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Welcome to the Intercontinental Hotels Group
Congratulations and Welcome to the InterContinental Hotels Group and the Semiramis InterContinental Cairo! On behalf of the Management Team, I would like to extend our best wishes to you in your new role.You have joined one of the world’s largest and most global hotel companies. As one team, we are striving toward our vision to become one of the very best companies in the world - the 1# hotel company, with a portfolio of well-recognized and respected hotel brands including InterContinental Hotels & Resorts, Crowne Plaza Hotels & Resorts, Holiday Inn Hotels, Holiday Inn Express, Holiday Inn Club Vacations, Holiday Inn Resorts, StayBridge Suites, Candlewood Suites, Indigo, Even Hotels, Hualuxe, Hotel Indigo and Kimpton Hotels and restaurants we are already well on our way.On our journey, it is important that our employees are happy in their jobs. This is why we are committed to giving you Room to be yourself which involves Room to have a Great Start, Room to be involved, Room to Grow and Room for You.This handbook is designed to assist all of us to work well together and answer questions about the company and the workplace. Should you have any questions or suggestions which you wish to make known, your Manager or the HR department will be glad to assist you.We are delighted to have you on our team where with your passion and professionalism we are sure that together we can accomplish our vision and core purpose to be a Great Hotel Guests Love.
More about our company’s vision, values and commitment you will find in this handbook.
Best regards,
Sameh SobhyGeneral Manager
Chapter 1
Room to have a great start
IHG (InterContinental Hotels Group) is one of the world›s leading hotel companies operating nine well-known hotel brands including InterContinental Hotels & Resorts, Crowne Plaza Hotels & Resorts, Holiday Inn Hotels, Holiday Inn Express, Holiday Inn Club Vacations, Holiday Inn Resorts, StayBridge Suites, Candlewood Suites, Indigo, Even Hotels, Hualuxe, Hotel Indigo and Kimpton Hotels and restaurants. IHG renamed and re-launched its rewards club as IHG Rewards Club, offering enhanced benefits for its 61 million members worldwide. IHG is the world›s largest hotel group by number of rooms and franchises, leases, manages or owns over 4,700 hotels with around 680,000 guest rooms in nearly 100 countries and territories around the world.InterContinental Hotels Group is the Group›s holding company and is incorporated in Great Britain and registered in England and Wales.
The Core Purpose of IHG Company is GHGL “Great Hotels Guest Love”
Welcome To The Intercontinental Hotels Group
Our Brands
Our twelve hotel brands include some of the best-known and most popular in the world. We›ve built up a portfolio that covers everything from luxurious upscale hotels in the world›s major cities and resorts to reliable family-oriented hotels that offer great service and value.This diverse portfolio means that we have the flexibility to respond to most types of hotel development opportunity. What›s more, our hotel owners can choose the hotel brand that will work for them and maximise the potential of a particular site. And whether our guests are travelling for business or leisure, for a honeymoon or a family holiday, we›ll have a hotel that›s right for them.
InterContinental Hotels and Resorts
“The InterContinental Experience – You Bring It to Life™”
A prestigious and truly global brand located in major cities and resorts offering high levels of comfort and excellent service.
InterContinental Hotels and Resorts was the first truly international hotel brand in the world, and quickly became the symbol of glamour, sophistication and success. The brand is committed to providing its guests with memorable and unique experiences that enrich their lives and broaden their outlook. InterContinental Hotels and Resorts offers services and amenities specifically designed for the international business traveler, while maintaining the delicate balance of luxury expectations with authentic local experiences that enhance the leisure stay as well. Located in more than 60 countries, InterContinental Hotels and Resorts continue to expand around the globe.
With our powerful and distinct proposition of “You Bring It To Life”, we are able to command a premium positioning and maximize customer loyalty.
IHG Vision
When we have great brands …Delivered by great people …Who share great values …With great ways of working …When all of these things are in place…we will be one of the world’s great companies. A company full of Great Hotels that Guests Love and one that we are all really proud to work for.
Our journey goes on ……………………….
The InterContinental Hotels Group IHG direction is its strategy, it is where they are heading, and the behavior they practice to reach this end.
Their promises to their employees is the environment that they create for them to work in & live their working life.
The Management of IHG gave us all as members of the working team of this great company all over the world a clear vision of what we want to achieve, “GREAT HOTELS GUESTS LOVE”
In order for us to reach this target, the IHG have developed THE WHEEL, a tool to guide our actions and become a way of doing business, setting a higher bar for us to work smarter than ever to achieve it.
As employees of the Semiramis InterContinental our objectives has become to exert the utmost we can to make our guests love the time they spend in our hotels - not just have an ‘OK’ stay but love it so much that they tell their friends and family about it.
It is through this way of doing business we can succeed in making our hotel guests long to be back to stay at our hotel whenever they think of Egypt.Their feelings & emotions through their experience with our service is what will help drive their behavior to choose our hotel.
You, as a team member of the Semiramis InterContinental will play an important role to achieve our objectives and with the new measurement tool, THE WHEEL, our hotel›s progress towards achieving our core purpose of Great Hotels Guests Love could be measured.
