TM June Orientation

TEAM MEMBER HANDBOOK Page 1

2019

Team Member Handbook

Dear Team Member,

On behalf of the whole team here at Anantara Al Jabal Al Akhdar Resort, it
gives me great pleasure to welcome you on-board. You are joining a team
that is not only capable of delivering the highest levels of authentic luxury
and superior guest service, but also the ability to create a unique
indigenous experience for both our guests and team members. We
believe that all of our guests will leave with an amazing story to tell, whilst
you along with your colleagues will help to create and nurture such stories. We are very
passionate about the companies brand promise of, ''Life is a Journey".
We aim to convey hospitality with a distinctive Omani essence, and you as a team member are
an ambassador of such promises and brand identity, to be understated, dignified and
considerate. You have been specifically selected to express our brand values, including a mind-
set of grace and respect with a sense of pride and ownership.

Our experts are here to guide and assist you, in the same manner that you as an expert will
guide and assist our guests - this is part of our DNA.

Your overall welfare is very important to us. To this extent, we will ensure you are enrolled into
our comprehensive training program, to support our commitment of developing your career
within our ever expanding global footprint. There will be many organized team excursions,
sports and activities for you to participate, so that you can quickly adjust yourself to your new
surroundings and feel at home with your new colleagues.
Within this handbook you will find rules, facts, advice and guidelines to help you settle into your
new challenging but exciting role. If you have any questions, please do not hesitate to ask your
supervisor, head of department or Human Resource Manager who will be very pleased to clarify
any concerns.
Once again we wish you a very warm welcome and all the best in your work and career with us.
It’s time to start your amazing journey.
Yours respectfully,

Dagmar Christiane Symes
General Manager
Anantara Al Jabal Al Akhdar Resort

1. INTRODUCTION

Anantara Al Jabal Al Akhdar Resort is owned by Oman Tourism Investment Co. LLC and is managed by
MINOR Hotel Group in Thailand.
MINOR Hotel Group is today one of the largest hospitality and leisure companies in the Asia Pacific
region.

2. VISION

MINOR Vision - To be a leading hospitality, restaurant operator and lifestyle brand retailer through the
delivery of branded products and services that provide 100% SATISFACTION to all stakeholders.

3. MISSION

MINOR Mission - To detail the Anantara experience, in people selection, in collaterals, in design in
landscape, tailor making the resort to fit the market and to provide four stakeholders who are:

 Our valued guests
 Our valued Team Members
 Our valued shareholders
 The local community in which we serve with a unique opportunity

4. CORE VALUES

 Customer Focus
 Results Oriented
 People Development
 Innovative
 Partnership

1

5. BRAND PROMISE

A brand is a promise to its customers. In all that we do, we put our hearts and minds into keeping this
promise:

“Anantara is a luxury hospitality brand for modern travelers, connecting them to genuine places, people
and stories through personal experiences, and providing heartfelt hospitality in the world’s most
exciting destinations.”

6. BRAND VALUES

 Indigenous: can be defined as “native”
 Expertise: can be defined as “skillful”
 Authentic Luxury: can be defined as “ non-formulaic ”

7. OUR PASSION

We are passionate about every guest leaving with an amazing story.

8. THE HOTEL

‘Anantara’ The word in Sanskrit means "without end" and evokes the freedom, movement and harmony
that is the spirit of the Anantara Experience.

Each Anantara Hotel and Resort draws its strength from the rich cultural traditions, historic heritage
and natural beauty of its destination. As such, every experience is a unique voyage of discovery and
inspiration that is distinctly Anantara.

A rare jewel in the rocky contours of the vast Saiq Plateau on Oman’s fabled Green Mountain. Anantara
Al Jabal Al Akhdar Resort will be magnificently perched almost 2,000 metres above sea level on the
curving rim of a great canyon, making it the highest five star resort in the Middle East and the second
highest in the world. Rooms and villas of luxurious authenticity immerse guests in the splendours of
Omani culture.

2

a. Accommodation (ROOM FEATURES AND AMENITIES)

The 115 rooms and villas of luxurious authenticity immerse guests in the splendours of Omani
culture inside and draw the eye outside to admire canyon, cliff or garden views.

All rooms have their own bathtub and separate rain shower, walk-in dressing room, Nespresso
coffee machine and luxurious Amouage bathroom amenities. Rooms are kitted with state-of-
the-art interactive IPTV’s, video on demand and a digital concierge at your fingertips. All villas
are complemented with their own private swimming pool and personalised butler service to
provide a luxurious and discreet service.

Room Type Area Inventory Rm Swimming Pool length/ Amenities
SQM numbers Pool Depth width

Premier 60 40 Ground Floor NA NA Elemis
Canyon View 60 Elemis
178 42 First Floor NA NA Elemis
Deluxe Canyon
View 178 15 12,14,15,17- 1.2m 4.5x5x1.2m deep Elemis

One Bedroom 27, 29
Garden Pool
Villa 2 30,31 1.2m 4.5x5x1.2m deep

One Bedroom
Deluxe Garden
Pool Villa

One Bedroom 188 8 2-9 1.2m 3.25x9.5x1.2m Elemis
Cliff Pool Villa 309
309 deep
Two Bedroom
Garden Pool 3 13,16,28 1.2m 7.8x6mx1.2m deep Elemis
Villa
2 31.33 1.2m 7.8x6mx1.2m deep Elemis
Two Bedroom
Deluxe Garden
Pool Villa

One Bedroom 188 2 10,11 1.2m 3.25x9.5x1.2m Elemis
Anantara Cliff 700 Elemis
Pool Villa deep

Three Bedroom 1 1 1.2m 14.75x5x1.2m
Royal
Mountain Villa deep

3

b. Food & Beverage Outlets

Name: Al Maisan - Amazing Star

Location: Al Maisan, in its elevated position above the central courtyard; and as the

highest placed restaurant in the resort will offer indoor and outdoor terrace seating capacity for

124 covers.

Cuisine: International, including theme nights

Concept: With an open plan kitchen and several live cooking stations, Al Maisan is an

enticing venue, full of flavours and aromas from all corners of the globe, with a central focus on

Asian cuisine. This fabulous all-day dining restaurant offers an extravaganza of culinary delights

including sumptuous buffets, freshly made breads, sweets and pastries. Open for breakfast,

lunch and dinner a perfect setting to take in the views surrounding the resort and the canyon.

