Welcome ...... 2 Our Organisation...... 2 It’s All About Us...... 3 Organisation Structure ...... 4 The BCEC Way...... 5 Corporate Social Responsibility...... 5 Our Vision ...... 6 Our Values ...... 6 Our Service Promise - RAARR ...... 7 Customer Complaints ...... 7 Quality Management System...... 7 BCEC Management System ...... 7 Our Brand - Next Level ...... 7 It’s All About You ...... 8 Brisbane Convention & Exhibition Centre Code of Ethics ...... 8 Professional Behaviour ...... 8 Personal Presentation and Grooming...... 9 Presentation and Grooming Standards ...... 10 Your Conduct at Work...... 11 General Rules ...... 11 About Your Performance...... 13 Performance Management ...... 13 Performance Reviews...... 13 Counselling and Discipline...... 14 Learning and Development ...... 15 Complaints, Grievances and Disputes ...... 16 BCEC From B to C...... 17 Employment Type ...... 17 Your Pay ...... 18 Employment Separation...... 19 General Employment Rules ...... 19 Communications ...... 20 Staff Facilities and Benefits...... 20 Your Health and Safety at Work ...... 21 Accidents in the Workplace...... 21 Fire Safety...... 23 Safety and Security...... 23 BCEC Assembly Point Emergency Evacuation ...... 24 Employment Equity ...... 25 Equal Employment Opportunity ...... 25 Discrimination...... 25 Workplace Harassment...... 26 Food Safety—It’s Everyone’s Business...... 27 House Policy ...... 28 BCEC Fact Sheet...... 29

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 OUR ORGANISATION

Opened in 1995, the Brisbane Convention & Exhibition Centre (BCEC) is owned by the South Bank Corporation and managed by ASM Global. BCEC is one of Australia’s premier venues for events, exhibitions and conferences and has been awarded the Apex Award by the AIPC association for receiving the time to time, some of the policies highest client rated service out of any included in this booklet may be convention centre world wide. changed. When such changes occur they will be brought to your attention ASM Global is the world’s leading through written or verbal venue management and services company. The company was formed communications. Keep an eye on the staff notice boards! by the merger of AEG Facilities and We are delighted to welcome you on SMG, global leaders in venue and board as a member of our team and Should you have any questions with event strategy and management. The look forward to working with you. We company’s elite venue network spans regard to these policies and hope that you quickly feel at home and five continents, with a portfolio of procedures or any other matters that you will work with us to ensure the more than 300 of the world’s most affecting your employment with the Brisbane Convention & Exhibition prestigious arenas, stadiums, company, please contact your Centre maintains the reputation we convention and exhibition centres, supervisor or a member of our Human have gained since opening as one of and performing arts venues. Resources Department for assistance. the leading convention centres of the Venues currently under ASM Global world. management in Asia Pacific, India I would like to add, as a final comment, that we recognise the very important and Middle East are: Our goal is to achieve excellence in all part our staff play in the success of our events and deliver a superior business. Our research with our AUSTRALIA experience for clients! clients consistently tells us that they value the relationships they build with Brisbane Convention & Exhibition We have prepared this handbook to Centre: 44 meeting rooms, 4,000 our staff at all levels. help you settle in to your new job and seat capacity in the Great Hall with to understand what you can expect the capacity to extend to 8,000. All our staff are involved in the BCEC’s from our organisation and, in return, 20,000 square metres of exhibition promise to our clients ‘Next Level’. what the organisation expects from space and one of the largest grand Please help us deliver on this promise. ballrooms in Australia. you. We wish you every success in your Brisbane Entertainment Centre: It is not intended to cover everything new position and hope that your 13,500 seat indoor arena and 5 court but it does try to answer some of the employment relationship with us will be indoor sports centre, Brisbane’s major questions you may have concerning a rewarding experience. concert venue, as well as host to the company, our policies, procedures, family events and major indoor benefits and other issues relevant to sporting activities. Kind regards your employment with us. These have Suncorp Stadium: 52,500 seat been developed to ensure the smooth stadium, home of the Brisbane operation of our business and your Broncos, Queensland Roar and well being as an employee. venue for major sporting events. Please read your handbook thoroughly ROBERT O’KEEFFE Cairns Convention Centre: 7 and retain it for future reference. From meeting rooms, 2,400 seat General Manager convention centre, and 5,300 seat multi-purpose arena. 2 Continued on page 3

HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 OUR ORGANISATION cont. The Brisbane Convention & Exhibition Centre

Darwin Convention Centre: The organisation consists of a variety of departments, all equally critical to the 1,500 seat convention centre as part of the Darwin Cove Redevelopment. success of the BCEC. Our management team is responsible for achieving the goals of the organisation through their supervisors and their staff. Qudos Bank Arena (Sydney): 21,000 seat indoor arena, Sydney’s major concert each of the departments. venue. Managed by AEG Ogden on behalf Executive Group of PBL (Publishing and Broadcasting Ltd). The General Manager, Robert O'Keeffe and the Executive team We have department heads in the International Convention Centre (ICC) ensure that the organisation is run following areas: Sydney: Total exhibition space of 35,000 efficiently and effectively. They meet sqm, external event deck 5,000 sqm, regularly to discuss strategic, • Food & Beverage Service including a bar and lounge with spectacular operational, financial, staffing and • Housekeeping Sydney city views, 8000 seat premier red carpet theatre. policy matters and are responsible for • Facilities Management the overall strategic direction of the • Customer Services Newcastle Entertainment Centre: 6,300 BCEC. Executive managers are • Event Services seat multi purpose sport, entertainment and generally responsible for a section of • Finance exhibition centre and show grounds. the organisation, usually made up of • Human Resources multiple departments. We have RAC Arena (Perth): 15,500 seats indoor • Audio Visual Executive managers in the following arena with function rooms and 36 suites. • Kitchen, including Stewarding areas: • Safety & Security First State Super Theatre: Capacity for • Information Technology 9000 guests, amazing audiovisual • Food & Beverage • Event Planning properties and a fan-shaped layout that • Technology & Innovation • Marketing & Communications affords unobstructed views of the stage • Facilities NEW ZEALAND • Sales • Event & Customer Services The Team Te Pae Christchurch: Opening in 2020. • Human Resources • Finance ASIA The rest of our staff is made up of specialists, supervisors, team leaders Kuala Lumpur Convention Centre: 22,659 and full time and casual enterprise sqm total exhibition space over 6 Halls, agreement staff. It is our view that 2000 seat Grand Ballroom, 500 seat three level tiered auditorium. each staff member plays an important role in the success of the BCEC, and Shenzen World Exhibition & Conference that individual commitment is what Centre: Opening in 2020. puts us ahead of our competitors. Every department shares equal Kai Tak Sport Park: Opening in 2023. responsibility for, and is equally MIDDLE EAST critical to, achieving the BCEC’s goals. Oman Convention Centre: 22,000 sqm exhibition space, 19 meeting rooms, 3,200 Operational Management seat three level theatre Group Coca Cola Arena (Dubai): 20 000 seat Our department managers are arena spanning over 47 000 sqm responsible for individual departments within the BCEC and report to an ASM Global also has ownership interest in Executive manager. Our department Venues Live, the management company of heads meet every fortnight to discuss ANZ Stadium, Bankwest Stadium and Optus Stadium. operational matters, plan for upcoming events, share critical Check out the website www.asmglobal.com information such as financial, staffing for further details and policy issues, and ensure a good level of communication and information sharing exists across 3

HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Departmental Responsibilities

General Manager Robert O’Keeffe

Food & Technology Facilities Director of Event & Human Finance Beverage & Director Sales Customer Resources Director Director Innovation Services Director Director Director

John Michael Ian Alison Shaun Kym Carla Gaudin Duckworth Chalmers Gardiner Mitchell Guesdon Powell

Building Employee Financial Food & Audio Visual National Event Planning Marketing Services Relations Management Beverage Conventions Communication Service Information Exhibitor Security Services Industrial Accounts Technology International Relations Payable & Cellar Conventions Work Health & Box Office Receivable Operations Ungerboeck Safety Corporate Learning & Payroll Banquets Sales Housekeeping Development Cashroom Retail Research Floor Recruitment & Operations Selection Management Quality Kitchen Uniform Room Assurance Information Desk Purchasing Stewarding Sets Loading Dock

Ushering Car Park

Agility

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Our Corporate Social Responsibility philosophy incorporates both our community and our environment.

