雅高酒店集团HSKP筹备管理手册

TakeOver&RebrandingManualforGeneralManagersACCORHotelsTAKEOVER&REBRANDINGMANUALHouseKeepingACCORHOTELSApril,2023INTRODUCTIONThismanualisintendedasareminderandchecklistforthemanytasksandactionsrequiredtosuccessfullytakeoverandrebrandanalreadyoperatinghoteltoanACCORbrandedproperty.Howeverduetotheverynatureofhoteltakeovers,inthateachpropertyisuniqueintermsofage,condition,facilities,marketpositioning,location,etc,thisshouldnotbeconstruedasacompleteandentiremanualofthetaskstobedone.Thisshouldberegardedasaverybroadandgeneralguidelinethatshouldbeadaptedtoeachsituation.Intheformulationofthetakeovertaskandconsequentactionplan,thelongandshorttermobjectivesoftheOwnersandAccorandtheshouldbeclearlyestablishedinordertoensurethefinalproductmeetstheexpectationsofbothparties.Itiscriticalthatthrougharebrandingprocesstheproperty’simageandprofileshouldbeenhancedandthatwiththeprovisionofAccor’smanagementandmarketingexpertise,tangiblevaluewillbeaddedasaresult.Aspreviouslymentionedandshouldbestronglyemphasised,eachHotelisuniqueandtheinformationwithinthismanualshouldbeadaptedsoastomeetthespecificrequirementsoftheprojectandlocation.Itshouldbeseenasabasefromwhichtobeginandageneralguideline,notasadefinitiveplantoalltakeoverandrebrandingprojects.BRIEFINGofDIVISIONHEADS1.1 Projectingeneral1.1.1 GeneralDiscussiononOwningCompanyandmanagementAgreement.1.1.2 DiscussionofanyHotelorLocationidiosyncrasies1.1.3 Progressonanyrefurbishmentsandpossiblerelaunchingdates.1.1.4 ProgressreportsfromTaskForcemembers.11.5 FeasibilityStudyandDepartmentalreviewandproposedindividualactionplan.Plansonanyrefurbishments.ReviewpowerofattorneyforbanksignaturesReviewowningcompanyHotelagreementasitpertainstoCo-Owners.OwningCompany’sorganizationchart.InternalOwnerrelations.Name,AddressandTelephone#sofBoardMembers.EquitypositionofOwners.CapitalexpenseBudgetandapprovalprocedures.Anyspecialagreementsand/orunderstandingwiththeOwningCompany.BoardMeetingtimetable.ReviewoflastBoardMeetingminutes.GoalsandIncentivePlan.RecommendationsfortheHotelLawyerandAuditor.AdministrativecalendarfortheHotel.2.0 TAKEOVER&REBRANDINGTASKASSIGNMENTCHECKLISTThepurposeofthischecklististoassigneachdepartmentallnecessarytaskstoensurethesuccessfulpreparationfortheopeningofthehotelandthatarecompletedontime.TheExecutiveforeachDepartmentshouldbethepersonresponsiblefortheappropriatechecklistandtheformulationofthecriticalpath.Thefollowingchecklistsaretobeconsideredasaguidelinefortheformulationofthecriticalpathandamoredetailedchecklistshouldbedevelopedforeachdepartmentconcerned.HousekeepingAssessexecutivehousekeeperReviewpayrollReviewpolicies&proceduresReviewtrainingprogramReviewconditionofallFF&ELinenaudit&orderingreplacementAccorstandardAccorspecificationsguestroomamenitiesOrderingguestroomamenitiesReviewallcleaningequipmentSpecificationcleaningchemicalsReviewallmaidcartsquantity&conditionBlanketsspec&quantityPillowsspec&quantityReviewcarpetcleaningcontractReviewcleaningschedulesReviewjobdescriptionReviewoganisationchartReviewuniformsquantity&conditionUniformsorderingReviewuniformspolicyReviewpestcontrolcontractReviewvaletpricesReviewgueststoragepoliciesReviewpolicyoffruitbasketReviewpolicyforflowersReviewprocedures–minibarReviewallformsReviewroomsetupReviewsuitessetupReviewparstocksIdentifyareasrequiringconcentratedcleaning