The Championships, Wimbledon Staff Handbook 2016

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WIMBLEDON MAP

The Championships, Wimbledon Staff Handbook 2016

INTRODUCTION

Welcome to the FMC Family!

Having joined FMC, we aim to help you adjust to your new position as quickly and easily as possible. The purpose of this booklet is to provide you with all the information relevant to your work and provide details of company policies and procedures. By signing and agreeing to your final offer letter, you are agreeing to the terms and conditions outlined in this booklet so please take the time to read it carefully.

Once you start at Wimbledon, your manager will provide all the necessary guidance and support needed to achieve the required level of knowledge and standard of work.

This handbook is designed to help you. You will find most topics regarding your engagement with us are covered. However, if you have any further questions, feel free to contact us using the details below.

If you are unsure about any aspect of your role or the content of this handbook, please ask the FMC Resourcing Team who will be happy to assist you.

Good luck with your training and we hope you enjoy working with us.

FMC Resourcing Team

CONTACT DETAILS

RESOURCING OFFICE: FMC Ltd Church Road Wimbledon SW19 5AE

RESOURCING TEAM: T: 0208 971 2465 E: [email protected]

WEBSITES: www.fmccatering.co.uk www.wimbledon.com www.compasseventjobs.co.uk

FACEBOOK: www.facebook.com/pages/FMC-at-Wimbledon/215550761800891 TWITTER: www.twitter.com/FMC_Wimbledon LINKEDIN: https://uk.linkedin.com/in/fmc-wimbledon-174178a8

The Championships, Wimbledon Staff Handbook 2016

CONTENTS

WIMBLEDON MAP ...... 2 INTRODUCTION ...... 3 CONTACT DETAILS ...... 3 FMC LTD ...... 6 OUR PHILOSOPHY ...... 6 CONDITIONS OF WORK ...... 7 CANCELLATION ...... 7 REGISTRATION ...... 7 CHANGE OF PERSONAL DETAILS ...... 8 CREATING LEGENDS E-LEARNING ...... 8 TRAINING ...... 8 HEALTH AND SAFETY AT WORK ...... 8 HOURS AT WORK ...... 9 TRAVEL ...... 9 SECURITY & ACCREDITATION ...... 10 PERSONAL BELONGINGS ...... 10 UNIFORM, APPEARANCE AND PERSONAL HYGIENE ...... 10 UNIFORM STANDARD ...... 11 TIMESHEETS ...... 13 BREAKS ...... 13 STAFF FEEDING ...... 13 YOUNG WORKERS...... 14 ABSENCE & SICKNESS ...... 14 HEALTH...... 14 ONLINE PAYSLIPS ...... 14 REGISTERING FOR ONLINE PAYSLIPS ...... 15 CHAMPIONSHIPS PAY ...... 15 CHAMPIONSHIPS BONUS SCHEME 2016 ...... 15 FMC CHAMPIONS...... 16 HOLIDAY ENTITLEMENT ...... 16 TAX & NATIONAL INSURANCE ...... 16 NEST PENSION SCHEME ...... 17

The Championships, Wimbledon Staff Handbook 2016

SELF EMPLOYED VENDORS...... 17 DEDUCTIONS FROM PAY ...... 17 PAY QUERIES ...... 17 SECURITY ...... 18 PROSECUTIONS AND CRIMINAL CONVICTIONS ...... 18 COMPANY VEHICLES ...... 19 EMPLOYEE CONDUCT & BEHAVIOUR ...... 19 CONFIDENTIALITY...... 20 GAMBLING/ BETTING ...... 20 DATA PROTECTION...... 20 MEDIA POLICY ...... 20 EQUAL OPPORTUNITIES POLICY ...... 20 HARASSMENT & BULLYING ...... 21 FIRE PRECAUTIONS ...... 21 EMERGENCY PROCEDURE ...... 21 SUSPICIOUS OBJECTS ...... 21 ACCIDENTS ...... 22 ENVIRONMENTAL POLICY STATEMENT ...... 22 ENVIRONMENTAL ESSENTIALS ...... 24 DELEGATE TESTS ...... 25 CREATING CHAMPIONS TRAINING RECORD CARD ...... 25 RESPONSIBLE SERVICE OF ALCOHOL - GUESS THE AGES ...... 26 HEALTH AND FOOD SAFETY QUIZ ...... 27 TEST SCORE ...... 28 SELF REVIEW ...... 29 TILL TRAINING...... 30 TRAINING LOCATIONS MAP ...... 31

The Championships, Wimbledon Staff Handbook 2016

FMC LTD

Facilities Management Catering Ltd (FMC) is owned by Compass Group UK and Ireland. We are proud to be the Official Caterer to The Championships, Wimbledon.

FMC is part of the Sport, Leisure and Hospitality division of Compass that specialises in the provision of food service, corporate hospitality and venue management services to the UK’s premier sports, culture and leisure markets.

OUR PHILOSOPHY

We are extremely passionate about Europe’s largest and most prestigious sporting event and, with a team who has a wealth of knowledge, our philosophy is simply to be the best.