We put this philosophy into practice through a wide range of activities which aim to reduce harm on our natural environment and provide assistance to our local community. BCEC’s environmental credentials are reflected in our EarthCheck Gold certification, a globally recognised environmental management and certification program. The Centre’s AIPC Quality Standards Gold Certification is part of a broader based program which evaluates key areas of convention centre performance including working with the community.

BCEC is a partner in AEG Ogden's environmental program, AEG 1EARTH which measures the impact of AEG Ogden's venues and identifies projects to improve environmental performance. Please see our website for more information. As an employee at BCEC you are required to demonstrate your commitment to our Corporate Responsibility programs by participating in related activities. As part of this commitment please read BCEC’s Corporate Responsibility Guide – ‘It’s in your hands.’

The Centre has received EarthCheck Gold certification for its sustainability practices and was the first Australian convention centre to introduce the services of a tai- lor made carbon calculator for

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 The BCEC Way

Our Values determine the actions and the decisions of our people and strongly influence the way we do business. Activation of our core values is what strengthens our community, delivers our vision and service promise. ______

CARE : We are building the BCEC Community We aspire to positively impact the people around you We take pride in our world class building and facilities We take ownership for the impact that you have on those around us

______

TEAMWORK IDEAS We communicate Challenge the everyday! We are open and honest Great ideas can inspire change and create lasting impacts We are trustworthy and reliable Discuss ideas with your team leader or submit on myBCEC We are respectful of others ______

PERFORMANCE CORPORATE SOCIAL RESPONSIBILITY We are constantly striving to be the best We support our local community both financially and with We have a positive attitude and perform well as a our time and resources team Caring for the natural environment through our day to day We are responsive to customer needs operations

Our Service Promise

Our vision is to be recognised as the world’s best Our Service Promise has been developed to support Convention & Exhibition Centre you in your daily work and the overall achievement of our Vision.

We ask you to deliver our Service Promise every time you work.

Our Service Promise is the framework for our every action. It is the key to delivering outstanding service and is a commitment to our customers that says, “this is the way we do things around here” and every time that you deal with us this is what you can expect.

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 We promise ... The BCEC is an extremely successful Centre, awarded Worlds Best Convention Centre 2016—2018. It is the • Reliability you can trust most awarded Centre in Australia, with 179 and counting • A Positive Attitude major industry awards since opening in 1995 and is recognised for its highly personalised level of customer • Assurance we are competent in what we say service and professional and loyal staff. and do Whilst the BCEC is a very successful Centre, new • We will be responsive to customer needs & centres are continually being built and upgraded. Therefore competition is extremely strong. In order for • Respectful of everyone the BCEC to remain a market leader and be competitive, it is essential that our marketing communication delivers Think about how you can deliver our promise to your a promise to our clients, one which truly reflects our internal and external customers operational and service behaviours.

The BCEC promise of Next Level service and events acknowledges the Centre’s strong focus on a very high Sometimes in our work we are confronted with a standard of customer service and reflects our newly customer complaint or a difficult customer. Follow these sim- expanded building delivering greater choice to clients. ple steps and make it your goal to convert that unhappy customer into a happy customer: Next Level reflects our reputation for being personal, • Listen friendly, flexible and reliable— building on the already • Accept the customer’s feelings strong foundations of our exemplary customer service, • Clarify the complaint professional and loyal staff, our Service Promise, and • Take action the flexibility and capability of BCEC. • Refer the complaint Next Level is more than a marketing message. It is Quality Management System BCEC‘s commitment to all clients and guests of the Centre, is contained in all advertising and promotional The BCEC has implemented a combination of policies, material and should be reflected in everything you do at procedures and forms to ensure that work is performed work in your day to day tasks. consistently within statutory requirements, contract requirements and internal standards so that client Please help make this commitment a reality and keep expectations are continually met, and to help us deliver the BCEC as a leader in our field recognised for its overall excellence. consistent, first class service.

These documented procedures form part of the BCEC Management System, which complies with both ISO 9001 The BCEC Management System comprises the following: and ISO 22000 international standards. • Quality Manual - this manual describes the quality What is ISO 9001? management system in operation at BCEC, which has ISO 9001:2015 (developed by the International been implemented in accordance with the quality policy. Organisation for Standardisation) specifies requirements • Food Safety Manual - this manual describes for a quality management system that needs to ensure the food safety management system in operation at consistent quality in the services and products we provide BCEC, which has been implemented in accordance with our clients. With this certification, our clients can be the food safety policy. The purpose of this manual is to confident that BCEC is dedicated to maintaining the identify food hazards and risks at every step of the food highest efficiency and responsiveness. chain, with controls and preventative measures in place to mitigate the risks. • Operations Plan - the BCEC's Operations Plan Quality is everyone's responsibility and all staff are contains policies, procedures, work instructions, check expected to actively participate in all quality-related lists and forms, supported by a range of other activities. documentation. • Records - the records contain the documentation What is ISO 22000 ? supporting the review, audit and updating of the ISO 22000 specifies requirements for a food safety BCEC's Management System and also details the management system where an organisation in the food training provided to staff. chain needs to demonstrate its ability to control food safety hazards in order to ensure that food is safe at the time of For employees with BCEC network access, soft copies of human consumption. ISO 22000 certification helps ensure forms and policies can be accessed through the highest level of food safety and food quality for all the Management System Portal located in your start menu. Food Safety Policy is available to all staff via mybcec. patrons who enjoy food and beverage service at 7 BCEC. Full policy available on mybcec.

HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Our Vision, Values, Service Promise The BCEC Code of Ethics outlines • Behave in an appropriate and and Corporate Social Responsibility expected behaviour and is respectful manner, mindful of the program have all been developed to representative of each employee’s beliefs and feelings of others assist you in your day to day commitment to uphold BCEC activities. Our Code of Ethics standards and expectations. • Interact with all people in the way provides the framework for As a BCEC employee we are they themselves would expect to conducting business on behalf of required to: be communicated with the BCEC. Whether you are a front line Food & Beverage Attendant, a • Act professionally, delivering • Value and protect all property Sales Executive, a member of our service and performance and assets at the workplace Production Crew, or a Manager, we excellence must ensure that all dealings related to the venue are undertaken • Be fair, genuine and consistent honestly, fairly and with integrity to in all actions continuously uphold, enhance and protect the Centre’s reputation. • Treat all people equally, refraining from discrimination

Media Social media You are not permitted to communicate to the media BCEC employees are not permitted to access social media without the prior permission of management. Please sites via BCEC computers, network or network attached refer any media requests to your supervisor or devices unless specific approval has been given by the manager immediately. Department Director or General Manager. BCEC employees engaging in social media activity must not use Personal Telephone Calls and Messages social media any time, whether during or outside work Under no circumstances should you make personal hours to discriminate, harass, vilify, sexually harass, bully or calls in front of house areas. Please ensure you victimize employees, clients or contractors of the Centre of make any personal calls during your meal breaks - AEG Ogden. not during your working hours. Avoid having your family or friends contact you at work unless it is an emergency. Visitors A visit from your friends and/or family during your work Mobile Telephones and Devices hours is not allowed. You are required to meet your friends You may be permitted to carry your mobile phone and/or family outside the BCEC after your shift finishes. whilst on duty, however your department manager will You are not permitted to bring friends or family into back of talk to you more about this during your department house areas, nor into the Staff Bistro. This area is for induction as to what is appropriate and reasonable. employees of the BCEC only. Personal communication on your device should be avoided during work hours and when you are in front of house/ public areas. Some areas are now device Rumours free zones. Please ensure you check for messages Rumours can be damaging and hurtful. They can also be during your meal break. incorrect. Don't depend on rumours, get the facts. Ask your manager or supervisor if you are uncertain.