ActionbyStartingdateCompletiondate ReviewPAcleaningschedulesReviewdutyrosterReviewemergencyproceduresReviewlaundryvolumeReviewlaundrybudgetReviewvaletpricesRelaunching&rebrandingactionplanReviewOperationalmanualReviewhouseplantmaintenancecontractReviewoutsidewindowcleaningprocedureReviewlostandfoundpoliciesReviewlistofallguestsupplies,applyAccorstandardsReviewparstockforflowpartiesReviewguestroomlayoutRebrandingbudgetreviewReviewlayoutoffloorpantryReviewkeyspolicyrequirementsperareaCheckbedconfigurationchartCheckroomtypeschartReviewcleaningstandardReviewservicestandardCostingguestsuppliesReviewguestfloorpantrysetupReviewmini-barsetupReviewmaidcartsetupLaundryassesslaundrymanagerreviewlaundryjobdescriptionsreviewoperatingproceduresrevieworganizationchartreviewmanningguidereviewtrainingprogramreviewtrainingschedulereviewallequipmentreviewallFF&Ereviewlistofguestsuppliesreviewlistofformschecklicenseforlaundryrebrandingactionplanrelaunchingdatecheckequipmentwarrantyrecordifapplicablereviewmaintenanceprogramreviewproceduresvaletshopreviewjobdescriptionsreviewlaundrypricescheckquality&stockofchemicals&listsreviewsafetyprogramhotelsurveyofhotelchargesreviewuniformsstockreviewcleaningschedulesurveywastedisposalchecksteam&electricitysupplyreviewlaborlawreviewallkitchen&bakeryequipment&utensilsreviewallcleaningequipmentcheckquality,stockandsupplyofcleaningchemicalscheckmusicalinstrumentscheckprintingmaterialcheckcanneddryfoodcheckbeveragescheckfooditemsfreshreviewpoolfunctionslinen Actionby Startingdate CompletiondateauditonconditionofallmattressesauditonconditionofallTV’s&associatedequipmentauditTVreceptionreviewsatellite/cableTVprovidercontractMinibars3.0TakeoverandRebrandingThissegmentofthecriticalpathdealswiththerebrandingplan.Itconsistsoflistingallthephysicalareasrequiringcloseattentionthatcanbemonitoredonatwice-weeklybasis,ontheprogressreport.AllitemsmentionedonthissectionshouldbesimilartotheonementionedintheprogressreportExample:ExecutiveofficeAccountingofficeGeneralstoreStewardstoreStaffcanteenGuestrooms16/FAllthementionedareasshouldstatethestartingdateofthemonitoringofthestatusoftherebrandingandtheprojectedcompletion.4.0 FormulateCriticalPathTheDataformulatedintheTasksAssignmentCheckLististobeusedasthebasefortheformulationofthe“CriticalPath”report.ThefirstthingtoestablishistheRelaunchingdateoftheHotel.Secondly,thedatafromthetasksassignmentchecklististransferredintothecriticalpathwithreferencetotherebrandingofeachareaandultimatelytherelaunchingdate.FormulateaGridsheetwhichcontainsallthecriticalpathwithasectionforeachdepartmentusingthelegendsof:StartingDateProgressDelayCompletionDateLateCompletionRelaunchingDateAlltasksshouldbemonitoredandupdatedtwiceweeklywithareviewmeetingforallconcerned.WhilstthismayseematediousandtimeconsumingexerciseitwillensurethateachareaoftheHotelisfullyreadytobeOperationalontheRelaunchingDate.Note:TheCriticalPathshouldbeformulatedinaDataBaseSoftwareformataspertheexampleattachedtoallowtheefficient,AnyDateOrder,orPersonResponsible,Sorting.ListofrebrandingreportsandmeetingstobeformulatedTwiceweeklycriticalpathmeetingminutesoperationalmeetingweeklyminutesdesignandprintingweeklyminutesF&BtwiceweeklymeetingsminutesweeklyprogressreportWeeklyminutesofrelaunchingceremonymeetingWeeklyminutesofsalesdepartmentMonthlysalesreporttocorporateofficeWeeklyforecastmeetingWeeklyminutesofpurchasingdepartmentWeeklyminutesofaccountingdepartmentMonthlycontroller’sreporttocorporateofficeMonthlyreportstocorporateofficeshouldincludethefollowingtopicsOverviewofprogressofrebrandingF&BreportFinancialEngineeringSalesRoomsdepartmentP.R.MonthlydesignmeetingwithdesignerPostrelaunchingweeklyprojectmeeting6.0MonthlyprogressreportThemonthlyprogressreportshouldbeformulatedbythehotelGM/TakeOverTaskForceManager/Engineeringteam/DOSMItshouldcontainprogressonrebrandingplusrecruitmentprogressofkeystaff,Ownerrelatedissues,marketingactivity,financialstatus.PoliciesandProceduresRoomsDivision(asperACCOROperationsmanuals) SOP LSOPVIPPolicyGuestprivacyLogbookMaintenancerequestsGuestillnessPets&animalsGuests’complaintsUniformStaffgeneralgrooming&behaviorPagersDailybriefingStaffperformanceappraisalInterviewandrecruitmentWorkscheduleStockrequisitionEntranceandlobbysecurityParkingzonesecurityStaffentrancecontrolVideosecurity PatrolSecuritysupervisorDivisionalaccountingproceduresReservationssectionReservationsfilingGeographiccodeMarketsegmentcodeReservationsforecastsReservationoperationTelecomoperation- Telephoneanswering Wake-upcallsGuestphoneinquiriesEmergencyguestassistancePagersystemStaffphonecallsTelecomrevenuecontrolIncomingfacsimilesBookingandchargingFrontofficereceptionGuestcheck-inGroupcheck-inGuestroomchange/moveGuestcheckoutFrontofficecashierinquiriesandmessagesguestrelationsofficer/asst.managersVIParrivalandcheck-inConciergeConciergecheck-indutiesConciergecheck-outdutiesGroupluggagehandlingConciergeroomchangedutiesCommunicationboardDoormanandporterGuestluggagestorageHotelvehiclemaintenanceHotelvehicleoperationShiftstartLostandfoundGuestcomplaintshandlingWalkthroughDailyroominspectionVIPguestsGrouparrivalsFoliocheckingandskipperhandlingGeneralmaintenanceandrepairGuests’itemstorageGuestroomdouble–lockingSafetydepositboxbreakingClinic&medicalserviceAccident/incidenthandlingGuestpropertyloss/damage/handlingGuestroommissingarticleallegationDisturbance&disputeFirealarm&reportHousekeeping/staffcommunicationHousekeeping/guestcommunicationMasterkeyTrolleyset-upGuestroomgeneralcleaningsequenceBedmakingBathroomcleaningBedroomcleaningTurn-downserviceDonotdisturbdisplayGuestcomplaints&requestsExecutive&publicareacleaningLinencontrolRoominspectionBathroominspectionBabysittingLostandfoundGuestlaundrypresentationLaundryordertakingLaundryvaletserviceGuestlaundrychecksequenceDry-cleaningsequenceGuestgarmentfinishingqualitycontrolSortingfunctionsequenceSortingcategorizationLinenprocessingWashroomfunctionsequenceDrying–areafunctionsequenceFlatworkfunctionsequenceUniformlaunderingprocessLaundrydailyoperationUnsanitarylaundrypickupLinenmanagementDamagedlaundryLaundryrecordLinenchuteFiresafetypolicySmokedetectornetworkSprinklernetworkHosecabinetpreventivemaintenanceManualcallpointFireextinguisherpreventivemaintenanceFirecontrolpanelFirepumpsFirepumpspreventivemaintenanceFirestairsevacuationsystemAlarm-activateddevicesFiredetectionEvacuationprocedureSecurityevacuationHumanresourcesevacuationFinanceevacuationSales&marketingevacuationPublicrelationsevacuationRoomsdivisionevacuationKitchenevacuationFood&beverageoutletevacuationRoomdiscountpolicyRoomsadvancedepositRoomsdoublelockRoomsfoundvacantSparekeycardrequestChangeofguestroomlockDamagetohotelpropertybyguestValuablesleftunattendedinguestroomComplimentaryroomHouseuseaccommodationHouseuselimousineMissingamenitiesinguestroomNightvisits7.0 