Our mission is to create a great experience for both our guests and our staff. We do this by focusing on the following key aspects:

 Remember that first impressions are lasting impressions  Strive for excellence and deliver your best  Put customers first to understand their needs and surpass their expectations  Enthusiasm is essential – be passionate about what you do  Being a team player is key to success – support your colleagues at all times  Use your initiative and be prepared to be flexible  Give that extra 5% - pay attention to detail  Work hard and enjoy the experience

If you enjoy your work, your customers will enjoy the service you give them. Smile and have fun, we would like you to look back at your time with us as the best job you had all year!

The Championships, Wimbledon Staff Handbook 2016

CONDITIONS OF WORK

Even though you may have worked for us before, the basis of your engagement is that of a Casual Worker on a contract for services, and not under a contract of employment. The Company is under no obligation to offer you employment.

As a Casual Worker, you undertake specific engagements and have the right to choose, without penalty, whether or not to accept the offer of an engagement, but having accepted, you have a responsibility to come to work. Your engagement automatically terminates whenever the function or event ends as stipulated on your work offer. The Company has no obligation to offer you any shifts in the future.

The Company reserves the right to transfer you to suitable alternative work at any time and without prior notice. The Casual Worker or the Company may terminate the engagement at any time without giving prior notice.

You will be informed of the following points when you arrive for work:

 Your exact duties and responsibilities  Your unit location and area to report for work  What your meal and break allowance will be and where and when to take them

Please be advised that in accordance with the Working Time Regulations all workers under the age of 18 are limited to working a maximum of 8 hours per day and 40 hours per week. An uninterrupted rest period of 30 minutes must be taken if the working day is longer than 4.5 hours. For all workers over 18 an uninterrupted 20 minute rest period must be taken for every 6 consecutive hours of work completed.

The Company reserves the right to vary your booking to meet changes in business requirements.

The Company reserves the right to make changes to the terms and conditions of your engagement; these will be notified to you by the FMC Resourcing Team.

CANCELLATION

The Company will only pay for hours or days actually worked. If a function or event is cancelled or the number of workers required is reduced, even at the last moment when you have already arrived for work, the Company has no obligations to compensate you. The Manager responsible for the function or event may make exceptions to this rule under special circumstances.

REGISTRATION

Upon registering for work for the first time you will complete an online application form and provide us with personal details including Bank details, National Insurance details and appropriate Right to Work documentation. You cannot be paid until you have provided this information and you have completed your online induction.

The Championships, Wimbledon Staff Handbook 2016

CHANGE OF PERSONAL DETAILS

In order for your records to be kept up to date, you should notify a member of the Resourcing Team as soon as possible if you change your name, personal circumstances, home address, bank details, or telephone number. You can do this by sending an email to [email protected]

CREATING LEGENDS E-LEARNING

Creating Legends is your start to finding out what a great company Compass is to work for and it is offered to all new colleagues. It is a Company requirement for you to complete Creating Legends before starting work with us or we will not be able to pay you.

Creating Legends gives you an insight into our Company, where we operate and how we operate safely and legally. It contains an array of informative slides and is available from any broadband-connected computer anytime, anywhere, including internet cafes, libraries or at home.

If you are new to Compass, you will be sent an email with your own personal login details to complete your Creating Legends.

TRAINING

We take our responsibilities regarding legal compliance and appropriate training safety information most seriously. Therefore we ask that you complete our e-learning training prior to you starting work at the Championships. You will be notified either by email or in your final offer letter of the link or website you will need to visit to complete this e- learning.

At the Check-In Weekend, you will be required to attend our Creating Champions training session, which will tell you what you need to know about your job, our customers, the event and the health and safety rules of the site. We depend on your skills and knowledge to maintain our high standards and reputation of excellence, so it’s important that you attend your scheduled training session.

HEALTH AND SAFETY AT WORK

Employees will be expected to act with due care to prevent injury to themselves and others, to report accidents, damage to equipment and potential hazards, and to follow agreed working practices.

In particular you must:  Wash your hands after visiting the lavatory, after smoking, eating or disposing of rubbish.  Report any accident, safety hazard or illness.  Cover cuts with a waterproof, detectable blue plaster.

The Championships, Wimbledon Staff Handbook 2016

 Exercise good hygiene practices and be sure not to risk contamination of food.

Personal Protective Equipment (PPE) and safety equipment is provided, where appropriate, for employees’ safety. Employees will be expected to comply with all operating instructions and not to intentionally or recklessly interfere with or misuse anything provided in the interests of safety.

You must exercise care at all times to ensure the safety and protection of the public, members and staff.

HOURS AT WORK

Good timekeeping and attendance are crucial to the standard of service that we provide to our customers and it is your duty to ensure that you arrive a minimum of 15 minutes prior to the start of your shift and are ready to start on time.

Whilst at work your first responsibility is to the Company and during your work hours you must not engage in any private business activity whether or not this is for financial gain.

TRAVEL

The Wimbledon area is well served by all modes of public transport especially during The Championships. The Club is roughly a 10-minute walk from either Wimbledon Village or Southfields. It is a 35-minute walk from Wimbledon Town Centre. The nearest public transport is Southfields tube station. For The Championships, all staff must enter the grounds via the FMC Staff entrance (Gate 1D) in the bus turnaround on Church Road near to Gate 1.

