Garoupa Hotel Spa Golf & Conference Centre - a 21st century modern employment practice guide and handbook

1. TEAM MEMBERS HANDBOOK
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2. CONTENTS
Welcome to the GAROUPA team 5
Introduction 8
Mission 9
Our Purpose & Values 10
General Terms and Conditions of Employment 14
About GAROUPA 15
Our Expertise
Job Descriptions
Place of Work, Job Flexibility & Mobility
Hours of Work
Remuneration
Pension
Change of Personal Details 16
Notice Periods
Additional Employment
Team members property
Team members leaving Garoupa 17
Gifts and Corporate Hospitality
Equal Opportunity 18
Health & Safety
Dress Code Policy 19
Performance Management
Probation
Capability
Learning and Development 20
Attendance Policy
Holiday Entitlement 21
Public Holidays
Birthday leave
Team members shift meals
Disciplinary Policy 22
Grievance Policy 23
Male Team members Dress code 24
Female Team members Dress code 25
Visitors whilst on duty 26
Off Duty on property
Fraternising with Guests
Personal Phone calls
Eating and drinking on duty
Confidentiality
Drug free workplace 27
Smoke free workplace
Corporate Social responsibility policy 28
Standards of Business Conduct 29
Standards of Corporate Governance
Garoupa and the environment
Garoupa and Human Rights 30
Equality and Diversity at Garoupa
Sustainability at Garoupa
Garoupa and its impact on Society
Ethics and Ethical trading at Garoupa
Biodiversity at Garoupa
Social Commitment at Garoupa 31
Vendors and Suppliers to Garoupa
Notes 32
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3. To our Team
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4. People are our Passion
People include our Guests, the Team members that make
up GAROUPA, our Suppliers, our Investors and the
Community within which we exist.
There is no substitute for honesty, respect and mutual
engagement.
We place our Guests experience at the
core of all we do.
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5. We welcome you to the GAROUPA Team,
You are a valued and important member of our
family. For GAROUPA to deliver on its promise to each
and every guest we select, train, retain and reward our
Team to be the best talent in the industry.
We reward and recognize quality guest care based on
your individual and Team performance. As a key
member of this team you have an important role to
perform.
To succeed you will be expected to demonstrate a PASSION for service,
COMMITMENT to delivering only the best, and
SUPPORT for each and every one of the GAROUPA Team members.
You and I are in a position of trust, therefore INTEGRIT Y in everything we do is a
fundamental to our code of conduct.
CHANGE is part of our existence, we operate in a highly contested business space and to
remain the “best of the best” we expect every team member to contribute to change. Your ideas
will always be valued. Just as we will create opportunities for our guests to contribute to our
change, we will also create opportunities for you.
We commit to providing you with opportunities for continuous learning and development to
ensure you have the skills and support to remain passionate about what you do. Our business
is unforgiving and guests expect no less than the HIGHEST possible service, if we are not
committed at what we do, we will not live up to the expectations of our guests.
Last but by no means least, C OMMUNICATION is the oxygen of our business. Without
it we suffocate. You can expect regular weekly updates on all aspects of our business, the
successes, the challenges and the targets. Equally you will be expected to communicate with
openness and honesty at all times.
Once again welcome to the GAROUPA Team—you are as important to the business, as the
business is to you. We trust that ours will be a rewarding partnership within this
WINNING TEAM and like us you will continually strive to be the best amongst the
best.
The GAROUPA Team
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6. Pursuing Excellence
At GAROUPA we see excellence as a process of always
improving and learning, never resting on past achievements.
We are committed to show excellence in all parts of our work
and in our interactions with:
 Guests
 Investors
 Suppliers
 Team members and
 Communities
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7. OUR MISSION & VALUES
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8. INTRODUCTION
We believe our strength is rooted in our core values: putting people first, pursuing excellence, embracing change, acting with integrity
and serving our world, delivering value coupled with innovation and creativity. These values are our foundation and our future. As we
pursue our quest at placing GAROUPA as a leader within the hospitality industry our business will continually evolve recognising the
diversity of our PEOPLE…delivering the best Guest experience possible.
This guide provides information about GAROUPA’S Purpose and Values.
This guide is a companion to the Team Members Handbook. This Handbook, which applies to every Team member in every part of
our business, provides clear and relevant expectations of conduct and examples/tools for your membership of this elite Team
which makes up the GAROUPA business.
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9. Our Mission
Our mission is to completely delight
and satisfy our guests. We are
committed to making a difference
every day; continually getting
better, to keep us the best. Be
profitable and represent a sound
investment for our shareholders.
Contribute to our
immediate community
in a meaningful way.
Our Values
GAROUPA is built through the
character of its people. That character
is reflected in GAROUPA’s Values,
which is fundamental to our success.
Our continued success depends on
each one of us doing our part to
uphold these values in our day-to-
day work and in all the decisions
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10. OUR PURPOSE OUR VALUES
Our Purpose is focused on delivering value and exceeding the The core value of PEOPLE FIRST
expectations of our Guests. recognises the essential importance of
GAROUPA is built through PEOPLE to the success of the GAROUPA
the character of its people. business. In the context of a people
That character is reflected in business, People include our Guests,
GAROUPA’s Values, which is Team members that make up the
fundamental to our success. GAROUPA business, our Suppliers, our
Our continued success depends on each one of us doing our Investors and the Community within
part to uphold these values in our day-to-day work and in all the which we exist. There is no substitute
decisions we make. We will be profitable and represent for honesty, respect and mutual engagement. We place the
continuous value to our shareholders. Guest experience at the core of all we do.
 Our Guests are the reason for our existence. We
While GAROUPA competes hard to achieve leadership and demonstrate our appreciation by providing them with
business success, it is concerned not only with results, but with high quality and superior service in a welcoming
how those results are achieved. We will never condone nor environment, at a great value. Our goal is quality,
tolerate efforts or activities to achieve results through illegal or service and value for each and every Guest, each and
unethical dealings. every time.
 We are committed to our Team members. We
We will provide hospitality and entertainment services of recognize that our strength and our competitive
superior quality and value that exceeds the expectations of advantage is – and always will be – our People. We
value, quality and service of our Guests in every respect. provide opportunity, nurture talent, develop leaders
and reward achievement. We believe that a team of
As a result, Guests will reward well-trained individuals with diverse backgrounds and
our People, our Investors and experiences, working together in an environment that
the Communities in which we fosters respect and drives high levels of engagement
live and work to prosper. both individual and as a team, is essential to our
continued success.
