WIXLIB

IHG CommitmentAll of you@ihgAt IHG we value the individual passions and talents of our people. We create an environmentwhere you can grow and develop and make a difference. We give you "All of you@ihg".Room to Have a Great StartYou will be treated with respect and we will make sure you have everything you need tohave a great start.Room to be InvolvedYou will have the opportunity to work with great teams, know what is going on and makea real difference in your place of work.Room to GrowYou will be supported and given opportunities to develop yourself and pursue a rewardingcareer.Room for YouYou will be rewarded and recognized for your contributions and we will value thesignificance of your life beyond work.All of you at IHG

Chapter 2: Room To Be InvolvedHow you can shape your workplace* Employee Survey (ES)Connecting you to the World of IHG* MerlinHeart BeatTotal Quality ManagementAll of you at IHG

How You Can Shape Your WorkplaceES SurveyHelp us to see the world through your eyes.The IHG Employee Survey (ES) is a dynamic, online employee opinion survey conductedtwice a year, which measures and reports on the depth of employee engagementthroughout the company’s hotels and corporate offices.Employee engagement is recognized as an important factor in driving businessperformance by the world’s leading companies, and as such, IHG is committed todelivering its own employee survey.At IHG we define engagement as “The extent to which employees commit to theorganization, how much effort they put in as a result of this and how long they intend tostay.”The survey is completely confidential and managed by TNS, a world-class industry leaderin collecting and analyzing market information and research. IHG has no access to any ofthe personal response data and equally no employee names are attached to the surveydata. Responses are aggregated, with care taken to ensure that these aggregated groupsare of a size to ensure that it will not be possible for individual responses to be identified.Framework of the Employee SurveyAll of you at IHG

How You Can Shape Your WorkplaceES SurveyFramework of the Employee Survey How does working for a hotel company that wants to be the best in the world feel?- The Employee Survey asks employees to share their feelings using 2 different Engagement for IHG is a combination of- commitment and motivation levels- how the Winning Ways are lived- how we deliver our people promises Managers will know exactly what is important to people and can prioritize the focusareas The pulse survey is much shorter and will measure- Changes to engagement levels- How improvements have been received All employees will be invited to participate in the survey at the same time- Each corporate department has a conclusive score of their employees' feelings- This allows departments to have sub-departmental breakdowns (‹10 - Feedback suggests employees feel more valued if they know everyone is Reports will be issued with data in percentages and with departmental breakdowns- Indexing system unnecessarily complicated and difficult to communicate The engagement questionnaire has been designed against the following framework- Questions are allocated to each section- Questions were validated in DecemberAll of you at IHG

How You Can Shape Your WorkplaceES SurveySurvey QuestionnaireSurvey link to strategyEngaging people1a. Engagement1b. Winning Ways1c. Our commitmentBuilding superior capabilityRelated Questions Pride, advocacy, intention to stay, happiness,discretionary effort questions covering 5 values questions covering 4 Rooms2. Build capability Leadership questions Management questions SatisfactionSupporting brands Team questions3. Enable brand deliveryReportsHotel Reports With question & departmental breakdown Bilingual Employee Communication posterAll of you at IHG

IHG - MERLINThe new world setup allows employees to access the same content from around theworld. This new setup allows for greater collaboration through the organisation. A singleentry point to up to date, current IHG information.All of you at IHG

HeartBeatGuest survey results can viewed in several ways.Hotel Dashboard Report – This report shows trends overtime for key guest love metrics.Trends for individual hotel results can be compared tobenchmarks for the entire brand family in both the regionand the sub-region.Monthly Scorecard Report – This report shows an individual hotel’s guest survey resultsfor the current month, 3 months rolling, 12 months rolling, and year-to-date. Surveyresults can be compared to benchmarks for the entire brand family in both the regionand the sub-region.Results for all survey items are provided in this report.Guest Feedback Summary Report – This report shows guest-by-guest survey results insummary. Here, groups of survey items can queried and results are summarized for eachgroup.Guests are listed by Guest ID number, and each can be selected to view an individualguest survey. Individual guest responses to all survey items are provided in IndividualGuest Survey Reports; however, guests’ identities are not provided at this time. If a guesthas provided comments about the stay, these are also included on this report.All of you at IHG

(Total Quality Management)The definition of TQM is "The Practice of Business Excellence focused on processimprovement (process renovation). The idea of "renovating processes" is really the"software" equivalent or the "service" equivalent to a lobby/rooms renovation. "Changing"is actually the big word here. In TQ, it's changing not for the sake of just change, butchange for the better.The usual approach to problem solving is usually to reach into the old bag of tricks,without diagnosing further on what are the root causes of the problem. But rather, drawout what we have normally done in the past.Firstly, we should know well what processes that exists and what do they produce or whatare their outcomes. - I.e. Room attendants' produce clean rooms, Cooks produce menuitems, etc. Following to that, then define what are the key processes that produce your desiredoutcomes and identify ways on how we can measure those processes. Once you have done that, do not stop. Continue to identify processes that need to beimproved. Once we have found methods that have proven it to be the right method, use them.Like a plant/tree, the pretty flowers or the bright green leaves are what we see. The rootsare the cause of why or how the plants/trees grow. The flowers or leaves are then effectsof how good the roots are. The TQM Process is achieved through the Nine Step Method.All of you at IHG