This restaurant will only be serving buffets, no a la-carte menu.

Operating Hours: Breakfast 07:00 – 10:00

Lunch 12:00 – 15:00

Dinner 18:00 – 22:00

(Restaurant only open during the above time)

Covers: 124 pax

Name: Al Qalaa – The Fort

Location: Centrally situated in the heart of the resort, the Mashawi Al Arabiyah is graced

with the iconic architecture of the Musandam Tower. As a backdrop and an alluring interior

design that could be straight out of "A Thousand and One Arabian Nights".

Cuisine: Arabic

Concept: The resorts signature restaurant brings to you the finest dining with the true

essence of Oman. Following time-honoured and sometimes secret recipes from Oman and

various corners of the Arab World. The specialty restaurant serves grilled meat, vegetables, fish

and seafood fresh from local markets, most of which is harvested from the Sea of Oman, nearby

fields and farms of Al Jabal Al Akhdar. Together with an eclectic wine menu, our fine dining

option is a true culinary gem, savoured for the most discerning palate. An atmosphere of fine

dining and elegance caps offers an unforgettable experience.

Operating Hours: Open for Dinner only 19:30 – 00:00

Covers: 100 pax

4

Name: Bella Vista - Beautiful View

Location: With breath-taking views by the infinity pool where water meets the sky,

Bella Vista is undoubtedly one of the most unique and inspiring poolside restaurants in the

world. As the pool reflects the overarching sky and the view overlooking the canyon the mind

expands and the spirit soars.

Cuisine: Italian

Concept: Bella Vista Restaurant offers a simple and very satisfying pleasure of

contemporary Italian cuisine with fine seasonal ingredients, Interesting textures and

mouthwatering fresh flavours. Casual in the daytime, when night falls, the restaurant presents

its evening elegance.

Operating Hours: Lunch 12:00 - 1830

Last order 17:45

Covers: 109 pax

Name: Al Baha Café - Courtyard Café

Location: With its central view in the heart of the Resort, Al Baha Café is a perfect place

for relaxing and meeting.

Cuisine: International / Snack & Light Meals

Concept: Enjoy delicious home-baked pastries and exotic sweets served daily. Speciality

teas, fresh juices, mocktails are served by the resorts beverage guru’s as the sensual aroma of

coffee beans fill the air. In the evening gather around the warm open fireplace of the courtyard

and gaze over the sky-filled stars.

Operating Hours: 08:00 – 20:00

Covers: 46 pax

Name: Al Burj Lounge – Arabic for The Tower

Location: The Moroccan Lounge, ‘The Tower’, takes its inspiration from Oman’s

traditional defensive architecture. Because of its lofty heights, steep sides, and inaccessibility,

Al Jabal Al Akhdar was a natural fortress and used as such in the mid-twentieth century when a

warring faction sought refuge there, using caves as bunkers that started in 1954 and again in

1957, ending in 1959.

Cuisine: Moroccan

Concept: This high end Lounge offers specialty coffees and teas, fabulous juices, as well

as an array of fine wines, champagne and cocktails. Al Burj Lounge’s light menu is inspired by

the Spanish appetizers known as tapas.

Operating Hours: 19:30 – 02:00

Covers: 53 pax

5

Name: Al Shourfa – Relaxing Area

Location: Situated above the Courtyard, the Isteraha Majlis or Shisha Lounge is ‘A Place

to Relax in the Sky’.

Concept: Originating in Persia and India in the late sixteenth century, the hookah or

water pipe used for filtered smoking has long been popular in the Arab World where flavoured

tobacco is used and the practice is known as ‘shisha’. Gathering to smoke shisha from decorated

water pipes is a favorite way of socializing with friends at cafés, restaurants and clubs. Local

flavours include apple, peach, apricot, pomegranate, mango and melon. You may be tempted

to try not only our standard offerings, but also our VIP varieties of these wonderful flavours and

pipes.

Operating Hours: 19:30 – 02:00

Covers: 53

c. Anantara Spa

Rooted in the timeless healing traditions of the world's richest cultures, Anantara Spas are
designed to restore balance and harmony between body and mind in an oasis of beauty, grace
and tranquility. Intoxicating aromas of the world's most exotic elixirs and oils are used in
treatments designed to deliver radiance, healing and a quiet sense of inner and outer well-
being.

Anantara Al Jabal Al Akhdar Spa harnesses the essence of Arabia with five treatment rooms and
ancient Hammam rituals for a unique massage experience. The Spa is complemented by a
complete wet area with two separate indoor swimming pools, for both men and women, as well
as a steam room and Jacuzzi tub.

d. Diana’s Point

‘Diana’s Point’, the most famous viewpoint on Al Jabal Al Akhdar is situated in the heart of the
Resort. Although many local residents believe that Diana camped on this site for as long as two
weeks, she came with Prince Charles on a six-hour day trip in November of 1986. Their Royal
Highnesses, the Prince and Princess of Wales arrived by helicopter on the site of the Resort,
which was at that time an untouched wilderness area.

Charles spent most of the time painting the magnificent scenery in water colours, while Diana
read a book. Tracing their steps, we have chosen the most idyllic viewpoint to build a platform
for Diana’s Point. As you stand timeless in the place where Diana once was, you can imagine her
there and how she must have felt sublime in the grandeur of nature, just as you do. The
ophiolite rock slabs on which Charles and Diana walked are laced with fossils more than 230
million years old, which no doubt would have attracted the keen interest of Charles, a
passionate environmentalist.

6

9. POLICIES AND PROCEDURES

This Team Member Handbook has been developed to provide general guidelines about Anantara Al
Jabal Al Akhdar Resort policies and procedures for Team Members. It is a guide to assist you in
becoming familiar with some of the privileges and obligations of your employment. An updated version
of the Team Member Handbook will be available for you to refer in the library, intranet, HR Department
and with your Head of Department. Therefore, without any advance notice to you, these guidelines are
subject to modification, amendment or revocation by Anantara Al Jabal Al Akhdar Resort.

9.1 Terms of Employment

All Team Members will be governed under the Labour Laws of the Oman. Accordingly, all expatriate
Team Members will require permission for employment from the government authorities along with a
valid resident visa / work permit. All the formalities for the above will be done by the Human Resources
Department on behalf of you.