 Our Suppliers are our partners and will be treated with
GAROUPA is its People and mutual respect.
the values by which we live.
 Our Investors are core to our business success and
GAROUPA will create mutual value in honest and open
We attract and recruit the
dealings.
finest People. We build our organization from within,
promoting and rewarding People without regard to any  The Community within which GAROUPA exists is
difference. integral to our successful operation and we will
participate in the value creation and development of
that local community.
At GAROUPA we see excellence as a
process of continuous improvement
We act on the belief that the men and women of GAROUPA
and learning, never resting on past
will always be our most important asset.
achievements. We are committed to
demonstrate excellence in all spheres
of our work and in our interactions
with Guests, Investors, Suppliers,
Team members and Communities.
We are attuned to the needs of our PEOPLE and respond with
innovative ideas, practical solutions, and a focus on results.
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11. We embrace positive change. We We are fiscally responsible and
believe in improving entrenched committed to consistently deliver value
business practices for our Guests for our Investors. We go beyond
benefit. Moreover, we are not expectations and always deliver an
afraid of change in how we outstanding experience for our Guests.
handle business in our day to day We value and reward high performance
operations if it adds value to the and success. We are socially
Guest experience. We honestly responsible. We respect the
and forthrightly confront the environment and its finite resources.
facts regarding our operations We believe in making a significant
and make the necessary changes contribution to the quality of life of all
required. the Communities where we conduct business.
 We promote an innovative
culture and attitude. We think
differently and strive to apply
innovative thinking and
creativity to everything we do.
Innovation is a key driver for our
We never seek to be slightly growth. On a daily basis, we
better than our competition. demonstrate Innovation by:
We strive to offer service that is
amazingly better. We seek to
 developing innovative solutions
to customer problems ,
deliver service that is so much better than our competition
that our Guests are ‘wow’ed by
 differentiating through creativity of
them. Our services will include
services, products, process and
features, concepts and ideas
service developments,
completely new to the marketplace.
Much more than bells and whistles,
 being proactive in initiating change
these are designed to provide real,
and improvement,
well-thought out and demonstrable
benefits to our Guests.  sharing knowledge and experience
through teamwork continuously challenging and asking
“why?”.
The identity of GAROUPA embodies what we are -
 a prime destination.
 the unspoilt Mozambique coast through the combination of
We work to build relationships
the of waving palm fronds, crests of waves, rays of sunshine,
based on trust by taking
the soft tropical breeze, life and motion in one. Like a hand
responsibility, acting ethically and
beckoning you to come closer.
encouraging open and We are proud of the hints at pure luxury and the embodied ultimate
honest interaction. We natural beauty.
behave with integrity and in
an ethical manner in
everything we do and say,
thereby earning and
maintaining the trust and
respect of Guests, Investors,
Suppliers, Team Members
and Communities.
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12. These guidelines have been updated to include our employment practices and are designed to help
you better understand how everyone at GAROUPA as a group can work together to achieve the high
standards our guests demand from us. The policies and guidelines outlined in this guide is the
minimum standard expected of us at GAROUPA.
Whilst we cannot possibly cover every eventuality, it is GAROUPA’s intention that everyone should
always be treated with respect, courtesy and consideration. In return, GAROUPA expects every Team
member to be equally considerate of GAROUPA and fellow Team Members.
We take this opportunity to wish you every success and we are confident that you will enjoy your time
as a Team Member at GAROUPA.
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13. Serving our world
We never seek to be slightly better than our
competition. We offer service that is amazingly
better.
We deliver service that is so much
better than our competition that our
Guests are ‘wowed’ at every
opportunity.
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14. GENERAL TERMS AND CONDITIONS OF EMPLOYMENT
The contents of this guide is not contractual by nature, however they outline
the principles and practices by which we conduct ourselves. Also included
other useful guides and information related to your employment within
GAROUPA.
Although these items may not be contractual they do reflect the code of
conduct and behavior which we are expected to abide by.
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15. ABOUT THE GAROUPA This flexibility is essential as the type and volume of work is
subject to change, and it allows Garoupa to operate efficiently
Established 2013 GAROUPA positioned itself as a leading and gain maximum potential from its valued and committed
hospitality provider in Mozambique. GAROUPA is so much workforce. Employees are employed on the basis that they
more than just the sum of its parts. must be prepared to travel to meet the requirements of the job.
It allows you to work at a whole new level of engagement, an Where an employee is permanently transferred to another
institution that delivers to its quests an experience in quality and location it will be subject to discussion and agreed terms.
service associated with a world class establishment. It also
HOURS OF WORK
allows you as a valued team member to achieve your goals
whilst doing with pride what you love most— delivering to the
expectations of our guests.
As specified on individual contracts of employment, employees
OUR EXPERTISE are expected to attend core hours to fulfill the requirement of
the position in line with operational needs. This includes the
working of overtime when circumstances require it.
Our team of hospitality providers have industry expertise,
RENUMERATION
trained and are passionate in their delivery of service to each
and every guest that visits GAROUPA.
Our founders believe wholeheartedly in committing to local
Salaries are specified on each employee’s individual contract of
communities and showcasing the magnitude of the tourist value
employment. The monthly pay period
in our local area and Mozambique as a whole. We are as proud
is for the current month, payable at
of ourselves and the role we play within GAROUPA as we are
one twelfth (1/12th) of your annual
to be an ambassador for the proud people of Mozambique.
salary. Should you start or leave
during the month your salary will be
JOB paid for actual days worked at your
normal daily rate.
DESCRIPTION Where applicable commission will be paid monthly. Bonus
payments may be paid monthly, quarterly and at the end of
Job descriptions are issued to each year. Conditions of payment are detailed within the offer of
each employee detailing the employment.
scope of the role, input and Overtime payments, sickness adjustments and any other
outputs and main responsibilities and activities. The job role adjustments are processed in the current month providing HR/
may change as the needs of the business change and the Payroll is informed before the relevant cut off period. Any
Company expects each employee to demonstrate the required adjustments outside this cut off will be processed the following
amount of flexibility to adapt to any change. You are also month. All payments are made directly into each employee’s
expected to perform duties and other tasks as assigned by your bank account or . If account details change it is each
Manager. employee’s responsibility to change the relevant details via the
Employee Details Portal .
