CREATIVE’S HANDBOOK

RADISSON RED CHANDIGARH MOHALI

Plot No 1, Phase 9, Industrial Area, Sector 66, Mohali, 160062, Chandigarh Tricity, India
T: +(91) 172 412 1111

At the first Radisson RED hotel in India, expect a fresh take on your hotel experience. Safely and
conveniently located in Tricity Chandigarh, find the perfect balance between striking natural landscapes
and a thriving business district as well as central access to Mohali, Chandigarh, and Panchkula.

All 154 rooms and suites showcase bold and modern designs, and are fitted with king-size beds, stylish
furnishings, selfie spots, digital screens, and high-end amenities to ensure that your downtime is both
relaxing and fun.

Spice up your routine in our fitness center and outdoor pool, indulge in the social hub, and stay
connected with free Wi-Fi. At Radisson RED Chandigarh Mohali, try playful twists on Indian and
European dishes along with signature drinks at our restaurants and bars. Make memorable moments in
one of our fully equipped, inspiring event spaces or outdoors in our dazzling gardens featuring stylishly
landscaped gardens and aquatic features.

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Headquarters: 701 Carlson Parkway, Minnetonka, Minnesota, United States
Chief Executive Officer: Fredrico J. González Tajera
No. of Brands: 9*
Global Hotel Portfolio: 1700* Hotels in operation and under development in120*Countries and territories
APAC Regional Office: Singapore
Satellite Offices: New Delhi and Shanghai

OUR GLOBAL VISION:

“To be one of the top three hotel companies in the world and the company of choice for Guests, Owners
& Talent and if we are successful…one day…whenever a guest plans a trip, whenever an investor or owner
thinks of a partner and whenever a person wants to work in hospitality…they will always think of Radisson
Hotel Group first.”

BELIEFS
1. We deliver memorable moments every day, everywhere, every time
2. We enjoy serving with our “Yes I Can!” spirit
3. We grow talent, talent grows us
4. We are many minds, with one mindset
5. We value open and direct interactions to build trust
6. We believe anything is possible
7. We have fun in all that we do

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At Radisson Hotel Group we strive to make every moment matter by being a true host and best partner.
We provide meaningful, delightful and inspiring experiences for our guests, and insightful and responsive
client support for our partners.

GUEST EXPERIENCE PILLAR

BRAND ARCHITECTURE

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_RADISSON RED: AT A GLANCE
As the name suggests, the Brand is a Passionate, Stylish and Vibrant, Full of energy and resonating with
the Dynamic Tricity concept, a merger of design, fun and art.

We call it here “Enjoy it!”, the Art, music, design and fashion. We put a twist on the normal to make it
unforgettable. Our relaxed service style gives our Guests’ permission to be themselves. Everyone is
welcome here. Our statement design kickstarts the day or night with attitude.

The Radisson RED Chandigarh Mohali launch marks the opening of the first hotel in India from this iconic
upper upscale brand.

_BRAND PLATFORM
SELLING LINE
Enjoy it!

BRAND ESSENCE
A vibrant and stylish stay. Be inspired.

BRAND PERSONA
Vibrant Socialites are connected, style-savvy and sociable, they like to work, play and relax within
informal environments designed with character. They see each trip as a chance to get to know the real
urban energy of the local area.

VALUE PROPOSITION
Radisson RED presents a playful twist on the conventional. We inject new life into hotels through:
informal services where anything goes, a social scene that’s waiting to be shared and bold design that
kick-starts the fun. Always fresh, we give RED guests endless opportunities to tune in and out - switching
effortlessly between business and pleasure.

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BRAND PILLARS
Design with Attitude, Share & Connect and Fun & Flexible

BRAND PASSION POINTS

Atmosphere with a Pulse, Adventurous Spirit, Off the Beaten Track

POSITIONING
Upscale to Upper Upscale hotels in vibrant, urban locations

_BRAND ESSENCE

A VIBRANT AND STYLISH STAY. BE INSPIRED.

At Radisson RED we’re proud of our vibe: buzzing, vibrant and stylish. We make sure we deliver it come
rain or shine. To help us make sure we deliver a consistent experience, let’s get on the same page with
what we mean by ‘A vibrant and stylish stay. Be inspired’.

Creating a great atmosphere is in our blood. Bold and engaging - that’s our style - so that our guests feel
energized and never far from the action. We spark our guests’ interest for adventure, no matter how big
or small. Whether it’s trying a local craft beer or helping to create their own adventure beyond the
hotel. We’ve got our finger on the pulse, knowing the best bars and hangouts. When guests stay at
Radisson RED Chandigarh Mohali, they get a taste of real urban energy. Our stylish public spaces with
standout design, create a place to feel inspired, engaged with others and connected to the heart of the
locale.

_BRAND PERSONA
VIBRANT SOCIALITES ARE CONNECTED, STYLE-SAVVY AND SOCIABLE, THEY LIKE TO WORK, PLAY AND
RELAX WITHIN INFORMAL ENVIRONMENTS DESIGNED WITH CHARACTER. THEY SEE EACH TRIP AS A
CHANCE TO GET TO KNOW THE REAL URBAN ENERGY OF THE LOCAL AREA.

