EMPLOYEE MANUALeverglades.net.au/wp-content/uploads/2017/10/... · Everglades Country Club Employee Manual Administered March 2014 Version 2 Page 1 of 44 EMPLOYEE MANUAL

Everglades Country Club Employee Manual

Administered March 2014 Version 2 Page 1 of 44

EMPLOYEE MANUAL



Contents WELCOME ............................................................................................................................................ 4

THE ORGANISATION .......................................................................................................................... 5

THE HISTORY ...................................................................................................................................... 6

VISION STATEMENT .......................................................................................................................... 6

CORE VALUES ................................................................................................................................. 6

CODE OF CONDUCT ........................................................................................................................... 7

ETHICS .............................................................................................................................................. 8

THE GUIDE TO QUALITY SERVICE ............................................................................................. 8

COMPLAINTS HANDLING ............................................................................................................. 9

OUR MEMBERS & GUESTS ........................................................................................................... 9

EXCEED THE CUSTOMERS EXPECTATIONS .......................................................................... 10

MAINTAINING COMPOSURE ...................................................................................................... 10

MAINTAINING STANDARDS ...................................................................................................... 10

ATTENTION TO DETAIL .............................................................................................................. 10

COURTESY CHECKS ..................................................................................................................... 10

CLUB INFORMATION ................................................................................................................... 11

MEMBER & VISITOR ENTRY RULES ............................................................................................ 13

MEMBER & VISITOR RIGHTS ......................................................................................................... 13

GENERAL INFORMATION FOR EMPLOYEES .............................................................................. 15

CLUB POLICIES & PROCEDURES FOR EMPLOYEES ................................................................. 17

COUNSELLING/DISCPLINARY/TERMINATION OF EMPLOYMENT POLICY &

PROCEDURE ................................................................................................................................... 22

IMPORTANT POINTS TO REMEMBER....................................................................................... 24

FOODSAFE .......................................................................................................................................... 25

WORKPLACE HEALTH & SAFETY............................................................................................. 25

THE RESPONSIBLE SERVICE OF ALCOHOL ............................................................................ 26

THE RESPONSIBLE CONDUCT OF GAMBLING ...................................................................... 27

EVERGLADES COUNTRY CLUB PRIVACY POLICY............................................................... 28



APPENDIX 1: Social Media Policy ................................................................................................. 28

APPENDIX 2: Tattoos and Body Art ............................................................................................... 30

APPENDIX 3: Body Piercings Policy .............................................................................................. 30

APPENDIX 4: Work Station Allocation .......................................................................................... 31

APPENDIX 5: Footwear in the Workplace ...................................................................................... 32

APPENDIX 6: Responsible Service of Alcohol Customer Notification .......................................... 32

APPENDIX 7: Evacuation Procedures ............................................................................................. 33

APPENDIX 5: Emergency Assembly Area ...................................................................................... 37

APPENDIX 6: Fire Equipment Floor Plan ....................................................................................... 38

APPENDIX 10: Evacuation Diagram ............................................................................................... 39

ACKNOWLEDGMENT ................................................................................................................... 44

Administered March 2014



WELCOME

To Everglades Country Club

On behalf of the President and Directors of Everglades County Club, it is with the greatest of pleasure that I

extend to you a hearty welcome.

As a new member of our team, I hope that you will be able to contribute for the mutual benefit of the Club and

your future in the hospitality industry, our reputation for delivery of great customer services is a credit which

goes to every one of our employees. The Everglades Country Club is committed to doing its part to ensure you

of a satisfying work experience.

This Manual provides answers to most of the questions you may have about Everglades Country Club policy

and procedures, our responsibilities to you and your responsibilities to the Club. It is your responsibility to read

and understand this employee manual, however if you have any queries please take the time to discuss this

matter with your manager.

From time to time the information in this employee manual may change; every effort will be made to keep all

Everglades Country Club employees informed through various lines of communication, postings on bulletin

board, intranet and memos on payslips to advise when this happens.

In the meantime, I extend to you best wishes for your success and enjoyment working at Everglades Country

Club.

Regards,

Greg Hornby JP ACCM

General Manager



THE ORGANISATION

BOARD OF DIRECTORS

Everglades Country Club is controlled by a board of nine (9) club members, elected at the Annual General

Meeting by club members, headed by the President, Senior Vice President, Vice President and Treasurer, these

senior positions are elected in the boardroom by ballot with directors making up the other five (5) positions.