PLACE OF WORK, Pay slips are provided on the day salaries are paid.
Where an employee has been overpaid it is the employee’s
JOB FLEXIBILITY & MOBILITY responsibility to inform their Manager immediately. The total
amount of the overpayment will be
deducted from the employee’s
Your normal place of work is shown in your contract of salary in the most appropriate way
employment. However, your contract of employment is with the and this will be discussed and
Company and not with any individual department, office or agreed with the employee prior to
branch. It is a condition of employment any corrective deductions being
that each employee is prepared processed. In the event of an
whenever necessary, to transfer to an employee leaving Garoupa without
alternative branch or division or duties the full amount being recovered the employee will be expected
within the organization or customer site to pay back any outstanding balance before their respective tax
within reasonable travelling distance statement can be issued.
which match the employee’s skills and
experience.
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16. CHANGE OF PERSONAL DETAILS ADDITIONAL EMPLOYMENT
It is the responsibility of each Team member to notify GAROUPA In the event an Team member has or is considering any additional
of changes to their personal details such as name, address, telephone employment he/she should notify their Manager as soon as
number etc. This will enable the Company to maintain accurate records possible. This will enable the Company to discuss any implications
and ensure contact can be made with an Team member in case of an arising from current working time legislation. Written approval
emergency. should be obtained from the Line Manager before accepting any
additional employment. This approval will not be unreasonably
withheld unless the other employment has or is likely to have; an
A Team member can change
adverse effect on the Team member’s capability to satisfactorily fulfill
personal details by logging onto
their duties with the Company or where a clear compromise of
the Team member Details Portal
interests has been identified.
and changing their particulars as
necessary.
Team members may not use any of the Company’s premises
or property, including vehicles, tools, equipment, stationary or
If a Team member does not
stock for any business purpose except those of the Company,
have login details for the Team
unless authorized by senior management in advance. Team
member Portal they can contact your HR advisor and they will be
members are expected
issued with a log in and password.
to conduct their personal
affairs in a manner that
does not adversely
NOTICE PERIODS affect the company’s or
their own integrity,
reputation or credibility.
Inappropriate off-duty
Notice period details are contained within the contract of
conduct on the part of an Team member which adversely affects the
employment. Local HR guidelines must be consulted. Generally, if the
company’s legitimate business interests or the Team member’s
Employment is confirmed at the end of the probationary period the
ability to perform his or her job may lead to disciplinary action up to
Employment may be terminated by the Company or you giving the
and including dismissal. Team members will only be permitted to
following periods of notice in writing:
engage in other employment provided such employment is not
considered detrimental to the business interests of the company or
Trainees & Administrators - 2 weeks the Team member’s ability to meet contractual requirements. Such
interest should be declared to his/her Manager at the earliest
Team Leaders & Supervisors - 4 weeks opportunity.
Senior Managers - 12 weeks
The Company reserves the right to pay salary in lieu of notice (or
a combination of salary in lieu and short notice) or to require you to
remain away from work during the notice period, whichever may
TEAM MEMBER’S PROPERTY
be appropriate. Any payment in lieu of notice may have legal
financial constraints where sums due may be due deducted at
source.
The Company does not accept liability for any loss of, or damage
to property, which a Team member brings onto company premises.
Therefore each Team member is requested not to bring personal
items of value onto the premises and, in particular not to leave any
Where the Company requires you to remain away from work items overnight. Personal lockers will be provided, however these
during the notice period you are required to comply with all other remain the responsibility of team members making use of the facility.
terms of this Contract and any other conditions laid down by the
Company. Whilst on full pay during any period of garden leave you
will not be permitted to work for any other person, firm, and
corporate body or on your own behalf without the Company’s prior
written permission. You may not contact staff, clients or candidates.
The Company may terminate the Employment without notice
compensation or payment in lieu of notice and without payment in
lieu of untaken holiday entitlement in the event of gross
misconduct or gross negligence by you.
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17. This policy applies to all Team
TEAM MEMBER LEAVING members and constitutes the
company’s commitment to anti
bribery and corruption behavior
GAROUPA or activity within the business.
A Team member who leaves the service of GAROUPA will be entitled
to receive payment in lieu of
holidays untaken for the holiday OFFERING GIFTS
year in which he/she leaves or
be expected to take the balance The company supports the practice of offering modest non-
of any outstanding holidays cash gifts to business partners where appropriate for
prior to the termination of marketing purposes or, as long as the gift is occasional and
employment. Such entitlements not regular or repeated, other purposes such as expressing
will be calculated on a pro rata thanks or making a goodwill gesture. For example, we may
basis to the number of month’s service in that holiday year as the date offer promotional material such as pens; calendars etc for
of termination of employment. marketing purposes or send a small token gift to a business
partner as a Christmas gift.
For this purpose only complete weeks will count. In the event that a If you want to offer a gifts worth more than a nominal amount
Team member who is leaving has already taken holidays in excess of the [Local procedures will specify amount – e.g. $10, $50, $100. You
amount due in that year, such excess will be deducted from any must obtain prior approval from a senior manager who will
salary payments due. decide if the proposed gift is legitimate, proportionate and
The return of Company property including cars, fobs, laptops, keys reasonable.
and mobile phones must be returned to the Team member’s
 You should never offer cash gifts
Manager on the last day of service. Failure to return a company vehicle
will result in the cost of car recovery being deducted from any monies  any sort of gift where the intention is to influence the
outstanding to the Team member. Likewise failure to return company recipient’s judgment;
property will result in the cost of the item being deducted from any
monies outstanding to the Team member. This is an express written  any sort of gift where you know that the recipient is not
term of your contract of employment allowed to receive it.
Exit interviews will be conducted for all Team members who leave the
Company. The interviews will be conducted by local HR in the first ACCEPTING GIFTS
instance. The line manager can also conduct the exit interview if they
prefer to do it themselves. The completed form must be passed to You are allowed to accept token gifts from business partners or
the HR Department. The interview should take place once the Team potential business partners where this constitutes legitimate
member has made their decision to leave the company. Exceptions and reasonable marketing or where it is a legitimate goodwill
would be made in instances where the Team member leaves gesture. For example, you can accept promotional items such
employment because of discipline, unsuccessful probation or as desk calendars or pens or occasional gestures such as a bunch
redundancy. of flowers from a customer to express thanks or offer
congratulations.
