Welcome Handbook by Alexandra

Welcome Handbook HANDBOOK FOR NEW EMPLOYEES

HOB HOTEL

HOB Hotel 2021

INDEX

HOB HOTEL

02 Welcoming Letter

About us

Our mission

Our vision

Objectives

Our core values

Culture

Brand Attributes

Client Attention

Organization Charts

Environment

Quality

Corporate Social Responsibility

Internal rules

Conduct principles

Prevention of labour risks

H.R policies

Working conditions

Welcoming letter Welcome to Hob Hotel. You have just started your new professional stage in our organization, and I wish you a long and fruitful career. We look forward to a mutually beneficial working relationship. For you, to the extent that it can be useful for your personal and professional development. For our company, of which you are already a part, we are sure that your contribution will help us to improve our competitiveness and profitability, as well as to face future challenges with more guarantees. We are going to share a good part of our time at work. That is why it is worthwhile for you to get to know us and understand who and how we are, what we do and how we manage, thanks to the effort of all of us, to grow more and more every day. Thank you for being part of our team. Mara Camacho Hechavarría Hotel Director. HOB Hotel 2021

About us

Hotel Hob is a three star city hotel located in the heart of the city of Granada, just a few minutes from the Cathedral and the train station. Our story begins at the beginning of 2018 when 3 colleagues decided to join together to start a new project. Each of the entrepreneurs had different capabilities, experience and skills in different areas within the tourism sector. This allowed us to create a working team and a truly enriching set of ideas. Our desire from the beginning was to implement the best professional and environmental practices. We are a young and enterprising company, so this philosophy is reflected in our day to day. We invite you to enjoy the hospitality, comfort and the best location in town. Remember; "Come in as a guest. Leave as a family". Hob Hotel Team 3

"To be a profitable hotel and oriented to customer satisfaction "

Excellence in guest service, exceeding their expectations and motivating them to return, is the main objective of Hob Hotel.

Our mission

Our team generates a warm and positive atmosphere, taking care of every detail of the attention to visitors, and maintaining a commitment to quality with management and suppliers. 4

Our vision To become the hotel company of choice for customers to enjoy and preferred by professionals to work for, leading change and developing a social and environmental commitment and creating unique experiences that motivate our guests to return.

HOB Hotel 2021

Contribute to social, political and economic welfare and development. To open new markets, and to be pioneers in the launching of new and innovative products and services. To position ourselves as a brand and company reference in the national and international tourism sector. To satisfy the expectations of our main clients (guests, shareholders, employees, partners and collaborators, suppliers and public administrations). To assert our extensive experience in the field of vacation and urban hotel management. To make each and every one of our projects profitable. To take advantage of business opportunities.

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The objectives of HOB as a group are clear and defined so that they can be applied in all areas of the group. They can serve as a guide for you in your work and in setting your own objectives.

Commitment All HOB Hotel employees must comply with the company's rules and procedures. These rules are grouped together in the Hob Group Code of Ethics, which in turn is divided into 5 committments. To be ethical with ourselves and our people. To be ethical with our customers. To be ethical with our shareholders. To be ethical with our competitors. To be ethical with the community. HOB Hotel 2021

Spirit of service

Our core values

The satisfaction of our customers is our raison d'être as a Group, we dedicate ourselves with enthusiasm and devotion to their service, with the vocation to go beyond the details. Teamwork: The sum of our abilities multiplies our value. We unite strength and enthusiasm in each of the challenges we take on. Enthusiasm: We love what we do and we put all our skills at the service of our clients, because we are passionate about our vocation.

HOB Hotel 2021

Flexibility

Responsibility

"We understand flexibility as the ability to adapt to a new direction by seeking excellence, being dynamic and offering answers. It is about evolving effectively and efficiently".

"We recognize, accept and fulfill the commitments we have with our environment, always being able to go beyond what is expected."

Efficiency: We seek to achieve objectives by optimizing resources and time invested and adapting to the environment quickly.

Honesty: We remain true to our principles, keep our promises and believe in transparency. Leadership: We get involved, we are able to lead those who are close to us, we motivate and generate trust.

Effectiveness: We are focused on obtaining results that allow us to be the most profitable company possible in both the short and long term.

It is important to keep these values in mind on a daily basis, as they are the key to the success of our work.