They’re independent travelers who want control over their experience - no restrictions and maximum
flexibility, valuing relaxed service styles that give them permission to be themselves. Although they
value socializing, they’re often traveling for work so it’s important that they can dive into the vibe as
easily as they can relax out of it and get on with some work when necessary.

Travel Essentials!

• Digitally led with perfect connectivity!

• A cool place to hang out!
• An informal, yet well-designed environment

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_MOHALI AKA SAS NAGAR MARKET
Mohali, along with Chandigarh and Panchkula,
forms a part of the CHANDIGARH TRICITY.

It is the administrative headquarters of the

Mohali district, officially named after
SAHIBZADA AJIT. It is still known and popular as
"MOHALI" among local people and other parts
of India. Developing rapidly as an IT hub of the
State.

The city also has many International sporting

venues consisting of a CRICKET STADIUM,
HOCKEY STADIUM, INDOOR STADIUMS, AND A
GOLF COURSE.
Mohali International Airport, commonly known as CHANDIGARH INTERNATIONAL AIRPORT (IXC).

• Directly connected via NH-44 to reach Mohali.

• Domestic & International flights.
• Daily Super-Fast Trains are available from major metro cities direct to Chandigarh.

_BRAND PILLARS

1. DESIGN WITH ATTITUDE

A SPACEFOR EVERYONEWHO LOVES COOL STATEMENT DESIGN

TO HANGOUT, CHILL AND FEELINSPIRED.

Built with the style-savvy guest in mind, our hotels’ bold designs
stimulate and inspire guests, throughout their stay. Designed to
have a playful twist on the conventional we are anything but
ordinary, creating spaces that inspire and encourage guests to
feel welcome to hang and chat, or just simply chill.
2. SHARE & CONNECT
A BUZZING AND INTERACTIVE SOCIAL SCENE THAT BRINGS
PEOPLETOGETHER BOTH ON AND OFFLINE.

Our guests like to meet new people, engage in interesting

conversations and exchange ideas. Our hotels act as social
hubs, with public spaces that invite both guests and locals
to relax and connect. The upbeat social scene is a place that
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people want to share, both together with guests and online
for all to see and feel part of.
3. FUN & FLEXIBLE
AT RED YOU’REFREETO DOWHATWORKS BESTFOR YOU, RELAX
AND BE YOURSELF.

We want each traveler to feel in control of their stay so it’s

more enjoyable. Guests are able to manage their stay in a way
that works best for them. We’ve injected new life into our
hotels through informal services where anything goes, to create
a fun environment. Our flexibly designed public spaces provide
endless opportunity to tune in and out, work, play, relax and
socialize seamlessly.

_BRAND PASSION POINT

ATMOSPHERE WITH A PULSE ADVENTUROUS SPIRIT OFF THE BEATEN TRACK

Our guests aren’t just looking
for a bed to crash in, they want
brands to offer a stylish setting
with a bold atmosphere that
energizes them.
Whether it’s a small twist on a
classic or a groundbreaking new
experience, vibrant socialites
long for the unique and are
open to try anything new.
Vibrant socialites are always
on the hunt to experience
urban locations for what
they really are, avoiding the
same old tourist attractions.

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_GUEST ROOMS SUPER SLEEP EXPERIENCE

THERE’S MORE TO A GREAT HOTELTHAN JUST A BED FOR THE NIGHT – BUT IT’S A GOOD PLACE TO
START. SO, WE’VE MADE SURE OUR RED BEDS ARE A HIGHLIGHT OF EVERY ROOM.

154 guest rooms, with 4 room categories, Base-

Standard, followed by Superior, Executive, Suites-
Jr and Exe.
• Total inventory: 154
• Total guestroom floors: 7
• Rooms on each floor: 01- 20; 02- 23; 03- 23;
04- 23; 05- 23; 06- 21; 07-21
• Room numbers start from each floor, in the
ascending order per floor starting from 1st:
04; rest all floors start with 01

ROOM TYPE NUMBER KING TWIN

Standard Rooms 90 61 29
Superior Rooms 56 32 24
Junior Suite 1 (201) 1 0
Executive Suite 5 (104, 602, 628, 702 & 728) 5 0
Accessible Rooms 2 (210 & 222)
TOTAL 154 101 53
th
Inter-connecting Rooms 16 Each floor 2 sets, 7 floor 4 sets

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REVIVE!

THE BEST IDEAS ALWAYS COME IN THE SHOWER, SO

WE’VE MADE OUR BATHROOMS A PLACE
OFINSPIRATION. WHEN IT COMES TO THEIR DESIGN
AND AMENITIES WE HAVEN’T HELD BACK.

• RED-branded bathroom amenities!

