Sovereign Hill Museum -...

Delaware North Companies

Site Employee Hand Book

Sovereign Hill Museum

Sovereign Hill Site Handbook. June 2013. 1

Welcome from Helene Sexton Executive Director Sportservice & Entertainment

Welcome to Sovereign Hill, a contract within Delaware North’s Sportservice & Entertainment portfolio. The history of Sportservice is rich and varied commencing in the USA in 1926. Today the portfolio has a strong and prestigious presence in the USA, Australia, United Kingdom and Singapore. Delaware North entered the Australian market in 1988. One of the first contracts that was acquired as part of this entry strategy was Melbourne & Olympic Parks, known then as Flinders Park. Almost a quarter of a century later – Delaware North continues to be the exclusive hospitality and catering partner having renewed the contract twice through competitive tendering. At each of our Sportservice & Entertainment locations, we design our hospitality and food services around the unique needs and requirements of our clients, with a focus on regional fare and customer favorites. Our Chef’s create menus to meet the needs of our retail/concession, corporate, VIP and special event function guests.


Awards:

Melbourne & Olympic Parks Precinct Restaurant & Catering Association (VIC) Awards for Excellence

• Event Caterer – 2005,2006 & 2007 Delaware North – Australian Open

• Following its third consecutive win – Delaware North was inducted into the Restaurant & Catering Association Hall of Fame, due to this Delaware North is unable to enter the award category for three years.

• Venue Caterer – 2009 Pink Concert Services Restaurant & Catering Association (Aust.)

• National Venue Caterer – 2009 Pink Concert Services

Telstra Dome (Etihad Stadium)

Restaurant & Catering Association (VIC) Awards for Excellence

• Venue Caterer – 2006 Delaware North - AFL Football Season

• Caterer of the Year 2006 Delaware North

Sovereign Hill

• Winner – Tourism Marketing Award 2007, Victorian Tourism Awards

• Inducted into the Tourism Victoria Hall of Fame For more information Visit Blue Square for full site information sheets and individual profiles on each of our retail food & beverage concepts.


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

Administration Office

Address: Delaware North Sovereign Hill Gate 1, Magpie Street, Ballarat, Vic 3350 Phone: (03) 5337 1133 or (03) 5329 2393

Fax: (03) 5329 2376

Key contacts for Sovereign Hill are listed below:

Title Name Contact Number

General Manager Lisa Scarff 03 5329 2383

Retail Catering Manager Deidre Barnes 03 5337 1130

Human Resources Business Partner Julia Vaynbrand 0420 927 591

Administrator - Payroll Joanne Toulmin (03) 5337 1133

Functions Manager Geraldine McDonald

(03) 5329 2393

Function Coordinator Erin Thomas (03) 5329 2394

Narmbool Supervisor Tana Vervaart (03) 5329 2394

Head Chef Walter Wilson (03) 5337 1132

New York Bakery (03) 5337 1132

Sovereign Hill Cafe (03) 5337 1130

Hope Bakery (03) 5337 1150

HR Administrator/Recruitment Joseph Banda/ Tara Fehon

[email protected]

Key Contacts at Central Support Office A team of professionals are based at Delaware North’s Central Support Office (CSO) in Melbourne, who come to work each day with the primary purpose of supporting Delaware North’s operational sites. Our intranet contains profiles and photos of some of these key contacts who will be crucial in supporting you in your role: http://bluesquare.dncinc.com/AUSNZ-OurManagement.aspx The Central Support Office is located at Level 2, 630 Church Street Richmond, Victoria 3121. The central contact number is (03) 9413 6200. You may contact or be contacted by some of these team members or by other representatives from CSO as part of your on-boarding and induction program. A current team member phone list can be found on our intranet: http://bluesquare.dncinc.com/Australia-Phone-List.aspx


Sovereign Hill Overview and History

Sovereign Hill Museum is Australia’s foremost heritage park and largest outdoor museum in Australia. The museum authentically showcases all aspects of the first decade of the gold rush that occurred in and around the Ballarat area in 1851. The museum attracts over 500,000 visitors each year, of which a large number are international visitors. Through an act of exceptional generosity, Sovereign Hill Museums Association also acquired the historical pastoral property, Narmbool at Elaine. The property was established in 1839 to run cattle, but sheep soon proved more suitable. Today the Sovereign Hill Museums Association offers a purpose built function and reception centre amongst a picturesque setting. The unique combination of a working farm and pristine bush environment provides an opportunity to learn about the challenges and management of a fragile farm ecosystem.

