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TEAM MEMBER HANDBOOK 2013
Team Member Handbook 2013
TABLE OF CONTENTS
PREFACE.................................................................................................................................................... 5 MISSION STATEMENT ............................................................................................................................... 8 CLEANLINESS .................................................................................................................................................. 8 APPEARANCE .................................................................................................................................................. 8 RESPONSIBILITY .............................................................................................................................................. 8 ENTHUSIASM ................................................................................................................................................... 8 CONGRATULATIONS! ........................................................................................................................................ 9 OPERATING CALENDAR...... 10 ADDRESS ........................................................................................................................................................ 11 ROLES OF EACH DEPARTMENT ....................................................................................................................... 11 RAGING WATERS FAMILIARIZATION ............................................................................................................... 12 EMPLOYMENT POLICIES...................................................................................................................... 14 EMPLOYMENT POLICIES ...................................................................................................................... 14 ANTI-HARASSMENT........................................................................................................................................ 14 COMPLAINT PROCEDURE ................................................................................................................................ 14 CONFIDENTIALLY ........................................................................................................................................... 16 FRIENDS AND RELATIVES ............................................................................................................................... 16 OTHER EMPLOYMENT .................................................................................................................................... 16 TRANSFERS .................................................................................................................................................... 17 PERSONNEL FILE ............................................................................................................................................ 17 OPEN DOOR POLICY.................................................................................................................................... 19 TRANSPORTATION .......................................................................................................................................... 19 AT WILL EMPLOYMENT.................................................................................................................................. 19 TERMINATION PROCEDURES .......................................................................................................................... 20 RE-EMPLOYMENT CATEGORIES ...................................................................................................................... 20 WORK SCHEDULES ......................................................................................................................................... 20 SCHEDULE CHANGES ...................................................................................................................................... 20 YOUR IDENTIFICATION CARD ......................................................................................................................... 21 ARRIVING AND DEPARTING FROM WORK ....................................................................................................... 22 ATTENDANCE ................................................................................................................................................. 22 BREAK PERIODS ............................................................................................................................................. 23 YOUR MEALS ................................................................................................................................................. 24 YOUR PAY RATE ............................................................................................................................................ 24 PAY CYCLE .................................................................................................................................................... 24 PAYCHECK DISTRIBUTION .............................................................................................................................. 24 PAYROLL DISCREPANCIES .............................................................................................................................. 26 OVERTIME PAY .............................................................................................................................................. 26 REPORT PAY................................................................................................................................................... 26 PERFORMANCE EVALUATION ......................................................................................................................... 26 TEAM MEMBER INCENTIVE PROGRAMS ......................................................................................................... 27 ON AND OFF STAGE ....................................................................................................................................... 27 COMPLIMENTARY ADMISSION ........................................................................................................................ 27 TEAM MEMBER PARTIES ................................................................................................................................ 27 TEAM MEMBER DISCOUNTS ........................................................................................................................... 28
1 January 2013
GUEST SERVICE TIPS ............................................................................................................................. 29 FIRST NAME ONLY PLEASE ............................................................................................................................ 29 EXCELLENT GUEST SERVICE IS THE KEY ....................................................................................................... 29 THE 10 FOOT RULE ............................................................................................................................. 29 GUEST COMPLAINTS ....................................................................................................................................... 30 TEAM MEMBER COURTESY ............................................................................................................................ 30 SHOPPING SERVICE......................................................................................................................................... 30 PARK APPEARANCE ........................................................................................................................................ 31 PARKING ........................................................................................................................................................ 31 TEAM MEMBER BREAK AREA ........................................................................................................................ 32 TEAM MEMBER LOCKERS .............................................................................................................................. 32 OFF DUTY TEAM MEMBER ACCESS ............................................................................................................... 32 COMPANY PROPERTY ..................................................................................................................................... 33 SEARCHES ...................................................................................................................................................... 33 MOBILE PHONES / TELEPHONE USAGE ........................................................................................................... 33 INFORMATION BULLETINS .............................................................................................................................. 33 SOLICITATION ................................................................................................................................................. 33 LIQUID SUNSHINE POLICY .............................................................................................................................. 34 LOST AND FOUND PROCEDURES ..................................................................................................................... 34 IN-PARK PAGING ............................................................................................................................................ 34 INCLEMENT WEATHER ................................................................................................................................... 34 SEVERE WEATHER RAIN CHECKS AND REFUNDS ............................................................................................ 35 WHISTLE SYSTEM........................................................................................................................................... 35 IF YOU WITNESS AN INCIDENT ....................................................................................................................... 36 MEDIA RELATIONS ......................................................................................................................................... 38 SAFETY POLICIES ................................................................................................................................... 39 WORKERS COMPENSATION............................................................................................................................. 39 GUEST AND TEAM MEMBER SAFETY.............................................................................................................. 40 FIRE PREVENTION .......................................................................................................................................... 41 HAZARDOUS COMMUNICATIONS PROGRAM ................................................................................................... 41 RAGING WATERS GROOMING POLICY ............................................................................................ 43 GROOMING ............................................................................................................................................... 43 HAIRSTYLES ................................................................................................................................................... 43 HAIR COLORING ............................................................................................................................................. 44 HAIR ACCESSORIES & BEADS......................................................................................................................... 44 JEWELRY ........................................................................................................................................................ 44 FINGERNAILS .................................................................................................................................................. 45 DEODORANTS AND FRAGRANCES ................................................................................................................... 45 COSMETICS..................................................................................................................................................... 45 FACIAL HAIR .................................................................................................................................................. 45 SIDEBURNS ..................................................................................................................................................... 46 TATTOOS ........................................................................................................................................................ 46 BODY PIERCING.............................................................................................................................................. 46 RECEIVING YOUR WARDROBE ....................................................................................................................... 46
2 January 2013
GUIDELINES FOR WEARING YOUR WARDROBE .............................................................................................. 46 REPLACEMENT WARDROBE............................................................................................................................ 47 RETURNING YOUR WARDROBE ...................................................................................................................... 47 LOST OR STOLEN WARDROBE ........................................................................................................................ 47 NAME TAGS ................................................................................................................................................... 47 BELTS ............................................................................................................................................................. 47 SHIRTS............................................................................................................................................................ 48 SHORTS .......................................................................................................................................................... 48 HATS .............................................................................................................................................................. 48 SHOE GUIDELINES .......................................................................................................................................... 48 NON WARDROBE ITEMS ................................................................................................................................. 48 CODE OF CONDUCT ................................................................................................................................ 50 DRUG AND ALCOHOL POLICY ......................................................................................................................... 51 TESTING FOR DRUGS AND ALCOHOL ...................................................................................... 51 TYPES AND PROGRESSION OF DISCIPLINE ....................................................................................................... 52 UNDERSTANDING BY EMPLOYEE ...................................................................................................... 53
3 January 2013
Dear Fellow Team Member: Congratulations! It is my pleasure to welcome you as a member of the Raging Waters team. Raging Waters is the largest water theme park in Northern California and part of the Palace Entertainment group. Palace Entertainment is one of the top ten theme park companies in the world. As a member of our team your job is to help ensure that each and every guest that visits our park will go home having had an incredible, safe and fun-filled day. You will get the opportunity to make many new friends and to participate in the numerous team member activities we have planned throughout the summer. You will also find that Raging Waters offers great growth opportunities and the ability to gain work experience in a fun and exciting environment unlike any other. Safety and Guest Service are our two most important goals and we are counting on each one of you to go Above and Beyond what our guests expect. Thank you for choosing Raging Waters as your place of employment. You are our most valuable resource and the Raging Waters staff is committed to providing the opportunities, support and recognition needed in order to make our team successful. Together, we will achieve success and provide an experience for our guests that far exceed their expectations. Welcome to the Raging Waters Team,
Wes Long General Manager Raging Waters Sacramento
4 January 2013
PREFACE
WELCOME TO RAGING WATERS This handbook does not create a contract of employment or any other type of contract between Raging Waters and its Team Members. Rather, it is a reference of Company Policy. All information included in this handbook is applicable to all Team Members regardless of their hire date or employment status. This Team Member Handbook is designed to acquaint you with the company and the policies under which it operates. The policies set forth in this handbook are to benefit you, and are outlined to explain what is expected of you as a Team Member. If you need further explanation or clarification of a policy, we encourage you to have a conference with your Supervisor. Raging Waters reserves the right to interpret the stated or usual policies, practices, and procedures when the company deems it necessary or appropriate. In addition, Raging Waters has the option to make exceptions in extenuating circumstances and to modify or terminate any policies or procedures without notice. Your employment with Raging Waters is strictly at-will meaning that the terms of employment may be changed at any time, for any reason, with or without notice and with or without cause, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties, shifts, hours and location of work. In addition, this handbook is not intended to provide or guarantee your employment with Raging Waters for any specific period of time. Any questions, which you may have concerning the terms or conditions of your employment or the information contained in this handbook, should be referred to Human Resources. You may receive additional handbooks while working at Raging Waters, Sacramento. Please remember that the Corporate Handbook and this handbook supersedes any other handbooks that you may receive.
5 January 2013
The largest water park operator in the United States, Palace Entertainment, is bringing its entertainment and operational expertise to Sacramento. Raging Waters, Sacramento, (formerly Water World USA), is a full-scale family water theme park which opened May 12, 2007 as Palace Entertainments ninth water park. Leasing its land from Cal Expo where it is located, Raging Waters, Sacramento consists of water rides including thrilling slides, a wave pool, and a lazy river. In joining the Raging Waters team, you have become a member of Palace Entertainment which includes: Silver Springs (Ocala, Florida), Wild Waters Water park (Ocala, Florida), Raging Waters Water park (San Dimas, California), Raging Waters Water park (San Jose, California), Emerald Pointe Water park (Greensboro, North Carolina), Castle Park (Riverside, California), all of our Boomers (Family Entertainment Centers), Malibu Entertainment, Splish Splash Water park (Long Island, New York), Big Kahunas Water park (Destin, Florida), and Water Country (Portsmouth, New Hampshire) Water Park Group Locations Big Kahunas Noahs Ark Water Park Raging Waters - Sacramento Raging Waters - San Dimas Raging Waters - San Jose Sea Life Park Hawaii Silver Springs/Wild Waters Splish Splash Water Park Water Country Waterworld WetN Wild-Emerald Pointe Family Entertainment Centers Boomers - Boca Raton Boomers - Dania Beach Boomers - El Cajon Boomers - Fountain Valley Boomers - Fresno Boomers - Irvine Boomers - Livermore Boomers - Medford Boomers - Modesto Boomers - Palm Springs Boomers - San Diego January 2013
Destin, Florida Wisconsin Dells, Wisconsin Sacramento, California San Dimas, California San Jose, California Waimanalo, Hawaii Ocala, Florida Long Island, New York Portsmouth, New Hampshire Concord, California Greensboro, North Carolina Boca Raton, Florida Dania Beach, Florida El Cajon, California Fountain Valley, California Fresno, California Irvine, California Livermore, California Medford, New York Modesto, California Cathedral City, California San Diego, California 6
Boomers - Santa Maria Boomers - Upland Boomers - Vista Malibu - Norcross Malibu - Redwood City Malibu - San Antonio Mountasia - Houston Mountasia - Marietta SpeedZone - Dallas SpeedZone - Los Angeles Theme Parks Castle Park - Riverside Idlewild & Soakzone Kennywood Lake Compounce Story Land Sandcastle Dutch Wonderland
Santa Maria, California Upland, California Vista, California Norcross, Georgia Redwood City, California San Antonio, Texas Houston, Texas Marietta, Georgia Dallas, Texas Los Angeles, California Riverside, California Ligonier, Pennsylvania West Mifflin, Pennsylvania Bristol, Connecticut Glen, New Hampshire Homestead, Pennsylvania Lancaster, Pennsylvania
7 January 2013
MISSION STATEMENT
TO HAVE SPOTLESSLY CLEAN AND WELL MAINTAINED PARKS, WITH INCREDIBLY FRIENDLY AND KNOWLEDGEABLE TEAM MEMBERS WHO PROVIDE A SAFE AND ENJOYABLE EXPERIENCE, EXCEEDING GUEST EXPECTATIONS AT EVERY OPPORTUNITY. TO ACHIEVE THIS GOAL OF EXCELLENT SERVICE WE HAVE ESTABLISEHED THE FOLLOWING STANDARDS FOR ALL TEAM MEMBERS:
Cleanliness
Cleanliness of the park is a team effort that needs everyones support. So when you see an area that needs attention, take it upon yourself to resolve the need.
Appearance
Palace Entertainment is really a stage and each team member is a performer. Look your best at all times.
Responsibility
Safety is everyones responsibility and our number one priority! Your safety and the safety of our guests come before all else. Keep an eye out for the safety of our guests and when necessary, politely remind them to be careful.
Enthusiasm
Approach your job and our guests with enthusiasm. Your smiles make our park the friendliest place on earth! When you flash a friendly smile, you instantly tell the guests theyre welcome. 8 January 2013
Congratulations! Congratulations on your selection as part of the Raging Waters Team. Each of you are an important member of our organization, which is dedicated to providing our Guests with the most enjoyable recreation found anywhere in the World. In order to provide you with the necessary information and knowledge to be successful in your position, you will receive a general orientation, as well as specific, on the job departmental training. This handbook is intended to give you general information about Raging Waters, its management, what is expected of you, and the benefits that you will receive. It is important that you read this book thoroughly and become very familiar with its contents. Should you have any questions, do not hesitate to ask your Supervisor. With a great sense of pride, we remain the leaders and innovators in our industry the park that people from all over the world are trying to copy!
Raging Waters Management Staff General Manager Operations Director Marketing Manager Maintenance Manager Finance/Human Resources Manager Revenue Manager Aquatics Manager ** Safety Team Member Wes Long Charlie Martin ** TBD Don Long ** Frankye Doig Jason Molohan ** Daniel Terrazas **
9 January 2013
2013 OPERATING SCHEDULE

