Policies &amp Procedures - Human Resources

Oriental Hospitality Consultants – OrientalHospitality.
com
POLICY & PROCEDURE
Policies & Procedures – Room Division – Human Resources
Agenda
- 1.01 New Staff Housing Set-Up

- 1.02 Locker Policy
- 1.03 Phone Use
- 1.04 Parking
- 1.05 Shoes
- 1.06 Sick Staff
- 1.07 Eating Policy
- 1.08 Dress Code
- 1.09 Personnel Records Access
- 1.10 Smoking
- 1.11 Equal Employment
- 1.12 Ethics & Personal Conduct
- 1.13 Military Leave
- 1.14 Disciplinary Code
- 1.15 Name Card Management
- 1.16 New Hosts
- 1.17 New Hosts Housing Expat
- 1.18 New Hosts Housing Set-Up
- 1.19 Drug & Alcohol Abuse
- 1.20 Telephone & Fax Management
- 1.21 Garbage Sorting Staff Area
- 1.22 Safety & Health
- 1.23 Accident Employee
- 1.24 Incident Report
- 1.25 Incident Accidents
- 1.26 Emergency Serious Disease
- 1.27 Medicines
- 1.28 Medical Emergency
- 1.29 Medical Examination
- 1.30 Grievance Procedure
- 1.31 Tragedy Death
- 1.32 Hydrochloric Acid
- 1.33 Safety & Deposit Boxes
- 1.34 Back Of The House Emergency Signs
- 1.35 Club Cars
- 1.36 Housekeeping
- 1.37 Robbery
- 1.38 Tipping
- 1.39 Disease
- 1.40 Fire Extinguishers
- 1.41 Damage By Guest
Oriental Hospitality Consultants – OrientalHospitality.com
POLICY & PROCEDURE
- 1.42 Walkie Talkie

- 1.43 Host Transportation
- 1.44 Mail Central
- 1.45 Respects For Guests & Staff
- 1.46 Caring For Guests
- 1.47 Grooming
- 1.48 Professionalism
- 1.49 Anticipating Needs
- 1.50 VIP Guests
- 1.51 Handling Complaints
- 1.52 Empowerment
POLICY & PROCEDURE
Department: Human Resources Ref: HR 1.01 Page: 1/1
Subject: New Staff Housing Set-up Date: 01 Mar 2004 Date revised:
Prepared by: Approved by: Approved by:
Resident Manager General Manager

Distribution: All Department Heads Issued:
Purpose
Al new team members who have been allocated a room in our host accommodation must
have the following done prior to getting his/her room key
Procedure
 A time and date must be given for the new host to settle in the room, we would
like one day or half day prior to get to know his new room hosts.
 He/she must familiarize himself with the host campus as well as rules and
regulations
 A copy of the host house rules must be given and he must sign for the rule so that
he knows what they are, personnel must talk the rules through with him or her.
 Keys for new hosts must be signed for and a record kept in their jacket as well as
in key control inventory at personnel office
 Copy of host handbook to be given and signed for as part of his her uniform
 Copy of bus schedule for transfers
 Meal time information
 a copy of our hotel/resort grooming standards is given to all new team members
in Thai and English
One day prior to the host arriving the following must be checked by personnel hosts
to ensure the room is ready.
 The bed is made and clean linen has be set

 The room must be checked for any defects such as no water or toilet blocked, if so
a call to the engineering must be done to rectify this problem
 No new host will go into a defect room, this is a bad image on our standard which
we need them to adhere to
 Upon arrival all new hosts must contact personnel office first to receive the keys
etc
 Personnel hosts must escort the new host to the staff quarters and introduce him to
his/her new host room mates
 Personnel host to Wai him and wish him all the best with his new position at ...
Resort Follow up must be done for the first week with all new team members
POLICY & PROCEDURE
END
Department: Human Resources Ref: HR 02 Page: 1/1
Subject: Locker Policy Date: 01 Mar 2004 Date revised:

Distribution: All Department Head Date issued:
Purpose
Lockers will only be issued to employees who are not resident at the hotel
Keys will be issued to said employees and a replacement fee be applied for lost or
damaged keys. and must be returned to HR on cessation of employment.
Employees are not permitted to use a separate lock or locking device
Due care must be taken to avoid damage to doors, locks or lockers.
In case of damage, either willful or neglectful, employees bear the full cost of repair.
Lockers and locker rooms must not be defaced by graffiti, stickers, adverts etc. either
inside or out.
No other labels may be used other than those issued by the hotel.
No food stuffs, animals, or other prohibited materials of any kind may be kept in the
locker or locker room.
No valuables may be kept in the locker or locker room as the hotel will not accept
liability for any loss.
Washing or preparation of laundry is not permitted in the laundry.
Gambling, consumption of alcohol, Illicit or indecent acts are not permitted in the
locker room.
Lockers will be inspected regularly by at least two members of management and

security.
Employees are not permitted to enter the locker rooms of the other sex
END
POLICY & PROCEDURE
Subject: Parking Policy Date: 01 Mar 2004 Date revised:
Prepared by: Approved by: Approved by

Purpose
All employees are required to park their respective vehicles in the Staff compound car
park. Parking in front of the Hotel lobby is reserved for visitors, guests and Excom
members only.
Motorcycles may be parked in the staff compound cycle park or at the staff entrance in
the designated parking spaces near the receiving area.
We understand nobody wants to walk any further than they have to, but this policy is
another step toward our goal of putting clients first. Thanks for helping us implement this
policy with your usual cooperative spirit.
END
POLICY & PROCEDURE
Subject: Shoes Date: 01 Mar 2004 Date revised:

Purpose
1. All resort hosts would be supplied with the first pair of shoes from the resort.
2. Second pair of shoes; the resort hosts must purchase a pair themselves from the
designated shops that carry the style and shape in the ....... Standards.
3. MOD shoes would be standardized by the Resort Management for uniformity in
the styles
4. Shoes must not be worn if torn or in disrepair
5. Shoes have to be polished at all times
6. All management must train their host how to maintain their shoes and keep them
clean and tidy at all times this should be logged
7. HR department should have some new shoes for the new arrivals on hand males
and female
We are all part of “can do”, so please ensure our hosts are well informed of all policies
and procedures relating to them, lets keep them up-to date.
END
POLICY & PROCEDURE
Subject: Date: 01 Mar 2004 Date revised:

Procedures For Sick Staff

Procedure
1) Inform the duty Assistant Manager, Security and relevant Section Head concerned.
2) During office hour, the staff will be escorted / proceed by themselves to the House
Doctor for treatment.
3) After office hour, the staff will be escorted / proceed by themselves to casualty for
treatment by public transportation (or Hotel vehicle if applicable and approved by
4) If the case is severe, the ambulance will be contacted immediately.
5) Assistant Manager or related department staff should inform the sick staff family or next
of kin if case is severe (hospitalization) Assistant Manager / Section Head will notify
employee's family outside office hours. During office hours Human Resources to
follow up.
6) If hospitalisation occurs, Human Resources to follow up with daily contact, fruit /

flowers as maybe required, to ensure the well being of the staff member concerned.
7) Assistant Manager / Security will log the case in the logbook for reference.
END
POLICY & PROCEDURE
Subject: Eating policy Date: 01 Mar 2004 Date revised:
Prepared by: Approved by Approved by:

Purpose
In an effort to protect the rights of all employees of ...........Resort, we have developed a
company policy that permits eating only in designated locations. This policy applies to
both employees and visitors to our offices.
Designated eating locations include the Staff canteen, staff compound canteen and
surrounding gardens, and smoking area.
For safety reasons, eating or preparation of food is not permitted in the staff bedrooms.
END
POLICY & PROCEDURE
Department: Human Resources Ref: HR1.08 Page: 1/1
Subject: Dress Code Date: 01 Mar 2004 Date revised:

Purpose
Each employee is expected to dress in an appropriate manner for the job they have been
assigned. Supervisors are responsible for determining and enforcing dress codes within
their departments. During the development of these dress codes, please consider the
following conditions:
• Nature of work
• Safety conditions
• Extent of customer or public contact
• The normal dress of other workers in that field
• The image of ...............resort needs to be projected
If an employee’s dress is not in accordance with the dress code, the supervisor should
discuss the matter with the employee. If counselling proves to be ineffective, disciplinary
action may be taken.
All supervisor and employee disagreements regarding proper dress will be handled by the
Human Resources Department.
END
POLICY & PROCEDURE
Subject: Personnel Records Access Date: 01 Mar 2004 Date revised:

Purpose
In order to guarantee that information contained in a personnel file is protected and

accessed by only the appropriate people, the following policies concerning access have
been instituted:
• Employees are permitted to view the contents of their personnel folders only
in the presence of a designated official.
• A formal request is required to make any changes to the personnel records.
• Management will be allowed to review only that information which pertains to

an individual’s job qualifications and performance, and will permitted only
on a need-to-know basis only.
• Outside parties wishing to view personnel records must first gain the written
permission of the employee and the management.
END
POLICY & PROCEDURE
Subject: Smoking Policy Date: 01 Mar 2004 Date revised:

Distribution: All Department Date issued:
Head
Purpose
In an effort to protect the rights of both the smoking and non-smoking employees of
...Resort, we have developed a company policy that permits smoking only in designated
locations. This policy applies to both employees and visitors to our office.
The designated smoking location is outside at the staff entrance only.
For safety reasons smoking is not permitted in any of the staff accommodation.
Smoking is only allowed in the designated area of the canteen at the staff compound.
END
POLICY & PROCEDURE
Subject: Equal Employment Date: 01 Mar 2004 Date revised:

Opportunity Policy

Purpose
...........Resort maintains a non-discrimination policy in every stage of employment and
fully complies with all non-discrimination laws. Performance in this area will be
continually monitored and modified where necessary. In order to maintain our non-
discrimination policy adhere to the following guidelines:
1. Advertise, recruit, hire, transfer, and promote without regard to race, religion, color,
national origin, physical handicap, sex, age, or any other legally protected
classification.
2. All decisions relating to personnel, particularly promotions, are to be based solely on
the individual’s qualifications.
3. Every employee is required to follow these guidelines. A team of inspectors has been
established to monitor the compliance of these polices.
END
POLICY & PROCEDURE
Subject: Ethics and Personal Date: 01 Mar 2004 Date issued:

Conduct Policy

Distribution: All Department Head Date revised:
Purpose
..........Resort expects all of our employees to conduct themselves in an appropriate
manner. Every employee is expected to refrain from any activity which creates a conflict
of interest with their job responsibilities, any of our clients, or normal working operations.
These include, but are not limited to:
• Legal Requirements -- employees can not violate any local, state, or federal
law in the course of conducting business
• Fairness -- when conducting business with dealers and suppliers, employees

will always act in a fair and ethical manner.
• Outside Employment and Outside Business Interests -- employees cannot

engage in any type of employment or business dealings with a competitor or
supplier.
• Gifts and Entertainment -- employees cannot accept any gifts from any
individual or company who does or wishes to do business with .........Resort
Any violation of this policy could result in disciplinary action or termination.
END
POLICY & PROCEDURE
Subject: Military Leave Policy Date: 01 Mar 2004 Date revised:

Purpose
.........Resort will grant military leaves of absence as required by law so as to help meet
the needs of employees enlisted in military service. The following policies apply.
1. A military leave of absence for the duration of the service required, will be granted to
any permanent full-time employees called to active military service. The leave will be
cancelled in the event of re-enlistment or other voluntary extension of duty.
2. All employees granted a military leave of absence will be given two weeks base pay.
3. Conditions for reinstatement of employment at Brown Industries include:
• receipt of application for reinstatement within one month of conclusion of

military service
• completion of service and credible military record
• physically qualified
Upon reinstatement, the employee will be given their former job or one similar in terms
of salary and position as is available.
END
POLICY & PROCEDURE
Subject: Disciplinary Code Date: 01 Mar 2004 Date revised:

Distribution: All Department Head Issued:
Purpose
When any employee violates a rule of .....Resort, the supervisor will follow this
procedure:
• First Violation - Counsel the employee and issue a verbal warning,

make sure it is understood this is a formal warning. Determine the
cause of the problem and take the necessary steps to help resolve the
conflict. Finally, place a disciplinary action form in the employee’s
files detailing the problem or incident and listing any recommendations
made.
• Second Violation - Conduct a formal meeting with the employee in

which you clearly state the nature of the violation and any recurrence
could lead to suspension or dismissal. Discuss ways in which you and
the employee can solve the problem. Finally, write up a formal report
and enter in the disciplinary action form and provide references to past
violations. Both you and the employee must sign the report. One copy
is given to the employee, the second is placed in their file.
• Third violation - Depending on the severity of the violation the

supervisor can suspend the employee without pay for a specified length
of time or dismiss them. Following a period of suspension there is
mandatory 90-day probation period. All dismissals must be approved
by the Human Resource director and the General Manager.
An employee can be dismissed at any time, without regard to the preceding steps if
his/her offence is of an extremely serious nature or if his continued presence would
disrupt the company and other employees.
END
POLICY & PROCEDURE
Subject: Name Card Date: 01 Mar 2004 Date revised:

Management

Objective
To facilitate employees contact with business partner, print name card for special
employees
1. Name Card Management

Managed by Administration Department. Format of name card is designed, decided and
printed by company
2. Employees of printing name card

2.1 Supervisor and above level
2.2 Employees of each division being approved
2.3 Employees of printing name card are decided by each division, approved by General
Manager, then send to Administration Department to file
3.Usage and requirement of name card

3.1 Name card printed by company only can use for business
3.2 Employees are not allowed to print name card in the name of company, or he would
be punished.
3.3 Reviewed employees must fill in Request Form for Printing Name Card, reviewed by
division head, then send to Administration Department to print.
3.4 Printing for supervisor and above level, no more than two boxes at one time.
3.5 Employees are not allowed to request for printing name card after dismiss ion
Application has been submitted. Rest of the name card should be handed over to
Administration Department for destroying before his leaving
4.Additional
4.1 The institution is explained by Administration Department.
4.2 The institution implement from the date of issuing, incomplete part would be
modified afterwards.
END
POLICY & PROCEDURE
Subject: New hosts Date: 01 Mar 2004 Date revised:

PURPOSE
All new hosts who apply for a position at the Personnel office should have the following
courtesy given to them by our personnel host team.
 Personnel hosts must Wai the new applicants to show what we are a really
traditional Thai hospitality with a new sense of awareness towards any candidate
 All new host to ask for an application form must receive a soft drink
 The application form must be explained to them how to fill it in during the new
applicant filling in personnel host musty assist them to fill in correctly
 Pens must be supplied form the resort and a hard folder to be under the application
form to make it easier to write
 The new applicant’s application must be looked at and any changes must be made
with the applicant there and then.
 A thank you must be done for the new application and a time frame of when we
shall be getting in touch
 This should be within 3 days of the application , once the personnel manager has
interviewed the host candidate and a time made with the department head for his
second interview
 All the above must be in place immediately and complied with
END
POLICY & PROCEDURE
Subject: New hosts housing set Date: 01 Mar 2004 Date revised:
Up, expat or overseas
trainees

PURPOSE
All rules for new host housing set up must apply, and must be longer in terms of taking
good care and assisting those who do not speak English or any Thai at all, we must pay
more attention to their:
 Dietary needs if they are Japanese or Korean in terms of spicy Thai food we must
talk to the chef to make sure they have food suitable form their needs
 They would not ask but we must anticipate their needs
 Towels must be set for them and washed weekly, two towel per student – trainee
 Assisting them in settling in we must assign a buddy system for them maybe two
if we can
 Department heads must sit down with the students weekly to find their problems
and assist them settle in this is a must fro all department heads
 We want them to go back and say wow, ...........Resort did take very good care of
me while I was there.
 Lets spread our culture to all four corners of the world.
END
POLICY & PROCEDURE
Subject: New hosts housing Date: 01 Mar 2004 Date revised:

set up

PURPOSE
Al new host who have been allocated a room in our host accommodation must have the
following done prior to getting his room key.
 A time and date must be given for the new host to settle in the room, we would
like one day or half day prior to get to know his new room hosts.
 He must familiarize himself with the host campus as well as rules and regulations
 A copy of the host house rules must be given and he must sign for the rule so that
he knows what they are, personnel must talk the rules through with him or her.
 Keys for new hosts must be signed for and a record kept in their jacket as well as
in key control inventory at personnel office
 Copy of host handbook to be given and signed for as part of his her uniform
 Copy of bus schedule for transfers
 Meal time information
 Grooming standards six senses a copy given to all in Thai and English
One day prior to the host arriving the following must be checked by personnel hosts
to ensure the room is ready.
 The bed is made and clean linen has be set

 The room must be checked for any defects such as no water or toilet blocked, if so
a call to the engineering must be done to rectify this problem
 No new host will go into a defect room, this is a bad image on our standard which
we need them to adhere to
 Upon arrival all new hosts must contact personnel office first to receive the keys
etc
 Personnel hosts must escort the new host to the staff quarters and introduce him to
his new host room mates
 Personnel host to Wai him and wish him all the best with his new position at .......
Resort
 Follow up must be done for the first week with all new hosts.
END
POLICY & PROCEDURE
Subject: Drug and Alcohol Abuse Date: 01 Mar 2004 Date revised:
Policy

Purpose
The abuse of drugs and alcohol is a threat not only to this company, but to the employees
as well. Management and employees have an equal responsibility to maintain a safe,
healthy, and effective work environment. To this end, .....Resort instituted the following:
• The possession, use, or sale of alcohol, unauthorized or illegal drugs,

or the misuse of prescription drugs on company premises or while on
company business is prohibited.
• Any employee found under the influence of drugs that impair their
judgment, behaviour, or performance while on company time or on the
premises will be subjected to disciplinary action and possible
termination.
• All employees whose jobs require certain safety considerations, such

as the handling of machinery, will be subjected to random drug testing.
Any positive test can result in disciplinary action or termination.
Every employee is responsible for continued adherence to these policies.
END
POLICY & PROCEDURE
Subject: Telephone & Fax Date: 01 Mar 2004 Date revised:

Management

Policy
1. Opening DDD and IDD function for extension, must be approved by General
Manager.
2. Get approval from department head before make a private local call.
3. Get approval from department head before make a private long-distance call. Make
the call at specific place and record (see attachment), pay the fee according to
telephone receipt at the end of next month
4. For those make a private call without permission, would be punished. For who
received repeated criticism but no alteration, would be dismissed.
5. For those make service calls, would be punished. For who received criticism but no
alteration, would be dismissed
6. Faxes should be sent by secretary, secretary must record all long-distance faxes.
7. The institution implement from the date of issuing, incomplete part would be modified
afterwards
END
POLICY & PROCEDURE
Subject: Garbage sorting at staff Date: 01 Mar 2004 Date revised:

accommodation

Purpose
Garbage sorting and separation is the responsibility of the personnel department in terms
of educating and setting up training for all new hosts as well as a monthly update and
refresher.
An area must be located to keep the bins and all lids must be kept down with a stone top
reduce vermin trying to get in.
All garbage bins must be labeled as follows:
 Plastic bottles
 Tin / cans
 Bottles glass
 Paper & cardboard
 Wet food for the pig man
 Dry food items such as fruit peeling etc
All boxes must be broken down to reduce space and to keep the area clean and tidy.
All garbage must be collected once a day and removed to the B.O.H garbage areas.
END
POLICY & PROCEDURE
Subject: Safety & Health Date: 01 Mar 2004 Date revised:


Purpose
All ......... employees are responsible for observing safe working practices, policy rules,
and all applicable laws and regulations.
Procedure
Medical Examinations
• All pre-employment medical exams will be performed by a physician chosen

and paid for by the company
• All medical history forms must be completed completely and honestly.
Withholding information could result in termination
• Physical exams could be required due to a transfer, promotion, declining
performance, or increased absenteeism
• If any employee is impaired due to prescribed medication, they must report it
to their supervisor prior to arriving at work
• Any employee with a drug or alcohol problem will be encouraged to seek
treatment; however, such treatment does not preclude appropriate action by
the company if work performance is affected
Accidents and Injuries
• Following any work-related injury, an employee must undergo a medical exam and
drug test with 24 hours or face disciplinary action
• All work-related illnesses or injuries must be immediately reported to the supervisor
• Following treatment for injury or illness, all employees must:
1. Complete a Worker’s Compensation Report
2. Keep scheduled medical appointments
3. Return to work when cleared by a physician
• Company may offer modified duty on a temporary basis
• Employee may be granted a medical leave of absence if more than two weeks is
required
POLICY & PROCEDURE
Safety Rules - Each department head or supervisor is responsible for establishing

necessary safety rules and posting them accordingly. Failure to comply with these rules
will result in disciplinary action.
Hiring and Orientation - No employee shall be hired to do a job he or she is not

physically or mentally able to perform in a safe and effective manner.
Training and Education - Managers and supervisors are responsible for recognizing the
need for training or educational classes or materials which can improve safety. Human
Resources will supply approved materials.
Accident Reports - All accidents reported within a department must be relayed to the
Facilities and Inspections - Le Meridien khao Lak shall maintain all safety and health
facilities to meet all applicable standards. Inspections will be conducted on a regular basis
to maintain standards.
END
POLICY & PROCEDURE

