al khoory SOP/Policy Name + CRO Induction and Familiarization of New Colleague(s) SOP/Policy Number AK-QF-CRO-1.1. soP/olcy ssued on: Wo.®L. Tory ‘SOP/Policy Revised on ; N/A ‘SOP/Policy Applies to : Central Reservation Office (CRO) SOP PURPOSE: To ensure that all new colleagues have understood departmental policies and procedures, guidelines, responsibilities, and flow of work. 1, Induction is a process of familiarization of new colleague(s) with workplace, its culture, structure, norms and how it functions. An effective induction program can determine how quickly new colleague(s) settle into the organization and the speed at which they develop to reach their full potential. Its an integral component of ‘a successful and long-term relationship between the department and our colleague(s). 2. Confirm with new colleague ifthey have any questions regarding the Human Resources Induction discussion points andjor the Employee Handbook. Refer to Appendix 1. All new colleagues should be inducted and familiarized in department, Refer to Appendix 2. 3, Welcome to CRO and introduction to departmental colleague(s)s: 3.1. Central Reservation Manager (CRM) or designated representative to welcome and introduce new colleague(s) to 3.14, Department. 3.1.2. Department Leader. 3.13. Immediate Supervisor & Other Supervisors. 3.14. Training Buddy. 3.15. — Department Colleague. 4, Departmental Organization: 4.1. Function of department. 4.2. Relationship of job to department. 4.3. Relationship of department to other departments. 4.4. Relationship of department to overall hotel. 5. Departmental Information and Work Are 5.1, Introduction to Property Management System. 5.2, Introduction to Channel Manager. 5.3. Introduction to Hotels. 5.3.1, Includes visit to Hotel. 5.3.2. Hotel brochures to be handed over to colleague. Page 1 of 7 ‘SOP. No. AK-QF-CRO-L 07/02/2021 8:40 aM ‘AL KHOORY CONFIDENTIAL AND PROPRIETARY INFORMATION The contents ofthis document are the property of Al Khoory Hotels and are confidential in nature. It may not be reproduced, disclosed, distributed or used without the exalicit permission of Al Khoory Hotels. Any other use is hereby prohibitedal khoory 6. Audi Audits provide an opportunity to reaffirm our credibility and at the same time highlights areas that need to be improved. This is to ensure that standards are in place and consistently maintained 6.1, Telephone Audit. Refer to AK-OF-GEN-16 & 17 (Telephone Etiquette) SOP. 6.2. Grooming Audit. Refer to AK-QF-GEN-15 (Grooming Standards) SOP. 7. Job descriptions and Responsibilities: 7.4. Basic duties and responsibilities 7.2. Job Performance Expectations & Standards of Performance. 7.3. Guest interaction standards & going over and beyond (WOW! 7.8. Departmental Health and Safety (Continuation from HR Induction) 7.4.1, — Safety work practices and methods, 7.4.2. Use of machinery and equipment. 7.4.3. Personal Protective clothing. 7.4.8, Accident Reporting, 7.4.4.1. All accidents must be reported to your supervisor immediately so that they can be investigated and prevented in the future, if possible. 7.4.4.2. The supervisor will complete an Accident Report Form. Refer to AK-QF-SEC-2 (Incident/Accident Report) SOP and send it to the Human Resources department and Security Department or in charge of recording accidents Copies of forms are kept in the department. 7.5, Al Khoory Fundamentals (Reinforcement). 7.5.1, Ref: AK-QF-GEN-S (Al Khoory Fundamentals) SOP. 8. Departmental policies and procedures: 8.1, Departmental policies and administration, 8.2. General Cleanliness of work area. 8.3, Departmental Security 8.4, Lost and Found Procedures. Refer to AK-QF-HK-32 (Lost & Found Procedure) SOP. 9. Working Conditions: 9.1. Break Period and location, 10. On the Job training: 10.1, Job training sequence. 10.2, Training Period, 10.3. Probationary period, 11. Evaluation: LLL. CRO Manager to evaluate and ascertain whether the new colleague(s} can be rostered for regular shifts or need more time, Page 2 of 7 SOP, No. AK-QF-CRO-1 07/02/2021 8:40 AM [AL KHOORY CONFIDENTIAL AND PROPRIETARY INFORMATION ‘The contents of this document are the property af Al Khoory Hotels and are confidential in nature. It may not be reproduced, disclosed, distributed or used without the explicit permission of Al Khoory Hotels, Any other use is hereby prohibited oOal khoory ‘Al Khoory Hotels has the right to modify/review or change the SOP/Policy at any time without prior notice. \ 2 | [' k yw Cw OG Lr Pay | Amit Kumar ffisaacs Wasim Raja ‘AUTHOR Revenue and Hotel Manager CORPORATE HR MANAGER Reservations : Manager \ Date: 23/12/2020 | Date: 23/12/2020 _| Date: 23/19/: Date? cane keer ly yd Tzvetkov Aru Kurhar fzar Ahmed Mr. Mohammed M.T. Khoory | ‘ops GM HOSPITALITY “GM PROCUREMENT & | MANAGING DIRECTOR PROJECT ae NEGOTIATIONS fed. pate: ULL Date: one Vo] 2/2) Page 3 of 7, SOP. No, AK-OF-CRO-L 07/02/2021 9:31. AM AL KHOORY CONFIDENTIAL AND PROPRIETARY INFORMATION ‘The contents