LADIES & GENTLEMEN HANDBOOK
~ 2024 Edition ~
Welcome. We are proud you have chosen to join The Ritz-Carlton. The most important commitment we offer each other as employees is our respect and concern. We treat each other as Ladies and Gentlemen serving Ladies and Gentlemen. While expectations for each of us are great, we must strive daily to be happy and challenged in our positions. About This Handbook This handbook is directed to all employees at Ritz-Carlton Hotels and Resorts. From time to time, this handbook will be revised to reflect changes. We cannot publish this handbook each time a change occurs; therefore, some materials may become obsolete without prior notice to you. If any information contained in this booklet conflicts with information published by the Corporate Office, the information in those bulletins, policies, etc., will prevail. As the contents of this booklet change, you will be notified. You are solely responsible for regularly updating your handbook. The contents of this handbook are presented as a matter of information and do not create or constitute a contract, expressed or implied, between The Ritz-Carlton Hotel Company, L.L.C., (The Ritz-Carlton) and any of its employees. The company reserves the right to modify, change, disregard, suspend, or cancel at any time, without written or verbal notice, all or part of the handbook’s contents as circumstances may require.
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Table of Contents
Welcome.
2
About This Handbook
2
The Philosophy
6
The Gold Standards
7
The Credo
8
The Employee Promise
9
Our Motto
10
The Three Steps of Service
11
Our Service Values
12
What You Can Expect From Us
13
You & Your Leader
14
Your Orientation Period
14
Training Certification
15
Training & Development
15
Performance Development Reviews
15
Transfers / Promotions
16
Medical Leave
16 17 17 19 20
Equal Employment Opportunity
Policy On Harassment & Professional Conduct
Drug-Free Workplace Standard
Communication, Teamwork, & Recognition
Commitment To Open Communication
21
Open Door Policy
21
Daily “Line-Up”
21
Departmental Meetings
21
General Sessions
21
Employee Publications
21
Employee Engagement Surveys
21
Info Hub
22
Employee Relations Line
22
Business Integrity Line
22
Employee Recognition Program – Five Star Team
22
Employee Recreational & Social Activities
22
Pay Practices & Procedures Understanding Your Paycheck
23
24
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Time Records
24
Your Schedule
24
Exchanging Shifts
25
Overtime
25
Pay Advances
25
Annual Leave
25
Official Holidays
25
Our Hotel Standards
26
Attendance
27
Employee Entrance
27
Employee Identification (ID) Cards
27
Employee Meals
27
Employment of Family Members & Personal Relationships
28
Employment Records
28
Gambling
28
Grooming Standards
28
Gum Chewing
28
Lockers
28
Package Pass & Package Inspections
29
Personal/Social Relationships In The Workplace
29
Separation
29
Smoking
30
Solicitation, Distribution & Access
30
Telephone Calls
30
Use Of Facilities
30
Cash Shortages
30
Confidentiality & Disclosure Progressive Discipline Safety & Loss Prevention Your Role In Loss Prevention
30
31 35
36
Care Of Hotel Property
36
Accident Prevention
36
Non-Violence
36
Visitor’s Pass
37
What Do We Mean By Safety?
37
Safety/Loss Prevention Committee
37
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Reporting On-The-Job Accidents
38
Reporting Emergencies
38
Fire Emergency
38
Emergency Response Team
39
Fire Prevention
39
Energy Conservation
39
Environmental Statement
40
L&G Accommodation Policy
41
Noise
42
Resolving Disagreements
42
Drugs & Alcohol
42
Main Door Of Apartment
42
Housing Wi-Fi
42
Room Transfer
42
Room Keys
42
Energy Conservation
43
Cleanliness
43
Room Inspection
43
Visitors
43
Room Inventory
43
Pets
43
Transportation
43
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The Philosophy
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The Gold Standards
Our Gold Standards are the foundation of The Ritz- Carlton Hotel Company, L.L.C. They encompass the values and philosophy by which we operate and include: The Credo The Employee Promise The Motto The Three Steps of Service Service Values
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The Credo
The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed yet refined ambience. The Ritz-Carlton experience enlivens the senses, instills well-being and fulfills even the unexpressed wishes and needs of our guests.
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The Employee Promise
At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.
By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton mystique is strengthened.
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Our Motto “ We are Ladies and Gentlemen. Ladies and Gentlemen serving
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The Three Steps of Service
A warm and sincere greeting. Use the guest’s name. 1
Anticipation and fulfillment of each guest's needs. 2
Fond farewell. Give a warm good-bye and use the guest's name. 3
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Our Service Values
1. I build strong relationships and create Ritz-Carlton guests for life.
2. I am always responsive to the expressed and unexpressed wishes and needs of our guests.
3. I am empowered to create unique, memorable, and personal experiences for our guests.
4. I understand my role in achieving the Key Success Factors, embracing Community footprint, and creating The Ritz-Carlton Mystique.