GREAT HOTELS GUESTS LOVE
“GREAT HOTELS” is about doing things differently and a little bit special to stand out in the eyes of our guests from our competition.
“GUESTS LOVE” is about taking guests by surprise – going beyond what is expected, the WOW factor, so they want to stay more and recommend us to their friends, colleagues and families.
“Great Hotels Guests Love” puts our guests at the heart of everything we do. Just imagine what would happen if every guest in our hotel said “I really loved that stay”. Not ‘liked’ – but ‘loved’!“Great Hotels Guests Love” is also about consistency – we want our guests to love ALL our hotels and ALL our brands, no matter where they are in the world. This is about everyone in our hotels making the same effort.
With the success, more hotel owners would want their hotels to be managed by IHG, this means more job and promotion opportunities for you!
In your department and through working with the Semiramis InterContinental you will know & practice what “Great Hotels Guests Love” means, and will help us win by reaching this end.Each of us has a role to play, because everyone from maintenance engineers and housekeeping team members, to managers and GMs is either serving guests or supporting someone who is. It involves every single person in our company the IHG, it is the power of one & all to steer the wheels› spokes (the set objectives) and keep it rolling showing us how we are performing against the objectives.
IHG Vision
IHG AMBITION TO BE 1#
IHG has been incredibly successful over the last ten years. We have a track record of strong performance and hotel brands with a deep history and a powerful heritage.
However, there’s more to do, not least because technology is radically changing how we operate; the world economy continues to be challenging and our competitors are striving to grow.
To be a great company, and to deliver Great Hotels Guests Love, we first need to be a great hotel company – the 1# hotel company in fact. It’s simple; we will be the 1# hotel company when we are 1# for guests, 1# for owners and 1# for colleagues.
To achieve our Ambition we need to focus on building preferred brands, on attracting and retaining the most talented and committed people in the industry and on consistently out-performing the competition.
We will all need to play our part in creating a Winning Culture – delivering against our plans, key performance objectives (KPOs) and metrics, and being the best we can be to build on the unique culture we have today that makes our hotels a special place to work.
IHG Ambition
THE IHG WHEEL
The Wheel is divided in four key areas, our people, Guest Experience, Responsible Business & Financial retain and it will measure how we will encourage our guests to love us by focusing on these four Key areasWhy Use The Wheel?• Involve and motivate our people to deliver “Great Hotels Guests Love” and improve performance• Create a consistent and simple way of communicating performance of the hotel , department, and Section/Outlet• Drive the business results, through sharing the best practices among us all• Spend time and efforts wisely, & focus efforts on what matters most!
It is back in your department & on your job where you will bring “Great Hotels Guests Love” to life, and our performance in each area on the wheel will be rated against targets.Enjoy living the Winning ways of IHG while working at the Semiramis InterContinental. You will be guided by the IHG steering wheel that will help you reach the final objectives, and we, the Management of Semiramis InterContinental, will do our utmost to keep our promises to you!Our direction is, Great Hotel Guests Love
IHG Ambition
Winning Metrics provide our GMs and their management teams with:
- A clear vision of what winning looks like in their hotels- A clearly defined process for their KPO setting- A vehicle for ensuring consistent delivery across the spectrum of metrics
Winning Metrics benefit our colleagues by:
- Clearly communicating to our front line teams what is important to delivering Great Hotels Guests Love- Simply communicating and visualising how the hotel is performing within the Heart of House- Communicating clear actions that the hotel team can take to improve in these areas
IHG Winning Matrix
Our Service Behaviors
Our Service Behaviors
BE CHARMING :
- We are approachable, friendly, modest and sincere.- We have confidence and handle every situation with ease and composure.- We show respect to local cultures, welcome different perspectives and appreciate each other.
• STAY IN THE MOMENT :
- We understand and anticipate guest needs, doing all we can to meet and exceed their expectations.- We are attentive, thorough, accurate and organised. We pay attention to the details.- We take ownership and are responsible for our actions. We work with others to get things done.
MAKE IT MEMORABLE :
- We are knowledgeable and stay up-to-date, being ready to learn new and interesting things.- We share stories and personal recommendations and experiences to enrich others.- We show our style by using our unique personality to create moments that make our colleagues and guests feel special.
Our Winning Ways
InterContinental Hotels Group is on a journey to become one of the very best companies in the world. This means doing the things the best companies in the world do. One of those things is the way our people act and behave with our guests and each other. To be consistent across a business of this size it’s important that everyone understands who we are, and what we stand for. We need to believe in certain things and behave in certain ways to succeed and we all have a part to play. Winning Ways came from our people.IHG talked to hundreds of colleagues from all over the world and asked them about their experience of working for IHG. We asked them how they behaved day to day and what makes us a different place to work. Winning Ways are a framework to help shape the way we work and they are:
Do the right thing
Show we care
Aim higher
Celebrate difference
Work better Together
Do the right thingWe always do what we believe is right and have the courage and conviction to put it into practice, even when it might be easier not to. We are honest and straightforward and see our decisions through.• We keep our promises and we don’t let people down.• We seek out the facts and trust our judgment.• We take decisions even when they’re difficult.