It is the responsibility of each Team Member to promptly notify the Company’s Human Resource
Department of any changes in personal information such as;

 Name
 Address
 Contact Number
 Emergency Contact Information
 Marital Status / Number of Dependents
 Bank Account Information

A Team Member’s personal information should be accurate and current at all times.

9.1.1 Grading Levels

Grade 1 CH - Company Head
Grade 2 DI - Division Head
Grade 3 DH - Department Head
Grade 4 SH - Section Head (Assistant Manager)
Grade 5 UH - Unit Head (Supervisor)
Grade 6 TM - Team Member

7

9.1.2 Probation

The probation period provides the Department Head, Section Head and the Human Resource Manager
with the opportunity to guide and express what is expected of a new Team Member undergoing a
probation period, set objectives and standards, and continuous assessment of performance.

It also gives the opportunity for new Team Members to familiarize themselves with the new role and to
assess their suitability for the position.

All Team Members regardless of qualification and experience shall serve a minimum of three (3) month
or as stated in the contract letter. The Team Member may resign, if he/she wishes during his/her
probationary period and in such case he/she is required to give maximum of seven (7) days.

9.1.3 Transfer Requisition / Promotion

Any Team Member who has completed 12 (twelve) months of service in the confirmed cadre or in
contract are eligible to apply for any vacant position within the Minor Hotel’s Group.

The Management has the right to transfer / promote or not to transfer / promote Team Member (s)
from one post / job to another, to different hotel within the group, to different shifts, temporarily or
permanently, as per business requirements and special needs.

9.2Team Member Benefits

9.2.1 Remuneration:

(a) Salary

Monthly salary pay cycle would be 30 calendar days from 01st to 30th of every month. Salaries are
paid monthly and transferred to Team Member bank accounts by the end of each month.

(b) Overtime

In order to facilitate the operation, Team Members may from time to time be called upon to work
overtime. If a TM / UH level Team Member is required to work overtime or on his scheduled day off,
he/she will be compensated as per the Employment Regulations of Oman.

Overtime shall be worked only with the authority and prior approval of the Division/Department
Head or the orders of a person authorized by such person to allocate overtime.

8

1. The maximum number of hours a Team Members may be permitted to work on any one
day is 9 hours with one hour break and spread over duty consist of 12 hours duty
including 4 hour interval in between the shift.

2. A Team Member working beyond a 09 hour duty shift or beyond a 12 hour spread over
duty shift is entitled for overtime.

3. Any Team Member working double shift (Full Shift) may request for leave in lieu or
payment of overtime.

4. The rate of overtime is calculated as one and half (1 ½) time the normal hourly rate.
5. Overtime Claim Application Form should be approved by the Department Head and

General Manager or Executive Assistant Manager before it is submitted to the Human
Resource Department for payroll purposes.
6. A minimum period of one hour (01) need to be performed outside working hours to
become eligible for an Over Time claim at a time and thereafter Over Time will be paid
for every 30 minutes of work.
7. Regular overtime should be avoided.
8. Where a Team Member has refused to work overtime or has not turned up for same
without a valid excuse, the matter must be referred to the Human Resource Department
for necessary action.

(c) Service Charge

The Service Charge for the previous month will be transferred to the bank account on the 10th of the
following month. If the 10th falls on a bank holiday, the transfer will take place on the previous banking
day.

9.2.2 Attendance and Punctuality

A Team Member shall not be absent from duty without obtaining prior permission from the
Department Head. In the event of an unforeseen reason where a Team Member is compelled to stay
away from duty, he/she shall inform the respective Department Head by any means (mobile, tele mail)
as soon as possible or not later than 24 hours of such absence with reasons which led to his/her inability
to report to work.

Vacation of Post – in the event if the Team Member keeps away from duty for 03 consecutive days
without any information, he/she shall be treated as having vacated his or her post in the company. In
such an event the Department Head should take prompt action to notify the Human Resource
Department with this regard in writing to serve notice of vacation of post on the Team Member
concerned.

Any Team Member having an urgent reason for leaving work must obtain permission from the
respective Department Head or superior in charge prior to leaving the designated duty station.

9

If a hotel Team Member goes out during Office hours on account of Office Work, then he or she shall
fill-in a prescribed ‘Exit Pass’ slip duly approved by the Department Head and submit to the Human
Resource Office.

Any Team Member not reporting to work or reporting to work habitually late will be dealt with
disciplinary action by the Hotel or Corporate Office on intimation by the Department Head or Human
Resource Department.

9.2.3 Hours of Work

Normal Office hours are considered to be from 8.00 am to 5.00 pm each day. However due to
operational requirements certain categories of Team Members are required to work on a roster basis
applicable to the respective department.

Team Members who are required to work on shift owing to the nature of their duties should refer to
their Department Head for their shift schedules and should comply with the monthly duty roster. Duty
Rosters will be communicated well in advance for the convenience of the Team Members.

In exceptional cases, there may be a need for Team Members to be on-call outside normal working
hours to handle operational or contingency matters. If the matters cannot be dealt with over the
telephone, the Department Head may require the Team Members to return to the workplace for
emergency action. Extra hours worked will be compensated in accordance with the policy and
procedure governing overtime compensation as Omani Labour law.

By arrangement with the Department Head, Team Members may have morning tea, evening tea and
lunch not exceeding one hour, at flexible times.

9.2.4 Leave & monthly day off

Leave has to be mutually agreed taking into account the workload and the Team Member’s needs.
Leave must be approved in advance, except when the Team Member is unable to anticipate the
absence. All documents related to leave will be kept in the Team Member’s personal file.

 Monthly Day Off

Every hotel Team Member is entitled for eight (08) days per month.

10

 Annual Leave

Team Member shall have a right to an annual leave with full salary, for a period of not less than thirty
days. The employee shall have this leave considering the interest of the work. He shall not enjoy this
annual leave before the lapse of at least six months from joining work.

The employer may pursuant to the above paragraph postpone the annual leave of a team member for
one succeeding year.

Team Member shall go on leave at least for a period of two weeks once every two years.

The employer shall pay to team member the basic wage for the days of the annual leave which the team
member has not been availed; if team member has agreed to that in writing.

The employer may deprive team member of his/her wage for the leave period or recover the amount of
wage paid if it is proven that team member has worked during such leave with another employer.

