Welcome Message
Dear Colleague,
On behalf of the management team at Shangri-La Dubai, I welcome you to the Shangri-La family and trust you will enjoy a rewarding career with us.
You have been selected to join the team because we believe you have the qualities to deliver the ‘Shangri - La Experience’ that we promise our guests.
In return, our aim is to provide an environment where you feel valued, appreciated, and involved.
This Handbook is designed as an easy reference guide to help you understand all aspects of working and living here.
If you see I it means there is a document with further information.
If you see P it means there is a policy with more detailed information. All policies are available in Human Resources and the SLDB intranet.
If there is anything you don’t understand or in order to obtain the latest information and policy updates, please ask your manager or a representative from Human Resources.
Thank you for choosing to join Shangri-la Dubai and I wish you every success in your career with us.
Yours sincerely,
Hakan Ozel General Manager, Shangri-La Dubai Area General Manager, Operations of Shangri-La Dubai
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COLLEAGUE HANDBOOK ACKNOWLEDGEMENT FORM
The Shangri-La Dubai, Colleague Handbook is issued for your easy reference.
Additional information can be found in your Letter of Appointment, our internal policies and in the UAE Labour Law.
The terms and conditions of your employment, and policies and procedures can be amended or updated at any time and changes communicated to you as they occur.
It is important that you fully understand the contents of the handbook, so please ask if you have any questions.
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The Shangri-La Way
During your first few weeks you will be introduced to the way we do things at Shangri-La. You will learn about our Our Vision, Our Purpose, Our Business, and our Shared Values.
These are statements and actions that colleagues, all over the world, must understand and follow. Together they make us ‘Shangri - La’.
The Shangri-La Experience The Shangri La Experience is a set of worldwide brand requirements that we must carry out in order to ensure we deliver the standard of service that we have promised when guests stay at Shangri-La Hotels and Resorts. They are supported by a set of service standards for the various departments. You will be coached on an on-going basis to ensure we achieve consistency in what we promise. Medallia As a guest focused company, when guests depart, they are sent an on-line survey and asked to rate their experience during their stay. The results are monitored monthly and tell us what we are doing right and what we need to improve. Your participation is vital in improving guest satisfaction and the results. GREAT GREAT is an internal system that enables us to report, record and resolve all guest related issues in an effective and timely manner. You are encouraged to report any defects so we can ‘recover’ from any guest complaint and put in place actions to prevent it occurring again.
KIPSU Platform
Kipsu is a web-based messaging software that will help us connect with guests in real-time via text message and other digital messaging channels. This will help streamline guest communication, boost our guest satisfaction, and make us aware of any challenges facing the guest during the stay and take prompt action to sort them out immediately.
Balanced Score Card
The Balance scorecard is a strategic management tool. That enables us to assess health and performance from a holistic perspective across various dimensions. It aligns the entire organization behind our key focus areas for the year. It offers transparency and tracks performance using focus areas that can be measured, quantified, benchmarked, and aggregated.
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Organization Charts
Overall Organization Chart
Area General Manager
Resident Manager
Sales & Marketing
Finance
Human Resources
Revenue Optimization
L1
F&B Kitchen
F&B Service
Engineering
Rooms
Information Technology
Housekeeping
Security
L2
Health Club & Spa
Reservations
Hygiene & Sanitation
L3
Finance Division
L1
Director of Finance
L2
Asst. Director of Finance
L3
F&B Cost Control
Credit
Purchasing
Income Audit
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Sales & Marketing Division
Director of Sales & Marketing
L1
L2
Sales
Communications
L3
Events
Management
Revenue Optimization Division
Director of Revenue Optimization
L1
L3
Revenue Manager
Reservations Manager
Management
Human Resources Division
Director of Human Resources
L1
L2
Government Relations
Director of Learning & Development
Administration & Employee Relations
----------
Recruitment
L3
Colleagues Accommodation
Medical Services, Clinic
L4
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Engineering Division
Director of Engineering
L1
Asst. Director of Engineering
L2
SM – Engineering
L3
(FLS)
Rooms Division
Resident Manager
Dir of Rooms
L1
Housekeeping
Health Club
L2
& Spa
Front Office
Horizon Club
L3
Concierge
Telephone
Laundry
L4
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Food & Beverage Service
Director of F&B
L1
Assistant Director of F&B
L2
Room Service
I Kandy
Shang Palace
Hoi An (Vietnamese)
Banquet
Balcony Bar
Dunes Café
Stewarding
(Chinese)
Lobby
L4
Lounge
Food & Beverage Kitchen
L1
Executive Chef
Executive Sous Chef
L2
Chinese Executive Chef
L3
Pastry / Bakery
Banquet / Ikandy
Dunes Cafe (International Buffet)
Room Service / Garde Manger
Hoi An (Vietnamese)
Shang Palace (Chinese)
Horizon Club
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Your First Three Months
Whilst the first few weeks in a new job are exciting, they can also be daunting, especially if this is your first time in Dubai. We are here to help you enjoy a smooth arrival and receive a thorough induction, so you understand about living in Dubai and working at Shangri-La Dubai. Living in Dubai Islam is the predominant religion in the U.A.E. and whilst, the country is highly tolerant towards expatriates, who are given a great deal of freedom, there are certain standards of behavior that must be strictly adhered to protect the culture and traditions. Drugs There is a zero tolerance towards illegal drugs and substances. Certain prescription drugs are also illegal, and it is important you must produce a doctor’s note when carrying these drugs. Alcohol Alcohol consumption is closely regulated and is confined to hotels and licensed bars. It is against the law to walk in the street drinking alcohol or to be drunk in a public place. There is zero tolerance to drinking and driving. Dress code Women should avoid wearing revealing outfits in shopping malls and streets. Shoulders and knees should be covered. Men are not allowed to go bare chested. Shorts and skirts should be an appropriate length. Swimwear may not be worn unless you are at the beach. Public displays of affection in public, even between married couples, are frowned upon.