Show we careWe want to be the company that understands people's needs better than anyone else in our industry. This means being sensitive to others, noticing the things that matter and taking responsibility for getting things right. • We treat people as individuals.• We look and listen for the little things that make a difference.• We use our experience to find new ways to deliver great service.
Aim higherWe aim to be acknowledged leaders in our industry, so we have built a team of talented people who have a real will to win. We strive for success and value individuals who are always looking for a better way to do things.• We put our hearts into learning new things.• We challenge ourselves and those around us.• We always look for ways to improve.
Celebrate differenceWe believe that it’s the knowledge of our people that really brings our brands to life. While other companies may want to impose a rigid, uniform view of the world, we do not. Our global strength comes from celebrating local differences whilst understanding that some things should be kept the same.• We welcome different perspectives and listen to everyone’s ideas • We are respectful of all cultures and look to learn from others• We play an active role in the communities in which we operate
Work better Together When we work together we are stronger. We’re at our best when we collaborate to form a powerful, winning team. We listen to each other and combine our expertise to create a strong, focused and trusted group of people. • We work hard to develop excellent working relationships.• We think about what we do and how it might affect others.• We trust and support each other.
Our Winning Ways
Our Deal Is
You
- Do The Right Thing- Show You Care - Aim Higher - Celebrate Difference- Work Better Together
WE Promise You
- Room To Have A Great Start- Room To Be Involved- Room To Grow - Room To Be Yourself
IHG Commitment
At IHG we value the individual passions and talents of our people. We create an environment where you can grow and develop and make a difference. We give you «room to be yourself».
• ROOM TO HAVE A GREAT STARTYou will be treated with respect and we will make sure you have everything you need to have a great start
• ROOM TO BE INVOLVEDYou will have the opportunity to work with great teams, know what is going on and make a real difference in your place of work
• ROOM TO GROWYou will be supported and given opportunities to develop yourself and pursue a rewarding career
• ROOM FOR YOUYou will be rewarded and recognized for your contributions and we will value the significance of your life beyond work.
IHG New Projects
“Initiative of Success for Providing a Great Guest Experience”
In the day to day operation of a business as fast moving as a hotel, our ability to succeed depends on our ability to keep focus on our guests and things that matters mostly to them.
Projects like:
• IC BRAND ORIENTATION • IC MEETING• IC CONCIERGE• IC AMBASSADOR• WIFI
Were designed to help us in delivering the very best to our guest and other customers, all based on solid knowledge of what they are looking for when they stay with us and use our services
And in your journey of serving the guests, covering all brand initiatives, you have to be aware of how critical and demanding it is. We have to be realistic about what you deliver, know why it is important to our success, and feel really excited about the challenge of providing best service experience day in and day out , with a clear vision of what we are going to achieve and how we are going to do it
Hotel Departments and Their Duties
All the departments that generate the force that moves the wheel of hospitality of this great establishment since 1987
• ROOMS DIVISION
- Front Office DepartmentResponsible for handling the check-in/out of hotel guests, ensuring that they are looked after during their stay with best service rendered with its various sections, as reception, concierge, Airport Office, Bellmen service & Assistant Managers.- HousekeepingResponsible for the cleaning work of the public areas, this is in addition to the cleanliness of guests› rooms, ensuring that their required supplies are provided on regular basis. The department is also in charge of hotel uniforms & linen.- Telephone OperatorConnects calls internally and externally, takes messages, makes wake-up calls, and responds to emergencies notifies the concerned parties.- Business Center Offers secretarial services such as scanning, printing, faxing, and translation for businessmen and companies. It includes offices and meeting rooms to ensure guests more privacy and the highest level of service.- Health ClubIncludes a swimming pool and training rooms for men and women equipped with the latest equipment, sauna, massage rooms and lockers.- LaundryProvides laundry service, dry cleaning and ironing for guests using the latest equipment and modern scientific methods .It also serves the hotel staff by taking care of uniforms, furnishings and linens of both rooms and restaurants.
Hotel Departments and Their Duties
•FOOD & BEVERAGE Manages & provides service in 13 hotel outlet together with kitchen, Steward and Pavilion.
Outlets Breakdown:1. Café Corniche : Egyptian Café and Take away2. Tea Garden : Tea Lounge3. Night and Day : Multi-faceted Open Buffet Restaurant 4. Bird Cage : Informal dining featuring Far-Eastern and Thai Cuisine5. Pane Vino : Informal dining featuring Italian Cuisine6. Ambassador Club : Elegant Piano Bar7. Room Service : Food and Beverage service for the Guest Rooms.8. Sabaya : Formal dining featuring Lebanese Cuisine.9. Rithmo : Club Lounge Bar.10. Haroun el Rashid: Night Club.11. The Grill : Fine French Dining.12. Pool Side : Refreshments and snacks menu.13. Shopping Cafeteria: Cafeteria for the staff and shops employees at the hotel.
This in addition to the Food and Beverage Information and Reservations Desk which handles the outlets’ reservations and provides all required information including Outlets’ Concepts and related activities for in-house guests as well a hotel visitors.
