Competitive analysis between two top Hotels in Bangladesh

8/9/2019 Competitive analysis between two top Hotels in Bangladesh

1/78

2 | P a g e

Table of Contents

Executive Summary .............................................................................................................................3

Introduction .........................................................................................................................................4

Overview of the Hotels ........................................................................................................................5

Methodology ......................................................................................................................................25Limitation ..........................................................................................................................................25

Findings and Analysis .......................................................................................................................26

Customer Response .........................................................................................................28

Employee Response .........................................................................................................34

Response of Society .........................................................................................................39

Suppliers Response ........................................................................................................45

Summary of findings .........................................................................................................................48

FORMULATION OF CODE OF BUSINESS CONDUCT AND ETHICS FOR HOTELS ............49

Conclusion .........................................................................................................................................75

References .........................................................................................................................................76

Appendix ...........................................................................................................................................77


2/78

3 | P a g e

Executive SummaryThe objective of this paper was to formulate an ethical code of conduct for organization in a

particular industry. The industry we chose for our term paper was hotels and hospitality. We chose

5 different hotels to compare their service rules. The hotels are Radisson Water Garden, Pan PacificSonargaon, Lake Shore Hotel, Hotel Washington, and Paradise Garden Hotel. We conducted

Survey on four categories of stakeholders: customers, employees, suppliers, and residents living in

nearby area where the hotel is situated. It was evident from our analysis that some of the hotels did

not maintain any service rule or ethical code of conduct, leaving door for possibility of violation of

ethics. In the end we formulated our own policy after analyzing these results. Some important

aspects of the code of conduct covered the topics of abiding by rules and regulation, preventing

conflict of interest, conducting business ethically, harassment and keeping confidentiality.


3/78

4 | P a g e

Introduction

According to the stakeholders model, an organization has responsibility towards its stakeholders.

A business organizations stakeholders include its customers, suppliers, employees, Society,

Government, and its competitors. Stakeholder theory is a theory of organizational management and

business ethics that addresses morals and values in managing an organization.

In the traditional view of the firm, the shareholder view, the shareholders or stockholders are the

owners of the company, and the firm has a binding fiduciary duty to put their needs first, to

increase value for them. However, stakeholder theory argues that there are other parties involved,

including governmental bodies, political groups, trade associations, trade unions, communities,financiers, suppliers, employees, and customers. Sometimes even competitors are counted as

stakeholders - their status being derived from their capacity to affect the firm and its other morally

legitimate stakeholders. The nature of what is a stakeholder is highly contested with hundreds of

definitions existing in the academic literature.

The objective of this paper was to determine the commitment a business organization from one

industry out of four, which includes hospital, education, hotels, and textile. The industry chosen for

this term paper is hotel. We chose 5 different hotels to compare their service rules and conduct

survey on. The hotels are Radisson Water Garden, Pan Pacific Sonargaon, Lake Shore Hotel, Hotel

Washington, and Paradise Garden Hotel. We conducted Survey on the customers, employees,

suppliers and residents nearby the hotel and in the end we formulated our own policy after

analyzing these results.


4/78

5 | P a g e

Overview of the Hotels

Radisson Water Garden Hotel

5 Stars

LOCATION

The Hotel is conveniently located on airport road leading to the main city, and adjacent to the

diplomatic enclave and upcoming blue chip commercial hub of Baridhara, Gulshan & Banani, only

5km from the main international airport. Comprising 204 rooms & suites including Radisson Club

Executive floors, all rooms feature king, queen or twin size beds, large work areas with High-

Speed Internet, direct control air-conditioning, in-room safe, mini bar, tea/coffee making facilities

and ironing facilities. The Radisson Water Garden Hotel Dhaka offers a variable feast for the

senses. Their 7 food & beverage outlets include a selection of the finest cuisine, a wide selection ofimported premium cigars & beverages and live entertainment. Revitalize and rejuvenate the mind,

body & soul in Dhaka's first internationally

ACCOMMODATION:


5/78

6 | P a g e

The Radisson Water Garden Hotel Dhaka features 204 stylish rooms and suites with work desk,

complimentary high-speed Internet, direct control air-conditioning, in-room safe, mini bar and

ironing facilities. All of their comfortable Dhaka hotel rooms and suites are set up for you whether

you are traveling for business or leisure.

Deluxe Rooms

Deluxe Rooms are stylish, well appointed rooms with a queen bed or two twin beds, moveable

work desk, armchair and wardrobe with drawers. The average size is approximately 28 square

meters with double glazed windows and three point bathrooms.

Atrium Rooms

Atrium Rooms are contemporary in style and generous in size - approximately 36 square meters.Rooms have either one king bed or two double beds, a moveable work desk, armchair and

wardrobe with drawers. All the rooms have double glazed windows with four point bathrooms.

Radisson Club Rooms are similar in style to the Atrium Rooms and include complimentary access

to the Radisson Club Lounge. Located on the 6th and 7th floors of the hotel, these rooms feature

additional complimentary amenities.

Executive Suites

Located on the 7th floor of the hotel, these two-room suites feature a large living area with separate

bedrooms. The suite includes complimentary access to the Radisson Club Lounge and includes all

of the complimentary amenities included with the Radisson Club Rooms.

FEATURES

Adjoining rooms available Bathrobes

Complimentary internet facilities Corporate rates available English newspaper - complimentary Full length mirror Handicap rooms available In-room safe


6/78

7 | P a g e

Iron/ironing board Laundry and dry cleaning facilities Luggage rack Mini-bar Moveable work desk Non-smoking floors and non-smoking rooms available Radisson Club Floors with Club Lounge facilities Remote controlled television with satellite channels Room service (24 hour) Self controlled air-conditioning Suites available Tea/coffee maker Telephone with direct international dialing

HOTEL FACILITIES & SERVICES:

Delicious On-site Dhaka Hotel Dining Radisson Water Garden Hotel Dhaka offers a variable feast

for the senses. Our on-site Dhaka hotel dining includes seven food and beverage outlets, including

the Radisson Club Lounge. Our restaurants in Dhaka, Bangladesh serve the finest cuisines plus a

wide selection of imported premium cigars and beverages and provide live entertainment.

Room service (24 hours) Group accommodations Reservations

The Blaze Entertainment Lounge & Bar

Situated on the ground level with its own entrance, The Blaze Entertainment Lounge & Bar is a

swinging lounge where you can enjoy a game of billiard with friends or just enjoy the evening

listening to the live entertainment or socializing in this casual atmosphere. Hours: open Sat-Thu

6:30pm-12:30am (closed Fridays)

Chit Chat


7/78

8 | P a g e

Adjacent to the pool deck and the Health and Fitness Center, Chit Chat is a place to enjoy with

friends. While relaxing around the hotel's pool, enjoy a refreshing ice tea, fresh lime frappa or

milkshake accompanied by light snacks such as home-baked quiche, chicken pie, salad or

sandwiches and a wide selection of pastries and cakes. Guests can dine in or take away. Hours:

11am-9pm daily

The Cigar Bar

The Cigar Bar is an intimate, private retreat to relax and unwind. Our members and hotel guests

enjoy the finest refreshments and a range of the world's premium cigars, beverages and small

snacks. Hours: Sat-Thu 6:30pm-12:30am (closed Fridays)

Spice & Rice

For an oriental mood, try Spice & Rice, a fun restaurant featuring Asian cuisine and a taste of the

Orient. Sample a range of regional influences and specialty cuisine. Spice & Rice is a

contemporary restaurant within a relaxed setting - sit at our action kitchen and let the chefs

entertain you for the evening with their culinary skills. Hours: 6:30pm-11pm daily

