SLLN Employee Handbook

– 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.
– Never overload a socket by using an adaptor.

– Always unplug equipment prior to cleaning it, filling it with water or
dismantling it.

– Always ensure power tools are switched off before plugging in or
unplugging.

– Ensure all equipment has had a ‘PAT’ test within previous 12 months.

– Always ensure that all electrical tools are right for the job.

– Try and use battery operated tools or low voltage tools as much as
possible.

– Always ensure that the cable is behind you when using cutting
equipment or vacuum cleaners. This is in order to avoid cutting through
or running over the cable.

– Check that all cables or wires running across floor surfaces are
adequately covered to prevent slip injuries or damage to the cables.

– Ensure that no cables or wires are running through water or over a
wet surface.

– Always use a residual circuit breaker for all electrically powered tools
or where there may be a danger of the cable becoming cut.

– Always ensure fuses, circuit breakers and other devices are correctly
rated for the circuit they protect.

– All faults must be immediately reported to your Manager, Supervisor
or Health & Safety representative.

DISPLAY SCREEN EQUIPMENT (DSE)

Injuries, which may be long term, can occur if work undertaken on the
computer is excessive or if poor posture is adopted. It is therefore important to
follow certain guidelines:-

– Always adjust your chair to ensure good back support.

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– You should always sit so that your elbows are in a 90 degree position
and your back is straight with your feet on the ground or placed on a
foot rest.

– Do not tuck legs back under your seat as this can cause circulation
problems.

– The top of your computer screen should be level with your eyes and
at least 18”/45 cm away.

– The computer screen and keyboard should always be directly in front
of you. A twisted position should never be adopted.

– If you are undertaking intensive work on the computer you need to
ensure that you stop for at least 5 minutes every hour. This is to prevent
muscle and tendon injuries that can be debilitating.

– Ensure that you do not support the telephone handset between your
ear and shoulder as this may cause serious injuries and ill-health effects.
A head-set must always be used in order to avoid this.

Eyes can easily be strained when using a computer screen. To avoid this, you
should always ensure:-

– That any glasses you have been prescribed are suitable for work and
you have clear eyesight through these.

– Sit approximately 18” away from the screen.

– Always ensure you move away from the screen for at least 5 minutes
every hour, when undertaking continual work on-screen.

– Try and have some distance vision at regular intervals during the day.
This could be achieved by looking out of a window or down the
corridor, or going outside during a break.

– Do not work on a screen which is flickering or blurred. If your screen
does show this, report it to your IT department immediately.

– Have regular eye sight tests. These are provided free for DSE work.

If you have an eye test, you must bring the receipt of the appointment to the
Human Resources Department for reimbursement (please note that this is only
for employees who use DSE on a regular basis as part of their job role).

If you do experience any problems with your computer, report it immediately
to your Manager or Health & Safety Representative who will advise the

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companies appointed DSE assessor. Appointed DSE assessors are responsible
for training and undertaking individual assessments of your work station. Early
reporting will allow re-assessment and assist in preventing problems from
worsening.

MANUAL HANDLING

Injuries can occur if incorrect lifting techniques are used over a period of
time. It is therefore important to protect your long-term health by undertaking
the following guidelines:-

– Never lift anything that you feel is too heavy or awkward.

– Always ask for help if required.

– Always use a trolley to transport all items even if they do not appear
heavy. This is in order to prevent damage occurring that you may not
be aware of, but that may lead to problems later on.
– Never jerk or shove, or use any twisted movement or position.

– Always lift in easy stages – floor to knee and then from knee to
carrying position. Reverse this lifting method when setting load down.

– Always hold weight close to the body. Lift with legs and keep back
straight.

– Always grip loads with palms, not fingertips.

– Never change grip whilst carrying.

– Never let the load obstruct your view, particularly on stairs.

– Always plan your route before setting off. Ensure the route is clear and
you have thought of the doors and stairs etc that may be encountered
on route.

