employee handbook
H YAT T H O T E L S C O R P O R AT I O N
G lobal Hyatt 1 World o f Hyatt 2 Hyatt Brands 4
H YAT T G U E S T S
Your Job Revolves around our Guests
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Touches o f Hyatt 9 People Philosophy 10 Hyatt Culture 11
W H O I S W H O AT H YAT T
Key Management Team- Dubai 12 O ther impor tant names you will come across
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W H AT C A N YO U E X P E C T F R O M U S
Human Resources Policies 12 Your compensation and Hours o f Work
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Employee Bene f its 16 Spor ts and Social 2 2 Training and de velopment 2 2 Employee C ommunications 24 Employee Recognition Programmes 24 What we can ex pec t from you Hyatt Look 25 Securit y Procedures 26 C ode o f C onduc t and Discipline 28
HYAT T HOTEL S CORPOR ATION G L O B A L H YAT T
H
yatt Ho tels C orporation headquar tered in Chicago, is a leading global hospitalit y company with a proud heritage o f making guests feel more than welcome . Hyatt was a privately owned company, wholly owned by the
Prit zker family. Hyatt Ho tels C orporation became public on the 5th November 2009 when it listed with the NYSE under the ticker sign “H ”. The company ›s subsidiaries manage , franchise , own and de velop hotels and resor ts under the Hyatt ®, Park Hyatt ®, Andaz ™, Grand Hyatt ®, Hyatt Re genc y ®, Hyatt Place® and Hyatt Summer f ield Suites™ brand names and have locations under de velopment on f ive continents . Hyatt vacation ownership, Inc , a Hyatt Hotels C orporation subsidiar y de velops and operates vacation ownership proper ties under the Hyatt Vacation Club. A s o f the 30th September 2009, the company ’s worldwide por tfolio consisted o f 415 proper ties .
H YAT T ’ S C O R P O R AT E V I S I O N
To be recognised as the most successful provider o f management ser vices to international deluxe hotels , resor ts and mi xed-use real estate de velopments .
H YAT T ’ S C O R P O R AT E M I S S I O N
We provide authentic hospitalit y. We make a difference in the lives o f those we “ touch” ever y day - that is our de f ination o f hospitalit y. We do this in an environment that respec ts all people and all ideas . We do it in an e ff icient way that leads to superior results .
H YAT T ’ S G O A L S
We aspire to be the pre ferred brand in each o f the se gments we ser ve ... most pre ferred among our :
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Employees Guests O wners (bo th third par t y proper t y owners as well as share holders)
H YAT T ’ S VA L U E S
Mu tual Respect : L isten well , verif y, acknowledge Intellectual Honest y and Integri t y : Tell and acccep t the tru th, honor your commitments Humili t y: Le t ac tions speak for themselve , recognise the contribu tion o f others Fun: Don’ t take yourself too seriously Creativi t y and Innovat ion: Challenge conventional wisdom, take ac tion/risk s , e valuate
PILLARS OF STRENGTH
BRAND CLARITY
Ensure we have clearly ar ticulated and well de f ined brand attribu tes and suppor ting ser vice deliver y strate gies for all Hyatt brands
BRAND INTEGRITY
C onsistently and rigorously apply brand produc t and ser vice deliver y standards at e ver y guest touch point to ensure the brand e x perience is delivered in e ver y guest interac tion resulting in Guest pre ference
S U S TA I N A B L E P R O F I TA B I L I T Y
Ensure long term pro f itabilit y which will sustain our grow th strate gy, suppor t our brand inte grit y and drive O wner Pre ference
MANPOWER DEVELOPMENT
People are our most impor tant asse t and the key to our success . We will strive to attrac t , develop and re tain highly engaged individuals , leading to Employee Pre ference
T H E W O R L D O F H YAT T
Hyatt Hotels Corporat ion Histor y Hyatt Ho tels C orporation is a rapidly growing company, with a fast moving and e xciting histor y. 195 7
Jay Prit zker was the original founder o f Hyatt back in 1957. On one o f his many business trips , he took an overnight plane to Los Angeles , U.S . A . for a business mee ting the following morning. When he arrived in Los Angeles he was tired and hungr y and with plent y o f time be fore his appointment , he went to the nearest local hotel , Hyatt House to pass his time and have break fast in a restaurant called Fat Eddie’s . Mr Prit zker was so impressed with both the food and ser vice that a thought star ted forming in his mind. It was the be ginning o f je t travel. Travel time reduced and airpor ts were becoming increasingly impor tant locations; the potential for hotels was enormous . Mr Prit zker made some enquiries and found that the hotel belonged to Mr Hyatt von Dehn, a Californian real estate investor. In the dynamic st yle that was to become synonymous with the word Hyatt , Mr Prit zker bought bo th the hotel and the name Hyatt be fore the end o f his shor t trip. The Hyatt Ho tel C orporation was born and over the ne x t t welve years Hyatt Ho tels grew in si ze and reputation, initially at airpor t locations and later in cit y centres .
195 7
A progressive and innovative hotel company be gins when a small hotel near the busy Los Angeles International A irpor t is bought from a man named Hyatt Von Dehn. In the following decade , a number o f new hotels across the United States are swiftly anne xed into Hyatt Hotels C orporation
1967
The grow th o f Hyatt Hotels C orporation is guaranteed with the creation o f a ho tel remark ably different from any hotel the world had e ver seen. In 1966 , Hyatt took over the comple tion o f Hyatt Re genc y Atlanta. The Hyatt Re genc y Atlanta features a breathtaking 20 storey atrium lobby, with lush trees , hanging greener y, spec tacular sculpture , glittering glass ele vators , a re volving roo f -top restaurant
and a daz zling array o f ser vices and amenities . This dramatic hotel , designed by John Por tman, launches a new era in hotel architec ture and operating philosophy. 1969
With continued grow th and prosperit y in the United States , oppor tunities for development be gin to appear in other countries and Hyatt International is formed to carr y the Hyatt concept o f e xcellence overseas . Hyatt Re genc y Hong Kong is the f irst hotel to open under Hyatt International Management . The new company adop ts a corporate philosophy featuring re gional design to re f lec t the life -st yle and heritage o f the host countr y. To provide architec tural drama , the use o f locally produced goods and construc tion materials is emphasised. This hotel closed at the end o f 2005 but was replaced by a new Hyatt Re genc y Hong Kong Tsim Sha Tsui in 2009.
197 2
In the 1970s , the concept o f Touches o f Hyatt � was created to distinguish Hyatt hospitalit y from o ther ho tel companies . This idea encourages employees to make ever y gesture a thoughtful and personal touch in order to make Hyatt Hotels some thing more than just a place to stay for the night . The 1970s also saw the introduc tion o f Hyatt ’s Re genc y Club that o ffers accommodation on separate f loors and o ffers premium VIP ser vices and amenities to the guests .
197 9
Hyatt International launched what was then its largest hotel with 700 rooms , the Hyatt Singapore (which has since been rebranded as Grand Hyatt Singapore). Since then Hyatt International has grown and de veloped into a major international ho tel company with Grand Hyatt Taipei , Taiwan taking the lead as the largest hotel with 850 rooms .
1986
Hyatt International and Hyatt C orporation both grow at an impressive rate . In the United States , Hyatt C orporation car ves an image o f luxur y and ser vice that captures the imagination o f the American traveller. Internationally, Hyatt International compe tes successfully for the international marke t by operating ho tels in over 28 countries , with different cultures , languages and currencies .
1988
Australia becomes the focus for grow th, with the introduc tion o f Grand Hyatt Melbourne , followed shor tly after wards by Park Hyatt Sydney, Hyatt Hotel Canberra , Hyatt Re genc y A delaide , Hyatt Re genc y Per th and t wo resor ts in Queensland – Hyatt Re genc y C oolum and Hyatt Re genc y S anc tuar y C ove .
