JUNE 2022
Employee Handbook
18-HR-0342
Welcome
2
Introduction to Accor Vacation Club A MESSAGE FROM OUR CHIEF EXECUTIVE OFFICER............. 2 OUR BUSINESS
Accor Vacation Club................................................................................ 3 ACCOR BRANDS.................................................................................................4 OUR VALUES ARE YOUR VALUES.........................................................6 OUR HISTORY.......................................................................................................8 OUR KEY PEOPLE............................................................................................10 OUR CORPORATE RESPONSIBILITY.................................................... 11 OUR PRODUCT
Holiday Ownership in Australia.................................................... 12 How the Club Works............................................................................. 13 Where our Club Properties are located......................................14
■ ■ ■ ■ ■ ■ ■ ■
Our History Our Values Accor in Australia Our Culture Loyalty Accor Vacation Club Our Product Benefits of working for Accor Vacation Club ■ Employment Policies
OUR PARTNERS................................................................................................ 15 BENEFITS OF WORKING FOR ACCOR VACATION CLUB
Accommodation and Travel Discounts...................................... 16 Other Benefits........................................................................................... 18 Learning and Development..............................................................20
Information for your Employment with Accor Vacation Club GENERAL STANDARDS AND PROCEDURES............................... 24 EMPLOYMENT POLICIES...........................................................................30
Code of Conduct...................................................................................34 GLOSSARY OF ACCOR JARGON / ACRONYMS........................... 32
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Welcome A MESSAGE FROM CRAIG WOOD OUR CHIEF EXECUTIVE OFFICER It’s a great pleasure to welcome you to Accor Vacation Club. We are excited to have you as part of our team. In joining Accor Vacation Club, you have joined part of the Accor Group, the largest and fastest growing hotel company in the Asia Pacific region. As such, we are always on the lookout for the best people to join us; people who can help us achieve our goal of leading the way to a lifetime of great holidays and making Accor Vacation Club a great place to work. You, our most valuable asset, have been employed because we believe your passion, enthusiasm and skills will contribute to the success of our business. At Accor Vacation Club, we believe our employees are the foundation of our organisation and we are dedicated to making your experience with us a successful journey. Our values of trust and respect are fundamental to how we build relationships and conduct ourselves on a day to day basis. We are passionate about building a winning culture for our employees and are dedicated to providing a rewarding and challenging career path, with learning and development opportunities in a variety of disciplines. Our results oriented and dynamic environment will provide an opportunity to thrive in your career. Through the spirit of conquest, we will work together to look for innovative and bold ways to build on our successes and continue to build a high performance culture aligned with our company values and business objectives. This Employee Handbook is designed to provide you with the information you need to become a valuable and successful team member. If you have any questions at any time, please don’t hesitate to contact your Manager or the Talent & Culture team. We look forward to working with you to continue leading the way to a lifetime of great holidays and making Accor Vacation Club the premier Holiday Ownership company within the Asia Pacific region. Yours sincerely,
Craig Wood Chief Executive Officer Director Accor Vacation Club
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Craig Wood Chief Executive Officer
About the Club 24 CLUB PROPERTIES IN AUSTRALIA, NEW ZEALAND AND INDONESIA
31,000+
MEMBERS & GROWING
Accor Vacation Club is an exciting, innovative holiday ownership club offering fantastic choice and flexibility to our Members in a wide variety of locations worldwide. Accor Vacation Club is Australia’s first hotel branded holiday ownership club. Established in October 2000, the Accor Vacation Club business was championed by Michael Issenberg, Accor Asia Pacific’s Chairman and Chief Operating Officer at the time. With Accor’s innovative spirit, an understanding of the well established timeshare industry in America, and a foresight of the dynamic development opportunity in the Asia Pacific Region, Michael saw a way to develop the Accor business. His vision was to create the first branded holiday ownership company in Australia, backed by the largest and fastest growing hotel management group in the Pacific Region. Since then, we have seen substantial growth, introducing new locations and apartments into the Club’s property portfolio. Today, Accor Vacation Club is one of the leading holiday ownership companies in Australasia. We have over 31,000 Members who have access to 24 quality holiday destinations across Australia, New Zealand and Indonesia. With your assistance and support, our leadership team will continue to drive and grow our business by introducing new, innovative ideas and exploring synergistic opportunities within the Accor group to take the Club into the future. A lot has changed since the first Accor Vacation Club Membership was sold in 2000. But some things haven’t changed: our dedication to our Members, our commitment to our employees and our goal to be the premier holiday ownership company in the Asia Pacific region. We are part of the Accor Group, the largest and fastest growing hotel management group in the Asia Pacific Region, whose brands include Raffles, Fairmount, Sofitel Legend, SO/ Sofitel, Sofitel, Pullman, MGallery, Swissôtel, Grand Mercure, Quay West, The Sebel, Novotel, Mercure, ibis, ibis styles, ibis budget. The next pages will provide you with an understanding of Accor, our parent company and the Accor brands. Following this is further information about Accor Vacation Club.
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Accor Brands 5,300 hotels 778,000 rooms 40+ brands, 30 residential brands 110 countries 230,000+ employees
‘eTxhcaittin’sg for me!
RESORTS
COLLECTIONS
CLASSIC
Ultra Luxury
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Luxury
WELCOME AT MORE THAN 5,300 HOTELS AND RESORTS IN 110 COUNTRIES. WE ARE A GLOBAL LEADER IN THE TOURISM AND TRAVEL INDUSTRY WITH MORE THAN 230,000 EMPLOYEES DEDICATED TO MAKING EVERY STAY COMFORTABLE AND MEMORABLE. AS A TEAM, WE ARE DIVERSE, CURIOUS, DRIVEN, CARING AND PROUD TO HOST MILLIONS OF PEOPLE EVERY DAY OF THE YEAR.
Premium
Midscale
Economy
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Our Business
THE ACCOR GROUP MAKES GUESTS FROM ALL OVER THE WORLD FEEL
Our Mission Leading the way to a lifetime of great holidays We strive to deliver holidays of a lifetime, for a lifetime, by providing quality accommodation in the most desirable locations and delivering world class customer service to our Members.
