Employee Induction Handbook
Welcome to the team! Novotel Cairns Oasis Resort is a property that is currently undergoing significant changes and the next six months will see many new initiatives, services and standards implemented. It is an exciting time for the resort, especially with the refurbishment due for completion in June 2008 which will reinforce our reputation in Cairns as the premier 4 and a half star resort. While we have undoubtedly a beautiful resort, we can not begin to satisfy the needs of our guests without the right team and service focus. Our guests want to swim in our pool, eat in our restaurant, sleep in our beds- and they want to meet you! At the most basic level of customer service, my expectation is that every guest will be greeted with a smile and a welcome. We will then attend to their needs in an enthusiastic, polite and helpful manner. We will always find a way to wow our guests. Any hotel can provide a great holiday destination, but only a hotel where the team genuinely cares can ensure our guests come back for their next holiday. As you will soon learn, there are many opportunities for growth and development within Novotel Cairns Oasis Resort and within Accor. I encourage you to speak with your manager, or the Human Resources Manager so that we can put together a development plan just for you. There are many advantages of working for an international hotel and tourism company such as Accor, and the ability to establish your career here is certainly one of them. Once you have read this handbook, if you have any further questions regarding the hotel or your employment, please do not hesitate to contact me, or any one of the management team who are here to make your job easier. Once again, welcome to our team and all the very best for your future with Accor.
Kind regards Greg Erwin General Manager
How This Book Works
SECTION ONE INFORMATION ABOUT YOUR HOTEL This contains all the important information you need to know before you start work. Please read through this section to learn all there is to know about the Novotel Cairns Oasis Resort. At the end of this section you will need to sign the acknowledgment form and ensure your induction checklist is completed by your trainer and returned to human resources.
SECTION TWO YOUR THREE MONTH PLAN This section contains your three month learning and development plan. It covers what learning and development activities you need to complete on your first day, within the first two weeks and within your first three months.
After you have successfully completed your qualifying period, a personalized development plan can be implemented which may include; on the job training, leadership development and customer service programs through Academie Accor and Accor on line learning options.
SECTION ONE INFORMATION ABOUT NOVOTEL CAIRNS
OASIS RESORT
Essential Hotel Information
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Novotel Cairns Oasis Resort 122 Lake Street, Cairns QLD 4870 Ph: (07) 4080 1888 Fax: (07) 4080 1889 www.novotelcairnsresort.com.au Accommodation 314 guest rooms are located in four accommodation blocks; Anchorage, Barrier Reef, Coral and Daintree, these consist of :
Double/Double Rooms King Rooms Triple Rooms Special Access Twin Rooms Suites 180 90 33 3 8
Hotel facilities Free-form swimming pool with sandy beach Undercover Parking 24 hr Room Service Guest Laundry facilities Guest microwave and ice machine located in guest laundry Group check-in desk/area Restaurant and two bars Currency exchange 24 hour reception Lobby Shop Gym & Pool In room facilities Private balconies In-room safe Iron and ironing board Hairdryer Mini bar In-house movies/Cable TV Tea/coffee making facilities Individually controlled air-conditioning Hotel services Child minding on request Tour desk Concierge Massages Taxi bookings
Food and Beverage Facilities
Insert picture of your hotel here
Dining Springs Restaurant is located on a split level to the foyer, overlooking the lagoon pool. We have capacity for 360 guests, which includes 130 on the terrace. Trading hours: Breakfast Buffet 0600 - 1000 (11am Sunday) Lunch (Coffee Shop Style Menu) 1000 1800, is available at
the Sand Bar
Dinner (a la carte/ buffet/group meals) 1800 - 2200
Bars Oasis Bar: Concept - casual, pre and post dinner drinks. Location - entrance from foyer, opposite guest lifts. Capacity - 150 seat incorporating indoor and terrace area. Trading hours - 1600-2400, daily. Sand Bar Concept Fun and relaxing, offering swim up and cabana bar, themed cocktails, lunch and light snacks are served from 1000 Location - far side of pool area Capacity - 40-50 guests under cabana plus 30 additional lounges along the poolside and beach. Trading hours - 1100 1800 daily
In Room Dining Available breakfast, lunch, dinner and light snacks. Trading hours - 0630 - 2200. Night Walkers menu available after 2200. Conference & event facilities Mango Room Conference and small banquet room/function room Capacity - banquet 30 guests theatre style 40 guests Sahara Room Conference and large banquet / function room Capacity 80 guests