1989
Brand names are introduced to differentiate be t ween the different st yles o f Hyatt proper ties and to help facilitate more focused brand images: Hyatt Re genc y, Grand Hyatt , Park Hyatt and Hyatt Resor t & Spa. The f irst resor t opened at Hyatt Re genc y Maui in Hawaii. In addition, Camp Hyatt was introduced in 1989 and it was the f irst ever ho tel wide programme that addressed the needs o f children on vacation. Hyatt International celebrates its 20th anniversar y and was selec ted as the best ho tel chain o f the year. The same year Hyatt International opens its f irst Grand Hyatt Ho tel – Grand Hyatt Hong Kong. The f irst Grand Hyatt Hotels were built during this time period to cater to business and leisure travelers as well as large scale mee tings and conventions . The Park Hyatt brand was also introduced with more intimate , luxurious and personali zed ser vice and ele gance found in a small European ho tel. L astly the 1980s saw the launch o f the Gold Passpor t Programme , the f irst Frequent Stay Programme .
1990
The 1990s be gan with the change o f the Hyatt logo. It incorporated the word “Hyatt ” with a crescent symboli zing the sunrise to sunse t e x perience o f the Hyatt Guest . Hyatt was also one o f the f irst hotel companies to o ffer a website , www. Hyatt .com, where a guest could make online reser vations .
1991
Hyatt continues its e x pansion o f Grand Hyatt with the launch o f three Grand Hyatt ho tels in Jak ar ta , Bali and Bangkok .
1999
Grand Hyatt Shanghai , the highest hotel in the world opens to great accolades and rapidly becomes renowned as the best hotel in China.
2000 The new corporate headquar ters at Hyatt C enter was built in Chicago, USA . 2002 A ver y busy year for Hyatt International with the opening o f Hyatt Re genc y Kolk ata , Hyatt Re genc y Mumbai and Park Hyatt Goa Resor t and Spa in India , Grand Hyatt Beijing in China , Park Hyatt Paris - Vendôme in France , Hyatt Re genc y Warsaw in Poland , and our ver y f irst Grand Hyatt in Sou th America , Grand Hyatt S ao Paulo in Brazil. 2003 Hyatt takes over Grand Hyatt Cairo, which becomes the biggest Hyatt Hotel in Europe A frica Middle East with 7 15 rooms . This decade also saw the creation o f
t wo new selec t ser vice brands , Hyatt Place and Hyatt Summer f ield Suites . Hyatt acquired 14 3 AmeriSuites and rebranded them to Hyatt Place . The same occurred for Hyatt Summer f ield Suites . The most recent brand addition was the launch o f Andaz in 200 7. The Andaz brand focuses on making a guest ’s stay as personal and unique as possible . Andaz is sophistication made Simple . The future is bright for Hyatt Ho tels C orporation with hotels planned in many new countries . G lobal Hyatt is constantly introducing new ideas in all areas o f hotel life , especially in terms o f ser vice , restaurant and bar concep ts and compu ter technology. It is this constant striving for new and be tter hotel facilities that makes Hyatt Hotels C orporation the successful and e xciting company that it is today. Today Hyatt operates in more than 4 5 countries around the world. Hyatt became listed on the 5th November 2009 for trading on NYSE under the ticker symbol ‘H ’. Hyatt is accessible on the Internet at hyatt .com
H Y A T T R E G E N C Y “ A R E F R E S H I N G E X P E R I E N C E .”
Hyatt Re genc y ® encompasses the full spec trum o f hotel t ypes , with individual proper ties o ffering a comple te range o f ser vices and dining op tions tailored to ser ve the needs o f conventions , business travellers or resor t vacationers . Hyatt Re genc y enables all guests to feel produc tive and revitali zed—whe ther they are travelling to work , unwind or gather in celebration. Proper ties range in si ze from 200 to over 2 ,000 rooms and are conveniently located in urban, suburban, airpor t , convention and resor t destinations around the world. Hyatt Re genc y ’s convention ho tels feature abundant mee ting and conference facilities propor tionate to the number o f guestrooms or to marke t demand. C onvention hotel guests are o ften par t o f a small to ver y large group, mee ting or conference . Business hotel guests are primarily individual business travellers . Resor t hotels cater to couples seeking a ge taway, families enjoying a vacation toge ther and corporate groups looking for a relaxed atmosphere in which to conduc t business and mee tings .
G R A N D H Y A T T “ A M A G N I F I C E N T E X P E R I E N C E .�
Grand Hyatt Ž features spec tacular, distinc tive hotels in major gateway cities and resor t destinations . With a presence around the world and critical mass in A sia , Grand Hyatt ho tels are places to enjoy, sociali ze and enter tain. Signature elements o f Grand Hyatt include dramatic and energe tic lobby environments , innovative dining options , state - o f -the -ar t technology, spa and f itness centres , and comprehensive business and mee ting facilities . Grand Hyatt ’s customers are e x perienced individual business and leisure travellers . The hotels also cater to conferences , corporate mee tings and social gatherings o f all si zes .
P A R K H Y A T T “ A N E X Q U I S I T E E X P E R I E N C E .”
Park Hyatt ® provides an unparalleled e x perience o f ele gant , contemporar y luxur y. Distinguished guests o f Park Hyatt receive highly attentive personal ser vice in an intimate and re f ined environment . Located in many o f the world ’s premier cities and selec ted resor t destinations , each Park Hyatt is custom designed to combine understated sophistication with distinc tive re gional charac ter. From the e xquisitely appointed guestrooms , to the critically acclaimed ar t program, to the signature restaurants featuring award-winning che f s , e ver y de tail o f the stay e x perience is thoughtfully and impeccably e xecu ted. Park Hyatt hotels ser ve discerning , aff luent individual business and leisure guests and provide gracious se ttings for social e vents and small group mee tings .
H YAT T R E S O R T S “A S E N S O R Y E X P E R I E N C E
Hyatt Resor ts™ is a collec tion o f proper ties within the Park Hyatt , Grand Hyatt and Hyatt Re genc y sub -brands . Each resor t brings the sub -brand to life in the more personal conte x t o f a vacation environment with relaxed , comfor table spaces re f lec tive o f the indigenous culture . Hotels are deliberately designed to accommodate both individual and family vacations , while delivering a stimulating se tting that enhances the success o f corporate mee tings .
H YAT T VA C AT I O N C L U B
Hyatt Vacation Club® provides members with unique vacation ownership oppor tunities in re gionally inspired residential-st yle proper ties . M embers have the f le x ibilit y o f usage , e xchange and rental with the uncompromising qualit y o f the Hyatt brand. Hyatt Vacation Club members can choose to occupy their home resor t , e xchange their time among 15 Hyatt Vacation and Residence Clubs , op t to trade their week for Gold Passpor t points and travel within the Hyatt system, or e xchange their time and travel within Inter val International , a third-par t y e xchange company with over 2 , 200 resor ts worldwide .
H YAT T P L A C E
Hyatt Place® o ffers guests a fresh, purpose ful and friendly stay e x perience with a selec ted range o f ser vices . Designed for the 24/7 lifest yle o f today ’s multi-tasking business traveller, Hyatt Place features casual hospitalit y in a well- designed , technology- enabled , contemporar y environment . Proper t y si zes range from 125 to 200 rooms and are located in urban, airpor t and suburban areas . Signature features o f Hyatt Place include The Galler y, which o ffers a co ffee and wine bar, and the 24/7 Guest K itchen where travellers can f ind freshly prepared snack s and entrees , as well as a daily complimentar y continental break fast . Hyatt Place guests include both individual business travellers , as well as families spending time toge ther on weekends . Hyatt Place proper ties are also well suited to ser ve small corporate/e xecutive mee tings .
