GENERAL MANAGER BASIC JOB DESCRIPTION 7 (BASIC GUIDELINES)

SUBJECT                   1.07   BASIC GUIDELINES                                  

GRIEVANCE PROCEDURE

There is differing terminology referring to disputes and grievances in the workplace.

Obviously the manner in which a grievance is raised and the manner in which it is most appropriately dealt with will vary according to local culture and the employment relation’s environment. In many cases a “a grievance procedure” refers to an issue raised by an individual employee, and a “dispute procedure” refers to more broadly based claims covering a substantial section of the workforce (and are often brought to management’s attention by way of third party, such as a trade union) however these terms are interchangeable.

Whereas it is not reasonable to expect management to anticipate all potential disputes and grievances, it is likely that most employees will at some stage have issues which concern them at work, and it is appropriate that these issues are brought to the attention of management.

It is therefore very important that when these issues are brought to your attention a number of key guidelines are followed as a matter of urgency :

1.    Management should make every effort to understand the nature and dimension of the grievance, and the reason for it being raised.

2.    Demonstrate empathy through actions and words-whether your agree with what is being said - you must remember, that his is a big step for the grievant;

3.    Management should immediately inform the employee/employees of the mechanism to be followed and ensure that they understand the timeframes;

4.    Default to your local grievance procedures and document the steps taken as well as the outcomes

In addition, these pro-active steps should form part of your annual management development program :

·         Management and supervisory levels should be aware of and trained on identifying grievances as they occur  and understand their role in effective grievance management.

·         All managers should acknowledge the key influence which poor grievance management has on the employee relation’s environment.

·         The non-handling of grievance gives rise to frustration which can permeate through to other employees and promote an uneasy working environment in which disputes and poor employee relations can arise.

References : Human Resources Manual

PART :                        2          OWNERS-MANAGEMENT                         

SUBJECT                 2.01    BASIC GUIDELINES

PRINCIPAL

·         XXX XXX Entertainment Centre Indonesia is made up of managed hotels only.

·         Owning Companies with whom XXX XXX Entertainment Centre Indonesia has signed a management contract owns the managed properties.

·         Relationship with Hotel Owning Companies should be maintained by the General Manager, the Regional Business Development Director or President & Vice President of XXX XXX Entertainment Centre Indonesia, depending on the subject to be discussed and its importance.

RESPONSIBILITIES

·         The General  Manager should be responsible for the following with the Owning Company in relation to obligations foreseen by the management contract, including:

·         Budget presentation according to reduced format

·         Results presentation

·         Use of Fixtures, Furniture and Equipment (FFE) reserve

·         Any other contractual clauses

·         All documents should be presented with an introductory letter.

·         Any additional documents requested by the Owning Company must be authorized by the XXX CEO.

·         The General Manager should be responsible for the presentation of these documents to the  Owning Company and for answering any questions on daily Hotel Operations

·         In the absence of the General Manager or in case of emergency, the Hotel Financial Controller should deal with these matters.

·         The financial Controller should always be present with the General Manager (if the Financial Controller should be unable to attend, his/her input must be obtained in advance) when the following topics should be discussed:

·         Accounting – Budget – Financial and Contract Data

·         If the Owning Company would like meetings to be held on a regular basis, in order to discuss Hotel results, approval must be abstained from the XXX Regional CEO or his Subordinates. The XXX Regional CEO should be required to attend these meetings.

·         Any question raised by the Owning Company in need of an interpretation of contractual clauses should be forwarded to the XXX CEO by the General Manager ( if necessary the documents should be translated into English)

HEAD OFFICE

·         All questions and situations going beyond the strict application of the management contract must be forwarded to the XXX CEO by the General Manager

·         The XXX CEO must be informed, in confidentiality, of all situations arising with the Owning Company that cannot be resolved by the General Manager.

·         All correspondence regarding XXX XXX Entertainment Centre Indonesia’s relationship with the Owning Company must be forwarded to the XXX CEO.

SUBJECT       2.02   COMPANY COMPLIMENTARY AND REDUCED RATES POLICY

MANAGED HOTELS

·         All managed Hotels should have an updated list of Owning Company officers and representatives who should be entitled to XXX XXX Entertainment Centre Indonesia privileges.

·         Where such a list does not exist, the XXX CEO or General Manager should establish one, in accordance with the owning Company and with the final agreement by the President of XXX XXX Entertainment Centre Indonesia.

·         In general, the following should by entitled to owning Company privileges:

·         The Owning Company Chairman, their spouse and children or

·         The owning Company Managing Director or the permanent representative of the Chairman.

·         The utmost must be done to maintain the best possible relationship with all officers and / or the representatives of hotel Owning Companies.

·         Upon arrival or departure, a member of the hotel Executive Team must greet officers and representatives.

·         Verify if there should be a clause in the management contract relating to reduction for Owning Company officers and representatives. In this case, apply the rate that has been agreed.

·         For Owning Company officers staying in their own hotel, accommodation should be generally complimentary or charged 50% reduction according to house procedures. Food and beverage should be either complimentary or charged at 25% to 50% reduction according to internal procedures.

·         Such house procedures should be submitted to the Owning Company Chairman for endorsement. The Chairman should notify the Owning Company Officers and Representatives of the benefits and special conditions available.