Customer Care Programme
The Pier Hotel

Customer Service D30151
Amy McNamara
6/03/13

Table of Contents Introduction 1 Handbook Introduction 2 1. New Employee Orientation Checklist 3 2. Our Believes, Vision and Mission 3 2.1 The Specialist Nature of The Pier Hotel 4 2.2 Core Values 4 2.3 Brand Promise 4 2.4 Our Mission Statement 4 2.5 Our Vision Statement 4 3. Staff Expectations 5 3.1 Expectations of The Pier Hotel as an Employer 5 3.2 Expectations of The Pier Hotel as an Employee 5 4. Getting Started 6 4.1 Recruitment & Section 6 4.2 Policy of Recruitment & Selection 6 4.3 Eligibility 6 4.4 Interview 6 4.5 Selection/Appointment Process 6 4.6 References 7 5. Work Commencement 7 5.1 Employment Contract 7 5.2 Induction 7 5.3 Personal Records 7 5.4 Salary/Wage 8 5.5 Probation 8 6. Leave Entitlements 9 6.1 Annual Leave 9 6.2 Maternity Leave 9 6.3 Compassionate Leave 10 6.4 Sick Leave 10 6.5 Emergency Family Leave 11 6.6 Leave for Medical/Dental Appointments 11 6.7 Jury Duty 11 7. Time and Attendance 11 7.1 Absence from Work 11 7.2 Punctuality 12 7.3 Flexible Working Conditions 12 7.4 Overtime Regulations & Time in Lieu 12 7.5 Rest Periods 13 8. Employee Benefits/Facilities 13 8.1 Employee Room Discounts 13 8.2 Meals/Staff Quarters 13 8.3 Function Room 14 8.4 Holiday Pay 14 8.5 Pension 14 9. Diversity and Employment Opportunity 14 9.1 Dealing with Bullying in the Workplace 15 9.2 Harassment 16

Introduction

Successful business requires some formal written policies for their staff. It is a kind of preventive guide for employees, and also can serve as a good business planning tool. Having an employee handbook can help managerial staff save time as formal policies help cut down on answering the same questions over and over again. It is a way to document the expectations and obligations of the organisations internal customers. Policies that are written can create consistency and can in preventing staff disputes and can also legal disputes. A handbook that is well drafted and enforced can ward off accusations of favouritism and helps provide clear regulations on a company’s positions against discrimination, retaliation, harassment etc.

In this assignment I will construct an employee handbook for The Pier Hotel. This handbook should offer general information and guideline to enhance The Pier Hotel’s employee/employer relationships. I will develop the handbook to provide a communication method so that our employees can familiarise themselves with the hotels goals and expectations. It will also include the hotel’s general rules and regulations, along with the benefits of employment. The handbook I am designing is aimed so that it answers employee questions.

Handbook Introduction

Welcome and thank you for working with us here in The Pier Hotel!

This booklet has been designed to communicate how we work here and our method to creating an optimistic employee climate and achieving results. The Pier Hotel is dedicated to policies and practices that provide equality of opportunity protect the health, safety and dignity of workers and promote respect for others in our workplace.
The employee policies in this book describe the rights and responsibilities of our staff and those of The Pier Hotel. It will detail how you as an employee should be treated and the behaviours for you to display. It is the policy of The Pier Hotel to reliably conduct its business with honesty, integrity and comply with all legal and ethical standards. In return we require our employees to display a primary duty to the hotel.

It is essential that all employees take personal and individual responsibility to comply with the policies in this handbook. You are expected to behave in a safe manner, a non-discriminatory way and not to partake in any acts of inappropriate conduct. Our overall success lies in the satisfactions of our guests. We treat our guests with respect and provide them with great service so that they return to our hotel on their next visit. Our management team maintains an “open door” policy and wants your ideas.

From time to tome it may be necessary for us to revise and alter the contents of this handbook in line with legal requirement and company practices. These changes will be notified to you. In the event of any ambiguity or doubt to the meaning of any statement on this handbook, a ruling given by the General Manager will be conclusive.
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Our company has decided that you can contribute to the success of our organisation, and we will look forward to seeing you grow within our company

We wish you well during your employment with us and look forward to working with you.
Again – Welcome! We are pleased that you have joined our team!

