NCOR+Induction+Handbook2

8/12/2019 NCOR+Induction+Handbook2

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Employee Induction Handbook

Welcome to the team!

Novotel Cairns Oasis Resort is a property that is currently undergoing significant changes and the

next six months will see many new initiatives, services and standards implemented. It is an

exciting time for the resort, especially with the refurbishment due for completion in June 2008

which will reinforce our reputation in Cairns as the premier 4 and a half star resort. While we

have undoubtedly a beautiful resort, we can not begin to satisfy the needs of our guests without

the right team and service focus. Our guests want to swim in our pool, eat in our restaurant,

sleep in our beds- and they want to meet you! At the most basic level of customer service, my

expectation is that every guest will be greeted with a smile and a welcome. We will then attend to

their needs in an enthusiastic, polite and helpful manner. We will always find a way to wow our

guests. Any hotel can provide a great holiday destination, but only a hotel where the team

genuinely cares can ensure our guests come back for their next holiday.

As you will soon learn, there are many opportunities for growth and development within Novotel

Cairns Oasis Resort and within Accor. I encourage you to speak with your manager, or the

Human Resources Manager so that we can put together a development plan just for you. There

are many advantages of working for an international hotel and tourism company such as Accor,

and the ability to establish your career here is certainly one of them.

Once you have read this handbook, if you have any further questions regarding the hotel or your

employment, please do not hesitate to contact me, or any one of the management team who are

here to make your job easier.

Once again, welcome to our team and all the very best for your future with Accor.

Kind regards

Greg Erwin

General Manager


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How This Book Works

SECTION ONE INFORMATION ABOUT YOUR HOTEL

This contains all the important information you need to know before you start

work. Please read through this section to learn all there is to know about the

Novotel Cairns Oasis Resort. At the end of this section you will need to sign the

acknowledgment form and ensure your induction checklist is completed by your

trainer and returned to human resources.

SECTION TWO YOUR THREE MONTH PLAN

This section contains your three month learning and development plan. It covers

what learning and development activities you need to complete on your first day,

within the first two weeks and within your first three months.

After you have successfully completed your qualifying period, a personalized

development plan can be implemented which may include; on the job training,

leadership development and customer service programs through Academie

Accor and Accor on line learning options.


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SECTION ONE

INFORMATION ABOUTNOVOTELCAIRNS

OASISRESORT


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Essential Hotel Information

Novotel Cairns Oasis Resort

122 Lake Street, Cairns QLD 4870Ph: (07) 4080 1888 Fax: (07) 4080 1889www.novotelcairnsresort.com.au

Accommodation314 guest rooms are located in four accommodation blocks;Anchorage, Barrier Reef, Coral and Daintree, these consist of Double/Double Rooms 180King Rooms 90Triple Rooms 33Special Access Twin Rooms 3Suites 8

In room facilities Private balconies In-room safe Iron and ironing board Hairdryer Mini bar In-house movies/Cable TV Tea/coffee making facilities Individually controlled air-conditioning

Hotel facilities Free-form swimming pool with sandy beach Undercover Parking 24 hr Room Service Guest Laundry facilities Guest microwave and ice machine located in guest la Group check-in desk/area Restaurant and two bars Currency exchange 24 hour reception Lobby Shop

Gym & Pool

Hotel services Child minding on request Tour desk Concierge Massages Taxi bookings

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Food and Beverage Facilities

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your hotel

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Dining

Springs Restaurantis located on a split level to the foyer,

overlooking the lagoon pool.We have capacity for 360 guests, which includes 130 on theterrace.

Trading hours: Breakfast Buffet 0600 - 1000 (11am Sunday) Lunch (Coffee Shop Style Menu) 1000 1800, is available at

the Sand Bar

Dinner (a la carte/ buffet/group meals) 1800 - 2200

Bars

Oasis Bar:Concept - casual, pre and post dinner drinks.Location - entrance from foyer, opposite guest lifts.Capacity - 150 seat incorporating indoor and terrace area.Trading hours - 1600-2400, daily.