H YAT T S U M M E R F I E L D S U I T E S
Hyatt Summer f ield SuitesTM is an e x tended-stay brand that o ffers individual travellers a warm and comfor table welcome . The 125- to 200-room, all-suite proper ties provide the feel o f a modern condominium where guests can maintain their business ac tivities , prepare their own meals , relax and sociali ze in a residential se tting. Guests enjoy complimentar y full break fast daily and an Evening Social on weeknights . Hyatt Summer f ield Suites are located in urban, airpor t and suburban locations and ser ve the individual transient or e x tended-stay guest . It is ideal for corporate clients seeking to place their employees on e x tended assignment . Hyatt Summer f ield Suites is also a good choice for small corporate/e xecu tive mee tings .
ANDAZ
AndazTM represents a re freshing take on the bou tique -st yle hotel. The atmosphere at Andaz is vibrant , ye t relaxed. Each hotel re f lec ts the unique cultural scene and spirit o f the surrounding neighbourhood. In addition to friendly and uncomplicated ser vice , signature Andaz elements include a personali zed arrival e x perience; complimentar y amenities in e ver y room; the Andaz Studio, an informal mee ting space designed to inspire and engage ; and a bar/restaurant that attrac ts local residents , as well as visiting guests . Andaz hotels and ser vices have been created to re f lec t the personal pre ferences o f today ’s individual business and leisure traveller. Andaz also ser ves small creative mee tings and other t ypes o f gatherings that call for a casual and st ylish se tting.
T H E H YAT T G U E S T S
Y O U R J O B R E V O LV E S A R O U N D O U R G U E S T S
A guest is someone who is seeking one or more o f the many ser vices our hotel o ffers . He will satisf y his desire either here or with one o f our many compe titors . A guest is a ver y impor tant person and wor thy o f the best ser vice we can give him. He buys our food , our func tion space , our rooms and other ser vices that we o ffer. In essence , he provides the money for operating e x penses , wages , our tips and the purchases o f this ho tel , which makes our employment possible . His wish is our command. A guest is no t an interruption to our work . He is the purpose o f it . We are not doing him a favour by ser ving him. He is doing us a favour by giving us the oppor tunit y to satisf y his needs . A guest is no t ano ther name on our book s , a cold statistic . He is a human being with feelings and emo tions like our own, with likes and dislikes , biases and pre judices . A guest is no t someone to argue or match wits with. You can not win an argument with a guest . If you win, we as ver y few people like to be proven wrong , or have their judgment questioned. Prove a guest wrong and he may go to our compe titor. A guest is a person who brings us his wants . It is our job to ensure the satisfac tion o f the guest in a manner pro f itable to him and ourselves . Winning his interest , respec t , admiration, and goodwill by our e xcellent ser vice will do much to encourage his future patronage . A guest is willing to pay fairly for the ser vices he receives . He doesn›t want to be overcharged or under ser ved. The be tter the ser vice rendered to him, the more positive will be his attitude towards our ho tel , and the greater your personal rewards and satisfac tion. A s a result , the guest will always come back . A guest is the reason for our e x istence . Keeping this in mind will help bring success to our ho tel and to us as employees .
T O U C H E S O F H YAT T
In Hyatt ever y employee is e x pec ted to provide our guests with a consistent e x perience ever y time they come to our ho tel. In each hotel , that e x perience should be consistent with our brand o f Hyatt , Re genc y, Grand , Park or Resor t . O f the many things that an employee is e x pec ted to do, there are some that you have to pu t right at the top o f the list . These standards are rele vant to e ver y brand o f Hyatt in ever y countr y. They are the signature ser vice and produc t standards for which we want to be known on a global basis and which se t us apar t from the compe tition. These standards are:
Greet Guests Warmly Use the guest ›s name , make eye contac t .
Say Goodbye Warmly
Le t guests know you look for ward to welcoming them back . Accept Compliments Humbly Graciously thank guests and colleagues .
Resolve Guest Complaints
Take ownership, solve the problem cour teously and promp tly, only say no
when absolutely necessar y.
Treat O thers Respec tf ully
With warmth and humilit y, including guests , owners , colleagues and the
local communit y. Escor t Guests Personally
Rather than pointing out direc tions .
Answer the Phone Professionally
Within three rings , with a smile in your voice , thank guests for holding.
Take Pride in Your Appearance
Remember that f irst impressions count .
Work Safely and Cleanly
Take pride in your workplace .
Maintain Your Work Environment
Fi x and repor t de fec ts , respec t the environment , rec ycle and conser ve
energy.
PEOPLE PHILOSOPHY
People are our principle asse t and the key to our success Hyatt Ho tel C orporation has focused much o f its resources and energy on the de velopment and e x pansion o f our produc t , and we can be proud o f the fac t that we have de veloped some o f the most beautiful and innovative hotels in the world. We have also placed a strong focus on the relationship with our owners , and their e x pec tations for the f inancial per formance o f their ho tels . We focus on the re turn on their investment , and on protec ting and managing their valuable asse ts: the hotel itself. And f inally, we are focused on our e x ternal customers , the guests who stay in our hotel and e x perience our facilities . However, we know that none o f this can be achieved withou t our people . You are the critical link that ties e ver y thing toge ther. A fter all , it is you that has the oppor tunit y to create successful relationships with our guests and our owners , who in turn reinvest in our produc t . The image below illustrates your central role in the e xecu tion o f our business strate gies . The belie f that people are our principle asse t and the key to our success is the basis for ever y thing we do in hiring , managing , de veloping , motivating and rewarding you. It is the philosophy by which we operate . This is The People Philosophy. A key fac tor in this achie vement has been and will be your per formance . Our industr y is developing in ever y geographic area , and state- o f -the -ar t technology and management systems change daily. C ompe tition is healthy, and for us to fur ther achie ve our goals , we must ensure that you (our employees) are prepared to handle the challenges o f the fu ture . At Hyatt Hotel C orporation we provide the proper tools , the encouragement , and the freedom for you to de velop to your greatest potential. We challenge and encourage you to accept the oppor tunit y, because at Hyatt Hotel C orporation:
H Y A T T C U LT U R E
The shared belie f s , prac tices and behaviours that best represent working at Hyatt Hotels C orporation. W E A R E I N N O VAT I V E
Willing to tr y new ideas / open-minded / f le x ible / entrepreneurial spirit / look for new ways to do the old / suppor ting the ideas o f others . WE WORK TROUGH TEAMS
Working with each o ther towards common goals / assisting others where possible / building on strength o f o thers / putting the goals o f the team be fore personal goals .
WE CARE FOR EACH OTHER
Encouraging a sense o f communit y and belonging (family) / respec ting each other / suppor ting each o ther / being honest with each other / treating each other as we treat our favourite relatives . WE ENCOURAGE PERSONAL GROWTH
Grow bo th pro fessionally and personally / concerned abou t the whole person – not only the job / career grow th can be upward , lateral or becoming more skilled in current job/ encourage self - de velopment . W E A R E M U LT I C U LT U R A L
Respec ting and celebrating each other ’s cultural differences / blending local culture with Hyatt ’s operating standards / thinking globally – ac ting locally. WE ARE CUSTOMER FOCUSED
Mee ting and e xceeding the e x pec tations o f our guest / doing the ordinar y thing e x traordinarily well / treating each guest as an individual / providing consistent , personalised ser vice . W H O I S W H O AT H YAT T
Key Management Team - Dubai Re fer to Handout distributed during Hyatt On Orientation O ther Impor tant Names you will come across Ref er to Handou t distribu ted during Hyatt On Orient at ion
W H AT YO U C A N E X P E C T F R O M U S
Human Resources Policies OPEN DOOR
A s par t o f our commitment to the teamwork approach, we prac tice an «Open Door Polic y » at all times . We feel that this is the most e ffec tive and e ff icient way to deal with the daily challenges and oppor tunities o f our business . We encourage you to communicate your ideas , needs and requests to your super visor or your depar tment head. If any questions or diff iculties occur that need to be resolved , feel free to discuss them with your super visor. Should you feel that such points have not been resolved after talking to your super visor, then you should make an appointment to mee t with the E xecutive C ommittee member responsible for your depar tment . If you need a private conference , se t up an appointment with the Direc tor o f Human Resources .Within the f irst t wo week s o f your arrival in Dubai you will be scheduled to mee t with our Immigration team who will arrange for a local Medical E x amination as required by the Government o f Dubai in order to issue your Residence Permit . For those o f you assigned to Housekeeping , L aundr y, Fitness C entre and Food & Be verage , our hotel nurse will arrange for you to undergo another health e x amination as required by the Dubai Municipalit y to secure an occupational health card. This is compulsor y and will be repeated yearly.
