YOUR NOVOTEL EXPERIENCE

Welcome On behalf of all of us at Novotel Twin Waters Resort, I welcome you and trust your time with us will be mutually rewarding. As General Manager of the Resort, I understand that everyone in life has different goals and objectives. Many of your fellow students wish to make the hospitality industry their career and achieve certain personal goals. I give you the assurance, that as a company, we can assist you greatly if your goal is to go forward in this industry, providing you show commitment and passion in pursuing your career ambitions. The Novotel Twin Waters Resort is a very successful resort and all students should feel proud to experience working for a successful company. The resort industry experiences many ups and downs, and it is part of my role to ensure our friendly employees remain helpful and courteous to our guests, but at the same time remain conscious of the other factors that may affect the efficient running of our business unit. Therefore there are a number of rules and regulations outlined in this booklet you should read carefully. Once you have read this journal, if you have any further questions regarding the resort or your placement, please do not hesitate to contact me, or any one of the management team, who are here to make your time easier. Once again, welcome and all the very best for your future. Kind regards

Simon Brown General Manager

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  

INFORMATION ABOUT ACCOR HOSPITALITY

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  

ACCOR HOSPITALITY The Brands Accor Hospitality is the world’s leading hotel operator and market leader in Europe. Present in 90 countries, with 4,100 hotels and nearly 500,000 rooms, Accor’s brands offer stays tailored to the specific needs of each business and leisure customer. The group extensive portfolio of brands from luxury to economy are recognized and appreciated around the world for their service quality.

Sofitel Sofitel combines French Elegance, know-how and sophistication with the very best of the local culture by proposing luxury hotels in the world’s most desirable destinations and capitals. Whether in the heart of a bustling metropolis such as Paris, London, New York or Beijing, or nestled in the breathtaking landscapes of Morocco, Egypt, the Fiji Islands or Thailand, each Sofitel hotel offers a genuine experience of the French art of living.

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   Pullman Pullman offers upscale hotels for business travellers in regional and international capitals around the world. Pullman hotels are conceived for welcoming and engaging hospitality, providing a complete array of personalized services and innovative technologies. Pullman has also introduced the groundbreaking "Co-Meeting" concept to ensure flawless success for meetings and events. MGallery MGallery is a new collection of upscale hotels, each with a marked personality. They will appeal to individual travellers looking for distinctive services or seeking a place with a true soul. Whether located downtown or in prime tourist areas, each hotel in the collection offers an inimitable setting in which guests will enjoy a singular hotel experience reflecting a philosophy of pleasure. Grand Mercure Situated in the Asia Pacific region, Grand Mercure is a network of properties renowned for their individuality and the quality of the guest experience. From ski chalets and historic country manor houses to spacious apartments in outstanding locations, Grand Mercure encompasses hotels and apartments in prime city and country locations. Each stands apart due to the space, quality and comfort offered - and each one is original, expressing the spirit of their region.

Novotel Located in the main international destinations, Novotel promotes the wellbeing of business and leisure travellers, with spacious rooms equipped for work and relaxation, a 24/24 healthy-eating restaurant service, meeting rooms, attentive staff, special children's areas and fitness and relaxation facilities. Suite Novotel Suite Novotel nurtures an off-beat, avant-garde spirit that invites guests to experience a new way of hotel living. Targeting a medium-stay clientele, Suite Novotel offers 30m² Suites which are fully flexible so the guest can arrange the space to suit his or her needs (sleep, relaxation, work). For Suite Novotel's frequent traveller clientele, round-the-clock services promise more freedom and autonomy for a truly pleasurable stay.

Mercure Operating in nearly 50 countries around the world, Mercure boasts hotels with distinctive personalities carefully preserved through the type of services offered and the decor, both of which vary from one hotel to the next. In the heart of the city, in the mountains, by the sea or in the countryside, each Mercure hotel has an authentic style.

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   Adagio Enjoy some of Europe’s largest cities at your own rhythm thanks to an innovative accommodation concept for all your medium and long stays. Ready to live in apartments with à la carte hotel services and degressive rates according to your length of stay. ibis ibis, the worldwide economy hotel brand of the Accor group, offers consistent quality accommodation and services in all its hotels, for the best local value: a well-designed and fully-equipped en-suite bedroom, major hotel services available 24/7 and a wide choice of on-site food and beverage options.. all seasons The hotel where the little extras don't cost extra! A new non-standardized economy brand for anyone looking to "consume better," all seasons offers allinclusive hotels that combine simplicity and generosity, quality, conviviality and proximity. Whether located downtown or in another leading activity centre, each all seasons hotel has its own personality while sharing the same bright, colourful spirit of a brand full of energy with a good dose of humour.

Etap Hotel / Formule1 European leader in budget hotels with more than 400 hotels in 10 countries, Etap Hotel offers to its guests, at affordable rates, comfortable rooms for one to three people, WiFi Internet access, all-youcan-eat breakfast buffet, snacks and beverages products, and « great deals » available year round at etaphotel.com. The same product is present in the Southern Hemisphere with the Formule1 brand

hotelF1 Created in 1984, Formule1 revolutionized the world of hotellery in Europe proposing a comfortable room for one, two or three persons. Became the reference of "low cost" hotels, Formule1 keep going and becomes hotelF1 in France. Motel6 Established in 1962 in Santa Barbara, California, Motel6 is a leader in budget hotels in the United States and is also present in Canada. The chain offers its clients many services: cable television with premium channels like HBO and ESPN, free local calls, free coffee in the morning, non smoking rooms, free accommodation for children and Wi-Fi Internet connection at most locations – all at the lowest price of any American hotel chain. Motel6 guarantees the best price value at all of its locations.

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   Studio6 Studio6 extended stay hotels offer the affordable comfort of furnished studios, low weekly rates and accommodating hotel amenities. Travellers will find Studio6 in the United States and Canada conveniently located in major business complexes, offering easy access to shopping and retail centres, entertainment areas, and restaurants.

