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Privacy Policy

THIS Nondisclosure Agreement (the “Agreement”) is made and entered into as of the day of 2018, by and between THE NUWARA ELIYA HOTELS COMPANY PLC of No. 236, Galle Road, Colombo 03 hereinafter known as the “Company”, and hereinafter known as the “Recipient”, and collectively known as the “Parties”. The Parties hereby agree as follows: 1. For purposes of this Agreement, "Confidential Information" shall mean any and all non-public information the Company has disclosed or may disclose to the Recipient, including but not limited to, information related to: events, or meetings, or any other, algorithms, formulas, specifications, drawings, data, strategies, plans, prospects, know-how and ideas, whether tangible or intangible, and including all copies, analyses and other derivatives thereof. 2. The Recipient agrees (i) not to disclose any Confidential Information or any information derived therefrom to any third person, (ii) to keep the Company’s Confidential Information confidential and take all the reasonable precautions to protect the confidentiality of such Confidential Information with the same degree of care with which it protects the confidentiality of its own confidential information, but in no event with less than a reasonable degree of care, and (iii) not to use any Confidential Information for any purpose whatsoever except to advance the legitimate business interests of the Company underwritten or oral instruction of the Company’s authorized officers. 3. All rights, title, and interest in and to the Confidential Information shall remain with Company. Nothing in this Agreement is intended to grant any rights to the Recipient under any patents, copyrights, trademarks, or trade secrets of Company. 4. The validity, construction and enforceability of this Agreement shall be governed in all respects by the law of Sri Lanka. This Agreement may not be amended except in writing signed by a duly authorized representative of the respective Parties. This Agreement shall control in the event of a conflict with any other agreement between the Parties with respect to the subject matter hereof. The failure of either party to enforce its rights under this Agreement at any time for any period shall not be construed as a waiver of such rights. IN WITNESS WHEREOF, the Parties have executed this Agreement as of the date first above written.

Terms

Terms & Conditions

CONFIRMATION OF BOOKINGS:

• To confirm your reservation a deposit must be made.
• A 50% deposit is required to guarantee your reservation.
• The balance of your room charges to be paid at check-in.

CANCELLATION POLICY:

• All cancellations must be advised in writing and will take effect the day it is received by Grand Hotel reservations.
• Cancellations received 7 days or more prior to arrival date will not incur a charge.
• Cancellations received between 1-6 days prior to arrival date will incur a charge of 50% of the total cost.
• Festival Season bookings (Christmas and New Year Period/ Chinese New Year Period) cancelled 30 days or more prior to arrival date will not incur a charge.
• Festival Season bookings (Christmas and New Year Period/ Chinese New Year Period) cancelled between 1-29 days prior to arrival date will incur a charge of 50% of the total cost.
• No-shows and stays that are cut short will incur a 100% cancellation fee on the full room rate for the entire period booked.

OTHER TERMS & CONDITIONS:

• All rooms are non-smoking,
• Price includes breakfast, Service Charge, and all taxes.
• An extra person supplement cost would be $40 per night.
• Check-out time 1200hrs midday and check-in time is from 1400hrs. Late check-out time can be arranged at the management’s discretion.
• We accept VISA, MASTERCARD, and AMERICAN EXPRESS.
• The hotel will not hold the responsibility for any damage or loss of items which are carried by guest/s during the stay.
• The management of the hotel has the right to take subsequent action against any damage or loss done by guest/s for hotel property/rules, during the stay.

Environment

Environmental Policy

 

Our Commitment

Journey to the heart of nature commences! Allegiance to nature comes to live…

At The Grand, our team is passionate about ensuring that we are environmentally responsible. We believe that the World is a huge family. We regard the sky as our father, the earth as our mother and everything relating to nature as our siblings. We are therefore committed to reducing our environmental impact and continually improving our environmental performance as an integral and fundamental part of our business strategy and operating methods.

