INVESTIGATION
In all cases, no disciplinary action will be taken until the Company has
conducted a proper investigation into the circumstances of the matter.
This may include:-
– Discussion(s) with the employee concerned.
– Discussions with witnesses and/or other staff members and taking
written statements from them (such statements may be anonymous if
required).
– Collation and review of all relevant documents and sending the
employee concerned copies of all the relevant material.
The employee must cooperate fully and promptly in any investigation - this
will include informing the Company of the names of relevant witnesses,
disclosing relevant documents, and attending investigative interviews if
required.
SUSPENSION
The Company reserves the right to suspend you from attending work in the
following circumstances (which are not exhaustive):-
– Where there is reason to believe that an offence or serious breach of
the rules may have occurred;
– It is in the interests of the Company and/or the employee that the
employee should remain away from work until the matter has been
resolved; and/or
– In order to facilitate a grievance or disciplinary investigation,
The Company may suspend the employee pending the outcome of the
disciplinary and/or grievance process.
Suspension is not, in itself, disciplinary action and will be for a specified period.
If you are suspended, your contract of employment continues and you are
entitled to all contractual rights, including the payment of salary (at basic
rate). However, whilst the suspension continues, you are not entitled to enter
the Company’s or any Shangri-La Hotel Group premises except at the
request, or with the consent, of the Company and you shall not contact the
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Company or Shangri-La Group employees, workers or clients without consent
from Human Resources.
DISCIPLINARY HEARINGS
Stage 1 – Statement of grounds for action and request to attend a disciplinary
meeting
Prior to any disciplinary hearing taking place, an employee will be given, in
writing, the full details of the complaint against them and will be given
reasonable notice to attend the disciplinary hearing.
If the employee has a valid reason for not being able to attend, the person
requesting the meeting is obliged to rearrange it for a more suitable time. In
all cases, it is hoped that the process can take place as soon as possible and
without unreasonable delay, however it may take longer to organise the
meeting if necessary to allow for information to be gathered, where the
meeting may be logistically more difficult to organise, or due to unforeseen
absence of staff involved.
The Company may seek to adjust the timing of the process or location of the
meeting should this be more appropriate. In extreme circumstances the
Company reserves the right to hold a meeting in the absence of the
employee or by use of written representations where appropriate. Where an
employee is persistently unable or unwilling to attend a disciplinary meeting
without good cause, the Company may make a decision on the evidence
available.
The letter requesting the employee to attend the disciplinary meeting will
contain sufficient information for the employee to be able to understand
what it is they are alleged to have done and the reasons why it is
unacceptable and the possible consequences.
Employees will normally be entitled to see any documents that are to be
relied on at the hearing. This may be by way of copy documents or by
providing access to the documents prior to the hearing.
Stage 2 – Disciplinary meeting
During the disciplinary meeting an employee will be given the opportunity to
answer any allegations and to state their case before a decision is made. The
employee will also have a reasonable opportunity to ask questions, present
evidence and call relevant witnesses. The Company may also call relevant
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witnesses.
Where either the Company or the employee intends to call witnesses they
should give advance notice of this. The employee is entitled to be
accompanied to the meeting by a current workplace colleague, or a
qualified official of a Trade Union.
The decision of the disciplinary meeting may be given orally at the end of the
meeting or it within a reasonable period after the meeting. If the decision is
given at the end of the meeting, the appeal procedure will also be outlined
orally at this time. In any event the decision shall be confirmed in writing and
copies of the minutes will also be provided. This letter will also confirm the
employee’s right to appeal the disciplinary decision.
Stage 3 – Appeal
The employee has the right to appeal the disciplinary decision. See the Right
of Appeal section further on in section 2. The disciplinary process may be
adjusted if the employee or the Company has reasonable grounds to believe
that the person hearing the case may be exposed to a significant threat,
such as violent, abusive or intimidating behaviour, or that may lead to
harassment.
Any disciplinary process may be suspended to hear a grievance raised
during the process, which may require the disciplinary process to be
subsequently concluded by another manager. Alternatively, where the issues
are related and it is appropriate, the Company may deal with the disciplinary
and grievance concurrently.
WARNINGS/SANCTIONS PROCEDURE
There can be no fixed rules to cover the circumstances of every individual
case but the Company disciplinary procedures will generally follow the
procedures and guidelines laid down by the ACAS Code of Practice. The
Company reserves the right to vary the Company’s disciplinary procedure
from time to time if it considers it to be appropriate.
For the avoidance of doubt, the Company reserves the right to enter the
disciplinary process at any stage.
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Counselling
Senior Service Managers Managers/Service Managers and Service Executives
may give counselling, along with performance objectives/review dates as
part of their management responsibility. This is designed to encourage
improvement and prevent the formal process from being required. A note to
file may be made in these circumstances as a record of the conversation
which is retained on your file. This note may be referred to again in the future.
Verbal warnings
For minor breaches of discipline, a formal verbal warning will be given. This will
be recorded in writing and normally be valid for 6 months during which time it
may be taken into account in assessing the appropriateness of further
disciplinary action. If you receive a verbal warning you will be given a copy
of it and a further copy will be retained in your employee file in the
Company’s records.
First Written Warnings
A first written warning will be given where performance or conduct continues
below the standard required. First written warnings may be given by your
Manager or his/her Deputy, will normally be valid for 12 months, and may be
taken into account in assessing the appropriateness of further disciplinary
action. First written warnings may be given without prior verbal warnings in
cases of serious breaches of conduct, or performance failures. If you receive
a first written warning you will be given a copy of it and a further copy will be
retained in your employee file in the Company’s records. The warning will also
cover the improvement required and further action which may result if the
required standards are not met or there is a further offence.
Final Written Warnings
Final written warnings will be given where performance or conduct does not
improve or, without the need for prior verbal or written warnings, in cases of
more serious breaches of conduct or performance failures. Final written
warnings may be given by your Manager or his/her Deputy, will normally be
valid for 12 months, and may be taken into account in assessing the
appropriateness of further disciplinary action. You will receive a copy of any
final written warning issued to you and the Company will retain a copy of it in
your employee file in the Company’s records. If you receive a final written
warning it will state that if you commit a further act of misconduct, or
continue to fail to reach the required standard of performance, your
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employment will be terminated. The warning will also cover the improvement
required and further action which may result if the required standards are not
met or there is a further offence.
Dismissal
If you commit an act of gross misconduct or, following the issue of a final
written warning, you then commit a further act of misconduct or continue
performing below standard, you may be dismissed.
Employees will not normally be dismissed for a first offence except in the case
of gross misconduct.
In cases of gross misconduct, an employee will normally be summarily
dismissed without notice or payment in lieu of notice.
GROSS MISCONDUCT
The following are some examples of gross misconduct, although please note
that the list is not exhaustive:
– Theft, misuse or misappropriation of Company property, property of
customers, or that of fellow employees
– Dishonesty.
– Acts of physical violence or threatening behaviour or bullying towards
any other person on the Company’s premises or arising out of the work
situation, including obscene language or offensive behaviour.
– Any fraudulent act affecting the Company, its clients or employees
(including falsification of timekeeping records, expense forms or other
Company records).
– Wilful damage to Company property, property of customers or that of
fellow employees.
– Intoxication during working hours or unauthorised consumption of
alcohol on the Company’s premises.
– Working under the influence of drugs.
– Causing or permitting a breach of the health and safety laws,
licensing laws or food hygiene regulations (including smoking).
– Breach of the smoking policy.
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– Being in unauthorised possession of drugs or alcohol on the
Company’s premises.
– Wilful disregard of safety rules.
– Failure to comply with the Company’s Fire procedures.
– Loss or misuse of a master key.
– Any conduct tending, or likely, to bring yourself or the Company into
disrepute.
– Unauthorised disclosure of confidential information concerning the
Company, its employees or customers.
– Misusing or permitting the misuse of the Company’s computers and
electronic systems or serious breach of the IT policy.
– Any discrimination, harassment, bullying or victimisation based on sex,
race, disability, age, religion, belief, sexual orientation or any other
grounds encompassed within the Company’s Equal Opportunities
Policy.
– Breach of the Licensing Laws and policy.
– Any allegation of discrimination, harassment, bullying or victimisation
that is groundless and untrue, and is knowingly made by the
complainant with the intention of creating difficulties for the alleged
perpetrator.
– Sleeping on duty.
– Serious insubordination.
– Breach of the pass out procedure.
– Failure to disclose correct information during the recruitment process.
– Conviction for any serious criminal offence which has an effect on
the employee’s suitability to do their job, while an employee of the
Company.
– Contravening the Company’s policy in relation to handling requests
from guests and or/visitors to provide prostitution services.