Sand BarConcept Fun and relaxing, offering swim up and cabana bar,themed cocktails, lunch and light snacks are served from 1000 -Location - far side of pool areaCapacity - 40-50 guests under cabana plus 30 additional loungesalong the poolside and beach.Trading hours - 1100 1800 daily

Conference & event facilities

Mango RoomConference and small banquet room/function roomCapacity - banquet 30 guests theatre style 40 guests

Sahara Room

Conference and large banquet / function roomCapacity 80 guests

In Room Dining

Available breakfast, lunch, dinner and light snacks.Trading hours - 0630 - 2200.Night Walkers menu available after 2200.


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Whos Who the hotel management team

CAROLYNRASMUSSEN

ExecutiveHousekeeper

BOBBY BERGFood andBeverageMana er

GREG ERWIN

General Manager

ANDY SLAVIN

Executive AssistantManager

FIROZE WADIA

Front Office Manager

ANGELO SERAFIN

Chief Engineer

KIM DORWARD

Human ResourcesManager

GREG BUZACOTT

FinancialController

PHILIPNEWLANDDirector of

Sales

JULIAN MORRISON

Sales Manager

Stella MilesSandra Brooks

Andrea SchnappFood and Beverage

Supervisors

RHU LAURENSON

Purchasing Manager

SHARYNMANSONAccountsPayableManager

MARK THOMSETT

Credit Manager

TRACEY NORMAN

Revenue Manager

MARK CARRETTE

Executive Chef

P

TAMARA REEVE

Human ResourcesCoordinator


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First Impressions How we communicate

How we greet our guests on the telephone:

If the phone call is an external call;Thank you for calling the Novotel Cairns Oasis Resort this is how may I help you?

If the phone call is internal;Good morning/ afternoon housekeeping/ Springs Restaurant/ reception etc this is.how may I help you?

The way we communicate;Did you know that the words we use equals only 7% of the way we

communicate to our guests? Interesting to note how much body language andtone of voice effects the message our guests and colleagues here.

However it is important to remember to be careful with the words we useRemember we are in a professional environment and as such we must watchour language and slang. Try-youre welcome instead of no worries or no problemthank you instead of cheers or thanks

Stand tall, walk tallWe are always on show when in the hotel- so remember to walk with purpose, but donrun! Watch your posture and body language to ensure it is positive when talking withany guest or fellow team member.

First Impressions are vital with the hospitality industry. Our guests and visitors make a judgement of our resort and us asemployees constantly. These judgements can be referred to as Moments of Truth.

Each Moment of Truth whether it be check in at reception, breakfast service in the restaurant or when they first open the door totheir room contributes to their perception of the hotel and our ability to deliver on our promises.

Below are some basic expectations we have of every team member when it comes to interactions with our guests. While we will bedoing many training sessions as a team on customer service, it is important from your first day that you are able to provide a highlevel of service to every guest to the best of your ability.

The Five Ten RuleThe five ten rule is a basic tool which is easy for everyone to remember

throughout your day. It goes like this.Every time you are within ten metres of a guest or a fellow team member- yousmile, make eye contact and acknowledge the guest.Once you are within five metres you greet the guest (or team member) with agood morning/ afternoon/ evening.If we all remember this rule every day- we are well on our way to offering thebest customer service in Cairns!

W o r d s

7 %

T o n e of

V oice

3 8 %

B o d y

L a n g u a g e

5 5 %


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First Impressions Personal Presentation Standards

Why do we have presentation standards?

Marketing for a hotel is more than stating room rates and the hotel facilities. A

that we advertise creates expectations and guests come to us witpreconceived ideas of how the hotel will look, including the staff. We mushonour their expectations. Accors standards for personal presentation havbeen developed for all employees as being appropriate to our guestsexpectations. You are required to follow these standards at all times as part oyour employment.

HairMust be neat and clean at all times. Long hair should be tied up and oncesecured should be above the collar. If working in the kitchen, a hair net is to bworn by all staff members. F&B Servers with long hair, must have their hair ia bun. Hair accessories should match with the uniform provided. No extrem

hairstyles or colours will be permitted.

