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Published by james.coombe, 2018-12-21 07:21:40

Employment Handbook 2019 Final.

Employment Handbook 2019 Final.



Room to have a great start


This Colleague Handbook is an overview of IHG philosophy and expectations.
It summarises several HR policies and procedures with the UK Centrally
Managed Hotels (CMH) operations.

The Company has issued this handbook as a source of guidance for its
Colleagues, in relation to human resources occurences and events of
common practice.

This handbook is not intended to, nor does it constitute a contract of
employment or a promise or guarantee of the benefits or policies stated in it.
This handbook is intended only to be a general guide to the policies and
procedures that govern employment by the Hotel.

Furthermore, some of the Company’s policies and procedures may be
supplemented or modified in accordance with applicable local law. All
Colleagues are expected to review and abide by the policies and procedures
contained in this handbook.

Although every effort has been made to make this handbook as
comprehensive as possible, it cannot be exhaustive.

The Company reserves the right to alter, change, add, delete or eliminate
policies and procedures at any time with or without notice. Continued
employment with the company constitutes acceptance of such changes.

The Company remains final authority as to the proper interpretation and
application provisions of any of its policies or procedures.

If you have any questions about the information in this handbook, policies or
procedures, or any related issues, please contact your HR representative.


Room to have a great start

Room to be 01 Room to have a 02
yourself great start

Room 03 Room to be 04
for You involved

Room to 05 06Guidance &
Resource Centre

Thank you for choosing IHG. I hope you enjoy make our commitment come to life, we make

your time with us, where you’ll be able to four promises for the way we look after our

grow and achieve your career goals. people around the world:

I would also like to wish you every success Room to have a great start - You will be
during your employment with us, whether you treated with respect and we will take a
have recently joined IHG or you’re an existing genuine interest in ensuring you have
colleague. This myColleague Handbook is everything you need to get started in the right
designed to introduce you to IHG and to be of way.
continuing support to you during your career
with us. Together with your offer letter and Room to be involved - You will have the
your contract of employment, this Handbook opportunity to work with great teams, know
sets out further information in relation to your what is going on and make a real difference in
terms and conditions, and provides guidance your place of work.
on some of the main rewards and benefits you
may want to take advantage of. It also lets you Room to grow - You will be supported and
know where to find the main policies and given opportunities to develop yourself and
procedures that cover your employment with pursue a rewarding career.
us and outlines the high standards of conduct
we expect of you. Room for you - You will be rewarded and
recognised for your contributions and we will
We want IHG to be the best Hotel company for value the significance of your life beyond
our people, our guests, our owners and our work.
communities. It’s deliberate that we’ve put our
people first, because we can’t do it without So I hope you’ll embrace our promises and
you. demonstrate our Winning Ways every day of
your career with us.
Becoming one of the best companies in the
world and delivering our core purpose of I look forward to working with you.
‘Great Hotels, Guests Love’ requires attracting
and keeping the very best people. That is why
IHG has made a commitment to give all of our
people ‘Room to be Yourself.’ In order to

for everyone

At IHG, our purpose is to create Great Hotels Guests Love by delivering True Hospitality for everyone.

True Hospitality
True hospitality is making everyone feel welcome and cared for, whoever and wherever they are. It means
understanding guests’ needs, and acting on them. It’s more that a friendly hello – it’s the special attention that
follows, and the smile that changes their day. We’re always about people, not just beds.

Who we serve
Across our portfolio of brands we welcome guests for all occasions, and equally value our relationships with out
employees, hotel owners, investors and business partners.

Where we play
IHG is one of the world’s leading hotel companies, serving millions of customers every year. At the end of 2016 we
had over 5,100 hotels in more than 100 countries – with 1,470 hotels opening soon.

Points of difference
IHG is a global hospitality company with 12 leading differentiated brands underpinned by the industry’s first and
largest loyalty program, excellent operations and deep commitment to our customers, owners and colleagues.
• The right portfolio of hotel brands, including global icons, luxury leaders, innovative concepts and design-led

• Corporate and social responsibility, which we bring to life through our culture and in all aspects of the way

we work. This commitment engenders pride amongst our colleagues and owners, and builds trust with local
communities and our guests. We strive to have a positive impact on the lives of everyone we interact with.
• IHG Rewards Club, the worlds largest hotel loyalty program, which gives members unparalleled choice and
• Best-in-class systems and technology, including the industry’s leading Sales and Revenue Management and
optimized booking channels that give guests the flexibility to book anytime, anywhere, while driving
continuous demand.
• Superior guest insights that help us stay ahead of both customer expectation and our competition.
• People first, which means fostering an award-winning respectful culture, building genuine and profitable
partnerships with owners, and enriching the communities in which we live and work.