Sublime

A modern and yet elegant restaurant, Sublime is our hotel's premier restaurant featuring the very

best of Bangladesh produce with an emphasis on its finest - fresh, tasty, inventive and wholesome

cuisine. Sublime is the ideal choice for a superb evening out for any occasion. Hours: 6:30pm-

11pm daily

Water Garden Brasserie

Offering all day dining, the Water Garden Brasserie is a place for a hearty breakfast, quick snack,

lavishly displayed international buffet and cook-to-order food stations for lunch and dinner. Relax

and sit around the water feature room and watch the activity in the hotel's busy lobby lounge.Hours: 6:30am-11pm daily

The Radisson Club Lounge


8/78

9 | P a g e

The Radisson Club Lounge on level eight is for the exclusive use of Club guests. Hours: 6:30am-

10pm daily (breakfast 6:30-10:30am, cocktails and hors d'oeuvres 5pm-7pm)

Desirably located and exquisitely appointed, Radisson Water Garden Hotel Dhaka boasts a

comprehensive range of facilities and amenities that are sure to make your stay memorable. Guestscan enjoy the atmosphere of an exclusive Dhaka resort and the conveniences of a business hotel in

Dhaka, Bangladesh at the Radisson, which offers wireless Internet access in public areas, a

Business Centre with boardrooms and secretarial services, the largest conference, meeting and

function facilities in Dhaka and undercover and outdoor car parking facilities.

Terms and Conditions:

These rates are nett inclusive of all taxes and are not available at the hotel . This is only

applicable if prepayment is made thru greenchannelbd.com and these are subject to change

without prior notice, surcharges impose by hotels during special events.

Cancellation, No Show, Child Policy, Extra bed, Meal Rates, Check in & Check out time

and other benefits as well as Terms & Conditions of Bookings will be advise by our

Reservation Agents

Advertised Rates are only applicable to specific market category according to your country


9/78

10 | P a g e

Pan Pacific Sonargaon

5 Stars

LOCATION

Pan Pacific Sonargaon Dhaka is a magnificent business-class hotel, ideally located in central

Dhaka close to the Motijheel commercial area, Dhaka's diplomatic area of Baridhara and Gulshan,

Parliament House and the Prime Minister's Office. The hotel is within easy access of several Dhaka

attractions, and Zia International Airport is just 18 kilometres from the hotel.

Here at the Pan Pacific Sonargaon Dhaka, both the business and leisure traveller to Dhaka will

enjoy all that a five-star international hotel can offer, from first-class surroundings to world-class

hospitality, in the Pan Pacific style.

The hotel's 304 luxuriously appointed rooms, including 25 magnificent suites, provide comfort and

superb facilities, combining to make your stay at Pan Pacific Sonargaon Dhaka truly memorable.

The hotel's Pacific Floors offer extensive facilities and privileges, including butler service and a

private lounge for discerning hotel guests.

The restaurants, lounge and bar of Pan Pacific Sonargaon provide a wide selection of food and

beverage facilities, from Italian to the finest international cuisine in Dhaka at the hotel's Cafe

Bazar. 24-hour Room Service is also available at the hotel.


10/78

11 | P a g e

Guests wishing to retain their health regime will find Pan Pacific Sonargaon Dhaka's Health Club

offers a fully equipped gymnasium, sauna, steam room and massage treatments. For recreation, Pan

Pacific Sonargaon Dhaka offers an impressive swimming pool, tennis and squash courts. All the

hotel's extensive health and leisure facilities are tailored to meet guests' individual needs, with

professional hotel staff on hand to assist.

The hotel's Grand Ballroom can accommodate up to 1200 guests and is the perfect setting for your

Dhaka conference or social event. The hotel also has a fully equipped Business Centre. Pan Pacific

Sonargaon's team of professional meeting planners is always at your service, providing the ideal

venue in Dhaka for corporate meetings, seminars, family functions, birthdays and wedding

ceremonies.

ACCOMMODATION:

The Pan Pacific Sonargaon Dhaka Hotel offers 304 luxuriously appointed rooms, including 25

magnificent suites. To cater for your business needs, we offer exclusive floors with butler service.

Guest room facilities include: Air conditioning, Satellite television, Music system, Full bathtub and

shower, Bathrobe,

A pair of slippers, Hairdryer, International direct dialling facility, Voicemail, Minibar, Electronic

safe, Complimentary daily newspaper, In-room Internet and e-mail service is available on requestfrom the Business Centre, Laundry service, Check-in: 3:00 pm and Check-out: 12:00 noon.

Guest Rooms

Courtyard Rooms - located at the Courtyard building and are single rooms only. Deluxe Rooms - offer either one large bed or two beds.

The Pacific Floors

The top two floors at the Pan Pacific Sonargaon Dhaka are the exclusive Pacific Floors, offering

extensive facilities and privileges to make an enjoyable stay for our business-class guests.

The Pacific Floors provide Concierge services, butler service and a private Pacific Lounge, with

Pan Pacific flair and flavour for our discerning guests.


11/78

12 | P a g e

The following privileges are complimentary: VIP treatment, Escorted check-in at the Pacific

Lounge, located on the top floor, Exclusive butler service at the Pacific Lounge, Breakfast and

evening cocktails at the Pacific Lounge, Daytime tea, coffee, soft drinks and snacks at the Pacific

Lounge, Laundry, dry-cleaning and pressing, Extended check-out time till 6:00 pm (subject to

availability), Business magazines and daily local and international newspapers, Electronic safety-

deposit box in room, Fruit basket upon arrival, Complimentary local telephone calls, Pacific Floor

Executive Room.


12/78

13 | P a g e


For those seeking a healthier lifestyle in the most sumptuous of surroundings, The Health Club

offers a fully equipped gymnasium, sauna and steam room, along with massage treatments.

Recreation enthusiasts will enjoy the impressive swimming pool, tennis and squash courts.

Savvy, Pan Pacific Sonargaon Dhaka's chic beauty and barber salon, offers an extensive range of

hair and beauty treatments. The Shopping Arcade features an array of gifts and accessories.

The Pan Pacific Sonargaon offers extensive fitness facilities at The Health Club including: Fully

equipped gymnasium, Sauna, Massage, Hot / cold shower, Steam bath, All-season, outdoor, junior

Olympic swimming pool, Wading pool for children, Tennis court, Squash court and Swimming,tennis and squash lessons for children and adults are conducted by our professional and skilled

instructors.

Savvy Beauty and Barber Salon- Beauty packages, bridal make-up, skincare, haircuts, facials,

manicures, pedicures and other beauty treatments are available on the 3rd floor of the Courtyard

building. Guests are provided with complimentary tea and coffee.

The following facilities are available within the hotel: Airline, travel agencies, Banks, Souvenir and

handicraft shops, Carpet shop, Jewellery shop, Bookstall, Art gallery, Photography shop, Business

offices, Concierge, Limousine rental, Medical centre, Laundry service, Shopping Arcade, Golf

course nearby, Short-term rental offices, Service One - pick up the phone in your room and press

the Service One button. You will have access to every hotel amenity available. You can be sure

that all requests will be handled promptly and efficiently and Credit card guarantee: MasterCard,

Amex, Visa, Diners and JCB.

Dining at the Pan Pacific Sonargaon Dhaka Hotel is a great delight. In its setting of mosaic pools

and cool fountains, the Jharna restaurant features superb oriental and seafood specials. An

exclusive Italian delicacy awaits your pleasure in our Ciao restaurant. Cafe Bazar offers the finest

international cuisine. The buffet breakfast, lunch and dinner include international and Bangladeshi

cuisine. And la carte menu is also available. The spacious Lobby Lounge offers snacks and drinks


13/78

14 | P a g e

all day long, giving you a choice of light conversation or a business meeting. The Pool Cafe

restaurant features a wide selection of snacks and drinks, which can be enjoyed beside the

swimming pool. The Balcony is an oasis for quiet relaxation with friends. Our popular in-house

pastry and confectionery shop, Aromaz, offers the best selection of quality bakeries. Or relax in the

privacy of your own room and dine with 24-hour Room Service.