Our Values Since the opening of the first Novotel in Lille in 1967, employees have been driven by a pioneering spirit of conquest. A key to Accor’s success, this attitude has over the years shaped the Group’s culture, which is the cement that binds our employees while respecting difference in their ages, cultures and positions within the organization. Our culture is also shaped by a constant concern for people and a commitment to the highest performance standards. For nearly 45 years, across all brands and regions, Accor’s five core values of innovation, a spirit of conquest, performance, trust and respect have been shared and expressed every day by its employees. Managers leverage these values to provide support for team members as part of the Group’s ongoing transformation and development.

Innovation is our trademark The spirit of conquest is our growth engine Performance is the key to our continued success Respect is basis of all our relationships Trust is the foundation of our management

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  

INFORMATION ABOUT NOVOTEL TWIN WATERS RESORT

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Novotel Twin Waters Resort Novotel Twin Waters Resort (NTWR) enjoys a pristine beachfront location amongst 14 hectares of natural bushland and manicured gardens. Set around a private beachfront lagoon, the Resort is situated only one hour north of Brisbane and 5km from the Sunshine Coast Airport. The Resort opened in December 1990 and is bordered by the ocean and the Maroochy River, hence the name ‘Twin Waters’.

Street Address:

Ocean Drive, Twin Waters QLD 4564

Postal Address:

PO Box 564, Maroochydore QLD 4557

Web Address:

www.twinwatersresort.com.au

Resort Phone:

(07) 5448 0000

Resort Owner:

Abacus Twin Waters Resort Pty Ltd

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Accommodation The Resort has 361 rooms made up of three different room types: Resort Room (Garden or Lagoon View) Standard rooms with either a queen size bed or two doubles and your choice of garden or lagoon views. The maximum sleeping capacity is two adults and two children or three adults.

One Bedroom Suite / Two Bedroom Suite Features a king size bed, corner spa bath with separate shower, a lounge a dining area and a kitchenette. The suites have a balcony or veranda and are also available as a two bedroom. The maximum sleeping capacity is two adults and two children or three adults. Overwater Lagoon Suite Lagoon Suites are set over the Resort’s private lagoon and offer a king size bed, large separate lounge and dining area, round spa bath and balcony. The maximum sleeping capacity is two adults.

Check in for all room types is 2:00pm and check out is 10:00am, and all feature the below facilities: -

Tea and coffee making facilities

-

Mini fridge

-

Television with internet access, movie link and Sony PlayStation

-

Bath and shower

-

Patio or balcony

-

Hair dryer

-

Bathroom amenities

-

Iron and ironing board

-

Guest laundries located centrally amongst the rooms

-

Dry cleaning available

-

In room dining

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Smoking Due to smoking laws and regulations in Queensland all accommodation is NonSmoking, however smoking is permitted on room balconies and patios. A designated guest outdoor smoking area is located near the Aqua Lounge & Bar. A staff smoking area is located next to the Receiving Dock. This is the only area staff are permitted to smoke on the Resort grounds.

Services and Facilities Novotel Twin Waters Resort offers a large range of services, facilities and activities for guests to enjoy:

Kidz Cove The club is an externally owned and managed facility that offers a programme of supervised activities for two to 12 year olds. This facility has costs involved, guests contact directly to book.

Cirque Escape A dedicated circus school that operates six days a week in the Resort grounds by an external company. Trained professionals operate the school 1:00pm to 5:00pm everyday excluding Wednesday, providing tuition on a variety of circus skills including juggling, static trapeze, flying trapeze, tight wire and bungee trampoline. This facility has costs involved, guests contact directly to book. Discovery Desk An externally owned and managed information desk that provides guests with information on the Resort and the Sunshine Coast area. The Discovery Desk is operates from 8:00am to 6:00pm in peak periods and from 8:00am to 5:00pm in off peak periods.

Kid’s Games Arcade The games arcade is the perfect place for the kids to release some energy.

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Lagoon Day Spa Located over the Lagoon the Lagoon Day Spa offers hair care to hydrotherapy and everything in between. It has several treatment rooms, a hair dressing salon, massage rooms and its own art gallery and operates seven days a week. The facility is externally owned and managed and has costs involved, guests book directly. Twin Waters Golf Club Twin Waters very own world-class 18 Hole Par 72 championship golf course. Located down the road from NTWR the course offers a stunning setting and challenging layout for players of all levels. The facility is externally owned and managed and has costs involved, NTWR offer a courtesy shuttle bus to the club.

Private Salt Water Lagoon Novotel Twin Waters Resort is located around a private saltwater lagoon that is accessible to all guests for use. Fishing is not permitted.

Activities Activities Central is based on the NTWR lagoon offering a number of activities to guests seven days a week. The facilities are complimentary and provide activities such as water trampolines, kayaking and catamarans. Other external paid activities such as surfing can also be arranged via Activities Central.

Swimming Pool & Spa In the centre of the Resort is a seasonally heated outdoor swimming pool and spa that is accessible to all guests for use.

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Conference Rooms Novotel Twin Waters Resort has seven meeting rooms and a range of unique outdoor event spaces that can provide meeting and conference facilities for 10 to 1000 delegates to suit all requirements. Everything is possible - from working lunches

and

sumptuous

themed

dinners

to

audio-visual

presentations,

international video conferencing and outdoor team building programs.

Segway Xperience The All Terrain Segway Xperience is exclusive to Novotel Twin Waters Resort and allows guests to explore the entire Resort from the eucalyptus bushlands, beautifully manicured gardens, lagoon pathways and surrounding beaches, all aboard their very own Segway! Tours run daily from 9.30am and 2.00pm. Bookings are needed and can be made through Activities Central.

Gymnasium The NTWR gymnasium is small, but provides everything the fitness conscious guest needs to get their work out in. Located in the Lagoon Day Spa, the gymnasium is available to guests seven days a week.