Our Values Since the opening of the first Novotel in Lille in 1967, the Accor team has been driven by a pioneering spirit of conquest. Key to our success, over the years this attitude has shaped our culture, which is the cement that binds our team members while respecting differences in age, culture and positions within the organization. Our culture is also shaped by a genuine concern for people and a commitment to the highest performance standards. Infusing our core values into everything we do relies on our company and our people doing their bit. Our company strives to provide a work environment where we have the right policies, processes, systems, communications, facilities, benefits, fair pay, and reward and recognition to support our people and our business operations. Our people strive to provide their passion, knowledge, skills, ability, energy and attitude to their jobs and focus on the achievement of our business goals. Accor has five global values which underpin what we do as employees and as a business every day. We like to say that Innovation, the Spirit of Conquest and Performance is ‘what’ we do as a business and Respect and Trust is ‘how’ we do it.
Innovation The Spirit of Conquest Sustainable Performance Respect Trust Guest Passion 6
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Our History Accor’s history has not been as smooth as a flowing river, but a real human and industrial adventure. Paul Dubrule and Gérard Pélisson, co-founders of the Group, always cultivated the art of rejecting prejudices and moving off the beaten path. The result is a fantastic success. Accor’s success is one of people: it’s co-founders first, who know how to inspire their teams to a spirit of initiative, trust and openness to the world. Here’s a look back at milestones in the development of the Hotels and Services businesses.
Key Dates in Accor’s History
1967
Paul Dubrule & 1981 NOVOTEL-SIEH LAUNCHED A TAKEOVER BID Gérard Pélisson create OF JACQUES BOREL INTERNATIONAL (JBI) JBI hadOpening an empire of restaurants, institutional catering and SIEH. of the central buying offices, but most of all, it was the world leader of the Ticket Restaurant . The battle was rude on the stock market, 1st but Novotel at Lille the marriage was made. Airport, France.
1983
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Formation of Accor- merger between SIEH & Jacques Borel International
®
1984
Creation of Formule 1 & Academie Accor
1983
ACCOR FOUNDED AND LISTED ON THE STOCK MARKET
1972
Comprising 440 hotels with 53,000 rooms, 1,500 public and company restaurants, and 35,000 people, the new company generated annual revenue of €1.2 billion.
Opening of the 1st Novotel outside France- Brussels
CONSTRUCTION OF THE NOVOTEL NEW YORK.
1985
1987
THE LOW-COST FORMULE 1
1974
chain was launched. The first hotels in Évry and Mâcon offered nights at less than €12 for three people.
ACCOR ACADEMY
1990
Every day, one million people in France use the Ticket Restaurant® voucher.
Opening of first Ibis -Bordeaux
It was founded in Évry to guarantee Accor’s cultural identity, and it became the largest corporate learning institution in France.
Acquisition of Motel 6 chain in the United States
1990
THE MOTEL 6 CHAIN WAS PURCHASED
1975
1991
in the United States, representing the hotel industry’s largest ever acquisition: $2.3 billion for 550 motels. Accor became the world leader in economy hotels, with the largest number of rooms.
Opening of the Novotel Sydney Darling Harbour - First LENÔTREAccor Hotel in Australia
1991 ETAP HOTEL
of the budget hotel brand. Purchase of 14Creation Mercure hotels
1996
On the luxury end of things, Lenôtre, the jewel of French gastronomy, became an Accor brand.
COMPLIMENT CARD
The Compliment payment and loyalty card created, in partnership with American Express.
1999
CREATED THE SUITEHOTEL CONCEPT SUSTAINABLE DEVELOPMENT
Civic-minded Accor received the Green Globe award for its consideration of sustainable development.
1976 1980 8
Beginning of activities in Africa, the Middle-East & the Americas
1992
Accor gains control of Quality Pacific Corp (28 hotels). Accor Asia Pacific created
Acquisition of Sofitel chain - 44 hotels
1997
Accor Asia Pacific (AAPC) fully purchased by Accor SA (France)
2000 2001 2002 2004
2005
Accor Première Vacation Club launched
Development in China with Zenith Hotels. Launch of Australia & NZ Accor website
Accor announces six year sponsorship of Australian Olympic team
Official opening of Sofitel Wentworth Sydney
2008 2009
Mercure arrives in Vietnam with two hotels
2010
Accor Vacation Club celebrated its tenth anniversary on 10.10.10
2018
2008
AccorHotels Asia Pacific celebrate the acquisition of the Mantra Group
Official Opening of Sofitel Gold Coast & Official opening of Sofitel Brisbane
2020 2007
Accor Première Vacation Club changed trading name to Accor Vacation Club.
Accor launches Federated values and new look logo
2022
Accor Vacation Club celebrates 20 year anniversary
Accor acquires naming rights to Stadium Australia
Accor launched AIClub in 2008, rebranded to Le Club in 2012, a worldwide hotel loyalty program. Creation of MGallery: a new collection of upscale hotels with marked personality.
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Our Key People
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Sébastien Bazin
Sarah Derry
CHAIRMAN - CHIEF EXECUTIVE OFFICER Accor
CHIEF EXECUTIVE OFFICER Pacific
Craig Wood
Mark Rice
Christianne Nejm
CHIEF EXECUTIVE OFFICER Accor Vacation Club
General Manager Finance
Director Talent & Culture
Richard Jones
Sharon Norburn
Phil Reid
General Manager Developer Operations
General Manager Member Services and Guest Experience
General Manager Hotel Operations
Our Corporate Responsibility
Accor is planting a tree a minute in the world. In partnership with
The PLANET 21 program At Accor, we believe that growth and development should always represent an opportunity and never a danger for our employees, customers, host countries and the environment. To ensure that the major challenges of sustainable development are firmly anchored in our corporate strategy and to uphold our company value of Respect, we have set up a dedicated organisation and a structured program called PLANET 21. As the Accor group enters a new phase of sustained expansion, it is reaffirming its approach to responsible development, which generates value shared by everyone. The PLANET 21 program accelerates and intensifies Accor’s sustainable development commitment, transforming it into a decisive competitive advantage for the Group, its brands and its partners. The program is structured around 7 pillars of Health, Nature, Carbon, Innovation, Local, Employment and Dialogue which are made up of 21 commitments that are backed by quantifiable objectives. With PLANET 21, Accor is making sustainable hospitality the focus of its strategic vision, as well as its development and innovation processes. 11
Our Product Holiday Ownership in Australia Australians were first introduced to the concept of timeshare with the opening of several resorts in New South Wales and Queensland in 1978. Today, there are over 110 timeshare resorts in Australia, catering to the needs of more than 180,000 families who own timeshare holiday intervals in those resorts. Timeshare has evolved over the years and is now referred to as Holiday Ownership, thanks to the innovative ‘points’ system used by companies such as Accor Vacation Club. This highly flexible system ensures that Members are not bound by a specified week in a particular apartment, and can access all Club properties, as well as affiliated resorts using their Membership. Today, our Members enjoy quality holiday destinations at our 24 Club properties throughout the Asia Pacific, along with access to additional holiday benefits, including discounted accommodation with Accor properties and preferred Member rates with Accor Vacation Club Travel from Flight Centre. Holiday Ownership’s growth and popularity is due to its new flexible system, value for money and recognised quality, thanks to being associated with leading brands such as Accor. This has seen the industry become one of the fastest growing sectors in the worldwide hospitality industry. In fact, Holiday Ownership member numbers have been growing at over 10% annually for over twenty years.
