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©(2004KempinskiHotelsS.A.,Geneva,SwitzerlandAllRightsReservedSTANDARDOPERATINGPROCEDUREHUMANRESOURCESVersionJanuary2004ThisdocumentremainsthepropertyofKempinskiHotelsS.A.,Geneva,Switzerland.Nopartofthispublicationmaybeelectronically,mechanicallyorbyanyothermeanscopied,reproduced,transmittedorstoredinaretrievalsystemwithoutthepriorwrittenpermissionofKempinskiHotelsS.A.,Geneva,Switzerland.STANDARDOPERATINGPROCEDURESECTION:TableofContentEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:3of180APPROVED:CEO__________________TableofContentTableofContent(31INTRODUCTION(61.1HumanResourcesPhilosophy(61.2Objectives(71.3UserGuideline(71.4TheRoleoftheHumanResourcesDepartment(81.5OfficeConfigurationandEquipment(91.6ModusOperandi(101.7HumanResourcesReporting(111.8PersonnelFilesandContents(131.9EmployeePrivacy(171.10Contactstoestablish(182EMPLOYEES(202.1EmployeeFacilities(202.2EmployeeAppearanceandDressCode(243RECRUITMENTANDSELECTION(303.1EqualOpportunity/EmployeeRights(303.2Recruitment(313.3AdvertisingintheMedia(333.4ApplicationDatabase(363.5EmployeeSelectionProcess(373.6EmploymentApplicationForm(393.7EmployeeSelectionTest(413.8EmploymentReferences(423.9TheSelectionInterview(44STANDARDOPERATINGPROCEDURESECTION:TableofContentEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:4of180APPROVED:CEO__________________3.10UnsuccessfulApplicants(623.11FormalOfferofEmployment(683.12ProbationPeriod(694POSITIONANDCOMPENSATION(714.1PositionClassificationandAllocation(714.2CompensationandPayrollPractices(754.3EmployeeBenefits(885EMPLOYEECOMMUNICATIONS(1005.1Media(1005.2EmployeeHandbook(1015.3EmployeeNoticeBoards(1045.4EmployeeNewsletter(1055.5EmployeeMeetings(1076EMPLOYEERELATIONS(1096.1EmployeeRecognition(1096.2Long-ServiceAwards(1116.3EmployeeRecreationalActivities(1137EDUCATIONANDDEVELOPMENT(1147.1MissionStatement(114STANDARDOPERATINGPROCEDURESECTION:TableofContentEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:5of180APPROVED:CEO__________________7.2BusinessPlan(1157.3TrainingNeedsAnalysis(1177.4Orientation(1207.5SkillsTraining(1338EMPLOYEEPERFORMANCE(1388.1EmployeeAppraisal(1388.2GrievanceProcedures(1608.3PerformanceandConductImprovement(Discipline(1638.4EmploymentSeparation(171STANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:6of180APPROVED:CEO__________________1INTRODUCTION1.1HUMANRESOURCESPHILOSOPHYThecorebusinessofKempinskiHotels&Resortsismanagingluxuryhotels&resortsonbehalfofinvestorsforoptimumprofitwhileincreasingpropertyandbrandvalue.Keypeopleareessentialtoactualizethismission.OurmainfocusinHumanResources,therefore,mustbeoneofattracting,training,educating,developing,andkeepingkeypeople.Onceidentified,wecenterourattentiononourkeypeopleby:•Givingthemgreatjobs•Givingthemlearningopportunities•Rewardingthemappropriately•Givingthemperspectivesforthefuture•Givingthemtheopportunitytomakeanimpact…andwekeepthementhusedby:•Givingthemvisibility•Givingthemregularstep-upmeetings•Givingthemresponsibilitiesbroaderthantheirimmediateoperationalones•Re-recruitingthoseweareindangeroflosingKempinskistandsforqualityineveryaspectofmanagingitsoperations,includinghumanresources.Ouremployeesworldwidearestrategictoourhumanresourcesqualitymission.Everysingleoneofouremployeesis“hand-picked”asmuchfortheirpersonalityanddispositionasfortheirbackground,experience,andqualifications.Weplaceagreatdealofemphasisonqualityrecruitmentfocusedonhiringforabilitytolearnfast,workhard,getonwithpeople,andgetthingsdone.Webelieveintheuniquenessofeachemployee.Weencourageindividualityandentrepreneurialspirit.Weapplaudspontaneousandanimatedenthusiasm.Equippedwiththesequalities,eachemployeesetsoutonamissiontoendearourguestswithKempinskiMoments.Ourguidingprincipleinhumanresourcesmanagementistobringoutthebestineachemployee.Wedothisbyqualitycoaching,counseling,andmentoring,andprovidingqualitytraining,education,anddevelopment.Wearecommittedtotakehumanrelationsonestepfurther,andtransformitintothefineartof“creating”greatemployees.STANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:7of180APPROVED:CEO__________________1.2OBJECTIVES•ToprovideproceduralguidelinesthatcanbeappliedinastandardmannerinourHRoperations•Toassistourhotelsinsettingupeffectiveandworld-classHRpractices•Toprovideasetofwrittenguidelinesforhumanresourcedecisionstherebysavingmanagementtime•Tosetaframeworkforconsistencyandobjectivity•Toinvokeacreativeapproachtothehumanresourcesfunction•Toenhancetheprofessionalismofthehumanresourcesfunctionwithinourhotels•Topromotethecompanyhumanresourcesphilosophy1.3USERGUIDELINEThismanualhasbeendesignedforKempinskiHotels&ResortsforusebymembersoftheHumanResourcesTeamineachofourhotels.IthasbeenwritteninasimplestyleandshouldberegardedasacollectivejobdescriptionforHumanResourcesDepartments.Itexplainsthecompany'sapproachtoeachfacetofhumanresourcesmanagement,setspoliciesincertainareasandmakesrecommendationsinothers.ItisalsodesignedtofamiliarizeallDepartmentHeadswiththeactivitiesoftheHumanResourcesDepartmentsandhowtheyaffectalldepartmentswithinthehotels.STANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:8of180APPROVED:CEO__________________1.4THEROLEOFTHEHUMANRESOURCESDEPARTMENTTHESOLEPURPOSEOFTHEHUMANRESOURCESDEPARTMENTISTOATTRACTGREATPEOPLE,TOHIREGREATPEOPLE,ANDTORETAINGREATPEOPLE.ALLOTHERACTIVITESANDROLESMUSTSERVETHISPURPOSE:•Tocontinuouslymonitorthehotel’scompensationandbenefitsschemeinordertoremaincompetitiveatalocal,regional,andinternationallevel.•Toensureconsistentlyhighstandardsofemployeeworkingconditionsandfacilities.•TooverseetherecruitmentfunctionwithinthehoteltoensureGreatHires.•Toensurethatalllocalandgovernmentlegislationrelatingtohumanresourcesisadheredto.•Todesignemployeein-houserulesandregulationsinsuchawaythattheseareseenaslogicalandacceptabletointelligentadults(i.e.employees.•Tomaintainasuitableclimateoflaborrelations,conducivetoachievingoperatinggoals.•Toensurethatan“open”andcreativeemployeecommunicationssystemexistswithinthehotel.•Tobeintunewiththe“pulse”ofthehotelsothathighemployeemorale,opencommunicationflow,andcreativeenergylevelsaremaintainedatalltimes.•Toensurethatthehotelprojectsanexcellent"Employee/EmployerImage"withintheindustryaswellasthelocalcommunity.•Toactasoperationsanalystwithaviewtomaintainingmaximumemployeeproductivitylevels.•Toactascoachandcounselortoline-managementandemployeeswhentheneedarises.STANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:9of180APPROVED:CEO__________________1.5OFFICECONFIGURATIONANDEQUIPMENTTheHumanResourcesOfficeshouldreflectprofessionalismandvibrantenergy.SuggestedOffice(sConfiguration•Areceptionareawithacoffeetableandcomfortablechairs.ThereshouldbecopiesofvariousKempinskimagazines,brochures,staffnewsletter,etc.onthecoffeetable.Thewallsshouldhaveattractiveandtastefulpaintings/posters.Watercooleranddisposablecupsarerecommended.