of this document are the property of Al Khoory Hotels and are confidential in nature. It may not be reproduced, disclosed, distributed or used without the explicit permission of Al Khoory Hotels. Any other use is hereby prohibited,al khoory Appendix 1 (page 1) (induction & Familiatization Checklist New Colleagues ~ Human Resources) INDUCTION & FAMILIARIZATION CHECKLIST NEW COLLEAGUES (HUMAN RESOURCES) ‘COUEGUE NAME: START DATE: EMPLOYEE'S POSITION: IoucTion suooy: eM DISCUSSION COVERED RS 412. Alkhoory Comp History & Other Oisions 113. AKhoory Corporate Leadership - Owners & Directors 14 AlKnoory Hotel Management - Corporate Otter 115. Gono! Manage & Department heels), 6. Siter Properties 117. Upcoming Pract, 18. Orgaintional Chae 419._IoningFormsiies- forms ete 24, Baier and responses 22. lebDeserptions 23. Employee dourney with A Khoory Hotels 24 EmploymertCondtions 25. Safety practiesandsate work method 26, ecalaton Process 27._AlRvoory Fundemertals 3. Wotkstarting &frshing tines + punchn procest 32. Absenterim/Sicknss policy ard procedure 33. tatetowerk- policy and procedure 3. WorkSchacle change poe 3 prosecute 35. WC Felis or Coleages 36. Perzonalue of elephones 37. Overtime poy andrequrerrants 38. Paydayand method of payrrants 310, Desipntedenrance for colleagues 2.1L, Parting fer colleagues with ers, 212. Cam Advance 313, leave Foley BAI cats -Annual Leave, Emergency Lave, Matra eave Ha Leave et. 3:4, Lene Salary Page 4 0f7, SOP. No. AK-QF-CRO-1 07/02/2021 8:40 AM ‘AL KHOORY CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this document are the property of Al Khoory Hotels and are confidential in nature. t may not be reproduced, disclosed, distributed or used without the explicit permission of Al Khoory Hotels. Any other use is hereby prohibited. |al khoory Appendix 1 (Page 2) (induction & Familiarization Checklist New Colleagues — Human Resources) | khoory INDUCTION & FAMILIARIZATION CHECKLIST NEW COLLEAGUES (HUMAN RESOURCES) 4215, Probation Patiag 3.16. Contract Expiry & Reneveal 2.17, Performance Evaluation & Increment Plcy 3.18, Staff Accommodation - policies and best practices Including Vltors paley) 3219, Disciplinary Proeats 8 Grievance Handling 3.20, Bankaccounts, 10's insurances 2.21, Stef Cfeteris- Introduction and bert practices 3.22 Usage of systems 3.23, Public Holiays 3.24. Prayer Times including Ramadan Tings) 3.25, Do's & Dor'ts in UAE 3.26. Employee Engagement Activites - Stal Gathering, Indoor & Outdoor Activites. ‘Hotel Benefits FB & Rooms ara ag “44. Performance of duties n 42, Attendance 4.3, Punctuality 44. Behavior ee i Uiienedereiae eee Sieve acca hervones SA Tine doc os ta lederoae 32. Guingrowiaes lithe items on tis heclat have been explined tome nd understand and agree to comply with al the iter ated ‘ove Prin ame Sgatlame Date Page 5 of 7 SOP. No. AK-QF-CRO-L 07/02/2021 8:40 AM {AL KHOORY CONFIDENTIAL AND PROPRIETARY INFORMATION ‘The contents of this document are the property of Al Khoory Hotels and are confidential in nature. It may not be reproduced, disclosed, distributed or used without the explicit permission of Al Khoory Hotels, Any other use is hereby prohibited osal khoory Appendix 2 (page 1) (Induction & Familiarization Checklist New Colleagues Central Reservation Office) INDUCTION & FAMILIARIZATION CHECKLIST NEW COLLEAGUES ~ CENTRAL RESERVATION OFFICE ‘COLLEAGUE NAME: ‘START DATE EMPLOYEE'S POSITION: ‘NoUCTION BUDDY: DISCUSSION Toric ‘COVERED \surenvsoks a pec steerer eeaerat ied 2. Your af Depatent 22. Doparuventeadai/OUHet in Chaise 2. yest Supervuar€ the Supardiee 2a. ening Boy 233 Deparment Coeaquct TL fenet ef cepartment 12. alouerutip foto depanent 4.4. Raatceatip cf depariment ro othe éepctenus LA. Ralaicabip of depart to etal hats a {vest eae anger 52. Grooming Audi] 61 aie cies ane responsive: Keatnaston Hon todo 2. ledperlerance Fypeetier & Stan 1. Guet nora stanearce ong over and Keyed (WOW) 4.tsufty wan praciesnethes : Use cfmachrery and equipment tak trace ol herferanie Page 6 of 7 SOP. No. AK-QF-CRO-1 (07/02/2021 8:40 AM ‘AL KHOORY CONFIDENTIAL AND PROPRIETARY INFORMATION The contents of this document are the property of Al Khoory Hotels and are confidential in nature. It may not be reproduced, disclosed, distributed or used without the explicit permission of Al Khoory Hotels, Any other use is hereby prohibited. Cxal khoory Appendix 2 (page 2) (induction & Familiarization Checklist New Colleagues - Central Reservation Office) INDUCTION & FAMILIARIZATION CHECKUST NEW COLLEAGUES ~ CENTRAL RESERVATION OFFICE f_beranng sequence Coluagse Sqraues Reston &Ravenue Manager oxte Page 7 of 7 SOP. No. AK-QF-CRO-1 (07/02/2021 8:40 AM. AL KHOORY CONFIDENTIAL AND PROPRIETARY INFORMATION. ‘The contents of this document are the property of Al Khoory Hotels and are confidential in nature, It may not be reproduced, disclosed, distributed oF used without the explicit permission of Al Khoory Hatels, Any other use is hereby prohibited, Cc