5. I continuously seek opportunities to innovate and improve The Ritz Carlton experience.
6. I own and immediately resolve guest problems.
7. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
8. I have the opportunity to continuously learn and grow.
9. I am involved in the planning of the work that affects me.
10. I am proud of my professional appearance, language, and behavior.
11. I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets.
12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.
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What You Can Expect From Us
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Let Us Stay With You – New Hire Onboarding
It is a standard of The Ritz-Carlton to treat every L&G with dignity and respect. As an equal opportunity employer, we always endeavor to select the best qualified individuals based on job-related qualifications, without regard to race, color, religion, age, sex, national origin, ancestry, disability, marital status, medical condition, sexual orientation, veteran status, or any other consideration unlawful by federal, state, or local laws. Your Employee Agreement details your "Rights" as an employee of The Ritz Carlton. These rights include: § The right to know how you are performing in your job. § The right to provide input in the planning of the work that affects you. § The right to a competitive compensation and benefits plan § The right to be considered for a promotion to an available position for which you are eligible and qualified. § The right to resolve problems without fear of reprisal. You & Your Leader Your leader wants you to succeed in your job more than anybody. You were selected from among a number of candidates because we believe you possess the qualifications and talent necessary to successfully perform the job. Within the first few months of employment, your leader and others in our Hotel invest in you one of their most valuable assets - time. When you have a problem or question about your job duties, do not hesitate to ask your leader or your learning coach.
As a new employee, your first day with the Hotel begins with your Two-day orientation process. The first two days in orientation are very important for you and the Company. You will be introduced to the Company's values and philosophy, meet other new Hotel employees and the Hotel's Guidance Team, and learn about The Ritz-Carlton and your role in the Hotel. Let Us Stay With You is comprised of the following four signature learning events: - New Hire Orientation - Day 21 - 6 Months Check In - Day 365 Your Orientation Period The first (180) calendar days of your employment are referred to as the Orientation & Probation Period. During this time, you are oriented to The Ritz Carlton, your job and the Property. Your leader and learning coach provide technical training about The Ritz- Carlton Standards of Performance for your position through the Training Certification process. Most important, you continue to learn about The Ritz-Carlton Gold Standards and how to adapt these to your position. During your Orientation & Probation Period, your job performance, safety record, attendance, disciplinary record, and job skills are evaluated. Your leader will carefully evaluate your performance to determine whether your qualifications are best suited to your work assignments and whether or not you and the Company meet each other's expectations regarding employment.
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Training & Development The Ritz-Carlton encourages each employee to be the best and is committed to assisting in professional development. Training & career development ensures each employee is better equipped to serve our guests. This results in job enrichment, personal growth, and enhancement of individual career development. Throughout the year, training is conducted and may include guest relations training, emergency response training and departmental skills training. Performance Development Reviews Within The Ritz-Carlton, we believe it is important for you to know how well you are performing m your position. Following your Orientation & Probation Period, you will receive a written review on, at least, a bi- annual basis. Your manager completes a written Performance Development Review which is discussed with you and becomes a part of your employment file. You are encouraged to discuss job objectives and career goals with your manager during this review. The following are some of the factors that will be discussed as part of your review: • Demonstration of The Ritz-Carlton Gold Standards • Professionalism • Dependability • Completion of Training Certification
All employees receive a written Performance Review based on job skills, knowledge of work, attendance, and disciplinary actions at the end of the 180- Day Orientation & Probation Period. During this Orientation & Probation Period the following shall apply: The employee will be a probationary-at-will Employee for this 180-calendar day Orientation & Probation Period, meaning that the employee's employment can be terminated in accordance with the local law. After successful completion of your Orientation and Probation Period, you become eligible for the rights and benefits of the Employee Agreement. Should you separate from employment and are subsequently rehired, your Orientation and Probation Period begins with your new date of hire change. Of course, your performance is continually evaluated following the Orientation & Probation Period and throughout your employment. Training Certification Upon completion of the Orientation & Probation Period, you will be certified in your position. Training Certification is an integral part of employee development; It creates consistent standards for every position company wide. The Training Certification process consists of a designated training plan designed for each specific department and position. Learning Coaches ensure that each employee learns the skills necessary to successfully complete his/her certification and job requirements.
• Quality of Work Performance • Attendance and Punctuality • Efficiency • Safety Record • Grooming • Technical Competency
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Transfers / Promotions All Ritz-Carlton Hotel Company and Marriott International open positions are listed on web- based systems. Please visit MHUB - Opportunity Marketplace at any time to explore future opportunities or at careers.marriott.com.