1.
New Employee Orientation Checklist
The following items will be presented to you to sign once you have completed reading our hotels employee handbook:

* All our new employees will be placed on a preliminary 6 month probation period from the first day of their employment. This is probation period is subject to change based on staff performance. Management reserves the right terminate your employment either during or at the end of this period. * We maintain a 24 hour, 7 days per week telephone answering service. If you are late, unable to work or miss ANY scheduled work, you must contact The Pier Hotel by telephone or in person at least one hour prior to your start time or one hour if leaving you scheduled shift early. Failure to do so can result is discipline or termination. * Punctuality is important for our establishment. When you arrive for your shift you must clock-in using the allocated clock-in machine. If you do not have a clock-in identification number or if there is any reason you cannot clock in please consult with a member of our supervising or management team. If you do not your pay may be delayed. * All operations within The Pier Hotel are strictly confidential. Employees are prohibited from discussing our company and its operations with any outside source. This includes the confidentiality of our guests. * Performance reviews will be conducted at the end of your probation period, and annually thereafter. All aspects of your work will be discussed in this review. * Report any work related injuries to your job site supervisor/manager immediately. * Verification of certain personal details will be required. These details include: * Birth Certificate * Passport/Drivers Licence * Bank Details * Qualification Certificates * 2 written references * Garda Vetting

2. Our Believes, Vision and Mission

3.1 The Specialist Nature of The Pier Hotel
We are in the business of hospitality. Hospitality is the act of kindness in welcoming and looking after the needs of guests or strangers, mainly in relation to food, drink and accommodation. We at The Pier Hotel strongly believe that our guests happiness and satisfaction come first while they are staying in our establishment.

3.2 Core Values
Core values are what we value within the organization. These values are as follows: * We expect our staff to do the right thing in any given circumstance, even if it is not the most popular or easiest thing to do. * Take time to recognise others for their contributions, sacrifices and achievements. * We believe an individual’s true colours are shown in the face of adversity. Employees are responsible for each other’s success and should do whatever it takes to achieve the desired results. * Take action when required to. We do not expect others to take care of a task or problem.

3.3 Brand Promise
We conduct our business with three promises we aim to provide our guests: * People come first * Exceed Expectations. * Do Tasks with Passion.

3.4 Our Mission Statement
“We at The Pier Hotel wish to provide superior services within an optimistic working environment so as to make our guests feel at home away from home. Each of us is accountable for offering supreme satisfaction by delivering exceptional quality and by continuing to strive to exceed our guest’s expectations.”

3.5 Our Vision Statement
‘’At the Pier Hotel it is our vision that we exceed excellent service. We foster community among our staff which we believe transfers into superior standards of service. We are a three star hotel aiming to provide five star service’’

3. Staff Expectations
We at The Pier Hotel value our employees. It is our workers that enable us to be successful, productive and efficient when we conduct our business. However, we do have expectations for our staff as they do for us as their employers.

4.6 Expectations of The Pier Hotel as an Employer
Employees can expect their employer to try its best to: * Demonstrate respect for employees at all times. * Act in line with our mission statement and core values. * Operate in a consistent and fair manner. * Cultivate a mutually respectful, open and professional working environment. * Operate within the laws of hospitality. * Encourage professional in line with our organisational goals.

4.7 Expectations of The Pier Hotel as an Employee
Employees are expected to try their best to: * Contribute to the work of The Pier Hotel. * Adhere to The Pier Hotels code of conduct and ethics, and established codes of behaviours of working with people. * Be focused on the quality of work with and for our guests. * Act in line with our mission statement and core values. * Cultivate a mutually respectful, open and professional working environment. * Adopt a collaborative and co-operative approach to all work, where input from each person is valued and respected. * Implement a flexible ‘can-do’ attitude to problem solving. * Take ownership and accountability for the completion of tasks. * Agree and strive to achieve challenging organisational and personal goals.

4. Getting Started
Good working relations within The Pier Hotel are a major contribution to our organisations overall success. Our policies in The Pier Hotel apply to all employees. We aim to nurture good working relations by ensuring that all of our internal staff is properly rewarded, provided with satisfactory working conditions and are treated with respect.
Employees are expected to carry out their duties with competency and to co-operate with efforts to improve standards of work. The Pier Hotel recognises the importance of equal opportunities polices and endeavours to ensure that decisions in our organisation are based on ability, qualifications and suitability for the position.
Our resources are focused on safeguarding working conditions; amenities and office equipment are conducive to achieving the high standard of efficiency to which we aspire.