FootwearReception/ Office Female- Black court shoe, low heel, no lace ups, no wedgesmust be closed in heel and toe. Pantyhose are optional.Reception / Office Male- Flat, black lace up or slip on shoes.Concierge Black athletic shoes and black socksF&B Females and Males As with reception plus non slip soleHousekeeping White clean sneakers

Make upIf you choose to wear Make up; it should be used to enhance your featuresLight, subtle tones - neutral, earthly colours are to be used.

JewelleryAll jewellery should be kept to a minimum. No more than one ring may be woron each hand (except for ladies wedding and engagement rings). Earringmust be small studs. No more than one ear ring per ear, to be worn only in thlower lobe. No neck chains or anklets are to be visible. No facial studs will bpermitted under any circumstances.No jewellery is permitted for Food and Beverage staff.

FacialHair

Employees are required to shave prior to commencing work. Existing beardsand moustaches should be neat and trimmed.

OtherNo visible tattoos or shower daily, use deodorant, brush teeth at least daily. Allnails to be clean and short. Clear nail polish only and no polish permitted forFood and Beverage staff. Uniforms must be clean, in good repair, ironed andworn correctly.


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Important information for your employment

Car ParkingCar parking is available for staff free ofcharge in the vacant block beside theresort.

Staff MealsHours available;Lunch 1130 1330Dinner 1700 1900Subsidised cost - $4.50 full buffet$3.15 Cold $1.15 dessert

Changing Rooms & Lockers

You will be assigned a locker. The key isyour responsibility and a charge will bededucted from your final pay if it is notreturned or if it is lost.Please keep the changing rooms tidy bykeeping all belongings in your locker.

Staff Entrance

You will be allocated a staff pass card. Youcan enter using the staff entrance doorlocated in front of the main entranceoutside the footpath. This is the onlyentrance and exit for all staff.

Use of Facilities & On SitePolicy

Our facilities are for the sole use of ourguests and employees who are stayingon a guest for a night pass oranniversary bonus. If you are on siteoutside of rostered hours, you mustadvise the Assistant Manager on dutywhen you arrive and when you depart.

Smoking

Employees are not permitted to smoke on thepremises at anytime. If smoking off premises,you must change out of your uniform and be onthe pavement.

Lost PropertyAll lost property must be taken tohousekeeping or the Assistant Manageron duty after hours.Failure to do so may result in disciplinaryaction and possibly termination ofemployment.

Right of Search

The Resort reserves the right as and whenrequired to search lockers and employeesbelongings whilst entering or leaving thepremises. The right forms part of youremployment conditions and can be carriedout by the Resorts Assistant Manager orby any other person designated by theResort in the presence of one otheremployee.


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RostersYour roster will be posted at least four days inadvance. Any changes within the seven daysmust be by mutual agreement. Requestsshould be given as far in advance as possibleto avoid any disappointment.

PhonesThere are two phones located outside thestaff canteen for staff use.All mobile phones must be kept in lockersunless you have permission to carry one withyou while on duty.Formal disciplinary processes will result ifemployees are in possession of their phones

or if they make unauthorised calls on hotelphones. Please also ask your manager orsupervisor if you are unsure.

Notice boards and HumanResources Information Folder

Make sure you check out the staff noticeboards in the canteen and in your departmentfor updates on everything from internalvacancies, staff specials, OHS andactivities.

Media handling

Working in a Resort is sometimes highprofile and media attention can beattracted for various reasons. The onlyemployee who is permitted to speak tothe media is the General Manager. In

instances, where the media startasking you questions, be polite andfriendly, find out who they are andwhere they are from and advise thatthe best person to answer theirquestions will be with them shortly.Then quickly, pass this message toyour Department Manager who willthen inform Greg, our GeneralManager.

E-Learning CentreThe computer in the staff canteen isavailable for all staff to access our E-Learning Sites. You can also access allAccor websites, along with importantuseful sites such as Department ofImmigration and Australian Tax Office.

Keeping Cairns Green

The Resort has many environmental initiatives in place such as; Newspaper recycling Office paper recycling Printer cartridge recycling Water conservation Electricity conservation Planting of native fauna and flora No use of harmful chemicals in gardens Minimal use of plastic disposable goods- such as cups and cutlery

The health and safety committee address any further environmental concerns and initiative monthly. Anyideas and suggestions are always welcome. Every little bit counts!