PREVENTION OF SLIPS, TRIPS AND FALLS

– A strong practical closed shoe must be worn to protect feet from
burns or injury and prevent slips. They should be flat or very low heeled,
have non-slip soles and heels and provide adequate protection for the
upper part of your foot.

– In some departments you will be requested to wear safety shoes.

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These must always be worn.

– Plimsolls, trainers, slippers, sandals, open toe shoes and mules will give
feet no protection at all. They can also lead to a lot of slip incidents.
– High heels, badly worn shoes and clogs can also easily cause you to
slip and fall, particularly on a wet or greasy floor.

– High heels can trip you up if they catch on carpet threads or on an
uneven floor.

– If you find that your shoes are unsuitable and slide when wet and
greasy, they must be changed at once.

– If you spill or drop anything on the floor anywhere at work, or if you
find any form of spillage, you must ensure it is picked up or thoroughly
cleaned immediately.

– All floors must be left dry, otherwise someone else may slip on them.
Place wet floor signs in the area to warn people of any floor that may
remain wet. Grease, oil and fat spills are particularly dangerous, as are
detergents and food.

– Never leave packages or obstacles on any floor area.

Stairs:-

– Never run or jump on stairs.

– Do not “miss” steps when going up or down. Always have one hand
free to ensure that you can hold onto the handrail.

– Do not carry large, heavy, awkward or glass items up or down stairs
as these can easily cause you to fall. Glass items can cause severe cuts
if they are dropped or you fall. Always use trolleys and lifts for carrying
these items.

– Do not slide down banister rails.

– Report all damaged treads on stairs to your Health & Safety
Representative or Manager immediately.

EXITS, PASSAGEWAYS AND STAIRS

It is essential that all passageways, stairs and exits are kept clear in order to
avoid slips and falls, and to ensure safe exits in case of an emergency.

The following guidelines must be followed to ensure the safety of yourself and
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others:-
– Do not tuck legs back under your seat as this can cause circulation
problems.

– The top of your computer screen should be level with your eyes and
at least 18”/45 cm away.

– The computer screen and keyboard should always be directly in front
of you. A twisted position should never be adopted.

– If you are undertaking intensive work on the computer you need to
ensure that you stop for at least 5 minutes every hour. This is to prevent
muscle and tendon injuries that can be debilitating.

– Ensure that you do not support the telephone handset between your
ear and shoulder as this may cause serious injuries and ill-health effects.
A head-set must always be used in order to avoid this.

Eyes can easily be strained when using a computer screen. To avoid this, you
should always ensure:-

– That any glasses you have been prescribed are suitable for work and
you have clear eyesight through these.

– Sit approximately 18” away from the screen.

– Always ensure you move away from the screen for at least 5 minutes
every hour, when undertaking continual work on-screen.

– Try and have some distance vision at regular intervals during the day.
This could be achieved by looking out of a window or down the
corridor, or going outside during a break.

– Do not work on a screen which is flickering or blurred. If your screen
does show this, report it to your IT department immediately.

– Have regular eye sight tests. These are provided free for DSE work.

If you have an eye test, you must bring the receipt of the appointment to the
Human Resources Department for reimbursement (please note that this is only
for employees who use DSE on a regular basis as part of their job role).
If you do experience any problems with your computer, report it immediately
to your Manager or Health & Safety Representative who will advise the
companies appointed DSE assessor. Appointed DSE assessors are responsible
for training and undertaking individual assessments of your work station. Early
reporting will allow re-assessment and assist in preventing problems from
worsening.

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LADDER AND STEPLADDER GUIDELINES

– Always ensure you are trained before using a ladder or stepladder.

– It is important that you always use the correct type and size of ladder
or stepladder for the job.

– Do not use metal ladders or steps for any electrical work.

– If you feel unsafe or unfit to climb any ladder or stepladder, do not do
so and inform your manager or their assistant.

