HR BINDER REVIEW

Reporting All Injurie

 It is very critical that all injuries are r
how minor they are

 Security will:

 Assess the injury
 Provide first aid, if required
 Document the injury
 Issue Dear Colleague/Doctor lett
 Inform management 

 This is very vital as the hotel is obliga
within 72 hours (this is completed by

es to Security

reported to security, no matter 

ter

ated to report injuries to WSIB 
y Human Resources)

Working Hours… when

Scenario #1: Beyoncé is walking down the st
notice that one of the steps is wet. She sli
She  is in a lot of pain and cannot p

Supervisor Respo

1. Bring Beyoncé to the Security Office

 Not reporting the injury immediately can 
 If the injury is deemed minor or no medic

may return to regular duties

2. Arrange for transportation, if medic

 If the injury is serious and the colleague is
supervisor must accompany the colleague
Department Leader/Manager)

 Option 1 is the house car. If the house car

n a Colleague reports an injury

tairs carrying  a vacuum. She doesn’t 
ips and falls, injuring her right foot. 
put any pressure on her foot.

onsibilities:

e to report the injury

 result in the injury escalating
cal attention is required the colleague 

cal attention is required

s in a lot of pain (i.e. broken foot), a 
e to the doctor/emergency (i.e. GM, HR, 

r is not available, arrange for a taxi

Working Hours… when

Supervisor Respons

3. Offer Beyoncé modified duties on he
the doctor’s restrictions, regardless of 
medical documents

 If unsure what to offer, consult with HR

4. Adjust ADP‐payroll to ensure Beyon
of the injury, if she was sent to seek m

 the injured colleague should not be sent 

n a Colleague reports an injury

sibilities cont’d:
er next scheduled shift, within 
 the severity of the injury or the 

ncé receives full wages on the day 
medical attention

 home unless it is their wish to do so

Working Hours… when

Supervisor Respons

5. Follow up with Beyoncé to see how 
Resources

6. Inform Beyoncé, if she calls in sick o
to the injury, that we are able to accom
duties available for her within the doct

 declining modified duties may affect the 

7. Notify Human Resources immediate

n a Colleague reports an injury

sibilities cont’d:
 she is doing and update Human 

on her next scheduled shift due 
mmodate and have modified 
tor’s restrictions

 colleague’s WSIB claim

ely via email

Non‐Working Hours…

Scenario #2: Drake calls in sick for his 3:00PM
at the end of his shift last night 

Supervisor Respo

1. Investigate and retrieve as much info

 What happened?
 Did you report the injury to anyone? Wh
 Were there any witnesses?
 Did you seek medical attention? If yes:

 Did the doctor provide you with any paper
Health Professionals Report)?

 What do the work restrictions state? Can y

when a Colleague reports an injury

M shift. He lets his supervisor know that 
 he injured his left hand.

onsibilities:
ormation as possible:

hy not?

rwork (i.e. Functional Abilities Form or Form 8‐
you send a copy?

Non‐Working Hours… w

Supervisor Respons

2. Offer Drake modified duties

 This means having Drake still come in for h
duties, within the restrictions stated on th

3. Inform Human Resources and Securi

 Declining modified duties may affect the

4. Ensure Drake reports the injury to Se
the property

5. Submit all medical paperwork obtain
Resources

when a Colleague reports an injury

sibilities cont’d:

his scheduled shift and perform modified 
he medical forms

ity via email

e Drake’s WSIB claim

ecurity, as soon as the he attends 

ned from Drake to Human 

Supervisor’s Trainin

• The Ministry of Labour requires a
training. Each supervisor must en
following training on the Ministry
certificate must then be given to 

http://www.labour.gov.on.ca/english

ng

all supervisors to receive 
nsure to complete the 
y of Labour’s website.  The 
 Human Resources.
h/hs/elearn/supervisor/

Universal Core

We will ensure the sa
privacy of our guests a
respect the confidentia
room number, preferenc

e Practice #9

afety, security and
and colleagues. We
ality of guest names,
nces and behaviours.

Supervisor Sign

I have  had an opportunity to revie
the attached training presentation

Guide to Injuries” and will ensu
protocol. I understand that this is a
responsibilities as a Supervisor at t

• Name:_____________________
• Department:________________
• Date:_______________________
• Signature:___________________

n‐Off Sheet

ew, ask questions and discuss 
n with reference to “Leader’s 
ure to follow the attached 
a component of my duties and 
the Shangri‐La hotel, Toronto. 

____
____
___
___

 

SHANGRI‐LA HOTEL, TORONTO – Email and Telephone Etiquette 

 
Email 

‐ Internal and external communication 
 
 
Dear _(name)___, 
 
 
Kind regards, 
____ (your name)____ 
 
 
 
Telephone 

 
A polite reminder for answering external and internal calls in different departments: 
 
 
Answering Your Direct Line ‐ Internal 
“Good morning/afternoon/evening, Department, <name> speaking, how may I assist you?” 
e.g. Good morning, Housekeeping, Bob speaking, how may I assist you? 
 
 
Answering Your Direct Line ‐ External 
“Good morning/afternoon/evening, Shangri‐La hotel, Toronto, <name> speaking, how may I assist you?” 
e.g. Good morning, Shangri‐La hotel, Toronto, Julian speaking, how may I assist you? 
 
