Welcome to Shangri-La Bosphorus, Istanbul Family! Colleague Handbook
Dear Colleague,
We are delighted to welcome you to the Shangri-La family.
The Shangri-La Bosphorus, Istanbul Colleague Handbook is issued for your reference, the contents of which may be amended or updated by Management from time to time.
After you have carefully read these pages, please discuss any questions you may have with your Service Leader, Service Manager or the Human Resources Division.
We wish you a successful and long career at Shangri-La Bosphorus, Istanbul.
Human Resources Department
Welcome Message from General Manager
Dear Colleagues,
It gives me great pleasure to welcome you to the Shangri-La Bosphorus, Istanbul Family. Congratulations on your appointment and thank you for choosing our Hotel to pursue your career. We strongly believe in hiring the best people who have the right attitude and potential. Obviously you have these qualities. Our expectations of you are high, particularly in view of the high expectations of our customers and the highly competitive environment in which we operate. We expect you to ensure consistent, high standards of customer service at all times. In return, we are committed to providing an environment where you will feel valued appreciated and involved and where you will be able to achieve your personal and career goals.
The objective of this handbook is to ensure that you have all the information to assist you in your new job environment to provide appropriate information about the Hotel, your employment/career and our goal of building strong customer loyalty, which is absolutely essential to our success. If there is anything you do not understand, please feel free to ask or talk to your supervisor or the Human Resources Division.
Again, thank you for choosing to work for Shangri-La Bosphorus, Istanbul and I wish you every success in your career.
Yours sincerely,
Bechara Sader General Manager
COLLEAGUE HANDBOOK / INDEX
PART I.
COMPANY PROFILE OUR HERITAGE THE SHANGRI-LA CULTURE CORPORATE CULTURE COMPANY MILESTONES OUR BRANDS
PART II.
OUR HOTEL: SHANGRI-LA BOSPHORUS, ISTANBUL OUR HOTEL STORIES LOCATION ACCOMMODATION FACILITIES MEETINGS & EVENTS ORGANIZATION CHART OUR PRACTICES OUR INTERNAL EVENTS
PART III.
TERMS OF EMPLOYMENT
COLLEAGUE BENEFITS HOUSE RULES AND REGULATIONS GENERAL RULES AND REGULATIONS SECURITY FIRE, HEALTH AND SAFETY LEARNING AND DEVELOPMENT GENERAL INFORMATION
PART IV.
OTHER POLICIES AND PROCEDURES
PART 1
1. Company Profile
1.1. About Tanrıverdi Group
Founded in 1904 by Tanrıverdi family, Tanrıverdi Company first engaged in retail store activities. Tanrıverdi Mensucat was established in 1970 for the wholesale and retail of home textile products. In 1986, the first fabrics the group started to produce were macramé, embroidery and sconce. From 1986 till now, adding yarn twist, weaving, dyeing, fabric paint finish, curtain, upholstery apparel and chemical production, Tanrıverdi Group became one of the leading curtain producers. In 1995, all companies united under Tanrıverdi Holding Company. With exports to more than 80 countries in the world the group constantly renovated and adapted to the latest technologies. Known as a reliable and respected curtain manufacturer, the group’s investments in real estate and energy continue to this day. The group employs 3,100 people. The Tanrıverdi family is from Samsun and since 1992, has built five high schools and three student dormitories in Samsun. The family is now building a university.
For more information, please go to www.tanriverdi.com
1. Company Profile
1.2. About Shangri-La Group
Shangri-La Group is part of the parent company - The Kuok Group, which began its business as Kuok Brothers Limited in 1949 in Johor Bahru, Malaysia: trading in rice, sugar and wheat flour. The Shangri-La Group was founded by Mr. Robert Kuok.
Our Shangri-La Group Global Leaders;
LIM Beng Chee Group Chief Executive Officer
Hui KUOK Chairwoman
1. Company Profile
1.2. About Shangri-La Group
The Shangri-La story began in 1971 with our first deluxe hotel in Singapore. Inspired by the legendary land, featured in James Hilton's 1933 novel, Lost Horizon, the name Shangri-La encapsulates the serenity and service for which our hotels and resorts are renowned worldwide.
Today, Hong Kong-based Shangri-La Group is Asia Pacific's leading luxury hotel group, and are also regarded as one of the world’s finest hotel ownership and management companies.
With more than 100 hotels and resorts throughout Asia Pacific, North America, the Middle East, and Europe, the Shangri-La Group has a room inventory of over 40,000.
Shangri-La Hotels are five-star luxury hotels located in premier city addresses across Asia, Middle East, North America and Europe. "To treat a stranger as one of our own" characterizes the hospitality one can expect from Shangri-La. Discerning travellers will enjoy world-class service amidst tranquil surroundings, coupled with inspirational architecture and design. The finest dining experiences at every hotel and resort ensure that every palate is pampered. But what makes each stay truly memorable is something even more exquisite and rare - Shangri- La’s special kind of hospitality, Hospitality from the heart.
1. Company Profile
1.3. Global Recognition of Excellence
• Best Hotel Chain in Asia Pacific, DestinAsian Readers’ Choice Awards (Asia)
• Best Business Hotel Brand in Asia-Pacific, Business Traveller Asia-Pacific Awards
• Best Business Hotel Chain in China, Best in Business Travel Awards, Business Traveler (US)
• Best Hotel Brand in China, Business Traveller China Awards
• Best Business Hotel Chain in Asia Pacific, Business Traveller UK Awards
• Best Hotel Brand in Asia, SmartTravelAsia.com Best in Travel Poll (Hong Kong)
• Best Luxury Hotel Brand, TTG Travel Awards (Asia)
• Best Luxury Hotel Brand in Greater China, TTG China Travel Awards
• One of the World’s Best Hotel Groups, Telegraph Travel Awards (UK)
• Shangri-La Asia – index component, Dow Jones Sustainability Indices
You may visit www.shangri-la.com for regular updates.