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Show me the money

Pay Periods

Pays are processed weekly every Tuesday.Wages can usually be accessed from bankaccounts from Tuesday evenings through toWednesday midday.

Timesheets

Timesheets must be filled out and signed by yoursupervisor at the completion of every shift.You must ensure your timesheet is complete andcorrect at the end of every pay period.Incorrect timesheets may result in disciplinaryaction and is considered a serious misconductissue.

Employee Action Forms

This form is to be used for any changes to yourpersonal details such as address, emergencycontact, bank account and employment status.Please attach to your timesheet or hand to HR foraction.

What happens if Im sick?If you are a permanent employee, you are entitled tosick leave if you are too unwell to attend work.You must notify your Manager or the AssistantManager on duty of your inability to attend work atleast three hours prior to your shift and theestimated duration of absence.

How can I take time off?

An annual leave application form is available fromyour manager. Annual leave that is due should betaken at times that are mutually convenient to theemployer and employee, or with a minimum of 14days notice. During quiet periods, you may beasked to take annual leave so please communicatewith your manager on suitable times to plan leave.

Novotel Cairns Oasis ResortEmployee Collective Agreement

Your minimum terms and conditions affecting youremployment are outlined in Novotel Cairns OasisResort Employee Collective Agreement 2007.A copy is also available from your HumanResources Department, from your manager or in

the Staff Canteen. You are encouraged tobecome familiar with this document.There are some flexible options available inregards to annual leave which are well worthconsidering!

Superannuation

The company pays into a superannuation fund,which you have selected. A list of the fundsavailable is in The Novotel Cairns Oasis ResortCollective Agreement. The amount paid into thisfund is guided by the superannuation guaranteelegislation. This is your money, so take an activeinterest in what is happening with your fund byattending the information sessions that regularlyoccur in your Resort and reading the literaturefrom your fund.


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The Serious Business of Running a hotel

Abandonment of Employment

All employees must be aware that failure to turn up to two consecutive (rostered) shifts may be deemedas being abandonment of employment and result in termination.

Creating a fun and enjoyable work environment for all our staff is our first priority, so pleaseunderstand that the following incidents of misconduct will not be tolerated under any circumstances

and dismissal or disciplinary action may result;

Repeated tardiness or absenteeism Being unfit for work due to alcohol or drug abuse Drinking alcoholic beverages or using illegal drugs whilst on duty Dishonesty Insubordination Violating fire and safety regulations Damaging, destroying, wasting or defacing company property Falsifying timesheets, wage records, documents or company records Possessing lethal weapons or attempting to bring them on company premises Smoking on the premises

Unauthorised use of company telephones for personal reasons Unauthorised use or possession of mobile phone while on duty Absence from assigned job or work area without authorisation Disclosure of confidential guest or staff information Failure to hand in guest lost property Lack of personal cleanliness, hygiene or below standard grooming Poor performance, carelessness or low productivity Vulgarity, disrespectful conduct, failure to treat guests, management or fellow employees with

courtesy Offering complimentary or discounted F&B to guests or staff without prior authorisation from

Management Unauthorised removal of company property from the premises Harassment of any form to either a guest or staff member

This list is not exhaustive. The Human Resources Manager will be involved at each step of the disciplinaryprocess to ensure that an employee is not treated in a harsh, unreasonable or unjust manner.


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Its all about you.

Carte Bienvenue

At the completion of twelve months of service with

Accor you will receive an Accor Card. This cardentitles you to accommodation and F&B discountsat Accor hotels worldwide. See information instaff canteen or HR for further information on howto book.

Guest for a Night

As a new employee, we would love you to

experience the hotel through the eyes of ourguests.Upon the completion of your first week ofemployment (& upon the return of yourInduction checklist & First week questionnaire)you will receive a Guest for a Night Voucher.

If you are employed in the Rooms Division youwill receive a voucher for a nightsaccommodation plus breakfast for two. If youare employed in the Food and Beveragedepartment then you will receive a voucher for

dinner in the restaurant up to the value of $80plus a complimentary bottle of wine. If you areemployed in a support function, you will be ableto choose between these two options.