Whos Who the hotel management team
CAROLYN RASMUSSEN JULIAN MORRISON Sales Manager Executive Housekeeper Housekeeping & Laundry Supervisors; Christtine Seiler Anne Marie Stevenson, Sridhar Medavarpu, Graeme Campbell McClair, Lydia Dialo
ANGELO SERAFIN Chief Engineer PHILIP NEWLAND Director of Sales GREG ERWIN General Manager
KIM DORWARD Human Resources ANDY SLAVIN Executive Assistant Manager FIROZE WADIA Front Office Manager Assistant Manager Jessica Jones Rob McAuley Michael Hooper
BOBBY BERG Food and Beverage
Manager
MARK CARRETTE Executive Chef PHILIP BYRNES Sous Chef
Manager
RHU LAURENSON
TRACEY NORMAN
TAMARA REEVE Human Resources
GREG BUZACOTT Financial Controller
Purchasing Manager
Revenue Manager
Stella Miles Sandra Brooks Andrea Schnapp Food and Beverage Supervisors
Coordinator
SHARYN MANSON Accounts Payable Manager
MARK THOMSETT Credit Manager
First Impressions How we communicate
First Impressions are vital with the hospitality industry. Our guests and visitors make a judgement of our resort and us as employees constantly. These judgements can be referred to as Moments of Truth. Each Moment of Truth whether it be check in at reception, breakfast service in the restaurant or when they first open the door to their room contributes to their perception of the hotel and our ability to deliver on our promises. Below are some basic expectations we have of every team member when it comes to interactions with our guests. While we will be doing many training sessions as a team on customer service, it is important from your first day that you are able to provide a high level of service to every guest to the best of your ability.
The Five Ten Rule The five ten rule is a basic tool which is easy for everyone to remember throughout your day. It goes like this. Every time you are within ten metres of a guest or a fellow team member- you smile, make eye contact and acknowledge the guest. Once you are within five metres you greet the guest (or team member) with a good morning/ afternoon/ evening. If we all remember this rule every day- we are well on our way to offering the best customer service in Cairns!
W or ds 7 %
B ody Lan guage 5 5 %
T on e of V oi ce 3 8 %
The way we communicate; Did you know that the words we use equals only 7% of the way we communicate to our guests? Interesting to note how much body language and tone of voice effects the message our guests and colleagues here. However it is important to remember to be careful with the words we use Remember we are in a professional environment and as such we must watch our language and slang. Tryyoure welcome instead of no worries or no problem thank you instead of cheers or thanks
How we greet our guests on the telephone: If the phone call is an external call; Thank you for calling the Novotel Cairns Oasis Resort this is how may I help you? If the phone call is internal; Good morning/ afternoon housekeeping/ Springs Restaurant/ reception etc this is. how may I help you?
Stand tall, walk tall
We are always on show when in the hotel- so remember to walk with purpose, but dont run! Watch your posture and body language to ensure it is positive when talking with any guest or fellow team member.
First Impressions Personal Presentation Standards
Why do we have presentation standards? Marketing for a hotel is more than stating room rates and the hotel facilities. All that we advertise creates expectations and guests come to us with preconceived ideas of how the hotel will look, including the staff. We must honour their expectations. Accors standards for personal presentation have been developed for all employees as being appropriate to our guests expectations. You are required to follow these standards at all times as part of your employment. Hair Must be neat and clean at all times. Long hair should be tied up and once secured should be above the collar. If working in the kitchen, a hair net is to be worn by all staff members. F&B Servers with long hair, must have their hair in a bun. Hair accessories should match with the uniform provided. No extreme hairstyles or colours will be permitted. Footwear Reception/ Office Female - Black court shoe, low heel, no lace ups, no wedges, must be closed in heel and toe. Pantyhose are optional. Reception / Office Male - Flat, black lace up or slip on shoes. Concierge Black athletic shoes and black socks F&B Females and Males As with reception plus non slip sole Housekeeping White clean sneakers Make up If you choose to wear Make up; it should be used to enhance your features. Light, subtle tones - neutral, earthly colours are to be used. Jewellery All jewellery should be kept to a minimum. No more than one ring may be worn on each hand (except for ladies wedding and engagement rings). Earrings must be small studs. No more than one ear ring per ear, to be worn only in the lower lobe. No neck chains or anklets are to be visible. No facial studs will be permitted under any circumstances. No jewellery is permitted for Food and Beverage staff. Facial Hair Employees are required to shave prior to commencing work. Existing beards and moustaches should be neat and trimmed.