It is the function of the Board of Directors to set Everglades Country Club and Management guidelines.

However, the Board does not implement policies, nor does it get involved in day to day administration. This is

the function of the appointed management.

MANAGEMENT TEAM

The implementation of the Board’s policies and guidelines is the responsibility of the Club Management, headed

by the General Manager. A team of expert Managers each of whom have departmental responsibilities, directly

supports him. The management team, like you, are all appointed, not elected. All staff members are directly

responsible to our Management team.

It should be carefully understood that the members of the Board or other Club members cannot instruct you in

your work. By the same token, you are not to trouble them with work related matters. You report directly to

Duty Managers and Managers.

MANAGEMENT ORGANISATIONAL CHART

BOARD OF

DIRECTORS

GENERAL

MANAGER

ADMIN

STAFF

DUTY

MANAGERS

CLUB

STAFF

CATERING

STAFF

BOWLS

GREENS

STAFF

GOLF

GREENS

STAFF

MARKETING.

MANAGER

EXECUTIVE

CHEF

COURSE

SUPER.

PA

General

Manager



THE HISTORY

History of Everglades Country Club The area later to be known as Everglades Country Club was included in land settled by Europeans in 1899. The Solling

family, descendants of Danish migrants, who arrived in 1840, developed the area as a market garden. Later part of the

property was bought by Edward and Bonny Mitchell. In 1952 they sought debentures from business people and other interested parties to develop “Everglades” golf course.

Their financial difficulties led to the involvement of a syndicate of bookmakers who sought the establishment of a

sporting club. A Holding Company was formed and it soon acquired the Mitchell's interest and proceeded to form the

Everglades Country Club.

With the support of those involved in both golf and bowls the Club was constituted in 1957. The Holding Company

leased property to the Club and fought to secure a liquor license. After this was achieved the Holding Company decided

to sell the property to the Club. This occurred in 1962.

VISION STATEMENT

It is our vision to ensure that the growth and success of our Club continues for the benefit of its members, future

members, employees and the greater community.

The people who carry out Everglades Club’s mission are the Everglades Club’s

most valued resource – our staff

CORE VALUES

Everglades Country Club our core values are

To have integrity in how we act

Quick response time to any situation

Added value for our customers experience

Provide the best customer service

Be part of a trust worthy team

Respect fellow co-workers, customers Management and Board of Directors

http://www.google.com.au/url?sa=i&rct=j&q=core+values+examples&source=images&cd=&cad=rja&docid=IPi0Rt05xEGMxM&tbnid=xnnNbGbdET599M:&ved=0CAUQjRw&url=http://www.squidoo.com/customerservicesecrets&ei=WhCLUcuzNcSOkwXin4DIBg&bvm=bv.46226182,d.dGI&psig=AFQjCNGQDCIGAVPtz9mGHTxnhRpCIci-Ng&ust=1368154541584873



CODE OF CONDUCT Everglades Country Club is committed to encouraging a safe, supportive and productive work environment. This can

only happen when everyone cooperates and agrees to suitable standards of conduct.

The following are acts which the company considers unacceptable. Any employee found engaging in these acts will be subject to disciplinary action which may include reprimand, warning, suspension or dismissal:

Always wear your Uniform with pride.

If not presenting for your shift in uniform, then club dress regulations apply

failing to wear clothing conforming to standards set by the company

Mobile phones are not to be kept on your person whilst on duty

Never discuss personal business in public area and never be critical of the Club, your colleagues or guests.

Treat everyone equally

being absent from work without a valid reason

willfully damaging, destroying or stealing property belonging to fellow employees

or the company

fighting or engaging in horseplay or disorderly conduct

refusing to follow or failing to carry out the reasonable instructions of a supervisor

ignoring work duties or wasting time during working hours

coming to work under the influence of alcohol or any drug, or bringing alcoholic

beverages or drugs on to Club premises

intentionally giving any false or misleading information to obtain a leave of absence

using threatening or abusive language towards a fellow employee

smoking contrary to established policy or violating any fire protection regulation

willfully or habitually violating work health and safety regulations

being late or taking unexcused absences from work

not taking proper care of, neglecting or abusing company equipment or tools

using company equipment in an unauthorised manner

Possessing firearms or weapons of any kind on company property.