Why does Accor have a Vacation Club? You might wonder why Accor would have a Vacation Club, as it may seem to take business away from Accor. Accor Vacation Club contributes a significant amount of room nights to Accor hotels to market our product.
Key benefits include: Builds the value of the Accor brand and reinforces loyalty to Accor. Drives members and guests to spend holiday dollars with the Accor family. Provides occupancy all year round, assisting with stabilising revenue streams. Provides opportunities for Accor during discussions with developers regarding management rights (i.e. Accor Vacation Club is able to purchase new inventory).
12 Great Barrier Reef, Far North Queensland
Kuta Beach, Bali
How Accor Vacation Club Membership Works Accor Vacation Club is structured to provide our Members with affordable holidays for a lifetime. When joining, Members acquire a Membership in the Club that holds legal title at properties for their use. They make a oneoff purchase for their membership when they join, then receive an allocation of Première
This annual allocation of Première Points can be used to book accommodation at Club properties located in a wide range of destinations. Our Members have the flexibility to holiday where they want, any season they want and in any size room they want. Members can use their points to stay for a short break or for a longer annual holiday. By purchasing a membership to our club, Members are also securing their future holidays at today’s prices. This means they won’t be affected
Points due to annual membership fees.
by fluctuations in the market from inflation.
Première Points are the currency which Accor
As we are a branded holiday ownership program,
Vacation Club Members use to secure their accommodation to holiday at Club Properties. The number of points issued to Members depends on the Membership level.
our Members can also access our Accor hotels and resorts at discounted rates, opening up even more holiday options. Our Members can also use their points with Interval International, our exchange company. Interval International
Membership Level
Première Points
Corporate
20,000+
Traveller
10,000 to 19,999
Platinum
5,000 to 9,999
Gold
4,000
Silver
3,000
Bronze
2,300
features thousands of resorts in more than 80 nations around the globe from which to choose, allowing a local Australian or New Zealand Member to visit a range of continents using their Accor Vacation Club membership.
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Our Club Property Locations INDONESIA
Nusa Dua, Bali
Palm Cove
NT QLD
AUSTRALIA
Sunshine Coast
WA
NEW ZEALAND
Gold Coast
SA NSW
Coromandel Peninsula
Coffs Harbour Hunter Valley
Swan Valley Busselton Margaret River
ACT
Lady Bay
Legend
VIC
Quality Accommodation, Desirable Locations With Accor Vacation Club, Members have access to a variety of quality resorts and hotels in many desirable holiday destinations. Stunning ski slopes, tranquil rainforests, sparkling seas and cosmopolitan cities are just some of the experiences
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Lake Crackenback Victorian High Country
Hepburn Shire Melbourne
Accor Vacation Club Property
awaiting our Accor Vacation Club Members.
Sydney Bowral
Wanaka Queenstown
Our Partners In addition to using points at Club Properties, our Members can also take advantage of terrific benefits through our affiliates.
ALL Accor Live Limitless is Accor’s global loyalty program that allows you to earn loyalty points when you stay at any one of over 5,300 hotels. From luxury to budget-friendly, Accor brands welcome you in over 110 countries around the world.
Accor Plus Whether you’re travelling for business or pleasure, the Accor Plus Card offers value you will not find anywhere else. This card is the perfect complement to your Accor Vacation Club Membership, allowing you to enjoy a discount off meals and accommodation at selected, participating Accor properties.
The Accor Vacation Club Travel program is a highvalue travel program that allows Première Plus Members to use their Discovery Rewards Dollars as part payment to travel the world – cruise the South Pacific, explore the cobbled streets of Europe, relax with a cocktail in hand in a luxury Balinese resort or use their Discover Dollars towards their own dream holiday or lifestyle products.
Amore
A|MORE offers valued Accor Vacation Club Members a choice of benefits when you refer friends and family who become active Club Members. You’ll be entitled to select from a number of fantastic Amore reward options. The more potential Members you refer that join the Club, the more your Amore status increases.
Interval International celebrated its 30th year leading the vacation ownership industry as the exchange company of quality and innovation. Interval has a global network of thousands of resorts in more than 80 nations around the globe. With an Interval membership, the many ways to exchange offer the flexibility to trade your week or points for a resort vacation or towards a cruise or a hotel stay.
Interval Gold gives timeshare owners a wide range of benefits, including discounts at thousands of restaurants, hotels, retailers and attractions; access to round-the-clock concierge services; and additional exchange flexibility to trade timeshare weeks for cruises, golf and spa vacations and discounts on resort getaways.
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Benefits of Working for Accor Vacation Club
Accommodation and Travel Discounts ACCOR VACATION CLUB MEMBERSHIP DISCOUNTS FOR STAFF Staff and their immediate family have the opportunity to experience and enjoy membership in the Club and its benefits first hand at a substantially reduced price. Currently 25% discount! Further information can be found in the Staff and Associate Club Membership Policy or contact your Talent & Culture Department. ACCOR VACATION CLUB PROPERTY STAFF AND FAMILY RATES Accor Vacation Club employees and their immediate family will receive discounted rates on our accommodation at all Accor Vacation Club Properties, subject to availability and approval. Staff rates at Club Properties are applicable for bookings with a minimum of 2 nights, however 1 night may be granted by approval. You can book at our Australian and Indonesian properties at the following rates:
Room Configuration
Staff Rate ($AUD)
Family Rate ($AUD)
Studio
From $80 / night
From $100 / night
1 Bedroom
From $100 / night
From $120 / night
2 Bedroom
From $120 / night
From $140 / night
3 Bedroom
From $130 / night
From $150 / night
You can book at our New Zealand properties at the following rates:
Room Configuration
Staff Rate ($NZD)
Family Rate ($NZD)
Studio
From $90 / night
From $110 / night
1 Bedroom
From $110 / night
From $130 / night
2 Bedroom
From $140 / night
From $160 / night
Booking requests can be made by completing the ‘Staff Rates Booking Form’ and emailing to resortservices@accorvacationclub.com.au. See our Employee Benefits and Rewards - Club Property Staff Rates Policy for further details. ALL HEARTISTS As an employee of Accor, you have access to fantastic worldwide benefits from your first day! Wherever you go in the world, extending a welcome to people is a powerful sign of friendliness, mutual respect and openness to others. Employees of the Accor Group are entitled to receive their ALL Heartists card from the first day they join the company. This means they have become fully fledged members of the Accor team and that they have adopted our fundamental values.