OTHER REASONS FOR DISMISSAL
The following are examples of conduct or performance which may lead to
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dismissal, following appropriate warning:-
– Continual or lengthy absence from work (including certified sickness)
where this is over a prolonged and indefinite period, and where the
absence affects the ability of the employee’s department to function
efficiently and due consideration has been given to reasonable
adjustments being made in the workplace.
– Persistent lateness.
– Consistent poor performance in carrying out duties.
– Failure or neglect to carry out reasonable instructions.
– Disruptive behaviour.
– Poor attitude to your job role and requirements.
These offences are not exclusive or exhaustive and any other offence of a
similar nature, or degree, will be dealt with as misconduct.
RIGHT OF APPEAL
If an employee is dissatisfied with any disciplinary decision including dismissal,
there is a right to appeal the decision. Any appeal must be in writing,
addressed to your Human Resources Director (or any other Senior Manager
as advised) stating in detail the grounds for the appeal and must be lodged
within 5 working days of the date of the hearing or receipt of the written
decision when the sanction was issued.
The Company will decide who is the appropriate Manager to hear the
appeal, taking into account the level and position of the person who took
action against you and the type of action taken.
A meeting to hear the appeal will be set up without unreasonable delay and
the employee will have the right to be accompanied at the meeting by a
current workplace colleague, or a qualified official of a Trade Union. It may
take longer to organise the meeting if necessary to allow for further
information to be gathered, where the meeting may be logistically more
difficult to organise, or due to unforeseen absence of staff involved.
The person hearing the case will review all documentation used during the
original hearing and the notes taken. The appeal decision is final and will be
notified to you in writing.
There is no further right of appeal.
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REMOVAL OF WARNINGS FROM RECORDS
Subject to satisfactory performance and conduct, records of any warnings
given under these procedures will be removed from employee files in the
Company’s records when they have expired.
GRIEVANCE PROCEDURE
The object of the grievance procedure is to enable employees who consider
they have a grievance or complaint arising from their employment with the
Company to have it dealt with at the appropriate level as quickly as possible.
Anyone wishing to use this procedure can do so freely and without prejudice
to their position in the Company. It applies to all employees.
Despite having a formal procedure, the Company encourages employees,
wherever possible, to aim to resolve most grievances informally through
discussions with their Line Manager.
If informal discussions do not resolve the issue or the matter is so serious you
do not feel an informal approach is appropriate, you should use the
procedure below. The Company takes grievances seriously, and this
procedure aims to resolve any grievance which you may have as quickly
and fairly as possible. In order to do so, you are expected to co-operate with
the Company during any investigation and by attending meetings as
requested (unless you have good reason why you cannot attend), and also
to undertake all stages of the process promptly and without unreasonable
delay.
Stage 1 – Written statement of grievance
Raise your grievance formally with your Line Manager in writing without
unreasonable delay. The details and reasons for the grievance should be
clearly set out in writing. If the grievance is against your Line Manager, the
grievance should be submitted to the Director of Human Resources who will
decide who is the appropriate person to deal with the grievance.
Stage 2 – Grievance meeting
The person hearing the grievance will attempt to deal with the matter after
making such enquiries and consultations as are necessary and will request a
grievance meeting with you without unreasonable delay. This may take
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longer if necessary to allow for further information to be gathered, in the case
of someone on long term sickness absence, where the meeting may be
logistically more difficult to organise, or due to unforeseen absence of staff
involved in the grievance.
Employees are entitled to be accompanied at grievance meetings with
either a current workplace colleague, or a qualified official of a Trade Union.
The purpose of the grievance meeting is for you to explain and discuss your
grievance and for the person dealing with the grievance to obtain any
further information from you that may be relevant.
After the grievance meeting has taken place, the person dealing with the
grievance will consider the position further and carry out any further
enquiries/investigations if necessary.
The outcome of the grievance shall be communicated in writing to you.
Stage 3 – Grievance appeal
If you are dissatisfied with the way that your grievance has been resolved, a
written request to appeal the decision may be made within 5 working days of
the date marked on the written decision, and without unreasonable delay.
The appeal must be addressed to the Director of Human Resources who will
then make arrangements for a grievance appeal hearing without
unreasonable delay at which you will have the right to be accompanied
either by a current workplace colleague or a qualified official of a Trade
Union. It may take longer to organise an appeal meeting if necessary to allow
for further information to be gathered, in the case of someone on long term
sickness absence, where the meeting may be logistically more difficult to
organise, or due to unforeseen absence of staff involved in the grievance.
The person hearing the grievance appeal will make a decision without
unreasonable delay after the appeal hearing which will be communicated in
writing. The appeal decision will be final. Please note that a decision not to
apply the grievance procedure may be taken if there is a reasonable belief
that the hearing may lead to mental or physical harm or harassment of those
involved.
The procedure would also not apply if a complaint was being made under
the Public Interest Disclosure Act 1996. If a grievance relates to disciplinary
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action, where the issues are related and it is appropriate, the Company may
deal with the disciplinary and grievance concurrently.
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PUBLIC INTEREST DISCLOSURE
The Company is committed to fulfilling all its legal obligations and will take all
reasonable steps to ensure that the people working at Shangri-La Hotel, At
The Shard, London perform their duties within the parameters of the law.
Nonetheless, we recognise that as a large employer the potential exists for
situations to arise where someone working for the Company acts in a manner
that is contrary to this intention. If you become aware of such a situation (e.g.
that a crime has been committed, that someone is failing to comply with a
legal obligation, that there has been a miscarriage of justice, that someone’s
health or safety is being compromised, that there is damage being caused to
the environment, that there has been a financial malpractice or impropriety
or fraud or attempts to conceal any of these items) you should raise the
matter directly with the Director of Human Resources rather than using the
Company’s Grievance Procedure. The Director of Human Resources or a
designated person will investigate the matter fully and with due regard to the
likely sensitivity of the situation. Employees are reminded that unauthorised
disclosure to third parties of confidential information belonging to the
Company will constitute a breach of the terms of your contract of
employment, and may result in disciplinary action, up to and including
dismissal.
HARASSMENT
We recognise that all staff have the right to be treated with dignity and
therefore we strive to do all that is reasonably possible to provide a working
environment free from harassment. Accordingly, we will not tolerate
behaviour from any member of staff which may constitute harassment. We
will do everything reasonably possible to prevent this occurring.
Our policy aims to provide a clear definition of harassment, appropriate
methods of prevention and procedures for dealing with such harassment
should it occur.
Harassment is any unwanted conduct which has the purpose (intentionally)
or effect (unintentionally) of (i) violating that person’s dignity; or (ii) creating
an intimidating, hostile, degrading, humiliating or offensive environment for
that individual. Such conduct is commonly related to sex (including the sex of
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another person, not necessarily the victim), sexual orientation, marital status,
gender reassignment, race, religion, colour, nationality, ethnic or national
origin, disability, HIV positive/AIDS status or age.
Harassment may include:-
– Offensive language, jokes or suggestions.
– Verbal abuse.
– Unwanted propositions of a sexual activity.
– Posters or graffiti of a sexual nature or which may cause other
offence.
– Unwanted or unnecessary physical contact including brushing up
against another person’s body, pinching, patting etc.
– Conduct that puts down or ridicules a worker because of his or her
sex, race, sexual orientation, disability, religion or age or any other
ground of discrimination in respect of which a person is entitled to
protection, including abuse or insults about appearance or dress.
This list is not exhaustive and other behaviour may constitute harassment.
Unwanted attention is harassment if it continues after you make it clear you
find it unacceptable. Except where harassment is by a third party, one
incident can be enough to constitute harassment, if it is sufficiently serious.
Listed below are the choices you have to deal with alleged harassment.
However, if you feel you need to talk to and get advice first, please speak to
the Director of Human Resources. Any complaint will be handled in strict
confidence. Employees who believe they are being subjected to harassment
by a third party, such as a customer, contractor or supplier, should also not
hesitate to use the procedures set out as follows:
Personal
We aim to stop harassment and prevent its recurrence. We want to take
informal action whenever possible to explain how the behaviour is causing
offence, and then gain commitment to change it and handle the problem
as quickly, effectively and confidentially as we can.
Informal
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You will have the choice of which action you wish to take. In all cases of
harassment, you must speak immediately to your Manager or a member of
the Human Resources department. Any investigation will be carried out
impartially, with immediate action taken to ensure that the conduct does not
continue.
Formal
For any complaints which you wish to raise formally, please follow the
Company grievance procedure which is also outlined in Part 2 of this
handbook. If formal action is taken and a complaint is proven, the
harassment will be dealt with through our normal disciplinary procedure.