Description of Outlets – Sovereign Hill

The New York Bakery

The New York Bakery offers a realistic 1850’s restaurant setting where a-la-carte luncheons are available along with a selection of morning tea, afternoon tea and snack items. Children are catered for however this setting suits the independent and mature visitors to the park. The operating hours of the bakery are 10.30am until 4.30pm.

The Sovereign Hill Café

The Café is popular for families and school groups. It offers a range of retail and fast food items, a large outdoor seated area as well as a bar open to the general public. It is a popular destination for Sovereign Hill staff. The operating hours of the Café are 9.00am ununtil 5.00pm.

The United States Hotel/Dining Room

The United States Hotel and Dining Room is an authentic bar and small dining room featuring the same menu as the New York Bakery. Open fire and an intimate setting add to the atmosphere of the traditional hotel/dining room in the mid 1800’s. The operating hours of the bar/dining room is 12 noon ununtil 2.30pm daily (extended during peak periods and weekends).

Universal Transit Office

Universal Transit Office offers a range of ice creams, cold drinks, coffees and themed food during weekends, summer months and school holiday periods. Menu boards indicate daily specials.

Charlie Napier Hotel

The Charlie Napier Hotel is primarily used to service the Blood on the Southern Cross dinner package. This area is also used for conference, functions and tour groups.

Blood on the Southern Cross

Blood on the Southern Cross is an experience that surrounds participants with fantastic sound and lighting effects. Participants can partake in a meal before being escorted to a section of the museum where a re-enactment of the Eureka Stockade and life in the goldfields is played out.

Hope Bakery

Using traditional baking techniques, the Hope Bakery produces ready to eat products such as pies, pasties, sausage rolls and sweet biscuits. All pastries are cooked in the wood-fired oven and sold through the shop front. Hope Bakery products are also available for purchase at the Sovereign Hill café.


Description of Outlets – Narmbool

Narmbool Garden Room

The Narmbool Garden Room and Terrace offers an elegant and serene location for special dining experiences including weddings, corporate and private functions, conferences and special events.

Narmbool Lodge

Narmbool Lodge is a secluded, self contained venue with on site accommodation. Designed to harmonise with the natural beauty of Narmbool, the lodge features an open fire, large windows and extensive deck. Narmbool Lodge is predominantly used for school groups and conferences.

Venue Facilities Maps


Parking

Staff parking is available in the administration carpark located on Magpie Street. Should the car park be full, parking is permitted in Magpie Street. Please adhere to parking signage to avoid parking in a dangerous position or receiving an infringement notice.

ATMs

It is important to know where your closest ATM is as guests will often ask. We have machines located in the Sovereign Hill Café. The Post office also offers a cash withdrawal service.

Team Member Entry Point

Entry to Sovereign Hill is via gate 2 located on the right (when facing) the Administration building. The entry code will be advised during the induction process. For entry after 6.00pm please park in the main entrance car park and enter via the front entrance of Sovereign Hill. Check in on arrival with your supervisor at your rostered area, drop off your personal items and pick up your uniform (if at Narmbool). Your grooming standards will be assessed here by your supervisor.

Personal Property

Please ensure that personal belongings and valuables are kept in a safe place which can be pointed out by your line manager. Please ensure your phone is turned to silent or switched off. Mobile phones should not be taken to work areas. Please do not bring valuable items to work. Delaware North will take care to ensure your personal belongings are safe and secure, however, accepts no liability or responsibility for team member’s personal property.