Team member shall be entitled to the basic wage for the balance of his/her annual leave if he/she
abandons the work before exhausting such leave.

Team member shall be entitled to his/her Gross Wage during holidays for festivals and other official
occasions as may be specified by a decision of the Minister. Should an official holiday coincide with a
weekly paid rest day, team member shall be compensated therefore by another day. If the official
holiday falls during the period of annual leave, team member shall not be entitled to any compensation
therefor.

Team member may be asked to work on an official holiday if the circumstances of the work so require,
and in such a case team member shall be entitled to receive his Gross wage for such a day with an
additional amount of not less than 25%, or to have a rest day as substitute therefor.

 Medical Leave

Subject to the provisions of the social Insurance Law, team member whose illness is certified shall be
entitled to a sick leave the total of which shall not exceed ten weeks during one year irrespective of
whether it is divided or continuous and it shall be granted as follows:

1- The first and second weeks with Gross Wage.
2- The third and the fourth weeks with three quarters of the Gross Wage.
3- The fifth and the sixth weeks with a half of the Gross Wage.
4- The seventh week and up to the tenth week with a quarter of the Gross Wage.

11

The sickness shall be proven by a medical certificate and in case of dispute, the matter shall be referred
to the medical Commission provided for in Section [43] of this law.

A sick team member may exhaust his annual leave besides the sick leave he is entitled to.

 Emergency Leave

Team member shall have the right to a six-day emergency leave annually with full salary in emergency
cases approved by the management of the resort.

 Special Leave

Team member is entitled to a special leave with Gross Wage as follows:

1- Three days in case of his marriage and shall not be granted more than once throughout the period of
his service.
2- Three days in case of the death of a son, daughter, mother, father, wife, grandfather, grandmother,
brother or sister.
3- Two days in case of the death of an uncle, or an aunt.
4- Fifteen days for the performance of Al-Haj [pilgrimage] for Muslim team member once throughout
the period of his service, provided that he has completed one year in the service of the employer.
5- Fifteen days during the year for purpose of sitting for examination in case of an Omani team member
who is an associate student with one of the schools, institutes, colleges or universities.
6- One hundred and thirty days for a working Muslim wife in the event of her husband's death.

The entitlement to the leaves set out in paragraphs 2, 3 and 6 shall be conditional upon the presentation
of the proof of death from the relevant authority.

 Maternity Leave

A female employee shall have the right to a special fifty-day maternity leave covering the periods
before and after delivery with full salary for not more than three times during her service with the
employer.

The Team Member on maternity leave has the right to return to the job they held prior to going on
leave, including any promotion. If that position no longer exists, the Team Member will be given
whichever other available position that is nearest in status and remuneration to the position they held
prior to going on leave.

If a Team Member was placed in a light work position prior to leave, on her return she is required to
resume to the position she held immediately before the light work position.

12

In the event of any complication arising during pregnancy the Management may decide appropriate
action in line with maternity benefit ordinance.

9.3 Social and Welfare Activities

Team Member activities are encouraged but provided these do not interrupt the normal work schedule.
The Human Resource Department will welcome ideas for recreational activities and in turn issue
monthly team member welfare activity plan.

9.4 Meals and Dining

Team Members can take their meals in the Team Members Restaurants, located in the Team Members
Accommodation and at the resort’s premises which is open seven days a week at scheduled times.
These are the only places authorized for Team Members to have meals in the resort unless given written
permission by the Human Resources Director or Authorized Manager.

Any complaint concerning meals should be referred either to the Head of Department, Human
Resources Director or in their absence to the Duty Manager.

Food taken from the buffet or directly from the kitchen without permission will be treated as a breach
of internal regulations for which disciplinary actions will apply.

9.5 Uniform and Laundry

Uniforms required for the Team Members’ type of job will be provided by the company in three sets.
Ensure the following while wearing the uniforms;

 It should be the right size
 It should be clean, neatly ironed and without stains
 It should not have any broken buttons or be torn
 Resort uniforms should not be worn outside the resort unless on official duty.

The resort laundry will wash your uniform. Please refer to the laundry schedule for collection and
delivering of the items.

13

9.6 Medical & Life Insurance

As per the company policy depending on the Grade and Level, please refer to Human Resources
Department for further clarifications.

9.7 Team Members ’ Facilities

(a) Accommodation

Accommodation would be allocated as mentioned in the respective contracts. Once you are allotted a
room, you are not permitted to transfer to another room without the knowledge of the Human
Resources Department or Housing Manager and any transfer request should be discussed with and
approved by the Human Resources Director. Every Team Member is responsible for cleanliness and
safety. There will be regular inspections for cleanliness, decorum and so on, to ensure that your living
quarters are comfortable and clean. Access to the apartments should be granted at any given time
without notice.

(b) Team Members Shop

The resort operates a Team Members shop. Every Team Members has free access to the shop during
the defined opening hours. The shop purchases are only on cash basis and not on credit basis. It is the
responsibility of the shop in-charge that all items for daily consumption of the Team Members are
available.

(c) Library

Library is available for all Team Members to develop their knowledge & self-learning activities.

(d) Team Members Gym

Open for Team Members to work out and fitness purposes to ensure Team Members stay healthy and
fit.

(e) Medical Clinic

Nurse will be available on call in the Clinic. Consultation and basic medication in the clinic is free of
charge; you can see the visiting doctor who will help with minor illnesses and injuries. The visiting
doctor can also refer you to doctors in Nizwa or other approved medical centers by insurance company
for further investigation if necessary. Nurse schedule is available with the Human Resource
Department.

14

(f) Television

The television facilities will be provided in the recreation room and the Team Members cafeteria.
Whoever is using the Television is responsible for switching the Television set off after usage. The
equipment needs to be used carefully and Team Members needs to show ownership in maintaining the
same. The television room needs to be closed by 12:00am midnight unless specially authorized by the
Housing Manager, Human Resources Director or General Manager.

(g) Recreation Room & outdoor games

The Recreation Room has been created for your own comfort to use during your leisure time. Care
should be taken when handling all equipment. Any damage to equipment or furniture must be reported
to the Human Resources department immediately. Failure to report, the damage may result in the
equipment being out of commission for a long time or the complete loss of an item. Consideration to
others is the general rule in all recreation areas. Team Member areas will have specific rules of conduct
to follow displayed in the respective area. Any disregard for the rules in these areas will be dealt with
disciplinary action.