Enjoy your dinner or accommodation andremember what it is like to be a guest for anight!

Accor Xtras Card

Also after twelve months of service you are eligiblefor an additional discount card for a one off fee of$10. This entitles you to discounts on manyproducts and a newsletter will be posted monthly onspecials available.

Employee of the Month & YearAwards

Every employee has the opportunity to nominateanother employee for these awards. Nominationforms are available in the staff canteen.Employee of the Month receives a certificate,$100 bonus & opportunity to win employee of theyear.Employee of the Year - $1200 worth of flights andaccommodation

Anniversary Bonus

At each anniversary of your start date at theresort, you will receive;

One nights accommodation Dinner for two at Springs Restaurant Breakfast for two

Academie Accor On Line

Hundreds of personal and professional development courses are available on line free of charge to all employeeswithin Accor. You can even share with your friends and family! See HR for a log in and password for this wonderfultool.Courses include;

Beginners, Intermediate and Advances self paced modules in all Microsoft Office Programs Leadership Development Courses Sales Based Techniques And many more topics for you to explore!


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Throughout your employment at Novotel Cairns Oasis Resort you will participate in training and developmentcourses to assist you in your day to day role and also so you can further develop skills to assist you in yourcareer goals. This training will be a combination of;

1) On the job trainingOn the job training is continuous and takes place every day. A day is wasted if you do not learnsomething new!2) Department specific trainingThis may include courses such as Chemical training, Advantage Plus, Hygiene, Responsible Service ofAlcohol, Reservations Sales Training and Armed Hold Up.3) Academie Accor developed courses- see below for further details4) Health & Safety TrainingHealth & Safety training on offer includes First Aid, Fire Warden training, Elmo on line training,Evacuation training.5) Academie Accor On Line Learning- see below for further details

We are committed to ensuring you receive the best possible training both as a new employee and as youdevelop your skills within the resort. Please ensure your manager and the Human Resources Manager isaware of any training needs you have, or development courses you would like to attend.

Learning & Development Opportunities

Working within Accor provides many benefits, and having access to the offerings of AcademieAccor will assist you in achieving all your goals. Academie Accor is our inhouse training academy.Being a registered training organisation means you can gain nationally recognised qualificationswhile you are working- and at no cost!Such opportunities include;

Certificate Two in Hospitality Operations Certificate Three in Hospitality Operations Certificate Four in Supervision Diploma in Hospitality Management

Also available on our monthly training calendar are our Leadership Development Program coursessuch as;Managing Employee Performance Managing Customer ComplaintsLicense to Hire (Interviewing techniques) Role of a LeaderDelegation Building TeamsEffective Communication & many more!

Dont forget about Academie Accor On Line either for great courses on line that you can complete inthe privacy and comfort of your own home at no charge! Simply see HR for a username andpassword


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EmpNo

NameFulltime Week Ending

Parttime

Dept Casual

(OfficeUseOnly)

Date Dept Start Stop Start StopNormalHours

BankedHours

StaffInitials

SupervInitials

OrdTime

BankedHours

WeekendHours

Oe

Tues

Wed

Thurs

Fri

Sat

Sun

Mon

Total Hours

SignedEmployee

SignedManager

Sample Timesheet


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Health and Safety Frequently Asked Questions

What happens if I have an Accidentwhile at work?

We are committed to providing you with a safeworking environment. However, accidents dohappen, if you have an accident while you are atwork, you must report this incident to yoursupervisor so that the Assistant Manager on dutycan be notified. Once this occurs, you will beasked to fill out an Incident Report Form. Thisform is enclosed in this handbook. Filling out thisform correctly is very important. In the event thatyou require workers compensation, this form willhelp make the processes faster.

What do I do if I witness a majoraccident or find someone with an

injury?

If you witness a major accident, or find someone withan injury, notify your supervisor or the AssistantManager on duty immediately.

Where are the First Aid Kits?First Aid kits are located in;

Engineering Workshop Assistant Managers Office (Front Office) Human Resources Housekeeping Managers Office Kitchen Pool Bar

Who do I talk to about any health andsafety concerns?

You first point of contact if you have any concerns aboutanything regarding your employment is your supervisor.However, when it comes to health and safety, yourdepartment will also have a health and safetyrepresentative who is responsible for addressing anyspecific concerns.