EmployeeStandardsThepurposeforspecifyingstandardsforeachdepartmentwithintheHotelisnecessarysothatEmployeesknowwhatisexpectedandaccomplishedbythestandard.TheresponsibilityoftheGeneralManageristoidentifywho,intheorganization,willbeheldaccountablefortheimplementationandadherencetothePolicies.7.1 ManningGuideOnceperformancestandardshavebeenestablishedforallpositionswithintheHotelandallJobDescriptionshavebeenformulatedthenumberofpositionsrequiredforeachspecificareaoftheHotelcanbedrafted.EachpositionshouldbeestablishedinrelationtothesizeandoperationalrequirementsoftheareaandfinallyreviewedinconjunctionwiththeBudget.7.2 RecruitmentScheduleFollowingthecompletionandapprovaloftheManningGuidecomparisoncanthenbemadetotheactualsituationinthehotelandthefollowingactioncanbetaken:-Establishstaffinglevels–organisationchartNumberofemployeesperpositionIncreaseorreductionofexistingstafflevelsasrequiredinaccordancewithlocallabourlawsCommencementofrelativetrainingprogramsAnyspecialorextraordinarycircumstancesTherecruitmentscheduleofanypersonnel,especiallySeniorManagementpositions,shouldbeaspertherebrandingschedulehoweverfortakeoversituations,itislikelytoberequiredASAPinordertocarryouttherebrandingrequirementswithinthesettimeframe.PerformanceStandardsThesystemisbasedontheestablishmentofspecificstandardsofperformanceforeachgroupofeachDepartmentwithintheHotel.NonProductionGroups:ThesepositionsdonotvarywiththevolumeofBusinesshadbytheHotel,suchpositionsasDepartmentHeads,Assistants,otherSupervisoryandClericalpositions. ProductionRelatedGroups: ThisGroupwillbedeterminedbyestablishedperformancestandardsandassuchreflecttheprojectedvolumeofbusiness,positionssuchasFloorSupervisors,Receptionists,Telephoneoperators DirectProductionGroups:ThisGroupdefinespositionswhichcandirectlyfluctuateinaccordancewiththeHighsandLowsoftheBusinessvolumeandmayincludeseasonalrecruitment.ThePerformancestandardsforeachoftheseGroupsaremeasuredasfollows:NonProductionGroups:ThestandardforthisgroupistheresultofapolicydecisionestablishedfortheHotelbasedonitssize,locationandidiosyncrasies.SincethePositionfunctionsofthisgrouparenotcontrolledbyestablishedworkstandardsitisimportantthateachpositionbeevaluatedandreviewedonanannualbasistodetermineitsactualrequirementandcontributiontotheprofitabilityoftheHotel.Positionsinthisgroupare:GeneralManagerResidentManagerExecutiveAssistantManagerFinancialControllerE.D.P.ManagerHumanResourcesManagerEtc…ToevaluatetherequirementofthesepositionseachrequiresadetailedJobDescriptiontobepreparedincluding:JobTitleDepartmentPurposeandResponsibilityMeansforcarryingouttheresponsibilityQualificationrequiredtofillthepositionOncetheJobDescriptioniscompleteforallpositionswithinthisgrouptheindividualworkcanbeevaluatedtodeterminethecontributiontotheOperationoftheHotel.WhyistheJobdone?Whereisitdone?Bywhom?Andhowlongdoesittake?OnceallJobDescriptionsandanalysishasbeencompletedforthisgrouptheywillbereviewedbythemanagementcommitteetodetermineiftheytrulyreflectthepositionsrequiredbytheHotelforthevolumeofbusinessinthecurrentandcomingyear/s.ProductionRelatedGroups:StandardsofperformanceforthisgrouparebasedonthelevelofOccupancy,NumberofcoversservedandtheVolumeofBeveragesales.DirectProductionGroups:Standardsofperformanceforthisgrouparebasedasfortheproductionrelatedgroup,howeveraremonitoredandmodifiedregularlytosustainthemostcosteffectiveproductionavailable.Onthebasisofestablishedstandardsamanningguideispreparedforeachdepartment,orsub-departmentifnecessary,withintheHotel.Thisguideoutlinesthenumberofnon-production,productionrelatedanddirectproductionemployeerequiredatthevariouslevelsofvolumeofbusinessandwouldincludeanOrganizationChart.InordertoutilizethestandardsestablishedintheManningGuideaforecastforthecomingthreemonthperiodispreparedandupdatedmonthly,usingproductionstandardsapotentialmanpowerrequirementforeachdepartmentandsub-departmentmaybeformulated.Theserequirementscanthenbereviewedanddiscussedandultimatelymodifiedifnecessary.Examplesofproductionstandardswouldbe:RoomAttendants15Rooms8HoursBellmen25MovementsWaiters20Covers2HoursCooks90Covers6HoursDishwashers150Covers4HoursFloorSupervisors40OccupiedRooms8HoursReceptionist100Arrivals8Hours7.4 PermitsandLicensesThisstandardshouldbeadetailedlistandexplanationofallPermitsandLicensesnecessaryfortheoperationofaHotelintheareainwhichitislocated.7.5 EmergencyProceduresThisstandardshouldbeadetailedpresentationoftheEmergencyprocedurestobefollowedintheadventofeitherafire,disasterorsituationrequiringmedicalurgency.Itshouldalsoincludeastatementindicatingeachemployee’sresponsibilitytoread,understandandifrequired,duty,intheparticipationofanemergency.7.6 TelephoneNumbersThisstandardshouldprovidealistofTelephonenumberstobeusedforcontactingManagement,seniorpersonnelandEmergencyServicesintheadventofanEmergency.Itshouldbekeptuptodatereflectinganychangesineitherthepersonnelinvolved,TelephoneNumbersusedorEmergencyServiceOrganizations.7.7 FirstAidManyCountriesarenowrequiringthatHospitalityServicePersonnelbetrainedintheareasofFistAidgiving.ItisrecommendedthateachestablishmentincludesanacceptableFirstAidTrainingcourseandqualificationforselectedEmployees,includingupdatesandrefreshercourses.7.8 SecurityofPropertyThisstandardshoulddetailtherequiredSecurityproceduresinordertoensurethesafekeepingofallHotelpropertyandEquipment,itshouldincluderesponsibility,delegation,informationonsecuritysystemsandlockingdevices.7.9 OccupationalHealthandSafetyThisstandardstatestheEmployer’spositionregardingOccupationalHealthandSafetyandincludesthepertinentprovisionsofHealthLawfortheEmployeesreference.AcopyoftheOccupationalHealthandSafetyActcanbeobtainedformthelocalHealthDepartment.7.10 RecordKeepingForLegalandTaxationpurposes,itisimportantforcertainrecordstoberetainedforaspecifiedperiodoftime.ThisstandardshoulddetailtherecommendationsoftheHotel’saccountantandLawyerconcerningthoserecordswhichshouldberetained,wheretheyaretobestored,thelengthoftimetheyshouldberetainedanddisposalmethods.7.11 PersonnelManagementThisstandardpresentsanintroductiontothePersonnelManagementandshoulddefinewhatManagement’sgeneralresponsibilitiesareconcerningallEmployees.Generalresponsibilitiesmayinclude.Recruitment,Selection,Training,Appraisals,Delegating,GoalSetting,Motivating,ControllingandScheduling,dependingontheorganizationalstructureoftheHotel.7.12 RecruitingEmployeesThisstandardshoulddetailallthepertinentinformationconcerningtheInterviewingofpotentialEmployees.Thiswouldincludewhowillconducttheinterviewsforspecificpositions,whatdetailsshouldbecoveredduringtheInterview,howtheInterviewwillbeevaluatedandhowtheresultswillbeprocessed.7.13 