Code of Conduct Hospitality industry Hospitality industry is characterized by delivering services to customers.

The hospitality business makes sure that the beneficiaries are well looked after and that they enjoy their time well. This industry can be categorized by a board number of fields within the service industry that includes Lodging/hotels Restaurants Event planning Theme parks Transportation Cruises tourism

Ethics in hospitality industry Hotels and restaurants form a part of the hospitality industry while, serving people forms the basis of the hospitality industry. Some types of ethical issues faced by this sector are ill treatment of customers charging people uneven prices for similar services hygiene concerns hiring illegal immigrants underpaid overworked workers housekeeping theft customer privacy issues( videotaping/snapping pictures) environment non friendly practices

Examples of hotels charged with unethical behavior: Hilton hotels for treating workers poorly and building hotel in Bahamas on public land and best western hotel for concealing documents

Code of conduct:

A code of conduct is a predefined set of standards that describe the behavior that is expected from people. It refers to standard guideline which dictates certain behaviors to be acceptable or unacceptable within certain working environments and professional fields. Codes of conduct differ from organization to organization and from profession to profession, because of the differing nature of values that are supposed to be exhibited by individuals of that profession and organization. Corporate organizations usually have some kind of code of ethics that its employees or members are required to follow. Violating the code of ethics can result in negative reinforcement, termination or dismissal from the organization. A code of ethics is important because it clearly lays the "rules" for behavior in an organization and provides a anticipatory warning. Pearl Continental Hotels and resorts Pearl continental hotels and resorts is a luxurious hotel accommodation owned and operated by PSL (Pakistan services limited).its a hotel whose elegance and class sets the standard for hospitality in the hotel business in south asia. The company manoeuvres a chain of 6 extravagant hotels at Lahore,Peshawar,bhurban,Karachi,Rawalpindi and muzaffarbad with its head office residing in Islamabad Pakistan. The hotel provides first class services with its sensual rooms, spa and fitness bars, elegant dinning, banquets and meeting halls Responsibility for Compliance with the Code of Conduct All directors, officers and employees are responsible for abiding by this Code of Conduct. This includes responsibility for the failure to exercise proper supervision and the responsibility to report a violation by subordinates. Disciplinary action may, when appropriate, include dismissal. The standards set out in The Code of Conduct are necessarily general and do not address each and every situation that may confront employees throughout the world. Where appropriate, guidance should always be sought from management. In addition, the Company Secretary and Group Internal Audit are available on a confidential basis as independent sources of advice. code of conduct followed by PC employees the code of conduct that pearl continental hotels and resorts have their employees following consist of the following guideline

Health and Safety All members of the organization are to maintain the internal standards and local laws and regulation regarding a healthy, secure and safe work environment All members of the staff are to take sensible care to ensure the health and safety of themselves or others who may be affected by their actions or errors at work. Members are to not disturb or misuse any item that is provision of the Company so that the safety, health and welfare of the staff and the environment is secured.

Equal Opportunities Recruiting and promotion of individuals is to be based only on their suitability for the job. employees are to be recognized and rewarded for their intellectual skills, specialized knowledge and qualification No discrimination based on color, race, age religion, , ethnic or national origin, gender, sexual orientation, , marital status or disability is to take place

Harassment The organization prohibits any ethnic, sexual, age or illegal harassment by any member. Harassment is a serious violation of the organization rules and will not be tolerated. Romantic relationships between employees is also prohibited

The Environment Commitment to preserving, protecting and conserving the environment Resources are to be conserved Waste minimization by way of reducing toxic chemicals and gas release into the environment Reduction of energy and water consumption Provision of a authentic and appropriate information to customers, employees communities suppliers and public authorities to enable informed decision making Work towards improving environmental awareness and protection

Conflicts of Interest Always to be kept in mind the best interest of the organization

Any personal inclination or advantage to be avoided including scenarios in which employee holds personal, financial or family interest that conflicts with those of the organization If a potential conflict of interest arises, details to the supervisor are to be disclosed and no personal decision making is to be done Actions and decisions are to be taken in best interest of the organization and not in those of benefiting self

Relationships with Business Partners shared beneficial commercial relationships to be maintained with suppliers, guests and business partners personal favours,entertainment and gifts are only acceptable if they are modest in value and this practice is considered a norm in the local culture any gift or personal favor not regarded as norm is not to be accepted

Competition free, fair and open competition to be observed in all markets observation of all completion and antitrust laws

Property, Assets and Resources Protection of company resources Company resources not to be used for personal gain Company resources include -tangible assets such as equipment, cash, stocks, products, vehicles and rooms -intangible assets such as computer systems, intellectual property, trademarks, patents, reputation, corporate opportunities and confidential information Information such as financial data, guest details, pricing and business plans are not to be disclosed to foreign parties without permission Use and storage of guest data is to be subjected to data privacy regulations which must be compiled with

Political Activity and Contributions Members Allowed to take part in political activities on their own accord Name of the organization not be used so as to create an impression of representation of the organization in political matters Organization is not to be involved in political party donnations