Operating Days and Hours are subject to change without notice!
MAY
Sun. Mon. Tues. Wed. Thur. Fri. Sat. Sun. Mon. Tues.
JUNE
Wed. Thur. Fri. Sat.
1 11 - 6:00 8 11 - 6:00 15 11 - 6:00 22 11 - 7:00 29 11 - 7:00
10
11 11-5:00 18 11-5:00 25 11 - 6:00
2 11 - 6:00 9 11 - 6:00 16 11 - 6:00 23 11 - 7:00 30 11 - 7:00
3 10 - 4:00 10 11-5:00 17 11 - 6:00 24 11 - 6:00
4 10 - 4:00 11 11-5:00 18 11 - 6:00 25 11 - 6:00
5 10 - 4:00 12 11-5:00 19 11 - 6:00 26 11 - 6:00
12 11-5:00 19 11-5:00 26 11 - 6:00
13
14
15
16
17 10 - 4:00 24
13 11-5:00 20 11 - 6:00 27 11 - 6:00
14 11-5:00 21 11 - 6:00 28 11 - 6:00
20
21
22 10 - 4:00 29
23
27 11-5:00
28
30 10 - 4:00
31
JULY
AUGUST
1 11 - 6:00 8 11 - 6:00 15 11 - 6:00 22 11 - 6:00 29 11 - 6:00
2 11 - 6:00 9 11 - 6:00 16 11 - 6:00 23 11 - 6:00 30 11 - 6:00
3 11 - 6:00 10 11 - 6:00 17 11 - 6:00 24 11 - 6:00 31 11 - 6:00
4 11 - 6:00 11 11 - 6:00 18 11 - 6:00 25 11 - 6:00
5 11 - 6:00 12 11 - 6:00 19 11 - 6:00 26 11 - 6:00
6 11 - 7:00 13 11 - 7:00 20 11 - 7:00 27 11 - 7:00
1 11 - 6:00 8 11 - 6:00 15
2 11 - 6:00 9 11 - 6:00 16
3 11 - 7:00 10 11 - 7:00 17 11 - 6:00 24 11 - 6:00 31 11 - 6:00
7 11 - 7:00 14 11 - 7:00 21 11 - 7:00 28 11 - 7:00
4 11 - 7:00 11 11 - 7:00 18 11 - 6:00 25 11 - 6:00
5 11 - 6:00 12 11-5:00 19
6 11 - 6:00 13 11-5:00 20
7 11 - 6:00 14 11-5:00 21
22
23
26
27
28
29
30
SEPTEMBER
OCTOBER
1 11 - 6:00 8 11-5:00 15
2 11-5:00 9
7 11-5:00 14
10
11
12
13
10
11
12
16
17
18
19
20
21
13
14
15
16
17
18
19
22
23
24
25
26
27
28
20
21
22
23
24
25
26
29
30
27
28
29
30
31
11am-5:00pm 10am-4:00pm
11am-6:00pm 11am-4:00pm
11am-7:00pm
10am-4pm - School Days
Total operating days:
92
Total operating hours:
638
10 January 2013
Address Raging Waters, Sacramento 1600 Exposition Blvd. Sacramento, CA 95815 Telephone (916) 924-3747 Website: www.ragingwaters.com Roles of Each Department As a Team Member of Raging Waters, you are a part of one of the many departments that make Raging Waters function. Each department performs an essential role in the serious business of making fun for our Guests! The following list is an example of each department and their function: ADMISSIONS - is comprised of Team Members who sell and take tickets, answer and assist Guests at Guest Services, process annual passes, and assist Guests with various other needs that may arise. CASH CONTROL - is responsible for the accounting function within the park, which includes counting tickets and money. Cash Control also assists with training all revenue Departments for the task of operating a cash register. FINANCE - is comprised of Team Members who prepare your payroll, account for all revenue, pay the bills, and produce the necessary financial reports. FIRST AID - consists of professionally trained EMTs who staff our First Aid facility. FOOD & BEVERAGE - consists of Team Members who prepare drinks, meals, snacks, and cater outings for our Guests and fellow Team Members. HUMAN RESOURCES - is responsible for the recruitment, interview, and orientation of new Team Members, organizing Team Member events and benefits, issuing wardrobe, and distributing payroll. INVENTORY - is responsible for ordering, receiving, and distributing the goods needed to make the park function. LIFEGUARDS - consists of certified lifeguards (shallow and deep water) who monitor the use of the pools and slides. 11 January 2013
MAINTENANCE - is responsible for monitoring water quality, making repairs to the physical plant of the park, and numerous other tasks required to keep the park, pools, and rides operating smoothly and safely. MARKETING - handles advertising, public relations, and special promotional events throughout the park. MERCHANDISE - provides souvenirs, swimwear, and sportswear for purchase by our Guests. They also provide our Guests with rental tubes and lockers. PARK SERVICES - provides the backbone for helping all the other departments keep Raging Waters sparkling clean. SALES - attracts both large and small groups to the park and assists with servicing these events. SECURITY - is comprised of Security Officers who keep a check on the premises twenty-four hours a day. Raging Waters Familiarization All Team Members should be able to direct a Guest to his requested location without hesitation or inconvenience. Each Team Member will be responsible for being familiar with the entire park and its grounds. It is important to continue to re-familiarize yourself with the park from time to time. To have a Guest ask directions and not know the answer is not only personally embarrassing, but also a direct reflection on the park and its staff. If a Team Member is unable to answer a Guest or provide a clearly understandable solution for a Guest, contact your Supervisor for assistance. Park Maps are available at Guest Relations and also located in the park near the Front Gate and Wave Pool. Restroom Locations Restrooms are located across from the Tradewinds Gift Shop area just before entering Hooks Lagoon, behind Shady Grove Picnic Area, and on the side of Beachside Caf. Pay Phone Locations Pay phones are located across from the Tradewinds Gift Shop in front of the restrooms area. Guest Relations Guest Relations is located at the Group Admissions booth at the front gate. 12 January 2013
Accepted Credit Cards Visa, MasterCard, American Express, and Discover are accepted at the Admissions booths, Coral Cove and the Tradewinds Gift Shop. Seating Areas Be familiar with Seating Areas and Reserved Areas. Also refer to Memos for information on Parties, Mix-ins, Feedings, etc. Seating is first-come firstserved. There are tables in our plaza area and at the Breaker Beach Wave Pool, and lounge chairs throughout the park. There are a limited number of umbrellas and large area umbrellas at Wacky Water Works and the Breaker Beach Wave Pool. Guests may bring their own chairs and umbrellas if they prefer. Locker & Tube Rentals It is very important to know the items available for rent at our Tube Rentals and Locker Rentals areas, and the deposit policy for each item: All day lockers are $8.00 plus $2.00 deposit. Family lockers are $15.00 plus a $5.00 deposit.
Tradewinds Gift Shop The Tradewinds Gift Shop has most things a Guest will need (sun lotions, film, souvenirs, etc.) Be familiar with what the Tradewinds Gift Shop carries. Food Stands Be sure to learn all the food locations, what they serve and their prices. Oasis Bar Coral Cove Cafe High Tides Snacks Beachside Cafe
Park Attractions Breaker Beach Dragons Den Hooks Lagoon Cliff Hanger Honolulu Half Pipe Calypso Cooler Shark Attack Splash Down
13 January 2013
EMPLOYMENT POLICIES Anti-Harassment Raging Waters expressly prohibits any form of unlawful Team Member harassment based on race, religion, color, national origin, age, sex, sexual orientation, marital status, covered veteran status, and any physical or mental disability in accordance with applicable local, state, and federal laws. Improper interference with the ability of Raging Waters' Team Members to perform their expected job duties will not be tolerated. With respect to sexual harassment, Raging Waters prohibits: 1. Unwelcome sexual advances; requests for sexual favors; and all other verbal or physical conduct of a sexual or otherwise offensive nature, especially where: Submission to such conduct is made either explicitly or implicitly a term or condition of employment, or Submission to or rejection of such conduct is used as the basis for decisions affecting an individuals employment, or Such conduct has the purpose or effect of creating an offensive, hostile, or intimidating working environment. 2. Offensive comments, jokes, innuendoes, and other sexually oriented statements.
If you should feel that you are the subject of any type of harassment, sexual or otherwise, follow the complaint procedures listed below. Complaint Procedure Each member of Management is responsible for creating an atmosphere free of discrimination and harassment, sexual or otherwise. Further, Team Members are responsible for respecting the rights of their co-workers. If you experience any job-related harassment based on your race, religion, color, national origin, age, sex, marital status, any physical or mental disability, or any other factor, or if you believe you have been treated in an unlawful, discriminatory manner, promptly report the incident to your Supervisor. Your Supervisor will investigate the matter and take appropriate action, including reporting it to the 14 January 2013
Human Resources Supervisor. If you believe it would be inappropriate to discuss the matter with your Supervisor, you may bypass your Supervisor and report it directly to the Human Resources Manager, who will undertake an investigation. Your complaint will be kept confidential to the maximum extent possible. Upon completion of the investigation, if Raging Waters determines that a Team Member is guilty of harassing another Team Member; appropriate disciplinary action will be taken against the offending Team Member, up to and including termination of employment. Raging Waters prohibits any form of retaliation against any Team Member for filing a bona fide complaint under this policy or for assisting in a complaint investigation. However, if after investigating any complaint of harassment or unlawful discrimination, the Human Resources Supervisor determines that the complaint is not bona fide or that a Team Member has provided false information regarding the complaint, disciplinary action may be taken against the Team Member who filed the complaint or who gave the false information. If you have problems concerning any working conditions, you are encouraged to follow the guidelines below. Step One - Promptly bring the complaint to the attention of your Lead or immediate Supervisor. The Supervisor is to investigate the grievance, attempt to resolve it, and return a decision within a reasonable time. The Supervisor should prepare a written and dated summary of the grievance and proposed resolution for review by the Department Manager. The proposed resolution will then be placed in the Team Members file. If the grievance involves the Supervisor, then it is permissible to proceed directly to step two. Step Two - If you are dissatisfied with the Supervisor's decision or the complaint involves the Supervisor, appeal the decision to the Department Manager. Such an appeal or initial complaint must be made in a timely fashion. The Supervisor's version of the grievance and decision will be submitted in a timely written fashion. The Department Manager will, confer with the Team Member, the Supervisor, and any other members of Management considered appropriate; investigate the issues; and communicate a decision in writing to all the parties involved. Step Three A Team Member may appeal an unsatisfactory Department Manager decision. The timeliness requirement and procedures to be followed are similar to those in Step Two. The Team Member can bring the issue to the 15 January 2013
General Manager. At which time he will take the necessary steps to review and investigate the complaint and will then issue a written, final, and binding decision. Confidentially Many Raging Waters Team Members have access to highly confidential information in the course of their workday. It is imperative that Team Members use good judgment in recognizing what is confidential information and safeguarding that confidential information appropriately. It is unethical and a violation of Raging Waters policy for a Team Member to assist directly or indirectly any member of another organization in the recruitment of personnel, written materials, or information concerning operations without the permission of the General Manager. Only that information which is already published to the general public is considered not confidential. Unauthorized release, misuse, falsification, or removal of company records or property will subject a Team Member to disciplinary action up to and including termination. Friends and Relatives If you have friends or relatives who wish to work at Raging Waters, please ask them to visit Human Resources so they may complete an application. While brothers and sisters or close relatives may work at Raging Waters, it is our policy that spouses and close relatives do not supervise each other. At the discretion of the General Manager, an immediate family member may not be employed in an area where a conflict of interest or appearance of a conflict of interest may occur. The term relative includes spouse, mother, father, guardian, brother, sister, child, stepchild, grandparent, uncle, aunt, niece, nephew, cousin, and in-law. If you become aware of any such situation within your department, please contact Human Resources. We will attempt to transfer one of the Team Members to a comparable position of which they are qualified. Refusal by a Team Member to accept a decision for a transfer, in accordance with this policy, shall be construed as a voluntary resignation. Other Employment If a Team Member of Raging Waters is also employed elsewhere or is self-employed in any other capacity, the Team Member must inform his/her Department 16 January 2013
Supervisor of such employment, the nature of employment, and the average number of hours he/she works. Failure to immediately notify the Department Supervisor of such employment is grounds for dismissal. Transfers In order for an eligible Team Member to transfer from one work area to another, you must have successfully completed (30) thirty calendar days in one position. Current job vacancies will be posted in Human Resources and the Canteen. Before any transfer will be processed, the following procedures must be completed: 1. 2. 3. 4. 5. Notify your Department Manager of your desire to transfer to another Department. Your Department Manager will then review the request and will have the authority in approving your request to be considered for a transfer. If your request is approved, your Department Manager will contact Human Resources to determine if a vacancy exists in the requested Department. If a vacancy exists, the Department Manager of the new Department must approve the transfer. If a vacancy does not exist, your request will not be granted.