EmploymentApplicationsThisstandardshouldincludeanEmploymentApplicationFormandoncecompleted,itsdistributionforconsiderationbytheDepartmentHeadconcerned.ItshouldalsodetailtheretentionofApplicationsonfileandforhowlongtheyaretoberetainedandthesubsequentrepliestotheApplicant.7.14 EmploymentofRelativesandFriendsInordertoensureinternalcontrolsmanyoperationshaverestrictionsontheemploymentofrelativesandfriendsofpresentEmployees.ThisstandardshoulddetailtheManagement’spositionregardingthissothatallEmployeesareawareofandcomplywiththisprovision.7.15 EmploymentofHandicappedThisstandardshouldreflecttheManagement’spositionontheEmploymentofHandicappedpeopleandincludeanyAntidiscriminationLawsapplicablewithintheregionofoperationwhichmaybeobtainedfromtheLaborLawOffice.7.16 OrientationProceduresOneofthemostvaluableyetmostneglectedpartofEmployeerecruitmentisthesuccessfulorientationofeachEmployee.ThisstandardshoulddetailtheprocedurestobefollowedfortheorientationofeachEmployeeintotheoperation,includingwhoisresponsibleforthecompletionoftheorientation,whatistobecoveredandbywhenitistobecompleted,itshouldalsoincludeadetailedchecklistwhichistobefollowedduringtheorientation.7.17 GeneralHoursofWorkFrequentlythereisargumentorconfusionastowhatconstitutesthenormalandactualhoursworkedbyanEmployee,thisstandardshoulddetailandclarifytheexpectedhoursofworkandwhatisconsiderednormalworkinghoursforeachlevelandpositionwithintheoperation.7.18 AttendanceThisstandardshouldoutlinetheManagement’spositionconcerningEmployeesattendanceand/ortardiness.SincenonattendanceandtardinesswillarisewithalmostallEmployeesatleastoncethestandardshoulddetailtheEmployee’sresponsibilityinreportinghis/herpotentialforabsenceorlatenessandanydisciplinaryactionwhichwillresultinunexcusedabsenceorexcessivetardiness.7.19 SchedulingThisstandardshoulddefinetheHotel’sprocedureforcreatingtheEmployee’sworkingschedulesandtheEmployee’sresponsibilityforreadingandadheringtotheschedule.InadditionthisstandardshouldincludetheprocedurerequiredforanEmployeetochangeapostedschedule.7.20 TimeclockandCardThisstandardshoulddefinetheHotel’sprocedureforrecordingworkhoursandtheuseoftheTimeclockandTimecard.ItshoulddetailwhenanEmployeeisto“Punch-in”andwhetherornotEmployeesareto“Punch-out”formealperiodsand/orcoffeebreaksetc.andtheprocedureforcompletedTimecards.7.21 SalariesandHourlyRatesThisstandardshoulddefinewhichpositionsintheHotelwillbepaidonanhourlyorsalariedbasis.Thisstandardshouldalsoincludeprovisionsofapplicablewageandsalarylegislationincludingminimumwagelaws,withholdingrequirementsandovertimepaypolicies.7.22 PayPeriodsInordertoavoidconfusionamongEmployeesandinordertodefinethepayperiodsandactualpaydayfortheHotel,thisstandardshouldoutlinethestandardpayperiodsforallEmployees,weekly,fortnightlyormonthlyandhowandwhenthepaymentswillbedistributed,itshouldalsoincludetheresponsibilityoftheEmployeeforcheckingthepaymentandtheproceduretobetakenintheeventofalostpaycheque.7.23 EmployeeMealsThisstandardshoulddetailwhichEmployeesareentitledtomealbreaks,whenthesebreaksaretobetakenandthedurationofsuchbreaks.Themealandrestperiodstandardshouldalsoincludesuchfactorsastoacceptableactivitiesduringthesebreakssuchassmokingorleavingthepremises.7.24 