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 The appearance of your uniform and the manner in which you wear it will create a lasting impression on our customers. If you have a uniform supplied, you are required to wear it in full, every time you are on duty. If you are not provided with a uniform, suitable business attire is required. To assist us with maintaining your uniform we ask you to follow these guidelines:

• Please take care of your uniform while you are at work • All staff must return their uniform to the Uniform Room at the end of each shift • Let the Uniform Room team know if buttons are missing, hems are down, or there are any stains or marks that may need special laundering attention • Unless soiled and to assist with limiting the wear and tear of the fabric, please consider wearing your jacket or vest for a minimum wear of 30 hours and your trousers for a minimum wear of 20 hours.

Personal Hygiene

This is a personal issue and all staff are expected to maintain high standards of personal hygiene. It is absolutely essential that you:

• Shower and use deodorant daily • Are clean shaven • Clean your teeth regularly, at least twice a day • Cover any cuts, sores, abrasions (blue food grade band aids only) • Keep your breath fresh • Wash your hands before working with food • Keep finger nails clean and well manicured.

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Our uniform and business attire presentation and grooming standards are designed around your comfort in your workplace. We want you to feel at ease in a corporate environment.

Our goal is to ensure our overall presentation is consistent, projecting a professional and relaxed corporate image to our clients.

Name Badge Name badges are to be worn on the top left hand side of either your uniform or business attire. If your badge is starting to look scratched and untidy, please place a request for a new badge with the Human Resources Department. If you lose your name badge a replacement can be requested through the Human Resources Department for a fee.

Dress Whether in uniform or suitable business attire, dress must be clean, neat and in good repair. Suit jackets are to be worn when front of house.

Shoes We urge staff to think about comfort and safety. Shoes need to be clean and in good repair, leather or a leather look and no canvas or sport shoes. BLACK fully enclosed shoes are required with a uniform.

Socks Socks must match your uniform trouser avoiding multi coloured or patterned socks.

Hair Hair should be clean, neat and tidy at all times. No extreme hairstyles or colours. Hair past collar length to be tied back. Hair adornments to be kept simple and matched to the uniform. Food handlers should avoid hairstyles which allow hair contact to contaminate food.

Facial Hair Facial hair should be short and neatly trimmed or clean shaven. Whilst beards and moustaches are acceptable stubble is not.

Make up Make up should be natural and kept to a minimum. Perfumes, scents and cologne should be mildly scented and sparingly applied.

Fingernails Nails should be clean and neatly manicured, polish in keeping with a corporate environment. Chipped polish is not acceptable.

Jewellery All jewellery to be kept to a minimum. Aim for a minimal look.

Personal hygiene Please be considerate of those around you and ensure good daily personal hygiene.

Other No visible facial piercings or tattoos.

If you have specific questions relating to your presentation or grooming please speak to your department manager.

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Each of us has the responsibility to conduct ourselves in Where the work rules have not been followed, the workplace both professionally and appropriately disciplinary action will occur. We aim for a positive within the behavioural guidelines and employment rules approach to disciplinary action and try to work with our of the Brisbane Convention & Exhibition Centre. employees to rectify the situation for everyone's benefit. Therefore we have developed workplace rules to For further information about our disciplinary process, promote teamwork and achieve the goals of the refer to the section on Counselling and Discipline. organisation.

We expect you to abide by these rules. Please read, understand and follow these rules in your day to day work. Our rules are common sense, requiring conduct acceptable to a customer service environment.

Eating and/or Drinking on the Job Finger Vein Scan Meal breaks are provided for the consumption of food Be sure to scan your finger in and out as you enter or and beverages. It is not acceptable to eat or chew gum leave the building, to activate or deactivate your card. This on the job. Water bottles are acceptable whilst working. forms the basis of your time and attendance record as well as activating and deactivating your access to some work Smoke-Free Working Environment areas. It also assists us with our security and emergency In accordance with Government regulations the procedures. Please ensure you have changed into your Brisbane Convention & Exhibition Centre is a smoke uniform and are ready to commence work at your rostered free work place. Smoking is only permitted in the start time. You are required to scan in after you have allocated smoking area and during changed and are ready to commence work. authorised work breaks. If you are a smoker, please be conscious of your Please note: No scan = no pay!! breath and the smell of smoke in your hair and clothing, and your proximity to Misuse of the system will not be tolerated and will result in non-smokers. immediate disciplinary action.

Client Property and Lost and Found Restricted Access In the course of your duties you will come across a Use the service lifts and back of house areas to move multitude of goods and items that our clients will bring around the building wherever possible. into our building for display, sale or giveaway at their event. These goods and items belong to our clients. Client Space You are not permitted to access or use any of these Please stay clear of all client areas, shows, functions or goods during an event. At the conclusion of an event exhibitions unless it is a normal part of your daily duties, or staff may be authorised to access items of client special permission has been obtained from your manager, property but you must have authorisation from your or you are an invited guest to a function or event. manager. Front of House Access From time to time, you will also come across a lost, We ask that you do not enter any front of house area mislaid or forgotten article. Please hand the item to the unless you have been assigned to work in a particular Security Department for safekeeping and processing as area. Before you enter a front of house area please lost and found property. ensure you are well presented and in full uniform.

Staff Entrance Leaving your Work Area For security reasons we must know at all times who is Check with your supervisor before you leave your work on the premises. Please enter and exit the building only area for any reason. through the staff entrance via the security control room. Client Relations ID Cards Courteous, friendly conversation in the course of duty is Carry your ID card with you at all times. This is your encouraged. Personal conversations are not. Please passport to the building as it gives access to authorised ensure all interaction with our clients is appropriate. If you areas and helps maintain security and safety within the need assistance please discuss guidelines with your building. Should you lose your card, replacement ID supervisor or manager. cards will incur a charge. 11

HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Emergencies Lifts are also shared with external companies who In the event of an emergency, listen and follow your work within the building particularly during bump in supervisor's instructions. Ensure you have read the "Safety and bump out. These are most likely to be themeists, at Work" section in your handbook. Get to know where the production companies or contractors. fire exits are in your work area. Treat all situations seriously. It is your responsibility to attend fire evacuation training ALL users are required to comply with our back of annually as part of your employment. house access rules and to use the appropriate lift. During peak periods of business activity lift operators Housekeeping and Cleanliness will be in place. We ask you to take pride in your building and its facilities, Please ensure you use the correct lift and access all both back of house and front of house by demonstrating high front of house areas via our underground network standards of cleanliness and good housekeeping. Please report any damage or housekeeping requirements to your There may be occasion where you will be requested supervisor. to use the exhibition concourse to access your work area in the exhibition centre due to high levels of ac- Removal of BCEC Property tivity on the service road – please see below. If you No Brisbane Convention & Exhibition Centre property or need to use a travel route FOH please be mindful of equipment shall be removed from the premises without the our guests. appropriate authorisation. A Property Removal Form must be completed and presented at the security office. Failure to Service Road comply with these procedures will result in disciplinary action It is a mandatory requirement to wear a high visibility and may result in your employment being terminated. safety vest in loading docks and service road areas. You can obtain these from the uniform room or at Personal Property selected service road access points. Please also en- Your belongings are your property. Brisbane Convention & sure you walk along the marked pedestrian walkway Exhibition Centre cannot be held responsible if your where possible and utilise designated crossings when belongings go missing. Keep everything locked securely in it is safe to do so. It is important to remember that your locker and leave valuables and large sums of money at pedestrians share these areas with many different home. vehicles. It is very important that you are paying at- tention to the activities around you when travelling or working loading docks and roadways. Getting around our building – BOH lifts and corridors Where practical to do so and/or when requested you So much activity occurs to build and service an event. The should use the exhibition centre concourse to get to BCEC has been designed specifically so that most of this pre your destination in the exhibition centre. If in doubt and post event activity can occur back of house. ALL front of please talk to your supervisor. house areas and rooms are connected to our back of house ‘underground’ network and you are required to ensure that all of your travel and access occurs via this back of house network made up of service corridors, lifts and occasionally Quick Facts stairs.