HEARTIST ACCOR tagline BLUE N° dossier : 18J3103E Date : 15/02/19 AC/DC validation : Client validation :
The card entitles the holder to a special welcome at our establishments, a confirmation of the important role our employees and partners play in ensuring customer satisfaction. Your ALL Heartists entitles you to: RGB
RGB 5/0/51
•
Exclusive preferential rate on accommodation at Accor hotels – flat rate all year round (subject to availability)
•
Eligibility to earn points with ALL – Accor Live Limitless
•
Up to 50% discount off breakfast and 25% all other Food & Beverage
•
Access to a range of discounts with partner companies
To be eligible for the discount, the cardholder must be part of the party for both accommodation and dining. The cardholder must present their ALL Heartists and photo identification at check-in and in the restaurants. The ALL Heartists is for personal use only and cannot be used when on company business. Booking discount is restricted to a maximum of 2 rooms per night. Further terms and conditions can be found on the Accor website and the ALL Heartists Team Member Policy. Accor has introduced a standardised rate system for staff booking leisure travel to Accor hotels in Australia, New Zealand, Fiji Islands and French Polynesia. Accor has allotted standardised rates in three categories of hotels, so you will know exactly what staff rate you may expect. 16
Benefits of Working for Accor Vacation Club
ALL HEARTIST – DISCOUNTED ACCOMMODATION RATES You can book Accor branded properties at the following staff rates:
Hotels
Australia ($AUD)
New Zealand ($NZD)
Fiji ($FJD)
So
-
$160
-
Sofitel
$130
$145
$240
MGallery
$120
$120
-
Pullman*/Grand Mercure
$110
$110
-
Novotel / Mercure
$95
$95
$95
ibis Styles / ibis
$70
$70
-
ibis Budget
$60
$60
-
Please note: The above rates are standard, but can be subject to change due to availability, seasonal changes or major events being held. HOW TO BOOK YOUR ALL HEARTISTS ACCOMODATION A. World Wide Bookings To book accommodation please visit: https://www.allheartists.com/ B. Asia Pacific Region Bookings Go to: https://www.allheartists.com/ 1. On all.accor.com/australia/index.en.shtml select the destination and date of stay. 2. Tick Additional Criteria Preferential code and type in Local Staff Rate code ACCORAP. Then click OK 3. Select “rates & reservations” for the hotel you prefer. Add in room information and click OK. It is a requirement that you present your ALL Heartists Card along with photo ID on check in to receive this discounted rate. If your employment ends with Accor Vacation Club, it is a requirement that you return your ALL Heartists Card to the Talent & Culture Department. FAMILY AND FRIENDS RATES – IT’S NOT WHAT YOU KNOW, IT’S WHO YOU KNOW! Family and Friends can also take advantage of discounted rates within Accor (up to 30% off accommodation) across the Pacific. To book, visit https://all.accor.com and use preferential code: FAMFRIENDS
FR I EN D S & FA M ILY ACCOR tagline BLUE N° dossier : 18J3103E Date : 15/02/19 AC/DC validation : Client validation :
Family and friends rates are available in participating hotels, however, will be unavailable during times of seasonal high demand or events. This discount is for accommodation only and does not apply to Food & Beverage. RGB
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Benefits of Working for Accor Vacation Club
ACCOR PLUS CARD – A MEMBERSHIP THAT PAYS FOR ITSELF IN JUST ONE NIGHT. NOW THAT’S A PLUS! The Accor Plus Card offers members dining and accommodation discounts including: •
Up to 50% discount when dining in participating hotels and restaurants
•
One night’s complimentary accommodation that can be used at participating hotels across Asia Pacific
•
Exclusive Member’s Only special offers and a minimum 10% discount off the best rate of the day available to the general public for accommodation
•
Automatic enrolment in Accor Live Limitless at silver level so you can earn 50% more points
•
Priority access and special offers for major tours, attractions and events plus Europcar
Accor staff are entitled to a 25% discount off the current Accor Plus Card retail price. In order to receive the 25% discount, please complete the Accor Plus application form, including your hotel name and the word ‘STAFF’ next to Employee Name on the form. Your application form then needs to be given to your Talent & Culture Department for validation. This will then be sent to Accor Plus for processing. Please allow approximately two weeks to receive your card.
OTHER BENEFITS LIFEWORKS - EMPLOYEE ASSISTANCE PROGRAM (EAP) Accor provides a professional counselling service whose purpose is to assist individuals who are experiencing personal problems which are affecting life satisfaction and possibly, but not necessarily, job performance. Balancing work and life can be difficult which is why we want to provide as much support as possible. Your Employee Assistance Program (EAP) is a professional, confidential counselling service for employees and their immediate family members, paid for by us, your employer. It is free of charge to you and your family. This service is provided by an independent company. LifeWorks provide support anywhere, anytime through their wellbeing platform, telephone counseling, live chat and wellbeing resources. To access the platform: Option 1 1. Go to www.login.lifeworks.com 2. Enter the following details into the username/email and password fields: •
Username/email: accoraustralia|
Option 2 1. Download our LifeWorks App onto your phone or any smart device from the Apple Store or Google Play 2. Click on Log in (not sign up) and enter the following details into the username/ email and password fields: •
Username/email: accoraustralia
That’s it! You can now access the numerous articles on health and wellbeing 24/7 You can also call to speak to an professional via: Australia: 1300 361 008 New Zealand: 0800 155 318 For more information or a brochure, please contact your manager or Talent & Culture.
