SLMU Colleague Handbook

SLMU Colleague Handbook

SLMU/SLMH COLLEAGUE HANDBOOK

TABLE OF CONTENTS

1. Colleague Benefits

5 5 6 7-9

Hours of Work Overtime Attendance Leave/ Sick Leave Gratuity/ Severance Pay & End of Service Benefits Annual Leave Tickets Medical & Health Insurance In House Clinic Staff Accommodation Basic Rules in Accommodation Colleague Restaurants

10 11 12 13 14 15 16 17 18 19 20 21 22

Transportation F&B Discount Staff Room Rate Colleagues Activities Career Growth End of Service Process

2. House Rules & Regulations

3. Rewards & Recognition

Personal Records and Letter Requests Parking Uniforms and Name Badge Off Duty Hours Use of Guest Facilities & Public Area General House Rules VIOLATIONS that result in immediate termination without notice or end of service gratuity Lost & Found Theft Public Statement

Guest Delight Program Colleague of the Month/ Year

34 34

24 25 25 26 26 27 28-29

30 30 31 31 32

Accidents Grievance

COLLEAGUE BENEFITS

Hours of Work

All colleagues are required to work an average 45 hours a week exclusive of meal breaks. Colleagues are entitled to a 30-minute break during the shift. During the Holy month of Ramadan, special consideration will be given to fasting Muslim colleagues. Colleagues are required to work extra hours should business levels so demand. Overtime must have prior approval by the Division Heads.

Overtime

All overtime can only be considered if rendered at the request of the management.

Compensation will be made by time off in lieu as a first priority. Every 9 hours’ time off in lieu will be counted as one full compensation day off. 5

ATTENDANCE

Colleagues must report in time to permit necessary preparation prior to the start of their work shift, colleagues are required to scan in and out in uniform.

Colleagues unable to report to duty must inform their Department Head/Unit Manager at least 2 hours in advance so that alternative arrangements can be made.

Attendance is calculated from the 21st to the 20 th of every month

6

LEAVE

ANNUAL LEAVE Colleagues are entitled to 30 days (22 days + 8 days) annual leave per year. Annual leave is calculated at 1.8 days per month. Leave application must be made prior to the leave and must be approved by the Manager.

EMERGENCY LEAVE 6 days / year with proper document. Cannot be taken continuously for more than 2 days.

MATERNITY LEAVE Female colleagues are entitled to maternity leave with full pay for a period of 50 days (without service charge) including the time before and after delivery, provided that her continuous period of service is not less than one year.

7

LEAVE

COMPASSIONATE LEAVE Colleagues will be entitled to 3 days paid compassionate leave per incident when his/her immediate relatives (i.e. mother, father, spouse, children, sister, brother, grandfather or grandmother) have passed away. 2 Days for an uncle or an aunt. 130 Days for a Muslim female in case her husband passed away.

UNPAID LEAVE In case a 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.

8

SICK LEAVE

▪ Colleagues are entitled to sick leave in accordance with the labor law which is 10 weeks in one year, continuous or separate. ➢ 1st & 2nd week : full pay of basic ➢ 3rd & 4th week : 75% pay of basic ➢ 5th & 6th week : Half pay of basic ➢ 7th – 10th week : 25% pay of basic

▪ No service charge is paid during sick leave.

▪ When a colleague is sick, he/she must see the Hotel Doctor for assessment. If due to sickness, they cannot go for duty, they must inform their manager 2 hours before the start of their shift. • When on duty, colleagues who wish to see the Hotel Doctor must inform their SM/DH before leaving their work area. • Sick leave issued by the doctor from our affiliated hospitals or local government health centers must be submitted to HR within 48 hours for verification. • Sick leave form must be approved by the concerned DH/ExCom. HR will treat it as unpaid leave without their approval.

9

Gratuity / Severance Pay/ End of Service Benefits

A colleague who has completed one or more years of continuous service shall be entitled to Severance pay at the end of his employment. The severance pay shall be calculated as follows:

• After a continuous service of not less than one year and not more than three years, a colleague shall be entitled to 50% of basic salary per year.

• From the 4th year onwards, a colleague shall be entitled to 1 month of basic salary per year.

10

L-1 to L-3 Expats are entitled for Leave Tickets to their point of repatriation mentioned in the contract.

L4 & L5 are entitled for 1 leave ticket every 2 years.

Company books the most economical ticket in line with the unit travel policy. Any changes to this will be borne by the employee

Air tickets may not be accumulated or encashed.