– Certain medication or illness may cause dizziness or loss of balance.
Always ensure you inform your Manager or their assistant if this occurs
and avoid using ladders and steps.

– Always check to ensure that any ladder or stepladder used is in
sound condition. If not, do not use.

– All equipment must be for industrial use. If not, do not use it and
report the situation to your manager or their assistant.

– Always position the equipment correctly. Always face the job you
need to do, and place equipment close to the task or item.

– Ensure ladders are angled one rung length from the wall for every
four rungs in height.

– Always use non-slip footwear.

– Ensure the ladder is firmly based and steady before climbing.

– Ensure that every load being lifted or removed is well within your own
individual capability. If not, seek help.

– Never lean or overstretch, when using a ladder or steps.

– Always ensure that there are two persons present for any
ladder/stepladder work for all designated tasks. Do not take risks for
your safety.

– Always secure all ladders over 2m (6ft.) to a firm fixing.

– Never support ladders on their rungs.

– Always ensure ladders have level and firm footings – never unsteady
bases such as oil drums, boxes or planks.

– Never use a painted or varnished wooden ladder or stepladder, as

156

splits and other damage will not be easily visible.

– Never store wooden ladders near any heat source or in damp or wet
conditions.

– Always open all stepladders to their limit and check the locking
mechanism is in place.

– Never stand on the top step of a step ladder or ladder. As a guide,
your knees should never be above the top step of a ladder or
stepladder.

– Never fool about on a ladder.

– Ensure that only one person is on a stepladder or ladder at any one
time.

– Always arrange ways of carrying tools and materials up and down to
ensure your hands are free to grip the ladder or stepladder.

– Never slide down a ladder. Use all the steps when descending.

– Remove all equipment to a safe place when finished. Never leave
them as a hazard or obstruction for others.

– Never place ladders where there is a danger from moving vehicles or
electrical cables.

– Always follow any manufacturer’s instructions.
LIFTS

– Never ride on any designated food or goods lift.

– Never place any part of the body in an open shaft.

– Never overload any lift as this may cause it to fail. The maximum load and
passenger limits will be shown.

– Never smoke in a lift.

– Never use a lift between floors 52-32 if there is a fire. Always use the stairs to
Level 32 where you will be able to take an evacuation lift.

– If anyone is trapped in a lift, call Security or Technical Services immediately.

– Never attempt to release anyone yourself. Reassure the trapped occupant
and inform them that help is on the way.

– Report all faults immediately to your Manager.
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CHEMICAL USE (COSHH) SAFETY
GUIDELINES

Misuse of chemicals can cause severe injury or death. To avoid this, the
following guidelines must be adhered to at all times.

COSHH stands for ‘Control of Substances Hazardous to Health’ and involves
all substances that people come into contact with through work. This includes
chemicals, dust, gases and bacteria.

– When using any chemical substance, it is very important that you
treat it with great care, as serious injuries can result if misused.

– Never use corrosive, toxic or highly flammable chemicals unless you
have received specific training and have been named as a
designated user.

– Always keep these hazardous chemicals in designated locked
storage areas.

– It is extremely important never to decant any chemicals into any
other container, particularly any food containers. Serious injuries and
near death incidents have occurred due to this reason and must be
avoided at all times.

– Always use original containers and fully read the instructions on labels
before use.

– Never mix chemicals. It does not make them work more effectively
and can cause fumes and chemical reactions that can lead to serious
ill health problems and death.

– Always use chemicals as instructed.

– Always wear gloves and other required personal protective
equipment as instructed. Always ensure you know how to obtain
replacements as necessary.

– Always wash your hands after handling chemicals and before
drinking or eating.

– Always rinse skin or eyes with plenty of cold running water in case of
any chemical splash.