ETHICS

According to the dictionary the word ETHIC means “a moral principle or set of moral values held by an individual or

group”.

The word ETHICAL means “the philosophical study of the moral value of human conduct and of the rules and

principles that ought to govern it”.

Many and varied ideas and views could be taken from the above description of the word in question.

What we, here at Everglades Country Club, to do is consider the benefits of working at Everglades Country Club and

using the philosophy of the word ‘ethical’:

I will at all times, work for the benefit of the Club and its members to achieve a profit.

I will work in an honest manner at all times for the benefit of the Club and its members.

I will work to the best of my ability to uphold the objectives of the Club and its members.

I will uphold a high standard of moral in my work to benefit myself, the Club and its members.

THE GUIDE TO QUALITY SERVICE

When customers enter Everglades Country Club, they expect, and have a right to expect, the same courteous treatment

that makes a visitor in your home feel welcome, comfortable and at ease.

SPEAK TO PEOPLE

There is nothing as nice as a cheerful greeting.

SMILE

It takes 72 muscles to frown and only 14 to smile.

CALL PEOPLE BY THEIR NAME

Everyone is pleased when you remember their name.

BE FRIENDLY & HELPFUL

And others will usually respond in a like manner.

SPEAK & ACT

As is everything you do, is a genuine pleasure.

BE GENUINELY interested in people and their needs.

BE GENEROUS with the feelings of others, it will be appreciated.

BE CONSIDERATE with the feelings of others, it will be appreciated.

BE THOUGHTFUL of the opinions of others, remember, there are three sides to any disagreement; yours, theirs and

the right one!

BE WILLING to give great service. What counts most in life is what we do for others.



COMPLAINTS HANDLING

It’s important to be proactive, watch for signs before they become problems. The key to effective handling of situations

are:

Listen to the customer. Give full attention and concern, use soft quiet tones and allow them to express their

perception of the problem. Do not interrupt and never disagree.

Respond with concern and tell them what you will do. Apologise if necessary.

Act and refer agree with the customer on a course of action and take it promptly. Remember it is your problem

not theirs. Tell them what you will do and keep them informed. Refer the problem if it is out of your area and

responsibility or if your customer is becoming too emotional.

Follow up the results and check everything is ok

Thank the customer for bringing the problem to your attention. Customer feedback is

important to improving our service. Take the sting out of the customer compliant by welcoming the

customer comments. Thank them for allowing you to fix the problem and for their understanding.

OUR MEMBERS & GUESTS

Everglades Country Club has over 8,000 members and is still growing.

Members are important because they create a job for us and support our business.

They come to the Club for enjoyment and entertainment and they expect:

Efficient and accurate staff;

Helpful and courteous staff;

High standard of dining and recreation facilities;

Clean, comfortable and attractive surroundings;

A friendly attitude shown by staff members;

To feel that they belong to their club;

To be respected.

Wherever you work at Everglades Country Club, you are in a position to help satisfy our members and guests, because

their expectation involves “service and smiles”.

It should be remembered, however, that each and every one of our members and their guests is an individual human

being, with individual likes and dislikes, and individual ways of assessing service.

How to satisfy each of our members and their guests requires professional judgement and insight. But also remember,

you were chosen to become part of Everglades Country Club because you are a professional!



EXCEED THE CUSTOMERS EXPECTATIONS

To exceed the customer’s expectations requires staff to know the facilities within the club. Once you know what we

offer you can assess how possible different requests can enable us to exceed expectations. If you are unsure simply ask

your Supervisor or Duty Manager to check if the request is possible. In noting that the extra mile is possible it is

important that in response to requests the answers ‘NO’, ‘I DON’T KNOW’ or ‘I’M TOO BUSY TO KNOW’ are not

accepted. Find out, follow it through and complete it in a reasonable time period, if a guest has clear instructions as to

how he/she want it done, follow them . EXCEEDING the customer’s expectation is to give the guest exactly what they

want and more! Where possible

MAINTAINING COMPOSURE

Always work efficiently, but never run in any part of the workplace. Do not appear rushed or flustered. Always give

your best service to each guest. Never tell a guest or imply to them that you are busy. If you cannot attend to them right

away tell them, and also tell them when you will be back. Then do it! Try to work smart, do not return to the bar or

kitchen empty handed. Remember to smile at all times! Also remember that if you help someone in their time of need,

they will help you in yours!