Hotel Departments and Their Duties
- Kitchen:A total of fifteen kitchens serving each relevant outlet.- Stewarding Department:Responsible for adequate preparation of dishes and silverware for every outlet and function. It is also responsible for cleaning the kitchen area and backyard.
- Pavilion:Includes El Midan, Reception, VIP Reception, Business Center, IT, The Gallery Kitchen, Meeting Rooms, Library, and Rentable Private Offices.- Banquet DepartmentOrganizes and provides service for functions, meetings and conferences held in hotel, including the preparation of food and drink menus offered both on and off the premises.
• ADMINISTRATION & GENERAL This includes Executive offices of the General Manager, Resident Manager and Operations’ Manager, who establish standards ensuring execution of plans & strategies.
• FINANCEFinance Department handles financial issues which include record keeping of payables & receivables and paymaster that is in charge of hotel payroll.
• SECURITY The Security Department establishes, develops and maintains the security of the hotel & the premises.
• INFORMATION TECHNOLOGY The Information Technology department manages the hotel information system including installation, maintenance and operation of soft and hardware of computers and facilitates guests service as well as employees.
• MATERIALSMaterials Department provides the purchasing of supplies & food & beverage required to operate the hotel, In addition to its responsibility for the hotel print shop & stores.
• ENGINEERINGEngineering Department with all its sections, as that of the maintenance, carpentry upholstery, audiovisual, mechanical and energy supplies & utilities, works to provide the support for the hotel operation.
Hotel Departments and Their Duties
• MARKETING & SALESMarketing & Sales department is responsible for promoting the hotel within the local and among the international market It sells room nights for corporate, governmental and travel segments, beating our competitors, and ensuring our position in the market both internally & externally supported by the Public Relation department, it ensures our standard image is reflected in the local as well as international market.
• REVENUE Revenue department is responsible for creating, implementing & communicating short, medium & long term hotel strategies for all revenue streams; in order to maximize hotel revenue, profit and market share performance.
• RESERVATIONSReservations department is responsible for handling all hotel room booking, ensuring maximum revenue and performance standards.
• HUMAN RESOURCESHuman Resources Department includes the Training Department, employee cafeteria (Makany) & Clinic. The department is responsible for setting rules & regulations, policies & procedures that govern the workplace. It also helps ensuring the implementation of management›s strategies through practicing effective recruitment processes and applying compatible compensations and benefits packages for employees. That is in addition to handling performance management and career development in order to help maintain hotel employees & assist in their development and their future growth, through which hotel revenue is maximized to reach goals set.
Chapter 2
Room to be Involved
How You Can Shape Your Workplace (ESPS Survey)
Help us to see the world through your eyes...The IHG Employee Satisfaction Pulse Survey (ESPS) is a dynamic, online employee opinion survey conducted twice a year, which measures and reports on the depth of employee engagement throughout the company’s hotels and corporate offices.Employee engagement is recognized as an important factor in driving business performance by the world’s leading companies, and as such, IHG is committed to delivering its own employee survey.At IHG we define engagement as “The extent to which employees commit to the organization, how much effort they put in as a result of this and how long they intend to stay.”The survey is completely confidential and managed by TNS, a world-class industry leader in collecting and analyzing market information and research. IHG has no access to any of the personal response data and equally no employee names are attached to the survey data. Responses are aggregated, with care taken to ensure that these aggregated groups are of a size to ensure that it will not be possible for individual responses to be identified.• FRAMEWORK OF THE EMPLOYEE SURVEYHow does working for a hotel company that wants to be the best in the world feel? The Employee Survey asks employees to share their feelings using 2 different surveys - engagement (in March) and a pulse survey (in September) Engagement for IHG is a combination of - Commitment and motivation levels - How the Winning Ways are lived - How we deliver our people promisesManagers will know exactly what is important to people and can priorities the focus areas
How You Can Shape Your Workplace (ESPS Survey)
• HOW YOU CAN SHAPE YOUR WORKPLACE – ESPS SURVEY
o The pulse survey is much shorter and will measure - Changes to engagement levels- How improvements have been received o All employees will be invited to participate in the survey at the same time- Each corporate department has a conclusive score of their employees› feelings towards the company at one point of time. - This allows departments to have sub-departmental breakdowns (>+10 employees) - Feedback suggests employees feel more valued if they know everyone is participating.
o Reports will be issued with data in percentages and with departmental breakdowns- Indexing system unnecessarily complicated and difficult to communicate
o The engagement questionnaire has been designed against the following framework- Questions are allocated to each section- Questions were validated in December
Connecting You To The World Of IHG – Merlin
The new world setup allows employees to access the same content from around the world. This new setup allows for greater collaboration through the organization. A single entry point to up to date, current IHG information
Heartbeat
The GLM is a powerful new guest survey system, replacing all of our old survey systems (GSTS) with one connected online tool, launched on April 4th ,2011.This online global Guest Survey System helps us to measure guest love by moving the previous scale from 5-1 to a detailed one 10-1; so we can move guests from “Like” to “Love”.
Synovate Company is the vendor that IHG has partnered with to collect the data on Guest Love.