We’re reassuring and professional, passionate about providing exceptional service and experiences that earn and
reinforce trust. We’re sociable and warm, embracing every opportunity to connect with our guests, owners and
each other. And we’re bold, which inspires us as we build upon our proud history of firsts in hospitality.

And the winner is…

Every year IHG, our brands and our people win hundreds of awards around the world. We're
very proud of each of them. Below is a sample of the awards we have won.

Room to be yourself

Our Promise to You

Room to be yourself

In order to deliver our commitment to give our Colleagues Room to be yourself we
make four promises. These promises set standards for the way in which we look
after all our people across the world.

We understand that creating an environment where people can be themselves
and give their best means treating everyone as individuals and recognising what
they do. It is our commitment that everyone will have room to be yourself.

Our Employer Brand

Room to be yourself

Our primary competitive advantage is great service delivered by our people –
that’s why people come first at IHG. We create the environment where people can
bring their passion and personality to work because we know people perform at
their best when they can be themselves and feel valued. This creates a unique and
distinctive culture within our Hotel and corporate teams that attracts the best
people and ensure we develop and retain them. Our Employer Brand is
consistently delivered by our leaders at all levels of the business.

Winning Ways

Room to be youWrseilfnning Ways

Our 350,000 Colleagues are at the heart of IHG®’s success. Together we develop
and enhance our portfolio of preferred brands and deliver great guest experiences
every day, all around the world. We remain focused on creating an environment to
encourage and equip our people to make a difference, and on developing the
talent, capability and culture needed to win.

Our Winning Ways are the guiding principles of our unique culture. Based on the
core values we hold important to ourselves and our guests, they shape everyday
behaviour at IHG.

Winning Metrics

Managed HotelWs inning Ways

Our Ambition is to be the # 1 hotel company for guests, owners and colleagues. To
help us achieve that goal we have established the Winning Metrics with hotel
specific targets.

This section provides you with an overview of the 10 metrics and how they are

We also have the Winning Metrics Playbook which provides further detail on the
tools and best practices for each metric.

Loyalty Recognition

What is this metric? How is it calculated?

Objective: Build guest loyalty by Must achieve a ‘yes’ answer to one of

recognising all IHG Rewards Members. the two questions below:

• Were you greeted as an IHG

Why Track It? IHGRC Members are Rewards Club/Ambassador

more likely to book direct and return member at check-in?

which improves hotel profitability.

Recognition also drives guest

satisfaction as members who are

recognised rate hotels 36% high than

those who are not.

Loyalty Enrolment

What is this metric? How is it calculated?

Objective: Increase the loyalty • The total number of qualified
customer base by enrolling new enrolments with valid emails
members to IHG Rewards Club.
• A Qualified Enrolment has to be:

- less than 24 hours before check in

Why Track It? IHG Rewards Club - prior to check out
members are more likely to book
- attached to the stay

direct and return which improves - not duplicated in the system
hotel profitability. Team members • A Valid Email:

receive 500 points for every qualified - can receive emails

enrolment with a valid email address. - is verified by a 3rd party validator

- is not already in the system

Guest Love

What is this metric? How is it calculated?

Objective: Create great hotels guests • Percentage of respondents scoring
love by providing True hospitality, an 8,9 or 10 for the question on the
which we define as delivering great HeartBeat survey ‘How would you
guest experiences. We measure this rate your overall experience?’
through the guest HeartBeat survey.

Why Track It? Guest love helps us • Completed HeartBeat surveys are
understand our guests’ intent to return calculated in the month the survey
to our hotels. Scores of 8 and above was completed, not in the month
result in a guest’s intent to return of the guest stayed.

85% whilst scores of 6 or less result in

a guest’s intent to return of 20%


What is this metric? How is it calculated?

• RGI stands for: Revenue
Objective: To outperform the Generation Index. RGI compares
competition and achieve above share your hotel's RevPar to the average
for rooms revenue in the market that RevPar in the market. It is used to
you operate in. determine whether a hotel is
gaining a fair share of revenue
Why Track It? Enhancing the RGI compared to its compset. Formula:
maximises hotel profitability. The RGI = your hotel's REVPAR / hotel
index figure illustrates how a hotel’s market REVPAR
RevPar figures are performing in
comparison to their competitive set.


What is this metric? How is it calculated?

Objective: Ensure consistency across • Hotels must achieve 85% in the
all IHG hotels in order to deliver a following categories:
great guest experience in line with • Strategic priority standards
what the guest has come to expect • Major brand standards
every time they stay in one of our • Important brand standards
hotels. • Condition
• Cleanliness
Why Track It? The Quality360
programme helps to deliver consistent • Hotels must achieve 100% in Brand
guest experience, increase intent to safety
return and builds brand preference
and loyalty

Colleague HeartBeat

What is this metric? How is it calculated?

