Dear Associate, Welcome to the Marriott family! Marriott is the largest hospitality company in the world and has some of the most iconic brands in travel. Our Company was founded by Mr. J. Willard Marriott and Mrs. Alice Sheets Marriott in 1927 in Washington D.C., not far from where our Corporate Headquarters are located today. Our founders, Mr. and Mrs. Marriott had a very simple business philosophy which is still the foundation of our Company culture today. We owe our success to our associates, who constantly strive to provide the best service and create the most memorable experiences for our guests. Our associates are our most valuable asset, and we firmly believe that if we put our people first by taking good care of them, they will, in turn, be happy and will take good care of our guests. Our Company has consistently evolved to pursue excellence in everything we do. Rajeev Menon President – Asia Pacific, Excluding Greater China (APEC) As you join our team, we want to help you settle in and feel part of the team as soon as possible. Your Supervisor, Manager and your Human Resources Team are available to answer any questions you may have. This Associate Handbook is also designed to assist you in understanding the rules, policies and expectations that are important for you to know and understand. I am proud to have you be a part of the Marriott family. Welcome and best wishes in your new position and your journey with us.
CHAPTER 1 MARRIOTT CULTURE, HISTORY AND BRANDS / 05 1.1 Culture, Core Values and Guidelines from our Leaders 1.2 Our History 1.3 Our Brands CHAPTER 2 YOUR HOTEL AND OWNER / 10 CHAPTER 3 EQUAL OPPORTUNITY POLICY / 12 3.1 Guarantee of Fair Treatment & Open Door Policy 3.2 Business Integrity Line 3.3 Associate Engagement Survey CHAPTER 4 LEARNING AND DEVELOPMENT / 15 ONBOARDING & ORIENTATION 4.1 Onboarding & Orientation 4.2 Digital Learning Zone 4.3 Required Training CAREER DEVELOPMENT 4.4 Become Program 4.5 Leadership Development 4.6 Marriott Development Academy 4.7 Transfers and Promotions 4.8 Performance Appraisals 4.9 Hotel Organizational Structure CHAPTER 5 GENERAL TERMS AND CONDITIONS OF EMPLOYMENT / 21 5.1 Talent Acquisition 5.2 Onboarding 5.3 Personal Information 5.4 Medical Examination 5.5 Employment Contract 5.6 Probation 5.7 Working Hours 5.8 Overtime 5.9 Pay 5.10 Salary Adjustment 5.11 Separation 5.12 Termination of Employment Agreement/ Contract 5.13 Employment of Relatives CONTENT
CHAPTER 6 COMPENSATION AND BENEFITS / 26 6.1 Statutory Holidays 6.2 Night Differential Allowance 6.3 Vacation Leave 6.4 Sick Leave 6.5 Maternity Leave 6.6 Paternity Leave 6.7 Birthday Leave 6.8 Well-being Leave 6.9 Bereavement Leave 6.10 Government Mandated Benefits 6.11 Health and Medical Insurance 6.12 Life and Personal Accident Insurance 6.13 Service Charge 6.14 Work Related Injury or Death 6.15 Duty Meals 6.16 TakeCare Activites 6.17 Rewards 6.18 Incentive Bonus 6.19 Associate Appreciation Week 6.20 Explore Rate 6.21 Length of Service Recognition CHAPTER 7 HOTEL RULES & REGULATIONS / 31 7.1 Attendance 7.2 Use of Hotel Facilities 7.3 Appearance and Behavior 7.4 Associate Identity Card and Name Tag/Pin 7.5 Locker Room 7.6 Uniforms 7.7 Clocking In & Out 7.8 Shift Arrangement 7.9 Issuing of Hotel Properties 7.10 Document Request 7.11 Red Sticker Pass 7.12 Right to Search 7.13 Associate Cafeteria 7.14 Associate Parking 7.15 Lost & Found 7.16 Smoking 7.17 Illegal Drugs and Substances 7.18 Personal Electronics Usage Conduct 7.19 Visits from Friends and Relatives 7.20 Restrictions on Solicitation 7.21 Gift and Entertainment Policy 7.22 Media / Press 7.23 Notice Board 7.24 Parcels and Packages 7.25 Restricted Hotel Access for Former Associates 7.26 Handling Hotel Assets 7.27 Weapons in the Workplace 7.28 Gambling CHAPTER 8 PROGRESSIVE DISCIPLINARY PROCEDURES / 39 CHAPTER 9 BEHAVIOR AND PERFORMANCE / 49 9.1 Working Attitude 9.2 Sanitation 9.3 Handling Guest Complaints 9.4 Standard of Appearance and Behavior CHAPTER 10 HEALTH AND SAFETY / 52 10.1 Safety Policies 10.2 First Aid Box 10.3 Reporting an Emergency 10.4 Emergencies 10.5 Fire Alarm 10.6 Energy Conservation 10.7 Natural Calamity CHAPTER 11 MARRIOTT KEY POLICIES / 56 11.1 MIP-01 Ethical Conduct 11.2 MIP-05 Harassment & Professional Conduct 11.3 MIP-29 Global Information Security Policy 11.4 MIP-59 Outside Business Activities 11.5 MIP-90 Social Media 11.6 MIP-95 Personal & Social Relationships in the Workplace 11.7 Explore Rate Discount Policy (BEN-21A) (HR-214) 11.8 Marriott BonVoy for Associates 11.9 Business Conduct Guide 11.10 Other Key Policies CHAPTER 12 AMENDMENT AND EXPLANATION / 67
CHAPTER 1 Marriott Culture, History and Brands 05
I MARRIOTT INTERNATIONAL I APEC ASSOCIATE HANDBOOK I MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION I Culture Value Chain “With Marriott’s TakeCare culture, associates are always the heart of our business.” – Bill Marriott 1.1 Culture, Core Values and Guidelines from our Leaders We are proud of the TakeCare legacy left to us by J.W. Sr. and Alice Marriott and the way it has shaped our core values and culture. We Put People First by fulfilling our commitment to associates to deliver Opportunity, Community, and Purpose to them. In turn, associates are inspired to live Marriott’s core values, including putting people first in their daily lives. It is a powerful, self-replenishing dynamic. It is our secret sauce. Engagement in Our Core Values Put People First Pursue Excellence • Embrace Change • Act With Integrity • Serve Our World Inspiration Trust • Loyalty Associate Values Opportunity • Community • Purpose Putting People First means delivering on our promise of Opportunity, Community and Purpose. It is the inspiration behind engagement in our core values. Put People First — "Take care of associates and they will take care of the customers." This is our founder’s philosophy, and it has made Marriott International a great place to work for more than 90 years. Our people first culture has consistently earned us awards and recognition around the globe. Giving associates opportunities to grow and succeed is part of the company’s DNA. Pursue Excellence — Our dedication to the customer shows in everything we do. Marriott’s reputation for superior customer service dates back to J. Willard Marriott’s original goal for his business: “good food and good service at a fair price.” We take pride in the details every day, in every destination worldwide. Embrace Change — Innovation has always been part of the Marriott story. The Marriott family helped shape the modern hospitality industry. We are driven to continually challenge the status quo and anticipate our customers’ changing needs with new brands, new global locations, and new guest experiences. Act with Integrity — How we do business is as important as the business we do. We hold ourselves to uncompromising ethical and legal standards. This extends to our day-to-day business conduct, our employee policies, our supply chain policies, our environmental programs and practices, and our commitment to human rights and social responsibility.