• Rain shower (with separate hand-held unit)!
• Soft, fluffy towels!
• Magnifying mirror!
• Professional hairdryer!
• Distinctive artwork

LOBBY AND SOCIAL SPACES ( Seating Capacity: Selfie 12 and Social 26)
Experience a bold setting at our communal
spaces, where you can enjoy an open
lobby surrounding for all day or night
occasions. Enjoy the stylish comfort with
unique touches like our carefully chosen
playlists and tasty snacks offerings.
_FLEXIBLE F&B

• Black Metallic Finish @ Ceiling

• Metallic Finish @ Ceiling
• Champagne Gold Metal @ Console
• Timber Stain @ Furniture
• General Wallcovering
• Fabrics @ High Back Chair
• White Laminate @ Bookshelf
• Composite Stone @ Bartop
• Gloss Red @ Reception Wall
• Timber Stain @ Furniture
• Timber Lattice

PUBLIC WASHROOM
• Black Stainless Steel
• Glossy Laminate @ Door
• Composite Marble @ Vanity
• Black Stainless Steel
• Dark Timber Stain Door Frame
• Timber Laminate @ Vanity Fascia
• Tiles @ General Floor
• Accent Tile

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_F&B CONCEPT
Red has a playful take on a conventional experience. This is all about simplicity, locality & fun. A
premium LAVŌ & GO with the soul of a bar. A buzzing hangout for meeting-up, chilling out or working
remotely.
• Grey Back painted Glass @ Buffet Counter
• Champagne Gold @ Console
• Timber @ Furniture
• General Wallcovering
• Glossy Laminate @ Display
• White Laminate @ Bookshelf
• Upholstery @ Dining Chair
• Marble @ Coffee table
• Fluted Glass @ Bar Display
• Black Stainless Steel

LAVŌ & GO (24 hours | Daily)

LAVŌ & GO is for guests looking for a quick bite or a place for a chai break. Inspired by the traditional
Indian bakeries, the new bakery counter sells, on rotation, a selection of freshly baked savory and sweet
indulgences. Give in to your sweet cravings with jam-filled Mawa Cakes or Banana Jaggery Bread or try
one of the chilled coffee or unusual flavoured iced teas such as Cinnamon & Curry Leaf, Mango and
Passion Fruit.

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REDHABA (Seating Capacity 120)
REDHABA is a modern take on these famous eateries that are a reminder of happy journeys and
delicious food at wayside eateries. The cuisine is best described as India Inspired and the kitchen prides
itself on recreating local dishes and reinterpreting age-old Indian traditions, to create an experience that
toasts the old times and celebrates the new. The new approach serves food that is fun, familiar yet
innovative and focuses on recreating traditional recipes using seasonal ingredients, showcased in a
contemporary form.

OPENING HOURS – REDHABA OPENING HOURS - JIGGERA

6:30–10:30 am | Buffet Breakfast, Weekday 11:00 – 23:00 Hrs. | Buffet Breakfast, daily
6:30–11 am | Buffet Breakfast, Weekend
12:30–3 pm |Buffet Lunch, Weekday
7–11:30 pm | Buffet Dinner, Weekend

JIGGERA - BAR (Seating Capacity 40)

Here at Radisson RED Mohali, JIGGERA BAR's bar concept shines a light over this mixology magic by
infusing clean liquor such as vodka and gin with spices, herbs and even botanical ingredients that
highlight the spectrum of Northern Indian flavors. The bar serves a mix of modern and classic cocktails
such as sours and fizzes presented in a whole new way with firm Indian roots. Drinks are bright with raw
fruits, teas and local spices and come with unique names. Each drink has a story to tell, promising you an
exciting journey in a glass. For large parties, JIGGERA BAR’s unique RED Punches are served in specially
handcrafted brass bowls with a distinctive Indian touch.

• Marble @ Bar Counter

• Vinyl Timber Floor @ General Floor
• Marble @ Table Top
• Veneer @ Feature Wall
• Metal Trimming @ Back Bar
• Laminate @ TV Wall
• Wallcovering @ General Wall
• Area Rug
• Upholstery @ Armchair 2
• Upholstery 1 @ Armchair 1 11
• Wallcovering @ General Wall
• Upholstery 2 @ Armchair 1
• Glass @ Bar Fascia
_RECREATIONAL AREAS
REDFIT
Bold techniques are used to bring the gym to life,
spacious, double-volume high ceiling, complete
with the accent red colour blended with on point
graphics.
REDSPLASH
Bold techniques are used to bring the gym to
life, spacious, double-volume high ceiling,
complete with the accent red colour blended
with on point graphics.

• GYM TIME: 24 hours • TIME: 0700 TO 2100 hours

• Area: 95 sq m

MEETING ROOM – RED CONCLAVE

Designed around various meeting agendas,
conferences and dining opportunities. Whilst
coupled with subtle color scheme and interesting
pendant lights, these elements aid in facilitating
•different
Carpet @ Floor
uses of these meeting areas.
• Back painted Whiteboard Wall
• Upholstery @ Wall
• Glass @ Diffuser

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BANQUETS
Our flexible and customizable venues are designed as ideal spaces for professional meetings,
conventions, or personal events and weddings. With 3,500 square meters available, choose from
multiple indoor venues filled with natural light and one outdoor venue space featuring manicured lawns
and verdant landscaping. Spaces: AMBER, JASPER, SCAPE

_AMBER _JASPER _SCAPE

SIZE- 8052 Sq. ft.
CAPACITY-
Theatre: 660 Guests
Reception: 400 Guests
Cluster: 432 Guests
SIZE- 3177 Sq. ft.
CAPACITY-
Theatre: 170 Guests
Reception: 120 Guests
Cluster: 96 Guests
SIZE- 16276 Sq. ft.
CAPACITY-
Theatre: 1500 Guests
Reception: 800 Guests
Cluster: 500 Guests

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REVIEWPRO – GUEST FEEDBACK TUTORIAL
(Online Reputation Management, Guest Satisfaction Surveys & Semantics)
A guest’s experience at your hotel ultimately influences how they feel about recommending your hotel to
someone else.