Chapter 3: Room To GrowHow do you know howyou’re doing?-Performance managementWhat does your success look like?-Leadership CompetenciesDeveloping your current and future roles-T&D Programs-I ToolkitsAll of you at IHG

How Do You Know, How Are You Doing?Performance Management.The Company’s Performance Management Program is the tool used to evaluate anemployee’s Job performance.The Performance Management Program comprises of fourprimary components: Key Performance Objectives (KPOs) provide the direction and linkage necessary forindividual employees to effectively support the Company’s Strategic Priorities. KPOs areestablished at the Performance Planning Meeting during February, to ensure employee’sfocus their efforts on strategic priorities and vital actions necessary for business success.* InterContinental Hotels Group is based on a calendar year Key Responsibilities are an important component of the Performance ManagementProgram as they are designed to measure an individual’s performance on day-to-day jobaccountabilities. Competencies are the key behaviors that underpin the demonstration of successfulperformance on both KPOs and Key Responsibilities. The Development & Career Plan outlines the key steps to be undertaken in order tobuild an employee skills, competence and effectiveness in their current role. The plan isdivided into 3 sections: 1. Summary Page; 2. The Development Action Plan and 3. CareerPlan.All components form a part of the annual evaluation of performance which takes placeduring 2 separate meetings at the end of the year. In January, KPOs, competencies andKey Job Responsibilities are reviewed for the previous 12-months, and in February,during the 2nd meeting KPOs, individual Development and Career Plans are set for thenext approaching year and provides the linkage between performance and pay.All of you at IHG

Performance Management CycleDecide the performance management timeline that works best for you and your hotelA calendar year timeline – January to December – works well for many hotels becausethey start their business planning in the new year, and identify their strategic goals andpriorities for the year ahead. These can then be translated into objectives for other hotelleaders, team managers/supervisors as appropriate – and final reviews take place atthe end of the year. Every hotel is different and has different ‘busy’ periods, so choose aperformance management timeline that works best for you and your hotel.JANUARYManagers set and finalise their personal objectivesMARCHAll colleagues write Personal Development Plans (PDPs)JULYManagers meet with their team members for mid-year reviews to checkprogress on their objectives, job responsibilities and PDPsNOVEMBERThe team completes self assessments and begins writing their objectivesfor the next yearDECEMBERManagers review self assessments and complete performance reviews fortheir teamJANUARYThe leadership team meets to ensure performance ratings are fair andconsistentFEBRUARYManagers hold conversations with their team members to discussperformance and overall ratingCommunicate the process and key dates to your hotel leaders and team managers/supervisors so they can plan ahead for the different meetings and conversations they’llneed to have with their team members.All of you at IHG

What Does Your Success Look Like?All of you at IHG

Leadership CompetenciesAll of you at IHG

Developing Your Current And Future RolesTraining & Development ProgramsIHG is committed to providing you with high quality training and development throughoutyour employment with us, in order to help you to be successful and achieve your fullpotential. We aim to make the training and development you receive as interactive andfun as possible, as we believe that if you are involved in the training you will be more likelyto remember the information covered. Your training and development will be delivered indifferent ways, some examples include: On-job training with your manager / supervisor / trainer Off-job group training Training within departmental meetingsEach department has departmental trainers/training coordinators, whose role is towelcome you and provide you with all the information you have just identified. We haveorganised this information into a number of different on-job orientation modules:Department OrientationThe Purpose is: To introduce us to our new department and our colleagues Explain our job role Explain departmental procedures etc.Department Orientation will be conducted on your first working day in your departmentand will include such things as: Who’s Who Tour of department & related areas Conditions of work Job description Training & development arrangements Departmental fire & bomb threat procedures Security proceduresAll of you at IHG

Developing Your Current And Future RolesInitial Job TrainingAt the end of your Department Orientation with your manager / trainer, you will be givenan Initial Job Training Plan, covering the first few weeks of employment. The purpose ofthis plan is to tell you what you will be doing in the first few weeks and details the mostimportant tasks you need to learn first. This will help you to be able to perform your newjob role quickly and contribute to the daily activities of the department in the quickestpossible time.New Employee Cross ExposureWithin the first 3 months of employment you will also be given a New EmployeeCrossExposure Plan, allowing you the opportunity to become familiar with other jobroles / departments that you work closely with. The purpose is to build good workingrelationships with your colleagues and help us to see the big picture and know whatproducts / services we can offer to our guests and when.For example, a Front Desk Agent should undergo cross exposure with a Room Attendantto appreciate both the time and work involved in preparing a guest room and the optionsavailable or meeting guest room requests. Similarly, a Room Attendant should undergocross exposure with a Front Desk Agent to understand the nature of guest interactions /requests and the need to provide efficient and timely service in guest contact roles.The number of job roles you cross expose with will depend on your role and who you mostfrequently interact with in providing guest service.You will also have the opportunity toparticipate in other Hotel Orientation Modules in the first 3 months on customer care andbrand training.Brand Specific: InterContinental – At Your Side Holiday Inn – Stay Real Staybridge Suites – Like a FamilyAll of you at IHG