I MARRIOTT INTERNATIONAL I APEC ASSOCIATE HANDBOOK I MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION I Serve Our World — Marriott strives to be a force for good. Our sustainability and social impact platform, Serve 360: Doing Good in Every Direction, guides our path to making a positive and sustainable impact wherever we do business. Guidelines From Our Leaders “Although time, growth and changing workforce move us further from the early days of the Company, we must never stray from the basic principles that have made us successful. That can only be achieved if the people running our system – from myself to you – understand, support and communicate the Marriott management Philosophy and Culture...A Living Tradition of Values and Beliefs.” 1. Challenge your team to do it better and do it often. 2. Take good care of your associates, and they’ll take care of your customers, and they’ll come back. 3. Celebrate your people’s success, not your own. 4. Know what you’re good at and keep improving. 5. Do it and do it now. Err on the side of taking action. 6. Communicate by listening to your customers, associates, and competitors. 7. See and be seen. Get out of your office, walk the talk, make yourself visible and accessible. 8. Success is always in the details. 9. It is more important to hire people with the right qualities than with specific experience. 10. Customer needs may vary, but their bias for quality never does. 11.Always hire people who are smarter than you. 12. View every problem as an opportunity to grow. 1.2 Our History It all began with an A&W root beer stand. Founder J. Willard Marriott and hiswife,Alice,gottheiryoungbusiness off the ground by quenching people’s thirst during Washington D.C.’s hot, muggy summers. Good food and good service at a fair price became a guiding principle for Hot Shoppes restaurants and for Marriott International as it grew. 1927 - 1956
I MARRIOTT INTERNATIONAL I APEC ASSOCIATE HANDBOOK I MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION I 2012 - Now Marriott made a historic shift into the hotel business in 1957. The world’s first motor hotel opened in Arlington, Virginia, under the management of J. Willard Marriott’s son, Bill. Over the next 25 years, Marriott became a diverse global enterprise, and Bill Marriott became a visionary CEO whose leadership transformed the hospitality industry. One company, many brands--that's the innovative model that Marriott began building in the late 1980s. From pioneering the extended-stay business to launching distinctive brands geared toward the business traveler to increasing its presence overseas, Marriott International broke new ground in its quest to become the #1 hospitality company in the world. 2012 Marriott acquires Gaylord Hotels Brand adding five hotels and approximately 2 million square feet of meeting and event space. 2013 Marriott debuts MOXY HOTELS – The new brand is the company’s first entry into the economy tier, three-star hospitality segment in Europe. 2014 Marriott nearly doubles distribution in Africa to more than 23,000 rooms with its acquisition of Protea Hotels’ Brands. 2015 Marriott International acquires Delta Hotels and Resorts® ; Becomes the Largest Full-Service Hotelier in Canada. 1986 - 2011 1957 - 1985
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 2016 Marriott International acquires Starwood Hotels & Resorts, creating the world’s largest hotel company with 5,700+ properties offering more than 1.1 million rooms across 30 brands in over 110 countries. After more than 60 years of leadership, Bill Marriott retired as Executive Chairman, and his son David Marriott is elected Chairman of the Board. Anthony Capuano becomes Chief Executive Officer and President. 1.3 Our Brands Offering the most powerful portfolio in the industry, our 30+ brands and 8,000+ properties across 140 countries and territories give people more ways to connect, experience and expand their world.
I MARRIOTT INTERNATIONAL I APEC ASSOCIATE HANDBOOK I MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION I CHAPTER 2 Your Hotel and Owner 10
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | Four Points by Sheraton Boracay Kick back and relax at Four Points by Sheraton Boracay, a smart, streamlined hotel designed with the traveler in mind. Find serenity in Boracay Island's upscale Station 1 area, located mere steps away from White Beach, renowned for being one of the most beautiful beaches globally. Our 339 rooms and suites have what matters most to you, including comfortable beds, complimentary bottled water and WiFi with hotel amenities like a 24 hr fitness center and outdoor lap pool make it easy to maintain your wellness routine. While relaxing at our hotel, you can enjoy fresh ingredients, authentic cuisine and our signature Best Brews local beers program at our all-day restaurant, Pool Bar and Lobby Bar. About our Owners All Link Hotel and Resorts Group Limited Inc. is a company based in the Philippines, with its head office in Quezon City. Main Office: 38 Atok St. Sto. Domingo, Quezon City
| MARRIOTT INTERNATIONAL | GREATER CHINA HOTEL ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION 12 CHAPTER 3 Equal Opportunity Policy 12
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 3.1 Guarantee of Fair Treatment & Open-Door Policy This policy provides that every associate, regardless of position, is treated with respect and fairness at all times. In keeping with this long-established policy, all persons will be considered for employment on the basis of qualifications without regard to race, color, age, religion, sexual orientation or disability. We recognize that mistakes may be made in spite of our best efforts. We want to correct such mistakes as soon as they happen. The only way we can do this is to know your problems and complaints. No member of management is too busy to hear the suggestions, problems or complaints of any associate. If you have a concern or grievance, this is what you should do: Step 1: Inform your immediate supervisor. During this discussion, feel free to share your honest feelings and concerns. Your supervisor will listen in a friendly, courteous manner because it is his or her desire to understand and help in solving problems that arise in your work. Generally, you and your supervisor will be able to resolve your problem. Step 2: If you do not get your problem resolved with your supervisor, see your manager or department head. He or she will obtain all the facts and work to settle your problem in a fair and equitable manner. If you still are not satisfied, he or she will arrange for you to see your General Manager or Director of Human Resources/Human Resources Manager. Step 3: Your General Manager or Director of Human Resources/Human Resources Manager will confer with you and all others involved to carefully review the facts and circumstances. If, after a thorough discussion of the matter, you still feel the problem has not been resolved to your satisfaction, you may escalate the matter to your Area Direct Human Resources/Market Director Human Resources. Your ADHR/MDHR will objectively review your concerns with your General Manager. If all the above steps have been exhausted, you may contact the Business Integrity Line and file your complaint/concern for further review. 3.2 Business Integrity Line Reach us 24 hours a day, 7 days a week. You do not have to give your name. To make a report online or look up your country/region-specific phone number: ethics.marriott.com or email [email protected]. You are encouraged to provide your name to assist with the investigation of a potential violation. Associates who report a concern are ensured a reasonable degree of confidentiality during the investigation and resolution of a concern. Marriott International strictly prohibits any form of retaliation against anyone who, in good faith, reports a complaint, raises a concern, provides information or otherwise assists in an investigation or proceeding. Action taken to retaliate against anyone that has in any way shared information in this investigation is strictly prohibited. The Company policy will protect anyone who is retaliated against and will take appropriate action against the person/people who engage in retaliatory behavior.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | Our Commitment The reputation of Marriott is built upon the actions each of us takes every day. That's why it's important to understand our legal and ethical responsibilities so that we can make the right decisions when confronted with situations that test our values, our beliefs and our judgement. Always follow the policies in our Business Conduct Guide and speak up if you see or suspect a matter. Share your concerns with your manager or supervisor using the Open-Door Process or, if you don't feel comfortable speaking up in person, contact the Business Integrity Line. All of us who act on behalf of Marriott are responsible for upholding our Tradition of Integrity. Do The Right Thing If you see or suspect any of the following issues or other violations of the Business Conduct Guide, voice up your concerns. Accounting or audit irregularities, fraud Bribery or criminal conduct Conflicts of interest Falsification of company records Sexual harassment or discrimination Theft of cash, goods, services or time 3.3 Associate Engagement Survey Every year, a confidential survey will be conducted. The Associate Engagement Survey is designed to measure how healthy the work environment is from the perspectives of the associates. This allows our associates to provide feedback on reward and compensation, training and development, supervision, recognition, growth and associate facilities. Management will endeavor to provide associates with a satisfying working environment.