Accident /Medical Emergency For
Employees Within Hotel

Purpose
To ensure that the sick/injured staff will receive proper treatment from a certified medical
doctor at the earliest possible
Procedure
When a staff reports sick/being injured and requires for immediate medical treatment, the
Assistant Manager should:
1) Go to the scene with a Security Officer to investigate the incident.
2) Check the status of the staff to determine either call an ambulance or instruct a
3) Security Officer to escort him to the nearest hospital or clinic.
4) If an ambulance is summoned, instruct it to stop at the appropriate parking space and

escort the medical staff to the scene. Remember hose lift should be used.
5) Ask a Security Officer to accompany the concerned staff to the hospital and remain
him to contact the Assistant Manager when the medical examination/treatment is
over.
6) Collect as much information as possible from the witnesses regarding the incident.
7) If a machine causes the accident, it should be stopped for investigation. Meanwhile,
do not allow any staff to use it again to avoid further injury, as it may be out of order.
8) Inform HRD and concerned department head regarding the incident.
9) Inform the family of the concerned staff if required.
10) Make an entry in the AM logbook if the staff is sick. How ever, if it is an accident,
also complete a STAFF ACCIDENT REPORT.
11) If doctor grants sick leave, copy if sick leave certificate should be obtained for
POLICY & PROCEDURE
reference and a note should be made in the AM logbook.
Subject: Incident report for Date: 01 Mar 2004 Date revised:

hosts while at work

Purpose
To ensure we can assist and protect our hosts in case of an accident during working hours
we must ensure that all safety aspects have been covered and recorded in training log
sheets to ensure we have done our jobs correctly to protect our hosts from bad training or
lack of:
All departments’ heads must ensure all equipment or utensils that require training on a
regular basis are placed on SOP procedures and all training logged.
All dangerous equipment must come under the training department to ensure all hosts are
covered. And that the department head is doing his training as indicated in his training
manual.
In the case of an accident all host or hosts who were present when an accident occurred
must fill in an incident report as attached.
In case of a major injury the report must be handled by the Personnel department and host
- hosts who witnessed the accident.
The report must be concluded within 3 hours of the accident and a meeting must be held
to conclude by the GM - RM and department head concerned.
POLICY & PROCEDURE
Incident Report
Name of host – s __________________ Department:____________
Date: ______________ Time of accident: ___________________
Location / area:
________________________________________________________________________
________________________________________________________________________
_____________________
Equipment used:
________________________________________________________________________
______________________________________
Manner of injury:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
____
Action taken:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
____
Did we take photographs of the accident scene?

________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
____
Was the host wearing his uniform or safety equipment?

________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
Incident report continued:
Was the host / s

hospitalised______________________________________________________________
POLICY & PROCEDURE
________________________________________________________________________
______________________
Time it took us to take him to hospital:

________________________________________________________________________
________________________________________________________________________
_____________________
Was the family informed of his accident;

_______________________________________________________
What action have we taken to ensure the full recovery of the host/s
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
________________
How long will the host/s be off work due to the accident?
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
____
Host who saw the incident:
______________________ ____________________________
______________________ ____________________________
______________________ ____________________________
Have we taken statements from them to ascertain the cause or why it occurred?
The above report must be filled out by the personnel manager and the host/s if
possible and submitted to the GM
END
POLICY & PROCEDURE
Department: Rooms Division Ref: HR 1.25 Page: 1/1
Subject: Incident/Accident Policy Date: 01 May 2004 Date revised:

for guests

Policy
Accident and Incident Reporting (for guests)
To ensure all accidents and incident are reported in an accurate manner and according to
……… Resorts standards.
The Management Team of the Resort is aware of accidents and incidents at all items to
ensure proper follow up is done under any circumstances.
Procedure
1.0 Incident and Accident Forms need to be accessible 365 days a year, 24 hrs a day.
2.0 Any incidents occurring within the Hotel Area MUST be reported even if they are
minor.
3.0 Any Member of Team who is involved or witnesses an incident or accident needs
to report the latter or contact the Call Center at any time of the day, who will then
arrange for a Manager to go and meet with the guest and get details of the
incident/accident.
4.0 If immediate action in required then the Manager on Duty shall do so to his/her
abilities and ensure assistance is given should a person be injured.
5.0 The Manager on Duty will then recall all details of the incident/accident and will
record those on the respective forms with all relevant details and witness
statements if available/necessary.
6.0 Under no circumstances the Resort Employee will admit liability towards the
customer.
7.0 The Incident/Accident Report is to be completed with utmost thoroughness to
ensure all details are recorded correctly.
8.0 The Report is then copied and circulated. Copies should be given to the General
Manager, Resident Manager, Rooms Division Manager and Security Manager.
The incident is further logged in the Incident/Accident Logbook with a reference
number to ensure that details can be found easily if necessary.
9.0 It is necessary to inform the General Manager immediately if the incident is
related to health and security issues. Should the General Manager not be available
then the Resident Manager should be informed without delay.
10.0 If necessary a follow up should be done by either the General Manager or the
Resident Manager, depending of the severity of the accident/incident.
11.0 Should the Manager on Duty not be sure on how to handle the case, assistance
should be asked for immediately.
END
POLICY & PROCEDURE
Subject: Emergency Date: 01 Mar 2004 Date revised:

Serious Contagious Disease

Purpose
To maintain any harm to Hotel guests and employees from being infected by the
contagious disease.
Procedure
1) Upon finding a guest being an serious contagious disease carrier the finder will
inform his respective department head who will in turn will inform the
GENERAL manager and other Senior Executives for action
2) No publicity should be made to other Hotel guests or outsiders to avoid panic and
disorder.
3) Guest will be persuaded to leave the Hotel and seek hospitalization.
4) All linens in the concerned guest room will be washed in bleach to disinfect. Staff
should wear gloves when cleaning the guest room so as to avoid infection.
Company letter should be obtained together with a signed Express Check-out
authorization Form which be put guest room
5) All related Hotel staff who have had contacts with the guest will go through an
tests to ensure that they are not being infected.
6) Further advice should be obtained from a certified medical physician ensure that
the concerned room will be disinfected thoroughly before it is sold to another
guest.
7) The family of the guest will be reached and informed of the situation.
END
POLICY & PROCEDURE
Subject: Medicines Date: 01 Mar 2004 Date revised:

PURPOSE
 We must not hand out any aspirin or medication to any guest from our own first
aid box,
 If they are allergic we may be liable for this and our resort would be sued by the
guests.
 Refer all guest to a pharmacist and they should purchase their own medicine such
as aspirin etc
 If they require medical help we must call the doctor first and the doctor should
prescribe what ever they require
 Please educate and train your host in the above policy and procedure
END
POLICY & PROCEDURE
Subject: Medical Emergency Date: 01 Mar 2004 Date revised:
Prepared by: Approved by: Approved by
Resident Manager General Manager:

PURPOSE
Applies to all request made by our guest or hosts
The following steps are to be carried out:
When the guest complains he would like to go to the doctor we must act quickly the
following steps will assist you in doping so.
Ask the guest if they would like to have the doctor on call, if so call Dr Joe on both his
number’s
If the guest insists they want to go to the hospital then follow the steps below
 Call the front office to have a car ready with driver

 Call the hospital to inform them we are on the way
 A car has to be made available even if we have to let guest wait at the airport etc,
they will understand
 Try to explain the symptoms if you can
 Butler or host to go with them if its serious one Manager on duty to accompany
 Gm Rm to be informed right away
 Butler, host to call once they at the hospital and to keep GM – RM
 If serious GM or Rm to go to the hospital to give added support
 We must inform the hospital if the guest has any illness or he she takes prescribed
medication or any illness they might have, we must determine this at the first step
 A full report must be made by the butler – host as to what the guest has said and
what has been done by the resort to cover any mishaps that might occur, it must be
documented as it might come back to us down the line.
 A log book of all accidents must be kept at front office in terms of customers and
a report filled out by the MOD or the host who assisted the guest to the hospital
 If the guest stays over night we must look at food if they are allowed
 The spouse having to stay overnight at the hospital
 Any additional assistance they might need to contact their insurance company etc
this must become a best practice
POLICY & PROCEDURE
Log book
Time of call from guest

Location
What they have complained about
Any medication they take due to illness
Specific request from the guest to their illness
Time of our driver on stand by
What hospital we sent them to
Any over night stay at hospital
Any request additional from the resort they want if they stay over
Any food taken to them
We need to be as detailed as possible to ensure we can assist them; as well as cover our
self’s in regards to claims or future claims on their holiday with the tour operators.
END
POLICY & PROCEDURE

Medical Examination

Purpose
All ..... employees are responsible for observing safe working practices, policy rules, and
all applicable laws and regulations
Procedure
Medical Examinations
All pre-employment medical exams will be performed by a physician chosen and paid
for by the company
• All medical history forms must be completed completely and honestly. Withholding
information could result in termination
• Physical exams could be required due to a transfer, promotion, declining performance,
or increased absenteeism
• If any employee is impaired due to prescribed medication, they must report it to their
supervisor prior to arriving at work
• Any employee with a drug or alcohol problem will be encouraged to seek treatment;
however, such treatment does not preclude appropriate action by the company if
work performance is affected
Accidents and Injuries
• Following any work-related injury, an employee must undergo a medical exam and
drug test with 24 hours or face disciplinary action
• All work-related illnesses or injuries must be immediately reported to the supervisor
• Following treatment for injury or illness, all employees must:
1. Complete a Worker’s Compensation Report
2. Keep scheduled medical appointments
3. Return to work when cleared by a physician
• Company may offer modified duty on a temporary basis
• Employee may be granted a medical leave of absence if more than two weeks is
required
POLICY & PROCEDURE
Safety Rules - Each department head or supervisor is responsible for establishing

necessary safety rules and posting them accordingly. Failure to comply with these rules
will result in disciplinary action.
Hiring and Orientation - No employee shall be hired to do a job he or she is not

physically or mentally able to perform in a safe and effective manner.
Training and Education - Managers and supervisors are responsible for recognizing the
need for training or educational classes or materials which can improve safety. Human
Resources will supply approved materials.
Accident Reports - All accidents reported within a department must be relayed to the
Facilities and Inspections - ...... shall maintain all safety and health facilities to meet all
applicable standards. Inspections will be conducted on a regular basis to maintain
standards.
END
POLICY & PROCEDURE
Subject: Grievance Procedure Date: 01 Mar 2004 Date revised:

Purpose
.........Resort has established a set of grievance procedures for the employee’s protection.
By following set steps the employee can take their grievance to their supervisor, Human
Resources Department, and finally the Employee Grievance Board. The steps are as
follows:
• Bring your grievance to the attention of your supervisor within 48

hours of the incident in question. If the employee is not satisfied with
the response they can contact their department head
• If the grievance is not settled in step one, the employee can contact the
Human Resources Department. If the grievance has not been settled
you may request a hearing General Manager
• The General Manager will meet to hear and rule on your grievance.
The decision of the General Manager will be final.
END
POLICY & PROCEDURE
Department: Hyman Resources Ref: HR 1.31 Page: 1/3

Attending to victim of a tragedy
( death)

Standard:
1) Notify the Hotel's General Manager, Manager, Security Manager and the Authorities
immediately.
2) Draw the minimum of attention to the incident. If the incident has occurred in a public
area, the area should be screened off until the arrival of the authorities, and onlookers
moved on. At no time should any staff make statements to the press.
Procedure
8) Assistant Manager to ensure relevant personnel, and authorities notified.
9) Assistant Manager to ensure minimum attention is drawn to the incident.
10) If a death occurs in a public area, the area to be screened off and onlookers moved on.
No one is to touch or move the body unless directed by the authorities.
11) Authorities will take over and with the Security staff handle the incident.
12) Next of kin are to be advised pending the instruction of the General Manager / Manager.
13) Assistant Manager to be prepared to assist immediate family / friends, if guest is

accompanied, in a private area
14) An incident report to be completed by Security.
15) Assistant Manager to log all information in the Assistant Manager's logbook.
Aim
To provide a guideline to Security on how to handle a "DEAD BODY" found situation.

POLICY & PROCEDURE
Procedure
1) Inform the Security shift I/C, Manager, Assistant Manager, and Security Manager to
proceed to scene immediately.
2) Assign a security officer to cordon off the area, only authorised staff at scene. Any
onlookers to be moved on, politely but firmly.
3) Assign a security officer to the scene together with oxygen kits / mobile first aid box.
4) Security Manager will inform the General Manager / Manager and advise location of the
incident if this has not already been done.
5) Security Manager to double check that the Operator has called Police and Ambulance
services, further to the initial instructions of the Assistant Manager.
6) The Concierge staff will guide the Police and Ambulance to park at the Loading Bay
area.
7) The Security Officer will programme the a service lift on standby position on concerned
floor for Police and Ambulance personnel to use.
8) No staff may remove any items or the body from the scene.
9) Security Shift I/C to set up an incident control point nearby the scene, i.e. in a vacant
guest room
10) Once the police arrive, a hand over of the incident to the authorities must occur.
11) All staff are required to leave the scene, except the those designated by the authorities.
One Security Officer is to remain to stop the press / reporters, and is to be accompanied
by the Communications Manager.
12) All staff to be briefed, NOT to release any information to the press or any other
colleagues.
13) Communications Department will inform / prepare the press release in conjunction with
General Manager / Manager.
Aim
To provide a guideline to ensure Security Officers handle the incident properly.
Procedure
Inside hotel premises
1) Inform Shift I/C, Manager, Assistant Manager, and Security Manager and advise
location.
2) Check any injuries / casualties involved, if any, inform Operator to call ambulance.
3) Station one Security Officer to cordon off the scene to avoid the unauthorised person to
enter.
POLICY & PROCEDURE
4) Check guest any lost or damages and injured how incident happened.
5) Prohibited any press released.
6) Security Manager will inform the General Manager / Manager and Communications
Department.
7) Do not remove any items and double lock the room by Assistant Manager.
8) Report to police for further action.
9) Follow up and final review by Security Manager
Inside hotel premises
1) Inform the Security Shift I/C to meet the guest and assist with statement taking.
2) Check any injuries / medical assistance.
3) Escort the guest to police station for report
4) Security Manager will follow up with police and make a report of the incident.
POLICY & PROCEDURE
Subject: Safety deposit boxes Date: 01 Mar 2004 Date revised:


Purpose
Located outside the resident managers office
Box number 1 = Shift front office
Box number 2 = Vacant
Box number 4 = Front office manager
Box number 5 = Food & beverage
Box number 8 = Food & beverage
Box number 9 = Front office for guests
Box number 10 = Front office to keep staff mobile phones
Main Master key will be located behind the door to Khun …… Door
A log book will be held with the GMs secretary.
Each box is allocated two keys; one spare key will be handed over to front office manager
to be kept in key control boxes and any spare key taken out must also be logged in the log
book.
POLICY & PROCEDURE
All safety deposit boxes must have a log book for each box. This will be the
responsibility of the department heads.
All keys for each section must sign with Khun ……. for the key handover, if the key is
lost the department will be charged to replace this key, cost has not been given from the
box manufacturer as of yet.
END
POLICY & PROCEDURE
Subject: Hydrochloric acid Date: 01 Mar 2004 Date revised:

Purpose
In regards to using hydrochloric acid in the resort we must follow the steps indicated
below in regards to storage and preventive action in regards to spills and accidents.
Total control should be under the engineering department to ensure all equipment, and
safety procedures are carried out.
 A roofed area must be made with a sandy bottom to absorb the acid if spilt
 Should be caged in and a lock on the door
 Ventilation should be the main factor plenty of it
 One fire extinguisher must be available
 Lime powder if we get spills
 Plenty of cold water
 Should be near a shower or hose pipe to wash any spill right away or wash the
face etc
 Safety clothing must be purchased long gloves etc
 Face mask with breathing apparatus, canisters
 A weekly log book must be set up
 All spills must be recorded and cleaned up right away
We must ensure that we follow the steps to keep our areas free from corrosion and
accidents
END
POLICY & PROCEDURE

Back of house emergency exit signs

Distribution: Issued:
All Department Heads
Purpose
All kitchens back of house areas as well as host housing must have
Signage indicating
Emergency exits and way out in case a fire begins in any section
Each department head is responsible to ensure that all sections and walkways out of
kitchens etc are well sign posted and directional arrows to indicate the way out.
This must be set up as soon as possible and a training day done for the exit signs so that
your hosts will know the way out in case of an emergency.
END
POLICY & PROCEDURE
Subject: Front office club cars Date: 01 Mar 2004 Date revised:

Purpose
 All guest transportation around the resort are under the front office managers
control, the following steps must be adhered to; to improve or delivery of service
to our guest.
 Upon new arrivals resort host drivers to be on stand by their vehicle with a walkie
talkie equipped with an ear piece for silent communication through the resort.
 Club car service at the beach entrance during the day one car must be available
around 4 : 30 to 5:30 at the entrance to pick up guest
 Same applies at the main restaurant where guest will leave the pool, resort hosts at
the pool will call first to ensure the vehicles are on stand by
 Evening times cars must be made available at both restaurants or a clear

communication must be done between restaurant host and front office club car
drivers
 We must anticipate the needs by being there first, guest coming from the beach or
pool, and guest from the restaurants we must try to work out a near to a perfect
pick up.
END
POLICY & PROCEDURE

Housekeeping

Purpose
In order to maintain a high level of safety, organization, and a pleasant atmosphere,

.....requires that all employees be responsible for keeping their work areas clean and neat
at all times. In this way we can reduce waste and raise productivity and lighten the work
load of the Housekeeping Dept.
Procedure
Supervisors may assign clean up duties as needed to comply with this policy
END
POLICY & PROCEDURE

Robbery,theft, burglary

Standard:
1) To re-assure the guest and obtain full details of the incident to ensure prompt follow up
by Hotel Security (internal) or police (external). To assist the guest as is appropriate i.e.
cancelling of credit cards etc.
Procedure
1) Assistant Manager is to involve Security in the event of any theft / robbery, be it internal
or external.
2) For all incidents, a complete incident report will be completed by the Security
Department, after the incident has been investigated. Security will be responsible for co-
ordinating any investigation.
3) Assistant Manager is to liase with the guest to ensure assistance is provided as necessary,
i.e. cancelling credit cards, arrange a Security Officer to accompany the guests to Police
Station etc
4) At all times the Assistant Manager / Security Officer is to show empathy to the client.
5) If the incident occurs internally, Hotel staffs are NOT to admit any Hotel liability
without prior approval of General Manager.
6) All information to be logged in the Assistant Manager and Security logbook.
END
POLICY & PROCEDURE

Tipping

Purpose:
To set a clear guideline in regards to tipping.
Procedure:
1. Some of the guests will tip the hotel staff for his good service; staff should show their
appreciation to guests.
2. We should provide same high quality service to guests, otherwise they gave or not
gave tips Serving a guest for the sake of making tips embarrasses and humiliates the
guest, degenerates the quality of our service and ultimately ruins the reputation and
business of the hotel.
3. It is the firm and clear policy of the hotel that giving tips is not encouraged and
accepting of soliciting tips is strictly forbidden.
4. This message is explained to each employee when he/she joins with the Portman.
Therefore any misconduct against this policy warrants no excuses.
5. The following cases are Type C Misconducts
A. Any guest who reports or complains to the management that a hotel staff has
Solicited verbally or non-verbally for tips.
B. Any hotel staff found or being reported to have taken as tips money left by
Guest in his/her absence without handing it over to his/her supervisor.
6. It should be instilled in our employees that knowing the mere fact that a guest
is satisfied at a job well done gives us the biggest gratification we can get.
END
POLICY & PROCEDURE
Subject: Emergency Serious Date: 01 Mar 2004 Date revised:

Contagious Disease

Purpose:
To maintain any harm to Hotel guests and employees from being infected by the
contagious disease.
Procedure:
8) Upon finding a guest being an serious contagious disease carrier the finder will
inform his respective department head who will in turn will inform the GENERAL
manager and other Senior Executives for action
9) No publicity should be made to other Hotel guests or outsiders to avoid panic and
disorder.
10) Guest will be persuaded to leave the Hotel and seek hospitalization.
11) All linens in the concerned guest room will be washed in bleach to disinfect. Staff
should wear gloves when cleaning the guest room so as to avoid infection.
Company letter should be obtained together with a signed Express Check-out
authorization Form which be put guest room
12) All related Hotel staff who have had contacts with the guest will go through an
tests to ensure that they are not being infected.
13) Further advice should be obtained from a certified medical physician ensure that
the concerned room will be disinfected thoroughly before it is sold to another
guest.
14) The family of the guest will be reached and informed of the situation.
END
POLICY & PROCEDURE
Subject: Fire Extinguishers Date: 01 Mar 2004 Date revised:

Purpose:
In regards to the positioning of the resorts fire extinguishers I would like to have a
detailed map of each location and type of extinguisher we have
Procedure
1. The responsibility of the upkeep of the extinguishers should be done via two
sections engineering and our security team to cross check each other.
2. Each extinguisher should have a bin card attached with the date of inspection, also
indicating what type of extinguisher in English and in Thai.
3. This should be done on the 1st of each month and the security officer to check
each one, and then he will submit his check lists to the following persons as
inspected and full.
The report will be sent to the following:
General Manager
Resident Manager
Financial controller
Engineering department
And one copy with the security team for future references.
All the procedures need to be kept and logged monthly as we will get a fire inspector
from various tour operators to double check our controls and systems.
This to be in effect as of this policy engineering to handle first until we change security
Companies.
POLICY & PROCEDURE

Damage to hotel property by guest

Purpose
To ensure that proper record is taken on hotel properties damaged by guests.
Procedure
1) Staff should report any hotel properties damaged by guest to their immediate
Supervisor.
2) Supervisor will report the damaged items and their locations to Assistant Manager.
3) Assistant Manager will go with Security Officer to the said location to investigate
and a photo will be taken for reference
4) If the location is a guestroom, room attendant will be instructed to make up room

except the affected area as an evidence.
5) Housekeeping/Engineering will be consulted regarding the charges of the damaged

items.
6) A message is left to the guest asking him to contact the Assistant Manager if he is not
around
7) When the guest approaches, Assistant Manager should ask tactfully if he is aware of
the damage. If he admits and agrees to compensate, a miscellaneous Debit Voucher
should be prepared for him to sing.
8) If the guest denies to have caused the damage and refuses to pay the compensation,
Assistant Manager should try very best to explain and convince him to settle the
charge. If he still insists, higher management will be referred for further action.
9) A hotel property loss/damage report will be filled and distributed to departments

concerned. Meanwhile, an entry is made in the Assistant Manager Log Book for
record.
END
POLICY & PROCEDURE
Subject: Walkie talkie usage Date: 01 Mar 2004 Date revised:


Purpose
Various departments have walkie talkies for communication during their working hours
to ensure a more free flow to their operation the following channels must be used for the
those departments.
By shift end all walkie –talkies have to be returned to their attached offices
Front office:
Food & Beverage:
Kitchen:
Engineering:
Human Resources
Security:
Housekeeping:
END
POLICY & PROCEDURE
Subject: Host transportation Date: 01 Mar 2004 Date revised:
Resident Manager General Manager:

Purpose
Transportation will be provided for all hosts to come and go from work 365 days per year
 A schedule must be provide in all back of house areas and staff notice boards
 They must be changed one day prior to any new change in policy and the staff
directed towards these changes by a memo from personnel department one week
before.
 Special bus runs must be allocated twice a day for three times a week
 Tuesday, Thursday and Saturday
 Pick up and drop off time must be specified
 Special bus runs on pay day should be set up for this one day in every month
 Special days or public holidays; care must be taken to assign host transportation
such as Christmas etc from and to the resort when we are full and have special
functions
END
POLICY & PROCEDURE
Subject: Mail Centralization Date: 01 Mar 2004 Date revised:

Purpose
Provide mail centralization service for the convenience of both hotel guests and internal
departments.
Procedure
Guest Mails
a. Guest mails will be centralized at Business Center and BC clerk to take record on the
Guest Postage Record Sheet upon receiving to record guest names, mail destination,
postage required, payment method. (Same attached)
Office Mails
a. All department secretaries and staff at level 2 and above are eligible to send their
office mails through e-mails
b. Other printed mails are to be put into the “pigeon box” , which is checked & cleared
at least
5 times a day
Employee Mails
a. Are sent through FO, into pigeon box and distributed by dept head.
END
POLICY & PROCEDURE
Subject: Respect For Guests Date: 01 Mar 2004 Date revised:

Purpose:
Procedure
 What The Guests Expect
 Staff to behave in a dignified manner

 Staff to be welcoming, friendly yet not over familiar.
 To be treated as an individual and not a number
 How To Satisfy – Behaviourally
 Exercise warm, yet not over familiar approach

 Use distinct, precise diction
 Use controlled physical gestures
 Maintain a dignified poise in every situation
 Use guest name, not room number at all times
 Management to establish and support training culture
 How to Satisfy – Operationally
 Give new staff members a set time period until confident in their tasks before
exposing them to guests.
 Provide professional training programmes dealing with behavioural and service
skills.
 Avoid name badges labelled Trainee, Apprentice and Junior ( if not imposed by
regional regulations.
END
POLICY & PROCEDURE
Subject: Caring For Guests Date: 01 Mar 2004 Date revised:

Purpose:
Procedure

 To be treated as an individual:
- Staff to be welcoming
- Staff to be available
- Staff to listen and react
- Staff to be considerate
 Make eye contact, listen and smile

 Anticipate guest needs by being a proactive service provider
 Always ask guest for his name as opposed to his / her room number.
 To be sensitive and proactive to our guests’ needs, fulfilling every detail of their
service expectations
 Always handle guest requirements and contact other departments or outside
companies on guests’ behalf. No guest will be told to call another department.
 Be passionate about giving service
 How To Satisfy – Operationally
 Employ people that are positive, open and friendly

 Have regularly assess Induction procedures
 List, advertise, promote and regularly discuss the Service Standards.
 Assign a dedicated departmental mentor to all new staff during his/her trial period.
 Implement recorded staff appraisals prior to final employment & regularly
thereafter.
 Allow all staff members the opportunity to participate in all relevant training
programmes.
 Adapt manning guides to meet guest expectations.
END
POLICY & PROCEDURE
Subject: Grooming Date: 01 Mar 2004 Date revised:

Procedure
 Staff appearance to reflect the image of the company, property and cultural
heritage.
 Take pride and care of your personal appearance, dress and personal grooming.
 Take pride in being recognised by wearing your uniform correctly and your name
badge
on left-hand side above chest, while on duty.
 Always practise a strict personal hygiene.
 Make sure that your body language and genuine smile are the point of focus
 A neat appearance is essential:
- Neat, conventional hairstyle
- Tasteful, subtle make-up
- Discreet jewellery
- Shoes shined and in good repair
- Clean clothes, freshly pressed and smart.
 Provide sufficient uniform par stocks and do not allow unfit items to be issued by
laundry or uniform services. Implement flexible uniform issuing hours.
 Provide well equipped, well-ventilated, regularly inspected locker rooms.
 Provide lockers with “windows” at hanger level to facilitate control (
recommended )
 Do not allow uniforms to be worn outside the hotel premises ( unless on hotel
business ) to reduce wear and tear.
 Grooming counselling to be organised on a regular basis through cosmetic
suppliers.
 On site or arranged personnel rates with barber and hairdresser.
 Enforce daily controls by each department Supervisor / Manager
END
POLICY & PROCEDURE
Subject: Professionalism Date: 01 Mar 2004 Date revised:

Procedure

 To be treated in a friendly manner and have their privacy respected.
 To feel reassured by receiving efficient and reliable service.
 Always appear calm and collected.

