SLAD & THAD Employee Handbook 2021

SLAD & THAD Employee Handbook 2021

EMPLOYEE HANDBOOK

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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 Mr. Obeid Al Jaber from Abu Dhabi.

Knowing our team

Our team members consist of young and vibrant people with multi cultural backgrounds hailing from various major cities in and around countries such as China, Southeast Asia, Africa, Indian Ocean, Australia, Europe and the Middle East.

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Terms of Employment

Employment

Your employment with the Hotel is subject to obtaining from the competent authorities in the United Arab Emirates 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 Abu Dhabi Health Authorities upon arrival in Abu Dhabi, all within a period of 60 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 of time and are to commence from the first day of duty.

Sponsorship

According to UAE Labour Law, our colleagues is sponsored by Shangri-La Hotel Qaryat Al Beri, Abu Dhabi. 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 UAE Labour Law, the work permit will be cancelled when a colleague resigns from the Hotel.

Probation

Job descriptions are handed to the colleague upon joining. The job description is used to explain the colleague ’ s job, to identify training needs, to set objectives related to the job / to the personal development and to evaluate the colleague ’ s performance. Based on the UAE Labour Law, the first three months of employment are considered a probation period during which the colleagues services may be terminated by the Hotel without notice or end-of-service gratuity.

Your Performance will be reviewed during the probation period and before confirming your employment.

Promotion

It is the Hotel’s policy to promote from with in whenever possible. Probation reports, Performance Development Review (PDR), conduct, attendance records etc. will be taken into account 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.

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Termination of Service

After the completion of the probation period, either party may terminate this employment by giving 30 days notice in writing or payment in lieu of notice.

The Hotel reserves the right to dismiss you without notice or payment in lieu of notice in accordance with the provisions of article 120 in the UAE Labour Law.

As per the UAE Labour Law, Article 131, where the reason for the termination of the contract is attributable to the employee, his repatriation shall be at his own expense.

Article 120 of UAE Labour Law

An employer may dismiss a worker w/o notice if:

• If the employee adopts a false identity or nationality or submits forged certificates or documents. • During probationary period or on its expiry. • Mistake resulting in substantial loss for the employer. • Disobedience instructions respecting industrial safety or safety of the workplace. • Revealing any secret of the hotel • Not performing basic duties and persists in violating them. • Sentenced by a competent court for an offence involving honor, honesty, or public morals. • If found in state of drunkenness or under the influence of a drug during working hours (staff accommodation also) • Assaulting the employer, manager of any of his/her colleagues • Absence from his work w/o valid reasons for more than 20 non-consecutive days or seven consecutive days (Absconding also applies)

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 minutes time frame), he/she has to report to their supervisor. If he/she reports in excess of 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 colleague 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 C3 atm card (by Rakbank).

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 completing one year of service with Shangri-La Hotels & Resorts and one year in the current role with Shangri-La Hotel, Qaryat Al Beri, Abu Dhabi.

Colleague Benefits

Hours of Work

By law, all colleagues are required to work 54 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 and 23 minutes per day in order 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 10 hours and 17 minutes per day in order 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 Labour for the private sector. These are normally 10 days per year.

In the UAE the Public Holidays are:

Hijra New Year

: 1 day (varies)

Christian New Year

: 1 day (1 January) : 2 days (varies) : 3 days (varies) : 1 day (varies) : 1 day (2 December)

Eid Al Fitr

Eid Al Adha & Waqfa Day Birthday of the Prophet

National Day

Lailat al Isra Wal Miraj

: 1 day (varies)

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. If overtime payment is decided, payment will be at the rate of 1.5 times your hourly basic pay per hour worked. 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, colleague ’ s is entitled to 30 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 UAE Labour Law, female colleagues are entitled to maternity leave with full pay for a period of 45 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 7 days paid compassionate leave per incident when his / her immediate relatives (i.e. mother, father, spouse, children, sister, and brother) 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 15 days The next 30 days

: full pay : half 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

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available from the Human Resources Division and is issued to each individual colleague member when room is allocated to him / her in the accommodation.