Medical Leave Employees who have completed six months of continuous service are eligible for 90 days sick leave, as provide by UAE Labor Law. Sick leave entitlement is as follow: § The first (15) fifteen days will be at full wage. § The next (30) thirty days will be at half wage. § Any following period of 45 days will be without wage. If you are ill, you must notify your leader at least (2) hours before your scheduled shift. If you are unable to reach your Leader, leave a message with Loss Prevention or the Manager on Duty. However, it is still your responsibility to reach your Leader during the workday. Before returning to work, you must provide to Human Resources, a medical certificate verifying your illness.
It is recommended that you discuss the career opportunity with your leader before exploring your future opportunities. To be considered for a departmental transfer, an employee must: § Consistently demonstrate the Gold Standard § Meet all job qualification for new position § Have successfully completed Training Certification in present position. § Does not have an active verbal or written warning letter on file
For additional inquiries please Refer to Transfer policy on MGS or the local policy
Employees selected for a new position are transferred at the regular rate of pay for the position and are not subject to an Orientation Period for the new position within the same property. Original hire dates are maintained for benefit purposes, but departmental length of service and job classification are based on date of transfer.
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Equal Employment Opportunity
Policy On Harassment & Professional Conduct The Ritz-Carlton strives to provide for all employees a professional and congenial work environment and will take all necessary steps to ensure that the work environment remains pleasant for all employees. An integral part of this type of work environment is for all employees to treat each other with courtesy, consideration, and professionalism. The Company will not tolerate harassment of any employee by any other employee, supervisor, vendor, or guests Harassment for any discriminatory reason, such as race, color, sex, national origin, disability, sexual orientation, age, religion, or veteran status, is prohibited and may subject the Company and/or the individual harasser to liability for any such unlawful conduct. With this policy, the Company prohibits not only unlawful harassment, but also other unprofessional and discourteous actions. Sexual harassment. Sexual harassment includes unwelcome sexual advances, requests for sexual favors, or any other visual, verbal, or physical conduct of a sexual nature when: a) Submission to the conduct is made either implicitly or explicitly a condition of the individual's employment. b) Submission to or rejection of the conduct is used as the basis for an employment decision affecting the harassed employee. c) The harassment has the purpose or effect of unreasonably interfering with the employee's work performance or creating an environment which is intimidating, hostile or offensive to the employee. The Ritz-Carlton/The Marriott International is and always has been an equal employment opportunity employer. It is the Company's policy to ensure equal employment opportunity in all aspects of employment. The Company strives to employ and promote the best-qualified person for each job and, in doing so, will comply with all legal requirements. Periodic analysis of all personnel actions will be conducted to ensure fair employment practices are followed. Breach of these policies by any employee will be grounds for disciplinary action.
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Each employee must exercise his or her own good judgment to avoid engaging in conduct that may be perceived by others as harassment. The following is a partial list of conduct that would be considered sexual harassment: 1) VERBAL Repeated sexual innuendoes, sexual epithets, derogatory slurs, sexually explicit jokes, obscene or sexually suggestive comments about a person's body, offensive or unwelcome flirtations, unwanted sexual advances or propositions, threats, or suggestive or insulting sounds. 2) VISUAL/NON-VERBAL Derogatory or sexually explicit posters, cartoons, photographs, magazines, drawings, or other printed items; suggestive objects or pictures; e-mails, screen savers, or other electronic communications; graphic commentaries; leering or obscene gestures; and 3) PHYSICAL Unwanted physical contact, including touching, interference with an individual's normal work movement, or assault. OTHER TYPES OF HARASSMENT. The Ritz-Carlton also prohibits harassment on the basis of race, color, national origin, religion, gender, physical or mental disability, sexual orientation, age, veteran status, or any other characteristic protected by applicable law. Such prohibited harassment may also be evidenced by similar verbal, non-verbal, or physical conduct as described in the sexual harassment category. Complaint Procedure
Employees who believe that they have been subjected to objectionable conduct should immediately tell the harasser to stop the unwanted behavior and report it immediately to a manager. If possible, employees should bring their concerns to the attention of their immediate manager or supervisor. However, if the unwelcome behavior involves a manager or supervisor to whom they directly or indirectly report, they can also seek help from any other manager, Director of Human Resources, or a representative from the Corporate Human Resources staff. Do not allow an inappropriate situation to continue by not reporting it, regardless of who is creating that situation. No employee in this organization is exempt from this policy. In response to every complaint, the Company will conduct an immediate, thorough & objective investigation.
The Company will, to the extent possible, protect the confidentiality of harassment complaints. If the Company determines that a violation of this policy has occurred, it will take corrective and preventive actions where necessary. A determination regarding the harassment alleged will be made and communicated to the person claiming harassment as soon as practical. Employees violating this policy, however, are subject to discipline up to, and including, termination. The Company strictly prohibits retaliation against any person by another employee for using this complaint procedure, reporting harassment, or for filing, testifying, assisting or participating in any manner in any investigation, proceeding or hearing.