The Pan Pacific Sonargaon Dhaka Hotel has a 1200-capacity Grand Ballroom and a fully equipped

Business Centre, providing an ideal venue for corporate meetings, seminars, family functions,

birthdays, wedding ceremonies, etc. A team of professional meeting planners is always at your

service, and a complete outdoor catering service is available for large or small functions in and

around the city.

Facilities for guests' use include simultaneous interpretation systems for up to six people,secretarial services, facsimile, telex, e-mail, photocopiers, shredders, dictaphones and a fully

trained staff of professionals and technicians.





Cancellation, No Show, Child Policy,Extra bed, Meal Rates, Check in & Check out time


Reservation Agents



14/78

15 | P a g e

Lake Shore Hotel

4 Stars

LOCATION

The Hotel is 12Km from Zia International Airport. The journey take approximately 15 minutes by

car. Complimentary Airport Pick & Drop and Limousine service is available on request. Located at

Gulshan Diplomatic Zone, Dhaka.

ACCOMMODATION:

You will find our rooms and apartments to be of International standard with impeccable service

and attention to details, to make your stay comfortable. 60 elegantly well equipped rooms , place of

relaxation and comfort forming the infrastructure of modernized living, with business desk in every

room, having internet connectivity and two phones with international direct dialing , mini bar ,

electronic safe and for safety smoke detectors , fire sprinklers and electronic door key.

The rooms availible are:

Deluxe Room Executive Deluxe Room Executive Suite Room


15/78

16 | P a g e

Studio Apartment Presidential Suites


Restaurant

The Hotel's Restaurant offers a wide selection of Local and International cuisines . Our Menu

offers a diversified variety of Continental, Thai, Japanese and Indian dishes with regular buffets

and a la Carte dishes. Enjoy a fabulous dining experience with personalized service with of course

great food.

Conference and Banquet Facilities

La-Vita Banquet Room: Can accommodate from 150 up to 200 guests dining and theatre style or

professional sales staff meetings and social gatherings. We will arrange your special events to meet

your individual needs.

Other Conference Rooms: There are adequate arrangements for all your business meetings and

board room conferences at our hotel. The Tropical and Victoria Boardrooms has all the required

facilities to make your meeting a successful one accommodating up to 20 people. The Fortuna

Conference hall can accommodate up to 120 people. They have the following facilities:

Multimedia OHP Screen Flip- chart Podium IDD phone facilities

Fax facilities

HOTEL FACILITIES & SERVICES

Business Center:


16/78

17 | P a g e

Board meeting room with conference facilities Common meeting room in each floor Rental mobile phone Laptop on rental 24 hours business centre Secretarial service DVD, CD machines Rental office

Other Facilities:

All service apartments with modern kitchen facilities

Electronic safety locker in all rooms Fire alarm with fire sprinkler & fire hydride International calling facilities in-room Mini bar Hair dryer Limousine service Non smoking room and facilities are available

Centrally Air Conditioned Bathrobes and room slippers Satellite Television with 65 channels Concierge service Emergency Doctor on cal Shoe shine service

Complementary Services:

Ving card system electronic door locker Master control board in all rooms Spacious car parking zone inside hotel premises Continuous power supply by full backup generator


17/78

18 | P a g e

Air port shuttle service Buffet breakfast Complimentary newspaper 24 hours room service 24 hours security services 24 hours broadband internet service in-room Airline and travel desk, Sightseeing tour Laundry service







Reservation Agents



18/78

19 | P a g e

Washington Hotel

3 Stars

LOCATION

Washington Hotel is a Three Star Hotel in the Heart of Gulshan - 1, Dhaka, Bangladesh. Luxurious

Business Class Hotel with Majestic Colorful Architecture Designed. Superbly Located in The

Heart of Dhaka's Prestigious Business area and Diplomatic Zone, just 7 Kilometers from The Zia

International Airport and 01 Kilometers from the Major Embassies and Foreign Offices.

ACCOMMODATION:

Washington Hotel with 75 Rooms including Ambassador Suites and President Suites, Banquet

Hall, Rosebud Restaurant Club and other facilities of the highest standards. We are ensuring a

world class food and environment and we have become most popular with Business ClassTravelers and Expatriates, whether you are on a Business, pleasure or a Short Trip just step in

Washington Hotel and feel the Touch of Comfort and Bangladeshi Hospitality.


19/78

20 | P a g e

Please note that all our Rooms at Washington Hotel have an identical outfit of individually hand

crafted to our specifications in select tropical hardwoods for comfort, quality and beauty. All our

furniture are hand polished with country style motives and decorations.

All our Rooms have an identical outfit in country style furniture:

On both sides of bed a night stand - with house phone and table lamp A large wardrobe to keep your dresses safe, with mirror on the opposite side built in solid. A combo table - optionally used as storage for your suitcase and luggage or ideal as

personal desk for your laptop with Internet access in your room.

A small triangle design table with a big comfortable sofa - for your coffee, tea or dinner in

your room.

Two side tables with 2 dimmer lamps. The remote control color TV for your selection of cable TV channels. In the lower section

of the table - you find a fridge with your personal Mini Bar filled with various soft drinks,

mineral water, fruit juices and chocolates.

All our hotel rooms have a spacious bathroom with bathtub shower and abundance of hot

and cold water.

We are at your disposal with our laundry and ironing services as well. 24 hour room service available.

The only difference between the rooms of our 4 categories:

Premier Single Deluxe Twin Ambassador Suite President Suite

is the size of the hotel rooms resulting in a small difference in our hotel room rates for the different

sizes of our lovely furnished rooms of equal luxury outfit. Our spacious, lovely furnished hotel

rooms make your stay a real pleasure.


20/78

21 | P a g e


We use silent split-type air-conditioning in all our rooms to assure a pleasant silence in your rooms

for greatest living comfort. The thick curtains will keep the morning sun out, for those who like to

sleep a little longer... Have a drink from our Minibar while watching one of the cable-TV channels,

or rent a DVD player and watch your favorite movie in the privacy of your room.

To enjoy unique luxury, please take a look at our suites.

Restaurant:

Come to Suruchi and turn your evening into an event. Eat in style with friends and family. Great

food - Bangladeshi, Oriental or Continental.

Services & Facilities :

Buffet Breakfast Airport Pick up Daily Newspaper Safe Deposit Box Local Tel & Fax 1st 5 min. Internet free 1st 10 min. Sauna


These rates are nett inclusive of all taxes and are not available at the hotel . This is onlyapplicable if prepayment is made thru greenchannelbd.com and these are subject to change



21/78

22 | P a g e



Reservation Agents



22/78

23 | P a g e

Paradise Garden

3 Stars

LOCATION

Situated in Dhaka's prestigeous Baridhara diplomatic enclave. Closer to the Diplomatic missions of

America, China, U.K. Japan, Korea and Malaysia. 7 Kilomitres from the Zia International Airport.

ACCOMMODATION:

The hotel provides Deluxe Room, Super Deluxe Room and Paradise Garden Suite with the

following amenities:

The hotel provides Deluxe Room, Super Deluxe Room and Paradise Garden Suite with the

following amenities:

40 tastefully decorated AC rooms including 10 suites with imported bed, attached bathroomwith bathtub.

24 hours hot & cold water, Mini refrigerator with amenities, Bed room slipper & Haridryers Physician on Call, Smoke Detector in each room Laundry & dry cleaning service, 24 hour room service


23/78

24 | P a g e

Safe diposit box, IDD phone and Internet facilities Daily English Newspaper & Magazine, VCP & CD Player on request RESTAURANT A beautifully decorated lobby and Restaurant having sitting capacity of 50 persons, this

elegant restaurant offers you a truly gracious lunch, dinner and different kind of dishes.