GIFTS & CORPORATE HOSPITALITY You should never accept:
 cash gifts; or
The policy contains four offences which cover activity that
would widely be regarded as bribery and corruption at work:  gifts which are [extravagant/out of proportion with the
value of the business relationship/ worth more than a nominal
 Offering, promising or giving bribes (active bribery); amount; or
 Requesting, agreeing to receive, or  repeated/regular gifts from the same donor; or
accepting bribes (passive bribery);
 any sort of gift where your judgment might reasonably
 Bribery of a foreign public official; and be thought to be at risk of influence as a result of the gift
 Failure of a commercial organization to (for example, a gift from a potential business partner
prevent bribery. shortly before you make a decision over whether or not to
award them a contract); or
The purpose of this policy is to set out our rules on the giving and
receiving of gifts and corporate hospitality in order to protect our  any sort of gift which might reasonably bring the business
reputation and ensure that we operate both lawfully and ethically. into disrepute or be contrary to terms or the spirit of our
equal opportunities/dignity at work policy, for example a
pin-up calendar.
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18. 
EQUAL OPPORTUNITY Incorporate equal opportunities notices into general
communication practices (e.g. Team member newsletter,
intranet, notice boards)
GAROUPA is committed to fulfilling its legal obligations to its  Ensure that adequate resources are made available to fulfill
Team members under relevant equality legislation and associated the objectives of the policy.
codes of practice.
 Establish appropriate information and monitoring systems to
The Company will provide equal assist the effective implementation of our Equal
opportunities for all job applicants Opportunities Policy.
and Team members.
HEALTH & SAFETY
All recruitment, promotion and GAROUPA is committed to the health, safety and wellbeing of all
training will be based upon an of the Team members , Guests, Contractors and visitors whilst on
individual’s ability and job the company property.
performance and will exclude
any consideration of an A Registered Nurse will be in attendance on the property and will
applicant’s OR Team member’s manage the health
religious beliefs, political opinion, sex, sexual orientation, marital matters on behalf of
status or civil partnership status, pregnancy or maternity leave, Team members. The
race, age or disability, having or not having dependents, trade GAROUPA clinic will be
union membership or non membership or being a part time or operated under strict
fixed term worker. rules and team members
are expected to abide by
these rules.
We recognize that the provision of equal opportunities in the
workplace is not only good management practice it also makes The Nursing Sister will be
sound business sense. Our Equal Opportunities Policy will help a member of the
all those who work for us to develop their full potential and the Garoupa Health and
talents and GAROUPA’s of the workforce will be utilized fully to Safety organization and will support the Facilities Manager in
maximize the efficiency of the organization. ensuring a safe and Healthy working environment.
Various parts of the GAROUPA premises will have differing safety
rule as appropriate and each Team member must familiarize
To ensure the Equal Opportunity Statement is effective, GAROUPA is
themselves with those rules.
committed to: -
 Preventing any form of direct or indirect discrimination or
victimization.
 Promoting equal opportunities for women and men.
 Securing fair participation irrespective of religious or
community background.
 Promoting equal opportunities for people with disabilities.
 Promoting equal opportunities for ethnic minorities.
 Promoting a harmonious working environment where men
and women are treated with respect and dignity and in
which no form of intimidation or harassment will be
tolerated.
 Fulfilling all legal obligations under the relevant legislation and
associated codes of practice.
 Taking any necessary positive/affirmative action, including
setting goals and timetables.
In order to implement this policy the GAROUPA will:
 Communicate the policy to Team members, job applicants,
and relevant others
 Incorporate specific and appropriate duties in respect of
implementing the Equal Opportunities Policy into role profiles
and work objectives of all Team members.
 Provide equality training and guidance as appropriate.
 Ensure that those who are involved in assessing candidates
for recruitment or promotion are trained in non-
discriminatory selection techniques

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19. The outcome at the end of the probationary period may be:
DRESS CODE  Confirmation of employment.
GAROUPA prides itself on its professional image. GAROUPA
dress code requires Team members to be well groomed at all
 Extension of probationary period up to a
recommended maximum of 3 months.
times and have a neat and tidy appearance. It is expected that
Team members will come to work in appropriate attire. All Team
 Termination of employment.
members come into contact with members of the public and
customers; therefore it is important to GAROUPA that all Team
members present a business like image with regard to
appearance and standard of dress. A smart business-like
appearance reflects and contributes to the professional image CAPABILITY
of GAROUPA. Being well presented is an important part of being
professional. Managers are responsible for ensuring the Dress Capability refers to the Team members ability to perform the
Code is adhered to at all times in respect of the Team members duties of the job as these duties develop – for example in levels
they manage. Where managers are concerned about a Team of skill, aptitude, knowledge or experience. The aim of the
members appearance, they should discuss their concerns with Capability Procedure is to provide a consistent and reasonable
that Team members in the first instance. Name tags are an approach to identifying and managing Team members
important part of each Team members dress and must be worn performance issues. It is important to distinguish lack of
while on duty. Please refer to the DRESS Code policy. capability from misconduct, for which the Disciplinary Procedure
is appropriate. This policy will not apply during a Team members
probationary period. The Capability Procedure may be used
PERFORMANCE MANAGEMENT when a Team member is performing below the standard
required of the job, although they are not doing anything
Effective performance management deliberately wrong. The procedure
is important to the ongoing success should be used as part of the
of GAROUPA as it continues to performance management system and
diversify and expand. We are may be invoked at any time during the
committed to developing and Team mmbers employment.
supporting all Team members in the
There may be occasions where
performance of their duties.
situations begin as a capability issue,
Performance Management is the but as the matter progresses it
responsibility of all Team members becomes clear that it is more
and involves open and honest appropriate to treat the issue as a
communication, the identification of conduct issue under the Disciplinary
reasonable objectives and an Procedure. It is perfectly acceptable to
opportunity for everyone to learn and transfer between the Capability and
develop. Disciplinary Procedures in appropriate
cases. Deliberate substandard
The performance management life
performance e.g. deliberate
cycle for all Team members falls into
wrongdoing, persistent lateness
two main stages:
without cause etc amounts to
 1st Stage – Probationary period
misconduct and should be dealt with
under the disciplinary procedure.
