Final Handbook May 2013v1

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Employee
Personal Guide
“Our Experience. Your Success”.

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BLACKAND WHITE HOSPITALITY
BLACKANDWHITEHOSPITALITY operate a number of hospitality properties throughout the UK.

These properties include hotels, health clubs, luxury spas, pubs and conference venues. We
provide full service operations including sales, finance, development and human resources to the
hotels that we help manage.
Your employment is with the employer specified in your contract of employment; however the
provisions of this non-contractual handbook will act as a guide to your employment.
You may spend many hours in work so let’s all enjoy working together and make this both a
memorable and pleasurable stay for guests and a positive experience for all employees.
Remember informed knowledge will enable you to present a better service to our guests, who in
turn will reward you with their business time after time.
Our services are something we feel passionate about. Through exciting new concepts for
customers and staff alike, we aim to offer service, efficiency and reliability to ensure each
facet of the businesses that we work with works right, first time, every time.
We believe in a philosophy of achieving quality service as a means to a long-term profit growth,

and which is essential to ensure the prosperity and well-being of our customers and staff.

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CONTENTS
EMPLOYMENT
References 06
Advice and Welfare 06
Right to work in the UK 06
Personal Details 07
Data Processing 07
SALARY CONDITIONS
Basic Salary 07
Payment 07
Income Tax and National Insurance Deduction 08
Advances, Overpayment and Error in Pay 08
Policy regarding bonus and/or Commission 08
Review 08
Pension Scheme 08
Private Health Care Insurance 08
Expenses 08
Deductions for Loss Brought about by an Employee 09
WORKING HOURS
Hours of Duty 09
Overtime 09
Probationary Period 09
Working Time Regulations 09
Night Work 10
Health Assessment 10
Alternative Employment 11
Timekeeping 11
Employee Meals/Breaks 11
General Absence 11
Special Leave 12
MATERNITY & PATERNITY AND ADOPTION LEAVE

IVF 12
Ante Natal Care 12
Pay and Benefits during Maternity Leave 13
Adoption Leave 14
Transfer of Maternity or Adoption Leave 14
Flexible Working 15
Parental Leave 16
Paternity Leave 16
SEVERE WEATHER AND DISRUPTIONS TO TRAVEL

Reporting for work 17
Accepted Absence or Lateness 18
Leaving Work Early 18
Health and Safety 18
SICKNESS POLICY AND PROCEDURES

Notification 18
More than Seven Days Policy 19
Medical Certification 19
Alternative Duties 20
Expected Behaviour during Sickness Absence 20
Sickness Absence Rules 20
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Statutory Sick Pay (SSP) 21

Absence Management Procedures 21
Long Term Absence 22
HOLIDAY ARRANGEMENTS
Holiday Entitlement 22
Holiday Entitlement on Leaving 23
Paid Holiday in Excess of your Entitlement 23
Financial Loss 23
Violation is a Disciplinary Offence 23
Sickness Prior to or During Holiday 23
DEALING WITH PROBLEMS AT WORK

Capability Procedure 23
Capability Process 23
Capability Meeting 23
Review Meeting 24
DISCIPLINARY RULES AND PROCEDURES

Objectives and Procedures 24
Investigation 24
Appeal Procedure 25
Grievance Procedure (Non – Contractual) 25
Termination of Employment 26
INTERNET AND EMAIL ACCEPTABLE USE POLICY

General Information 27
Employee Obligations 27
Ownership on Electronic Materials 28
System Monitoring and Privacy 28
Breaches of Policy 28
Social Networking Sites 29
OTHER ISSUES
Equal Opportunities Policy 29
Anti Harassment Policy 30
Remedial Procedure 30
Alcohol, Drug and Substance Abuse Policy 30
Whistle Blowing 30
Stress Policy 32
Confidentiality of Information 32
Conflict of Interest 32
Bribery Policy 32
Data Protection Act 32
APPEARANCE AND PRESENTATION

Professional Presentation 33
Hygiene 35
Uniforms 35
HEALTH AND SAFETY

Policy Statement 35
Accidents 36
First Aid 36
Eyesight 36
Manual Handling 36

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GENERAL RULES AND PROCEDURES

Code of Conduct 36
Understanding how Sanguine Works 37
Managers Instructions 37
Standards of Behaviour 37
Communication 38
Lost and Found Policy 38
Employee Entrance/ Exit and Off Duty Employee Members 38
COMPANY PROPERTY AND DOCUMENTS

Environmental Policy 39
Lockers 39
Copyright Act 39
Regulatory Requirements 39
Licensing Law 39
Cash Handling 40
Cashing of Cheques or Credit Cards 40
Telephones 40
Personal Property 40
Security 40
Right of Search 41
Theft Prevention Policy 41
Swipe Cards / Security Cards 41
Hotel Keys 41
Mobile Phones 42
Smoking at Work 42
Changing Personal Details 42
Fraternising with Guests 42
Personal Relationships 42
Alterations to Employee Handbook 42
TRAINING AND DEVELOPMENT

Reviews and Appraisals 43
Internal Vacancies 43
EMPLOYMENT
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As a new employee of the Company, the purpose of this handbook is to act as a guide and help
and support you throughout your time with us. This handbook is non-contractual and may be
amended by the Company from time to time.
It is the intent of this Personal Guide to cover most events during your employment but no guide
can fully anticipate all circumstances. We therefore reserve the right to alter or add to the policies
and rules of this guide, as circumstances require. You will be informed of any significant changes;
however, you should ensure that you always refer to the most up to date personal guide if you
have any queries.
In this Personal Guide, reference to "the Company" means both your employer and Interstate
Hotels and Resorts.
If you have any questions about the contents, please address them to your Line Manager.
Principal Statement of Terms

On starting your employment you will receive a document called ‘Statement of Terms of
Employment’. This document contains details of your principal terms of employment in a
particular role within the hotel.
Personal Guide
This personal guide contains the policies that apply across the Company.
References
Your employment is subject to the receipt of satisfactory references. We will apply for two
references from your former employers. Any offer of employment is subject to what we consider
to be ‘satisfactory’ references being received by us before we confirm your appointment.
Within our sole discretion, your employment may not be confirmed or may be terminated if we
receive what the Company deem to be an ‘unsatisfactory’ reference.
Right to work in the UK

All offers of employment are conditional on your satisfying us that you have the right to work in
this country. Usually this is established by your producing a valid UK passport or a foreign
passport endorsed with a current UK visa in a class which permits you to work here. Other
evidence may be accepted and further details are available from HR. You will not be permitted to
start work for us until you have satisfied us of your entitlement to work in this country.
Advice and Welfare

All matters concerning employment, working conditions and personal welfare are the concern of
the Human Resources Manager and team. The Human Resources Manager will be pleased to
discuss any matters with you, in the strictest confidence.
Personal Details
The Company may hold personal information about employees in both manual and electronic
form. This includes videotape evidence of movements within Company premises. This information
is used solely for legitimate employment and security purposes; it is only disclosed to those who
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are authorised to use it for these purposes.
Data Processing
Personnel data will be processed fairly and lawfully.
It is the responsibility of each employee to inform the Human Resources Department of any
changes to their personal details or status, including: surname, address, telephone number,
marital status, and emergency contact details. Such information is important, among other things,
for the correct benefit cover where appropriate to be arranged and so that someone can be
contacted in the event of an emergency.
If at any point during your employment the Company need to ask your Doctor/Consultant for a
medical report, we will obtain your consent under the Access to Medical Reports Act 1988.
Personal data will be processed in accordance with your rights under the Data Protection Act
1998 and will not be transferred to a Country or Territory outside the European Economic Area.
Policy Statement
The Company holds personnel records for employees and complies with all requirements of the
Data Protection Act 1998.
You consent to the Employer processing personal data and sensitive personal data (as defined in
the Data Protection Act 1998) concerning you in its manual and computerised/automated filing
systems internally and, so far as is reasonably necessary, externally, for the purposes of
complying with statutory requirements, meeting the Company's legitimate interests, properly
conducting the Company's business, complying with the terms of this contract and for all
purposes in connection with your employment with the Company. Bookmark
You consent to your personal data and sensitive personal data being transferred to and
processed for the purposes above by the Bookthethe Company and their employees; Bookmark
professional advisors of the Company; Bookmark any third party providing services to the
Company for the benefit of its employees; Bookmark HM Revenue & Customs or other
authorities; and Bookmark prospective purchasers of all or any part of the Company's business in
return for suitable confidentiality undertakings regardless of the country to which the data is to be
transferred Bookmark
SALARY CONDITIONS
Basic Salary
Your annual salary and/or basic rate of pay is stated on your offer letter and/or Terms and
Conditions of Employment. This figure represents the gross amount of money you receive.
Payment
All employees are paid monthly on the last Friday of the month, by BACS into their bank or
building society account. To ensure payment is correctly made, you are requested to provide full
details of your bank or building society account to the Human Resources Department on your first
day of work.
When you first join the Company, the calculation of your first month’s pay will be pro-rata for the
number of days you work to the total working days in that month.
Your personal itemised confidential payslip is issued on or before pay day and details gross pay,
deductions and net pay. Any query about how your pay is calculated should be taken up with your
Head of Department.
Payslips will be distributed to your Head of Department who will ensure individual distribution at
departmental level. If you are unable to collect your payslip, you can arrange for someone to
collect it on your behalf providing they have a letter of authority from you. They may be asked for
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identification, or refused, if we are not satisfied that they are authorised by you.
Income Tax and National Insurance Deduction

To ensure that the correct tax, National Insurance and other deductions are made from your
wages, you are required to submit your P45 and National Insurance Number on the first day of
work.
If you do not possess a P45, you are requested to obtain a P46 from the Human Resources
Department. If you do not have a National Insurance Number, you must obtain one from the Work
and Pensions Department. You must complete and hand these into the Human Resources
Department.
After the end of each tax year, the Company will issue the appropriate forms showing the total
pay and relevant deductions and in certain circumstances other benefits paid to you during the
tax year. Keep these forms and documents safe. You are responsible for the necessary records
documenting your tax obligations.
Advances, Overpayment and Error in Pay

Before we agree to make any payment in advance of your normal entitlements you will be
required to sign an authorisation permitting deduction of the amount due from further wages or
salary.
If you realise that you have been overpaid, you are required to bring it to the attention of the
Human Resources Department immediately. Any overpayment will be deducted from your future
wage / salary.
If you fail to bring an overpayment to our attention without delay, we may treat that failure as a
disciplinary offence and it may result in your dismissal.
Policy regarding bonus and/or commission

Any payment of bonus and/or commission is at the absolute discretion of the Company. If you
are eligible to be considered for a bonus/commission, you will be advised separately. The
Company reserves the right to alter or amend commission payments at its sole discretion.
Review
Wages and Salaries are reviewed annually. Changes, which are entirely at the discretion of the
Company, will take effect from such dates as the Company may determine.
Pension Scheme
You may wish to join the Company's registered Stakeholder Pension Scheme but if not, you may
be asked to let us know in writing and your pension will be in accordance with statutory
requirements. For further details please contact the Human Resources Department.
Private Health Care Insurance

The Company does not provide you with a Private Health Care Insurance Scheme.
Expenses
If you are authorised and required to travel away from home on business you are entitled to claim
reasonable travel expenses. You will be advised in advance as to what are ‘reasonable travel
expenses’. All claims for expenses must be made on Company Expense Forms and
accompanied by corresponding vouchers and/or receipts, as appropriate and should be submitted
to the Human Resources Department by the end of the month in which the expenses were
incurred.
Deductions for Loss Bought About by an Employee