BUSINESS AND CONFERENCE FACILITIES

Conference room having capacity of 150 persons with required facilities. Open 24 hours, This

comprehensive business center offers you secretarial services, Fax, e-mail and internet, word

processing, photo copying, spiral binding & courier service.


Safety And Security: The entire hotel is fitted with fire extinguisher and also exit staircase

in case of fire. Our trained security personnel vigilant 24 hours.

Air Transport: We offer a very comfortable shuttle service to pick up/drop the guest from/

to Zia International Airport.

Continental Breakfast Local phone calls Welcome Expressions Daily English newspapers Hairdryer Shoe shine Airport pickup and drop A well equipped fitness center





Cancellation, No Show, Child Policy,Extra bed, Meal Rates, Check in & Check out timeand other benefits as well as Terms & Conditions of Bookings will be advise by our

Reservation Agents

Advertised Rates are only applicable to specific market category according to your country.


24/78

25 | P a g e

Methodology

In our survey, we considered a sample size of 31 people (n= 31). Among this we divided our

overall sample survey based on the four category which are

Customer Employee Resident Supplier

In our survey we selected the sample survey randomly in each individual unit. Our questionnaire

was designed in a way where the respondents felt free to answer the question. This is one of the

reasons to shorten our survey questionnaire. In selecting our sample size we took 11 customers, 5

employees, 10 residents near the hotel and 5 suppliers to conduct the survey based on satisfaction

and ethical issue although the result may show different result if only we can take large amount of

respondent to survey the research.

Limitations

The sample size was small as the time frame was short for the term paper.

A larger sample could have had a different conclusion on some questions.

Many respondents were not truthful about their response. Especially the question asking the

respondents whether they were subject to any harassment by their owners. This is probably

because they feared the correct response would result in job loss. As a result there was a

bias in the result.


25/78

26 | P a g e

Findings and Analysis

Frequency table

Frequency shows the frequency of the respondent answer to particular question. Since our

respondents were divided in four main categories thus our graph are based on frequency not

percentage. We used SPSS software to factor out our analysis. We conducted the survey for

different hotel in different geographic location.

Demographic

In demographic factor we took into account of all of the respondent and their demographic factor.

We conducted the survey on 22 male respondents and 9 female respondents. In our data collection

gender distribution is 71% to 29%. As shown in the table below.

Table: gender

Frequency Percent Valid Percent Cumulative

Percent

Valid

male 22 71.0 71.0 71.0

female 9 29.0 29.0 100.0

Total 31 100.0 100.0


26/78

27 | P a g e

Table: occupation


Percent

Valid

A customer of this hotel 11 35.5 35.5 35.5

An employee of this hotel 5 16.1 16.1 51.6

A resident of this

neighborhood where the

hotel is located

10 32.3 32.3 83.9

A supplier to this hotel 5 16.1 16.1 100.0

Total 31 100.0 100.0

In our occupation section we divide our segment of respondent for survey and data collection.

Since getting internal data is hard we have only take 5 respondent of employees and 5 respondents

in suppliers to conduct the research. Although we have includes in our stakeholder status that our


27/78

28 | P a g e

stakeholder is consist of both customer and resident living near the hotel is respectively 11

respondent and 10 respondents. And then we divided our survey on following respondent category

and answer the data presented in simpler way.

Customer response

In customer section we take the survey based on 11 respondents we asked them four basicquestions to satisfy our findings.

First of all we asked our customers of their frequency in staying in the hotel. Among the

respondents more than half of the respondent stayed in the hotel for frequently. They stayed in

the hotel frequently. Among 11 respondent 6 of the respondent stayed frequently in the hotel

that we are concern about.

Table: Do you stay in this hotel frequently?

Frequency Percent Valid Percent Cumulative Percent


28/78


29/78

30 | P a g e

Then we asked the respondent about their satisfaction level in the staying in the hotel.

None of the respondents were totally satisfied or dissatisfied in staying in the hotel. The

reason could be that of price charge or service quality. But among the survey 7 out of 11

respondents were satisfied with the service quality of the hotel.

Table: Are you satisfied about the overall service quality of this hotel?


Percent

Valid

Dissatisfied 4 12.9 36.4 36.4

Satisfied 7 22.6 63.6 100.0

Total 11 35.5 100.0

Missing System 20 64.5

Total 31 100.0


30/78

31 | P a g e

After the satisfactory level, we wanted to estimate the ethical behavior happening in case of

hotel authority and staff. When we asked whether the customers were victim of any wrong

doing in the hotel. 8 out of 11 respondent said they are not seeing the wrong doing in the hotel.

The reason of this is answer can high supervision of employee and quality of the hotel.

Table: Have you experienced any wrongdoing by the hotel authority or the staff?

Frequency Percent Valid Percent Cumulative Percent

ValidYes 3 9.7 27.3 27.3

No 8 25.8 72.7 100.0


31/78

32 | P a g e

Total 11 35.5 100.0


Total 31 100.0

After that we asked our customer about the respond of the consumer in case ooccurrence of any. Since the quality of the hotel is good we have found that partially

10 out of 11 respondent replied that the respond is partially good. This indicates that

the hotel is highly promoting customer orienting service in the hotel.

How will you rate the service recovery of this hotel? (for instance; the response of

hotel authority to your complaints)


Percent


32/78

33 | P a g e

Valid

Poor 1 3.2 9.1 9.1

Good 7 22.6 63.6 72.7

very good 3 9.7 27.3 100.0

Total 11 35.5 100.0


Total 31 100.0


33/78

34 | P a g e

Employees response

We ask the employee of the hotel that weather the organization encourage ethical behavior

in the hotel. Partially 5 out of 5 respondent replied they are partially satisfied with the

encouragement. The result also shows the biasness in the process reason of such comment

is that on employee would expose bad behaving of their work place.

Do you agree that your organization encourage ethical behavior?


Percent

Valid

Satisfied 3 9.7 60.0 60.0

Very Satisfied 2 6.5 40.0 100.0

Total 5 16.1 100.0


Total 31 100.0


34/78

35 | P a g e

Then we asked the employee about the approach to tackle these problems if arises, in this

case all of the employee are partially satisfied with the approach taken by the hotel. The

high rated hotel will obviously take corresponding action in tackling this problem as it is

expected from the hotel.

How will you rate your organizations approach to tackle these problems?


Percent

Valid

Satisfied 3 9.7 60.0 60.0

Very Satisfied 2 6.5 40.0 100.0

Total 5 16.1 100.0


Total 31 100.0


35/78


36/78

37 | P a g e

When we talked about the discrimination we should concern about the harassment in

job. In our research we found that there is no harassment in doing job. Giving

meaning that hotels are well organized in avoiding harassment while at Job.

Table: Have you ever faced harassment while at job?


Percent

Valid No 5 16.1 100.0 100.0


Total 31 100.0


37/78

38 | P a g e

When we talk about the tackling the problem all of the respondent agreed that it is well

manageable and also good in tackling the problem, in this case the result backed by the

satisfactory level of employee.

How will you rate your organizations approach to tackle these problems?


Percent

Valid

good 3 9.7 60.0 60.0

very good 2 6.5 40.0 100.0

Total 5 16.1 100.0



38/78

39 | P a g e

Total 31 100.0

Response from Society

Resident has different thought regarding the presence of hotel adversely impacting the

neighborhood. In this case 3 out of 10 people think that the totally disagree with the thought where

5 out of 10 peoples also disagree partially that its adversely affe ct the society. On the other hand

partially 2 people where 1 person agree and 1 person strongly agree that the hotel is adverselyimpacting the neighborhood.


39/78

40 | P a g e

Do you agree the presence of this hotel is adversely impacting your neighborhood?