In Room Dining In room dining allows guests to order food and beverages without having to leave the comfort of their room. Available from 12.00 noon to 10.00pm, guests are able to enjoy a selection of items from Asian curries and pizza, to salads and desserts.

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Outlets Nouveau Restaurant Located in the Resort’s central complex Nouveau offers indoor or alfresco dining with an outlook to the pool and lagoon. It is open for buffet breakfast, a la carte and buffet lunch and themed buffet dinners. Breakfast Lunch Dinner

6.30am - 10.30am (Daily) 12.00 noon - 2.30pm (Monday-Sunday) 6.00pm - 9.30pm (Sunday-Thursday) and 6.00pm - 10.00pm (Friday & Saturday)

Lily’s on the Lagoon Lily’s is the Resort’s premiere conference & wedding venue. Previously a fine dining restaurant, Lily’s was restructured in May 2011 to encourage a premium venue which can now be used as one whole venue or two separate venues: Water Lily (Grand Mercure side) & Fire Lily (NWTR Resort side). Aqua Lounge & Bar Aqua Lounge & Bar is a place for guests to enjoy lunch, dinner, snacks or a drink. It offers indoor and outdoor seating options. 11.00am - until late (dependent on occupancy)

Deli Café The place to stock up on anything guests may need or have forgotten. The Deli Café sells everything from bottles of wine to barbeque packs, fishing bait to fashion magazines, cappuccinos to chocolate bars or a bakery item. 7.30am - 5.00pm (Sunday - Friday) 7.30am - 5.30pm (Saturday) Grab it and Go Grab it and Go is NTWR’s takeaway outlet. Guests are able to order fish and chips, salads, pizza and other takeaway style meals. Grab it and Go gives our guests the option to eat anywhere they like.

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The Heads of Department Sharon White Conference Sales Manager

Rebecca Middleton Carmel Warry Financial Controller

Director of Sales & Marketing

Steven Forrester Executive Chef

Dieter Spielkamp

Simon Brown

Maintenance Manager

General Manager Bradley Conder Food & Beverage Manager

Jason Coyle Human Resources Manager

Name Title

Gail Naismith Executive Housekeeper

Virginia McCredie Reservations & Revenue Manager

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Laura Ousby Rooms Division Manager

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The Departments Front Office Front Office is the key contact point for guests during their stay. Front Office check guests into their rooms, settle their accounts on departure and assist guests with any queries over the duration of their stay.

Porters are the first point of contact for guests arriving at the Novotel Twin Waters Resort; they give guests the important first and last impression. Porters are responsible for directing guests to their room and around the resort, handling baggage, operating the shuttle service and any other guest need.

The switchboard manages all outgoing and ingoing calls to the resort. They are responsible for all guest messages, wake up calls and any resort emergencies. Reservations Reservation’s is responsible for all accommodation bookings for the Novotel Twin Waters Resort. They deal with clients ranging from holidaymakers, corporate companies and tour operators. Reservations ensure that all accommodation requests are met.

Housekeeping One of the largest departments in the resort, housekeeping are responsible for the upkeep of the rooms and public areas. Housekeeping maintains a high standard of cleanliness throughout the Resort and are also responsible for other areas such as lost property and the issuing of uniforms. Food and Beverage The Food and Beverage department provides our guests with a variety of facilities to eat and drink in. Food & Beverage offer quality service to both in house guests and locals dining in our outlets.

Activities Activities guide and interact with the resort guests in all resort activities, ensuring their well being and enjoyment throughout their stay. Kitchen The Kitchen comprises of Chefs, Cooks, Kitchen Attendants and Stewards who provide all the meals for the outlets and the cleaning of all china, utensils and kitchen areas.

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Sales & Marketing The Sales & Marketing department drive business to Novotel Twin Waters Resort by actively promoting the property and its facilities and services to the leisure and corporate markets, locally, domestically and internationally. A strong emphasis is placed on public relations, client relationships, promotions, telesales, advertising, e-marketing and direct mail campaigns to accomplish this. Conference Sales Conference Sales sells the Resort as a functions, meetings, incentive conference, and exhibition venue to the corporate community and professional conference organisers. The Conference Sales department is then also responsible for the complete coordination of any function, meeting, incentive, conference or exhibition at the resort. Finance Finance maintains all financial transactions and revenues for the resort. This department is comprised of accounts payable, accounts receivable, payroll and computer systems maintenance.

Maintenance Maintenance is responsible for all maintenance throughout the resort from guest rooms, to offices and public areas. They also coordinate any renovations.

Human Resources Human Resources is concerned with all aspects of staffing including employment and student services. The department is responsible for recruitment, training and development, industrial relations, workplace health and safety and wage administration.

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Important Information for Your Placement 1. General Information Hours of Work The roster you are required to work will be discussed prior to the commencement of your placement. Punctuality Your rostered starting time is the time you should be in your uniform and ready to commence work. It is not the time that you arrive at the Resort. Always allow yourself sufficient time to collect your uniform if required, change and be in your department by the commencement time shown on your roster. If you are running late, please call Human Resources to let them know. Persistent lateness may result in your placement ceasing. Employee Canteen The Novotel Twin Waters Resort provides complimentary duty meals and a canteen for employee and student use. The canteen is a facility to use before and after shifts and whilst on breaks and provides a range of amenities. These include a microwave, toaster, and sandwich press, eating utensils, vending machines, and tea and coffee making facilities. It is the responsibility of every student to assist in maintaining the cleanliness of the canteen. Employee Computers Two computers are provided in the Employee Canteen. The left computer is set up to access Accor and NTWR information, with limited internet access. The right computer has full internet access to allow employees and students to access their personal email accounts, as well as Accornet. Students are reminded that training on these computers takes priority and personal use is only permitted during breaks.

Should you be found using the computers for personal use during your rostered shifts,

disciplinary action may result. All use is in accordance with the Accor IT & email policy.