We reserve the right to require you to repay to the Company, either by deduction from salary or
any other method acceptable to the Company:
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Any losses sustained in relation to the property or monies of the Company, client, customer,
visitor or other employee of the Company, during the course of your employment caused through
your carelessness, negligence, recklessness, or through breach of Company rules or any
dishonesty on your part.
Any damages, expenses or any other monies paid or payable by the Company to any third party
for any act or omission for which the Company may be deemed vicariously liable on your behalf.
Any amounts of remuneration, expenses or any other payments (statutory, discretionary etc)
which are overpaid to you whether made by mistake or through any misrepresentation or
otherwise including holiday granted in advance of it being accrued; and/,.
Any other sums owed to the Company by you, including, but not limited to outstanding loans or
advances, relocation expenses or excess holiday taken.
WORKING HOURS
Hours of Duty
Due to the nature of the industry, whereby the business may operate 24 hours a day, 7 days a
week, we do not always know when the busiest times are going to be. As a result you may find
that your hours of work and shifts will vary from week to week to meet the requirements of the
customer or the business.
Your hours of work may include split shifts and working on a Saturday and Sunday as part of your
normal working week. You will be given your rota of hours before the commencement of each
week, although this may be subject to some variation during each week and you may be
requested at short notice to vary your hours to meet customer needs. On occasion, you may be
required to work additional hours to properly perform the duties of your job.
Overtime
Whilst we endeavour to keep overtime to a minimum, overtime may be necessary from time to
time and you will be expected to co-operate with any reasonable requests to work additional
hours. Overtime must be authorised in advance by management. Generally, we will try to give
you adequate notice of overtime, although from time to time emergencies will arise where no
notice will be given.
Probationary Period
There will be a probationary period of six months, which we can bring to an end at any time
during the probation if we consider you to be unsuitable for the role in which you are employed.
The Company reserves the right to extend the probationary period.
During probation, you will accrue holiday consistent with current statutory requirements.
Working Time Regulations

We have a duty under the Working Time Regulations to ensure that you do not work in excess of
an average of 48-hours per week, over a rolling 17-week period. If however, you do not wish for
your weekly working hours to be limited, you are voluntarily asked to give written consent that you
no longer wish to be bound by this statutory limitation.
If you have opted out of the maximum working week limitations and you wish to opt-back into the
working time regulations you must give 4 weeks written notice.
The purpose of the Directive is to implement within the workplace guidelines specifically dealing
with the maximum number of hours and days worked in a week and the minimum rest periods to
be taken. The background to this rests in Health and Safety at Work, basically, a recognition that
risks can arise if individuals work for too long a period without sufficient breaks. The guidelines
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do differ for young workers (aged 15-18) and further information can be obtained from Human
Resources.
A maximum average working week is 48 hours over a 17-week rolling period
Minimum Rest Breaks (Unless exempt from the Working Time Regulations)
Adults
If you are older than 18 years of age, you are entitled to a 20-minute uninterrupted rest break if
you work 6 hours or more.
Young Workers (Age 16-18)

If you are between 16 – 18 years of age, you are entitled to a 30-minute uninterrupted rest break
if you work 4 ½ hours or more.
Breaks do not form part of your working hours and are unpaid and must be taken at times agreed
by your Line Manager.
Breaks are not optional, and you must take your break during your shift, you may not tag your
break onto the start or the end of a shift.
Minimum Daily and Weekly Rest (Unless exempt from the Working Time Regulations)
Adults
If you are older than 18 years of age, you are entitled to at least 11 consecutive hours rest in each
24-hour period and 24 consecutive hours in each 7-day period (plus the 11 hours referred to
above on the other 6 days)

If you are between 16-18 years of age, the rest period is 12 uninterrupted hours rest each 24-hour
period and 48 hours off in each 7 - day period.
Night Work
If, during the course of your normal work duties you work, at least 3 hours between 12.00
midnight and 5.00am, your normal work hours shall not exceed an average of 8 hours per 24-
hour period. A special reference period is used for this calculation, so see your Manager if this
rule applies to you.
If your night work involves special hazards, heavy physical or mental strain, you should not work
for more than 8 hours in any 24-hour period. Please see your Manager should you have any
further queries or this rule applies to you.
Health Assessment
Adults
We will pay for you to have a Health Assessment before undertaking night work.

If you are 16 –18 years of age, special arrangements are made for those involved in night work,
and full details will be made known to you by your Manager.
If you wish additional information on working time directive please speak to someone in the
Human Resources Team.
Alternative Employment
Prior permission must be obtained from HR if you wish to undertake a second job failure to do so
may result in disciplinary action being taken. In order to ensure the compliance with Working
Time Regulations you are required to inform HR and or your other employer that you are working
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elsewhere. In the event that the Company considers that there is real risk that your total working
time may exceed the maximum average working week you will be consulted on this situation to
reaffirm your agreement to dis-apply the weekly limit.
Timekeeping
It is your responsibility to make sure that you always report for duty on time. On occasions you
may not be able to avoid being late, in which case you should let the Duty Manager know as soon
as possible who will inform your Head of Department.
Repeated lateness may result in disciplinary action being taken against you. Falsifying
attendance records is classed as gross misconduct and warrants disciplinary action (including
dismissal) following the formal disciplinary procedures.
Employee Meals/Breaks
Where there is a staff restaurant, meals are served for lunch and dinner. Hot and cold beverages
are also available. In line with Working Time Directive, if you work a shift of 6 or more hours you
are entitled to a 20-minute unpaid break. As a guideline if you work a regular 8 ½ hour day you
are entitled to a 30-minute unpaid break.
Where there is a staff restaurant, meals will be available during your working day and should be
taken in the staff restaurant. Employees whose work is spread over 12 hours or more a day will
be entitled to two meals. All breaks must be authorised by Departmental Manager.
All eating/drinking will be done in the staff restaurant. If you wish to leave the premises during a
break you must get the permission from your Departmental Manager on Duty.
General Absence
If you need time off for any reason, you should request this as far in advance as possible. When
you are unexpectedly unable to come to work you should arrange for the Duty Manager to be
notified by telephone a minimum of 2 hours prior to your shift – and in any event by the time you
are due at work. If you are not able to notify your Head of Department personally, you must
arrange for someone to do so, on your behalf.
Unauthorised Absence
If you are absent without leave you will not be paid during that absence and may be subject to
disciplinary action.
Unpaid Leave
Unpaid leave should only be requested if all your holiday year entitlement has been used. It is
within the sole discretion of the Company to grant or refuse your request based on all the
circumstances.
Public Duties
You are entitled to request reasonable time off without pay to attend to public duties such as
councillor or membership of a public body. Please request as per the holiday request procedure.
Jury Service
If you are required to serve on a jury you should inform us immediately. You will normally be
excused from work for the time required and you should ensure that you keep your Manager
informed as to your absence on a daily basis. You will be required to present any documentation
you receive from the Court at the end of jury duty at which time you are required to return to work
Trade Union
Elected union representatives are allowed reasonable paid time off for approved official duties or
approved training. These times must be agreed in advance with your Head of department.

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Military Leave
Military Leave will be granted in accordance with current Statutory Regulations.
Family Emergencies
The Company will consider reasonable time off for family emergencies, which should be taken as
unpaid leave.
SPECIAL LEAVE
Bereavement
Bereavement leave may be granted in the case of the death of your spouse, partner, child,
parent, grandparent, parent in law, brother, sister or other close relative. Whether or not such
leave is paid or unpaid is entirely at the Company's discretion.
Personal
In cases of serious illness at home, other domestic problems or in other exceptional
circumstances, consideration may be given to granting a reasonable period of special leave.
Whether or not such leave is paid or unpaid is entirely at the Company's discretion.
MATERNITY & PATERNITY AND ADOPTION LEAVE
If you are pregnant please do speak to us as early as possible so that we can discuss with you
any particular health and safety risks which may affect you or the baby. By the 15th week before
the baby is due you must tell us (if you haven’t already) when you wish to start your Maternity
Leave. This can be anytime from 11 weeks before the baby is due. We will then write to you to
confirm all the details and state the date we will be expecting you to return to work.
All pregnant employees are entitled to 52 weeks Maternity Leave and this is made up of 26 weeks
Ordinary Leave and 26 weeks additional leave. The first two weeks after the birth are compulsory.
Throughout the Maternity Leave you are entitled to all your non pay related contractual benefits.
If you want to return to work before the end of your statutory maternity leave, you must give us at
least 8 weeks’ notice of when you want to return unless we agree to accept less notice.
If you decide not to return to work you are required by law to give the correct notice if you are
resigning but giving longer is helpful. You are still entitled to Statutory Maternity Pay or Maternity
Allowance even if you are not returning to work.
IVF
You will be entitled to paid time off for antenatal care only after the fertilised embryo has been
implanted. From that point onwards, all entitlements are the same.
Ante Natal Care

All pregnant employees are entitled to paid time off to receive ante-natal care provided such care
is on the advice of a doctor, midwife or health visitor. Where such appointments can be arranged
to take place outside of working hours you should do so. Copies of all appointment times should
be given to your line manager.
We need you to provide us with your MATB1 Maternity certificate which your midwife will give you
when you are about 25 weeks pregnant.
Adoptive Parents must give us the matching certificate or notification that one is being issued
within 7 days of having been matched with a child or as soon as is practicable.
Pay & Benefits during Maternity Leave

To receive Statutory Maternity Pay (SMP) you must have been:
Earning before tax an average that is no less than the lower earnings limit which applies to
National Insurance. This is the amount you have to earn to qualify for benefits. You have to earn
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more than this amount before you actually start paying NI.
Employed by the same employer continuously for at least 26 weeks up to and into the 15th week
before the week your baby is due.
The earliest date that SMP can start is from the 11th week before the week your baby is due and
the latest from the day following the birth.
If you continue to work after the 11th week before the week your baby is due you can choose
when you want your SMP to start. SMP will start from any day you choose, once you have
stopped work to have your baby. This means that your SMP should start from the first day of your
maternity leave.
The start of your SMP will change if:
Your baby is born before the start of the 11th week or before the start of your SMP pay period. If
this happens SMP will start from the day following the birth of your baby
You are off sick from work with a pregnancy-related illness at the start of or in the 4 weeks before
your baby is due, SMP will start from the day following the first complete day you are off sick from
work for that reason.
If you are entitled to SMP and you leave your employment with us:
After the start of the 15th week before your baby is due but before the start of the 11th week –
SMP will start from the beginning of the 11th week before the week your baby is due.
at any time after the start of the 11th week before the week your baby is due and before the start
of
Your maternity pay period, your SMP will start from the day after you left employment.
SMP is paid for a continuous period of up to 39 weeks.
First 6 weeks 90% of your average weekly earnings with no upper limit Remaining 33
weeks Standard rate or a rate equal to 90% of your average weekly earnings. You will get
whichever rate is lower.
Maternity Allowance
If you are not eligible for Statutory Maternity Pay you may be entitled to Maternity Allowance
To claim Maternity Allowance, ask your local Jobcentre Plus for form MA1.
Keeping in Touch Days
Whilst you are on Maternity we will try to keep you up to date with all that is happening here. This
may be to let you know about any changes; invite you to attend a particular event or to offer a
training opportunity. You do have the right to refuse to attend.
By mutual agreement, you can work up to 10 days during your leave without this affecting your
Statutory Maternity Pay.
Returning to work
If you plan to return to work before the end of your Additional Maternity Leave you must give us 8
week’s notice. If you come back to work after the Ordinary Maternity Leave you may return to the
same job with the same terms and conditions as you had before your leave. If you return after
Additional Maternity Leave you are entitled to return to the same job on the same terms and
conditions but if for a good reason we cannot facilitate this we will find a position with terms and
conditions at least as good as your previous role.
If you are planning to breast feed when you return to work please let us know so that we can
carry out a risk assessment and provide suitable facilities for you.
Adoption Leave
As long as you have 26 weeks continuous service ending in the week in which you are notified of
being matched with a child you will be entitled to 52 weeks leave. Either one of the parents may
chose to take Adoption Leave.
Throughout the Adoption Leave you are entitled to all your non pay related contractual benefits.
If you are not planning to take all your Adoption Leave you must let us know when you will return.
You can change your mind but must give us 8 weeks notice of a change.
If you decide not to return to work you are required by law to give the correct notice if you are
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resigning but giving longer is helpful. You are still entitled to Statutory Adoption Pay even if you
are not returning to work.
Statutory Adoption Pay