Harassment and/or sexual misconduct including acts of sexual harassment
are considered Gross Misconduct, with immediate action taken to ensure
that the misconduct does not continue.
Individuals who participate in conduct of a harassing nature may also be
held personally liable.
Victims of sexual harassment will be able to present their case in the first
instance to a person of the same sex, if requested. If the complaint alleges
harassment by a third party such as a guest, customer or supplier of the
Company, and the complaint is found to be valid, the Company will take
appropriate action in the circumstances to stop the harassment by the third
party and prevent recurrence.
It is important to keep a record of the incident so you can accurately recall
what has been happening.
BULLYING
Bullying is defined as:- “the persistent offensive, abusive, intimidating,
malicious or insulting behaviour, abuse or misuse of power or penal sanctions
which make the recipient feel upset, threatened, humiliated or vulnerable
which undermines self-confidence and which may cause them to suffer
stress.
Forms of bullying include:-
– Corporate bullying
– Management bullying
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– Peer group bullying
Firm, fair management is not bullying.
Bullying is another form of harassment and is considered gross misconduct,
with immediate action taken to ensure the misconduct does not continue.
Formal action will be taken, as outlined in the harassment process.
If you need to talk and get advice please contact your Manager or a senior
member of the Human Resources department. If you are being bullied at
work, please contact them immediately.
WORK-RELATED STRESS
Stress is “the adverse reaction people have to excessive pressure or other
types of demand placed on them”. We are working in a dynamic industry
and Shangri-La Hotels recognises stress within the workplace can arise and
will strive to do everything that is reasonably possible to reduce this from
happening, and manage effectively any reported incidents in accordance
with our statutory obligations. This may include where appropriate carrying
out risk assessments; providing counselling where appropriate and providing
guidance and training.
Stress can affect everybody and although it is not a recognised illness, it can
lead to people becoming emotionally, physically and mentally disturbed or
distressed as a result of how they react to or perceive pressures and
demands.
Everyone reacts and copes with stress differently. Some people work well
under pressure and it often improves performance. It can be a good thing.
But when demands and pressures become excessive, they can lead to stress,
and it is clear from recognised symptoms of stress that it can be bad for you.
It can be experienced due to:-
– Work pressures e.g. lack of communication, organisational change,
work load, skill, long hours, shift work
– Relationships e.g. bullying, harassment
– Home e.g. relocation
– Life Crisis e.g. bereavement, divorce
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It can also have a detrimental impact on the Company through high labour
turnover, absence, poor work performance and poor work relations.
Common symptoms of stress include increased heart rate; increased
sweating; blurred vision; rashes; depression; lack of concentration and many
more.
As an employee, it is your responsibility to inform your Manager or the Human
Resources department in respect of any concerns that may be placing you
under adverse pressure and could result in the effects of workplace stress
occurring. If you wish to raise a formal complaint, please follow the Company
grievance procedure which is outlined in part 2 of this handbook. If you
would like further information on stress or feel you need to talk and get
advice, please contact the Human Resources department.
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DRUG AND ALCOHOL POLICY
Because we value the health and welfare of our employees, and because
we recognise the potential for an employee’s job performance to be
affected by dependency on drugs or alcohol, the Company has developed
a policy for handling cases of declared dependency.
Alcohol and drug misuse affects performance, conduct and relationships at
work and at home. Employees who develop alcohol and drug related
problems cause harm to themselves and to others.
Under the Health and Safety at Work Act (1974) Shangri-La Hotels has a duty
to ensure the health, safety and welfare at work of all our employees and
other persons including guests and contractors using the premises. The Act
places a general duty on employees to take reasonable care of their own
health and safety and of any other persons who may be affected by their
acts or omissions whilst at work. Shangri-La Hotel therefore considers it has a
responsibility to promote good health by raising the awareness of employees
as to the risks of alcohol and drug misuse and by offering counselling for
those who have a drink or drugs problem.
In addition to our Health and Safety responsibilities, we are obliged to comply
with the Misuse of Drugs Act and notify the police if an employee or any
person is found to be in possession of drugs or to be supplying or producing
illegal substances.
The misuse of alcohol or drugs does not exonerate an individual from the
results of their actions or from disciplinary action.
Alcohol abuse is defined as a level of drinking which persistently affects an
employee’s work; this is regarded as an illness. Drug abuse is defined as the
taking of an illicit or other chemical substance into the body in an un-
prescribed manner.
SIGNS AND SYMPTOMS
Listed below are examples of the kind of symptoms which may be manifest in
someone with an alcohol or drug related problem. This list is not exhaustive.
Clearly, cases vary and not all of these will apply in every instance. Similarly,
these symptoms may arise but be wholly unconnected with alcohol or drugs,
in which case developments which give cause for concern should be
addressed appropriately.
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The company reserves the right to investigate further any symptoms or signs
that it becomes aware of and employees are required to co-operate in this
respect.
Absenteeism/Irregular Attendance
– multiple instances of unauthorised absence
– frequent absence after days off and pay days
– improbable reasons for absence
Reporting for work
– excessive lateness, for example after days off or returning from breaks
– arriving at work under the influence of alcohol or drugs
– smelling of alcohol
– unkept appearance/lack of hygiene
Absenteeism whilst at work
– repeated absences from their post, more than is reasonably
necessary
– frequent trips to the locker rooms
– overlong breaks
– incapacity due to the influence of alcohol or drugs
– leaving work early
Lack of concentration and confusion
– work requires greater effort
– jobs take an unreasonable time to complete
– difficulty in recalling instructions and details
– increasing difficulty in handling complex assignments
– difficulty in recalling errors
Spasmodic work patterns and deteriorating performance
– alternate periods of high and low productivity
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– increasing general unreliability and unpredictability
– missed deadlines
– mistakes due to inattention or poor judgment
– complaints from colleagues about performance
– improbable excuses for poor performance
Poor employee relations
– over-reaction to real or imagined criticism
– unreasonable resentment
– irritability
– complaints from colleagues about behaviour
– attempts to borrow money from colleagues
– avoidance of manager or colleagues
DISCIPLINARY OFFENCES
An employee’s alcohol or drug problem may come to light as a mitigating
factor in a disciplinary interview. It may be treated as a mitigating factor for
certain less serious disciplinary offences such as poor timekeeping or lateness.
This will be taken into consideration in assessment of the less serious
disciplinary offence, if the person is prepared to undergo treatment as
appropriate on medical advice.
Alcohol and drug testing is standard in some organisations, but not deemed
necessary at present within our Company. If an employee is suspected of
working under the influence of alcohol and drugs, then in line with current
policies and procedures, they will be suspended from duty on full pay and
sent home. An investigation may then take place. They will be given a letter
requesting their attendance at a disciplinary interview in accordance with
the Company procedures.
All these actions and the events leading up to them will be recorded in
writing and where possible signed by a witness.
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PROCEDURE FOR DEALING WITH ALCOHOL AND DRUG DEPENDENCY
If you believe you may have an alcohol or drug related problem, we
encourage you to seek confidential help and treatment. You may be able to
receive assistance through an Occupational Health Adviser or request
support through our confidential employee helpline, Hospitality Action.
Alternatively, you may discuss the matter with your manager or a Senior
Member of the Human Resources Department and, in such circumstances,
be accompanied by a Trade Union representative or current work
colleague. You may in turn be referred to a Company Appointed Doctor.
Any time off required for treatment will fall within the sick leave arrangements.
A Manager who believes an employee has an alcohol or drug related
problem should encourage the individual to seek help and refer them via the
Human Resources department to an Occupational Health Adviser. If the
problem is clearly prejudicial to an employee’s effectiveness in their work, the
Manager has a duty to intervene by taking the matter to the Human
Resources department.
Referrals for treatment are made in the strictest confidence. In line with the
Access to Medical Reports Act 1988, where access to medical records is
sought, this will only be done with written consent from the employee.
Where the effects of alcohol or drugs mean that the employee is unfit or
unsuitable to resume the same job during or following treatment, medical
advice will be sought. Where possible every effort will be made to find
suitable alternative employment.
Where work performance is unsatisfactory due to an alcohol or a drug
related problem and the individual refuses assistance, denies the alcohol or
drug problem or discontinues a course of treatment and reverts to
unsatisfactory levels of performance and/or conduct then the normal
disciplinary procedures will apply. In appropriate cases the requirement to
undertake treatment will form part of any disciplinary action taken. Where it is
determined that upon medical advice an individual is no longer capable of
continuing in the post, consideration will be given to termination of an
employee’s contract of employment with the Company.
Where an individual has completed treatment and subsequently relapses,
any shortfall in performance will be subject to the disciplinary procedures.
However, each case will be considered on its merits.