(http://www.shangri-la.com/corporate/about-us/awards/)
Shangri-La Offices Around the World
Shangri-La Group has 2 Headquarters: Hong Kong & Singapore
Region: Europe & Americas Office: London
Region: North China Office: Beijing
Region: East China Office: Shanghai
Region: Middle East, India & Indian Ocean Office: Dubai
Region: South China Office: Hong Kong
MEIA (Middles East, India, Europe and Americas)
Area: Hong Kong, Taiwan, Japan, Korea Office: Hong Kong
Region: Southeast Asia and Australasia Office: Singapore
Our Hotel reports to MEIA (Middle East, India, Europe and Americas) region. Our region is located in Dubai .
2. Our Heritage
Bringing Asia to the World
We proudly bring our Asian heritage to the world and share its cultural richness in all our properties. We draw inspiration from its many diverse and colourful cultures and strive to bring the essence of each Asian city to life through the designs of our buildings and its unique interiors. We honour Asia ’ s traditions through the flavours of its many cuisines served at our restaurants. Our people best exemplify our Asian culture through the authentic ways and thoughtful service we deliver to our guests. Our strengths lie in having both an Asian and cosmopolitan outlook .We are better able to understand the preferences of our increasingly urbane and well-travelled customers and to find innovative solutions to meet their needs. This care for people is the bedrock upon which the Shangri-La Group stands, and which distinguishes us as Asia ’ s leading hospitality company.
3. The Shangri-La Culture
Our Vision
Our Business
Our Purpose
“What we do”
“ Why we exist ”
“What we aspire to be”
Inspired by our Asian heritage, we enable
We host people to the colorful joys of life in a sustainable manner.
To be the best-loved hospitality group, pioneering new horizons and setting new benchmarks.
people to live, work, play, eat, and rest well through the environments we create and the memorable experiences we deliver.
3. The Shangri-La Culture
Our Shared Values
To explore how our foundational values (our nature) are complemented with our beliefs to form our Shared Values.
Do Good
Obsess over Customer Experience
Never Give Up
Humility
Respect
Sincerity
Thoughtfulness
Courtesy
Selflessness
Own our Success
Compete to Win
3. The Shangri-La Culture
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4. Corporate Culture
Corporate Culture
The Shangri-La ‘S’ Our 'S' logo, which resembles uniquely Asian architectural forms, suggests majestic mountains reflected in the waters of a tranquil lake. Our S Logo symbolizes the personal sanctuary we seek to create for our guests. It takes on a golden hew that evokes the warm glow of sunrise.
Shangri-La Logo The refined typeface takes inspiration from Asian calligraphy as settled but purposeful gesture that renews our promise to our guests.
Shangri-La Brand Synonymous with: • Luxurious and comfortable hotel accommodation • Fine food • Caring service
Key Distinguishing Features • Convenient Locations •
Dominant Asian geographical presence
•
Attention to design elements
• Extensive function space and unique food and beverage offerings • Expansive Lobbies • Individual character reflecting the local region
4. Corporate Culture
Corporate Culture
Corporate Social Responsibility
The company launched its first CSR initiatives in 2005 which were streamlined and formalized in 2009 in the three main areas of Sustainability, Embrace and Sanctuary towards a strategic commitment to Corporate Social Responsibility.
Shangri-La Hotels and Resorts remains committed to operating in an economically, socially and environmentally responsible manner while balancing the interests of diverse stakeholders. In striving to be a leader in corporate citizenship and sustainable development, a corporate -level CSR Committee drives the company's initiatives in the strategic areas of stakeholder relations, environment, health and safety, supply chain and employees. Under the umbrella of sustainability, Shangri-La's social responsibility programme consists of the two elements of "embrace" and "sanctuary". Embrace focuses on Shangri- La’s Caring People Project, which aims to promote the highest level of education and health support in underprivileged communities. In sanctuary, the programme concentrates on Shangri-La's Care for Nature Project, which promotes the conservation and restoration of biodiversity.
5. Company Milestones
Asian Hospitality through the years
OUR MILESTONES
1949
Parent company the KUOK GROUP is established.
1971
The first Shangri-La hotel opens in Singapore.
OUR MILESTONES
1979
Kuok Hotels is formed to manage three properties:
• Shangri-La's Rasa Sayang Resort and Spa, Penang
• Golden Sands Resort, Penang
• The Fijian, Yanuca Island, Fiji
OUR MILESTONES
1982
1984 First hotel in China opens inHangzhou.
Shangri-La Int’l. Hotel Management Ltd. (SLIM) Is founded.
OUR MILESTONES
1986
Shangri-LaBangkok opens.
OUR MILESTONES
1989
Shangri-La enters the Philippines with Edsa Shangri-La Manila.
First Traders hotel opens in Beijing.
1992
1994
Shangri-La Jakarta opens in Indonesia.
OUR MILESTONES
1997
Golden Circle guest loyalty programme is introduced
OUR MILESTONES
2003
Shangri-La enters the Middle Eastern market with Shangri-La Hotel, Dubai.