Toilets

Employee toilets are located in each of the venues operated by Delaware North and will be pointed out to you by your area supervisor.

Smoking Areas

Sovereign Hill is a smoke free Museum and as such staff must leave the boundary line should you wish to smoke. Smoking is permitted in the Administration car park on Magpie Street. Smoking must not be conducted whilst in service uniform.

Please ensure you continue to represent the Company appropriately during your breaks, and remove aprons (for example), dispose of cigarettes appropriately and wash your hands thoroughly on returning to work.


Employee Meals

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

Break/Meal Areas

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

Alarms, Access Cards, Security Codes & Other Security Information

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

Sovereign Hill Etiquette

The period of the mid 1800’s was a time of great change. A new Queen had been crowned the Queen of England and inherited one of the most powerful and wealthiest countries. The industrial revolution had gained speed and as a result urbanization had begun. Cities grew, crops in Europe have failed and many sought out a new life in Australia with the promise of fortunes to be made on the goldfields. What they found in Australia was not roads paved with gold, but a life of hard work and toil. With gold finds suddenly lower class citizens could live the life of gentleman. The traditional class system suntill existed but it was now possible to “buy” your way into high society rather than be born into it. As satellite cities such as Ballarat emerged so did the need for support services, restaurants and shops required staff to service their needs. If you were lucky to work for a good employer then you would be treated well and would be expected to be skilled. When speaking to customers you would address them respectfully (ie. Sir or Maam). You would not run or be boisterous in the workplace but go about your work quietly and efficiently. You would offer information at appropriate times and be in position to offer information professionally when requested. While working at Sovereign Hill you will be expected to reflect the period outlined above. The following etiquette should be observed.

• Be on your “Sunday best” behavior when in the Museum

• Don’t run at any time

• Address all customers as Sir or Maam (Marm).

• Be informed; know your way around the museum as well as knowing your way around the outlet.

Waste Managment

Sovereign Hill is Waste Wise accredited and as such separation of waste is required in all areas. Glass and cardboard are to be placed in appropriate areas for recycling along with co-mingled waste. New York Bakery also is required to separate all food waste into appropriate bins. Please confirm with your supervisor for appropriate areas for these items at each outlet.


Safety and Emergency Procedures Safety Standards

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

• Identify hazards in their work area and report these hazards to supervisors immediately

• Comply with all instructions and follow safe work procedures at all times

• Report all accidents and near miss incidents regardless of how minor they are

• Work in a safe manner and encourage team members to do the same

• Immediately notify the appropriate department to address spills, cleanliness and maintenance issues

• Not recklessly interfere with or misuse equipment provided by the company to protect the health, safety and welfare or our guests and team members

• Not to do anything that endangers yourself or others.

Security

Security guards partol the museum from 5.00pm until 9.00am seven days per week. Should you require assistance during daily operating hours please contact your direct supervisor as first port of call to determine further course of action. Should you require assistance of a security guard of an evening or early morning they can be contacted on 8271 on any internal phone or 5337 1171 from any external or mobile phone. Always advise your supervisor should you require assistance.

Security guards should be advised of circumstances that you do not feel comfortable dealing with. The onsite guards are happy to intervene or simply provide a presence as needed.

Whether returning to your car at the end of an evening shift or waiting to be collected please ensure that another staff member is accompanying you or alternatively security will escort you to your vehicle.

Fire and Emergency Evacuation Procedure

Should an emergency occur at Sovereign Hill please follow the instructions of your supervisor or Sovereign Hill Warden. Remain calm at all times and ensure the safety of yourself and customers above any equipment or products. In accordance with Occupational Health and Safety Law and Delaware North Policies, team members are required to understand their venue’s fire/emergency evacuation procedure. Team members are to assist with practice evacuation procedures and understand their role and responsibilities in evacuation situations. All fire/emergency evacuation procedures with detailed meeting points are located in designated staff areas. Sovereign Hill Outdoor Museum