I N F O R M AT I O N P R I VA C Y
We are committed to safe guarding the privac y o f the personal information that we gather concerning our guests and prospec tive , current and former associates . A s par t o f this under taking , we have created information privac y policies that cover the use o f any personal information that we may collec t . They are the “G lobal Privac y Polic y for Guests” and the “G lobal Privac y Polic y for Employees .” A s an employee , these safe guards bene f it you and you have the obligation to maintain these safe guards when you are entrusted with personal information. Our employees are provided with training re garding our G lobal Privac y Program as par t o f the new hire orientation process . Ne ver theless , should you have any questions or if you belie ve that there has been a violation o f Hyatt ’s G lobal Privac y Polic y for Guests or G lobal Privac y Polic y for Employees , you should notif y your immediate super visor. If you belie ve the matter requires fur ther escalation, contac t your Human Resources Depar tment or Hyatt ’s Chie f Privac y O ff icer.
H E A LT H C L E A R A N C E
Within the f irst t wo week s o f your arrival in Dubai you will be scheduled to mee t with our Immigration team who will arrange for a local Medical E x amination as required by the Government o f Dubai in order to issue your Residence Permit . For those o f you assigned to Housekeeping , L aundr y, Fitness C entre and Food & Be verage , our ho tel nurse will arrange for you to undergo another health e x amination as requested by the Dubai Municipalit y to secure an occupational health card. This is compulsor y and will be repeated yearly. INTRODUCTORY PERIOD
A s a new employee , you will undergo a probation period o f si x months as specif ied in your employment le tter and by the UAE labour law. This period is intended to allow you and your Depar tment Head to learn how well you are suited for employment at our hotel. During this period e ver y e ffor t is made to give you an oppor tunit y to succeed. If any questions arise , please talk to your Depar tment Head. During this period , the employment can be terminated by either side withou t any notice . PERFORMANCE DEVELOPMENT
Based on core and leadership compe tencies , e ver y employee is appraised annually by his/ her immediate Manager or depar tment head. This is an oppor tunit y to provide construc tive feedback on per formance . It o ften helps you to identif y areas where improvements may be needed as well as to recognise your achie vements . We belie ve that through meaningful appraisals you can de velop your skills and be tter fulf il your responsibilities . It also gives you the oppor tunit y to discuss your fu ture career objec tives . This per formance development discussion will result in a mu tually agreed plan that might include such points as:
• • • • •
A per formance improvement plan. Identif ication o f training needs . Identif ication o f a need for improved communication be t ween you and your super visor. The development o f a successor. Promo tions / transfer oppor tunities .
Written per formance de velopment documents in no way intend to take the place o f daily communications that occur be t ween you and your Manager or Super visor. They are meant to formalise and summarise the communications that have taken place during the year.
E M P L O Y E E C L A S S I F I C AT I O N
Employees are classif ied into codes , which are based on hierarchical struc ture and r e f lec ts the bene f it pack age each code receives .
CODE:
1. Operations Suppor t & Guest Ser vices Employees e . g. Housekeeping Attendant , Waiters , C ommis & Front O ff ice Clerk s .
2. Team Leaders / A ssistant Managers e . g. A ssistant Outle t Managers , Team Leaders , Che f de Par tie , Sous Che f & A dministrative Personnel.
3. Managers e . g. Outle t Managers , A ssistant Front O ff ice Managers , Che f de Cuisine .
4. Depar tment Heads e . g. E xecutive Housekeeper, A ssistant Direc tor o f F&B.
5. E xecu tive C ommittee members e . g. Direc tor o f Rooms .
KEEP US INFORMED ABOUT YOURSELF
For proper administration o f your bene f its , and for emergenc y purposes , it is impor tant that we keep your status record accurate at all times . Please notif y the Human Resources Depar tment o f any changes in your personal data , such as:
• • • • • •
Name Marital Status Number o f Dependents A ddress and Telephone number Person to no tif y in case o f an emergenc y Passpor t change
E M P L O Y M E N T O F R E L AT I V E S
The employment o f relatives is at the discre tion o f the Direc tor o f Human Resources and should no t create a conf lic t o f interest . I n general , relatives should not work in the same ho tel , but could be employed by the sister proper t y.
S M O K I N G , E AT I N G A N D D R I N K I N G
Smoking , eating and drinking are no t allowed in work areas or any area open to guest access or viewing. Eating and drinking is only permitted in the Employee Restaurant . Smoking is no t allowed in any area o f the hotel , e xcep t in designated employee smoking areas . GUEST FACILITIES
Employees are no t permitted to use the guest entrance and e x its , toile ts , telephones or guest elevators while on dut y. C er tain employees are permitted as par t o f their employment bene f its pack age to use guest facilities such as the restaurant and recreation facilities . If you are entitled to such privile ges it will be clear to you from your bene f its pack age . It should be no ted that in all cases guests will take priorit y over our employees . A C C E P TA N C E O F G I F T S F R O M G U E S T S
Employees are allowed to accept gifts from guests provided they inform their manager or super visor and obtain a gate pass for e x it clearance . Please ensure that you have thoroughly reviewed the Hyatt ’s G lobal Privac y Polic y which is covered as par t o f Hyatt On Orientation. TELEPHONE CALLS & VISITORS
If you need to use the telephone for personal reasons , please do so during break periods as personal calls are not permitted while on du t y. Please ask your family and friends no t to call you while on dut y unless an emergenc y occurs . Employees may not receive visitors while on du t y e xcept in the case o f an emergenc y, or with prior approval from the Human Resources depar tment . ALCOHOL POSSESSION
A ccording to the law o f UAE , you are only allowed to have alcohol in your possession if you are holding a valid liquor license , which is ob tainable from Dubai Police . In the event that alcohol is found in the accommodation provided to you by the hotel , or in your locker withou t such a valid license , the liquor will be conf iscated and fur ther disciplinar y measures will be taken by the Human Resources depar tment .
YO U R C O M P E N S AT I O N A N D H O U R S O F W O R K
THE WORK WEEK
The work week goes from Sunday through to S aturday be ginning and ending at 12 midnight . Work schedules will be posted in your depar tment , and it is your responsibilit y to check the schedule to ensure punc tualit y. You will be scheduled on split or straight shift du ties depending on the needs o f your depar tment . Rest days , days o ff, holidays and vacation leave will be scheduled by your depar tment head. HOURS OF WORK
A s business permits , the normal working hours per week for re gular employees is for t y eight (e xcluding meal periods). TIME CLOCK
To keep an accurate record o f your attendance , you must ensure that you always hand scan when commencing and comple ting your dut y. The hand scan readers are situated at the employee restaurant and are monitored by our timekeepers whose responsibilit y is to control access to and from the building. A manual record o f your attendance will also be maintained in your respec tive depar tments - please ensure you sign this re gister e ver yday. Par t o f our timekeepers responsibilit y is to monitor goods entering and leaving the building to pro tec t us from unlaw ful ac tivities and possible undesirable situations . Please cooperate with them whenever they make a request as they have the best interests o f the ho tel and its employees to protec t . PAY D AY A N D PAY P E R I O D
Your salar y is paid monthly in arrears , usually on the last day o f the month. It is paid into a Bank account with the National Bank o f Dubai , which we will assist you to open. The Human Resources team will indicate to you the address and location o f our branch.
