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Lusso Clean Washington D.C.

Our Culture: A Guidebook

All organizations and families have guidelines by which they live and behave. This guidebook outlines our culture as a company and the guidelines by which we must agree to work within the corporate office.

Our Culture: This Guidebook (“the Guidebook”) summarizes the employment policies and procedures in effect at Lusso Clean  Washington, D.C. (“Lusso Clean” or the “Company”). The Guidebook is effective immediately and is applicable to all Associates regardless of their date of employment. The Company may from time to time unilaterally modify, revoke, suspend, terminate or change any of the policies and procedures contained in this Guidebook, in whole or in part, in the Company’s discretion.

None of the procedures, policies or benefits outlined in this Guidebook is intended to confer any rights or privileges upon Associates or to entitle Associates to be or remain employed. This Guidebook is presented as a matter of information only, and does not create any legal or contractual obligation on behalf of the Company; it does not create property rights in an Associate’s job; nor is it an inflexible set of rules and regulations. Associates of the Company are “at will.” This means that employment is not guaranteed for any period of time, and can be terminated by either the Associate or the Company at any time, with or without notice, and with or without cause, for any or no reason.


Our Principles

Everything we do is guided by principles, which are inspired by timeless values.

Family: We treat our customers and Associates with the warmth and friendliness of an extended family.

Community: We commit ourselves to the idea of sharing and giving, and show care and responsibility for the environments where we operate.

Respect: We show the respect and courtesy to others that we wish for ourselves.
Humility: We serve ourselves by first serving others. We approach life with a sense of gratitude rather than entitlement.

Integrity: We will uphold the highest level of honesty and fairness in all our relationships.

Learning: We dedicate ourselves to constantly evolve our skills, our practices, our standards, and our technologies. We move forward by never standing still.

Ownership: We contribute to and take personal responsibility for the financial success of the Company.

Celebration: We delight in our successes and our individuality. Culture

Intuitive: We instinctively anticipate the needs and desires of others.
Refined: We are naturally gracious.
Engaging: We are passionately interested and involved in the world around us.


At the heart and soul of our culture and core philosophy is Relationship Hospitality. We recognize our customers’ individual needs and engage them with warm and genuine service delivered with passion and dedication on a daily basis. We recognize that true wealth originates from our relationships with guests, colleagues and the communities in which we operate.

Equal Employment Opportunity

Lusso Clean is firmly committed to the principle of equality in employment and opportunity. Lusso Clean will not discriminate on the basis of race, color, gender (including gender identity and gender expression), sex, age, religion, creed, ancestry, national origin, marital status, pregnancy, medical condition (including genetic characteristics) military or veteran status, physical or mental disability, sexual orientation, citizenship status, genetic information, or any other category protected by federal, state or local law. Discrimination and harassment based on a perception that anyone is in any of these categories, or is associated with a person who is perceived as being in any one of these protected categories, also is prohibited. Rosewood also makes reasonable accommodation for disabled applicants and Associates, provided such accommodations are not an undue hardship. All aspects of the employment relationship (including recruiting, hiring, training, scheduling, working conditions, compensation, benefits, promotion, discipline, termination, and treatment on the job) are subject to this policy. Any Associate who breaches this policy will be subject to disciplinary action, up to and including termination.

Accommodation of Individuals with Disabilities and Sincerely Held Religious Beliefs

To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, Lusso Clean will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an Associate, unless undue hardship would result. The Company also strives to provide reasonable accommodations for applicants’ and Associates’ sincerely held religious beliefs and practices.

Any applicant or Associate who requires accommodation in order to perform the essential functions of the job should contact Human Resources and request such an accommodation. The individual with the need for accommodation should specify what accommodation he or she needs to perform the job. If an applicant or Associate requests an accommodation, it is essential that the applicant or Associate participate fully in the interactive process to address the request. The Company then will review the request to identify the barriers that interfere with the ability of the applicant or Associate to perform his or her job. Lusso Clean will identify possible accommodations if any, that will help eliminate the limitation. If the accommodation is reasonable and will not impose an undue hardship, Lusso Clean will make the accommodation.

Additionally, suitable seating will be provided for positions that reasonably allow for seating. If an Associate believes his or her job reasonably allows for seating, and he or she does not already have a seat, the Associate should contact Human Resources.

Policy Against Harassment and Discrimination

Lusso Clean is committed to providing to all Associates and other individuals a work environment free from all forms of discrimination, including harassment, and free from retaliation of any kind. Rosewood will not tolerate any conduct which may constitute harassment or discrimination based on race, color, gender (including gender expression and gender identity), sex, age, religion, creed, ancestry, national origin, marital status, pregnancy, medical condition, military or veteran status, physical or mental disability, sexual orientation, citizenship status, genetic information, or any other category protected by federal, state or local law whether it is committed by Associates or third parties, including vendors, guests, customers, or suppliers. Lusso Clean will take reasonable steps to ensure that all Associates, staff, contractors, vendors, guests, and customers comply with this policy and to prevent harassment or discrimination from occurring in the workplace. Any Associate who engages in prohibited conduct that falls within the parameters of this policy will be subject to appropriate disciplinary action up to and including termination.

Every Associate is responsible for keeping the workplace free from all forms of harassment and discrimination. The most important step is to report any incident of harassment as soon as possible. All complaints must be reported to any manager, and/or to the Human Resources Department. All complaints will be promptly investigated and appropriate corrective action taken.

Retaliation for reporting harassment or participating in any investigation is strictly prohibited.

Sexual and Other Harassment

Lusso Clean also does not tolerate sexual or other types of harassment, bullying or discrimination, and takes all reasonable steps to prevent discrimination and harassment of any kind from occurring in the workplace.

Harassment may be visual, verbal or physical. Sexual harassment need not be based on sexual desire and may include unwanted sexual advances, or unwelcome visual, verbal or physical conduct of a sexual nature, when (1) submission to or rejection of such conduct is used as a factor in decisions affecting hiring, evaluation, promotion or other aspects of employment; or (2) such conduct has the purpose or effect of interfering with an individual’s employment or creating a hostile, intimidating or offensive work environment.

Prohibited harassment includes, but is not limited to, the following behavior:

• Verbal conduct such as epithets, derogatory jokes or comments, slurs or unwanted sexual advances, invitations or comments.

Visual conduct such as derogatory and/or sexually-oriented posters, photography, cartoons, drawings, gestures, sending or displaying inappropriate emails, visiting inappropriate internet sites, leering, or making sexual gestures.
Physical conduct including assault, unwanted touching, intentional blocking of normal movement or interfering with work because of sex, race or any other protected basis.
Threats and/or demands to submit to sexual requests as a condition of continued employment, or to avoid some other loss and offers of employment benefits in return for sexual favors.

Communication via electronic media of any type that includes any conduct that is prohibited by federal law or by company policy.

Sexual harassment is prohibited on the job whether it involves another Associate, a supervisor, guest, outside contractor, vendor, or any other third party, and also is prohibited outside of the workplace when it has an impact on the workplace.

Retaliation against an individual for reporting or threatening to report harassment is also prohibited.

Abusive Conduct

Rosewood also prohibits abusive conduct (also known as “bullying”) whether it is based on a protected category or not. Abusive conduct is defined as conduct, with malice, that a reasonable person would find hostile, offensive, and unrelated the employer’s legitimate business interest. Abusive conduct may include repeated infliction of verbal abuse, such as the use of derogatory remarks, insults, and epithets; verbal or physical conduct that a reasonable person would find threatening, intimidating, or humiliating; or the gratuitous sabotage or undermining of a person’s work performance.

Complaint Procedure

When possible and if the Associate is comfortable doing so, confront the harasser and ask him/her to stop.

Report the incident to Human Resources as soon as possible after the incident(s), providing details of the incident, names of individuals involved, and the names of any witnesses. It would be best to communicate the complaint in writing, but this is not mandatory. Associates are not required to report harassment to their direct supervisor. Associates who are aware of a fellow Associate being harassed should report the incident to Human Resources.

Managers and supervisors must report all harassment complaints or any harassment that they observe to Human Resources.

4. The Company will timely undertake a prompt, thorough, and objective investigation of the harassment allegations, conducted by impartial qualified personnel or an outside investigator.


The Company will conduct a fair, timely and thorough investigation that provides all parties appropriate due process and reaches a reasonable conclusion based on the evidence collected. Confidentiality will be kept by the Company to the extent possible. It is the obligation of all Associates to cooperate fully in the investigation process. The results of the investigation will be timely communicated to the complaining Associate, to the alleged harasser and, if appropriate, to others directly concerned as promptly as possible after receiving the complaint. If the Company determines that harassment in violation of this policy has occurred, appropriate remedial measures will be taken in accordance with the circumstances involved in order to prevent further harassment from occurring. Any Associate determined by the Company to have violated this policy will be subject to appropriate disciplinary action, up to and including termination. A Company representative will advise the complaining person of the results of the investigation.

No Retaliation

The Company will not retaliate against any Associate or individual for filing a good-faith complaint, or cooperating in the investigation of a complaint, and also will not tolerate or permit retaliation of any kind by management or co-workers. Any Associate who engages in retaliation will be subject to discipline, up to and including termination.

The Company encourages all Associates to report any incidents of harassment forbidden by this policy immediately so that complaints can be quickly and fairly resolved. Associates also should be aware that the federal Equal Employment Opportunity Commission investigates complaints of prohibited harassment in employment. An Associate who believes he or she has been harassed, discriminated against, or retaliated against for making a complaint or resisting harassment or discrimination may file a complaint with the EEOC.

At-Will Employment Status

Lusso Clean employs Associates on an at-will basis. Employment at-will means that the employment relationship may be terminated, with or without cause and with or without advance notice at any time by either the Associate or the Company. Nothing in this Guidebook shall limit the right to terminate at-will employment. No manager, supervisor, or Associate of Lusso Clean has any authority to enter into an agreement for employment for any specified period of time or to make an agreement for employment on other than at-will terms. Only the Director of Human Resources of Managing Director has the authority to make any such agreement, which agreement will only be binding if it is in writing.

Immigration Compliance

The Company is committed to full compliance with the federal immigration laws and will not knowingly hire or continue to employ anyone who does not have the legal right to work in the United States. Upon hire, all Associates are required to complete the Employment Eligibility Verification Form I-9 and provide documentation verifying their identity and legal right to live and work in the United States. Any changes in an Associate’s work authorization status must be promptly reported to Human Resources.

Introductory Period

As soon as employment commences, each Associate will begin a 90-day integration introductory period. These 90 days give the Associate and the Company a chance to determine whether initial expectations will be met. During the 90-day period, the Associate’s supervisor will communicate with the Associate on a regular basis regarding performance. In the event that there are areas of improvement needed, the introductory period may be extended so that the supervisor can observe the Associate’s performance in the areas needing performance improvement. As the end of the 90-day introductory period nears, the supervisor will conduct a performance appraisal. Employment during the 90-day introduction period, and after successful completion of the introductory period, remains at-will.

Training and Development

Lusso Clean Washington, D.C. encourages each associate to be their best and is committed to assisting in professional development. Training and career development ensures each associate is better equipped to serve our customer. This results in job enrichment, personal growth and enhancement of individual career development. Throughout the year, training is conducted and may include guest relations, emergency response, departmental skills and any changes in your work processes/standards.

Performance Appraisals

Supervisors will coach and evaluate Associate’s job performance by giving regular feedback and suggestions. A formal performance appraisal usually will take place once a year. During the annual performance appraisal, Associates will be given feedback on performance, job skills, cooperation with fellow Associates, responsiveness to customers, safety record, attendance, and disciplinary record if any. Evaluations will be kept in the Associate’s personnel file and used for future employment decisions such as transfers and promotions.