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Drug-Free Workplace Standard The use or abuse of controlled substances (illegal drugs) is a danger to all of us. It is therefore a standard of The Ritz-Carlton to maintain a drug-free work environment. The use of illegal drugs is a frequent contributor to workplace accidents, resulting with loss of life, personal injuries, or damage to property. Therefore, The Ritz-Carlton strictly prohibits all employees from using, possessing, selling, purchasing, distributing or being under the influence of controlled substances (illegal drugs). Violations of this standard are not permitted and will result in strict disciplinary action, up to and including termination of employment. Additionally, the possession or use of alcohol on hotel premises, or during working hours, or being under the influence of alcohol during working hours is prohibited. Furthermore, the use of prescription and over-the-counter drugs, except where such use will not affect the employee's ability to safely perform his/her job, is prohibited. If you are using prescription or over-the-counter drugs which may impair your ability to safely perform your job, you must NOTIFY your immediate manager in writing of such usage BEFORE starting or resuming work.
Authorized possession and/or use of alcohol may include company-sponsored events and business meetings. A senior designated manager can grant authorization. A violation of these provisions or other element of this policy will be considered serious misconduct and may result in termination.
The Director of Human Resources is responsible for ensuring compliance with state and local laws.
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Communication, Teamwork, & Recognition
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Commitment To Open Communication
General Sessions
In scheduled departmental meetings, general meetings are held for all employees of the Hotel. The purpose of these general sessions is to provide an opportunity for the General Manager and the Executive Committee to meet with employees and managers and share in an experience designed to be educational and fun. Employee Publications addition to regularly The Hotel strives to keep everyone informed through regularly distributed employee publications (i.e., Ritz-Times, E-mail Broadcast, etc.). Your contribution to and involvement in these publications is encouraged. Employee Engagement Surveys Employee engagement and suggestions are important to ensure the success of our Hotel and Company. Each year, Engagement Surveys are conducted. These surveys provide you the opportunity to make comments and recommendations regarding working conditions, guest services and employee services. The data collected from these surveys ensures continuous quality improvement in our Company to employees and guests. The results of the surveys are communicated departmentally to develop improvement strategies. You are invited and encouraged to participate in these surveys as well as the improvement teams. A roundtable is a discussion between the General manager and diverse group of Ladies & Gentlemen from different department of the hotel. Your input can give leaders insights into how The Ladies and Gentlemen experience their work life on the ground. Roundtable discussions encourage employee input and offer leadership opportunities to understand The L&G needs.
The Ritz-Carlton is committed to maintaining an environment of open communication among all employees. The communication of ideas, suggestions and concerns to Supervisors or Department Managers is encouraged. In the event a concern cannot be resolved by your Department Manager, the Director of Human Resources, your Division Executive, or the General Manager is always available to assist. Open Door Policy It is the practice of The Ritz-Carlton to maintain open lines of communication with our employees. The Open Door Policy gives you an opportunity to resolve workplace issues early and informally. Daily “Line-Up” During each shift, department employees meet with their manager/coach and fellow employees. The purpose of the Quality "line- up" is to communicate important information about the day, recognize employees, provide continuous quality education and daily communication intended to exchange information and ideas to ensure continuous improvement. This line up also reminds employees of our Gold Standards on a daily basis. Departmental Meetings Departmental meetings are held once a month and are regularly attended by members of the Executive Committee. This is an opportunity for employees to address any concerns about standards, receive updated information and offer suggestions for the department and the Hotel. You should attend and participate in departmental meetings.
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Info Hub Announcements of upcoming Hotel events, benefits, company wide job openings and General Company news are posted on Company bulletin boards throughout the Hotel. Employee Relations Line If you have a concern or issue with your employment or your workplace conditions and you feel that you have not been able to resolve it with your Property's Human Resources Department or through the steps of the Open Door Policy, please refer to : Guarantee of Fair Treatment (GFT) / Open Door Policy (WR-01) (HR-085) Business Integrity Line It has always been The Ritz-Carlton policy to conduct business ethically and with integrity and we expect our employees to uphold our high standards of business conduct. Unfortunately, people don't always make the right decisions. If you become aware of any unethical conduct, please call to report (anonymously, if you choose) Toll-free: +1 (888) 888-9188. To make a report online or look up your country/region-specific phone number:
Employee Recreational & Social Activities Throughout the year, the Hotel offers recreational and social activities in which all employees are encouraged to participate and enjoy.