(for instance; increased solicitation, gambling, drug etc)

Frequenc

y

Percent Valid

Percent

Cumulative Percent

Valid

strongly

disagree3 9.7 30.0 30.0

disagree 5 16.1 50.0 80.0

agree 1 3.2 10.0 90.0

strongly agree 1 3.2 10.0 100.0

Total 10 32.3 100.0


Total 31 100.0


40/78

41 | P a g e

Both agree and disagree occur when we ask that whether if there is any vicinity have

taken enough initiative to help the community to tackle its various problem. The

results indicate that hotels should take more care about the neighbor in this case.

Table: Do you agree the hotel in your vicinity have taken enough initiative to

help the community to tackle its various problems?


Percent

Valid

disagree 4 12.9 40.0 40.0

agree 6 19.4 60.0 100.0

Total 10 32.3 100.0



41/78

42 | P a g e

Total 31 100.0

Then we ask that if there any relation with traffic jam and hotel over 80% of the

respondent agreed that there is traffic jam arise for the hotel. In this case for little

case hotel are affecting economy and it increase traffic rate around the hotel for

frame and image.

Table: Does the presence of this hotel cause unwanted traffic jam in your

neighborhood?


Percent

Validyes 8 25.8 80.0 80.0

no 2 6.5 20.0 100.0


42/78

43 | P a g e

Total 10 32.3 100.0


Total 31 100.0

Resident are not satisfied about the traffic jam arises due to existent of the hotel but some

of the resident are happy cause it is economically helping the society and neighbor.

Therefore both satisfied and dissatisfied resident exist in the research data.

Are you satisfied with the steps they have taken to tackle the problem?

Frequency Percent Valid Percent CumulativePercent

Valid dissatisfied 6 19.4 60.0 60.0


43/78

44 | P a g e

Satisfied 4 12.9 40.0 100.0

Total 10 32.3 100.0


Total 31 100.0


44/78

45 | P a g e

Suppliers response

In next content we surveyed 5 respondents to find out the relationship of its

collaborator and the hotel. The hotel is somewhat providing the ethical behavior in

the organization but not totally providing the ethical action as 3 out of 5 respondent

dont a gree that the hotel is enforcing ethical behavior in the organization.

Table: Does your business partner encourage you to enforce ethical behavior in

your organization?

Frequency Percent Valid Percent CumulativePercent

Valid

yes 2 6.5 40.0 40.0

no 3 9.7 60.0 100.0

Total 5 16.1 100.0


Total 31 100.0


45/78

46 | P a g e

Then we ask to rate the engagement of activity regarding ethical behavior in the

hotel. 3 out or 5 respondents are happy with the engagement but 2 of the respondent

are not totally or partially happy with the engagement.

How will you rate their engagement activity to enforce ethical behavior in your

organization?


Percent

Valid

Poor 2 6.5 40.0 40.0

Good 3 9.7 60.0 100.0

Total 5 16.1 100.0


Total 31 100.0


46/78


47/78

48 | P a g e

Summary of findings

Most customers are satisfied with the level of service. However, due to the fact that very

few samples were chosen and customers of only 2 out of 5 hotels were surveyed, the result

may be biased. Employees were most likely dishonest with their answers that no discrimination existed, or

that they never faced harassment. This is probably because they were concerned about their

jobs. That is why we have seen positive results in their response in regard to ethical

behavior of the hotel authority. The people of the society were vocal about their sufferings and rightly pointed out the fact

that the hotel authority at times did not do enough to tackle the problems they caused. These

include traffic jam, increased solicitation, gambling, drug abuse in parties etc.

There were not much enforcement of ethical behavior on its suppliers and the supplierswere dishonest with their answers as well, as they tried to portray a better image of their

organization.


48/78

49 | P a g e

F ORM UL ATI ON OF CODE OFBUSI NESS CONDUCT AND ETH I CS

F OR H OTEL S


49/78

50 | P a g e


50/78

51 | P a g e

1. I NTRODUCTION

The collection of policies and guidelines established in this Code of Business Conduct

and Ethics applies to all officers, directors and employees of Hotel Hotels & Resorts, L.P., Hotel

Hotels & Resorts, Inc. and its consolidated subsidiaries (Hotel or the Co m pany). In addition

to this Code, directors of Hotel Hotels & Resorts, Inc. are subject to the Code of

Business Conduct and Ethics and Conflict of Interest Policy for Members of the Board of

Directors. We believe long-term, trusting business relationships are built by being honest, open

and fair. We promise to uphold the highest professional standards in all business operations.

We also expect that those with whom we do business will adhere to our Code of Business

Conduct and Ethics standards.

The fundamental principle underlying the way we do business is good judgment. An

understanding of our legal and ethical parameters enhances that judgment. We have a

responsibility to pay constant attention to all legal boundaries and to comply with all applicable

laws and regulations of the jurisdictions where we conduct business at all times. We have the

same obligation to the communities where we do business, to the clients and business partnerswith whom we do business, and to the stockholders who have invested in us. For everyone at

Hotel, this means following the spirit of the law and doing the right, ethical thing even when the

law is not specific.

This Code outlines the broad principles of legal and ethical business conduct embraced

by Hotel. It is not an exhaustive list of legal or ethical questions an officer, director or employee

might face in the course of business, and therefore, this Code must be applied using common

sense and good judgment. Officers, directors and employees should refer to the Com panys

Insider Trading Policy Statement and Foreign Anticorruption Policy and Manual. Officers and

employees should also refer to the Charitable Contribution Policy and other Company policies

and procedures regarding equal employment opportunity, sexual harassment, loss prevention,


51/78

52 | P a g e

and similar topics, which are posted by Human Resources on the Comp anys intranet and which

supplement this Code. All officers and employees must conduct themselves according to these

policies and avoid even the appearance of improper behavior.

Although we realize no two situations are alike, we aim for consistency and balance

when encountering ethical issues. It is essential that we all keep an eye out for possible

violations of our business ethics - whether these violations occur in dealings with the government

or the private sector, whether they occur because of oversight or intention, and whether the

persons involved are top management or rank-and-file employees.

Outstanding officers, directors and employees are key to our success. Everyone is part of

the Hotel team, and each of us deserves to be treated with dignity and respect. In addition, every

officer, director and employee is responsible for his or her own conduct. No one has the

authority to make another officer or employee violate this Code, and any attempt to direct or

otherwise influence someone else to commit a violation is unacceptable.

Officers and managers, in particular, set an example for other employees. Hotel

requires all employees, including officers and managers, to know and understand this Code, as it

applies personally to the officer or manager and to those under his or her supervision.

Those who violate the policies in this Code will be subject to disciplinary action, up

to and including discharge from Hotel and, when appropriate, civil liability and criminal

prosecution. I f you are in a situati on you beli eve may viol ate or l ead to a viol ation of th is

Code, fol low the poli cies descri bed in Sections 15 and 16 of this Code.

If you have any questions regarding business conduct or possible violations, pleasecontact the Law Department. Hotel will not tolerate retaliation for reports made in good faith.


52/78

53 | P a g e

2. E THICAL BUSINESS CONDUCT

It is essential that we watch for possible violations of Hotel s business et hics whether

these violations occur in dealings with the government or the private sector or whether they

occur because of oversight or intention. Officers and employees who have knowledge of

possible violations should notify Human Resources, the Law Department or call or email the

ethics hotline at www.hotelname.co m. Any questions or concerns regarding accounting, internal

controls, or auditing matters will be forwarded to the Audit Committee.