CHAPTER 4 Learning and Development 15
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | ONBOARDING& ORIENTATION Marriott has long been recognized as having one of the finest training and development programs in the hospitality industry. Training is an excellent way to maintain our unique culture and philosophies of associate engagement, participative management and customer service. Learning and Development creates personalized learning experiences designedtohelp associates thrive in their Marriott career journey. A onestop-shop for associate development and forward-thinking experiences, we use our creative, developmental and operational expertise to grow the capabilities of our talent. Therefore, we have well-established training systems in every property and have designed training courses for all level of associates. Additionally, we provided various training and education opportunities and encourage associates to participate in work-related training courses. 4.1 Onboarding & Orientation Immediately providing new associates with strong foundational knowledge and skills is key to engaging and retaining talent. This foundation begins with an all-associate onboarding and orientation to ensure new associates are well integrated into Marriott, their hotel and their position. Associates are encouraged to access The Gateway to support their onboarding. The Gateway is a personalized digital resource for new hires and directs associates to resources to learn about the company history, culture and business priorities. Please visit https://dlz.marriott-ld.com/plan to access The Gateway.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | Marriott demonstrates its commitment to integrating and engaging new associates by requiring associates to attend onboarding and orientation that involves HR and their department-specific training activities within a specified time after their hire date. In this process, we will introduce new associates to Marriott’s history, brands, culture, hotel information, service items, policies and regulations, fire safety and work safety and guest service skills. In addition, associates will receive the corresponding brand service culture training for their specific hotel brand within a certain period after their initial onboarding. 4.2 Digital Learning Zone The Digital Learning Zone (DLZ: https://dlz.marriott-ld.com) is a personalized learning platform that serves as a central access point to all Marriott learning content and enables growth and professional development for all associates. The DLZ also offers discipline training programs designed to enhance associates’ technical skills and knowledge for their specific job. When you enter the DLZ for the first time, you will be prompted to fill in your Welcome Mat. It is very important that your Welcome Mat is accurate as this information (job functions, work responsibilities, brands, etc.) is used to personalize your learning journey, including assigning the appropriate required and recommended training. 4.3 Required Training Associates are required to complete various trainings based on their specific position and level which may include globally required compliance trainings, brand/loyalty/systems trainings, and property specific operational training. All required training should be completed within the specified timeframes. Required Global Compliance Training At Marriott, how we do business is as important as the business we do. These compliance trainings reinforce our commitment to a culture of integrity, helping to safeguard our company, associates, and guests from unethical behavior. These trainings are automatically assigned through the Digital Learning Zone (DLZ). New hires are required to complete them within specific timeframes based on their start dates. Other Required Training In addition to the compliance training, associates may see additional training assigned to them on the DLZ such as loyalty, brand, systems and discipline-specific training. Property Specific Training Associates may also be asked to complete other trainings set by the hotel in accordance with the requirements of their job responsibilities.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | CAREER DEVELOPMENT 4.4 Become Program Become is a simple yet total approach to career growth and development designed to help our associates think beyond what job they want to have, to whom they want to become. To bring that approach to life, we’ve put together dedicated tools and resources for both associates and managers globally; managed and franchised. Become is about exploring career growth by reflecting, gaining clarity, and then building skills to meet your goals. Whether you aspire to be a subject matter expert or are seeking a new role, we encourage you to leverage the tools and resources in Become to guide and support you along your learning and growth process. Available digitally, but also useful for face-to-face conversations and team meetings, Become can be accessed through the Digital Learning Zone (DLZ). Please visit https://dlz.marriott-ld.com Become to get more details about Become. 4.5 Leadership Development At Marriott, we believe in the power and importance of leaders at all levels. As a result, Marriott has invested in continuous leadership development opportunities for all levels of the organization – starting with career development via Become so associates can first plan whom they are seeking to become. Marriott’s foundational leadership development program, called En Route, provides associates with the opportunity to develop their leadership skills from early in their career of managing direct reports. Self-led learning resources are also available to strengthen leadership skills when and where associates need them. Please visit https://mgs.marriott.com/ to get more details about En Route and other leadership develop- ment learning opportunities. 4.6 Marriott Development Academy Marriott Development Academy (MDA) is a self-paced learning program and platform that gives associates the opportunity to develop functional, cross-functional and leadership skills. Examples include certificates in sales, reservations, finance, human resources, front office, concierge, and events management. Participants are required to complete 30 credits worth of courses and the recommended duration to complete is 6 to 9 months. Please visit https://www.marriott-ld.com/mda to get more details about MDA. 02
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | Non-management in the past six (6) months Management in the past twelve (12) months 4.7 Transfers and Promotions For reasons of maximizing work productivity and providing development for associates, Management may from time to time arrange associates to transfer to another job within or outside the department. A transfer may also be initiated by the associates by way of a request to their Department Head by completing a Transfer Request Form available at the Human Resources Department. The prerequisites for a successful transfer are a positive work attitude; good work performance in the current position; and a performance rating of P or above in the latest performance review. Such transfer will be effective only if there is a suitable vacancy and it is agreed by both the releasing and receiving departments. It is the Hotel’s policy to encourage promotion from within whenever possible. Promotional opportunities will be offered to associates when associates have demonstrated outstanding performance and are prepared for advancement with proven experience. As an added way to enhance career development, the Hotel may provide cross-property transfer/promotion opportunities for our associates in our sister hotels whenever there are suitable vacancies. To further expand development opportunities, an eligible associate can apply to transfer to other Marriott hotels. Eligibility requirements for a cross-property transfer/promotion are: Minimum tenure in current position: 6 months for Non-management Associates 12 months for Managers 18 months for Executive Committees 24 months for Yellow Band Managers Performance: The associate must have a current satisfactory or above performance rating. The associate cannot have an overall rating of U (or equivalent rating). Job Requirements: The Associate must meet or exceed the minimum job requirements listed in the Job Description Disciplinary Action: The associate must not have received a written warning for the below time frame:
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 4.8 Performance Appraisals It is the policy of the Hotel to review the performance of each eligible associate every year. This review will consider all aspects relating to their job performance. Performance ratings are on a scale of K, SP, P, U (or equivalent ratings): K – Key Contributor SP – Strong Performer P – Solid Performer U – Under Performer The data will serve as a reference in considering associates’ promotion, transfer, training and/or annual salary increment. The associate’s signature on the appraisal report indicates the associate’s acknowledgment of the comments and ratings of them. Management hopes that the associate will take this opportunity to express their views on their own performance and expectations of the job. 4.9 Hotel Organizational Structure The hotel shall be entitled and authorized to decide the organizational structure and placement of the associates within certain duties and titles, including but not limited to promotion, transfer, and demotion. A change in the hotel’s organizational structure and transfer of associates may be conducted for the following purposes: To improve the effectiveness and efficiency of existing working systems Improve the associate’s competence Ensure the right placement of each associate in accordance with their skills and field of duties. The right associate in the right place.
CHAPTER 5 General Terms and Conditions of Employment 21
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 5.1 Talent Acquisition Marriott International is an equal opportunity company committed to hiring a diverse workforce and sustaining an inclusive culture. The company takes hiring seriously and is deeply committed to promoting an environment where talents are selected, inspired, and developed based on meritocracy. 5.2 Onboarding During onboarding, new associates should provide the requested relevant documents to the Human Resources Department to process their new hire paperwork. These documents will be used for dealing with employment procedures, benefits enrolment and other relevant matters. New associates should provide documents concerning benefit enrolment for hotels on the first day of employment. If it is the associate’s personal reason that causes the hotel to not be able to process/submit relevant insurance documents on time, the associate will be obligated to undertake the responsibility. 5.3 Personal Information The applicant/associate should fill in the application form with accurate personal information. Associate Privacy Statement, available as part of the onboarding process, is to give associates information about what personal information the Company collects, uses, transfers and shares, and why. If there is any change in contact address, home address, marital status and/or listed family members, the applicant/associate should inform Human Resources Department to update the information as soon as they are aware. Inadequate data may cause a loss of rights and interests in the future. If the personal information relevant to the Employment Contract provided by the applicant/associate is fake, inauthentic or forged, hotels are entitled to declare the employment contract null and void and take any additional actions toward the applicant/associate per Company policies and procedures. If there is any change in the associate’s personal information, the associate should inform the