Other No visible tattoos or shower daily, use deodorant, brush teeth at least daily. All nails to be clean and short. Clear nail polish only and no polish permitted for Food and Beverage staff. Uniforms must be clean, in good repair, ironed and worn correctly.
Important information for your employment
Car Parking
Car parking is available for staff free of charge in the vacant block beside the resort.
Staff Meals
Hours available; Lunch 1130 1330 Dinner 1700 1900 Subsidised cost - $4.50 full buffet $3.15 Cold $1.15 dessert
Changing Rooms & Lockers
You will be assigned a locker. The key is your responsibility and a charge will be deducted from your final pay if it is not returned or if it is lost. Please keep the changing rooms tidy by keeping all belongings in your locker.
Staff Entrance
You will be allocated a staff pass card. You can enter using the staff entrance door located in front of the main entrance outside the footpath. This is the only entrance and exit for all staff.
Smoking
Employees are not permitted to smoke on the premises at anytime. If smoking off premises, you must change out of your uniform and be on the pavement.
Use of Facilities & On Site Policy
Our facilities are for the sole use of our guests and employees who are staying on a guest for a night pass or anniversary bonus. If you are on site outside of rostered hours, you must advise the Assistant Manager on duty when you arrive and when you depart.
Right of Search
The Resort reserves the right as and when required to search lockers and employees belongings whilst entering or leaving the premises. The right forms part of your employment conditions and can be carried out by the Resorts Assistant Manager or by any other person designated by the Resort in the presence of one other employee.
Lost Property
All lost property must be taken to housekeeping or the Assistant Manager on duty after hours. Failure to do so may result in disciplinary action and possibly termination of employment.
Notice boards and Human Resources Information Folder
Make sure you check out the staff notice boards in the canteen and in your department for updates on everything from internal vacancies, staff specials, OHS and activities.
Media handling
Working in a Resort is sometimes high profile and media attention can be attracted for various reasons. The only employee who is permitted to speak to the media is the General Manager. In instances, where the media start asking you questions, be polite and friendly, find out who they are and where they are from and advise that the best person to answer their questions will be with them shortly. Then quickly, pass this message to your Department Manager who will then inform Greg, our General Manager.
Rosters
Your roster will be posted at least four days in advance. Any changes within the seven days must be by mutual agreement. Requests should be given as far in advance as possible to avoid any disappointment.
Phones
There are two phones located outside the staff canteen for staff use. All mobile phones must be kept in lockers unless you have permission to carry one with you while on duty. Formal disciplinary processes will result if employees are in possession of their phones or if they make unauthorised calls on hotel phones. Please also ask your manager or supervisor if you are unsure.
E-Learning Centre
The computer in the staff canteen is available for all staff to access our ELearning Sites. You can also access all Accor websites, along with important useful sites such as Department of Immigration and Australian Tax Office.
Keeping Cairns Green
The Resort has many environmental initiatives in place such as; Newspaper recycling Office paper recycling Printer cartridge recycling Water conservation Electricity conservation Planting of native fauna and flora No use of harmful chemicals in gardens Minimal use of plastic disposable goods- such as cups and cutlery The health and safety committee address any further environmental concerns and initiative monthly. Any ideas and suggestions are always welcome. Every little bit counts!
Show me the money
Pay Periods
Pays are processed weekly every Tuesday. Wages can usually be accessed from bank accounts from Tuesday evenings through to Wednesday midday.
Timesheets
Timesheets must be filled out and signed by your supervisor at the completion of every shift. You must ensure your timesheet is complete and correct at the end of every pay period. Incorrect timesheets may result in disciplinary action and is considered a serious misconduct issue.
Employee Action Forms
This form is to be used for any changes to your personal details such as address, emergency contact, bank account and employment status. Please attach to your timesheet or hand to HR for action.
How can I take time off?
An annual leave application form is available from your manager. Annual leave that is due should be taken at times that are mutually convenient to the employer and employee, or with a minimum of 14 days notice. During quiet periods, you may be asked to take annual leave so please communicate with your manager on suitable times to plan leave.