Transport

The Hotel will provide transport to and from the Hotel and the colleagues’ accommodation blocks for Level 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 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.

Colleagu es’ Restaurant t imings Breakfast : 06:00 to 09:30 Lunch : 11:00 to 14:30 Dinner 17:00 to 20:30 Midnight Meal: 23:00 to 01:30

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

Smoking is only allowed in designated areas.

Overtime

Service Leaders and Service Associates are required to work extra hours should business levels so demand.

Overtime must have prior approval by the General Manager or Executive on duty and may be recorded and claimed for a time period of not less than half an hour. Meal breaks are not counted as overtime. Compensation will be made by time off in lieu as a first priority. Depending on the department, every 9 hours and 23 minutes for operational department or 10 hours and 17 minutes for administrational departments will be counted as one full compensation day off.

The hourly overtime pay rate is 1.25 times the hourly salary scale at which the overtime is incurred on a normal working day and 1.5 times on a day off and on Public Holidays.

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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 honour 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 Abu Dhabi 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.

As per HHR 68 - Vacation Air Ticket Policy 2021:

• All tickets will be paid through salary. • Only air ticket for new hires and leavers will be booked by the hotel. • Level 4 & 5 colleagues without signing the attached air ticket cash advance form 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. 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 complete 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 Abu Dhabi 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

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treatment, day care surgery and prescribed drugs via the medical providers network in the UAE. (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.

Group Life Insurance Scheme

In the event of the death of a colleague’s member who has completed the probationary period, compensation will be up to a maximum of 36 times his / her monthly basic salary subject to a minimum of AED 50,000 up to a maximum of AED 1,500,000 at the time of his / her death according to the Rules and Regulations of the Hotel Term Life Insurance Scheme.

Personal Accident / Disablement Scheme

The Hotel operates a Personal Accident and Disablement Scheme for all colleagues. In case of accident or any emergency, your department head or the Manager on Duty will send you to the nearest hospital accredited by the existing Health Medical Organization or any of the hospitals mentioned for emergency cases on the notice period and report the accident to the HR Division. (Ambulance number is 999 or 998).

First Aid Centre (Clinic)

The hotel will provide medical treatment and prescribe medication by means of a First Aid Centre with a nurse and doctor. Colleagues who are seriously ill will be referred to any of the affiliated hospitals/clinics. Consultation co-payment fee can be claimed from the Hotel (based on job levels) if the colleague visits any affiliated hospital/clinic. If referred by the Hotel nurse/doctor, the transportation invoice can also be claimed from the Hotel The First Aid Centre operational hours are from 08:30 till 18:30 seven days a week. The doctors will visit the First Aid Centre 4 times a week and the scheduled times will be placed on the colleagues First Aid Centre (Clinic) door & notice board.

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 owner 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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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 UAE Labour Law as may be amended from time to time. At present, and for information only, the end-of-service gratuity is calculated as follows: - Basic salary of 21 days for the first five years of service for each year of the first 5 years of service. - Basic salary of 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 UAE Labour Law as presently in force, if a colleague resigns after having completed 12 to 36 months of continuous employment, he / she will be entitled to only 1/3 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 2/3 of the end-of-service gratuity. The end-of-service gratuity is calculated on the basis of 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 120 of the UAE Labour Law (Article 120 is elaborated on page 152).

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 is 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.

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 15 th of each month.

Passports

All passports are kept in the fireproof safes in 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. Passport Withdrawal Form are available from the Human Resources.

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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.)

Labour Cards

On the successful completion of both the medical check up and visa application, a Labour Card respectively will be issued to each colleague. Copy of colleague’s labour card can be requested from Human Resources.

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.

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 Qaryat Al Beri, Abu Dhabi.