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | Human Resources Department immediately to ensure the accuracy of the data record. If the associate fails to notify the hotel in writing of any changes in personal information, the hotel will regard the originally submitted information as valid/current for sending any announcements, notices and/or documents. The associate’s personal information is confidential. Only specified Human Resources associates will have access to this information. The Company takes appropriate measures to protect associates’ personal information that is consistent with applicable privacy and data security regulations to protect confidentiality and security. If you have any questions regarding the storage of your personal information, please contact your hotel’s Human Resources Leader. 5.4 Medical Examination Associates are formally employed only after passing a medical examination by the health and epidemic prevention department appointed by the hotel. The hotel may arrange regular medical examinations for associates. In the event an associate is diagnosed with an infectious disease, the hotel should grant time off work for medical treatment to ensure the safety of all guests and associates. 5.5 Employment Contract Upon hire an employment contract will be signed between the hotel and the associate which will include their job title, commencement date, and other terms and conditions of employment. 5.6 Probation The hotel determines the associate’s probation period according to local regulations. During the probation period, the hotel will review and conduct a comprehensive assessment of the associ ate’s performance and conduct. If the associate’s performance and conduct do not meet the job requirements, the hotel may revoke the employment contract before the expiration of the proba tion period. Associates that pass the probation assessment will be confirmed as formal associ ates. 5.7 Working Hours Working hours may vary based on your specific department/job. All working hours will adhere to local labor legislations and hotel LSOPs. Please refer to your employment contract or your Human Resources Leader for specific information.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 5.8 Overtime The valid work provided by an associate outside of normal working hours is regarded as overtime work if the associate is not in an exempted category provided by the local labor law. The associate’s overtime work should have the Department Head and related management’s approval in advance, or else it is not recognized as overtime work. In addition, the approval and recording of the overtime work should comply with the overtime policy or relevant LSOPs. If the hotel lawfully arranges for an associate to work overtime, the associate should adhere to its arrangement and the hotel will calculate the time based on the associate’s logged attendance time. 5.9 Pay Salary is paid monthly and should be paid by way of bank transfer. The salary attendance period 23rd and 7th of the following month, salary shall be credited on 15th. While 8th and 22nd attendance period the salary shall be credited on EOM. If there are any questions concerning your pay, or how it is calculated, please speak to your supervisor or the Human Resources Department within 30 days after the salary is paid. If associates fail to raise any queries within this time period, it shall be deemed as agreed/correct. Associates who resign must complete all separation procedures before leaving. The payment for their final month should be granted according to the hotels’ relevant policies. 5.10 Salary Adjustment The hotel will consider adjusting associates’ salaries annually based on the business situation, associates’ performance and standard salaries of the local hospitality market. The salary adjustment plan for the year is subject to the hotel’s discretion and will be communicated to associates each year. 5.11 Separation Associates should go through separation procedure according to the Employment Agreement/- Contract and Separation management regulations. Associates under probation should notify the hotel by writing three days in advance. Except for those under probation, either party rescinding the contract (complying with legal conditions) should notify the other party in writing 30 days in advance. If the associate violates labor laws, the hotel can lawfully revoke the agreement/contract and does not need to notify in advance or pay any compensation. An associate should go through the separation procedure on the last day of employment and return all property of the hotel, including, but not limited to, their associate ID card, name Tag, uniforms, associate handbook, the key to their locker and other articles. They should return all documents and applicable training materials of the company as well. Those who fail to return articles and materials may need to pay compensation in accordance with the regulations of the hotel.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 5.12 Termination of Employment Agreement / Contract All terminations, voluntary or involuntary, will be processed according to the Employment Contract, Company policies and/or local labor regulations. 5.13 Employment of Relatives Marriott International is committed to fostering a fair and professional work environment that minimizes the potential for favoritism or conflict of interest in the workplace. To help achieve this goal, the employment of relatives is restricted. For the purposes of this policy, the term “relatives” refers to spouses, parents, grandparents, brothers and sisters, children, grandchildren, in-laws, nephews and nieces, aunts and uncles, cousins, step-relatives, domestic partners and their immediate relatives (parents, siblings, and children), significant others (intimate relationships), and individuals living together on a permanent basis as a family. This policy applies to all associates who are employed at Marriott International or any of its subsidiaries in a full-time or part-time capacity, including internships, regardless of the length of their assignment. In addition, the same policy considerations apply to the use of contingent labor, including independent contractors and temporary agency staff. To the extent that any country, state or local law may conflict with the Global Employment of Relatives Policy, the country, state or local law will supersede this policy. The Global Employment of Relatives Policy prohibits the employment of relatives in positions that: Directly supervise, or are supervised by a relative, or are within two levels above or below on a direct (i.e., “solid-line”) or indirect (“i.e., dotted-line) reporting basis. Directly approve or have a significant influence on decisions affecting the compensation, hours, performance evaluations, career advancement or working conditions of a relative. Certain categories of jobs are prohibited from having relatives working at their location: The top leader at a property or above-property location (General Manager) and Human Resources Leader are not permitted to have a relative work at that location. A corporate senior leader (i.e., CEO Direct Report) is not permitted to have a relative work within the department that they lead. A Corporate Human Resources Associate is not permitted to have a relative work within the corporate client function or department they directly support. Marriott associates who fail to disclose or are not truthful about their workplace relationships may be subject to disciplinary action, up to and including termination. In addition, associates may not circumvent this policy by using a contingent labor firm to employ a relative, where the direct employment of the relative at Marriott would otherwise violate this policy.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | Managers/supervisors who fail to disclose and address inappropriate workplace relationships consistent with this policy may be subject to disciplinary action, up to and including termination. For more information on EMP-23 please visit MGS or Human Resources Leader. Global Employment of Relatives (EMP-23) (HR-063) - MI Standards (marriott.com)
CHAPTER 6 Compensations & Benefits 26
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 6.1 Statutory Holidays Associates are entitled to Statutory Holidays per local labor regulations. All associates are entitled to the following statutory holidays or local government. Please contact your supervisor or your Human Resources Leader for more information. 6.2 Night Differential Allowance Associates working on night shift commencing from 10:00PM to 06:00AM or any hours between that, will be given a night shift differential rate based on the mandate of law and labor advisories. 6.3 Vacation Leave 6.3.1 Associates are entitled to annual leave. Please refer to your Employment Contract, leave policies or your Human Resources Leader for more information. 6.3.2 To apply for annual leave, the Leave Form should be completed and submitted to the Department Head and Human Resource Department for approval prior to taking the annual leave. All necessary documentation must be submitted and approved prior to the annual leave commencement. 6.3.3 At times, due to business requirements, the property may communicate with its associates and place them on annual leave. If the property cannot give annual leave to an associate due to business needs, the property will pay the associate according to local labor laws. 6.4 Sick Leave 6.4.1Associates are entitled to Sick Leave. Please refer to your Employment Contract, leave policies or your Human Resources Leader for more information. 6.4.2 The sick leave shall be used in the current calendar year (from January 1 to December 31). 6.4.3 If an associate needs to take an extended period of leave due to hospitalization, a prolonged illness and/ or an injury that prohibits them from being able to perform their job, please notify your supervisor and Human Resources Leader for additional assistance. 6.4.4 The associate must provide a valid medical certificate and any additional required documentation that specifies the period of time that they should be excused from work. 6.5 Maternity Leave All female associates are entitled to maternity leave of 105 days for Normal or Caesarian delivery with full pay and this may be extended up to 30 days without pay upon approval of the management, while maternity leave for miscarriage is entitle of 60 days with full pay. Solo parents shall be entitled to additional 15 days, while a maximum of 7 days may be transferred to the female associate’s spouse or partner. The female associate must be on Social Security System (SSS) at the time of the delivery/ miscarriage and the Hotel should have paid at least three (3) monthly contributions to the SSS within the twelve-month period immediately prior to the date of childbirth or miscarriage.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | During pregnancy period, the associate may be transferred to another position or department within the Hotel for such periods as deemed necessary. You are required to give notice in writing of the following as soon as you are confirmed pregnant: • Your expected period of maternity leave, and; • Date of return to work. This will allow your supervisor to make necessary adjustments during your pregnancy and delivery. A copy of the child’s registered birth certificate is to be submitted for record purposes. 