Notice of activities are displayed on our digital screens in the basement and sent to the AUHRZ-everyone – e-mail.
ethics.marriott.com or email business.ethics@marriott.com
Employee Recognition Program – Five Star Team Each quarter, The Ritz-Carlton recognizes individual employees who have made outstanding contributions to our Hotel. The employees are selected for the Five Star Team based upon exceptional performance, quality service and dedication to fellow employees and guests. The nominated employees are recognized and honored by the entire Hotel.
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Pay Practices & Procedures
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Understanding Your Paycheck
The Hotel strives to achieve fair and competitive compensation for each employee. Periodic wage and benefit surveys are conducted to gather data throughout the hotel industry and our surrounding community. Based on the results of that survey, we will decide what adjustments, if any, we will make in the benefits and pay scales. Length of service in the Hotel will count toward the length of service awards. Your Schedule Each individual's work schedule depends upon the assigned position and the assigned shift. If you have questions about work schedules, please ask your manager. The posted schedule must be checked daily for any changes made due to business fluctuations or exceptional circumstances. We are a 24-hour operation and schedules are made to fit the patterns of our business.
Bring any errors or discrepancies in your paycheck to your manager's or Human Resource's attention. If you knowingly retain an over-payment, you may be subject to termination. Time Records Each employee must sign/ clock in at the beginning of each shift and sign/ clock out at the end of each. Times recorded must be the actual time worked. Time sheets must be complete and no employee can sign/ clock in or out for another employee. Failure to sign/clock in or out may result in disciplinary action. Any employee falsifying a Hotel time record will be subject to immediate disciplinary action, including termination. All hours worked in excess of any scheduled shift must be approved by your manager. At no time is an employee to leave the Hotel without signing/ clocking out unless it is work related and approved by your manager.
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Exchanging Shifts No employee is permitted to exchange shifts with another employee without the manager's prior authorization. Overtime As necessary, employees may be required to work overtime. All overtime work must be previously discussed and approved by your manager. Pay Advances Payroll advances are not permitted during the probation period, after successful completion of the probation period you may request for payroll advance that cannot exceed 50% of your basic salary. The request requires pre- approval from your direct manager, DHR and DOF. Annual Leave Your annual leave entitlement is according to Article (29) of UAE Labor Law. Because we want you to have time off, pay will not be given in lieu of annual leave. Annual Leave must be taken in the year it becomes due. Outstanding entitlements cannot be carried forward to the next year without prior approval from your Guidance Team Member and the Director of Human Resources. We encourage you to plan your Annual Leave well in advance. A written request must be made at least one month in advance and is subject to the approval of your Department Head. We will make every effort to accommodate you; however, business necessity will dictate when you take your Annual Leave. Please note that ticket request should be submitted two months prior the planned leave.
Official Holidays All employees qualify for approximately 14 Official Paid Public Holidays, accordingly to the law. Because we are an industry that operates seven days a week, an employee may be required to work on an official holiday. If an employee works on an official holiday, he/ she will be entitled for a day off in lieu.
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Our Hotel Standards
Attendance The success and smooth operation of our Hotel depends to a great extent on your being at work on time each day that you are scheduled to work. If you are absent or late in reporting to work, you place an extra burden on your fellow employees. Remember, being at work on time helps create a positive work environment. Should a situation arise which makes it impossible for you to report to work for any reason, you are expected to notify your manager at least two (2) hours or more in advance of your shift. If you are unable to reach your manager, call the Loss Prevention Department or the Manager on Duty and leave a message with them. Be sure to tell them the following: 1) Your name and department. 2) Date and time you are scheduled to be at work. 3) Your reason for not being able to report to work, and when you expect to be able to return. 4) The phone number where you can be reached. After you contact Loss Prevention or the Manager on Duty, it is still your responsibility to call back until you reach your manager personally to be sure that the message was received correctly. Failure to do this can result in disciplinary action for an unexcused absence. Your department head must also be notified before each additional day of absence. Any employee who fails to report to work WITHOUT CALLING as outlined in the Attendance Guidelines is seriously jeopardizing his/her job.
Employee Entrance All employees are required to enter and exit the Hotel through the employee entrance and clock in /out whenever entering the hotel even on your day off for safety reasons. Employees are not to leave the Hotel without showing the bag to Loss Prevention. Entering or leaving the Hotel by any access other than the authorized employee entrance/exit is cause for disciplinary action. Off duty, you are allowed to enter the EDR for meals or the building only for scheduled training or staff events. Employee Identification (ID) Cards All employee ID cards are the property of the Hotel and must be returned when you leave the Company. If you lose your ID, you should have it replaced immediately. You will be charged a replacement fee. You may be required to present your ID card to receive your paycheck. Employee Meals Each employee is entitled to on and off duty meals in the Employee Dining Room on as per their contract. Individuals who do not work for the Hotel may not eat in the Employee Dining Room without prior approval from an Executive Committee Member. For good housekeeping and sanitation purposes, food and utensils may not be removed from the Employee Dining Room. Eating at workstations or in the locker rooms is not permitted. Your manager schedules meal breaks to ensure proper functioning of the department and to avoid overcrowding in the Employee Dining Room. Any consumption of food outside of this area is considered a violation of company policy and may result in disciplinary action.