Car Parking Car parking is available on site for employees and students. Parking is located in the car park adjacent to the bush clearing and outside the Human Resources/Housekeeping/Maintenance building. Students are not permitted to park in designated guest car parks. Refer to the Parking Policy (HR08.02) for further information.

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First Impressions How we greet our guests face to face “Good Morning/Afternoon/Evening (guest’s name if known or else sir/madam), how may I help you?” Service Tip:

It is good practice to ask the guest how you can help, rather than assuming you know already.

Service Tip:

Consider how you might adapt your style/approach to different types of guests.

For

example how would greet a child compared to an elderly person?

How we greet our guests on the telephone External Calls:

Thank you for calling Accor’s Novotel Twin Waters Resort this is DEPARTMENT and your speaking with NAME

Internal Calls:

Welcome to DEPARTMENT this is NAME how may I help you?

The language we use Out of respect for our guests and colleagues, at work we speak English at all times. We never say no - we say “Let me see what I can do”. We show our professionalism by saying: -

“you’re welcome” instead of “no worries”

-

“excuse me for one moment” instead of “hang on”

-

“thank you” instead of “cheers”

-

“Good morning” instead of “g’day”

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First Impressions – Personal Presentation Standards Marketing for a hotel is more than stating room rates and the hotel facilities. All that we advertise creates expectations and guests come to us with preconceived ideas of how the hotel will look, including the staff. We must honour their expectations. Accor’s standards for personal presentation have been developed for all employees as being appropriate to our guests’ expectations. You are required to follow these standards at all times as part of your employment. TITLE:

Induction and Commencement - Grooming Standard

DEVISED BY:

Regional Human Resources Manager NSW and ACT

DEPARTMENT:

Human Resources

DATE EFFECTIVE:

1 June 2010

REVIEW DATE:

1 January 2012

POLICY OVERVIEW Accor is committed to ensuring all students portray a professional image at all times by maintaining the highest personal grooming standards that reflect the brand and organisation. PRINCIPLES The specified uniform or corporate attire must always be worn in full, being clean, neat and tidy. The uniform must distinguish each staff member as a proud member of Accor. All staff are required to comply with the following standards; exceptions must be approved by Human Resources/General Manager on genuine medical or religious grounds. Identification All students are to wear name badge/ID Card at all times whilst on duty. ID is to be worn on the lefthand side, one third of the way down the uniform on pocket or similar. This applies to both uniformed and non-uniformed staff. Hands & Nails Hands and nails must always be kept clean. Due to health and safety regulations, Housekeeping and Food and Beverage staff are not permitted to wear coloured nail varnish. Elsewhere, nail polish is to be of a clear or French polish shade and not chipped. Bold, bright or glitter polish is not permitted. Food & Beverage staff are not permitted to wear false (acrylic or gel) finger nails. Jewellery  Rings - One ringed finger only on each hand. Wedding and engagement rings are permitted or one dress ring, conservatively styled. Rings must not be too ornate or elevated for safety reasons.  Watches - Watches are to be of conservative style and not too large. No bright colours.  Badges - Badges other than the Accor pins are not permitted this includes any other charity pins unless directed by Resort management.  Earrings - Gentlemen are not permitted to wear earrings on duty. Ladies may wear one earring in each ear. Earrings must be either sleepers or small studs such as diamonds, pearls, gold or silver. Other visible body piercing (e.g. nose, eyebrow, tongue and lip) is not permitted. (All earrings are to be located in bottom lobe section only)  Necklaces & Bracelets - Necklaces, bracelets or any other jewellery that is visible is not permitted for uniformed staff. For those staff not required to wear a uniform, any visible jewellery needs to be conservative, not to large or bright in design.

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Hair Hair is to be clean, neat and cut conservatively. Hair must not cover the face and must have no obvious colourings. Only natural blended colour tones are acceptable. Coloured hair must be well maintained and regrowth not showing. Unnatural hair colourings such as red, green, blue, purple are not permitted. 

Uniformed Staff If hair reaches the shoulders or is longer, it must be tied back from the face or worn up in a conservative style. Styles must be neat, secure, without hair falling out. Plain bobby pins are allowed. Ponytails are to be secured at, or slightly above the nape of the neck. Ponytails to one side or tied high are not permitted. The colour of hair bands will be at the discretion of each Resort.



Non-Uniformed Staff Hair is to be kept clean and tidy, not covering the face. All staff are to look well groomed at all times. Coloured hair must be well maintained and regrowth not showing.



Gentlemen Personal grooming is very important. Hair must be half an inch above the collar, conservatively styled and well groomed. If worn over the ears it must be no longer than mid ear level. Side burns must not extend past the middle of the ear and must be conservatively shaped.



Beards & Moustaches Beards and Moustaches are permitted only if they are neatly trimmed, hygienically clean and of a professional appearance. Any moustache must be above the lip line and beards and moustaches must be grown during annual leave.

Make up and Skincare Maintaining healthy skin is important for both your personal and professional image. Always take care of your skin. If makeup is worn, it must be subtle, no bright or bold colours are permitted. Fragrance Fragrances and aftershave/cologne must be subtle and not overpowering. Personal Hygiene Maintaining good personal hygiene is essential.  Always wash your hands after going to the toilet, using a nasal tissue, eating, smoking, applying make-up or brushing your hair. You must wash your hands thoroughly with soap and dry them to comply with hygiene regulations.  Shower everyday - facilities are provided for staff to shower at work. You are responsible for maintaining your cleanliness and ensuring there is no body odour.  Always use a good deodorant that is both an anti-perspirant and deodorant.  Always change your shirt/blouse/apron daily. If you work long shifts or are involved in physical work, keep a second item in your locker to change throughout the day.  Check your breath – brush your teeth regularly and ensure your breath is fresh.  Smokers need to be particularly careful to ensure that smoke cannot be smelt on breath. Mints may be of assistance but must not be consumed in front of house areas.  Chewing gum is not permitted.  In addition, Food & Beverage Services/Kitchen/Stewarding staff must follow industry guidelines on hygiene and food handling.  Consumption of food and beverage is not permitted in front of house areas. Tattoos No visible tattoos are permitted. If for proven cultural or religious reasons approval must be granted by management.