6.6 Paternity Leave Married male Associates shall be entitled to seven (7) days of paternity leave, with full pay for the first four (4) deliveries of the associate’s lawful wife as provided by law. A copy of the child’s registered birth certificate is to be submitted for record purposes. Availment is based on the Hotel’s existing guidelines. 6.7 Birthday Leave All associates shall be entitled to a one (1) birthday leave with full pay upon completion of their probationary period. The birthday leave can be availed any day of the year. 6.8 Well-being Leave All associates shall be entitled to a one (1) well-being day with full pay upon completion of probationary period. (e.g., Check-up, etc.) Availment of well-being leave is based on the Hotel’s existing guidelines. 6.9 Bereavement Leave 6.9.1 All associates are entitled for bereavement leave following the death of an associate’s immediate family member in order to grieve, attend or to make arrangements. 6.9.2 An immediate family member refers to the associate’s spouse, parent or child, brother or sister. 6.9.3 Associates residing in the province of Malay are entitled for three (3) days leave with full pay, associates residing outside the province of Malay are entitled to five (5) days leave with full pay. 6.9.4 Manila Sales Office: Associates residing within Metro Manila are entitled to three (3) days leave with full pay, associates residing outside Metro Manila are entitled to five (5) days leave with full pay. 6.10 Government Mandated Benefits Associates will receive fortnightly compensation, subject to standard legal deductions such as Social Security, Pag-Ibig, Philhealth and withholding tax. 6.11 Health and Medical Insurance Four Points by Sheraton Boracay in cooperation with the Insurance Company provides for all Associates medication and medical care, including critical illnesses, according to existing policy of the Hotel to ensure your health is properly attended to.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 6.12 Life and Personal Accident Insurance The insurance plan provides financial protection to the associate’s family in the event of accidents or the associate’s death. Actual coverage is based on the existing policy of the Hotel. 6.13Service Charge Service Charge is the money generated from the services given by the associate to the guests and any other customers using the hotel’s facilities. Service Charge distribution is based on the Hotel’s guidelines. 6.14 Work Related Injury or Death The treatment for an associate’s work-related injury or death should be implemented by complying with state and local regulations. 6.15 Duty Meals Associates are provided with free duty meals for each shift in the associate canteen per the hotel’s policies. 6.16 TakeCare Activities The hotel organizes various well-being activities for associates to enhance their physical, emotional and mental health. Associates are encouraged to participate to support their well-be ing and the overall cultural environment for all associates. 6.17 Rewards Any associates with outstanding performance and special contributions to the hotel can be granted material or other rewards based on specific situations. 6.18 Incentive Bonus The hotel may grant an incentive bonus to associates depending on the business performance of the hotel as well as factoring in the individual contribution of the associate. The incentive bonus is discretionary and is not a mandatory bonus. 6.19 Associate Appreciation Week Each year Marriott Marks the anniversary of its founding (May 20th) by setting aside a week to express appreciation to our worldwide family of associates. Building on Marriott’s culture of associate recognition and pride, this special celebration pays tribute to all associates for their dedication, commitment and outstanding service. Associate Appreciation Week provides an opportunity to recognize associates for the service they provide not only to our customers but also to the communities in which we do business. Spirit To Serve Our Communities Day is an integral part of Associate Appreciation Week, giving associates the opportunity to serve their local community with their time and talents.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | Associates are involved in celebrations around the world as Marriott shares appreciation for being “the best of the best” and making a tremendous difference in the lives of guests, associates and others around the world. 6.20 Explore Rate Associates and immediate family members are eligible for Explore Rates and include the associate’s children, partners, parents-in-law, siblings, spouse or domestic partner, and parents of a domestic partner. All other friends and family members are eligible for the Explore Friend Rate. 6.21 Length of Service Recognition Associates who reach a milestone service anniversary (5, 10, 15, 20, 25 years etc.) will receive a certificate, anniversary pin and other items for that milestone. Please consult your Human Resources Leader for details. The length of service certificate does not equate to hotel service years.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 33 CHAPTER 7 Hotel Rules & Regulations
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | Associate identity card and service pin and/or name tag should be returned to the Human Resources Department upon separation. 7.5 Locker Room Associates should keep the locker and dressing room areas clean and tidy. Associates should not add any locks of their own or change lockers without permission from the Human Resources Department. Associates should avoid bringing or keeping valuables in the hotel lockers. The locker should be locked all the time. The hotel is not liable for anything stored in the locker (lost, stolen or damaged). Beverages, food, dangerous and/or flammable materials or any articles of the hotel (except uniforms) should not be stored in the lockers. For routine audits or if there is another legitimate reason, the Human Resources Department and Loss Prevention Department may inspect the lockers at any time. Associates should clean and return the locker to the Human Resources Department upon separation. If the associate fails to do this within one week of separation, The Human Resources Department is entitled to clear the articles in the locker in conjunction with the Loss Prevention Department. 7.6 Uniforms Uniforms are provided by the hotel based on different positions. They are issued to associates by the Uniform Department and need to be signed in and out for use. Uniforms should be regularly changed and washed to maintain proper hygiene and should not be brought or worn outside the hotel without permission. Associates should immediately inform the Uniform department if anything is lost or damaged. If uniforms are lost or damaged, the associate may be liable to pay the costs to repair or replace the lost or damaged uniform. Uniforms should be returned to the Uniform & Laundry room upon separation. 7.7 Clocking In & Out 7.7.1 Each associate should clock in and out. Associates who work two continuous shifts must clock in at the beginning and end of each shift. 7.7.2 Associate must ensure all attendance records are accurately captured, and if there are any issues, the associate should register attendance manually or contact the Human Resources Department for help. 7.7.3 Clocking in and out on behalf of another associate or asking others to clock in and out for oneself is a serious offense. The associate will be subjected to disciplinary action up to and including termination. 7.7.4 The case of failing to clock in and out due to work-related reasons should be confirmed by the department leader’s signature.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 7.7.5 Failure to clock in and out of work will be considered as absent and may be subjected to disciplinary action. 7.7.6 Data from the attendance card will be the main basis for calculating attendance. The Human Resources Department has the right to make final confirmation of the time records. 7.8 Shift Arrangement The schedule/shift roster is planned by the department leader based on employment contract law and the operating status of the hotel and its departments. The associate’s direct supervisor will inform them of the date and time of their shifts. The associate should adhere to the supervisor’s shift arrangement to ensure the normal operation of the hotel. In event that the associate is unable to adhere to the shift arrangement due to valid reasons, they should obtain prior written approval from their supervisor. Altering or refusing to adhere to the shift arrangement without written supervisor approval may lead to disciplinary action. 7.9 Issuing of Hotel Properties Uniforms, work shoes, name cards, associate cards (if provided), lockers and keys distributed by the hotel should be properly used and kept. If lost, the associate will need to pay according to the relevant regulations. If these articles were accidentally lost or damaged, the associate should report to the Human Resources Department and fill in the item in the claim form, pay for the replacement and a new one will be issued. 7.10 Document Request If an associate needs an employment certification letter issued by the hotel, the associate may submit a request in writing to the Human Resources Department. Issuance on an employment verification letter can only be made with approval from Human Resources Department. 7.11 Red Sticker Pass The Exit Card process is a measure to control associates taking hotel property and assets in and out of the property. Without written approval from the associate’s department leader, the associate should not take any hotel property and/or assets out of the property. If there is a business need to remove any hotel property and/or assets, the associate must apply for an Exit Card. The Exit Card should list the associate’s name, all hotel property and/or assets that are being removed from the property as well as the date these items will be returned. The associate must proactively show the Security and/or Loss Prevention Department all documents as well as items upon exiting the property. The Security Department will check the associate’s bags as well as the items being removed and will remove any hotel property that is not properly listed and without an Exit Card. The associate should keep a copy of the Exit Card for their records in case there are questions or concerns at a later date.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 7.12 Right to Search 7.12.1 Lockers: Lockers are used for associates to store their personal belongings and their uniform. Associates should be mindful of what belongings they store in their locker. Items from the hotel are not allowed to be placed in the associate’s locker. The hotel will conduct random checks of the lockers and associates should actively cooperate. 7.12.2 Bags: The associate should proactively open his/her bag when entering and exiting the associate entrance to cooperate with the Loss Prevention team when they carry out routine searches. 7.12.3 Work Area: The work area is part of the hotel and is used to store supplies for associates. To ensure smooth hotel operation and the safety of hotel facilities and associates, the hotel will check work areas including desks and drawers, and the associate should actively cooperate. 7.12.4 Checks mentioned above should be carried out with the presence of at least two authorized persons, regardless of whether the associate is present or not, the authorized person is entitled to search. 7.13 Associate Cafeteria Associates should follow the canteen operating hours. Food should not be taken out of the canteen without written supervisor approval. The associate on duty should clock/record attendance for meals and should not clock/record on behalf of another associate or vice-versa. Associates should take care of the facilities in the canteen and abide by relevant regulations. 7.14 Associate Parking (if applicable) 7.14.1 The Associate who drives a vehicle to work must register with the Loss Prevention Department and the Human Resources Department. Associates must park their car, motorcycle or bicycle in the appointed parking lot and must abide by the Associate Parking Policy of the hotel. 7.14.2 The associate should report to the Loss Prevention Department and the Human Resources Department when they leave the company as their parking record will be removed from the hotel’s record. One week after separation, the hotel has the right to remove the record automatically