Its aim is to know how our guests feel about their stay in order to deliver “Great Hotels Guests Love” by going through more detail on service, condition and cleanliness in addition to guests comments about the service.We can benefit from this online measurement system in saving time by sending-out the survey via guests’ e-mails and saving papers.Keeping hotels a step ahead of any guest’s issues as it is faster to respond, providing results on regular basis with guests’ feedback either good or bad comments, so hotels can quickly take action on any guest issues.
• HeartBeat Reports:
1. Hotel Dashboard 2. Monthly Scorecard 3. Guest Feedback Summary 4. Best-in-Class 5. Ranking Report 6. Key Drivers
Chapter 3
Room to Grow
How Do You Know, How Are You Doing?
Performance Management
InterContinental Hotels Group is based on a calendar year.The Company’s Performance Management Program is the tool used to evaluate an employee’s job performance.
The Performance Management Program comprises of four primary components:1. Key Performance Objectives (KPOs) provide the direction and linkage necessary for individual employees to effectively support the Company’s Strategic Priorities. KPOs are established at the Performance Planning Meeting during February, to ensure employee’s focus their efforts on strategic priorities and vital actions necessary for business success.
2. Key Responsibilities are an important component of the Performance Management Program as they are designed to measure an individual’s performance on day-to-day job accountabilities.
3. Competencies are the key behaviors that underpin the demonstration of successful performance on both KPOs and Key Responsibilities.
4. The Development & Career Plan outlines the key steps to be undertaken in order to build an employee skills, competence and effectiveness in their current role. The plan is divided into 3 sections: 1. Summary Page; 2. The Development Action Plan and 3. Career Plan.
All components form a part of the annual evaluation of performance, which takes place during 2 separate meetings at the end of the year. In January, KPOs, competencies, and Key Job Responsibilities are reviewed for the previous -12months.In February, during the 2nd meeting KPOs, individual Development and Career Plans are set for the next approaching year and provides the linkage between performance and pay.
How Do You Know, How Are You Doing?
Leadership Competencies
Developing Your Current And Future Roles
• GETTING YOU STARTED
IHG is committed to providing you with high quality training and development throughout your employment with us, in order to help you to be successful and achieve your full potential. We aim to make the training and development you receive as interactive and fun as possible, as we believe that if you are involved in the training you will be more likely to remember the information covered. Your training and development will be delivered in different ways, some examples include: • On-job training with your manager / supervisor / trainer• Off-job group training • Training within departmental meetings• Web-Based training.
Each department has departmental trainers/training coordinators, whose role is to welcome you and provide you with all the information you have just identified. We have organized this information into a number of different on-job orientation modules:• Department Orientationo The Purpose is:- To introduce us to our new department and our colleagues- Explain our job role- Explain departmental procedures etc.o Department Orientation will be conducted on your first working day in your department and will include such things as:- Who’s Who- Tour of department & related areas- Conditions of work- Job description- Training & development arrangements- Departmental fire & bomb threat procedures- Security procedures
Developing Your Current And Future Roles
Initial Job TrainingAt the end of your Department Orientation with your manager / trainer, you will be given an Initial Job Training Plan, covering the first few weeks of employment. The purpose of this plan is to tell you what you will be doing in the first few weeks and details the most important tasks you need to learn first. This will help you to be able to perform your new job role quickly and contribute to the daily activities of the department in the quickest possible time.
New Employee Cross ExposureWithin the first 3 months of employment you will also be given a New Employee Cross Exposure Plan, allowing you the opportunity to become familiar with other job roles / departments that you work closely with. The purpose is to build good working relationships with your colleagues and help us to see the big picture and know what products / services we can offer to our guests and when.
For example, a Front Desk Agent should undergo cross exposure with a Room Attendant to appreciate both the time and work involved in preparing a guest room and the options available for meeting guest room requests. Similarly, a Room Attendant should undergo cross exposure with a Front Desk Agent to understand the nature of guest interactions / requests and the need to provide efficient and timely service in guest contact roles. The number of job roles you cross expose with will depend on your role and who you most frequently interact with in providing guest service.You will also have the opportunity to participate in other Hotel Orientation Modules in the first 3 months on customer care and brand training.Customer Care: Be My GuestBrand Specific: IC- Brand Orientation
Orientation ReviewWhen you have been working for us for six months, a member of the Human Resources Team will meet with you to review the success of your orientation phase with us to ensure that you have settled into you job successfully and are happy. Also, to ensure that you have covered all the planned orientation training and the way we orientate new employees is effective.Because the success of the orientation phase is vital to our hotel operations and the future success of your role, the training department will be checking with you informally on an on-going basis how it is going for you and if everything is going to plan. But please ,feel free to ask any questions or to raise any concerns that you have.
Leadership Framework
Be 1# by building the best front-line leadership in the industry
Training and Development Programs
• MANDATORY TRAININGo Fire Life Safetyo Code of Conducto Data Privacy And Information Securityo Human Rightso Anti-Bribery o Brand Service Behavior o Brand Orientation o Intercontinental Concierge Hallmark Training for (Concierge , Meetings ,Sales and Marketing , Food and Beverage supervisors, Room Division)o Intercontinental Meetings Hallmark Training for(Meetings, Business Centre, Sales and Marketing, Food and Beverage Supervisors, Concierge)o The Payment Card Industry (PCI) Data Security.