HOB Hotel 2021

Our Secret Sauce

“Come in as Guest. Leave as Family.” HOB HOTEL

Hob's culture is characterized by 5 fundamental pillars.

Culture

Restless and innovative: Organization disciplined in the essentials and flexible in everything else, agile, open to change, permeable, with order and coordination. Passionate and collaborative: With personal commitment and involvement and team recognition, transmitting enthusiasm and optimism, helping everyone to grow in an environment of trust, internal communication and transparency. Client. Customer-centric: The customer, at the center of all our e decisions.Digital: with decisions based on data. Open to technological trends with a focus on the customer (connected, mobile and social). Flexible and Disciplined: Non-conformist, with a willingness to improve, with a desire for training and information, who shares knowledge. With a global vision of the company, the sector, trends and novelties. Proactive and stimulates initiative. Honesty: it is representative in our organization, guaranteeing trust, security and integrity in interpersonal relationships. Offering ethical conduct, clearly discerning between what is right and what is wrong.

Brand attributes Imaginative and surprising We go beyond a common hotel experience. Surprising is what, based on imagination, exceeds expectations. It is what makes it different, original, innovative, memorable, exceptional, unforeseen. It is what is creative, what moves, what leaves no one indifferent. We create moments, moments and experiences that give life to the best memories of our guests.

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Close and facilitating We maintain a balance between professionalism and proximity. The spirit of service is in our DNA, and it is a cordial, open, friendly, flexible spirit that maintains naturalness and respect, avoiding excesses of trust or familiarity. We make life easy for our customers because we want everyone to feel like our best recommended customer, our favorite.

HOB Hotel 2021

Local culture To travel is to experience what is different, what is original in each place, what is essential and unique in each destination. Our hotel is imbued with this atmosphere of local culture in every room, every room, every employee. Our proposals to guests reflect the character of the place where we are. Our hotel has flavor and reflects what surrounds them, to offer our guests the possibility to experience the closeness of the local culture. HOB Hotel 2021

Client attention

A good professional feels fully responsible for the relationship with his clients. He establishes a personal contact with the client, creates a current of sympathy and strives to discern his tastes and needs, making the client feel complicit in this situation. a) Who and what is a customer?

A customer is the most important factor in any company, regardless of whether he is present in person, on the other end of the phone or via e-mail. It is not an interruption of our work, but its meaning and purpose. It is someone who expresses his wishes to us, so our job is to please them in the best possible way, because our customers are people of flesh and blood, subject to mistakes, prejudices and emotions just like ours. We should not confront them, much less try to deceive them. He is someone from whom we can learn a lot, so let's listen to him. As a living part of our business, it is he who pays our payroll through management. In short, the customer is our raison for being. 14

b) The 10 rules to keep in mind for an excellent service. 1. The customer is the most important person in the hotel. 2. Do not keep the customer waiting, greet him immediately and give him full attention, without distractions or interruptions. 3. In our conversations with them, we must make sure that both the first 30 seconds, the first contact, and the last 30 minutes, have value and are part of the service, leaving a good impression of the service received. 4. We must be natural, not fake or robotic, showing energy, cordiality and enthusiasm. 5. The customer never interrupts our work, but is the purpose of it. He is doing us a favor by visiting us or calling us to transact business. We are not doing you any favor by serving you.

6. Our job is to satisfy our customers' needs, desires and expectations and, whenever possible, to allay their fears and resolve their complaints. 7. Let's think, let's use common sense to see how we can solve the problems that our customers may have. We must become agents of our customers, if we cannot solve their problem we must know who to refer them to. 8. The customer deserves to be treated with the utmost attention, courtesy and professionalism that we can provide. 9. Is the most vital part of our hotel. Always remember that without our customers, we would have no business activities. We work for them. 10. Whenever possible, try to treat the customer by name (Mr/Mrs), maintaining eye contact and offering each one the appropriate amount of time, even if our shift is ending, 15

Organization Chart 16

GENERAL DIRECTOR

HOB HOTEL

RESERVATIONS MANAGER

HR MANAGER

FRONT DESK MANAGER

RECEPTIONISTS

HOUSEKEEPING MANAGER

HOUSEKEEPERS

MAINTENANCE MANAGER

F&B MANAGER

CHEF

MAÎTRE

COOKERS

WAITERS/ WAITRESSES

The Hob Hotel is sensitive to sustainable management and respect for the environment. These priorities are evidenced by two fundamental aspects:

Environment

1. Sustainable and environmental development program defined by the company. 2. Some hotels reinforce their commitment by participating in national and international certifications. By adhering to internal and external audits, they can obtain official environmental management certificates such as ISO 14001 or Green Globe, among others. 18

Quality The quality of a product or service is the customer's perception of it. It is formed by the fulfillment of the conditions and requirements of that particular service. At Hob we focus on three areas of action: 1. Customer satisfaction: To know the degree of customer satisfaction, as well as their needs and expectations about the services offered, Hob has the following tools: Monitoring of the Online Reputation Index. Online satisfaction survey system. Internal complaints and claims system.

2. Service standardization: To provide a uniform service based on the "best practices" of the sector in all our establishments. 3.The participation of the hotel team: The essential basis for achieving a quality service and obtaining the full satisfaction of our customers is to achieve the motivation and participation of our teams, for which Hob encourages the realization of Welcome Sessions for new employees, departmental meetings, training programs .... HOB Hotel 2021

1. Respect for people.

Corporate Social Responsibility

Principle of non-discrimination and equal opportunities. Reconciliation of personal and family life with work. Health and safety. Prevention of occupational hazards. Development of workers and positive leadership. Teamwork. HOB Hotel 2021

2. Transparency and confidentiality. To be transparent and accessible to our customers. To be pleasant and close to our customers. Promote continuous improvement and innovation to achieve the highest quality of service. Provide solutions to the customer and not generate unnecessary problems. To comply with the established deadlines and commitments. We must have a professional knowledge of all the products and/or services that the company offers to its customers that the company offers to its customers. Safeguard information by keeping it secure and limiting access only to those who need to know it to do their jobs only to those who have a need to know it in order to perform their work. All information owned by the organization must be used solely and exclusively for the development of our work exclusively for the development of our work. The company will ensure that customers have an effective complaints and suggestions system at their disposal. No one may exceed in the performance of their attributions and/or responsibilities and avoid decisions that do not correspond. and avoid decisions that do not correspond. 22

3. Defense and respect for the environment. Hob Hotel is committed to protecting the environment, helping to mitigate climate change, minimizing environmental impact and with pollution prevention policies driving continuous improvement, creativity and innovation, maintaining an effective environmental management system of continuous improvement. Respect for the environment is another facet of social commitment that requires making business development compatible with environmental protection.

HOB Hotel 2021

Internal Rules HOB Hotel 2021

All the Hotel's work team must contribute to its maintenance, take care of the work tools during their workday, as well as leave the areas clean and tidy. It is important to inform the Department Heads of any situation, both in hygiene and safety, that is not correct. It is the employee's responsibility to ensure the maintenance and cleanliness of the changing rooms and lockers. It is forbidden to store any type of food inside the lockers. Staff must use the services assigned to them. No bags or personal items should be brought into the areas for the use of clients, nor into the Reception, Spa, Gym or cafeteria areas. The parking lot for clients shall not be used. All employees will collaborate with the maintenance of the Hotel staff dining room, removing waste and utensils to their corresponding places. Dining room schedules will always be respected.

Each employee shall require compliance with the necessary hygiene and health standards. In the event that there is an area assigned for smokers to smoke, the personnel using this area must contribute to the maintenance and cleaning of the same, independently of the hotel's cleaning. Smoking is prohibited in the workplace, according to current regulations, except in outdoor areas designated for this purpose. If, after smoking, the employee must be in contact with customers again, he/she must ensure that he/she does not give off any tobacco odor by washing his/her hands, mouth, etc. All work surfaces must be kept clean and in good condition, in accordance with Occupational Health and Safety and Hygiene regulations. Personal telephones may not be used during working hours. 25

Assistance and punctuality

Uniformity and presence

The worker must report to his/her work station 5 minutes before the start of his/her workday in order to be able to pass on the necessary information to his/her colleague on change of shift. In cases of delay in the arrival of colleagues for the new shift, the employee must never leave the work station until the person for the new shift arrives.

All personnel must be in full uniform, clean and in perfect condition. The correct uniform is the image that differentiates us. No changes are allowed in the design of the uniform, as well as in the shoes.

To have availability of schedules in the agreed periods in the cases in which it is so established.