Paid adoption leave is available for a child adopted under UK law - but some details may vary for
parents adopting outside the UK.
To receive Statutory Adoption Pay (SAP) you must:
Be the Child’s adopter
Earn before tax an average that is no less than the lower earnings limit which applies to National
Insurance. This is the amount you have to earn to qualify for benefits. You have to earn more
than this amount before you actually start paying NI.
Be employed for a continuous period of at least 26 weeks ending before the placement of the
child.
Have received official matching certificate or notification that it is being issued.
Statutory Adoption Pay is paid for 39 weeks and is paid at the current statutory rate or 90% of
earnings whichever is the lower.
Keeping in Touch Days

Whilst you are on Adoption Leave we will try to keep you up to date with all that is happening
here. This may be to let you know about any changes; invite you to attend a particular event or to
offer a training opportunity. You do have the right to refuse to attend.
By mutual agreement you can work up to 10 days during your leave without this affecting your
Statutory Adoption Pay.
Transfer of Maternity or Adoption Leave

You have the choice to transfer up to six months leave to your spouse, partner, civil or cohabiting
partner or to the father of the child. The earliest date on which this leave can be transferred is 20
weeks after the date of birth or placement, and when the Mother has returned to work.
Some of the leave may be paid if you have not taken all the 39 weeks paid entitlement. They
would take this Additional Leave as Paternity Leave. Further information about the process is
detailed in the Paternity Leave section.
Flexible Working (Childcare and Dependent)

We will consider requests from eligible employees for flexible working patterns.
Eligible employees can request:
A change in hours; i.e. working less than normal hours and or fewer days
a change to the times when they are required to work;
job sharing;
To work from home for part of the time.
To be eligible to request flexible working to care for a child you must:
Have been employed continuously by us for 26 weeks;

Be (or be married to) the spouse, parent, civil partner, guardian, adopter, guardian or foster
parent and have a child aged 16 or under, in the case of a disabled child in receipt of disability
living allowance under 18;
Make the application before the day of the child’s 17th birthday or in the case of a disabled child
18th birthday;
Have or expect to have responsibility for the child’s upbringing;
Be making the application to enable you to care of the child.
To be eligible to request flexible working to care for a dependent you must:

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Have been continuously employed by us for 26 weeks;

Be, or expect to be, caring for a person aged 18 or over who is either:
married to or the partner or civil partner of the employee; or a close relative of the employee. The
"close relative" definition includes parents, parent-in-law, adult child, adopted adult child, siblings
(including those who are in-laws), uncles, aunts or grandparents and step-relatives or
living at the same address of the employee.
To make an application you must submit a written request setting out the working pattern you
want and how you believe it could work. An accepted application will mean a permanent change
to your contract of employment. Your Manager will hold a meeting with you within 4 weeks to
discuss the request. You are entitled to be accompanied at the meeting by a work colleague. At
this meeting a practical business assessment of how the proposed arrangement can work will be
undertaken. After the meeting the Manager must write to you within two weeks either:
Accepting the request, setting out any action on which agreement is dependent and establishing
a start date; or
Rejecting the request and explaining the business reasons surrounding this and setting out the
appeals procedures.
If the request is refused you have two weeks to appeal in writing against the decision setting out
the reasons for the appeal. An appeal hearing must be held and you have the right to be
accompanied and a decision should be given within two weeks of the hearing setting out the
answers to the points raised.
Repeated Requests
Further to submitting your request, regardless of whether your request was agreed or refused,
you must wait a further year before making a new request.
Parental Leave
Unpaid parental leave may be taken to look after a child or make arrangements for the good of
the child.
Eligible employees:
All employees employed by the Company for a minimum of one year and:
Employees who have a child or children under the age of 5.
Employees who have a disabled child under the age of 18.
Employees who have become the adoptive parents of a child under the age of 18.
A maximum of 18 weeks per child (pro rata for part time employees) may be taken in total.
If you wish to take parental leave you should submit an application to your line manager. Leave
should be taken in one week blocks to a maximum of 4 weeks at any one time; requests for
longer periods will be dealt with on an individual basis. You should submit an application to take
the time off four weeks prior to leave being taken. The Company must respond in two weeks. We
will respond sympathetically to all requests but on occasions may ask you to postpone the leave
for business reasons. However this cannot be for more than 6 months. Any leave at the time of
childbirth or adoption cannot be postponed.
Where the child is disabled and eligible for Disability Living Allowance, parental leave is extended
to 18 weeks (pro rata for part time employees) and may be taken in shorter periods.
We will keep a record of parental leave taken.
Ordinary Paternity Leave

Ordinary Paternity Leave, of two weeks on the birth or adoption of a child is allowed if you have
six months service at 15 weeks before the baby is due or matched. This will be paid at the same
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rate as SMP or SAP. The leave must be taken within the first 56 days following the birth or
placement of the child.
Additional Paternity Leave

To qualify for APL you must meet each of the following criteria:
You are the biological father, civil partner, spouse or partner of primary adopter and have a
responsibility to bringing up the child;
The purpose of the leave is to care for the child;
You have worked continuously for the Company for 26 weeks at 15 weeks before the baby is due
or matched;
You remain continuously employed with the Company until the week before the 1st week of APL;
the mother or adopter of the child has returned to their own workplace prior to using their own 52
weeks' maternity or adoption leave.
If you are eligible for APL you may be able to take up to 26 weeks leave within the first year of the
child’s life or adoptive placement depending on the amount of unused maternity or adoption leave
by the mother of adopter; this is on the condition that the mother or adopter has returned to their
own workplace prior to using their own 52 weeks maternity or adoption leave.
To be eligible for APL the mother or primary adopter is entitled to one or more of
Maternity/Adoption Leave and SMP/SAP or MA and has returned to work and decided not to use
their remaining Additional Maternity/Adoption Leave or SMP/SAP or MA.
APL must be taken in the period beginning 20 weeks after the child's date of birth, or adoption
placement, and ending 12 months after the date of birth or adoption.
If you wish to request to take APL you must give the Company at least 8 weeks' notice prior to
your chosen start date. The request must be made in writing to your line manager and contain
details of:
The Child’s date of birth or the date of the placement;

Dates you intend to take as APL.
Within the same time frame, the mother or primary adopter must submit to us, the Company,
signed details of the following information:
Name, address and National Insurance details;

The date they are intending to return to their workplace and confirmation that they have advised
their employer of their return to work date;
That father, partner or adoptive parent meets the eligibility criteria and the employee taking APL is
the only applicant who is requesting APL in respect of the child;
Details of the SMP, SAP or MA they are receiving and when their Maternity/Adoption pay period
started.
That she consents to the Company processing the information she has provided
The Company reserves the right to ask you and mother/primary adopter for details of the name
and business the mother or primary adopter is working for and a copy of the birth certificate or
placement documents for the child, this information must be supplied within 28 days of request,
failure to do so could delay in the undertaking of APL.
You can take a minimum of 2 weeks and a maximum of 26 weeks APL. This must be taken in
complete weeks and as one block of leave.
During the period of APL your contract of employment continues to remain in force and you are
entitled to receive your contractual benefits, except salary. You will be paid SPP where
applicable, the final 13 weeks of a period of APL will be unpaid as in line SMP, SAP or MA.
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Whilst you are on APL we will try to keep you up to date with all that is happening here. This may
be to let you know about any changes; invite you to attend a particular event or to offer a training
opportunity. You do have the right to refuse to attend.
If we offer and you wish to accept you can work up to 10 days during your leave without this
affecting your SPP.
If you are intending to return earlier than the return date you stated, then you must give the
Company at least 6 weeks written notice of your intention, failure to do so may mean the
Company postpones your return to work for up to 6 weeks, provided of course this is not later
than your originally stated return to work date.
SEVERE WEATHER AND DISRUPTIONS TO TRAVEL
The Company acknowledges that employees may occasionally have problems travelling to and
from work due to either severe weather conditions or major disruptions to public transport (for
example, train strikes or accidents on the roads). Whilst we understand and are committed to
protecting the health and safety of all our employees, we must also ensure that the business and
our clients are not unduly disrupted by external factors.
Reporting for work

We expect you to report for work regardless of the situation. You should therefore make every
effort to attend work in all circumstances. When severe weather conditions occur or where there
are major disruptions to public transport, you should take steps to obtain advice on the position
from the appropriate external agencies and allow extra time for your journey, making alternative
travel arrangements where appropriate. You will still be expected to attend work on time.
Unjustified or unacceptable absence or lateness may give rise to disciplinary action under the
Company’s disciplinary procedure.
Accepted absence or lateness

If you are unable to attend work or are going to be delayed by the weather conditions or public
transport disruptions, you should contact your manager as soon as possible to discuss the
position. If your manager is unavailable, you should speak to an alternative manager.
Where the Company accepts that you have used your best endeavours to attend work but you
are unable to do so or you are late because of the severe weather conditions or the major
disruptions to public transport, your manager will discuss the various options potentially available.
At the Company's discretion, you may be required or permitted to:
Make up the time at a later date.
Take any absence from work as part of your annual leave entitlement.
Take any absence from work as special unpaid leave (in this case, your pay will reduce
accordingly to take account of the hours/days you have not worked).
Be paid as if you had attended work on the day(s) of absence.
Work from home or otherwise work remotely.
The Company will base its decision on your individual circumstances, for example your distance
from home to work, your mode of transport and how viable it is for you to work from home, and on
the needs of the Company.
Leaving work early

If severe weather conditions or major disruptions to public transport occur during the working day
which will cause problems for you in travelling home, your manager will decide whether to allow
you to leave work early (and to make up the time at a later date if necessary). The Company will
again base its decision on your individual circumstances, for example your distance from home to
work, your mode of transport and how viable it is for you to take work with you and work from
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home for the rest of the day, and on the needs of the Company.
Health and safety

The Company is committed to protecting the health and safety of all its employees and this
includes during severe weather conditions and where there are major disruptions to public
transport and therefore a reasonable approach will be taken to the situation. You also have a
duty to take reasonable care of your own health and safety and that of other persons who may be
affected by your acts or omissions. This includes taking extra care when travelling to and from
work in severe weather conditions and allowing more time for your journey, including making
alternative travel arrangements where appropriate.
SICKNESS POLICY AND PROCEDURES
Notification
If you are unable to attend work due to sickness or injury you must inform the Duty Manager at
least two hours notice prior to the commencement of your shift and each subsequent day of
absence. They will then inform your department/HR immediately. If the Duty Manager is
unavailable you must contact the Human Resources Department or your Departmental Manager.
It is not acceptable to leave a message/voicemail/text with the switchboard operator or other
colleagues.
Employees who work a shift pattern will be required to give as much notice as possible in order
that cover may be arranged. If calling in sick for an early shift and your symptoms have been
known the previous night, then you must call and notify the Duty Manager the previous night.
This also applies for late and night shifts, that if symptoms have been known in the morning or
during the day then you must call in the morning to give adequate notice in order to arrange
cover.
If you are unable to inform the Duty Manager or any person mentioned above of your inability to
attend work, you must ensure that a representative carries this out on your behalf, again giving at
least two hours notice prior to the commencement of your shift. You yourself must then contact
either your Head of Department or the Human Resources Department at the first opportunity.
You must indicate the reason for your absence, your predicted length of absence and the
anticipated date of return to your duties.
You must contact your Head of Department and/or the Human Resources Department to advise
of the duration for your illness/absence and keep in regular contact. You must also inform your
Head of Department before the date on which you intend to return to work. If you cannot
personally contact your Head of Department, you must ensure a message is relayed on your
behalf PRIOR to your shift.
The message must include:

Your Name
Your department and position
Your next rostered shift and start time
Reason for absence
Expected date and time of return to work
Address and telephone number whilst absent (if different from your stated name and address on
the records)
Ongoing duty to notify

If you are absent for more than one shift you must notify the relevant department in accordance
with the above on a daily basis until you have provided a medical certificate. Once the certificate
has been received you need only contact us on the last day for which the certificate is valid, at
which time you must notify the hotel/club as to whether you will be supplying another medical
certificate to extend your sickness absence.
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You must where possible use personal time to accommodate dental, doctor, optician, chiropodist
and similar appointments.
If your absence period has been less than seven days you must complete a self-certification
sickness form on your return, which must also be signed by your Head of Department and Human
Resources Manager.
More than Seven Days Policy

If your absence is more than seven days, you must send in a doctor’s certificate without delay to
the Human Resources Department. If your illness continues you must send a doctor’s certificate
to cover each extension of your absence on a weekly basis or on expiry of the current doctor’s
certificate.
If your doctor has diagnosed that you are suffering from an infectious or contagious condition you
must notify the Human Resources Department that you are not fit for work.
At some point during your employment you may suffer from an illness or injury that affects your
ability to perform the job for which you were employed but which is not so serious as to prevent
you from working at all.
Medical Certification
Medical certificates are now referred to as “Fit Notes” Where a medical certificate indicates that
you may be fit for work for some work the doctor may have suggested ways of helping you get
back to work, such as a phased return to work, altered hours, amended duties or workplace
adaptations, your line manager will discuss the advice on the doctor’s certificate with you and will
consider any comments made by the doctor, any of the return to work tick boxes and any other
action that could help you return to work despite your illness. If you return to reduced hours your
pay would reduce to reflect this. If the Company is not able to make any adaptations or
adjustments to help you return to work, your line manager will explain the reasons for this to you
and will set a date for review. You may then use the doctor’s certificate as if the doctor had
advised ‘not fit for work’ and the sick pay provisions below would apply to your absence.
Alternative Duties
If we request, you are required to consent to the Company contacting your doctor to ask if he/she
considers that you are fit for alternative duties.
Expected Behaviour during Sickness Absence
If you are off work for sickness or injury, the Company expects you to:
Remain resting at home, unless specifically advised otherwise by your GP or other qualified
medical advisor;
Refrain from any strenuous activity or activity that a reasonable person or Health Care
Professional would conclude is inconsistent with the reason you are off work;
Comply with the directions of any Health Care Professional.
You should not:

Undertake any work or employment whether paid or unpaid ;or
Participate in any activity which a reasonable person or Health Care Professional would
conclude is inconsistent with the reason you are off work;
On your return from work after sickness absence certified by a doctor, you should have a doctor’s
certificate that states that you are fit for work.
You are expected to return to work as soon as possible without endangering your own health or
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that of your employees. On your return to work you will be required to attend a return to work
interview.
We have a duty to all our staff to ensure that they are safe and well. Therefore, if we have any
doubt whatsoever about your medical fitness, we may require your medical practitioner to confirm
that you are fit for work.
To ensure that you can return to work as soon as you are fit you agree that, if requested by your
Manager, you will obtain and provide a letter signed by your medical practitioner verifying that you
are fit for work. In these circumstances you must take all reasonable steps to obtain such a letter
as soon as possible.
If you are absent through injuries caused by actionable negligence of a 3rd party in respect of
which damages are recoverable, the Company reserves the right to seek reimbursement from
you for sick pay and other such expenses as are legally recoverable in such situations.
A typical example would be where you may have been involved in a car accident in which you are
not to blame and as a result you claim sick pay. Once you receive compensation from the
insurers for your injuries and losses, we would be entitled to reclaim any monies paid for sick pay
as otherwise you would receive it twice.
Sickness Absence Rules

Failure to give proper notification, failure to produce a doctor’s certificate when required or failure
to complete the required Sickness Self-certification form may be grounds for disciplinary action.
Giving false information in order to receive any form of sick pay may be treated as gross
misconduct.
Statutory Sick Pay (SSP)

If you are unwell and away from work you will, subject to the eligibility and statutory provisions in
force at the time, receive your statutory entitlement to SSP for up to 28 weeks in place of your
normal salary, provided you comply with the absence reporting procedure.
However you will not be paid SSP for the first three complete days, known as “waiting days”, on
which you are rostered for work but absent through illness. If you qualified for SSP and are sick
again from the same illness within eight weeks, the “waiting days” rule does not apply for the
second or subsequent periods of absence due to illness.
For the purposes of SSP, the qualifying days are Monday to Sunday inclusive.
The amount of SSP paid will be subject to income tax and national insurance, and is subject to
review every year in line with statutory guidelines.
Absence Management Procedures

All employees will be required to attend a ‘Return to Work’ Interview, on the first day they return
from sickness and or absence. Your Head of Department will conduct this interview. The
interview will: -
Ascertain the reason for your absence

Ensure an Absence from Work Certificate is completed
Identify if there is anything the Company can do to assist you in your return to work
Identify with you if there is a pattern forming or a cause for absence that can be minimised with
our help
Your Head of Department will then agree actions with you to minimise any further absence
If your sickness record is causing concern or you have three or more separate periods of absence
in a three month rolling period, you will be required to attend a specific meeting to discuss the
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reasons for your absence and the disciplinary process may be used to assist in resolving the
issue, if appropriate.
During this meeting, your absence(s) and the reasons for them will be discussed. You are
encouraged to discuss any medical, personal or work related problems that may be causing you
to be absent from work. The Company may be able to offer you support and help you to resolve
these problems. If appropriate, you may be encouraged to seek medical advice, if you have not
done so already.
At the absence meeting, or shortly afterwards, you will be advised in writing of the improvement in
your attendance that is expected, the timescale for the improvement and the consequences of
failure to improve your attendance. A copy of this note will be placed on your personal file.
The Company may ask for your consent to obtain a report from your doctor after or during any
sickness absence. The purpose of this report is to clarify the nature of your illness and to indicate
when or whether you are fit to return to or continue to work you will be provided with details
regarding your rights in respect of such a report at the time of request.
If, after the meeting, a review and/or medical investigation your attendance does not improve, and
the Company considers the absence to be at an unacceptable level, whether in terms of length of
absence (see below) or frequency. The Company Disciplinary Procedure may be invoked, which
may result in warnings, or in certain circumstances dismissal. The formal process may be
adopted irrespective of the existence of appropriate medical or self-certificates covering absence.
Long Term Absence

In cases of long-term absence, a home visit may be arranged to offer the individual help and
support, and to assist the employees department to plan for their continued absence.
In circumstances where it is not possible to establish a likely date of return, a visit to the
Company’s nominated Doctor may be arranged. This may be supplemented, with the individual’s
agreement, by contact with his or her own doctor.
If you are suffering from any disability; or have had a disability in the past which is likely to recur,
which may affect your ability to perform your job properly or safely, then you must notify the
Company immediately so a risk assessment can be carried out and /or medical opinion sought. If
necessary, and if it is practicable to do so, the Company will make reasonable adjustments to
your duties or working arrangements in order to allow you to return to work and/or minimise your
level of sickness absence in the future.
HOLIDAY ARRANGEMENTS
Holiday Entitlement
The holiday year runs from 1st April to 31st March, during which time you may take accrued
holiday consistent with Company staffing requirements and the rules set out below.
Holiday entitlement must be taken in the holiday year that it is accrued. Your holiday entitlement
includes the normal public holidays and is calculated by the number of days per week you work:
1 day per week = 5.6 x1 =5.6 days 4 days per week = 5.6 x4 = 22.4 days
2 days per week = 5.6 x2 = 11.2 days 5 days per week = 5.6 x 5 = 28 days
3 days per week = 5.6 x 3 = 16.8 days 6 days per week = 5.6 x 6 = 33.6 days
Calculations above may result in part day’s entitlement. These will not be rounded down or up but
will be converted into hours entitlement (for example a 4 day a week worker in their first year has
an entitlement of 22.4 days assuming 5 hours a day is normally worked this will give an
entitlement of 22 days and 2 hours holiday).

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You are required to complete a Holiday Request Form at least 4 weeks before you wish to take
your holiday and give it to your BCM for authorisation. Your co-operation is needed when
arranging holiday dates to ensure that everyone within your business centre is not away at the
same time. Please note that your holiday request may be refused so you are advised not to make
advance bookings to obtaining authorization to take the holiday.
The Company reserves the right to allocate up to 2.6 weeks of your holiday entitlement to cover
times when your business centre or hotel is closed, or to suit the needs of the business.
In this event, you will be given as much notice as possible.
Our hotels are open on public holidays and as a result you may be required to work on these
days. New Year’s Day, January 2 (Scotland Only). Good Friday, Easter Monday (England and
Wales only). May Day, Spring Holiday, Summer Holiday, Christmas Day and Boxing Day. There
is no right to premium pay on a public holiday. If you are required to work, you will receive
payment as detailed on your Principal Statement of Terms and Conditions of Employment. If you
are not required to work on a public holiday, you will receive a paid day’s holiday out of your
annual entitlement.
Employees on maternity leave retain their entitlement to annual leave which cannot be taken at
the same time as maternity leave. Before you go on maternity leave you may wish to take any
outstanding leave and delay the start of the maternity leave or alternatively it may be possible for
you to take your annual leave immediately following your maternity and before the end of the
holiday year.
Employees leaving or joining the Company during the year will be entitled to paid holiday on a
pro-rata basis.
All holidays must be authorised in advance by your Head of Department. No more than two
weeks' holiday can be taken without written authorisation by the Human Resources Department.
All holidays must be taken in the holiday year none can be carried forward.
Holidays taken without prior authorisation will not be paid and will lead to disciplinary action.
Holiday Entitlement on Leaving

In the event of you leaving during the annual holiday year you will be paid in lieu of annual holiday
entitlement accrued but not taken.
Paid holiday in excess of your entitlement

If you have taken more paid holiday than you were entitled to at the date of leaving the Company,
we may deduct from your final pay an amount equivalent to that overpayment and you agree to
this deduction.
Financial Loss
The Company will not be liable for any financial loss you might incur if you book a holiday without
authorisation and the Company is subsequently unable to grant holiday.
Violation is a Disciplinary Offence

Failure to obtain advance holiday authorisation is a disciplinary offence.
Sickness Prior to or During Holiday

Should you be incapacitated for work during any period of pre-booked holiday (whether in whole
or in part) the Company will, subject to the correct notification and certification, pay statutory sick
pay. You must follow the absence reporting procedure and provide the Company with a relevant
medical certificate covering the period of incapacity.
OTHER POLICIES
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DEALING WITH PROBLEMS AT WORK
Capability Procedure
The aim is to offer a constructive approach to achieving improved work performance through
effective supervision, mentoring, support, training and development.
Poor performance may be identified by the Line Manager, a colleague or the colleague himself or
herself. Each case is considered on its own merits thus not every situation can be accounted for.
Accordingly, the Company can depart from the precise requirements of its capability procedure
where it is expedient to do so.
Capability Process
The following are steps which may be taken during the capability process:
Job Chat
An employee’s immediate Manager/Supervisor will discuss any capability issues with him/her.
The focus of such a discussion will be identifying the problem(s), confirming the standards and
improvements required, discussing the potential reasons for poor performance and outlining the
support the Company can give to achieve the improvement.
Capability Meeting
If there has been no sufficient and sustained improvement the Company will invite the employee
to attend a capability meeting. The employee will be informed of the nature of the alleged
capability issue. The letter inviting you to this meeting will outline what the potential sanction of
the meeting may be.
During the meeting, the employee will have an opportunity to state his/her case and can be
accompanied by a fellow colleague or a trade union official recognised by the Company. The
representative may address the meeting and advise the colleague but cannot answer any
questions of his/her behalf.
During the meeting, an action plan will also be agreed with the employee, covering development
areas that need to be improved. Where a formal performance plan is implemented, a disciplinary
sanction may also be issued as an outcome of any formal capability meeting.
Review Meeting
A record will be kept until the review date. The review date will be agreed with the employee and
will depend on the improvement required and the role that the employee has within the Company.
However, there will usually be a minimum of two formal capability meetings prior to any dismissal
meetings.
DISCIPLINARY RULES AND PROCEDURE
Objective and Procedure

The Company expects you to conform to satisfactory standards of work and behaviour, including
standards of job performance, conduct and attendance.
The aim of disciplinary action is primarily to improve the conduct and in some cases the
performance of the employee.
The Company reserves the right to change the terms of this procedure at any time on the giving
of reasonable notice to all colleagues. This procedure like the rest of this policy is non-
contractual.
Investigation
If the disciplinary procedure is to be invoked an investigation will usually be carried out by the
Company
Disclosure of Complaint and Opportunity for Defence

You will be advised in writing of the allegations against you.