MAINTAINING STANDARDS

Ensure your customers are happy and being attended to. Continue to patrol your area and keep it spotless. There is always something

to do. Never lean or slouch. When you are at work you are always on duty. Be alert to other staff and help them if required and if you

cannot find anything to do ask your Supervisor.

ATTENTION TO DETAIL

Observing our guests and the detail that surrounds them allows us to do this. Attention to detail should be used not only

in service but in every facet of our operation. If unsure at any stage take a step back and observe. Take into

consideration points that you as a staff member would need and also as a guest, would need, observe during service also

which can take a lot of concentration. As an employee of the Club you should put this skill into action with all the

facilities and operations.

COURTESY CHECKS

Ensure you check the guest’s enjoyment as soon as that guest is able to make a quick evaluation. This is to ensure that

if there is anything unsatisfactory about the event that we have time to rectify the problem prior to them leaving. These

checks should be in line with the service.

A courtesy check enables staff to change any inconsistency in our standards before the guest leaves unhappy

If there is a problem, you are unable to handle approach a Supervisor or Manager



CLUB INFORMATION As times are subject to change, you are asked to look at the Club Information Board, other signage around the Club

from time to time, the Club Journal, Staff Newsletter or check with the Duty Manager for current trading information.

CLUB TRADING HOURS The Club is open 7 days a week all year round, including all holiday periods, for example, Easter, Australia Day,

Boxing Day, New Year’s Eve, etc. unless otherwise informed by senior management.

Current Club trading hours:

Sunday, Monday, Tuesday 9am until 9.30pm

Wednesday, Thursday 9am until 10.30pm

Friday 9am until 11.30pm

Saturday 9am until Midnight

Trading hours are subject to change.

ALTRO BRASSIERE The Altro Brassiere is open 7 days for lunch and dinner providing daily Chef Specials and a specialised menu designed

by our Executive Chef.

Current Altro trading hours:

Lunch Daily 12pm until 2pm

Dinner

Sunday to Tuesday 5.30pm until 8pm

Wednesday to Sunday 5.30pm until 9pm

Trading hours are subject to change

CAFÉ The Café is open 7 days from 10.30am providing fresh cakes and sandwiches, coffee and bar facilities until 9pm.

BAR The bar provides drink service to our gaming area, entertainment lounges and brassiere with three beer panels.

FRONT ENTERTAINMENT LOUNGE This area is primarily used as a lounge area providing entertainment on selected evenings throughout the year. It is a

licensed area and therefore, persons under the age of 18 years are not permitted in this area.

SMOKING AREA

Is located off the TAB, gaming lounge, front entertainment lounge and golf courtyard. These are our designated

smoking areas.

BINGO

See the Club Information Board, Club Talk magazine, Club bulletin or in-house advertising for further information as

details are subject to change.

RAFFLES

The Club offers regular weekly raffles every Friday at 6pm and every Sunday at 5.30pm. Prizes will vary depending on

the day and time of year (for example, Christmas and Easter).





MEMBERS DRAWS

The Club offers membership draws every Thursday at 7pm and every Sunday at 2pm. Prize jackpots will vary

depending on the draw.



GAMING LOUNGE

Our ever-changing poker machine promotions are designed to appeal to our players and retain their interest. See the

gaming lounge or Duty Manager for further information as details are subject to change. This area is a licensed area and

therefore, persons under the age of 18 years are not permitted in this area.

SPECIAL EVENTS

Keep your eyes on the monthly Club Talk and Club Entertainment information, which are displayed in the Club foyer.

Keep yourself informed on what is happening in your Club.

MEMBERS DISCOUNTS

Members are able to obtain discounts off Club prices when using their membership cards at any cash registers or foyer

terminal.

EVERGLADES CLUB TALK MAGAZINE & BULLETIN

The Everglades Country Club Talk magazine is delivered to members and guests within the local area four times per

year. This is to keep everyone informed on all the events and entertainment happening in the Club. The Club’s annual

report is delivered to members only in September of each year. The Club Bulletin is a monthly magazine for the benefit

of our members and guest keeping them informed of events entertainment and sporting results.