Superannuation
The company pays into a superannuation fund, which you have selected. A list of the funds available is in The Novotel Cairns Oasis Resort Collective Agreement. The amount paid into this fund is guided by the superannuation guarantee legislation. This is your money, so take an active interest in what is happening with your fund by attending the information sessions that regularly occur in your Resort and reading the literature from your fund.
Novotel Cairns Oasis Resort Employee Collective Agreement
Your minimum terms and conditions affecting your employment are outlined in Novotel Cairns Oasis Resort Employee Collective Agreement 2007. A copy is also available from your Human Resources Department, from your manager or in the Staff Canteen. You are encouraged to become familiar with this document. There are some flexible options available in regards to annual leave which are well worth considering!
What happens if Im sick?
If you are a permanent employee, you are entitled to sick leave if you are too unwell to attend work. You must notify your Manager or the Assistant Manager on duty of your inability to attend work at least three hours prior to your shift and the estimated duration of absence.
The Serious Business of Running a hotel
Creating a fun and enjoyable work environment for all our staff is our first priority, so please understand that the following incidents of misconduct will not be tolerated under any circumstances and dismissal or disciplinary action may result;
Repeated tardiness or absenteeism Being unfit for work due to alcohol or drug abuse Drinking alcoholic beverages or using illegal drugs whilst on duty Dishonesty Insubordination Violating fire and safety regulations Damaging, destroying, wasting or defacing company property Falsifying timesheets, wage records, documents or company records Possessing lethal weapons or attempting to bring them on company premises Smoking on the premises Unauthorised use of company telephones for personal reasons Unauthorised use or possession of mobile phone while on duty Absence from assigned job or work area without authorisation Disclosure of confidential guest or staff information Failure to hand in guest lost property Lack of personal cleanliness, hygiene or below standard grooming Poor performance, carelessness or low productivity Vulgarity, disrespectful conduct, failure to treat guests, management or fellow employees with courtesy Offering complimentary or discounted F&B to guests or staff without prior authorisation from Management Unauthorised removal of company property from the premises Harassment of any form to either a guest or staff member This list is not exhaustive. The Human Resources Manager will be involved at each step of the disciplinary process to ensure that an employee is not treated in a harsh, unreasonable or unjust manner.
Abandonment of Employment
All employees must be aware that failure to turn up to two consecutive (rostered) shifts may be deemed as being abandonment of employment and result in termination.
Its all about you.
Guest for a Night
As a new employee, we would love you to experience the hotel through the eyes of our guests. Upon the completion of your first week of employment (& upon the return of your Induction checklist & First week questionnaire) you will receive a Guest for a Night Voucher. If you are employed in the Rooms Division you will receive a voucher for a nights accommodation plus breakfast for two. If you are employed in the Food and Beverage department then you will receive a voucher for dinner in the restaurant up to the value of $80 plus a complimentary bottle of wine. If you are employed in a support function, you will be able to choose between these two options. Enjoy your dinner or accommodation and remember what it is like to be a guest for a night!
Carte Bienvenue
At the completion of twelve months of service with Accor you will receive an Accor Card. This card entitles you to accommodation and F&B discounts at Accor hotels worldwide. See information in staff canteen or HR for further information on how to book.
Employee of the Month & Year Awards
Every employee has the opportunity to nominate another employee for these awards. Nomination forms are available in the staff canteen. Employee of the Month receives a certificate, $100 bonus & opportunity to win employee of the year. Employee of the Year - $1200 worth of flights and accommodation
Anniversary Bonus
At each anniversary of your start date at the resort, you will receive; One nights accommodation Dinner for two at Springs Restaurant Breakfast for two
Accor Xtras Card
Also after twelve months of service you are eligible for an additional discount card for a one off fee of $10. This entitles you to discounts on many products and a newsletter will be posted monthly on specials available.
Academie Accor On Line
Hundreds of personal and professional development courses are available on line free of charge to all employees within Accor. You can even share with your friends and family! See HR for a log in and password for this wonderful tool. Courses include; Beginners, Intermediate and Advances self paced modules in all Microsoft Office Programs Leadership Development Courses Sales Based Techniques And many more topics for you to explore!