In delivering this commitment, The Grand Hotel will endeavour to:

• Meet or exceed applicable environmental legislations, environmental standards and best practices
• Value and preserve the natural and cultural heritage of our hotels, thus enabling our guests to enjoy an authentically local experience.
• Promote efficient use of materials and resources across our hotels, especially water and energy.
• Work diligently to minimize our waste stream by following Grand 12R and conserving natural resources, particularly through energy and water conservation.
• Set sound environmental and social objectives and targets, integrate a process of review and issue progress reports on a periodic basis.
• Apply the principles to improvement in respect of air, water, noise, soil, thermal and light pollution from our premises
• Continually identify opportunities for improvement of our environmental management system.
• Promote awareness and educate employees on environmental issues and sustainable working practices.
• Engage our guests, colleagues, suppliers, contractors and the local community in our initiative to preserve the environment and consider their opinion/feedback when setting out environmental program and procedures.
• Conduct environmentally preferable purchasing Participate in efforts environmental protection at local and national levels.

This policy is issued to all staff members, our guests and stakeholders and reviewed and updated frequently.

 

Our Goals for 2023

1. Reducing energy use & carbon emissions by 20% before the end of March 2023 through implementing the following steps: –
• Identified most energy consumption areas and replace them with more efficient equipment and consider Energy Star certified or other energy efficiency certificates.
• Use energy efficient LED lighting to reduce consumption
• Go for renewable energy like Solar whenever possible.

2. Reducing water use by 20% before the end of March 2023 through implementing the following steps:
• Installing flow restrictors on all taps
• Water-saving shower heads install in all our staff quarters

3. Reducing waste to landfill by 30% before the end of March 2023 through implementing the following steps: –
• Improve waste separation by upgrading the Grand Green bank

4. To minimise all forms of pollution from our business operations by implementing the following steps:
• Replacing the chemicals, we use with more eco-friendly alternatives
• Identify noise and vibrate areas and go for solutions.

5. To have a positive impact on local biodiversity in our area by taking the following steps: –
• Plant 1200 native trees (400 trees per year)

 

Our Goals for 2026

1. Reducing energy consumption & carbon emissions by 50% before the end of March 2026 through implementing the following steps: –
• Have 10% of our energy come from renewable sources
2. Reducing water consumption by 30% before the end of March 2026 through implementing the following steps: –
• Movement sensors install in male urinals and toilets with double discharge in hotel
3. Reducing waste to landfill by 50% before the end of March 2026 through implementing the following steps:
• Replace single use plastic with other sustainable alternatives
• Start paper separation and recycling

Community Engagement

Community Engagement Policy

 

Our Commitment

Community is an important part of our hotel. Without Community we cannot sustain and success. It is always part of us. The Grand Hotel engage in activities geared towards uplifting and supporting communities through the continuous provision of opportunities that will positively impact the social and economic development of citizens in and around these communities.

In delivering this commitment, The Grand Hotel will endeavour to:

• The participation and Empowerment of the local community is always encouraged and supported.
• We respect intellectual property rights, culture and traditions when dealing with local and communities.
• We ensure that local people are not subjected to discrimination, either as individuals or as communities, in areas such as recruitment, employment, procurement and tendering processes, or as suppliers and traders.
• We provide relative preferences for local suppliers as much as possible & for hiring resources from the local community, always where the minimum qualifications are met.
• We encourage our guests to go on excursions to see local people, and discover more about their local traditions.
• The hotel will never obstruct public access to water sources or other essential resources or services.
• We are committed to the appointment and consultation of the local community, when planning any development that may affect them, taking into consideration their views and responding to them. We conduct a pre-assessment of developments possible impact to the local community.
• The hotel need to promote other local products and services to the guests, by recommending guides, markets and crafts.
• The hotel must always try to provide services or facilities to the community, that wouldn’t normally be available.
• The hotel should try to maintain local public areas, infrastructure or places for public services, by either direct contributions or participation in a local tourism assembly. These activities should be recorded in a formal written document.
• The hotel must encourage customers to explore the destination.
• Whenever one or some of our facilities in the accommodation are offered to non-residents (including local people), they are treated no differently in using that facility than the accommodations residents.
• Always where there are the rights of access to public areas / ways; we never add barriers, signs, or other controls preventing public rights of access.

This policy is issued to all staff members, our guests and stakeholders and reviewed and updated frequently.