• SALESo Up selling Front Officeo SWEET – Selling With Extra Efforts Together for F&Bo Solution Sellingo Way Of Saleso Brilliant Basics
• FRONT OFFICE o Holidexo TSA Front Office Upsellingo Opera• HIGH POTENTIALo Leading Others Programo Accelerated Leadership Development Program (ALDP)
• TRAINING SKILLSo Craft Training Certificateo Group Training Certificateo Managing Training & Development for the Business
Training and Development Programs
• HG LEADERSHIP ACADEMY (Web-based Training)“The Best Of The Two Worlds”- IHG online modules on subjects where we are experts- Collections of best practice on critical topics taken from our leaders lounge- World class learning tools from Harvard to take our performance to the next level
IHG wants you to spend your time learning, not searching, so we’ve made it easy to:
- Find the best learning for each of our leadership competencies- See suggested development for each leadership level- Complete a full module or dip in quickly just when you need it.
• LOBSTER INK (Web-based Training) A hospitality education system that trains staff and management in areas of international standards, skills, and product knowledge. The Lobster Ink. platform makes use of in-depth product and procedural knowledge to create courses that allow employees to take charge of their own development. Each program has specific objectives and audiences, and will develop specific knowledge, skills or competencies/attitude.When you have worked for us for 3 months your Department Head will conduct a performance review with you. You and your manager will discuss what personal development needs you have and together you will prepare a personal development plan for the rest of the performance year. The Plan will reflect what you need to do to achieve your goals, deliver your key job responsibilities and demonstrate your Leadership Brand competencies.Your manager will determine which training courses you should attend as part of your personal development plan and he /she will arrange for you to be registered on the appropriate programs etc. You will also receive Fire and Health & Safety training every 6 months. It is vital that you always attend this training so that we can all work safely and protect our colleagues and guests. You will receive your own personal learning log, in which all the training you attend can be recorded. Therefore, remember to take your log along to all your training sessions!We strongly believe that each individual is responsible of his/her own development. As a company and a global organization, we do provide tools and support for training and development. However, we consider that each employee is in charge of his/her own future.If you ever have any queries regarding your training and development please do not hesitate to speak to your Department Manager or your Training Manager/Coordinator who will be happy to help.
I-Series Toolkits
IHG's "I-Series" Operational Toolkits have been developed to provide hotels with an optimized way of executing key repeating processes and have shown a significant improvement in the satisfaction level of our guests when implemented successfully. Optimized consistency is the key because our brands lie at the heart of what we offer to our guests. Following are the toolkits currently in implementation:
I Clean toolkit“…improving our levels of customer service and GSTS results through a revolutionary efficient room cleaning and audit process"
I Q toolkit"Optimized approach designed to cover anticipation of needs, knowledge, attitude and attentiveness"
I Arrive toolkit"Optimized approach designed to direct the renovation efforts of the several check-in related processes."
I Opener toolkit"Optimized approach to direct the renovation efforts of several breakfast related processes to improve the overall breakfast experience."
I Fix toolkit"Optimized approach to guide the short term addressing of room maintenance and hardware conditions."
I Interview toolkit"The third element of understanding the voice of our guests (to complement the GSTS and the In-Room Comment Card program)."
Chapter 4
Room for you
Human Rights
We support and protect human rights wherever we can. As a responsible company with operations in nearly 100 countries and territories, we believe that strong ethics and good business go hand in hand and we are committed to complying with the laws and regulations of the countries and jurisdictions in which we operate.
We believe that strong ethics and good business go hand in hand. We support the protection of human rights, particularly those of our colleagues, the parties we do business with and the communities where we operate. We are a member of the United Nations Global Compact and are committed to aligning our operations, culture and strategies with ten universally accepted principles in the areas of human rights, labour, environment and anti-corruption. One area that we can have greater influence over is the workplace. We respect our employees’ rights to voluntary freedom of association and to a safe and healthy working environment. We do not support forced and compulsory labour or the exploitation of children.
To demonstrate our commitment in this area we:
- Support the protection of human rights, particularly those of our employees, the parties we do business with and the communities where we operate.- Respect our employees› rights to voluntary freedom of association, under the law- Provide a safe and healthy working environment.- Do not support forced and compulsory labour or the exploitation of children- Support the elimination of employment discrimination and promote diversity in the workplace.- Provide our employees with remuneration and tools for growing their careers, and take their wellbeing into consideration- Promote fair competition and do not support corruption- Conduct our business with honesty and integrity in compliance with applicable laws- Develop and implement company procedures and processes to ensure we comply with this policy.
What You Need To Know
• You should not put broken glass and sharp materials in the garbage.• Avoid pressing with your feet on your on the garbage, considering that your shoes will protect you.• You should not fill the litter box on its edge.• If you got injured you have to inform the manager in charge immediately.• When you are lifting the garbage, make it away from your body as much as possible to avoid the adhesion of any sharp materials with your body.• If you are trying to lift a heavy litter box ask for help.• Avoid the wrong way of lifting as it is the second Biggest cause of employee accidents • Remove items that you could bump into, slip on or fall over.Then make sure there is enough space to put the item down when you get to where you want• Never lift items over your shoulder and always ensures your fingers and toes will not be crushed between the item and the floor.