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CONSUMPTION OF ALCOHOL ON THE PREMISES
Employees are forbidden to consume or be under the influence of alcohol
when on duty or to bring alcohol onto Company premises under any
circumstances. Any breach of this rule will result in disciplinary action being
taken and this is likely to result in summary dismissal.
There are, however, certain occasions when the Management will make an
exception (except for drivers who are not permitted to consume any alcohol
on duty under any circumstances), for example, at the Annual Dinner Dance,
special lunches or when entertaining clients. Such occasions will be clearly
notified to you in advance, and at such times, you will be expected to
behave in a responsible way.
Employees are not allowed to drink alcohol immediately before or during
working hours. This will be considered to cause a serious safety risk to the
employee, colleagues and guests. Any breach of this rule will result in
disciplinary action being taken and this is likely to result in summary dismissal.
DRUG ABUSE ON THE PREMISES
Employees who take drugs that have not been prescribed on medical
grounds will, in the absence of mitigating circumstances, be deemed to be
committing an act of gross misconduct. This will result in disciplinary action
being taken and is likely to result in summary dismissal.
If you are found in possession of drugs or are found to be trafficking in drugs it
will be considered gross misconduct and as a criminal offence the police will
be notified.
PRESCRIBED MEDICATION
Prescribed medication and some over-the-counter drugs such as anti-
depressants, sleeping pills or hay fever remedies can cause drowsiness and
loss of concentration. These effects may be intensified if even small quantities
of alcohol are also consumed. These side effects increase the risk of
accidents particularly for employees operating machinery or working at
heights. If you are taking medication we advise you to ascertain potential
side effects from your GP or pharmacist and to inform your line manager if
there are any safety implications.
Everyday substances such as cleaning materials and glue have an addictive
potential; appropriate risk assessment and care should be taken when the
are in use.
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SMOKING POLICY
We have a general duty under section 2 of the Health and Safety at Work
Act 1974 to ensure the health, safety and welfare of our employees. This
includes provision of a working environment that is safe and without risk to
health. We take the view that smoking constitutes a fire risk and a hazard to
the health of all employees, both smokers and non-smokers (passive smoking
is a known cause of disease).
Smoking in the workplace or in a company vehicle is a criminal offence
under the Health Act 2006.
The Company has a legal duty to ensure, as far as is reasonably practicable,
that employees and visitors to the Company’s premises have the right to work
or visit without being exposed to tobacco smoke.
Exposure to second hand smoke, also known as passive smoking, increases
the risk of lung cancer, heart disease and other illnesses. Ventilation or
separating smokers and non smokers within the same airspace does not
completely stop potentially dangerous exposure. This Policy applies to all
employees, workers, contractors, customers and visitors and is part of the
Company’s commitment to the health, safety and wellbeing of its staff and
visitors.
WHAT IS MEANT BY SMOKING?
The law prohibits smoking any substance, including tobacco, such as:
– Manufactured cigarettes
– Hand-rolled cigarettes
– Pipes and cigars
– Herbs
– Water/Shisha pipes
This includes being in possession of lit tobacco or any other lit substance in a
form in which it can be smoked.
POLICY
It is illegal in England to smoke in all enclosed public places and work places
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and all such places are smoke free. It is our policy, in accordance with
legislation, that all our work places are smoke free; and all employees and
workers have a right to work in a smoke free environment.
Smoking is prohibited throughout the entire workplace with no exceptions.
This includes company vehicles e.g. chauffeured cars and laundry vans, but is
not limited to these vehicles. This policy applies to all employees, workers,
consultants, contractors, customers and visitors.
There is no right for employees/workers to smoke or to take additional breaks
for smoking. Outside of your scheduled break, additional smoking breaks
must be authorized by your manager.
It can be detrimental to our company image for employees to be seen
outside the premises in uniform. It can also be extremely unpleasant for our
guest and customers when employees return to their post taking with them
the odour of smoking on their clothes and person. Therefore all staff are also
expressly prohibited from smoking outside the company premises in uniform.
In the event that staff wishes to smoke (albeit not in uniform and only before
or after their shift) all such staff are requested to do so further than 20 meters
from the Shard and that they wash their hands and clean their teeth in order
to prevent complaints arising from guests, customers and colleagues alike.
If you wish to register a complaint regarding an incident of noncompliance
with this smoking policy you may do so by contacting your line manager or
Health and Safety representative.
BREACH BY STAFF
Any staff member found to be in breach of this policy or statutory
requirements will be subject to disciplinary proceedings which can result in
summary dismissal for Gross Misconduct. This also includes the defacing or
removal of statutory smoke free signage. Line managers are responsible for
ensuring that staff, visitors and, where applicable, contractors are made
aware of this Policy and that they comply with its requirements.
All employees are expected to inform visitors (if appropriate) to either the
hotel or satellite office about the no smoking Policy. However, employees are
not expected to enter into any confrontation which could place them at
personal risk.
If an employee is aware that a visitor is smoking on the premises they should:-
– politely ask them to stop smoking and inform them that smoking is
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only permitted outside in the designated areas
– if the visitor does not stop smoking, politely inform them that it is illegal
to smoke and ask them to leave the premises
– if the visitor does not stop smoking or refuses to leave the premises,
immediately inform your Manager, Duty Manager or Security.
Any employee inviting any person to visit the premises must inform the visitor
about the requirements of this Policy. All employees are responsible for
ensuring that they comply with the requirements of this Policy.
The driver of a Company vehicle, a person with management responsibilities
for a Company vehicle, or any person in a Company vehicle who is
responsible for order and/or safety in that vehicle has a legal obligation to
prevent any person from smoking in that vehicle.
It is the responsibility and legal obligation of all staff, to report any colleague/s
who has breached this policy. Such incidences must be reported to the
Human Resources department who will deal with the matter confidentially
(where possible) and sensitively. In addition to a breach amounting to gross
misconduct, those who do not comply with the legislation are also liable to a
fixed penalty fine and possible criminal prosecution.
IT POLICY
It is your responsibility to read and understand the contents of this policy,
together with any checklist provided to you in relation to the use of the
Company’s computer systems. Every time you use or log on to a Company
computer you are consenting to the terms of this policy.
COMPANY HARDWARE
For the purpose of this policy, “Company Hardware” shall include any and all
computer hardware including without limitation servers, network
components, personal computers, laptops, PDAs, mobile phones, blackberry
devices, MP3 players, digital cameras, camcorders, memory sticks and other
removal storage devices.
All Company Hardware acquired by the Company must only be purchased
or acquired by the IT department. No other employee is authorised to
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purchase or acquire Company Hardware whether by credit card, expense
voucher, petty cash or any other means whatsoever.
Any Company Hardware acquired by the Company must only be installed
by the IT department. Under no circumstance should any Company
Hardware, other than as purchased by the Company, be attached in any
way to the Company’s computer network, unless prior written authorisation
has been given by the IT department.
During your employment, you may be issued with items of Company
Hardware such as a laptop, mobile phone, Blackberry device etc. These are
provided for business use only and must be returned to the Company when
you leave the Company.
Only authorised personnel are permitted to remove Company Hardware off
the premises. Requests for authorisation should be made to the IT
department.
Company Hardware is always to be safeguarded and secured appropriately,
especially when left unattended.
Unauthorised persons must not be allowed access to equipment. The
Company has the absolute right to take possession and reallocate
equipment and accessories as it deems them necessary.
Only suitable and approved cleaning materials are to be used on the
equipment. Equipment must be protected from physical hazards, including
spilling liquids.
SOFTWARE MANAGEMENT
It is the policy of the Company to respect all computer software copyrights
and adhere to the terms and conditions of any licence to which the
Company is a party. The Company will not condone the use of any software
that does not have a licence and any employee found to be using, or in
possession of, unlicensed software at work will be the subject of disciplinary
procedures.
For the purpose of this policy, “Computer Software” shall include any and all
computer software including without limitation to proprietary software,
custom software, freeware, free software, semi-free software, shareware,
evaluation software and public domain software.
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SOFTWARE ACQUISITION
All Computer Software acquired by the Company must be purchased or
acquired by the IT department. No other employee is authorised to purchase
or acquire Computer Software whether by credit card, expense account,
petty cash or any other means whatsoever. All newly purchased Computer
Software will be delivered to the IT department so that licenses can be
checked and asset registers updated.
No other employee is authorised to take delivery of Computer Software.
SOFTWARE INSTALLATION
Any Computer Software acquired by the Company must be installed by the
IT department. Under no circumstances should Computer Software be
installed onto the Company’s IT systems by any other person unless under the
prior written instruction of a member of the IT department.
The use of any games or screensavers other than the Company’s standard
screensaver, or the games which form part of the Company’s operating
system is strictly prohibited.