Objective: Build a highly engaged • The metric calculates the
team, that live our Winning Ways and percentage of the team that is
bring our brands to life for our guests. engaged according to the Colleague
HeartBeat survey.

Why Track It? An engaged team is • An engaged team member will
where long term success starts for agree or strongly agree to the
hotels. Colleagues that love their jobs majority of the 6 questions the
are key to delivering great service index is based on.
which in turn drives return stays and

Total Revenue

What is this metric? How is it calculated?

Objective: Achieve total revenue • Total revenue across the whole
targets that deliver great returns for hotel operation combined
our owners and stakeholders including rooms, F&B and M&E.

Why Track It? To track our
performance against target to ensure
the return for owners and stakeholders
are in line with targets.

Carbon Reduction

What is this metric? How is it calculated?

Objective: Protect the environment by • Hotels must achieve a specific
target in carbon emissions per
reducing carbon emissions at your occupied room (POR).

hotel, thereby improving • The target is adjusted if the
hotel has implemented Green
environmental sustainability, reducing Engage solution E-9-5 or not

utility costs and improving guest • Hotel specific targets are set via
a bottom up method, which
experience means that when put together
they will exceed group roll up
Why Track It? By reducing Carbon targets.
usage this will have a positive impact
return for Owners.


What is this metric? How is it calculated?

Objective: Achieve profit targets that • The target looks at “GOP/(Total
deliver great returns for our owners
and stakeholders . Revenue excluding

Why Track It? This is the most Reimbursable Revenue)*100”
important short metric from an owner
and IHG point of view. and is shown in report as %

points variance to budget

• Period measured: Year to Date

• Hotels budgets are produced

regionally by the relevant

finance team


What is this metric? How is it calculated?

Objective: Maximise rooms revenue • Hotel is measured against an
generated through making best use of • individual hotel budget i.e. ‘Actual
all available room inventory in your RevPAR – Budget RevPAR’
property Shown in report as % points
variance to budget
Why Track It? It provides view of a • Period measured: Year to Date
how a hotel is filling its rooms, as well
as how much it is able to charge.

Winning Metrics Communication Channels

Our streamlined communication approach, offers dedicated hotel channels with
a defined purpose for each.

Quarterly Ops Updates Hotel Bulletin Merlin Newsroom Ops Excellence

A quarterly conference call A once-a-week email sent The Merlin Newsroom The Ops Excellence
with our cross-brand on Tuesdays focused on features the latest news Microsite features news,
Europe General Manager “for-action” from across the business information and best
community, covering: communications including: and is a great source of practice with a strong
company information. focus on stories coming
• Regional and local • New program launches directly from our hotels.
performance on the
Winning Metrics • Marketing and Training
• Europe Operations
news and ways of

• New program

About our brands


Great Hotels Guests Love. We have 15 brands in our family, spanning 5,000 Hotels
in nearly 100 territories and countries.
We develop our brands to respond to guests' needs. From heritage Holiday Inn,
which Kemmons Wilson opened after being unable to find an affordable,
comfortable Hotel for the family, to our newest addition, HUALUXE Hotels and
Resorts®, the first premium international Hotel brand designed specifically for
Chinese consumers.

InterContinental® Hotels & Resorts

At InterContinental® Hotels & Resorts we believe international travel should
always be alluring. We are dedicated to those who appreciate and enjoy The
InterContinental Life – the glamour and exhilaration of fascinating places, mixed
with our international know-how and local cultural wisdom.

Kimpton® Hotels & Restaurants

As the industry pioneer that first introduced the boutique concept to the US, we at
Kimpton® Hotels & Restaurants are renowned for making travellers feel genuinely
cared for through thoughtful perks and amenities, inventive meetings and events,
bold and playful design, and a sincerely personal style of guest service.

Regent® Hotels and Resorts

Guests have made grand entrances through the doors of our Regent hotels for
nearly half a century, their finest moments part of our past. Born in 1970, our
collection of modern hotels and resorts are home to stays both serene and
sensational. The type of experiences that spark stories and charm even the most
seasoned of travellers.

More than a collection of places on a map of must-see destinations, consider our
hotels a gateway to inspiring spaces found high above an urban streetscape,
alongside thousands of years of culture, or at the feet of softly lapping waves. An
invitation to life’s most scenic moments.

voco ™

Drawing on our years of experience in delivering True Hospitality, voco Hotels,
gives people a different choice. Hotels that are reliable enough to depend on, but
different enough to be fun.