GLOBAL REVIEW INDEX (GRI)

The feedbacks we received from Online Portals like, TripAdvisor, Booking.com, MakemyTrip etc.
Anyone can give us review even if he/she is not staying with us.
We need to get 98% by 31st December 2022.

GUEST SATISFACTION SURVEY (GSS)

The feedbacks we ask guests to fill through a survey. At the time of Check-in we take email id of the guest
and once they Check-out within 3 days they receive a survey from us to complete it.
The survey can be filled by only those who have stayed with us.
We need to get 9.8 by 31st December 2022.

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RESPONSIBLE BUSINESS
June is the Community Action Month, celebrated worldwide in all Radisson Hotel Group Hotels.

• DIVERSITY AND INCLUSIONS • YOUTH EMPLOYABILITY • CARBON FOOTPRINT

• BUSINESS CODE OF CONDUCT • SOS CHILDREN’s • WATER FOOTPRINT
AND ETHICS VILLAGES/NGO • WASTE MANAGEMENT
• SAFETY & SECURITY
• HUMAN TRAFFICKING

_QUALITY PERFORMANCE REVIEW

BUSINESS ETHICS
• We respect the law
• We show respect for all persons in all situations
• We think ethically
• We act fairly
• We do not discriminate against anyone for any reason
• We are honest and transparent
• We are loyal to our employer
• We do not exploit the company’s resources
• We think of safety at all times
• We take care of the People, Community & Planet

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WHAT IS FIRE?
Fire is a chemical reaction of 3 elements.
1. FUEL paper, wood, flammable gas, energized electrical equipment, etc...
2. HEAT sufficient to support combustion. Often referred to as the ignition source.
3. Oxidizer (AIR)

Fire Type Materials involved

A General Wood, paper, cloth, trash etc…

B Flammable Liquids Flammable solvents, liquids, Oils, Greases, Paints etc…

C Flammable Gases All flammable gases.

D Metals Water reactive Chemicals, Combustible metals etc…

E Electrical Electrical Fire

CRISIS MANAGEMENT TEAM (CMT)

A crisis management team, also known as a CMT, incident management team, or corporate
incident response team, prepares the organization to respond to potential emergencies. It
also executes and coordinates the response in the event of an actual disaster.

ROLES MAIN RESPONSIBILITY

LEADER Oversee hotel response – delegate actions

HR Care for people (staff and guests)
OPERATIONS Logistic support and primary POC to HODs and hotel team
COMMUNICATIONS 1 spokesperson
SECURITY Security all stakeholders – POC local security authorities
LEGAL Outside counsel – A local lawyer should be in standby to provide local legal
advice and/or to liaise with Silver legal when required.
PROPER PREPARATION PREVENTS POOR PERFORMANCE (5 P’S)

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GUEST EXPERIENCE
GUEST – When we interact with the guest.
G – Greet the Guest
U – Use the Guest’s Name
E – Establish the need
S – Show Interest
T – Thank the Guest

LEARN – When Guest is complaining about something.

L - Listen
E - Empathize
A - Apologize
R - Respond
N - Notify

Amount of Responsibility
GUEST REACTION CHART;
HERO RED CARPET
Severity of issue

FURIOUS Fault Low Fault High

Severity High Severity High
ANGRY
EMPATHY FIX IT
FRUSTRATE
Fault Low Fault High
CALM Severity Low Severity Low

11 MUST FOLLOW GOLDEN RULES FOR HOTELIERS

1. Look like a professional.
2. Immediate attention to the guests.
3. Be confident.
4. Sincere greetings.
5. Listen properly.
6. Maintain eye contact.
7. Using guest’s name.
8. Protect guest privacy.
9. Offer extra service.
10. Try to meet guest requests.
11. Handle complaint with extra care.