9.8 Training & Development

The success of delivering our highly regarded Anantara promise is reliant on a structured plan. Training
extends beyond our mandatory core programs and will include daily on the job education which is
measured and recorded.

Anantara training curriculum will be shown as an annual and monthly training calendar, open for all
Team Members to upgrade their standard of performance and competencies. There would be
specific Local Anantara Operating Philosophies covering all training functions providing further details.

Either you will be nominated by your supervisor, invited by the training team or requested by you upon
your own interest for training. All training programs will have a criteria when selecting Team Members.

External training will be considered as learning while on duty and you are expected to keep the highest
level of discipline and integrity. Failing to attend any training without providing a valid reason in
advance will subject you to face disciplinary action on grounds of misconduct. You will be asked to pay
back the cost of training in such issues. Also it is your responsibility to sign attendance after each
training program / session.

15

9.9 Code of Conduct

9.9.1 Personal Belongings

You are entirely responsible for the safekeeping of your belongings and Anantara will not take any
liability for items that are lost or stolen. You should keep your money, jewelry and other valuable items
in a safe location. It is necessary that you keep your rooms locked whenever you are out of your room.
Lockable drawers are provided to you in your apartment. Keep your personal belongings locked in the
drawers and keep the key with you at all times.

9.9.2 Visitors

An authorization from the Human Resources Director is required for anyone to visit you at the resort.
You will be responsible and held accountable for your visitor’s conduct while they are in premises.
Overnight stay of visitors is not permitted unless specific written permission is granted.

Any Team Member that notices an unauthorized visitor should notify Management immediately.

9.9.3 Team Members Accommodation

Team Member interaction within accommodation (actions & language), causing disturbance, violating
the customs of Oman during any hour of the day will be dealt with strict discipline which also could
result in immediate termination.

Team Members may not enter another room, except with the permission of its occupant and only when
the occupant is present.

 No gender of opposite sex is allowed to enter in a room.
 Team Members are not allowed to enter in to rooms allocated to other Team Members without

the prior consent of the Housing Manager.
 Interaction with visitors of Team Members inside accommodation are not allowed unless the

Management has given written approval to the Team Member. Team Members can use the
visitors’ area in the accommodation premises for this purpose.
 Team Members are not permitted to transfer to another room without the approval of Housing
Manager / Human Resource Director.
 No pets or animals are allowed in the accommodation.
 Parties / celebrations are prohibited in the Team Members accommodation unless organized by
Team Member Welfare Committee.

16

9.9.4 Room Keys

You will be responsible for your accommodation room key. If a key is lost, a duplicate key will be issued
from the Human Resources Department and you will be charged with a replacement fee.

9.9.5 Name Badge

The company provides each Team Member a Name Badge free of charge. It is each Team Member’s
duty to wear it on the stipulated side of the uniform while on duty. A clean, unscratched and well
maintained name tag must be worn on the upper left-hand side of the uniform as required by the hotel
at all times whilst in the hotel premises.

If the name badge is lost, a replacement name badge will be issued from the Human Resource
Department and the Team Member will be charged accordingly.

9.9.6 Noise

Any noise should be kept to a minimum in and around the accommodation building. Music and
television volumes should be kept at an acceptable and appropriate level. Room doors should be closed
gently in a manner that does not disturb others. Do not talk with loud voices or scream. Please respect
the privacy of all other Team Members.

9.9.7 Resolving Disagreement

If you have a disagreement with your roommate(s) you should try and resolve the issue personally. If the
discussion fails to reach an agreement, then it should be brought to the attention of the Human
Resource Director who will try to settle the problem and take appropriate action.

9.9.8 Inventory

Each Team Member will be provided with an inventory to make the accommodation stay comfortable.
The Human Resource Department will issue these items and from time to time an inventory check will
be conducted. You are not authorized to transfer these items from one room to another without the
approval of Human Resource Department. You are also required to inform the HR Department of any
repair and maintenance work required by entering it in the maintenance request form.

9.9.9 Outside Employment

Team Members will not be allowed to engage themselves in other businesses or accept any other
employment including self-employment while still in the company’s employment, except in cases

17

where a written approval has been obtained from the General Manager. Any Team Member who acts
against this policy will be terminated by the company.

9.9.10 Socializing with Guests

You are not allowed to socialize with guests since this may result in potentially embarrassing situations
for you and the Resort. Inappropriate behavior will be dealt with disciplinary action.

9.9.11 Guest Privacy & Security

It is our responsibility to exercise protection, care and security to our guests and fellow Team Member
and also to buildings, equipment and supplies.

Things to remember:

(a) Do not discuss internally / externally about details of guests such as name, room number or any
other information about their stay.

(b) Do not leave cash banks unattended.
(c) Never give out any information about fellow Team Member, including names, addresses, phone

numbers etc. without prior authorization.

9.9.12 Guest Facilities

Use of guest facilities is limited to executives only and is as per the signed contract and prevailing policy.

9.10 Grooming Standards

Objective is to ensure that the Anantara Al Jabal Al Akhdar Resort maintains high standards of attire,
grooming and personal hygiene consistently in all areas of the Resort & Spa. These standards are
applied equally to both front of the house and heart of the house Team Members.

All Team Members are required to be dressed moderately and smartly. No offensive slogans on clothing
will be tolerated.

Grooming Standards of Anantara Al Jabal Al Akhdar Resort is communicated to the Team Members
during the Anantara new hire orientation program. All Department Heads should brief the Team
Members accordingly during the first week of probation. Any change to this standard will be
communicated via a memorandum and will be communicated through an official email and same will be
displayed in the notice board.

18

Department Heads and Human Resource Department have the authority to regularly check if the Team
Members grooming & hygiene standards are in line.

Disciplinary action will be taken due to failure to comply with the regulations of grooming & hygiene
Standards.

Depending the gravity of noncompliance, appropriate disciplinary action will be taken. If the Team
Member’s behavior has not changed even after the initial disciplinary action, the Management has the
right to suspend, give final warning and terminate keeping in line with Omani labour regulations.