To assist officers and employees in the day-to-day protection of our business ethics, we

have compiled a list of some areas where breaches commonly may occur:

Improper or excessive payments of any of the following:

o Consulting fees or payments to directors or officers;

o Expense reports; or

o Loans Questionable payments to agents, consultants or professionals whose backgrounds

have not been adequately investigated, who do not have signed contracts or letters of

engagement, or whose association with the Company would be embarrassing if

exposed; Payments violating the BANGLADESH Foreign Corrupt Practices Act or

other applicable anticorruption laws or conventions; Payroll-related expenditures, bonuses, awards and non-cash gifts given to or by

employees without proper approvals or adequate documentation;
http://www.ethicspoint.com/http://www.ethicspoint.com/


53/78

54 | P a g e

Payments made in cash or checks drawn to cash or bearer or bank accounts not in

Hotel s na me; Transfers to or deposits in the bank account of an individual, rather than in the

account of a company with which we are doing business; Billings made higher or lower than normal prices for fees, at a third party s requ est; Payments made for any purpose other than that described in supporting

documentation; Payments made to employees of vendors, contractors, consultants, operators or

agencies through intermediary persons or organizations, or that seem to deviate from

normal business transactions; Any large, unusual, unexplained or individually approved contracts, or expenditures

made without review of supporting documentation; Unusual transactions occurring with nonfunctional, inactive or shell subsidiaries or

undisclosed or unrecorded assets or liabilities; Use of unethical or questionable means to obtain information, including information

about competitors; An employment, consulting or business relationship between a Hotel employee

and another company, that creates a conflict of interest; and

Frequent trading (buying and selling over short intervals) in Hotel stock or the stockof a company with which we do business.

These are some examples of possible violations. Officers and employees should feel free

to discuss any concerns about this policy or any issues that may arise with the Law Department.


54/78

55 | P a g e

3. C OMPLIANCE WITH LAWS, RULES AND REGULATIONS;HUMAN RIGHTS

Obeying the law, both in letter and in spirit, is one of the foundations on which our

ethical policies are built. All officers and employees must respect and obey the laws of the

cities, states and countries in which we operate, including without limitation, laws relating to

alcoholic beverages, antitrust, unfair competition, political contributions, civil rights, copyright

protection, environmental protection, employment discrimination, health and workplace safety,

foreign corrupt practices, securities and taxes. No officer or employee should at any time take

any action on behalf of the Company that he or she knows or reasonably should know wouldviolate any law or regulation. Although not all officers or employees are expected to know the

details of these laws, it is important to know enough to determine when to seek advice from

supervisors, managers or other appropriate personnel.

As a global company, we support and respect the protection of human rights within our

sphere of influence and we endeavor to conduct our business operations accordingly. We

condemn all forms of human trafficking and exploitation of children and support all laws issued

to prevent and punish such crimes. We will comply with all applicable laws and regulations

regarding the prevention of child exploitation.


55/78


56/78

57 | P a g e

Relati onships with a Competin g Bu sin ess and Cer tain Other E nti ties:

Engaging in a competing business while employed by Hotel is a conflict of interest.

In addition, certain relationships with a competing business or an entity that has a material

financial or adverse relationship with the Company are also conflicts of interest. For that

reason, no employee may, without prior approval:

Engage in any competing business with Hotel; or Engage in the following activities with a competing business, an entity that has a

material financial relationship with the Company or an entity whose interests are

adverse to or conflict with, in a material respect, the Com panys intere sts:

o serve as a director, officer or key personnel;

o own more than 10% of the stock or other equity interest; or

o provide consulting, legal, advisory or other services.

The determination of whether a material financial relation ship exists or whether an

interest is adverse to (or in conflict with) our interests will be made on a case-by-case

basis by the General Counsel.

Outside or Additional Part-T ime Work:

While the best policy is to avoid any direct or indirect business connection with

our contractors, vendors, consultants, operators, managers or competitors, except on our

behalf, officers and employees may wish to take on additional part-time work with

organizations that are not our competitors, customers or suppliers. While such work in

itself does not constitute a conflict of interest, the second job must be strictly separated

from your job at Hotel and is subject to the following restrictions:

Outside work must not be done on Company time and must not involve the use of


57/78

58 | P a g e

Company equipment or supplies;

You should not attempt to sell products or services from the outside work to

Hotel or its employees; and Performance of the outside work must not interfere with or prevent you from

devoting the time and effort needed to fulfill your duties and obligations as an

employee of the Company.

F avors, Gift s, Meals and En ter tainment:

You and members of your family may not offer, solicit, give or accept gifts, other

than as noted below, to or from any person associated with the Companys business,

including current or prospective vendors, contractors, consultants, operators, managers or

business partners. This includes gifts of products, services, equipment, discounts,

favored personal treatment, personal entertainment or extravagant meals.

This is not intended to preclude the Company from receiving or evaluating

appropriate complimentary products or services. Nor is it intended to preclude Hotel

from making a gift to a company or organization, provided that the gift is openly given,

with full knowledge by the company or organization, and is consistent with applicable

law. In rare circumstances, local customs in some countries may call for the exchange of

gifts having more than nominal value as part of the business relationship. In these

situations, gifts may be accepted only on behalf of Hotel (not an individual) with the

approval of the Law Department. Any such gifts received should be turned over to

Human Resources for appropriate disposition or donated to a nonprofit, charitable

organization. In all cases, the exchange of gifts must be conducted so there is noappearance of impropriety. Gifts may only be given in accordance with applicable laws,

including the BANGLADESH Foreign Corrupt Practices Act.


58/78

59 | P a g e

Gifts, including advertising or promotional materials, novelties, favors and non-

business related meals and entertainment, are allowed when the following conditions are

met:

they are consistent with our business practices; they do not violate any applicable law, including state and federal

procurement laws and regulations, the Employee Retirement Income Security

Act or any other federal or state law or regulation; they are of limited value ($150.00 or less); and public disclosure would not embarrass Hotel.

Under no circumstances may an officer or an employee accept a gift of cash or cash

equivalents in any amount.

Any gift not meeting these conditions may be accepted only with the prior

approval of Human Resources or the Law Department.

Tr avel and E xpense Reports:

Requests for reimbursement of business-related expenses, including travel and

meal costs, must be fully documented in compliance with the Co mpanys Business

Expense Reimbursement Policy. Only business-related expenses will be reimbursed;

charges for personal entertainment or extravagant meals are not business expenses.

When in doubt regarding the appropriateness of a business-related expense, officers,

directors and employees should consult the Law Department.

Di rect Reporti ng to Spouse, Partner or I mmediate F amil y:

The potential for conflict of interest clearly exists if your immediate family


59/78

60 | P a g e

member (i.e., spouse, sibling, child, or parent) or someone with whom you have a

romantic relationship also works at Hotel and is in a direct reporting relationship to you.

Employees should not directly supervise, report to, or be in a position to influence the

hiring, work assignments or evaluations of an immediate family member or someone

with whom they have a romantic relationship. If you have any questions, please consult

the Executive Vice President of Human Resources.

Poli tical , Civic and Chari table Activiti es:

We respect and support your right to participate in political activity, but

involvement and participation in political activities must be on an individual basis, on

your own time, and at your own expense. These activities may not be conducted on

Company time or involve the use of Company resources, such as telephones, computers

or supplies. Further, should you speak on public issues, it must be made clear that

comments or statements made are your own and not those of the Company. Your

participation in political activities in a country where you are not a citizen may jeopardize

your continued right to live and work in such country. Accordingly, such participation is

prohibited. Any questions concerning participation in political events should be directed

to the General Counsel.

We have a strong sense of responsibility to the communities in which we do

business and, as a Company, we often participate in charitable activities. You are

welcome and encouraged to join in these activities. However, you should not use

Company resources to approach other employees or our vendors, operators, managers or

business partners to solicit a charitable contribution. In addition, you may never use your

position in the Company to pressure employees into charitable giving. If you have a

charitable cause you believe we should support, please discuss it with Human Resources.

All charitable contributions must comply with the Com panys Charitable Contribution

Policy.


60/78

61 | P a g e

5. I NSIDER TRADING

The federal securities laws strictly forbid officers, directors and employees from buyingor selling Company securities while in possession of material nonpublic information about Hotel.

Likewise, officers, directors and employees may not tip a family member, friend or other

person by providing that person with material non-public information about Hotel. Any of these

actions may amount to insider trading and are strictly prohibited. Officers, directors and

employees should refer to the Insider Trading Policy Statement, which contains more detailed

policies and rules relating to transactions in Hotel s securities. If you have any questions, please

consult the Law Department.

6. C ORPORATE OPPORTUNITIES

As an officer or employee of the Company, you have an obligation to advance the

Com panys interests when the opportunity to do so arises. If you discover or are presented with

a business opportunity related to the Com panys business activities through the use of corporate

property, information or because of your position with the Company, you should first present the

business opportunity to the Company before pursuing the opportunity in your individual

capacity. No officer or employee may use corporate property, information or his or her position

with the Company for personal gain, nor may any officer or employee compete with the

Company.


61/78

62 | P a g e

7. C OMPETITION AND FAIR DEALING

We seek to outperform our competitors fairly and honestly. We seek competitiveadvantages through superior performance, never through unethical or illegal business practices.

Stealing proprietary information, possessing trade secret information that was obtained without

the owners consent, or inducing such discl osures by past or present employees of other

companies is prohibited. Our officers and employees should endeavor to respect the rights of and

deal fairly with our contractors, operators, managers, business partners and competitors. No

officer or employee should take unfair advantage of anyone through manipulation, concealment,

abuse of privileged information, misrepresentation of material facts or any other intentional

unfair-dealing practice.


62/78

63 | P a g e

8. P ROTECTION AND PROPER USE OF COMPANY ASSETS

All officers and employees should protect Company assets and ensure their efficient use.Theft, carelessness and waste have a direct impact on our profitability. All Company assets

should be used for legitimate Company business only. Any suspected incident of fraud or theft

should be immediately reported for investigation. Company equipment should not be used for

non-company business, though reasonable incidental personal use is permitted.

The obligation to protect Company assets extends to Hotel s proprietary infor mation.

Proprietary information includes intellectual property such as trade secrets, patents, trademarks

and copyrights, as well as business, marketing and service plans, engineering and manufacturing

ideas, designs, databases, records, salary information and any unpublished financial data and

reports. Unauthorized use or distribution of this information would violate our policy. It could

also be illegal and result in civil or even criminal penalties. Officers and employees who have

access to proprietary and confidential information are obligated to safeguard it from

unauthorized access in accordance with Hotel s policy on confidential information (see Section 9

of this Code).


63/78

64 | P a g e

9. C ONFIDENTIALITY

Officers and employees must maintain the confidentiality of information entrusted tothem by the Company, its operators, managers, contractors and business partners except when

disclosure is either expressly authorized by Hotel or required by law. Confidential information

means all non-public information, entrusted to or obtained by an officer or employee by reason

of his or her position as an officer or employee of Hotel, including, without limitation,

information that might be of use to competitors, or harmful to the Company or its partners if

disclosed, financial information, marketing and sales programs, development efforts, trademarks,

trade secrets, information about relationships with our customers, contracts and agreements,

forecasts and analyses, strategic and business plans, offers and proposals for acquisitions,

dispositions and other transactions, analyses and information concerning our assets, material

company information, and any other documents and analyses related thereto. Officers and

employees are required to keep confidential all confidential information and may not disclose,

reveal or discuss this information with persons outside of Hotel or use this information for their

own direct or indirect benefit or for the direct or indirect benefit of any family member, friend,

relative or other recipient of the information. It is important to use discretion when discussing

company business in public places such as elevators, restaurants and airplanes, or when using public or cellular phones, the internet and fax machines. Should any officer or employee have a

question as to whether certain information is considered confidential information, that person

should consult with the General Counsel.

Upon leaving Hotel, officers and employees must return all copies of confidential

information in their possession. The obligation to keep Company information confidential

continues following the termination of ones employment or other relationship with Hotel. We

will take appropriate steps to protect our confidential information.


64/78

65 | P a g e

10. S PECIAL ETHICS OBLIGATIONS OF EMPLOYEES WITHFINANCIAL REPORTING OBLIGATIONS

We require honest and accurate recording and reporting of information in order to make

responsible business decisions. All of our books, records, accounts and financial statements

must be maintained in reasonable detail, must appropriately reflect the Com panys transactions

and must conform both to applicable legal and accounting requirements and to our system of

internal controls. Unrecorded or off the books funds or assets may not be maintained under

any circumstances.

The accurate and timely reporting of our financial results and financial condition requires

that all financial information be recorded promptly and accurately, and that our systems for

recording and reporting that information be properly functioning and subject to regular and

thorough evaluations. While not all of us may be familiar with accounting procedures, we need

to make sure every business record is accurate, complete and reliable.

All officers and employees are responsible for reporting any concerns regarding

questionable accounting or auditing matters. This policy also applies to all operating reports or

records prepared for internal or external purposes, such as environmental data, product test

results, quality control reports or sales projections. False, misleading or incomplete information

impairs the Com panys ability to make good decisions, undermines trust in the long term, and

may in some cases be illegal.

Business records and communications often become public, and officers and employees

should avoid exaggeration, derogatory remarks, guesswork or inappropriate characterizations of

people and companies that can be misunderstood. This applies equally to e-mail, internal memos

and formal reports. Records should always be retained or destroyed according to the Com panys

Records Management and Retention Policy. In accordance with that policy, in the event of

litigation or governmental investigation, please consult the General Counsel.


65/78

66 | P a g e

The Treasury and Accounting Departments bear a special responsibility for promoting

integrity throughout the organization, with responsibilities to stakeholders both inside and

outside of Hotel. The Chief Executive Officer, Chief Financial Officer, and members of the

Treasury and Accounting Departments have a special role both to adhere to these principles

themselves and also to ensure that a culture exists throughout the Company that ensures the fair

and timely reporting of our financial results and condition.

Because of this special role, the Chief Executive Officer, Chief Financial Officer,

Treasurer, Corporate Controller and all other members of the Treasury and Accounting

Departments are bound by the following Financial Officer Code of Ethics, and by accepting the

Code of Business Conduct and Ethics, each agrees he or she will:

Act with honesty and integrity, avoiding actual or apparent conflicts of interest

involving personal and professional relationships; Provide officers, employees or agents of Hotel, and include in reports

and documents filed with the Securities and Exchange Commission, information

that is full, fair, accurate, complete, objective, timely and understandable;

Comply with rules and regulations of all governmental entities, as well as other private and public regulatory agencies to which Hotel is subject;

Act at all times in good faith, responsibly, with due care, competence and

diligence, and without any misrepresentation of material facts; Act objectively, without allowing his or her independent judgment to be

subordinated; Respect the confidentiality of Company information, except when authorized or

otherwise required to make any disclosure, and avoid the use of any Company

information for personal advantage; Share his or her knowledge and skills with others to improve

Hotel s communications to its c onstituents; Promote ethical behavior among employees under his or her supervision at Hotel;

and


66/78

67 | P a g e

Achieve responsible use of and control over all assets and resources of

Hotel entrusted to him or her.

Violations of this Financial Officer Code of Ethics, including failures to report potential

violations by others, will be viewed as a severe disciplinary matter that may result in personnel

action, including termination of employment, and, where appropriate, civil liability and criminal

prosecution. If you believe that a violation of the Financial Officer Code of Ethics has occurred,

please contact the General Counsel. You may also contact the Audit Committee of the Board of

Directors through the hotline at 1-866-384-4277. You may also report a violation by logging o n

to www.ethicspoint.co m.