We understand our building is very large so have developed The BCEC is home of our very own BCEC underground map to help you get around Australia’s first dedicated via our back of house corridors and lifts. A very large copy Tasting Room in a convention of the full underground map is in our communication corridor centre and outside each lift we have posted the relevant destinations you can reach. It has 20,000 square metres of dedicated exhibition space We also have designated passenger and freight lifts. Where applicable the underground maps outside each lift will detail The Centre has a total of 44 whether passenger or freight. Main lifts for staff to be meeting rooms and event concerned with are lifts 6 and 16 BCEC Merivale Street and spaces lift 19 in BCEC Grey Street.

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Performance management is the process of evaluating and managing an employee’s performance to ensure it is consistent with the BCEC’s objectives and specific goals and standards of an individuals position. The Centre strives to encourage improvements of work performance and behaviour at work to support the delivery of organisational , departmental and individual job objectives and standards.

BCEC’s performance management includes but is not limited to the following;

• Position Descriptions, policies, procedures and standards • Feedback and reviews • Development, coaching and training • Counselling where performance or conduct is poor • Discipline where there is continued poor performance or conduct, or where such performance or conduct is unacceptable

Performance reviews for all staff are conducted to provide recognition, or to provide constructive or corrective feedback, to allow employees the opportunity to improve their work performance. Performance reviews are also conducted to determine your learning and development needs for the next 12 months.

Performance reviews will be conducted on an annual basis and you will be asked to meet with your manager to discuss:

• The achievement of previously set goals • Your overall performance • Establish new goals • Any problems, concerns or issues • Any learning and development requirements for the next twelve months

Performance reviews should be a positive experience for both parties and this can only be achieved if:

• Preparation has been done by both parties prior to the discussion • The performance review forms are completed honestly • There is open and honest discussion without fear of recrimination • Work performance is the basis of the assessment

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Counselling for Improved Performance Final warning or termination of employment, include Counselling is the process of reviewing an employees but are not limited to the following performance performance and conduct with a view to clarifying issues; expectations and assisting the employee to meet expectations by developing effective solutions, for • Criminal activity example re-training. • Fighting, threats or attempted bodily injury to another person on company premises Counselling is a focused discussion to clarify • Stealing company property or property belonging expectations and should be the first step prior to any to others disciplinary action being taken, including issuing a • Malicious behaviour resulting in the injury of an written warning. All notes from discussions and agreed employee or destruction of company property or upon actions are to be kept on the employees file. intentional sabotage • Disorderly or immoral conduct on company Poor Performance or Misconduct premises It may be necessary to issue a written warning to an • Blatant disregard for safety rules such that it employee for unsatisfactory performance, for example causes an accident if there has been no improvement to performance • Insubordination, use of obscene or abusive management or additional training, or if the language misconduct is serious. • Falsification of records, time and attendance records or other internal work records If poor work performance or misconduct is sufficiently • Unauthorised removal of company property and serious, a final warning can be issued, however the records HR Director or HR Manager is to be consulted prior to • Smoking in the building issuing written warnings. Written warnings should • Sexual harassment, bullying or discrimination state; • Sleeping on the job • What the issues is • Failure to carry out a reasonable request • The expectations required of the employee, and • Breach of BCEC Mobile Device & Social Media • The consequences if there is no satisfactory Policy improvement • Making false, malicious or vicious statements about any employee, the company or its Grounds for Discipline products Counselling or first written warning, include but are not • Reporting to work under the influence of alcohol limited to the following performance issues; or illegal substances • Failure to perform properly assigned work • Possessing or bringing illegal substances on the • Littering/contributing to poor housekeeping, premises unsanitary or unsafe working conditions • Tampering with Centre property or equipment This is not an exclusive list but a guideline. Any • Being in restricted access areas other breaches not outlined above will be subject to • Not wearing full and correct uniform and not the appropriate consideration and possible adhering to BCEC presentation standards disciplinary action. • Taking visitors back of house without permission • Neglect in the care and use of company property • Eating or drinking whilst on duty • Absence from work without cause, lateness, failure to show for a rostered shift • Wastage and spoilage • Making or receiving personal calls

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 The BCEC is committed to providing Department Induction Your Role in Learning and quality training and development Development After orientation you will join your opportunities. The continued We are committed to providing a department, and your supervisor or development of our people will enable skills trainer who will work through an range of training and multi skilling all employees to carry out their work induction program which is designed to opportunities. If you are keen to and to support the delivery of our explain the specifics of your develop your career further with our Service Promise. department and job role. organisation we suggest you:

Our training programs are designed to On the Job Training • Actively seek the knowledge provide our staff with the skills, and skills you need to perform knowledge, attitudes, behavioural During your first three to six months your job guidelines and values for the effective you will participate in on the job training • Participate positively in our and efficient performance of their to ensure that you have the knowledge training and development pro- duties. and skills you need to perform your job grams to BCEC standards. • Actively and consistently apply Some training programs are newly learned skills to your job mandatory and considered a part of Attending Training Courses • Take advantage of opportuni- your employment. These programs ties for development by acting will be conducted during paid work Your managers and supervisors are or relieving in positions time. The following courses are keen to help you receive the • Work with your supervisor or considered mandatory: appropriate training to allow you to manager to identify your train- perform effectively in your position, and ing needs at your annual perfor- • Orientation to assist in the development of your mance review • Department induction career. If you have been nominated to • Participate in multi skilling • Job skills for the position you are attend training and are unable to • Volunteer to get involved in employed in attend, 24 hours notice must be given special projects or committees • Workplace Health and Safety and unless there are specific unforeseen • Consider undertaking some fire evacuation training circumstances. external studies • RAARR Customer Service • Get involved in coaching or as- Training myLearning sisting less experienced col- leagues Other programs will be offered as part myLearning is a website that you gain of your ongoing employment or may access to once you join the BCEC be offered specifically for your team. This website has a range of short personal and career development, for professional and personal development example you may be asked to courses to help you develop your life participate in our Supervisory and career. You can log on anytime, Development Program. from anywhere and engage in online learning for free. Orientation This website is also used by the organisation to deliver information and Orientation is mandatory for all new training to staff regarding their jobs. employees at the BCEC. Ideally you will attend on your first day of work, or You will be given time at work to a nominated date very soon after your complete any tasks that are mandatory first day. The sessions are designed and related to your work at the BCEC. to help you understand the organisation, its services and facilities, our client requirements, our policies, procedures, rules and expectations.

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 It is our obligation to provide you with an effective and acceptable means of bringing any complaint, grievance or dispute that may arise at work, to our attention. We have established a procedure to be used by all employees in order to resolve complaints, grievances and disputes in a fair, objective, efficient and consistent manner.

What to do

BCEC employees who wish to raise a workplace complaint, grievance or dispute must first raise the issue with their supervisor or manager and attempt to resolve the issue through discussion between the employee or employees concerned and the relevant supervisor or manager.

There may be occasions where this course of action is not appropriate and the problem can be raised directly with a representative from the Human Resources Department. Depending on the nature of the complaint or grievance a response may involve informal or formal discussion, or formal investigation and resolution process.

A grievance or dispute relating to any matters arising under the BCEC Enterprise Agreement or in relation to the National Employment Standards for EBA staff will be dealt with according to 2.1.3 Disputes Procedure contained in the Enterprise Agreement. You can obtain a copy of the BCEC Enterprise Agreement from the Human Resources Department.