9.10.1 Personal Hygiene

 Shower or bathe regularly and use effective deodorant and soap.
 Teeth must be brushed twice a day including after meals and please be aware of your intake of

garlic, onion or spicy food. Proper cleansing of the mouth using mouthwash after smoking is a
must. Avoid bad breath.
 Overpowering perfumes and aftershaves should be avoided. Please select subtle fragrances
only.
 Team Members are not to chew gum or have any food in their mouths whilst on service to
guests. Food can only be consumed in the Team Members canteen or designated areas.
 Stand up straight and smile. Guests notice your posture and the way you walk. The best
looking uniform and the most perfect grooming are lost on a person who slouches and appears
indifferent or inattentive.
 Keep yourself physically healthy, and keep your weight and height in appropriate proportion.
 Tattoos are not permitted unless they can be concealed by uniform.

9.11 Uniformed Team Members

 Full uniform which includes name tag, any other badges, hooks or pins must be worn fully when
on duty. Uniform includes a handkerchief, pocket size note pad, hotel pen.

 Uniform should not be worn outside the hotel premises if not on duty.
 Uniforms must keep clean, neat, well pressed, well maintained and free from patches or tears.

Team Member is responsible for his/her uniform and to bring the concerns to the department
head when it is not in right order.
 Uniform must be appropriately fitted. Alterations of uniform can be made only by the hotel
appointed tailor.
 Pockets must not be stuffed with bulky or visible items (e.g. mobile phone, combs, cigarettes,
cosmetics, etc.).
 Appropriate footwear assigned as part of the uniform should be worn. Footwear should be
polished and kept clean all the time free from patches or tears. Damage shoes are not allowed.

19

Shoes should be free from bad odor. Black colour clean socks should be worn with covered
shoes unless otherwise a different colour is mentioned as part of the uniform.
 Stockings should only be skin coloured, if worn.
 No friendship bands are allowed.

9.11.1 Non Uniformed Team Members

 Dress Suits – plain conservative colors only. Team Member should wear plain colored shirts or
shirts with conservative patterned according to business norms.

 Blouse – Should wear plain color or with a small conservative pattern.
 No T-shirts or see-through lace patterns permitted.
 Neckties should be conservative in color & pattern.
 Shoes should be black leather shoes (business style, preferably with lace) and socks should be

black.
 If you are visiting the hotel during non-working / off duty hours, dress appropriately in clothing

suitable for an office.
 Do not to wear tank – tops, shorts or tights with slippers into the hotel area.

9.11.2 Special grooming for female Team Members

Anantara Al Jabal Al Akhdar Resort will get the assistance of an external grooming salon for hair styles
and makeup for female Team Members. The expertise provided to individual Team Members should be
maintained consistently throughout employment.

 Hair should be neat, clean, elegant and professional looking.
 Hair must be styled away from face, and fringes must be neat and kept above eyebrows.
 Shoulder-length hair must be tied up neatly in a bun, a neat ponytail which must be covered

with a hair net as standardized by the hotel. No loose hair should be visible.
 Short hair must be trimmed regularly so that the length, shape and style is maintained.
 Bows, ribbons, wigs or fancy pins and hair bands, wild coloring, colored streaks and wild curls

are not allowed.

9.11.3 Make-up Female Team Members

 Make-up which consists of foundation (if needed), powder, eye shadows, blush, lipstick and
mascara must be lightly applied and look naturally.

 Make-up should be sufficient, attractive, and not theatrical.
 Clean, fresh-looking, non-oily facial appearance must be maintained.
 Artificial make-up moles and eyelashes are unacceptable.
 Colored contact lenses are prohibited.
 Female Chefs are advice to wear light make-up event without lipsticks.

20

9.11.4 Female Team Members Nails

 Nails must be clean, well-manicured and not more than 0.2 centimeters in length from tip of
finger.

 Clear or neutral-colored nail polish is permitted and nail polish should not be chipped.
 F&B and culinary Team Members should fully trim finger nails and no nail polish is permitted.

9.11.5 Jewelry & Accessories for Female Team Members

 Watch of conservative design in gold, silver or stainless steel finished with leather straps of
black, brown or dark charcoal is permitted. No fancy or large-size or chunky watches are
allowed.

 Only one ring is allowed with plain design in gold, silver or stainless steel finish. Female Team
Members working in food preparation or stewarding are not permitted to wear rings for safety
reasons.

(a) Earrings

 The setting must not exceed one (1) centimeter in diameter.
 Must be worn in a pair with maximum of one earring per ear.
 Discreet and conventional design; no pendant earrings.
 Piercing is not allowed.

(b) Necklace

 Necklace can only be gold or silver color of conservative design, not more than 0.5 centimeters
in width. If necklace is not a part of the specific uniform, avoid wearing it.

NOTE: Kitchen & Stewarding Team Members are not allowed wear watches, rings, and
bracelets while on duty

9.11.6 Male Team Members Hair

 Hair should be kept clean, without dandruff at all times and not dyed in any other colors other
than the person’s original hair color. Wild coloring and colored streaks of hair are not allowed.

 Hair should be short, thin, neat, clean and well-combed for professional looking hair style.
 Back of the hair must be thin, above collar, sides not covering ears.
 Fringe must be above eyebrows and off forehead.
 Long sideburns are not permitted.
 Beard, moustache, goatee and unshaven stubble are not allowed. Shave daily.
 A fresh, clean, non-oily facial appearance must be maintained

21

9.11.7 Male Team Members Nails & Accessories

 Nails must be trimmed short and kept clean at all times.
 Watch of conservative design in gold, silver or stainless steel finish with leather straps of black

or brown is accepted. No fancy or large size, chunky watches are allowed.
 Only one ring of plain design and of good quality, in gold, silver or stainless steel finish allowed.

No rings allowed for the F&B & Kitchen Team Members.
 Earrings or piercing are not allowed.
 No bracelets, chains or similar visible items are allowed while on duty.
 Belt must be conservative in design, and match the uniform color.

9.11 Smoking Policy

Smoking is strictly prohibited in any guests’ contact areas or in front of guests or inside Team Members’
rooms. Non-smoking rights must be respected at meetings, functions etc. Team Members are only
allowed to smoke cigarettes in the pre-determined designated smoking areas.

9.12 Personal Phone Calls & Mobile Phone Policy

The resort telephones are restricted to business and guests’ use only and not for Team Members
personal use. Receiving personal telephone calls during working hours is not encouraged except in an
emergency. Team Members are requested to inform their family and friends of the resort policy. With
the exception of AUTHORISED PERSONNEL ONLY, Team Members are not allowed to carry personal
mobile phones whilst on duty.