Our new family of hotels are connected by their individual characters, that make
memorable travel dependable. Unstuffy hotels, where people feel comfortable to
relax, and just get on with relaxing. Hotels that stand out from the crowd.

HUALUXE® Hotels and Resorts

We have woven into every detail of the luxury brand's service and design an
acknowledgement of Chinese culture and heritage, with particular emphasis on
the Chinese values of etiquette, rejuvenation in nature, recognition of status and
enabling spaces.

Crowne Plaza® Hotels & Resorts

At Crowne Plaza® Hotels & Resorts we believe business travel should work
better.In every market in the world, business has changed, and so has work. It’s
more digital, more flexible, more mobile, more connected. As one of the world's
largest upscale brands, we have properties located in major urban centres,
gateway cities and resort destinations all around the globe.

Hotel Indigo®

At Hotel Indigo® we serve the curious – people who are inspired by new places,
new people and new ideas. As soon as you walk through our doors you’ll discover
a stylish and vibrant boutique Hotel and with Hotels in culturally diverse locations
all over the world, no two properties are the same. Each draws on the story of its
local area to inspire every aspect of the Hotel, from intriguing design to distinctive
local ingredients in our menus.

EVEN® Hotels

At EVEN® Hotels we provide a strong lifestyle offering for travellers seeking more
options to stay healthier and happier away from home. Our Hotels and wellness-
savvy Colleagues offer guests a best-in-class fitness experience, healthier food
choices and natural, relaxing spaces. Beyond our Hotels we support the needs of
travellers through, a go-to source for healthier, happier travel.

Holiday Inn® Hotels

At Holiday Inn® we believe the joy of travel is for everyone. We pride ourselves on
delivering an affordable, enjoyable Hotel experience where guests are always
welcomed warmly.
We opened the doors of our first Hotel in 1952, and today the Holiday Inn Brand
Family is the largest Hotel brand in the world, with the largest development

Holiday Inn Express® Hotels

At Holiday Inn Express® Hotels we keep it simple and smart. As IHG's fastest
growing Hotel brand, we’re first choice for the increasing number of travellers who
need a simple, engaging place to rest, recharge and get a little work done. We
offer everything guests need and provide more where it matters most.

Holiday Inn Resort®

At Holiday Inn Resort® we want all families to experience the joy of great holidays
together. In some of the world’s most desirable locations; on the beach, by the
theme park, next to the golf course, our resorts offer a wide variety of activities
and comforts from kids’ clubs and signature swimming pools, to informal
restaurants and quiet fireside lounges.

Holiday Inn Club Vacations®

Our Holiday Inn Club Vacations® owners are part of a community of people who
understand the importance of family and investing in a lifetime of invaluable

Staybridge Suites®

As an extended stay brand, we at Staybridge Suites® Hotels make sure every space
features a sense of community, comfort and convenience, so guests can feel at
home while on the road.

Candlewood Suites®

At Candlewood Suites® Hotels we offer a more casual kind of longer stay, where
you’ll always feel at home, at your best and really productive while on the road.


Welcome to the future of everyday travel. Meet avid™ hotels. We’re passionate
about a great night’s sleep. Determined to provide clean, comfortable stays for all.
And focused on finding the perfect balance between quality and price.

IHG Rewards Club®

IHG® Rewards Club members experience travel the way it should be—personal,
simple and rewarding. Our members earn points with ease and can redeem them
for the things they want most. They also have the flexibility to share member
benefits with family and friends.
Earning points is simple. Redeeming points is rewarding. Members can browse
our redemption catalogue for fun extras, stay connected across the globe with
complimentary Internet, treat themselves with flights and hotel stays, and find
little surprises along the way. When they book direct with us, members also save
time and money, and earn points for their stays.

Room to have a
great start

Getting the most from your
myColleague Handbook

Room to have a great start

To be the best Hotel company for our people, our guests, our owners and our
communities we need IHG to be a great place to work, so you can develop your
skills and use your talents to make a real difference to our guests and our business.
This myColleague Handbook along with our people policies and your Statement of
Main Terms and Conditions (which may also be referred to as your contract of
employment) is your essential guide to being part of IHG.
From time to time it might be necessary for us to change some of the details
contained in this Handbook to reflect changes in company policy or to comply with
new legislation. So it’s important you always refer to the most current and up to
date policies and Handbook. You’ll find these on Merlin > Our People > Resource

Getting the most from your
myColleague Handbook

Room to have a great start

When any group of people work together there must be certain agreed
guidelines of conduct so that the business can operate as smoothly as possible.

The rules and information set out in this handbook have been drawn up to ensure
the smooth running of our Hotels. They form part of the conditions under which
you are employed and as long as you are working with the Company you must
abide by them. If you ignore or break the rules, you may endanger those with
whom you work, or cause ill feeling and loss of efficiency both within your
department and/or Hotel.