If you are caught violating any of the above points you face, fines, prison sentences and deportation.
I Dubai Code of Conduct
Accommodation Upon arrival you will be escorted to your accommodation, and you will be briefed on the facilities & services and the transportation schedule between the accommodation and the hotel. If you are a management colleague, you will be provided with temporary accommodation for 1 month to give you time to find your own accommodation. You cannot sign a lease agreement until your residence visa is processed. Please arrange to meet with the Assistant Director of Human Resources prior to sourcing your accommodation, so you understand all the requirements and pitfalls. P Temporary accommodation for management colleagues
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Induction, Orientation and Learning
HR Induction On your first day of work you will be asked to complete the HR Induction. Human resources will: • Ask you for your passport so your visa can be processed. • Help you open a bank account where your salary will be deposited into it. • Make an appointment for you to have a medical checkup. • Ask you to complete other forms with your personal details such as next-of-kin contact details. • Explain the important things that you need to know about immediately. Departmental and Management Induction If you are a Service Associate or Service Leader, you are given a comprehensive overview of other departments in your division to learn basic product knowledge and understand how the other departments relate to your role.
If you are a management colleague, you are given a comprehensive overview of all the divisions.
Orientation Whilst department and division induction give you information relating to your job, orientation gives you an overview of the hotel and the company. It is designed to welcome you into the Shangri-La family and help you understand our culture and the way we behave. Job Descriptions Part of employment you have been sent a job description. If you transfer to a new role, you will be given a job description that outlines the tasks and responsibilities of your job. You need to understand this document, so please ask if you are unsure about anything it contains. Departmental On-the-Job Training Your Departmental Trainer will organize for you to be trained on all aspects of your job. This may include. • Further explanation of your job description if required. • Technical skills training • Training on relevant computer systems • The Shangri-La Experience on Shangri-La online academy and on the job • Standard Operating Procedures • Guest Loyalty Programs • Department policies and procedures Shangri-la Learning Programs There are several programs in the ‘Shangri -La Way ’ series that will show you how to look after our guests and deliver the Shangri-La Experience. You will attend these within the first six months of your employment.
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Compliance Training Depending on your job you will be required to attend training to ensure we comply with company policies, programs, and local legislation. These include topics such as Fire, Life & Safety, Food Hygiene, Corporate Social Responsibility, and IT Awareness, First aid and Dubai way courses.
Who does what? Here are the people who can help you in your new role and answer your questions.
Your manager Your manager looks after you regarding your roster, job description, working hours, leave applications and any questions relating to your job or department. It is always a good idea to ask your manager first before going to another department as they may have the answer or be able to point you in the right direction.
Paymaster The paymaster will be able to answer your questions about your pay slip or bank account.
Human Resources The Human Resources team looks after. • Your terms of employment • Human Resources policies & procedures • Emergencies • Name badges • Travel arrangements • No Objection Letters (see below) • Company ID cards • Colleague social and sports activities • Grievances
In addition, there are specialists within Human Resources that can help with specific enquiries.
The Colleague Services team looks after.