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REFER A FRIEND - ACCOR’S HEARTIST REFERRAL PROGRAM
Benefits of Working for Accor Vacation Club
HEARTIST REFERRAL PROGRAM
Accor’s Heartist Referral program is simple. All you need to do is refer a friend for a position within Accor Vacation Club. If your referral results in a successful placement, you earn $300 after their first day and an additional $300 once they complete 3 months service. Additional bonus’s apply for Sales referrals. Terms and Conditions apply. Simply complete a referral form and submit this to Talent & Culture prior to the referrals first day. DISCOUNTED HEALTH INSURANCE You can access a reduced corporate rate on Health Insurance through your employment with Accor Vacation Club. Book a 1:1 virtual consultation by visiting http://www.medibank.com.au/ which are conducted via phone or video conference. You can book anytime at your convenience to ask anything about provide heath insurance. SLEEPMAKER BED DISCOUNT As an Accor employee, you have access to a great discount on the Accor range of Sleepmaker beds. Purchase is restricted to two ensembles per year per employee, there is a delivery cost and delivery is restricted to metropolitan areas. To access these discounts, complete the Sleepmaker Bed Discount Order Form and email it directly to guest@sleepmaker.com.au. For delivery advice please phone Sleepmaker on 1300 798 765. This benefit applies to Australian employees only. BENEFITS YOUR WAY Accor is always looking to introduce new benefits which your leaders will share with you throughout your employment.
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LEARNING AND DEVELOPMENT
At Accor, we hire exceptional people and invest in their growth. We have thoughtfully designed learning and development opportunities, enabling our employees to embrace their personal capabilities. We invest in your education, provide access to experienced colleagues and give you opportunities to work with passionate, dedicated people. Challenge yourself, and meet your full potential. Accor is a dynamic business. Our high performers who display passion, commitment and hard work will be recognised and rewarded and considered for development opportunities when they arise. When it comes to development, we also value training and are happy to consider job related training and development opportunities such as the chance to work in other areas, and mentoring, coaching and external courses.
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ACCOR ACADEMY Accor has its very own Registered Training Organisation, which facilitates a range of training in many different areas. Accor Academy has face to face training, e-learning, online university and virtual classroom options. To start your personal development today or for a list of courses available, please go to https://ahacademie. bridgeapp.com where you will have access to our diverse learning and assessment library. To login to Accor Academy, refer to the details provided in your Welcome Email from Talent & Culture.
Develop your skills with Accor Academy PEOPLE PROCESS All employees receive performance reviews at least once a year. These performance reviews are times for you and your direct manager to receive and provide feedback. They are opportunities to discuss and set objectives for the forthcoming year, to talk about how you are tracking and to identify any development opportunities which will assist you in achieving important objectives.
CAREERS AT ACCOR All internal vacancies within Accor are advertised on: •
The Accor Vacation Club website http://www.accorvacationclub.com.au/careers/
•
Accor Careers https://careers.accor.com/global/en
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Information for your Employment with Accor Vacation Club
Information for your employment with
GENERAL STANDARDS AND PROCEDURES There are certain things you need to know about your employment with Accor Vacation Club to help you settle into your new job.
1.
TALENT & CULTURE DEPARTMENT
your Heartist Induction, where you will
Our Talent & Culture team is located at our
be introduced to the four Heartist
Corporate Office at Mantra on View Hotel, Ground
Principles our culture surrounds.
Floor, 22 View Avenue, Surfers Paradise QLD 4217.
Stage 3:
Department Induction: This is an on
If you have any questions regarding your
the job overview of the location in
employment or your workplace please contact them
which you work, including a focus
on 1800 600 509 (AUS) and 0800 600 509 (NZ) or
on site specific information followed
email: talent&culture@accorvacationclub.com.au.
by a department specific introduction
to your role. Your manager will work
with you, covering areas such as
grooming standards, rosters and
hours of work, occupational health
and safety, emergency procedures,
grievance procedures, people process,
career opportunities and location
2. OFFER OF EMPLOYMENT All new colleagues are issued with a Letter of Offer or an employment contract on commencement of employment. This details the terms and conditions and any legislation which governs your employment. It is an important document that you
INFORMATION FOR YOUR EMPLOYMENT WITH ACCOR VACATION CLUB
need to understand. You must return a signed copy to Talent & Culture as a record of your acceptance of the employment agreement between you and the company. Your manager or the Talent & Culture Department is available to answer any questions you may have relating to your employment. The contents of your Letter of Offer or employment contract must remain confidential at all times and
familiarisation.
Stage 4:
The Probation Review: This is a review,
conducted between you and your
manager, of your progress so far within
the probation period and considers
your suitability for the position.
4. PROBATIONARY PERIOD
is not to be discussed with any colleagues other
In Australia, all new employees (excluding casual
than your manager, Payroll or Talent & Culture.
employees) are employed on a probationary period
3. ORIENTATION A formal orientation program will form an integral part of your induction into Accor Vacation Club. Our orientation process is structured into four stages during your first three months of employment. These stages are:
as specified in their employment agreement. In New Zealand all new employees are employed on an induction period. This initial period gives you time to evaluate your new position and gives the company time to evaluate your suitability for the job and our requirements. If you satisfactorily complete this period, the company will continue
Stage 1:
The Accor Vacation Club Employee
Handbook: Introduces you to
Accor Vacation Club and includes
an overview of our history, the group,
benefits, employment conditions and
more.
Stage 2:
Company Induction: Created and
conducted by the Talent & Culture
team, you will be provided an
understanding of the company, our
product, and information about your
from time to time, providing as much notice as
employment with Accor including key
possible.
policies, and workplace health and
safety information. A large part of your
company induction will be completing
your employment. Your manager will review your progress during this period. Please talk to your manager if you have any concerns about settling into your new job.
5. ROSTERS Your department manager will display work rosters (if applicable) in advance. It is your responsibility to check when you are rostered to work and to attend your rostered shifts. The company may vary rosters
6. TIMESHEETS AND ATTENDANCE RECORDS By law, the company is obliged to keep accurate records of time worked by employees. Timesheets
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and attendance records are the company’s proof
Employee Self Service (ESS) system prior to
of attendance and are the only way Payroll knows
10am Monday.
pay. Your timesheet indicates when you start and
ii.
Pay Queries
finish work.
Every effort is made to avoid errors in your pay.
when employees have worked and how much to
If there is a discrepancy, you are to discuss it
You are responsible for accurately recording
with your Manager first. If there is an error,
information required on your timesheet including
your any adjustments, if necessary, in the next
hours worked and breaks taken. Failure to fill
pay period. You can also contact Payroll by
out your timesheet correctly and ensuring your
emailing payroll@accorvacationclub.com.au or
manager has signed off your timesheet may result
phoning +61 (07) 5595 3292.
in a delay to your wages payment. All employees are required to keep their manager advised of
iii. Superannuation
their departures from and returns to the premises
AUSTRALIA EMPLOYEES
another person’s attendance record may result in disciplinary action. In the event that you make an error in recording time, you should report it to your manager immediately.