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Employment of Family Members & Personal Relationships
Gum Chewing Gum chewing or the use of toothpicks is permitted only in the Employee Dining Room, the locker rooms or in other areas designated by your manager, never in public areas. Remember, we are "Ladies and Gentlemen Serving Ladies and Gentlemen”. Lockers The Hotel provides lockers and locks for your convenience. Although lockers are made available for your convenience while at work, remember that all lockers and locks remain the sole property of the Hotel. Do not place any other lock on your locker. Lockers should not be shared with other employees unless assigned by the Hotel. The Hotel reserves the right to open and inspect lockers, as well as contents, effects or articles that are in lockers. Such an inspection can occur at any time, with or without advance notice or consent. Further, such inspection may be conducted during, before, or after working hours by any manager, or Loss Prevention employee designated by the Hotel. Employees who, if asked, fail to cooperate in any inspection are subject to disciplinary action, including possible termination. Prohibited materials, including weapons, explosives, alcohol, illegal medication, and drugs may not be placed in a locker. Perishable items should not be stored in lockers or left for prolonged periods. Do not store valuable items such as jewellery, money, etc.
The Hotel strives in principle to help employees attain a certain level of professionalism; therefore, the employment of relatives is closely monitored. Employees may not work in a position or department where they provide the approval signature affecting wages, hours and working conditions of a relative. Further, for business reasons of supervision, safety, security and morale, the Hotel may refuse to hire or place a relative in the same department where the potential for or appearance of favouritism or conflict may exist. Employment Records It is important that your employment records are accurate. Please notify the Human Resources Department if you have changes in any of the following: § Name / Address / Telephone Number / Emergency Contact § Contact Information / Marital Status Gambling Gambling or engaging in gambling or betting activities is not allowed on Hotel premises. Grooming Standards The Ritz-Carlton standards for grooming and appearance reflect the Company's conservative tradition. It is essential for our employees to present a professional, well- groomed appearance. All employees are required to follow the dress and grooming standards established by the Company. Failure to comply with dress and grooming standards will result in disciplinary action.
The Hotel is not responsible for any articles that are placed or left in the locker that are lost, damaged, stolen or destroyed.
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Lost Articles As a part of our responsibility to guests and fellow employees, it is expected that all articles found on the Hotel premises be turned in immediately to the Lost and Found area located in the Housekeeping. All articles are logged in to a control book, valuable articles will be handed over to Loss Prevention and non-valuable articles will remain at Housekeeping Lost and Found area. All found articles will be maintained in the Lost and Found area for a reasonable length of time, depending upon the article, subject to the Lost and Found LSOP and Local municipality regulation. Package Pass & Package Inspections The Hotel reserves the rights to confiscate any unauthorized items found in the possession or in the locker of the ladies & gentlemen without proper approval or receipt to proof the ownership. Possession of unverified items can result in disciplinary action and possibly criminal prosecution. All packages or large bags brought onto the premises must be checked with Loss Prevention upon entering or exiting. Any personal items to be registered with Loss Prevention control book. Packages, handbags or like items are subject to inspection by Loss Prevention upon leaving the premises. Articles taken from the premises require a gate pass with full approval from all parties. Refusal to reveal the contents of a package or bag after a request for inspection is cause for disciplinary action. Liquor, beer,wine, food, newspapers, and magazines are not permitted to leave the Hotel without a fully approved gate pass. Attempted removal of any unauthorized item from the Hotel will result in disciplinary action.
Personal/Social Relationships In The Workplace The Ritz-Carlton provides a workplace free of favoritism and is committed to protecting against liabilities associated with intimate personal relationships in the workplace. The Ritz-Carlton has no desire to interfere with the private lives of its employees, or their off-duty conduct. However, where such conduct impacts the work environment in a negative manner, The Ritz-Carlton reserves the right to take whatever action is appropriate, at its discretion, to protect the Company's interests. Ritz-Carlton employees should maintain professional and business-like relations with employees and all guests at all times. With the exception of company sponsored functions, fraternization with guests is not allowed. The intimate or social relationships between non- management employees will be addressed only when and if they create work environment issues. All managers are responsible for maintaining a professional business environment. An intimate relationship between individuals who have a direct or indirect supervisory relationship is highly inappropriate. If such a situation develops, the involved employee in the supervisory role must communicate this fact to his/her manager so that a transfer or reassignment may be considered for either party. Failure to follow this policy is considered serious misconduct and may result in disciplinary action. Separation If for personal reasons you decide to resign, a one month notice is requested for internal (Marriott international Transfer) and 60 days’ notice for external companies so a replacement can be found.