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You will be invited to attend a disciplinary hearing and be given an opportunity at that meeting to
state your case and present information and facts in your defence before any decision is made.
After the disciplinary hearing, you will be informed of the disciplinary decision, of any disciplinary
sanction imposed and advised of your right to appeal.
Right to be accompanied
You have the right to be accompanied at disciplinary hearings (including an appeal hearing) by a
single companion who is either:
An employee of the Company ; or
A trained trade union representative.
Your representative has the right to explain and sum up your case, ask questions, and to respond
to any views expressed at the hearing. He or she may not answer questions on your behalf. If
your representative cannot attend on the date set for the hearing or appeal, then the date can be
postponed and rearranged for a date up to 5 (five) working days later. The Company may at its
discretion postpone the meeting for longer.
Right to Appeal
You will have the right to appeal against any disciplinary sanction imposed.
Suspension
If appropriate, the Company can suspend an employee on full pay while an investigation takes
place.
Sanctions
Minor misconduct may be dealt with informally or with a verbal warning. More serious misconduct
may lead to a written warning or warnings or if repeated, dismissal on notice. Gross misconduct
may lead to dismissal without notice.
Written warnings will normally remain effective for 12 months.
Appeal Procedure
If you are dissatisfied with a disciplinary decision taken against you, or the penalty imposed, you
have the right to appeal the disciplinary decision.
Your appeal should be made in writing to the next level of management within five working days
of the issue of the disciplinary decision. You may ask the Human Resources Department at any
time for advice. Appeals will usually be heard and decided as soon as possible and usually within
five working days of written notification, unless it is impracticable to do so. Wherever practicable,
the appeal will be heard by a more senior level of management in the Company than that taking
disciplinary action.
The body of your appeal letter should clearly detail what you are appealing about and your
reasons for appealing. At the appeal, you shall have a full opportunity to state your case and to
comment on any new evidence. Following an adjournment, you will be informed of the decision,
which will be final.
The Company will confirm to you in writing the results of the appeal. If the appeal confirms a
decision to dismiss, the effective date of termination will be the date that written notification of
dismissal was originally given.
Grievance Procedure
Grievances are concerns, problems or complaints that employees raise with their employers.
Grievances may relate to, amongst other things, terms and conditions of employment, health and
safety, work relations, new working practices, organisational changes, equal opportunities and
25
sexual harassment.
This procedure like the rest of this policy is non-contractual and does not form part of your terms
of employment (even to the extent that such of its provisions are a requirement of statute). You
should in the first instance take up the matter with your Manager, or, if the problem is with your
Manager you should refer your grievance to the next level of management. If the matter cannot
be resolved satisfactorily you should raise the matter formally by setting out in writing and sending
a copy of to the next level of Management. The employee must inform the Management what the
basis for the grievance is and the employer must have reasonable opportunity to consider it.
You will be invited to attend a meeting to discuss the grievance at a reasonable time and place.
Both parties must take reasonable steps to attend. You have a right to be accompanied in the
meeting by a trade union representative or an employee of their choice (refer to disciplinary
procedures). After the meeting you will be informed of the decision and any proposed action to be
taken in respect of the grievance. You will also be informed of the right to appeal against this
decision.
If you wish to appeal against a grievance decision, you should inform the General Manager within
5 working days. You will then be invited to attend an appeal hearing. The General Manager will
hear all appeals and his/her decision is final. After the appeal you will be informed of the appeal
decision.
Each stage in this procedure will be recorded and you have the right to be accompanied by an
employee of the Company or trade union representative. Advice may be sought from the Human
Resources Department at any stage of the procedure.
Termination of Employment
We hope that your employment with us will be long and happy, but at some stage you may wish
to leave us, or you may decide to terminate your employment. The following information explains
your rights and responsibilities if your employment comes to an end
If you should decide to terminate your employment with the Company, you should give the
appropriate notice. Except where alternative periods of notice have been agreed in writing or set
out in your contract of employment, the minimum requirements of notice are set out in the table
below:
Status Length of Service Minimum Notice Period All staff Less than 1 month Nil Staff 1
month or more 1 week in first 2 years of employment and thereafter 1 additional week for each
continuous year of service up to a maximum of 12 weeks’ notice after 12 or more years of
service Head of
Department 1 month or more 4 weeks in first 4 years of employment and thereafter 1 additional
week’s notice for each complete year of service up to a maximum of 12 weeks’ notice after 12 or
more years of service. GM/Snr Mgr 1 month or more 3 months
Your notice should be given, in writing, to your Head of Department who will discuss with you
your reason for resigning. Human Resources will complete an Exit Interview and Termination
form and arrange for your final pay to be processed.
Probation
All employees have a 6 month probationary period during which the Company can bring your
employment to an end at any time if we consider you to be unsuitable for the role in which you are
employed. The Company reserves the right to extend the probationary period for a maximum of
12 months.
Holiday Entitlement during Probation

During probation, you will accrue holiday consistent with the current statutory requirements.
Application of Accrued Holiday to Departing Employees

26
Should you have paid holiday time owed to you in excess of your notice requirements; this will be
paid in lieu and included as part of your final payment.
Application of Excess Holiday taken by Departing Employees

If you have taken more than your pro rata holiday entitlement, the Company reserve the right to
recover a sum equal to the amount of overpaid holiday and deduct it from your final pay.
Leaving Without Notice

If you leave the Company without working your full contractual notice and without authorisation,
the Company reserve the right to seek reimbursement from you for the full amount of any
expenses incurred by the Company in covering your duties during the required period and you
expressly agree that the Company, may deduct the cost of hiring a replacement for that notice
period from your final pay.
Recovery of Company Losses

You agree that if the disciplinary action or Gross Misconduct leading to the dismissal has resulted
in the Company incurring financial loss, such loss may be offset by any payments to which you
are otherwise entitled. In addition the Company fully reserves the right to recover any losses from
you and you agree that the Company may recover such loss by making a deduction from your
wages.
Exit Interviews
All employees will be asked to complete an exit interview form or attend an exit interview to assist
the Company in improving or enhancing Company benefits, and training for future employees.
INTERNET AND EMAIL ACCEPTABLE USE POLICY
General Information
This policy applies to all electronic communications sent by employees, whether internally to
other employees of the Company or externally via the Internet.
It also applies to all that have use of the Internet made by employees of the Company under
circumstances in which those employees:
Provide or acquire information through the internet using access accounts or equipment provided
by the Company; or
Identify them as associated with the Company when making domestic use of the Internet using
individually acquired access accounts or equipment.
This policy is in addition to, and does not supersede, any other policies, procedures or standards
applying to communications between the Company and others. This policy may be modified or
replaced from time to time. All employees will be required to sign a separate IT Policy.
Employee Obligations
You must NOT:
View, download, transmit, distribute or possess pornographic or sexually explicit material.

Transmit any other material which is grossly offensive or of a menacing character or which may
incite violence, sadism or cruelty
Transmit defamatory, threatening, abusive or harassing messages (whether related to race, sex,
disability religion, nationality or otherwise)
Transmit non-encrypted proprietary or confidential information of the Company or any third party
with which the Company deals

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Transmit or introduce any electronic material (for example, a virus) or destructive program which
could cause inconvenience or harm in any degree to other computer systems
Participate in the sending of chain letters
Infringe any laws relating to the protection of intellectual property rights
Use the Company’s access accounts or equipment for non-business use
Transmit IDs, passwords, internal network configurations or addresses or system names over the
internet
Attempt to bypass or circumvent any security system
Leave your computer unattended while connected to the internet
Enable any program or macro/agent to forward automatically e-mail to or via the Internet or any
other external system
You MUST:
Inform the IT Manager immediately of any communication, system problem or other circumstance
that you think may indicate a breach of security or other risk to the integrity of the Company’s
systems
Immediately request a new password and ID from the IT Manager department if you suspect that
your internet password and/or ID have become compromised
Verify that the Company’s current standard antivirus software is installed on your computer
Ensure that you scan all files attached to external e-mail as well as any files downloaded from any
external system
Ensure that no workstation connected to the internet maintains a peer-to-peer connection with
any other workstation
Exercise caution when downloading large files (i.e. over 1 MB, including text and multimedia files)
from the Internet
Ownership on Electronic Materials

The Company’s computer networks, and the messages and information residing on or exchanged
through them, are the absolute property of the Company.
System Monitoring and Privacy
The Company reserves the right to access any and all files and data stored in public or private
areas of its network and website in order to ensure compliance with this policy.
In addition, the Company utilises specialist software to monitor the content of computer systems,
e-mails and Internet access. This software allows us to identify use of, or accessing of,
discriminatory or offensive language and materials.
You should be aware that our computer security systems are capable of recording every users e-
mail message (sent or received), website visit, and file transfers on our networks, and we reserve
the right to do this at any time. We analyse usage patterns, and may choose to publicise this data
to ensure our computer resources are protected, productive and appropriately utilised.
You should not have any expectation of privacy in respect of your usage of the Company
computer facilities.
Breaches of this Policy
Failure to comply with this policy may result in disciplinary action, ranging from removal of Internet
access to summary dismissal for gross misconduct.
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Social Networking Sites

Employees are reminded that the confidentiality clause contained in their contract of employment
extends to the use of the internet and social networking sites. Where employees decide to use
these sites, they must not display or knowingly allow to be displayed on the internet any
information which could be considered to be confidential.
Employees must ensure that any entries made on social networking sites such as Facebook,
YouTube and MySpace or blogs, both personal and business related, are appropriate and do not
damage the reputation of the Company, its clients / customers / service users / members or any
employee of the Company.
Failure to adhere to this policy may result in disciplinary action up to and including dismissal.
OTHER ISSUES
Equal Opportunities Policy

We are committed to a policy of treating all its employees and job applicants equally. No
employee or potential employee will receive less favourable treatment or consideration on the
ground of mental or physical disability, race, colour, religion, nationality, ethnic origin, sex, sexual
orientation, marital status, or age or will be disadvantaged by any conditions of employment and
related benefits requirements that cannot be justified as necessary because there is a legal
requirement that the job holder is of a specified gender or where health and safety requirements
apply.
Every employee is instructed that:
There should be no discrimination on account of disability, race, colour, religion, nationality,

ethnic origin, sex, marital status, sexual orientation ethnic origin or age.
All job applicants and all colleagues applying for alternative positions or promotion
Within the Company shall be assessed according to their skills, experience and suitability to do
the job.
Job advertisements used will be non-discriminatory. Similarly, the publications in
which advertisements are placed will be selected to target a full spectrum of potential job
applicants.
The Company will appoint, train, develop and promote on the basis of merit and ability.
All employees have personal responsibility for the practical application of the Company equal
opportunities policy.
Special responsibility for the practical application of the Company equal opportunities policy falls
upon Managers and Supervisors involved in the recruitment, selection, promotion and training of
colleagues. These special responsibilities give rise to training needs for which provision shall be
made.
The Company will monitor the equal opportunities policy and progress in achieving its objectives.
Where barriers to equal opportunities are identified, any necessary changes to this policy will be
made.
The Company grievance procedure is available to any employee who believes that he or she may
have been unfairly discriminated against. Nevertheless, if any employee believes that he or she
has been subjected to discrimination on the grounds of sex, age, race, religion, ethnic origin,
sexual orientation or disability, he or she is encouraged to discuss the matter informally with his or
her immediate Manager or Supervisor.
Disciplinary action will be taken against any employee who is found to have committed an act of
discrimination.
In the case of doubt or concern about the application of the policy in any particular instance,
employee should consult the Human Resources Department.