•PROMOTIONSWe always promote our staff on the basis of their performance in their present job. We are proud of our record in providing our high achievers with opportunities for promotion and development, whether at this hotel, within the region or further afield.
o How Promotions Are Decided:- You may find you are offered a new challenge, and it will most likely happen because we have seen your efficiency and feel you are ready to take on greater responsibility.- You, of course, are welcome to apply for a promotion. However, before you do so, ask yourself the following questions in order to judge whether now is really the right time to go for a new role, and follow the updated policy established by the hotel to guide you in this process:
• Is there a suitable vacancy?• How skilled have I become in my present job?• Am I ready for greater challenges?• What are my personal qualities?• What is my approach to work?• How good have my time-keeping and attendance been?• Have I always been co-operative and dependable?• What professional expertise have I gained to enable me to take more responsibilities?
This will give you an insight into the issues we consider when assessing your suitability for a promotion
What You Need To Know
o Job TransfersTo ensure that all our staff gets the opportunity to advance their careers, we have set up a unique information system which gives details of job vacancies in all company hotels in our area.If you are considering a transfer to a new role in another department of this hotel or at another hotel, the first thing to do is to check staff notice-boards, where you will find up-to-date information about the vacancies currently available. To proceed with your application, please contact the Personnel team for guidance. Please do not contact other hotels directly.To be eligible for a transfer to another department at this hotel, you will need to have been with us for a minimum of six months. If you are interested in another hotel, you will need at least one year’s service, including nine months in your current job.Make sure you always update the CV you uploaded on E-Career (Taleo) upon your hiring.
• PAYMENTo How You Are PaidYour basic rate of pay when you start working with us will be shown on your staff agreement a document given to each member of staff. You will be notified in writing of any subsequent changes to your pay.Your pay is calculated based on the record of work shown on your timesheet, and is paid monthly in Egyptian Pounds. We reserve the right to change the date you are paid and the method of payment.You are paid by credit transfer direct to your bank account. As soon as you join us, you will be asked to fill in a form permitting your monthly salary to be paid in this way.
o Service ChargeService charge may be awarded monthly depending on the company’s business performance. This payment is calculated by the hotel and is final. Please note that service charge payments are discretionary and may be linked to your performance.
o Pay ReviewsCurrently, it is our policy to conduct an annual review of salaries to conjunction with your performance appraisal. Increases, if awarded, will be based on the hotel’s business performance and your personal performance.
What You Need To Know
• WORKING HOURSo The Working PatternThe basic number of hours you are normally required to work is specified in your Staff Agreement.Your hours on duty will be displayed on the staff rotation prepared by your Manager. As our industry provides a -24hour, seven-days-a-week service, you may need to work shifts and fulfill duties on Fridays and public/National Holidays.
o OvertimeIn our business, we often have extremely busy periods with quieter times in between. Therefore, there may be occasions when you will be requested to work overtime; beyond your normal duty hours or official holidays. You will receive compensation for any overtime worked. However, overtime is not guaranteed, and can only be worked with the approval of your Head of Department.If you are entitled to overtime payments, you will be paid to 1.25 your normal hourly pay (time-and-a-quarter).Please note that overtime payments can only be made through the payroll system. If you prefer to take recuperation rather than payment, please discuss this with your Manager. The Management reserves the right to advise you when recuperation shall be taken.
o TimekeepingOur guests expect the highest quality of service from us. Therefore, it is vital that we all start work on time and we are not absent without good reason.When you arrive at work each day, you must report to your Supervisor. If you foresee that you will be delayed, please try to contact you Supervisor if at all possible, and of course still report as normal when you arrive.We understand that lateness is sometimes unavoidable, because of events beyond your control. However, if you are persistently late for work without reasonable explanation, we may take disciplinary action.An electronic attendance system has been implemented to facilitate accurate timekeeping.
What You Need To Know
• YEARLY VACATIONSAs per the Egyptian Labor Law, you are entitled to the following vacations:- 21 days starting your first year up until nine years of service- 30 days after completing 10 years of service, after an employee turns 50years old, and for the Heads of Departments.Note that the vacation is only valid after obtaining your direct manager’s and your department head’s approval. You are requested to complete a vacation form that you are not entitled to except after your probation period (3 months after recruitment).
• PUBLIC AND NATIONAL HOLIDAYSThere are 14 days Public National Holidays per year. Generally speaking, you are entitled to treat Public / National Holidays as days off in addition to your normal holiday entitlement. However, in the hotel industry we do not close for these holidays! You may be required to work on a Public / National Holiday. When you do so, you will of course be compensated for the hours you work according to rules and regulations governing this matter, plus one day off in lieu.Should your regular day off – as scheduled on the staff rotation – fall on a Public Holiday, you will be entitled to an extra day off in lieu.