7. UNEXPECTED ABSENCES OR LATENESS FOR WORK In the event that you will be late for work or unable
The company’s default Superannuation fund is Hostplus. However, employees are free to choose their own Superannuation fund by completing Superannuation Choice of Fund Form and submitting it to the Payroll Department. Please note, you are able to choose a nominated fund on commencement of employment and every 12
INFORMATION FOR YOUR EMPLOYMENT WITH ACCOR VACATION CLUB
during the workday. Falsifying your own or
months after that.
to start your rostered shift, you must immediately notify your manager directly by a verbal telephone
NEW ZEALAND EMPLOYEES
call. Of course it is preferred you give your manager
KiwiSaver is a voluntary, work-based savings
as much notice as possible, in order for alternate
initiative to help you with your long-term saving
cover to be arranged for your shift and to reduce
for retirement. KiwiSaver savings will complement
extra workload on your team. If you fail to notify
NZ Super to provide you with a better standard
your manager through the correct procedure or
of living for your retirement. When you start
you are consistently late or absent for work, your
employment with us, if you’re not already a
manager will meet with you to discuss corrective
member and are eligible, we will automatically
actions.
enrol you in KiwiSaver. If you’re a new employee
8. COMMUNICATION WITH THE MEDIA You are not permitted to make comments of any kind to the media about our business. The Chief Executive Officer (CEO) is the official company spokesperson. If the media approaches you at any
who’s been automatically enrolled, you can choose to opt out of KiwiSaver after 14 days in your new job. If you don’t opt out, you’ll remain a KiwiSaver member and deductions will continue to be made from your pay.
time, be polite, take their contact details and the nature of their enquiry and pass the message on to
iv. Employee Self Service (ESS)
your manager without delay.
Employee Self Service (ESS) is a web based
system that has been created to enable our
employees to monitor and update their own
records effectively. ESS allows you to access
and change personal details, to view and print
payslips and to apply for leave. Employees
can access information relating to personal
data, emergency contact details, leave, payroll,
banking details and deductions.
To access ESS, please login at http://ess using
9. PAY INFORMATION i.
When do I get paid?
All employees are paid on a weekly basis. The
pay week begins on Monday and ends on
Sunday. Employees’ wages are paid into
their nominated bank accounts on Thursday,
with the exception of NZ employees who are
paid Wednesday. To ensure your pay is
processed smoothly and efficiently each week,
please ensure any leave application or changes
to personal information are submitted via the 25
your assigned username and password. Please
mean your leave is automatically processed by
ensure you change your password the first
Payroll as it must be approved by your manager.
time you log onto ESS. You can change your
Depending on operational requirements, leave
password by clicking on the ‘Miscellaneous’
requests may not always be granted. The types of
drop down list, then ‘Change My Password’.
leave our employees may be entitled to are
Refer to the guide on how to use key ESS
outlined below. This section must be read in
functions.
conjunction with the Leave Provisions Policy. Leave
LEAVE ENTITLEMENTS All leave requests are to be lodged via the ESS system. Your request in the ESS system does not
CHANGES TO BANK ACCOUNT DETAILS Wages are paid directly into your nominated bank account. Employees wishing to change their bank details must log onto the Employee Self Service (ESS) website to make changes to their bank account details.
INFORMATION FOR YOUR EMPLOYMENT WITH ACCOR VACATION CLUB
Here, you can View, Edit, Add To or Delete Bank Accounts you have registered.
approved by Talent & Culture to ensure there is adequate coverage for the business function.
PAY ADVICES
Pay slips can be accessed via the ‘Pay Advices’ button each week. You will receive an automated email to your nominated work or personal email address advising a payslip is available for viewing. Please check your pay details in ESS to ensure the accuracy of payments. Past payslips can also be accessed from this location and printed as needed.
CHANGES TO YOUR PERSONAL DETAILS
LEAVE APPLICATIONS
Changes to any of your details i.e. address, phone number, change in name, emergency contact or next of kin details should be altered by clicking on the ‘Your Details’ button.
An automated email is then sent to your manager for approval of your leave period. You will be notified by email once your application is approved or declined. You can monitor your application when approved or amend / delete your application before it is reviewed by your manager.
It is very important that we have your current details on file to ensure we hold correct information in case of an emergency or if we need to contact you.
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for periods greater than four weeks must also be
To apply for leave, click on ‘Leave Requests’ and then add new leave request, enter dates and type of leave.
AUSTRALIAN EMPLOYEES
the expected day of return. Text messages
and emails are not an acceptable form of
i.
Annual Leave
notification. In the event that you are
Full time employees are entitled to four weeks
personally unable to contact your manager,
(20 days) annual leave per year. Part time
we request that your next of kin contacts
employees accrue annual leave on a pro-rata
your manager as early as possible. This
basis. Casual employees are not entitled to
enables coverage to be provided for the
annual leave benefits. Rather than receiving
paid time off, the casual hourly pay rate is
higher than that of a permanent employee.
absence if necessary. • Upon returning to work, all employees must complete a leave application via ESS.
Employees are strongly encouraged to take
We may request evidence to substantiate the
their accrued annual leave each year. Once an
reason for leave. You may not be entitled to
employee has accumulated four weeks or
the leave if you fail to provide either notice (as
more of entitled leave, the manager may
soon as practicable), or evidence (when
commence a leave management program in
requested) that would satisfy a reasonable
order to reduce the employee’s leave balance.
person. A medical certificate may be required
for absences of more than two days or for
ii.
Personal Leave
repeated absences on particular days, e.g.
All full time and part time employees are
before or after a weekend or public holiday.
entitled to paid personal / careers leave. Casual
employees are not eligible for paid personal /
iii. Compassionate leave
careers leave, but are entitled to unpaid
Compassionate leave may be accessed when a
careers leave. Accor Vacation Club must be
member of your immediate family or
notified of your absence so a replacement can
household has a life threatening illness or
be organised if necessary.
injury, or passes away, for the purpose of
spending time with the person or after death.
Full time employees are entitled to:
Employees are entitled to two days
• 10 days paid personal/carer’s leave
compassionate leave per occasion. Unpaid
(includes sick leave) per annum
compassionate leave may be granted at your
manager’s discretion or where the employee is
employed on a casual basis.