EMPLOYEE BENEFITS
MEDICAL SERVICES
The Ho tel provides necessar y medical consultation and checkups for our employees . In-house clinic
Employees in the hotel , who wish to use this facilit y, should inform their depar tment that they want to see the nurse for minor medical attention. SAHARI VILLAGE CLINIC
Employees who wish to use this facilit y can come direc tly to S ahari Village clinic for consultation.
M I D - E A S T P O LY C L I N I C
This clinic is our approved clinic and is located in Riqqa Road , Deira , Dubai. Dr. A .M. Mar vasti , who is the General Surgeon, runs this clinic . The clinic hours are as follows:
S aturday – Wednesday
: 09:00hrs - 13:00hrs & 1 7: 30hrs - 20: 30hrs
Thursday : 09:00hrs - 13:00hrs
Friday & Public Holidays : CLOSED
Mid-East Polyclinic ›s doc tors come and visit our in-house clinic in S ahari Village and the hotels . Please consult the no tice board for timings . Employees who are o ff - du t y can go direc tly and see the doc tors at the Mideast Polyclinic during the clinic hours . They need to follow these simple procedures:
•
Employees should inform the ho tel nurse / S ahari Village Nurse / Human Resource o ff ice or Housing Manager o f their illness and their intent to go and see the doc tors . The nurses will issue a medical re ferral slip.
•
Employees should carr y with them their hotel I.D. card and present it to the clinic reception.
Employees on dut y who wish to go and see the doc tor/s can collec t the re ferral slip from either the ho tel nurse or the Human Resource o ff ice duly signed by either o f them.
However, it should be noted that employees given sick leave should ensure that they submit one copy o f the sick leave issued by the doc tor either to the nurse or anyone at Human Resource O ff ice in order to inform their respec tive depar tment . This will avoid any last minute confusion at their workplace . EMERGENCY CASE/S
Employees who ge t seriously injured or ill either on du t y or o ff du t y after the re gular clinic hours should be sent to the government hospital - Dubai Hospital or to Rashid Hospital. In emergenc y cases , government hospitals do not ask for the person’s health card. Having provided the necessar y life saving treatment , the in- charge doc tor will either admit the employee as patient for fur ther treatment or discharge the patient once the patient is ou t o f danger. Should the hospital insist for payment for any treatment , the employee can do the following:
• •
Pay the amount and ge t the receipt for reimbursement . Call the dut y manager for the money to be sent , should he/she not have su ff icient fund.
GENERAL
EMERGENCY CASE/S
Absenteeism due to any kind o f medical reason must be suppor ted by a sick leave cer tif icate or re ferral slip, issued by the hotel doc tor or hotel nurse . Such re ferral slip should normally be obtained prior to sick leave being granted. MEDICAL COVERAGE
The ho tel pays for all medicines prescribed by the hotel doc tor or nurse . Any illness or accident ou tside the UAE during vacation is not covered. The cost o f any medicines prescribed by another doc tor other than the hotel doc tor or nurse can no t be reimbursed.
M E D I C A L & S I C K L E AV E
A s per local re gulations , sick leave is only paid to employees who have comple ted 3 months o f employment . Thereafter the following sick leave pay per year is applicable :
• • • •
15 days - full pay 30 days - half pay Thereafter - no pay In case o f a work accident - full pay
Sick leave cer tif icates issued by the hotel nurse , hotel doc tor or in case o f emergenc y from the designated government hospital are the only ones recognised by the hotel. Any o ther sick leave cer tif icates are not recognised by the hotel and will be considered as unauthori zed leave . The federal labour law clearly indicates that more than t went y non- consecutive days or se ven consecu tive days o f unau thori zed leave in any one year warrants dismissal.
P U B L I C H O L I D AY S
The government o f Dubai awards religious holidays according to the Muslim calendar. We plan duties such that max imum number o f employees can take time o ff during these holidays , but where our business demands , we schedule employees to work on such holidays . They will either receive compensator y time o ff in lieu o f the holiday or over-time . For C ode 1 (Operations Suppor t & Guest Ser vices): If the employee has to work on a Public Holiday, a day o ff in lieu shall be given and a max imum o f 5 PH days can be accrued. These days have to be taken within 6 months after they have occurred , or they will be for feited. For C ode 2 , 3 ,4 and 5, public holidays should be taken as they fall , if operation permits . Should a weekly day o ff fall on a public holiday, it will be counted as a public holiday taken. NO P UBLIC HOLIDAYS ARE ACCRUED D U RI NG SICK LE AVE AND ANNUAL LE AVE . Please re fer to the notice board for the list o f public holidays .
VA C AT I O N
Following the comple tion o f each t welve months o f ser vice , all employees are entitled to 30 calendar days vacation leave for rest and relax ation.
Vacation leave accrued in one year must be used by March o f the following year. Ou tstanding leave may no t be carried for ward under normal circumstances . Leave will only be approved if the application form is for warded to the Human Resources depar tment one month prior to depar ture .
C O M P L I M E N TA R Y R O O M A C C O M M O D AT I O N
All employees who have been employed by Hyatt Hotels Dubai for at least one continuous year, are entitled to complimentar y room accommodation when travelling to most other Hyatt ho tels , according to Hyatt Ho tels C orporation polic y. Please contac t Human Resources for more de tails .
INTERNAL TRANSFER POLICY
Hyatt prides itself on promo ting qualif ied personnel from within the hotel and transferring employees throughout the ho tel. Any vacant position is posted on the career oppor tunities board. Employees are eligible for employment oppor tunities if they mee t the following criteria:
• • •
A minimum o f 1 year as an employee o f Hyatt . Their super visor›s recommendation. A cross training cer tif icate for the position.
The transfer process is as follows:
1. Vacant positions are posted on the Career Oppor tunities board. 2. If you are interested in one o f the positions , please comple te the application form at www.hyattcareerne t work .com f ill ou t an inter- depar tmental transfer request form and submit it to Human Resources .
3. Human Resources will then obtain a recommendation from your depar tment head and for ward the application to the depar tment / hotel o f your interest .
4. The Depar tment head will contac t you for an inter view and Human Resources will no tif y you re garding selec tion.
I N T E R N AT I O N A L T R A N S F E R P O L I C Y
Employees are eligible for international transfers after t wo years o f continuous employment with Hyatt Ho tels situated in Dubai. T I P S A N D G R AT U I T I E S
The Ho tel Management does no t dic tate how tips should be distribu ted. This is normally decided be t ween the employees and the manager o f the depar tment concerned. Whate ver me thod o f distribution is decided should be fair and equitable for all concerned. SERVICE CHARGE PROGRAM
In an e ffor t to reward employees based on the total re venue generated by the hotel , an equal ser vice charge is paid each month to all employees on C ode 1 and C ode 2 le vel.
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Each month the hotel will use 20% o f the ser vice charge collec ted from guests and distribute it to all employees on C ode 1 and C ode 2 le vel.
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The amount o f the ser vice charge paid monthly will var y based on the business le vel o f the ho tel.
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Ser vice charge is paid one month in arrear at the end o f the following month toge ther with the monthly salar y (e .g. Ser vice charge o f Januar y is paid with Februar y salar y).
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An employee who resigns during the month is not entitled to the pre vious or current month›s ser vice charge .