Personnel File Your personnel file contains information pertaining to your employment at Raging Waters and is kept in strict confidence at Human Resources. Any changes in your name, address, phone number, number of dependents, marital status, etc., should be immediately reported to Human Resources and change in the Palace Employee Self Service Portal located at www.portal.adp.com Team Members may inspect their own personnel records, but may not remove the documents from the file. Such inspections must be requested in advance to Human Resources and scheduled at a mutually agreeable time. Information from personnel files may be disclosed under legal requirements or upon written authorization from the Team Member. Palace Employee Self Service Portal Team members can gain immediate access to personal and payroll-related information online through our Employee Self Service (ESS) Portal. 17 January 2013
To register go to www.portal.adp.com and click on Register Now. The Registration Pass Code is PalaceP-1234. Follow all screen prompts to complete registration. Upon completing the registration process, you may access your personal ESS Portal at www.portal.adp.com 24 hours per day, 7 days a week. Information available includes: Personal Information and address changes, Electronic Pay Statements, Electronic Year End W-2 Forms, Payroll Deductions, Direct Deposit change , Tax Withholding changes, Emergency Contacts, Policies & Guidelines, Company Forms and much more! If your address should change after termination of employment, please notify Human Resources immediately. Tax information is also available on the Portal after termination. This will enable the Payroll Department to get all tax information to you in a timely manner and also allow Raging Waters to include you on any mailings that may apply to you in the future. We encourage you to keep your personal information up to date at all times!
18 January 2013
Open Door Policy At Raging Waters we firmly believe that two-way communication is the key to a healthy, productive, work environment. For this reason, we have established an open door policy for all our Team Members. All Departments sincerely urge you to feel free to discuss any questions with any member of Management. Although the doors of the General Manager are always open, we recommend that you seek solutions to specific schedule and operating problems with your Supervisor first. However, if you ever feel the need to speak to a higher authority to resolve your problem, dont hesitate to schedule a time to sit down with your direct Supervisor or your Department Manager. If you are ever unsure of how to handle the problem, please feel free to speak with the Human Resources Manager. All inquiries are confidential. Remember that it is difficult for us to solve your problem if you dont tell us about it! Transportation It is important that you have reliable transportation to work each day. Being at work when you are scheduled is a very important part of your job. It is your responsibility to maintain your transportation so that it does not interfere with your job. Tardiness or absenteeism, due to transportation problems, will not be tolerated. At Will Employment Your employment with Raging Waters is strictly at-will meaning that the terms of employment may be changed at any time, for any reason, with or without notice and with or without cause, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties, shifts, hours and location of work. In addition, this handbook is not intended to provide or guarantee your employment with Raging Waters for any specific period of time. Any questions, which you may have concerning the terms or conditions of your employment or the information contained in this handbook, should be referred to Human Resources. No Team Member of Raging Waters can enter into an employment contract for a specified period of time, or make any agreement contrary to this policy without written approval from the (President / CEO / Board of Directors).
19 January 2013
Termination Procedures Upon termination or resignation, Team Members must return all items issued by Raging Waters during the time of employment (uniform, Team Member I.D., etc.) to Human Resources (during Human Resources regular operating hours). If uniforms are damaged or abused beyond the normal wear and tear, the Team Member must compensate Raging Waters for unnecessary damage. Human Resources will request that you complete an exit questionnaire. Your comments on the exit questionnaire are of value to Raging Waters in improving benefits and the general operation of the park. Re-employment Categories There are three re-employment categories: Code-1(Rehire-able), Code-2 (ReInterview), and a Code-3 (Not Rehire-able) status. The re-employment status you receive may be based on any one or more of the following factors: 1. 2. 3. 4. 5. Whether you resigned voluntarily or involuntarily. Your job performance. Any counseling reports you may have received during your employment. Any audits or performance evaluations you may have received. Attendance
Work Schedules Your Department Supervisor will schedule your work shift and will post the schedule in your Department office and/or adjacent to the Time clock near the Employee Entrance. Your schedule is based on a work week of Monday thru Sunday. Please check your schedule daily and please be at your workstation ready to go at the beginning of your scheduled shift. Because Raging Waters changes its operating schedule from month to month and in some cases from day to day, your schedule may vary, but please bear with us. Knowing your scheduled start time is your responsibility. It is not the responsibility of the Receptionist to look up your schedule, so please do not call to ask them your work schedule. Always write your schedule down! Schedule Changes 20 January 2013
Schedule changes may be made, at your request, through your Supervisor only. Schedule change forms are available in your Departments office. Please complete the form as far in advance as possible. It is recommended that you complete the day-off request form at least two weeks in advance. However, if there are special circumstances that require you to have a day off, and you cant give two weeks notice, they will be taken into consideration. Your request will be reviewed and your Supervisor will advise you if your request is approved or denied. Be advised, your request may be denied and you'll be required to work. It is your responsibility to check back with your Supervisor to ensure that your request has been granted. Your Identification Card The purpose of your Identification (I.D.) card is to identify you as a Raging Waters Team Member. Team Member I.D. cards are issued to you by Human Resources and you must wear your Team Member I.D. Card at all times. If you are arriving to the park by car you must show your I.D. to the attendants at the Cal Expo entrance gates in order to avoid the parking fee. You must present your I.D. card to the Admissions Gate for admittance into the park when reporting to work and at Human Resources to pick up your paycheck. Without your Team Member I.D., you will not be able to report for your scheduled shift. You are also required to show your I.D. Card at Guest Relations for admittance to the park during hours when you are not scheduled to work. Lost cards must be reported to Human Resources. A fee of $5.00 must be paid for a replacement I.D. Card. Team Member I.D. Cards remain the property of Raging Waters and are to be returned to the company upon termination. Your ID card also serves as your time-clock card. Your time clock location will be shown to you during Orientation and you must always use the same time clock unless told otherwise by your supervisor or manager. The proper use of your ID card is your guarantee of getting a paycheck. Be sure that you clock in and out with your ID card at the proper time each day. Failure to do so could result in the delay of your paycheck and possible disciplinary action. In order to arrive at your job location at the prescribed hour, you must allow adequate time to get to your work area. You should not clock in earlier than the start of your scheduled work shift. In the instance you forget to clock in or clock out, notify your Lead or Supervisor immediately so that the proper adjustments can be made. You may only punch your own ID card. This means you may not punch in or out, under any circumstances, for another Team Member. An authorized Department Supervisor must do any adjustments that need to be made to your clock-in/clock-out time. 21 January 2013
Your ID card also serves as your nametag. Your nametag must be visible at all times and should be centered and affixed over the left chest area of your shirt. If a jacket covers your nametag, the nametag must be switched to the outer garment. Lifeguards that are not wearing a shirt may attach the nametag to the whistle lanyard. Arriving and Departing From Work Any time you wear your uniform you are representing Raging Waters. You need to arrive at your work location with your uniform looking neat and clean. When you pass through the security gate and enter the park, you must be ready to go to work and have extinguished all smoking items. You should not continue eating, drinking, smoking, or be without your complete uniform, once you head into the park. Upon arriving at work you need to clock-in with your ID card and proceed directly to your location. There should not be any loitering in the park while you are in your uniform. This policy also holds true when you are leaving work. If you plan on being in the park after work, you cannot wear any item of your wardrobe, including hats, visors, or name badges. In addition, please limit the time you spend in the Team Member Entrance to a minimum. This area is not meant to be for you to congregate either before or after work. Attendance When you are employed by a Guest oriented business, it is of the utmost importance that you make the commitment to report to work each day you are scheduled. If you fail to report to work, you are placing extra work and pressure on your fellow Team Members, for they must pick up the slack created by your absence. Point System An attendance point recording system has been put in place to track excessive lateness and absenteeism and reward your good attendance. Every new employee at Raging Waters starts off with 15 points. Points will be deducted for being late, sick calls, and no call/no shows and added for perfect attendance as follows: Late Call - department was notified before start of shift Late No Call - no notification before the start of shift Sick Call - unable to come to work No Call No Show no notification and no attendance Perfect Attendance - 30 days with no negative points -1 point -2 points -3 points -6 points +3 points
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Once you lose a total of 6 points, you will receive your first Written Warning. A second Written Warning is given when you lose a total of 12 points. An employee who loses all their attendance points will be terminated for poor attendance. Job abandonment is three consecutive No Call No Shows. Job abandonment is considered a voluntary termination. By not coming to work or contacting us for three consecutive shifts, you are telling us that you no longer want your position. Perfect attendance is coming to work on time and finishing each scheduled work shift for a period of 30 days. Three attendance points will be added to your total. Your attendance point total may not exceed 15 points at any time. Sick or Late Calls When you must call in sick or late to work, call the Human Resource Office at 9243747. Each Team Member must personally make his/her own call. It is your responsibility to notify us at least two (2) hours in advance of your scheduled shift. If there is no record of your call, then your absence will be recorded as a "no show" and is grounds for disciplinary action, not excluding termination. If your illness continues for more than one day, you must call in each day and may be asked to bring a physician's release to First Aid before you report to work. When calling in, please speak clearly, and be sure to give the following information: 1. Your name and phone number. 2. The Department in which you work. 3. The hours you were scheduled to work. 4. The reason for your absence. 5. How long you expect to be absent. Frequently, your Lead or Supervisor will want to talk to you, but may be unable to get to a telephone. It is therefore, very important that you remain near your telephone and expect to be contacted by your Lead or Supervisor. Please be honest when disclosing your reason for not showing up to work. You could be subject to disciplinary action if you have been found to have fabricated a story so you dont have to work. Remember, if you fail to report to work, you are placing extra work and pressure on your fellow Team Members for they must pick up the slack created by your absence. Break Periods Everyone needs to take an occasional break from his or her workday. You will get a paid 10-minute break as close as possible to the mid-point of each 4 hours worked. 23 January 2013
If you work 5.1 (or more) hours you will receive a 30-minute unpaid meal period. You can waive your lunch period if you work between 5.1-6.0 hours. However, if you work 6.1 hours or more you may not skip your lunch break. Your immediate Lead or Supervisor establishes exact times for your break periods. Team Members may not take their breaks in the Guest areas and may not loiter in the park during breaks. All breaks shall be taken only in the Employee Break Area. Punctuality back to your work location is imperative! In addition, off duty employees will not be allowed into the break area without managers approval. Your Meals All Team Members who are scheduled to work over 6 hours will receive a thirty (30) minute unpaid lunch period. Your Supervisor will designate the time of this lunch period. Meal periods must be taken in the Employee Break Area or in a non-work area. No food or drink is to be brought in the park after a break or meal period. Employees may not purchase food in the park during their shift. However, food may be purchased with manager or supervisor approval. Your Pay Rate Because your pay rate and any increases you may receive are based on your position, performance, and seniority, any questions regarding your pay should be discussed with your Supervisor or Manager only. We ask that you not discuss pay rates with other Team Members. Pay Cycle The pay cycle is bi-weekly. You are paid for any time worked between MONDAY MORNING (12:00 am) AND SUNDAY NIGHT (11:59 p.m.), over a two week period, which is a fourteen (14) day period. Payday will be on FRIDAY (after 1pm) and the check received that day will be for the hours worked the previous two weeks up to and including Sunday night. Paycheck Distribution