By Car – During The Championships, FMC Staff are able to use the AELTC Staff ‘Park and Ride’ service. The car park is off the A24 in Morden Park (Postcode: SM4 5QU). The Club operates a shuttle bus service from 0630 hrs until 1 hour after the end of play to transport staff to and from the Club; the journey takes approximately 30 minutes. You must show your Accreditation Pass to gain free access to the Car Park and Bus Service. Please ask the Resourcing Team for more details.

By Bicycle - There are bike rack facilities in Car Park 8 (opposite Gate 1)

By Tube - Southfields (District Line) – 15-minute walk, or 39 and 493 buses.

By British Rail - Wimbledon Station - services stop frequently here to and from Waterloo via Earlsfield and Clapham Junction.

By Bus - The 493 and 39 buses both run along Church Road and stop at AELTC. The 493 route runs from Richmond to Tooting via Wimbledon Train Station. The 39 bus runs between Clapham Junction and Putney Bridge.

If you have any further queries about how to get here, please check Transport for London’s Journey Planner at www.tfl.gov.uk

The Championships, Wimbledon Staff Handbook 2016

SECURITY & ACCREDITATION

The AELTC, together with the Metropolitan Police Service and the AELTC Security provider will operate security procedures designed to protect the safety of all staff, visitors and ticketholders entering the Grounds.

 All staff /contractors will be issued with a photopass which must be worn with the photo on display at all times. This is required for entry to the Grounds.  Photopasses remain the property of the AELTC and can be withdrawn at any point without declaring a reason. The transfer of passes is strictly forbidden.  Photopasses do not allow access to any court / seating areas without the appropriate access code.  The only valid accreditation for The Championships is an AELTC Championships pass.  All passes must be handed in to the FMC Resourcing Team when no longer required.  Terms and conditions of accreditation and entry to the Grounds must be abided by at all times.  During The Championships and build up / de-rig, passes will be scanned to record entry to and exit from the Grounds. Dedicated staff gates are shown on the reverse of the pass.

If you lose your pass, please inform the Resourcing Team immediately so that it can be cancelled. You will be asked to pay £2.00 for a replacement copy to be issued.

PERSONAL BELONGINGS

Lockers are available in the changing rooms of some areas. You will need to provide a padlock in order to use these lockers; if you do not have one of your own, you can purchase them from the linen room for £4.00 and all proceeds go to charity.

We strongly recommend that items of value and large sums of money are not brought on site. FMC cannot take any responsibility for any loss or damage to these should you bring them.

Whilst on site you may be asked to seal your wallet/ purse and mobile phone in a clear bag for the duration of your shift. This is to ensure the safety and security of your belongings.

UNIFORM, APPEARANCE AND PERSONAL HYGIENE

All personnel working in the Grounds are expected to conduct themselves and dress to a standard which is in keeping with the prestige of the Championships.

In order to keep the food preparation environment you work in as clean and hygienic as possible, it is imperative that the uniform you wear is kept clean and free from debris, odours and stains that could otherwise jeopardise the sanitary environment we are required to work in.

The Championships, Wimbledon Staff Handbook 2016

We provide you with the following uniform:

 A uniform issue card  A Shirt or T-Shirt  A Tie (where applicable)  An Apron  A Cap (where applicable)  Warm Outerwear (where applicable)  Any Personal Protective Equipment you may require

The uniform we ask you to provide:

 Plain black, knee length pencil skirt or plain black trousers (no denim or jeggings)  Plain black, fully enclosed, polished shoes with a good grip (no sandals, high heels or ballet pumps)  Plain black socks for trousers or flesh tone tights for skirts.

N.B. Team Support and Kitchen Support positions may wear trainers – these however must be black, sturdy, slip resistant, in good repair and look smart.

You can collect clean uniform from the linen room which is open throughout the Championships. We operate a clean for dirty system and you can change your uniform as often as necessary. If the linen room is closed when you finish work, we ask that you store any dirty uniform safely in your locker (lockers are located in the No.1 Court changing rooms) and replace it the following day.

We do not expect you to clean or iron your uniform yourself. You should not travel to and from work in your uniform.

It is vital that you keep your uniform issue card safe. It is a record of the uniform you have been issued with and, at the end of the Championships, proof that you have returned all of your uniform. It is important to complete your uniform issue card with your personal details and hand it in, otherwise you may jeopardise your Championships Bonus.

UNIFORM STANDARD

To ensure that these uniform requirements and standards are maintained throughout the tournament regular uniform reviews will take place. Uniform reviews will form part of our bonus decisions and consistently poor uniform standards will affect any bonus payments you may be entitled to.

Please follow these simple uniform standards whenever you are in your FMC uniform:

 Nails should be kept short and clean. False nails and nail varnish are not allowed.  Long hair must be tied securely back and kept out of your face with a discreet hair accessory.  You should be clean shaven or any facial hair should be kept neatly trimmed.  For health and safety reasons, no earrings, bracelets or any other jewellery other than a plain wedding band and a wrist watch may be worn.