•MainofficeareawithworkingstationsforHRstaff.Thereshouldbealargewritingdeskwithacoupleofchairsforemployeestocompleteforms,etc.andforapplicantstofillinapplicationforms.Apartfromtastefulpaintings/posters,itisalsorecommendedtodisplaythehotel’sorganizationchartonthewall.Plantsandflowerswouldaddwarmthandwelcomingatmosphere.•HumanResourcesManager’soffice.Thisshouldbeaprivateofficetoenableconfidentialmeetings,privatecounselingsessions,etc.OfficeEquipmentTheHumanResourcesofficesshouldbeequippedwithstate-of-the-artdesktopPCswithsufficientharddiskmemorytostorepersonnelinformation,ensurefastretrievalofinformationandminimizestoragespace.HardwareandsoftwareshouldbepurchasedafterobtainingpriorapprovalfromtheITManagertoensurethattheequipmentisfullycompatiblewiththehotelnetworkandCorporateITspecifications.Printersshouldbefullycompatiblewiththesoftwareused,shouldprovideletterquality,andshouldbecapableofsheetandenvelopefeedwithalownoiselevel.Thereshouldbeadequatefilingcabinets,cupboardspaceandshelving,takingintoconsiderationthat,wherelocallegislationdictates,hardcopiesofpersonnelfiles&recordswillhavetobekeptinarchivespace.STANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:10of180APPROVED:CEO__________________1.6MODUSOPERANDI•ServiceCenter-HumanResourcesOfficeshouldbeperceivedasaservicecenter,i.e.membersoftheHRTeamaretheretoservetheemployeesinacourteous,friendly,efficientandhelpfulmannersothattheemployeesinturncanservetheguestsinexactlythesamemanner.•MorningBriefings-TheHumanResourcesManagershouldholddailymorningbriefingswiththeHRTeamtoexchangeinformationandtoplantheday'sactivities.•OfficeCoverage-TheHROfficeshouldbemannedatalltimesduringregularofficehours,withamemberoftheHRTeamalwayspresenttohandleinquiries.•MeetingsandAppointments-AllmembersoftheHumanResourcesTeamshouldarrivepromptlyforallscheduledmeetingsandappointments.Tardinessandkeepingpeoplewaitingconveyanunprofessionalimage.•InterviewTimetable-Whenplanninginterviews,sufficienttimeshouldbeallowedbetweeninterviewstocompletethe"InterviewEvaluationForm"plusalittleextraforthoseinterviewsthatmayrunlongerthanexpected.•Correspondence-Allletters,faxes,ande-mailsmustberepliedtopromptly.Thisisasurewayofestablishingaprofessionalreputation.STANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:11of180APPROVED:CEO__________________1.7HUMANRESOURCESREPORTINGHumanResourcesManagersaretoprepareamonthlyreporttobesubmittedtotheGeneralManagerandcirculatedtotheExecutiveCommitteeMembers.Thereportshouldsummarizethefollowinginformation:•Grievance,andPerformance&ConductImprovementInformation(providesummaryofemployeegrievances,andcommentonsignificantperformance&conductimprovementcounselinginterviews•LaborTurnoverStatistics(providebreakdownbydepartment,comparingtopreviousyear•AccidentStatistics(providebreakdownofworkaccidentsbydepartmentandtypeofaccident•EmployeeRecreationalActivities(commentontypesofactivitiesandeventsheld,andlevelofparticipation•Sickness/AbsenceStatistics(daysandcosts;includinglong-termsickemployees•StatisticalAnalysis(e.g.revenueandprofitperemployee,absence,payrollcosteachdepartment,turnover;samplefileswillbeprovidedsoon•ExitInterviewAnalysis(pointoutrecurrentpatternsofemployees’reasonsforleaving•Starters,Leavers,TransfersandPromotions(listnewstartersbyname,position,andsourceofrecruitment;listleaverswithreasonforleaving,andforthcomingresignations–ifknown;listinternalpromotionsandtransfersbyname,positionanddepartmentSTANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:12of180APPROVED:CEO__________________•RecruitmentCosts(breakdownofcostsincludingadverts,travelingexpenses,headhunterfees,andYTDcostperhire•SummaryofInterviewsConducted(statenumbers,position,outcome,source–ifapplicableSTANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:13of180APPROVED:CEO__________________1.8PERSONNELFILESANDCONTENTSSettingupproperpersonnelfilesisessentialnotonlybecauseofprivacyandotherlegalconsiderationsconnectedtothoroughrecordkeeping,butalsobecauseitisanefficientmanagementpracticetomaintainorderlybusinessrecords.Considerthefollowingwhenestablishingpersonnelfiles:•Useheavy-dutylegal-sizedfileswithexpandablespinetoaccommodategrowthofpersonnelrecords.•Placefilesinindividuallymarkedfolderssothatwhenthefileisremoveditiseasiertolocateitsreplacementorderinthedrawer.•Thenameoftheemployeeshouldbeonboththefileandthefolder.•Arrangethefilesinalphabeticalorderofemployees’lastnameswithfull-timeemployeetabsontheleftedgeoffolders,andpart-timeemployeetabsontheright.•Usetheinsideleftfolderflapforsuchin-processingandbenefitsdocumentsas:-Applicationformand/orresume-Pre-employmenttests(includinginterview,physicalexam,andreferencecheck-Letterofemployment-NewEmployeeOrientationChecklistform-Incometaxforms-Insuranceenrollmentforms-EmployeeInformationLogform•Thesedocumentsrepresenttheitemsmostoftenreferredtoonaroutinebasis.Usingtheleftflapmakesthemeasytofindandrarelysubjecttoreorderingorlengthysearch.WiththeEmployeeInformationLogformontop,ongoingsummaryinformationcanbeloggedononeformrepresentingseveraltypesofpersonneltransactionssuchasleaves,payandbenefitchanges,changesinjobclassification,trainingreceived,andperformanceevaluationreports.STANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:14of180APPROVED:CEO__________________•Usetheinsiderightfolderflapforthoseforms,records,andlettersthatserveassupportingdocumentationofdataenteredontheEmployeeInformationLog.Thesesupportingdocumentsshouldbeplacedintherightflapasvarioussituationsariseduringthecourseofemployment,andtheyconsistofsuchitemsas:-Leaverequestformsornotices-Medicalnoticesandrecords-Performanceevaluationformsandreports-Paychangenotices-Jobclassificationchangenotices-Jobinjuryreports-Disciplinarynotices-Workand/orresidentpermit(ifnecessary•Placethesedocumentsinchronologicalorderwiththemostcurrentdocumentontop.•Storeofficialpersonnelfilesinalockingfilecabinet.•Treatvirtuallyallemploymentrecordsasconfidentialdocumentsofthebusinessandhandleaccordingly.•Donotallowanyonetodroppaperworkintoanemployee’spersonnelfileunlessithasbeenreviewedandapprovedforplacementinthefilebysomeonefamiliarwiththeimplicationsofpersonnelfilecontents.