Shangri-La enters Australia with Shangri-La Hotel, Sydney.
OUR MILESTONES
2004
First CHI, The Spa, opens in Bangkok, Thailand.
OUR MILESTONES
2009 Shangri-La enters North America with Shangri-La Hotel, Vancouver
Shangri-La enters Japan with Shangri-La Hotel, Tokyo.
OUR MILESTONES
Golden Circle Loyalty Programme introduces Golden Circle Awards
2010
Shangri-La enters the European market with Shangri-La Hotel, Paris.
2011 Introduction of Kerry Hotels brand with the opening of Kerry Hotel Pudong, Shanghai
2013 Shangri-La enters Turkey with Shangri-La Bosphorus, Istanbul.
2014
First Jen hotel opens in Singapore.
OUR MILESTONES
2023 Shangri-La launches new global brand campaign “ Find Your Shangri-La ”
6. Our Brands
6.1 Shangri-La Hotels & Resorts
Embrace A Stranger As One’s Own
Shangri-La Hotels
Shangri-La Hotels are five-star luxury hotels located in premier city addresses across Asia, Middle East, North America and Europe, future deluxe hotels underway across the world. Discerning travellers will enjoy world-class service amidst tranquil surroundings, coupled with inspirational architecture and design. The finest dining experiences at every hotel and resort ensure that every palate is pampered. But what makes each stay truly memorable is something even more exquisite and rare - Shangri- La’s special kind of hospitality, hospitality from the heart.
Shangri-La Resorts
Shangri-La Resorts offer travellers and families a relaxing and engaging vacation in some of the world's most exotic destinations.
Our guests can choose from a range of vibrant cultural experiences, recreational and rejuvenation activities amidst the natural splendour of a tranquil, tropical retreat.
6. Our Brands
6.2 Traders Hotels
Located in the business hubs of Asia and the Middle East, Traders Hotels are the practical choice for both business and leisure travellers. Traders Hotels cater to savvy and passionate travellers who appreciate smart functionality and getting things done. Guests will enjoy a blend of thoughtful simplicity and the warmth and sincerity of Asian hospitality. Each Traders hotel is, therefore, a vibrant yet professional environment, designed to complement guests at work, rest or play.
Always Ready For A Smart Traveller
6. Our Brands
6.3 Kerry Hotels
Kerry Hotels is a new five-star brand in the Shangri-La family. It was launched in Shanghai and Beijing in 2011. Kerry Hotels are vibrant and buzzing with life and activity. Each Kerry hotel is defined by a spirited style and a careful attentiveness that bestows a sense of individuality to all guests. With unique, functional designs and enthusiastic, intuitive service, Kerry Hotels are places for a luxurious stay and inspirational experiences.
More Room For Life
6. Our Brands
6.4 Hotel Jen
Leave Boring Behind: Catering to urban adventurers, the Hotel Jen brand delivers quality, comfort and value with a playful twist and friendly service. Hotel Jen embraces the love for life and travel, helping curious travellers to leave boring behind through spontaneous experiences, unpublished insights and unconventional perspectives. Launched in 2014, Hotel Jen operates vibrant, mid- range hotels across key locations in Asia, including Singapore; Hong Kong; Beijing and Shenyang in mainland China; Manila; Penang and Johor in Malaysia; and Malé, Maldives.
Explore New Asia
6. Our Brands
6.5 Our Clubs
Aberdeen Marina Club
Founded in 1984, the Aberdeen Marina Club is a unique private community where members and their families enjoy superb facilities, outstanding restaurants and an impeccable level of service.
Xili Golf & Country Club
The Xili Golf and Country Club is located in the scenic countryside of the Nam Shan area in Shenzhen. The courses incorporate elements of natural beauty, offering a challenging day’s golf accompanied by a magnificent backdrop.
6. Our Brands
Growing Beyond Hotels
Apart from luxury hospitality, Shangri-La Group is also involved in:
1. Malls & Office Spaces 2. Apartments & Residences 3. Unique F&B experiences (Standalone rest. “ Shang Social ” ) 4. Multi-use development spaces
PART 2
OUR HOTEL: SHANGRI-LA BOSPHORUS, ISTANBUL
2.1. HOTEL STORIES
Our Hotel’s Building History
Built in 1929, by the architect Victor Adaman, our hotel was used as a tobacco warehouse for a long time. It was one of the first industrial structures of the Republic of Turkey and after serving for many years as a warehouse until 1985, the building has been taken over by Tanrıverdi Holding.
39
2.1. HOTEL STORIES
Our Hotel’s Building History
Dış tasarım orijinal binada olduğu gibi korunmuştur .
Porte-cochère'de 2 adet tarihi ağacımız bulunmaktadır ; biri 150 diğeri ise300 yaşındadır .
* * *
Exterior design has been kept as it was in the original building.
There are 2 Plain trees in the Porte-cochère; one of them is 150 and other one is 300 years old.
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2.1. HOTEL STORIES
Our Interior Architecture
Our interior designer for the public areas and guestrooms is Mr. Charles Robertson from LRF Designers Limited - Hong Kong. The hotel takes design cues from the glamorous Dolmabahce Palace with swathes of marble, glittering chandeliers and a mix of European, Asian and Turkish design. In the hotel, approximately 19.500 square meter marble have been used in public areas, as well as rooms, restaurant and banquet facilities. 95% of the used marbles are Turkish marbles, while the rest was imported from abroad and processed here at Istanbul. Almost, 35 different types of marbles have been used and all have been selected by the architectural team.