 
Voicemail Message 
“You have reached <name> at Shangri‐La hotel, Toronto. I am either on the line or away from my desk at 
the moment.  If you would like to leave your name and number, I will return your call as soon as I 
can.  Thank you.” 

 

HOTEL POLICY & PROCEDURES MANUAL

TITLE: EMAIL POLICY PAGE : 1 of 3
DNOIV.:IS0I0O1N: Human Resources
DIVISION : A&G DATE : 4/10/2017
PREPARED BY : Nampett Hughes
CROSS REFERENCE : APPROVED BY: Jens Moesker, Area General Manager

DISTRIBUTED TO: SLTO

POLICY

Outlook is used as the platform for email communication between Shangri-La hotels and offices within the group.
All emails to Internet email recipients should also be channeled through the Outlook network.

All Outlook mail to external parties must be appended with the digital signature of the mail sender. The digital
signature must conform to the standard format as arranged by the IT Manager.

Messages must be checked as frequently as possible. All guest emails must be responded to within 24-48 hours. If
the user is away, on leave or on a business trip and unable to check their messages, he or she should ensure an
appointed person in the department, or the coordinator if available, to check and reply to messages. (1) The “Out of
office” automatic reply function should be turned on and (2) an email should be sent out to SLTO All Users before
leaving the office.

1. “Out of office” automatic replies:

Internal:
Thank you for your email. Please know that I will be out of the office today FULL DATE with limited access to
email. I will be returning to the office on FULL DATE.
For any urgent matters please contact FULL NAME at Ext: 8888

Kind regards,
Full name and signature

External:
Thank you for your email. Please know that I will be out of the office today FULL DATE with limited access to
email. I will be returning to the office on FULL DATE.
For any urgent matters please contact FULL TITLE AND FULL NAME at 888-888-8888

Kind regards,
Full name
Company signature

HOTEL POLICY & PROCEDURES MANUAL

TITLE: EMAIL POLICY PAGE: 2 of 3
NDOIV.:IS0I0O1N: Human Resources

2. Email to SLTOALLUsers:

Thank you for your email. Please know that I will be out of the office today FULL DATE with limited access to
email. I will be returning to the office on FULL DATE.
For any urgent matters please contact FULL TITLE AND FULL NAME at 888-888-8888 or Ext 8888.

Kind regards,
Full name
Company Signature

Basic email etiquette is to be observed:

1. When to send an email:
- When a personal meeting or phone call will not work
- Emails should not be used in replacement of a phone call; it should be used to trace and
document a conversation

2. Who to send it to:
- Only the relevant persons
- Prune all unnecessary “cc” recipients
- “To” should be sent to people who act on the message, “cc” to those who really need to be
informed about that particular message
- Please review the recipients list for every message that is sent out

3. Subject line:
- Should describe the particular message (e.g. SLTO Colleagues Month)
- When emailing other Shangri-La properties and SLIM please ensure to place the abbreviated
company title: position/department before the subject (e.g. SLTO: EO – Meeting Request).
- In case of a long thread of messages the subject line must be changed whenever required in
relation to the actual message

4. Contents of the message
- The message should be no longer than 2-3 paragraphs
- Slang and abbreviations should be avoided, especially when in correspondence with guests
- In case longer messages need to be sent, please include a summary at the beginning so that
General Managers and others that are copied can have the sense of the message in the first
paragraph itself, preferably in a bullet point form.
- Do not create a rainbow, where each person in a message thread enters a new colour, e.g.
“Please see my comments in “this”

HOTEL POLICY & PROCEDURES MANUAL

TITLE: EMAIL POLICY PAGE: 3 of 3
NDIOV.:IS0I0O1N: Human Resources

Sample external email structure:
(Please note that for internal emails, a less formal tone may be used)

1. Salutation
2. Appreciation or positive tone to start
3. Body of the email is meant for action or information
4. Request acknowledgement or confirmation, courteous farewell or appreciation

Email:

Dear _______,

Thank you for your thoughts on our upcoming meeting.
I believe that the 1st of the month would be a good chance to review the previous quarter’s
results. There are many opportunities to improve our service offerings and increase our profitability.

I look forward to receiving your confirmation if this date works for your schedule.
Kind regards,
Full name
Company signature



















HOTEL POLICY MANUAL: HUMAN RESOURCES

TITLE: SOCIAL MEDIA POLICY APPROVED BY:
NO.: CHR53 Greg Dogan, President & CEO
PREPARED BY:
Timothy Wright, Group Director of Human Resources DATE OF DISTRIBUTION:
DISTRIBUTED TO: All Colleagues September 16, 2015

POLICY ACKNOWLEDGEMENT

This acknowledgment form is to be signed and returned to Human Resources.

My signature below certifies that I have received, read, and understand the Shangri-La Hotels & Resorts policy on Social
Media. I have had an opportunity to ask questions and discuss the contents of this policy with an appropriate member of
management and I agree to abide by this policy. I understand that any violation by me of the Social Media Policy may
result in disciplinary action up to and including termination.

Colleague Signature Colleague Name (Printed) & Date

CC: Personnel File

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