M AT E R N I T Y L E AV E
L adies who have worked for a minimum o f t welve months with Hyatt Hotels situated in Dubai are entitled to 4 5 days maternit y leave with full salar y, provided they re turn to full time dut y following the comple tion o f the maternit y leave . Maternit y e x penses are not covered by the hotel. EMPLOYEE CHANGING ROOMS
Hyatt Re genc y : All uniformed employees are provided with lockers . Grand Hyatt & Park Hyatt : Lockers will be provided on a daily basis to place your personal belongings while on dut y and should be re turned at the end o f the day when your shift is over. K indly use the cell phone lockers provided at the employee entrance ne x t to the securit y o ff ice at Grand Hyatt Dubai to safe keep your cell phone and other valuables during your work hours .
KEEP YOU R LOCKER LOCKED AT ALL TI ME S WH EN NOT BEI NG AT TENDED. Do not place any valuables or cash in your locker. In the interest o f hygiene , lockers are to be kep t clean and tidy at all times . Storage o f foodstu ff s , f lammable material , or soiled clothing is forbidden. If you misplace or lose your locker key you should repor t this immediately to the Securit y Depar tment . No employee should e ver force open a locker e ven if it is their assigned one . Willful damage is against ho tel polic y and results in dismissal. If you should see a locker which has been damaged or broken into you should immediately repor t this to our Securit y Depar tment . P R AY E R R O O M
For our Muslim employees , Hyatt Ho tels situated in Dubai o ffers prayer rooms both at the ho tel and S ahari Village .
E M P L OY E E R E S TA U R A N T
Hyatt o ffers its employees a modern and well designed restaurant , allowing all le vels o f employees to be comfor table with their surroundings . A varied range o f menus is available at each meal period , which considers the e thnic die ts o f our employees . Restaurant meal times are posted on the door leading in to the restaurant . ¨Crossroad¨ is open se ven days a week for break fast , lunch and dinner, as well as for a late supper for employees working on night shift . P O S TA L S E R V I C E
To assist employees to receive their private mail , they may use the P.O. Box address o f the ho tel. Grand Hyatt Dub ai : P.O. Box 7 978 Hyatt Regency Dub ai
: P.O. Box 5588
Hyatt Regency Dub ai Creek Height s
: P.O. Box 5668
Park Hyatt Dub ai
: P.O. Box 282 2
Hyatt Place A l Rigga
: P.O. Box 3 3 1 78
Hyatt Place B ani yas
: P.O. Box 36588
Please inf orm the sender to clearl y mark your name , PIN number, dep ar tment and division as i t will ensure speed y deliver y of your mail to you.
S A H A R I V I L L A G E - E M P L O Y E E A C C O M M O D AT I O N
A s our employees are away from home we provide e ver yone recruited from overseas with accommodation free o f charge . S ahari Village has been built for the sole purpose o f providing the best possible accommodation for our employees . The “ Village” has been designed to o ffer max imum comfor t to its residents . In the hear t o f S ahari Village the Oasis building houses a minimarke t , a gymnasium, changing rooms , recreational hall and an interne t café . For your personal laundr y a laundromat is also available with washing and dr ying machines . The room also features a «hand-wash» facilit y and waiting area. In addition to the above , S ahari Village o ffers se veral spor ts facilities such as t wo multi purpose cour ts for baske tball and volleyball , t wo tennis cour ts and a cricke t / soccer f ield. Swimming enthusiasts can make use o f the pool which opens from early morning to late evening. It is recommended to shower prior to using the pool. Each apar tment unit in S ahari comes fully furnished with basic furniture , kitchen with fridge , stove top, oven and plent y o f storage space as well as bathroom and individually controlled air conditioning unit . Bus transpor tation be t ween S ahari and the hotels is provided by the hotel. Buses are also provided to o ther destinations for shopping. Bus schedule is posted at S ahari Village and on the ho tel›s no tice boards .
Oasis: This multipurpose building houses the following:
1. 2. 3. 4. 5. 6. 7.
Reception Mini Marke t Recreation Room Housing Manager›s o ff ice Prayer Rooms Gym Clinic
SPORTS FIELD
Foo tball / cricke t f ield , tennis cour ts and multipurpose cour ts
SPORTS & SOCIAL
Throughout the year, the ho tel o ffers recreational and social ac tivities in which all employees are invited to par ticipate . A calendar o f ac tivities is posted at S ahari Village and on the hotel›s no tice boards .
TRAINING AND DEVELOPMENT
With a combined strength o f over 80 international f irst- class hotels , Hyatt has enormous resources for training and development . Through e x tensive programmes , suppor ted by a company polic y o f promo tion from within, Hyatt has de veloped a seasoned team o f pro fessional ho teliers throughout its worldwide ne t work .
TRAINING FOR YOUR FUTURE
In 1985, Hyatt Hotel C orporation proudly launched the «Training for Your Fu ture» programme , a unique modular approach to training. It combines the best o f Hyatt Hotel C orporation›s e x isting training e ffor ts with a catalogue o f e xciting new programmes for all depar tments .
¨Training For Your Future¨ is no t a single course or seminar, but a continuously e volving modular system o f instruc tions designed to help you achie ve greater pro fessional success . T he e ff icient and e ffec tive recruitment , de velopment , welfare and counselling o f our employees are fundamental to the future success o f Hyatt Hotels situated in Dubai as well as to Hyatt Ho tel C orporation. We will maintain our progressive approach to Human Resources development and training , constantly upgrading our programs and techniques to keep ahead o f our compe tition.
H YAT T C O N N E C T
One C ompany. One Place to C onnec t . Hyattconnec t is the Hyatt ’s new global por tal built around a smar t new navigation that will zip all the information you ’re looking for right to you: info, answers , people , tools , and more - All in one place .
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Huge employee direc tor y helps you f ind people no matter where they are Smar t intuitive search tool work s like magic to conjure up rele vant information, people , and places
• • • • •
Your own personal tool-kit gives you just what you need for the job Enc yclopedic “how-to” information that ’s rele vant to your job and your location. Forums , wikis , blogs , and o ther tools le t you collaborate more comfor tably. A ccess to this content requires your G lobal Hyatt I D and a Hyattconnec t password . K indly contac t your HR and Training Team for the Username and password.
H YAT T L E A D E R S H I P N E T W O R K
The Hyatt Leadership Ne t work (HLN) provides one location for learning oppor tunities around the globe . The format o f HLN is intended to provide resources that are easily accessible for learners and to suppor t individual and business de velopment needs . Hyatt Leadership Ne t work learning content is organi zed within four schools . The School o f General Studies provides the fundamentals o f learning for all employees . The resources available suppor t Hyatt ’s mission, goals , and values by providing resources that build on Hyatt ’s culture . The School o f Hospitalit y provides the operational standards o f per formance and includes the technical skills , ser vice e x pec tations , and systems knowledge required in daily hotel operations . The School o f Management provides resources suppor ting management skills de velopment for Hyatt employees that lead to superior results . The Leadership Institute provides formal and informal de velopment oppor tunities designed for future leaders at Hyatt . General learning resources are available for all learners from the home page as well as within each school by clicking on the individual graphics for each school. We recommend you take advantage o f the quick to use resources such as Featured Learning and Word o f the Week . Within Hyatt Leadership Ne t work ; many learners have access to content
tailored to their role in the organi zation. This can be accessed through the My Learning tab or, within each school by selec ting Enroll Now. A ccess to this content requires your G lobal Hyatt I D and a H LN password – different than the password provided for Hyatt C onnec t . K indly contac t the Training Team for the G lobal Hyatt I D and a HLN password. For learners with this access , you will f ind content assigned to you based on business unit , location, and the func tion or role in which you work . In this system you will f ind content that is frequently updated with new o fferings and e vents . A s personal grow th is an impor tant aspec t o f your Hyatt e x perience , the Hyatt Leadership Ne t work is designed to help mee t your individual de velopment goals .