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TELEPHONE ETIQUETTES
1. Answer the Phone Promptly. Pleasant greetings and tone of Voice;
• 17% Words used
• 83% Tone of Voice
2. Always use the Caller’s name and a positive language.
3. Never use Hotel Jargons, avoid Monotone and always vary your tone of Voice.
4. Do not speak too fast. Do not Garble. Always stay focused on the call. No Distraction.
5. Listen attentively, and never interrupt the caller.
6. Always repeat the information back to make sure it is correct and to avoid misunderstanding.
7. Be specific, be helpful. Always ask questions to determine the caller’s need.
8. Never give out room numbers.
9. Always acknowledge a call transfer request
• Let the transferee know what to expect
• If possible, introduce both the parties
10. Let the caller speak before placing on hold:
• Ask for caller’s name
• Ask permission to place them on hold
• Thank the caller
• Offer the caller a choice
• Check back frequently
11. Take a thorough message:
• Offer voicemail if available
• Name of the person being called
• Date and time of the call
• Caller’s name & spelling
• Caller’s organization, if any
• Caller’s telephone number
• Brief message
• Your name and initials
• Repeat the message back
12. Handling Dissatisfied Callers:
• Do not offer excuses, offer solutions
• Listen to the caller with empathy
• Give verbal cues while you are writing

10 tips that will help you communicate better over the phone
1. Greeting
2. Be polite
3. Identify self and the organization
4. Clarity
5. Purpose of the call
6. Know your timeline and keep it short
7. Avoid fillers and keep it interesting
8. Smile through the phone
9. Make a note
10. Summaries, paraphrase and close

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_CODE OF BUSINESS CONDUCT AND ETHICS
Our Culture & Beliefs tie directly to this Code. At the heart of Radisson Hotel Group is our brand
promise, Every Moment Matters. More than our signature, it is simply how we do business and who we
are at the core.

GUIDING PRINCIPLES

This Code applies to all officers, directors, employees and agents (third parties acting on Radisson
Hospitality’s behalf) of Radisson Hospitality, Inc. and of all its subsidiaries, including Radisson AB
(collectively “the Company”). Everyone to whom this Code applies is expected to understand and act in
accordance with both the Code and the spirit of the Code. The Code will be enforced promptly,
consistently and effectively. Violations by employees could result in disciplinary action, up to and
including termination. Business opportunities do not take priority over our reputation or our Code. In
addition to the expectations set forth in the Code, all employees are required to know and understand
the policies and expectations of their particular business and organization and comply with local and all
applicable laws.

GUEST, CUSTOMER AND CLIENT RELATIONS

The Company’s goal is to create, develop and sustain good, strong and long-lasting relationships with
our guests, clients, customers, franchisees, partners, property owners and financial partners, by
adhering to the Code. Their satisfaction is fundamental to our success.

The quality of our services and products shall always meet or exceed all applicable government
requirements and shall comply with all applicable agreed upon terms and claims made in our marketing
materials.

Health and Safety: All business operations of the Company will establish and maintain employee and
guest health, safety and security programs and property protection programs in compliance with
government regulations, Company policies and standard operating procedures. Employees are expected
to know and follow all health and safety rules, policies and procedures for the area in which they are
working.

Gifts: The Company recognizes that gift-giving (including reasonable and infrequent meals and
appropriate entertainment) to non-governmental customers, franchisees, owners or their employees
may be appropriate and acceptable under very limited circumstances; that is, if it is in compliance with
the policies of your business unit and when giving gifts is an expected and widely recognized cultural
norm. In such circumstances a modest gift (other than cash or any cash equivalent) may be provided if,
and only if, it is:

• Of less than USD 100 in value;

• Legally permissible under local law;
• Not prohibited under the policies applicable to the recipient;
• Not provided on an inappropriately frequent basis; and
• Provided solely for the purpose of building generalized goodwill and not for the purpose or with
the expectation of receiving anything in return.

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Anyone wishing to provide a gift should obtain advance confirmation from the recipient that doing so
would not violate the policies under which the recipient operates, or any applicable law, and ensure that
doing so complies with all policies adopted by your business unit.

Prohibition of Bribery: Employees must never attempt to bribe or otherwise improperly influence the
employees, agents or others who may be acting for any third party, including, but not limited to,
potential and current customers, clients, franchisees, owners of hotels or other enterprises with whom
we want to do or retain business in an attempt to obtain or retain business or to gain any other benefit
for the Company.

You should be aware that some countries, including the United States and the United Kingdom, have
laws which make commercial bribery illegal. The following are (non-exclusive) examples of conduct that
is not permissible:

• Providing cash, gift cards or other cash equivalents of any value; and
• Providing gifts of a market value in excess of USD 100.

End Child Prostitution, Child Pornography and Trafficking of Children for Sexual Purposes: The
Company has long supported the End Child Prostitution, Child Pornography and Trafficking of Children
for Sexual Purposes (ECPAT) Code of Conduct to protect children against sexual exploitation in travel
and tourism. The Company condemns all forms of commercial sexual exploitation of children. The
Company supports every child’s right to a safe and secure childhood, and is committed to the principle
that everyone has the right to grow up and develop without fear of exploitation or harm.

No employee may:

• Use or allow the use of any of the Company’s facilities, resources or equipment (including the
Company’s computers and networks or hotel televisions) for the viewing, storage, distribution,
promotion or other use of materials in which children are depicted as engaging in any sexual act
or are otherwise made an object for prurient interests;
• Enter into, on behalf of the Company, or otherwise, any business relationships or any other
arrangement with any organization which the employee has reason to believe participates in
any way in the sexual exploitation of children; or
• Use or allow the use of images or concepts that sexually exploit children.