• Anything to do with colleague accommodation and liaises with managers regarding their accommodation leases. • First aid for colleagues and guests • Medical assistance and advice • Medical insurance • Occupational health cards • Colleague health awareness and fitness programs • Colleague restaurants • Colleague transport between the hotel and accommodation and other special schedules • Prayer room • Smoking Room
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Colleague Lounge
•
Lockers
•
Colleague departures
•
The Government Relations team looks after. • Visas applications, transfers, and cancellations • Passports • National ID cards • Licenses
The Recruitment team looks after. • Relocation •
Internal transfers and promotions
The Learning and Development team looks after. • All internal and external training programs • E-Learning on Shangri-La Academy online • Cross training •
Career development Succession Planning
Official Documents Passports
Upon arrival, you need to submit your original passport to Human Resources to process your medical tests, residence visa and Emirates ID. After receiving your Emirates ID, you must collect your passport from Human Resources by completing a “Passport Withd rawal Form”. The passport is your property and ensure that it is kept in safe and renewed on time. Visas Non-UAE nationals must have a valid residence and employment visa and be under an employer’s sponsorship to be able to live and work in the UAE. Visa validity is two years, and we pay the cost. You may have to pay to have your documents attested. Before you get your residence visa you must attend a medical examination. If you fail the medical evaluation, you will not be allowed to live or work in the UAE.
When you stop working for Shangri-La Dubai, your visa is cancelled or transferred to your new employer.
No Objection Letters As your sponsor we are responsible for you whilst you are working with us. The UAE law requires that the sponsor provides a no objection letter for many services from government or official parties.
Some of these services include, applying for a driving or a liquor license, a bank loan, to
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opening bank account, DEWA connections, an internet or telephone line. Human Resources can provide these letters upon request. Please ensure you tell us who the letter should be addressed to. The letters can be provided in English or Arabic. Occupational Health Cards In certain jobs you require an Occupational Health Card. These are mainly for food handlers but include many other roles. To obtain your card you will need a medical check every year. We will tell you when your appointment is due. Medical Insurance Card You will be issued with a medical insurance which gives you access to medical services. The medical insurance is linked with your Emirates ID. You will need to produce your Emirates ID at the time of consultation/treatment. If you are unable to produce your Emirates ID, you will need to pay for the treatment in advance. I Company ID card You will receive your company ID card when your employment visa is approved. You must always keep it with you as it shows you have permission to work in the UAE and you may be asked to produce it by external authorities such as the police.
If you lose your card, you must report it to Human Resources for security reasons. You will be charged the cost of replacing the card.
National ID card This is an ID card issued by the government for all Dubai residents. We will help you organize the card and cover its cost.
Your Bank Account and Payment of Salaries Your salary and other payments are paid into your bank account by the last day of the month for the hours you worked in that month. If you are new to the UAE, we can help you open an account once you have your residence visa. If you already have an account, you can give us your account details during your induction.
If you join after the 20th of the month, you will not get paid until the end of the following month.
When you first arrive, we can give you an advance on your salary to help you cover your initial expenses until you receive your first pay. We can also pay your first month’s salary in cash until your bank account is open.
If you want to change your bank or close your account, you need to get a ‘No Liability Letter’ from your existing bank stating you do not owe them any money or close your bank account. The bank may charge you for the letters.
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Probation Period The first three months of your employment is a probation period. This does not apply if you have transferred from another Shangri-La hotel or been promoted or transferred to a new role internally. During this time, you will receive all the training and coaching you need in order to fulfil the responsibilities of your role and understand what our expectations are in regard to how we conduct ourselves at Shangri-La. Upon completion of one month, your manager will conduct performance review meeting “Pulse Meeting” and discuss the strengths and areas for improvement. Based on the discussion, they will arrange the necessary training. Upon completion of two months at work, you will formally meet with your manager who will evaluate your performance, conduct and attendance using the Probation Evaluation Report.
During the probationary period, you are entitled to Public Holidays and Weekly Off. However, you are not entitled to take paid sick in line with UAE labour law.
Termination during the Probationary Period If termination is made by the hotel: Hotel will provide you 14 days’ written notice. If termination is made by colleague and if the colleague is moving to another employer within UAE , the colleague shall provide 30 days’ notice period. The new employer shall compensate the hotel with the recruitment cost at full expense. If the colleague is leaving the country, t he colleague shall provide a 14 days’ written notice period. The colleague shall provide a copy of the ticket to Human Resources . If the same colleague returned to the country within 3 months of departure to have another employment in another company, the new employer shall pay the hotel for the recruitment cost during the initial hiring.
Once you have passed your probation, you will receive a letter confirming your employment and will be entitled to all your employment benefits.
Getting Involved When you join Shangri-La, you join a large family. In Dubai, this is especially important as most of us leave family and friends behind in our home countries. When you first arrive, it is important to have the support of fellow colleagues and we invite you to join in the many activities we organize to ensure we have fun and create a family and community focused team. Here are some of the ways you can get involved: • Volunteer for a focus group or colleague committee whenever HR requests. This gives you the opportunity to interact and share your valuable ideas. • Participate in one of many sports and social activities. Throughout the year we put together inter-departmental and inter-hotel teams to play tournaments such as cricket, football, basketball, and billiards.