This year we have launched a new paycard program. We will no longer be issuing paychecks. Employees now have the following two options: Option 1 Automatic Direct Deposit to a Personal Bank Account (which is available currently): The employees pay is deposited directly into a personal checking or savings account every payday. Employees who are already enrolled in Direct Deposit
24 January 2013
will continue to receive their pay in this manner and do not need to take any further action. Option 2 ADP TotalPay Card and Money Network Check Program (Program) (for existing and future new hires who do not choose direct deposit): The employees Pay is loaded directly and electronically into their TotalPay Card and Money Network Check Program Account (Account) every payday. Employees then access available funds by using Money Network Checks or an optional TotalPay Card to pay bills, make purchases, make at least one cash withdrawal for free from In-Network ATMs, or cash their Money Network Check for free at participating banks and retail locations nationwide to get up to 100% of their available funds. After careful evaluation of these and other solutions, as well as best practices and trends in payroll management, we believe that these two options will best meet the needs of our banked and unbanked employees. They will also enhance our ability to deliver pay to all our employees in faster, easier, more secure and accurate manner, while also significantly reducing expenses and time involved in managing payroll. These new Palace Entertainment Payroll Distribution Program options will give employees more control over their pay. Key benefits inherent in both Direct Deposit and the Card and Check Program: Immediate access: pay is automatically deposited into a personal bank account or their Card and Check Program Account every payday. Employees will be able to access their pay immediately -- rain, snow or shine and avoid the hassles waiting to pick up a check or waiting in line to cash it. Savings: these options give our employees instant and convenient ways to access to their pay, and can help even eliminate check cashing and money order fees. Safe: their pay is automatically placed in their Account, giving them peace of mind -- they dont have to worry about lost checks or stolen cash. Eco-friendly: these options are more environmentally friendly because they require less paper, so they help minimize waste and pollutants. Even though we are using paycard, employees will still receive a pay stub that they can pick up on payday. Employees have the option to go paperless and receive their stub via IPAY online.
25 January 2013
Payroll Discrepancies If you feel there is a mistake on your paycheck, please notify your supervisor immediately. You will be asked to fill out a "Pay Discrepancy" form as soon as you report the problem. All pertinent information will be relayed back to you after a thorough investigation. Overtime Pay Overtime can only be obtained when scheduled or requested by a Department Lead, Supervisor, or Manager. Seasonal Hourly Team Members, who work in excess of 40 hours in one week, will be compensated at 1 1/2 times their normal rate of pay. In addition, any Team Member who works more than eight hours in one day will be compensated at 1-1/2 times their normal rate of pay for the hours worked over eight hours. Minors, those under 18 without a high school diploma, may not work overtime under any circumstances.
Report Pay If you report to work as scheduled and were not given prior notice not to report to work, you will be paid for two (2) hours of reporting time pay or of your scheduled shift, whichever is greater. If you report to work as scheduled and you volunteer to leave, you will not receive report pay, but you will be paid for the actual start and end time of your shift. A Team Member who is scheduled for a meeting or training outside of their normal working hours will be paid for the entire two (2) hours of report time even if the meeting is less than 2 hours. Performance Evaluation To ensure that you perform your job to the best of your abilities, it is important that you be recognized for good performance and, when necessary, that you receive appropriate suggestions for improvement. Consistent with this goal, your performance will be evaluated by your Supervisor on an ongoing basis. All written performance reviews will be based on your overall performance in relation to your job responsibilities and will also take into account your conduct, demeanor, and attendance record. Your Supervisor may conduct special written performance evaluations at any time to advise you of the existence of good performance or disciplinary problems 26 January 2013
Team Member Incentive Programs Throughout the season, Raging Waters will offer different programs to promote good will and reward Team Members on a job well done. Any incentive programs will be announced by your supervisor and/or posted in the employee break area. On And Off Stage Please remember that when on park property you must be on duty, or just recently ending or beginning your shift. Team Members will not be allowed to access the Employee Break Area, and other backstage areas when off duty. Backstage Areas include: the Break Area, Aquatics Office, Back Service Road, and in Front of Security Dispatch. Complimentary Admission Raging Waters Team Members will be allowed free admission to Raging Waters at times other than their own scheduled work hours. Anyone wishing to visit Raging Waters must go to the Admissions Booth at the front of the park to sign in and receive a ticket (you may not enter the gate without a ticket). Do not enter through the Employee Entrance on your day off. Remember that you are a guest on your day off, and you must abide by all the parks rules and regulations. Also, please do not distract working Team Members from their duties. We ask that Team Members NOT wear their Raging Waters uniforms while visiting the park. This policy is a Team Member benefit and any violation or abuse of this privilege may result in the immediate suspension of this benefit for the Team Member. If you are interested in obtaining discount tickets for your friends please see the Human Resources Office for more information. Team Member Parties Team Member parties are held periodically throughout the season. The end of the seasons party has become a tradition and an event that is eagerly awaited by both Management and staff alike. Look to the daily bulletin board for notification of dates and times. Depending on the function, Guests and/or spouses may be limited or not permitted. It is encouraged that all Team Members participate as these functions provide a perfect opportunity for you to meet other Team Members and help in building team spirit. All Team Members are invited to participate at all Team Member functions. However, all rules for the park will be strictly enforced and must be followed during 27 January 2013
Team Member functions. Previously employed Team Members with a Code 3 (no rehire) status are not allowed to attend after-hour Team Member Parties. Team Member Discounts Throughout the year we receive and make available to you, discount coupons on admission to other parks and discounts at our Merchandise store. If you buy any item in the store you will receive 20% off your purchase. Please make sure that you present your ID card to the cashier before making your purchase. If you have any suggestions for incentive programs, themes for Team Member parties, or interest in assisting with team member parties please speak to the Human Resources Manager
28 January 2013
GUEST SERVICE TIPS First Name Only Please Everyone from Managers to applicants is addressed on a first name basis. At Raging Waters, there are no misters or misses, please address all by their first name. This has been a valued tradition of our company. Excellent Guest Service Is the Key At Raging Waters, we feel that Team Member Guest Service is just as important, if not more, than the entertainment elements of the park in providing our Guests with a complete, enjoyable experience. Great Guest Service is the key to our success. The most critical element of doing a successful job is the close contact we have with our Guests. Remember, each Guest is a VIP. Using a smile and phrases such as "PLEASE" and "THANK YOU" will encourage the Guests to be more cooperative and provide for a smoother operation. Have patience with our Guests. If any serious complications arise, call your Lead, Supervisor or Manager for assistance. Be prepared to answer questions concerning Raging Waters. Many Guests are curious about our operation and expect you to have all of the answers. If you cannot answer a question, apologize to the Guest, and direct the customer to Guest Relations. DO NOT GUESS AT ANSWERS! A question from a Guest is never an interruption. Please remember that many of our Guests are newcomers to the area and their main objective is to have a fun and relaxing day at Raging Waters. It will be your pleasant smile and friendly assistance that will make their visit a great experience! Courtesy is contagious, but courtesy with a smile is irresistible! The easiest way to let a Guest know that we are happy that they are with us is with a smile. If you give a smile, you will get one in return, and it could help you through some difficult situations. Remember at Raging Waters we strive to provide A2B Service, or service that goes Above and Beyond what our guest would expect. THE 10 FOOT RULE To keep guest service consistent throughout the park you must make sure that you acknowledge all guests that come within ten feet of you. This is known as the 10 Foot Rule. There are many forms of acknowledgement that you can use. A simple hello, or how are you enjoying your day should suffice. You should never ignore the guests or run away from them when they come close to you. Just think about how you would like to be treated if you were a guest and provide the same courtesy to the people that come to the park. 29 January 2013
Guest Complaints When handling any Guest complaints, be courteous and try to gain an understanding of the problem. Try to handle the problem yourself (such as broken glass or a hazard in your area). If you are unable to solve the Guests complaint, call for assistance from your Area Lead. If confronted with a Guest injury, call for a Lead at once. Calm the Guest. Notify your Lead if a Guest violates any park rules; attempt to get a complete description of the Guest. Your priority is to your area and to the Guests in your area. Your area should be safe, clean and comfortable at all times.
Team Member Courtesy Raging Waters is the perfect setting to make new friends. Raging Waters encourages its Team Members to make friends with their co-workers. It is important for you to become friends with the people you work with. Getting to know as many peoples names as possible, especially your Supervisors, reduces anxiety and makes your job a lot easier. Not only should you learn peoples names within your department, but you should get to know the names of Team Members in the other departments as well. Raging Waters is a small business and you may often have to call on another department for assistance. It is of utmost importance to be comfortable in your work surrounding. If another Team Member puts you in a position that makes you uncomfortable, you have the right to ask them to stop, or report his/her actions to your Lead, Supervisor, or Department Manager. Shopping Service The quality of service extended to our Guests and the friendly, helpful assistance they receive is very important to the success of Raging Waters. With this in mind, a "Shopping Service" will be visiting Raging Waters periodically to monitor cleanliness, friendliness, safety, and quality. The Shopping Service will make purchases at the Front Gate, Park Rentals, Gift Shop and Food locations while enjoying all facilities as any Guest would. They will also carefully observe all cash handling procedures. The Shopping Service will visit Raging Waters unannounced and prepare a detailed report to Management covering the working attitudes and procedures of all Team Members with whom they come in contact. It is Raging 30 January 2013
Waters' goal to provide a safe, clean, honest working environment for all of its Team Members. At the same time, we must ensure TO PROVIDE THE FINEST, MOST EXCITING ENTERTAINMENT ACTIVITIES IN A SAFE, CLEAN, FRIENDLY ENVIRONMENT and that our Guests receive the highest standard of excellence they deserve. Team Members audited during a Shopping Service can be rewarded or reprimanded based on their score. It is always important to treat every Guest in a friendly and courteous manner. Park Appearance It is everyone's job and responsibility to help keep our park clean and neat. Raging Waters takes pride in having the cleanest water park around. So please pick up paper, cups, and any other trash in your work area, as well as throughout the park. This is a part of each Team Members job description, so please be conscientious in doing your part to keep our park clean. If you should ever see a full trashcan or an area that needs extra attention, contact your Lead or Supervisor immediately. The Guest areas of the park are not the only areas that need to be picked up periodically. The Team Member break areas are just as important, and therefore should also be kept clean and neat at all times. REMEMBER: Teamwork is essential for a clean and healthy working environment. Parking Raging Waters does not have a reserved employee parking area. If you are scheduled for an afternoon shift, allow yourself extra time to locate a parking spot. We suggest that you place your valuables in your trunk and lock your vehicle. Raging Waters is not responsible for damage to or theft of, or from, your vehicle. We encourage everyone to carpool whenever possible. Due to the high pedestrian traffic throughout the parking lot and the presence of Cal Expo Police, it is imperative that you maintain a safe speed upon entering and exiting the lot. The Cal Expo Police are authorized to issue citations for any traffic violations. The parking lot is not to be used as an after hours meeting place. Once you have clocked out for the day, you are not to leave your vehicle on property or wait for excessive periods. The parking lot was not designed to accommodate numerous shifts of Team Members; therefore it is imperative you leave the lot upon completion of your shift. This includes after park hours. 31 January 2013