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

All Level 1, 2 and 3 colleagues are to wear the ‘ Shangri-La ’ man agement pin whilst on duty making professional visits outside the Hotel. In the Hotel they wear the name badge and remove the Management pin.

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.

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Grooming Standards

All colleagues must look neat and tidy at all times.

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 kept well trimmed at all times. 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 smiling at all times. 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 biometric attendance system. All colleagues when entering or exiting the Hotel must swipe in or swipe out using designated Biometric machines. If the biometric does not function or any error occurs, it should be informed to the Human Resources office for resolving the issue.

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 or swipe-out for whatever reason, it is their responsibility to inform their Service Manager / Sr. Service Manager of their Division Secretary within 10 minutes in order 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.

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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.

The locker should be kept locked at all times, as the Hotel does not accept responsibility for the recovery of any valuables or properties in case of loss and theft. The loss of a padlock must be reported to the Human Resources Division immediately. The cost of the padlock will be charged for a lost padlock, while an old or damaged padlock will be replaced free of charge.

Using of private locks is prohibited. Spot checks are carried out regularly by the HR and Security teams to make sure the lockers are clean.

Upon termination of service, the locker is to be vacated and the padlock ’ s is to be returned to the Human Resources Department

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 except during break times in the Colleagues Restaurant or when prior permission has been granted by Management.

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Incoming private calls will not be put through to colleagues unless they are of an urgent nature.

Mobile Phones are not permitted at work except for authorized selected colleagues.

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.

Colleagues Mail

There is no home delivery of mail in the UAE. 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. • Colleagues are not allowed to take away any food, drinks or utensils / equipment from the Colleagues Restaurant.

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• 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 or 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 prohibited to use or carry personal pagers or mobile phones unless specifically authorized by the respective Management.

Misconduct Outside Working Hours

All colleagues are required to maintain the highest standard of behaviour 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:

• The consumption of alcoholic beverages in the Hotel at any time, whether on or off duty, unless authorized to do so. • 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, superiors, or colleagues. Use of abusive language. • Wilful 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. • Possession of firearms, explosives, illegal items or publications on the Hotel premises or colle ague’s accommodation. • Removal of any property of the Hotel without authorization. • Utilizing any working equipment for purposes other than those they are intended for. • Immoral conduct, indecency, touting, soliciting for purposes of prostitution. • Smoking in prohibited areas.

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• Leaving work without prior permission. • Asking for tips or any form of gifts from guests. • Entering guest rooms of the Hotel without proper authorization. • Making private business transactions in the Hotel or using their positions for personal benefit. • Committing any act of vandalism or theft. • Unlawful possession or use of any habit-forming drugs and / or narcotics while on the Hotel premises or c olleague’s accommodation premises or reporting for duty under the influence of the same.

• Release or divulgence of confidential information which is in conflict with the interest of the Hotel.

For the details of handling disciplinary action, please refer to the attached A Guide to Corrective Behaviours and Disciplinary Matters Handbook.

Colleagues Grievance

If a colleague/ member happens to feel that he / she has cause for grievance, he / she should discuss it with his / her immediate supervisor or present the case to the Service Manager / Senior Service Manager or approach the Human Resources Division in person.

Offence against the UAE Labour Law – Article (120)

The Hotel may dismiss colleagues without notice in the following cases:

• If the colleague adopts a false identity or nationality or if he / she submits forged documents or certificates. • If the colleague commits an error causing substantial material loss to the employer provided that the latter advises the labour department of the incident within 48 hours from having knowledge of the same. • If the colleague violates instructions concerning safety of the place of business provided that such instructions are displayed in writing at conspicuous places and in case of an illiterate colleague, the latter has been informed verbally of the same. • If the colleague fails to perform his basic duties under the contract of employment and persists in violating them despite formal investigation with him in this respect and warning him of dismissal if the same is repeated. • If the colleague divulges any confidential information of the establishment where he is employed. • If the colleague is awarded final judgment by the competent court in respect of an offence prejudicing honour, honesty or public morals. • If during working hours he is found under the influence of alcohol or drugs. • If in the course of his work he commits an assault on the employer, the manager or any of his colleagues. • If the colleague absents himself/herself without lawful excuse for more than twenty intermittent days or for more than 7 successive days during one year.

