Castle Department Handbook Arcade, Redemption, Golf, Laser Tag, Cars, Boats, & Pizza Mesa Golfland 155 W. Hampton Ave. Mesa, AZ 85210 2 Congratulations and welcome to the Castle Department at Mesa Golfland SunSplash. This department has been around since Mesa Golfland first opened its doors in 1983. Many things have changed since the beginning but our objective remains the same; to provide excellent customer service to every guest that comes to the park. Our department is unique in that it encompasses several operational departments under the umbrella of the Castle Department. You will receive training on working each position in each of the sub-departments. This handbook is to serve as a supplement to the Employee Handbook and as an additional reference guide throughout your employment. Many policies and procedures are outlined here and you will be held accountable for knowing the information within these pages. The handbook is organized by department and not in any order that you will be trained in. Again, this is a reference guide. Read this handbook carefully as you will be tested on its contents as you receive training and you will be expected to know it. Good luck and happy reading. Further Requirements All Castle employees are required to obtain a Food Workers Permit from the Maricopa County Environmental Services Division. Study materials can be found online on the employee internet or on the County’s website. The test may also be taken online and the permit obtained the same way via the County’s website provided you have a web camera with your computer. You may also choose to go down and take the test at a local County office and obtain the permit there. The cost for the permit is marginal and the test is free to take. Either way, you must visit the local office to get the photo ID. Our local office is located at: 1255 W. Baseline Rd. Bldg. C, Suite #270 Mesa, AZ 85202 (SW corner of Baseline & Alma School – red brick buildings behind gas station) Castle Uniform The company uniform policies are strictly enforced. An integral part of course is your grooming habits. We want you to look and be your best. Groomed and well-trimmed hair, tasteful makeup or jewelry and being clean shaven are as important as covering tattoos and wearing deodorant. They all come together to make you a great representative of our facility. You will be issued green polo’s to wear with your choice of tan, black or blue slacks*. A conservative belt must also be worn to improve your appearance and keep your shirt tucked in and/or slacks held up when necessary. Your employee badge is also part of your uniform. You should n ever be at Golfland without it; y ou either need it to work or to play so always have it. Additionally, c omfortable, predominately black or white shoes should also be worn keeping in mind OSHA requirements. *Shorts may be worn when the waterpark is open from May to September. Non-cargo shorts are preferred. Refer to the employee handbook for shorts requirements. 3 General Information Employee Paperwork Employee paperwork must be fully completed before you can begin working. Included in the packets are several forms for company, federal and state purposes. Copies of certain forms of identification are required to complete government requirements. Reminder: Arizona law states that employees do not have the right to access their personnel files; they are for company record keeping and are company property. Human Resources Information Golfland Entertainment Centers, Inc. maintains a standard of lawful hiring practices. We provide all employees access to pertinent information regarding employment law. We also encourage employees to inquire about any questions they might have about our employment process and policies as well as any state or federal policies. Questions can be directed to your department manager or to our Human Resources Director. Conduct We expect all employees to conduct themselves in a professional manner at all times.. The combination of each will determine your ability to act in an adult-like manner. Guests observe your every movement and word. You are an actor on a stage. You are performing, in a sense, for the public. You and your ‘cast mates,’ together, have the greatest ability and responsibility to affect whether a guest is satisfied with their overall enjoyment of our park. We expect a lot. The experience and reward you will gain from learning to act professionally will be invaluable to you. Positioning Stand up straight at all times. Leaning on anything is not allowed. It portrays to our guests laziness and boredom. Demeanor Be confident and you will portray confidence. Be happy, helpful, friendly and smiling at all times. ’Please’, ‘Thank You’ and ‘You’re Welcome’ are to be the most common words in your vocabulary. Treat our guests as you yourself would like to be treated. Your efforts in acting professionally will go a long way. Should any incidents or confrontations occur, remain calm. You may get frustrated at times but try not to let it show. 4 Scheduling Schedule Posting & Time Off Requests According to the Employee Handbook, schedules for the following week are to be published by closing time on Thursday. It also states that time off request be in by Tuesday. We allow for time off requests to be entered until Thursday and will published Thursday or Friday. Requests are to be entered into When To Work. Plan your schedules accordingly. You are solely responsible for making sure that the request is entered correctly. We ask that you give us two weeks’ notice if you are requesting a week or more off. Also, requests that have reasons will be approved over those that don’t. Schedule Replacement Schedule changes MUST be approved by your department manager or the supervisor for the shift(s) in question. Finding a replacement is to be done on your off time; during your break or after your shift is done. Make sure your replacement is not already scheduled for a shift during that time or for a shift that overlaps yours; they may not be able to take your shift because if their existing shift. There are a number of factors that will determine whether the schedule change can take place. 1. Can your replacement be there on time, at the scheduled time? 2. Does your replacement know how to work the position they will be filling? 3. Can your replacement work well with the other staff members assigned at nearby positions? If you are unable to work one of your shifts, it is your responsibility to find someone to work the shift for you. If you are unable to find someone to fill your shift you will be expected to work. If you do not show up for your shift, you will be written up. We understand that there are some things that can’t be planned for. We will attempt to help you fill your shifts in these cases. Breaks, Off-Site Policy and Parking Employees are requested to park in the FastCar Raceway parking lot across from the castle or in the dirt lot further down Hampton on weekend mornings when the waterpark is open. You are permitted to leave the property when clocked out for your 30-minute break. On weekends or other busy days, we encourage you to remain on property due to the heavy volume of guest vehicles taking all the parking spots. If you choose to leave for your break, you will need to allow enough time to find a parking space and be clocked in on time to resume your shift. When on break, on property, you must be in an employee break area. Time Clock and Time Corrections You are required to record your work time on the time clocks in the break rooms. Golfland uses biometric technology to ensure that no one other than yourself can clock in or out for you. We realize that there will be times that you may have forgotten to clock in or out or the time clock may not be available for some reason. If this should occur, you will need to report the error to the on-duty shift leader, your supervisor or your manager on the day of the occurrence. They will fill out a Time Clock Correction sheet with your corrected time and your manager will make the necessary changes in the time clock. If you repeatedly fail to clock in or out, disciplinary action will be taken. 5 Our department clocks in to several individual departments for the purposes of labor allocation. Each department is listed below with the corresponding positions that clock in to that department. 1 –Arcade, Redemption, Front Gate 2 – Golf 3 – Pizza, Iceberg, Birthdays 5 – Season Passes 6 – Bumper Boats 8 – Laser Tag 10 – Cars, Track Cpt., Pit 13 – Special Events Emergency Action Plan E.A.P – Our Departmental Role Please ask your manager any questions you might have about the E.A.P. It is very important that when necessary, the emergency action plan is used and executed correctly. Any deviation from the plan presents risk to the facility and our guests. When the plan is executed, any deviation of procedures outlined in the plan is grounds for immediate suspension. Please make sure you know your role in the plan and remember to remain calm if we need to use it. Although the plan listed below pertains mainly to the waterpark, it is important for you to be familiar with it. If guests come up to the castle during an emergency you will be able to understand the actions that are taking place.