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2.1. HOTEL STORIES
Our Interior Architecture
Decorating the atrium, one of our most significant artworks is The Garden of Peach Blossoms , a stunning 18-metres- tall silk painting, which was commissioned for the hotel.
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2.1. HOTEL STORIES
Our Interior Architecture
The dome-shaped atrium is lit by a natural skylight and massive Bohemian chandelier that rains crystals nearly two storeys. The Chandelier is handmade and produced exclusively in Czech Republic.
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2.1. HOTEL STORIES
Artwork In The Hotel
The hotel showcases more than 1,000 pieces of European and Asian art . One masterpiece, located behind the reception desk, is an exquisite southern China lacquer craft carving depicting a Bosphorus water scene. The other, blue artwork painted by Devrim Erbil, is located just behind the working desk at the lobby through the Lobby Lounge.
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2.2. LOCATION
Shangri- La Hotels and Resorts’ first property in Turkey, Shangri -La Bosphorus, Istanbul is built in 13 storeys, six of which will be underground to protect the historic façade. The building is the second tallest on the coast after the Dolmabahce Palace. This 186-room luxury hotel is located between the Dolmabahce Palace and the Maritime Museum on the European shore of the Bosphorus Strait – the 30 km stretch of water separating Europe and Asia. Set within the Besiktas district, the shopping and transport hub of Istanbul, the hotel is very close to the city’s financial district and the Istanbul Convention and Exhibition Centre.
2.3. ACCOMMODATION
Shangri-La Bosphorus, Istanbul offers the most spacious guest rooms in the city. These luxurious accommodations are decorated in a contemporary style with Asian elements. The hotel consists of 186 well-appointed guest rooms with a minimum size of 42 sqm/453 sqft, featuring spacious bathrooms of average 10 sqm/108 sqft. In addition, there are 23 suites offering approximately 80 sqm/860 sqft to 366 sqm/3940 sqft of living and entertaining space, most located to offer the best views of the Bosphorus sea.
Deluxe Room (DXK)
Deluxe City Room (DCK)
Deluxe Bosphorus Room (DWK)
Premier Bosphorus Room (RWK)
Terrace Bosphorus Room (GRK)
Terrace Junior Suite (GWK)
Executive Suite (VEK)
Executive Bosphorus Suite (VWK)
Duplex Suite (U1K)
Deluxe Bosphorus Suite (X1K)
Barbaros Suite (Y1K)
Shangri-La Suite (Z2S)
Guestrooms Categories
28
63
36
28
8
5
5
2
3
5
2
1
Rooms
50
42-60
42-60
42-60
42-60 42-60
80
100
100
110
180
366
Area (m 2 )
Guest Room Features
✓ Welcome Shangri-La Tea ✓ Welcome fruits, Bottled water - replenished daily ✓ Complimentary High-Speed Internet Access ✓ 24 hour In Room Dining ✓ Electronic in-room safety deposit box (locker) ✓ Satellite / cable television and movie channels ✓ International direct dial telephone and voice mail
✓ Computer data port ✓ Espresso Coffee and tea making facilities ✓ Branded bath amenities ✓ Minibar ✓ Pillow menu with hypoallergenic options ✓ Bathrobe ✓ TV in bathroom ✓ Radiant floor heating in bathrooms
2.4. FACILITIES
Function Support Center
Located on B1 floor Accessible for 24/7 One room with wired for audio-visual capability containing computers and printer
Health Club & Spa Facilities
One of the highlights at Shangri-La Bosphorus, Istanbul is CHI, The Spa at Shangri-La, our signature Spa brand. CHI, The Spa offers Chinese healing therapies, inspired by the mysticism of the Shangri-La legend. The Spa features eight spacious private treatment rooms, as well as two hamams. (On B3 Floor) Other facilities include a health club, furnished with the latest fitness equipment, a beauty salon, luxury retail boutique and an indoor swimming pool. (B1Floor)
2.4. FACILITIES
FOOD & BEVERAGE
The Lobby Lounge and Le Bar
The heart of the hotel will be the Lobby Lounge, featuring a tea lounge and bar with an outdoor terrace. Breakfast, lunch and an afternoon tea service is followed bar bites and evening entertainment in relaxed yet refined surroundings. (Ground Floor)
Chinese Restaurant - Shang Palace
For exceptional Cantonese cuisine, gastronomes head to the hotel’s Chinese restaurant, with one private dining room, and two semi private dining room spacious main dining area and intimate booths, offer diners authentic Chinese fare. (B1Floor)
Specialty Restaurant – ISTTOO
A speciality restaurant offers a uniquely satisfying combination of Asian, Mediterranean and Turkish cuisine. It is also the venue for buffet breakfast. (Ground Floor)
2.5. MEETINGS AND EVENTS
The hotel will feature over 4,500 sqm of meeting and banqueting facilities, including a grand ballroom, junior ballroom, six function rooms, a boardroom, business centre and a teleconferencing room. (B2 Floor)
2.6. ORGANIZATION CHART
GENERAL MANAGER
EXECUTIVE ASSISTANT MANAGER
EXECUTIVE ASSISTANT
DIRECTOR OF SECURITY
HYGIENE MANAGER
IT MANAGER
EXCOM
DIRECTOR OF HR
DIRECTOR OF ENGINEERING
DIRECTOR OF FINANCE
DIRECTOR OF F&B
EXECUTIVE CHEF
DIR. OF SALES & MARKETING
ASST. DIR. OF ROOMS
ASST. DIR. OF FINANCE
FLS MANAGER
L&D MANAGER
FRONT OFFICE MANAGER
F&B MANAGER
DIRECTOR OF SALES
EXEC. SOUS CHEF
ASST. HR MANAGER
CHINESE REST. MANAGER
CHIEF ACCOUNTANT
EXEC. HOUSEKEEPER
DIRECTOR OF EVENTS SALES
EXEC. PASTRY CHEF
DIRECTOR OF SPA
PURCHASING MANAGER
ASST. DIR. OF REVENUE OPTIMIZATION
IST TOO REST. MANAGER
CHIEF STEWARD
GUEST EXPERIENCE MANAGER
BANQUET MANAGER
DIRECTOR OF MARCOM
IRD MANAGER
MARCOM MANAGER
2.7. OUR PRACTICES / EMPLOYEE VOICE
Based on our belief in “Your feedback is important!” principle, we have many practices that we implement in the hotel. These practices include:
❑ Employee Voice Program For all suggestions and ideas that our employees want to share with us, we have online survey poster with QR code, next to the Human Resources Office entrance and in the Staff Restaurant Café-La.