9.13 Notice Boards

Announcements of upcoming events, memorandums on internal procedures, rules and regulations and
other useful information are posted on the Team Members notice boards and in each department.
Team Members are informed that it is their responsibilities to read the notice board daily to be up to
date.

Note: Notices cannot be posted on the notice boards without prior approval from the Human Resources
Director.

22

9.14 Gate Pass

In the interest of hotel security you have to declare any articles / parcels brought into or taken out from
the hotel. No parcel or articles will be permitted out of the hotel without a gate pass signed by
Department Head and an approval signature from the Human Resources Director. You may be required
to submit your bags and packages for inspection to security officers. Loss of hotel property may result
in higher security measures i.e. thorough body search for Team Members while leaving the hotel at the
end of the shift.

9.15 Lost & Found

Team Members can come across unattended items which belong to guests or fellow Team Members. In
such situation, they should report to the Housekeeping department immediately for proper record of
the item. Should the article not be claimed within 12 months, it is generally offered to the Team
Members who found and handed over the article to the Housekeeping Department. The General
Manager in this regard will make a final decision. For collection of unclaimed items, please refer to the
‘Lost and Found’ Policy and Procedure.

9.16 Access to Resort Premises

Apart from Head of Departments who are granted automatic access to the resort premises, Team
Members have access only to the team areas whilst off duty.

Team Members who are off duty and who wish to enter the resort premises must seek authorization
through the Human Resources Director, Executive Assistant Manager or General Manager at least 48
hours before.

9.17 Theft and Accident / Incident

On the occurrence of a Theft and Accident / Incident in the resort premises, a proper investigation will
be conducted and recorded.

 All Incidents, Accidents and Theft cases are to be conducted and reported to the Human
Resource Director.

 All the reported Incidents, Accidents and the Theft cases are to be investigated by the Human
Resources Department.

 In the event of a theft, an investigation is to be conducted and a report is to be compiled and
filed for future reference, with a copy furnished to the General Manager (email if the GM is not
in the Resort), describing the circumstances by which it happened.

23

 Accident / Incident reports have to be filled in immediately every time a guest or Team
Members has an accident or being sick (i.e. alleged food poisoning, caterpillar infections, etc.)

 If the incident needs further investigation, the incident to be reported to the concern
government authorities.

 Proper communication and liaison with other departments should be established to ensure that
correct information is transmitted by the concerned Team Members , i.e. Housekeeping will
report to the Front Office Manager the theft or accident, to the appropriate department and the
information subsequently communicated to the General Manager.

9.18 Disciplinary & Grievance Procedure

The Grievance procedure in the company exists as a tool by which a Team Member may formally voice a
grievance, regarding any condition of their employment which can be objectively heard by the
Management of the Company.

9.18.1 Reporting procedure for grievance

Should a Team Members feel aggrieved, the following procedures should apply:

 Refer the problem to your immediate supervisor who will report it to Head of Department to
conduct investigation.

 If not satisfied with the result, refer the problem to the Human Resources Department. At this
stage, the Human Resources Director may ask for a written statement in case the matter needs
to be processed further. All the facts should be clearly stated.

 Should the response still not be satisfactory, the Team Members may submit his/her case to
General Manager who will then make a decision, which is considered to be final.

Note: Both parties have the right to appeal against the decision reached by the competent authority.

9.18.2 Disciplinary Procedure

All Team Members are expected at all times to conduct themselves with dignity and not to act in any
manner prejudicial to the interest and good image of the Company. In particular, Team Members are
expected to observe company regulations and standards that are set from time to time.

24

Disciplinary Procedures

 It is required that all Team Members regardless of status abide by certain standards of conduct.
If discipline action is necessary, it will be used as an effective method to impress upon all Team
Members that following the rules and regulations is the responsibility of all.

 Whenever necessary, appropriate action will be taken against the Team Members depending on
the nature and gravity of the misconduct.

 No disciplinary measures will be taken against Team Members for a disciplinary offence unless
there has been a fair investigation of the alleged offence.

 For a serious disciplinary offence, a Team Member may be suspended with pay or without pay
until the investigation completes.

 When it is established that a serious disciplinary offence has been committed, the Team
Members involved will be asked to appear before the Human Resources Director and their
respective Head of Department.

 When the disciplinary measure is a dismissal of employment, it shall be made known
immediately to the Team Member and a letter will follow confirming this decision.

Note: During the investigation process the Team Member can refer to their own witnesses. A signed
statement from each witness is required.

Where a minor misconduct / offence is committed the following procedure will be followed:
A) Coaching and Counseling
B) A pre-discipline chat with note to file
C) A verbal warning will be issued by the Human Resources Department
D) If further offences occur a ‘first written warning’ will be issued by the Human Resource Department.

(a) Minor Breach of Conduct

1st Offence – Verbal Warning
2nd Offence – Written Warning
3rd Offence – Final Written Warning
4th Offence – Suspension or Dismissal

(b) Major Breach of Conduct

1st Offence – Written Warning
2nd Offence – Final Written Warning
3rd Offence – Dismissal

This depends on the severity of the gross misconduct.

25

(c) Grave Breach of Conduct

Immediate dismissal after verdict of Domestic Inquiry

9.18.3 Work Place Harassment

No Team Members shall engage in harassment which includes but not limited to verbal as well as non-
verbal conduct with an inappropriate focus on gender, characteristics or preferences that are
intimidating, hostile and/or offensive. A violation of this policy may lead to disciplinary action and the
possibility of dismissal of employment.

9.18.4 Alcohol and Drug Abuse

The possession, use, sale, purchase or consumption of any illegal drug substance or alcohol by Team
Members while at the work place is strictly prohibited. Furthermore, the Management will not allow
Team Members to report to work or perform duties while under the influence of alcohol or drugs.
Violation of this policy will automatically subject to disciplinary action and he/she will also be liable to
dismissal in accordance with the Resort’s Policies and the Local Labour and Criminal Law.

9.18.5 Work Place Violence

The goal of Management is to provide Team Members with a safe work environment. Threats,
threatening behavior, acts of violence, insubordination or any related conduct which disturbs the work
environment and interferes with the resort’s ability to provide quality services will not be tolerated.