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 7.15 Lost & Found Any item found on the hotel premise, regardless of if it belongs to a guest or an associate, should immediately be handed over to the Housekeeping Department or Loss Prevention Department. Failure to report or hand over lost and found items may lead to disciplinary action, up to and including termination. If you lost an item that belongs to you on the hotel premise, please reach out to the Loss Prevention Department for assistance. 7.16 Smoking Smoking is only allowed in designated areas. Failure to follow the guidelines may lead to disciplinary action. Please refer to the hotel’s LSOP for the Smoking Policy. 7.17 Illegal Drugs and Substances The hotel is a drug-free work environment. Therefore, Marriott strictly prohibits associates from possessing, using, selling, purchasing, distributing and/or being under the influence of any controlled or illegal substance/drugs. The use of prescription and over-the-counter drugs, except where such use will not affect the associate’s ability to safely perform the job, is also prohibited. If an associate requires the use of a prohibited drug for any reason, the associate’s supervisor and Human Resources must be notified in writing before starting or resuming work. Marriott International is committed to a provide a protected and safe work environment. Therefore, the Company prohibits associates from possessing, drinking and/or being under the influence of alcohol during working hours. 7.18 Personal Electronic Usage Conduct Associates are not allowed to use personal electronic devices in guest areas to handle non-work-related matters. Failure to follow the guidelines may lead to disciplinary action. If the call is work related, please find a place away from guests and speak quietly. 7.19 Visits from Friends and Relatives Personal visits by friends and relatives are not permitted while the associate is at work. If it is for a valid reason, the associate must have prior written approval from their supervisor and a Human Resources associate, all visitors should register at the associate entrance and cooperate with Loss Prevention Officer’s Check 7.20 Restrictions on Solicitation Solicitation of associates during work time by, or on behalf of, an individual organization, club or society is prohibited, the distribution of any literature, pamphlets or other material in any work area of the hotel or property is likewise prohibited as is the distribution of any literature, pamphlets or other materials by or to associates during working time.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 7.21 Gift and Entertainment Policy Marriott International (“Marriott” or the Company”) requires all officers, directors and associates (“associates”) to know and comply with this Gift & Entertainment Policy with respect to both accepting and giving gifts, and accepting complimentary entertainment, meals, and travel in connection with their business relationships. Although the exchange of modest gifts and tokens of appreciation is an ordinary and acceptable business practice with owners, franchisees, and joint venture partners (together "business partners"), customers, contractors, vendors and suppliers, there are limits that must be observed carefully. The accepting and giving of gifts, or accepting complimentary entertainment, meals or travel that are excessive, lavish or outside the norms prescribed, could compromise the objectivity of an associate, create the appearance of impropriety, or violate the law. Please refer to the Gift & Entertainment Policy (Gift & Entertainment Policy (MIP-75)) on the MGS portal or contact your Human Resources Leader. Failure to comply with this policy may lead to disciplinary actions including/up to termination of employment. 7.22 Media / Press Respecting the privacy of the hotel and guests is our professionalism and our work requirement as well. Any request for press or media comment, information or photographs must be referred to the Director of Marketing Communications and General Manager of the hotel. Press or media comments shall not be carried out unless the hotel receives guidance from the Area Team. This includes social media posts i.e., WeChat Moment posts. You are expected to maintain the confidentiality of the hotel, guests, and hotel stakeholders at all times. Disclosure of hotel confidential information or internal business affairs is a serious misconduct and can lead to disciplinary actions, up to and including termination. 7.23 Notice Board The noticeboards are an important forum to share important hotel information. Associates should read the noticeboards often to ensure they do not miss any important information. Associates should not put up any notices, slogans or letters on the notice board without the written approval of the General Manager and Human Resources Leader. 7.24 Parcels and Packages All parcels/packages brought into the property must be submitted to the Security Check Office for inspection. The security personnel are authorized to open and inspect all the parcels/packages. Any associate taking items out of the property’s premises must show a Exit Card signed by the relevant Department Head and the Manager’s on Duty.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 7.25 Restricted Hotel Access for Former Associates Any associate whose employment has been terminated is not allowed to access the hotel’s premises for a period of 6 months. Any associate who voluntarily resigned and there was no gross misconduct committed during their employment may return to the hotel as a regular guest. 7.26 Handling of Hotel Assets All items existing within the hotel’s premises belong to the Company and are to be maintained by and become the responsibility of the associate to avoid damage or loss under the Company’s applicable rules. These items must be returned to the Company when no longer in use. 7.27 Weapons in the Workplace The possession or use of any weapons and / or firearms in the workplace is strictly prohibited. For detailed guidance, please refer to your Loss Prevention leader and the Company’s Weapons LSOP. 7.28 Gambling Betting, wagering or gambling of any kind on any part of the hotel premises or at a Company event (including off-site) is strictly prohibited.
CHAPTER 8 Progressive Disciplinary Procedures 39
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | PDP The purpose is to communicate to associates the appropriate and expected standard of conduct and behaviors at the workplace address and correct any actions that associates are not following the standards. Progressive Disciplinary Actions Verbal Warning A Verbal Warning will be issued for violation of a disciplinary code in the Minor level for the first time. A discussion takes place between the manager and the associate where they will be informed of the misconduct/misbehavior, verbal warning and advised not to do it again. The warning is valid for 3 months and kept in the associate file. 1 st Written Warning A Written Warning will be issued in any one of the following situations: Violated a new or similar disciplinary code in the Minor level for the second time Violated a disciplinary code in the Major level for the first time A discussion takes place between the manager and the associate where they will be informed of the seriousness of the misconduct/ misbehavior and written warning. The warning is valid for 6 months and kept in the associate file. 2 nd Written Warning A second Written Warning will be issued in any one of the following situations: Violated a new or similar disciplinary code in the Major level for the second time Violated a disciplinary code in the Serious level for the first time Violated a disciplinary code in the Minor level for the third time A discussion takes place between the manager and the associate where they will be informed of the seriousness of the misconduct/ misbehavior and written warning. The warning is valid for 9 months and kept in the associate file. Final Warning A Final Warning will be issued in any one of the following situations: Violated a new or similar disciplinary code in the serious level for the second time. Violated a new or similar disciplinary code in the Major level for the third time Violated a disciplinary code in the Minor level and exceeded the number of times sanctioned in the written warnings A discussion takes place between the manager and the associate where they will be informed of the seriousness of the misconduct / misbehavior and final warning. The warning is valid for 12 months and kept in the associate file.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | Termination Termination is the last and final step in progressive disciplinary actions and can be affected with or without a Suspension Notice. Termination will be determined in any one of the following situations: Violated a disciplinary code in the Very Serious level Any further violation of a disciplinary code regardless of the levels and severity, after the associate received Final Warning and such Final Warning is within the validity period, the Company can terminate the employee’s employment contract immediately. A Disciplinary Action Form (DAF) will be completed for the associate to acknowledge/sign. Refusal to accept/sign the disciplinary action does not make it invalid because a supervisor/ manager will be called in to witness the refusal to accept/sign. Refusal of an associate to sign or initial an Employee Communication form does not invalidate the disciplinary action. In such cases the signature of witness is required. Guiding Principles in Progressive Disciplinary Procedures The administration of the Progressive Disciplinary Actions is guided by the following principles. Suspension is no more than a week but may be extended if the situation warrants for a total of 2 weeks or 14 calendar days or until such time the investigation is completed. If and when an associate conduct/behavior has a serious and adverse effect on the company’s operation and/or threaten the personal safety of other associates or the workplace the company has the right to suspend the associate until the company has completed investigating the matter. Suspension is not to be used as a disciplinary action for issues relating to performance. Investigation must be carried out thoroughly and clearly establish the fact on the associate misconduct/misbehavior, and supported by the relevant information, evidence and witnesses. The associate will be given the opportunity to explain the situation and violation of the standard. Based on the outcome of the investigation the appropriate disciplinary codes and disciplinary action will be determined. The Progressive Disciplinary Actions does not prejudice the company’s right to affect the immediate termination, without suspension, of the employee’s Employment Contract and request for compensation in accordance with the Chinese labor laws if and when the associate violates any disciplinary codes or an act having a very serious effect on personal safety, loss of life, injury, accident, company damage and/or operations, which includes but not limited to the following: Drinking while on duty or come to work after drinking Organize or participate in gambling Use/abuse of illegal drugs and substance Form illegal assembly or gathering Incite/engage in physical fighting Other terminable offences provided by this associate handbook The company is a drug-free working environment therefore strictly prohibits associates from possessing, using, selling, purchasing and distributing or being under the influence of controlled or illegal substance/drugs. The use of prescription and over the counter drugs, except where such use will not affect the associate’s ability to safely perform the job, is also prohibited. If associate requires to use for a reason or be considered the Manager or Human Resources