All employees must be vigilant and immediately report to managers, supervisors, the Legal department
or the Business Conduct and Ethics Hotline, as appropriate, all situations that come to their attention in
the Company’s premises or businesses where sexual exploitation of children is suspected or appears to
be intended. Business Conduct and Ethics Hotline: The Company’s Business Conduct and Ethics Hotline is
available for employees to report ethical problems or questionable practices. There is no need to
identify yourself, except where local law restricts the Company from accepting anonymous reports.

• India: 000-800-100-4133
• Singapore: 800-1301-958
Questions and concerns may also be submitted via email to the Business Conduct and Ethics mailbox at
ethicshotline@radissonhotels.com.

In addition: Radisson AB employees may contact the Radisson AB Ethics Hotline at

ethics.radissonhotels.com

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GROOMING STANDARDS
Proper grooming and a professional appearance are important to gain respect in the workplace. The
way you look and carry yourself creates an impression on the people you work alongside. Both
gentlemen and ladies should take care of and look after themselves.

Radisson RED Creatives are unique and independently-minded, and we want your personality to shine
through.

Stay on brand with the right looks while also celebrating your own personal sense of style.

• Stylish details will make our guests look and look again.
• Choose the pieces that call out to you.
• We want you to express your uniqueness.
• Spice-up your everyday look with unexpected accessories or details.
• Look to the local neighborhood for style ideas

You need to feel comfortable and confident; express the spirit of the neighborhood by owning your
style.

REPORT ON DUTY

• Present yourself in a tidy appearance toward our customer and present highest standards.
• Report on duty 5-10 minutes before your shift starts.
• Brush your hair before going on duty.
• Ensure shoes are clean and polished before going on duty.
• Change your uniform regularly at housekeeping linen room.
• Contact Housekeeping uniform linen room if buttons are missing.
• Change your socks / stockings daily.
• Ensure nails are well-trimmed and clean.
• Take bath daily.
• Brush your teeth daily and always wear a smile. Visit the dentist for check-ups on a regular basis.
• Be aware of your posture. Walk briskly with a straight back and do not lean on walls.
• Check your appearance in a mirror in the locker room before going on duty.

ATTENTION TO PERSONAL HYGIENE

• Cleanse - Tone - Moisturize

• Eat Balanced Meals
• Drink Plenty of Water
• Get Enough Sleep
• Exfoliate as required
• Regular Clean ups
• Sun Protection

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 • Lip Balm - For Cracks
• Daily cleanliness routine - Bathing
• Deodorants & Antiperspirants - Underarm Area
• Application of Deodorant - Excessive sweating

Wash Hands

• Before & After meals

• Outdoor Activity
• After visiting the toilet

Measures:

• Brush Teeth - Twice a day

• Clean tongue - Every time you brush
• Gargle after meals - Mouth wash
• Floss - Between teeth
• Mint – After (meals and/or smoking)

Smokers & Coffee drinkers must be EXTRA careful.

UNIFORM

• Uniform must be neat and well-pressed.

• Buttoned up and hooked as designed.
• Clean and no stains.
• Appropriately fitted with no unauthorized alteration.
• Name tag or hotel pin to be worn at all times, clean and not damaged.
• Shoes if provided must be well maintained, clean and in good condition.
• Socks (loafer socks) worn must be clean and grey in color.
• Departments will cover additional grooming standards that must be monitored

JEWELRY & ACCESSORIES

• Keep the use of jewelry and accessories to the minimum and under grooming guidelines as per
department and job profile.
• Only dress watch, gold/silver/ straps or black/brown/grey leather strap with simple dial.
• Sacred threads or ‘kada’ must not be visible. If worn, it must be hidden by uniform or should be
approved by HR/General Manager.
• Only one bracelet in gold or silver. Must not have charms or dangles.
• Only one pair studs or loops of not more than 1 cm below the earlobe.
• Any visible body piercing is not acceptable. Anklets are not acceptable.
• One ring on ring finger only in silver or gold (minimal design).
• Only one stud nose pin can be worn on one side.

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 • Neckless should be sleek with small pendent (must be approved by HR/General Manager).

SPECTACLES/ CONTACT LENSES

• Reading glass is permitted in metal, Red or black frame.

• Colored & Stylish frames should match your face and overall personality (need to take prior
approval from HR/General Manager).
• Only clear contact lenses permitted.
• Colored or tinted contacts are not permitted.

HAIR TALK

Maintaining Your Hair

• Shampoo - Rub into the scalp and rinse well

• Conditioner - Apply on lengths & ends only
• Styling Product - Gel / Serum / Hair Spray (May be used after every wash)

All products: Should be suitable to one’s Hair type

DO’S – Female

• Keep Hair off the face. Use pins to secure. Well-trimmed and professional style.
• Longer than shoulder length, must be maintained properly. Use black rubber bands and pins
only. Hair should be of natural color or suitable to the face. Use product to keep the hair in
place. Side hair partition is permitted.
• Fringe, bangs are permitted. The style must be above eyebrows.
• Hair in front may be secured away with side braid, twisty or a Puff.
• The puff height cannot exceed 3- 4 cms. Use the correct styling product.
• Oil is not permitted to style hair. Hair color can be 1 – 2 shades darker/lighter than the natural
hair color. It must look subtle and natural.
• Bright global color or highlights should be approved by HR/General Manager.
• Streaks in red are permitted (two to three only).
• Roots must be touched up regularly. No Neon hair color permitted.