Integrity/ fair dealing Members of the organization are to practice honesty and sincerity in their conduct both with customers and the organization Customers and fellow employees of the organization are to be dealt with respect Members are to deal with customers and other staff with integrity. Dishonest ,Rude, offensive and ignorant behaviour is not to be tolerated Fraudulent activities are prohibited Customers are to be dealt with kindness and good manners. Offensive, rude and discriminatory behaviour is prohibited

Records, Disclosure and Communications As a publicly listed Group, we are required to comply with the rules relating to disclosure of material and price-sensitive information under the relevant UK and US legislation, and the rules and guidance of the United Kingdom Listing Authority and the New York Stock Exchange. In accordance with our disclosure obligations, financial communications and reports will be delivered in a manner that facilitates the highest degree of clarity of content and meaning so that readers and users will be able to quickly and accurately determine their significance and consequence. Matters relating to the activities and performance of the Group must not be discussed with representatives of the media unless specifically authorised as part of your role. Our Group Communications department will co-ordinate any announcements, statements or responses to questions from the media, particularly those which relate to share price or commercially sensitive information.

Insider Information Prohibition of trading shares for members of the organization which are in possession of Confidential price sensitive information which may affect the share price Only specific employees are to be allowed to deal in the organizations securities

Legal Compliance Committed to compliance with local laws and regulations of Pakistan

Confidentiality Attendance and punctuality Working relationships Discussion topics Behavior and Attitude-in-General

CORE VALUES

GROWTH AND DEVELOPMENT FOR ALL Competence and contribution as the only basis for job security Promotion from within Learning environment and opportunities Provision for world-class education and training Aligning people with latest technological trends

RECOGNITION AND REWARD TRUST Cooperation Integrity Dignity Respect Candidness Support Achievement orientation Appreciation Setting ever-rising standards of performance Performance-based evaluation Incentives

Teamwork Sense of ownership Empowerment

INNOVATION Listening and two-way interaction Encouragement Enterprise Participation Motivation Initiative

Integrity/ fair dealing Members of the organization are to practice honesty and sincerity in their conduct both with customers and the organization Customers and fellow employees of the organization are to be dealt with respect Members are to deal with customers and other staff with integrity. Dishonest ,Rude, offensive and ignorant behaviour is not to be tolerated Fraudulent activities are prohibited Customers are to be dealt with kindness and good manners. Offensive, rude and discriminatory behaviour is prohibited LOYALTY - whether you are dealing with regular clients or staff, you must be true yourself and the business by always providing the expected level of service, but it is

even better if you always attempt to exceed the expectations of others, as with TRUSTWORTHY

EXCELLENCE - the service and products that you provide to clients must be of the best possible standard at all times. It is essential that you have pride in the work that you do and attempt to always provide the same standard that you would expect, or even better, make it exceptional to ensure complete satisfaction. You should be aiming to ensure that any tasks that you perform for others meeting these same standards of performance

Adopted By The Board Of Directors Of The Company In Their Meeting Held On February 20, 2003 In Compliance With The Clause Viii(A) Of The Code Of Corporate Governance Inserted In The Listing Regulations Of All The Stock Exchanges Of Pakistan.
At PSL, we are committed to provide our guests with best quality product and services that meets their requirements and specifications, which consistently offer value in terms of price and quality. The Companys policy is to conduct business with honesty and integrity and be ethical in all its dealing, showing respect for the interest of those with whom it has relationship. The following specific guidelines are prescribed for PSL family:

OBSERVANCE TO LAWS OF THE COUNTRY:

The Company complies with all statutory requirements of the government agencies and believes in following all applicable laws including Labour, Corporate, and Environmental Protection etc. prevailing in the country. All employees are expected to familiarize themselves with laws and regulations governing their individual areas of responsibility, and not to transgress them.

CONFLICT OF INTEREST:

The activities and involvements of the directors and employees of the company do not conflict with the interest of the company. All acts and decisions of the management are motivated by the interest of the company rather than their own.

CONTRIBUTIONS:

No funds or assets of the Company should be contributed directly or indirectly, to any political party or organization or to any individual who either holds public office or is a candidate for public office.

FINANCIAL REPORTING AND INTERNAL CONTROLS:

The company believes in and fully adheres to the principles of reliability and credibility in its financial reporting and transparency in its business dealings.

QUALITY OF PRODUCT:

We are committed to dynamic growth and service excellence built upon our heritage of traditional hospitality. We strive to consistently meet and surp ass guests, employees and other stakeholders expectations. We feel pride in making efforts to position Pakistan in the forefront of the international arena.

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We continuously update ourselves with the changing needs of our guests and the business environment around. We ensure that every department is fully involved in implementing quality service and is following it. We take corrective measures wherever and whenever necessary to control the quality of service. We use those items that are most suitable for producing a high quality service.

MARKETING: market our service in a most ethical and professional manner by keeping the * We integrity of the company in mind. *
We continuously try to introduce new products and explore new markets to enhance our guests/ customer base.

PURCHASE AND PAYMENT:

We purchase materials that exactly meet our requirements and specifications and are priced appropriately. We gauge the market conditions and obtain quotations from various sources before finalizing our decisions.

Quality of product Standard of quality services and hospitality to be maintained at all time Compliance with international quality standards All members of the staff are to adhere to the quality standards maintained by the organization Any service or product falling short of the company quality standards is prohibited from usage