Learning & Development Opportunities
Throughout your employment at Novotel Cairns Oasis Resort you will participate in training and development courses to assist you in your day to day role and also so you can further develop skills to assist you in your career goals. This training will be a combination of; 1) On the job training On the job training is continuous and takes place every day. A day is wasted if you do not learn something new! 2) Department specific training This may include courses such as Chemical training, Advantage Plus, Hygiene, Responsible Service of Alcohol, Reservations Sales Training and Armed Hold Up. 3) Academie Accor developed courses- see below for further details 4) Health & Safety Training Health & Safety training on offer includes First Aid, Fire Warden training, Elmo on line training, Evacuation training. 5) Academie Accor On Line Learning- see below for further details We are committed to ensuring you receive the best possible training both as a new employee and as you develop your skills within the resort. Please ensure your manager and the Human Resources Manager is aware of any training needs you have, or development courses you would like to attend.
Working within Accor provides many benefits, and having access to the offerings of Academie Accor will assist you in achieving all your goals. Academie Accor is our inhouse training academy. Being a registered training organisation means you can gain nationally recognised qualifications while you are working- and at no cost! Such opportunities include; Certificate Two in Hospitality Operations Certificate Three in Hospitality Operations Certificate Four in Supervision Diploma in Hospitality Management Also available on our monthly training calendar are our Leadership Development Program courses such as; Managing Employee Performance Managing Customer Complaints License to Hire (Interviewing techniques) Role of a Leader Delegation Building Teams Effective Communication & many more! Dont forget about Academie Accor On Line either for great courses on line that you can complete in the privacy and comfort of your own home at no charge! Simply see HR for a username and password
Sample Timesheet
Emp No Full time Part time Casual (Office Use Only) Normal Hours Banke d Hours Staff Initials Superv Initials Ord Time Banked Hours Weekend Hours Overtim e Night Load Public Holiday
Name
Week Ending
Dept
Date Tues Wed Thurs Fri Sat Sun Mon
Dept
Start
Stop
Start
Stop
Casual
Sick
Total Hours Signed Employee Signed Manager
Health and Safety Frequently Asked Questions
What happens if I have an Accident while at work?
We are committed to providing you with a safe working environment. However, accidents do happen, if you have an accident while you are at work, you must report this incident to your supervisor so that the Assistant Manager on duty can be notified. Once this occurs, you will be asked to fill out an Incident Report Form. This form is enclosed in this handbook. Filling out this form correctly is very important. In the event that you require workers compensation, this form will help make the processes faster.
Who do I talk to about any health and safety concerns?
You first point of contact if you have any concerns about anything regarding your employment is your supervisor. However, when it comes to health and safety, your department will also have a health and safety representative who is responsible for addressing any specific concerns. The hotel Health and Safety Committee meets monthly. Representatives from every department are involved. Responsibilities include; Investigating accidents Safety inspection walks Reviewing changes in work practices and new equipment, Making recommendations to hotel management on health and safety issues.
Where are the First Aid Kits?
First Aid kits are located in; Engineering Workshop Assistant Managers Office (Front Office) Human Resources Housekeeping Managers Office Kitchen Pool Bar
What do I do if I witness a major accident or find someone with an injury?
If you witness a major accident, or find someone with an injury, notify your supervisor or the Assistant Manager on duty immediately.
Emergency Procedures
Fire Evacuation
In the event of a fire, you will be directed to evacuate via the public address system. If you are working on guest floors, if safe to do so- close any doors and windows and place any equipment you may be using (such as housekeeping or porters trolleys) into the nearest storeroom or guest room. Direct any guests towards the nearest fire exit and follow the exit signs out to the assembly point. If you are working in the restaurant, bar, kitchen or reception there may be other tasks you need to complete before evacuating, so please become familiar with your specific role in an evacuation on your first day. The Assistant Manager is the Chief Fire Warden and is responsible for directing all staff and guests until the arrival of the fire brigade. Throughout the resort are approximately 15 other Fire Wardens, you will assist the Chief Fire Warden in ensuring the safety of all involved. You will find a list of these qualified fire wardens on department noticeboards and on the health and safety noticeboard. The most important things to remember is to stay calm and ensure personal safety and the safety of those around you by evacuating and assisting others to evacuate as quickly as possible.