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Alcohol Regulations

Alcohol can only be bought for personal consumption at home or in hotel / bar with a valid permit / license. The purchase of alcohol is restricted to non-Muslims who have to obtain a liquor permit/license.

Bars and licensed restaurants are closed during Ramadan.

Being drunk in a public place and drink driving is strictly forbidden by law and punishable by imprisonment / fine.

Alterations to Conditions of Employment

The Hotel reserves the right to amend the conditions of employment, as deemed necessary without prior notice.

Security

Packages & Parcels

No packages, articles of clothing, parcels, paper bags etc. may be taken out of the Hotel unless the colleague is in possession of a gate pass for the package, signed by their Department Head (Service Executive / Senior Service Manager / Service Manager). Security personnel authorised by the hotel have the right at all times to open and inspect the contents of such packages.

Colleagues are not allowed to bring any parcel such as laptop, personal computers, cameras, etc. without a written approval from their concerned Division Head.

Right to Search

As and when required, the colleagues while entering, leaving or whilst inside the Hotel p remises, may be subject to search by the Hotel’s S ecurity personnel or by any other persons as authorized by Director of Human Resources. As and when required, the colleagues ’ personal locker may be subject to a full search by the Hotel’s Security personnel in coordination with the Director of Human Resources or the Executive on duty.

Lost and Found

Any items, money or property found on the Hotel premises which does not belong to that person must be handed immediately to the Housekeeping Office and full details will be noted in the Lost and Found Book.

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Theft

The Hotel does not tolerate theft.

The theft of any property from the Hotel, whether belonging to the Hotel, guests or other colleagues, will result in immediate summary dismissal. This includes the unauthorized consumption of or taking away of food or beverages.

Loss or Damage to Your Personal Belongings

Colleagues are responsible for insuring their personal belongings against fire, loss and damage. The Hotel will not accept any liabilities for any loss or damage to personal belongings.

Public Statements

Unless specifically authorized by the General Manager, no colleague may make public statements conc erning the Hotel’s financial standing, plans or policies, services or facilities, projects or problems (i.e. incidents related to guest or colleagues). Any such enquiry is to be forwarded to the General Manager or the Director of Communication.

Fire, Health & Safety

Fire and Fire Prevention

When a fire is discovered, no matter how small it is, you must do the following:

• Raise the alarm by activating the nearest “ Break Glass or Manual Call Point ” . These are located on various locations in the Hotel.

• Inform the telephone operator by dialling the emergency numbers 100 for Shangri-La Hotel & 123 for Traders Hotel (within the hotel).

• If possible, control the fire by using the correct type of extinguisher, provided there is no personal danger in doing so. Otherwise, do not attempt to put out the fire by yourself. Move to the nearest exit then to the assembly point located outside the collea gues’ entrance.

• If the fire is liable to endanger someone’s life, help and guide them to leave the dangerous area (in doing this, remember to USE STAIRS – DO NOT USE LIFTS).

• Shut all doors and windows in the vicinity of the fire.

• If someone has been hurt, the doctor or nurse will be called by Duty Manager / Security Supervisor.