• Post Office Dam

• Bright View Carpark

• Gift Shop - Car Park near gate 18


• Gold Museum – south west corner of car park

• Lodge – opposite car park near public toilet

• Grassed area between lodge and SH

Narmbool

• Check with local staff - Car park

Medical Assistance

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


Before You Start Food Safety

As a hospitality organisation, we pride ourselves on setting and maintaining high standards of food presentation and preparation. All team members who are likely to handle food or supervise a team that handle food as part of their role must have completed a Food Hygiene qualification with a Registered Training Organisation prior to their first shift or within their first 90 days of commencing on site. The course code is SITXOH5002A – Follow Workplace Hygiene Procedures or SITXFSA101: Use hygienic practices for food safety (as at June 2013) in Australia or NZQA167 in New Zealand.

Responsible Service of Alcohol

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

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

• Persons must be 18 years of age to purchase liquor

• Proof of age is required

• We will not serve patrons who are intoxicated, rowdy, behaving in an offensive manner or are engaging in activities that may harm others or encourage excessive drinking

• Team members will look for warning signs of intoxication and refuse service

• Team members are asked to discreetly inform the Line Manager on Duty of any troublesome customers so they may deal with the complaint.

Additional Certificates/Licences Required

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

What to Bring With You on Your First Day

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

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

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

• Notebook and pen.


Uniform Standards GuestPath Standards

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

This includes:

• Wearing the correct and full uniform

• Ensuring appropriate footwear is worn and is in good condition

• Wearing a Delaware North name badge each shift

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

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

• Ensuring your nails are well groomed

• No body piercings are visible.

Venue Specific Uniform Requirements

Outlet specific uniform requirements are as follows:

Narmbool or Non Themed Functions o Long black slacks o Black shirt is provided and must be clean and pressed/ faded shirts must be replaced o Aprons will be provided for each function o Black closed in shoes, black socks o Hair must be tied back o No earrings or visible piercings o Other than one wedding ring - no jewellery is allowed

Sovereign Hill Cafe o Long black slacks o Black shirt is provided and must be clean and pressed/ faded shirts must be replaced.

Aprons to be provided and must be laundered o Black closed in shoes, black socks o Hair must be tied back o No earrings or visible piercings o Other than one wedding ring - no jewellery is allowed

Costumed Employees o Appropriate costume will be supplied o Costume is to be worn as complete outfit while in the museum precinct o Supervisor and costume staff will assist in fitting and training of wearing outfit o Black closed in shoes (no buckles, coloured stitching or decorations allowed), black socks o Hair must be tied back o No earrings or visible piercings o Other than one wedding ring - no jewellery is allowed


Back of House – Kitchen Hand

o Long Black slacks and Black Polo shirt o Black closed in shoes, Black socks o Hair must be tied back o Hair must be tied back o No earrings or visible piercings o Other than one wedding ring - no jewellery is allowed

Back of House – Chef

o Chefs pants, chefs jacket, apron, Hat/Skull cap o Closed in shoes o Hair must be tied back o Hair must be tied back o No earrings or visible piercings o Other than one wedding ring - no jewellery is allowed

Back of House – Bakers o Chefs pants, chefs jacket, apron, Hat/Skull cap o Closed in shoes o Hair must be tied back o Hair must be tied back o No earrings or visible piercings o Other than one wedding ring - no jewellery is allowed

Footwear Requirements

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

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


Rosters and Your Pay Hours of Work

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

Rosters

Rosters will be emailed to staff as well as being located in the outlets. It is the responsibility of each team member to ensure that they make themselves aware of the roster and what shifts they have been allocated for. Any staff member wishing to make any alterations to the set roster is to contact the Business Manager or Venue Catering Manager for approval with a minimum of 48 hours notice. Roster requests can be placed directly with the Business Manager via text or an email.

Timesheets

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

Time sheets are the record of hours for employees that officially document the hours worked by team members. Team members are responsible for ensuring these hours are correctly accounted for, and by signing your time sheet you are formally acknowledging to the best of your knowledge they are true and accurate. This will include all start, finish and break times.

