Orientation Manual Copy

WELCOME TO STRASSCO - LEBANON

WELCOME TO STRASSCO - LEBANON HUMAN RESOURCES DEPARTMENT.

Welcome to STRASSCO - Lebanon. This company’s Head Office is located in Zalka. It consists of 8 Departments including 2 Warehouses, with more than 100 employees . TEL:961 1 877 177 (5 lines) FAX:961 1 870 272 P.O. Box: 901045 E.MAIL: [email protected] – www.strassco.com N.B.: Business Card delivery + Note Pad for Candidate to take notes.

WELCOME TO OUR TEAM Strassco Evolution

WELCOME TO OUR TEAM GUIDELINES:

- Good Morning/Afternoon/Evening, welcome to Strassco – Lebanon. - My name is …... and I’m your ……. in Human Resources department. - Tell me little bit about yourself, where have you worked before? - The session will take 1 to 2 hours concentration on the major aspects of the whole operation with regards to standards of STRASSCO. -If you have any questions, please do not hesitate or interrupt me. Feel free to ask.

DEPARTMENTAL NOTES: •In 1993: Strassco founded by Selim Haddad, location in Zalka, 100 m2 with 2 employees. •In 1998: Location of 300 m2 with 10 employees. •In 2004: Location 1000 m2 with 40 employees. •In 2005:Opening branch in Dubai “Crytal House” with 20 employees. •In 2009: same location with more than 100 employees-New branch in KSA “Crystal House” in the opening phase. •Still growing with our future plans : Location in Zalka with 5000 m2 and our family will definitely be bigger.

PRODUCT KNOWLEDGE

PRODUCT KNOWLEDGE GUIDELINES:

- Our job requires us to know all about the products and services we sell to our customers - Selling products/services to our customers satisfies their needs and increases the company’ s revenue - We must know what other sections offer in order to be helpful to customers - Explain what details the new employee must learn i.e. items, prices, brief technical information, promotions etc.

DEPARTMENTAL NOTES What is Strassco? A wholesale and Retail company for Crystal items, Pearls, Metal parts, Glass and plastic beads, rhinestones, glue and other artistic tools. We are the EXCLUSIVE Lebanese agent of: Swarovski components. Preciosa. Miyuki. Jablonex. Donina, others…

WHO’S WHO IN OUR TEAM

GUIDELINES:

WHO’S WHO IN OUR TEAM

Managing Director-Founder: General Manager: Dubai Country Manager: KSA Country Manager: HR Manager: Financial Manager: Sales Manager: Production & Warehouse Manager: Import Manager:

Selim Haddad. Elie Haddad. Bassam Abi Nassif. Simon Saoud. Mireille Kreidy Chidiac. Fady Abi Antoun Georgette Abboud. Carine Chebib. Paola Matta.

JOB DESCRIPTION

A touch of excellence …

JOB DESCRIPTION GUIDELINES:

- Give the employee a copy of their job description (signature/filing) - Explain the tasks, duties and responsibilities to the employee

DEPARTMENTAL NOTES -Each employee have responsibilities toward the company, which is working as per the internal rules and regulations, with Integrity and honesty. Knowing the job needs is a must. (For the supervisory level :to help other employees in the tasks when they need help, to assist and Help in developing the staff.)

A RECORD OF YOUR SUCCESS

TRAINING RECORD

NAME:______________ DEPARTMENT:______ I.D No:______________

PHOTO

EMPLOYEE’S TRAINING RECORD

EMPLOYEE TRAINING RECORD

GUIDELINES:

- Every employee has a training record to record all the training they have received - This record shows the dates the on-job skills training took place, the trainer’s name, the date when the trainee was able to perform the task consistently to the required standard and details of any retraining. - The training file for each employee is kept in the Human Resources office and it’s always updated according to each period training plan.

DEPARTMENTAL NOTES On job training is the one that we make in the workplace, we’ll be able to know how to work according to standards. Off job training is the one that we make in groups ,with the departmental trainer or the HR manager from different departments but it’s necessary for the job . The employee have the right to read the training file it belongs to him/her.

YOUR TRAINERS

YOUR TRAINERS GUIDELINES: -The trainer is the teacher to pass the gap, to help the trainee to get the Right information the right training to get the job done according to standards. -The trainers are qualified so they know how to help new staff, they know how to make the tasks, -They are here to help so the employee must trust them without fear. -The trainers are the supervisors, the departmental trainers, the HR manager, or a trainer from outside the Company (for the off job training) -Off job training is a development training, it’s a plus and a positive technique to invest in the internal customers. -The trainers in Strassco Company are : Sales Jimmy Farah – Maya Karam. Import Paola Matta. Warehouses Steve Kichichian-Riad Farah. Production Nadine Mhanna – Elie Nicolas. Invoicing Rana Mechref DEPARTMENTAL NOTES

SERVICE VALUES CONSISTENCY IN DELIVERING THE RIGHT SERVICE AT THE PERFECT MOMENT IS OUR STRENGTH.

“My vow” Is to recognize the importance of positive and standardized performance and its reflection on both STRASSCO & my own development.

SERVICE VALUES GUIDELINES:

- The procedure & standard for every task is recorded in the “Company’s Product Standards Manual” - This manual forms the basis of the employee’s training - use it for reference - State where the manual is kept/show the manual to the employee

DEPARTMENTAL NOTES Our customers are our assets, as Exclusive agents for Artistic Items, we provide delivery service, show room open for all agents, famous tailors, manufacturers with professional and Strassco Style.

COMPANY CIVILITY

COMPANY CIVILITY GUIDELINES: - High expectations of civility and the company’s image, because we are Unique in the Market. Customers pays our salary in the end. - Good posture, eye contact, smiling, being helpful, showing interest - Greeting colleagues, have a positive relationship with them to better work as a team.

DEPARTMENTAL NOTES: -The employee should focus on the customer to provide the assistance needed, pleasantness, and attentiveness the guest expects. -Enhancing self -esteem to make the guest feel valued in our company. -Structuring empathy, making the guests feel you understand their needs. -Providing explanations and information to ensure the guest understands the reason for policiesprices and deals.

COMMUNICATION TOOLS

COMMUNICATION TOOLS GUIDELINES: -To make an outside business call: we should call the 9. -For personal calls please refer to your manager and for emergency cases. -To transfer a call to another extension:dial transfer and the extension number. -To prevent a caller from hearing the conversation:we put him on hold. -To pick up another telephone in the office:4+extension. -If busy: 6 + call back. -Good morning/good afternoon/evening-STRASSCO-how may I assist you? -The extension numbers lists is located in the HOD office and -----------. DEPARTMENTAL NOTES YOUR influence is the company’s reflection.

OUR TEAM CONVENIENCES

OUR TEAM CONVENIENCES

GUIDELINES: - The free meals for all employees, the Canteen is located in the Sea Sweet Building next to our workshop. - 50 % Discounts on all Strassco Items after following the proper procedure. - State any exception to this rule relevant to staff categories and procedure for use.

DEPARTMENTAL NOTES : -In the company we have teams for sports like Football Team -Employee’s activities: Summer outings, Annual Staff Party -Social Committee under study.

PERSONAL HYGIENE

PERSONAL HYGIENE GUIDELINES: -Body odor can be offensive to others especially for the person you are having contact with a customer,or even a colleague. -We are responsible for our personal hygiene, we need to wash our bodies daily or more than once a day depending on the type of work we do or the climate,or to wash off any dirt on the skin. -Infection and disease from the outside can easily set in and then the skin is no longer able to protect the body. -The skin must breath ,and it can’t do if it is covered by dirt. -Use a deodorant daily to prevent body odor.For men they should shave everyday. -Hair is also a dirt catcher it needs to shampooed regularly. -Hair should be brushed daily to stimulate the scalp.Oils produced are then distributed throughout the hair which gives it a healthy look.

DEPARTMENTAL NOTES

UNIFORM STANDARDS

UNIFORM STANDARDS GUIDELINES:

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State items employee will be supplied with State what items the employee must provide State where to collect and return uniform State repair system State how to wear uniform correctly State unacceptable standards i.e. hems down, buttons missing, stains, marks, creases etc... - State hairstyle and shoe standards - State jewelry standards - Name tag if applicable.

DEPARTMENTAL NOTES -The company provide special uniforms for all the employees each one for his level and job. -The uniform should always be clean & tidy to keep the professional image to the customer.

WORKING HOURS

WORKING HOURS GUIDELINES: - Per day the employee should work 9 hours/5 days per week, Saturday till 13:30. -The weekly schedule is located after the approval of the head of department on the board in ……… office. -He/she have the right in 40 min lunch break (attached) -The staff canteen will open from 12:00 to 17:00. -The staff canteen location -Sunday is considered as Day Off per week ,in case of special cases it’ll be discussed with the manager or the supervisor. -In case of sickness we should directly call the Dr. of the company to get the permission &the medicines ,inform the managers.. -For the vacation we have the right to take them off,if not as paid. -The extra hours we have to take the approval of the manager. -For all the permanent employees,if they work in the company more than a year,they have 15 days annual vacation DEPARTMENTAL NOTES

HEALTH & SAFETY

HEALTH & SAFETY GUIDELINES:

- “Prevention is better than the cure” - We have a responsibility to look after the health & safety of all our customers and visitors. - Remove the hazard/danger if you can do so without injuring yourself. If you cannot, put up a warning sign - Give the new employee a list of the typical hazards/dangers that might arise in his/her section. - State how to prevent accidents from these hazards/dangers

DEPARTMENTAL NOTES -In the company we have the HR team to help the staff and guests in case of any emergency.