The parking lot should maintain the same cleanliness standards as those established for inside the park. Alcohol consumption of any kind is not permitted in Raging Waters parking areas. Failure to abide by any of these rules could result in disciplinary action, including possible termination. Team Member Break Area There is an area provided near the employee entrance that has been designated the Team Member Break Area. The Break Area will prepare hot or cold food items, along with snacks and drinks, for Team Members to purchase at a discounted price. All food items must be consumed in the employee break area. The Break Area is for On Duty Team Member use only; Guests of Team Members are not permitted in the Break Area, nor are they permitted to have food purchased for them by Team Members. Team Member Lockers Lockers are provided for your use in the break area. You must provide your own lock and remove it at the end of each day. We recommend that you do not keep any valuables or large sums of money in your locker. Raging Waters will not be responsible for lost or stolen items. If your job responsibility includes handling money transactions, your purse or bag must be secured in a locker before picking up your till from Cash Control. Note: Unless approved by your Department Supervisor, no purses, fanny packs, or bags are to be taken to your workstation, office, or unit. Team Members are prohibited from using guest lockers while working.
Off Duty Team Member Access Team Members not on duty or not scheduled for immediate duties are not permitted to be in the park, except as park Guests. Off duty Team Members may not interfere with any Team Members while they are in the park as Guests and when visiting the park on your day off, you must follow all the rules as that of a regular Guest. Any Team Member that needs to enter the park either before or after their shift must do so through the sign-in procedure at Admissions Booth. 32 January 2013
Company Property Any company property (tools, clothes, equipment, etc.), which was issued to you, must be kept in good condition. If any item becomes worn or damaged, please report it to your Lead or Supervisor immediately. No company property is to be removed from Raging Waters premises without written consent of the General Manager. Searches All Team Members are subject to search of personal belongings upon entering or leaving Raging Waters premises. Failure to permit such a search is subject to disciplinary action. Mobile Phones / Telephone Usage Cell phones must not be visible and should be turned off while on duty. You should lock your cell phone in your locker along with any other personal items you bring to work. Team Members are not permitted to answer or make calls from their cell phones while they are on duty or visible in a guest service area. If you need to make an emergency call you should ask your immediate supervisor or managers to be relieved or for a break. * Note Lifeguards are not allowed to have cell phones while on stand. Cell phones are not allowed in any revenue location by on duty employees. In addition, no company telephones may be used for personal matters. If you need to call home for a ride, please notify your manager or supervisor. Phone messages will be relayed to you, by your Lead or Supervisor, for EMERGENCY SITUATIONS ONLY. No incoming calls will be transferred to you personally. It is also against company policy to call another telephone within the park for personal reasons. All communications within the park must be strictly for business purposes only. Information Bulletins All bulletin boards located throughout the park (Human Resources, the Break Area, or your department office) are for company business only. Material posted should only pertain to the operation of the park and must be approved by the Human Resources Manager. Constantly check these boards to be informed of any new information relevant to the parks operation. Solicitation
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Team Members are not permitted to solicit other Team Members for any purpose than business, during working time. Working time includes break time or mealtime. Team Members are not permitted to distribute non-business literature in working areas at any time. Liquid Sunshine Policy A rainy, stormy, or cold day may mean a slower day at Raging Waters. Despite this, we cannot disappoint visitors who may have come many miles to see the park. For this reason we ask our Team Members to follow this procedure: If it is storming or cold outside, please call the park at least one hour in advance of your scheduled shift to verify that we are open. If you are not notified in time that the park has closed and you report as scheduled, then we will attempt to find work for you. If no work is available you will be permitted to leave and will receive report pay. Lost and Found Procedures If you find any articles that have been left behind by our Guests, you must immediately take the items to Guest Relations, located at the front of the park. If a Lost and Found article is found during or after operating hours give the item to your lead or supervisor. The item, regardless of its apparent value, will be taken to Guest Relations. It is the responsibility of Guest Relations to reunite lost articles with their owners. Unclaimed articles are considered park property and items of value will be donated to charity. In-Park Paging Raging Waters makes paging announcements only in cases of 1. 2. 3. The park closing, Severe weather conditions, or Medical emergencies.
Any page, other than the daily closing announcement, must be approved by the Duty Manager, Admissions Manager or General Manager. Any Guest inquiring about paging should be referred to Guest Relations. Inclement Weather 34 January 2013
There are certain weather conditions that require special safety precautions by all park personnel. These include: Extreme Heat High Winds Thunderstorms/Severe Weather Extreme Heat While the weather will ordinarily be quite warm, there will be some days when temperatures will reach extreme levels. 1. Watch for persons who appear to be suffering from excessive exposure to the sun (sunburn, heat exhaustion, and heat stroke). 2. If a heat emergency exists, be prepared to provide wet towels and ice to First Aid personnel. 3. Take precautions for yourself. Wear sun protection (with a SPF of at least 24), visors, sunglasses and shorts on hot days. Drink plenty of liquids and eat a balanced diet. High Winds All areas should be constantly monitored when high winds are present. 1. Watch for blowing debris. 2. Lower market umbrellas.
Severe Weather Rain checks and Refunds During rain showers, all rides and pools will remain open. During periods of local lightening park management will notify all personnel that all pools and rides will be closed until the threat of the lightening has cleared the area. Because of the unpredictability of weather related closings, Raging Waters has a strict policy to only issue rain checks after sixty (60) minutes of a full park shutdown. All Guests must be referred to Guest Relations for more information on this policy. Whistle System
35 January 2013
A lifeguard whistle code system is used to alert personnel of situations requiring assistance. One (1) Whistle One long whistle blast indicates a Lifeguard has left their position for a water rescue. Guards on the rotation are to monitor the vacated area until assistance arrives. The back-up guards will be prepared to provide additional assistance as required. Due to the large size of the park, it is often difficult to determine the location of whistle calls. In order to help management and medical personnel ensure where a whistle call is located quickly, please point in the direction of the whistle. Two (2) Whistles 1. Guest Injury 2. E-Stop for ride 3. Equipment Malfunction or Mechanical Problem Three (3) Whistles 1. Life or Death Emergency 2. Seizure 3. Drowning 4. Heart Attack You should pay close attention when whistles are blown to quickly locate the area and direct management to the scene. If You Witness an Incident Safety is not only dependent on proper training and a working knowledge of your job, but also realizing your limitations. An example of this would be attempting to perform CPR on a person without first being properly trained and certified to do so. The same holds true for performing any type of first aid on a Guest or Team Member who is sick or has been injured. All Team Members that have not been specifically trained by a certified Raging Waters Team Member in the procedures for activating the E.M.S. (Emergency Medical System) should follow the procedures listed below when a Guest or Team Member suddenly becomes sick or is injured. Some of the Team Members that would be allowed to override this rule would be Lifeguards, First Aid Team Members, or other Supervisory level Team Members that have been specifically trained to activate the EMS (Emergency Medical System) and are also trained to administer the various rescue techniques. 36 January 2013
1. 2. 3. 4. 5. 6. 7.
Remain calm (remember the Guest is looking to you for assurance) and identify the situation (determine the extent of the injury and lend any assistance needed). Summon assistance immediately. Help can be summoned from your Lead, another Team Member, or First Aid, by telephoning the Security Base Office or First Aid. Remain with the Guest or Team Member if needed, until a Lead or First Aid Team Member relieves you. Do not move the Guest or Team Member unless authorized to do so. Assist the Lead or First Aid Team Member as needed by providing crowd control, or possibly assisting in the transportation of the Guest or Team Member to First Aid. Do not discuss the incident with fellow Team Members or Guests. However, if someone has witnessed the incident, direct him or her to First Aid to document the incident properly. You must report to First Aid or your Department Supervisor to document what you witnessed and any other statements you may have. REMEMBER TO REMAIN CALM! Help is never far away.
It is important that you NEVER discuss ANY part of an accident with persons other than your Supervisor or Manager. If you witness the accident of a Guest, your Manager or Supervisor will ask you to complete a "Witness Statement" form. Please do so immediately and if you have any questions, feel free to ask your Supervisor to help. When completing the Witness Statement, remember to: 1. 2. 3. 4. 5. 6. State your full name and Department, address and telephone number. State the exact location of the incident. State exactly where you were at the time of the incident. Describe what you saw, or any comments or observations that were made by the parties involved. Describe any obvious conditions that could be directly related to the incident. (Horseplay, Guest not paying attention or disobeying rules, carrying a cooler or child). Also include on the witness statement if a Guest asks your name or takes a picture of the area where the incident occurred.
REMEMBER; report all accidents, regardless of how small they may appear, to your Manager or your Supervisor and REMAIN CALM!! For all injuries, no matter how 37 January 2013
small, always recommend to the Guest that they visit First Aid. In the event the Guest desires assistance to get to First Aid, summon your Lead or Supervisor immediately. Media Relations Because of our community involvement, Raging Waters is often in the news. It is possible a member of the news media who will want to ask you specific information about the park may approach you. Unless you have been asked by your Supervisor to speak with the news media, always refer them to contact the Duty Manager for that day or the Media Relations Manager, Joe Pinell. In the event you are ever contacted regarding a Guest incident, always refrain from making any comments, even if you know something about the incident, and refer the person to your immediate manager so that they can get the most accurate facts.
38 January 2013
SAFETY POLICIES Workers Compensation All job-related Team Member injuries, regardless of how minor, must be reported to your Supervisor and then to First Aid within twenty-four (24) hours. To ensure that proper attention is given and appropriate action is taken when an accident occurs to a Team Member while at work, please follow these procedures: 1. Report the accident to your Supervisor immediately. If your Lead or Supervisor is not immediately available, then proceed immediately to First Aid. Under all circumstances, you must report any accidents to First Aid within twenty-four (24) hours to qualify for Workers' Compensation Benefits. If you are involved in or are a witness to an accident involving a fellow Team Member, you should provide information to First Aid in order for the appropriate report to be completed. Please be aware of the importance of immediate action in recording all details of the accident. A First Aid Team Member must first see all injured Team Members immediately, no matter how minor the injury or incident may appear. The Nurse or appropriate First Aid Team Member will then evaluate whether the injured Team Member requires further medical evaluation and/or treatment. If your injury requires any type of off-site medical treatment or loss of work time, please report this information to Human Resources. Team Members returning to work from on-the-job injuries must have a release form from their physician and must turn this form into Human Resources before returning to work. Team members may be asked to work modified duty if the injury prevents them from otherwise returning to their normal work.