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Posture Always try to be conscious of your posture by standing upright with your head up. Slouching, leaning, standing with your arms crossed, arms folded or your hands in your pockets is not acceptable. Correct posture ensures that you are approachable to guests and other staff. Uniforms  All non-uniformed staff are to wear professional business attire at all times.  Must be worn in its entirety with pride.  Must be clean, well pressed and neatly presented.  No torn or missing buttons, no visible flaws. A bond is to be taken from each student upon issue of uniforms. Upon termination all uniforms and Resort property must be returned for student to receive the bond refund, otherwise this will be kept by Resort if any items are lost or not returned, or where the uniform has been wilfully damaged. Note: At NTWR, a bond of $100 is taken upon commencement and then reversed upon separation dependent upon the return of the uniform. In addition, no uniform is to be taken off site under any circumstances. Shoes  Front of House/ Housekeeping/Office Administration Shoes must be plain and black, preferably not patent, well heeled and polished at all times. A solid heel is recommended for comfort. For females, shoes must be of court style and must be fully enclosed with no stilettos (evening footwear), suede, bows or cut outs. For males, shoes are to be of a low heel, avoiding thick soles. Obtrusive buckles or decorative features on shoes are not permitted. 

Kitchen & Food & Beverage Kitchen staff are to wear either black lace-ups, clogs or safety boots. Clogs are permitted for Chefs only. Food & Beverage attendants are to wear black lace-ups. All shoes are to have a non-slip, non corrosive sole.



Engineering Engineering staff are required to wear black shoes and preferably safety boots, unless permitted to do otherwise by their Department Manager.

Socks Socks must match the shoe colour and have no design. Business Attire Business attire must be conservatively styled, worn with discretion and reflect a professional image. Clothing not considered consistent with this image is:  Denim  Plunging necklines  Transparent blouses  Mini skirts  Body hugging clothing  Open neck shirts (for men)

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Training Attire Students are required to wear neat and comfortable clothing whilst on training. Clothing items which are not considered suitable attire for training include:  Shorts  Scruffy or ripped clothing  Singlets  Plunging necklines  Transparent blouses  Mini skirts  Body hugging clothing  Clothing that displays vulgar messages  No plastic thongs It is at the Manager’s discretion to advise staff on what clothing may not be suitable for the particular training session the staff member is attending.

Work Guidelines Work guidelines are in place for your safety and protection and the satisfaction and comfort of guests and colleagues. To strengthen security and make working conditions as pleasant as possible, please cooperate with the following guidelines: Student Entrance All students are required to enter and exit the Resort via the employee entrance only. These are the back loading dock, through the Deli and then through Housekeeping. This is the only entry and exit point for all students arriving or leaving from the premises. The entrance through the Lobby is solely for the use of guests. Students should not be on the Resort’s premises 30 minutes before or after their rostered shift, except if working overtime or attending scheduled Resort meetings or training. Personal Visits & Telephone Calls Visits from relatives and friends whilst on duty are not permitted. Personal telephone calls and visits are limited to emergency situations only and as such, mobile phones must not be taken or utilised in work areas. Public Areas When on duty, students must only access areas of the resort that are necessary for them to carry out their duties efficiently. No students should use the guest’s facilities, such as public restrooms or public telephones.

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Entering a Guest Room The procedure for entering a guest room (should your position and task at the time require you to) should be followed at all times: -

Students should position themselves in front of the doors security viewer with their name tag visible, knock on the door and announce their department.

-

Students should wait five seconds, and if there is no answer try again.

-

Try a third time, and if there is no answer, open the door and announce their department once more. If the guest is not present, students may enter the room.

-

If the ‘do not disturb’ sign is on the door, please do not interrupt the guest. If a guest must be contacted in this situation, contact the Assistant Manager who will decide the best course of action.

Students must ensure the guest room is secure on their departure. Phones Mobile phones are not permitted to be carried on shift unless prior authorization is granted from your supervisor or manager. No unauthorized use of resort telephones for personal reasons will be tolerated. Any deviation to the above will result in formal disciplinary action being taking which could lead to possible termination of your placement.

Changing Rooms & Lockers Lockers are provided by the Resort at request and depending on availability via housekeeping. Students should not exchange lockers, or add personal padlocks to the lockers, as these will be removed. If you lose your locker key a replacement will be provided at your cost. Lockers are for keeping personal belongings and should be locked at all times. Students are advised not to bring valuables into the Resort. The Resort will not accept liability for any loss or theft. Please do not store food or drink in your locker and keep them clean and tidy. Lockers will be inspected periodically by Human Resources. Students are required to vacate their locker and return the key to Housekeeping when placement ceases. Full shower and change facilities are situated at Housekeeping. Please keep the change room clean and tidy. Right of Search As and where required, a student while entering, leaving or whilst inside the Resort premises may be subject to a search, conducted on a random and non-discriminatory basis. The Resort reserves the right to conduct student bag searches by Human Resources. Should non-authorised property be found in your possession, an investigation will be conducted and disciplinary action may proceed.

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Smoking As per legislation, smoking is not allowed anywhere at the Novotel Twin Waters Resort other than the designated smoking areas. The student smoking area is located adjacent to the main loading dock. Please be aware that dining in this area is not permissible and that any deviation to the above will result in formal disciplinary action being taking which could lead to possible termination of placement.