No Computer Software, whatsoever, may be downloaded from the internet.
You may not load or use any Computer Software received via email.
If you receive a file which is not a standard business document (i.e. Word
(.doc), Excel (.xls), PowerPoint (.ppt) or Acrobat Reader (.pdf ), you must
inform the IT Department before opening it.
VIRUSES
The Company uses anti-virus software to safeguard its systems from malicious
code. All discs, CD-ROMs or other transportable media must be virus checked
prior to use on company equipment. No material downloaded from the
internet or received as an email attachment may be used in the Company’s
computer systems, before being scanned for viruses.
This policy is implemented to ensure that we comply with our legal obligations
under any relevant software licences and legislation.
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E-MAIL & INTERNET USE
The instantaneous nature of email means we can communicate with one
another rapidly, and reduce the amount of time we spend on paperwork
and administration. The internet is a reference library at our finger tips and,
used cleverly, will provide information that previously would have taken hours
of research.
There are of course, disadvantages to the use of email and the internet. The
speed and apparent informality of email may lead people to make
statements they would not make on paper. There are questions of security
and legal liability to consider. Similarly, use of the internet poses risks. The
networks used by the internet are not secure and communications sent by
this medium can be modified.
People can be exposed to offensive material and the Company’s own
computer systems are at risk from viruses.
This policy sets out the Company’s views on the correct use of email and
internet systems and explains how this can be achieved. It also lays out the
Company’s response to inappropriate use of these resources.
USING E-MAIL APPROPRIATELY
Computer resources are provided by the Company and are to be used solely
for legitimate business purposes. The Company reserves the right to restrict
non-business access and access is granted subject to employees complying
with this policy.
Any personal, non-business related activities are carried out at your own risk
and the Company cannot guarantee your privacy in respect of any such
activities.
Copyright & Licensing
You have a responsibility to ensure that copyright and licensing laws are not
breached when composing or forwarding e-mails and e-mail attachments.
Exposure to offensive materials
You accept the risk that inbound emails may contain explicit or offensive
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material that is beyond the Company’s control.
Viruses
Viruses can be extremely damaging and you must take note of any virus
warnings issued by the IT department. In addition, you must ensure that up to
date virus checking software is installed and operational on your computer
and to report any issues to the IT department immediately. If you receive a
suspect email you must alert a member of the IT department without opening
it. Any form of attachment that is not of Word (.doc), Excel (.xls), PowerPoint
(.ppt) or Acrobat Reader (.pdf ) format should not be opened without
contacting a member of the IT department first.
DRAFTING E-MAIL
You must ensure that the style, content and presentation of email messages
you send is consistent with that expected by the Company in other forms of
written communication.
Any email sent via the Company’s systems must include the company’s
standard email footer and disclaimer. Since email is sent from your individual
mailbox, it should be signed by you together with your job title. You must
ensure that your email messages and attachments do not contain
discriminatory or defamatory statements, or any statements which could be
interpreted as harassment or which may damage the Company’s reputation
or its relationships with its customers or suppliers.
Circulation
Email messages should only be sent to individuals for whom the content is
particularly relevant. You should avoid copying for information purposes other
recipients on messages that are not relevant to them.
Confidentiality
Email is an insecure system and content can easily be copied, forwarded
and archived. In this respect the content of emails should be regarded as
published information. You should not send confidential information via email.
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Personal Privacy
You cannot expect email messages, composed, received or sent using the
Company’s networks, regardless of the use of personal passwords, to be
secure and therefore for private viewing only.
You should not have any expectation of privacy in respect of personal use of
the e-mail although the Company will only open clearly personal e-mail
communications where it is necessary for business purposes.
All e-mail is stored and e-mail (including personal e-mail) sent and received
by you may be inspected, examined or monitored by the Company without
notice. This extends to emails received once you have left the employment
of the Company.
The Company reserves the absolute right to review, audit and disclose all
matters sent over the system or placed in its storage. The Company may
carry out monitoring of e-mails for the following purposes:
– in order to establish the existence of facts relevant to the business,
e.g. to obtain records of transactions;
– in the interests of national security
– to detect/prevent crime, e.g. to conduct investigations into
suspected fraudulent transactions/corruption;
– to detect the unauthorised use of a telecommunications system (e.g.
to monitor use of the system to ensure that employees are not in
breach of any policies or procedures relating to use or behaviour);
– to ensure employees are achieving the standards required – this will
include monitoring for quality control and staff training purposes;
– to ensure the effective operation of the system, e.g. to protect a
business network against computer viruses or from being accessed by
hackers; and
– to determine whether the purpose of an e-mail is relevant to the
business, e.g. checking an employee’s e mail during absence.
Wherever possible monitoring shall be limited to traffic and subject records.
However, the Company may monitor the content of the e-mails where this is
necessary to the business. For example, where monitoring of traffic data
reveals a suspected disciplinary offence, the Company may view the
contents of the e mail in order to conduct a fair investigation. In addition, the
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content of e-mails may be examined for quality control reasons or to respond
to business e-mails during employees’ absences. Monitoring may take place
at any time, both inside and outside office hours, but is most likely to be in the
form of audits and/or spot checks. If monitoring reveals unauthorised use or
any serious or repeated breach of this policy or any other form of use
potentially damaging to the business, this may lead to disciplinary action
including dismissal.
You should be aware that deleting a file or e-mail may not eliminate a
message from the system and therefore may still be accessed by the
Company. However the Company will not usually monitor e-mails that you
have deleted from your personal computer without delay. The Company
may also monitor personal e-mails in particular to detect excessive or
otherwise inappropriate use.
INAPPROPRIATE USE OF E-MAIL
‘Flame-mail’
You must not send abusive email messages (known as ‘Flame-mails’). These
messages can be a source of stress and can damage work relationships.
Hasty messages, sent without proper consideration, can cause unnecessary
misunderstandings.
E-MAIL CONTRACTS
Email should not be regarded as an informal communication tool. Offers or
contracts transmitted by email are as legally binding on the Company as
those sent on paper.
You must ensure that you do not enter into a contractual agreement via
email without authority. Similarly, email messages are legally admissible and
you should bear in mind that your message may be subject to disclosure in
legal proceedings.
Confidentiality
For the reason set out previously in this policy, do not send highly confidential
information via email.
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Inappropriate Content
The creation, display or distribution of chain letters, inappropriate humour,
explicit or abusive language or offensive images is not allowed using
Company resources. The Company reserves the right to destroy such
messages on the out-going mail server and the sender may be subject to
disciplinary action up to and including dismissal.
A member of the IT department should be informed immediately if any
offensive, junk or unsolicited emails are received via the internal or any
external network.
Prohibited Uses
The Company will not tolerate the use of the Company’s computer resources
(including use of the internet and email system) for any of the following:
– bullying or harassment (including on the grounds of sex, race,
disability, sexual orientation, religion or other protected category);
– creating, displaying, downloading or transmitting defamatory
information;
– online gambling;
– creating, displaying, downloading or transmitting offensive, obscene
or indecent material such as pornography, racist or sexist material,
violent images or material which may incite criminal behaviour or
which is discriminatory in terms of race, sex, disability, sexual orientation,
religion, colour, national origin, marital status, mental condition or
which violates any Company policy;
– downloading or distributing copyright information and/or any
software;
– downloading movies or videos unless expressly permitted by Senior
Management
– posting confidential information about other employees, the
Company, its guests, customers or suppliers;
– creating, displaying, downloading or transmitting material that is
fraudulent or otherwise unlawful or inappropriate;
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– creating, displaying, downloading or transmitting any personal
message that are not business-related, including operating as a
personal business;
– creating, displaying downloading or transmitting materials that
infringe third party intellectual property rights;
– soliciting others for commercial ventures or for religious, charitable or
political causes, including “for sale” and “for rent” messages or any
other personal notices;
– soliciting employees and other third parties;
– using the Company’s computer systems to search for, obtain or store
any prohibited material (as specified under this policy);
– excessive storage of non-work related material downloaded from the
internet, USB drives, and/or Bluetooth devices which may affect the
availability of IT resources and service quality;
– excessive utilisation of IT resources impacting on service delivery;
– deliberately introducing or passing on any malicious code such as
viruses, worms, Trojan horses or trapdoor program code; and
– operating high bandwidth applications i.e. video, audio “tickers” and
news feeds.
INTERNET USE
Computer resources are provided by the Company and are to be used solely
for legitimate business purposes. The Company reserves the right to restrict
non-business access and access is granted subject to employees complying
with the terms of this policy:
The internet should only be accessed for legitimate work based reasons, as
personal “surfing” can lead to a loss of employee productivity.