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• Help organize colleague events, such as our annual colleague party.
• Participate in colleague related Environmental Social and Governance (ESG) activities such as fund-raising events, exercise programs and health awareness activities.
If at any time during your employment you need a shoulder to cry on, some friendly advice or just feeling homesick, please talk to a trusted colleague, your Manager, an Executive Committee member, or someone in the Human Resources team who will be happy to listen. We’ve all been in the same situation and will do everything we can to lend support.
Diversity in the Workplace
Shangri-La Dubai is a multi-cultural operation, employing people from over nationalities with different religious beliefs, backgrounds, and traditions. All these different cultures bring different viewpoints and ideas, different languages, and ways of working. This means we embrace differences, create a sense of belonging and encourage everyone to work together to create the Shangri-La Experience.
National Development (Emiratization)
Whilst we rely heavily on expatriate colleagues, our first preference is to support local talent. We do this by creating job opportunities, providing special training programs, and encouraging the growth and development of our UAE National colleagues.
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Colleague Communication and Engagement
Our philosophy is that we will always be open, transparent, and honest in our communications and encourage interactive communication and engagement between managers and colleagues.
To achieve our mission of creating engaging experiences for our guests, it is important that we share information to keep you informed. Managers also need to be aware of any suggestions you may have or issues that need addressing to enhance guest service.
Your feedback and opinions are also important to us to make Shangri-La Dubai a great place to work.
We use many different methods of communicating, including daily briefings, dialogue sessions, Digital Screens in Heart of the House SLDB Facebook and Shang intranets, logbooks, notice boards and newsletters.
We have committees of colleagues who give us feedback on a regular basis on specific topics such as colleague restaurant.
When we work on a project affecting colleagues, we may hold focus groups to get your viewpoints or invite you to join the project team.
Pulse Survey Each year we carry out a confidential employee experience survey. We share the results with you and use your feedback to improve working and living conditions. Town Hall This is a bi-annual meeting, chaired by The Executive Committee, giving you an overview of how the hotel is performing. IT Our IT services aim to provide efficient, reliable, innovative, and secure technology solutions to help us achieve our goals. We have strict policies on the use of computers and emails at work. If you have access to the IT systems, you will be asked to sign that you understand and agree to abide by these policies.
If you have a personal email address, you must not use the ‘out of office’ but redirect your emails to another colleague so all emails get answered in your absence.
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Social Media Social media is a form of open communication that impacts on our professional and personal lives. Sites include Facebook, Instagram, Twitter, LinkedIn and many more. It is important that we use these forums in an appropriate and responsible manner. The following guidelines give a summary of the expected behavior of colleagues using these sites on behalf of Shangri-La or for personal use. • Always express ideas and opinions in a respectful manner • You must respect the privacy of other colleagues and guests. • Do not make offensive, objectionable, or inflammatory comments. • Do not discuss any work-related issues. These should be addressed internally and not posted on open communication channels that may be read by thousands of users. • Do not share any company confidential information. • Do not comment on rumors.
Policy Title: Social Media Policy
1.
INTRODUCTION 1.1
The Internet and social media have transformed the way the world communicates, connects, and works. To help our employees navigate this “always - on” world, we have updated our Social Media Guidelines. Whether accidental or intentional, inappropriate, or wrongful use of social media by Shangri- La Group’s employees, hotels, resorts, and other businesses can have damaging consequences to our corporate reputation and, in some cases, may be against the law or regulations where we do business. To avoid any problems or misunderstandings, the following Social Media Guidelines provide practical advice and guidance on how employees should conduct themselves online to protect our brands, corporate reputation, and data security.
1.2
2.
SCOPE 2.1
These Guidelines apply to postings and comments on all forms of social media, including WeChat, Facebook, LinkedIn, Twitter, Weibo, Google+, Wikipedia, WhatsApp and Snapchat, and all other social networking sites, Internet postings, blogs, online forums, and new tools as they emerge.
3.
GUIDELINES
Unless local laws and regulations require higher compliance standards than these Guidelines, the following principles and guidance will govern
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the use of social media by all personnel of Shangri-La Group, its hotels, resorts, and other businesses. 3.1 Please familiarize yourself with and follow the Shangri-La Group Code of Conduct and Ethics. Social media must never be used in a way that breaches any of our corporate policies, including the Corporate Data Protection Policy, or breaches any data protection laws or regulatory requirements. For example, we should never disclose personal information about a guest online.
