Scope
This document outlines the procedures and guidelines for recognizing and rewarding employees for exemplary performance and addressing violations of work discipline. This document applies to all employees and covers a few areas of reward types, approval process as well as communication of disciplinary measures.
1. Employee Rewards
At Hosteeva Armenia, we are committed to recognizing and rewarding employees who consistently demonstrate dedication and excellence in their performance. Here is the list of reward types available:
- Recognition for outstanding performance through sincere appreciation.
- Best Agents Rewards Program: monthly recognition of exceptional contributions based on information gathered from team leads based on KPI metrics. Names of top performers are published through internal communication channels to all Hosteeva employees. Additionally, these agents get small gifts (for example, gift cards, books, movie tickets, etc.) upon the announcement of the leaderboard.
- Requests for Recognition by Supervisor: in addition to regular evaluations, recognition requests can come from the board or customer reviews. Employees who go above and beyond are acknowledged and celebrated.
- Special Rewards Recognized: employees may be offered opportunities to manage special projects, receive certificates, gifts, and potentially extra days off. Special rewards may also be granted based on positive mentions in customer comments. Requests for additional days off can be made by the department head, with the HR committee reviewing and reporting to the Operations Director.
- One-Time Monetary Rewards: financial incentives are provided for significant personal milestones or special circumstances, including:
- marriage or birth of a child,
- loss of a parent or close relative,
- medical assistance for significant medical expenses, including credit arrangements spread across salary payments.
2. Approval Process
For the Best Agent rewards, each month, the HR Manager solicits nominations for the best-performing agents from team leads and provides them with gifts. Employees who are named Best Agent of the Month for three consecutive months receive a special, larger gift. Reprimands impact the selection process, and employees with a written warning are excluded from consideration. The selection is based on KPI monthly calculations evaluating various performance metrics, including productivity, customer feedback, and adherence to company policies.
Requests for additional monetary rewards are communicated to and reviewed by the HR committee. The Board approves rewards exceeding 200,000 AMD to ensure transparency and fairness.
3. Annual KPI-Based Bonuses
Employees are assessed annually (every 3 months) based on Key Performance Indicators (KPIs). Bonuses are be awarded based on this evaluation, reflecting individual achievements and contributions. This process is described much more in detail in a separate SOP
4. Violations of Work Discipline
To maintain a professional work environment, violations include but are not limited to:
- Improper performance and failure to fulfill job duties, neglecting responsibilities, or violating SOPs and policies.
- Insubordination or refusal to follow work-related instructions from supervisors.
- Immoral or indecent conduct inappropriate behavior at the workplace or with colleagues, guests, owners, or clients.
- Alcohol or consumption of illegal substances while on duty, excluding approved gatherings and quantities.
- Violation of Internal Labor Regulation Rules.
- Company reputation damage: actions that negatively affect the company's reputation, both inside and outside the office, especially when the employee is recognized as a company representative.
5. Disciplinary Measures
Employees who violate the abovementioned rules are subject to the following penalties
- Verbal warning: potentially communicated via email.
- A formal written warning/reprimand is documented with HR and kept in the employee’s file.
- Strict (final) written warning, a serious warning indicating potential consequences of ending employment.
- Demotion, reduction in salary, rank, job title, or responsibilities.
- Termination: two or more written warnings may lead to termination as per RA labor regulations.
6. Additional Procedures
Written Communication. All reprimands and warnings must be communicated via email and require hard copy documentation with signatures. All verbal warnings and SOP deviations are communicated in written form as well and need to be copied to HR Manager, Operations Director as well as employee supervisor.
Decision Making. Final decisions are made by the Team Leads, HR Manager, and Operations Director ( The HR Committee). The Operations Director has veto power on termination decisions if there is no consensus among the Team Lead, HR Manager, and Operations Director. In rare cases, the Board may be involved in decision-making as well.
HR is responsible for maintaining written reprimands logs in employee files.
Clarification Process: HR is responsible for communicating all decisions to employees with due process, all issues must be clarified in writing by the team lead before a final decision on warnings or other disciplinary action is made.