S C H O O L O F H O S P I TA L I T Y
Hyatt ’s School o f Hospitalit y provides the operational standards o f per formance which fur ther Hyatt ’s mission o f providing au thentic hospitalit y. These resources ensure that employees are equipped to provide consistent ser vice , enabling team members to build on Hyatt ’s brand image . C ontent includes the technical skills , ser vice e x pec tations , and systems knowledge required in daily hotel operations and is sor ted by depar tment and func tion. Some courses may be targe ted to learners based on location and position.
H YAT T R A C K
Hyattrack is a series o f management de velopment oppor tunities designed to ensure that Hyatt Ho tel C orporation continues to provide care fully selec ted internal and e x ternal management-le vel employees with the oppor tunit y to grow and de velop to their full po tential. Hyattrack currently includes the following programmes:
• • •
C orporate Training Programme Management Training Programmes Management De velopment Programmes
Please re fer to your School o f Hospitalit y folder and your training team for fur ther de tails . TRAINING PLANS
Please read our monthly training plans on the notice boards . If you are interested to attend a specif ic session, please consult your depar tment head or the training depar tment .
E M P L O Y E E C O M M U N I C AT I O N S
GENERAL EMPLOYEE MEETINGS
These mee tings are held periodically for all our employees , during which we re view the past month›s progress , plan happenings and also award pri zes to those employees who have helped achie ve some thing special.
P U B L I C AT I O N S
C oordinated by the training depar tment , a re gular monthly newsle tter, «HyDubai» is produced with an interesting selec tion o f news , spor ts and social ar ticles written by the employees themselves . Ar ticles cover a range o f interests and cultures and provide us with a histor y o f our ac tivities . Employees with journalistic ambitions or employees who like to have fun producing such items are most welcome to par ticipate and contribu te . Please pass any contribu tions or suggestions to the training depar tment .
NOTICE BOARDS
Employee events , polic y changes , ac tivities and announcements are communicated to our employees via no tice boards . We urge you to make a point o f reading them e ver y day as they change frequently and are a source o f help ful information.
SUGGESTION BOX / EMAIL SUGGESTIONS
This enables you to communicate any suggestions or ideas for improvement . All suggestions will be handled conf identially and will be responded to accordingly.
EMPLOYEE RECOGNITION PROGRAMS
SER VI CE AWA RDS
In order to show our appreciation to those individuals who have continuously worked for Hyatt , we have established a procedure to recognise the contribution o f employees for
their long-standing ser vice . Employees are recognised for their f ive , ten, f ifteen, t went y and t went y- f ive years o f ser vice with a cer tif icate and gift . This is presented to them during an annual celebration.
H Y S TA R P R O G R A M
The HYstar program has been developed to recogni ze our employees who continuously demonstrate our Hyatt Hotels C orporation Culture charac teristic s . The program is aligned with our corporate vision and mission to ensure that we are suppor ting the right behaviours in our company.
AWA RD OPP OR T U N ITI E S
The HYstar award program has f ive key award oppor tunities as follows:
• • • •
Guest C ompliments D ut y Manager Log E xceptional Per formance Employee Suggestion Personal Grooming
The points are accumulated for various oppor tunities to form three status cate gories: Status Minimum Points Required Gold 12 points Platinum 20 points Diamond 24 points Ever y quar ter, the Human Resources depar tment will validate the amount o f all points credited to the employees and cate gorise the employees into the above status cate gories . POINT REDEMPTION
In addition to status recognition, all employees are able to u tilise their points to redeem gifts ( gift selec tion is posted on the HYstar notice board ). The greater the number o f points , the more you are able to redeem!
W H AT W E C A N E X P E C T F R O M YO U
T H E H YAT T L O O K
Hyatt standards for grooming and appearance re f lec t the company ’s pro fessional and conser vative look . It is essential for our employees to present a pro fessional and wellgroomed appearance at all times . Take care and pride in your personal appearance - all employees are required to follow the dress and grooming standards established by the company. It is essential that you projec t a polished , well-groomed and conser vative image in your overall appearance . Please adhere to these when entering the hotel premises and while on du t y.
G R O O M I N G S TA N D A R D S
Personal appearance contributes to the guests› impression o f you , your hotel and the entire company. It is impor tant to look your best at all the times . Each hotel has clearly de f ined grooming standards and you are requested to abide by these standards while on dut y. Please re fer to your School o f Hospitalit y folder for more de tails on Grooming standards
N A M E TA G S
You are issued a name tag , which is par t o f your uniform and should be worn at all times when within ho tel premises . Your name tag must be worn on the le ft chest pocke t or equivalent position. No o ther pins/badges are permitted besides the hotel name tag. In case o f loss o f name tag you will be required to pay a replacement cost to the general cashier and secure a new name tag from Human Resources o ff ice on presentation o f the receipt .
SECURITY PROCEDURES
EMPLOYEES ENTRANCE
Employees entering and leaving the building should always use the employee entrance . The main entrance o f the building may only be used when conduc ting o ff icial business during work hours . Failure to do so is a violation o f the hotel polic y.
The ho tel reser ves the right to securit y check bags and parcels that are brought in or taken ou t o f the ho tel. The main entrance should be used ou tside work hours when using the ho tel›s facilities .
LOST AND FOUND
A s par t o f Hyatt ›s philosophy to deliver high qualit y and trust wor thy ser vice , we trust our employees to turn over all ar ticles found in the building to the Securit y Depar tment . Hyatt as a company is e x tremely proud o f the record o f incidents that we have pre viously encountered where valuables found by employees are re turned to guests . This is the best form o f adver tising we can make for our company and guarantees the loyalt y o f our guests , which makes the company grow.
P E R S O N A L PAC K AG E S & PA R C E L S
In order to avoid any misunderstanding you should re gister any parcel or pack age you bring into the building at the timekeepers o ff ice . Should you need to take a parcel or pack age ou t o f the hotel please make sure you present a gate pass to the timekeeper. Gate passes are available through your depar tment head.
H E A LT H & S A F E T Y
The responsibilit y for maintaining the health and safe t y o f our guests and employees is shared by management and employees . It is impor tant that you take this responsibilit y seriously. If you cause an accident or ignore a hazard , someone will ge t hur t and it might be you. We want to eliminate unsafe conditions in our hotel - but we need your assistance . It is the polic y o f our ho tel to ensure , as far as is reasonably possible , that all employees are safe from injur y and risk s to health while at work . All employees are e x pec ted to take all prac tical measures to ensure a safe and healthy working environment in keeping with the following de f ined responsibilities:
•
Take reasonable care to pro tec t their health and safe t y at work . Ensure that they do no t
endanger any o ther person through any ac t or omission at work .
•
Obey all instruc tions issued to protec t their own health and safe t y, and the health and safe t y o f others .
•
Ensure that they are no t , by the consump tion o f alcohol or drugs , in such a state as to endanger their own safe t y at work or the safe t y o f any other person at work .
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Repor t or make such recommendations to their depar tment head , as they deem necessar y to avoid , eliminate or minimi ze any hazards o f which they are aware re garding working conditions or me thods .
• •
Keep their work area tidy. All food handlers should carr y the health card , issued by the Dubai Municipalit y, with them at all times
•
while on dut y. Inspec tion can be made periodically and check s will be made on the health card and food hygiene prac tices . Always ensure that all the proper prac tices in food handling , as specif ied by Hyatt Hotels C orporation and Dubai Municipalit y Health Depar tment , are followed. Re fer to the hotel nurse for fur ther information.