3.2
Ensure your profile and any content you post on social media are consistent with the professional image you present to our guests and colleagues. Use of social media and online activities should not interfere with performing your job responsibilities or commitments to guests. Take care to make sure your social media communications do not damage our businessinterests or reputation, even indirectly.
3.3
3.4
3.5
Be respectful to others when making any statements on social media.
3.6
Only very few people in our company are official spokespersons for Shangri-La Group orits brands. If you are contacted for comment about Shangri-La Group for publication anywhere, including in any social media outlet, direct the enquiry to your Marketing andCommunications Department for their handling. Do not respond without written approval. If your duties require you to speak on behalf of Shangri-La Group in a social media environment, you must secure approval in advance from your manager, who may require you to undergo training before you do so and impose certain requirements and restrictions regarding these activities. Do not express opinions on behalf of Shangri-La Group via social media, unless expressly authorized to do so by your manager or Corporate Communications. If you are uncertain or concerned about the appropriateness of any statement or posting, refrain from posting it until you have discussed it with your manager or Marketing and Communications Department. Official company posts on Shangri- La Group’s public social media channels may be shared on employees’ personal social media channels. However, do not include Shangri-La Group's logos or other trademarks as part of your profile on any social media. Do not share content from internal social media channels such as Yammer or post confidential information about Shangri-La Group on any social media platforms. For example, this would include unannounced hotel openings or new guest initiatives beingplanned that have not yet been announced. We must not do anything to jeopardize our trade secrets, confidential information, and intellectual property.
3.7
3.8
3.9
3.10
3.11
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3.12
Shangri-La is a publicly listed company traded on the Hong Kong Stock Exchange and must follow the Stock Exchange’s rules regarding certain types of announcements and disclosures. To ensure our compliance, do not discuss financial topics related to Shangri- La Group and/or predictions of future performance. If you wish to undertake targeted marketing or direct marketing via social media, you must first speak to your Marketing and Communications Department to ensure compliance with applicable direct marketing laws and regulations. Keep your passwords and access to your social media accounts confidential and secure. If you see social media content that disparages or reflects poorly on Shangri-La Group, our hotels, resorts and services, or our guests and colleagues, you should contact your Marketing and Communications Department or Corporate Communications. Do not use social media to: a. defame or disparage Shangri-La Group, our hotels, resorts and services, our guests,colleagues, personnel, or anyone associated with Shangri-La Group. b. harass, bully, or unlawfully discriminate against colleagues or third parties. c. make false or misleading statements; or d. impersonate guests, colleagues or third parties. Do not post the following content on social media: a. violent or cruel content. b. content that hurts the racial or religious feelings of another individual. c. personal data (e.g., name, contact details, pictures etc.) of any guests, colleagues,personnel, or anyone associated with Shangri- La Group without their permission; or d. content that brings hatred or contempt against a government in violation of local lawsand regulations d. content that brings hatred or contempt against a government in violation of local lawsand regulations. If a social media conversation you are participating in relates to our business or industry, you should ensure that all your comments follow these Guidelines. You should ensure that none of your comments can be viewed as made on behalf of the company. Where applicable, our HR team may use Internet searches to perform due diligence oncandidates during recruitment. Where we do this, we will act in accordance with our HR guidelines and our data protection and equal opportunities obligations.
3.13
3.14
3.15
3.16
3.17
3.18
3.19
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3.20
Shangri-La Group reserves the right to monitor, intercept and review, without further notice, employee activities using our IT resources and communications systems, including but not limited to social media postings and activities, to ensure that these Guidelines are being complied with and for legitimate business purposes and you consent to such monitoring by your use of such resources and systems. If you suspect any non-compliance with these Guidelines, or if you have any questions, please contact our Data Protection Officer by email at dataprotectionofficer@shangri-la.com.
3.21
4
PROCEDURES FOR VIOLATIONS 4.1 Employees, supervisors, and managers who become aware of any violation or suspectedviolation of this Policy must contact your Human Resources Representatives immediately. 4.2 All employees of Shangri-La Group are required to comply with these Guidelines. An employee may be required to remove any social media content considered to be in violation of these Guidelines, and individuals in breach of any of the Guidelines may facedisciplinary action, including termination of employment.
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Terms of Employment
Your letter of appointment is a legal document, and it explains what you and SLDB have agreed to in terms of your employment. You will also be given a schedule of entitlements that explains your benefits in detail.
1.1 Employment Your employment with the Hotel is subject to obtaining from the appropriate authorities in the United Arab Emirates a residence permit for employment under the sponsorship of the Hotel. A satisfactory completion of a physical examination by the Dubai Health Authorities upon arrival in Dubai, all within a period of 60 days from the date indicated in the letter of appointment. Failure to comply with such legal requirement, the working permit shall be deemed cancelled and of no force or effect.