2.
3.
4. 5. 6.
Please become familiar with your responsibilities for safety practices, injury prevention, accident and incident reporting, providing a medical release, and obtaining pre-approval for any health care services related to on-the-job injuries. Additionally, if you are absent from work due to an occupational injury, disability benefits begin after a specified number of calendar days of lost time. If you have any questions regarding work related injury benefits, do not hesitate to contact Human Resources. If you would like more information, please visit First Aid, your Department Manager, or Human Resources. 39 January 2013
Heat Illness Prevention As a Raging Waters employee, you may be requires to work outside. Anytime the outside temperature reaches 85 degrees or higher, the Duty Manager makes an announcement on the radio informing staff of the temperature and that Heat Illness Policy is in effect. As an employee you are required to drink 1 quart of water each hour to hydrate your body during this time. Your supervisor will check with you each hour to ensure you are drinking enough water. You will also have access to shade and take recovery breaks in the shade of no less than five minutes to help you manage the temperature. Should you exhibit signs of heat illness, contact your supervisor or any management staff for assistance. Your supervisor will contact park EMTs who will come to your location and evaluate your condition. If your condition needs more than recovery time and water, the EMTs will transport you by wheelchair to the First Aid office , where the Fire department will meet and further access you. Water will be available in coolers in the park and your lead or supervisor can get you additional water when you need it. Drinking plenty of water helps your body manage the warmer weather. When you need a recovery break, please contact your lead/supervisor. Recovery breaks can be taken at any time and are separate from the normal meal and rest break.
Guest and Team Member Safety Our Guests are here to have a good time. Because of this, safety is usually the last thing on their minds. For this reason, we need to work twice as hard to be their eyes and ears and notify them of potential risk factors (such as incorrect riding procedures or running). Regardless of the infraction, the Guest should always be asked politely to stop their actions. It is essential that we request that they refrain from unsafe behavior. Never let the pressures of your job stand in the way of safety, for both our Guests and for yourself. Safety is the most important thing that we can offer our Guests and it's also the most important thing we can do for ourselves. NEVER SACRIFICE SAFETY FOR ANY REASON. Please be careful and very conscientious when you work. If you see something spilled on the floor or a broken piece of equipment, take care of the problem immediately. Report all safety hazards that you cannot correct by yourself to your Lead or Supervisor immediately. 40 January 2013
Always be on the lookout for fire hazards or even the smell of smoke. Please become familiar with the fire extinguisher closest to your work area and how to work those extinguishers. Do not, at any time, discuss an incident with anyone other than your Lead or Supervisor or other persons authorized by Raging Waters. If a Guest regarding an incident approaches you, politely direct them to the Duty Manager. Discussion of any incident other than with your Supervisor or authorized agent of Raging Waters may be cause for immediate termination. If you have any safety concerns or need to report a safety issue, please contact your Supervisor, Department Manager, or anyone on the Safety Team indicated on page 10 of this handbook. Fire Prevention Fire prevention is everyones responsibility for the safety of our Guests, fellow Team Members, you, and the physical properties of the company. The basic steps in fire prevention are as follows: One of the most important factors, should you be involved in a fire, is to remain calm. Our Guests will look to you for guidance and the safety of our Guests is paramount at all times. Should a fire occur, contact Dispatch, a Manager, Lead, or Maintenance personnel immediately. If the fire is controllable, use a fire extinguisher (if readily available) and attempt to put the fire out. Remember to pull the ring from the extinguisher, point the extinguisher or hose at the base of the fire, squeeze the trigger and spray in a sweeping motion. Your safety is important never put yourself in danger. Report the use of all fire extinguishers to your supervisor immediately; no matter how little the extinguisher is used. Practice good fire prevention methods every day by observing all safety regulations. Always keep your area clean and free of combustible items.
Hazardous Communications Program All Raging Waters Team Members must receive training before using any chemical that can be considered hazardous. Each department office contains a notebook that provides a material safety data sheet (M.S.D.S.) on each chemical used by that departments Team Members. These notebooks also contain the written hazardous communications program. 41 January 2013
It is the responsibility of each Team Member not to use any chemical unless he/she has received training that covers the following: An overview of the requirements contained in the hazardous communications program. Proper procedures to follow in using the chemical. How to read labels and review material safety data sheets to obtain appropriate hazard information. Methods Team Members can use to protect themselves, such as safe work practices and the use of personal protective equipment, if necessary. Emergency procedures to follow if they are exposed to certain chemicals.
42 January 2013
RAGING WATERS GROOMING POLICY There is a saying that the entire world is a stage and the same can be said for Raging Waters. When were with our guests, were on stage and need to look the part. Our grooming policy is intended to guarantee that we present our guests with a clean, well-kept appearance. We definitely want you to be comfortable and relaxed while working, but we dont want your appearance to take away our guests attention from your most valued asset, which is the service you provide to them. In addition, because of our commitment to safety some departments may have changed some of these guidelines to protect you. . All Team Members are required to wear the wardrobe items issued to them, unless they have the approval of the Human Resources Manager or the General Manager to dress otherwise. In addition, everyone is expected to be clean and practice good personal hygiene. GROOMING Hairstyles Please adhere to the following guidelines regarding hairstyles: Team Members should keep their hair neatly combed and arranged in an attractive, classic, and easy-to-maintain style. Hairstyles must be symmetrical in appearance and balanced proportionally. Hairstyles must remain consistent throughout the entire style. One style (i.e. curls, straight, natural, etc.) will be acceptable as consistent. Hair products are allowed to be used to create a soft, natural hairstyle within these guidelines. Appropriate hair confinement articles should be used in Food & Beverage areas where required by law.
We do not permit the following hairstyle on any Team Member: Extreme asymmetrical or bi-level styles. Extreme styling such as shaving unacceptable parts of the head and eyebrows. Colors unnatural to human hair. Cutting or dyeing designs into the hair. Any styles that require any unusual items or excessive amounts of restraints. Two varying styles (i.e. curls and straight hair, braids and pigtails, etc.). Hair that falls below the eyebrow. Using hair products that do not allow the hair to be in a natural state. The covering and tucking of hair extremes under hats or any type of head wear. 43 January 2013
Extreme styles.
Females must follow the guidelines below as well: If hair is teased or backcombed, it should be kept to a minimum and should be for body and shaping purposes only. Hair longer than shoulder length may need some confinement accessories so that it will not fall forward over the face while working. Males must follow the guidelines below as well: Hair must be neatly tapered on the back and sides, forming a smooth, symmetrical appearance. The back of the hair should not extend longer than the collar of the shirt. Can not have ponytails or wedge style cuts, Can not place hair behind the ears. Hair Coloring Raging Waters does not allow extremes in dyeing, bleaching, or coloring. If a Team Member elects to change their hair color, it must be a natural-looking color. In addition highlights can not be extreme variations and they should blend (i.e. light brown and blonde, etc.) Hair Accessories & Beads Team Members are not allowed to wear beads, pearls, or any costume jewelry in their hair. Appropriate hair confinement accessories are allowed but should not be extreme to the point to distract ones attention to the accessory. A plain barrette or comb in gold, silver, pearl, tortoiseshell, clear, or black is acceptable. If a hair ribbon is worn, it should be a solid color that matches the wardrobe, no wider than an inch, and should not exceed four inches in length when tied. Hair ribbons are for the express purpose of holding the hair away from the face and not as a decorative addition to the wardrobe. Males are not permitted to wear any hair accessory. Jewelry Medallions and pendants are allowed, provided they are not larger than 1 1/2 inches in diameter. And they must be concealed underneath your park issued wardrobe shirt. For lifeguards some forms of jewelry may not be allowed. 44 January 2013
The guidelines for jewelry worn on the hand or wrist are: one ring per hand, one watch (worn on the wrist); Body piercing and ankle bracelets are not permitted. Earrings For Females two small, plain, stud earrings (per ear) may be worn on the lower ear lobe and cannot exceed 1/2 inch in diameter (The size of a dime). Earrings deemed by management as being derogatory, obscene, vulgar, sexually suggestive, or of poor taste are not acceptable. Hoop and dangling earrings are not acceptable. Cartilage piercing at the top of the right or left ear is acceptable, but the total number of earrings cannot exceed 2 in each ear. Males are permitted to wear 1 stud earring per ear and it cannot exceed 1/2 inch in diameter. Fingernails For females nails will be clean and trimmed with no excessive length. Nails will be kept all one length. Extreme colors and artificial nails are unacceptable. For males fingernails must be clean, trimmed, and remain all one length. Males are not permitted to color any fingernails. Deodorants and Fragrances Due to the fact that close contact with Guests and fellow Team Members is part of one's job, the use of an anti-perspiring or deodorant is required. For the same reasons, using strong, heavy scents, fragrances, and colognes are discouraged. If you elect to wear a scent, fragrance, or cologne, please be considerate of others and choose a light, mild scent. Cosmetics For females make-up should give a natural appearance. Eye shadows and eyeliner in subtle tones are acceptable. Lipsticks may be clear glosses or subtle pastels. Males are not permitted to wear cosmetics. Facial Hair 45 January 2013
Mustaches that reach no longer than the corner of the mouth are permitted if neatly trimmed. All men are required to report to their work shift clean shaven (with no five 0clock shadow). Beards, goatees, soul-patches as well as other forms of facial hair are also not acceptable, and must be shaved before you start work. Sideburns Sideburns must be neatly trimmed and squared off at the bottom of the ear lobe. The width of the sideburns at the bottom must be the same as the top (no flared bottom). Sideburns may not be trimmed at the angle of the jaw line. Tattoos Visible permanent tattoos are permitted only with approval of the Human Resources Manager or the General Manager. The nature of the tattoo cannot lead to any form of obscenity. Tattoos that are: obscene, vulgar, or appear sexually suggestive must be covered by the uniform. Failure to do so could lead to disciplinary action. Body Piercing Females are allowed to have their ear lobes pierced, but are only allowed two earrings per earlobe. Team Members are not allowed to exercise use of any form of body piercing by inserting rings, studs, toothpicks, or other foreign objects into visible body parts that are pierced. The use of Band-Aids to cover or hide any pierced body part is not permitted. Cartilage piercing in addition to tongue piercing is not allowed. Receiving Your Wardrobe As a Team Member of Raging Waters, you will be issued uniforms according to your designated work area. A description and quantity of the wardrobe items issued to you will be recorded on a Wardrobe Card. You are responsible for the care of the issued wardrobe. The wardrobe is completely furnished with the exception of shoes, socks, belt and other undergarments, which you must provide. Guidelines for Wearing Your Wardrobe Wardrobe is designed to carry out the themed concept of Raging Waters. You may not change this design by the addition of any type of unauthorized button, tag, appliqu, literature, or other material. All collars must be worn down.
46 January 2013