❑ Evaluation Survey After Probation Period After the 2-month legal evaluation period is completed, all our employees evaluate their experiences during this period in our hotel through an online platform that comes to them. These surveys are requested strictly anonymously. ❑ Training Evaluation Survey After all the trainings in the hotel, an evaluation questionnaire is directed to the participants online and studies are carried out on what can be done “better” accordingly.
❑ Dialogue Sessions Organized under the leadership of our General Manager and Management Team leaders, it is a communication meeting that takes place with the participation of our employees from all departments. ❑ Monthly Communication Meetings Each department organizes monthly internal communication meetings and department Managers informs about the latest developments within the hotel.
2.8. OUR INTERNAL EVENTS
✓ SOHA Meeting (State of the Hotel Address)
✓
Town Hall Meeting
✓
Monthly Celebration Parties
✓
Birthday celebration
✓ Customer Delight Program – Star celebrations ✓ Long Service celebration (For 5-10-15-20 year anniversaries in the Company)
✓ International Day Celebrations (Mother’s Day, Women’s Day, Eid Greetings)
✓
Traditional Iftar Dinner
✓
Early Bird Breakfast
✓
Surprise Events
✓
Colleague Menus with Special Concept
✓ Outside Activities (Picnic, Boat Tour, Dragon Festival etc.)
✓
Health Seminars
✓
CSR Projects
PART 3
1. Terms of Employment
1.1. Terms of Employment
Employment
All employment agreements are for an unlimited period of time and are to commence from the first day of duty.
The colleague understands and accepts the entire content and the regulations of Employee Handbook which is an integral part of the employment contract.
Incompliance to the rules and procedures indicated in the hand book will result in Diciplinary Action as per the respective article of the Turkish Labor Law.
Probation
Every colleague is subject to two months of probation period. Probation period is also Orientation period.
Termination of the Contract within Probation Period
Within this period both parties may terminate the agreement without prior notice and indemnity. The salary and other rights of the employee for the days worked is reserved.
1. Terms of Employment
1.1. Terms of Employment
Transfers/Promotion
It is the Hotel’s policy to promote from within whenever possible. Vacancies together with the qualifications/experience required will be posted on the notice boards. Qualified colleagues are encouraged to apply for these vacancies.
Attendance
Work schedules, including rest days will be determined by the Senior/Service Manager concerned and published on a duty roster. Colleagues must report in time to permit uniform change prior to the start of their work shift. You are required to use the time attendance system recording finger scanners at the Colleague Entrance according to your duty roster and to report promptly to your place of work in full uniform and well groomed prior to the commencement of your shift or working hours. Colleagues who are unable to report to work must inform their Department Head at least 2 hours in advance of their shift so that alternative arrangements can be made. Not reporting to work without a valid reason and not complying with this regulation will result in disciplinary action. Despite of valid reasons, colleagues who constantly come to work late or who do not report to work for unreasonable amount of occurrences will be subject to disciplinary action.
In case of inability to arrive at work, the colleague has to inform supervisor and in case of sickness, the colleague is required to bring a doctor’s report which is approved by the government Hospital.
1. Terms of Employment
1.1. Terms of Employment
A colleague who does not inform absence within the context of information above, and who does not report to work two consecutive days or two days right after any vacation or weekly day off, without informing, will result in termination of contract as per the Turkish Labour Law number 4857 article 25 .
Do not leave until your shift ends and your reliever has arrived.
If colleague has to leave from the Hotel premises in case of emergency, the colleague must contact with the Department Head and also inform the Human Resources.
You must leave the Hotel premises within half an hour after completion of your shift duties. Use of the colleague restaurant is also prohibited when you are off shift.
You are not allowed to enter the premises of the Hotel on your weekly off day, unless you are called for duty. You are also not allowed to enter in any part of Hotel premises while off duty.
In the meantime, you are allowed to use the hotel on your off day, subject to the following conditions:
▪ By taking approval from the Management before your visit, ▪ Without wearing hotel uniform, ▪ By behaving in the right manners as per Company rules.
1. Terms of Employment
1.1. Terms of Employment
Performance Review and Salary Increments
Appraisals are a wonderful opportunity for you to have formal, quality time with your manager to discuss your strengths, to receive guidance on areas of improvement and plan your career.