 2nd Stage – Monthly, Quarterly, Six Monthly or Annual The first stage of dealing with a capability issue will normally be
Reviews for Team members who have successfully passed through informal discussion/counseling. The manager would be
probation. expected to meet the Team member in private, and to explain
that the matter is being dealt with on an informal basis. The
PROBATION manager would outline areas of concern and discuss reasonable
support that may be provided to assist the Team member in
achieving the required standard. The manager is responsible for
The aim of in providing a probationary period allows both the
keeping a confidential file note of the date of the meeting,
GAROUPA and the Team member time to evaluate the job
broad content and any action plan arising from an informal
offering, the associated commitments and performance in key
discussion/counseling session. The notes may be referred to at a
areas including performance against set targets adherence to
later date as part of the formal Procedure.
company policies and procedures.
The Team member will be invited to a formal meeting to discuss
All new/transferring/promoted Team members will serve a
concerns regarding their performance at work. They will receive
probationary period of six months during which time the line
reasonable notice of the meeting and will be notified in advance
manager will review and discuss with the Team member their
of the purpose of the meeting. Team members have the right to
level of performance.
be accompanied by a work colleague, employee representative
or trade union representative (who has experience in this area).
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20. GAROUPA OPERATES THE FOLLOWING SICKNESS & ABSENCE
LEARNING & DEVELOPMENT POLICY:
GAROUPA recognizes that Learning and Development is  Where an employee is absent on 3 or more occasions in a
essential for all its Team Members to support them in their job rolling 12-month period or one occasion of more than 6
roles, to meet team goals and GAROUPA’s objectives. Learning working days, they will be counseled. This is in the form of
and Development is accessible a recorded one to one meeting with line management
to all and this policy aligns with bringing to the Team members attention that their
GAROUPA’s commitment to attendance needs to improve.
equality of opportunity.
Delegates will be selected fairly
 After a further 2 occasions or one period of 6 days
absence, a verbal warning may be issued.
for learning and development
interventions. All requests for  After a further 2 occasions or one period of 6 days
training will be assessed against absence, a first written warning may be issued.
business and individual needs. It
is GAROUPA’s understanding
 After a further 2 occasions or one period of 6 days, a final
that learning and development written warning may be issued.
refers to a number of  After a further 2 occasions or one period of 6 days,
interventions including: employment may be terminated.
NB: All the above absences apply to a rolling 12 month period.
 Internal courses from induction to professional
management and training
DURING PROBATION PERIOD THE FOLLOWING RULES WILL
 Public/external courses APPLY:
 Further education interventions (Coaching and The aim of the probationary period is to allow adequate time for
mentoring) the skills to perform the job effectively to be developed and to
 Self study and development ensure any issues are identified promptly and the appropriate
action taken. Absence from work will impact negatively upon the
 Secondment individual’s ability to perform effectively during this crucial
 E-learning, CD’s , Video, Learning guides, books Education period. As such, absence will be closely monitored and managers
Assistance Program will conduct a return to work interview after each spell of
absence. Absence is not paid during the probationary period.
GAROUPA has a culture which encourages continual self
After your return to work interview following your first period of
A
improvement. To reward Team members who learn dditional
absence, your manager may put you on notice to ensure
L anguages GAROUPA will pay a Team member an award of $200 improvement. In addition, after 2 occasions of absence or a total
of 5 working days your manager will put you on notice to ensure
once a Team member can demonstrate sufficient fluency in an
improvement. A further period of absence will result in a
additional language. This excludes mother tongue and English
probationary review meeting being called to discuss this and may
fluency.
result in your employment being terminated.
ATTENDANCE POLICY ANNUAL LEAVE, PUBLIC HOLIDAYS & OTHER HOLIDAYS -
GAROUPA is committed to improving the health, well-being and  ARRANGEMENTS
attendance of all its Team members. The very nature of our
Annual Leave may be taken only by prior arrangement with the
business which is a 7 days a week, 24
Team members Manager, who will as far as possible, will
hours a day, 365 days per year, our
attempt to meet with the Team members request depending
Team members are required to work
upon local operating circumstances. A Team member must
on holidays as a necessary part of
request holidays from their manager through the HR System,
their employment. Team members
on receipt of this request the manager will authorize or deny
working on the statutory holidays
the holiday. Normally annual leave will be taken in whole days.
will be eligible to receive payment as specified in the respective
Half days may be granted at the Manager’s discretion subject to
employment contracts for hours worked on those days.. We
local operating needs.
value the contribution our Team members make to our success.
So, when any Team member is unable to be at work for any Annual leave is expected to be used in the year in which it
reason, we miss that contribution. It is in the interests of accrues and payment will not be made in lieu of annual leave not
everyone that we have a have attendance standards. This taken. The carrying forward of annual leave is strongly
absence policy explains what we expect from managers and discouraged and will only be considered in exceptional
Team members when handling absence. Regular, punctual circumstances and where it has not been possible to take all
attendance is an implied term of every employee’s contract of annual leave due to operational needs. To avoid this situation
employment. We ask each Team member to take responsibility arising Team members should plan their leave and submit
for achieving and maintaining good attendance. You should applications for Annual leave as far in advance as possible. The
familiarize yourself with this policy so you know what is expected carrying forward of leave must be authorized by a Line Manager.
of you if you become ill.
 a maximum of 2 days will be permitted which must be
used within 3 months of new leave year.
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21. HOLIDAY ENTITLEMENT  F&B will post serving times and the week’s menu.
Team members have an entitlement to annual  F&B strives to
leave. All annual leave is subject to business serve nutritious
needs and must be approved in advance. The tasty meals every
Annual Leave year commences on 01 January Day.
and ends on 31 December. Alternatives to the
standard annual leave year dates are detailed  Please keep in
by local HR and contained within your mind that due to
contract of employment. the number of
Team members
Entitlement is detailed in your employment contract. Part-time F&B iserves it is
Team members will receive their annual leave on a pro-rata basis. not possible to prepare specific meals to meet dietary,
If a Team member leaves the company before the anniversary of religious or life choice requests.
their service start date they will not be entitled to the additional
days holiday day allocated at the start of the year. This additional
 Team members can bring their own meal if they prefer.
day should only be taken after the anniversary date of an GAROUPA has a detailed Team members Meal Policy that you
additional years service has been reached (managers discretion should familiarize yourself with. Here are a few basics:
applies).
 Food cannot be taken “to go.”
B IRTHDAY HOLIDAY LEAVE ENTITLEMENT
 Only one meal per shift is allowed.