Media If you are approached at any time to make a statement on behalf of the Resort, please direct the enquiry to the General Manager or Director of Sales & Marketing. It is considered a serious offence for any student to release any information to people outside of the Resort on Resort related matters or affair or guests. It is our professional and legal obligation to protect our guests privacy. Lost Property Any article found on the Resort premises must be handed immediately to the Housekeeping Department. This allows items to be easily located when any enquiries are made. If an item is not claimed within three months, it will be returned to the finder, subject to police investigation, if required. Use of Internet and Electronic Mail Systems Current state and federal legislation including the Fair Work Act 2009 and the Anti Discrimination Act 1977 prohibits organisations from discriminatory and harassing behaviour. Novotel Twin Waters Resort provides the use of electronic mail systems to Students to support business operations. Resort computer facilities including hardware and software shall not be used for any unlawful purpose including, but not restricted to, the electronic transmission of offensive materials. Please refer to the Accor Internet & Email Use Policy, provided to you on commencement for more information.

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Training and Academie Accor for Employees Academie Accor is Accor’s Registered Training Organisation (RTO) which is based in Sydney at Accor Australia’s Head Office. Academie Accor is an integral component of the learning and development focus held by Accor and the Novotel Twin Waters Resort, ensuring access to training and learning and development opportunities for all Accor students. Academie Accor aims to: Promote the development and acquisition of competencies by students in order to improve the quality of service for our guests and customers. Encourage and facilitate student mobility and career development by increasing the scope of their skills and competencies Promote and reinforce Accor values and culture.

Online University Online University is Academie Accor’s online learning facility.

All Novotel Twin Waters Resort

employees receive complimentary access to Online University to use for their own learning and development. Courses vary in length and difficulty and range from personal development to business skills. Please see Human Resources for more information. Accor Compliance Training Accor Compliance Training is Accor’s custom course for annual employee compliance training. Accessed via Academie Accor’s Online University, ACT’s ensure understanding in all areas such as Harassment, Armed Robbery and Diversity to name a few. They are standard training competencies that are completed by all Accor employees worldwide. Please see Human Resources for more information.

Novotel Itinéraires Novotel Itinéraires is Novotel’s competency based learning program, which initially aligns with our onboarding process. All employees will be provided with the common competencies and professional competencies required to perform their role within the first 6 months of employment. This is named the Graduate level.

Further competency development will be provided based on their position and

development, leading to Bachelor and Master Competency levels. Please see Human Resources for more information.

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Certificate II Certificate II in Hospitality Traineeship – aimed at building the capability and competencies of those involved with a Front Line position. Please see Human Resources for more information.

Certificate III Certificate III in Hospitality Traineeship – aimed at building the capability and competencies of those employees earmarked for a Team Leader, and/or Supervisory position. Please see Human Resources for more information.

Certificate IV The Certificate IV process allows employees to build further on their acquired knowledge, skills and abilities and incorporates the possibility for cross training. Certificate IV enables employees to access a number of learning and development tools and to acquire a Certificate IIII in Hospitality. Please see Human Resources for more information.

Diploma The Diploma process is aimed at Supervisors and above, with Leadership skills more prominent in the course content than the previous courses. Diploma enables employees to access a number of learning and development tools and to acquire a Diploma in Hospitality. Please see Human Resources for more information. Traineeships Academie Accor offers traineeships throughout Accor. Please see Human Resources for more information.

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Health Safety and Welfare Occupational Health & Safety Policy Novotel Twin Waters Resort is committed to providing a safe and healthy environment for our employees, students and guests. With the assistance of the Workplace Health and Safety Officer (WH&SO) and the WH&S Committee, we will achieve this through management and student commitment to safe work practices and the adherence to the Queensland Workplace Health and Safety Act 1995. The Act outlines that a worker or anyone else in the workplace has the following obligations at a workplace: To comply with the instructions given for workplace health and safety at the workplace by the employer at the workplace and any principal contractor for construction work at the workplace For a worker to use personal protective equipment if the equipment is provided by the workers employer and the worker is properly instructed in its use Not to wilfully or recklessly interfere with or misuse anything provided for workplace health and safety in the workplace Not to wilfully place at risk the workplace health and safety of any person in the workplace Not to wilfully injure himself or herself

Incident Reporting It is very important all students report any incidents that occur whether they result in an injury to someone or not (this includes near misses). You must report the incident to your Department Head / Supervisor and complete an Incident Report Form.

Incident Report Forms are located in each

department and also in the Employee Canteen. Once completed the form must be signed and given to your Department Head. Hazard Spotting All hazards to personal safety must be reported at once to your Department Head/Supervisor or the Workplace Health and Safety Officer. Alternatively, there are Hazard Report Forms available in the Staff Canteen. Complete this form and forward to Human Resources or bring these issues to the attention of the OH&S representative in your department. Be Responsible – if you see a hazard, remember C.L.E.A.R it: Check fault l Locate source l Eliminate l Alert others l Report

First Aid If you, another employee, student or guest requires first aid assistance you should dial 9, the resorts

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emergency number. The resorts trained emergency response team will respond and administer first aid and decide on the course of action. Each department should also have stocked First Aid cabinets for any minor cuts or incidents. It is important that all incidents are recorded by completing an Incident Report Form.

Security Security, like safety, is everyone’s responsibility. We have a responsibility to our guests, employees and students to provide them, not only with a friendly, comfortable atmosphere but one that is also safe and secure. To ensure this is possible it is essential all students observe and adhere to the following regulations: •

Always be alert. Be aware of your surroundings, so you are able to be the eyes and ears of security within the resort. Observe and report all suspicious circumstances or persons by notifying your Department Head or by calling the Assistant Manager.

•

For your own protection, any personal packages or items that you have on arrival to work that could be mistaken for resort property, must be recorded and checked by your Department Head. Out-going

•

Any article you find belonging to a guest, employee or student must be handed in immediately to Housekeeping, who will register and store the item as being lost.

Emergency Procedures Each department has a copy of the NTWR Emergency Response Plan.