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Violation of this policy is a serious offence and may result in disciplinary action.
Anti Harassment Policy
It is the Company’s policy to maintain a non-discriminatory working environment, which is free of

harassment or bullying, particularly of a sexual, racial or disability based nature. The harassment
of employees by any employee (management or employee) is strictly prohibited. Such behaviour
may contravene criminal and/or civil law.
All allegations of harassment will be thoroughly and promptly investigated. Where allegations are
substantiated, appropriate disciplinary action, up to and including dismissal, will be taken against
any person responsible.
Harassment includes any conduct of a sexual or racial nature, or related to an individual’s

disability, which is unwanted by or offensive to the recipient. It includes unwelcome physical,
verbal or non-verbal conduct. Examples include:
Unwelcome sexual attention;

Requests for sexual favours;
Verbal & written harassment through jokes, offensive and/aggressive language, gossip, sectarian
songs, letters, text messages.
Insults, derogatory comments, ridicule or “jokes” of a sexual or racial nature;
Isolation or non-co-operation at work, exclusion from social events.
Lewd, suggestive or over familiar behaviour;
Display or circulation of sexually suggestive material or racist material.
Visual display of posters, graffiti, obscene gestures.
Remedial Procedure
If you believe that you have been the subject of harassment or bullying, you may address the
matter informally with your Manager. If you wish to make a formal complaint, you should invoke
the Company’s grievance procedure set out in this Colleague Handbook.
In view of the sensitivity of this subject, you may if preferred approach a Manager in the Human
Resources Department direct, rather than your immediate Supervisor or Manager. In all cases,
the Company will treat the matter with due regard to confidentiality.
Alcohol, Drug and Substance Abuse Policy

Use of drugs, unless prescribed by a Medical Practitioner, is forbidden for all employees.
It will be considered gross misconduct, and subject to instant dismissal, to be under the influence
of drugs, alcohol or any other substance, whilst on duty on the premises of the Company or
representing the Company in any capacity, whether on or off the premises.
There may be occasions when a celebratory drink may be allowed by the General Manager,
Human Resources or Head of Department. Permission for this must be obtained in advance and
must be signed following the correct procedure.
Whistle Blowing
The Company is proud of its culture of openness. This is important in meeting the needs of
employees and guests and is essential to our success as a business. Accordingly, we expect and
encourage employees to bring to our attention to any illegal or unsafe practices and wrongdoing
that they believe may threaten our guests or Company interests. We welcome the early
identification of issues.
The Company is committed to ensuring that its affairs are carried out ethically, honestly, and to
high standard. The Company will ensure that any employee who does disclose information in
good faith will be protected from any unfair treatment and that the confidentiality of their
disclosure will be protected.
Any victimization of employees who disclose information, any attempts to deter employees from
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disclosing information, any malicious allegations or disclosure made in bad faith will also be
treated very seriously and may result in dismissal.
The Public Interest Disclosure Act 1998 protects workers who blow the whistle about wrongdoing.
All employees are expected to maintain the highest standards of integrity and good faith. This
Policy is intended to provide you with guidance as to the circumstances under which such
protection is available and the steps to be taken should you feel that a matter of public interest is
at stake.
Although disclosure may be made to certain public authorities, the conditions under which this
may be done in order for the employee to be protected are limited. The Company policy is
therefore that disclosures should be made in the first instance to the Company.
Only certain kinds of disclosure qualify for protection and are therefore termed "qualifying
disclosures". They are disclosures, which, in the reasonable belief of the worker making the
disclosure, tend to show one or more of the following:
A criminal offence
The breach of a legal obligation
A miscarriage of justice
Danger to the health and safety of any individual
Damage to the environment
That information of the type set out above has been or is likely to be deliberately concealed.
If you become aware of any information of this nature, which causes you concern, you may wish
to raise the matter informally with your Manager and discuss with them the next steps which
should be taken to bring the matter to the attention of senior management. If you prefer, you may
disclose the information formally to your Manager, or to the appropriate level of management
within the Company.
The Company will ensure that any disclosure made is kept as confidential as possible; however,
you should be aware that it may be necessary to divulge such information during the course of
any investigation. If an investigation into the allegations is thought necessary, you will be informed
that the allegations will be put to the person accused of wrongdoing.
You will be informed of the progress and outcome of any investigation into the allegations.
If you are unhappy with the way in which your disclosure is received or dealt with, you should
immediately raise that concern with senior management, and if necessary at the highest level
within the Company. The Company is committed to ensuring that no employee is subjected to any
detriment, or victimised, by reason of having made a protected disclosure in good faith, and will
do everything within its power to investigate the matter fully and take the appropriate action
against any wrongdoer. You should also be aware that provided certain conditions are met, you
are protected by the law against suffering any detriment — for example dismissal — by reason of
having made the disclosure.
However, if you make a disclosure, which you do not believe or which is made maliciously or with
some ulterior motive (such as a grudge against a fellow employee), this may be treated as a
disciplinary matter to be dealt with under the Disciplinary Procedure.
Further information is available to all employees and can be found in the Company’s Policy &
Procedure file.
Stress Policy
It is well recognised that stress reduces employees' well being and excessive or sustained work
pressure can lead to stress. Stress may be experienced as a result of an exposure to a wide
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range of work demands and in turn can contribute to an equally wide range of health outcomes. It
is important to recognise that stress is a state and not an illness. There is sometimes confusion
between the terms pressure and stress. While it is healthy and essential that people experience
challenges within their lives that cause levels of pressure, too much pressure can be harmful and
destructive to health.
The Company takes the issue of stress seriously and has developed a supportive work ethic to
reduce the elements of stress.
Confidentiality of Information
Any information you obtain during the course of your employment relating to the Company, it
business, products, suppliers, customer, personnel and all matters is (with the exception of
information made public by the Company) confidential and must not be disclosed directly or
indirectly to any other individual, body, firm or Company either during or after your employment
with the Company. It is essential that you do not discuss the guests who are staying at the
Company and ensure that all guests are referred to by their pseudonym names if applicable.
Conflict of Interest
You should not engage in any other business activities, or additional employment, without
consulting the Human Resources Department and obtaining prior approval. Employees who hold
positions within the Company, which requires them to negotiate business on the Company’s
behalf with outside organisations, must report the following:
Any interest, other than shares in quoted companies, which they or their close relatives have in
suppliers of goods and/or services to the Company.
Any personal interest which they or their close relative might have in any transaction or proposed
transaction between the Company and an outside person or organisation
In cases where there is any doubt you should contact your Manager. The Company will not take
any action in respect of a conflict of interest without prior discussion with you. Factors that will be
taken into account include the type of interest, how and when it was acquired and the Company’s
interest in the particular situation.
Bribery Policy
The Company is committed to ensuring that all our commercial dealings meet the highest
professional standards. It would never be acceptable for anyone to accept or offer bribes in any
business transaction.
Bribes may come in a variety of forms such as corporate hospitality, charitable donations,
personal gifts, hospitality as well as money. Any employee being offered any of these must report
this to their manager who will advise how to manage the situation. Breaches of this rule will result
in disciplinary action up to and including summary dismissal.
This policy applies to the Directors, our employees throughout the business, suppliers, outsource
partners, consultants and to all markets in which we do business.
As part of our induction training all staff will be made aware of this policy.
Data Protection Act

This Act affects anyone who deals with information about people, whether that information is on
computer printouts or on computer themselves. Companies must register all information they
keep about people, whether employees or members of the public. We have obviously registered
our use of information – and your use of information relating to people is governed by the Act.
You must not therefore disclose information of a personal nature that has been generated by a
computer registered by the Company to receive it. If you are in any doubt about personal
32
information, which you are asked to pass on to a third party, then please refer to your Manager for
clarification. You must not make statements to the Press or Media about any matter involving the
Company. Refer the Press to the Public Relations Manager or General Manager
APPEARANCE & PRESENTATION
You will come into contact with our customers and appearance and presentation is an important
part of their overall experience. Guests will always see your appearance as a reflection of the
standards of the Company. To ensure we present a consistent, smart image for our guest and
have good hygiene standards, it is a condition of your employment that you maintain a high
standard of personal presentation and hygiene.
We will try to accommodate any particular need, which are a requirement for religious, cultural or
disability purposes.
It is vitally important, therefore, that you have a clear understanding of what is expected.
Professional Presentation
This grooming policy has been put together for the sole purpose of the Company and must be
adhered to by all employees irrespective of their position or department.
The way a person looks says a lot about the Company they work for, and what they think about
the job they do. Each of us is individually representing the Company to everyone we are in
contact with and our personal image is a reflection of this.
We all work hard to earn compliments from guests and members about the standards of service
we deliver. Our appearance is critical to that professional service delivery and is reflective of the
Company. The standard is clean, neat and well pressed. Shoes are polished, hair well brushed,
make-up and jewellery discreet. Uniforms are worn with pride. Those not required to wear
Company uniform are expected to dress in a smart and businesslike way.
Uniform
Must fit well
Be clean
Be well pressed
Be in good repair (no tears, holes, buttons missing)
Must be worn correctly in line with standards – e.g. Waist coat buttoned up, shirts tucked in,
jacket closed
Uniform has standard skirt lengths and these must be maintained
Extremes in skirt length are not permitted (maximum 1 inch above or below the knee
Housekeeping will repair any damaged uniforms and will dry clean uniforms)
Must not be modified in any way
Must not be worn in inappropriate situations whilst off duty e.g. bar, restaurant
Shoes
Must be of a leather or leather like material, no canvas, suede etc
Be polished
Be in good state of repair – no damaged heels or toes
Heels must be no higher than 2 inches
No sandals, sling backs, open toed shoes, platforms or trainers or boots are permitted
Court shoes must be plain black or navy to match your uniform
Gents must wear plain black lace up/slip on shoes
Safety shoes must be worn for specific reasons
Hair
Hair must be clean and neat. Styling should be simple and natural looking
Must be well cut on a regular basis
Extremes in dyeing, bleaching and colouring are not acceptable
Employees who meet guests or handle food must tie long hair back with plain accessories that
33
co-ordinate with their uniform

Braiding, extensions and other accessories are not acceptable
Males should be clean shaven and moustaches and beards should be neatly trimmed
Jewellery & Tattoos
Staff must keep jewellery to a minimum, it must be discreet, small and conservative in style – no
bright colours or large patterned jewellery.
Staff may wear one pair of stud or small hoop earrings.
Necklaces must be kept inside shirt or blouse.
Ankle chains must not be visible.
Visible body piercing is not acceptable.
Visible tattoos are not acceptable.
Food handlers must not wear any jewellery other than watches, wedding rings and plain
sleeper/stud earrings.
Personal Hygiene: Looking after our guests and members puts us in close contact with them; we
need to take extra care with personal hygiene at all times.
Always use a deodorant or anti-perspirant.