The Championships, Wimbledon Staff Handbook 2016

 Subtle make-up may be worn but fake tan is prohibited as it causes permanent damage to uniform. Excessive make up or fake tan stains on your uniform will result in the loss of your Championships Bonus.  We encourage you to use deodorants and body spray to guard against body odour, but please use them in moderation.

Please ensure that you are correctly dressed at all times:

 Shirts should always be tucked in.  Hats should always be worn if provided.  Aprons should be kept clean and changed if they become dirty throughout the day.  Ties and accreditation passes should be worn inside the apron.  The neck strap of your apron should be worn underneath your collar.

NB: If you do not comply with these uniform standards you may not be allowed to start work or your shift may be terminated and you will forfeit the remainder of your shift.

Please make sure your Aprons should be Please make sure Skirts should be shirt and tie are done tied at the back; your polo shirt is able to reach up correctly. the ties should not done up correctly your knees at all be visible at the and you wear times and worn front of the apron. your visor at all with flesh tone times when tights. working.

The Championships, Wimbledon Staff Handbook 2016

Ballet pumps that expose your foot are not Shoes should be plain black, fully enclosed, acceptable. Please wear sturdy shoes that and polished. Team Support and Kitchen offer some protection to your feet and have Support positions may wear trainers – these a good grip on the sole. however must be black, sturdy, in good repair and look smart.

TIMESHEETS

Your Manager will complete a weekly timesheet for you, recording your start and end times for each shift. Falsification of hours and signatures will be considered as gross misconduct. Your timesheet is a legal record of your hours worked and you will receive a copy of it at the end of each working week.

BREAKS

In accordance with the Working Time Regulations, all workers are required to take a break. For all staff under 18 years of age, an uninterrupted rest period of 30 minutes must be taken if the working day is longer than 4.5 hours. This break will be unpaid.

For all staff over 18 years of age, an uninterrupted 20-minute rest period must be taken for every 6 consecutive hours of work completed. You will be required to take an unpaid break of 30 minutes.

During the Championships, If your shift is 10 hours or longer (applicable to staff only over 18 years of age), you are required to take an unpaid break of 60 minutes. Your unpaid break is a condition of employment and you are unable to forfeit this break.

STAFF FEEDING

Staff food is provided in the No.1 Court Staff Restaurant and Centre Court Staff Restaurant only. No pre-packed food (sandwiches, crisps etc) or bottles of drink can be consumed from your area unless you have obtained written consent by the Area Chef or Manager. Broken items or returned food must be reported to the Management team to be processed through the food wastage policy and cannot be consumed without consent from your Manager or Area Chef.

The Championships, Wimbledon Staff Handbook 2016

Under no circumstances is anyone permitted to consume alcohol whilst in FMC uniform, on duty or wearing accreditation. Anyone found doing so will be escorted off site and may have the remainder of their shifts cancelled.

YOUNG WORKERS

As per the Working Time Regulations, workers under the age of 18 must not work more than 8 hours per day and no more than 40 hours per week. They will also be entitled to an uninterrupted 30 minutes break for each 4.5 hours of continuous work. This break is unpaid. They are also unable to work after 10pm unless to ensure continuity of work, in which case they can work until 11pm. If this occurs the young worker cannot work before 6am or 7am the next day. There must be a 12-hour rest period between each working day.

Unit Managers are responsible for ensuring that these conditions are adhered to. If you are aged under 18, we ask that you understand these conditions and agree to sign off within the required time limits.

ABSENCE & SICKNESS

All sickness and absences must be reported to the Resourcing Team by 9am on that day by calling the office on 020 8971 2465. Please do not call your Manager. If you do not telephone to explain your absence, you may be replaced and subsequently not required for the remainder of The Championships.

HEALTH

Many of you will be staying away from home during The Championships fortnight, and given the food environment you will be working in, it is imperative that you remain in good health throughout. There are several local hospitals with 24-hour A&E services. The closest is the St George’s Hospital in Tooting which is at the end of the 493 bus route.

ONLINE PAYSLIPS

Online payslips work in the same way as paper payslips but you will need to access a secure website to view your ePayslip. Each week you will be sent an email when your ePayslip becomes available for you to view online. You will be able to logon to the secure ePayslips website and view, print or save your pay information at any time of the day. You will need to register in order to access the secure site - please see the ‘Registering for Online Payslips’ section for more details.

The Championships, Wimbledon Staff Handbook 2016

REGISTERING FOR ONLINE PAYSLIPS

The first time you access your ePayslip information you will need to register online. Please visit the below website: https://payslip.wealden.net/COMPASS/registration.asp To register for ePayslips you will need to provide the following:

 Employee number (ERN) This will be given to you on your first day  Date of birth  National Insurance/PPS number  An email address. This is the email address where your ePayslip notifications will be sent

Your username is your employee number. Once you have set up your ePayslip account, you can change your username to something more memorable.

As soon as you have registered for ePayslips, an activation email will be sent to the email address you have provided and you will be asked to verify your details and set a password. You will then be able to securely access the ePayslips website.

CHAMPIONSHIPS PAY

PAYE Employees are paid weekly into either a bank account or building society account of their nomination. Under no circumstances can employees be paid by cheque or cash.