5.8 Recruitment & Section
The Pier Hotel will attempt to guarantee that the recruitment and selection process will be clear and be conducted on the foundation of fairness and suitability. Employees and applicants will be treated with dignity and fairness during the recruitment and selection process.

5.9 Policy of Recruitment & Selection
Where the advertisement of vacancies is not covered by contractual agreement with external funders, The Pier Hotel may choose to advertise internally or externally using appropriate media.

5.10 Eligibility
We set our conditions for eligibility for interview prior to short-listing. Candidates who meet our set of criteria will be called for an interview.

5.11 Interview
Our interview panel consists of the General Manager and the manager of the department advertising for the job vacancy. Interviews will follow a systematic approach to determine the suitability of the entrant for the available position. If feasible, interviews will be conducted within one month of advertising the vacancy. Official records will be kept and accessible by under the Freedom of Information Act 1997 and 2003.

5.12 Selection/Appointment Process
The Pier Hotel is devoted in the recruitment of committed, confident and competent staff. We at The Pier hotel reserve the right to appoint aptly qualified internal and external candidates. Where an applicant has been interviewed for a similar position within the previous six months or is part of an agreed panel further interviews may not be essential. The candidate that is successful will be notified of their employment by phone or letter at the conclusion of our recruitment process. The remaining applicants who were unsuccessful will be advised of the outcome after the selection process.

5.13 References
The Pier Hotel will check all applicant references before offering employment. We require two satisfactory references that are requested by phone, letter, email or fax. Verifications of qualifications will need to be presented in written form or by presenting award received.

5. Work Commencement
Once our new employee has been selected there are tasks we in management must undertake to inform and train our staff for their new position.

6.14 Employment Contract
Employees will be issued with two employment contracts; they must read and sign both copies of the contract. One is kept by the employee and the other is held in our personnel files. The main terms and conditions of employment are contained within the Employee contract presented.

6.15 Induction
Policy: The Pier Hotels policy is to facilitate the effective integration of new employees into our organisation in a professional manner that is reasonably timed.
It is our endeavour that all new employees of The Pier Hotel are familiarised with the demands and opportunities of their roles, basic modes of working within our organisation, patterns of relationships and with procedures for ensuring a safe and healthy working environment. New staff members are advised of The Pier Hotels guidelines and handbooks and are obliged to familiarise themselves with theses in a timely fashion.

6.16 Personal Records
Policy: All substantial documentation/records will be kept in the employee person file and/or on computer. Examples of this includes contracts, annual review reports, information concerning illness or medical conditions, training agreements, personal information, attendance records and disciplinary records. All this information is confidential.

Personal Information
We ask our employees to inform management and administration of any important changes to these records. These include any changes in: * Your name * Marital status * Address * Change in bank details * Change in contact details * Number of dependants, etc.
If you have a medical condition of which we should be aware of, please inform your Supervisor or Manager.

6.17 Salary/Wage
New employees start on minimum wage under the National Minimum Wage Act 2000. The rate of which is €8.65 per hour. However, employees will get an increase in pay at the end of their probation period (see 4.11 Probation) which will bring their rate up to €9.65 per hour. Employees will get time and a half for Sunday work and Public Holidays or alternatively have a lieu day (a day off work with full pay).
Supervising and Managerial staff will be on salary pay. This salary is based on hours of work, skill and experience. All employees are requested to submit a P45 showing details of PPS number to our Account Department. Salaries will be paid weekly by internet transfer to a designated bank account Friday each week. A payslip will be provided for each payment period and will itemise pay, statutory and other deductions.

6.18 Probation
The purpose of the probationary period is to provide an opportunity to evaluate the performance and suitability of the new employee in the position. It will also help the employee to understand the post fully and its responsibility as well as the performance and expectations of him/her in the position. The Pier Hotels probation period is six months from the employee start date. At the end of the probation period a formal meeting will be conducted which will include the employee, their department head and the general manager. During or after the probationary review, employment may be terminated if the probation has been unsatisfactory. The Pier Hotel reserves the right to confirm successful completion of probation, extend probation or terminate employment during the review.