 

Our Goals for 2023

1. Increase the Female staff to 20% from the total staff before the end of march 2023 through implementing the following steps: –
• By recruiting more female staff
• Making reputation on safer place for female staff

2. Increase the local recruited staff to 50% before the end of march 2023 through implementing the following step: –
• By connecting & inviting to the local training institutes

3. Increase the volunteer hours for Community to 1000hrs before the end of march 2023 through implementing the following step: –
• By organizing more Shramadana program

 

Our Goals for 2026

1. Beginning new programmes on Youth Unemployment before the end of march 2026 through implementing the following steps: –
• By connecting youth training programmes in Sri Lanka.
• By School training programmes

4. Increase the volunteer hours for Community to 2000hrs before the end of march 2026 through implementing the following steps: –
• By organizing more Shramadana program
• By connecting NGOs available in the local areas

Health & Safety

Health & Safety Policy

 

Our Commitment

The Grand Hotel is committed to ensuring the health and safety of all persons in the workplace including employees, contractors and other visitors. Our employees, contractors and visitors have a duty of care including: the responsibility to work safely, to take all reasonable care for their own health and safety, and to consider the health and safety of other people who may be affected by their actions. We take all reasonable and practical steps to improve work safety conditions and strive to uphold core values of safety, knowledge, integrity and leadership in order to achieve its goal of zero harm.

In delivering this commitment, The Grand Hotel will endeavour to:

• The Hotel complies with all applicable health and safety laws, regulations, standards.
• We will endeavour to provide a safe and healthy working environment including premises, equipment and systems of work that are as far as is reasonably practicable, safe and without risks to health.
• To continually identify, assess and check the health and safety risks and to implement the relevant preventive measures.
• The provision and maintenance of a suitable, safe working environment for all employees
• Making available information, instruction, training and supervision as necessary to ensure the occupational health and safety of all employees
• To communicate to our employees, customers and suppliers our policy with the intent that they are made aware of their individual health and safety obligations.
• To undertake risk assessments to all our activities with a frequency relevant to their harm
• Continues improve the safety measures to minimize risk of spread of any germs to Guest or employee.

This policy is issued to all staff members, our guests and stakeholders and reviewed and updated frequently.

 

Our Goals for 2023

1. Reduce the minor accident to 2 per year before the end of March 2023 through implementing the following steps: –
• By Continuous training
• With more safety equipment
2. Improve the staff and Guest & Occupational health and safety requirements.

 

Our Goals for 2026

1. Apply for ISO 45001 before the end of March 2026 through implementing the following steps: –
• By following the systems
• Apply for ISO 45001 from SGS/SLSI

Labour And Human Rights

Labour And Human Rights Policy

 

Our Commitment

The Employees commitment and valuable contribution by word and deed. We, The Grand respect the Team Members and their rights. We make sure that their labor rights are protected within the shelter of “The Grand “.

In delivering this commitment, The Grand Hotel will endeavour to:

• Freedom of association: Respect employees’ rights to freely associate, organize and bargain collectively in accordance with applicable laws and regulations.
• No forced or child labor: Not tolerate any form of forced or child labor.
• Diversity and equal opportunities: Ensure no discrimination in hiring and employment practices with regards to race, religion, sex, age, physical ability, political opinion, social or ethnic origin or sexual orientation.
• No harassment: Provide a workplace that is free from any form of harassment, including verbal, physical, mental and visual harassment.
• Fair employment practices: Comply with applicable laws and industry norms on employees pay, work hours and conditions. Provide fair and competitive compensation commensurate with the employees’ position.
• A safe and healthy workplace: Provide and maintain a safe and healthy work environment for every employee and service providers.

Human rights and labor due diligence: Ensure full respect of human and labor rights in all company activities by performing due diligence assessments when necessary and defining corrective actions based upon the findings.

Human Resources practices: Adopt Human Resources policies and procedures for all operations including labor standards policies and procedures and provide clear communication throughout the company

Personal and professional development: Foster personal and professional development and encourage employees to balance their work and personal responsibilities; and

Open dialogue and resolving concerns: Encourage employees to take their concerns up directly with management and create an environment where open dialogue is the preferred way of resolving issues.

Child safeguarding: Paying special attention to the education on the protection of the rights of children and minors, particularly in terms of sexual and physical abuse.

This policy is issued to all staff members, our guests and stakeholders and reviewed and updated frequently.