PAYE Employees will be paid in three payments for the work that they carry out at the Championships:

1. Check-in Weekend (24th, 25th and 26th June) will be paid on Wednesday 6th July 2. Week 1 Payment (Monday 27th to Sunday 3rd July) will be paid on Wednesday 13th July 3. Week 2 Payment (Monday 4th to Sunday 10th July) will be paid on Wednesday 20th July

Please note that, although The Championships runs from 27th June to 10th July, there is no guarantee of 13 days work.

CHAMPIONSHIPS BONUS SCHEME 2016 Bonus payments are awarded based on performance during The Championships. Bonuses are discretionary and are linked to your Manager’s written assessment of your attendance, timekeeping, personal presentation, organisation, use of initiative, hygiene standards, team-working ability, customer service, standards of service and customer/ client satisfaction. If eligible, bonus payments will be paid on the following dates:

For Staff roles: Wednesday 3rd August For Management and Chef Roles: Wednesday 10th August.

The Championships, Wimbledon Staff Handbook 2016

FMC CHAMPIONS

The FMC Champions Award is awarded to a member of the Team that goes above and beyond their job duties to create a fantastic experience for our client and guests and shows consideration for their team members.

The FMC Champions Award is nominated by both team members and Management. The nominations are gathered together and an ‘FMC Champion’ is announced. The Champion will be given a pin badge to wear with their uniform and certificate of thanks for their hard work.

Details of the award scheme will be communicated to you during The Championships.

HOLIDAY ENTITLEMENT

All workers are entitled by law to 28 days’ holiday per year (pro rata) if they do not work full time. As a Casual Worker over the event period, you will not have a standard shift pattern which you can take holidays from, and instead we pay your holiday as an equivalent sum.

From the moment you start working with us, you will accrue holiday pay. This is based on the amount you earn and the amount of work you complete with us. Holiday pay is calculated by accruing 12.07% of your gross earnings.

Holiday pay can only be paid by your home location i.e. the location where you commenced work. In order to receive your holiday pay from Wimbledon, you must:

 Send a written request to [email protected]  Claim your holiday pay for your work over the Championships between 21st July to 31st August 2016.

TAX & NATIONAL INSURANCE

For PAYE workers, Tax and National Insurance contributions are automatically calculated and deducted from your pay. If you are new to Compass Group you will be asked to complete a new starter checklist form prior to starting your engagement with FMC to ensure we have the correct tax information for you.

Our parent company, Compass Group UK, has been asked by Her Majesty’s Revenue and Customs to tax all staff under PAYE regardless if they are a student or not. Under this agreement we do not accept P38 student tax forms. National Insurance will not be deducted from any worker who can provide the Company with a National Insurance Exemption Certificate.

If you wish to claim back your tax, you will need to contact the tax office for advice. There are several ways to claim back tax and often any overpayment will be automatically rebated after you have received your final payment. Please note if you 16

The Championships, Wimbledon Staff Handbook 2016 would like to request your P45 after you have finished working with us, this will terminate you from our payroll system and you will need to re-apply in order to work with Compass again.

For tax queries, please contact the Tax Office directly: Telephone Number: 0300 200 3300. Please quote Reference Number 671/C145.

NEST PENSION SCHEME

For staff members who will be working with us for over 3 months, you may be automatically enrolled onto the Compass Group pension scheme with Nest.

If you have been automatically enrolled, the Nest Pension Scheme will contact you directly with more information and any contribution will be detailed in your wage slip. If you would like more information about workplace pensions via the Nest Pension Scheme, please visit: www.compass-pensions.co.uk

SELF EMPLOYED VENDORS

If you are a Registered Approved Self-Employed Vendor with Compass, you must submit an invoice to the Resourcing Team as soon as possible after you have completed your engagement with FMC.

The deadline for receiving invoices is Friday 29th July. Please be aware that you will receive payment at the end of August for work carried out at The Championships.

DEDUCTIONS FROM PAY

The Company reserves the right to recover any overpayment of wages, bonuses and/or holiday entitlement from your pay or require a repayment from you in respect of any overpayments of wages, bonuses and holiday entitlement or any other monies owed, or deemed to be owed by you to The Company.

The Company withholds the right to deduct money from your wages if you fail to return company property, including but not restricted to uniforms, accreditation and equipment.

If you do not return your Uniform Card, it may result in the loss of your Championships Bonus.

PAY QUERIES

Any query you may have regarding your pay must be made in writing to the Resourcing Team. N.B. The deadline for pay queries is 31st August 2016.

The Championships, Wimbledon Staff Handbook 2016

SECURITY

You are personally responsible for all Company property including money that you may handle. This remains the property of the Company at all times along with any equipment, uniform or protective clothing that is provided for your use. The Company reserves the right to require you to reimburse the Company for any loss.