Annual Leave Tickets

11

All Colleagues are covered in Medical Health Insurance for Life and Health

All L-1 ’s are covered by SLIM Medical Insurance

All L-2 ’s are covered up to 10,000 OMR

L-3 to L-5 ’s are covered up to 3,000 OMR ( Referral letter mandatory from In house Clinic before visiting the Hospital ). Apollo Hospital in Ruwi is company tied up Hospital

MEDICAL & HEALTH INSURANCE

In case of unfortunate death, nominee of the colleague gets 36- month salary of the deceased colleague.

12

The hotel will provide first aid with the assistance of the hotel doctor. Colleagues who are seriously ill will be referred to any of the affiliated hospital / clinic

In House CLINIC

The clinic opens 24 Hours and 7 days a week

If the patient would be referred to our affiliated hospital / clinic. required,

The doctor is present daily from 8:00 am to 8:00 pm. And the nurse will be present at all times.

In House Clinic is located in Al Bandar and all colleagues who need medical services can visit the doctor.

13

COLLEAGUE ACCOMMODATION

SPECIAL SERVICE Money Exchange Help Desk once a month Weekly Leisure Bus to malls

ROOMS L.3 Managers: Single Room L.4 – 5: Twin Sharing Room

FACILITIES Wi-Fi

Recreation Room

Gym

Laundry Service

Self Kitchen

Cafeteria

BBQ area

14

BASIC RULES IN ACCOMMODATION

▪

No Smoking inside the rooms

▪

No Cooking Inside the rooms

▪ No Alcohol allowed inside the accommodation

▪ No visitors are allowed to stay overnight in the accommodation without HR Approval

▪ No Cooking pork in the kitchen

▪ Respect the values and ethos of the local community

15

COLLEAGUE RESTAURANTS

Hotel will provide colleagues meals that can be taken in colleague restaurants:

- Al Bandar

- Al Waha

- Utility

- Bait Al Jissah (Accommodation)

BREAKFAST

LUNCH

5:00am – 9:00am

11.30am – 2.30pm

DINNER (Except Utility)

Midnight Snack

5.30pm – 9:00pm

(Only in AB & AW)

12:00am – 2:00am

Food Committee Meeting Twice a month to check the feedback on food

16

TRANSPORTATION

The Hotel Provides free Transportation service from the Hotel to the Colleague Accommodation & Vice versa.

The bus will stop only at the stops decided by the Management and will only follow the scheduled route.

The bus timings are displayed in the employee notice boards updating necessary changes if any.

17

All colleagues are entitled to F&B Discounts. Max of 5 guests. The form is available with Finance – Income Auditor.

The F&B Discount form is to be filled prior and approval from DH and EAM F&B are to be taken after which it is then submitted to the Income Auditor.

All restaurants except Specialty – 50 % discount

Specialty restaurants – 25 % discount Alcohol – 25 % discount

F&B Discount

18

All colleagues discounted room booking must be done online via Shangri-La website. Booking can be done up to 60 days in advance but no later than 7 days prior to arrival.

5 Nights stay per room is limited / one hotel / city. As for the 6th night onwards, rate will be subject to hotel’s discretion.

The benefits also apply to dependent family members, partners and parents but only when accompanying the colleagues up to max 2 rooms.

Colleagues must show their Staff ID upon check in.

F&B = 20 % discount (In certain hotel, local policy may be applicable) Laundry = 20 % discount Spa = 20 %

COLLEAGUE ROOM RATE

19

COLLEAGUES ACTIVITIES

Colleagues are encouraged to take part in Sport and Social Activities. ✓ Leisure Bus Trips to various places in Muscat

✓ Regular Sports activities

✓ Theme Lunch in Colleagues Restaurants

✓ National days celebrations

✓ International Festival Celebration

✓ Cultural Day Trips

20

CAREER GROWTH

Shangri-la promotes internal candidates the priority for its vacancies if available & suitable. Career opportunities within the group are advertised in the Talent Management System ( TMS ) Colleagues can also see all vacancies in the group in career section of Shangri-la website

21

END OF SERVICE PROCESS

In case the colleague has not completed 2 years of service, the visa charges & relocation cost incurred while hiring will be recovered from the colleague.

In an unfortunate situation when a colleague wishes to resign, he/she should serve proper notice as per the contract

First step is to close the bank account and get an NOC from the Bank

The company takes 5 working days to process the settlement after the colleague submits the NOC.

22

HOUSE RULES & REGULATIONS

PERSONAL RECORDS & LETTER REQUEST

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

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

▪ Any changes in bank account number should be notified to the Human Resources Department before the payroll cut-off date.