The identification badge, which is part of the uniform, shall bear the name and surname of the employee and shall be placed on the left lapel.

The Personnel Department must be informed as soon as possible of the fact or reason for the absence from work.

Employees in the reception department should wear a grey or blue jacket and trousers, and a white blouse or shirt.

It is not permitted to leave work without a justified cause, even for a short period of time, or to terminate work early.

The use of the uniform is not allowed outside the hotel premises. The employee will be informed of the location of changing rooms and lockers.

No personal calls may be received or made at the work station. Persons not involved in the development of the service may not be invited to any area.

a) Personal hygiene

b) Hair and makeup

To ensure a clean, odor-free appearance, it is necessary to shower daily, or even before each service if necessary.

Long hair, whether for men or women, should be tied back, allowing the face to be free and clear.

It is advisable to use deodorant to ensure that the freshness lasts throughout the service, especially in those tasks involving physical exertion.

If a beard is used, it is permitted, but must be well trimmed and neatly brushed.

The deodorants and perfumes used should be mild, avoiding overly strong fragrances.

c) Hands and shoes Hands should be clean at all times, with nails trimmed and manicured. Women should use discreet colored nail polish. Dark shoes, preferably black. Formal shoes such as tennis shoes may be acceptable. Both uniform and shoes must always be clean, ironed and free of stains. Shoes with colors that do not match the uniform or that are too bright should be avoided. HOB Hotel 2021

Facial make-up should be soft and gentle, presenting a natural appearance

d) Use of jewelry and costume jewelry The use of jewelry and costume jewelry should be discreet, in order to achieve the most professional image possible.Women should limit the use of earrings to one pair. Earrings are not permitted for men. The use of rings should be limited for both, to one. Piercings and tattoos are permitted as long as they are subtle and not offensive. 27

Conduct principles 1. We must take care of our personal appearance to the maximum, dress in uniform in a functional, elegant and clean way. 2. The treatment with the client will be formal, friendly and respectful, using the formulas of courtesy. 3. We must be ready to serve the customer in a competent professional manner and be constantly attentive to him. 4. Services shall be performed efficiently, promptly and diligently, in a reliable manner and avoiding mistakes. Noise during service that may disturb customers shall be avoided.

HOB HOTEL

5. We must be prepared to anticipate customer complaints and use all the means at our disposal to resolve them. 6. Promote a good working environment within the department and among the rest of the employees, with the utmost respect for our colleagues. 7. Absence from work due to illness or sick leave must be justified, and shall be be communicated immediately to the Director or, failing that, to the head of reception, the head of HR or shift manager. 8. Any complaint, suggestion or problem of the personnel will be attended and solved following the system established for this purpose. 28

Prevention of labour risks In terms of Occupational Risk Prevention, some of the general measures to be taken into account in the work center are described below. Subsequently, the risks will be provided by job positions with their corresponding preventive measures.

HOB Hotel 2021

FIRE In the case of any emergency, remain calm and act decisively to avoid transmitting concern to visitors/clients. In case of fire: Keep calm Immediately notify your immediate superior, detail the location, nature and cause of the emergency and make sure he/she understands you. If the fire does NOT affect the electrical panel, disconnect it. If you know which extinguisher to use, use it, but remember that all fires are not the same and each one requires a different extinguisher. Locate the nearest extinguisher and check beforehand that it is working properly. The jet of the extinguisher must be directed to the base of the flames or to the source of the burning leak, getting as close as possible. Do not waste uselessly discharging blindly or at a great distance. Do not take risks. Whenever an electrical fire is declared, CO2 extinguishers should be used. Do not use water to extinguish electrical fires. HOB Hotel 2021

FIRST AID In the event of an accident, the PWS method (Protect, Warn and Aid) should be followed. Protect: Prevent the accident from becoming more serious, both for the people already affected and for the possibility that the damage may spread to others. Warn: Notify the control center (Reception) so that they can implement the protocol and contact the relevant external assistance: ambulance, police, fire department... depending on the type of accident that has occurred. Rescue: Always through the Chief of intervention, a figure that falls on the hotel management. To assist, in the first instance, the people affected by the accident while qualified medical personnel arrive. Only those who are prepared to do so should assist. HOB Hotel 2021