6. Leave Entitlements
The Pier Hotel Management regulations clarify that our employees must invoke his/her entitlement to annual leave. Our leave entitlements set up with Irish legislation and have been applied as follows: 7.19 Annual Leave
For all new employee contracts issued on or after 1st January 2013 the annual leave entitlement is 22 days per annum pre rata. In addition to these 22 days, there are 9 public holidays plus Good Friday (bank holiday) in each calendar year: * New Year’s Day * St. Patrick’s Day * Good Friday * Easter Monday * May Bank Holiday * June Bank Holiday * August Bank Holiday * October Bank Holiday * Christmas Day * St. Stephens Day
As we are in the business of hospitality the only day The Pier Hotel is closed is Christmas Day. This means that not all members of staff will be off work for the other public holidays. However, we offer time and half increase on employee wages and give them a day lieu which means they can take a day off and be paid in full for that day. Any lawfully added or substituted public holidays will be taken account of.
Holiday pay: Pay in respect of annual leave is paid in advance at the normal weekly rate. If your pay varies, your pay for your holidays is the average of your pay over the 13 weeks before you take holidays.

7.20 Maternity Leave
If an employee becomes pregnant while in employment, they are entitled to take maternity leave. The entitlement to a basic period of maternity leave from the hotel extends to all female employees, regardless of how long you have been working for The Pier Hotel or the number of hours worked per week. Additional unpaid maternity leave is also available. We incorporate The Maternity Protection Act 1994 and The Maternity Protection Act (Amendment) 2004 to provide our employee statutory entitlements in relation to maternity leave from the hotel. This act states that employers must give at least 2 weeks leave to employee prior to delivery date and at least 4 weeks after.

Maternity Leave of The Pier Hotel * 26 weeks paid maternity leave. * A further 16 weeks unpaid maternity leave. * Health and Safety Leave – this is where returning to work may be hazardous to the employee or others. * You are protected against unfair dismissal in relation to pregnancy. * You are entitled to leave for any public holidays that occur during your maternity leave (including additional maternity leave). The right of employees to leave for public holidays is set down in Section 21 of the Organisation of Working Time Act 1997. * If you have the misfortune of a stillbirth or miscarriage any time after the 24th week of pregnancy, you are entitled to full maternity leave. * We offer Paternity Leave 3 weeks of paid leave for employees who have worked 6 months or more. * We offer 26 weeks paid leave for adoptive parents * The Pier Hotel complies with the Parental Leave (Amendment) Act 2006, which provides parents with a temporary unpaid break from work to take care of young children

7.21 Compassionate Leave
Policy: Compassionate leave may be granted to provide for personal or family need especially when there has been a death or critical illness in the family
The Pier Hotel offers 4 days of Bereavement leave with pay. Should it be necessary to have additional leave, a request in writing may be made to the General Manager.

7.22 Sick Leave
We offer sick leave once a medical certificate which has been stamped by your General Practitioner has been submitted to us within three days of absence. For the first three days of absence no payment will be issued, every initial work day after that will be paid. This is in compliance with the Payment Wages Act 1991.
If for any reasons of sickness you are required to inform the hotel at least one hour before you scheduled work shift. Failure to do this can result is in dismissal or termination. Uncertified sick leave is given to allow recovery from genuine illness, we allocate maximum of 3 days for this.
The Pier Hotel reserves to right to request employees that have been absence due to illness to visit our own doctor for examination.

7.23 Emergency Family Leave
An employee is entitled to leave with pay from his or her employment for urgent family reasons owing to the injury or illness of any of the persons listed below.

* A child or adoptive child of the employee. * The spouse of the employee, or a person with whom the employee is living as husband or wife. * A brother or sister of the employee. * A parent or grandparent of the employee. * Persons in a relationship of domestic dependency, including same-sex partners.

An Employee is entitled to 3days paid leave in any consecutive 12 months, or 5 days in any consecutive 36 months.

7.24 Leave for Medical/Dental Appointments
We ask our employees to make appointments outside their working hours. If this is not possible and the employee will be allowed to attend the appointment but we may request proof of this attendance. If this becomes an on-going situation then a written request will be required for the consideration of the General Manager.

7.25 Jury Duty
If an employee is called for jury service we ask you inform your department head or the general manager of such immediately. Special paid leave is allowed to employees who are required to carry out jury service An employee is expected to return to work as soon as possible after released from jury obligation, or as soon as possible after being released from the court in the event that they are not called. 7. Time and Attendance

Policy
Based on the Organisation of Working Time Act 1997 work times and break times can be flexible with the prior agreement of the employee’s Supervisor. It is obligatory for all employees, to record their hours of work on a weekly basis and provide the weekly record to their Supervisor.