 

Our Goals for 2023

1. Reduce staff complaints at operation level by 25 % for the smooth operation among the departments before the end of march 2023 through implementing the following steps: –
• Training the staff on their job role
• Train and make awareness on the staff according to the levels like Staff level , Functional level , Managerial level
• Resolve disputes among inter departmental staff with concerning to develop peaceful work relations.

 

Our Goals for 2026

1. Zero disputes among the organization departments before the end of march 2026
2. Increase the communication channels before the end of march 2026
3. Proper complain resolution mechanisms before the end of march 2026
4. Increase inter relations among staff of all levels before the end of march 2026

Quality Assurance

Quality Assurance Policy

 

Our Commitment

We the family of Grand Hotel are committed to achieve maximum customer satisfaction by focusing on guests at the heart of everything we do and by thinking of guest expectations in advance in a view of creating a difference and become a pioneering model in the hospitality industry in Sri Lanka and adherent Zero defect concept ; To be an exemplary business to all other organizations and create value.

Guest Feedback,

• Guest feed forwarding cards are placed in all rooms and each of our outlets. These can be complete, and guests are encouraged to either leave the completed card in their room or the table for collection by relevant team. All the feed forward cards are monitored by the department head daily and discussed at the daily brain shampooing forum. Also all the guest feedbacks will be updated in to report monthly and discussed during the management meeting with recommendation and the improvement for the issues.
• As a practice we are sending all departed guest an email by asking a feedback and we suggesting a service recovery.
• Deal with the complaints reported to our company transparently, objectively, fairly and confidentially
• Our employees are in the base of customer satisfaction, and we carry out the required corrective and preventive actions in order to prevent reoccurrence of the same complaint
• Our guest directory of service in each room contains information on how guests can submit a question to senior administration. It incorporates a telephone number and email address for the Manager on duty; alongside postage information should they wish to send us a letter after they checked out.
• Monthly we are conducting trainings for our staff to improve guest services and how to deal with a guest complaint efficiently.

Staff Feedback,

We have the accompanying methodology set up to guarantee we are observing staff feedback and rolling out any vital improvements to our business because of that input:
• A locked staff suggestion box placed in selected staff area in the hotel premises and with signage encouraging team members to give their feedback. The general manger will collect all the feedback in every fifteen days and will address them accordingly.
• Head of the department will have one to one chat with each and every staff member in every six months and general manger will have a one to one chat annually.
• A staff satisfaction survey will conduct by HR team annually and all head of the departments will address accordingly.
• All the team members informed of changes have been made as result of the feedback at the monthly meeting.
• Feedbacks that have made by the staff are prioritized and getting it done via quality circles

 

Goals for 2023

Short Term Goals

Guest

• Speed up response times within 24 hrs
Responses to a feedback should be timely, so that a manager’s response is visible to future reviewers. The faster the manager responds to a negative online review, the faster the reviewer is appeased and prospective reviewers can see that the manager and the firm are dedicated to solving customer complaints in a timely fashion.

• Improve how measure customer service
First Response Time, Customer Retention Rate, Customer Satisfaction Score

• Make it easy for guests to get in touch(Have multiple communication methods)
Real-time assistance with live chat, Social media messenger, Text message (SMS/WhatsApp) ,Create a pre-stay questionnaire ,Using email

• Develop a customer loyalty program
Offer Freebies to Repeat Customers, Frequent Customer Discounts Or Cash Back, Email Promotions
Spread the Word with Social Media , Say Thank You

• To reduce leakage of business
Intelligent firewalls, Device control, Control print, Secure back-ups, Email content control

Staff

• Improve performance
Make sure performance appraisals are consistent, Make employee development a priority, Empower employees to do their jobs well, Communicate clear expectations

• Improve networking and communication skills
Having a training and development plan for covering 50% of above subject

• According to feedbacks increasing their technical and theoretical skills

 

Goals for 2026

Long Term Goals

Guest

• Zero defect concept , Improve customer satisfaction in 50% by 2026 ,Well maintained facilities and equipment’s
Staff
• Attract and retain talent employee , Awarding an employee of the year award to the employee who provides the most creative input during the year in terms of practical ideas to improve the company.