You will be appraised prior to completion of your probation period. In addition, an annual performance appraisal will be conducted by your Departmental Head to evaluate your performance. Increment in the salary may be given to you from time to time at the sole discretion of the Management depending upon merits and other circumstance and will not be given as a matter of right. If your performance is found below expectations based on the above matters or if you are found guilty of any misconduct then this increment is likely to be stopped or deferred at the sole discretion of the Management. Such an increment is also likely to be stopped or deferred in case of economic depression or any other factors that has or will be detrimental to the financial performance of the establishment. The year in consideration for the Performance Review is a calendar year i.e. from January to December and the subsequent outcome of such a review will reflect in a career progression move either as a promotion or a salary increment in the salary payable after the Q1 of the next year.
Deployment of Colleagues
The Management reserves the right to deploy you from one department to another as and when the need arises. You may also be transferred to another Department, position or place either temporarily or permanently to any Hotel within the group.
Payment of Salaries Salaries are paid to all colleagues in five days of following month. If the pay day falls at weekends or Public Holiday, payment is made on the preceding working day.
1. Terms of Employment
1.1. Terms of Employment
Overtime
By law, all colleagues are required to work 45 hours a week. All colleagues approve to work overtime and to work on religious, national and public holidays without the need for any further written document in case of need. Workers must comply with the working hours regulations identified by employers. Due to cases mentioned in the law, the employer can compensate for a period of unworked. These compensation works could not be considered as overtime work. The colleague, who works overtime, can have one and a half hour break to compensate overtime work hours instead of raised pay. The colleague can use the right of free time in six months without the pay cut.
Payment for Working on Holiday
Employees are entitled to one off day for weekly work time either on Sunday or the 7th day commencing the 6th work day. Working on the day off is overtime and payment for that time will be double the wage.
Also working on public holidays is overtime and, wage will be paid double. If the overtime worked is not a full day but certain hours, then the payment will be done partially.
1. Terms of Employment
1.1. Terms of Employment
Indemnity Payment
Employees whose contracts are terminated due to the reasons stated in the Turkish Labour Law; or in cases of death of colleague, the legal heirs, will be paid indemnity.
Provided the legal ceiling is not exceeded, indemnity for each year of service is 30 days of salary. The amount of time over a year will be calculated on partial basis.
Transfers
The Hotel reserves the right to transfer employee, either temporarily or permanently, to a suitable alternative place of work and to change the terms and conditions of employment in order to meet the needs of the business. The Hotel will take domestic circumstances into account in any decision to relocate employee. In case of an employee being transferred to another Shangri-La in another country, the contract with Shangri-La Istanbul will be terminated; the indemnity and other rights will be paid. Upon return to the country if the employee is to work with the Hotel, then a new contract will be made which will have no relation to the first contract what so ever.
Alterations to Conditions of Employment
The Hotel reserves the right to amend the conditions of employment, as deemed necessary without prior notice.
2. Colleague Benefits
Hours of Work
By law, all employees are required to work 45 hours a week. Employees work either nine hours a day for 5 days a week and 5 hours on Saturdays or 7, 5 hours a day for 6 days a week.
The start of the daily shift, breaks and end of the daily shift are determined by the proposal of the Human Resources Manager and approval of the General Manager and the departmental duty rosters are scheduled in accordance. The Hotel Management reserves the right to make changes on the weekly work days, daily work hours and rest time. However, any such changes will be announced to the employees two days before commencement.
Weekly Rest Day
In a work place the weekly off day as a rule is on Sunday. However, those employees who work on a shift basis, their day off is not necessarily Sunday but the 7th day of their 6 working days.
Therefore, for such employees their day off within the week is their “off day” and Sunday is a “working day” . Employees working for 5/6 days a week are entitled to weekly off day. The Article 46 of The Turkish Labour Law No. 4857, will be abided in the above matters.
The exchange of rest days between employee must first be approved by the respective Senior Service Manager, otherwise it will be considered as absence without permission.
2. Colleague Benefits
Public Holidays and General Off Days
Public Holidays determined by Law are off days for colleagues.
The below listed dates are the official Public Holidays and General off Days:
Republic Day New Year’s Day
: ½ day on October 28& 1 day on October 29
1,5 days
: January 1
1 day 1 day 1 day 1 day 1 day 1 day
National Sovereignty & Children’s Day : April 23
Labour and Solidarity Day Commemoration of Ataturk, Youth & Sports Day
: May 1
: May 19 : July 15
Democracy Day
Victory Day
: August 30
Ramadan Feast Sacrifice Feast
: From the date of Eve at 13:00 pm : From the date of Eve at 13:00 pm
3,5 days 4,5 days
Colleagues accept to work on these days should the Management requests as deemed by business requirements.
2. Colleague Benefits
Annual Leave
On completion of 12 months continuous service, colleagues are entitled to the following listed calendar days of annual leave per year.
Service period:
1-5 years: 14 working days 5-15 years: 20 working days 15+ years: 26 working days
On calculating the annual leave, Saturdays are considered as working day. Annual leave may not be used less than 10 days. An employee who will be taking his/her annual leave must bring the Annual Leave Form, properly filled and signed by his/her Department Manager, to Human Resources Department at least 2 weeks before the start date of the annual leave. After the approval of the Human Resources Department, employee will be entitled to use the annual leave.