All Team members are entitled to take the day off on their
birthday. If a birthday falls on a weekend or a day that it is not  Clear your own area after you have finished eating4
suitable to take off then an
alternative day’s holiday may be  Keep the Break Room clean.
taken (this is in agreement with
the Team members manager).  Please discuss suggestions or complaints you have
Birthday holiday entitlement is regarding the employee meals with your Manager.
included in the Team members
holiday entitlement.
If a Team member leaves the
company before their birthday
they will not be entitled to the additional days holiday day
allocated for birthday entitlement. This additional day should only
be taken when the Team members birthday has been reached.
PUBLIC AND OTHER HOLIDAYS
In addition to annual leave entitlement, Team members are
entitled to the public and other holidays with pay during the
holiday year. These dates will be detailed within the contract of
employment. However due to the nature of the GAOUPA
business it may not be possible to take time off and payment will
be made in lieu if a Team members is required to work.
Part time Team members will be entitled to pro rata public
holidays. Should a Team members normal working days fall on
more public holidays than their entitlement allows, their Manager
will determine that the Team member must either utilize their
annual leave or arrange to work on a different day of that week.
The normal sickness absence reporting procedures apply while
on annual leave Please refer to the local absence management
and sickness policy & procedure.
TEAM MEMBERS SHIFT MEALS
GAROUPA provides Team members with a shift meal at
no cost to the Team member on a daily basis.
 Meals are served and eaten in the Team Break Room.
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22. 
D ISCIPLINARY P OLICY Giving the Team member a reasonable opportunity to
consider his or her response to that information
All employees of GAROUPA are expected to behave in sensible and  Explaining the Company’s case at the meeting and giving
constructive way at all times during their employment with the the Team member an opportunity to put his or her case
Company. in respect of the allegations made
That includes, without limitation, behavior towards fellow Team
Members, direct reports (if applicable), Managers, and towards contacts
 This procedure should be read as incorporating provisions relating
to discipline in any other Company policies.
and Guests or prospective contacts and Guests of GAROUPA. Team
members must remember that their behavior at social occasions which
are either associated with or sponsored by the Company are an  Local HR will provide procedures to support policy
extension of the workplace and the same standard of behavior is implementation.
expected here too.
AIM
The aim of this Disciplinary and Dismissal Procedure is to bring about
improvements in work and conduct. It is
not simply a mechanism to dismiss
employees, although in some cases this
may be an outcome of the procedure.
PURPOSE
The purpose of this procedure is to
outline a recognized and consistent
system to deal with any breach or alleged
breach of the rules. The objective is to
emphasize and encourage improvements
in individual conduct. A full investigation
will be undertaken into the circumstances
of any disciplinary offence prior to the
implementation of any action under the
Disciplinary and Dismissal Procedure.
All Management can choose to deal with minor instances of misconduct and
initial unsatisfactory levels of performance informally, by way of
counseling, guidance or instruction or by informally cautioning the
employee.
If a problem continues or Management judges it to be sufficiently
serious this formal disciplinary policy must be followed.
GAROUPA will not dismiss any employee for a first offence, unless
the offence amounts to gross misconduct in which case the Team
member will be dismissed without notice or pay in lieu of notice.
GAROUPA will not take any formal disciplinary action without:
Having carried out a prompt and thorough investigation
 Giving or sending the Team member a letter setting out
the alleged complaint made against him/ her and possible
outcomes of the disciplinary hearing. The letter will also
inform the Team member that he/she must attend a
disciplinary hearing to discuss the alleged complaint.
 Providing the Team member with relevant evidence before
the meeting
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23. FORMAL GRIEVANCE PROCEDURE
GRIEVANCE POLICY STEP 1 – MAKING A GRIEVANCE
The purpose of this procedure is to ensure that all Team The Team member must inform their immediate line manager of
members have an opportunity to raise formally with their grievance in writing. The Team member must state the
management any grievances relating to their job or complaintsprecise nature of their grievance. Where the grievance is against
regarding GAROUPA or any of its employees. the line manager the matter should be raised with the line
manager directly or if not comfortable, the next level of
It is the GAROUPA’s policy to encourage Team members with management or HR.
grievances relating to their employment to use the procedure
below to seek satisfactory solutions.
GAROUPA will endeavor to resolve grievances as quickly as STEP 2 – MEETING TO RESOLVE THE GRIEVANCE
possible to the satisfaction of the individual concerned. Where
The manager/HR will invite the Team member to a meeting to
this is not possible, every effort will be made to explain the
discuss the grievance where the right to be accompanied will
reasons for the decision and, where Team members are not
apply.
satisfied with the outcome they have the right to appeal it.
The meeting will be held
It will usually be better for all those involved if grievances can be
within 7 working days of
resolved informally. This procedure should only be used where it
the date of receiving the
is not possible to resolve an issue informally in discussion with
formal grievance or as
your manager.
soon as is reasonably
Team members who raise grievances will be treated fairly at all practicable. The manager/
times before, during and after the conclusion of the grievance HR representative who
hearing. GAROUPA will endeavor to ensure that: heard the grievance will
conduct a full
 All steps under the procedure are taken without investigation.
unreasonable delay
This may involve holding a number of investigatory meetings into
 Hearings are conducted in a manner which the concerns raised within the grievance. The investigator will
enables Team members explain their case respond in writing to the Team member who raised the grievance
within 14 working days. If it is not possible to respond within the
 As far as is reasonably practicable, appeal hearings will be specified time period the employee will be given an explanation
conducted by a more senior manager than the manager for the delay and informed when a response can be expected.
who made the decision which is being appealed The Team member will also be informed of their right to appeal
INFORMAL GRIEVANCE PROCEDURE the decision in relation to the grievance.
Most routine complaints and grievances are best resolved STEP 3 - APPEAL
informally in discussion with the Team members immediate line The Team member must inform in writing, within 5 working days,
manager. the HR Department, or appointed other, if they wish to appeal
The Team members first step is to seek to resolve the matter the grievance decision.
informally through the normal management and communication
channels with his or her immediate manager. Team members  The complainant must put in writing their reasons for
should be encouraged to discuss ordinary, day-to-day issues appeal.
informally with their line manager.
 The complainant will be invited to a meeting to hear the
This helps concerns to be heard and responded to as soon as appeal. The meeting will be held within 7 working days of
possible. Normal day-to-day management methods are expected the date of receiving the appeal letter or as soon as is
to provide Team members with the opportunity to raise and seek reasonably practicable.
resolution of grievance matters.