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FOOD HYGIENE

The Company recognises that food hygiene is of the utmost importance and
that food handling procedures in any kitchen or other food handling area
must be rigorously complied with to minimise the risks of contamination and
possible outbreaks of food poisoning. The Food Safety (General Food
Hygiene) Regulations 1995 and Company policies place the following
obligations on you if you are involved in the preparation of food:-

– All parts of the body that are liable to come into contact with food
must be kept as clean as possible. Hands should be clean at all times
and washed frequently particularly after using the toilet, after smoking,
after touching hair, after handling rubbish and between handling raw
and cooked food.

– Fingernails must be kept short, false nails and nail varnish must not be
worn whilst food handling. All jewellery is prohibited in food handling
areas except a plain wedding band and small earring sleepers.

– Clean uniform or over-clothing must always be worn on duty and
should be changed if it becomes soiled. Protective clothing, where
provided, must always be worn.

– Hats must be worn for all food preparation procedures and your hair
must be fully enclosed under a hat or hairnet.

– General hygiene is important. Bathing or showering and a change of
the personal clothing you wear whilst working should occur daily. Facial
hair must be covered with a net.

– When reporting for duty you should always be neat, clean and tidy.

– Outdoor clothing must be kept separate to your clean clothing in
your locker and your locker must be kept clean and tidy.

– Knife storage areas must be kept clean.

– Any open cut or abrasion on any exposed part of the body must be
covered with a suitable blue waterproof dressing.

– Suitable gloves should be worn for the preparation of high-risk foods
and for food that is to be served to clients without further cooking.

– Serving staff must ensure that food for immediate consumption is
handled with gloves or tongs.

159

– In the case of anyone swallowing any chemical, copious amounts of
water or milk should be drunk. Never induce vomiting. Always obtain
medical assistance.
– General rules: do not cough or sneeze over un-screened foods;
always pick cutlery up by the handles and avoid touching the drinking
edges of glass and cups; plates and bowls should be picked up by
their edges; all crockery, cutlery and glassware must be adequately
sanitised after use.

In order that the correct procedures can be undertaken you must also report
to your Manager:-

Any illnesses involving:-

– vomiting

– diarrhoea

– skinrash

– septic lesions to the skin (i.e. boils, infected cuts or burns however
small)

– infections of the ears, eyes, nose or throat

– hepatitis A

– After returning to, but before commencing work, following any of the
above illnesses.

– After returning from holiday abroad to other than a European
country.

– If whilst away on holiday you suffer from any diarrhoea and vomiting.

– If another member of your household is suffering from diarrhoea and
vomiting.

Failure to comply with these requirements may lead to disciplinary action
being taken.

LICENSING LAWS

If your job involves serving alcoholic beverages to customers, you will need to
ensure that you comply with various legal requirements concerning the way
that alcoholic drinks are dispensed and served.

160

The requirements listed below are legal requirements. If you do not comply
with them you are breaking the law and the Company will treat this as gross
misconduct which may result in summary dismissal.
MEASURES
When pouring drinks, full measures must be given using approved measures
which have either a Crown stamp or a CE mark and which are in a good
condition.
BEER AND CIDER
Draught beers and ciders must be served in approved glasses with either a
Crown stamp or CE mark. When bottled beers and ciders are served the
customer must be given the entire contents of the bottle.

SPIRITS AND LIQUORS
All spirits are dispensed in quantities of 25ml or 35ml, or in multiples thereof,
and can only be dispensed through an approved measure with either a
Crown stamp or CE mark.

‘PASSING OFF’
‘Passing off’ is the process of serving a different brand of drink to the one
requested by the customer without their knowledge. For instance, if a
customer asks for ‘Bacardi’ rum and you serve ‘Dry Cane’ rum without telling
the customer, you are guilty of ‘passing off’ and are in breach of the licensing
laws. If, however, you check with the customer that the alternative brand is
acceptable you can serve the substitute. This rule applies equally to all
beverages so, for example, you must not substitute Pepsi Cola for Coca Cola
without informing the customer.