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Fire Precautions

Most fires are the result of carelessness. It is your responsibility to make sure that the following rules are always respected:

• Do not smoke in ‘No Smo k ing Areas’. • Do not knock, block or interfere fire extinguishers, fire hoses and hydrants. • Do not block passageways, fire exits / emergency staircases. • Report damage to firefighting equipment immediately. • Neatly stake boxes and rubbish away from the building. • Keep flammable liquids tightly sealed in an appropriate store when not in use and label them. • Shut the valves of gas cylinder / stoves when not in use. • Keep all equipment and your workplace clean and tidy. • Remove the day’s waste, le ftover material, and trash collection to the appropriate garbage collection area. • Do not let dirt, paint and oil deposits accumulate. • Report abnormal conditions at workplace to your Service Leader / Manager immediately. • Do not use equipment beyond stipulated limits. • Do not leave operating machinery, stoves, or deep fryers unattended. Do not leave dirty rags lying around. • Do not place items close to heat e.g., linen on top of bulbs, spotlight etc. • Before going home, ensure all equipment are switched off.

Lifts

If someone is trapped in a lift, immediately call the emergency number within the Hotel and inform the Guest Service Centre who will contact the Security Department, Engineering Department and the Duty Manager. Should it appear likely that someone has been hurt, the doctor or nurse will be called by the Duty Manager.

Accidents

All accidents to yourself or your fellow colleagues must immediately be reported to the Service Manager / Duty Manager / Security Supervisor.

If it involves a guest, render whatever assistance you can give and report the incident immediately to your Service Leader / Manager.

Do not commit any liability of the Hotel.

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Other Accidents

If there is a casualty, call Security or the emergency number for assistance, who will in turn inform the Doctor or help the injured person to the Clinic or Hospital immediately. The Guest Service Centre will then report to Management.

If there is a casualty in the Accommodation, colleagues should call the Security Officer on- duty who will in turn inform the Housing Manager about the Situation.

Assembly Points

In the case of emergency, all guests and colleagues will have to evacuate the building and immediately go to an Assembly Point allocated by the Hotel, usually situated outside the building (the location will be communicated to you during the fire Training).

Personal Development and Training

Policy

The Management of the Hotel recognizes that it is the efficiency and service of its colleagues that will determine the reputation of the hotel and its operating success.

The Management is anxious that during the colleagues ’ employment with the Hotel, the colleagues will develop personally, socially and professionally.

The Hotel provides a well planned and unique scheme of development and incentives that are designed to enable colleagues to develop them to the full limit of their potential and to afford the keys to a successful and satisfying career in the hotel industry.

Education and Training Sponsorship Scheme

The Hotel provides many facilities and courses for personal and professional development and may approve an educational subsidy towards the cost of tuition fees up to a maximum of 100% subject to certain conditions set by the Hotel.

Shangri-La Academy (Online Learning website)

Knowledge & skill development has been digitalised also. All existing as well as new colleagues (as part of their orientation) are encouraged to do mandatory courses as well as other functional and essential online courses to extend their knowledge by using Shangri-La academy portal. Colleagues can login to official website: www.academy.shangri-la.com using the login id and password provided by Learning & Development team.

Orientation

Hotel and Departmental Orientation attendance are compulsory for all colleagues within the first month of employment.

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General Information

Guest Delight Program

The Guest Delight Program is a recognition program that shows appreciation and rewards colleagues who go the ‘extra mile’ to delight guests or enable their colleagues to delight the guests. Guest Delight cards are available for hotel guests in a special display with a box at the Front Desk and at the lift landing areas on each floor. Guest Delight Cards and Hidden Hero Cards for Internal Guest are available in a display near the HR office.

Performance Monitor

It is an important tool for measuring the guest satisfaction with the services provided by the different departments in the Hotel.

A questionnaire is sent by a consultant to guests who stayed in the Hotel. Then, the answers are analysed by the consultant and sent back to the Hotel.

A monthly and quarterly report is communicated monthly and quarterly to the Hotel with statistics showing the strength and the areas for improvement with regards to services provided to guests as well as a comparison with the previous months / quarters and a comparison with other hotels in the group.

Golden Circle

It’s a recognition and appreciation program aim to our most loyal guests through the delivery of high standards of services & privileges.