• 2 days unpaid emergency carer’s leave per annum *the above amounts are accrued on a pro-rata basis for part time employees.
iv. Long Service Leave
Eligible full time employees are entitled to long service leave (LSL). Part time employees
Personal / carers leave can be taken in the
event of personal injury or illness (sick leave),
are entitled to long service leave on a pro-rata
or to care for an immediate family or
basis. Accor Vacation Club may direct an
household member who requires care or
employee to take long service leave by giving
support because of personal illness or injury or
them at least three months notice once
an unexpected emergency. Immediate family
entitlement becomes due. LSL may be
is defined as an employee’s spouse, de facto
transferred with internal moves subject to
partner, child, parent, grandparent, grandchild
approval. See our Leave Policy for details on
or sibling. Full time and part time employees
entitlements and how to apply.
are only eligible for unpaid carers leave if they
do not have any paid personal / carers leave
v.
Parental Leave
credit available to them.
Eligible employees are entitled to take
maternity, paternity or adoption leave as
In the event that an employee is unable to
outlined in the Fair Work Act 2009. For
attend work the following is required:
information on entitlements and how to apply
• As early as possible, you must verbally
for Parental Leave please see our Parental
Leave Policy.
INFORMATION FOR YOUR EMPLOYMENT WITH ACCOR VACATION CLUB
notify your manager of the absence and
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vi. Community Service Leave
Sick leave may accumulate up to twenty two (22)
This leave is an entitlement to be absent from
days by carrying forward from one year to another
work when engaging in an eligible community
any unused sick leave.
service activity. An eligible community service
activity is:
An employee is entitled to use the sick leave
• jury service, including attendance for jury
entitlement in cases of genuine illness or accident of
selection, that is required by
Commonwealth, State or territory law;
• voluntary emergency management activity; or • an activity that is of community service nature prescribed by regulations.
self, partner, spouse or dependant. For any absence due to illness of more than one day the employee is required to notify the employer of the expected date of their return to work. The purpose of the notification is to enable the company to secure a replacement employee as necessary.
You need to notify your manager as soon as
possible of your requirement to attend a
If the sick leave of the employee lasts three or more
community service activity and the date(s) you
consecutive calendar days, the employer has the
are required to attend. You will also need to
right to require the employee to provide proof of
give your manager proof of attendance, which
illness, such as a medical certificate pertaining
includes the duration and, if pplicable, the
directly to the illness at the expense of the employee.
amount of money received.
INFORMATION FOR YOUR EMPLOYMENT WITH ACCOR VACATION CLUB
If the employee finds it necessary to stay at
NEW ZEALAND EMPLOYEES
home to care for a partner, dependent child or dependent parent, they will be able to use sick leave
i.
Annual Leave
Full time employees are entitled to four weeks
on the following conditions: •
Any leave taken will be deducted from the employee’s sick leave entitlement.
(20 days) annual leave per year. Part time
employees accrue annual leave on a pro-rata
•
If the sickness of the employee’s partner,
basis. Casual employees are not entitled to
dependent child or dependent parent lasts
annual leave benefits. Rather than receiving
three or more consecutive calendar days, the
paid time off, the casual hourly pay rate is
employer has the right to require the
higher than that of a permanent employee.
employee to provide proof of illness, such as a
medical certificate pertaining directly to the
Employees are strongly encouraged to take
illness.
•
Notification of the intended absence and the
their accrued annual leave each year. Once an
employee has accumulated four weeks or
notification of intended return to work will be
more of entitled leave, the manager may
as above.
commence a leave management program in
order to reduce the employee’s leave balance.
iii. Bereavement Leave
Bereavement leave may be accessed if a
member of your immediate family passes
Full time and part time employees are
away (Immediate family includes a spouse,
entitled to sick leave. After six months’
parent, grandparent, child, grandchild,
continuous service, the employee shall be
brother, sister, father-in-law or
entitled to:
mother-in-law).
• in the first year of service up to five (5) days
per annum,
Employees are entitled to access this leave
in the second year up to seven (7) days per
after six months continuous service for a
annum,
period of three daysleave per occasion.
in the third year and thereafter up to ten (10)
Bereavement leave requests that fall outside
days per annum.
the above criteria are at the employer’s
ii.
• •
Sick Leave
discretion. Where the employee is required
28
to travel overseas or has Tangihana
responsibility the employer may permit the
employee to use annual holidays.
i. Notice Boards / Emails
ii.
Parental Leave
Parental leave shall be granted in
You will find information such as benefits,
accordance with the provisions of the
events, company updates and more shared
Parental Leave and Employment Protection
on the Accor Vacation Club digital
Act 1987, as amended in 2002.
HootBoard. To join the board click here.
This information will also be shared on your
property notice boards.
Whilst working at Accor Vacation Club it’s quite
You will receive relevant emails regarding
possible you may be exposed to or have access to
learning and development opportunities,
confidential information. This could be anything
occupational health and safety,
from financial records, customer information,
environmental updates, social events,
supplier contracts and employee details. You are
policies, memos and more.
required to respect this confidential information both during and after your employment has ceased. You must not remove any documents or company property from the premises without the consent of your manager. At the conclusion of your employment, and whenever requested to do so, you must also return all company property, including documents and any other company information. Misuse of confidential information will result in disciplinary action, and in severe cases, legal action. Just as we want you to protect our information,
ii. Chief Executive Officer (CEO)
Quarterly Update
Craig Wood, our CEO, conducts quarterly
meetings to communicate company
information to our teams. An update of the
company’s performance for the previous
quarter, our goals and targets for the next
quarter and any announcements are
communicated by Craig. By sharing
these results we have the opportunity to
celebrate our successes and acknowledge
efforts by our employees.
INFORMATION FOR YOUR EMPLOYMENT WITH ACCOR VACATION CLUB
10. CONFIDENTIALITY AND PRIVACY
we will protect yours. We are committed to maintaining the privacy of all of our employees; therefore we will not divulge your personal details to any unauthorised party without your prior consent.