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You are encouraged to fill out an exit interview provided by the Human Resources Department before receiving your final paycheck. The purpose of this interview is to obtain your honest opinion of standards and practices. Before receiving your final paycheck, you are required to turn in your name tag, ID card, uniforms (if applicable), locker, cash bank, keys or other material belonging to the Hotel. It is the policy of The Ritz Carlton not to re- hire an individual who was discharged for cause. A former employee who voluntarily left the employment of The Ritz-Carlton may be considered for re-hire based on the review of his/her past job performance and the Hotel's needs. Smoking Smoking is allowed only in designated areas. Solicitation, Distribution & Access Solicitation of employees 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 a company work area is likewise prohibited. Employees may not solicit others. Non-employees are forbidden from entering the Hotel at any time, except on official business with the Company, or if they are entering the Hotel in the case of an emergency involving an employee. In the case of an emergency, the non employee must inform the Human Resources Department that he/ she will be coming to the Property. The non employee must then go directly to the Human Resources Department so the involved employee may be called from his/her workstation.
work except in case of a severe emergency. All incoming calls through the Call Center for you are automatically connected to the Human Resources Department or Loss Prevention for handling. At no time should an employee use a phone located in any office, guestroom or pay phones located in the public areas of the Hotel. Use Of Facilities You are not allowed on guest floors, in guest rooms, on guest elevators, in public restaurants, lounges, restrooms, fitness center or any other guest facility, unless on a specified work assignment or with prior approval from your Guidance Team Member. Employees are not permitted in the Hotel on off-days without prior approval. Permission must be obtained from your Guidance Team Member before visiting family or friends staying in the Hotel or using any of the above mentioned facilities. Please contact HR for the from to be used for approval Cash Shortages If your job requires you to handle cash, you will be trained on how to handle cash. Overages and shortages of these funds. You are solely and exclusively responsible for your cash drawer. Cash drawers are audited in the presence of another employee. Excessive or continuous cash shortages or other irregularities will be investigated and may result in disciplinary action. Confidentiality & Disclosure Communication is a vital part of any organization. It is important not to disclose or remove information or materials that are confidential or unique to The Ritz-Carlton Hotel Company, L.L.C. Any disclosure of company, guest or employee information to unauthorized personnel will result in disciplinary action up to, and including, termination.
Telephone Calls (Applicable as per property)
Hotel telephones are restricted to business use and may not be used to make personal calls. You may not receive personal calls while at
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Progressive Discipline
When policies and procedures are not being followed, it is the responsibility of your manager to correct the situation. At The Ritz- Carlton, this is done by means of our progressive discipline policy. In this way, employees are made aware of management concerns and given the help and time to correct the situation. Generally, the first step in progressive discipline is coaching and counseling. When an employee displays unacceptable behavior or his/her performance is not meeting the job requirements, the employee should be made aware of the situation. Coaching and counseling are done as soon as the infraction occurs, and the employee is given an opportunity to correct the problem in a reasonable amount of time. There are two kinds of official warnings: verbal and written. A verbal warning is documentation of a discussion that takes place in which the manager has counseled the employee about a particular problem. A record of this verbal warning - which lists dates, events, etc. - is placed in the employee's personnel file, after the employee has signed it, for future reference, as a reminder of what was said. For offenses that your manager believes are serious or when verbal warnings have proven insufficient, written warnings are used. The written warnings may be in a letter or memo. Written warnings are to be signed by the employee to acknowledge that he/she has read and understood what is written. Refusal to sign a written warning does not make it invalid, because a second manager will be called in to witness the employee's refusal to sign. Three written warnings during a 12- month period may result in termination.
Managers may be terminated upon receipt of two written warnings within a one year period. If you feel the warning is inaccurate or unwarranted, you should exercise your rights under the Open Door Policy.
Written warnings expire after one year. Although they are retained in your file for reference, they will not be used to support a termination recommendation at a later date.