Individual Guests Profiles are maintained to ensure that benefits are individually tailored to meet the particular preferences of each guest at every Shangri-La Hotel, Resorts and Traders Hotel.

Golden Circles Memberships are 3 levels: Gold, Jade and Diamond

Colleagues Communication Channels

We provide open communication channels for colleagues to give suggestions and voice issues of their concern. Various communication programs are used to receive feedback from the colleagues, such as:

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Dialogues with EXCOM sessions – An open group communication meeting between all colleagues and EXCOM (General Manager or one of the Service Executives) on a monthly basis. The aim is to discuss issues related to work and implement improvement measures or to discuss any topic of general interest related to the work environment. Subject matter raised are replied to and posted on the colleagues notice board without disclosing the name of the colleague having participated in that dialogue session.

GM’s Luncheon – A casual luncheon gathering between the Service Managers and the General Manager to discuss issues of mutual interest concerning the company and the hotel performance.

State of the Hotel Meeting – A quarterly meeting between all the colleagues and the General Manager to review the hotel performance / achievement in the last quarter and the planned activities in the future months.

Colleagues ’ Council Meeting – A monthly meeting of representatives from different departments to discuss issues related to work environment and plan for the sports & social activities for the following months.

Staff Opinion Survey – A questionnaire given to every colleague once a year to get their feedback concerning the working environment, the career development the benefits and welfare which will be analysed to improve the colleague relations. The results of the survey are analyzed by a consultant, sent back to the Hotel for improving the areas of concerns.

Voice – A form which the colleague can fill in and place in a box placed near the HR office to speak up about any concern in the Hotel or to suggest any idea to improve the services provided to internal or external guests. Should the idea be implemented the colleague is awarded by the management.

Colleagues Digital Magazine/ Newsletter - Shoo Fee Ma Fee – Quarterly Colleagues Facebook Page – Thesladthadlab

Shoo Fee Ma Fee is shared to all internal hotel email id users. The purpose of the newsletter and Facebook page is to keep all colleagues informed of what is happening within the Hotel and to provide professional knowledge. A colleague is welcome to submit articles for this newsletter.

Colleagues Counselling - All colleagues are encouraged to seek counselling from their Service Leader, Service Manager, Senior Service Manager, or any colleagues of Human Resources Division. The purpose for counselling sessions is to acknowledge personal, work and welfare matters.

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Exit Interview – During exit formalities, colleague is requested to fill up an online exit interview on the job environment, benefits, and career development provided and find out the reasons for leaving.

Performance Development Review (PDR) – A twice yearly appraisal which is a two-way communication between the colleague and his / her superior to evaluate performance and find areas for development and career planning.

Colleagues ’ Notice Board – Main Notice board is located near the colleague’s restaurant, comprising of various section on Sports & Social Activities, Guest Delight Programme, Hotel Performance, Golden Circle Programme, Hotel Policy and Procedures, Training Programmes, Shangri-La Food Safety Management System, Corporate & Hotel Happenings, Community Information, etc.

Intranet – An electronic interactive communication tool between Corporate Office (SLIM) and all Shangri-La hotels.

Office 365 – An electronic communication tool between all Departments in the Hotel, all Hotels within the group and the corporate office.

C OLLEAGUES A CCOMMODATION H ANDBOOK S ERVICE L EADERS & S ERVICE A SSOCIATES

C OLLEAGUES F ACILITIES

1. Colleagues’ Acco mmodation

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

Khalifa Buildings → One (1) Building mostly for male tenants. Green Villas → Five (5) Villas mostly for female tenants Al Jaber Villas

→ Twenty-two (22) Villas for male and female tenants

The above-mentioned structures are made available mainly for Service Associates & Service Leaders

2. Colleagues Meals

Off and Duty meals will be provided at the hotel colleag ues’ restaurant. The meal and service times are being displayed on the notice board of the restaurant.

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