Only approved wardrobe and items issued by Raging Waters may be worn in operating areas during your scheduled work hours (this includes pins, hats and visors). Anyone wearing the uniform to and from work must act according to Raging Waters' standards. Except for traveling to and from work, wardrobe may not be worn in public places outside of Raging Waters. Wardrobe items or items that are identical to park issued wardrobe must not be worn when visiting the park as a Guest. Replacement Wardrobe If the wardrobe that you are initially issued when you began working with Raging Waters needs to be replaced for any reason (i.e., faded was torn, or was defective when issued), then you can receive a replacement from Human Resources. Returning Your Wardrobe Upon termination or resignation, all Team Members must return items issued by Raging Waters (Uniforms, nametag, Team Member Identification card, etc.) to Human Resources. If uniforms are missing or abused beyond normal wear and tear, the Team Member must compensate Raging Waters for the unnecessary damage or loss. Lost or Stolen Wardrobe Team Members are responsible for all wardrobe items issued. If an item is misplaced, lost, or stolen, Team Members will be required to pay for it. The cost for a replacement for uniform shirt is $15.00, uniform shorts $10.00 and name badge $5.00. All Team Members are advised during Orientation of the need for purchasing a lock and designating themselves a locker in the Canteen. Keep your locker locked at all times. Be sure to avoid leaving wardrobe items unattended. Name Tags The name on your nametag must be your proper name. The nametag must be visible at all times. The nametag should be centered and affixed over the left breast area of the Team Member shirt. If a jacket covers your nametag, the nametag must be switched to the outer garment. Belts As part of your uniform you must wear a belt that is one of the following basic colors: black, brown, or beige. If you are ever unsure about whether the color of your belt will be acceptable, please contact the Human Resources Manager. 47 January 2013
Shirts The shirt must always be tucked into the shorts. All Team Members must wear the issued shirt. Other shirt exceptions are for female Lifeguards where the shirt must be tucked inside the cover up short or warm up pant. If cover up shorts or warm up pants are not worn and the T-shirt is put on, the shirt must be knotted at the waist. Shorts All Team Members are to wear the park issued shorts. If you have a reason for not being able to wear the park issued shorts you must get it approved through the Human Resources Manager. Pants should not be worn unless you are permitted to do so by the General Manager or Human Resources. Hats The only hats that can be worn are those issued by Human Resources. These include, but are not limited to: the Raging Waters beige hat or visor, the Lifeguard hat, First Aid hat or Security hat. Shoe Guidelines LIFEGUARDS: All terrain or sport sandals in predominantly black. Please note these sandals need to be strapped to the foot so running to a rescue without injury can be accomplished. Flip flop type sandals are not allowed. Admissions, Foods, Merchandise, Park Services: Regular cut white tennis shoe. Maintenance, Inventory: Regular cut black or white tennis shoe or black or brown leather work shoe/boot. Security: Black leather work shoe/boot. Please note that socks are not optional and should be provided by the Team Member. The type of sock that is approved is an anklet type. The color should be white or compatible to the uniform color. Knee socks are not permitted. For those team members that are required to wear shoes your shoes must be tied. Non Wardrobe Items
48 January 2013
Sunglasses Sunglasses are permitted when working outside and are required for Lifeguards. Although sunglasses are required for Lifeguards, all other Departments should adhere to the following rules regarding sunglasses listed in this section: Sunglasses tend to block interpersonal communications with Guests. As a general rule, they may be worn in jobs where glare from the water, metallic surfaces, or countertops, etc., would prevent you from doing your job safely or efficiently. Sunglasses are not to be worn at night, in dark areas, or indoor. Prescription sunglasses that turn to a light shade of gray, brown, or green, are acceptable. Sunglasses that are worn must have a conservative frame style and color. The frames may be metal and of one color (gold, silver, black, tortoise shell, etc.) or plastic and of one color. Mirrored sunglasses are not permitted. Sweatshirts or Jackets During cold weather a plain white sweatshirt may be worn over the uniform. The sweatshirt may not have any inscriptions, may not be a turtleneck style nor have any frayed ends. Raging Waters logo sweatshirts are available for purchase. Please check with Human Resources on the availability of sweatshirts and any other item. NOTE: Sweatshirts will only be permitted to be worn on days where the temperature will not exceed 70 degrees F.
49 January 2013
CODE OF CONDUCT There are certain things that no Raging Waters Team Member may do. This type of conduct, while on Raging Waters property or on Raging Waters business outside the park is forbidden and will result in disciplinary action, not excluding termination: Lying or falsification of records, such as employment applications and new hire forms. Destruction or defacement of company or Guest property. Theft of company time or funds. Unauthorized use of a Team Member I.D. Card. Using, being under the influence of or in the possession of alcohol, narcotics, intoxicants, drugs, or hallucinatory agents during work hours or reporting to work under the influence of such agents. Fighting, arguing, or provoking a fight on company premises. Using profane language in the presence of Guests or being discourteous to a Guest. Sleeping, chewing gum, smoking, or use of smokeless tobacco while on duty and in the presence of Guests. Insubordination, including refusal or failure to perform assigned work, or follow an immediate Supervisors directions. Excessive tardiness or absenteeism. Unreported absence (No Call/No Show) of one day. Leaving your workstation unless properly relieved or without permission from your Lead, Supervisor, or Manager. Leaving company grounds during your scheduled work hours without permission from a Lead or Supervisor. Unauthorized removal of company property from Raging Waters. Failure to turn in any lost and found articles. This includes all moneys found in the pools and Guest areas. Violation of operating rules and procedures, which may result in damage to the company property or in bodily injury to fellow Team Members or Guests. Any violation of company cash handling procedures and/or theft of property or funds. Please note: this list is not exclusive. There may be additional conduct that Raging Waters may deem as unacceptable. Disciplinary action may include oral and written reprimands and for repeat or serious violations possible suspension and/or termination. All reprimands, whether oral or written, will be documented and placed in the Team Members file. Raging Waters is an at-will employer under the above policies. 50 January 2013
Drug and Alcohol Policy Raging Waters recognizes a responsibility to help provide a safe and productive work environment for all Team Members and to minimize the public safety risks of our operations. Raging Waters has a particular concern about substance abuse, since it can affect a Team Members productivity and efficiency, jeopardize the safety of the Team Member, co-workers and the public, impair the reputation of Raging Waters and its Team Members and violate state and Federal statutes. For these reasons, we have developed this policy to deal with those whose drug or alcohol use affects the rest of us. The use, purchase, sale, transfer, possession, being under the influence, or the presence in ones system of a detectable amount of an illegal drug by any Team Member is prohibited (1) on Raging Waters premises, (2) where the Team Member is performing Company business off premises, or (3) where such activity away from Raging Waters premises or business affects the Team Members suitability for continued employment or may harm the reputation of Raging Waters and its Team Members. Testing for Drugs and Alcohol Raging Waters has a vital interest in the health and welfare of its Team Members. The misuse and abuse of alcohol and drugs by Team Members pose serious threats to the safety and health of the Team Members, the public and the efficient operation of the organization. Accordingly, Raging Waters seeks to maintain a drug and alcohol free work environment. In order to achieve this goal, Raging Waters has adopted a policy with regard to use, possession or sale of drugs or alcoholic substances by its Team Members, and it will be provided to you separate from this handbook. A. Alcohol The possession, consumption, purchase or sale of alcohol on Company premises is prohibited. Furthermore, no Team Member shall be under the influence of alcohol while on Raging Waters premises or while performing Company business off property. Any exception to this policy for special situations must be approved in advance by the Chief Executive Officer and conducted in accordance with any limitations that accompany such approval. In addition, persons whose positions with the Company require driving as a part of their work may be removed or terminated from such positions if found to have been driving under the influence of alcohol or controlled substances whether on duty or off duty. 51 January 2013
B. Legal Drugs Legal Drugs are those prescribed or over-the-counter drugs that are legally obtained by the Team Member and used for the purpose for which they were prescribed and sold. Even such legal drugs may affect the safety of the Team Member or co-workers or members of the public. Therefore, any Team Member who is taking any legal drug that might impair safety, performance, or any motor functions must advise his or her supervisor before reporting to work under such medication. If the Company determines that such use does not pose and safety or product quality risk, the Team Member will be permitted to work. C. Illegal Drugs Illegal Drugs are drugs or controlled substances which are (1) not legally obtainable, or (2) legally obtainable but not obtained in a lawful manner. Examples include: cocaine, marijuana, and prescription drugs that were not lawfully obtained. Types and Progression of Discipline Depending on the nature and circumstances of an incident, discipline will be progressive and bear a relationship to the violation. The types of discipline that may occur are: VERBAL WARNING: Points out an unsatisfactory element of job performance and is intended to be corrective or cautionary. Oral reprimands will be documented and placed in your personnel file. WRITTEN WARNING: Places in writing unsatisfactory job performance that has not been changed by oral reprimands or are very serious in nature. All written reprimands will be signed and placed in your personnel file. SUSPENSION: Given for major violations of rules, regulations, violations of operating procedures, and misconduct. When confronted with a serious disciplinary incident it is best to suspend a Team Member pending an investigation. A suspension clearly signifies that a serious situation exists and allows clear judgment to prevail in determining whether a reprimand or termination is appropriate. TERMINATION: May occur after two written warnings for the same offense, or for any three written warnings. The Department Supervisor will decide upon terminations, based on written warnings. At the discretion of the Department Supervisor and the situation warrants, it is not mandatory that a Team Member receives a written warning previous to being terminated. 52 January 2013
UNDERSTANDING BY EMPLOYEE I understand that the information contained in the Palace Entertainment Parks Group and Employee Handbooks represent guidelines only. Also, the Company reserves the right to modify these Handbooks or amend or terminate any policies, procedures, or Employee benefit programs at any time. I understand that this Handbook is not a contract of employment between me and the Company and that I should not view it as such. I further understand that no manager or representative of the Company, other than the General Manager, has any authority to enter into any agreement guaranteeing employment for any specified period of time. I also understand that any such agreement, if made, shall not be enforced unless it is in writing and signed by both the General Manager and myself. By signing below, I attest that I have been issued a Raging Waters Employee Handbook on disc and I am accountable for all policies and procedures stated in this Handbook.
___________________________________________________ Print Name of Employee
___________________________________________________ Employee's Signature
____________________ Date
____________________ Department
53 January 2013
TRAINING UNDERSTANDING BY EMPLOYEE I have attended training and understand the Injury Illness and Prevention Program established at Raging Waters Sacramento. I understand that Safety is the most important thing that we can offer our Guests and it's also the most important thing we can do for ourselves. I understand that I am to report any accident or hazard that I see to my supervisor or any member of the Safety Team. I have received training on the Heat Illness Prevention Program established at Raging Waters Sacramento. I understand the requirements for working outside in hot weather and that I can receive additional water and recovery breaks when needed. I understand that my supervisor will check in on me each hour to ensure I am drinking enough water and if I need a recovery break. By signing below, I attest that I understand the above information which is in my Raging Waters Employee Handbook. I attest have been issued a Raging Waters Employee Handbook on disc and I am accountable for all policies and procedures stated in this Handbook.
___________________________________________________ Print Name of Employee
___________________________________________________ Employee's Signature
____________________ Date
____________________ Department
54 January 2013