The hotel Health and Safety Committee meets monthly.Representatives from every department are involved.Responsibilities include;

Investigating accidents Safety inspection walks Reviewing changes in work practices and new

equipment, Making recommendations to hotel management

on health and safety issues.


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IRI001a

INCIDENT REPORT AND INVESTIGATION FORM

Date incident occurred: _________________________ Time: _________AM / PM Report Number :________________________

Exact Location: _____________________________________________________________________________________________Department :___________________________________________ Occupation : _________________________________________Reported to:___________________________Time:________________________Date:____________________________________

Duties worker engaged in at the time of injury: _______________________________________________________________________________________________________________________________________________________________________________

PERSONAL INJURYName ________________________________________ Address: .Occupation: ______________________________ Witness by:_______________________________ Address of Witness:

__________________________Phone: __________________

INJURY DETAILSNATURE OF INJURY: BODY PART INJURED:Note: Multiple Injuries, show major injury with asterisk.

Cuts & Abrasions LacerationsBurns & Scalds Foreign BodySprains/Strains PunctureFractures InfectionAmputations Bruising

Concussion Open WoundOccupational Disease InternalDermatitis Dislocation

Other: _____________________________________________________Treatment Rendered:

treated by first aid sent to own doctor sent to hospital return to work unfit for work

sent to co. doctor restricted duties

By Whom:_____________________________________________ Date: _____________________________________________

DESCRIPTION OF INCIDENT:Clearly state how the incident occurred and include procedure, plant, personnel and process involved.Attach photograph and sketch

Signature of person making entry:

Position title: Date:

MANAGER TO DETERMINE EXTENT OF INVESTIGATION BASED ON RISK ASSESSMENT; ieLow Moderate High Extreme

Managers Signature: Date:

PROPERTY DAMAGE (if applicable)

Description of Damage:


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Is estimate of damage in excess of $550 YES NO Incident reported to the Police? YES NOWas activity part of normal duties? YES NO Third Party Involvement? YES NO

Ie: Non company employee, contractor and/or property.

INCIDENT INVESTIGATION

The objective is to obtain the facts so that preventative action can be taken NOT to fix blame.

What were the causes consider environmental conditions, job procedures, job and equipment design, training andpersonal factors which may have contributed to the incident.

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

ACTION NEEDED TO PREVENT A RECURRENCE

action to improve clean up correction of congestion re-instruction of person(s) involvedorder job safety analysis action to improve inspection discipline person(s) involvedequipment repair or replacement improved personal protection order regular job instructionimprove design or construction re-instruction of others temp/per relocation of person(s)installation of guard or similar order use of safer materials check with manufacturerchange to work procedure review induction and training job design change

WHAT FURTHER ACTION REQUIREDBy whom?

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Date:_________________________ Managers Signature: _____________________

HEALTH AND SAFETY REPRESENTATIVE'S COMMENTS

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Date:_________________________ Managers Signature: _____________________

ALL IDENTIFIED RISKS AND CONTROL ACTIONS SHALL BE ENTERED

INTO THE RISK MANAGEMENT REGISTER BY THE RESPONSIBLE MANAGER.

Incident Reporting Process

Incident occurs

Duty Manager

1. Investigated and report filledout and

numbered.(DDMMYY)2. original goes to Human

Resources3. Co to relevant HOD

Emergency if

dangerous hazardexists notify WH&SO

Human Resources.1. accesses if Workcover is

required

2. Konekt notification is actioned3. original is passed to WH&SO

WH&SO

1. accesses and investigates ifrequired

2. notates investigation comments3. takes immediate action if

incident may cause further

Finalized report (copy)is returned to DutyManager, & original to

Human Resources


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And last but not least. Whats Accor all about?

The Brands

The strength of Accor is in the diversity of our product. With a brand to suit any budget and requirement, Accor covers allmarket segments with a consistently high quality hotel brand.

Sofitel: is Accors five star hotel brand offering 145 prestigious hotels and resorts in the worlds most desirable business,resort and cultural locations. Sofitel focuses on travellers looking for luxury, superb service and a personal refinedatmosphere.