An hourly employee can be terminated under progressive discipline if he/ she has two written warnings, and a third incident or situation occurs which is a violation of policy or rules or indicative of inappropriate behavior or poor judgment. This third situation, requiring a third written warning, will result in suspension with recommendation for termination. A management employee can be terminated under progressive discipline if he or she has one written warning, and a second incident or situation occurs which is a violation of policy or indicative of inappropriate behavior or poor judgment that results in a second written warning. The suspension lasts for three business days, not to include weekends or holidays, in order to investigate the facts surrounding the suspension. Suspension will not be used as a disciplinary action or for substandard performance. An employee can also be terminated if he/ she violates any of the following rules, which are such serious breaches of responsibility to the Company that no prior warnings are required (the rules and regulations listed herein are not all inclusive):
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1) Possession of a weapon on company premises or while off premises in the performance of job duties. 2) Willful or careless, significant damage or destruction to company property or the property of another employee, guest, or vendor. Neglect, carelessness or mischief which contributes to or results in unsafe or unsanitary conditions. 3) Embezzlement. 4) Theft, attempted theft, or removal from the premises without proper authorization of company property or the property of another employee, guest, or vendor. All items that are found in or around the Hotel and its premises or Staff Accommodation must be turn into the Lost & Found Hotel reserves the right to inspect lockers, bags, packages, similar items and Staff Accommodation whenever deemed necessary. Refusal to have such item examined or refusal to cooperate is violation of the Standard of Conduct. 5) Falsification of company records including, but not limited to, employment applications, work schedules, employee time records, payroll and financial reports or providing false or misleading information or omitting material information prior to or during your employment. 6) Hitting, pushing, or otherwise striking another person or any other disorderly conduct while on company premises or arising out of company business relations. 7) Threatening, either open or veiled, verbal, or physical, an employee, guest, customer, or vendor. 8) Discrimination or Harassment (to include sexual) by employees (management and non-management) of one or more employees, vendors, or guests.
9) Possession, use or being under the influence of illegal substances including alcohol while on company time and/or premises. 10) Insubordination, willful disregard, or disrespect toward a supervisor or representative of management. 11) Failure to carry out a reasonable job assignment or job request of your supervisor or manager, after being warned failure to do so may result in termination. 12) Use of profane, discourteous, abusive, or rude language or action against another employee, supervisor, manager, guest, or any others. Courtesy and consideration are vital part of our industry. Discourtesy and rudeness to a guest or another employee will not be tolerated. 13) Unauthorized entrance/access to offices, guest rooms or computer information sources. 14) Conviction of a felony. 15) Unauthorized or inappropriate use of company software, computer networks, inter/intra/ extra nets, e mail, phone, and letterhead or other Ritz-Carlton forms or documents. 16) Unauthorized review, disclosure, or distribution of confidential guest, employee, or vendor information. Discussing confidential Hotel or Company information with guests or in public areas where a guest could overhear a conversation. 17) Unethical, immoral, or indecent behavior, or behavior that publicly embarrasses the Hotel. Soliciting persons for immoral purposes or the aiding and abetting of any of the above.
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18) Soliciting gratuities from guests or commenting in any way regarding the amount of gratuity given. No employee may add a gratuity to a guest check at any time. 19) Failure to report breakage or damage to equipment or machinery. Giving false information or refusing to give testimony when accidents are being investigated or receiving traffic violations when using company vehicles. 20) Loitering, malingering, or sleeping on the job. 21) Taking an unauthorized break or otherwise leaving the job without permission. Leaving your department or work area or being in an area other than your assigned work area without authorization from your manager. Walking off the job is considered a voluntary resignation. 22) Failure to observe established fire, safety, civil defense rules or established safety practices, engaging in dangerous or potentially dangerous horseplay, or failure to report any personal injury sustained while on duty. 23) Taking gifts of any type from a supplier, guest, or contractor who does business with the Property, other than normal gratuities received in the course of business. When in doubt, check with your manager. 24) Directly or indirectly maintaining an outside business or financial interest or engaging in any other outside business or financial activity that conflicts, in any manner, with the interests of the Company. 25) Failure to report accidents involving guests and/ or employees. All accidents should be reported immediately (within 24-hours of occurrence) to Loss Prevention
26) Unauthorized use of guest rooms, guest facilities, public restrooms, Hotel telephones, or Hotel keys. Unauthorized presence at guest functions or in guest areas, including guest rooms, restaurants, bars, lounges, or meeting rooms. 27) Gambling, dining, smoking, or chewing gum at any time while on duty other than during meal periods or in areas other than those designated by your Manager. 28) Fund-raising, selling lottery tickets, or merchandise, soliciting donations or any other type of money-raising on the Hotel premises, unless specifically authorized by the Company. 29) Failure to proper guest check procedures and unexplained discrepancies in guest- check handling and procedures. 30) Excessive absenteeism or tardiness. 31) Abuse of sick leave or other medical or hospital days. Failure to provide a physical/medical certificate when requested or required to do so. 32) Obtaining or attempting to obtain leave of absence by false pretenses. 33) Deliberately working slowly or inciting others to do so, suspending work and/or restricting output while on duty without justified cause. 34) Working overtime without authorization. This includes refusing to work on a holiday or other day on which the employee has been scheduled to work. 35) Failure to maintain acceptable work performance. 36) Failure to comply or violation of any other established Hotel, departmental, or Staff Accommodation regulation and policies. 37) Serious misconduct. Other behavior which, in the opinion of The Ritz Carlton, was detrimental to the interests of the Hotel, its employees and/or guests.
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