You are not permitted to engage in on-line gambling or personal shopping
via work internet access and the Company takes no responsibility for any
such transactions made.
The Company blocks access to specific internet sites and categories of
internet sites. Where there is a genuine business need to access a blocked
site, or where it is considered that a site has been incorrectly categorised,
please contact the IT department.
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You should log out of the internet when not using it, rather than minimising
onto the task bar.
NON-COMPLIANCE WITH POLICY REQUIREMENTS
This policy has been designed to inform you about what is considered
acceptable use of the Company’s email and internet systems.
Disregard of any part of this policy will be considered a misconduct offence
and may result in your loss of use of the Company’s computer systems and/or
disciplinary action being taken which may lead to dismissal. Flagrant
disregard will be considered gross misconduct and may result in automatic
dismissal.
Examples of flagrant disregard include, but are not confined to, accessing
and distributing material of a discriminatory, sexual, obscene or pornographic
nature.
MONITORING
The Company reserves the right to monitor email, computers, computer
systems, internet use and telephone systems, to ensure appropriate use and
compliance with this policy. By signing a copy of the handbook receipt, you
signify your awareness that monitoring may take place and consent to such
monitoring.
Monitoring and email blocking software may be used and email content
may be read, intercepted, reviewed, accessed and disclosed at any time.
SECURITY
You may not attempt to disable, defeat or circumvent any security system
provided to protect the Company’s equipment and/or information. Any
activity of this kind will be considered Gross Misconduct and may lead to
automatic dismissal.
The Company reserves the right to access all information created and stored
on its computer systems.
Security is everyone’s concern and all employees are required to take all
necessary precautions to protect the confidentiality, integrity and availability
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of the Company’s systems and information.
PASSWORDS
You should ensure that you regularly change your computer password and
keep your password confidential.
The Company’s computer system will automatically prompt you to change
your password at appropriate intervals.
Passwords are for the benefit of the Company, and are the proprietary and
confidential information of the Company.
REPORTING
All staff are responsible for ensuring good security practices and procedures
in the working environment. This includes reporting all actual or suspected
information security incidents to the IT department.
APPLICATION OF OTHER POLICIES
All other relevant firm policies, such as the privacy policy, apply to your use of
the Company’s computer systems.
AUDIT
You must be aware that the Company electronically audits all computers on
a regular basis in order to safeguard the Company from the risk of viruses and
to ensure compliance with copyright laws.
Sample random audits may be carried out and by signing the handbook
receipt at the back of this handbook you consent to such auditing.
EMPLOYMENT REFERENCES
It is our company policy that all reference requests are processed and
completed by the Human Resources department. Therefore, if you receive
any such requests please ensure that these are immediately passed on to
your Human Resources department.
Any unauthorised disclosure of information relating to our current and former
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employees on your part will be treated as misconduct and will be dealt with
as a disciplinary matter.
REFERENCE REQUESTS FROM EMPLOYEES
Whilst working for the company, you may require employment references for
reasons such as mortgage applications, opening bank accounts, obtaining a
national insurance number etc.
If you require such a reference, you must request it from the Human
Resources department who will endeavour to process it without
unreasonable delay.
Please note: The Company will not provide an employment reference for a
current employee without the express consent of the employee concerned.
Where such consent is given, the employee is not entitled to disclose the
content of the reference given by the Company.
REFERENCE REQUESTS FROM THIRD PARTIES UPON TERMINATION OF
EMPLOYMENT
Shangri-la Hotel has a legal obligation under the General Data Protection
Regulations to obtain your written permission before disclosing information
regarding your employment to third parties.
REFERENCES OBTAINED UPON COMMENCEMENT OF EMPLOYMENT
Generally speaking, due to the confidential nature of employment
references, the Company will not disclose details of any references obtained
for employees upon commencement of employment, without the express
written consent of the provider of the reference.
CHANGE IN PERSONAL CIRCUMSTANCES
If your personal circumstances change you must advise the Human
Resources department as soon as possible. We need to know if there is any
change to your home address, telephone number, marital status or next of
kin (including their address and telephone number).
You must also advise us if you gain any criminal convictions whilst working for
us and, if you have any previous unspent convictions (other than for minor
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road traffic offences), you must disclose these to your Human Resources
department. An audit may be carried out from time to time and you may
need to provide documents upon request to ensure continued compliance.
PERSONAL RELATIONSHIPS AT WORK
We recognise the possibility of close relationships developing, outside of work,
between employees. Where this occurs the employees must maintain
professional behaviour at work and not allow their personal relationship to
interfere with the running of the business or their dealings with other
colleagues.
Relationships between managers/supervisors and their subordinates are
particularly sensitive. In such cases the Company reserves the right, to transfer
one of the parties involved to another department or work location. If there is
no appropriate opportunity for transfer, the Company may require one of the
parties to leave the business.
LEARNING AND DEVELOPMENT AT WORK
We aim to ensure that every employee has a satisfying and rewarding career
with us. Each new employee should receive a detailed induction to the hotel
and this is supported with departmental on-job training and access to our
online training platform, Shangri-La Academy. Our business objectives are
communicated to all staff; training and related activities underpin these
business objectives.
Additional training in other areas may be provided in order to meet individual
needs. Such training may be conducted in the workplace, through colleges
or other professional bodies. Training leading to recognised qualifications will
also be endorsed and encouraged by the Company. You are encouraged
to discuss your development needs with your Manager during the appraisal
process.
PERFORMANCE REVIEWS
During your probationary period you will receive feedback about your
performance from your Manager, culminating in a probationary review
meeting immediately prior to the end of the probationary period. At this
meeting, your Manager will advise you whether or not you have reached the
required standard of performance and whether you will be retained as a
permanent member of the team. Thereafter, you will receive an annual
performance review. Training will be given to anyone who may require
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assistance.
PROMOTION AND JOB TRANSFERS
We aim to give you the opportunity to broaden your skills and grow your
career with Shangri-La. As a result, vacancies are advertised on line through
our talent site www.areyoushangri-la.com. If you are interested in being
considered for another position, either in your present hotel or in another part
of the Company, you should discuss the situation with your Manager and
advise the Human Resources department. Internal candidates for advertised
positions are judged against the same criteria as any external candidates
although, of course they take priority over external candidates.
To be eligible for an internal transfer (at the same property), you will usually
have to complete a minimum of 6 months in your current job role. To be
eligible for a transfer to another property, you will usually have to have
completed a minimum of one year in your present location and a minimum
of 6 months in your current job role. If your transfer application to another
hotel is successful, your transfer date will be agreed between the parties
concerned, but you will not usually be held in your current position for longer
than the notice period you would have to give if you were leaving Shangri-
La. If you are transferring between different locations, you do so with
continuous service; however, the terms and conditions of employment, and
your benefits, in the new position may not necessarily be the same as those
you enjoy in your existing job. You are advised to check the terms thoroughly
before accepting a transfer.
Further information on careers and the Shangri-La’s Inter-Company Transfer
Policy can be obtained from your Human Resources department.
ETIQUETTE
As an employee of Shangri-La Hotels, you are expected to conduct yourself
in an appropriate manner at all times. Our reputation is in the hands of you
and your colleagues and it is up to all of us to maintain high levels of service.
Following are some etiquette standards that you are expected to maintain
whilst working for the group:-
– Always identify yourself and your department when answering the
telephone.
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– Do not chew gum or similar items whilst on duty.
– Pagers, mobile phones and telephones used for non-business
communication may not be worn, carried or turned on during work
hours. Exceptions, such as in situations involving medical emergencies,
require departmental head approval.
– Always use good posture with no slouching.
– Make eye contact when talking with anyone and use a firm
handshake.
– Remember to use “please”, “thank you” and “excuse me”.
– When guests ask for directions, escort them to their destination, don’t
just point.
PERSONAL APPEARANCE AND GROOMING
All employees are expected to maintain a high standard of personal
cleanliness and appearance. Many jobs in the hotel require physical work
and you are encouraged to bath or shower on a daily basis and use
deodorants/anti–perspirants to protect against body odour which can be
unpleasant for guests and colleagues.
Where you are provided with a uniform, you must ensure that you wear it
complete and that it is cleaned on a regular basis using the hotel’s laundry
and dry cleaning facilities. Please also ensure that you do not enter public
areas of the hotel out of uniform. You are not permitted to leave the hotel
premises in your uniform at any time without express permission from your
manager and those instances will almost always take place in order to assist
a guest in some way.
You will be provided details of the grooming standards that apply to you
during your orientation. Please contact your manager or a member of the
human resources team if you have any questions.
NAME TAGS
All Level 4 and 5 uniformed employees and guest contact management
employees (Level 1 – 3) must wear name tags which conform to Shangri-La
standard. The only exception is when it is a hazard to safety or when Security
staff are carrying out undercover duties.