•Inconsiderationoftheconfidentialityandprivacyofpersonnelfilerecords,restrictaccesstothefollowing:-HumanResourcesManagerorofficialcustodianofpersonnelrecords-Individualemployees-Onlythosesupervisorsandmanagersintheorganizationwhohavealegitimateneedandrighttoknow-Outsiderspossessinglegalauthorityforaccesstoparticularpersonnelfileinformation,suchasbywrittenapprovaloftheemployeeorcourtorderSTANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:15of180APPROVED:CEO__________________RECORDS•Reviewlocallawstodeterminetheneedtoestablish,file,and/orreportvariousemploymentrecords.•Placefilecabinetsinaprivatelocationbutwheretheirusecanbeobserved.•Ensurethatfilecabinetsarefireproofandequippedwithlockstowhichonlydesignatedstaffhavekeys.•Designateamanagement-levelpersonofficiallyasthe“employmentrecordscustodian”.•Designatestaffwhoaretopreparehiring,employment,andpersonnelfiledocumentsas“confidential”employees.•Acquirefilefolders,fasteners,andtabstosetuppersonnelrecords,employmentforms,andjobdescriptionfiles.•Gatherandplaceemploymentformsinfilefolders.•Prepareapolicyonthehandling,access,use,anddisclosureofhiring,employment,andpersonnelfiledocuments.•Setupfilefoldersforthestorageofcompletedapplicationforms,submittedresumes,andjobinterestandtransferrequestforms.STANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:16of180APPROVED:CEO__________________•Keepaseparatefileonallcompletedapplicationsandtestmaterialsforeachjobsubjectedtoahiringprocess.•CompletetheEmployeeInformationLogform,orrecordbasicpersonal,job,andpayrollinformationaboutthenewemployeeandplaceitintheemployee’spersonnelfile.•Completetheappropriateformsandrecordstoaddthenewemployeetopayroll,benefitplans,workers’compensation,andunemploymentinsurancepolicies(whereapplicable.•Completeandplaceintheemployee’spersonnelfile:-Application/resumeandqualificationsdocuments-Testingrecords-Backgroundandmedicalexaminationreportsandinformation(storeinsecondaryfileifpermittedbylaw-Employee’sacknowledgmentformsverifyingreceiptofcompanypropertyandemploymenthandbook-Noticesfromthecompany’sinsurancecarriersapplicabletotheemployee-OrientationChecklistform-Jobdescription-Employmentconfirmationletters•Prepareamasterlistofwhathiring,employment,andpersonnelrecordsneedtoberetainedfordesignatedperiodsoftimeandusethisasaguidetoyourhotel’srecordsretentionpractices.STANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:17of180APPROVED:CEO__________________1.9EMPLOYEEPRIVACYKempinskiHotels&Resortsrecognizeouremployees’rightstoprivacy.Inachievingthisgoal,weadoptthesebasicprinciples:•Thecollectionofemployeedatawillbelimitedtothatwhichisjob-relatedinformationpertinenttoemployment.•Theconfidentialityofallpersonalinformationinourrecordswillbeprotected.•Internalaccesstoemployeerecordswillbelimitedtothoseemployeeshavinganauthorized,job-relatedneed-to-know.•Personalinformationwillnotbereleasedtooutsidesourceswithouttheemployee’sconsent,withtheexceptionofthefollowinginformation:-Verificationofdatesofemployment,positionsheld,andsalarywhenrequestedbytheemployee’sprospectiveemployer.-Personalinformationwhichthehotelislegallyrequiredtorevealbycourtorder.•PersonnelfileswillnotbeallowedtoleavetheHumanResourcesOffice.(Toaccommodateinternalaccessbythosewhohavetherighttotheserecordsandfiles,youshouldhaveavailableadeskortablewherethoseindividualscanreviewthismaterialwithineyeshotofthepersonresponsibleformonitoringthosewhoareallowedaccess.