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TEAM MEMBER HANDBOOK 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Wes Long General Manager Raging Waters Sacramento

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

2013 OPERATING SCHEDULE

1 11 - 6:00 8 11 - 6:00 15 11 - 6:00 22 11 - 7:00 29 11 - 7:00

11 11-5:00 18 11-5:00 25 11 - 6:00

2 11 - 6:00 9 11 - 6:00 16 11 - 6:00 23 11 - 7:00 30 11 - 7:00

3 10 - 4:00 10 11-5:00 17 11 - 6:00 24 11 - 6:00

4 10 - 4:00 11 11-5:00 18 11 - 6:00 25 11 - 6:00

5 10 - 4:00 12 11-5:00 19 11 - 6:00 26 11 - 6:00

12 11-5:00 19 11-5:00 26 11 - 6:00

13 11-5:00 20 11 - 6:00 27 11 - 6:00

14 11-5:00 21 11 - 6:00 28 11 - 6:00

1 11 - 6:00 8 11 - 6:00 15 11 - 6:00 22 11 - 6:00 29 11 - 6:00

2 11 - 6:00 9 11 - 6:00 16 11 - 6:00 23 11 - 6:00 30 11 - 6:00

3 11 - 6:00 10 11 - 6:00 17 11 - 6:00 24 11 - 6:00 31 11 - 6:00

4 11 - 6:00 11 11 - 6:00 18 11 - 6:00 25 11 - 6:00

5 11 - 6:00 12 11 - 6:00 19 11 - 6:00 26 11 - 6:00

6 11 - 7:00 13 11 - 7:00 20 11 - 7:00 27 11 - 7:00

3 11 - 7:00 10 11 - 7:00 17 11 - 6:00 24 11 - 6:00 31 11 - 6:00

7 11 - 7:00 14 11 - 7:00 21 11 - 7:00 28 11 - 7:00

4 11 - 7:00 11 11 - 7:00 18 11 - 6:00 25 11 - 6:00

10am-4pm - School Days

Total operating days:

Total operating hours:

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013

Team Member Handbook 2013