Discovering a Fire
Immediately activate the Manual Call Point (break glass alarm) This will set off the pagers and alert the Fire Brigade. Ensure there is no immediate danger to guests or staff within the area that may need your assistance. Go to the nearest telephone, dial 777 and inform the telephone operator of your name and location of fire. Unless you have had specific training, such as Fire Warden Training then you should not attempt to put out the fire. No staff member is employed to fight fires! However if you have received training in operating a fire extinguisher or fire blanket, then you may attempt to put out a small fire. A small fire is generally regarded as the size of a waste paper bin. Unless your safety is threatened, stay in the immediate area to provide direction and assistance to the fire fighting team. Never attempt to fight a fire until the alarm has been raised.
Assembly point
Vacant lot on the Florence Street side of the resort behind (D Block)
Other Natural Emergencies
The resort has a comprehensive emergency plan for situations such as cyclone, storm and tsunami warnings. A step by step process will be communicated and you should look to the Assistant Manager or your direct supervisor for direction and communication. Copies of the Emergency Procedure Manual can be found in each department.
IRI001a
INCIDENT REPORT AND INVESTIGATION FORM
Date incident occurred: _________________________ Time: _________AM / PM Report Number :________________________ Exact Location: _____________________________________________________________________________________________ Department :___________________________________________ Occupation : _________________________________________ Reported to:___________________________Time:________________________Date:____________________________________ Duties worker engaged in at the time of injury: ______________________________________________________________________ _________________________________________________________________________________________________________ PERSONAL INJURY Name ________________________________________ Address: Occupation: ______________________________ Witness by:_______________________________ Address of Witness: __________________________Phone: __________________ INJURY DETAILS NATURE OF INJURY: Note: Multiple Injuries, show major injury with asterisk. Cuts & Abrasions Burns & Scalds Sprains/Strains Fractures Amputations Concussion Occupational Disease Dermatitis Lacerations Foreign Body Puncture Infection Bruising Open Wound Internal Dislocation BODY PART INJURED: .
Other: _____________________________________________________Treatment Rendered: treated by first aid unfit for work sent to co. doctor sent to own doctor sent to hospital restricted duties Date: _____________________________________________ return to work
By Whom:_____________________________________________
DESCRIPTION OF INCIDENT: Clearly state how the incident occurred and include procedure, plant, personnel and process involved. Attach photograph and sketch
Signature of person making entry: Position title: Date:
MANAGER TO DETERMINE EXTENT OF INVESTIGATION BASED ON RISK ASSESSMENT; ie Low Moderate High Extreme
Managers Signature: PROPERTY DAMAGE (if applicable) Description of Damage: Date:
Is estimate of damage in excess of $550 Was activity part of normal duties?
YES
NO YES
Incident reported to the Police? YES NO NO Third Party Involvement? YES Ie: Non company employee, contractor and/or property.
NO
INCIDENT INVESTIGATION
The objective is to obtain the facts so that preventative action can be taken NOT to fix blame. What were the causes consider environmental conditions, job procedures, job and equipment design, training and personal factors which may have contributed to the incident.
___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ________________________________________________________ ACTION NEEDED TO PREVENT A RECURRENCE
action to improve clean up order job safety analysis equipment repair or replacement improve design or construction installation of guard or similar change to work procedure
correction of congestion action to improve inspection improved personal protection re-instruction of others order use of safer materials review induction and training
re-instruction of person(s) involved discipline person(s) involved order regular job instruction temp/per relocation of person(s) check with manufacturer job design change
WHAT FURTHER ACTION REQUIRED By whom? ___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ __________ Date:_________________________ Managers Signature: _____________________ HEALTH AND SAFETY REPRESENTATIVE'S COMMENTS ___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ ___________________________________________________________________________________________________________ __________ Date:_________________________ Managers Signature: _____________________
ALL IDENTIFIED RISKS AND CONTROL ACTIONS SHALL BE ENTERED
INTO THE RISK MANAGEMENT REGISTER BY THE RESPONSIBLE MANAGER. Incident Reporting Process
Duty Manager 1. Investigated and report filled out and numbered.(DDMMYY) 2. original goes to Human Resources 3. Copy to relevant HOD Human Resources. 1. accesses if Workcover is required 2. Konekt notification is actioned 3. original is passed to WH&SO
Incident occurs
WH&SO 1. accesses and investigates if required 2. notates investigation comments 3. takes immediate action if incident may cause further harm
Emergency if dangerous hazard exists notify WH&SO directly Ext 893
Finalized report (copy) is returned to Duty Manager, & original to Human Resources
And last but not least. Whats Accor all about?