HolidaysThisstandardshouldclearlyestablishthepolicyoftheHotelconcerningobservedholidaysandthosewhicharepaidorcompensatedfor.ItshouldalsodefinetheEmployee’sresponsibilityforattendanceonthoseholidayswhicharenotobservedbytheHotel.7.25 VacationsThisstandardshoulddefinewhichEmployeesareeligibleforpaidvacationsandtheamountofentitlement.Itshoulddetailtheschedulingofvacations,whetherornotvacationentitlementisaccumulativeanddetailsofthevarioustypesofentitlementsuchasmaternity,annual,militaryetc.7.26 LeaveofAbsenceThisstandardshoulddefinethegeneralrulesapplicabletoallEmployeesconcerningtimeswhenleaveofabsencemaybenecessary.Itshouldincludetheapplicationprocessandwhoistoauthorizesuchleaveandanydisciplinaryactionsthatwouldbetakenintheeventofunapprovedleaveofabsence.7.27 Worker’sCompensationThisstandardshouldoutlinetheManagement’spositionregardingworker’scompensationandinsurance,suchastheeligibilityofEmployeesforanyinsuranceandLegalobligationsoftheEmployerfortheDepartmentofOccupationalHealthandSafety.7.28 WorkingConditionsThisstandardshouldoutlinetheminimumrequirementsformaintainingacceptableworkingconditionswithintheHotel.Specificsubjectsshouldincludemaintenanceandcleanliness,personnelhygienestandardsandtheprocessforrectifyinganyhazardousconditionsthatmayexistintheoperation.7.29 OtherBenefitsThisstandardshouldstatethoseEmployeeseligibleforspecialbenefitsorentitlementsandtheexactnatureofthesebenefits,suchasMedicalInsurance,AccidentInsurance,LifeInsurance,ProvidentFundandanyotherbenefitsofferedbytheHotel’sManagement.7.30 GeneralRulesofConductThisstandardshouldoutlineindetailtherulesofconductapplicabletoallEmployees’oftheHotel.Theseruleswillcoverco-operationwithGuest,fellowEmployeesandManagementwithregardstotheexecutionofdutiesandshouldalsooutlinethepoliciesonareassuchasDresscodes,Pilferage,Sanitation,Chewing,Smoking,Drinking,Gamblingetc.7.31UniformsandNametagsThisstandardshouldoutlineallprovisionsconcerningtheacquisition,use,cleanlinessandrepairofuniformsandnametags.InadditionitshouldspecifyanyfinancialassistancethatwillbegivenbytheEmployerforthemaintenanceofuniformsandadverselyanydeductionsthatwillbemadefollowingthelossorblatantdestructionofuniforms.7.32 PersonalAppearanceIntheHotelindustry,theappearanceofeachEmployeeisparamounttotheoverallqualityofguestserviceandtheprojectedimageoftheHotel.ThisstandardshouldclearlydefinetherequirementsofEmployeeappearanceincludingareassuchastheuseofjewelry,bathingandsanitationrequirements,hairgrooming,theuseofmake-up,nailpolishandanyotherpracticesthatmayrequirecontrol.7.33 SmokingThisstandardshoulddefinetheEmployeeSmokingpolicyoftheHotelincludingwhenandwhereEmployeesmayandmaynotsmokeandthedisciplinaryactiontakenforviolationsofthispolicy.7.34 AlcoholandDrugsThisstandardstatesclearlyManagement’srequirementthatnoEmployeemayuseAlcoholorDrugswhilstontheHotelpremisesorbeundertheinfluenceofeitherwhenreportingforduty.7.35 TelephoneUsageManyEmployeesduringthecourseoftheirdutymayrequiretheuseofatelephonetomakepersonalcalls.Thisstandardshoulddefinewhereandwhenpersonalcallsshouldbemadeandwhetherornotincomingpersonalcallswillbeaccepted.7.36 ChequeCashingPeriodicallyEmployeesmaywishtocashpersonalorpaychequesattheHotel,thisstandardshoulddefinetheManagement’spolicyoncashingofchequesandifallowedanylimitsthatwouldbeim