Lusso Clean encourages all Associates to realize their full potential. Lusso Clean tries to promote from within; therefore, when there is an opening within Lusso Clean or within the Lusso Clean  family, internal candidates who have excellent skills, attitude, and qualifications will be considered first. Available positions within the Company will be posted in Lusso Clean intranet website.

Decisions to promote will be based on the Associate’s entire employment record, including skills, performance, cooperation with colleagues, efficiency, attendance record, experience, responsiveness to internal and external guests, disciplinary record and safety record.


Available positions within the company will be posted on the bulletin board by the associate entrance. After you have been in a position for at least 6 months, you are eligible to apply for a transfer within the company. If you are interested in any posted positions, please inform your Department Head of your intention to apply, and to obtain a Request for Transfer/ Promotion form (which also may be obtained from Human Resources). Following an approval of your written request by your Department Head and Division Head, your request will be forwarded to the hiring department along with any documentation required as part of your application.

To be considered for a departmental transfer, an associate must: Consistently meet performance standards.
Meet all job qualifications for the new position. Interview with the appropriate manager(s).

Have good job performance and attendance records in present department.

Have been in current position at least six (6) months (the six (6) months may be waived if the hotel requests the transfer).

Associates selected for the new position are transferred at the regular rate of pay for the new position and are subject to a 90-day introductory period in that position. Original hire dates are maintained for benefit purposes, but departmental length of service and job classification is based on date of transfer.

Available positions within the Company will be posted on the website.

Associates are eligible to apply for a transfer with Lusso Clean after being in a position for at least 12 months.

Once the Associate has identified a position within the company ,the Associate should inform his or her Department Head of their intention to apply and obtain a Request for Transfer/Promotion form. Following approval of the Associate’s written request by his or her Department Head, Division Head, and the Corporate or Director of Human Resources, the Associate’s request will be forwarded to the hiring department along with any documentation required as part of the application.

The procedure after this point will vary depending on the role, location, immigration requirements and/or the property concerned. Associates will receive full details of the procedure upon application for transfer. Associates with questions regarding the transfer procedure, please contact Human Resources.

Associate References

The only information that Lusso Clean will provide to anyone making an inquiry about an Associate’s employment (or that of any current or past Associate) is: confirmation of employment, date hired, and position held. Associates must provide written authorization if he or she would like to have any other information discussed or disclosed (such as rate of pay).

Other Employment

Associates are free to have outside employment and activities, as long as they do not affect work efficiency, attendance, or result in a potential or actual conflict of interest. Associates will be expected to give up any outside employment or activity if it adversely affects their work. If in doubt, Associates should obtain permission from either their manager or Human Resources in advance.

Associates who already have secondary employment that is joining Lusso Clean must advise their Manager or Human Resources during induction.

Personal/Social Relationships In The Workplace

The company has no desire to interfere with the private lives of its associates or their off-duty conduct. However, where such conduct impacts the work environment or a fellow associate in a negative manner, the company reserves the right to take whatever action is appropriate, at its discretion, to protect its interests.

All associates should consistently maintain professional and business-like relations with associates and all customers at all times. With the exception of company-sponsored functions, fraternization with customers is not allowed. The intimate or social relationships between non-management associates will be addressed only when and if they create work environment issues.

All managers are responsible for maintaining a professional business environment. A personal, non-working relationship between individuals who have a direct or indirect supervisory relationship is highly inappropriate. If such a situation develops, each involved associate must communicate this fact, in writing, to his or her manager so that a transfer or reassignment may be considered for either party.

The company reserves its right to terminate either associate if the circumstances are deemed appropriate in its sole discretion. Failure to follow this standard is considered serious misconduct and may result in disciplinary action, up to and including termination.


Customer and Employee Relationships


Socializing with Customers

You should always be friendly, courteous, and helpful to customers while never becoming personal. Socializing with guests is not appropriate. If you have friends or family as customers, you must have authorization from your manager prior to visiting with them.

Also, it is against policy to ever disturb our customers by requesting autographs, photos, or in any other way compromising their privacy.


Non-Solicitation Agreement


When a client enters into an agreement or books any services with Lusso Clean, the client understands that they will pay a [$100,000] training fee to Lusso Clean if they engage in a working relationship directly with any employee of Lusso Clean. Customers are not allowed at any time to exchange information with any of our team members for any reason. Employees are not to seek employment or similar competing job opportunities from customers. Customer you may request monthly recurring services with the same cleaner. However, if this behavior is found all necessary actions will take place including the termination of employment and fines due to Lusso Clean will be sought after.


Our customers acknowledges and agrees that the employees of Lusso Clean who perform the services are a valuable asset to Lusso Clean. Client shall not solicit, whether directly or indirectly, the employment of any Lusso Cleans employees without the prior written consent of the company. The client agrees and recognizes that Lusso Clean does not tolerate client and employee relationships and will take legal action against the client if this occurs. If the Client violates this Section, the parties agree that the Client shall pay to Lusso Clean the sum of one hundred thousand dollars ($100,000) as liquidated damages. The parties further agree that precise monetary damages for Client's violation of this Section would be difficult to ascertain and that the foregoing sum represents a fair and conservative approximation of the cost of recruitment, hiring, and training that would be incurred by Lusso Clean.

Workers Safety


If for any reason during the cleaning a cleaner of Lusso Clean feels that their safety is in danger enough to leave the job site due to actions by the client, members of the family, client’s guests or animals, the client will be liable for the full cost of the service. All workers are trained to walk behind customers at all times during all tours for their safety, customers are asked to honor this rule. If the customer insists to walk behind the worker, cancellation of service may be granted to the cleaner if safety is the concern. If the home is large enough and requires more than one cleaner, customers are not allowed to walk alone with one cleaner during tours, instead, both cleaners must take both tours before and after the job is completed.


Cleaners must beware of one another’s location at all times. Each cleaner is required to be able to hear the voice of their coworker at least 5 to 10 minutes in between cleaning areas of the home. This will result in frequent name-calling throughout the service being provided. This is highly recommended by our training team if there are only two cleaners in a home larger than 2,000 square feet.

Respecting personal space

Customers are asked not to follow our cleaners around during the performance period. Although they are professionals, they are human beings with emotions and may become nervous because of these actions. If you are walking around your home inspecting your home while they are working this can cause them to become emotionally distracted and ultimately cause them to do a poor job. Checking up on their work and asking them questions such as "Have you cleaned this area, or have you cleaned that? " is not tolerated at Lusso Clean. All customers are allowed up to 20 minutes to take a final tour around the home at the end of the completed service. If any area was not fully cleaned or was forgotten the tour is the time to point it out not during the cleaning. If our office is notified that this type of behavior is taking place after the first notice, we will immediately cancel the cleaning and you will be charged full price. We valued the well-being of both you and our team and believe in positive business.


The Roaming customer 

 We ask that all members of the home either leave the home until the cleaning is complete or stay in one room or area of the entire home. This allows the cleaners to clean without distractions, also it allows the cleaner to know what was cleaned and what wasn’t. If the family of the house continues to walk around while the cleaning takes place, they are more than likely to track dirt and dust along with them back to the area that was cleaned. Wet floors are at no time allowed to be stepped on if this happens the cleaner will not go over the same spot. Our cleaners are trained not to go over the same places if they have cleaned it already.  If the cleaner is mopping the floor and the customers child is running around let the customer know that the child is likely going to slip and fall. If the customer does not fix this issue let your supervisor know.


Respecting the customer's space

To avoid any mishaps or unwanted encounters we strongly encourage our team to respect customers' space and contact with the body. The same goes for cleaners’ personal space, we ask all customers to keep a respectful distance between the two.  This protects both you and the customer, and Lusso Clean from unwanted legal actions. Employees are not allowed to hug customers only shake hands if the customer allows. All workers and cleaners when visiting homes are to walk at a respectful distance behind or beside the customer while they are taking their tours. If the stairways are narrow allow the customer to walk ahead of you at least 4-5 feet. 


Customer Emotions


We operate in love and peace because that’s the way we believe works best. If a customer isn't feeling well and believes they would like to try another day. We care about our customer's well-being as well as ours and would not like our team to receive backlash from an upset customer. If the customer believes their service is being provided incorrectly, please contact us and we will fix the issue immediately. However please do not try to fix a customer's issue if you are not in a position to do so. Even if you are in the position please contact the head of housekeeping to make the final decision. If at any time the customer is being rude and does not want to calm down , walk out of their home immediately for your safety and leave the neighborhood.

Customer Domestic Violence 

If at any time you are inside a customer’s home or office and either a physical or verbal altercation erupts leave the area immediately for your safety. Especially inside someone personal home, you do not know where weapons are inside the home and you are never safe . You also can not define a persons mental state just by looking at them all the time so don’t ever tell yourself they are harmless I will stay and continue my job. 


​Pets and Children in the home 


Distracted Workers 


​The cleaners need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning customers homes. This includes children and pets. In the event the cleaners are not able to work without distractions that affect their ability to work at their normal speed, Lusso Clean reserves the right to cancel the job or reschedule



​Children of our customers


​Children are to remain with the parent or guardian at all times during the cleaning. If the customer is a loyal customer with recurring services, this may not be as easy to follow if the maids are around at specific times of the day. However, we strongly recommend keeping the children in one room or one area of the home with you while the cleaning is being provided. This is in place to protect your child from harm caused by chemicals or freak accidents during cleaning or any other service.


Gambling or engaging in gambling or betting activities is not allowed.

Employment Records

It is imperative that your employment records are accurate. Each associate is responsible for notifying Human Resources of any changes in any of the following: Name, address, telephone number, emergency contact information, marital status, tax deductions, etc. A status change form must be completed and signed by you to make the change to your file.

Package Pass and Package Inspections

Personal bags including purses or wallets are not allowed inside customers' homes or inside company vehicles.

Any package or item of any kind (including flowers) leaving any customer's property is subject to inspection. All associates who wish to remove any item of any kind from a property, including items believed to be discarded, must FIRST fill out a package pass AND obtain an authorized signature from their manager.

Tote bags, purses, other handbags including but not limited to shopping bags. If you do not agree with a request for inspection, you may be subject to disciplinary action up to and including termination. Failure to complete the package pass and to obtain all signatures BEFORE presenting the pass as stated and failure to comply with the policy for removal of items/completing package pass is grounds for immediate dismissal. 


If for personal reasons you decide to resign, a two-week notice is requested so a replacement can be found. This act of courtesy will be entered on your employment record and reflected in consideration for rehire status with the company.

You are encouraged to participate in an exit interview before receiving your final paycheck. The purpose of this interview is to obtain your final, overall opinion of the companies standards and practices. Before receiving your final pay, you are required to turn in your uniforms (if applicable), carts, chemicals, equipment, keys or other material belonging to the company.

It is a standard of the company not to rehire an individual who was discharged for cause. A former associate who voluntarily left the employment may be considered for rehire based on his/her past job performance, the companies needs, and the circumstances surrounding the associate’s separation/departure.

Please be sure to provide Human Resources with a forwarding address upon separation for future correspondence such as W-2’s, 401(k) correspondence, etc.

Business Ethics

Lusso Clean believes in conducting business in a lawful and ethical manner. Each Associate shares the responsibility to protect and strengthen our hard-earned reputation. It is essential and expected that we will maintain and exhibit the highest standards of integrity and honesty in all our dealing with customers, business partners, distributors, suppliers, lenders, investors, Associates, neighbors and governments.

Conflicts of Interest

All Associates have a duty to be entirely free from any conflicting interests when they represent Lusso Clean in any business dealings or when they make any recommendations that may influence the action of the Company. An Associate’s private interests may never conflict with, or reasonably appear to conflict or interfere with the interests of the Company, its programs or its clients, and Associates must avoid even the appearance of impropriety.

Each Associate must make prompt and full disclosure in writing to his/her manager of any potential situation that may involve a conflict of interest. Such conflicts could include, but are not necessarily limited to:

Ownership by the Associate or by a member of their family of a significant interest in any outside enterprise that does or seeks to do business with the Company;
Serving as a director, officer, partner, consultant, or in a managerial or technical capacity with an outside enterprise which does or is seeking to do business with the Company;
Acting as a broker, finder, go-between, or otherwise for the benefit of a third party in transactions involving or potentially involving the Company or its interests;
Any other arrangements or circumstances, including family or other personal relationships, which might dissuade the Associate from acting in the best interests of the Company.
Employment with any other company or organization that has interests directly adverse to Rosewood.
Use of Company property (such as office supplies, kitchen equipment, food supplies, computers, telephones, fax machines, and copiers) for non- Company work.

Engagement in other employment or personal activities during work time at Rosewood. Associates who believe that they may have a conflict of interest or have questions regarding this policy should contact Human Resources. In addition, Associates who are concerned that the Company is in any way conducting itself in an unlawful or unethical manner should contact Human Resources.

Notice Board

There are notice boards located in the Associate entrance. The notice boards will give Associates further and “hard copy” information relating to their jobs and working environments such as Career Opportunities, New Associates, Associate of the Month and other Associate Awards, Associate Activities, and Community Activities.

Department briefings

In some instances, your department will hold regular briefings. These are held at the discretion of the department manager and are usually mandatory. Notices indicating the time and place of the meetings are posted within the department's online platform, usually seven (7) days in advance.

Open Door Policy

 It is important to the Company to work out any disputes and to return to amicable and productive workplace relationships as soon as possible. Our open-door policy is designed to address problems or complaints of Associates through honest and direct communication.

Associates may voice a problem, question, or concern without fear of negative repercussions. Associates will be treated with courtesy and to the extent possible; the problem will be handled confidentially. The following steps constitute the grievance & arbitration procedure:

Step 1 Associates should discuss the matter informally with his or her immediate supervisor.

Step 2 If the problem is not solved in Step 1 or the Associate does not feel comfortable addressing the concern with their immediate supervisor, the Associate may file a written complaint with the Human Resources office. Whenever possible, written complaints should be filed within 14 days after the problem occurred.

Step 3 The Director of Human Resources will conduct an investigation concerning the complaint within 7 days.

Step 4 The Director of Human Resources will provide the Associate with a written decision within 7 days of the close of the investigation.

Step 5 If the Associate is not satisfied with the written decision, the Associate may appeal to the Managing Director within 14 days after Step 4. The Managing Director will meet with the Associate and give a written decision on the appeal within 14 days after the meeting.

Step 6 If the Associate is not satisfied with the written decision of the Managing Director, the Associate may appeal it through mediation (at the Company’s option). OUR STANDARDS

Customer Service

Each Associate should have dignity and a sense of pride and satisfaction in his or her job responsibilities. Because customer satisfaction depends on our united efforts, Associates will be most successful when they work cooperatively with other Associates and when they respect the contributions and importance of those who work around them.

Customer  Confidentiality

Associates have a duty to handle all Lusso Clean business information with care and diligence; this includes respecting the privacy of our customers both at the corporate level and at the property level.

We work towards ensuring that our customers have complete confidentiality when they are investing with us. Therefore, under no circumstances should an Associate discuss any issues relating to customers when outside the homes, corporate offices, or to anyone other than a fellow Associate who requires the use of this information.

Any customer conversations overheard should in no way be repeated to any persons outside the corporate office or to other Associates, unless it is in the interests of Lusso Clean.

Should an Associate be asked any questions by the media or any other person concerning customers, the media representative should be directed to the Director of Corporate Communications. Associates should not comment on any of their questions.

Drug and Alcohol Policy

Lusso Clean recognizes that its future is dependent upon the physical and psychological health of all of its Associates. The misuse and abuse of drugs and alcohol pose serious threats to both the Company and its Associates. It is the responsibility of both Lusso Clean and its Associates to maintain a safe, healthy, and efficient work environment. In acknowledgment of a recognized concern regarding drug and alcohol abuse, Lusso Clean seeks to develop and maintain, with the cooperation of its Associates, a drug-free and alcohol-free work environment. In order to achieve this goal, Lusso Clean  has adopted the following policies with regard to the use, possession, transfer, and sale of drugs or alcohol by its Associates.

Pre-Employment Screening

In order to be eligible for full-time, part-time or casual employment, a candidate must have passed a drug test conducted by a physician or clinic selected by the Company, at the Company’s expense. This pre-employment screening also applies to Associates re-hired after having left their employment for more than 30 days.

Test results will be reported to the Human Resources Department on a confidential basis, and any information released by Human Resources will be strictly on a need- to-know basis.
Use, Possession, Transfer, or Sale of Drugs or Alcohol Illegal Drugs

The use, possession, transfer, or sale of any illegal drug (including medical marijuana) by any Associate while on Company premises or while engaged in Company business is prohibited. Being under the influence of an illegal drug while on Company premises or while engaged in Company business also is prohibited. The term "illegal drug" means any drug that is (a) not legally obtainable without a prescription; or (b) legally obtainable but has not been legally obtained. The term, therefore, includes, but is not limited to, the non-prescribed use of marijuana, cocaine, narcotics, opiates, opium derivatives, hallucinogenic substances and any other substances that have either a stimulant or depressant effect on the central nervous system such as amphetamines or barbiturates. Any Associate who violates this policy is subject to immediate discharge.

Legal Drugs

Except as provided below, it is prohibited for any Associate to be under the influence of or use any legally-obtained drug while on Company premises or while engaged in Company business that may affect or impair the safety of co-workers or members of the public, the Associate's job performance, or the safe or efficient operation of Company business. The term "legal drug" includes legally-obtained prescribed drugs and over-the-counter drugs that are being used for the purpose for which they were prescribed or manufactured. However, because marijuana is illegal under federal law, it is not considered a legal drug under this policy (unless and until it becomes legal by prescription under federal law and not just applicable state law).


Except as provided below, it is prohibited for any Associate to be under the influence of or use alcohol while on Company premises or while engaged in Company business. The only exceptions to this rule are specific exceptions for managers for very limited circumstances such as supervised wine-tasting or entertainment of clients within the scope of an individual’s job duties, in which case such consumption must be in moderation and responsibly. Except as specifically permitted by Company management, consumption of alcohol on Company premises is strictly prohibited. Any Associate who violates this policy is subject to immediate termination.

Associates' Reporting Requirements - Legal Drugs

An Associate who has been informed by his or her physician that the Associate's use of a legal drug may present a safety risk or affect job performance is required to report such drug use to his or her supervisor or Human Resources. Supervisors who are aware of such a situation are to notify the Director of Human Resources and Managing Director immediately, but will otherwise keep the information confidential. If the Company determines that an Associate's use of a legal drug adversely affects the Associate's job performance or poses risks to the safety of the Associate or others, the Company may require the Associate to go home and/or take a leave of absence or comply with other appropriate action determined by the Company management.

Reasonable Suspicion/Post-Accident Testing

The Company may require a blood test, urinalysis, or other drug/alcohol screening of those persons reasonably suspected of using or being under the influence of a drug or alcohol or where circumstances or workplace conditions otherwise justify it (including possible post-accident testing where drug/alcohol use likely contributed to the accident), consistent with applicable state law.

Any violation of the above policies may result in immediate discharge.
Associate Entrance

All associates are required to enter and exit the hotel through the associate entrance. Do not enter the work area or hotel premises more than 30 minutes prior to the beginning of your scheduled shift. You must leave your work area no more than 30 minutes after the end of your shift. Entering or leaving the hotel by any access other than the authorized associate entrance/exit unless required to do so, is cause for disciplinary action, up to and including termination.


All Associates are essential members of our team, and teamwork is at the very heart of our organization. Thus it is important that all Associates be prompt and have regular and reliable attendance, as tardiness and absences place an unfair burden on those who work around you and impact the quality of our service to our guests.

If an Associate is unable to work for any reason they should call their supervisor at least two hours prior to their scheduled reporting time if possible. If the Associate’s supervisor is unavailable, the Associate should leave a voice mail message and inform PBX of their absence. The Associate should then make every effort to speak with their supervisor directly as the Associate is responsible for proper notification of their absence. Failure to do so can result in disciplinary action, up to and including termination for an excused absence. Text messaging is not an appropriate means of notification. If the Associate’s absence extends beyond one day, the Associate will need to contact their supervisor daily unless other arrangements have been made.

If an Associate is absent due to illness for more three consecutive days, the Company may require a statement of release to work from their physician.

Excessive absences (except for approved leaves or absences protected by law) and/or failure to follow the notification procedures above may result in disciplinary action up to, and including, termination. If an Associate fails to notify their supervisor of their absence for three consecutive days, Rosewood will consider the Associate to have voluntarily resigned their employment.

Arrival more than five (5) minutes later is considered tardy. Associates must follow the call in procedure above to advise their supervisor of late arrival times. Providing notice to the Associate’s supervisor is required, but does not excuse tardiness. Excessive tardiness is grounds for discipline, up to and including termination.

No call/no show is defined as note reporting to a scheduled shift without proper notification to your manager. A documented warning will be issues in accordance with the progressive disciplinary policy for each occurrence of excessive absenteeism and/or each occurrence of a No call / no show.

Work Hours

All Associates will be expected to work the schedule set by or agreed upon with their supervisor. The Company reserves the right to ask an Associate to adhere to a more traditional schedule if, for any reason, it is felt that the alternative hours are not conducive to our work environment.

Personal Appearance

We are all representing the Company and therefore it is important that we present an appearance in accordance with good taste, appropriate to a business atmosphere. While our dress policy is not intended to be restrictive, there are certain guidelines that we are asked to follow. If there is ever any question, please direct that query to Human Resources.

We adhere to a business dress policy. General attire guidelines are:

Men: Business suits with buttoned-down shirts and conservative ties. Dress shoes are required. Sandals, peep-toe, and flip-flops are prohibited.

Women: Suits, business dresses, or business separates (slacks, skirts, blouses, cardigans) are required. Suits must have a coordinated or matching jacket. Jackets must be worn in all guest areas. Sandals, peep-toe, and flip-flops are prohibited.

Uniform Associates:

At no time should an Associate wear suggestive attire, jeans, athletic clothing, shorts, sandals, T-shirts, or any other items of casual attire that is clearly not business attire. The Company believes that it's existing personal appearance standards are sufficiently flexible to accommodate reasonable dress or grooming requirements arising out of a bona fide religious belief, gender identity or expression, or medical necessity. Nevertheless, Associates who believe they have a bona fide religious, gender identity related, medical, or other substantial need for relaxation or exception to this policy should address the matter with Human Resources.

It is essential for our associates to present a professional, well-groomed appearance in relation to good hygiene. All associates are required to follow the dress and grooming standards established by the company. Please take pride and great care in your personal appearance. It is important that you project a polished, well-groomed image in your overall appearance. Associates who require a uniform are issued a uniform and must wear a clean, pressed uniform each day. Please care for these uniforms as you would your own clothing. Repeated loss or extensive damage to a uniform could result in disciplinary action, up to and including termination.

Uniform Standards

Uniforms must be:

Worn at all times while on shift. Clean and freshly laundered.

Free of odors or stains. Including odors from drug use or poor body odor. Free of rips, holes, or tears. Properly fitted. Specified sock color only.

Uniformed female associates are required to wear hosiery at all times if wearing skirts or dresses.

Undergarments cannot be visible through the uniform.

Do not carry telephones, personal pagers, combs, or other large items. These must be kept in your locker.


Shoes must match your job position. You must wear shoes that do not have logos or any symbols on them at all. Shoes must be in the colors black or brown according to your department.

Shoes, heels, and soles are to be in good condition, cleaned, and polished at all times.

For uniformed associates, the color and type of shoes permitted will be specified for your department. Only shoes that are approved for the department are allowed. Some departments may require non-slip or safety shoes.

General Hair Standards

Hair must be neat, conservative, clean and in place throughout the day.

Hair color must be a “natural color” defined as one that could be grown naturally (though not necessarily the natural color).

No unnatural colored streaks or sparkles in hair.

Hairstyles should not be distracting, obtrusive, or colored eyes.

No excessive gels or lotions in hair (hair must not look wet). Hairstyles should be conservative.

Distinct weighted lines or shaven styles are not acceptable.

Bangs must be above the eyebrow.


Acceptable hair accessories (not wider than one inch), a small bow, clip, barrette or ponytail.

Hair accessories must be a solid color (brown or black) and match the uniform attire.

Gold, silver, or pearl barrettes are also acceptable. Trendy or faddish hair accessories are not acceptable.

Long hair must not fall across or into the face. 

Braids must not exceed a half-inch in width and must be styled close to the head unless it is a single hanging braid or French braid.

If braids are longer than shoulder length, they must be pulled back into one unit. Long braids must not fall across or into the face.

Braided bangs must be pulled off the forehead if they touch the eyebrow.

Braids must be neatly maintained.

No beads or trinkets in hair.

Hair must be neat, clean, and well-groomed at all times.

Beards are acceptable. Sideburns may extend no lower than mid-ear, with no flared or “mutton chop” sideburns. Mustaches must be neatly trimmed and may not extend below the upper lip.

The face must be clean-shaven at all times (except as above). Unless a medical condition exists and supported by a doctor’s notice.

Goatees are acceptable.

Mustaches must be grown during time off from work. If worn, the mustache must not extend past the corner of the mouth and must be neatly trimmed with all hair being the same length.

Absolutely No Make up


Keep fingernails neatly trimmed and moderate in length (no longer than 0.5 inches). Fingernail jewelry, decoration, or designs are not allowed. 

Personal Hygiene

Pay special attention to your daily personal hygiene: brush your teeth, use deodorant, keep your hair clean and your scalp shiny, shower, etc. If you use perfume or cologne, use it in moderation.

No form of jewelry is allowed

Thumb rings are NOT acceptable. Anklets and ankle bracelets are unacceptable. A maximum of one (1) bracelet and/or watch only per arm. Braided, string, fabric or cloth bracelets or necklaces are not acceptable.

Body art, earrings/body piercings

Visible facial tattoos and/or body art are not allowed and must remain covered in an approved manner at all times during working hours. Visible body and ear piercings other than the ear lobe (including the tongue) are not allowed and must be removed during working hours.

Earrings are not acceptable.


Earrings are not acceptable.

Gum chewing/Toothpicks

Gum chewing is NOT permitted anywhere on the jobs. Use of toothpicks is only allowed in the Associate dining room.

While these standards are not all-inclusive, if you display an unprofessional appearance, you will be counseled. If the violation is not corrected, you will be subject to disciplinary action, up to and including termination. Our appearance and dress standards may change as the need arises. It is everyone’s responsibility to consistently meet the companies standards as well as the standards set forth in your specific department(s). The company will make accommodations to these dress and grooming standards for sincerely held religious beliefs or medical reasons.

Cash Shortage

If your job requires you to handle cash, you will be trained on how to handle overages and shortages of these funds. You are solely and exclusively responsible for your cash drawer. Cash drawers are audited in the presence of another associate.

Cash shortages or other irregularities will be investigated and may result in disciplinary action, up to and including termination. Cash handling associates must sign a detailed policy on cash handling procedures and those issued a bank must sign a bank contract form.

Access Cards
Associates will be issued with building access cards upon commencement of employment.

Lost building access card may result in a charge to replace the card. Please report lost cards to Human Resources immediately so a replacement card can be issued.

Lock box codes

Our customers trust us to protect their homes by protecting codes and keys provided for the use of entering their homes during work hours only. If your position requires you to obtain a code or a key belonging to our customer. You will be held fully responsible for any activity that violates this policy. I f any situation occurs during work hours that involves burglary of our customers home or business property you will be held fully responsible. If the situation involves your key or a copy made of that key, you will be held responsible. If the situation involves your lock box code, you will be held responsible.

Personnel Records

Associates will be expected to keep their supervisor and the Human Resources Department up to date on any changes in name, address, telephone number, emergency contact, work authorization status, marital status, number of dependents, insurance beneficiaries and training courses completed. Changes should be submitted in writing.

Lusso Clean maintains a personnel file for each Associate. The files are confidential and maintained by Human Resources. Associates or their authorized representative may view or copy your personnel file by submitting a written request to Human Resources. Associates may not alter or remove any document contained in their personnel file.


For Associate protection, and to avoid any disruption in the workday, Associates should refrain from soliciting one another for social, charitable or other organizations or distributing any written materials during working time (which does not include meal or rest breaks) and in work areas. Solicitation of an external guest at any time for any purpose is inappropriate and not tolerated.

Solicitation and distribution of written materials by persons not employed by Lusso Clean is prohibited at all times on company premises.

Any violation of these rules may result in disciplinary action. Smoking

Associates are not allowed to smoke or use any tobacco products in any area of any work place. This applies to electronic cigarettes as well as vaporizers. Use of tobacco products is allowed only in the designated associate smoking area outside of any workplace, by the associate entrance. Associates are NOT allowed additional break time to smoke.

Telephone Calls

Personal telephone calls should occur only during break times, except in cases of emergency. Although we recognize that there will be instances when personal calls are necessary, they should not be excessive, should occur only during breaks, and should not interrupt the normal flow of work.

All personal cellphones should be switched off and put on silent or vibrate before commencing work. During working hours, the use of personal cellphones is prohibited throughout the building. Personal cellphones may be accessed when on a break away from an Associate’s work area.


All Associates are responsible for exercising reasonable care in the protection and security of our customers (both internal and external), buildings, equipment and supplies.

In keeping with this, each Associate should adhere to the following guidelines:

No discussions regarding who is staying at the hotels or their room numbers shall be shared outside of the Company at any time under any circumstances.
No information regarding a fellow Associate’s name, address, phone number, etc. should ever be given out.
Lusso Clean  will not assume responsibility for any loss of personal valuables brought to the workplace. Associates should secure their valuables in a safe place when it is necessary to bring them to the workplace.

Resignation and Termination of Employment

Employment with Lusso Clean is at-will. Although Associates are free to resign at any time and for any reason, it would be appreciated if Associates give a minimum of two weeks' notice when they plan to resign from their employment. Failure to give such notice may affect eligibility for rehire. Notice is to be given to their supervisor in writing. Associates who resign will not be allowed to take vacation days or optional holidays during this notice period without prior approval or agreement.

Upon termination of employment, Associates must return all Lusso Clean property, including without limitation, identification cards/badges, parking passes and access cards, keys, equipment, uniforms, and this Guidebook. Associates will also be requested to participate in an exit interview.

Any exception to this policy must be approved in advance and in writing by the Corporate Human Resources.

Proprietary, Trade-Secret and Confidential Information

All Associates, both during their employment with the Company and after leaving the Company must keep in confidence and trust all proprietary, trade-secret and/or confidential information and not disclose, use or induce or assist in the use or disclosure of any proprietary, trade-secret and confidential information without the Company’s express written consent.

“Proprietary information” includes information that:
Is not known by actual or potential competitors of the Company or is generally unavailable to the public;
Has been created, discovered, developed, or otherwise become known to the Company or in which property rights have been assigned or otherwise conveyed to the Company; and has material economic value or potential material economic value to the Company’s present or future business.

“Confidential information” includes:

Information relating to customers,vendors, suppliers, and consultants, including, but not limited to, contact information, personal credit information (PCI), preferences, orders, product usage, product volumes, pricing, promotions, sales activity, contract terms, and contract expiration dates;
Financial information (such as profit margins, budgets, projections, sales, forecasts, cost of goods, and financing sources);
Recipes, food and or beverage costs, food or beverage specifications;
Strategic business information (such as market share, current customer information, potential customer information, pricing and cost data, strategic partner data, business methods, technical know-how, and other intellectual property of the Company);
Private Associate records (such as personnel files, wage records, contact information, and medical information);
Marketing information (including customer lists, sales and marketing plans);
Research and development materials;
Information relating to business plans, business planning, strategies, expansion planning, legal policies and procedures, ongoing legal matters;
Computer programs, source codes, data bases; and
Information concerning the personal business or affairs of Company

Associates, owners, guests, and customers.

Disclosure of proprietary, trade-secret, or confidential information without the Company’s express written consent may result in disciplinary action, up to and including termination, and also may result in legal action where appropriate. The obligation to maintain the confidentiality of proprietary, trade-secret and confidential Lusso Clean information extends beyond an Associate’s separation of employment, in accordance with state law.

Except as directed by Lusso Clean , Associates must not duplicate or otherwise copy any proprietary information or confidential information. Upon separation of employment, or at the request of the Company, Associates must return all proprietary information, trade secret, or confidential information in their possession.

Notwithstanding the foregoing, pursuant to the Defend Trade Secrets Act of 2016, an Associate may not be held criminally or civilly liable under any Federal or State trade secret law for the disclosure of a trade secret that: (a) is made (i) in confidence to a Federal, State, or Local government official, either directly or indirectly, or to an attorney; and (ii) solely for the purpose of reporting or investigating a suspected violation of law; or (b) is made in a complaint or other document that is filed in a lawsuit or other proceeding, if such filing is made under seal.

Further, the Company will not retaliate against any Associate in any way for disclosure made in accordance with the law. In the event a disclosure is made, and an Associate files a lawsuit or other proceeding against the Company alleging that the Company retaliated against the Associate because of his or her disclosure, the Associate may disclose the relevant trade secret to his or her attorney and may use the trade secret in the proceeding if (i) the Associate files any document containing the trade secret under seal, and (ii) the Associate does not otherwise disclose the trade secret except pursuant to court order.

E-Mail, Voicemail, Computers and the Internet

E-mail, voicemail, computer systems and Internet access systems are maintained by Lusso Clean  in order to facilitate business use. Therefore, all messages sent, received, composed and/or stored on these systems by staff are the property of Lusso Clean . These systems are to be used by Associates in conducting Company business and are not for an Associate’s personal use. Rosewood reserves the right to access an Associate’s computer, monitor Internet history, e-mail and voicemail messages at any time. Associates should have no expectation of privacy on any company equipment, including computer systems, voicemail, and e-mail. The existence of a password on any system is not intended to indicate that a system or message will remain private. Employees should be aware that even when a message is erased, it still might be possible to retrieve it from a backup system. Therefore, Associates should not rely on the deletion of a message to assume a message remains private.

Many Associates have access to the Internet. Internet access is intended for work-related issues only. In addition, Associates should not share passwords or access codes unless such sharing is required by business necessity, and Associates may not use another Associate’s password or access code without that Associate’s express permission. Use of the Internet for personal reasons is only permitted on an occasional basis during an Associate’s break time, with management approval, and in compliance with this policy, and employees should have no expectation of privacy in connection with any such Internet or computer usage. Inappropriate personal use of the Internet will be grounds for disciplinary action. Downloading of any files from the Internet or installing any software is strictly prohibited unless preapproved by the General Manager and will result in disciplinary action up to and including termination.

It is also a violation of Lusso Clean policies to use e-mail, voicemail and the Internet in any manner that would be harassing, discriminatory or obscene, or for any other purpose that is against Company policy, is illegal or is not in the best interests of the Hotel. Any misuse of electronic communications will be grounds for discipline, up to and including termination. Thus, for example, Associates who misuse electronic communications or engage in discrimination, harassment, defamation, access to inappropriate websites, copyright or trademark infringement, misappropriation of trade secrets, misuse of confidential information, or similar or related actions through electronic communications, will be subject to discipline up to and including termination. Employees may not communicate messages that would constitute sexual or other harassment, may not use sexually suggestive or derogatory screen savers on computers, and may not receive, transmit, view or access pornographic, obscene, sexually suggestive or inappropriate material or information on their computers.

Social Media Policy

Social networking sites, such as Facebook, GoogleChat, and YouTube, as well as personal websites, blogs and social media such as Twitter, Instagram, and Snapchat, have become common methods of self-expression and communication. While Lusso Clean  respects the right of Associates to use these sites and media during their personal time, it is important that Associates’ use of these sites and media does not damage or harm the Company, its Associates, guests or vendors improperly. No matter how carefully an individual attempts to limit access to their postings on these sites, information posted on the sites may be disseminated quickly to a wide audience and used out of context in a manner that can be harmful to the individual Associate as well as to the Company. Associates should not have any expectation of privacy as to publicly available social media.

If an Associate chooses to use a social networking site or post information to a blog, personal website or on social media, users of the site may either know or be able to recognize the Associate as an Associate of one of the Company, whether or not the Associate identifies him or herself as an Associate. Therefore, it is important that Associates adhere to the following guidelines.

Without specific authorization, an Associate must not suggest that he or she is speaking on behalf of Lusso Clean .
An Associate should not post any information that would harm the Company’s services, their ability to serve their guests and vendors, or their relationships with guests, vendors, the public, and/or any other individuals or groups with whom the Company does business (of course rare exceptions will be made for statements considered protected concerted activity under the law).
An Associate should not make statements that would violate any of the Company’s policies, including their policies prohibiting discrimination and harassment, such as harassing, discriminatory, profane, abusive or malicious communications.

The Associate must uphold the Company’s value of respect for the individual and use appropriate business decorum, including avoiding making maliciously false or defamatory statements about Rosewood, the Company’s Associates, guests, customers, vendors or others unless such statements otherwise would be considered protected concerted activity under the law.
An Associate may not disclose any information that is confidential, trade- secret or proprietary trade secret information, including confidential information about any individuals such as clients, guests, and vendors.

If Lusso Clean believes that an Associate’s activity on a social networking site, blog or personal website may be in violation of this policy or any other policy in the Guidebook, the Company may request that an Associate immediately cease such activity. The Associate also may be subject to counseling and, potentially, disciplinary action.

Please note that this policy will not be construed or applied in a manner that interferes with Associates’ rights under Section 7 of the National Labor Relations Act, nor is this policy intended to prohibit any conduct that would be considered protected concerted activity under the law, nor is this policy intended to prohibit Associates in any way from discussing their terms and conditions of employment.

Associates with any questions about these guidelines or any matter related to personal websites, blogs or social networking should contact Human Resources.

Cell Phone Policy While Driving

In the interest of the safety of our Associates and other individuals, Lusso Clean Associates are prohibited from using cell phones and/or iPods while driving on company business and/or company time unless the Associate uses a hands-free device. Text messaging or emailing while driving is prohibited.

Company Vehicles

Any associate driving a company or personal vehicle for work purposes must have a copy of their valid driver’s license and insurance card on file in Human Resources. An updated DMV report will be maintained on file in Human Resources.

When using a company vehicle, associates are expected to exercise care, perform required maintenance, and follow all operating instructions, safety standards, and guidelines. Please notify your manager immediately if a vehicle appears to be damaged, defective, or in need of repair.

Any associate requested by the company to use his/her personal vehicle for business purposes will be compensated for mileage.

The use of a company vehicle for personal use is prohibited. The improper, careless, negligent, destructive or unsafe use or operation of a vehicle, as well as excessive or avoidable traffic and parking violations, can result in disciplinary action, up to and including termination of employment.

Driver Screening and Selection

Applicants for jobs with driving responsibilities will be required to present a valid driver’s license. Drivers will also be subjected to a current DMV record check for insurance purposes.

The following will be considered, at a minimum, prior to offering a position that includes driving a hotel vehicle:

Conviction for driving under the influence of alcohol (DUI).
Conviction for driving while intoxicated (DWI).
Two (2) or more accidents and/or moving violations within a 12-month period over the

last 24 months.
More than three (3) at-fault accidents or moving violations in a 36-month period.
Other offenses as determined appropriate to consider.
Inquiries or Contact by the Media/Press

From time to time, as an associate of the company, you may receive inquiries from members of the media. To ensure that the company maintains the appropriate public image and the confidentiality of our customers, patrons and associates, associates are prohibited from speaking to members of the media on behalf of the hotel. If you are contacted by a member of the media seeking information about the hotel, guests, patrons or associates, you must refer the individual making the inquiry to the Managing Director.

Progressive Disciplinary Action

When standards and procedures are not being followed, it is the responsibility of your manager to correct the situation. This is done by means of our progressive disciplinary action process. In this way, associates are made aware of management concerns and given the help and time to correct the situation.

The following are the individual components of our progressive disciplinary action process. Any violation will be documented and submitted to Human Resources for the associate’s file. Refusal to sign a written coaching/counseling notice does not make it invalid. Our disciplinary process steps typically consist of:

Documented Verbal Warning
Written Warning
Final Written Warning
Termination of Employment
NOTE: Depending on the circumstances, the misconduct or policy violations, the appropriate discipline may vary. The hotel will determine whether disciplinary action up to and including termination is appropriate on a case-by-case basis.


How Pay is Determined

Lusso Clean  pay rates are reviewed regularly with respect to other companies to ensure that we remain competitive. Pay rates are designed to be fair and competitive and attract top-quality Associates.

Payroll Deductions

In accordance with federal and state laws, Lusso Clean must withhold federal and state income tax, state disability insurance (if applicable), and social security from employees’ paychecks. Other deductions, such as those for dependent medical coverage, require employee written authorization. The Company must comply with court orders to garnish employee wages.

Time Management

Hourly Associates must personally log in to their own time worked daily, indicating the time of arrival, lunch break, and departure. If an Associate leaves the building during their shift on other than Company business, the Associate must also indicate the time they left and the time they returned. Associates are responsible for making sure the information on the payroll platform is correct, as the timesheets are legal documents. Falsification of the records or logging in for another Associate can result in termination of employment.

Employment Status

Under federal and state law, every Associate is classified as either exempt or non-exempt. Non-exempt Associates are paid hourly and are paid overtime pay for all overtime hours worked; exempt Associates are paid a salary and are not eligible for overtime pay.

Lusso Clean employs full-time, part-time and on-call/temporary Associates. Full-time Associates are those whose average work hours per quarter are greater than or equal to 30 hours per workweek. Part-time Associates are those whose average work hours per quarter are less than 30 hours per workweek. As an on-call Associate, there is no predictable work schedule and no promise of regular or continued employment. Each quarter, the Human Resources Department will average an Associate’s hours to verify whether the Associate continues to qualify for full-time or part-time status.

Overtime and Premium Pay

Our workweek is from 12:01 a.m. Monday morning through 12:00am midnight Sunday night. Our regular work day is 8 hours – to be scheduled according to the work time policy.

Non-exempt Associates will be paid overtime as set forth below. Although all time worked will be paid, overtime worked without prior authorization from a supervisor may result in disciplinary action, up to and including termination. Paid holidays, vacation days, sick days, and leaves of absence (disability leave, workers’ compensation leave, etc.) are not considered hours worked for the purpose of computing overtime. The Associate’s supervisor should approve all overtime in advance. Working unauthorized overtime is grounds for discipline.

Pay Day

Associates will receive their pay checks on a bi-weekly basis. Pay checks will cover the two-week period ending on the previous Friday. If payday falls on a holiday, the pay check will be distributed when possible on the day immediately preceding the holiday.

Pay checks will not be released to anyone other than the Associate without written permission from the Associate.


Any Associate who earns commissions will be required to sign a commission agreement. Associates who earn commissions and have not signed a commission agreement should contact Human Resources.

Report-in Time Pay

Unless you are notified (2) hours in advance of your shift that your schedule was changed or you are not required to work, you will be paid for four (4) hours at your regular rate of pay or minimum wage, whichever is higher. However, if you ask to leave before the end of your scheduled shift and the request is approved by your manager, you will be paid for only those hours actually worked.

If you are required to attend special meetings at the hotel on your day off, you are paid for the time spent at the meeting at your regular rate of pay, for a minimum of two (2) hours. You must clock in and clock out for any meeting attended at a time other than during a scheduled shift.

Pay Advances
Payroll advances are not permitted. The company also does not provide loans.


Associates will be reimbursed for all business expenses incurred in the performance of his or her duties. This includes mileage at the current IRS Standard Mileage Rate. All claims for reimbursement for mileage and other expenses must be submitted to the Associate’s manager by the end of each month.

Meal Periods

All meal periods must be completed in between jobs . Do not plan to stop for food if your jobs are less than 60 minutes in travel time.

Off the Clock

Hourly Associates must account for all hours worked. Associates are NEVER permitted to work off-the-clock. This is a violation of Company policy and the law. Working “off-the- clock” for any reason may subject an Associate to discipline, up to and including termination.


Reporting Income From Gratuities

In compliance with federal law, if you receive tips of $20.00 or more per month you must report them to the hotel. This tip/gratuity income is fully taxable for Social Security, Medicare, Federal, State, and Local taxes. Each associate has the responsibility for accurately reporting tips and gratuities received. Please see your manager if you have any questions about the reporting or handling of tip income. Failure to accurately report tips and gratuities is a violation of wage and hour regulations subject to prosecution by local or federal government.

Code of Conduct and Work Rules

Our success is based on providing genuine service to our guests and clients. In order to accomplish this, each Associate must understand and comply with our policies with regard to our Code of Conduct and Work Rules. Any group of people working together must abide by certain rules of conduct, based on honesty, respect, fair play and safety. This is essential if everyone is to work together efficiently and fairly. We make every effort to maintain an environment in which Associates have the opportunity to comply with these standards and know what is expected.

Therefore, the following actions will be violations that may result in immediate termination of employment.

Dishonesty of any kind in relations with Lusso Clean and customers.
Theft or unauthorized possession or misappropriation, or unauthorized possession or removal of Company property, another Associates’ property (including tips), or any guest’s property, or obtaining by fraud, deceit, or misrepresentation any materials, supplies, products, money, services, gift certificates, or insurance benefits from the Company, its Associates, or its guests.
Unauthorized use of, possession of, or trafficking in illegal drugs at work, or on Company property, or reporting for work under the influence of alcohol or illegal drugs.
Using or possessing a dangerous weapon at work or on Company property, or reporting for work in possession of a dangerous weapon.
Unauthorized use of or possession of alcoholic beverages at work, or reporting for work under the influence of alcoholic beverages.
Fighting, engaging in other acts of physical violence, or verbally or physically assaulting another person while at work or on working time.
Subjecting another employee to discrimination, abuse, or harassment in violation of the Company’s harassment policy.
Threatening, intimidating, coercing, or interfering with guests, Associates, or supervisors.
Divulging to others, or permitting the disclosure to others, of trade secrets or other confidential or sensitive information or records of Rosewood (including guest lists, guest information, cost of services, etc.), or engaging in acts of business or industrial espionage.
Falsifying, deliberately making misleading statements in, or deliberately omitting pertinent information from, any Company records (including such items as expense vouchers or reports, applications for leaves of absence, insurance claims, credit card receipts, medical examination questionnaires, employment application forms, or records of personal absence, illness, or hours worked).

Intentional, wanton, or reckless conduct or willful neglect or gross negligence in the use of Company equipment, facilities, supplies, or vehicles which results in a risk of or actual bodily harm to anyone, including the Associate, whether on or off Company property.
Gambling during worktime or on Company premises.
Taking unauthorized breaks and/or leaving work area without obtaining approval from the Associate’s supervisor.
Insubordination, including, but not limited to, refusal or intentional failure to perform work assigned, or refusal or intentional failure to follow a legitimate directive of a supervisor or person in authority.
Hindering, misleading, or failing to participate in an internal investigation, or soliciting a customer as a witness in such investigation.
Failure to follow proper notice procedures for reporting absences for 3 consecutive days, resulting in job abandonment.
Failing to report to work at the expiration of a leave of absence.
Being on the property more than 15 minutes before or after a shift without prior approval from the supervisor.
Making false, vicious, or malicious statements, or spreading gossip concerning guests or Associates, or making false statements concerning Rosewood or any member of management.
Employment with another entity with interests directly adverse to Rosewood without prior disclosure to Human Resources.
Non-compliance with instructions provided by a Planning Committee member.
Retaliation against any Associate who makes a good faith compliant or participates in an investigation regarding a good faith complaint.
Soliciting Associates for social, charitable or other organizations or distributing any written materials during working time (which does not include meal or rest breaks) and in work areas, or solicitation of an external guest at any time for any purpose.
Serving alcoholic beverages to anyone under the age of 21.
Violation of the Equal Employment Opportunity guidelines set forth in this Guidebook.
Improper use of Company equipment, including but not limited to e-mail, voicemail, computers and internet as set forth in this Guidebook.
Deliberately or willfully destroying, damaging, defacing, or misusing of Company or another Associate’s property, including products, equipment, and/or the facilities.

Texting while driving on Company business.
Soliciting for immoral purposes or the aiding and/or abetting of such.
Knowingly or with gross negligence causing or allowing any violation of a health law, regulation, or rule to occur or exist.
Failure to comply with safety guidelines, and failure to report any unsafe food or safety condition, including any violation of a health law, regulation, rule, or directive.
Concealing or willfully failing to report a work related accident, injury, illness, or claim for the same.
Refusing or willfully failing to comply with Company security policies and procedures, including but not limited to, reasonable searches of person or property for stolen property, contraband, or illegal drugs.
Refusing to submit to periodic medical examinations, including but not limited to, screening tests for alcohol or illegal drugs which the Company may, from time to time, require as permitted by applicable law.
Accepting a kickback from any guest or vendor.
Offering or receiving money or other consideration or favors for special treatment in the terms or condition of employment.
Sleeping on the job during working hours, whether on Company premises or elsewhere.
Any serious misconduct which constitutes a threat to service, production, safety, or good order and discipline, including but not limited to, vile, vulgar, indecent, immoral or unlawful conduct, whether or not such conduct results in arrest, charge, or conviction.
The following violations will be considered violations, which may result in progressive discipline up to and including termination of employment.

Failure to follow proper notice procedures for reporting absences or late arrival time, and/or excessive, unexcused absences or tardiness.
Working overtime without prior approval from a supervisor.
Clocking in or filling out a time card for another Associate, or arranging for any other person to punch or fill out an Associate’s time card when absent, or reporting as in or out at times which fail to reflect actual work time.
Performing personal work during work hours or with Company equipment or materials.
Counting or discussing tips in front of any guest, confronting or questioning any guest about a tip, or showing any form of displeasure to a guest with respect to a tip.
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Intentionally not properly charging standard or listed prices, except as authorized by a supervisor.
Unauthorized possession or use of Company equipment, materials, supplies, or property. Associates may be authorized to have bags or packages checked on entering or leaving the premises.
Engaging in intrusive behavior with guests, such as soliciting autographs, photos, tickets, or any requests not ordinarily associated with the requirements of the job.
Engaging in horseplay or disorderly conduct while at work or on working time.
Using abusive, profane, or vulgar language in earshot of or toward another Associate, guest, or others.
Failure to obtain advanced approval to take time off per the Vacation policy set forth in this Guidebook.
Applying for work elsewhere while on a leave of absence, unless previously disclosed and approved in writing by the Company.
Poor attitude, disrespectful, or discourteous conduct to guests, supervisors, and Associates.
Defacing notices, signs, or communication boards.
Any off-work misconduct which reflects negatively on an Associate’s suitability for continued employment with the Company or causes or has the potential to cause harm to the Company or its reputation with its guests or the general public.
Violation of the Dress Code policy set forth in this Guidebook.
This Code of Conduct and Work Rules covers most situations; however, it is not intended to be all-inclusive or to cover every possible conduct violation, and other types of misconduct not listed here may be grounds for discipline as well. Associates should always apply common sense and good business practices. Associates with questions regarding this policy should contact their supervisor or manager. This Code of Conduct and Work Rules does not alter Rosewood’s policy of at-will employment. Associates and Rosewood remain free to terminate the employment relationship at any time, with or without reason and without advance notice.

Discipline may be initiated for various reasons, including, but not limited to, violations of the Code of Conduct, other policies, work rules, violation of this Guidebook, insubordination, or poor job performance. The severity of the action will depend on the nature of the offense and the Associate’s past record and may range from counseling to immediate discharge or termination. Rosewood reserves the right to determine the appropriate level of discipline and also reserves the right to terminate employment at will, depending upon the circumstances of each particular case. An Associate’s misunderstanding or ignorance of these policies is not an acceptable defense if they are found in violation of the Code of Conduct /Work Rules, and failure to follow it may be the reason for disciplinary action ranging from counseling to termination. Lusso Clean reserves the exclusive right to evaluate Associate performance and conduct and take disciplinary action as deemed appropriate by management. Rosewood will determine whether disciplinary action up to and including termination is appropriate on a case-by-case basis.



Sick Leave

To provide financial security for Associates in the event of absence from work due to illness, the Company provides a sick leave benefit.

If you are too sick to report to work, please stay home and get well. The hotel offers full- time, part-time and temporary non-exempt paid sick and safe leave benefits in accordance with the District of Columbia’s Accrued Sick and Safe Leave Act, as amended by the Earned Sick and Safe Leave Amendment Act.

Non-exempt associates will earn one hour of sick and safe leave for every 37 hours that an associate works, up to a maximum of seven days per calendar year and will be eligible to use that sick and safe leave after they have completed 90 days of employment. The unused balance of an associate’s accrued sick leave carries over from year-to-year; however, the associate may not use more than 7 days paid sick leave in a calendar year.
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Paid sick leave may be used by an associate for any of the following:

An absence resulting from a physical or mental illness, injury, or medical condition of the associate.
An absence resulting from obtaining professional medical diagnosis or care, or preventive medical care, for the associate.
An absence for the purpose of caring for a family member who has any of the conditions or needs for diagnosis or care described (a) and (b) above.
Paid safe time may be used by an associate for an absence if the associate or the associate’s family member is a victim of stalking, domestic violence, or sexual abuse, provided that the absence is directly related to social or legal services pertaining to the stalking, domestic violence, or sexual abuse, to:

Seek medical attention for the associate or the associate’s family member to recover from physical or psychological injury or disability caused by domestic violence or sexual abuse.
Obtain services from a victim services organization.
Obtain psychological or other counseling.
Temporarily or permanently relocate.
Take legal action.
Take other actions to enhance the physical, psychological, or economic health or safety of the associate or the associate’s family member or to enhance the safety of those who associate or work with the associate.
“Family member” includes a spouse, including the person identified by an associate as his or her registered domestic partner, the parents of a spouse, children (including foster children and grandchildren), the spouses of children, parents, siblings, the spouses of siblings, a child who lives with a team member and for whom the associate permanently assumes and discharges parental responsibility, and a person with whom the associate shares or has shared, for not less than the preceding 12 months, a mutual residence and with whom the association maintains a committed relationship.

Associates must submit a written request for leave that includes a reason for the absence involved and the expected duration of the paid sick leave. If the need for paid sick leave is foreseeable, an associate must provide a written request at least 10 days in advance of the paid leave. If the paid leave is unforeseeable, an oral request for paid leave must be made 2 hours prior to the start of the work shift for which the paid leave is requested. In the case of an emergency, the hotel must be notified prior to the start of the next work shift or within 24 hours of the onset of the emergency, whichever occurs sooner.

Where an associate requests a paid leave for three or more consecutive days, the hotel may require that the request be supported by reasonable certification.

Associates will not be paid for any accrued but unused sick leave upon termination of employment.

All Associates: Sick leave under this policy is intended for use by Associates in connection with legitimate illnesses or as specified above and is not intended and may not be used for personal days off, to supplement vacation or as vacation time, or for any other improper purpose. Any abuse of sick leave may result in disciplinary action.

Paid Vacation

Vacation benefits provide time away from work for rest and relaxation. All regular full-time Associates being earning vacation upon hire and are eligible to take accumulated vacation upon completion of six (6) months of employment. Part-time Associates are not eligible for vacation benefits. The standard eligibility for vacation benefits is outlined below:
LENGTH OF SERVICE After one (1) year of service After five (5) years of service After ten (10) years of service
Three (3) weeks
Four (4) weeks
Associates at the executive level may be eligible for vacation benefits on another schedule as specified in their offer letter. Although the accrual for these Associates may be different, all other rules still apply.

Vacation time is accrued each pay period effective upon hiring at the rate of the Associate’s current benefit. An Associate’s vacation bank will be allowed to hold up to 1.5 times the Associate’s annual allotment at any one time. Associates will not accrue any additional days beyond that cap until the Associate uses some days, and the bank goes below that cap.

Associates are not entitled to take vacation time in advance of earning the vacation credit. Associates may not receive cash payment in lieu of taking vacation time.

Associates must take their vacation in increments of full days. Vacation will be paid at the Associate’s straight time rate at the time the vacation is taken.

Whenever possible, efforts will be made to honor Associate’s vacation request. These requests are to be submitted in writing to the Associate’s department head no later than 2 weeks in advance.

Family and Medical Leave Policy

Under the federal Family and Medical Leave Act (“FMLA”) and the District of Columbia Family and Medical Leave Act (“DCFMLA”), an associate may be entitled to take up to 12 workweeks of unpaid job-protected leave within a 12-month period or 16 unpaid job- protected workweeks of leave within a 24-month period (under DCFMLA), or 26 workweeks in one 12-month period for service member family leave (FMLA) following twelve (12) continuous months of working the statutory minimum number of hours. If an associate is eligible for leave under both the FMLA and DCFMLA, the leave time will run concurrently. Associates who have any questions regarding this policy should contact the Director of Human Resources. Please also see
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the attached supplement to this handbook: “Employee Rights and Responsibilities under the Family and Medical Leave Act.”

Eligibility An associate is eligible for FMLA leave if he/she has:
1. Been employed for at least 12 months; and
2. Worked at least 1,250 hours during the last 12 months (or 1,000 hours under the

DCFMLA) not including paid time off such as vacation, sick days and holidays).

Reasons For Leave
An associate may take FMLA leave only for the following reasons:

Birth of a child; or
Placement of a child for adoption or foster care or, under the DCFMLA, a child for

whom the associate permanently assumes and discharges parental responsibility; or
To care for the associate’s spouse, child or parent with a serious health condition, or, under the DCFMLA, a family member as defined under the DCFMLA;
The associate’s serious health condition that makes the associate incapable of performing the functions of the job;
qualifying exigency leave: To attend to a qualifying exigency (such as short notice deployment, military events and related activities, childcare and school activities, financial and legal arrangements, counseling, rest and recuperation, post-deployment activities, etc.) arising out of the fact that an associate’s spouse, son, daughter or parent is on active duty or is called to active duty in the Armed Forces; and/or;
service member family leave: To care for an associate’s spouse, child, parent or
next of kin (nearest blood relative) who is a member or veteran of the Armed Forces (including National Guard or Reserves) who is undergoing medical treatment, recuperation or therapy, is otherwise in outpatient status, or is otherwise on the temporary disability retired list, for an injury or illness incurred or aggravated in the line of active duty in the Armed Forces, for which the association may take up to 26 weeks leave in a 12-month period.
Amount Of Leave

In most instances, an associate will be entitled to up to 12 workweeks of FMLA leave in any rolling-backward 12-month period or 16 weeks in a 24-month period for DCFMLA. However, an eligible associate may take up to 26 workweeks of leave during a 12- month period to care for a seriously injured or ill-covered service member. Leave to care for a service member, when combined with other FMLA-qualifying leave, may not exceed 26 weeks in a single 12-month period. In all instances, a “rolling” 12-month period will be
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used to calculate the associate’s entitlement to FMLA leave, or 24 months for DCFMLA leave.
Spouses who are both employed by the hotel may take a maximum combined total of twelve (12) weeks of family care leave in a 12-month rolling backward period for the birth, adoption, or foster care of their child, and also may take a maximum combined total of twenty-six (26) weeks for service member family leave in one 12-month period.

Intermittent Or Reduced Schedule Leave

If leave is requested because of the associate’s serious health condition, to care for a family member with a serious health condition, under a “qualifying exigency” or to care for a seriously injured or ill service member, the associate may take up to an equivalent of 12 weeks leave (or 16 weeks under the DCFMLA or 26 weeks leave to care for a covered servicemember) on an intermittent or reduced schedule basis. If an associate requests intermittent or reduced schedule leave, the hotel may transfer him/her to an alternative position that better accommodates his/her schedule, but his/her rate of pay and benefits will not be reduced.

The hotel will continue to provide the associate with health insurance benefits throughout his/her leave.

Associates must still contribute their normal portion of health benefits premium during their leave. An associate on leave is required to pay his/her contribution on the same day that he/she would have received a paycheck as if he/she were not on leave. If the hotel does not receive the associate’s contribution within 30 days of the date it is due, the hotel may terminate the associate’s benefits for the remainder of the leave. However, the associate will still be entitled to restoration to employment at the end of his/her leave.

Restoration To Work
At the end of an associate’s leave, he/she will be restored to the same or equivalent position, benefits, compensation and terms of employment which he/she held before leave; however, an associate returning from such a leave has no greater right to reinstatement than if the associate had been continuously employed.

Notice Of Intent To Take Leave If leave is foreseeable, the associate must submit his/her request in writing to his/her manager at least 30 days in advance. In an emergency, the associate will be required to give as much notice as is practicable under the circumstances, ordinarily no later than two to three working days after the associate learns of the need for the leave.

Medical Certification If leave is for the associate’s own serious health condition, a family member’s serious health condition, or the serious injury or illness of a covered servicemember, the associate will be required to provide the hotel with medical certification on a form which the hotel will provide.

If leave is foreseeable, the associate must submit the medical certificate before his/her leave begins. If leave is not foreseeable, the associate will be required to submit a medical certificate within 15 days after the associate notifies the hotel that the leave is requested, unless it is not possible under the circumstances to do so.
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If leave is due to the associate’s serious health condition, he/she will be required to provide certification of his/her fitness to return to work before he/she will be restored to his/her position.

Keeping in Touch Associates are required to contact Human Resources at least every 30 days during leave. The associate must make sure that Human Resources is aware of the associate’s expected date of return to work. If an associate needs to extend leave or will not be returning to work at the end of the leave, it is his/her responsibility to inform Human Resources as soon as practicable.

For key associates whose salaries are in the top 10% of Associates, leave will be granted but restoration to the same position may not be guaranteed if such reinstatement would cause substantial and grievous economic injury to the hotel's operations, in accordance with governing law.

Accommodation of pregnant and breastfeeding Associates The hotel will reasonably accommodate an associate whose ability to perform the functions of the job are affected by a pregnancy, childbirth, a related medical condition, or breastfeeding, so long as such accommodation is not an undue hardship to operations. Reasonable accommodation may include: (1) more frequent or longer breaks; (2) The break time should, if possible, be taken concurrently with other break periods already provided. Non-exempt employees should clock out for any time taken that does not run concurrently with normally scheduled rest periods, and such time will generally be unpaid.) time off to recover from childbirth; (3) the acquisition or modification of equipment or seating; (4) the temporary transfer to a less strenuous or hazardous position or other job restructuring such as providing light duty or a modified work schedule; (5) having the associate refrain from heavy lifting; (6) relocating the associate’s work area; or (7) providing private non-bathroom space for expressing breast milk. Please let your manager and Human Resources know if you need such accommodation.

Jury Duty

Rosewood encourages Associates to fulfill the civic obligations of jury duty or court service when assigned. The Associate must notify his/her supervisor when the jury summons or subpoena is received and provide a copy of the summons or subpoena. An Associate will be allowed time off for jury duty.

Full-time Associates are eligible to be paid the difference between their jury duty pay and their regular rate of pay, up to a maximum of ten days per year. Thereafter, leave will be without pay. However, Associates may elect to use vacation time. To receive the pay differential, the Associate must provide documentation from a court official certifying the time served and the amount of jury duty pay received. Hours served for jury duty are not hours worked for the purpose of calculating overtime pay. Associates are expected to return to work during the time his or her presence is not required for jury duty, providing sufficient time remains in the work day to accomplish meaningful work.

In accordance with federal and state law, the Company will continue a salaried exempt Associate’s regular salary for any week in which the Associate performs work and is required to attend jury duty for some portion of the week.
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COVID-19 Funeral Leave

Associates are eligible for funeral/bereavement leave of up to three (3) consecutive days for the death of an immediate family member. Immediate family members are spouse, domestic partner, children, parents, step-parents, step-children, grandparents, siblings and in-laws.

Pay for bereavement leave is calculated based on the base pay rate at the time of the absence and will not include any special forms of compensation, such as incentives, commissions, bonuses, or shift differentials. Any associate may, with the manager’s approval use any available paid leave for additional time off as necessary.

Bereavement leave pay will only be made to the associate for actual time spent away from work for the funeral or its arrangements. For example, if the funeral is held when the associate is not scheduled to work, payment will not be made. .

NOTE: The hotel reserves the right to request substantiation of any death in an associate’s immediate family. As with other paid time for hours not worked, paid bereavement time will not be considered as time worked for the purpose of computing overtime with respect to hourly associates.

Time Off For Voting

Associates are encouraged to fulfill their civic obligation by voting in municipal, state, and federal elections. Associates are encouraged to go to the polls to vote either before or after work. The Company will provide up to two hours of paid time off at either the beginning or the end of the Associate's regular work day, whichever will allow the most free time for voting and the least time off work, if the Associate’s work schedule does not otherwise allow him or her time to vote during normal off-duty hours because of extended working hours or distance from the voting place. If possible, Associates should make a request to their manager for voting time off at least two days in advance of the election.

Witness Leave

If a non-exempt Associate is called as a witness in a court proceeding, the Company will grant the Associate up to 8 hours of pay. If additional time off is needed, it will be unpaid, except that Associates may elect to use accrued vacation. Associates should inform their manager as soon as he or she receives notice of the need to testify as a witness. Exempt Associates will be granted time off for witness duty and paid their salary for that week.

Military Leave

An Associate entering or serving military service of the United States, including the National Guard or any branch of the Armed Forces Reserves, will be provided all rights guaranteed by law. As a general principle, this means that an Associate generally will be entitled to take unpaid leave for military service or training, and return to his/her position at the Company under most conditions. For all military leaves, a written request by the Commanding Officer of the unit or a copy of the official orders must be submitted to Human Resources, unless providing notice is precluded by military necessity or is otherwise impossible or unreasonable.

Associates that may require Military Leave should consult with Human Resources to obtain details specific to his or her situation.

Volunteer Emergency Duty and Training Leave

Associates may take time off to perform emergency duty as a volunteer firefighter, reserve peace officer, or other emergency rescue personnel. Associates are also eligible for unpaid job-protected leave for required training for these positions. Associates who are volunteer civil servants should alert their supervisor that they may have to take time off for emergency duty. Employees must notify their supervisor as soon as possible before taking time off for emergency duty or emergency duty training.

Additional Leave Of Absence Policies

During any leave period, Associates will not be eligible for certain Associate privileges such as discounts, gratuities, incentive pay, and the like, unless otherwise required by law.

Calculation of leave time begins with the start date of the absence, regardless of benefit pay applied to the leave.

During the leave period, Associates may be required to report periodically to his or her supervisor or Human Resources on his or her leave status and intention to return to work. Associates must continue to pay insurance premiums (that is, his or her portion of insurance benefits) during FMLA or any other leave on a timely basis if his or she not want to jeopardize receipt of benefits.

Failure to return to work by the agreed upon end of leave date will be considered job abandonment and result in the Associate’s voluntary termination from employment with Rosewood. Associates must disclose their intent to work for another employer during a leave of absence to Human Resources. Failure to do so may result in discipline, up to and including termination.

All Associates returning to work following a medical leave of absence must provide a doctor’s certification that the Associate is fit to perform the essential functions of his/her job with or without reasonable accommodation.

Personal Leaves of Absence

Requests for personal leave without pay are considered individually and granted at the discretion of the Company. The reason for the request, the Associate’s length of service, the Associate's work record, and the demands of the Associate’s job are examples of the type of factors considered in evaluating a request for personal leave of absence. A request for personal leave of absence will be granted only if the Associate is not eligible for any other type of leave, and if all accrued vacation time has been used. In general, an Associate may not be on a personal leave of absence for more than one month in a calendar year. Associates will not accrue additional vacation or sick leave while on an unpaid leave of absence, and will not receive Holiday Pay. Associates needing time off for a non-medical personal reason should contact Human Resources.

School-Related Event Leave

The hotel will provide eligible associates up to 24 hours of leave during any 12- month period to attend or participate in school-related events for their children. A school-related event is an activity sponsored by either a school or an associated organization, such as a parent-teacher association (PTA) and includes, but is not limited to, the following: (1) a student performance such as a concert, play, or rehearsal; (2) the sporting game of a school team or practice; (3) a meeting with a teacher or counselor; or (4) any similar type of activity.

To be eligible for leave, an associate must be either (1) a parent, legal guardian or individual with legal custody of a child; (2) an aunt, uncle or grandparent of a child; or (3) a person married to, or in a domestic partnership with, a parent, legal guardian, individual with legal custody, aunt, uncle or grandparent of a child. To qualify for leave under this policy, the child must be involved in the meeting or event as a participant or as the subject, not as a spectator.

Associates must notify their manager at least 10 calendar days before a school event, unless attendance is not reasonably foreseeable, in which case the team member must provide as much notice as possible. An associate’s request may be denied if granting leave would unduly disrupt the hotel’s business.

Leave under this policy is unpaid; however, exempt associates will not incur any reduction in pay for a partial week’s absence. Non-exempt associates may elect to substitute accrued vacation or PTO time during the unpaid leave. Associates will not lose any employment benefit while on leave. The hotel will not retaliate against any associate who requests or takes leave in accordance with this policy.


Lusso Clean’s Benefits Program is designed to protect Associates from high expenses due to illness or injury.

The company reserves the right to amend or terminate any of the benefits or to require increased Associate premium contributions toward any benefits with or without advance notice at its discretion.

Unemployment Insurance

Under certain conditions, applicable law provides that you may receive some compensation for periods of unemployment. Eligibility for this benefit is regulated by governing law and depends on the reason for unemployment. The company pays the full cost of the benefit.

COBRA (Continuation of Health Coverage)

Full-time Associates with insurance benefits and their eligible dependents have the opportunity to continue, at the Associate’s sole expense, the insurance coverage received as an active Associate due to the following occurrences:

Termination of services for any reason other than gross misconduct.
Reduction of work hours for the covered Associate.
Retirement of a covered Associate.
Death of a covered Associate.
Divorce or legal separation of a covered Associate.
A dependent child ceasing to qualify as a dependent under our policy (age 26).
If the Associate terminates service with us or has a reduction in hours which changes his or her status from full-time to part-time, the Associate will be notified of his or her COBRA through Human Resources. It is the Associate’s responsibility to notify Human Resources if a divorce or separation occurs or a dependent child under his or her policy loses dependent status.

Associate Assistance Program (EAP)

Lusso Clean has established an Associate Assistance Program. This is a confidential, personal counseling service for Associates and members of their immediate household. It offers Associates professional assistance and is designed to help in resolving personal and job-related problems that could possibly affect Associate work performance. Some of these problems include alcohol and drug abuse, and marital, family, gambling, legal, financial, psychological, medical, or behavioral difficulties.

This confidential service is available to Associates and their families 4 hours a day, at no cost.


Lusso Clean cares for the environment, health, and safety in the work areas and in our community. In order to protect the environment and support healthy and safe workplaces and communities, we practice the following.


Lusso Clean’s energy conservation effort includes recycling and light saving programs. The recycling program help reduces waste and saves trees. We also support and take leading roles in environmental projects in the community such as Cleaning Day, Recycling Projects, and Tree Planting Projects. Electronic mail usage has reduced a large amount of paper use.

Where possible, solar systems should be considered to reduce the use of electricity. Water-saving programs should be in place. This includes installing specifically designed equipment and an Associate awareness program.

In addition to working with the Associates and the community, the corporate office should also ensure the business partners such as suppliers and contractors understand the corporate office’s environmental support and involve them in the projects.


Safety is important to all of us – our colleagues, our customers, and our property. Working together, we can maintain a safe environment and protect ourselves and others from injury. All of our Associates are expected to consistently practice all safety measures. These include but are not limited to the following:

Safety Procedures

Associates should be familiar with and follow the safety measures established for their department.
Associates should report any unsafe conditions or potential hazards to their supervisor or other management personnel immediately.
Associates should report any accident or injury to himself or themselves, a fellow Associate, or an external guest to their supervisor or other management personnel immediately.
Associates should be aware of the location of fire extinguishers and fire escape routes.
All Associates whose job performance necessitates the operation of a vehicle are required to have a valid Driver's License, to obey all traffic laws, and to operate the vehicle in a safe manner at all times. Associates may be requested by management to verify that they possess a Driver's License and must immediately notify their manager in the event the license is revoked, suspended, or expired.

Never open a house door or office door for anyone. If an associate or guest has lost his/her key, call your supervisor. Never give out a house/office key or lockbox code.

Never leave keys out. If you find a key, turn it into your manager.
Do not discuss who lives at the address, their names, or addresses with anyone.

Never display or count cash in public view.
Never give out any information about current or former associates - their names, addresses or telephone numbers. Refer any inquiries about associates to Human Resources.
Do not leave personal valuables in an unsecured area.
Safety Guidelines

The company is committed to a safe and healthy work environment. Accidents can be very serious. If you see unsafe conditions, you should report them immediately to your manager so the conditions can be corrected. All of our associates are expected to consistently practice all safety measures. These include but are not limited to the following:

Be sure you know the safe way to perform any duty assigned to you. If there is a question, ask your manager.

You are not expected, under any circumstances, to take unnecessary chances or to work under hazardous conditions without adequate safeguards.

Report any unsafe conditions or unsafe practices that you observe to your manager. Walk, do not run! Use the handrail while ascending or descending stairs.
Horseplay and practical jokes are dangerous and are not tolerated.
Report all accidents to a manager immediately. In case of injury, seek first aid at once.

Lift properly, keep your back straight and squat down to reach the object being lifted.

Do not twist your body when lifting. Shift your feet to turn, if necessary. Do not attempt to lift exceptionally heavy objects by yourself. Get help!

Prevent slips and falls. Watch for spills or loose objects on floors. Clean up spills immediately. Remember to always place wet floor signs when appropriate.

Electrical cords present hazards. Do not allow cords to extend across doorways, aisles or other walkways. When removing plugs from receptacles, grasp the plug to pull, not the cord.

Use special safety equipment wherever provided - don’t take a chance “just this once.” That’s usually when accidents happen.

Report any defects in equipment immediately.

Use both hands when pushing a cart or wagon and keep your eyes in the direction you are going.

Never pull a cart, especially when entering an elevator.

Never leave drawers or doors open unless necessary. Never leave tools on stairways or equipment in hallways unattended.

Never use broken or dull tools or equipment.

Never reach for objects that are out of reach - use a ladder. Do not stand on chairs, shelving, or ledges, especially when wearing high heels.

Report any unsafe conditions or potential hazards to your supervisor or other management personnel immediately.

Be aware of the location of fire extinguishers and fire escape routes.

Care of Companies Property

Great care, attention to detail, and considerable expense are involved in the maintenance of our company. As an associate, it is your responsibility to take extreme care in working with the materials, equipment, and products of the hotel.

The prevention of breakage, theft, and misuse of hotel property is an important part of our standards of conduct. Disciplinary action, up to and including termination will result in any associate not following our property care standards. In the case of theft, criminal action may be taken. Understanding and following the proper care of our hotel ensures continued success for everyone.

Human Resources will design and monitor health and safety programs to address on-the-job injuries and illness.

Emergency Reporting Procedures

When an Associate discovers fire, smoke, unusual heat or odors, serious personal injury, or severe illness, the Associate should do as follows:

Secure his or her own safety. Associates must not endanger themselves or others.
GO AT ONCE to the nearest phone and dial the security office.
Tell the security officer:

The Associate’s name and department.
Nature of the emergency (fire, smoke, etc.)
The exact location of the emergency.
How serious it appears.
Accident Prevention

Accident prevention is a vital part of our company. The company is committed to providing the proper equipment, maintenance and working conditions so each associate and customer will be safe while on the job. Disciplinary action, up to and including termination may be taken in the event unsafe work practices are observed. Your safety performance is an important part of your responsibilities and your performance evaluation. Report all accidents and or incidents immediately to your manager. Our company maintains a closely followed post-accident drug testing program; substance abuse testing will be conducted as appropriate.

Work Accidents/Workers’ Compensation Insurance

Associates are expected to report all on-the-job injuries, no matter how slight, to the nearest supervisor. An accident report should be completed and given to Security – this will serve as documentation in the event that the injury requires medical attention or in the event that time off from work is required.

First aid supplies are available in your carts, in the pick-up vehicles, and inside each customer’s home.

The Company carries workers’ compensation insurance as required by law. Associates who have a related accident, injury, or illness must notify his or her supervisor and/or Human Resources immediately. The Associate must also complete any reports or claim forms necessary to establish his or her right to benefits. A workers’ compensation leave of absence may be granted when the treating physician certifies that the Associate is physically unable to work due to a work-related injury or illness and we are unable to provide appropriate modified work. Workers’ compensation leave runs concurrently with FMLA. While on a workers’ compensation leave, the Associate will not accrue vacation or sick leave. Associates interested in obtaining more information about workers’ compensation should contact Human Resources.

Any person who makes or causes to be made any knowingly false or fraudulent material statement or material representation for the purpose of obtaining or denying workers’ compensation benefits or payments is guilty of a felony.

Workplace Violence

“Workplace violence” includes: (1) threats of any kind; (2) threatening, physically aggressive, or violent behavior, such as intimidation of or attempts to instill fear in others; (3) any other behavior that suggests a propensity towards violence (such behavior includes, but is not limited to: belligerent speech, excessive arguing, swearing, sabotage, or threats of sabotage of Company property, or a demonstrated pattern of refusal to follow Company policies and procedures); (4) defacing Company property or causing physical damage to facilities; or (5) with the exception of authorized Company security personnel, bringing weapons or firearms of any kind onto Company premises, in Company parking lots, or while conducting Company business.

If any Associate observes or becomes aware of any of the above-listed actions or behavior by an Associate, customer, consultant, visitor, or anyone else, he or she should notify his/her supervisor and/or the Human Resources Department immediately. Further, Associates should notify Human Resources if any restraining order is in effect, or if any other potentially violent non-work-related situation exists that could result in workplace violence.

All reports of workplace violence will be taken seriously and will be investigated promptly and thoroughly. In appropriate circumstances, the Company will inform the reporting individual of the results of the investigation. To the extent possible, the Company will maintain the confidentiality of the reporting Associate and of the investigation but may need to disclose results in appropriate circumstances, for example, in order to protect individual safety. The Company will not tolerate retaliation against any Associate who reports workplace violence.

If the Company determines that workplace violence has occurred, it will take appropriate corrective action and will impose discipline on the offending Associate(s).

Concealed Weapons

The Company does not permit any Associate, agent, or representative to carry or maintain a concealed handgun or weapon on the Company's premises, which includes the building in which the Company resides or any portion of the building, and any public or private driveway, street, sidewalk, parking lot, parking garage, or other parking areas adjacent to or used in connection with the business of the Company. It is also the policy of the Company to prohibit the carrying of a concealed handgun or weapon on an Associate’s person or property while performing any services or attending any function relating to their employment with the Company or conducting any business on its behalf. This prohibition includes the carrying or maintenance of a concealed handgun or weapon in any vehicle used in connection with the Associate’s employment or brought upon the premises of the Company.

If at any time the Company has a reasonable suspicion that a concealed weapon or handgun has been carried, maintained, or stored in violation of this policy, the Company reserves the right to conduct a reasonable search of the person or property which it suspects possesses or contains a concealed handgun or weapon. The violation of this policy or the Associate’s refusal to consent to a search conducted according to this policy may lead to disciplinary action, suspension, or termination of employment. This policy is also a term and condition of all Associates’ continued employment with the Company.

Active Shooter Situations

The news is full of tragic and terrifying situations involving active shooters in public and workplaces. While we sincerely hope our Associates will never experience anything like that, Associates may want to view this video from the Department of Homeland Security that discusses how normal reactions (such as lay down and cover), might not be the safest course. The Department of Homeland Security’s suggestion is to Run, Hide, Fight (in that order). Here is a link ( resources) to the video, which is also available to view in Human Resources.


I hereby acknowledge that I have received a copy of this Guidebook. I understand and agree that it is my responsibility to read and familiarize myself with the policies and all of the information contained in “Our Culture: A Guidebook” (the “Guide”) of Lusso Clean  LLC Washington, D.C. In consideration of my employment by Lusso Clean LLC, knowing that such employment is dependent upon my compliance with Lusso Clean’s policies, I agree to abide by those policies at all times.

I understand that the Guide is not a contract of employment, that it does not create any legal or contractual obligation on behalf of the Company, it does not create property rights in my job, and that Lusso Clean has the right to make changes in policies, procedures, practices, wages, and benefits at any time, with or without notice. I further understand that my employment is “at-will” in that I may be terminated at any time, with or without notice and with or without cause, and for any reason which, in the sole discretion of Lusso Clean, warrants such action. Likewise, I understand that I may terminate my employment with Rosewood at any time, with or without notice and for any reason.

I understand and agree that the terms of this Acknowledgment may not be modified or superseded except by a written agreement signed by the Director of Human Resources or Managing Director, that no other Associate or representative of the Company has the authority to enter into any such agreement, and that any agreement to employ me for any specified period of time or that is otherwise inconsistent with the terms of this Acknowledgment will be unenforceable unless in writing and signed by the Director of Human Resources of Managing Director. I further understand and agree that if the terms of this Acknowledgment are inconsistent with any policy or practice of the Company now or in the future, the terms of this Acknowledgment shall control.

Finally, I agree that this Acknowledgment contains a full and complete statement of the agreements and understandings that it recites, and I agree that this Acknowledgment supersedes all previous agreements, whether written or oral, express or implied, relating to the subjects covered in this Acknowledgment.