artotel_less_arty_issues_v2_180910

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50 The hotel must participate in the current Employee Rate and Family & Friends (F&F) rate policy. Company intranet: you:niverse The hotel will ensure that all employees have access to the Company Intranet, called you:niverse. Each hotel will appoint a Mr./Mrs. you:niverse, with the responsibility to update all the hotel’s content and train all new employees in the use of the Intranet. The hotel must participate in the long service anniversary policy of art’otel. Each Team Member with a service of 5/10/15/20/25 years receives a reward, according to the Reward and Recognition policy. Equal opportunity Uniforms and grooming The art’otel uniform must be contemporary and exclusive in its presentation. Design and concept must be ordered from the art’otel dedicated range of uniforms catalogue. Hotel employee uniforms must always be crisp, clean, polished and well-fitting. Full uniforms must be worn while on duty. Footwear must be in line with the uniform and in good, clean condition at all times. Recreation employees’ uniform must have the hotel Brand logo stitched with a tone-on-tone ‘silk shine’ thread. No pins or badges other than the art’otel marquee pin and Concierge Clef d’Or pin may be worn. All contracted or concession staff members must comply with a Brand approved dress code with name badge and in line with art’otel Grooming and Appearances Policy requirements. art’otel strives to celebrate and seek diversity in all aspects of its business. art’otel earnestly strive to create a culture where our differences are celebrated by appreciating and drawing upon each individual’s uniqueness, talents, skills, background and experience. The hotel must follow all applicable local and federal laws prohibiting discrimination on the grounds of race, colour, religion, gender, age, sexual orientation, physical ability, nationality, political affiliation or any other basis prohibited by law. Performance and development reviews The bi-annual (two times a year) performance and development reviews will include a review of the Inspirators’ and you:niversity Coaches’ roles based on the role job descriptions. These reviews are in addition to their existing position reviews. Supporting information: art’otel Grooming and Appearances policy – art’otel Uniform Catalogue Any variations to the Company Grooming and Appearance policy in order to accommodate the ethnic and religious beliefs of employees must be approved by the art’otel Regional General Manager. Employees’ areas To ensure that all Team Members see that the art’otel goal of total guest satisfaction and the Inspirational Service culture apply to them too, it is required that all employee work areas are clean, well maintained and provide a safe and productive work environment. Maintain the employee locker facilities area, the shower facilities and the employee restrooms at the same level of cleanliness as public areas. Provide a dining facility or an area designated for employees to take their meals and breaks. Employee benefits Hotels must participate in a rewarding art’otel Recommend a Friend scheme according to the set Policy and procedures. Management must ensure that according to the art’otel orientation and induction programme, all employees are invited to experience a complimentary overnight stay at the Hotel, called Inspiring Stay. Keep these areas clean and attractive. Provide adequate seating in the break room. Have a First Aid kit fully stocked and available for easy access. Keep fire exits clearly marked and unobstructed. art’otel brand book –
51 As required by local ordinances, have fire extinguishers available for emergency use. Prominently display the brand posters in the back of the house. Learning and development (L&D) programmes Health and safety It is mandatory that all employees receive training in emergency procedures. It is recommended that employees receive CPR and First Aid training. All statutory training, as mentioned in the diagram at the beginning of this section should be followed by the required employees. Extra statutory training, depending on the country of the property, should be organised by the hotel itself. Property training Each property is responsible for conducting its own additional training as necessary to comply with applicable laws, codes and requirements. For all training classes and employee meetings, an agenda or a simple list of topics, and a sign-in sheet showing all employees in attendance must be kept on file. New employee – company training programmes Course Positions required to Complete Time Requirements New Hotels: Required Prior to Hotel Opening Date Mandatory Feeling Welcome Induction Programme, including: ‘Go Art’ All employees 3-6 month programme Day of hire X X Managing your new team Head of Departments 60 Days of hire X Statutory trainings, including: Health & Safety Awareness Food Hygiene Awareness Fire, Bomb and Security Awareness Liquor Licensing Awareness Safety Checks First Aid at work Crisis Management All employees Head of Department 30 days of hire X X Maximising Sales Opportunities Front of House 6 months of hire X Managing Service Recovery Front of House 6 months of hire X STEP UP – 5 modules of Days (9 days in total) Supervisors 5 month programme Foundation in Management – 3 modules of 2 days (6.5 Days in total) Supervisors and Heads of Department 9 month programme Senior Executive Workshops general manager n/a The less arty issues –
Page 1 and 2: art’otel brand book The less arty
Page 3 and 4: 3 WE ART ART’OTEL. With art at it
Page 5 and 6: The less arty issues - 5
Page 7 and 8: 7 Distribution & reservation Distri
Page 9 and 10: 9 C-DEF rate code This rate code is
Page 11 and 12: 11 Online travel agents (OTAS) OTAs
Page 13 and 14: 13 Procedures must ensure that comm
Page 15 and 16: 15 Loyalty champions The hotel must
Page 17 and 18: 17 Early check-in/late check out El
Page 19 and 20: 19 Guest feedback tool To continuou
Page 21 and 22: 21 All entities that accept, store,
Page 23 and 24: 23 The hotel must implement and doc
Page 25 and 26: 25 Features per room type Art Room
Page 27 and 28: 27 Bed products specifications The
Page 29 and 30: 29 Bathroom terry specifications (u
Page 31 and 32: 31 Walkway lighting must be in good
Page 33 and 34: 33 In all contact with guests with
Page 35 and 36: 35 • Explanation of the specific
Page 37 and 38: 37 Dry sauna & steam room (where ap
Page 39 and 40: 39 Testing & maintenance All fire s
Page 41 and 42: 41 Key control All keys must be str
Page 43 and 44: 43 The hotel Reception area must ha
Page 45 and 46: 45 Bandwidth Shaping (manages the i
Page 47 and 48: 47 Hotel service optimisation (HotS
Page 49: 49 Art’otel engagement survey All
Page 53 and 54: 53 ‘Go Art’ training All new ar
Page 55 and 56: 55 Code of ethics Policy PPHE Hotel
Page 57 and 58: 57 Brand trademarks must not be use
Page 59 and 60: 59 Advertising All hotel advertisin
Page 61 and 62: 61 Supporting information: Web Shop
Page 63 and 64: 63 Tone of voice: The hotel must en
Page 65 and 66: 65 • Written schemes of examinati
Page 67 and 68: 67 Governance art’otel has an eff
Page 69 and 70: 69 ADDENDUM The art of service stan
Page 71 and 72: 71 1 Our style 4. Team Members alwa
Page 73 and 74: 73 15. All public toilets are well
Page 75 and 76: 75 3. A Cloakroom facility is avail
Page 77 and 78: 77 11. Maintain a limousine/car tha
Page 79 and 80: 79 25. Call waiting guests and give
Page 81 and 82: 81 9 ‘Do not disturb’ 1. When t
Page 83 and 84: 83 11. Drawers and shelves in armoi
Page 85 and 86: 85 4. Perishable amenities are refr
Page 87 and 88: 87 7. Low-fat milk, yoghurt and che
Page 89 and 90: 89 18. Inform guests of DJ/music ev
Page 91 and 92: 91 8. Glass doors, mirrors, sills a
Page 93 and 94: 93 3. The guest is assured that the

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