Light, mild perfume or aftershave may be worn.
Bath/Shower/Shave on a daily basis
Perfumes must be light and unobtrusive, with no lingering smell
Hands & Nails

Must be clean, well trimmed, and washed regularly, especially after visiting toilet, staff restaurant
and smoking.
Never longer than 1/4 inch beyond the finger tip.
Nail polish should be of a light shade. Extremely dark, bright or metallic shades are unacceptable,
along with nail accessories
Food handlers must not wear nail polish, nail extensions or false nails.
Make up
Should enhance and create a fresh natural appearance and be in a shade complimentary to your
skin tone.
Extreme colors are not acceptable.
Will be encouraged for Front of House staff
Personal Habit
Smoking is not permitted in any of the hotels, except in the designated smoking area and
expressly permitted by the General Manager
No chewing of gum is allowed
Breath must always be kept fresh
If you report for work while failing to meet the standards of appearance, which are acceptable to
the Company, you will be sent home and not paid until properly presented. In addition non
compliance may lead to disciplinary action and ultimately dismissal. You are responsible for the
maintenance of your uniform whilst it is in your possession. A uniform receipt form will be issued
which records all items of uniform issued.
Uniforms are the property of the Company and must be returned when you leave. Failure to
return your uniform may result in a deduction from your final salary.
Hygiene
As the Company is in the business of food handling, we all have a responsibility to ensure that we
adopt high standards of hygiene. Areas where food is prepared must be kept spotlessly clean to
34
prevent food contamination. Similarly, we must all take precautions to ensure a high standard of
hygiene.
Most things are common sense to us, such as keeping hands and fingernails clean, covering any
cuts or abrasions with a waterproof plaster, tying back long hair and not handling food if you are
suffering from any contagious disease or stomach disorder. Please see your Head of Department
if you have any queries concerning hygiene.
Uniforms
Uniforms may be provided by the Company and may include protective clothing. It is your
responsibility to ensure that the uniform is clean, fresh and smart at all times. You should not
wear Company uniform during leisure time or when travelling to and from work. The Company will
also replace all items of clothing and/or equipment issued to you when they become
unserviceable through wear and tear.
All employees who have been issued with protective clothing, a uniform or equipment are
expected to return such articles in a good and sound condition on termination of their
employment. We reserve the right to deduct the cost of any uniform that is returned on
termination of employment in an unsuitable state, from your final pay packet.
The following are guidelines that you should follow for health, safety and presentation reasons.
Maintaining a high standard of dress and personal presentation is extremely important and
employees who do not comply with the dress standards may be subject to disciplinary action.
HEALTH AND SAFETY
Policy Statement
The Company’s Management firmly believes in the importance of a healthy and safe environment
for both customers and colleague. It is Company policy to do all that is reasonable to prevent
personal injury or damage to property, and to protect everyone from foreseeable work hazards. A
copy of the Company’s Health and Safety Policy in its entirety is available in every department
through the Head of Department.
In particular, MANAGEMENT HAS A RESPONSIBILITY to:
Provide and maintain safe and healthy working conditions taking into account statutory
requirements
Provide training and instruction to enable colleagues to perform their work safely and ethically
Make available all necessary safety devices and protective equipment and supervise their use
Ensure that all colleagues are trained in the reporting of accidents, including the location of the
Accident Book which is found in the Duty Managers Pigeon Hole
Inform all colleagues on a regular basis of the current First Aiders in the hotel/club, and also the
location of the First Aid box in their department
Implement regular and recorded risk assessments in their department, ensuring that all colleague
are aware of the risks and how to avoid them
EMPLOYEES have a LEGAL OBLIGATION to co-operate in the implementation of this policy by:
Exercising general care
Using the protective equipment provided and meeting statutory obligations
Adhering to Company procedures jointly agreed on their behalf for securing a safe workplace
Assisting in the investigation of accidents with the aim of preventing their recurrence
Attending all relevant training provided by the Company
Acting in a safe manner at all times
Reporting all potential hazards in the workplace to the relevant Manager or Duty Manager
The GENERAL MANAGER accepts ultimate responsibility for all employees, guests, customers
and contractors working in all areas of the hotel/club.
Accidents
If you have an accident, you must carry out the following procedure:

35
Notify your Head of Department or immediate Supervisor or First Aider.

If necessary, find a qualified first aider who will administer treatment
Always abide with the instructions of the registered first aider. If you are told to go to the hospital,
please ensure that you or someone acting on your behalf advises your Head of
Department/Human Resources Department/Duty Manager immediately of the outcome of the
situation.
Ensure that the Accident Book is completed by the First Aider/injured member of colleague or
alternatively the DM can witness the entry
All accidents and near misses – however trivial – must be recorded in the Accident Report Book.
Any accident involving a guest should be handled very carefully and must be reported
immediately to the Duty Manager or Senior Manager on duty as appropriate. Liability must not be
admitted – concern and regret must be expressed sensitively.
First Aid
A list of qualified first aiders and location of first aid boxes is displayed on the employee notice
boards.
Eyesight
Any employee required to wear glasses should always wear them when necessary. The NHS
offers subsidised eyesight testing and this is recommended once a year. Where appropriate,
VDU users will have sight tests provided for them by the Company and, in certain instances, the
provision of appropriate spectacles. Please check Human resources for details.
Manual Handling
Feet Slightly apart in line with your shoulders for balance

Straight Back
Bend from the knee
Always use a stepladder to reach high shelves.
If something is too heavy or awkward – ask for help! NEVER stand on boxes/piles of equipment to
reach high shelves.
GENERAL RULES AND PROCEDURES
The Company’s Code of Conduct

So that you know what is expected of you at work, each department has a set of guidelines for
the conduct to which you are required to perform.
In addition, you must remember that customer relations are the art of caring for customers and
giving them every opportunity to buy its goods and services. Therefore, the following basic rules
should be used at all times:
Make the customers feel welcome, using their name if you know it, or Sir/Madam if you do not
Try to anticipate the customers’ requirements, but never be afraid to ask if you are unsure exactly
what the customer wants
Adapt your approach to suit the customer and situation, while remaining positive at all times
Take any opportunity to maximise sales
Refer all queries and complaints to a member of the management and ensure that management
are made aware of all complaints
Understanding How the Company Works

Managers’ Instructions
In order for the hotel/club to run effectively and efficiently and for our guests to enjoy their stay, it
is important that you carry out the instructions given to you by your Supervisor and/or Head of
Department.
Standards of Behaviour
36
It is every employee’s duty to observe the following general rules of conduct and behaviour. If you
have any queries please do not hesitate to ask your Manager.
Where employees have been found to be responsible for equipment loss or breakage and/or
continuing cash discrepancies, you expressly agree to the Company deducting the amount owing
from wages.
Employees must not engage in any activity which conflicts with the business interests of the
Company.
Employees must comply with the Company’s Equal Opportunity Policy.
Employees must not act in a manner, which should be considered to be discriminatory nature
against employees, customers or other people related to the Company business.
Employees are expected to achieve and maintain a good standard of workmanship, demonstrate
a conscientious approach to the job, ensure maximum efficiency in the workplace and
demonstrate the skill and aptitude required for the job.
It is compulsory to wear your employees uniform and Company pin badge whilst on duty
Personal hygiene and appearance must be of a very high standard. Please refer to our Grooming
Policy.
The telephone and postal services must not be used for private purposes unless prior permission
has been granted.
An orderly and courteous manner must be maintained in front of guests at all time.
It is forbidden to remove material or equipment from the Company, unless prior written permission
has been given by the Head of Department.
The Company’s time, material and equipment must not be used or any unauthorised work
undertaken unless prior written permission has been given by the Head of Department.
Employees are required to become familiar with and observe all authorised notices displayed.
Employees are to act in the interests of the Company at all times. Any conduct detrimental to its
public image shall be considered a breach of the Company’s rules.
Confidential information must not be disclosed at any time, either during or after employment.
Employees must act in accordance with the Company’s working procedures.
It is in the employee’s interest not to serve relatives or friends, as mistakes inevitably cause
embarrassment or upset. If placed in this position, it is preferable to call a colleague or Manager
to observe the procedure.
Employees may not accept any gift or favour of whatever kind from any customer, supplier, client
of the Company, unless the General Manager has given prior written permission.
Personal mobile phones must not be carried on your person while working. They may only be
used during breaks.
All forms of gambling are not allowed on the premises including parking areas, unless the
General Manager has given prior written permission.
Communication
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You must make yourself aware of the contents of the notices displayed on the hotels/clubs notice
boards (colleague canteen) in order that you are aware of any matters that affect you.
Departmental notice boards are also to be checked on a regular basis.
No documents should be removed from these boards without prior agreement obtained from your
Head of Department (for departmental notice boards) or Human Resources Department (for the
Company’s notice boards). No employee should deface any notice board. Such an act may lead
to disciplinary action.
Lost and Found Policy

All lost property found must be forwarded immediately to the Duty Manager or Housekeeping and
a Found Property form must be completed. Failure to comply constitutes theft, which is
considered an act of misconduct.
The item will be registered and labelled and if unclaimed by the owner after a set period will be
returned to the finder or otherwise disposed of.
Employee Entrance/Exit and Off-Duty Employee Members

You must use the employee entrance/exit provided when reporting for duty or when leaving at the
end of your shift. The only exception to these rules is when an emergency evacuation is in
progress.
The Company’s facilities are not for your use, either when on or off-duty unless authorised as
such i.e. in line with hotel/club benefits. If you have to enter the premises for any reason when off-
duty, you must notify the Duty Manager on entering the premises and again on leaving the
premises.
COMPANY PROPERTY AND DOCUMENTS
All Company property must remain on the premises at all times. Permission to borrow or remove
from the premises will only be authorised if a Pass out Form is obtained and signed via Human
Resources.
All records or documents in any form relating to any aspect of the Company’s business, and any
copies kept or made by you during your employment are and remain the property of the
Company. When they are not in immediate use, you will always file such records and documents
securely and generally prevent unauthorised access to the information contained in them.
On leaving the Company, you will hand back to the Company all such records and documents,
and will neither make nor keep any further copies.
Environmental Policy
Overall it is our intention to become a recognised source of good environmental practice and to
provide an effective benchmark against standards set by other similar establishments.
We are fully aware of our responsibility to the environment and are determined to enhance our
ecological and economical efficiency through successful communication within the Company.
We regularly monitor all our business activities in terms of their impact on the environment. We
are committed to abiding by all relevant laws and regulations. This policy will serve to enhance
our Health and Safety commitment to our employees and guests alike.
Lockers
Lockers are provided for personal use and ARE NOT SAFES! Valuables left in lockers are left at
your own risk. Should you lose or forget your locker key, report to the HR who, accompanied by
another member of colleague, will open your locker.