Upon induction your

Department Head will go through the manual with you and explain each section to ensure your understanding of the Emergency Procedures. Fire Alarm may be raised by: •

Automatic fire detectors (i.e. smoke alarms)

•

People noticing smoke or flames

If students notice smoke or flames or suspect that there may be a fire, they should immediately take the following action: •

Activate the nearest Manual Call Point (be aware as to where these are located in your work area)

•

Go to the nearest safe phone, call the Resort Emergency number 9 and tell the operator: -

Your name

-

Where you are located

-

What the problem is

-

What you are going to do about it

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For example, “I am Kathleen Turner, I am in the west block and I can see smoke coming from under the door of room 521. I am going to organise employees, students and Guests to keep people away from the danger area”. Note: Do not attempt to extinguish any fire unless you are trained in the correct use of fire fighting equipment and procedures and it is safe to do so.

Evacuation There are two types of fire alarm sirens: “Beep, Beep, Beep”: This is the alert tone and notifies that an alarm has been activated. This will be accompanied by a voice over advising everyone to remain calm and stay where they are, pending further investigation. “Whoop, Whoop, Whoop”: This is the evacuation siren. This siren will be accompanied by a voice over advising everyone to calmly evacuate the building. Resort Evacuation Assembly Area: You need to make your self aware of the resort evacuation points. Due to the size of Novotel Twin Waters all car parks are designated assembly points. Fire Brigade Once the Fire Brigade is on site, they are in charge of the fire-fighting situation and all instructions given by their personnel are to be followed. Ensure You Know: • Where manual call points are • The resort emergency number - 9 • Where your fire evacuation exits are • How to get to the resort evacuation area • Any additional duties you may need to do during an evacuation in your area (eg lock cash drawers) Lifting and Carrying There is a right way and a wrong way, so start the right way by using time proven techniques and have no regrets. You need to "think" about what you are going to do before bending to pick up and carry an object. Safe lifting techniques MUST become a habit. Muscles are meant to work; but don’t overload them! Athletes warm up before a game. You too must warm up before you begin lifting and carrying. You may twist and turn when you dance, but don’t do it when you lift! Twisting is one of the prime hazards connected with “lifting and carrying”.

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Slips and trips Slips, trips and falls prevention. A little slip at work can have a big impact on your life!! Slips, Trips and Falls can happen at any workplace. They can occur at the entry of a building, in the kitchen, in cold rooms, on loading docks and even as you walk outside the building. Prevent them by cleaning up any areas, or notifying another student of the hazard. Chemicals Please always read the Material Safety Data Sheet (MSDS) before using any chemicals and adhere to their specifications.

Always wear Personal Protective Equipment and always report any spills or

accidents. Hand Hygiene Personal hygiene is very important in the hospitality industry. To help ensure a hygienic workplace always wash your hands after eating, visiting the bathroom, smoking or touching you face or head.

Grievance Handling A grievance is any type of problem, concern, or complaint related to work or the work environment. A grievance may be about an act, omission, situation, or decision that you think is unfair, discriminatory, or unjustified. The resort believes that every student, regardless of position, should be treated with respect and in a fair and just manner at all times. Accor’s Employment Relations – Grievances Policy should be referred to in these matters. A Grievance Report Form is also available.

NTWR – Student Handbook (May 2012 – 01.V2)

Both documents can be found on the HR Common Drive

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HUMAN RIGHTS & EQUAL OPPORTUNITY POLICY STATEMENT This statement comprises a summary of Accor’s current Human Rights & Equal Opportunity Policy. Accor: Is committed to ensuring that the working environment is free from unlawful discrimination, harassment (including sexual harassment), bullying, vilification and victimization; Regards unlawful discrimination, harassment (including sexual harassment), bullying, vilification and victimization in any form as unacceptable and will not tolerate it under any circumstances; and Is an equal opportunity employer and aims to promote equal access to employment and it’s benefits in the areas of recruitment and selection; promotion, transfer and training opportunities; benefits associated with employment and termination procedures; and arrangements for dealing with pregnant and potentially pregnant employees and employees who are breastfeeding their children. What is discrimination, harassment (including sexual harassment), bullying, victimization and vilification? Discrimination – occurs when a person with a characteristic which is protected under legislation (such as, for example, sex, age, race, marital status, family responsibilities and religion) is treated less favorably than another person without that characteristic in the same or similar circumstances, or is otherwise required to comply with an unreasonable condition which has a detrimental effect on them because of that characteristic. Harassment – is any unwanted, unwelcome or uninvited behavior made unlawful under legislation which a reasonable person would expect would humiliate, intimidate or offend. Sexual harassment is unlawful harassment which is sexual in nature and can include physical contact, verbal comments, the display of offensive material, or other behavior which cause a sexually hostile or uncomfortable working environment. Bullying – is generally regarded as less favorable, unwelcome treatment (usually but not always of a repetitive nature) of a person by another or others in the workplace, and which may be considered unreasonable and inappropriate workplace practice. It included behavior that intimidates, offends, degrades or humiliates. Victimisation – occurs where a person subjects or threatens to subject another person to an unlawful detriment, because, for example, they have complained about unlawful discrimination or harassment, have supported someone with an unlawful discrimination or harassment complaint, or they have acted as a witness in an unlawful discrimination or harassment case. Vilification – involves inciting hatred, serious contempt for or severe ridicule of a person or group of persons because of certain characteristics protected under legislation, such as race or homosexuality. Acts of vilification can include abuse, graffiti, public speeches or statements, wearing symbols, public gestures, displaying posters. Disciplinary action, including dismissal, may be taken against any employee (front line, supervisors and managers) who engages, or is involved, in unlawful discrimination, harassment (including sexual harassment), bullying, vilification or victimization in breach of this statement and the policy. Legitimate comment and advice (including relevant negative comment or feedback) from managers and supervisors on the work performance or work related behavior of an individual or group is not workplace harassment, discrimination or bullying. The Company’s full policy is available from Human Resources and includes information on the complaint and conciliation procedures. If you have any questions please contact Human Resources or your Manager or other persons nominated in the policy.

