artotel_less_arty_issues_v2_180910

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54 Leader of learning & development (L&D) Key responsibilities are: • Ensuring that L&D is used as a strategic business tool to positively drive business results and improvement; • Creating a positive learning culture where personal growth is a key focus; • Supporting and driving the performance and development of Inspirators and you:niversity Coaches; and • Setting the example. • Training modules to support this role are: • Leading L&D for the Business workshop; and • L&D Master classes – please see you:niverse for details. Inspirator Key responsibilities are: • Living the PPHE Hotel Group Context and being an ambassador for the you:niversity; • Facilitation of group training workshops such as Connect!, and the ISP; • Reviewing and evaluating the effectiveness of the training facilitated in partnership with the business; and • Working with you:niversity Coaches and Leaders of L&D to embed the PPHE Hotel Group Context into the culture of their hotel/office. Training modules to support this role are: • Induction to the role of Inspirator: ‘Let’s Get Connected’; • Group Facilitation Skills workshop; • Connect Train the Trainer workshop; and • Inspirational Service Programme Train the Trainer workshop. You:niversity coach Key responsibilities are: • Identifying training needs in their hotel/department with their Head of Department; • Planning, designing, and preparing training activity to fill the training needs identified; • Delivery of on-job technical job skills training/on-the-spot training at department level to small groups or one-to-one; • Supporting the Feeling Welcome Induction Programme by buddying with new starters and supporting them to complete the activities included within their Discovery Book and delivering bite-sized training activities from the ‘Little Book of Inspiring Activities’ on a regular basis to support the ISP. Manning guide All hotels and support teams in regional functions are required to establish an effective Delivery Team, through excellent recruitment, induction and development practices. It is the responsibility of the Art Director/Head of Support Function to ensure that the correct number of Inspirators and you:niversity Coaches as outlined below are in their teams. They are also responsible for the succession planning of these key roles moving on. Hotel Inspirators In order for the Inspirators to manage effectively their responsibilities to the required standard, the hotel must comply with the following set manning guide based on the hotel size, as follows: Size of Hotel Up to 150 rooms 1-2 150-400 rooms 2-4 More than 400 rooms Inspirators 6 or more Support Office Inspirator; Each regional Support Office/Corporate Office will have at least one Inspirator to support the inclusion of this population in the key messages. you:niversity Coaches per department; The hotel will make sure that each hotel department has at least one you:niversity Coach to support the training needs of that team. Smaller teams of 4 or fewer employees do not need a you:niversity Coach, in this case the Art Director/Head of Support function should ensure that another you:niversity Coach ‘covers’ that department. With large teams of over fifteen employees there should be at least 2 you:niversity Coaches. If there is no Human Resources (HR) representative on property level, any reference to the HR Manager should be read as reference to the Art Director. When there is no you:niversity Coach in a department, any reference to you:niversity Coach should be read as reference to Head of Department. art’otel brand book –
55 Code of ethics Policy PPHE Hotel Group recognises and acknowledges the Universal Declaration of Human Rights 1948 and is committed to conducting its business in a manner consistent with the principles contained therein and to protect human rights within the business. PPHE Hotel Group feels it is important that all employees have a clear understanding about the ethical values and believes that these ethical values as well as the cultural values (trust, respect, teamwork, enthusiasm, commitment and care) are fundamental when operating an art’otel. It is the responsibility of the hotel that the stakeholders are familiar with the ethical values and therefore the values can be downloaded from the art’otel Intranet Ethical values At PPHE Hotel Group, believes that having a strong set of core principles is essential for its business. PPHE’s fundamental business principles (‘Code of Ethics’) helps ensure that Directors, employees, agents and business partners all operate to the highest ethical and legal standards. A fundamental element of art’otel’s business principles is ensuring that business is conducted honestly and in good faith, free from bribery, fraud and deception. Everyone at PPHE Hotel Group must conduct their activities in accordance with these business values and Code of Ethics at all times. PPHE Hotel Group has a zero-tolerance policy on bribery, fraud and corruption and any allegations of such conduct or behaviour by a member of staff will be treated with the utmost seriousness. Further, failure to adhere to the relevant codes, policies and procedures will result in our Disciplinary Policy being applied and may lead to dismissal. The following Key Principles summarise the manner in which PPHE Hotel Group expects to conduct its business. They apply to PPHE Hotel Group employees and its business partners. In the event of uncertainty, the hotel is encouraged to seek assistance with art’otel on the correct course of action to take. (1) Integrity Our employees are expected to deliver services that meet the highest professional, ethical and business standards. We continuously strive to build long term relationships with our guests and business partners by acting honestly, fairly and transparently at all times. (2) Compliance with the law (3) Anti-bribery and corruption (4) Fraud - zero tolerance All our employees and others to whom this Code applies must comply with the laws, regulations and professional standards of every country in which they operate. In the event of any conflict between this Code and the laws of any country in which business is being conducted, the higher standard must always be applied. Any person involved in our business must not, directly or indirectly, authorise, offer, promise, pay, give or receive (i) a bribe; (ii) a kickback; or (iii) a facilitation payment. The amount of the bribe offered or paid is irrelevant and it need not actually be paid for an offence to be committed. PPHE Hotel Group is committed to the prevention, detection and proper investigation of fraud and seeks a mutual commitment from its business partners in this respect. Fraudulent conduct involves deception and dishonesty and includes: (i) fraudulent financial reporting; (ii) misappropriation of assets; (iii) theft; (iv) bribery or corruption; (v) concealing a conflict of interest. (5) Gifts and hospitality PPHE’s employees or others to whom this Code applies must not accept or offer gifts, meals, entertainment or other benefits that go beyond normal business courtesies, other than in accordance with the Gift & Entertainment Policy. A central register of gifts and hospitality is kept. This contains complete details of any entertainment, hospitality or gift accepted. Gifts and Entertainment Policy has further guidance on this. 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 and 50: 49 Art’otel engagement survey All
Page 51 and 52: 51 As required by local ordinances,
Page 53: 53 ‘Go Art’ training All new ar
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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