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | must be notified in writing before start or resume of work. The company is also committed to a protected and safe working environment and therefore prohibits associates from possessing and drinking alcohol or being under the influence of alcohol during the working hours. Coaching and counseling is recommended as a dialogue session for corrective action on performance-related issues. It is an opportunity for the associate to be informed and make improvements within a reasonable time to meet the job requirements, expectations and/or standard. Coaching and counseling may also be used when the associate display unacceptable behavior and attitude on the job and in the workplace. If the associate continues to be incompe tent and fails to meet the performance standard after coaching and/or training provided the company may lead to disciplinary action provided in the Progressive Disciplinary Procedures. Level of Disciplinary Codes Minor Offences (Within the validity period: 1st time: Verbal; 2nd time: 1st Written; 3rd time: 2 nd Written; 4th time: Final; 5th time: Termination) 1.1 Not following the stipulated work/shift hours like arriving late for work and/or leaving early from work without authorization for 2 or more times within a month from the first offence. 1.2 Enter or leave the hotel premises through entrances, for example the hotel lobby door, loading bay, receiving area, etc., other than the associate entrance when reporting and/or finishing work/shift. 1.3 Loiter in the hotel premises and/or restricted areas while not on duty (including weekends and holidays). 1.4 Fail to follow the grooming and appearance standards, for example not wearing name tag, sloppy uniform, unkempt hair, etc. 1.5 Eat in areas/places in the hotel premises not designated for consumption of food and snacks, including chewing gums. 1.6 Use mobile or hotel phone for personal reason during work/shift hours without the supervisor/ manager's approval. 1.7 Fail to follow good and proper hygiene standards, for example spits wantonly, discards rubbish inappropriately, handles food without washing hands, etc. 1.8 Perform overtime work without proper authorization or refusal to perform assigned overtime work without any reasonable cause. 1.9 Violate hotel regulations and policy on utilization of lift, work rules, use of locker room, use of associate cafeteria, use of hotel transportation, etc. 1.10 Fail to report other associate, including managers and supervisors’ misconduct and/or violation of the company policies and standards (including manager and supervisor level). 1.11 Send unsolicited and nuisance emails to the leaders, managers, supervisors and/or other associates regardless if the emails are sent during or after normal work hours and the number of times emails are being sent. 1.12 Employee wears hotel issued uniform outside the hotel premises without the permission of the supervisor/manager.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 1.13 Fail to clock/record in/out when having meals at the employee cafeteria (if applicable). 1.14 Other minor offences not specified on above. Major Offences (Within the validity Period: 1st time: 1st Written; 2nd time: 2nd Written; 3rd time: Final; 4th time: Termination) 2.1 Not following the stipulated work/shift hours like arriving late for work and/or leaving early from work without authorization for 3 or more times cumulatively and within a month from the first offence . 2.2 Fail to obey (i) company job allocation or instruction without proper reason; (ii) job transfer as arranged by the Company in accordance with the local law, employment contract or associate handbook and/or (iii) carry out of his/her normal duties. 2.3 Misuse/abuse the resources and facilities provided by the Company to engage in personal activities during and/or outside of work hours. 2.4 Lose important company property, for example keys, seals/chops, invoices, records and/or checks, etc. 2.5 Refusal to cooperate when requested for inspection to show contents in the locker, package and/or bag. 2.6 Fail to report accidents involving associate and/or guest or complete the report of injury immediately or within 24 hours of the accident, as required. 2.7 Fail to use company property including working tools, for example equipment or machinery, according to the regulations and standards and/or report breakages and damages to the supervisor/manager. 2.8 Provide false information or refusal to report traffic violation when using company vehicles. 2.9 Unauthorized presence at or use of guest events and/or around guest event areas, including guestroom, restaurants, bars, lounges and/or meeting rooms except for a valid reason. 2.10 Keep complimentary items and/or consume food and beverages meant for the guest or left behind by the guest without seeking approval from the supervisor/manager. 2.11 Fraternize with guests during work hours and in the hotel premises. 2.12 Invite visitors, including friends and family members into the hotel, hotel heart of the house and/or use hotel facilities without the supervisor/manager’s prior approval. 2.13 Absent from work or did not report back for work after the expiry of vacation leave, for less than 2 days without seeking approval from the Manager or Human Resources. 2.14 Fail to comply with and complete company required compliance training timely (online/ classroom), for example Anti-Global Corruption Training (FCPA), Information Security & Protection Training (ISPT), Sexual Harassment (if applies), etc. 2.15 Enter restricted areas inside the hotel premises for example DTS/AYS, monitoring center, boiler house, etc. without proper authorization. 2.16 Fail to comply with use of dormitory regulations, including but not limited to inappropriate behaviors, like (i) live in the dormitory without approval, (ii) change the dormitory bed/room, (iii) enter the dormitory of the opposite gender, (iv) damage or removal of dormitory facilities, and/or disturb others taking sleep, etc. 2.17 Fail to supervise and/or provide guidance to the employees on the job and in conducting the operations, as a supervisor/manager, while the business impact is very minor without adverse effect.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 3.4 Fail to follow the local SOP in guest check in/out procedures, guest events booking, including manipulating the guest folio and unable to explain discrepancies in the transactions, invoices and/or procedures. 3.5 Exhibit conduct that conflicts with the interest, brand image and policy of the hotel and company, and/or create nuisance to the guest while on duty, for example - under influence of alcohol and/or drugs, being abusive, enter into abusive argument, etc. 3.6 Remove, use and/or keep fireworks, explosives and other dangerous articles from the hotel without hotel’s prior permission, causing accidents, damages and/or injury to others. 3.7 Enter into a business partnership or start up a company to provide services and products to the hotel without first disclosing to the Human Resources Department and approval from the company. 3.8 Fail to report a flaw or weakness in the work processes and/or systems to the supervisor/manager and instead took advantage of the situation to manipulate/ compromise for personal benefits and gain. 3.9 Fail to provide accurate information, withholding information, and/or non-cooperative during an investigation interview. Found to have breached the non-retaliation and/or confidentiality policy having been informed at the start and end of the investigation interview. 3.10 Using profane, discourteous, abusive, dirty and/or rude language/behavior towards a guest, supervisor, manager and/or to another associate. 3.11 Fabricate and/or spread rumors to maliciously hurt or slander any associates (including manager and supervisor). 3.12 Keep or hide any items belonging to a hotel guest, associate and/or the hotel and not reporting it for any valid reasons and before investigation commenced. 3.13 Supposed to be working but found sleeping/napping on the job or somewhere in the hotel premises. 3.14 Fail or refuse to adhere to hotel’s health and safety regulations/requirements, hygiene standard in preparation of food and beverages and/or maintenance of the kitchen and cooking utensil causing the hotel to fail the government inspection and subject to imposition of penalty and/or suffer claim for damages against Marriott from the guest/associate. 3.15 Failure to report a familial relationship with existing associate in the company and without indicating in the Job Application Form/resume, or recommend relatives to work regardless in a permanent, casual or part-time position informing the supervisor/manager and seeking prior approval from Human Resources. 3.16 Failure to inform supervisor/manager and Human Resources when in a personal relationship with a colleague in a direct manager/ subordinate reporting line or in another department, regardless if there is a conflict of interest or not. 3.17 Insubordination, willful disregard or disrespect toward a supervisor/manager or fail to obey/ perform work as required or assigned. 3.18 Negligent and/or careless in the course of work and/or transaction resulting in loss and/or damage to the properties of the hotel, guest or other associates. 3.19 Other serious offences not specified on above.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | Very Serious Offences (1st time: Termination) 4.1 Drink, gamble, use of illegal drugs/substance, fight, organize unauthorized assembly in the hotel premises and/or instigate/influence associates/guests thus poising a danger/threat to the well-being, safety and/or privacy to the associates/guests. The behavior also causes conflict/ disharmony at the workplace, disruption to the hotel operations, hotel to suffer economic loss or bad brand image and not complying with local laws. 4.2 Irresponsible action, negligent and/or careless in the course of conducting work/transaction and/or violate the technical, operational and/or safety regulations causing litigation/financial losses, damage to the properties of the hotel, guest or other associates, potential risk exposure to the company, and/or accident or risk of the lives of others. 