ACCIDENT REPORTINGFIRST AID

ACCIDENT REPORTINGFIRST AID GUIDELINES:

- All accidents must be reported to your supervisor immediately so that they can be investigated and prevented in the future, if possible. - Most accidents happen when we are in a hurry or are being careless - Show location of outlet first aid box at the reception desk.

DEPARTMENTAL NOTES -In case of any accident, we should immediately report it to the management or the supervisors. -Elie Haddad is available as Certified First Aider. -Haroun Hospital is our first supplier in case of emergency. -We should always pay attention because most of the accident happen when we are in a hurry . -In case of any harm please call the Operator on ZERO or the HR office directly. -The doctor of the company is always available in his clinic in Zalka with the below contacts and timing for free medical care. DR. Georges Nader : 03/ 305499 – 04/710055 (clinic) Clinic in Zalka, next to Uniprix Supermarket from 15:00 till 18:00 Hospital Haroun – Abou Jaoude: On Call.

FIRE PROCEDURES

FIRE PROCEDURES GUIDELINES:

- Tell the new employee how to prevent fire in the outlet - Tell the new employee what to do if he/she discovers a fire * Do not panic * Raise the alarm from the nearest point * Telephone the operator on the emergency number 0 and state who you are, where you are, nature of emergency * Extinguish the fire if possible with appropriate equipment * Close all doors and windows ensuring the fire is in a confined space * Evacuate the building from your nearest exit. - Show where the nearest break glass point, detectors, extinguishers and exits are

- Explain what to do if he/she hears the fire alarm sounding. DEPARTMENTAL NOTES - The fire assembly Point for Strassco Company is: the Main Show Room.

SECURITY

STRASSC O

SECURITY GUIDELINES:

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Protect the company, its property, our customers and staff Don’t store valuables in your office, the company is not responsible for its loss. Keep keys on your person at all times - sign them in and out Don’t “borrow” company’s property Question/report suspicious people/incidents to your manager Don’t count large sums of cash in unprotected areas Don’t discuss internal policies/revenue with outsiders Don’t discuss personal information about guests/staff Every piece of stock has a value - protect it

DEPARTMENTAL NOTES

OUR VALUES Mission Statement

OUR VALUES Mission Statement GUIDELINES: Tell the trainee that WE have 2 values: 1. 2.

TRUST: we have faith in each other as a starting point in our relationships. RESPECT: we treat everyone with dignity, whoever they are.

Our goal is:

“to spread the Lebanese STRASSCO style in the Arab and American Countries” DEPARTMENTAL NOTES-

QUARTERLY GOALS

QUARTERLY GOALS GUIDELINES:

- Quarterly goals are set by your Department head

- In general goals are set by: April – August – December as per the individuals evaluation form based on Performance and application of the Job Description. DEPARTMENTAL NOTES: -

TRAINING AND PROMOTIONAL OPPORTUNITIES

TRAINING AND PROMOTIONAL OPPORTUNITIES GUIDELINES:

- On-job training in the department with your trainer - Off-job training in the Training Room with the HR Manager - On occasions local course will be offered depending on need - Promotion is based on performance - State what promotional prospects there are within the outlet/department -

Tell the employee who will conduct his Performance review Show employee the form Explain to the employee what each section means Employee Performance Development Report Tell the employee who will conduct this Explain to the employee what an appraisal is Show the employee the appraisal form Explain to the employee what each section means

DEPARTMENTAL NOTES

WORKING IN OUR TEAM

Strassco

WORKING IN OUR TEAM GUIDELINES:

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Nobody can do their job well without the help of other members of staff Support your team - don’t talk behind people’s back or make excuses Be positive Take an interest in your colleagues and be helpful Do your fair share of the work Give new employee examples of good teamwork

DEPARTMENTAL NOTES-WELCOME TO OUR TEAM WE ARE A FAMILY,WE TRY TO HELP OUR COLLEAGUES. -A good teamwork make the department a successful one.

WHAT QUESTIONS DO YOU HAVE?

TRAINERS NOTES GETTING ORGANISED WHAT YOU WILL NEED TO GIVE/SHOW THE TRAINEE * Give out 2 copies of his/her job description - 1 for the employee, return signed copy to Personnel * Give out a copy of the rote/schedule * Give out a copy of the company's rule and regulations notes to be read then signature. * Show the trainee his/her Training Record * Give the trainee a copy of their Initial On-Job Skills Training Programmed (2 weeks plan) * Give the trainee note paper and pen to make notes, if necessary * Tour of the House.