8.26 Absence from Work
All absence from The Pier Hotel must be authorised. Where absence is due to sickness the sick leave policy applies.
It is part of best practice in The Pier Hotel to monitor the absence records of all employees.
Absence, other than for sickness, must be authorised by the employee’s department head. While every effort will be made to deal with time keeping or attendance problems in a supportive way, The Pier Hotel reserves the right to deal with consistent or chronic problems under the disciplinary procedure noted below.

Where an employee is absent for an extended period of time or on an intermittent basis for medical reasons, The Pier Hotel may require the employee to attend a suitable medical doctor for professional advice on the Employee’s fitness to return to work. This is done in line with The Pier Hotel’s duty of care and in the best interests of the employee.

8.27 Punctuality
Regular attendance and good time keeping are an essential part of the smooth and effective running of The Pier Hotel. Where an workers time keeping is believed to be of concern it will be discussed during supervision with a view to an agreed plan for improvement. Where this and subsequent reasonable efforts are unsuccessful in bringing about acceptable time keeping it may be referred to a disciplinary procedure.

8.28 Flexible Working Conditions
Policy: All employees are required to be prepared to work flexible working arrangements to facilitate the work of The Pier Hotel and the provision of services. This includes working overnight, weekends and bank holidays
As we are in the hospitality business, our establishment is open 24 hours a day, 7 days a week with the only exception being Christmas Day. Our Department shifts are as follows: Front Office Receptionist shift: 7am – 3:30pm3:30pm – 11pmNight Porter Shift: 11pm – 7am | BarBar shifts: 11am – 3pm 12pm – 6pm 3pm – 9pm 4pm – 11pm 8pm – 1am | KitchenKitchen Porter shifts: 10am – 4pm4pm – 10pmChef shifts: 6am – 3pm 3pm – 9pm | Restaurant Waiting shifts: 7am – 3pm 3pm – 8pm 4pm – 9pm | AccommodationHouse Keeping shifts: 7am - 4pm 12pm - 4pm4pm – 10pmCleaner shifts: 5am -9am |

8.29 Overtime Regulations & Time in Lieu
Policy
If an employee works more than the agreed time in a week then the employee may be offered time off in lieu subject to the agreement of the employee’s supervisor. The taking of time off in lieu must not interfere with carrying out normal work or with the provision of service by The Pier Hotel. The employee must endeavour to prevent the accumulation of hours worked over the agreed time. Accumulation of more than 10 hours that will be sought as time off in lieu can only be allowed with the prior agreement of the employee’s department head. Payment will not be made in respect of hours worked in excess of that agreed or to replace time off in lieu. (Organisation of Working Time Act, 1997)
Because of the nature of The Pier Hotel’s work it is important to be flexible in hours worked.
However, a strong effort must be made not to accumulate large amounts of time worked in excess of that agreed in the Employee’s contract. In addition to seeking prior permission to accumulate more than 10 hours of anticipated time off in lieu, the Employee must take time off in lieu accumulated in one calendar month in the next calendar month e.g. extra hours worked in January, must be taken as time off in lieu in February. Otherwise these hours will be disallowed.

8.30 Rest Periods
Policy
Employees are entitled to: 15 minutes rest where up to 4.5 hours have been worked, and
30 minutes where up to 6.0 hours have been worked, which may include the first break
Employees are not entitled to “smoke breaks” in excess of these rest periods.

8. Employee Benefits/Facilities
We at The Pier Hotel value our staff. Our staffs a key factor in the success, productivity and effectiveness of our establishment. They are the faces of our company and we offer benefits to them to show our appreciation for their hard work and dedication.

9.31 Employee Room Discounts
We offer our employees discounts on our rooms. They will receive a 50% discount on a room (subject to availability) and a discount of 30% for employee family and friends. This room includes complimentary Full Irish Breakfast. To avail of this please contact your department head or our General Manager.

9.32 Meals/Staff Quarters
We have an allocated area for our staff for their breaks. These staff quarters are located in the basement of our hotel off our car park. Here we provide the following: * * Fridge/Freezer * Toaster * Microwave * Comfortable seats and tables * Vending machines * Television with DVD and full cable * Toilet facilities * Smoking area located outside room

Our employees can avail of a free meal from the restaurant. They chef will identify which meals our staff can avail of every morning free of charge from the daily menu. For other options there is a supplement charge of €2. We ask that employees inform the chef of their chosen meal and time of break so the chef can prepare it for them.

