洲际酒店行为准则

UNSATISFACTORY PERFORMANCEWhat is unsatisfactory performance and when does it apply?Unsatisfactory performance is performance that falls below acceptable levels of quality, quantity, timeliness and cost effectiveness. Examples:* Failure to meet deadlines* Failure to achieve set quotas/targets* Unsatisfactory level of errors/defects/complaints Performance improvement solutions: Performance management may involve one or more of these steps below:Coaching/DevelopmentWhere an employee new to a role requires guidance in thedevelopment of the skills, knowledge and experience necessary to meet the required performance levels.Corrective CounselingA problem solving discussion to eliminate the barriers toperformance where an employee is adequately trained andexperienced yet has failed to meet required performance levels.RedirectionRedirect and refocus the employee where they lack clarity ofunderstanding of their role, responsibilities and/or tasks. Do this by identifying the:* Main requirements of the job as clearly and concisely aspossible, and* Performance Standards required.Performance Improvement PlanThese are short term goals which are agreed with the employee and monitored regularly to measure and whether the employee is correcting its performance issuesThe objective of the performance improvement process is to educate and correct employee behaviour and/or performance.In order to help measure and monitor whether the employee is correcting their behaviour sometimes Short Term Performance Objectives need to be agreed and put in place.Key points to remember when agreeing any objectives:The objectives need to be reasonable in that the employee canmeet them within the agreed timeframeThe objectives should be measurableThe objectives should be in writing ideally with the employee’swritten agreementIf this is the second or third time the employee has been put on Objectives or the employee fails to meet the objectives, then if the manager wants to terminate the employee, then they should make it clear to the employee that if they fail to comply with the objectives, themanager will consider his/her options including termination.If performance doesn’t improve:In the event that there is no performance improvement, the manager will be entitled to take the following steps:* set a new performance plan* terminate the employee* if available, talk to the employee about alternative jobs whichbetter suit the employee’s skill setHowever prior to terminating the employee’s employment or offering an alternative position the manager must obtain the following approvals:Hotel Employee - the approval of the General Manager and HRDirector of the Hotel; andCorporate Employee- the HR Director supporting the functionalgroup and the Regional Director for that GroupExamples of Short Term ObjectivesMonitoring & Measurement of Objective:Each of the objectives will be measured out of 5 on the same basis as the performancefeedback process. A 3 or higher rating will be considered evidence that you are performing the objective, a rating of 1 or 2 will be considered evidence that you are not meeting the objective.If you achieve less than a 3 on more than [insert target]objectives then we will consider our options including termination of you from your position on the grounds of poor performance. Monitoring:-These objectives will continue over a period of [insert target] months and be (referred to as the “Performance Period”).During this time we will meet every 2 weeks to review and monitor yourprogress.MISCONDUCTWhat is misconduct and when does it apply? Misconduct is defined as behaviour that involves a breach of the type of professional and ethical behaviour which is expected by IHG. Examples of misconduct include but are not limited to:* Absenteeism - Failure to provide required notice and/or medical certificates in relation to an illness/injury* Absenteeism - Failure to attend work at the required time* Failure to follow proper authorisation procedures* Dishonesty* Theft or fraud affecting the company, its suppliers and/orcustomers;* Physical or verbal assault of a person at the workplace* Unlawful Harassment, sexual or otherwise, of another employee, agent, visitor or customer (Refer IHG’s Sexual HarrassmentPolicy)* A breach of the safety and environmental policies (ie. failure toreport a workplace injury) (Refer IHG’s OH&S Policy);* A breach of information security policies (Refer to IHG’s ITpolicy)* Breach of confidentiality concerning the company's or a thirdperson's information* Being under the influence of or in the possession of alcohol orother intoxicating or illegal substances at work (Refer to IHG’sDrug Policy)* Falsification of company records or information* Making unauthorised alterations to individual customer accounts or to an employee's own account* Wilful damage to company property* Refusal to carry out the lawful instruction of a managerThis list is not exhaustive. The action taken will depend on the seriousness of the alleged misconduct, prior instances of similarmisconduct and the merits of the case.DISCIPLINARY ACTIONWhat are the types of Disciplinary action?Disciplinary action can take any of the following forms:a verbal warning;written warning;final written warning;termination with notice;summary termination (ie termination without notice)What is disciplinary action?Disciplinary action does not necessarily follow a sequential/ consecutive path. For example, there may be circumstances where: * the initial disciplinary action taken is a final written warning,* the misconduct of the employee justifies termination without any prior warnings; or* more than two warnings may be warranted prior to termination. The key consideration is to ensure that each case is decided on its own merits.What is a warning?A warning is formal communication to an employee that:* their behaviour or continued unsatisfactory level of performance is unacceptable, and* if there is no change in the behaviour/performance it may lead to dismissal.A warning will be given where an employee has failed to improve his or her performance, or has engaged in misconduct that warrants it.A warning can be verbal or written.A warning remains on an employee's personnel file for a period of 12 months.IHG’s disciplinary procedureIt is imperative that HR is consulted prior to any disciplinary action being undertaken.The disciplinary procedure will be followed when:* The performance improvement process has failed to produce an acceptable level of work performance; or* An employee has engaged in behaviour that is unacceptable /misconduct.The disciplinary procedure will involve the following:1. Preliminary investigation2. Interview3. Due consideration4. Decision5. Implement decision / action plan1. Preliminary InvestigationThe person carrying out the preliminary investigation will generally be the Line Manager.The purpose of the preliminary investigation is to establish the facts and gather evidence through a thorough investigation. Further investigation may also need to be conducted at later stages of the disciplinary process. Employee may be placed on suspension on full pay whilst the investigation is being carried out.2. InterviewIf the preliminary investigation appears to substantiate the allegations or the persistence of a performance or behaviour problem, the employee will be interviewed. The employee will have the right to have a colleague or close contact present during the interview.The purpose of the interview is to:* Clearly put to the employee the nature of the allegations;* Explain to the employee the types of disciplinary action which might be taken if the allegations are found to be substantiated;* Give the opportunity to tell their side of the story, provide anyexplanation, and put anything else which may be relevant inIHG's consideration of what is the appropriate action.3. Due considerationGive due consideration to the employee's explanation/response. It is important to provide sufficient time to give full consideration to any explanation given by the employee, before any final decision is taken on disciplinary action. It may be that, in light of the employee's response, that further investigation is required.4. DecisionIf it has been established that an employee is responsible for some form of persistent unsatisfactory performance or misconduct, the line manager must select the appropriate form of disciplinary action to be taken. Any decision must be made in consultation with Human Resources.5. Implement decision / action planIn all but exceptional cases the appropriate action should be decided upon and implemented before the completion of the employee's next working day.。