SMOKING POLICY

This policy promotes a smoke free atmosphere for those persons who do not smoke but does have designated smoking

areas within the Club premises.

Foyer: Non-smoking area

Front Lounge: Non-smoking area

Altro Brassiere: Non-smoking area

All Bar Areas: Non-smoking area

Star Room: Non-smoking area

Burgundy Room: Non-smoking area

Auditorium: Non-smoking area

Gaming Room: Non Smoking area

Pro Shop: Non-smoking area

Smoking areas are located:

Smokers deck (near the golf office; at the back of the Club)

Smokers deck (off the Sports & TAB lounge)

Alfresco gaming areas



MEMBER & VISITOR ENTRY RULES

MEMBERSHIP CARDS

It is a requirement that all members show their cards upon entry into the Club. If they haven’t got their card,

they must sign the Visitors Register. Visitors must provide ID (identification) to gain entry to the Club.

Word of mouth or face value is not enough. They must provide ID (identification) before they qualify to

enter. Membership cards are not to be reprinted without authorisation from a senior manager.

DRESS RULES

We have a sign in the foyer displaying acceptable dress requirements (and a sheet of requirements for staff use). Please

check the board or sheet for details. Neat and tidy is the general rule, but discretion still lies with a senior manager.

GROUNDS FOR REFUSAL OF ENTRY

Even if a person qualified to enter the Club, whether they are a member or not, if they are affected by alcohol or drugs,

are contrary to the dress rules, are under age or unable to provide proof of age, they will be refused entry. Report all

non-admittance to your Duty Manager so it may be entered into the shift report.

MEMBER & VISITOR RIGHTS

MEMBERS & VISITORS COMPLAINTS

If a member or visitor wishes to lodge a complaint you are not to handle the matter personally. Call your Duty Manager

immediately to handle the situation. The Duty Manager will note the complaint and advise senior management.

ACTION PLAN FOR THE DISABLED

The Disability Discrimination Act 1992 is a piece of Commonwealth Legislation which creates a new context for

service provision.

The Act required that people with disabilities be given equal opportunity to participate in and contribute to the full

range of economic, social, cultural and political activities. Access for people with disabilities, including access to the

goods, service and facilities provided by the Club must no longer be an afterthought.

The Disability Discrimination Act 1992 makes it unlawful to discriminate, in the provision of goods, services or

facilities, against people on the basis that they have, or may have, a disability. It also makes it unlawful to discriminate

against a person on the basis that one of his or her associates has, or may have, a disability.

This Action Plan is a strategy for ensuring business practices do not discriminate against people with disabilities.

POTENTIAL CUSTOMERS:

There are a number of different types of disabilities in the community. Some of these include:

The visually impaired

Wheelchair bound people

Hearing impaired people

Stroke victims

Amputees



IDENTIFICATION OF PHYSICAL BARRIERS:

The Club must identify the physical barriers which restrict access to facilities on their premises. Disabled people have

access to all facilities at Everglades Country Club. This includes:

All bar areas

Altro brassiere and café

Gaming room

Function room and auditorium

Rest rooms.

The Club has recognised the need to give access to the disabled and through the building program has installed:

Ramps for the disabled

Disabled toilets

An open style floor plan eliminating the need for doors as a barrier.

COMMUNICATION:

All information of members’ activities and promotions are made available to all members including the disabled. These

include:

Direct mail out to all members

Club information board

Training to better enable staff to assist and advise members and guests of promotions and facilities available in

the Club.

ATTITUDE:

Everglades Country Club staff members are aware of the difficulties suffered by people with disabilities. The Board

and Management of the Club recognise that occasionally people with disabilities will need help. From time to time staff

may assist the disabled, such as the visually impaired, to the toilets, bar, brassiere, café and function centres.

Ongoing encouragement to the staff is given by the Board and Management to ensure that the disabled can access all

facilities of the Club. The Board and Management have also designed the refurbishments of the building to cater for the

disabled.

CUSTOMER CONFIDENTIALITY:

If a disable person wishes to make a complaint or suggestion regarding facilities in the Club, it will be kept in the

strictest confidence. The complaint or suggestion will be kept in the register in the general office and will be acted upon

by the General Manager in the normal course of business house.

EMERGENCIES:

If an emergency evacuation occurs whilst disabled persons are on the property, these people are to receive priority

assistance.