Your employment agreement is valid for 3 years from your joining date.
1.2 Sponsorship According to UAE Labour Law, our employees are sponsored by SHANGRILA DUBAI HOTEL L.L.C. While employed by the Hotel, staff shall devote their whole time and attention to the service of the Hotel and shall not be engaged in any other business or occupation or be in any way connected with any other business, company or concern without the prior written consent of the Hotel.
1.3 Promotion It is the Hotel’s policy to promote from within whenever possible. Probation period reports, annual performance development reviews, conduct and attendance records, etc. will be taken into account when considering candidates for promotion.
Vacancies will be posted on the colleagues’ notice board together with a set of criteria of qualifications / experience required. Qualified employees are encouraged to apply for these vacancies.
1.4 Termination of Service After the completion of the probation period and receipt of the confirmation letter, either party may terminate this employment by giving 60 days’ notice as per your letter of appointment in writing or payment in lieu of notice. The employment hereunder may also be terminated by the Company immediately without notice or payment in lieu of notice in any of the events set out in Article 44 of the UAE Labour Law.
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1.5 Transfer The Hotel Operator reserves the right on reasonable notice to require you to work at such other places or relocate to any other location at any time during your employment either temporarily or permanently to meet the needs of the business. The Hotel will take domestic circumstances into account in any decision to relocate the employee.
Salary and Related Payments
Salary Structure Every position has a minimum and a maximum salary for the position, called a salary structure (band). Exactly where you are paid within the band is determined by your experience, skills, and performance.
Each year we carry out a salary survey and compare our salaries to those of other hotels and related businesses in Dubai to ensure we are paying fair and competitive salaries.
Pay slips Your salary will be paid into your bank account monthly. You can view or print your pay slip via the Oasys system. Your pay slip will give you a breakdown of your salary and other additional payments and any deductions you have incurred. It will also tell you how many leave days you have accrued.
Your manager will show you how to use the Oasys and the Paymaster can answer any questions you have about your pay.
Additional payments Service charge
Service charge is distributed equally to all Service Associates, Service Leaders, and Service Managers monthly. The payment is included in the payroll at the end of the following month in which it was earned. For example, the service charge collected in February will be paid at the end of March.
You will receive service charge when you are on paid vacation, but not when on unpaid, sick, maternity, and compassionate leave or for any other absence.
You will receive service charge when you are on probation.
As service charge is a percentage of revenue, everything you do to increase sales automatically increases your payment. Providing excellent guest service by engaging with the guest, offering additional services and products, and actively participating in promotions and incentives will increase the amount that is distributed.
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For paying service charges to colleagues who are leaving the company, they will be paid an average service charge of AED 300/- for the month of May, June, July, August, September, and AED 600/- for all other months. If colleague’s last working date is between 1 st to 20 th of the month, he/she is entitled to fixed service charge of the previous month as mentioned above. If colleague’s last working date is between 21 st to 31st of the month, he/she is entitled to actual service charge of the previous month.
This amount will be pro-rated to their last working day and will be paid in their final settlement.
Incentives There are several incentive schemes in operation that reward colleagues for increasing revenue. Ask your manager if your department participates in any of these schemes. P Internal casuals When we are busy there may be opportunities to earn extra pay by working in another department, such as Banqueting, as an internal casual. The rate of pay for these assignments is a higher rate than standard overtime payments.
Internal Casual opportunities are communicated via briefings and notice boards. P
Colleague Referral Program We believe word of mouth is a great way to find people who would like to work here. If you refer a friend, relative or acquaintance and we hire them, we will pay you a referral bonus once they complete probation.
If you wish to refer someone, you must complete the Colleague Referral Application Form to qualify for the payment. Some positions, such as colleagues working in Human Resources, are not eligible to participate in the program due to conflict of interest.
This is what we will pay you. • If you refer a Service Executive, we will pay you AED 9,185 • If you refer a Senior Service Manager, we will pay you AED 3,675 • If you refer a Service Manager, we will pay you AED 3,675 • If you refer a Service Leader, we will pay you AED 735 • If you refer a Service Associate, we will pay you AED 735
The level or position of the referring colleague has no bearing on the amount. P
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Allowances: Transportation Allowance
If you use your own car for business purposes, you may be entitled to receive a transportation allowance as per the hotel policy. If you use your car occasionally for work purposes, you may be able to claim for the mileage that you use.
Any allowance paid for transportation does not include travelling between home and work, unless you are located off-site. P
Mobile Phone Allowance Mobile phone allowances are paid to colleagues whose job requires them to use a mobile phone for business purposes as per the hotel policy.
Colleagues receiving this allowance are expected to be available to take calls 24/7. P
Arabic Language Allowance Arabic national colleagues at Service Associates and Service Leader level, who speak, read and write Arabic receive a monthly language allowance.