•AllHRemployeesinvolvedinrecordkeepingwillberequiredtoadheretothesepractices.STANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:18of180APPROVED:CEO__________________1.10CONTACTSTOESTABLISHItisimportantthatHumanResourcesManagersbecomeintegratedmembersofboththebusinessandsocialcommunity.Theseconnectionsprovideinvaluablesourcesofinformationandsupport.Belowisalistofrecommendedcontactstoestablish:•HotelIndustrySpecialists:-HumanResourcesManagersshouldmeetandestablishon-goingrelationshipswithacross-sectionofindividualsinthehotelindustrytokeepabreastoflatestdevelopments.Consistentcontactwithotherhotels’humanresourcesmanagersisofvitalimportanceinallowingthediscussionofmattersofcommoninterestandexchangeofinformationonrecruitment,laborrelations,compensation&benefits,currenttrendsandpractices,etc.•HumanResourcesSpecialistsOutsidetheIndustry:-Humanresourcesisagenericfield,andhenceweshouldnotlimitourcontactstohumanresourcesmanagersinthehotelindustryonly.Usuallyexcitingdevelopmentsandinnovationsinthefieldofhumanresourcesariseoutsidethehospitalityindustry.Therefore,benchmarkingoutsidetheindustryisessentialifwewishtoretainafreshandfuturisticoutlook.•HotelSchoolsandEducationalInstitutes:-Contactsinthesefieldsservenotonlyassourcesofrecruitment,butalsoaspartnersinthetrainingandeducationofouremployees.•EmployerGroupsandProfessionalAssociations:-Inmostlocations,itiscommontofindgroupsofemployerscreatingformalandinformalassociationstodiscussmutualtopicsandchallenges.Thesegroupswilloftenprovidereferencematerial,supportservices,trainingfacilitiesandup-to-dateinformationondevelopmentswithintheindustry/city/country.•GovernmentOrganizations:-Itmakesgoodbusinesssensetoestablishcontactswithvariousgovernmentagenciesinordertofacilitatelabor-relatedissues.Theseorganizationsarealsogoodsourcesoflegislativeinformationandinexpensiveservices.STANDARDOPERATINGPROCEDURESECTION:IntroductionEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:19of180APPROVED:CEO__________________•PrivateInsuranceCompanies:-Thesecompaniesaresourcesofcurrentinformationontrendsinemploymentbenefitsand,inparticular,on:-Retirementplans-Lifeinsurance-Medicalinsurance-Workers’compensation•DoctorsandHospitals:-Thehealthandfitnessofemployeesisakeypriority.Themedicalprovisionsincitieswearelocatedshouldbefullyinvestigatedandcontactsestablished.•Lawyers:-Incountrieswherethereisextensivelaborlegislation,itisadvisabletoseekprofessionalguidancefromlawyersonallemploymentdocumentsandpractices.•Media:-Mediacontactsareimportanttopromotevarioushumanresourcesinitiativesaswellasforrecruitmentpurposes.STANDARDOPERATINGPROCEDURESECTION:EmployeesEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:20of180APPROVED:CEO__________________2EMPLOYEES2.1EMPLOYEEFACILITIESTheemployeeentranceisnormallytheonlyaccesstoexit/enterthehotelpremisesforemployees,i.e.thisarearepresentstoemployeeswhatthemainentranceinthehotellobbyrepresentstoguests.Assuchitneedstobegivendueimportanceinitsdesignandupkeep:•Rememberthattheemployeeentrancesetsthe“mood”fortheworkingdayofeachemployee.•Createanatmosphereof“warmth”andcheerfulnessinthedesignandlayoutofthephysicalsurroundings.•Ensurethattheareaiskeptimmaculatelycleanandtidy.•Ensuresufficientlightingofasoftnature(neitherharshlybrightnorgloomilydim.•Ensurethatthewallsarepaintedintastefulpastelcolors,withattractiveandthoughtfullyselectedposters/paintingsliningthewalls.•Decoratewithplants.