POLICY REVIEW:

The Action Plan for the disabled will be reviewed on an ongoing basis. It is the intention of the Board and Management

to be proactive in the education of the staff, building refurbishment and policy change.

Suggestions by staff and the disabled are also reviewed as part of the business.

RESPONSIBILITY:

The General Manager takes ownership of the plan. The implementation of this plan is also the responsibility of the

General Manager.



GENERAL INFORMATION FOR EMPLOYEES

POSITION DESCRIPTION

If you haven’t been given clear guidelines as to your job description or how you should carry out your tasks or specified

requests, please ask your Duty Supervisor. Before you commence your first shift you should have had it explained that

we have an active Workplace Health and Safety Committee at the Club, sponsoring and endeavouring to provide a safe

and happy work environment. You should also have been given a guided tour of the Club so you know where

everything is and where the fire equipment is kept, as well as safety exits. If for some reason, you haven’t. I would

enjoy clarifying any part of your job description and showing you around the Club.

TRAINING

We will assist you with immediate training and offer continued training to benefit you and the Club and its members. If

you have a specific interest, please do not hesitate to bring it to our attention. Just contact your Duty Manager. We are

prepared to invest time and money in your future and for your benefit and the future profit of the Club.

STAFF MEMOS

Staff memos are updated and attached to the noticeboard in the staff room or to your payslips. These are for your

benefit as to what is happening regarding the Club’s operation. From time to time monthly staff newsletters may be

attached to your payslips to keep you informed.

If you have missed any memos, a copy is kept in the Administration Office and can be explained to you in depth if

required.

Any changes that occur or any points of interest are distributed to staff via a memo. This is for your benefit to assist in

making your job better, easier and even more interesting. As we see it, you are as important as the members and bona

fide guests, because if you do not know how to treat them and give them what they want, they will not continue to

patronise the Club. To survive we need to make profits for all our futures. So let’s work together for the common goal

and that goal being the long term future of this terrific Club.

RECEPTION & FOYER – SECURITY WORK AREA

All areas of our operation are equally important. What must be remembered is that ‘first impressions’ always count. If

our members and bona fide guests are treated with a friendly smile and greeted in a courteous manner, it will go toward

them having an even more enjoyable stay at Everglades Country Club.

TELEPHONE USE

It is essential that the telephone be answered within five rings

Say “Good Morning/Afternoon/Evening Everglades Country Club, (your name) speaking, how may I help you?”

The call should then be transferred to the desired person. If you are not sure how to use the phones, please ask. We have

easy to follow instructions and staff who can show you the correct telephone procedure.

Please note that employees shall not receive or make telephone calls whilst on duty. The only exception shall be in an

emergency and then all calls may only be made or received with the prior consent and authorisation of the Duty

Manager.



SECURITY OF KEYS

Many employees are issued with these keys in the course of their duties at the Cub. These keys are a major part of the

security operations at Everglades Country Club. Any employee issued with keys for their shift must return them prior to

leaving the building, for whatever reason.

PAY PROCEDURE

The pay week commences on Wednesday and ends on Tuesday. Wages are paid directly into your nominated account

no later than Thursday after the previous pay period.

Please collect your play slips from Change Box each week from Wednesday onwards.

All pay enquiries must be taken direct to your Duty Manager who will pass on your enquiry to the Payroll Officer. At

no time must you approach the Payroll Officer.

UNION DELEGATES

The Club has Union Delegates. Check the notice board for details.

GREIVANCE PANEL

If any staff member has a grievance to bring forward, it will be dealt with by your immediate Duty Manager. If you

cannot resolve the situation, you can request a meeting with the General Manager for discussions in order to settle the

grievance. You may request to have another employee or Union delegate present during these discussions. Reasonable

time limits must be allowed for discussion at each level of authority. At the conclusion of the discussions the employer

must provide a response to the employee’s grievance if the matter has not been resolved, including reasons for not

implementing any proposed remedy. At this stage if the employee’s grievance still exists, clause 9 of the Registered and

licensed Clubs Award 2010 shall be invoked.

It is the Club’s policy to treat all employees with respect and fairness and expect the same from its employees.

EMPLOYEE WELFARE

Being a responsible employer we are conscious of the welfare of our employees, both at work and in their personal life.