9.19 Health and Safety

9.19.1 Reporting Emergencies

The safety of our Team Members and our guests is one of the main concerns of Anantara Al Jabal Al
Akhdar Resort. Safety cannot be taught or explained enough and the awareness of Team Members is
therefore encouraged.

If a Team Member is aware of a serious emergency situation, he/she should:

(i) Go to the nearest phone and contact Security via the Operator. The message will be relayed to
the Duty Manager or a member of the Executive Team.

(ii) Be calm while passing information and be precise.
(iii) Do not panic.
(iv) Render assistance if able to without endangering yourself.

26

9.19.2 Accidents to Team Members

If a Team Members is injured, he/she should report it immediately to his/her Head of Department or
Supervisor no matter how trivial. A qualified First Aid representative on duty will administer appropriate
treatment if necessary. The Human Resources Director, Executive Assistant Manager or General
Manager should be informed immediately of the Accident. Injured would be taken immediately to the
Resort Clinic (If the nurse is available) or to the nearest Hospital / Medical Center for treatment. An
Accident Report Form has to be completed by the Resort Nurse and copied to the General Manager,
Human Resources Director and relevant Head of Department.

9.19.3 Accidents to Guests

Any accident to a guest, no matter how small, must be reported immediately to the Head of
Department, Supervisor, Duty Manager, Human Resources Director, Executive Assistant Manager or
General Manager immediately. The guests should never be left unattended and Team Members should
wait for assistance. An Accident Report Form has to be completed by the resort doctor and to the
General Manager, Front Office Manager, Security Manager and relevant Head of Department.

9.19.4 First Aid

The resort has First aid boxes located in various locations throughout the property. Please consult your
Head of Department to locate them. All serious injuries or illnesses will be referred to the visiting doctor
(if available), clinic or nearby hospital or center.

9.19.5 Power Failure

The resort is provided with auxiliary spotlights in the necessary areas and these will switch on
automatically. There are also torches available from Reception and the Housekeeping Department.

If there are guests around, Team Members should advise them to stay where they are and the Duty
Manager or members of the Executive Team will keep everyone informed as to what to do.

9.19.6 Safety Rules

As a general rule all Team Members are expected to use common sense and safety practices which will
protect them and others from injury. This is part of a Team Members’ job performance requirements.
Accidents can be serious. If unsafe conditions within the resort are noticed, these should be reported
immediately to the Human Resources Director so they can be corrected.

27

9.19.7 Hygiene and Personal Cleanliness

All Team Members are required to take pride in keeping the resort and their accommodation clean and
orderly at all times. Offices should be kept neat and tidy. Team Members handle food and drinks in one
form or another. Therefore it is important that they maintain a high standard of grooming and personal
hygiene at all times as per the grooming policies and procedures including washing of hands prior to
taking any meal in the Team Members Restaurant.

9.19.8 Energy Conservation

As per the Anantara Al Jabal Al Akhdar Resort energy saving project, all Team Members are required to
be aware of conserving energy at the resort. If you come across an unnecessary light, air-conditioning
unit, water tap turned on, please turn them off and inform Engineering/Human Resources Department.

9.19.9 Protective Clothing/Equipment

The Management will provide Team Members with the necessary protective clothing to wear whilst
performing certain duties. It is therefore compulsory for Team Members who are issued with protective
clothing to wear it. Failure to do so may result in Management not accepting the liability for any
accident that may result. Disciplinary action may also be taken.

9.20 Separation /Termination of Employment

9.20.1 Termination of Contract

A contract of employment may be terminated by either party giving notice in writing or payment in
lieu as specified in the contract of employment. Unless otherwise specified in the contract of
employment, the notice or payment in lieu to be given by either party for termination of
employment is as follows:

Grade Contract Team Member
During probation Maximum of 2 weeks or as per the contract.
TM & UH level One month notice

Executives – SH level & above Two months’ notice

The separating Team Member must hand over all his/her duties, company assets, equipment, tools
and uniforms under his/her custody to his/her supervisor or to whoever authorized before his/her
exit date. The separating Team Member must ensure the “Clearance Form” is filled and duly signed
by the respective Officials after handing over office belongings. This form can be obtained from the

28

HR Department and duly completed forms should be returned to the HR Department for final
clearance.

In case the separating Team Member does not hand over his/her company belongings before
his/her exit date as mentioned, the company will be compelled to take required legal action against
him/her.

9.20.2 Resignation

At some point in your employment you may decide that you need a change of work environment.
Should you wish to resign; first consult your Head of Department and/or the Human Resources Director;
if after this visit you still wish to resign we will require written notice as per the requirement of your
contract and the Employment Regulations of Oman.

9.20.3 Termination/Dismissal

Termination/Dismissal may occur for any violation of rules and regulations subsequent to, or after
written warning, or for failure to improve job performance or where violation or conduct is severe or for
other reasons which is violating the law of Oman. You may be dismissed without prior suspension or
warning for violation that the Resort deems to be serious but in no case without a review of all
circumstances.

9.20.4 Retirement

The retirement age is 55 years of age. Team Members who have reached the retirement age but are
reemployed on contract basis shall be entitled to the same benefits granted to permanent Team
Members except for insurance policies. Insurance policies are subject to age related criteria set by the
insurer and thus Team Members above 55 years of age may not be insured against personal accidents
and hospitalization.

9.20.5 Rehire Policy

It is the policy of Anantara, not to rehire an individual who was discharged for a cause. A former Team
Member who voluntarily left the employment of Anantara may be considered for rehire based on
reviews of his/her past performance and the Resort's needs and will be considered as a new recruit and
must serve the usual probationary period.

29

9.20.6 Clearance Policy
Prior to leaving the resort, Team Members will be invited for an exit interview with the Human
Resources Department. This is an opportunity for them to express any opinions or concerns they may
have regarding policies or standards and which have not been respected previously.
Team Members should return all resort property before the final settlement is paid. It is hoped that all
Team Members leave Anantara Al Jabal Al Akhdar Resort with a positive and clear attitude having
added a learning experience to their work life.

9.20.7 Access after Exit
All Team Members who have left Anantara Al Jabal Al Akhdar Resort (Resignation, dismissal, etc.) shall
not be permitted to re-enter the resort premises without the express permission of the Human
Resource Manager and General Manager.

30

LIFE IS A JOURNEY.
anantara.com