•Formthehabitofpassingbytheemployeeentranceduringpeakarrival/departuretimestogreettheemployeesastheyarrive/leavethehotel.•Remember:Ifwewantemployeestodeliverqualityservicetoguests,theyhavetopersonallyexperiencequality.Thisexperiencestartsliterallyatthedoor,i.e.theemployeeentrance.STANDARDOPERATINGPROCEDURESECTION:EmployeesEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:21of180APPROVED:CEO__________________Neverunderestimatetheeffectonemployeemoraleoftastyfoodsharedwithpleasantcompanyinserenesurroundings!KempinskiHotels&ResortsplaceagreatdealofimportanceonfoodqualityandsuccessfulrestaurantconceptsintheirFood&Beverageoperations.Thisapproachdoesnot,andshouldnot,stopatthehotels’F&Boutlets,butencompassesouremployeerestaurants.IfwewantouremployeestobuyintoourF&Bphilosophy,thentheyshouldhavea“taste”ofit-startingrightattheemployeerestaurant.Thestandardsachievedandamenitiesprovidedintheemployeerestaurantshouldequalorsurpassthoseofcompetitorsintermsofdecor,display,menu,foodquality,hygiene,furnishings,entertainment,comfortandadequacyofseating.Thepurposeistoachievequalityandconsistencyinthestandardandoperationoftheemployeerestaurant.ThiswillhelpmaintainhighemployeemoraleandpromotetheluxuryimageofKempinski.AdministrationandControl•Theemployeerestaurantisadequatelymannedtomaintainasmoothoperation,highstandardsofcleanlinessandhygiene,andtocontrolcosts.•EmployeerestaurantcooksreportdirectlytotheExecutiveChefordesignee.•Theemployeerestaurantreliesonitemsfromvariouskitchensbyaseparateteamoffoodproductioncooks.AdditionalresourcesaredrawnfromtheStewardingandKitchendepartmentswhennecessary.•Anemployeerestaurantcommittee,undertheguidanceoftheHumanResourcesManager,isformed.Itcomprisesofrepresentativesfromvariousdepartments.Thecommitteemeetsonaregularbasistoreviewthemenuandoperatingstandards,andtomakerecommendationsforimprovements.STANDARDOPERATINGPROCEDURESECTION:EmployeesEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:22of180APPROVED:CEO__________________SpecialTouches•Attractivesignagedisplayingnameofrestaurant•Menusdisplayedonablackboard•Plants•Softbackgroundmusic•Wall-mountedTV•Wall-clock•Variedandnutritiousmenuscoveringtheethniccuisineofacrosssectionofemployees•Considerationofthedietaryrequirementsofemployeesandtheirculturalandreligiousbackgrounds•Reviewofmenusonaregularbasistocoincidewithseasonalfooditems•Foodtastingswhennewmenusareintroducedinthehotel’sF&Boutlets•Softdrinksfromdispensers•Stainlesssteelcutlery,suitableglassware,andtastefulchinaware•Condimentsets•Papernapkinsfromdispensers•SpecialdecorandmenuonfestivedaysSTANDARDOPERATINGPROCEDURESECTION:EmployeesEFFECTIVE:January1,2004REPLACES:January1,2000PAGE:23of180APPROVED:CEO__________________Allhotelswillprovidefortheiruniformedpersonnelcleanandwell-maintainedchangingroomswithadequatemaleandfemalelockerspace.Ideally,eachemployeewillbeprovidedwithafull-lengthpersonallockerinwhichchangeofclothingandpersonalbelongingsmaybeplaced.Employeelockerswillbelocatedinsidethechangingroomsandsecuredwithabuilt-inlock.Eachemployeewillbeissuedwithalockerkey,tobereturnedonterminationofemployment.Employeechangingroomswillbespaciousandwillhaveadequate:•lightingandventilation•sinkswithhotandcoldrunningwater•soapdispensers•disposabletowels•hand/hairdryers•showers/showercurtains/designatedstafftowels•hampersforusedtowels•toiletfacilities•toile