If you need to advise us to your relevant personal situation, please do not hesitate to contact your Duty Manager so they

can be aware of your circumstances.

SICK LEAVE

If you are unable to attend work due to illness or incapacity, you are required to give the Duty Manager or the

Administration Office at least four house notice of your absence, and as far as possible, state the nature of your illness

or incapacity and the estimated duration of absence. With the exception of extreme case, the sick employee must

personally make the phone call. Sick calls from friends, parents, spouse, etc. will not be accepted.

Periods of sick leave, except for one single day absence per year, must be supported by a Doctors Certificate. Absences

without appropriate and verified supporting documentation will not be paid. All full time employees who, after no less

than three (3) months of continuous service, provided that their absence is not subject to worker’s compensation, are

entitled to ten (10) days of sick leave per year. Sick leave accumulates in accordance with the NES. Failure to provide

Doctors certificate coupled with habitual sick leave may result in disciplinary proceedings being undertaken.

Part time employees shall be entitled to that proportion of the said amounts which the employee’s rostered ordinary

hours during the employee’s four week cycle bears to 148 hours.

Casual’s employees who habitual take sick leave may result in disciplinary proceedings being undertaken.



CLUB POLICIES & PROCEDURES FOR EMPLOYEES

The following terms and conditions are for all personnel wishing to accept a position at Everglades Country Club.

Please read carefully:

FINGER SCAN SYSTEM

1. At the commencement of your employment, your fingerprints will be scanned and will be your means of

clocking on and off in conjunction with a clock number issued to you.

2. All employees must finger scan on and off at the beginning and end of each shift, as well as at the beginning

and end of each meal or approved break. If you do not finger scan on or off, your pay will not be paid or

processed until the following week. Please notify your Duty Manager if you forget to finger scan and they will

notify the Payroll Officer.

WEARING OF UNIFORM WHILST ON SHIFT

1. All employees shall present and remain correctly attired during working periods in the uniform the company

has supplied.

2. All employees shall remain attired at all times whilst on duty.

3. It is the responsibility of the employee to launder and maintain the uniform at an acceptable standard required

by the employer.

4. The only exception to wearing the correct uniform on shift is on an Out of Uniform Day as specified by

Senior Management. For example, Jeans for Genes Day, Christmas, etc. The acceptable apparel for an Out of

Uniform Day will be advised on the Staff Notice Board.

WEARING OF UNIFORM PRIOR TO & AT COMPLETION OF SHIFTS

1. It is not acceptable for team members to play or participate in any way, poker machines, Keno or TAB while

dressed in the Everglades Country Club uniform. You must be completely changed out of your uniform and

sign in if you are not a member.

2. You cannot purchase or participate in raffles if on duty or outside shift hours whilst in uniform.

3. You cannot, if you are a member, participate in Club promotions or members badge draws in or out of your

uniform.

4. If attending the Club as a member prior to your shift or following your shift, you must be dressed in ‘civvies’

and be wearing no part of your Everglades Country Club unfirm.

5. You cannot consume alcohol if on duty, or outside of shift hours, whilst in uniform.

NAME BADGE

Staff MUST wear their name badge at all times, whilst on duty as everyone likes to know who is serving them. The

badge forms part of your uniform. If you lose or damage your name badge a replacement badge will be ordered at a cost

to the employee of $10.00.

GOSSIP

From time to time you may come across or be told information by another employee or member of the Club that may

have happened in the Club or about another employee of the Club. This Club will not tolerate any unfounded gossiping

or rumour (whether you started it, listened to it, or passed it on), you may face disciplinary action which may in serious

cases, lead to the termination of your employment. If you hear the information that causes you to be concerned or to

have question, please discuss this immediately with a Duty Supervisor or Manager so that the appropriate action can be

taken.



MOBILE PHONES & DIGITAL MEDIA PLAYERS

Staff members are not allowed to carry personal mobile phone, iPods, MP3 players or any other digital media players

while on duty. These items must be placed into your secure locker and may be used during an authorised break.

LOST & FOUND

Any items that may be found by an employee which may belong to another employee, member or guest, must be

reported to your Duty Manager as soon as it has been found. Unclaimed items will be donated to a charity after a period

of three (3) months.