Other nationalities, who speak, read, and write Arabic can apply to be assessed in the Arabic language. If competent they will also receive this allowance.
This allowance does not apply to UAE national colleagues. P
Split Shift Allowance Colleagues whose job require to work a regular and steady schedule of split shifts are entitled to the allowance along with their monthly salary and other allowances they may be entitled to. P
All the above allowances are removed if you are absent from work on any type of leave except on a day in lieu.
Retirement Scheme Senior management colleagues are enrolled in the Shangri-La Hotels and Resorts retirement scheme. If you are eligible, Human Resources will give you more details. The retirement scheme is in addition to your end of service benefit.
End of Service Benefits When you leave Shangri-La Dubai, you will receive an end of service gratuity payment as per the UAE Labour law.
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Pension Scheme (UAE National Colleagues) If you hold ‘Kholaset Al - Qaeid’ you will be enrolled in the UAE pension scheme. We pay 12.5% of your basic salary into the fund monthly and you pay 5%. This payment will be in lieu of the end of service gratuity.
Annual Bonus An annual bonus is paid entirely at the discretion of the owners, however, usually depends upon the financial success of the Hotel and your performance review rating. Employees who have final written warning and performance review rating of 1 and 2 are not entitled to annual bonus.
Hours of Work and Leave
Hours of Work Expatriate colleagues work 48 hours per week. The number of hours you work per day and the days off you receive each week will depend on which department you work for and the shifts assigned to you. The same applies for days off.
UAE National colleagues work 40 hours, 5 days per week.
Time and Attendance We operate a face recognition system to record time and attendance. We use the information to determine salary payments and to record who is present in the building in the case of an emergency evacuation.
You must enter and leave the building through the colleague entrance at the B2 tunnel where the face recognition machines are located. The data captured from these machines are used for fire, life and safety and emergency evacuation purposes.
You must ‘ clock ’ in and out; at the beginning and end of your shift; any time you leave the building during your shift; any time you enter or leave the building on a day off. These machines are in B1 next to the laundry. The data captured from these machines are used for payroll time and attendance purposes.
If you do not ‘ clock ’ in/out, you may be recorded as absent, and your salary adjusted accordingly.
The start time of your shift is shown on your roster, and it means you need to be ready, in your department, ready to start work at this time.
Breaks All colleagues are entitled to take a one-hour unpaid meal break during every shift. This
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means you will be scheduled for one extra hour per day to cover this break. Service to the guest is the priority and break times may need to be adjusted depending upon the needs of the business.
Ramadan Hours During the Holy month of Ramadan, working hours are reduced by two hours a day for all colleagues. For fasting Muslim colleagues, working in the fasting hours, the scheduled hours will be further reduced by one per day as a meal break is not taken. Non fasting colleagues will be rostered for a meal break as usual. Nursing Hours If you are a female colleague nursing your baby, you are entitled to take 2 additional half hour breaks for the 18 months following the birth of your baby. By agreement with your manager, you can combine these breaks to start one hour later or finish one hour earlier during this period. Additional Hours During busy times, you may be required to work additional hours to ensure guest service levels are maintained. To receive an overtime payment, the Overtime requisition form must be raised and approved in advance. Your manager must approve these hours in advance otherwise you may not be compensated. Lieu Days Lieu days must be taken within 30 days being earned. If they are not taken within this time due to business conditions, extensions form be raised with justification and need to be approved by Resident Manager or General Manager.
If the public holiday falls whilst you are on annual leave, you are not entitled to an extra day. You are entitled to a public holiday whilst on probation.
Annual Leave Once you have worked at Shangri-La Dubai, for 12 months you are entitled to 30 calendar days of annual leave per year. You must schedule your vacation dates to resume duty and work at least three days to avail the ensuing weekend.
You are entitled to annual leave during your probation. Between six to twelve months of service your annual leave will accrue at the rate of 2 days a month.
To avoid disappointment, it is recommended that you request your leave in plenty of time, but at least 30 days in advance. Your manager will approve or deny your request depending on how busy it is and how many other colleagues are on holiday. You are asked to make every effort to clear your leave in the year it falls due, and you may not accrue more than 10 days from the previous year. Your manager may ask you to take leave at any time based on operational needs.
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If you fall sick or a public holiday fall during your annual leave you are not entitled to take additional leave.You may ask for your salary to be paid in advance of your leave. This is done in the system when requesting your leave. Your advance salary will, be available to collect 7 days before you go on leave. If you do not request salary in advance, your salary will be paid into your bank account on the usual date, regardless of your leave period.
Sick Leave If you are sick and cannot come to work, tell you manager as soon as possible but at least two hours in advance of your shift.