It is against our policy to retaliate against any officer or employee for good faith

reporting of violations of this Financial Officer Code of Ethics or for participating in any

investigation relating to a reported violation.
http://www.ethicspoint.com/http://www.ethicspoint.com/http://www.ethicspoint.com/http://www.ethicspoint.com/


67/78

68 | P a g e

11. P UBLIC DISCLOSURES

Hotel Hotels & Resorts, although not a listed company in the Dhaka Stock Exchange, does

affect the public significantly.. As a result, Hotel is obligated to make various disclosures to the

public, and we are committed to full compliance with all requirements applicable to our public

disclosures. Hotel has implemented disclosure controls and procedures to assure that its public

disclosures are timely, compliant and otherwise full, fair, accurate and understandable. All

officers and employees responsible for the preparation of Hotel s public disclosures, or who

provide information as part of that process, have a responsibility to assure that such disclosures

and information are complete, accurate and in compliance with Hotel s disclosure controls and

procedures.

12. H ARASSMENT AND OTHER UNACCEPTABLE CONDUCT

Hotel is committed to maintaining a workplace free from harassment, intimidation and

Hotelility. Harassment on the basis of age, color, race, religion, gender, marital status, ancestry,

sexual orientation, national origin, disability, veteran status or any other characteristic protected

by law is prohibited. Hotel will not tolerate undue influence, offensive behavior, sexual

harassment, intimidation, or other disrespectful conduct by one officer, director or employee

toward another. No one may harass an employee, customer, vendor, supplier, visitor or any

other person on the Companys premises or while doing business regardless of location. You

should refer to the Harassment Policy, which contains more detailed policies relating to

harassment and examples of unlawful harassment.


68/78

69 | P a g e

13. P OLITICAL CONTRIBUTIONS

We recognize an officers and an employees right to provide personal financial supportto political organizations or candidates. Officers and employees, however, shall not make

political contributions to any organization, party or candidate using, directly or indirectly, any

Company funds or assets. This includes, but is not limited to, gifts of money or property to

political parties or candidates, sponsorship of events for political parties or candidates,

subscriptions or other fees paid for affiliation or membership in any political party or party

organization, money spent in reimbursement of expenses incurred directly or indirectly by

political parties or candidates, provision of any property, services, or facilities for the use or

benefit of political parties or candidates (other than on commercial terms), or the purchase of

tickets for fundraising events for political parties or candidates. The Company may from time to

time express its views on local, national and international issues that affect its operations. In

such cases, Company funds and resources may be used, but only when permitted by law and by

our strict Company policies. Hotel may also make limited contributions to political parties or

candidates in jurisdictions when it is legal and customary to do so. No officer or employee may

make or commit to make political contributions on behalf of Hotel without approval from the

General Counsel. All questions concerning donations to political parties or candidates should bedirected to the General Counsel.


69/78

70 | P a g e

14. W AIVERS OF THE CODE OF BUSINESS CONDUCT ANDETHICS

Any waiver of this Code for executive officers may be made only by independent

directors of the Board of Directors or a Board committee comprised solely of independent

directors and will be promptly disclosed as required by law or regulation of the New York Stock

Exchange.

15. A DVICE ON ETHICS QUESTIONS

Officers and employees who have questions about this Code should first consult their

immediate supervisors. Our open door policy gives you the freedom to approach any member

of management with ethical questions or concerns in good faith without fear of retaliation. If

you are not comfortable discussing the matter with your supervisor, you should consult the

Executive Vice President of the Human Resources Department or the General Counsel.


70/78

71 | P a g e

16. R EPORTING ILLEGAL OR UNETHICAL BEHAVIOR

If you believe that actions have taken place, may be taking place or may be about to take place that violate or would violate this Code or any laws, rules or regulations, you must bring the

matter to our attention. You are encouraged to talk to your supervisor, manager or other

appropriate personnel when in doubt about the best course of action in a particular situation.

Any supervisor or manager who receives a report of a potential violation of this Code or any

laws, rules or regulations must report it immediately to the General Counsel or the Executive

Vice President of Human Resources.

Officers and employees are required to communicate any violations of this Code or any

laws, rules or regulations to the Human Resources Department or the General Counsel, by any of

the following methods:

In writing either by internal mail or standard mail; By e-mail; or By telephone.

Hotel maintains a confidential hot line which can be accessed by telephone and e-mail.

Officers and employees who use the hot line are guaranteed confidential treatment. All officer or

employee communications made in good faith will be treated promptly and professionally and

without risk of retribution. You may also report a violation by logging on to

www.ethicspoint.com. Any use of these reporting procedures in bad faith or in a false or

frivolous manner will be considered a violation of this Code. In addition, you should not use

the ethics hotline for personal grievances not involving this Code.

We would prefer you identify yourself to facilitate our investigation of any report.

However, you may choose to remain anonymous. We will use reasonable efforts to protect the

identity of any person who reports potential misconduct in good faith and any retaliation for
http://www.ethicspoint.com/http://www.ethicspoint.com/


71/78

72 | P a g e

reports of misconduct by others made in good faith will not be tolerated. Indeed, any officers or

employees who engage in retaliation are subject to discipline, up to and including termination,

and in appropriate cases, civil and/or criminal liability. We will also use reasonable efforts to

protect the identity of the person about or against whom an allegation is brought, unless and until

it is determined that a violation has occurred.

Any person directly or indirectly involved in any investigation of possible misconduct

must not discuss or disclose any information to anyone outside of the investigation unless

required by law or when seeking his or her own legal advice, and is expected to cooperate fully

any investigation. It is against our policy to retaliate against any employee for participating in

any investigation of possible misconduct.

17. C OMPLIANCE PROCEDURES

We must all work to ensure prompt and consistent action against violations of this Code.

However, in some situations it is difficult to know right from wrong. Since we cannot anticipate

every situation that will arise, it is important that we have a way to approach a new question or

problem. These are the steps to take when faced with a potential violation of this Code:

Have all the facts. In order to reach the right solutions, we must be as fully

informed as possible. Ask does the conduct being requested or demanded seem unethical or improper?

Focus on the specific situation and alternatives being presented. Use judgment and

common sense; if something seems unethical or improper, it probably is. Clarify responsibilities and roles. In most situations, there is shared


72/78

73 | P a g e

responsibility. Which colleagues are aware of the situation? It may help to get others

involved and discuss the problem. Discuss the problem with a supervisor. In many cases, your supervisor will be

more knowledgeable about the question, and will appreciate being brought into the

decision-making process. Remember it is a superv isors responsibility to help solve

problems. Seek help from Company resources. In situations where it may not be appropriate

to discuss an issue with a supervisor, discuss it with Human Resources or the Law

Department. Report ethical violations in confidence and without fear of retaliation. If your

situation requires that your identity be kept secret, your anonymity will be protected. We

do not permit retaliation of any kind against employees for good faith reports of ethicalviolations. Always ask first, act later. If you are unsure of what to do in any situation, you

should seek guidance before acting.


73/78

74 | P a g e

18. A DMINISTRATION

Board of D ir ectors. The Board of Directors, through the Nominating and CorporateGovernance Committee, will help ensure this Code is properly administered. The Nominating

and Corporate Governance Committee will be responsible for the annual review of the

compliance procedures in place to implement this Code and will recommend clarifications or

necessary changes to this Code to the Board of Directors for approval. Any changes to the Code

will be immediately disclosed and disseminated to employees via electronic means.

Off icers and M anagers. All officers and managers are responsible for reviewing this

Code with their employees and ensuring their employees have signed the attached certification.

Officers and managers are also responsible for the diligent review of practices and proced

Competitive analysis between two top Hotels in Bangladesh

Documents

Transcript of Competitive analysis between two top Hotels in Bangladesh