If you are handling cash and you are provided with a till, you must always follow the following rules:

 You will be required to declare how much cash you have on your person at the beginning of your shift  All transactions must be registered through the till  No money is to be put in the till drawer which is not part of the transaction  The till drawer must be kept closed between sales. The till drawer is not to be opened other than a genuine transaction or by an authorised person  Only authorised persons may take money from the till  Any tips must be put into a designated, visible receptacle  Company procedures and policies will be followed at all times  Anyone found gambling, consuming alcohol or taking non-prescribed drugs will be disengaged and escorted off the premises immediately

The Company does not insure your property and accepts no liability for loss or damage. You are responsible for insuring your own belongings, therefore we ask you only bring the minimal amount with you to work. We may provide a storage area for personal belongings but any items are stored at your own risk.

It is recognised, for reasons of security that you must be prepared to be searched by an authorised person at any time, or on leaving the establishment. This also applies to your belongings, any locker or accommodation provided by the company. If you are found to be in the possession of goods without authorization, you may be liable to prosecution.

We strongly believe in the protection of our people, products and assets, as such we reserve the right to search any member of staff whilst at work. You may refuse to be searched but this will affect future work offers.

We operate a zero-tolerance policy on theft and dishonesty.

PROSECUTIONS AND CRIMINAL CONVICTIONS

If you are prosecuted for any offence, other than a minor traffic offence, you must disclose this to a member of the Resourcing Team. Only traffic offences which do not result in an endorsement of your driving licence are considered to be minor.

The Company may need to conduct criminal record or security checks before employment is confirmed. You will be informed at the application stage if any such checks are required and employment will only be confirmed once the vetting procedures have been completed and are satisfactory.

The Championships, Wimbledon Staff Handbook 2016

COMPANY VEHICLES

Some employees are required to use Company vehicles to carry out their duties. If you are required to drive as part of your employment then you should only use the vehicle after completion of an Authority to Drive form. You must be aged 21 or over and hold a Full UK Driving Licence to drive a vehicle for work.

EMPLOYEE CONDUCT & BEHAVIOUR

ALCOHOL AND DRUGS

The Company has the right to expect that employees’ conduct or performance is not impaired by drugs or alcohol at work. Even mild alcohol intoxication is likely to result in a lower standard of performance and a potential increase to health and safety risks in the workplace, as judgment and concentration are impaired.

The consumption of alcohol on duty, or reporting for duty under the influence of alcohol, is considered a serious issue. The use, possession or sale of illegal drugs at work or the deliberate misuse of prescribed drugs and substances, such as solvents, whilst at work is strictly prohibited. Any employee in breach of these rules will be disengaged and you will be escorted off site immediately.

In the event that you are travelling on any transport supplied or provided by the Company, we reserve the right to remove you from such transport in the event that you are under the influence of alcohol or non-prescription drugs or are abusive to any members of staff or to the provider of transport. Once you are removed from transport, it is your responsibility to make alternative arrangements.

SMOKING

Wimbledon is a no smoking site. Smoking (including vaping) is only to take place in the designated smoking areas. Employees are not to smoke in the presence of the general public whilst at work. Employees may request permission from their line manager to take where appropriate a ‘smoking break’ but they must return to their workplace at the due time. Such permission is entirely at the employer's discretion and does not constitute an entitlement. Employees who disregard the no smoking rules may be disengaged and may be escorted off site immediately.

The Championships, Wimbledon Staff Handbook 2016

CONFIDENTIALITY

You shall not, either during your employment with The Company, or afterwards, divulge to any individual, Company or undertaking, any confidential information or materials acquired by you in the course of your employment.

You will be required to sign an AELTC Confidentiality Agreement prior to commencing your engagement. This agreement states that during your engagement with FMC at Wimbledon, confidential information about the AELTC, The Championships, staff and players must not be disclosed or used at any time, whether during your engagement or thereafter, other than in the proper performance of your duties.

For the avoidance of doubt, this includes, without limitation, information on Facebook, Twitter, Instagram or any such similar social media.

GAMBLING/ BETTING

Betting, assisting betting or the use/supply of information for betting on Championships tennis matches and/or their outcomes, directly or indirectly, by anyone holding AELTC/ Championships accreditation may lead to the loss of accredited status for the current or future Championships, and/or further action.

DATA PROTECTION

The Company is committed to retaining confidential personnel matters that have been collated during the recruitment process and during the performance of activities. The storage of data and information complies with the Data Protection Act 1998 and individual access should be requested in accordance with these principles.

MEDIA POLICY

FMC workers are not authorised to contact the media or respond to any media calls without the knowledge and approval of Compass Group Communications Team. This applies to all media across TV, radio, online and print and includes personal contacts, trade magazines, national and local press. If in doubt or if you are approached, you should speak to your line manager or a member of the FMC Resourcing Team.

EQUAL OPPORTUNITIES POLICY

It is the policy of this Company that all persons shall have equal opportunities. There shall be no discrimination against any person in recruitment, promotion or in any other way, on the grounds of colour, sex, race, ethnic, national origin, disability or age.

In compliance with this policy, the Company will not tolerate any form of racial or sexual harassment of one employee by another. Acts of this nature, besides being potentially

The Championships, Wimbledon Staff Handbook 2016 unlawful, will be regarded as misconduct and dealt with as such under the Disciplinary and Grievance Procedure.

HARASSMENT & BULLYING

All staff are entitled to work without harassment, bullying or victimisation because of their race, colour, nationality, ethnic origin, religion, belief, gender, sexual orientation, marital status, disability, age, or membership or non-membership of a trade union.