 Know how to reassure guests
 Anticipate guests’ needs and resolve their concerns.
 Respond quickly to all guests’ requests.
 Keep informed in order to keep the guests informed
 Make a positive contribution in order to ensure an overall friendly atmosphere in
the hotel.
 Never blame / criticise fellow colleagues performance or hotel / management
policies.
 Skills Training
 Provide and budget for a permanent departmental trainer in key guest contact
areas.
 Regularly train supervisory levels in Leadership practises.
 Have all relevant information to hand and be able to offer alternatives
 Implement regular performance appraisals.
 Continuously check product and skills knowledge.
 Reward good behaviour and outstanding performances.
 All staff members to be given opportunity to participate in all relevant training
programme.
 Regularly find out and share with colleagues ”best practises” from competitors.
END
POLICY & PROCEDURE
Subject: Anticipating Needs Date: 01 Mar 2004 Date revised:

Procedure
 To receive genuine and attentive service

 To be offered for assistance before asking
 Be available to all guests – never appear too busy.

 Be attentive to guest condition, situation and take proactive actions. I.e. Call
elevator when you notice guest approaching elevator landing, be prepared to offer
children / baby facilities when family presents themselves for registration, be
prepared to offer “ emergency overnight kit” when guest has lost luggage, etc.
 Always be alert and use good judgement in interpreting guest potential needs when
not clearly identified during the reservation process. I.e. offer non smoking rooms /
seating before being asked, assist with handling photocopying / fax sending before
being asked.
 Always handle guest requirements and contact other departments or outside
companies on guests’ behalf. No guest will be told to call another department.
 Keep informed in order to keep the guests informed.
 Management presence in public / lobby areas during peak times / major events
 Property Management Systems with capacity to record Guest History comments /
details, Notice fields, Specials features encoding.
 Promote and regularly schedule cross-training programmes.
 Ensure that staff have adequate product knowledge.
 Train staff in suggestive selling techniques.
 Provide cultural education in major clients’ geographical segments.
END
POLICY & PROCEDURE
Subject: VIP Guests Date: 01 Mar 2004 Date revised:

Procedure
 Recognition
 Special Care.
 Privileges.
 All VIP guests to be identified during the reservation process.

 All VIP guest courtesies to be handled the day prior to his/her arrival.
 All hotels to establish their own procedure on the basis of the following
recommendations:
 Clear VIP levels identified.
 Ensure that special / adequate security arrangements are made as required.
 Emphasis on quality amenities and courtesies offered rather than quantity.
 “Personal Touch” preferred. E.g Hand written greeting correspondence / cards,
Local quality “Gift”.
 VIP Standard operating Procedures established in accordance to local etiquette and
protocol.
 Management welcome and departure greeting at all times according to status and
VIP level.
END
POLICY & PROCEDURE
Subject: Handling Complaints Date: 01 Mar 2004 Date revised:

Procedure
 That when asking to see the Manager he / she is given that opportunity
 That his / her comments are always taken seriously and constructively.
 To receive a prompt reaction and immediate rectification if necessary.
 Always acknowledge guests with a reassuring comment even when unable to help
immediately.
 Be apologetic when problems have arisen and do never confront guest by implying
that the problem was their fault.
 Whenever possible deal with customer “face to face” and do your utmost to meet
with the guest in person preferably away from the public and seated.
 Always refer or report incident to the manager on duty, the concerned department
head and executive management for information and / or follow-up purposes.
 Executive Management and Department Heads to share daily “Manager on Duty”

function.
 All written comments / complaints / incidents to receive a reply within the day of
reception.
 Guest complaint handling training and regular retraining thereafter for all guests
contact employees.
 All guest comments / complaints / incidents to be shared with all and whenever
suitable to be displayed on staff announcement notice boards, discussed at
departmental head meetings and daily operational meetings.
 Recurrent guest comments / complaints / incidents to be used in operational skills
training, total quality programmes and subject to close service performance
monitoring.
END
POLICY & PROCEDURE
Subject: Empowerment Date: 01 Mar 2004 Date revised:

Procedure
 Only need to speak to one person
 Always respond positively, never hesitate when you feel confident that your actions
will make “the difference”. In case of doubt, seek further advice and inform the
guest of what action you should take to satisfy his / her demand.
 All staff members are encouraged to take personal responsibility to meet and exceed
customer expectations.
 All staff members are authorised to rectify any errors and rebate any objected or
related guest bill charges as per local policy.
 All staff members should be properly trained in handling customers and know how
to assess the cost of unhappy guests.
 The total guest bill ( or potential revenues ) should always be thought of first rather
than the “ refunded” amount in question.
 The property should have their credit policies updated and revised so as to meet this
standard.
END

Policies &amp Procedures - Human Resources

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Policies &amp Procedures - Human Resources

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Oriental Hospitality Consultants – OrientalHospitality.

POLICY & PROCEDURE

Policies & Procedures – Room Division – Human Resources

- 1.01 New Staff Housing Set-Up

POLICY & PROCEDURE

- 1.42 Walkie Talkie

POLICY & PROCEDURE

Department: Human Resources Ref: HR 1.01 Page: 1/1

Prepared by: Approved by: Approved by:

Resident Manager General Manager

 The bed is made and clean linen has be set

POLICY & PROCEDURE

Subject: Locker Policy Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

Employees are not permitted to use a separate lock or locking device

Due care must be taken to avoid damage to doors, locks or lockers.

Washing or preparation of laundry is not permitted in the laundry.

Lockers will be inspected regularly by at least two members of management and

POLICY & PROCEDURE

Department: Human Resources Ref: HR 1.04 Page: 1/1

Subject: Parking Policy Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by

Resident Manager General Manager

POLICY & PROCEDURE

Department: Human Resources Ref: HR 1.04 Page: 1/1

Subject: Shoes Date: 01 Mar 2004 Date revised:

Distribution: All Department Head Date issued:

POLICY & PROCEDURE

Department: Human Resources Ref: HR 1.06 Page: 1/2

Subject: Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

4) If the case is severe, the ambulance will be contacted immediately.

6) If hospitalisation occurs, Human Resources to follow up with daily contact, fruit /

POLICY & PROCEDURE

Department: Human Resources Ref: HR 1.07 Page: 1/1

Subject: Eating policy Date: 01 Mar 2004 Date revised:

Prepared by: Approved by Approved by:

Resident Manager General Manager

POLICY & PROCEDURE

Department: Human Resources Ref: HR1.08 Page: 1/1

Subject: Dress Code Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

POLICY & PROCEDURE

Department: Human Resources Ref: HR 1.09 Page: 1/1

Subject: Personnel Records Access Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

In order to guarantee that information contained in a personnel file is protected and

• A formal request is required to make any changes to the personnel records.

• Management will be allowed to review only that information which pertains to

POLICY & PROCEDURE

Department: Human Resources Ref: HR 1.10 Page: 1/1

Subject: Smoking Policy Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by:

Resident Manager General Manager

The designated smoking location is outside at the staff entrance only.

POLICY & PROCEDURE

Department: Human Resources Ref: HR 1.11 Page: 1/1

Subject: Equal Employment Date: 01 Mar 2004 Date revised:

Prepared by: Approved by: Approved by: