Hobart Airport - Delaware Northstaffing.delawarenorth.com.au/cso/InductionForms/forms/Site... ·...

Delaware North Companies

Site Employee Hand Book

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Hobart Airport Site Handbook January 2014 1

Welcome from Kieran Fitzpatrick Executive Director Travel Hospitality Service Welcome to Hobart Airport, a contract within Delaware North's Travel Hospitality Services (THS) portfolio which has a rich and diverse global history dating back to our first contract in the USA in 1941. Our first Australian THS contract was secured in 1988, the year Delaware North entered the Australian market place. That contract was Hobart Airport – which proudly remains a part of our THS portfolio. Today, Delaware North Companies has a presence at almost every capital city in Australia, at Wellington Airport, the gateway to the north island of New Zealand, and Sydney’s major rail terminal. We continue to gain increased market share through growth within our existing contract base and our success in competitively tendering for new business. Most recently we were awarded contracts at Alice Springs and Darwin Airports.


Awards:

Adelaide Airport • Retailer of the Year of Adelaide Airport 2010 • Franchisee of the Year for South Australia & Victoria Annual National Hungry Jack’s

Awards 2011 Hobart & Launceston Airports

• Villa & Hutt Franchisee of the Year Award 2011 Canberra International Airport

• Australian Airports Capital City Airport of the Year Award 2007 Adelaide Airport

• 2009 Qantas Retailer of the Year

For more information Visit Blue Square for full site information sheets and individual profiles on each of our retail food and beverage concepts.


Key Contacts at Hobart Airport

Whilst it can be daunting to commence in a new role, there are many team members ready to support you. Below is our Delaware North Hobart Airport Office address and contact details. Our team represents the best talent in the hospitality and food service industry, passionate about working closely with our partners to bring the most memorable experiences to guests around the world.

Administration Office

Address: Delaware North Hobart Airport P.O Box 147 Hobart Airport, Sorell TAS 7012 Phone: (03) 6248 5186

Fax: (03) 6248 5701

Key contacts for Hobart Airport are listed below:

Title Name Contact Number

Food and Beverage Manager Leo Watkins 0410 451 406

Business Manager Tim Frost 0424 751 000

Administration Officer Denita Bedelph (03) 6248 5186

Human Resources Advisor Michelle Carling (03) 9335 6227

Key Contacts at Central Support Office

A team of professionals are based at Delaware North’s Central Support Office (CSO) in Melbourne, who come to work each day with the primary purpose of supporting Delaware North’s operational sites. Our intranet contains profiles and photos of some of these key contacts who will be crucial in supporting you in your role: http://bluesquare.dncinc.com/AUSNZ-OurManagement.aspx The Central Support Office is located at Level 2, 630 Church Street Richmond, Victoria 3121. The central contact number is (03) 9413 6200.

You may contact or be contacted by some of these team members or by other representatives from CSO as part of your on-boarding and induction program. A current team member phone list can be found on our intranet: http://bluesquare.dncinc.com/Australia-Phone-List.aspx


Hobart Airport Overview and History

Hobart Airport has been part of Delaware North since 1988 and our offer continues to evolve to meet our guest needs. In 2005 our partnership with Hobart Airport was strengthened with the awarding of a 10 year contract.

Description of Outlets – Retail

VILLA & HUT KAFÉ - LANDSIDE The Villa & Hut Kafé specialises in toasties, sandwiches, sweets and biscuits and its famous chais, coffees and herbal teas. Villa & Hut Kafé opened in late 2008 and has been warmly embraced by travellers, meeters, greeters and staff. ABBOTT’S Australia’s first cookbook was written in Hobart by Edward Abbott in 1844 and published in London by Sampson Low, Son and Marston. Abbott’s café combines a traditional snacks offer with the growing demand for more contemporary menu options that reflect healthier eating patterns. Display cabinets present a visual menu of many items with a further selection made to order. 1848 1848 – Tasmania’s first experiment with grape vines resulted in a white wine that was shown at the Paris 1848 exhibition. A truely Tasmanian bar, 1848 serves a menu of outstanding Tasmanian wines, bar snacks, coffee and meals with a strong focus on locally grown produce.

DOME DOME is a Perth based successful up market café brand that specializes in premium coffee and tea blends. DOME has two existing cafes in Hobart (Elizabeth Street Mall and King Street, Sandy Bay). DOME Hobart Airport will initially offer a limited range of cookies, chocolates muffins and DOME’s own coffee blend, specialty teas, hot chocolate and chais.


Venue Facilities

Maps

Please find a map of your site below:

Parking

The following parking options are available to you to your site:

Parking: Staff parking is available near the taxi rank around a two minute walk from the terminal. As you drive into the terminal, you keep left and drive past the taxi rank and the staff car park is your left. Parking is charged at $3 per day and is deducted each week from your pay.

ATMs

It is important to know where your closest ATM is as guests will often ask. We have machines located at various locations throughout arrivals and departures.

Team Member Entry Point

The Team Member entry point is through the screening point at 1848 Espresso Bar.

Lockers and Personal Property

Personal belongings are not to be taken into work areas and must be left in the Cupboard located in 1848 Espresso Bar. Please ensure your phone is turned to silent or switched off when left in the Cupboard. Mobile phones should not be taken to work areas. Please do not bring valuable items to work. Delaware North will take care to ensure your personal belongings are safe and secure, however, accepts no liability or responsibility for team member’s personal property.


Toilets and Showers

We do not have dedicated team member bathrooms. However, there are public toilets located at either end of the terminal and in the departures lounge. We do not have showers for team member use.

Smoking Areas

It is an absolute imperative that team members smoke only in approved smoking areas. Your dedicated smoking area is located at the front of the terminal. Please ensure you continue to represent the Company appropriately during your breaks, and remove aprons (for example), dispose of cigarettes appropriately and wash your hands thoroughly on returning to work. Uniforms, identification passes (ASIC) and name tags should be covered when smoking in the dedicated areas.

Employee Meals

All meal and drink purchases are to be made in line with your venue’s Staff Meals and Discount Policy. Any removal of food or drinks from Delaware North without a valid receipt of purchase will be classified as stealing, and may lead to disciplinary action, up to, and including termination. Any team member found giving away food and/or beverages, pilfering the company’s property and/or cash, or not using the point of sale (POS) terminal correctly (as explained in the POS Manual), will be treated as Serious Misconduct and may result in instant dismissal.

Break/Meal Areas

All meals and drinks must be consumed in approved break/meal areas. The only exception will be where water bottles are approved to be consumed due to heat or other environmental issues.

Alarms, Access Cards, Security Codes & Other Security Information

If you are allocated any Access Cards or Security Code information it is important that you treat this property as you would your own credit card and personal pin numbers. Do not share this information with anyone as you can be held accountable for unauthorised access with these details. If you have any questions regarding security measures please speak with your Line Manager.

Security Procedures and Processes

Due to the security of the airport the following applies:

• No baggage is to be held by a Delaware North team member for customers

• Any baggage left unattended must be reported to the AFP

• Any item considered a security risk (knives, bottle openers, scissors etc) which are used for the daily operations of the business must be kept in secure locations at all times, and the location must not be visually or physically accessible or known by customers. These items must be kept in a secure locked environment and it is the responsibility of the employee to ensure such items are accounted for at all times

• You must not leave open, obstruct or prop with objects any doors within the airport. No unauthorised staff should be in service areas, kitchens or stores. You may only enter areas within the venue that you are required to and authorised to enter by Management and permitted under your ASIC pass provisions.


Safety and Emergency Procedures Safety Standards

The Occupational Health and Safety law requires employers to protect both employees and non-employees (including contractors, visitors and members of the public) against risks to their health arising from their business undertaking. Delaware North is committed to search for, detect, eliminate and/or control, so far as is reasonably practicable, any possible areas of risk to health and safety. In accordance with Delaware North’s policies and procedures team members are responsible to:

• Identify hazards in their work area and report these hazards to supervisors immediately • Comply with all instructions and follow safe work procedures at all times • Report all accidents and near miss incidents regardless of how minor they are • Work in a safe manner and encourage team members to do the same • Immediately notify the appropriate department to address spills, cleanliness and

maintenance issues • Not recklessly interfere with or misuse equipment provided by the company to protect the

health, safety and welfare or our guests and team members • Not to do anything that endangers yourself or others.

Fire and Emergency Evacuation Procedure

In accordance with Occupational Health and Safety Law and Delaware North Policies, team members are required to understand their venue’s fire/emergency evacuation procedure. Team members are to assist with practice evacuation procedures and understand their role and responsibilities in evacuation situations. All fire/emergency evacuation procedures with detailed meeting points are located in designated staff areas.

The site meeting point is located to the left of the car rentals outside the terminal.

Medical Assistance

In the unfortunate event of an injury or illness at the workplace, Delaware North requires team members to seek First Aid attention immediately. First Aid can be administered from trained First Aid personnel, external First Aid providers or from medical practices. If team members are required to be treated by medical practitioners, they are required to obtain and provide to management a Certificate of Capacity as soon as possible.


Before You Start Food Safety

As a hospitality organisation, we pride ourselves on setting and maintaining high standards of food presentation and preparation. All team members who are likely to handle food or supervise a team that handle food as part of their role must have completed a Food Hygiene qualification with a Registered Training Organisation prior to their first shift or within their first 90 days of commencing on site. The course code is SITXFSA201: Participate in Safe Food Handling Practices or SITXFSA101: Use Hygienic Practices for Food Safety (as at June 2013) in Australia.

Responsible Service of Alcohol

Any Delaware North team member or Line Manager who will be working or supervising areas that serve alcohol must complete Responsible Service of Alcohol training that meets state based requirements. Proof of completion must be provided to your HR representative prior to your first shift.

Delaware North is committed to the principles of responsible service of alcohol and encourages the moderate consumption of alcohol for all guests. Any Team Member serving alcohol to guests are required to meet the requirements of the liquor license at their site or they may be subject to performance management up to and including termination of employment. Team members are expected to be knowledgeable with the guidelines of responsible service of alcohol including:

• Persons must be 18 years of age to purchase liquor • Proof of age is required • We will not serve patrons who are intoxicated, rowdy, behaving in an offensive manner or

are engaging in activities that may harm others or encourage excessive drinking • Team members will look for warning signs of intoxication and refuse service • Team members are asked to discreetly inform the Line Manager on Duty of any

troublesome customers so they may deal with the complaint.

Additional Certificates/Licences Required

Some roles will require additional certificates or licences and these would have been discussed with you during your interview. This could include forklift tickets, proof of Apprenticeship completion, Police Clearance for cash handling roles or your ASIC certification in airports. It is important to have provided this information to your Hiring Manager or HR representative prior to the commencement of your first rostered shift.

What to Bring With You on Your First Day

Your Hiring Manager or HR representative will advise you of any special items to bring with you on your first day, but here is a general guide:

• Copies of relevant qualifications, licences as required by your role if you have not provided them already

• All payroll paperwork if you have been sent this. If you are completing this on your first day, you will need to bring your tax file number, bank details, superannuation details and emergency contact details

• Notebook and pen.


Uniform Standards GuestPath Standards

Our GuestPath standards outline the expectations of Professional Appearance and Grooming. We ask that all team members attend work ready to serve our guests in a professional manner.

This includes:

• Wearing the correct and full uniform

• Ensuring appropriate footwear is worn and is in good condition

• Wearing a Delaware North name badge each shift

• Jewellery is conservative - a maximum of 2 earrings per ear and must be discreet sleepers or studs. No bracelets or bangles

• Ensuring hair is neat and professional and any facial hair is well groomed

• Ensuring your nails are well groomed

• No body piercings are visible.

Venue Specific Uniform Requirements

Outlet specific uniform requirements are as follows:

- Black trousers

- Black shoes

- Female team members may wear a knee length black skirt with black stockings.

Footwear Requirements

Working in the hospitality industry means that you can be on your feet for many hours a day and it is important to wear safe and comfortable shoes. Most roles will require black dress shoes with non slip soles and closed in toes. Your Hiring Manager will explain your outlet’s requirements to you.

As a key part of your uniform, it is important to ensure footwear is clean and in good condition. Examples of acceptable footwear are shown below:


Rosters and Your Pay Hours of Work

Hours of work for employees will be in accordance with a roster system based around the operational needs of the venue. To ensure our customers receive the highest quality service, it is imperative to be punctual for your rostered shift. Your rostered shift requires you to be dressed in appropriate uniform at your designated outlet, at the rostered start time. Team members due to commence work must take into account any security measures and systems operating at your venue, ensuring sufficient time is allocated for these measures and commencement of your designated shift on time. When you are absent or late to work, your team is affected. If you are going to be absent please provide as much notice as possible (a MINIMUM of 2 hours is required). If you are unable to attend your shift you are required to call your Line Manager (phone numbers in the front of this handbook). Please do not leave a message with anyone other than a Supervisor/Manager.

Rosters

• Rosters will be posted on the staff notice board one week in advance. It is the responsibility of each team member to make any alterations to the set roster with the approval of management with a minimum of 48 hours notice. Roster requests can be placed in the roster request book located near the roster in the office area.

• Any roster changes must be submitted with the signatures of all parties concerned on the shift swap documentation form. Team members who wish to work additional shifts in place of another team member must liaise with Management to ensure it complies with the relevant conditions governing the other team member’s employment in accordance with the relevant Agreement or Award.

Timesheets

Non salaried team members must complete timesheets to ensure they are paid accurately for the hours they work each shift. Team members must sign in at the commencement of their shift and sign out at the conclusion of their shift as well as recording any breaks so as to ensure the right pay rate is being applied and any penalties if applicable. Breaks are generally unpaid unless specifically dictated by the relevant industrial instrument.

• Time sheets are the record of hours for employees that officially document the hours worked by team members.

• Team members are responsible for ensuring these hours are correctly accounted for, and by signing your time sheet you are formally acknowledging to the best of your knowledge they are true and accurate. This will include all start, finish and break times.

• Deliberate acts where team members have noted false or misleading information may be considered as serious misconduct, and may result in instant dismissal.


How and When You Will Be Paid

Salaried team members are paid directly into their nominated back accounts on a monthly basis. Payment is made on the 21st of each month; made up of payment for three weeks behind and one week ahead. The payroll cut off date for new team members joining the business is the 15th of every month. Non salaried team members are paid weekly. Bank accounts must be in your own name and please ensure all details are correct before submitting your completed paperwork. The pay week for non salaried team members commences on a Monday (am) and concludes on the following Sunday (pm). Wages are deposited directly into your nominated bank account. Funds are generally available the following Thursday or Friday for weekly team members. Exceptions to this will be when a public holiday falls on a Monday and as such payments will be delayed by one day. If any of your personal details change (bank, address etc), please notify your Line Manager and complete a new personal details form. Payroll Enquiries

All payroll queries must be made in writing so they can be followed up accurately. Please contact your line manager.

Payslips

Delaware North provides both paper-based and electronic payslips to its team members depending on your venue and division. At venues where team members are forwarded electronic timesheets, facilities to print these are made available in the staff check in area or venue office. Paper-based time sheets are posted to the venues directly and in most cases are available on Fridays – these are usually one week behind. Annual Payment Summaries are posted out to team members. Please remember if your address changes (or any other personal details) you must inform your payroll representative in writing to ensure you receive your Group Certificate in a timely manner.

Online Leave Kiosk – Salaried Team Members

Salaried team members have access to their payslips, payment summaries and leave balance through an online kiosk. Team members will receive their log in details and instructions on how to use the system within their first month of employment from [email protected].

All leave requests are logged by team members and approved by their Line Manager through this system and no paper forms need to be completed. If a team member requests leave and their Line Manager does not approve or decline it through the kiosk in a timely manner the request is escalated to the one up Manager for consideration. If a team member is unwell it is his /her responsibility to retrospectively request the leave online when they are back on the office.


Site Specific Code of Conduct

Mobile Phone and Telephone Use

The use of personal mobile phones is not permitted whilst on shift. Mobile phones must be switched off and kept in your bag until the completion of your shift. Neither personal calls nor incoming calls are to be made on the company telephone unless permission is provided by your Line Manager in advance. All other calls made on the company telephone are to be conducted courteously, in line with GuestPath standards.

Speaking to the Media

In accordance with Delaware North’s Media Policy, no team member is to make comment or speak to any member of the media or on public record about their venue/site or the Company. In the event that you are asked to comment, simply direct the patron/media representative to your supervisor or a member of the Delaware North management team. Only the Managing Director may represent the Company. For further clarification, please refer to the Operations Policy Manual – Communications Policy or speak with your Line Manager.

Confidentiality

All employees are expected to abide by Delaware North’s Code of Conduct which includes abiding by all laws, rules and regulations that are applicable to the Company’s activities. Employees must ensure that they are informed and comply with all laws applicable to their activities on behalf of the Company which includes any dealings with both internal guests and external guests of Delaware North. This includes maintaining confidentiality, avoiding conflicts of interest and accurate financial accounting.

While a employee of Delaware North you are requested not to divulge or use any confidential information about the Company. It is a condition of your employment that you may not, without authorisation, copy any Delaware North material i.e. materials, correspondence, computer printouts, financials, client lists, electronic materials, etc. When leaving a venue all materials must remain onsite and ALL employees are expected to comply with the National Privacy Laws.

Cash Handling

Delaware North has corporate cash handling policies and procedures. These policies and procedures are necessary to prevent mishandling of cash and define employee responsibilities in the cash handling process. All employees in positions involving cash handling must ensure they are informed and comply with Delaware North’s corporate cash handling policies and procedures. An employee found to have breached these policies or procedures may be disciplined up to and including termination. As part of the Cash Handling Policy all employees of Delaware North are employed on the basis they will be diligent and honest during the course of their employment. Many employees are in responsible positions involving cash handling; the Company expects a very high standard of diligence from employees dealing with cash.


