagues not performing their duties in accordance to the requirement of their job functions.

B

7. 8.

Spitting within the Hotel premises.

B B C C

Committing acts of nuisance on the Hotel premises.

9. Colleagues going on leave without prior written approval from their Supervisor. 10. Colleagues refusing to allow security officers or the person assigned by the Hotel to conduct a search, including body search upon coming into, whilst at and when leaving the Hotel. 11. Colleagues overstaying sanctioned leave without acceptable reason or justification, and without informing or attempting to inform his/her Supervisor of the excuse for such absence.

C

12.

Repeated failure to meet established standards of service or outputs.

C C

13. Ceasing work before the official finishing time without approval from the immediate superior.

Rule 1: Work Discipline (cont.)

Level of Offence/ Disciplinary Action

Item

Infraction

14. 15.

Habitual late attendance.

D D D

Unauthorized use of punch/time cards.

16. Colleagues clocking another colleague’s card on his/her behalf or tampering with the time clock or altering the punch to produce an incorrect result. 17. Obtaining or attempting to obtain leave of absence by false pretence / misrepresentation. D 18. Interfering with the attendance record by falsifying, defacing or destructing any record of the Hotel. D

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Rule 2: Work Procedure

Level of Offence/ Disciplinary Action

Item

Infraction

1. Colleagues having food or bringing food into the premises while on duty without approval from the SE/SSM/SM. 2. Colleagues not following guidelines in economizing the consumption of energy, electricity, water, others.

A

A

3. 4. 5. 6.

Colleagues not co-operating in keeping the Hotel premises clean. Colleagues leaving waste and litter outside the containers provided. Colleagues not wearing their name badge while on duty. Colleagues reading any materials not related to their work while on duty.

A A A A A

7. Colleagues bringing their personal belongings to the workplace. Such belongings must be deposited at the Security Department who shall issue deposit slips. The colleagues must return the deposit slip to the Security Department to obtain their belongings upon leaving the premises. 8 Colleagues not performing their duties in good faith with full capacity, honesty, dedication and perseverance. 10. Colleagues distributing, annoying, teasing or interfering with other colleagues during working hours. 11. Colleagues working with / for another institution or individuals with or without remuneration or compensation, without obtaining prior permission from the General Manager. 12. Colleagues consuming food or drinks that are prepared for selling to or serving customers, or are brought by the customer themselves. 13. Colleagues sleeping while on duty. Colleagues sleeping in the Hotel premises after working hours without permission. 14. Colleagues performing any dangerous act which may cause harm or injury to others on the Hotel premises. 15. Colleagues bringing in or out of the Hotel any items belonging to the Hotel or given to the colleague by Hotel customers without proper authorization as per the Hotel policy guidelines. 16. Colleagues showing disrespect, discourtesy or aggressiveness while interacting with guests of the Hotel. 9 Colleagues using their office hours for personal purposes.

B

B B

C

C

C

C

C

C

17.

Colleagues disrespecting and not following the Supervisors’ lawful directives/instructions.

D

18.

Colleagues refusing to serve customers/guests.

D

19. Colleagues lacking knowledge or skills, which they should expressly or implicitly know. 20. Interfering with another person’s work without just cause during working hours.

B

B D

21.

Habitual or substantial negligence of duty.

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Rule 3: Hotel Confidential Information

Level of Offence/ Disciplinary Action

Item

Infraction

1. Colleagues revealing, providing any documents related to the Hotel to third parties without obtaining prior approval in writing from the General Manager. Unauthorized colleagues giving interviews concerning the Hotel without approval from the General Manager. Authorized personnel are restricted to the Director of Sales & Marketing and the Director of Communications only. 2. Colleagues disclosing confidential information to competitor hotels or business groups which may directly or indirectly affect the Hotel. 3. Colleagues disclosing information of the Hotel’s guests i.e. guest profile, room numbers and other confidential guest information knowingly or unknowingly to unauthorized colleague or the general public.

D

D

D

Rule 4: Conservation of Hotel Business

Level of Offence/ Disciplinary Action

Item

Infraction

1. Colleagues tarnishing the reputation of the Hotel through their conduct and behaviour. 2. Colleagues engaging in any other business that will directly or indirectly compete with the business of the Hotel.

D D

Rule 5: The Hotel Premises and Property Usage/Maintenance

Level of Offence/ Disciplinary Action

Item

Infraction

1. Colleagues playing musical instruments in the Hotel without obtaining approval from their Supervisor. 2. Colleagues failing to report the loss of name badges immediately to the Human Resources Department. 3. Colleagues bringing outsiders into the Heart of the house areas without permission from security. 4. Colleagues not using the designated entrance to leave and enter the Hotel premises. 5. Colleagues loitering on, or returning to the Hotel premises after duty or during leave without prior approval. 6. Colleagues meeting relatives, friends in the Hotel premises without prior approval. 7. Colleagues mishandling equipment, tools and instruments entrusted in their care to carry out their job responsibilities. 8. Colleagues not following the safety procedures and instructions while using the Hotel facilities. 9. Colleagues not ensuring the Hotel property are protected from loss or destruction. 10. Colleagues using equipment or tools of the Hotel for their personal purpose. Tools used

A

A

B

B B

B C

C

C C

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for work purposes not properly kept in their original place at the end of the day. 11. Inattentiveness and carelessness causing damage and loss of Hotel property. 12. Colleagues bringing pets into the Hotel premises without prior permission from the General Manager. 13. Colleagues participating in or conducting meetings in the Hotel premises without obtaining prior approval from the Human Resources Department. 14. Colleagues failing to immediately report the loss of Master Keys to their Service Executive. 15. Colleagues causing damage to property of the Hotel, guests or other colleagues. This includes deliberate or careless damage, interference with or contamination of food, Hotel processing equipment, etc. D 16. Colleagues removing Hotel property out of the premises without authorization. D 17. Colleagues using the Hotel or supporting the use of the premises for illegal or immoral acts. D 18. Colleagues using hotel stationary for personal purposes without authorisation or permission from their SE A 19. Colleagues parking their private vehicles in unauthorized parking areas. B 20. Colleagues taking extended tea / meal breaks. B 21. Colleagues using the restaurants, bars, restrooms and lifts provided for guests, without authorization from their SE, Resident Manager or the General Manager. C 22. Colleagues (other than the designated colleagues) cooking or preparing food in the Hotel premises without approval. C 23. Colleagues who wilfully or negligently cause damage to goods and properties belonging to the Hotel. C 24. Colleagues who continuously fail to report faulty or damaged equipment connected with their work to their Supervisor. C 25. Colleagues who do not report defects or occurrences which they may have noticed which may endanger themselves or any other person or properties belonging to the Hotel. C 26. Colleagues entering the guest rooms or other areas of the Hotel without authorization from the SE/SSM/SM, Resident Manager or the General Manager. D C C C C 28. Colleagues tampering with electrical instruments or other machineries used for work purposes of the Hotel. 29. Colleagues in possession of office keys (other than their own office) without authority. 30. Colleagues posting or removing notices on the notice boards or making amendments on the printed matter posted on the Hotel notice boards without prior approval from their SE or Director of Human Resources. D D 27. Colleagues using Hotel vehicles without approval. D D

Rule 6: Representation

Level of Offence/ Disciplinary Action

Ite m

Infraction

1.

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