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

Clocking In and Clocking Out

At venues where timekeeping devices (usually wall clocks) have been installed team members are required to use their staff cards to ‘clock-in’ and ‘clock-out’ of the venue. In some cases these clocks can be accessed through the point of sale terminals. Please be mindful that clocking in and out does not make the manual time sheet obsolete and team members are asked to also manually complete a timesheet document. Please ask your Line Manager whether you will be required to clock in and out at your venue.

How and When You Will Be Paid

Salaried team members are paid directly into their nominated back accounts on a monthly basis. Payment is made on the 21st of each month; made up of payment for three weeks behind and one week ahead. The


payroll cut off date for new team members joining the business is the 15th of every month. Non salaried team members are paid weekly depending on their business division. Bank accounts must be in your own name and please ensure all details are correct before submitting your completed paperwork. The pay week for non salaried team members commences on a Monday (am) and concludes on the following Sunday (pm). Wages are deposited directly into your nominated bank account. Funds are generally available the following Thursday for weekly team members. If any of your personal details change (bank, address etc), please notify your Line Manager and complete the changes on the web kiosk. Payroll Enquiries All payroll queries must be made in writing so they can be followed up accurately. Enquiries can be sent to [email protected]

Payslips

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

Online Leave Kiosk – Salaried Team Members

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

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


Site Specific Code of Conduct

Mobile Phone and Telephone Use

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

Speaking to the Media

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

Confidentiality

All employees are expected to abide by Delaware North’s Code of Conduct which includes abiding by all laws, rules and regulations that are applicable to the Company’s activities. Employees must ensure that they are informed and comply with all laws applicable to their activities on behalf of the Company which includes any dealings with both internal guests and external guests of Delaware North. This includes maintaining confidentiality, avoiding conflicts of interest and accurate financial accounting. While an employee of Delaware North you are requested not to divulge or use any confidential information about the Company. It is a condition of your employment that you may not, without authorisation, copy any Delaware North material i.e. materials, correspondence, computer printouts, financials, client lists, electronic materials, etc. When leaving a venue all materials must remain onsite and ALL employees are expected to comply with the National Privacy Laws.

Cash Handling

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


Company Property

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

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

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

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

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

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

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

Damage of Company Property

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

Visa Compliance

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

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


Benefits

Reward and Recognition Programs

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

Social Club

At Delaware North we want to make work enjoyable for team members and recognise that workplace culture plays a significant role in staff retention and engagement. Over the course of a year we spend a lot of time at work with our colleagues and as a result of this personal and professional relationships between peers evolve naturally. At all Delaware sites there are occasions when social activities are organised outside of work hours either for team building purposes, ‘get to know you’ initiatives as well as activities where members of our client / landlord’s team are included. Of course, it is expected that you will maintain a high level of personal and professional conduct during any Social Club events.

Parks & Resorts Friends and Family Discounted Rates

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

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

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

Career Pathways

At Delaware North, our goal is to provide you with exciting job opportunities and to assist you in developing a rewarding and lasting career partnership with us.

To assist you in navigating your career path we have developed our very own Career Pathways map for you. Please visit http://bluesquare.dncinc.com/AUSNZ-HR-CareerPathways.aspx for further information or speak to your Human Resources Business Partner.

Delaware North makes every effort to promote from within, with due regard for team members interests, qualifications, and the needs of the business.


Delaware North provides equal employment opportunities for team members through the following channels:

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

• The Dish – Hot Jobs Section


Acknowledgement Form

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

� I acknowledge that I have received my Site Handbook and I understand that it includes fundamental terms and conditions that govern my employment with Delaware North.

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

� I also understand that if I have any questions or concerns regarding any aspect of my employment or conditions I should speak directly with my Line Manager for clarification.

Name:

Signature:

Date:

Line Manager Signoff.

� I have provided an opportunity to raise any questions the team member has in relation to the information provided in the Sovereign Hill Site Handbook.

Name:

Signature:

Date:

Position:

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