Now you know all about your hotel, it is also important to understand that as a new employee of Novotel Cairns, you are also part of a wider hotel group, which spans the globe offering many benefits and opportunities to you. Accor began in France in 1967 and continues today as the worldwide leader in hotel, tourism and corporate services, employing 168,000 people in 140 countries.
The Brands
The strength of Accor is in the diversity of our product. With a brand to suit any budget and requirement, Accor covers all market segments with a consistently high quality hotel brand. Sofitel : is Accors five star hotel brand offering 145 prestigious hotels and resorts in the worlds most desirable business, resort and cultural locations. Sofitel focuses on travellers looking for luxury, superb service and a personal refined atmosphere. Pullman: offers the right balance of calm and sociability so that every traveller whether alone or in a group, can rest, recuperate, find entertainment or continue to work. Grand Mercure: encompasses boutique hotels in prime city and country locations. These hotels have a strong individual personality, unique to their environment. Novotel : Great value, international standard accommodation with warm, friendly service and a full range of facilities. Ideal for business travellers or for holidays with many leisure packages available. Mercure : With locations in city centres, business, historic districts or tourist destinations, Mercure ensures that everything is in harmony with the local environment and our guests needs. All Seasons : offers all the basics at a great rate. Guests enjoy the local character and friendly welcome of a small hotel. Ibis : renowned as the most consistent, value for money hotel brand, Ibis is located in convenient city, regional and suburban areas. Formulae One: are located in city and regional areas, close to transport, food outlets and services. Offers consistent style of accommodation at budget rates.
Our Values
Our values are important to us, as they are a set of guidelines of behaviour which are expectations consistent throughout the group worldwide. Our values are a vital part of our company culture. These values are;
Performance; We set high standards for ourselves everyday, both as individuals and in our teams, so that we can give our
best and maximise our performance.
Spirit of Conquest: We take risks and combine boldness, initiative and team spirit in order to grow and expand Innovation: We know how to look ahead, anticipate and act differently, in order to develop new solutions that drive progress. Respect: We recognise and value both men and women around the world in all their diversity, whether inside or outside the
group. We recruit, train, evaluate, reward and recognise all employees with fairness.
Trust: We build relationships and create a climate of trust amongst us all. We encourage personal initiative and risk taking by creating conditions favourable to building self esteem, by delegating and by acknowledging that people can make mistakes.
Advantage Plus
The Accor Advantage Plus program began over ten years ago and now has over 125,000 paying members in Australia and New Zealand and over 30,000 members in Asia. The program offers a range of benefits and special offers at our hotels and restaurants as well as competitive rates with our partners for car rental, cruises, entertainment and holiday packages. Discounts offered include; 15% off the best accommodation rate of the day Dining discounts: 50% off food when two people dining, 33% off when three people dining, 25% when four people and so on. Complimentary upgrades subject to availability Additional 5% off any advertised special or package Our Advantage Plus guests are VIPs and extremely important to our ongoing loyalty and profitability. Please familiarise yourself with these discounts and ensure our Advantage Plus guests are offered the special treatment they deserve.
Thank you and Welcome
Thank you for taking the time to familiarise yourself with this important information about Novotel Cairns Oasis Resort and Accor. Communication is the key to any successful relationship, so we will continue to keep you updated, trained and informed on any new initiatives and procedures around the resort. In regards to our values in the previous page, on a personal note, I believe we can build and create a fun, rewarding and successful team if we begin with the values of Respect and Performance. I encourage you to reflect upon these values in your every day work and personal life, as without a commitment to these two values then we cannot achieve our personal and professional goals. Never hesitate to contact myself or Tamara in the HR office if we can be of any assistance in making your work experience here more enjoyable. Dont forget to return the following page to the HR office along with all other forms marked copy and then within your first week- return your first week questionnaire and your Induction Checklist. Welcome once again! Kim Dorward Human Resources Manager
Acknowledgment of receipt I,. employed by the Novotel Cairns Oasis Resort Cairns in the position of. acknowledge receipt of the Employee Handbook issued to me and I have thoroughly read and understood its contents. I sign below in agreement to observe and abide by all policies, procedures and regulations as specified and I will accept responsibilities, obligations and consequences as laid down in this Handbook and further up dates as they become known to me via the variety of tools for communication around the Resort.
Signature Date
: :
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