• ABSENCE BECAUSE OF SICKNESSWe expect you to attend work and perform your duties in accordance with the terms of your Staff Agreement. However, we recognize that there are times when because of illness or injury, you cannot work. To help you in these circumstances, we offer a sick pay scheme. This is a valuable benefit, and you will understand why we carefully monitor the scheme to ensure that our staff makes use of it only in genuine cases of sickness.
o What To Do When SickIf you are unable to come to work because of illness or injury, you should immediately that day get in contact with your Manager / Nurse – before the start of your shift. If your Manager / Nurse is unavailable, contact the Duty Manager. Please make sure that if another person telephones on your behalf, the message is passed to one of these people.When you report your sickness, you will need to provide the following information:o Your nameo Your departmento Your reason for being absento Whether you have seen or will be seeing your doctoro How long you expect to be off workIf you are absent for one day or longer, you will have to provide the Personnel Department with a doctor’s medical certificate as soon as is reasonably possible.Should your sickness continue for a prolonged period, you will need to remain in regular contact with us, keeping us informed about the speed of your recovery.
What You Need To Know
o Returning To Work After SicknessPrior to coming back to work, you must inform your Manager of your expected date of return. On your return, please report to your Supervisor. At this time, you will be asked to provide a medical certificate.It is important for you to know that, in cases of failure to follow standard procedures as shown, or abuse of the scheme or misrepresentation of facts, sick pay may be withdrawn and disciplinary action taken.
o Notifiable IllnessesIn an industry like ours, good hygiene is essential. If your job includes handling food or beverages and you suffer the onset of any skin disorder; intestinal infection, vomiting or diarrhea, you must immediately report this to your Head of Department as a “notifiable illness”. You will then be asked to take time off from work until you recover. Before you can return to work you will need to provide a doctor’s certificate showing that you have fully recovered.Please see the ‘Health & Safety at Work’ section for further details about the importance of maintaining food hygiene.
• SPECIAL LEAVEYou may also request up to a maximum of 3 days special leave on full pay for your marriage. This leave will only be granted once during your working life with the organization. Please process this leave in the same way as compassionate leave.
• UNPAID LEAVEYou may be allowed to take unpaid leave in special circumstances, and at the discretion of your General Manager in consultation with the Personnel Manager. If you would like further information, please contact the Personnel team.When such unpaid leave is granted, it would not normally be for a period exceeding one calendar month, unless this is expressly agreed by the General Manager in consultation with the Personnel Manager. A leave application must be submitted for the General Manager’s approval.
• MATERNITY LEAVEIf you discover you are pregnant, for your own health and protection please inform your Head of Department and the Personnel team. This will also ensure that you receive all the maternity benefits due to you. To receive maternity benefits, you must have a minimum of one year’s continuous service.On producing a certificate from a qualified doctor you are entitled to be absent from work as per the Egyptian Labor law.
What You Need To Know
• GENERAL BENEFITSMeals On DutyWe offer a staff restaurant providing a wide variety of meals to meet all tastes and dietary needs. If you have any suggestions to help us develop our range of dishes, please let us know!You are welcome to use the staff restaurant when on duty. Opening times are displayed at the restaurant entrance. Your Manager will advise you of arrangements at night and when the restaurant is closed. Please do not take food or drinks from any other area of the hotel. As a large number of staff use the restaurant each day, please help us to clean it and keep it tidy by clearing your plates away once your meal break is over. To ensure your own safety and that of your colleagues, you must not enter the kitchen area unless properly authorized.
UniformsAs part of our commitment to the highest standards, we encourage all our staff to maintain a highly presentable appearance.To this end, we provide you with a free uniform along with a name badge. Your uniform must be worn at all times when on duty, but please do not wear it off duty. Your uniform will be cleaned and maintained at no cost to you by the Laundry and Housekeeping Departments.Your Name-Tag is a part of your uniform. Make sure you wear it at all times when on duty.
Employee AwardsWe have several ways of showing our appreciation to staff who make a significant contribution to our success.- Long Service AwardsWhen you have been with Inter-Continental Hotels & Resorts for five, ten, fifteen, and twenty and twenty-five years of service, you will be presented with a Pin by the General Manager at a special function, in appreciation of your service- Staff DiscountsYou are eligible for a discount as per hotel policy, on your take away F&B items. After getting the Approval of the hotel management, should you use an outlet, you must wear suitable attire and behave in a responsible manner. Remember there are guests in the outlet and they must always take the priority. You must pay cash after the discount has been applied, unless a City Ledger account has been authorized. Should you have any queries, kindly ask the Personnel Department.- You’ve Been Great- Certificate of achievement - Recognition Card
What You Need To Know
• Sports and Social ActivitiesAll staff is invited to participate in our wide range of sports and social events, many organized by members of the hotel team. Details of all events are regularly advertised on our staff notice boards.
• STAFF INFORMATIONIt is important that we all keep up-to-date with what is going on in our hotel and within the company, especially regarding matters such as staff news, changes in our procedures and business performance.Notifications are to paced on departmental boards and Heart of The House boards.
• RETIREMENTAll hotel employees, male or female, will retire on the last day of the month of their 60th birthday.