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The success of the policy depends on commitment, support and responsibility shared between all employees, including managers.

MICHAEL ISSENBERG Chairman & Chief Operating Officer Accor Asia Pacific

SIMON MCGRATH Vice President Accor Australia

Date: January 2012 Next review: January 2013

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WORKPLACE HEALTH AND SAFETY (WH&S) POLICY STATEMENT This Policy Statement sets out Accor’s commitment to persons at its workplace in respect of work health and safety (WHS) and what it expects of workers, contractors and managers in order to ensure this commitment is achieved and legislative obligations discharged. Accor is committed to providing a safe and healthy workplace (including provision of a safe work environment, safe systems of work, safe plant and structures, equipment and substances), so far as is reasonably practicable, in order to prevent injuries and / or illnesses being sustained by workers, contractors, guests and other visitors. To achieve this, Accor will strive to: Develop and integrate a WHS Management System into all business operations Conduct risk management activities (hazard identification, risk assessment and risk controls) to eliminate or minimise risks as far as reasonably practicable Actively engage workers and contractors in meaningful consultation on WHS matters Provide adequate information, training and supervision, and Achieve continuous improvement through monitoring and measurement of WHS performance (including conducting regular audits and collecting / analyzing accurate injury and incident data). Management of WHS is an integral part of management responsibilities and applies to all persons and areas of operations within Accor, however some specific responsibilities may vary across the States and Territories as the process of harmonization continues in 2012. Managers / supervisors have a duty to provide and maintain, so far as is reasonably practicable, a safe workplace for the people or area under their control. All workers and contractors have a responsibility to take reasonable care for the health and safety of themselves and other people at the workplace (including January 2012 contractors and guests) that may be affected by their actions or omissions. All workers and contractors are obliged to cooperate with Accor policies and procedures and comply with the reasonable requests from Accor’s delegated persons, to enable Accor’s compliance with its legislative WHS obligations. Accor will provide resources, training, workplace instruction and leadership to our officers, managers and employees to enable them to work safely and assist Accor in complying with its WHS legislative obligations. Disciplinary action, including dismissal, may be taken against any employee (front line, supervisors and managers) who has been found to have breached this WHS policy or associated procedures.

MICHAEL ISSENBERG Chairman & Chief Operating Officer Accor Asia Pacific

SIMON MCGRATH Vice President Accor Australia

Date: January 2012 Next review: January 2013

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RETURN TO WORK (REHABILITATION) POLICY STATEMENT This Policy Statement sets out Accor’s commitment to employees at its workplace in respect of rehabilitation and what it expects of employees and managers in order to ensure this commitment is achieved and legislative obligations discharged. Accor believes that injured employees should be provided the appropriate injury management (both medical and work based rehabilitation) to improve the likelihood of achieving a full and sustainable recovery and return to work. Accor is committed to; • Providing a safe and healthy working environment with the goal of preventing injury and illness • Early commencement of injury management to promote recovery and return to work, including the provision of adequate information to injured employees • Providing suitable work duties in line with medical restrictions, as a transitional arrangement to facilitate recovery and return to work • Developing Return to Work Plans in consultation with relevant parties to outline the duties to be performed, and • Ensuring that participating in a return to work plan will not disadvantage an employee. Accor’s responsibilities to assist employees in their return to work after a work-related illness or injury differ in each state and territory. As part of the injury management process Accor may: • Request an employee to sign an authority form, consenting to Accor obtaining (and sharing) injury management information from relevant parties • Seek to discuss with the employee their injury management and progress • Inform employees of their responsibilities and requirements of their return to work program where relevant. • Seek to identify temporary work duties in line with current medical restrictions • Seek to arrange return to work meetings with relevant parties • Require the employee to be examined by a medical practitioner/s nominated by Accor, and • Utilize accredited rehabilitation providers, as required, to assist in the rehabilitation of those employees who suffer a workplace injury or illness It is the responsibility of an injured employee to fully cooperate with the rehabilitation efforts of the employer and Insurer / Scheme Agent / Authority. This includes early reporting of the work-related illness or injury, and accepting and performing suitable duties (as offered by Accor) which are in accordance with medical restrictions. This policy has been developed in consultation with Accor employees and will be reviewed on an annual basis.

MICHAEL ISSENBERG Chairman & Chief Operating Officer Accor Asia Pacific

SIMON MCGRATH Vice President Accor Australia

Date: January 2012 Next review: January 2013

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ENVIRONMENTAL POLICY STATEMENT Accor recognises the importance to customers and the wider community of implementing responsible environmental management systems at the corporate level into our day to day activities and long term transactions. Accor acknowledges that an environmentally responsible corporation contributes to sustainable development and will improve the overall management of our resources. Accor will demonstrate our commitment by maintaining procedures to minimize our impact on the environment, focusing on the prevention of pollution, minimization and careful storage and transport of waste, and the implementation of principals of re-use and recycling. Accor will follow best practice guidelines and management procedures to maximize compliance with applicable environmental legislation by ensuring that sound environmental management systems are in place and all management and employees are aware of their responsibilities and are provided with the knowledge, skills and resources to meet our obligations. Accor shall endeavour to ensure that best practice environmental management applies to all their workplaces, personnel, contractors and suppliers.

MICHAEL ISSENBERG Chairman & Chief Operating Officer Accor Asia Pacific

SIMON MCGRATH Vice President Accor Australia

Date: January 2012 Next review: January 2013

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Induction Acknowledgement I have read and understood the information contained in this journal and I agree to abide by the contents contained within. I have been shown and / or had explained all of the above elements and I have been given the opportunity to ask questions and seek further explanation of the details pertaining to my placement.

Student name

Signature

Date

HR / GM / Resort Representative

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