Company Property

As an employee of Delaware North you are obliged to adhere to the following conditions regarding your use of company property, this includes but not limited to: uniforms, company vehicles, mobile phones and lap tops.

• To take good care when using company property and to ensure that it is properly and responsibly maintained

• Not to allow the property/equipment to be used by anyone not approved by the Company

• Not to fit any accessories to the property/equipment without prior written approval from the Company

• To go about doing your work in a competent manner when using the property/equipment of the Company

• To obtain permission for use of company property/equipment for non-work purposes

• Not to use the Company's property/equipment if intoxicated through alcohol consumption or drug taking.

Damage of Company Property

Any team member involved in an accident as a result of alcohol consumption or unlawful drug taking, negligence, or recklessness will be required to pay for all associated costs and will face disciplinary action up to and including termination of employment.

Visa Compliance

Under immigration legislation, Delaware North is obligated to check and monitor team member work entitlements to work in Australia. Delaware North will verify team member work entitlements by asking for proof of employment right documents such as an Australian Citizenship Certificate, a Birth Certificate or a Passport. Every team member from overseas must have a valid Australian visa with working rights.

Team members with temporary or limited working rights (such as working holiday or student visas) have personal obligations to comply with their Visa conditions and to provide prompt notification to their Line Manager regarding changes to their working rights. Team members found to be working in breach of their Visa conditions (such as working outside the allowed hours of work) or overstaying their visa expiry date will face cancellation of their current visa, have a bar placed on their personal record not allowing them future entry into the country and face immediate departure from Australia. If Delaware North becomes aware of a breach in your Visa conditions your employment may be terminated.


Benefits

Reward and Recognition Programs

Delaware North has a national Reward and Recognition program active across all venues called Team Member of the Month. Team members who exhibit model behavior aligned to our Pillars and Principles are nominated by management and / or peers with a monthly site winner announced and rewarded. Winners are regularly featured in our internal newsletter The Dish. An overall venue winner is decided at the end of each year and a Team Member of the Year prize is awarded. Each of our divisions; Parks & Resorts, Central Support Office, Sportservice, Sportservice & Entertainment and Travel Hospitality Service then confirm an overall winner for the year. Fantastic prizes are on offer for the winners including accommodation at one of our resorts or corporate box tickets at one of our venues and airfares across Australia. Our venue also has its own unique reward and recognition program to motivate and reward excellent performance amongst the teams, called Team Member of the Month.

Parks & Resorts Friends and Family Discounted Rates

Family and Friends rates for all of our Australian Parks & Resorts are valid for any Delaware North team member as well as their family and friends.

If you are considering a holiday to Lizard Island, Heron Island, Kings Canyon, El Questro Wilderness Park or Wilson Island, this can mean up to 50% off the standard rates which represents great value.

To take advantage of this fantastic offer contact our reservations team at [email protected] or 1300 198 809.

Career Pathways

At Delaware North, our goal is to provide you with exciting job opportunities and to assist you in developing a rewarding and lasting career partnership with us. To assist you in navigating your career path we have developed our very own Career Pathways map for you. Please visit http://bluesquare.dncinc.com/AUSNZ-HR-CareerPathways.aspx for further information or speak to your Human Resources Business Partner. Delaware North makes every effort to promote from within, with due regard for team members interests, qualifications, and the needs of the business. Delaware North provides equal employment opportunities for team members through the following channels:

• Online Job Board www.delawarenorth.com/careers.aspx

• The Dish – Hot Jobs Section


Acknowledgement Form

Thank you for taking the time to read over your Site Handbook.

Please complete the following Acknowledgement Form:

� I acknowledge that I have received my Site Handbook and I understand that it includes

fundamental terms and conditions that govern my employment with Delaware North.

� I understand my requirements to comply with the policies and procedures, benefits and

services, condition of employment and the code of conduct and other practices as described in this handbook. I also understand that Delaware North may update or add to any of the above conditions and I will be notified during the course of my employment.

� I also understand that if I have any questions or concerns regarding any aspect of my

employment or conditions I should speak directly with my Line Manager for clarification.

Name:

Signature:

Date:

Line Manager Signoff.

� I have provided an opportunity to raise any questions the team member has in relation to the

information provided in the Hobart Airport Site Handbook.

Name:

Signature:

Date:

Position:

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