9.33 Function Room
Depending on availability, we offer a staff a discount of 25% off parties booked in our hotel. They will receive the same treatment as any other customer at their function and will also receive one complimentary drink per guest.

9.34 Holiday Pay
Based on the employee's working hours during what is called the leave year, which runs from April to March. An employee who has worked at least 1,365 hours in the leave year is entitled to the maximum of 4 working weeks' annual leave unless the employment ceases during the leave year. Many employers use the calendar year (January-December) instead of the official leave year to calculate entitlement

9.35 Pension
The Pier Hotel does no pay any contributions towards pension schemes. Employees who have at least 6 months service in the hotel can set up and contribute to a PRSA through payroll deductions. Please contact the Accounting Department for further information.

9. Diversity and Employment Opportunity
Policy: The Pier Hotel is committed to principles of equal employment opportunity for employees and applicants in accordance with related laws, does not discriminate on any basis prohibited by law. The Pier Hotel’s decisions are based on merit, qualifications, ability and relevant experience. Implied in our policy is a commitment to maintaining a working environment that is free from discrimination, harassment and sexual harassment.
To guarantee equal employment opportunity to qualified individuals with disabilities, The Pier Hotel will make reasonable accommodations for the known physical and mental disabilities of an otherwise qualified individual with a disability unless undue hardship would result.
Employees are obliged to support the implementation of the equal employment opportunity policy and to comply with all applicable laws prohibiting discrimination in employment. If at any time an employee becomes aware of a violation of this policy, there is an obligation on the individual to report it to our management team. They will investigate the matter in a fair and open manner. 10.36 Dealing with Bullying in the Workplace
Policy: The Pier Hotel is dedicated to the right of all employees to respect and dignity at work.
Bullying in the workplace establishes a real threat to the safety, health and welfare of people in the workplace. The key objective of the anti-bullying policy is to communicate clearly that cases of bullying will not be tolerated and that protective measures are in place both to prevent the occurrence of bullying and to deal appropriately with any cases that might arise.
“Workplace bullying is repeated inappropriate behaviour, direct or indirect, whether verbal, physical or otherwise, conducted by one or more persons against another or others, at the place of work and/or in the course of employment, which could reasonably be regarded as undermining the individual’s right to dignity at work. An isolated incident of the behaviour described in this definition may be an affront to dignity at work but as a once off incident is not considered to be bullying.” (As defined in the Report of the Task Force on the Prevention of Workplace Bullying –published by the Stationery Office, March 2001, and published on the HSE web site 2009).

Identifying the Problem
Bullying can transpire directly or indirectly: * In positions of authority where a Manager/Supervisor can use the position to behave inappropriately or without due care to an employee * When a junior employee is resistant to change/begrudges/dislikes a Manager/Supervisor and creates a hostile atmosphere for management to carry out their role * Can be conducted by one or more persons against another or others.

Bullying can manifest itself as numerous types of behaviour, which can include: * * Humiliate * Intimidate * Verbal Abuse * Victimise * Exclude or Isolate * Intrude through pestering, spying or stalking * Give repeated unreasonable duties, which are clearly unfavourable to one individual * Imply Threats * Create a hostile atmosphere for another to work in. * Being abrupt and offensive when dealing with that employee * Continually imply/undermine another person’s work

10.37 10.38 Harassment
Policy: The Pier Hotel complies with the Employment Equality Acts 1998-2008; our establishment does not condone harassment and seeks to prevent harassment in the workplace.

The Pier Hotel prohibits any sexual, racial, ethnic, age or other illegal harassment by any employee. Such harassment is a serious violation of company rules. Sexual harassment is specifically defined as unwelcomed sexual advances, requests for sexual favours, and other verbal or physical conduct or communication of a sexual nature when: * Submission to such conduct or communication is made a term or condition either explicitly or implicitly to obtain employment. * Submission to or rejection of such conduct or communication is used as a factor in decisions affecting such individual’s employment. * Such conduct or communication has the purpose or effect of unreasonably interfering with an individual’s employment, or creating and intimidating hostile or offensive employment environment.