 The HR Manager, or appointed other, will respond to the
It is advised that the manager and the Team member keep a note Team member in writing within 14 working days and
of any informal discussions. Where the grievance cannot be inform the Team member of the final decision. If it is not
resolved informally, or circumstances make this route possible to respond within the specified time period the
inappropriate for the individual, it should be dealt with under the Team member should be given an explanation and told
formal grievance procedure. when a response can be expected. The decision of this
senior manager is final
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24. ears; and not below the eyebrows in the front.
GAROUPA DRESS CODE  Hairstyles the GM may deem to be extreme, e.g. spiked,
Team members are required to wear their issued uniform while Mohawk, etc. will not be allowed, even if the style
on duty. The uniforms are an extension of the GAROUPA brand. conforms to the hair length.
selected the uniforms to be stylish, comfortable to wear and
work in, and help you to look like a guest service professional.
 Cornrows are allowed, but no beads, jewelry or other
decorations braided in the hair are allowed, and the
We require that your uniform be cleaned and pressed when you braids must conform to the hair length.
report for work and that you have your GAROUPA name tag
worn in the correct spot. Your uniform identifies you as a Team  Ponytails and dreadlocks of any length on men are not
member of the Hotel and informs the guests they can approach permitted.
you if they require assistance. The proper footwear for your
Facial Hair:
position is required to complete the uniform. If your uniform
shows signs of wear or is soiled beyond getting it clean, let your  Beards are allowed on men. The beard must be fully-
manager know so you can get it replaced. grown; stubble or weekend beards are not acceptable.
Besides your GAROUPA name tag, no other pins, buttons,
ribbons, etc. are allowed on the uniform unless approved by  The hair color must be similar to the hair color of the head
management as part of a Hotel promotion or recognition. or eyebrows. Beards can be no longer than one-inch in
length and must be the same length all the way around.
A hat or head cover with a GAROUPA logo issued as part of the
uniform is the only head cover allowed to be worn. Head covers  Beards cannot be braided nor have any items braided into
worn for bona-fide religious them.
purposes are allowed so long
as the head cover conforms  Mustaches cannot be
to applicable safety and/or longer than the
sanitation requirements. corner of the mouth,
must be well trimmed
Employees who are not and a similar color as the
required to wear a uniform hair on the head.
will dress in professional
business attire. "Dress for  The General Manager will
success" is the key phrase to determine if the
keep in mind when choosing style of beard and/or
your business attire. The mustache is acceptable.
General Manager or
department head will let you  Sideburns must be of an
know what her/his attire acceptable style to the
standards are for these General Manager.
positions.
Jewelry:
Appearance & Grooming  Men are allowed to have one set of stud earrings, but no
The purpose for having Appearance & Grooming Standards is two more than one stud per ear.
-fold.
 One ring may be worn on each hand.
 First, to provide our Team members with guidelines to
project the image of professionalism and service to our
 No necklaces may be worn on the outside of the shirt and
any necklace worn must not be visible on an open collar
guests.
shirt.
 Secondly and more importantly, appearance and
grooming standards are in place to show respect to our
 Except earrings as stated above, no visible body parts,
including the tongue may have any type of piercing
guests by looking our best. We have outlined the
jewelry visible while on duty.
following Appearance & Grooming Standards that Team
Members are required to adhere to at all times while on Miscellaneous:
duty.
Male employees are not permitted to wear any type of makeup
GAROUPA Appearance & Grooming Standards for Male while on duty. Male employees should have no tattoos visible
Employees while on duty.
Hair. visible body pan's, including the tongue may have any type of
piercing jewelry visible while on
 Men's hair shall be clean, styled and of a natural hair duty.
color.
 Hair length can go below the top of the shirt collar in back
but not more than an inch or so, over the top of the ears
is okay but really no longer than to the bottom of the
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25. GAROUPA DRESS CODE Please ensure your personal hygiene and cleanliness are
acceptable to others and does not cause any type of discomfort
GAROUPA Appearance & Grooming Standards for Female to the guests or your co-workers.
Employees
These standards are not that difficult to comply with, nor do we
Hair: feel stifle a Team members personality or individuality. So please
make sure you are complying with these simple standards for
 Female Team members are expected to wear their hair in
your uniform, appearance and grooming while at work.
a conventional fashion. Styles deemed extreme by the
General Manager will not be allowed. We are not the fashion police, but please keep in mind that the
Hotel General Manager has the final say in what is appropriate
 Hair must be cleaned, styled and of a uniform natural hair and what is not appropriate concerning the appearance and
color. Barrettes or pins of a tasteful, conservative style grooming standards of the Hotel's Team members.
are acceptable.
 Hair may be tastefully braided with beads.
 Dreadlocks of any length are not allowed.
Makeup:
 If worn, women's make-up should be subtle. The General
Manager will have
final determination of
acceptance on the
amount of and the
way the make-up is
applied.
Fingernails:
 fingernail polish, if
worn, should be a
muted color, uniform
and free of
ornamentation.
 Certain sanitation
requirements may
prohibit the wearing of nail polish while on duty for
certain Hotel positions.
Jewelry:
 One pair of earrings is allowed.
 Small hoop earrings are acceptable as are short dangling
style earrings as long as the earrings do not interfere with
work duties and/or pose a safety hazard.
 One ring, or ring set may be worn on each hand.
 Necklaces must be of reasonable size and in good taste
and not interfere with work duties.
 Except earrings as stated above, no visible body pan's,
including the tongue may have any type of piercing
jewelry visible while on duty.
Miscellaneous:
 Female employees should not have any tattoos visible
while at work.
It should go without saying that personal hygiene and cleanliness
are necessities when working in hospitality.
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26. 
VISITORS WHILST AT WORK Team members violating this policy will be guilty of
misconduct and will be treated accordingly.
While you are on duty in GAROUPA, you are not allowed to have
visitors in either the front or back of the house. Safety, security
and interruption of guest service and productivity are reasons for
EATING AND DRINKING ON DUTY
this prohibition. Your visitors should to wait for you outside the We have this policy in place because eating, drinking and
Hotel. Please give GAROUPA your full cooperation with this . especially chewing gum in front of a guest are very
unprofessional and create a poor image to our guests.