Developing Your Current And Future RolesOrientation ReviewWhen you have been working for us for six months, a member of the Human ResourcesTeam will meet with you to review the success of your orientation phase with us to ensurethat you have settled into your job successfully and are happy. Also, to ensure that youhave covered all the planned orientation training and the way we orientate new employeesis effective.Because the success of the orientation phase is vital to our hotel operationsand the future success of your role, we will be checking with you informally on an ongoing basis how it is going for you and if everything is going to plan. But please so feel freeto come and ask me any questions you have or to raise any concerns that you have.Let’sreview the range of training programmes available in our company:Training skillsCraft Training CertificateGroup Training CertificateManaging Training & Development for the BusinessSupervision / ManagementAccelerated Leadership Program (ALDP)Leading Other ProgramSalesSolution SellingSWEET – Selling With Extra Efforts Together for F&BLopster InkAll of you at IHG

Developing Your Current And Future RolesEach program has specific objectives and audiences, and will develop specific knowledge,skillsor competencies/attitude.When you have worked for us for 3 months you Department Head will conduct aperformance review with you. You and your manager will discuss what personaldevelopment needs you have and together you will prepare a personal development planfor the rest of the performance year. The Plan will reflect what you need to do to achieveyour goals, deliver your key job responsibilities and demonstrate your Leadership Brandcompetencies.Your manager will determine which training courses you should attend as part of yourpersonal development plan and he /she will arrange for you to be registered on theappropriate programs etc.You will also receive Fire and Health & Safety training every 6 months. It is vital thatyoualways attend this training so that we can all work safely and protect our colleaguesand guests.You will receive your own personal learning log, in which all the training you attend can berecorded. Therefore, remember to take your log along to all your training sessions!We strongly believe that each individual is responsible of his/her own development. As acompany and a global organization, we do provide tools and support for training anddevelopment. However, we consider that each employee is in charge of his/her ownfuture.If you ever have any queries regarding your training and development please do nothesitate to speak to your Department Manager or your Training Manager/Coordinatorwho will be happy to help.All of you at IHG

Developing Your Current And Future RolesI-Series Toolkits:IHG's "I-Series" Operational Toolkits have been developed to provide hotels with anoptimized way of executing key repeating processes and have shown a significantimprovement in the satisfaction level of our guests when implemented successfully.Optimized consistency is the key because our brands lie at the heart of what we offer toour guests. Following are the toolkits currently in implementation:I Clean toolkit“ improving our levels of customer service and GSTS results through a revolutionaryefficient room cleaning and audit process"I Q toolkit"Optimized approach designed to cover anticipation of needs, knowledge, attitude andattentiveness"I Arrive toolkit"Optimized approach designed to direct the renovation efforts of the several check-inrelated processes."I Opener toolkit"Optimized approach to direct the renovation efforts of several breakfast relatedprocesses to improve the overall breakfast experience."I Fix toolkit"Optimized approach to guide the short term addressing of room maintenance andhardware conditions."I Interview toolkit"The third element of understanding the voice of our guests (to complement the GSTS andthe In-Room Comment Card program)."All of you at IHG

Chapter 4: Room For YouWhat you need to know?Rules & RegulationsIHG Global BenefitsTaking Care of You in your Workplace-Health & SafetyGrooming GuidelinesAll of you at IHG

Ihg Global BenefitsWorking for IHG means you are entitled to a variety of excellent benefits.Please find belowsome of the global benefits:Employee RatePlease visit the IHG Employee Room Benefit Program Initiative page for resources,guides, terms and conditions translated in the hotel ready mployee-room-benefit-programme/homeFriends & Family RateDiscounted Room Rates for your ‘Friends & Family’Long Service Awards- 5 years - 5 year pin plus cash reward- 10 years - 10 year pin plus cash reward- 15 years - 15 year pin plus cash reward- 20 years - 20 year pin plus cash reward- 25 years - 25 year pin plus cash reward- 30 years - as for 25 years, but with a relevant pin for each of the 5 years service pluscash rewardFor your further information, please contact your HR representativeAll

All of you at IHG InterContinental Hotels Group and the invironment InterContinental Hotels Group- serves the needs of guests and employees throughout the world and has a moral and ethical responsibility to contribute to the protection of our environment. Among the leading hotel companies, we aim to set new standards in this field by