You need to visit a doctor and get a medical certificate in order to claim sick leave. Upon returning to work you must give the certificate to our hotel Nurse. If you do not produce a medical certificate, the absence will be counted as unpaid.
You are not entitled to any paid sick leave during the probationary period. You are entitled to the following amount of sick leave each anniversary year.
You are entitled to a sick leave of not more than 90 days per year, only after the end of probationary period. The 90 days’ sick leave can be continuous or intermittent, and the salary is paid as follows:
full pay for the first 15 days half pay for the next 30 days. no pay for the rest 45 days.
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No sick leave will be paid if the illness is the direct result of the colleagues’ misconduct (such as consumption of alcohol or narcotic drugs).
Maternity Leave Maternity Leave is a period of absence from work granted to a mother before and after the birth of her child. Woman colleagues shall notify Human Resources about the pregnancy and expected date of birth as early as reasonably practical. This shall be a written notification accompanied with a medical certificate stipulating the expected childbirth from an approved physician. Woman colleagues are entitled to maternity leave with pay for a period of 60 days (45 days’ full pay and 15 days’ half pay) including the preceding and following period of her confinement. There is no qualifying service requirement, and the policy covers the case of stillborn babies and new-born deaths (miscarriages). In addition to the above, they are also entitled to 45 unpaid leave days if she suffers pregnancy-related illness. This period of leave shall not be included when calculating end of service gratuity.
During the 18 months following the colleague’s delivery of new -born baby, the nursing mother in addition to any prescribed rest period, be entitled to two (02) additional breaks
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each day for the purpose of breastfeeding and taking care of the baby, neither of which shall exceed half an hour.
Any rest day or public holiday that falls during the maternity leave will be regarded as part of the maternity leave and will not be compensated afterwards.
Parental Leave is 5 days paid leave provided to father and mother to look after the new- born baby and family. It can be taken immediately following the birth of the child or sometime in the six months that follow. It does not have any qualifying service requirement and must be supported with the child’s birth certificate.
The policy is applicable for colleagues whose dependent(s) are residing in the country or colleagues travelling to his country where the child is located.
This leave is separate from the annual leave and maternity leave.
Compassionate Leave
Upon the death of an immediate family member, you are entitled to take compassionate leave.
Immediate family members are classified as mother, father, brother, sister, husband, wife, child, parents-in-law, and grandparents.
Compassionate leave will be granted whilst you are on probation but if you do not pass your probation period, the days you took will be deducted from your final pay.
You will be asked to provide supporting documentation when you return from leave to qualify for payment.
Emergency Leave Emergencies can include injury, sickness or death of a close family member, and national emergencies and natural disasters. If you have accrued annual leave, you can take the emergency leave as annual leave, otherwise it will be unpaid. Unpaid Leave In exceptional circumstances you may be able to take up to 15 days of unpaid leave. You will need special approval from your manager to extend it further and the decision will depend upon your particular situation and how busy your department is.
Unauthorized Absenteeism
Unauthorized absence is when you are not at work without approval. It includes. • Lateness • Leaving work without prior approval before the end of your shift • Returning late from breaks • Failing to report for work without due notice.
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• Failing to return from leave on the scheduled date.
If you are unable to report for work as scheduled, you must inform your manager at least 2 hours in advance so that alternative arrangements can be made. If you are running late, you must inform your manager why you are late and give your expected arrival time.
If you do not return from leave on the scheduled start date without a valid reason and approval, the absence will be counted as unauthorized and corrective action will be taken.
If you take an unauthorized absence of more than 7 consecutive days, you may be dismissed without notice. - If you take unauthorized absence of more than 20 non- consecutive days in one calendar year you may be dismissed without notice. Applying for Leave You apply for all types of leave and lieu days through the e-docs system. Leave is only considered to have been approved once it has gone through the entire approval process. Vacation Air tickets Expatriate colleagues are entitled to a return economy air ticket to their ‘Point of Repatriation’ as stated in your Letter of Appointment. Air ticket allowance will be paid on anniversary month along with your salary as per the air ticket allowance policy. Based on your job grade and employment contract, you are eligible to an allowance equivalent to a return economy class air ticket to your point of repatriation after completion of every 1 year for level 1,2 and 3 colleagues. For level 4 and 5 colleagues, to support your annual leave plan, the hotel will pay you 50% of your air ticket allowance on an annual basis on your anniversary month which will be reflected in your pay slip. In case your employment ends for whatever reason before completion of every 2 years of service, you are liable to repay the advance payment which will be deducted from your final settlement.
Leave - in Advance In certain circumstances you may be asked to take leave in advance. The advance leave amount will be deducted if you leave the hotel on a pro-rata basis.
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