The company also discourages romantic relationships between supervisors and subordinates and prohibits any such conduct if it is unwelcome. Anyone who is an unwilling participant in such a relationship must notify the General Manager, department head, or supervisor immediately. Because of the Hotel’s commitment to providing a work environment free from illegal harassment as described above, including freedom from a hostile or offensive employment environment, this company specifically charges each employee with the duty and responsibility to assist in the implementation and enforcement of this policy. Every employee is required: * To refrain from behaviour that violates the harassment policy; * To politely but firmly confront any person who the employee believes to be engaged in conduct in violation of the policy, identifying the behaviour or conduct considered offensive and requesting that the offending conduct cease immediately; * If this request does not remedy the perceived problem (or if an employee who observes a perceived violation of the policy is unable for any reason to engage in the direct communication with the offending person) the employee must immediately report the alleged harassment to his or her immediate supervisor or to the General Manager.

Compliance with this policy is critical. Individuals, who are advised that another considers their behaviour or comments offensive, are expected to respond respectfully and appropriately to any such information, in a good faith effort to eliminate any misunderstandings and/or potential violations of this policy. Those who bring good faith allegations of harassment to the attention of their management will not be subjected to retaliation for having done so.
Any employee who violates this policy is subject to discipline up to and including immediate discharge, at the Hotel’s sole discretion.

10.39 Security of The Pier Hotel
This policy explains the various security arrangements we currently have in place at The Pier Hotel. Your cooperation is particularly important because of our obligation to protect the security of our clients’ and our own confidential information.

What you can expect from The Pier Hotel. * A high priority placed security, both of the people who work here and our property, including information that we hold. What The Pier Hotel expects from you. * Understand your responsibilities and contribution to the security of The Pier Hotel and its people. * Cooperate with the security team when you are required to do so.

Building Security
All staff will be issued with a company key card. These key cards activate all department security doors that are for staff use only. If you misplace your key card, you must contact Front Office immediately so they can deactivate the card and issue you with a new one. Staff will not have access to management office or safe room. If you are require to enter the safe room at any time it is important you have a member of our supervising or managerial staff accompany you. In the safe room there is a signing book you and your supervisor/manager must sign, date and explain why you had to enter the safe room. The safe room is where our company keeps change and profits made, which is why it is of upmost importance the room remain secure.
Management stipulates that it is not responsible for valuables and employees personal belongings (their handbags, items kept in the personal lockers, etc.). We at The Pier Hotel take all possible measures to prevent theft among employees and of employee belongings through its hiring practices and through the implementation of effective management, human resources and operational policies, such as: * Background checks of selected applicants * Policies related to employees' entry to, and exit from, the workplace * Spot checks of locker rooms and lockers * Effective supervision and control during the work cycle * Policies related to the discovery of criminal records and wrongdoing among, and by, employees * Control of people entering and exiting the workplace

With regard to guest valuables, management informs guests that the hotel is not responsible for valuables left in the room, advising them to secure these in safety deposit boxes provided by the hotel. Besides taking care of security issues related to the people they employ (as outlined above), management must undertake some necessary measures, among which: * Providing safety deposit boxes and areas to keep valuables * Policies and practices to ensure the security of these boxes and areas * Management and operational policies regarding the security of guest rooms * Management and operational policies regarding the security of public areas * Security policies and practices for the back-of-the-house areas * Employment and training of security personnel * Policies and practices to minimize the "presence" and "patronage" of "shady characters" and criminals, verification of registration and check-in personal data and documentation submitted, and curtailing free movement of unknowns on the premises, as well as direct, free flowing communication with local, national and international security authorities. * Training of staff in guest and valuable security * Effective supervision and control procedures.

We have multiple CCTV cameras placed on the hotel grounds. These are stationed at various points, including access and egress points, secure areas of the building and certain storage and/or emergency areas. The cameras are visible and their positions have been determined by the need to maintain security of the building, its staff, guests and property. Footage from the cameras is monitored regularly to ensure that we are alerted to any suspicious or dangerous activity. From time to time we do a routine security check which includes but no limited to: * A security check to see who is in the building. * Where we have reasonable belief that there has been, or is about to be a security breach * Where we belief a criminal offence has been or may be committed. * Where we reasonably belief that a member of staff is in breach of their contract or another of our rules, or otherwise abusing our trust.
Depending on the results of these checks we may investigate further to an individual’s key card swipes.