4.3 Fail to perform/observe the material obligations relating to the employment contract, Intellectual Property Rights (IPR) Agreement, Confidentiality Agreement, non-Compete Agreement agreed and signed with the company. This would also include unauthorized disclosure to any third party of any information relating to salaries and/or bonuses. 4.4 Abuse position and/or authority to obtain/solicit special favors, services, benefits and assets, and solicit/demand gratuities, bribes and/or commissions from the hotel customers/ guests/vendors in exchange for preferential treatment, special favors and benefits, and personal gain. 4.5 Offer or accept bribes in any forms, misappropriate company fund or asset, commit theft or fraud, steal or sell company information, steal property belonging to fellow colleague, falsify company documents, including invoices, guest checks, bills, etc. and/or collaborate with external individual/company to defraud/cheat company. 4.6 Issue incorrect/misjudged instruction or direction to the associate in a business/operational transaction and cause the company to suffer serious consequences like financial losses, non-compliance with local law, litigation, ethical reputation, brand image/standards, etc. 4.7 Fabricate, cheat, lie and/or provide false or inaccurate information/document to the company causing damage to the business, brand standards/reputation, ethical conduct, financial loss, guest/vendor relationship, and/or unnecessary risk to lives and potential litigation. 4.8 Absent from work for a continuous period of two (2) days or more OR three (3) days cumulatively within a given year (excluding weekends and public holidays) without approval, not supported by legitimate document and/or without any valid reason, whatsoever. 4.9 Commit any serious offences which has a damaging/penalty effect on the company’s business for example employing an associate without proper and approved work visa, being convicted of a criminal offence in accordance with the local law, violated the public security administrative regulations and/or being impounded by the police. 4.10 Threaten, intimidate, coerce and/or involved inappropriately with anyone (customer/guest/ vendor/associate) connected with the hotel and/or its businesses. 4.11 Possess, conceal and/or attempted sale of any dangerous weapons/ substances while in the hotel premises or outside of the hotel working. 4.12 Falsify and/or destroy hotel records including, but not limited to, financial reports, associate time records, invoices, work schedules, payroll records, employment applications, certificates, guest checks, etc. Provide false or misleading information on transactions and /Or omit material information prior to or during employment. 4.13 Solicit, tout, pimp and/or collaborate with routs and pimps to conduct illegal activities in and outside of the hotel premises. Exploit and engage young children into prostitution and/or illegal activities violating the law and gain benefits from it.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 4.14 Fail to maintain accurate and proper accountability and control of the cash banks and/or receipts. Fail to follow proper witnessing procedures with deposits and cash handling. Excessive or continuous cash shortages or other irregularities are considered irresponsible and unacceptable. 4.15 Organize, engage and/or participate in any clandestine meeting not related to hotel business, work or social activities, illegal assembly, or strike in the hotel premises without prior approval from the hotel. The behaviors including manners, flags, signs, and other provocative means to encourage illegal assembly or interference with the work. 4.16 Concluded in a hotel investigation arising from an Internal Audit and/or Mystery shopper’s report the associate has acted/behaved inappropriately, dishonestly and/or unethically in the guest transactions and while on the job. The consequences will be very serious and may result in disciplinary action up to and including termination, if investigation found the act grossly wrong/unacceptable or similar incidents happened previously. 4.17 Promote and/or sell services, merchandises or donations of other company to employees and/or guests during working hours for personal gains or utilize guest donation for charitable program for personal reason without the approval from the supervisor/manager. Solicit donations or any other forms of money raising initiatives in the hotel premises unless specifically authorized by the company. 4.18 Harass associate (including guest and vendor) and/or others at the workplace and hotel premises, and violated company's policy on Prohibiting Harassment & Unprofessional Conduct. Harassment included sexual, physical, verbal, visual, etc. as stipulated in the policy. 4.19 Accept or engage in a second, alternate or part-time job, work assignment or personal business outside the company while still being employed by the company. Engage in casual labor services assigned to the hotel events through an external agency or a company set up by a fellow colleague to supply casual labor services without the approval of the supervisor/ manager. 4.20 Fail to comply with the Company's policy (MIP-29 Information Security and Confidentiality), (MIP-28 Electronic Communications) and provisions in the associate handbook while on the job with respect to protecting (i.e. not to share) and use of personal EID/Password, handling, storing and disclosing confidential information, and ensuring data privacy of which a violation of any of the requirements in this policy can result in disciplinary action up to and including termination. 4.21 Fail to comply with the Company's policy (MIP-1 Marriott Ethical Conduct) and provisions in the associate handbook while on the job with respect to the understanding and upholding the legal, ethical, integrity and social standards detailed in this Policy and the Business Conduct Guide for managers/Quick Reference Companion for associates, Guideline for Leaders for managers. Every associate must comply with the requirements outlined in these Policies in order for the company to conduct its business in accordance with high ethical standards. 4.22 Fail to comply with the Company's policy (MIP-7 Foreign Corrupt Practices Act and Foreign Economic Boycotts), provisions in the associate handbook while on the job and applicable laws with respect to giving gifts or anything of value to governmental entities, employees or officials which may give rise to Marriott and individual criminal liability.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 4.23 Download, store and/or print excess information/data from MGS onto a personal computer, office computer and/or flash drive without the approval from the supervisor/manager for personal use failing to comply with the Company’s policy MIP – 28 (Electronic Communications). The consequences will be very serious and resulting in disciplinary action up to and including termination if the information is shared and used by a non-Marriott personnel and/or use in another company. 4.24 Others very serious offences not specified on above.
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | CHAPTER 9 Behavior and Performance 49
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 9.1 Working Attitude Smile: a symbol of sincerely welcoming all guests. Associates should always smile. Etiquette: being polite to guests is the basic requirement for an associate to do a great job in the hotel. The associate should be elegant in manners and graceful in conversation. Honesty: an important quality expected of an associate. Anything picked up in the hotel should be immediately submitted to the Loss Prevention Department or Housekeeping Department. Anything picked up in the associate area should be immediately submitted to Loss Prevention Department or Human Resources Department. Punctuality: the associate should strictly abide by and develop a habit of punctuality. Neatness: a reflection of the associate’s personality. The associate should keep their personal appearance neat, as well as neatness of uniforms, tools and work areas. Responsibility: the associate should be dedicated to their duty, accomplish assigned tasks, protect the property of the hotel and be connected to the hotel to feel that they are a part of the Marriott Family. Obedience: the associate should obey instructions and assignments from their supervisor and try their best to do a good job. Efficiency: the associate should work diligently and be committed and devoted to work and ensure efficiency 9.2 Sanitation Protecting the environment and public sanitation is the responsibility of every associate. Associates should not litter, spit or damage any area of the hotel or Marriott property. 9.3 Handling Guest Complaints If there is a guest complaint, please be patient and listen to the guest without interrupting. Take a written record of the complaint so that it can be handled and logged appropriately. Assure the guest that you will tend to the matter and take any remedial actions necessary. The associate should escalate the matter to their supervisor if the matter is beyond their scope of responsibility so the matter can be dealt with appropriately and in a timely manner. Practice LEARN L: Listen E: Empathize A: Apologize R: React N: Notify LEARN
| MARRIOTT INTERNATIONAL | APEC ASSOCIATE HANDBOOK | MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION | 9.4 Standard of Appearance and Behavior Associates are required to abide by the standard of appearance and behavior guidelines to ensure we are providing the best experience for the guest. Appearance Your appearance represents yourself as well as the hotel and Company. Associates must ensure they have a clean and well-kept appearance and abide by the hotel’s requirements at all times. Uniforms Dress in accordance with the requirement of the hotel Uniforms should fit properly, be clean and pressed Jackets/vests/shirts should be buttoned If a uniform is worn with a tie and a coat, it must be worn neatly Name Tag The name tag should be clean without scratches and should be worn on the upper left corner of the uniform. Besides the name tag, only the hotel’s brand pin is allowed to be worn. Hair Style and Appearance Associates should always follow the hotel’s Standard of Grooming Guide. Posture Posture is important for both appearance and health. Looking listless and leaning sideways will damage the guest’s experience. When standing or walking, the associate should have both hands by the side naturally. Mannerism It is important to have professional and respectful manners while at work. Be Polite Take the initiative to greet guests and associates Only use professional and respectful language with all If you know the name of the guest, call them by their name Speak a language that guests can understand Knock on the door before entering the guest area Implement “Last in First Out” methodology when using the elevator and take the initiative to open the door for others Thank you Welcome Smile Often Smile to welcome all guests Stay cheerful and happy Morning Sorry Thank you Please Morning Please Morning Thank you Welcome Thank you Know the guests' needs Politely ask guests questions Provide best quality service Welcome See you Sorry Morning See you See you Please Thank you