DON’TS – Female

• Don’t tuck behind your ears. No colorful hair clips or accessories.

• Don’t use bright hair color which doesn’t suite your skin tone.
• Don’t create a puff higher than standards. Scrunchy or bands must not be visible.
• No long side burns. No facial hair unless permitted by HR/General Manager.

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DO’S – Male

• Mohawk hairstyle is permitted. Oil is not permitted to style hair.

• Use appropriate styling products. Machine Trim number 0 is permitted.
• Associate with hair fall conditions are suggested to meet trichology’s.
• Nape of the neck to be kept clean of hair growth.
• The hair should not be resting on the collar or the ears.
• Hair color can be 1 – 2 shades darker/lighter than the natural hair color.
• It must look subtle and natural. Bright global color or highlights should be approved by
HR/General Manager. Streaks in red are permitted (two to three only).
• Roots must be touched up regularly. No Neon hair colour permitted.
• Hair above forehead should be spiked. The spiked hair must not exceed 2.5 to 3 cms. from scalp.
• The length of the hairstyle must be short and definitely have a tailored finish ensuring the neck
area is clean of excess hair growth.
• Going bald for religious purposes, needs to take prior approval from HR/General Manager.
• Side locks should be till mid ear length. Only Sikh associates are allowed a beard and turban. The
beard is to be well kept. Colour of the turban to be hotel uniform approved only.

CREATIVES’ BENEFITS
LEAVE POLICY

• Casual Leaves – 7
• Sick Leave – 7
• Privileged Leaves –18 per year
• Compensatory Off – In lieu of:
o Pending Weekly Off
o Work on National Holiday National Holidays – 3
o Festival Holiday - 5
• Restricted Holidays – 5

PROBATION PERIOD

After the successful completion of the probation period of 6 months, the employee is considered for
confirmation by his/her HOD with the General Manager and Human Resources Manager.

MOBILE PHONE USAGE POLICY

• Only authorized person is allowed to use Mobile phone in Guest Area.

• All mobile phones to be on Silent Mode all the time. No use of personal calls and phones in
Guest Area.

TRANSPORT POLICY

• Pick up and Drop Facility (As per company policy);

• Will be provided to female staff, if they are coming to shift before 0600 hrs. and leaving from
work after 2000 hrs. Male staff will be getting only drop after 2200 hrs. onwards

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LOCKER

• Locker undertaking, Locker key

• No food stuff, alcoholic drink, inflammable material to be kept in the locker
• Periodic locker checks, No smoking in the lockers.

BUNKER

• No Food & Beverage item is allowed in the bunker.

• No team member is allowed to smoke in the bunker.
• Any kind of damage done will be made good by the individual and the same should be reported
to the
• H.R. Dept. by the MOD/Security/ Housekeeping.
• Not allowed to rest during the shift timings.
• The permission for resting in the bunker does not exceed four hours.

EMPLOYEE BENEFITS

• Flat 50 % Off on all food and non-alcoholic beverages.

• Entitled for a half kg Birthday Cake valid for 30 days from one day prior to Birthday.
• Group Personal Accident: All associates working under hotel payroll will be coved in GPA policy
• as per RHG guidelines
• Group Medical Coverage: All associate will be covered under GMC policy as per RHG guidelines
• Maternity Leave: Maternity Act 2017 will be applicable. Creche tie-up will be done if required.
• Relocation Allowance: Relocation policy is applicable for all managers as per RHG guidelines

RED REFUEL

MEAL TIME
BREAKFAST 0700 to 0800 hrs.
MORNING TEA 1000 to 1030 hrs.
LUNCGH 1230 to 1500 hrs.
EVENING TEA 1600 to 1630 hrs.
DINNER 1900 to 2000 hrs.
MID-NIGHT SNACKS 0100 to 0130 hrs.
EMPLOYEE ACTIVITIES

• Thursday Thrills
• Monthly Birthday Celebrations
• Creatives Connect - Townhall
• Inter House Activates
• Week of Employee Appreciation and Recognition
• Picnic and Annual Creatives’ Party
• New Year celebration for Creatives
• Connect with Curator
• Departmental Meetings – Refuel Meet, Uniform, Female Creatives Meeting, Non-Manager Meet

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KNOW YOUR LEADERS – BESTECH GROUP

KNOW YOUR LEADERS – RADISSON HOTEL GROUP

27
RADISSON RED CHANDIGARH MOHALI

KSHITIJ JAWA
CURATOR AKA
GENERAL MANAGER

PRANTIK SENGUPTA SANDEEP AGGARWAL HARMOHAN SINGH VIJAY SINGH M&E

LEAD OPERATIONS LEAD FINANCE AKA LEAD SALES AKA LEAD AKA CHIEF
AKA DIRECTOR OF FINANCIAL CONTROLLER DIRECTOR OF SALES & ENGINEER
OPERATIONS MARKETING