Pullman:offers the right balance of calm and sociability so that every traveller whether alone or in a group, can rest,recuperate, find entertainment or continue to work.

Grand Mercure:encompasses boutique hotels in prime city and country locations. These hotels have a strong individualpersonality, unique to their environment.

Novotel : Great value, international standard accommodation with warm, friendly service and a full range of facilities. Idealfor business travellers or for holidays with many leisure packages available.

Mercure: With locations in city centres, business, historic districts or tourist destinations, Mercure ensures that everything isin harmony with the local environment and our guests needs.

All Seasons : offers all the basics at a great rate. Guests enjoy the local character and friendly welcome of a small hotel.

Ibis: renowned as the most consistent, value for money hotel brand, Ibis is located in convenient city, regional and suburbanareas.

Formulae One: are located in city and regional areas, close to transport, food outlets and services. Offers consistent style ofaccommodation at budget rates.

Now you know all about your hotel, it is also important to understand that as a new employee of Novotel Cairns, you

are also part of a wider hotel group, which spans the globe offering many benefits and opportunities to you.

Accor began in France in 1967 and continues today as the worldwide leader in hotel, tourism and corporateservices, employing 168,000 people in 140 countries.


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Our Values

Our values are important to us, as they are a set of guidelines of behaviour which are expectations consistent throughout the

group worldwide. Our values are a vital part of our company culture. These values are;

Performance;We set high standards for ourselves everyday, both as individuals and in our teams, so that we can give ourbest and maximise our performance.

Spirit of Conquest:We take risks and combine boldness, initiative and team spirit in order to grow and expand

Innovation: We know how to look ahead, anticipate and act differently, in order to develop new solutions that drive progress.

Respect:We recognise and value both men and women around the world in all their diversity, whether inside or outside thegroup. We recruit, train, evaluate, reward and recognise all employees with fairness.

Trust: We build relationships and create a climate of trust amongst us all. We encourage personal initiative and risk taking bycreating conditions favourable to building self esteem, by delegating and by acknowledging that people can make mistakes.

Advantage Plus

The Accor Advantage Plus program began over ten years ago and now has over 125,000 paying members inAustralia and New Zealand and over 30,000 members in Asia. The program offers a range of benefits and specialoffers at our hotels and restaurants as well as competitive rates with our partners for car rental, cruises,entertainment and holiday packages.

Discounts offered include; 15% off the best accommodation rate of the day Dining discounts: 50% off food when two people dining, 33% off when three people dining, 25% when four

people and so on. Complimentary upgrades subject to availability Additional 5% off any advertised special or package

Our Advantage Plus guests are VIPs and extremely important to our ongoing loyalty and profitability. Pleasefamiliarise yourself with these discounts and ensure our Advantage Plus guests are offered the special treatmentthey deserve.


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Acknowledgment of receipt

I,. employed by the Novotel Cairns Oasis Resort Cairns in

the position of. acknowledge receipt of the Employee Handbook issued

to me and I have thoroughly read and understood its contents.

I sign below in agreement to observe and abide by all policies, procedures and regulations as

specified and I will accept responsibilities, obligations and consequences as laid down in this

Handbook and further up dates as they become known to me via the variety of tools for

communication around the Resort.

Signature : ..

Date :

Thank you and Welcome

Thank you for taking the time to familiarise yourself with this important information about Novotel Cairns OasisResort and Accor. Communication is the key to any successful relationship, so we will continue to keep youupdated, trained and informed on any new initiatives and procedures around the resort.

In regards to our values in the previous page, on a personal note, I believe we can build and create a fun, rewarding

and successful team if we begin with the values of Respect and Performance. I encourage you to reflect upon thesevalues in your every day work and personal life, as without a commitment to these two values then we cannotachieve our personal and professional goals.

Never hesitate to contact myself or Tamara in the HR office if we can be of any assistance in making your workexperience here more enjoyable.

Dont forget to return the following page to the HR office along with all other forms marked copy and then withinyour first week- return your first week questionnaire and your Induction Checklist.

Welcome once again!

Kim DorwardHuman Resources Manager

Documents

NCOR+Induction+Handbook2