If you have any difficulty in understanding any section of this handbook, please
see your Line Manager or contact your HR representative.

The notice boards in your Hotel will also display other statutory notices,
publications and company news. Keep yourself up to date by reading these

You can find information on our People Policies and information
about health, safety and wellbeing on Merlin > Our People >
Resource Centre

You can also contact the ask?myHR team on 0800 026 0642 for
any information on our HR policies or processes.

Your terms and conditions

Room to have a great start

Contractual and Non Contractual

Within this section you will find some of the content marked as contractual, this
means this point is intrinsically linked to your contract of employment and is as
such forms part of the terms and condition of your employment. Items not
marked contractual can be varied or removed without consultation.

My job and work location

Your job title and work location are detailed on your contract of employment.
We may from time to time second you to work of a similar nature or make
reasonable changes to your duties, job title and or responsibilities. You may also
be required to transfer or be seconded to other locations within reasonable
travelling distance of your normal place of work to meet the needs of the
business. We will also discuss any changes of this nature with you first.

What hours will I work? (contractual)

You Manager will inform of the number of hours and on which days you will be
required to work which will also be displayed on your department schedule.
Since the Hotel industry is a 24 hour 7 days-a-week service, this schedule may
show shift work and duties on Saturdays, Sundays and Customary Public

From time to time it may become necessary for you to work overtime or work on
one of your rest days. We are sure that you will be prepared to help us should
this need arise. Your Line Manager or another Manager must give you
permission to work any overtime; payment for which is paid in line with your
normal contractual rate.

Working time and breaks (contractual)

Adult workers will be entitled to receive compensatory unpaid rest breaks
totaling not less than 20 minutes, if their daily working time exceeds six hours,
to be taken at times to be agreed by each department Supervisor/Line

How do I get paid? (contractual)

Payment will be made to your selected bank account by the 28th of the month
by BACS transfer. On the same day as payment is made, you will be able to
access your online pay-slip showing your gross salary and statutory deductions.
When starting employment, please make sure that you complete your
onboarding tasks in Workday (our HR database) where you will need to enter
your bank details. Where applicable please complete a HMRC new starter
checklist or provide us with your P45 which will be sent to the Payroll
Department. It is your responsibility to maintain your personal details,
including bank details on Workday at all times.

Holiday Entitlement and Pay (contractual)

Your contract of employment will confirm the amount of paid holiday leave you
are entitled to each year. This will be prorated for Colleagues who are
contracted for less than 5 days per week and contracted less than 39 hours per
week. Holiday entitlement for the year of joining and leaving the Company will
be prorated to reflect your service in the relevant year.

All holiday requests are to be submitted in Workday and require Line Manager
approval before the leave being taken. Please be reminded that annual leave is
booked and approved on a first come first served basis.

The holiday year runs from January 1st to December 31st, your holiday
entitlement is detailed in your contract of employment.

Holiday Entitlement and Pay (contractual) continued

All holidays earned in the current year must be taken by the 31st December. By
prior agreement with your Manager you may carry forward up to five days of
annual leave. Any leave carried forward must be taken by the end of the first
quarter of the following year. No payment in lieu will be made for any holidays
not taken.

All holiday arrangements are subject to the approval of your Manager. All
holidays must be applied for in Workday for approval, prior to the annual leave
being taken.

You will normally be allowed to take paid holidays based on holiday accrued
from 1st January to the date of commencement of your holiday, plus if
necessary, one week’s holiday pay in advance. If you then leave, any
overpayment will be adjusted in your final wages.

The length of any one period of holiday is not (without the consent of your
Manager) to exceed 10 working days. The Company has the right to ask its
Colleagues to take a maximum of 5 days’ holiday during quiet periods,
although it must be stressed that this is very rare and ample notice will be

In certain circumstances, additional authorised extended holiday may be
granted as unpaid leave of absence but this can only be done with the prior
approval of the General Manager.

What if someone else asks for the same holiday time?

Your Line Manager will decide who has priority, this decision will be based on
when the request is made and the needs of the business.

What happens to my holiday entitlement if I leave?

On leaving you will be entitled to any outstanding holiday pay accrued since
the start of the current holiday year or since your date of starting, whichever is
later. You may forfeit your entitlement to accrued holiday pay if you are
dismissed or do not give the appropriate amount of notice.

Public and bank holidays (contractual)

No Bank Holiday will be recognised automatically by the company.

Anyone wishing to take Bank Holidays as days off who would normally work that
day of the week will need to request a days holiday.

Additional payments for working Christmas Day, Boxing Day, New Year's Eve and
New Year's Day may be offered.