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It is recommended that all other non-guest contact management employees
wear name tags as well when they are in public areas or meeting with guests
in the hotel.
A name tag will be issued to you by Human Resources upon commencement
of employment, and it must be surrendered upon termination of service. The
name tag forms part of your uniform. Please make sure that you look after it
and that a new one is requested if necessary (we may charge a small fee for
replacing lost name tags).
For employees who wear both the name tags and the management /
service pins, they should all be on the same side of the uniform.
Any other recognized pins, e.g. the ‘Golden Keys’ for Concierge employees,
‘5-star Diamond Award’ pins etc, can only be worn with prior approval from
the Director of Human Resources.
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Part Three
Health & Safety
THE MANAGEMENT OF HEALTH, SAFETY
AND WELFARE
The Company accepts that the health, safety and welfare of its guests,
employees and any other persons on the Company’s premises is a major
responsibility. We are committed to ensuring, so far as is reasonably
practicable, that all necessary steps are taken to comply with the
requirements laid down in the Health and Safety at Work Act 1974 and other
relevant statutes and regulations, and to safeguard the health, safety and
welfare of people on the Company’s premises.
The Company has a Health and Safety and Food Safety Policy. The Health
and Safety policy statement is displayed on the Health and Safety notice
board.
MANAGEMENT RESPONSIBILITIES
We consider that our responsibility for the health, safety and welfare of our employees is equally as
important as any other managerial function. Our Managers are responsible for ensuring that workers
comply with all applicable health and safety requirements and, as such, they are required to have
a sufficient understanding of the relevant legislation, regulations and codes of practice to ensure
that this is the case. Specific management responsibilities include:-
– Complying with Company Policies and Procedures.
– Providing a safe and hygienic working environment.
– Providing employees with adequate information, instruction, training
and supervision.
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– Conducting risk assessments in the workplace and implementing
control procedures.
– Ensuring that working practices are periodically reviewed, and
modified as necessary, to meet changing demands.
YOUR RESPONSIBILITIES
The Health and Safety at Work Act 1974 also places certain responsibilities on
individual employees in the workplace. It is important that you are aware of
what your responsibilities are whilst at work. It is your legal duty:-
– To take reasonable care of your own health and safety and that of
other people who may be affected by your acts and omissions at
work.
– To co-operate with us, as your employer, in order to comply with any
duty or requirements laid down by statute or regulation.
– To ensure that you attend any training sessions as requested and
follow any training instruction or procedures that you are given.
– To avoid intentionally or recklessly interfering with or misusing anything
provided in the interest of health, safety or welfare.
– To use all equipment as instructed and not tamper with any of the
equipment in any way that may result in it becoming dangerous for
use.
– To use all personal protective equipment as instructed and to ensure
you know how to obtain replacements.
– To report to your Manager or Supervisor any conditions or systems that
you think are unsafe or may become unsafe.
Employees should be aware that they can be held criminally liable for failing
to comply with their health and safety obligations under the 1974 Act. In
addition, the Company will take disciplinary action against any employee
found to be negligent in health and safety matters. Any serious breach of
health and safety procedures will be treated as gross misconduct.
DEPARTMENT HEALTH AND SAFETY CO-ORDINATOR
Each department has an appointed individual in charge of co-ordinating all
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actions at departmental level on behalf of the Company to comply with the
requirements of the Health and Safety at Work Act 1974 and relevant
regulations. The Departmental Health and Safety Co-ordinator will receive
the appropriate training and sufficient time out of the department daily
activities to carry out his/her duties.
HEALTH AND SAFETY COMMITTEE
Our hotel has a Health and Safety Committee consisting of management
and department Health & Safety Coordinators. The purpose of the
committee is to communicate about health and safety matters, monitor the
health and safety performance of the hotel and satellite office and make
recommendations on how this performance could be improved. Your
Manager can advise you of the name of your Departmental Safety
Representative and you can ask this person to raise any matters on your
behalf at the Health and Safety Committee meetings.
HAZARD SPOTTING/REPORTING
You can assist us in making the work environment safer by dealing with, or
reporting, any health and safety hazards that you see as you move around
the building. Many hazards can be remedied immediately (for example, a
wedged-open fire door) and if you can put the problem right yourself you
should do so. If you can’t, however, please report the hazard to your
Manager straight away - do not simply ignore it.
YOUR WORK AREA
It is your responsibility to maintain your workplace in a clean, orderly and dry
condition. Particular attention must be paid to spillages and if you spill
something, or cause a spillage, you are responsible for cleaning it up
immediately, or as soon as you reasonably can. If you are unable to clean it
immediately yourself, please ensure the area is cordoned off, use a wet floor
sign or someone should be asked to stay in the area to alert others, whilst you
seek assistance or locate cleaning equipment.
PROTECTIVE CLOTHING AND EQUIPMENT
If you are provided with any protective clothing, or with special equipment
for health, safety and hygiene reasons, you must wear it and/or use it.
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Similarly, you must comply with any safety rules or instructions issued to you.
Failure to do so will result in disciplinary action being taken against you.
REPORTING OF ACCIDENTS, INJURIES AND DANGEROUS OCCURRENCES
If you have an accident at work, no matter how minor, you must report this to
your Manager prior to going off duty. It is your responsibility to ensure that this
is done. Your Manager will then complete an Incident Report Form. In their
absence, your Supervisor or the Duty Manager should be informed. The
Company will then record your accident in its Accident Book. The
accident/incident forms are held by either the Security department or the
Human Resources department or in the Corporate Office, with the First Aiders.
If you are off work as a result of an accident at work you must maintain
regular contact with your Manager (ideally by telephone) to advise them of
your progress. In particular, it is essential that you advise your Manager if you
are likely to be off work for more than 3 days because the Company has
certain reporting obligations in this case. You should also report ‘near misses’
which we define as an accident where no-one is actually hurt, and
‘dangerous occurrences’ which are events that happen and which do not
result in injury but clearly could have done so.
FIRST AIDERS AND FIRST AID BOXES
Both the hotel and Regional office have a number of Registered First Aiders
who are available to provide assistance when someone injures themselves.
Similarly, they each have a number of First Aid boxes containing supplies that
can be used in accident and injury situations.
You will find the location of the First Aid boxes and the names and telephone
numbers of the Registered First Aiders on Staff Notice Boards.
RISK ASSESSMENTS
Risk assessments will have been undertaken for each department, in order to
reduce any hazards or risks. You will receive training when you start in your
department that will address those issues.
You must always follow any training instructions given, as this will allow you to
work safely, and avoid accidents to yourself and others. Please report all
hazards and/or risks to your Manager or Supervisor, or Health & Safety
Representative.
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We are all responsible for our own and each other’s safety. So, please do not
ignore any potential hazard as your action may prevent a serious injury or
fatality.
PREGNANT WORKERS’ GUIDELINES
Risk Assessments will have been undertaken in all departments relating to
pregnant workers. Please ensure you read and follow your departmental
guidelines in relation to this.
You are advised to inform your Manager and/or Human Resources
department, as soon as possible when you are pregnant in order to ensure
that an individual assessment can be undertaken.
DISABILITY AND ILL HEALTH SAFETY POINTS AND GUIDELINES
The company has a very positive approach towards staff who are coping
with a disability. In order to assist this approach you are requested to adhere
to the following guidelines.
– If you have any kind of condition that may affect your health you must:-
Always work within the safe limitations of your disability or ill health
condition.
– Ensure your Manager is fully aware of your disability or condition, in
order that reasonable arrangements can be made for your health and
safety at work.
– Know and undertake the procedure for your safe evacuation from
the building in a fire or other emergency.
– Ensure adequate prior arrangements have been made with your
Manager, Supervisor and colleagues, should you require assistance in
order to evacuate the premises.
– Do not use lifts between levels 52 and 32 during an emergency
evacuation. If necessary proceed to a previously identified “safe
zone”, to await assistance or take the steps down to level 32 from
where you may take an express evacuation lift
– Advise your Manager or Supervisor, if you feel your disability or
condition creates a potential safety hazard, at any time, whilst
performing any part of your job or while you are on Company
premises.
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– Inform your Manager or Supervisor if you identify any special training
needs, in order to undertake your work safely, with regard to your
disability or condition.
– Inform your Manager or Supervisor if you find any hazard, likely to
cause you and/or others any danger.
– Be aware of any possibility that any necessary aids, such as
wheelchairs, crutches or sticks may cause a hazard.
– Inform your Manager or Supervisor if your disability or condition
worsens or changes. This is in order that further assessment and
assistance may be given to ensure that you can continue to work
safely.