FIRST AID
First A id bo xes are fully supplied in each depar tment o f the hotel and please ensure that you familiarise yourself with their locations .Should you de tec t any anomaly please repor t it immediately to our ho tel nurse . You should know where these are kept . Do not attemp t to give f irst aid to a guest unless you have the proper training. A list o f First A id trained personnel is posted on the staff no tice board.
EMERGENCY PROCEDURES
During your f irst week at work you should familiarise yourself with the emergenc y procedures as well as the location o f emergenc y e x its . Please contac t your super visor or manager for more information. A de tailed emergenc y procedures manual is available in each depar tment for re ference . REPORTING AN EMERGENCY
All emergencies should be repor ted to the securit y o ff ice on e x tension 2999. Repor t an emergenc y by following these steps:
• •
Dial the designated emergenc y number. Stay calm.
• • •
State your name and depar tment . State the t ype o f emergenc y. Do no t hang up until you have answered all questions o f the securit y o ff icer.
IN THE EVENT OF FIRE
Fires can happen anywhere and at any time , and are e x tremely dangerous . The smallest o f f ires can cause e xcessive damage to our hotel and can result in injur y or loss o f life . Fire e x tinguishers are located throughout the hotel , you should familiari ze yourself with the different t ypes and their locations . We as employees have the responsibilit y to ensure that our ho tel is f ire safe from any f ire hazard.
CODE OF CONDUCT AND DISCIPLINE
DISCIPLINARY PROCEDURES
It is our intention to provide an environment in which employees know what is e x pec ted o f them so that we can work toge ther to provide the best possible ser vices and facilities for our guests . We consider that if you know, understand and accept the standards and conditions o f your employment with us , you will be free to concentrate on per forming your job to the best o f your abilit y and achie ve the greatest personal satisfac tion. In order to maintain a fair, consistent and logical discipline , all hotel employees , re gardless o f position, are subjec t to disciplinar y procedures as de tailed below.
STEP 1: C O U NSELLI N G OR VERB A L WA RN I N G .
First ac tion by depar tment head will be a verbal warning. This will be conduc ted in private and will be documented and placed on your personal f ile . S T E P 2 : W R I T T E N C O M M U N I C AT I O N
C ontinued failure to reach required standards or breach o f discipline will result in a written warning. This will also be discussed with you , documented , and placed in your personal f ile .
STEP 3: FI N A L WA RN I N G & SUSPENSI ON
If verbal warnings , counselling and the written warning do not result in a change in your work or behavior, you will be suspended without pay. Suspension could also result withou t any prior verbal or written warnings should the infrac tion be considered serious enough to warrant it .
STEP 4: DISMISSAL
An employee may be dismissed with or withou t notice according to circumstances if, in spite o f verbal and written warnings , they fail to reach the hotel›s required standards .
I N S TA N T D I S M I S S A L
The ho tel may dismiss an employee withou t any notice if the employee is guilt y o f serious or gross misconduc t . Management has the e xclusive responsibilit y and au thorit y to de termine when to discipline and whe ther to discipline employees . Management also reser ves the right to de termine the t ype o f discipline to be imposed in each case . Any alle ged misconduc t is recorded on a misconduc t form and for warded to the Human Resources depar tment for investigation. A c tion will then be taken propor tionate to the o ffence and in keeping with the polic y o f the company and the law o f the countr y. All written warnings must originate from the Human Resources depar tment . The following list o f rules o f conduc t merely gives e x amples o f o ffences and is not intended as a comple te and e x haustive list , which may result in disciplinar y ac tion.
E X A M P L E S T H AT M AY L E A D T O I M M E D I AT E / I N S TA N T D I S M I S S A L
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Supplying false or misleading information when applying for employment , or at any time during your employment .
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Possessing dangerous or deadly weapons on hotel premises , or while o ff hotel premises in the per formance o f hotel du ties .
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The ft or misappropriation (unauthorised use or storage) o f guest or employee proper t y. Immoral , indecent , or inappropriate conduc t ; soliciting persons for immoral purposes , or the aiding and/or assisting o f any o f the above .
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Into x ication or under the inf luence o f ille gal drugs on du t y or when repor ting for du t y. C onsuming alcohol or using ille gal drugs while on du t y.
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Failure to give a high de gree o f ser vice to any guest . Insubordination unwilling attitude , failure or re fusal to obey instruc tions or to per form work as required or assigned.
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Disrespec tful conduc t , using vulgarit y, coercion, intimidation or threats o f any kind against guests , super visors or employees .
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Fighting on ho tel premises or while on du t y ou tside the hotel. Gambling on dut y. Abusing , de facing or destroying hotel proper t y, the proper t y o f guests or other employees .
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Altering or falsif ying time records , work records or repor ts , par ticularly those o f f inancial nature .
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Deliberate abuse or misuse o f ho tel bene f its programs . Loitering or sleeping on the job. Failure to keep accurate proper cash bank s , e xcessive or continuous cash shor tages or o ther irre gularities .
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Gross ne gligence . Dishonest y. Loss o f hotel master keys , or passing to another person the keys that have been entrusted to you.
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Entering ho tel rooms without approval or au thorit y.
E X A M P L E S T H A T M A Y R E S U LT I N D I S C I P L I N A R Y A C T I O N / D I S M I S S A L
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Inter fering or hindering work schedules; failing to work on a shift as scheduled or arranging your own replacement on a shift withou t the permission from your super visor.
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E xcessive absenteeism or lateness withou t valid reason and/or proper notif ication.
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Unau thorised use o f ho tel telephones and guest facilities .
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Making or publishing false , vicious or malicious statements concerning any employee , super visor, the company, the ho tel and guests or any other ser vice establishment or individual direc tly related to the conduc t o f the company or hotel.
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Failure to obser ve established f ire , safe t y, civil emergenc y rules , or common safe t y prac tice , engaging in dangerous or potentially dangerous horseplay ; or failure to repor t any personal injur y while at work .
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Unau thorised presence at guest func tions and guest areas , on premises , including guest rooms , dining rooms , bars or lounges .
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Leaving your depar tment or work area withou t permission.
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Failure to maintain and present a high de gree o f personal cleanliness at all times .
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Failure to wear proper clo thing and approved name badges . Failure to follow depar tmental dress and grooming codes .
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Unau thorised distribution o f literature or posting o f notices , signs , or writing in any form on ho tel premises during working time and in work or public areas . (If you wish to have some thing posted please bring it to the Direc tor o f Human Resources , who will de termine its suitabilit y for posting and have it posted for you.)
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Discussing conf idential company or ho tel matters with unau thorised personnel or with guests , or in public areas where guests can overhear the conversation.
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Smoking , eating or chewing gum in other than designated areas .
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Engaging in ac tivities on or o ff the hotel premises , which could be considered , as a discredit to the ho tel , the company or the employees .
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Dining , smoking or taking re freshments at any time other than during meal or break periods or in o ther areas other than selec ted by the General Manager or your immediate super visor.
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Fund-raising , selling lo tter y ticke ts or merchandise , soliciting donations or any other t ype o f money-raising on ho tel premises , unless specif ically au thorised by the General Manager.
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Discrimination against a guest or fellow employee because o f race , colour, se x , religion, disabilit y, pre gnanc y, national origin, age or marital status .
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G iving conf idential and/or proprie tar y information abou t the hotel or its operations to the news media or anyone outside o f the organisation, withou t prior au thorisation from the General Manager.
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Stealing , or using ho tel funds for purposes other than what they are designated for.
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Failure to per form your job or work assignments satisfac torily, safely and e ff iciently.
The pur view o f our polic y on conduc t and discipline includes Hyatt Hotels situated in Dubai accommodation Facilities - S ahari Village .
We hope that your time with Hyatt in Dubai will be a great e x perience for you , and wish you success in your career with Hyatt Hotels C orporation!