DILUTING DRINKS
You must not dilute an alcoholic drink with non-alcoholic liquid unless the
customer requests you to do so. This applies regardless of whether the
alcoholic drink is for consumption ‘neat’ or as part of a mixed drink or
cocktail.

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PRICES
By law, the price of alcoholic drinks must be available to the customer in
writing. This can be done by a notice displayed on, behind or in the vicinity of
the bar. The notice must be clearly legible to the customer. If drinks are
served by a Waiter at a table there must be a price list displayed so that
customers can read it before they sit down.
The Company will provide the relevant notices and price lists but you must
ensure that price information is always available to your customers during
service.
UNDER-AGE DRINKING
The Licensing Act 2003 makes it an offence to sell intoxicating liquor to
anyone under the age of 18 years. It is also an offence to sell to anyone who
is attempting to buy intoxicating liquor for a person under 18 years old.
UNDER-AGE SERVING
Anyone under the age of 18 should not sell or supply alcohol unless the sale
or supply has been specifically approved by an authorised responsible
person over the age of 18. If you are in any doubt about any aspects of these
requirements please do not take the chance that you might be breaking the
law. Ask your Manager or Supervisor for guidance.

--- END ---

This document contains classified and confidential information. Please safeguard the confidentiality of this
document and its content at all times. The disclosure of any part of this document to unauthorised personnel is
strictly prohibited and may lead to disciplinary action and legal prosecution. Unauthorised copying will also invite
disciplinary action and prosecution

162

HANDBOOK RECEIPT

I acknowledge receipt of the Shangri-La Hotel, At The Shard, handbook.
I confirm that I have read its contents, or had them explained to me, and I
agree to be bound by its requirements and abide by the policies and
procedures.
I understand that the terms outlined on Part 1 of the handbook form part of
my contract of employment and acknowledge Shangri-La’s right to vary my
terms and conditions of employment in accordance with the process
outlined in the handbook.
PRINT NAME: …………………………………………………………………
SIGNED: …………………………………………………………………
DATE: …………………………………………………………………
PLEASE PRINT THIS PAGE AND RETURN TO HR

170

INDEX

Page

2 Welcome
3 About Shangri-la
4 Our Philosophy, Mission and Vision
5 Our Core Service Values
6 Our Guiding Principles
7 Service Levels

PART ONE – YOUR EMPLOYMENT

9 About your employment
10 Attendance at work: contractual hours
14 Your pay
15 Your holiday arrangements
17 Termination of employment
19 Confidential information
20 Press enquiries
20 Entering into contracts
20 Sickness absence policy
30 Maternity leave policy
36 Paternity policy
44 Adoption leave
50 Shared Parental Leave
57 Flexible working policy
63 Parental leave policy
67 Time off to care for dependants
69 Compassionate leave policy
69 Jury service

70 Data protection policy
75 Anti-corruption and bribery policy
84 Code of ethics

PART TWO – EMPLOYEE RELATIONS

87 Guest relations
88 Communication
89 Personal telephone calls and communication
90 Frequency and method of payment
91 Security
99 Equal opportunities
100 Disciplinary procedures
108 Grievance procedure
111 Public interest disclosure

111 Harassment
113 Bullying
114 Work-related stress
116 Drug and Alcohol Policy
121 Smoking Policy
123 IT Policy
126 E-mail & internet use
132 IT Security
133 Employment References
134 Change in Circumstances
135 Learning & Development
136 Etiquette
137 Personal Appearance
137 Grooming

PART THREE – HEALTH & SAFETY

139 The Management of health, safety & welfare
144 Fire Safety
147 Bomb Alerts/Terrorism
148 Personal Protective Equipment (PPE)
148 Safe use guidelines
158 Chemical use (COSHH) safety guidelines
159 Food Hygiene
160 Licensing laws
170 Handbook Receipt