Maternity Leave
For Female employees, maternity leave is 8 weeks before and 8 weeks after delivery. The period before delivery can be shortened with a doctor's report. These periods will be added to the postnatal period. If our female colleagues request, they can use up to 6 months of unpaid leave provided that they submit a petition at the end of the 8th week after delivery. Law and other leave rights reserved. Employee who will be using maternity leave must inform the Human Resources Department by the third month of pregnancy with a doctor’s report verifying the pregnancy and the possible date of birth.
2. Colleague Benefits
Compassionate Leave
Compassionate leave can only be used at the time of the occurrence of the event and cannot be delayed to a later date. Compassionate leave applications must be supported with relevant documents.
In case of marriage three (3) calendar days, In case of death of immediate family (Mother, father, sibling, spouse, child) three (3) calendar days, In case of child birth five (5) calendar days (for fathers)
Sick Leave
All absence due to sickness is subject to the local Social Security Institution (SGK) regulations. For the payment of any rest days given by SGK or by the work place doctor, the first 2 days will be paid by the employer.
In case an employee has an accident at the work place, should there be a discrepancy of payment from SGK for the rest time given by the SGK Hospital and the salary of the employee, the difference will be covered by the employer.
Colleague Restaurant
Hotel will provide employee with 3 meals a day, 7 days a week at the Colleague Restaurant located on B3. Breakfast : 05:30 – 08:15 Morning Tea : 10:00 – 10:30 Lunch : 11:00 - 14:00 Afternoon Tea : 15:00 – 15:30 Dinner : 17:00 – 19:30 Midnight Dinner : 01.30 – 02:30 Employees are not allowed to take food, plates, glasses, cutlery out of the restaurant. The Employee Restaurant is exclusively for our permanent staff/casuals/trainees and is intended for meals that fall within the shifts they work. Use of the Employee Restaurant by any third parties is prohibited. (!) The above meal hours are subject to alteration, in which case the new schedules will be posted in the Colleague Restaurant and on the notice board.
2. Colleague Benefits
Long Service Awards To recognize long service colleagues who have contributed to the Hotel’s good reputation, the Hotel offers 5 Years, 10 Years, 15 Years, 20 Years and 25 Years Awards to honour their contributions. Moments of Joy Program (MOJ) The MOJ is a Companywide program used to show appreciate and to reward colleagues who go the “extra mile” to delight our guests. External (Guests) and Internal (Fellow Colleagues) feedbacks are included Colleagues with little or no guest contact role can also participate in this program, if they go the “extra mile” to contribute towards creating a better working environment (Hidden Hero Program). All Colleagues are eligible for nomination. There are 3 levels of awards: ✓ Joy Creator ✓ Joy Delighter ✓ Joy Ambassador Joy Creator: Any of these 3 nomination channels can be combined in 1 month to be eligible in the Joy Creator category: • 3 guest delight cards or Guest written compliments in online platform • 1 “Hidden Hero” card from your colleagues • 1 Problem solving nomination
Joy Delighter: Colleagues who receive 9 Customer compliments/3 Hidden Hero/3 Problem Solving nominations in the same month
Joy Ambassador: Colleagues who receive 24 Customer compliments / 8 Hidden Hero / 8 Problem Solving nominations in the same month
The more you delight the guests, the more you will be rewarded. We should strive to become Joy Ambassadors!!
2. Colleague Benefits
Shining Star:
It is an internal colleague recognition program which is conducted on monthly basis and nominated by Department Heads.
Do It Good:
Each month one department recognizes another for their hard work with a surprise visit and gifts.
Employee of the Month:
EXCOM Team presents their candidate and votes among all nominations to determine the Employee of the Month for each month. Employee of the Month reward is paid to chosen employee.
Social and Recreational Activities
The Hotel encourages its colleagues to take part in social activities. Recreational activities are held from time to time for the colleague and are organized through the Human Resources Division. All scheduled activities will be posted on the notice boards to inform all colleagues.
Medical Scheme
The health insurance application is at the sole discretion of the Management and should not be seen as a right in any way.
Birthday Leave
All employees are entitled to use 1 day of paid leave for their birthday. Birthday leave must be utilized within the birthday month and cannot be carried over to subsequent months.
3. House Rules and Regulations
3.1. Personnel Records
All employees must submit personnel documents, certificates and information as required by the Hotel in line with the Personal Data Protection Law (KVKK) before commencing employment. All employees are required to notify the Human Resources Division within 7 days of any change in home address, telephone number, marital status, birth of children or any pertinent information.
3.2. ID Cards
Your ID card with your picture on is a document allowing you to be on the Hotel premises. All ID cards belong to the Hotel and employees leaving the Hotel are required to return their ID card. In case of losing your ID card, you will need to get a new one from the Security Department. In such a case you will need to pay for renewal of ID card.
3. House Rules and Regulations
3.3. Nametag: All employees must wear a name badge which must conform to the Shangri-La Bosphorus, Istanbul design standard. The loss of a nametag must be reported to the Human Resources Division immediately. Payment will be charged for a lost nametag while an old or damaged nametag will be replaced free.
3.4. Uniform: Uniform exchange is made on a strict one-for-one basis. Uniforms not returned will be charged to the colleague concerned at cost price.
Uniforms and nametags may not be worn or taken out of the Hotel without permission.
3.5. Management /Service Pins: All Level 1, 2 and 3 colleagues are to wear the “S” management pin at all time while on duty. Long service pins are also required to be put on the uniforms by related colleagues while on duty.
3. House Rules and Regulations
3.6. Clothing and Care Standards of All Colleagues:
All colleagues must be clean and well- groomed at all times.