Harassment can involve a single incident or may be persistent. Harassment is harmful to employees, employers and customers alike. It can range from extremes, such as violent outbursts, to less obvious actions, such as excluding someone from social activities.

It is every employee’s responsibility to stand against these behaviours in the workplace and any staff member found to be violating these rules will be disengaged and you will be escorted off site immediately.

FIRE PRECAUTIONS

 Fire escape routes must be kept clean at all times.  All buildings, circulation routes, and covered areas in the grounds are designated ‘No Smoking’ and this must be strictly observed.  The fire alarm is tested every Monday at 09:30hrs throughout the year. During The Championships, there is a test every morning.  Should the fire alarm sound for more than 30 seconds, the Assembly Area is the ‘Rose Arbour’ between Courts 14 and 19, or the Tea Lawn, between Gate 4 and 5. Do not use the lifts.

EMERGENCY PROCEDURE

In the event of evacuation, a nominated fire warden takes responsibility to clear all areas and roll call staff.

Should there be a need to evacuate, you will be advised by your Manager. Please make your way calmly, quietly and without running via the nearest fire exit to the appropriate evacuation point.

During the Championships, the evacuation point will announced via the Public Address system.

Managers and Staff must not re-enter their areas until authorisation is given by the Senior Operations Manager on duty.

SUSPICIOUS OBJECTS

If you discover a suspicious package or it is reported to you:

The Championships, Wimbledon Staff Handbook 2016

 Do NOT touch it  Do not use your mobile phone within 10 meters of the suspicious object  Ensure the package does not belong to anyone in the vicinity  If it is not claimed, report it immediately to your Manager who will contact the Appropriate Safety personnel.

ACCIDENTS

Any accident/ incident or near miss must be reported to the Resourcing Team and recorded in both FMC and the AELTC Accident Logs. FMC and AELTC have a duty to investigate any accident or dangerous occurrence; therefore, you must notify your Manager immediately should an accident occur.

An FMC Accident Investigation Pack (AIP) must be completed in full for every accident. The completed AIP must be handed in to a member of the Resourcing Team and the scene of any accident/incident must be left intact pending an investigation.

ENVIRONMENTAL POLICY STATEMENT

FMC is committed to conducting itself in a responsible manner to protect people and the environment. To this end, FMC, with the full support of its board of Directors, aims to conduct all of its operations in a responsible manner in order to reduce recognised hazards and to respect the environment.

The concepts of ‘environmental best practice’ and ‘duty of care’ will be implemented to establish high standards of operation in all the Company’s activities for which adherence will be mandatory.

FMC has established the following environmental goals:

 To ensure that all its activities comply with or exceed regulatory controls or codes of practice where they are available. In the absence of specific regulations, all activities are carried out in an environmentally responsible manner to prevent any pollution.

 To conserve natural resources by the use of energy management, recycling and other appropriate means, and to deal with suppliers and contractors who actively share these goals.

 To operate each of its facilities in a responsible manner, with due regard to the local community in which it resides and having taken due account of any particular environmental aspects identified at that location.

 To continue to develop and improve its operational standards as a result of both its own efforts and using appropriate available technological developments.

 To make all employees aware of its environmental policy whilst providing suitable training to improve environmental awareness, and allocate clear responsibilities.

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 To operate and continually improve systems and procedures for both operations and their monitoring to ensure adherence to the policy.

The Championships, Wimbledon Staff Handbook 2016

ENVIRONMENTAL ESSENTIALS

You can save energy by:

 Keeping pre-heating times for ovens, hobs, grills, fryers etc. to the minimum described below:  Large Oven 10 – 15 minutes  Deep Fat Fryer 5 – 10 minutes  Char Grill 10 minutes  Griddle 10 minutes  Turning off vacuum cleaners when not in use.  Always using the most suitable sized equipment and using saucepan lids where possible.  Avoiding using cooking equipment as a substitute for space heating.  Avoiding using dishwashers on part load.  Making sure that rates of extraction are controlled.  Not wasting hot water.  Making sure that all equipment is turned off when not in use.  Making sure that lights are turned off when not needed and doors and windows are kept closed.

You can save water by:

 Minimising water wastage, including hot water.  Reporting dripping taps to your Manager.  Using a bowl or sink plug when washing equipment or food rather than running the tap.  Not overfilling buckets and mop buckets.

You can help prevent pollution by:

 Only disposing of wastewater into the designated sinks and drains.  Only using the correct dilution of chemicals to water as directed according to the manufacturer.  Cleaning up small spillages immediately and disposing of them in the correct receptacle – if in doubt, ask your line manager.  Reporting any spillages of oil or chemicals immediately to your manager.  Being fully trained in spill response and knowing the spill response plan.  Knowing where the spill response kit is located in the unit.

You can help reduce waste by:

 Being proactive with new ideas for reducing waste.  Being aware of all recycling occurring within the unit.  Making sure you segregate all waste.  Always use the correct skip or bin for recycling.  Measuring food waste.

YOU CAN MAKE A DIFFERENCE IF YOU THINK GREEN.