BCEC will take reasonable steps to provide protection to staff who may disclose, in the public interest, acts of improper or corrupt conduct as described in the Treasury Laws Amendment (Enhancing Whistleblower Protections) Act 2019.

Whislteblowers are protected from reprisals, including but not limited to; • Intimidation • Victimisation • Harassment • Discrimination • Disadvantage or adverse treatment in relation to a person’s employment, career, profession, trade or business.

A disclosure can include misconduct or corrupt conduct within the company, conduct that constitutes an offence against Commonwealth or financial legislation or conduct that endangers the public or financial system.

BCEC employees who wish to make a disclosure can do so confidentially and/or anonymously to the General Manager, member of the Executive team, HR Manager, Financial Controller or Safety & Security Manager.

If you have a personal work-related grievance, this is not considered “disclosable conduct”, however these issues can be raised directly with your Department Manager.

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 The Brisbane Convention & Exhibition Centre collective agreement sets out the conditions of employment for full time, part time, flexible part time and casual employees. We will outline some of the key employment conditions that may apply to you, however if you require further information a copy of the collective agreement is available from the Human Resources Department.

The BCEC employs staff in both agreement and non agreement positions. The type of employment depends on the nature of the position, hours of work and the flexibility required. Generally we refer to these two categories as agreement staff and salaried staff.

Agreement Staff The majority of staff employed on a full time, part time or casual basis are paid under the Brisbane Convention & Exhibition Centre collective agreement. This document details pay rates and employment conditions for all staff employed as agreement staff.

Salaried Staff The remainder of full time employees are employed as salaried staff. Conditions of employment are mutually agreed between the Brisbane Convention & Exhibition Centre and each individual. They may differentiate from conditions contained in the collective agreement.

Rosters Rosters will be available a minimum of six days in advance and will be for a minimum of seven days duration. At times our clients’ needs will vary and rosters may have to be changed.

Meal Breaks All full time staff are entitled to an unpaid meal break of a minimum of 30 minutes and a maximum of 60 minutes per day. Casual and part time staff working in excess of six hours are entitled to an unpaid meal break of a minimum of 30 minutes.

Availability – full time employees If you are a full time employee you have made a commitment to be available to work a 38 hour week. It is your responsibility and part of the commitment to full time employment to attend work when you are required as part of your roster. If you have a special occasion and it conflicts with your roster, please discuss with your supervisor or manager well in advance of the shift. We may be able to change your roster or swap the shift, however it is important to note whilst we will do our best to accommodate your need, this will not always be possible. It is not generally acceptable to submit an ongoing unavailability request, for example a need to accommodate a weekly sporting activity.

Availability - casual employees Our casual staff are critical in assisting us to meet event and client needs. The business can fluctuate depending what events are occurring within the BCEC.

Therefore to assist you in gaining sufficient hours of work, the greater your availability the better it is for you.

The minimum engagement for a casual employee is three hours and a maximum of 12 hours. You may also be employed for more than one engagement in a day.

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Pay Day All staff will be paid fortnightly with a pay period beginning on a Monday and ending two weeks later on a Sunday evening. Your pay will be deposited directly into your bank account and will be available to access the Wednesday after the end of each pay fortnight.

Time and Attendance Our time and attendance system provides the basis for your pay, as well as activating building access for you throughout the centre. It records your hours of work against your roster, and your pay is calculated accordingly. Any variances between the two records must be authorised by your supervisor before payment can be approved.

Remember - scanning your finger vein each time you enter and leave the building activates and deactivates the access and security system. If you don’t scan, you may not gain access to work areas. It is your responsibility to ensure you scan in and out of the system each shift.

Pay Advice All staff will receive a pay advice which will detail gross pay, overtime, tax, deductions and net pay together with details of superannuation contributions. Your pay advice will be available online in Connx via myBCEC. Any errors in your pay should be reported to the Payroll Manager when you first receive your pay advice. Where necessary adjustments will be made.

Payroll Deductions Payroll deductions may be made from your salary or wages for contribution to: • Union membership fees • Car parking (full time staff only) • Superannuation • Additional tax

Please complete the appropriate deduction authority form/s and forward to the Payroll Manager.

Superannuation The employer superannuation contribution is paid as per government statutory requirements and is in addition to your to your total remuneration. To be eligible for superannuation contributions you will need to earn a minimum of $450 per month or, if you are under the age of eighteen, work a minimum of thirty hours per week. This is in accordance with the Superannuation Guarantee Legislation.

All Staff are able to invest their superannuation guarantee contributions into a complying superannuation fund. If no choice is made, contributions will be made to the Hostplus fund, our nominated default fund.

Public Holidays

Agreement Staff If you work on a public holiday as detailed in the collective agreement you will be entitled to additional pay for the hours worked.

Salaried Staff If you work on a public holiday you will be entitled to a day off in lieu for working this day. Arrangements should be made with your manager to take a day off within twenty-eight days of working the public holiday. Such days shall not be accrued and added to your annual leave entitlement.

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 By the Employee Full time Agreement staff are required to give one week’s terminated the date of termination is effected from the notice in writing. Salaried staff are required to give four date of suspension. If the allegations are not proven, week’s notice unless you resign during your probation employment will continue with full payment (full time period. Failure to work out the entire period of notice employees only) for the period of suspension. means you may have wages deducted to the equivalent of the days not worked, however a resignation with less Continuous Unavailability or Extended notice may be allowed where there is good cause. Absence By the Employer A casual employee who is unavailable for work, who Under certain conditions, your employment may be declines shifts or has availability that does not match shift terminated by the Centre with or without notice. Refer to requirements for a continuous period of 8 weeks or more shall be deemed to have terminated their employment the section on policies and procedures for further from the date of the employee’s last attendance at work. information and examples of behaviour that may result in Casual employees may make application in advance for the termination of your employment. an unpaid break of up to a maximum of an additional 4 Job Abandonment weeks if it is demonstrated the request is due to Any absence of three (3) consecutive work days without exceptional circumstances. Each application will be considered on merit and must be approved through the prior notice or justification will be considered as Human Resources Department. abandonment of your employment. Suspension Exit Interview An employee may be suspended, either on full pay (full All full time employees are able to participate in an exit time), or unpaid (casual) while an investigation into interview upon resigning from their position. This is an alleged serious misconduct is conducted. If the opportunity to provide feedback on your employment, conditions and termination for future planning and allegations are proven and your employment is process modification.

Personal Details Employment of Former Employees If any of your personal details change, please update Former employees who have left the company in good these in Connx. For assistance please contact the standing will be considered for re-employment along with Human Resources Department. other applications at the time vacancies occur.

Requests For Employee Information Transfers and Promotions Employment details or personal information about our It is our policy to offer career opportunities for our staff. If staff is confidential. We don’t release any confidential job vacancies arise, these positions will generally be information about you unless we have your permission. advertised internally, and where possible prior to being Should you require verification of your employment and advertised outside the organisation. Internal vacancies salary for banking or other personal reasons, submit your will be posted on the staff notice board in the request to the Human Resources Department for action. communication corridor. Generally, you will need to have completed a minimum of Certificate of Service six months service in your current position before you will Should you resign from your employment, you may be considered for a transfer or promotion. request a Certificate of Service confirming your employment with the BCEC and the positions you have held during this time. See the Human Resources Department to organise this statement of service.

It is important that you stay informed during your Staff Website - myBCEC employment with us. In such a large organisation it is Our Staff website is our primary tool for communicating often challenging to communicate all necessary with staff. It will allow you access to all employment information about your job, what is happening, future related services as well as provide you with information events and company policies. Detailed below are some that will keep you updated on the latest activities at the of the ways we communicate at the Brisbane Convention Centre. & Exhibition Centre. 19

HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Email Staff Briefings Occasionally we will communicate important Your supervisor will conduct staff briefings to keep you information via email. If you would like to be kept up to informed about operational aspects of your job. This will date with what is happening please provide your email include information about work schedules, delegation of address to the Human Resources Department and you tasks and duties, daily events and activities at the BCEC. will be placed on our mail out list.