– Never take chances with your safety or that of others.
– Seek advice from your Manager, Supervisor or Human Resources
department if you have any uncertainty or queries about these
guidelines.
FIRE SAFETY
Because of the number and variety of people who may be in the hotel or at
the Regional office at any particular time, fire represents one of the greatest
threats to life and safety in our industry. It is vital, therefore, that you take all
reasonable precautions to prevent fire occurring and that you know what to
do if it does occur. Specifically, you must observe the no-smoking rules laid
out in the relevant section of this handbook.
If you discover a fire you must do the following:-
Raise the fire alarm
You can do this by activating a break-glass fire point, by picking up an
emergency fire telephone (if applicable) or by dialling the Service Centre
using the hotel’s emergency telephone number. You will be told what your
property’s emergency number is during your Induction training. Human
Resources will also tell you the hotel emergency telephone number.
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Warn people
Warn anyone in the immediate area of the fire’s existence. Encourage
people to evacuate the area.
Contain the fire
Try and prevent the fire spreading out of its immediate area by shutting any
doors (particularly fire doors) and windows that you can access safely. If
smoke is seeping through door and window frames, a wet towel or some
other dampened fabric placed over the point of seepage may hinder the
spread of smoke.
Assess whether you can fight the fire
If the fire is small, and you can do so without taking undue risks, you may
decide to fight the fire using a portable fire extinguisher. You are not obliged
to do this and you should not do so if you feel that your personal safety could
be jeopardised. If you tackle the fire, you must ensure that you have a clear
means of escape behind you.
Wait until help arrives
You should wait in the area at a safe distance until help arrives in the form of
the hotel’s Fire Party or the Fire Brigade.
FIRE ALARM
Each location in the Company has an automatic fire alarm system activated
by smoke and/or heat detectors and break-glass fire points.
The fire alarm is tested on a weekly basis. Please familiarise yourself with the
alarm.
FIRE ESCAPE ROUTES
You must familiarise yourself with the fire escape routes leading out of your
work area when you start working in a new location. Similarly, learn where the
nearest break-glass fire points are situated.
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FIRE ASSEMBLY POINT
In a general evacuation you are required to leave the building immediately
and assemble at the evacuation assembly point so that we can take a roll
call to establish that everyone is safely out of the building. The Human
Resources department or Director of Security will tell you where the fire
assembly point is when you start working with us. At the assembly point you
should stand with other members of your department for the roll call. When
evacuating the building do not stop to collect personal belongings and do
not use lifts between levels 52 and 32 – proceed immediately to the assembly
point using the nearest safe exit route. Some departments have specific
responsibilities assigned to them in an evacuation situation. Your Manager will
tell you if this applies to you during your initial job training.
FIRE EXTINGUISHERS
Please familiarise yourself with the location of the portable fire extinguishers
situated in your area. You should also find out what the extinguishers contain,
which type of fires they can be used to extinguish and the operating
instructions. All this information will be printed on the outside of the
extinguisher itself.
PREVENTING FIRES
Nearly all fires are caused through carelessness. Even small fires can be very
damaging in terms of the confusion they cause and the mess they leave
afterwards, so it is obviously good sense to always minimise the risk of a fire
starting. You can do this by following these few points:-
– Keep fire escape routes, corridors and staircases clear of equipment
and rubbish at all times.
– Ensure that rubbish and waste paper is not left lying around.
– Switch off and un-plug any electrical equipment after it has been
used.
– Never abuse electrical equipment and always report any faults.
Remember:-
– Act quietly but firmly.
146
– Do not stop to collect personal belongings.
– Do not use the lifts.
– Do not re-enter the building until told to do so by a member of the
hotel fire team or Management.
Your Human Resources department will give you further information on the
fire evacuation procedure for your place of work during orientation and at
regular intervals thereafter.
BOMB ALERTS/TERRORISM
You need to be fully aware of the possible danger from terrorist attacks. For
your own safety it is essential that you follow these instructions:-
– Always maintain the confidentiality of the Company’s guest list and
all the functions held within the hotel and satellite office.
– Never discuss Company business where it can be overheard by
anybody.
– Maintain a high standard of tidiness and good order in all areas of
your work place.
– You are important because you know the area in which you work
and what should not be there. Do not leave bags or packages
unattended. If a client leaves a bag unattended, politely make them
aware not to leave any property unattended, which might be thought
of as suspicious. This is for their own and everybody else’s safety.
– Do not handle anything suspicious – it could kill.
Always be vigilant and report immediately to your manager:-
– Suspicious objects, parcels, packages or luggage left unattended or
in unusual places.
– Suspicious persons in unauthorised areas or who seem vague, nervous
or at ill ease.
– Unattended or suspicious vehicles around the building.
– Anything else you think is suspicious.
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PERSONAL PROTECTIVE EQUIPMENT (PPE)
GUIDELINES
Personal Protective Equipment (PPE) includes gloves, goggles, masks, hearing
protection, shoes and aprons.
– It is very important that any PPE that is issued is worn and used as
specified. This is to ensure that you are protected from any identified
hazards within your department.
– Always ensure that all PPE is in good condition. Report any defects or
PPE that you find unsuitable to your Manager or their Deputy
immediately.
– Always ensure that you know how to obtain further supplies of your
PPE, as required, and ensure any damaged or lost PPE is replaced
immediately.
– The use of Food Handling gloves must be kept to an absolute
minimum in order to assist in avoiding possible allergic reactions to the
gloves. Pre-powdered gloves must not be used as they will more easily
cause possible skin reactions.
SAFE USE GUIDELINES
WORK EQUIPMENT
Work equipment that is not used properly can cause serious injuries. In order
to ensure your safety, you must always make sure you know how to correctly
operate all work equipment that you use and follow all training instructions
given.
Check every time you use equipment that:-
– You know how to stop the machine before you start it and that all
emergency stop buttons or interlock devices are fully operational.
– All guards are fitted correctly and in good working order.
– All materials to be used are clear of any working parts of the
machine.
– The area around the machine is clean, tidy and free from
148
obstructions.
– Your Manager or Supervisor is told at once, if you think a machine is
not working properly.
– You are wearing appropriate protective clothing and equipment,
such as safety glasses or safety shoes.
Never:-
– Use a machine unless you are authorised and fully trained to do so.
– Use a machine where the guard or safety device or systems are not
fully operational.
– Use a machine that appears faulty in any way.
– Attempt to clean a machine that is in motion, switched on or
plugged in. Always switch it off and unplug it.
– Use a machine or appliance that has a damaged or “out of order”
sign or tag attached to it. These signs or tags must only be removed by
an authorised person, who is satisfied that the machine or process is
safe.
– Try to repair any part of a machine or appliance, unless fully qualified
to do so.
– Tamper with any guard or safety device.
– Wear dangling chains or earrings, loose clothing, gloves, rings or long
hair that could get caught up in any moving parts.
– Distract people who are using machines.
– Fool about whilst machines or appliances are being used.
– Use machinery if under the influence of alcohol or drugs.
– Work on a machine for long periods of time. If you experience any
numbness or tingling of any part of your hand or arm, report this to your
Manager or Supervisor immediately.
Always:-
– Switch off machines by using the emergency stop button or
unplugging the machine in the case of any accident or fault arising.
Report this to your Manager or Supervisor immediately.
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– Keep working areas clean and tidy.
– Inform your Manager or Supervisor if you are taking any form of
medication that may affect your ability to use the equipment safely.
– Obey all safety signs and instructions.
ELECTRICAL EQUIPMENT
Whenever electrical appliances are used, the following important rules
should always be followed:-
– Never bring your own equipment in from home to use at work.
– Never touch a plug or socket or use electrical equipment with wet
hands or if standing on a wet surface.
– Check that all plugs and flexes are not damaged in any way, or
exposing the coloured wires underneath.
– If any part of the equipment, plug, flex or socket is defective or
damaged in any way, do not use. It should be removed from the
operation and labelled as “out of order, do not use”.
– Repairs to any part of the equipment, cable, plug or socket must only
be carried out by a qualified person. Never attempt makeshift repairs.
– Tamper with any guard or safety device.
– Wear dangling chains or earrings, loose clothing, gloves, rings or long
hair that could get caught up in any moving parts.
– Distract people who are using machines.
– Fool about whilst machines or appliances are being used.
– Use machinery if under the influence of alcohol or drugs.
– Work on a machine for long periods of time. If you experience any
numbness or tingling of any part of your hand or arm, report this to your
Manager or Supervisor immediately.
Always:-
– Switch off machines by using the emergency stop button or
unplugging the machine in the case of any accident or fault arising.
Report this to your Manager or Supervisor immediately.
150
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SLLN Employee Handbook
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