OFF DUTY—ON PROPERTY If your manager allows beverages in the
work area these must be kept out of
With a few exceptions, such as GAROUPA Team member site of the guests, and not consumed in
meetings, parties, or use of the fitness center before or after front of the guests. Gum chewing or
your shift, we ask that you not be on GAROUPA property when use of a toothpick is not allowed while
you are off duty. on duty. Where your manager allows
consumption of food or beverage
outside the break room, it is your
FRATERNISATION WITH GUESTS responsibility to properly dispose of used items and keep the
area clean.
Under no circumstances are Team members to fraternize off duty
with GAROUPA guests. It is not professional to fraternize with
guests, it does not benefit the GAROUPA brand or image, and CONFIDENTIALITY
fraternization can lead to a tangle of potential legal and liability
issues. If a guest extends an invitation to you, kindly decline the GAROUPA is committed to sharing information with its
offer. If the guest persists or solicits you, notify your manager, or employees and keeping open lines of communication with its
the Managing Director. Team members. Some of the information and communication
however is to be considered confidential.
PERSONAL PHONE CALLS Team members at all levels are expected to keep GAROUPA
information such as business operations, client lists, guest lists,
Team member information, financial performance, or other such
If you bring a cell phone with you to work you must follow these
information confidential. Such confidential information is not to
rules:
be shared with vendors, guests, the media, or any other persons.
 Never, ever answer a cell phone call or check a text, etc. GAROUPA is a hotel that VIPs and celebrities find a desirable
in the presence of a guest. place to stay. Please respect their privacy as you would respect
the privacy of any of your guests. Do not tell others who is
 Never make or receive a call, read or respond to a text or staying at the Hotel. Respecting a guest's privacy and being
go online, etc. except during your authorized rest break confidential is a part of delivering good guest service.
or meal break. Disrespecting guest privacy is considered as misconduct and will
be treated accordingly.
 You cannot wear the phone on your uniform or leave it
out in your work area. If you want to carry the phone
while on the clock, put in your pocket.
 If you are concerned
about receiving an
emergency call, set up a
communication
notification that does
not violate this policy.
 You are not allowed to
use the camera or video
function to take pictures
or videos of GAROUPA
property, GAROUPA
guests, guest
interactions, GAROUPA
meetings, or while on GAROUPA property.
 Team members are not allowed to use GAROUPA phones
unless given permission by their manager.
 The GAROUPA reserves the right to modify or change this
policy at its discretion.
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27. DRUG FREE WORKPLACE
GAROUPA promotes a drug-free workplace. It is the policy of the
GAROUPA to foster a work environment free from the effects of
drugs in order to safeguard Team members and GAROUPA
guests and to protect GAROUPA property.
GAROUPA strictly prohibits
the use of illegal or non-
prescription drugs,
controlled substances and
alcoholic beverages during
working time. Also
prohibited is the use,
possession, purchase, sale,
distribution, manufacture,
transfer or storage of a
controlled or illegal
substance and related
paraphernalia, a drug not
medically authorized or any
substance that may impair
job performance or pose a
hazard to the safety and
welfare of the employees,
the guests, the public, or
anyone else at the GAROUPA workplace and on any GAROUPA
property.
Any vendor, supplier, contractor or other entity doing business
with GAROUPA on GAROUPA property is required to adhere to
the GAROUPA Drug-Free Workplace Policy.
GAROUPA reserves the right to conduct post-accident or
reasonable suspicion drug testing on its Team members. More
information regarding this policy is available through the HR
office.
SMOKE FREE WORKPLACE
All of the GAROUPA Hotels are smoke free
hotels, including all the back of the house
areas. However for those Team members
that choose to smoke we have provided a
designated smoking area. When on duty
this is the only area of the Hotel you are
permitted to smoke. The Hotel does not
provide "smoke breaks" to Team members.
The only time you are allowed to smoke is
during your designated rest break or meal
break. If you choose to smoke, you are
responsible for keeping the smoking area
clean. If the area becomes littered with
cigarette butts or other waste the General
Manager, has the option to close down the smoking area or
prohibit smoking on Hotel property. Team members in food &
beverage positions must wash their hands after smoking before
returning to work.
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28. CORPORATE SOCIAL RESPONSIBILITY POLICY
FOR SUSTAINABILITY
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29. An Action Plan will be developed to ensure
THE GAROUPA THE GAROUPA continuous improvement is achieved
STANDARDS OF STANDARDS OF GAROUPA and
BUSINESS CORPORATE THE
CONDUCT: GOVERNANCE ENVIRONMENT
Our objective is to endeavour to reduce
We recognise that  We will share and declare infor- our impact on the environment through a
good CSR embraces all mation on personal and corpo- measurement and a commitment to
aspects of sustainable rate conflicts of interest and seek continual improvement.
development and the guidance before acting.
way we affect people  We will
 We are committed to ensuring continue to work with
through our business operations;
that our business is conducted in our Team members,
 We will assess which social issues
all respects according to rigorous vendors and suppliers
are of most relevance to the
ethical, professional and legal to reduce their impact
business and decide at what stage
standards. on the environment.
in the business cycle this social
policy could most effectively and  All the laws that regulate and  We assess
legally be included. apply will be complied with. products, the use and disposal
 We will operate in a way that  We endeavour to ensure that associated with the main goods we
safeguards against unfair business stakeholders have confidence in use.
practices. the decision-making and manage-  Our customers will be informed of
ment processes of GAROUPA, by the key issues of our
 We believe a responsible approach
the conduct and professionalism environmental policy so as to gain
to developing relationships
of all staff. We do this by continu- their support in reducing their
between GAROUPA and the
ally measuring and managing impact on the environment whilst
community within which we exist,
performance. visiting GAROUPA.
is a vital part of delivering business
success.  All GAROUPA Team members will  We will ensure that paper products
receive on-going relevant training
 When carrying out our business, we
and development.
will determine the environmental,
social and economic issues.  All groups and individuals with
whom we have a business rela-
 We will continually review our
tionship will be treated in a fair,
policies and business practices to
open and respectful manner.
encourage engagement with small
and medium enterprises and to  Feedback on performance will be
promote the development of the actively sought, and we will con-
local and regional supply chain. tinually review all activities to
ensure best practice is observed
at all times.
 We will allow our stakeholders,
customers, Team members and
vendors to give feedback on our
performance and ensure that all
feedback is analysed, responded
to and where appropriate, acted
upon.
29 V 1.0 2013