Employee Motto Exceptional Service Begins With Exceptional People Mission Statement ABOVE AND BEYOND OUR GUESTS’ EXPECTATIONS Through our commitment to maintaining positive attitudes, providing exemplary service and superior accommodations. Purpose Welcome to The Broadmoor family! This guidebook has been designed to serve two important purposes. The first is to make it easier for you to learn about your new place of employment. The second is to provide you with the information you need in order to become part of our successful team. Because there are hundreds of fellow employees working alongside you, it is necessary that we all use the same set of guidelines and procedures for everyone’s benefit. It is your responsibility to read through this guidebook so that you know what to expect from us and what we will expect from you. This employee guidebook is provided for the convenience and information of Broadmoor employees only. With the sole exception of the Dispute Resolution Policy and Arbitration Agreement, discussion of policies, procedures and benefits in this guidebook is informational only and subject to change according to the needs of The Broadmoor and its employees. With or without cause or notice, The Broadmoor management reserves the right to interpret and modify the provisions of this guidebook (with the exception of the Dispute Resolution Policy and Arbitration Agreement) as they determine necessary. 2 With the exception of the Dispute Resolution Policy and Arbitration Agreement, the contents of this guidebook do not constitute a contract of employment either expressed or implied. Nothing contained in this guidebook should be construed as a guarantee of continued employment; but rather, the employment relationship with The Broadmoor is on an at-will basis. This means that the employment relationship may be terminated at any time by either the employee or The Broadmoor for any reason not expressly prohibited by law. Any written or oral statement to the contrary by a Supervisor, corporate officer, or other agent of The Broadmoor is invalid and should not be relied upon by any prospective or existing employee. This book and its contents thereof supersede any previous editions of the employee guidebook. The policies and guidelines presented in this bobookok are the cccurrentcurrent policies and guidelines and supersede previouslypreviously written guidelines. 3 Contents I. INTRODUCTION………………………….………………………………………………………. 10 President’s Welcome .......................................................................................... 12 The Broadmoor Tradition ................................................................................. 13 Anschutz Corporation ........................................................................................ 14 Building a Tradition of Excellence .................................................................. 14 II. HOTEL INFORMATION………………………………………………………..……………… 15 Dining and Entertainment ................................................................................ 23 Broadmoor Retail Shops .................................................................................... 26 Additional Offerings ........................................................................................... 31 The Broadmoor Wilderness Experience ....................................................... 31 III. GUEST RELATIONS……………………………………………….…………………………….. 34 Courtesy to our Guests ...................................................................................... 34 Addressing Guests .............................................................................................. 35 Guest Complaints ................................................................................................ 35 Broadmoor History of Excellence ................................................................... 37 Guest Accidents ................................................................................................... 37 Guest Privacy ........................................................................................................ 38 Guest Misconduct................................................................................................ 38 Guest V.I.P. Pin...................................................................................................... 39 Guest Contact ....................................................................................................... 39 Lost and Found .................................................................................................... 40 IV. POLICIES AND PROCEDURE GUIDELINES……………………………..………… 41 Employee Classification ..................................................................................... 41 Evaluation Period ................................................................................................ 41 Equal Employment Opportunity ..................................................................... 42 No Harassment Policy ........................................................................................ 43 Reasonable Accommodations/Modified Job Duties ................................ 44 Open Door Communication Policy ................................................................ 45 4 Dispute Resolution .............................................................................................. 46 Eating and Drinking Policy ............................................................................... 48 Smoke/Tobacco-Free Policy ............................................................................. 50 Dating Policy ......................................................................................................... 51 Reference Check Policy ...................................................................................... 51 Conflict of Interest Policy ................................................................................... 52 Confidentiality Policy .......................................................................................... 52 Package Pass ......................................................................................................... 52 Inspection Policy .................................................................................................. 53 Solicitation/Distribution Policy ......................................................................... 53 Disciplinary Policy ................................................................................................ 53 Standards of Conduct ........................................................................................ 55 Identification Card ............................................................................................... 58 Name Tags ............................................................................................................. 58 Uniforms ................................................................................................................. 59 Employee Entrances ........................................................................................... 59 Employee Parking................................................................................................ 60 Employment of Relatives ................................................................................... 61 Lockers .................................................................................................................... 62 Restrooms .............................................................................................................. 62 Elevators ................................................................................................................. 63 Telephones ............................................................................................................ 63 Recording for Evaluation Purposes ................................................................ 63 Meal Breaks ........................................................................................................... 64 B.B.C. (Broadmoor Beautification Committee) ........................................... 65 Maintenance FIXX Line ...................................................................................... 65 Job Postings, Promotions, and Transfers ...................................................... 65 Employee Self Service ......................................................................................... 66 Personnel Files ...................................................................................................... 67 5 Work Schedules ................................................................................................... 68 Hours of Work ...................................................................................................... 68 Attendance Guidelines ...................................................................................... 68 Reduction of Hours ............................................................................................. 69 Key Control ............................................................................................................ 70 Guest Room Master Keys (Card Key) ............................................................. 71 House Bank/Cashier Procedures .................................................................... 71 Personal Grooming Standards ........................................................................ 72 Company Device and System Usage Standards