10.40 Front Office Security
Front office staff must be vigilant in allowing visitors into our establishment. There are three doors of our Front Office Reception. The first is the on-street entrance for our guest, the other is a secured door for guest to access our rooms, and the final is a secured door for guests to access our bar area. Guests can access secured doors with their room key card. When a visitor comes to our hotel front office staff are required to: * If here to see a guest, call the guest room number and inform the guest of their visitor. * Do not give our room numbers or any other guest details. * The only place the visitor can go besides front office is out lobby, unless a guest escorts the visitor to their room. * If a person telephone calls for a guest transfer the call to the guest room. Do not give out guest information over the phone. * There is a panic button located under the reception desk (which is shown to you in induction). This button is to be used in the case of an emergency. * When your cash float is above €1000 you must inform a member of management so they can drop money into the safe room. This is a security measure that must be followed to at all times.

10.41 Bar/Restaurant Security
Our bar and restaurant is not only for guest use but is open to the public also. It is vital that bar and restaurant staff follow the following procedures when working in their departments: * It is illegal to sell alcohol to people under the age of 18. If you suspect any person of not being this age you are required to ask them for ID to show proof of age. * The Bar area must have at least one person behind it at all times to ensure that unauthorised personnel or patrons do not enter it. * We provide two security door operatives, these men are trained fully to handle any problems that may arise on your shift in the bar/restaurant. If there is any problem you must inform the security on duty to handle the situation. In no circumstance are you to touch patrons or verbally abuse them. * When your cash float is above €2000 you must inform a member of management so they can drop money into the safe room. This is a security measure that must be followed to at all times. Bomb Threats
Precautions and measures that may be taken in the above case: 1. Security nets and body searches for guests not known to the staff. 2. Banqueting suites and other non-public areas should be security checked and locked after use 3. Goods received and bags should be checked and kept tidy. 4. If a bomb threat is received via telephone, the telephonist should note carefully what exactly is said, the time of the call received the accent of the caller and background noise if any. After the alert the GM should stay put in the lobby where he can be reached easily. 5. Duties and responsibility of staff during an emergency should be well-defined. 6. The hotel should work closely with the police to keep them updated. 7. Housekeeping and Accommodation supervisors should be trained to conduct security checks in the guest rooms.
Types of Security at The Pier Hotel 1) Physical aspect 2) Security of persons 3) Security of systems 1) Physical aspect is divided into two parts Internal and External

a) Internal security * Against theft * Fire safety * Proper lighting * Safeguarding assets * Track unwanted guests

b) External Security * Proper lighting outside the building * Proper fencing of the building * Manning of service gates to restrict entry * Fixing of closed circuit TV cameras

2) Security aspects of persons
a) Staff * Effective recruitment and selection * Identification of staff * Key control * Red tag system * Training * Locker inspection

b) Guests: * Check scanty baggage guests * Guests suspected of taking away hotel property should be charged according to hotel policy
Guest room security: * Provide wide angle door viewer, dead bolt locks, night torch, chains on doors etc. * Employees should be trained to not give any information about in house guests to outsiders * While issuing a card key ask for key card if in doubt of the guest. * Housekeeping staff should never leave keys expose on unattended carts in corridors

3) Security aspects of systems: * Record of all losses and missing items immediately * Inventory control should be proper * Auditing should be done on a regular basis * Proper system for cash disbursements should be made

3) Health and Safety
The Pier Hotel has full regard for the health and safety of its employees, customers, others who have occasion to be on company premises or who are affected by its business and fully accepts the implications of the statutory duties imposed upon it. You are reminded of your own responsibilities to take reasonable care for the health and safety of yourselves and others and to cooperate so far as necessary to allow any statutory duty or requirement on the company to be performed or complied with.
The Objectives * To provide a safe workplace through its design and maintenance * To devise safe systems of work to be carried out within the workplace. * To provide training, instruction, supervision and information, as required ensuring the safety of those in the workplace. * To eliminate or control hazards and where this is not practicable, to provide suitable protective clothing and equipment. * To devise and communicate action plans to be used in case of emergency. * To provide for the safe use of articles and substances that may present risks to the health and safety of workers. * To provide and adequately maintain facilities for the welfare of employees. * To provide the services of a competent person with responsibility for health and safety matters.

If you or another employee is injured, contact your supervisor or manager immediately. Seek help from outside emergency response agencies, if needed. Contact information is posted in the Emergency Procedures Manual behind front desk. You must also fill out a Report of Accident form with a department head; this is to ensure that any existing safety hazards are corrected. These forms are located at Front Office.
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