11. COMMUNICATION Accor has a strong belief that communication should be open at all levels of our organisation and as such, forms part of our Company Values or ‘how’ we do business. We make every effort to communicate with you in an atmosphere of respect, trust and professionalism. We will act with transparency, maintaining a constant, open dialogue. We will help create this environment by: •
Keeping you informed of issues concerning
you, your department and the company
•
Listening to your concerns and being
•
Providing feedback regarding your
performance and contributions, both
informally and through the formal
people process
responsive to them
Each location has a number of communication tools in place to aid this process and ensure that every employee has access to as much information about our organisation as possible. 29
EMPLOYMENT POLICIES Following is an overview of our key company policies that relate to your employment with Accor Vacation Club. There are a number of other company and department policies and procedures that you should be aware of. Be sure to ask your manager about these during your department orientation and training. All key Talent & Culture policies can be accessed via Flare and in the Talent & Culture folder on Common Drive. You can also obtain a copy by asking your manager or the Talent & Culture Department. • Code of Conduct
At Accor Vacation Club we conduct all of
our business affairs legally, ethically and with
strict observance of the highest standards of
integrity and propriety. Accor Vacation Club
requires its employees to actively work
towards the best interests of the company
and meet these high behavioural standards.
Always remember that you represent Accor
in any dealings with customers, suppliers
and competitors. Your personal behaviour
and conduct are of utmost importance to
the success of Accor Vacation Club. All
employees are expected to observe the
highest standards of ethics, integrity and
behaviour during the course of their
employment and are expected to conduct
themselves in a professional and courteous
manner. The company expects employees
to observe the Code of Conduct standards of
behaviour both inside and outside the
workplace where the workplace participant
can be perceived as representing Accor.
•
Data Breach Response Policy
• Discrimination, Harassment, Sexual
Harassment, Bullying and Victimisation
Policy
• Ethics and Corporate Social Responsibility
EMPLOYMENT POLICIES
Charter
• Equal Employment Opportunity (EEO)
Policy
• Email and Internet Usage Policy • Environmental Policy • Grievance Policy • Return to Work (Rehabilitation) Policy • Social Media Policy • Whistle-Blower Policy • Work Health & Safety Policy • Workforce Inclusion and Diversity Policy 30
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EMPLOYMENT POLICIES
Glossary of Accor Jargon / Acronyms
GLOSSARY OF ACCOR JARGON / ACRONYMS
MEMBER AND RESORT SERVICES ALL - Accor Live Limitless
AAPC
Accor Asia Pacific
Accor Plus
Accor Plus
A membership program for Accor Asia Pacific offering discount rates to members for accommodation and dining.
ADR
Average Daily Rate
Statistic representing the average rental income per occupied room in a given time period
ARR
Average Room Rate
Hotels use this measure to calculate the average price at which they are booking hotels each night
ASA
Accor Sales Application
An online sales tool used to track clients, profiles and contracts, etc. (Sometimes seen as ASA Ventes)
ASIC
Australian Securities Investment Commission
Australia’s corporate markets and financial services regulator
ATS
Accor Technical Services
BT
Bonus time
Discounted cash rate for members to book Club properties at short notice
COSL
Credit Ombudsman Services Limited
Provides consumers and financial service providers an accessible, independent and fair dispute resolution service.
CXL
Cancellation
DOTW
Data on the Web
An internet application that allows hotels to access components of the TARS database
EDM
Electronic Direct Marketing
Email that is sent to a large database for marketing purposes
AVC Travel
Accor vacation Club Travel
FF&E
Furniture, Fixtures and Equipment
FOC
Free of Charge
II
Interval international
Our affiliated timeshare exchange company
II Gold
Interval Gold
A special class of Interval membership that offers more options to members
Merlin
Inventory category
Our internal reservations and property management system
MEM-CASH
Inventory category
This is the inventory that members can book and pay for
MICE
Meeting Incentive Conferences & Events
Market segment related to food & beverage and events
MLOS
Minimum length of Stay
A condition of the rate, which may be a special and requires guests to stay a minimum number of nights to qualify for that rate
OCC
Occupancy
Number of rooms sold divided by number of rooms Available
PHP
Preferred Hotel Program
PMS
Property Management System
PPC
Pay Per Click
Public
Inventory category - Public
Movable furniture, fixtures and equipment that have no permanent connection to the structure of a building
Computerized system used to manage guest bookings, online reservations, point of sale & telephones
The inventory that we have allocated to the hotel to sell to the Public (non member) The highest published price of a hotel. All other rates are discounted from this rate
Rack Rate
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Accor’s loyalty membership program, now known as ALL - Accor live Limitless
ALL
RevMax
Document called REVmax
This is a tool for managing the hotel - it assists with the forecasting, pick up reporting and budgeting
RevPar
Revenue per Available Room
Used as a primary statistic indicating the overall financial performance of a property
SAP
Service Agreement Property
Where another entity operates the Hotel on behalf of Accor Vacation Club (Check-ins, Cleaning etc)
SMP
Self Managed Property
Where Accor Vacation Club employs a Hotel Manager and employees directly to operate the Hotel
SPI
Systems Product Inc
Our internal reservations and property management system (Also referred to as Orange). This system has been replaced by Merlin
SS
Super Saver
Cash rate comparable with what is in the market for members to use
TARS
Travel Agent Reservation System
Accor’s central hotel database for all hotel information Central Reservations System (CRS) for all Accor hotels
TDI
Travel Demand Index
Interval International’s index showing seasonal travel demand
CASH DEAL
Where an applicant purchases a Membership without consumer finance and makes the entire payment in cash
COOLING OFF PERIOD
The period of time given to new Members to cancel (7 days) and receive a full refund of deposit
ENCORE
Encore is a discounted accommodation package where guests attend another sales preview
FDS
Full Down Sale
A sale where 10% of the purchase price is paid as a deposit and the remainder is paid with Consumer Finance
FSG
Financial Services Guide
A disclosure document outlining the services and product, remuneration staff recieve and our complaints process
PDS
Product Disclosure Statement
Document designed to enable customers to make an informed decision on a financial product.
PENACTIVE
A Pender deal which has completed the monthly repayments, therefore have now paid the full 10% deposit
PENDER
Where a 10% deposit for purchase of a membership is split into 3 or 6 monthly repayments
PENDING VOIDS
Where the Membership is written and voided on the same day. Memberships can only be voided on the same day of purchase
RE
Responsible Entity
A.P.V.C Ltd. Offers interests (Memberships) in Accor Vacation Club
SOA
Statement of Advice
A record of the personal financial product advice provided to the guest
STAFF MEMBERSHIP
Accor Vacation Club membership owned by Accor Vacation Club staff member or their immediate family
TOUR
A guest attending a sales presentation at a predetermined time
UPGRADE
When an existing Member decides to upgrade their current Membership level to a higher level
GLOSSARY OF ACCOR JARGON / ACRONYMS
SALES & MARKETING
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It doesn’t get any better than this!
22-HR-0438