Should your role not be required in the business on a Bank Holiday and you do
not request holiday then you could be asked to work in another department.

Time off for a religious holiday

You may request time off from work in order to respect a requirement of your
faith/religion. Wherever possible, and subject to business requirements, the
Company will arrange your working week so that the time can be taken.

You may use your holiday entitlement or may request unpaid time off for this

Colleague consultations

Should it be necessary to change any of your terms and conditions of
employment, this will be done in consultation with you and after reasonable

Right to search

The Company reserves the right to conduct personal and property searches.
Colleagues while entering, leaving or whilst inside the Hotel grounds, may, at any
time, be subject to a full search of their pockets, coat, bag, locker or vehicle or
any other property belonging to or accompanying them by management subject
to the procedures included in the UK & Ireland Right to Search Policy. This right
will not be exercised unreasonably or without careful consideration.


If you lose a personal possession you must promptly report it to management.
Unfortunately, Colleagues are reminded that the Company cannot accept liability
under any circumstances for the loss of cash or any other personal belongings.
Use of Hotel car park is at the vehicle owner’s risk where applicable.

Colleagues noticeboards

Noticeboards are provided to keep you up to date with what is going on in
the Company. We would urge you to read them regularly.

Smoking on duty

As an absolute rule, smoking, including the use of e-cigarettes is not
permitted in any area of the Hotel except the designated smoking area.
Please note that failure to comply with our rules on premises is a serious
Disciplinary offence and may lead to dismissal.

Termination of employment (contractual)

We hope that all Colleagues who join the Company will stay with us, but
should you decide to leave, you must give notice as stated in your contract.
During the first 3 months of your employment, either you or the Company
may terminate your contract by giving 1 weeks notice. Thereafter, the
necessary regular notice period is as detailed in your contract of employment.
Upon termination of employment, you are not permitted to use any of the
company's benefits

Attendance at Work

Room to have a great start

What if I am unable to work?

If you are absent from work due to sickness, illness, injury or any other reason
you must notify your Manager on your first day of absence ideally at least 2
hours before the start of your shift. We operate an attendance at work policy
which contains details of our trigger point system which is available on Merlin
or via your Line Manager or HR team.

Ill Health Capability Policy

The Company is committed to implementing a fair and effective policy and
practice, which will enable the return to work for Colleagues who have been
absent due to long term sickness. Long term sickness will be considered by the
Company to be anything in excess of one month, or alternatively where an
employee has been absent intermittently due to illness on a number of
occasions for the same reason.

The Ill Health Capability Policy is available on Merlin or via the HR Team.

Other Time Off

Room to have a great start

Family Friendly Leave

Please see your Line Manager or HR Team for our Family Friendly Policy
containing up to date information and entitlements.

Unpaid time off

You may request time off from work without pay. Each request for unpaid time
off will be considered on its own merits depending on the business and
individual requirements.

Jury Service

Unpaid time off will normally be granted to all Colleagues who are summoned to
attend jury service. The employment contract will continue in the normal way.

Reserve forces - training

An employee who is a member of the reserve forces should be allowed to take
additional unpaid time off, of up to two weeks during a calendar year for
associated training, regardless of their holiday entitlement. No automatic right is
given to an employee who is a member of the reserve forces to have a specified
pattern of work.

Reserve forces - call-out

The Reserve Forces (Safeguard of Employment) Act 1985 requires an employer
to re-engage an employee who has completed a defined period of reserve forces
duty. The HR team will discuss this with each employee on an individual basis in
the event of a call-out of an employee for a prolonged period, so as to determine
what contractual arrangements are appropriate.

Colleagues joining the Territorial Army Volunteer Force (TA) will be required to
take annual leave for TA exercises. All requests for leave to perform public duties
will be considered on an individual basis and in line with business requirements.

Other important

Room to have a great start

Hotel Access

Team member must enter the Hotel property through the designated
colleague entrance at all times. To offer optimum services to our guests, Hotel
Colleagues are asked not to use the guests facilities at our Hotel, including
guest entrances, elevators and restrooms. Additionally, it is only under certain
circumstances that Colleagues are allowed to use guest facilities.
Unauthorised entrance into a guest room, whether occupied or vacant, may
result in immediate termination.

Use of telephones or mobile phones

Emergency calls aside, it is company policy that Colleagues refrain from
receiving or making outside calls during working hours. In genuine
emergencies , people may leave a message for you by calling the reception.
Mobile phones should be left in lockers and should NOT be used during
working hours (unless authorised)

Personal presentation standards

First impressions really do count. After all, how you look is what guests will
remember, so it’s vital to get all the details right. Reflecting the brand in the
best light means knowing how to achieve the right standards, and we can help.