The Championships, Wimbledon Staff Handbook 2016

DELEGATE TRAINING CARD

This section is designed to be kept by the Resourcing Team as proof of your training record.

1. AELTC Site rules 2. COSHH Training 3. Health and Food Safety (ALETC and FMC) 4. Responsible Service of Alcohol 5. Finance Training 6. HR & Learning and Development Training

CUSTOMER CARE TRAINING RECORD CARD

Name……………………………………………………………………………………

ERN………………………………………………………………………………………

Unit Name ……………………………………………………………………………..

Unit Number …………………………………………………………………………...

Job Role ………………………………………………………………………………..

I acknowledge I have attended ‘Customer Care’ training

Signature ……………………………………………………………………………..

Date of Training ……………………………………………………………………..

N.B. Please submit to the Resourcing Team to be paid for your training session

Thank you

The Championships, Wimbledon Staff Handbook 2016

RESPONSIBLE SERVICE OF ALCOHOL - GUESS THE AGES

You should request Identification from a guest if you suspect that they are under what age?

…………………………………………………………………………………………………………… ……………………………………………………………………………………………………………

What are acceptable as forms of ID?

…………………………………………………………………………………………………………… …………………………………………………………………………………………………………… …………………………………………………………………………………………………………… ……………………………………………………………………………………………………………

What signs would you look for to tell whether a guest was intoxicated?

The Championships, Wimbledon Staff Handbook 2016

HEALTH AND FOOD SAFETY QUIZ

1. Which of the following is the major 5. What is the correct method to use to cause of accidents in catering reach an object on a high shelf in a business? store room? A. Gas explosions A. Stand on a step ladder B. Slips and falls B. Stand on a chair C. Cuts on a slicing machine C. Stand on two boxes of cans D. Electric shocks D. Stand on the first shelf

2. What should a catering employee 6. Which is the most common way that place on a minor cut on their hand at food poisoning bacteria are brought into work? the kitchen? A. Pink adhesive plaster A. Bread and cakes from the baker B. Pork pies and boiled ham from the B. Nothing cooked meat supplier C. Raw meat and poultry from the C. Bandage and lint dressing butcher D. Documents and paperwork from D. Blue waterproof plaster head office

7. Where is the best place to store waste 3. When is it safe to return to a building and rubbish that is awaiting collection so after a fire evacuation? that pests are not attracted to it? A. In an open top bin outside the A. As soon as the alarm stops sounding kitchen door B. In cardboard boxes on the yard B. You cannot see smoke or flames outside the kitchen C. In a lidded bin or skip away from the C. Other people go back in kitchen D. The person in charge says it is safe to D. In open black polythene bags in the do so refuse storage area

4. What should you do immediately if 8. Why must food handlers wear oil is spilled on the floor? protective clothing? A. Ignore it and expect someone else A. To protect against injury to clean it up B. Warn your colleagues, clean it up B. To look smart and clean and put out a “Wet Floor” sign C. Warn everyone in the kitchen and C. To keep clothes clean clear it up after service 27

The Championships, Wimbledon Staff Handbook 2016

9. After doing which ONE of the 11. What number should you call in the following is it MOST important to wash event of an issue or emergency on site? your hands? A. Buttering bread A. 2666 B. Slicing cooked meat B. 999 C. Handling raw meat C. 911 D. Slicing cake D. 3887

10. Which are the main reasons for 12. Whose responsibility is it to take care having high standards of cleanliness of your health and safety? and hygiene in food premises? A. To encourage customers A. FMC B. To protect customers from food B. Your manager poisoning C. To keep Enforcement Officers C. Yours happy D. To make conditions more D. The guests pleasurable for staff to work

Name ……………………………………………………………………

ERN ……………………………………………………………………....

TEST SCORE ......

The Championships, Wimbledon Staff Handbook 2016

SELF REVIEW

We aim to provide legendary experiences to all our guests. After your first day, take the opportunity to review your service against the six core behaviours we covered in your training: (1 = poor, 5 = excellent)

1 2 3 4 5

1. Taking pride in appearance, attention and attitude

2. Proud of our venue and fantastic offer

3. Quick to share a smile

4. Always asks is there anything else I can do for you?

5. Welcomes every guest back

6. Never miss a chance to WOCAAT

Which areas are you going to work on?

The Championships, Wimbledon Staff Handbook 2016

TILL TRAINING

This section must be completed by all front of house staff in cash handling areas.

If you are handling cash and you are provided with a till you must always follow the following rules:

 You will be required to declare how much cash you have on your person at the beginning of your shift  All transactions must be registered through the till  No money is to be put in the till drawer which is not part of the transaction  The till drawer must be kept closed between sales  The till drawer is not to be opened other than a genuine transaction or by an authorised person  Only authorised persons may take money from the till  Any tips must be put into a designated, visible receptacle

I hereby declare that I have been trained by the Treasury to use the till, including error correcting and over rings and have had the cash handling procedures explained in regard to the Wimbledon Tennis Event

Name …………………………………………………………………………………

Signature ……………………………………………………………………………..

Date of Training ……………………………………………………………………..

The Championships, Wimbledon Staff Handbook 2016

TRAINING LOCATIONS MAP