WORK ACCIDENT 1. In the event of an accident at work, you must immediately inform your superior, who will notify HR. In the absence of the head of HR, he/she will notify the Director, Deputy Director or Assistant Director, to study the need for transfer to the corresponding Mutual Insurance Company's health care center. 2. If the injured person's life is in danger: The head of HR, director, deputy director will give the order or directly notify the emergency services of the Mutual to come with an ambulance or, failing that, the medical emergency services of the Autonomous Community. Among the employee's obligations, once he/she has received the medical assistance and is in possession of the report issued by the Mutual Insurance Company. Report without sick leave: It must be delivered to HR within the same day or, if not possible, within the next working day. Leave of absence report: Must be submitted to HR within 3 calendar days from the date of issue. If a sick leave confirmation report is issued, it must also be submitted within 3 calendar days from the date of issue. The discharge report must be submitted on the first day following the date of discharge. HOB Hotel 2021

ELECTRICAL RISK Do not handle electrical installation, wiring, plugs, etc., that are accidentally wet or if your hands or feet are wet. Do not use electrical equipment, cables or plugs that are not in good condition. Avoid having cables on the floor, especially in damp or wet areas. Do not make sockets directly with bare wires. To unplug, do not pull the cable, but do it by the plug. In the event of a breakdown, do not try to repair it on your own, inform your superior immediately. Inspect the electrical appliances to be used, and at the slightest problem, unplug the appliance and notify for repair. Do not use electrical appliances or work equipment without first reading the instructions for use and comply with them while working. Do not place pieces of tape or adhesive tape on the circuit breakers and circuit breakers. HOB Hotel 2021

NIGHT SHIFT After leaving the work shift, try to find dark and quiet spaces to sleep. Maintain a regular schedule of meals. Avoid eating heavy meals before going to bed Avoid drinking alcohol, caffeine and stimulants in general two or three hours before bedtime. Exercise regularly.

HOB Hotel 2021

PSYCHOSOCIAL FACTORS Schedule the volume of work and the time necessary for your development, planning tasks in advance and establishing a schedule of actions or work. Avoid feelings of urgency and time pressure, if some tasks take longer than expected let the Department Head know so that he/she can anticipate possible situations of lack of time for the tasks. If you are able to advance tasks on a day when you know you have time, do so in anticipation of not joining these tasks on days when the inconvenience of the day will cause an excess of tasks to arise Avoid as much as possible, jobs that require intense and continuous efforts. Alternating jobs helps to avoid mental and physical fatigue. In those tasks that imply a displacement, which is a time not used for the task, plan them in such a way that the displacements and time lost due to these are as minimum as possible. It is essential to keep track of the tasks and actions performed to avoid the feeling of stress believing that certain tasks that have been performed are still to be performed, as well as to avoid rushing at the last moment to believe that tasks that are still pending have been done HOB Hotel 2021

MEDICAL EXAMINATIONS & TRAINING In order to control and monitor the impact of working conditions on the health of workers, medical examinations are carried out in accordance with the specific protocols established by the Health Surveillance Department of the Prevention Service. The examinations may be initial, periodic, post-IT, sensitive personnel or by assignment of specific tasks with new health risks. Periodically, workers receive specific training/information on the risks of their job, signage, emergency measures, manual handling of loads, etc.

HOB Hotel 2021

Once a year your manager will meet with you in order to evaluate your performance throughout the year. The purpose of this meeting is to take stock of the results of your work, detecting your strengths and also areas for improvement, both in your competencies and in your personal skills.

HR Policies

As a result of this process, you will be able to know your manager's expectations and vision in relation to your performance, as well as to agree on measures that will help you to improve the development of your functions, such as the detection of training needs, or the possibility of promotion or horizontal movements. HOB Hotel 2021

Working Conditions Working day: 8 hours per day with a 30-minute break. Weekly rest: 2 days of uninterrupted rest. Annual vacation: Every worker will have 33 days of vacation, of which 15 days of vacation must be taken during the summer months. Holidays: There are 14 holidays and 5 more days can be accumulated in case of working on a holiday. Shifts: The hotel has 3 daily shifts: Morning: 7:00 am to 3:00 pm. Afternoon: 15:00 pm to 23:00 pm. Night: 23:00 pm to 07:00h am. 10 38

We wish you the best of luck and thank you for being part of the Hob family! Hob Hotel Directors

NOW LET'S START BUILDING SOMETHING GREAT.