Of course, we provide a uniform that reflect our brands and that is appropriate
for your role. In some roles it is a health and safety requirement that you will
need to wear the correct clothing and have the correct presentation standards.
We need your participation to ensure we deliver great personal presentation
standards. In your starter pack, you will find all you need to know to maintain a
great appearance from top to toe, to leave a lasting impression with our

When things go wrong

Disciplinary Policy

In any organisation, there has to be a number of rules so that it can function
efficiently. This is even more important where a large number of people are
employed who must work together harmoniously. Consequently, we have a
Disciplinary policy and procedure which aims to achieve fairness and
uniformity of application throughout the Company. Managers have a right to
discipline Colleagues for poor performance, inappropriate behaviour or

The main purpose of this policy and procedure is to help and encourage
Colleagues to achieve and maintain standards of conduct, attendance and job
performance. Furthermore, it is to encourage the employee to improve.
Where the nature of the offence potentially warrants a Disciplinary sanction
or dismissal, using this procedure enables Managers, Colleagues and their
companions to understand how this should be carried out consistently and

Colleagues will find the Company’s rules are summarised in their statement
of terms and conditions, in a Disciplinary Policy and in other Company policies
and procedures. Each employee’s Line Manager or a member of the HR Team
will be pleased to help clarify any point that is unclear.

It is the responsibility of all Colleagues to familiarise themselves with their
conditions of employment and the accepted standards of conduct, behaviour
and performance.

When things go wrong

Grievance Policy

Grievances can arise in the best-run organisations. Individual Colleagues can
raise a Grievance on matters relating to their work, conditions of
employment, working environment or working relationships, where they
consider they have suffered or are likely to suffer a detriment. The Company’s
Grievance procedure is designed to provide mechanisms for these to be dealt
with fairly and promptly before they are allowed to develop into major
problems or potentially collective disputes. Grievances should be dealt with
at the most appropriate level within the company where the matter can be
resolved satisfactorily.

Most routine complaints and Grievances are best resolved informally in
discussion with the employee’s immediate Manager. In the first instance, all
Grievances should be raised with the employee’s immediate Manager. If the
matter cannot be resolved informally with the Manager, it should be dealt
with under the formal procedure below.

For full details on Disciplinary and /or Grievance Policy please refer to the
complete policy and procedure which is available on Merlin, your Line
Manager or HR Team.

Room for you

Your benefits

Room for you

Your Benefits Room

Your Benefits Room employee benefits website - It's the place to find all the
good things you receive as an employee of IHG. The easy to use website
brings you information on your key benefits, useful links to helplines and the
your benefits portal, as well as savings on your shopping.

Your benefits

Room for you

IHG Colleague Room Benefit Programme

You are entitled to stay at our Hotels worldwide at a
special discount colleague rate. To say thank you for your
contribution to delivering Great Hotels Guests Love, you
are eligible to participate in the Employee Room Benefit
Programme and take advantage of the great discounts
offered when staying in one of our Hotels. To read more
about the programme you visit Merlin>Employee Room
Rate for more details.

IHG Friends and Family Rate

Share the love and help your
friends and family save all year

At IHG®, what sets us apart from
the crowd is our promise of True
Hospitality for everyone. This
means making everyone feel
welcome and cared for, recognized
and respected wherever they are
in the world.

IHG Friends and Family rate is just
one way we can bring True
Hospitality and our brands to life
for our colleagues and their loved

Reward & Recognition

Room for you

Celebrate Service Week

Celebrate Service was created in 2010 as a way to recognize the hard work and
dedication of the more than 350,000 Colleagues who work at IHG’s managed
and franchise properties around the world as well as IHG’s corporate offices.
Great Hotels Guest Love® through True Hospitality for everyone.

Throughout the world, in almost 100 countries, our purpose at IHG® is to create
Great Hotels Guests Love® by providing True Hospitality for everyone. We want
to acknowledge and celebrate Colleagues at IHG branded Hotels and throughout
the IHG corporate offices who are going above and beyond to providing True
Hospitality to everyone.

Being recognized for doing great work is motivating for anyone, and a genuine
thank you costs nothing. Making sure the people who work in your Hotels feel
valued helps motivate them to do their best work – and that has a positive effect
on the guest experience. Through Celebrate Service, IHG owners can positively
influence the pride of Colleagues, their sense of accomplishment, their
engagement, and goodwill throughout the IHG system.

Reward & Recognition

Room for you

Meals on Duty

Our colleague restaurant provides a variety of meals during lunch and dinner.

You are welcome to use the facility when on duty. You will be advised of
arrangements at night time and when the restaurant is closed.