Staff Noticeboards Suggestion Box Information of general interest is regularly posted on If you have any good ideas about how we can improve our our noticeboards and may include such things as: service to our customers or improve the way we do things, positions vacant, company policies, changes to please let us know. Suggestions and feedback can be company policies, safety rules and health programs. made via the quick links tab on myBCEC or placed in the staff suggestion box in the canteen.

Employee Benefits keep your staff bistro clean and tidy by cleaning up after BCEC is committed to working with employees to yourself. facilitate increased opportunities and to ensure that Staff Lockers there is a pleasurable and rewarding work environment. Lockers are provided for the storage of your personal We are pleased to be able to offer the benefits listed belongings. Full time staff who wear a uniform will be below to our team. We welcome your use of these, allocated a permanent locker in a pre-determined area. It encourage your participation and value your feedback is important you use only the locker allocated to you which on these benefits. will ensure there are enough lockers for everyone! If you • Uniforms are provided and laundered for staff don't wear a uniform you are able to request a locker via working in designated positions the Uniform Room. • Access to undercover car parking facilities at discounted rates (subject to client demands) Casual staff will use any free locker on a shift by shift basis. • Provision of discounted meals in the staff bistro You will be given a padlock at the beginning of your shift • Learning and development opportunities when you collect your uniform and you are required to • Career and promotional opportunities. return the padlock to the uniform room at the end of every • Discounts and corporate deals on a range of shift. You must vacate the locker at the end of your shift products and services. and ensure the locker is left in a clean and tidy state. Regular checks of the change rooms will be made and any lockers that are occupied when they shouldn't be will be Parking cleared. Belongings will be held by the uniform room. Discounted rates apply to staff who wish to park in the Please do not keep food items in your locker. BCEC car park. Please be aware however, that this facility is dependent on activity in the building and Privileges usage by our clients. On some occasions you may be You may access the facilities of the BCEC when you are off required to find alternative parking because of business duty, provided you are not in uniform and you meet the levels in the building. dress and behaviour regulations.

Change Rooms, Showers and Toilet Employee Recognition Program These facilities are provided for your use. Please Our employee recognition program is about providing consider your fellow workers and keep these areas feedback and recognition to employees who provide clean and tidy. exceptional RAARR service. Department managers will Staff Bistro reward members of their staff if they have been seen (by peers, colleagues, supervisors or managers) responding Our Staff Bistro provides a place for you to relax during exceptionally well to an incident or for providing innovative your breaks. Tea, coffee and chilled water are ideas. available free of charge at all times. We have vending machines for use as well as a microwave oven and refrigerators should you wish to bring your own food in. Employee Assistance Program You can purchase a variety of food, including hot BCEC provides access to an external counselling provider meals, sandwiches or a salad when the bistro is open to support the emotional and psychological wellbeing of for business. We operate on an event driven basis and employees. Confidentiality is strictly maintained as BCEC the opening hours are published and displayed each provides the referral and payment only. Contact your week in the bistro and on myBCEC. Please help us Manager, HR Manager or HR Director for information. 20

HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 It is our aim to achieve the highest standards of health item is too heavy for you, don't try and carry it yourself and safety at all times, with the goal of preventing work • Don't over stock trolleys, make a second trip and push related accidents, injuries and illnesses. don’t pull • Report any unsafe working conditions or equipment to Your Responsibilities your supervisor or manager Your responsibility as an employee is to know and follow • Follow instructions for the correct use of equipment and all fire, health and safety regulations and instructions, chemicals and utilise equipment properly to protect you and your • Don't attempt to use equipment if you have not been fellow workers from inconvenience or serious injury. trained to use it • Use your common sense and think about what you are Under the Work Health and Safety Act 2011 and doing Regulations an employee or anyone else at a workplace • Ask yourself: has the following obligations: • is this safe? • Take reasonable care for his or her own health and • is anyone likely to get hurt? safety: and • is there a better way to do this task? • Take reasonable care that his or her acts or • how can I avoid putting other people at risk? omissions do not adversely affect the health and safely of other persons: and Good Health and Safety Practices • Comply, so as the employee is reasonably able, with Everyone is entitled to a healthy and safe working any reasonable instruction that is given by the environment. When on duty at the BCEC remember the management to allow the organisation to comply with following points in the interest of a safe work environment: the Act. • Report all sickness and injuries to your supervisor and to Co-operate with any reasonable policy or procedure • Security Control of the organisation relating to health and safety at the • Our Security Officers are trained in first aid workplace that has been notified to employees. • No job is so urgent as to warrant risking a life • Employees must, so far as the employee is • A job is well done only if it is done safely reasonably able, use or wear personal protective • Small injuries can easily get worse unless treated equipment in accordance with any information, training or reasonable instruction by the management promptly of the organization. Work Health and Safety Policy • Wear protective clothing, shoes and safety glasses available via mybcec. where necessary

It is your duty to report any unsafe conditions and Work Health and Safety Committee defective working tools or equipment to your supervisor. Under the Work Health and Safety legislation, everyone has All accidents, no matter how small, should be reported to an obligation to work safely. your supervisor immediately and then to Security. Our Work Health and Safety committee will work with staff Failure to adhere to established health and safety from each department to ensure that we maintain an active practices will result in disciplinary action, up to and interest in workplace safety and achieve our goals of an including dismissal. accident and injury free work place.

Accidents in the Workplace First Aid Our goal is to ensure our workplace is safe and healthy Our Security Officers hold current first aid qualifications and for everyone. We need your help to do this! Most are available twenty-four hours a day to provide basic first accidents can be prevented by taking some very simple aid and offer medical assistance. First aid kits are available precautions. Adopt the following work practices and this throughout different areas of BCEC. will eliminate many accidents. Manual Handling There are very few jobs that don't involve some sort of • Walk don't run manual handling, therefore it is essential that you adopt the • Don't leave equipment lying around, store it properly correct techniques to carry, lift or move objects within the • Use correct lifting techniques when carrying goods, workplace. Poor carrying and lifting techniques can lead to bend your knees not your back a range of injuries. Correct manual handling techniques will • Use trolleys to carry heavy items or ask for help if an 21

HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 be explained to you during orientation and in work health Medical Emergencies and Accidents to and safety training. Clients • REMAIN CALM AT ALL TIMES Building Care • Contact Security Control on extension eight (8), or As our building is worth over $370 million you can imagine channel one (1) via radio how much it costs each time we damage even a small • Give details: location of patient, description of accident section in our day to day operations. It is important that or illness, your name you treat all equipment and our building with care. If you • Make the client feel comfortable notice any damage please report it to your supervisor or • Reassure the client and family if necessary Security immediately. • Do not move the injured person unless they are in danger of further injury • Ensure your own safety and that of others • Remain near the injured person and give assistance if required What to do if you have an Accident • Do not admit responsibility for any injury and practice Except in cases where you are seriously injured you must the “no comment policy” report any accident, incident or work related illness to the • Security Officers will organise an ambulance and will Security Officer in the security control room immediately. initiate an investigation into the cause of the accident This applies to accidents which have resulted in actual where necessary. harm as well as incidents that have the potential to cause serious injury. Your supervisor will also be required to file Dangerous Items a report about the accident/incident. In the event of an If you find any items such as syringes and unidentified accident: packages notify your supervisor or Security immediately. • REMAIN CALM AT ALL TIMES Do not attempt to dispose of these items yourself. There • Advise your supervisor of the accident are specific safety procedures which your supervisor or • Seek medical treatment and complete the accident our security team will require you to follow. report form at Security Control • Take steps to ensure it does not happen again All staff involved in cleaning roles must wear the appropriate protective clothing including gloves. Your Workcover Claims supervisor will advise you of the safety clothing you are At the time of receiving a work related injury you must required to wear. All other staff must be alert for complete an accident report form with the Security Officer dangerous items. on duty in the Security Control room. Brisbane Convention & Exhibition Centre will not accept any claims Alcohol and Drug Use without this form being completed at the time of the injury. BCEC employees must not report to work, or perform work If the injury incurs medical expenses, you must obtain a under the influence of alcohol or drugs (prescription or non Workcover medical certificate and medical account from -prescription). the doctor. These are to be given to the Human Resources Department. At this time you will be asked to If an individual’s behaviour, performance or appearance complete a Workcover Employee Form, and the human reasonably suggests that the individual is under the resources representative will complete a Workcover influence of alcohol and/or drugs, the company has the Employer Form. No claims can be processed without the right to terminate the employee’s shift and escort the appropriate paperwork being completed accurately. employee from the Centre. • The employee should not be allowed to drive a vehicle. Whilst on Workcover, it is your duty to contact the Human • This absence is treated as unpaid leave. Resources Department and your supervisor each week. • Upon return to the Centre a counselling or disciplinary discussion must be undertaken before allowing the Workplace Rehabilitation employee to return to work. You are an important member of our team and we want • In the event of disciplinary action the company will you back at work as fast as possible. The aim of our follow the procedures within HRS.013 Performance rehabilitation program is to promote an early recovery Management Policy. from injury or illness with as little disruption as possible to you and the Brisbane Convention & Exhibition Centre. Smoking Wherever possible, we will work with your doctor and For the health and safety of all employees the Brisbane Workcover to get you back to work in the shortest Convention & Exhibition Centre has a no smoking policy. possible time. This might mean that we organise light duties or allocate you to a different job role for the interim. 22

HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 We would ask that you help us watch over our building, • If you are working with cash, ensure that it is kept its contents, staff and visitors and ask that all staff remain secure at all times and do not leave it unattended or vigilant whilst at work and report anything that may seem allow other people to use your register float suspicious or unusual. This includes people, vehicles or • If you observe people acting suspicious manner or objects. notice something out of the ordinary, call your super- visor or a Security Officer immediately If you believe that something doesn’t look right please • Check that all people moving around back of house contact Security immediately. If someone is acting areas are wearing the appropriate identification (staff suspiciously we ask that you do not approach the person ID or visitor’s pass must be displayed) but contact Security, and try to keep the person in sight • Don’t try and be a hero in the event of an emergency until Security arrive. Note the person’s description or any situation other details that might assist in follow up action if • If an evacuation is ordered follow instructions required. If you lose sight of the suspicious person but promptly and calmly you remember some details it will mean you will still be • All bomb threats must be treated as genuine so try able to update Security when they arrive. These details to keep the caller on the telephone for as long as may assist Security or the police in their follow up possible so identification may be made and contact investigation if required. This is also important where the Security Control room immediately people may be seen acting suspiciously or checking • If a bomb or suspicious object is found. DON’T vehicles in car park areas. If possible make note of the TOUCH, TAMPER OR MOVE IT! Contact the Secu- vehicle information and continue to observe from a rity Control room immediately distance until Security arrive. Only do this when it is safe • For any problem or situation out of the ordinary, call to do so. Do not put yourself in danger. our Security Control room If you think someone may be acting suspiciously or • Close doors and switch off lights when leaving an asking lots of inappropriate questions ask yourself: Does area that is no longer in use or occupied by a client. the person have a legitimate reason for being in the area? Is the person: • moving erratically and seemingly without purpose? • taking photographs or video of areas that are not of interest? • collecting information on the Centre or inquiring about Good fire prevention habits go a long way toward security? preventing fires. Every year you will be required to attend • taking note of security systems or potential vulnerabili- our BCEC Fire Evacuation training. You must be familiar ties? with the action to take in the event of a fire. This includes Is a vehicle parked in a no parking area in front of the knowing about: Centre? Is the vehicle unattended? Is there a package or bag left in a public area • Fire exits unattended? • Where fire extinguishers are kept • How to use the extinguishers If we all remain vigilant and report anything suspicious • Evacuation procedures we will continue to remain a safe and secure venue. BCEC Security remain in close contact with South Bank In the case of fire, we adopt the RACE plan: Police, the Cultural Centre and South Bank Parkland • Remove occupants from the immediate area in a Security. All these parties are in constant contact and calm orderly manner and guide them to the nearest information is shared where necessary to ensure that the exit. precinct remains safe. • Alert and raise the alarm, using either a break glass alarm, dialing the in-house emergency telephone number 8 or call Security on channel 1 of We ask you to work with our security team to ensure that your radio to alert them of the presence of fire. our building and all associated property and equipment Contain the fire where possible, close room doors are protected from misuse or theft. To avoid problems • from occurring: to slow the fire down and prevent smoke entering other areas of the building. • Do not take any property belonging to the BCEC or • Extinguish the fire, only after you have removed our clients out of the building without authorisation all persons from the immediate area, rasie the alarm • Keep your personal possessions in your locker and and if you have been trained in the use of fire keep your locker locked appliances, it is safe for you to attempt to combat the • Do not bring valuables or large sums of money to fire and you are confident in your own abilities. You work should never attempt to fight a fire alone and always leave yourself a way out of the area should you have to leave quickly. 23

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Evacuation

In the event that an evacuation is necessary, two alarms may be sounded. The first, an alert tone consisting of a series of loud beep beep sounds. This is to notify you of an emergency incident within your area and you should prepare to evacuate. Cease any work you are doing, commence a shut down of your workstation or area, identify at least two fire exits in your work area and stand by for further instructions. The second alarm, a whoop whoop sound indicates that an evacuation of all staff members and the public is neces- sary. On hearing this second alarm, approach any members of the public and staff in your area and advise them to evacuate the building in a calm manner and guide them to the nearest fire exit and direct them to the assembly ar- ea. The assembly area is located on the grass area in front of the TAFE building on the corner of Glenelg Street

Department Groupings

Once at the assembly point, staff should form in the department groupings which will be indicated on coloured placards held up by members of your team. It is important to stand in the correct grouping to allow for an accurate roll call to be taken.

Annual Staff Compliance Training

We conduct annual staff compliance training every twelve months. It is your responsibility as an employee of the Brisbane Convention & Exhibition Centre to attend this training. If you don’t attend each year we will be unable to roster you for work. Your manager will roster you to attend annual staff compliance training as part of your normal shift.

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Discrimination, workplace harassment, sexual harassment and bullying are unlawful. Breach of our associated policies may result in disciplinary action up to and including termination of employment. For further information contact your supervisor or the Human Resources Department.

Our company provides equal employment extends to all policies, employment opportunities (EEO) to procedures and programs within the all employees and applicants for BCEC. All employees are expected employment, without regard to race, to support our endeavours to make colour, religion, sex, mental or our EEO policy 100 per cent physical impairment, in accordance successful. with applicable State and Federal laws. This policy of equal

BCEC promotes an environment that is free from discrimination in the workplace. Discrimination occurs when someone is treated less favourably on the basis of their background of certain characteristics. Discrimination can be either direct, based on an attribute a person has or is believed to have, or indirect, where a policy or approach discriminates against a person or group. For BCEC Fast Facts: discrimination to be unlawful it must be based on; • Age • Disability The BCEC maintains one of • Race, including colour, national or ethnic origin or the highest staff retention immigrant status rates in the hospitality and • Sex, pregnancy, marital or relationship status, family tourism industries responsibilities or breastfeeding • Sexual orientation, gender identity or intersex status

What to do If you believe you are the subject of discrimination, The BCEC has a policy to please refer to BCEC’s Complaints, Grievances and source local produce where Disputes Policy. possible with the Centre sourcing 80% of its fresh Where possible you should speak to your Manager for produce in Queensland and confidential support and counselling assistance. All within 100 km radius where reports will be treated seriously and will be investigated possible promptly, confidentially and impartially.