Personality Fascinating Elegant Indulgent Intuitional
Service Style
Formal, yet personalized service
Hairstyles, Facial Hair and Accessories
For male and female: ✓
Keep hair clean, well-combed and tidy.
✓ The length of fringe/bangs shall not fall over the eyebrows and cover the eyes. ✓ Hair must not be ragged, extreme, or excessive in appearance. ✓ Hair color must be of “natural color” i.e. a color that can be groom naturally (e.g. no blue, purple, bright colors). Conservative highlights are acceptable which should complement to one’s hair color.
For male: ✓ Hair neatly cut, not to be lower than collar. ✓ Must always be clean-shaven. Moustaches and beards are not permitted ✓ Sideburns are not allowed to extend beyond half of the ear length.
3. House Rules and Regulations
For female:
✓ Hairs should always be styled and well groomed. ✓ Long Hair neatly cut, styled and well groomed. ✓ All F&B colleagues are required to secure hair to designated shape- using conservative hair accessories.
Hands and Nails
For male: Hands and fingernails must be clean and trimmed short at all times.
For female: ✓ For kitchen & F&B colleagues, no nail enamel is allowed. ✓ Hands and fingernails must be clean and trimmed short at all times. ✓ If nail polish is applied, it has to be well maintained and conservative in color (no blue, red, silver, purple, black and glitter). ✓ Red and burgundy colored nail polish is only eligible for Office colleagues.
3. House Rules and Regulations
Make-up
For male: No make-up in any form is allowed.
For female: Make-up is considered part of the uniform. Appropriate make-up consists of minimum eye make-up, lipstick and must be applied at all times. The colors of the make-up should complement the complexion and the uniform and not be extreme.
Jewellery and Accessories
For male and female: Only one simple design watch with plain face can be worn. Must not be extreme or clash with uniform. One simple necklace is allowed to be worn inside the uniform. One simple bracelet is allowed.
For male: ✓ Only one ring of simple design can be worn. ✓ Earrings are not allowed.
For female: ✓ Only Wedding/engagement ring is to be counted as 1, and 2 rings in total. ✓ Anklets are not allowed. ✓ One pair of earrings is allowed. Must be stud.
3. House Rules and Regulations
For Uniformed Employees
For male and female:
✓ Must be properly fitted, clean and well pressed. ✓ Change uniform regularly. ✓ Clean and clear nametag must be properly worn on left side of the chest. Can wear the Shangri-La pin.
Shoes and Pantyhose
For male and female:
✓ All shoes must be always well-polished and in good state of repair, solid colors, matching the uniform. ✓ Clogs are allowed for Kitchen colleagues in line with Occup. Health & Safety rules.
For male:
Plain leather shoes with plain black socks, and as required by the uniform design.
For female:
✓ Plain leather closed toe shoes with comfortable height of heels, and as required by the uniform design. ✓ Pantyhose must be worn in accordance with the hotel guideline or as required by the uniform design.
3. House Rules and Regulations
For Non-uniformed Employees
For male and female:
✓ All shoes must be always well-polished and in good state of repair. ✓ Sneakers, sandals or extreme style of shoes are not allowed.
Business Attire
For male:
✓ Dark conservative business suits with white coloured shirts. ✓ Business ties must be worn and to avoid faddish and controversial patterns (i.e. cartoons). ✓ Plain dark leather shoes with plain black socks should be worn.
For female:
✓ Business-like skirt suit, skirt and blouse or business dresses are to be worn. ✓ Skirt – two inch above or below knee, no long or mini skirt. ✓ No culottes and Capri pants. ✓ Casual outfits i.e. tank tops, sundress, sport clothes are not appropriate. ✓ Leather closed toe shoes coordinate with business attire. No faddish and extreme style is allowed. ✓ Mules, sling back, and open toe shoes are not allowed. No platform shoes. ✓ Hosiery is well-coordinated with the business outfit. Extreme colours and patterned styles are not allowed.
3. House Rules and Regulations
Colleagues in Specific Role (Permitted with exception to match the ambiance, character and identity of the outlet)
For male and female:
✓ Elegantly styled beards or goatees are allowed for the Bar team members. ✓ Visible tattoos are permitted for Bar team members. The tattoos should not be religiously, geographically or gender offensive. ✓ These grooming permission is subject to change if deemed appropriate by the Hotel Management.
F&B Service and Kitchen (Compliance Requirement as per Shangri-La Food Safety – SFS Policy P43)
For male and female:
✓ Jewelry of any kind is not allowed at working hours except plain wedding band (without stone and limited to one only). ✓ Kitchen employees must not wear watches and bracelets as they may interfere with hand washing and collect food. ✓ Watch must not be hooked between uniform button and uniform. ✓ Fingernails need to be trimmed short and easy to clean. ✓ Nail varnish is not allowed (even if colorless). ✓ Kitchen employees must always wear chef hat/hair restraint when preparing or handling food. ✓ Female food handlers with long hair must have them tied back and covered. ✓ All food handlers are prohibited to wear false eyelashes, heavy makeup and perfume when preparing or handling food. ✓ All food handlers must have clean clothing and aprons. Wiping hands on apron is prohibited. ✓ Pens and note books must not be placed in any pockets. Spoon and paring knife must be kept at the designated working station. ✓ All personal belongings must be kept in the locker that is provided by the hotel. Personal belongings must not be kept in drawers or cabinets inside food preparation area. No food, cosmetic, medicine, magazine and newspaper to be kept in food and beverage related working areas etc.
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