JAGMEET SINGH REENA YADAV JITENDER MATHUR

LEAD F&B AKA F&B LEAD KITCHEN AKA LEAD FRONT OFFICE AKA LEAD HOUSEKEEPING
MANAGER EXECUTIVE CHEF FRONT OFFICE MANAGER AKA EXECUTIVE
HOUSEKEEPER

VISHESH KUMAR SARABJEET SINGH

BHOOMIKA KANOJIA KAILASH SUTHAR MANISH RANA
LEAD HR AKA HR SEKHON
LEAD L&D AKA L&D LEAD IT AKA IT LEAD PURCHASE
MANAGER LEAD SECURITY AKA
MANAGER MANAGER AKA ASST
SECURITY MANAGER
MANAGER
PURCHASE

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PRODUCT KNOWLEDGE
SYSTEM UPDATE
1. PMS: Opera 5.6.13
2. Sales and Catering: Opera S&C
3. POS: InfraSys
4. Accounting Software: Alif Boss
5. Store and Procurement: Alif IMCS
6. Payroll / Attendance Management – Alif Star
7. Attendance Machine - StarLink
8. Server / Desktop / Laptop – HP
9. Admin Internet – Airtel
10. Guest Internet – Reliance Jio
11. Hotel Board Line – 412111 (Airtel) 3508888 (Reliance Jio)
12. Hotel IBS for mobile Network - UBICO

ROOMS UPDATE
ITEM BRAND
WC & Washbasin American standard
Telephone Bittel
Bathroom fixtures Grohe
Shower door handle Closma
Marble Italian
TV Samsung
Mattress Spring fit
Bed side hanging lamp & Reading lights viroka luce
Safety latch Hafele
Door lock Assa abloy
Weighing scale, Iron, Iron Board, Iron Organizer, Hair Dryer, Tea
Kettle, Tea kettle base tray, Tea sachet holder, El-safe, Minibar, JVD
Shaving Mirror
Garware safety glass film 100mic (4mil) Lucky Creations
H.No. 204, Phase1, Village -
Vista Roller Blinds with Headrail Blackout Fabric Shade-( EP-001)
Mohali SAS Nagar
Wyte glass film sparkle 3’’ * 84’’*2-Vertical Sides i/c of all Contact Tel.No.: 9041000484
cutting/wastage (Lucky)
Duvet King & Twin, Duvet Cover, Mattress Protector, Pillow Polyfill,
Pillow Microfill, Hard Pillow, Contour Pillow, Neck Support Pillow,
Foam Pillow, Feather Pillow Firm, Feather Pillow Soft, Full Body
COZYAT MULTIFEB
Support Pillow, Bed Sheet, Pillow Protector, Pillow Case, Bath Towel,
Hand Towel, Face Towel, Bath Mat, Bathrobe, Team Blankets &
Cover, Mattress

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Executive Full-Size Housekeeping Cart A.H.INTERNATIONAL,jaipur
VARAHAMURTI FLEXIRUB
Foldable Roll Away Bed with6" Pocket Spring Mattress75 x 36 x 6"
INDUSTRIES (P) LTD

ENGINEERING UPDATE
ELEVATOR MITSUBISHI
KITCHEN EQUIPMENT CHEFLINE
COLD ROOMS I COLD
LT PANEL ADLAC
DIESEL GENERATOR CUMMINS
TRANSFORMER VOLTAMP, VARODA
GYM EQUIPMENT TRUE, USA
LAUNDRY EQUIPMENT
MARKING MACHINE THERMOPATCH
WASHER EXTRACTOR, DRYER UNIMAC, USA
STEAM IRONING TABLE, MUSHROOM PRESS, UTILITY PRESS,
SPOTING MACHINE, DRY CLEANING PRESS, CUFF COLLER SIDI, ITALY
PRESS
DRY CLEANING MACHINE RENZACCI
AIRE COMPRESSOR ANEST IWATA, INDIA
AIR VACCUM PUMP REEMA, USA
KEY TAG SYSTEM VING CARD
STP PSF TRILLENIUM
FIRE PANEL – MAIN (Egg office) FIKE
DIESEL BOILER-1 & 2 HEATEX
HEAT PUMP -1 & 2 BRIO
SOLAR SYSTEM-1 SOLPOWER URJAPAK
AHUs ZECO
FCUs, SCREW CHILLER - 400 TR -1 & 2 TRANE
CONDENSER PUMP-1, CONDENSER-2, PRIMARY CHILLER
PUMP-1 & 2, SECONDARY CHILLER PUMP – (1, 2, 3 & 4) XYLEM
COOLING TOWER-1 & 2 BELL
VFDs DANFOSS
M/s Spectrum safety solutions
BMS system Pvt Ltd.
CMS Trane
Boom Barrier FAAC
Firefighting system SSA Projects private ltd.
Water fountains Axiom Corporation

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