Please do not help yourself to food or drink or from any other area of the Hotel.
As a large number of Colleagues make use of the colleague restaurant each day,
please help to keep it clean and tidy by removing your tray and plates once your
meal break is over.

Recognising Colleagues for bringing True Hospitality to Life

It’s thanks to you – brilliant team members
– that bring True Hospitality to life every
day for our guests and each other.

You create the unique guest experiences
that earn our guest's loyalty.

We value and appreciate everything you
do, as we know you appreciate your
colleagues too.

We want to show you our thanks through
our new True Hospitality recognition

Reward & Recognition

Room for you

Pension Auto Enrolment

Your retirement planning starts here – its
never too late. In line with government
legislation, if you meet the criteria stipulated
by legislation you will be auto-enrolled into
Peoples Pension after 3 months from joining.
The company operates pension Auto-
enrolment scheme. Your contributions are
matched in line with government legislation.

What do I need to do?

Once you have been automatically enrolled in our workplace pension scheme
you will be sent a welcome pack for your information, you don’t need to do
anything to get your pension account started as it starts automatically. But if you
want to get involved in your pension, you can access your Online Account which
makes it easy to keep track of how your pension savings are doing and to make
changes to your account.

Union Recognition

IHG respects both freedom of association and freedom
of non-association. We ensure that we comply with local
legislation in respect of representative activities.

We are committed to provide and maintain a positive and constructive labour
relations environment. We recognise our employees' rights to choose whether
they wish to be represented by a local Trade Union. We do not mandate
affiliation with any particular union because we respect the right of our
employees to make this choice. We do not support any particular trade union
organisation in preference to any other.

Room to be

IHG Colleague HeartBeat

Room to be involved

What you need to know

At IHG, your opinion is valued. We rely on your honest feedback to help us
understand how we can make this the best possible place to work. Eligible
Colleagues will be invited to give their feedback through two surveys (one in
April, and one in October) which Aon Hewitt will run on our behalf.

Your feedback is confidential, and no-one will ever see your individual
feedback. Aon Hewitt host the survey, analyse the results and produce reports
that combine your responses with those of your Colleagues.

There are no right or wrong answers, we want your honest opinion so don't let
anyone tell you how to answer the questions. It's your opinion that counts.

How long will the survey take to complete?

The survey should take approximately 10 minutes to complete. If necessary, you
can save your responses and come back to complete the survey at a different

How will I complete the survey?

We encourage all Colleagues to take the survey from either your
computer/phone, or the shared work stations in the Hotel, so that you do not
have to take the survey on your personal time. Hotel Leaders will arrange a rota
for those who need to access shared workstations and ensuring Colleagues can
take the survey while at work. If you have any questions, please contact your
local HR team.

Can my Manager access the answers I give in the questionnaire?

No, the data is evaluated by our external partner Aon Hewitt. Aon guarantee
compliance with the required legal regulations and technical security standards.
As the data is processed by external specialists Managers or HR Colleagues
have no way of accessing the individual responses. IHG is subsequently provided
anonymised data.

Do I have to take part in the survey?

Participation in the employee survey is voluntary. For the survey to be successful,
though, it is important that as many Colleagues as possible take part. A high
participation rate also means that the results are more representative and
reliable. We hope that Colleagues will take the chance to actively shape the
company’s development and their working environment.

Will anyone at IHG know if I participated in the survey?

No. Aon Hewitt will only provide the Hotel, or IHG with an overall percent
completion, but IHG will never see or know which Colleagues took the survey.

What is included in the survey?

The survey includes around 60 questions, known as Aon’s “Core 60”. These
questions have been used by many organisations, so we can benchmark our own
results against other companies, including ‘top employers’, and ‘hospitality
companies’. This will help us know if we are truly winning.

What languages is the survey available in?
You can choose to take the survey in one of thirty languages, as follows: Arabic,
Chinese (Simplified), Chinese (Traditional), Czech, Dutch, English UK, French,
German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean,
Malay, Polish, Portuguese, Latin American Portuguese, Romanian, Russian,
Slovak, Serbian, Spanish Spain, Spanish Latin America, Tagalog, Thai, Turkish, and

Connecting you to the
world of IHG

Room to be involved

The Loop

The Loop is an internal
communication channel to share
news, updates and keep informed
about what is going on in the Hotel.
Look out for how you can get
involved and the ways in which you
can find out more of what is going
on in your Hotel.


This is the page of our global
intranet, which was designed to
keep us better informed and work
better together. You will see news
from all over the IHG world
alongside the latest information
and tools available to help you in
your Hotel.

Merlin is updated daily, so keep
informed and get online and see for
yourself. Your Manager will assist
you in obtaining access to

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