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.