Please refer to HRS.081 Bullying, Sexual Harassment and Discrimination policy for further information.

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 BCEC employees are expected to treat fellow Responsibilities employees, supervisors and managers with respect Managers and supervisors have a responsibility to: and dignity. Unlawful behaviour in the form of bullying • Monitor the work environment to ensure that or sexual harassment in the course of employment is appropriate standards of conduct are observed at all unacceptable and will result in disciplinary action. times, allowing work to be carried out safely • Model appropriate behaviour themselves Workplace Bullying • Exercise due diligence using appropriate resources Workplace bullying is defined as repeated and and processes to eliminate or minimize bullying or unreasonable behaviour directed towards a worker or a sexual harassment risks group of workers that creates a risk to health and • Treat all complaints seriously and take action to safety. Examples of behaviour that may be workplace investigate and resolve the matter. bullying include but are not limited to; • Abusive, insulting or offensive language or Any employee who is informed of alleged bullying or comments sexual harassment activities within the company must • Unjustified criticism or complaints report the incident to their Manager and/or a • Setting unreasonable timelines or constantly representative from the Human Resources Department changing deadlines immediately • Spreading misinformation or malicious rumours • Deliberately excluding someone from workplace Victimisation activities Victimisation is where a person is threatened or subjected to detriment as a result of making a complaint Sexual Harassment of bullying and sexual harassment, proposing to make a Sexual harassment occurs when a person subjects complaint or assisting another person in making a another person to an unsolicited act of physical, verbal complaint. Disciplinary action may occur should or other unwelcome conduct of a sexual nature. allegations of victimisation be proven. Whether the person engaging in such conduct has the intention of offending, humiliating or intimidating the other person, it could still be considered sexual What to do harassment if a reasonable person would have If you believe you are the subject of workplace bullying, anticipated the possibility that the other person would sexual harassment or victimisation, please refer to have been offended, humiliated or intimated by the BCEC’s Complaints, Grievances and Disputes Policy. conduct. Examples of sexual harassment include but are not limited to; BCEC Employees are entitled to make a complaint • Requests for, or, expectations of sexual activity directly to the relevant body responsible for bullying, under explicit or implicit threat, or in return for sexual harassment and discrimination as listed below; promises or favourable treatment • Sexually offensive communications, or displaying sexually graphic material Anti-Discrimination Commission Queensland • Persistent staring or leering www.adcq.qld.gov.au • Deliberate, unnecessary and unwelcome physical 1300 130 670 contact of any kind • Sex based insults, taunts, teasing or name calling Workplace Health and Safety Queensland or jokes and comments of a sexual nature www.worksafe.qld.gov.au 1300 362 128

Australian Human Rights Commission www.humanrights.gov.au Complainant Info Line: 1300 656 419 General Enquires: 1300 369 711

Fair Work Commission www.fwc.gov.au 1300 799 675

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 Food Safety departments associated with food safety. The team It is our aim to achieve the highest standards of food works as an advisory body and cooperates with staff safety at all times with the goal of preventing from each department to ensure our food safety program contaminated food reaching staff and customers. Our is working effectively. HACCP program ensures the consistent production of a safe food product, and the continuous improvement Your Responsibilities of our product quality and service delivery. At BCEC we believe that Food Safety is Everyone’s Business so it is your responsibility as an employee to Our food safety program is a safety assurance system follow all policies, procedures and instructions based on the Hazard Analysis Critical Control Point associated with the food safety program. It is your duty (HACCP) technique. HACCP is a food safety program to identify and report any potential food safety risk to that identifies, controls and monitors hazards that have your supervisor or manager immediately. Failure to the potential to contaminate food. comply with established food safety practices will result in disciplinary action, up to and including dismissal. HACCP Benefits • Existing and predicted food hazards and risks are Hand Sanitizing and Washing identified and removed from the system At BCEC there are Ecolab Hand Sanitizers located • All staff can become actively involved in food safety throughout the building (picoted below) to ensure you • All staff have increased food product confidence, have ample opportunity to keep your hands clean. and customers feel more secure as a result of our Follow the simple instructions at the machines location food safety standards for best results. You should do this before work, after • Our food safety program is extremely useful in eating, after smoking, after you touch your hair, after you demonstrating due diligence and duty of care blow your nose and at any other time where there is a chance of bacteria being on your hands—which is all of Training the time! Washing your hands regularly is also extremely All staff at BCEC learn about basic food safety at important for all employees. See below for Proper Hand- orientation as well as receiving an annual refresher. Washing technique. Those staff who handle food complete more specific training in their induction and are required to undertake, as necessary, any relevant training course in food safety and HACCP offered by the Brisbane Convention & Exhibition Centre. Ecolab Sanitiser

Food Safety Team Our food safety team includes representatives from all

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 The management of the Brisbane Convention & Exhibition Centre is committed to providing patrons with a safe and enjoyable social environment and providing staff with a safe and pleasant working environment through:

• The commitment to professional and responsible service of alcohol • The provision and promotion of a responsible smoking policy • The provision of a safe venue through the implementation of thorough and regular safety audits

Responsible Service • Brisbane Convention & Exhibition Centre is committed to the responsible service of alcohol • Our comprehensive and ongoing training and education program informs staff of the legal responsibilities of the licensee and staff of licensed premises • Staff are trained to understand responsible service strategies and to use them to prevent intoxication • Persons under the age of eighteen are not permitted on licensed premises contrary to the terms of the liquor licence and in cases where minors are permitted on the premises they will not be served alcohol • Acceptable proof of age must be produced at the door on request • Bars and other licensed areas are monitored by staff authorised to request proof of age • Staff are authorised to respectfully refuse service to persons who are unduly intoxicated • A Duty of Care report will be kept of all refusals of service and related incidents • Staff may involve management/security at their discretion.

Responsible Smoking Policy Law prohibits smoking within the Brisbane Convention & Exhibition Centre, and where food and beverage is being consumed. Allocated smoking areas for clients are provided on terraced or balcony areas.

Safe Venue Brisbane Convention & Exhibition Centre conducts regular safety audits of the premises involving hazard identification, risk assessment and implementation of appropriate control measures. Safety risks presented by unruly patron behaviour are managed through: • Non-aggressive and well trained staff and security personnel • The provision of readily available and interesting non-alcoholic drinks and food • The provision of a variety of spaces and activities with adequate seating, toilet and other facilities

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019 • With a total of 44 meeting rooms, BCEC is capable of hosting meetings and events of every size from 8 to 8,000 people

• Combined floor area of 171 000 square metres including 20,000 sqm of dedicated exhibition space

• The BCEC’s Plaza Ballroom is Brisbane’s signature ballroom because of its size, flexibility and reputation

• The only convention centre in Australia with three stand-alone tiered auditoria

• The Centre hosts an average of 1300 events and 900,000 visitors each year

• The BCEC offers a fully integrated range of services including its award winning in-house catering, cutting edge audio visual and event production, IT networking and communications and dedicated customer services department

• The only Centre in Australia to offer a free conference app, including wayfinding

• Successful host venue for the ‘best ever’ 2014 G20 Leaders Summit

• Ranked World’s Best Convention Centre by the Association Internationale des Palais de Congres (AIPC) for Excellence in Convention Centre Management 2016—2018

• Named Worldwide Convention Centre Team of the Year – C&IT Excellence Award 2012

• The BCEC has won 179 industry awards

• Home to the first permanent art gallery in an Australian convention centre which houses the Centre's museum quality collection of indigenous art

• Award winning chefs prepare more than one million meals each year

• BCEC has EarthCheck Gold accreditation, AIPC Gold Certification and is a partner in AEG 1EARTH program

• The BCEC uses recycled water to clean the Centre’s 54,000 square metre roof, water is captured during cleaning for further use

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HRSM.001 New Employee Handbook Version 15 ©ASM Global 2019 Date Updated 19/11/2019 Date Printed 20/11/2019