38
All replacement keys are chargeable. Keys must be returned to Human Resources on termination
of employment. Lockers cannot be exchanged and any damage must be reported immediately to
Security. Foodstuffs, perishables, inflammable materials or soiled clothing must not be stored in
lockers.
Copyright Act
The Copyright Act makes it a criminal offence for individuals or companies to make illicit copies of
products, written material or computer software that is the copyright of someone else. This
specifically covers software packages like Lotus & Microsoft Word or anything that is a computer
program that is effectively the intellectual right of the original maker.
You are not permitted to make copies of software programs that you have use of within the
Company and you must not introduce copies of software obtained from elsewhere. Rigorous
observation of this requirement will also minimise the risk of any virus’ software inadvertently
being introduced. The Company will not condone any such action and the breach of this rule will
lead to disciplinary action
Regulatory Requirements
Employees working within areas governed by Regulatory Requirements (e.g.: Licensing; Plant
equipment) will receive training and will be kept up-to-date on current legislation.
Licensing Law
If your job involves the serving of alcoholic beverages to customers, you will need to pay careful
attention to various rules that are legal requirements established by government legislation.
Failure to comply with these laws may result in Summary Dismissal.
Further information is available to all employees and can be found in the Company’s Policy &
Procedure file.
It is vital for the Company’s business that it has the right to sell alcohol. This is an area that is
heavily regulated by the law, and failure to follow the legal requirements can put its licence at risk.
It is therefore essential that you familiarise yourself with the relevant provisions – if you are in any
doubt, you should ask your Head of Department.
If you participate in or permit any of the following activities, you are liable to be summarily
dismissed:
Serving intoxicating liquor in the incorrect quantities;

Serving diluted beer, wine or spirits;
Permitting drunkenness or any violent, quarrelsome or riotous conduct to take place on the
premises;
Serving intoxicating liquor to or for the consumption of a drunken person or an habitual drunkard;
Giving credit for any intoxicating liquor served in a public bar, except when supplied with a meal
and paid for at the same time as the meal;
Serving or permitting the consumption of intoxicating liquor out of permitted hours;
Misdescribing any goods and/or selling drinks at a price different to that displayed on the
appropriate bar tariff;
Serving intoxicating liquor to or for the consumption of a person under 18 years of age.
If at any time you are in any doubt as to whether the Company or particular team members are
complying with the legal requirements, you should raise the matter immediately with a senior
member of the management team.
Cash Handling
Employees involved in a financial transaction with customers must comply with the Company
cash handling procedures as explained during on the job training. Recordings of all transactions
handled whilst on duty must be correct and accurate.

39
Discrepancies or shortages must be reported to the Manager or Senior Manager immediately.

Fraudulent recording of financial transactions will result in disciplinary action.
Employees must not carry money with them when on till duty and must not change their own
money in the till
Persistent errors may be regarded as negligence and could lead to disciplinary action.
Cashing of Cheques or Credit Cards

The cashing of cheques or use of credit cards unless in the normal course of paying for an
account by colleagues is not permitted on Company premises. Cheques for the payment of
services of goods received must not be accepted without a valid cheque card.
Telephones
You may not use departmental, office or bedroom extensions for personal outgoing calls unless
authorised to do so. Personal calls should be restricted to emergencies and with permission from
Head of Department.
Personal Property
Whilst every reasonable precaution is taken to safeguard the premises, the Company is not
responsible for the safety of your personal belongings, whatever they may be, in employee
rooms, lockers, accommodation and cupboards. You are strongly advised to make sure that you
have made arrangements for adequate insurance to cover loss or damage to the personal
belongings and effects that you bring onto the premises. Any vehicles, including cars,
motorcycles or bicycles parked on the Company premises are at the owner’s risk.
Security
The security and safeguard of our employees and guests is foremost to our culture of doing
business. It is all of our responsibility to safeguard personal and Company property. If you are
aware of any dishonesty or are suspicious of anything within the Company you should report it to
the management immediately.
It is suggested that you have your valuables insured, as personal belongings are not covered by
the Company insurance, even if you live in.
The security of guests and customers and their belongings is the responsibility of every
employee. Any suspicious looking people or incidents must be reported to your Head of
Department or a member of management immediately.
Employees should enter and leave through the designated employee entrance.
Employees should leave the building at the end of the shift/duties and should not enter non-public
areas of the hotel/club on their day(s) off without permission of the General Manager or Senior
Manager on duty. Any person waiting for an employee after work must wait outside the employee
entrance.
Right of Search
In the interest of your personal security and to provide you with a safe place at work, when
necessary the Company reserves the right to search your personal property, lockers and
cupboards allocated to you, Company accommodation and motor vehicle at any time.
A member of the Human Resources Department/ Duty Manager and your Head of Department or
any other member of the Executive Committee will carry out any search in your presence. As
regards any personal search, you are entitled to have a witness present if you wish. In the event
of your refusal to co-operate, you may face disciplinary action, and in certain circumstances will
be required to remain on the premises whilst the advice of the police is sought.

40
Theft Prevention Policy

The Company expects all employees to respect, to protect and to retain for the exclusive use, all
property in the ownership and/or use of the Company. Such property includes samples received
by and prepared by the Company, discarded product and raw material, cooked and raw food and
all waste on the premises or belongings to it but held by others on behalf of the Company.
Property may not be removed, damaged or destroyed without the prior express and written
permission of the General Manager.
Unauthorised removal of items or cash no matter how small in value or apparently insignificant
will be regarded as theft dealt with under the disciplinary procedure and may render the culprit
subject to prosecution as well as dismissal.
From time to time, items that are surplus to requirement or may otherwise be destined to be
consigned as rubbish may be channelled through to employees, together with authorised goods,
products and such other items as the management may from time to time determine. These
items may be made available to employees at advantageous prices or free of charge for their own
use and not in any case for resale. Purchases will always be evidenced by a receipt, which
should be retained as proof of purchase.
Whilst employees are entitled to reclaim expenses properly incurred on behalf of the Company,
false claims of any description will be regarded as gross misconduct.
Swipe Cards/Security Cards

Swipe cards act as a means of identity and open the employee entrance. They must be kept on
the person to whom they belong at all times. If you mislay or have your swipe card stolen you
MUST report it to HR immediately.
Hotel Keys
Employees allocated keys and authorized to hold "master" keys for the Company are required to
sign keys "IN" and "OUT" and to maintain the tightest of control over such keys in their
possession. The loss of a master key will be subject to disciplinary proceedings and could be
considered gross misconduct and liable to instant dismissal. Any loss must be reported
immediately. Keys are for the use of the signatory only and must never be given to any other
person.
Mobile Phones
The use of personal mobile phones whilst on duty is strictly forbidden and should only be
conducted whilst on an authorised break. Mobile phones must be kept in lockers.
Smoking at Work
Smoking in work is only permitted in designated smoking areas. Breach of this is considered
gross misconduct and a dismissible offence. The Smoking Area will be advised on your first day
of work.
Employees are not allowed to smoke in the presence of guests or in areas designated “No
Smoking”.
Changing Personal Details

Please inform Human Resources of all changes to your personal information for the requirement
of keeping your details on file up to date; i.e. Change of address, marriage etc.
Fraternising with Guests

Employees must not fraternise with guests on the premises.
Personal Relationships
Any personal relationship other than Company business with employees, guests or members
41
must be pursued outside working hours and not on Company property. Where a personal
relationship is seen to compromise, affect the judgement, or act to the detriment of the business,
action will be taken which may include the disciplinary process. Anyone involved in a personal
relationship with a customer or external client must also inform the Human Resources Manager in
writing; this is to ensure that the Company’s professionalism is not compromised in any way
The Company regards it as undesirable that employees who form sexual/romantic relationships
should work in the same department or division of the organisation. As a result, the Company
operates a rule that no member of staff who has formed a close personal relationship with
another member of staff may work together in the same department or division. Such a
relationship must be reported in confidence to the Human Resources department and the parties
will be counselled with a view to transferring one or both to another department or division where
this is possible.
This information will be kept confidential and is not asked for in a judgemental way. The Human
Resources Manager has a responsibility to ensure that where one party may have line
management responsibility for the other that appraisals, pay reviews, the disciplinary process and
any other areas that could impact negatively on the individuals or the business will be handled in
an appropriate manner.
Alterations to Employee Handbook

The Employee Handbook will be amended from time to time. Any changes in employment will be
notified to you as soon as possible and the handbook updated as soon as possible thereafter.
The latest version – including amendments and any other modification to this document – is
always available for your use in the Human Resources Department
The Company reserves the right to amend the content of this handbook from time to time.
Changes will be communicated via the Human Resources Department.
TRAINING & DEVELOPMENT
The Company is keen to encourage the development of its entire employees and recognises
efficiency and service ultimately determines its reputation and success. All team members bring
with them useful experience and skills. In order to ensure a continuation of personal development,
socially and professionally, we will provide training combined with a unique development and
incentive scheme to enable everyone to grow to their maximum potential.
Our HR & Training Manager will be pleased to discuss with any employee their future with the
Company. You share the responsibility, with your Head of Department, for the successful
preparation of your Personal Development Action Plan. This will be designed to meet the needs
of both you and the business for now and the future.
Reviews and Appraisals

On commencement of employment all employees will be given job reviews, which will be
conducted within the first twelve weeks of their probationary period. A decision will then be made
to sign off as completed, extend or end this period.
Employees will also receive an annual appraisal that will be a constructive two-way exchange of
views. The appraisal will normally take place in January of each year and will assist in your
personal development. The Company endeavors to carry out informal ‘Job Chats’ every 6
months or at the discretion of the Manager.
Internal Vacancies
It is the policy of the Company to encourage colleagues through training and development to be
42
in a position to advance within the Company, if appropriate. Therefore, vacancies will be

displayed on the Employee Notice Board either simultaneously or, for a period of 2 weeks prior to
external advertisement, dependent on the needs of the business.
Employees should advise their Head of Department and Human Resources if they wish to be
considered for transfer to other departments within the Company – this is normally considered
after 6 months’ employment. If a transfer is desired to an associate Hotel employees should
advise their Head of Department and the Human Resources Department – this is normally
considered after 1 year’s employment.
'Welcome to the team’
I confirm that I have read, understood and accept the above Policies and Procedures.
Signed .......................................
Name of employee

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1

“Our Experience. Your Success”.

BLACKAND WHITE HOSPITALITY

BLACKANDWHITEHOSPITALITY operate a number of hospitality properties throughout the UK.

We believe in a philosophy of achieving quality service as a means to a long-term profit growth,

“Our Experience. Your Success”.

MATERNITY & PATERNITY AND ADOPTION LEAVE

SEVERE WEATHER AND DISRUPTIONS TO TRAVEL

SICKNESS POLICY AND PROCEDURES

Statutory Sick Pay (SSP) 21

DEALING WITH PROBLEMS AT WORK

DISCIPLINARY RULES AND PROCEDURES

INTERNET AND EMAIL ACCEPTABLE USE POLICY

APPEARANCE AND PRESENTATION

HEALTH AND SAFETY

“Our Experience. Your Success”.

GENERAL RULES AND PROCEDURES

COMPANY PROPERTY AND DOCUMENTS

TRAINING AND DEVELOPMENT

Principal Statement of Terms

Right to work in the UK

Advice and Welfare

are authorised to use it for these purposes.

Income Tax and National Insurance Deduction

Advances, Overpayment and Error in Pay

Policy regarding bonus and/or commission

Private Health Care Insurance

Deductions for Loss Bought About by an Employee

Working Time Regulations

Young Workers (Age 16-18)

Young Workers (Age 16-18)

Young Workers (Age 16-18)

“Our Experience. Your Success”.

MATERNITY & PATERNITY AND ADOPTION LEAVE

Ante Natal Care

Pay & Benefits during Maternity Leave

Statutory Adoption Pay

Keeping in Touch Days

Transfer of Maternity or Adoption Leave

Flexible Working (Childcare and Dependent)

Eligible employees can request:

To be eligible to request flexible working to care for a child you must:

Have been employed continuously by us for 26 weeks;

To be eligible to request flexible working to care for a dependent you must:

“Our Experience. Your Success”.

Have been continuously employed by us for 26 weeks;

We will keep a record of parental leave taken.

Ordinary Paternity Leave

Additional Paternity Leave

The Child’s date of birth or the date of the placement;

Name, address and National Insurance details;

SEVERE WEATHER AND DISRUPTIONS TO TRAVEL

Reporting for work

Accepted absence or lateness

Leaving work early

Health and safety

SICKNESS POLICY AND PROCEDURES

The message must include:

Ongoing duty to notify