▪ Letter request (salary/employment certificate, etc.) should be submitted to the Human Resources Division at least 48 hours in advance.

24

PARKING

▪ All L. 4 – 5 colleagues are allowed to park in the designated parking area in utilities parking. ▪ Only ExCom, Department Heads and Service Managers can use the Al Bandar lower parking area. ▪ Only ExCom members can use the guest upper parking area but are encouraged to use colleagues parking during peak season.

Uniforms & Name Badge

▪ All colleagues must wear a name badge.

▪ The loss of a name badge must be reported to the Human Resources Division immediately. The cost of the name badge is OMR 5 and will be charged on the employee, while an old or damaged name badge will be replaced free of charge.

▪ L. 4 – 5 Colleagues are not allowed to bring uniforms out of the hotel.

25

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. Employee Restaurant.

USE OF GUEST FACILITIES & PUBLIC AREA

▪ 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. ▪ Colleagues are not allowed in guest areas 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 guest restrooms. Only ExCom & DHs are allowed.

26

General House Rules

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

▪ Sleeping, loitering or spitting on the Hotel premises is strictly prohibited.

▪ Colleague may only smoke in the designated smoking area. Cigarette buds must be disposed properly, and hands shall be washed before returning to work.

▪ Colleague may not chew gum while 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 the Housekeeping Department for appropriate handling.

27

VIOLATIONS that results in immediate termination without notice or end of service gratuity

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

▪ If he assumes a false identity, or if he resorts to forgery to obtain the employment;

▪ If he commits a mistake which results in a heavy financial loss to the employer provided that the latter should notify the relevant directorate of the incident within three days from the date of his knowledge of its occurrence. ▪ If he in spite of being notified in writing does not comply with such instructions the compliance with which is necessary for the safety of workers or the workplace, provided that such instructions shall be written and hanged in a conspicuous place and the contravention of which is likely to cause a grievous damage to the workplace or to the workers. ▪ If he absents himself from his work for more than ten days without reasonable cause within one year or for more than seven consecutive days provided that such dismissal shall be preceded by a written notice to him from the employer after his absence for five days in the first case. ▪ If a final judgement is entered against him for an offence or felony for breach of honor, trust, a felony committed in the workplace or during the course of his work. ▪ If he commits an assault on the employer or the responsible manager or if he commits a grievous assault on any of his superiors in the course of the work, or because of it if he assaults one of his colleagues in the workplace by hitting him and as consequence thereof sickness or delay from the work for a period exceeding ten days ensues.

28

VIOLATIONS that results in immediate termination without notice or end of service gratuity

▪ If he discloses any secrets related to the establishment in which he works.

▪ If he assaulted the employer or the manager or any of the supervisors or workmates during work or due to work or beating any of his colleagues at the work site and such beating resulted in a sickness or inability to work for more than 10 days. ▪ If he commits a grave breach of his obligations to perform his work as agreed upon in his contract of work. ▪ Drug intake or storing at the employees’ residence or at the resort utility if a final judgment is entered against him/her as per article no 40/6 Omani labor law. ▪ Sexual assault if a final judgment is entered against him/her as per article no 40/6 Omani labor law. ▪ Being involved in illegal sexual relations at the employees’ residence if a final judgment is entered against him/her as per article no 40/6 Omani labor law.

29

LOST & FOUND

▪ Any money or property found on the hotel’s premises must be handed over to Housekeeping Office immediately.

THEFT

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

30

PUBLIC STATEMENT

▪ Unless specifically authorized by the General Manager, no colleagues may make public statements concerning 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 Director of Communication.

ACCIDENTS

▪ All accidents / incidents to yourself or your fellow colleagues must immediately be reported to your service leader/manager.

▪ If it involves a guest, render whatever assistance you can give and report the incident immediately to your service leader / manager.

31

GRIEVANCE

All colleagues must be given a fair chance to discuss their grievance.

The immediate supervisor is the first step

One-plus level Manager (SM or SSM)

Director of Human Resources

General Manager

32

REWARDS & RECOGNITION

Customer Delight Program Colleague of the Month / Year

COM

CDP This is a recognition program that shows appreciation and rewards colleagues who go the extra mile to delight guests or enable their colleagues to delight guests. Hidden Hero cards and Colleagues Suggestions for Internal Guests are available.

This is a local recognition program that shows appreciation and rewards only L. 4 – 5 colleagues with outstanding performance.

Nominations are done by ExCom & DHs only.

34

THANK YOU