SOCIAL MEDIA & ONLINE PLATFORMS

All staff of the Club are encouraged to exercise caution when using social media or networking sites and to be mindful

of who they allow to access their personal information. Staff must remember that comments made in their personal

time, may have an impact on their work, where this is in breach of any Club policy.

A full social media policy applies for employees of Everglades Country Club and has been included in Appendix 1 of

this Employee Manual.

MEDIA

No employee is permitted to make comment or unauthorised statements to any member of the media relating to the

Club. Requests for media statements must be forwarded to the General Manager.

CLUB POLICIES

All employees of the Club are bound to adhere to the requirements of any policy the Club may put in place. These are

to help meet the changing needs of the environment that we operate in. It may be necessary from time to time, to

change, update or amend any of the Club’s policies. It is the responsibility of all employees to ensure that they

understand and are familiar with all the policies of the Club. Copies of new policies can be found in the appendix of this

manual.

All staff policies can be found online on the Club’s intranet via your login information.

FOOTWEAR

Shoes with flat soles or a heel no higher than 5cm with a base of at least 2cm x 2cm are to be worn whilst on duty.

Shoes must have tread on soles so as to be slip proof and must be black in colour. No sandals, sandshoes, open toed or

open heeled shoes are permitted whilst on duty. Shoes are to be kept clean and polished at all times.

A full footwear policy applies for employees of Everglades Country Club and has been included in Appendix 5 of this

Employee Manual.

MALES PERSONAL GROOMING

It is a requirement that head hair is to be at all times neat and tidy.

Head hair is to be kept off the face and if need be, held in place or pulled back behind the head by elastic or

the like. This is a Workplace Health and Safety standard.

It is a condition of employment that a male should be clean shaven for each shift that he attends.

It is paramount that all employees (either current or intending) ensure that their personal grooming and attire is

of a standard that portrays pride in the individual and in what they do.

The wearing of any form of jewellery outside of a person’s uniform must not be of an excessive nature. This is

also a Workplace Health and Safety standard.



FEMALES PERSONAL GROOMING

It is a requirement that head hair be kept neat and tidy at all times.

Head hair is to be kept off the face and if need be, held in place or pulled back behind the head by elastic or

the like. This is a Workplace Health and Safety standard.

It is paramount that all employees (either current or intending) ensure that their personal grooming and attire is

of a standard that portrays pride in the individual and what they do.

The wearing of any form of jewellery outside of a person’s uniform must not be of an excessive nature. This is

also a Workplace Health and Safety standard.

Please note: in all cases, rulings will be at the discretion of Duty Supervisor and Senior Management.

TATTOOS AND BODY ART POLICY

Everglades Country Club Ltd, although we don’t disallow tattoos we have determined and do enforce that tattoos of any

nature must be covered up by clothing or tattoo cover-up makeup. This policy is for all employees and violations will

result in a written warning. Upon three written warnings, the employee may face termination or change in position as a

result of continual violation of the tattoo policy. If you have any questions regarding this policy, please ask your

supervisor.

A full Tattoos and Body Art policy applies for employees of Everglades Country Club and has been included in

Appendix 3of this Employee Manual.

BODY PIERCINGS POLICY

Earrings and or facial piercings are permitted in moderation with conservative and safe jewellery. Jewellery that has

sharp or pointed ends will not be permitted (WHS). It will be at the discretion of the supervisor if they deem that the

jewellery is considered dangerous, were they may ask you to remove the jewellery. Failure to remove the said jewellery

may result in a verbal or written warning of which may lead to disciplinary action or termination of your position.

A full Body Piercings policy applies for employees of Everglades Country Club and has been included in Appendix 4

of this Employee Manual.

PERSONAL ITEMS

All employees shall be responsible for their own personal property. Where possible, floor staff will be issued with

lockers for the storage of handbags and other personal items whilst they are on shift. Handbags and the like are to be

kept out of your work area.

APPROVED BREAK

1. Meal breaks shall be taken precisely at the times instructed by your Duty Manager or Senior Management, and

at no other time, without prior consent and authorisation of the Duty Manager. Staff members are to clock off

as soon as they commence their break and then make their meal arrangements.

2. No employee shall leave their designated working position without the prior consent and authorisation of your

Duty Manager.

3. No employee shall commence duty or resume duty after an approved break affected by alcohol or any other

substance.

4. Permanent staff members are entitled to a 30 minute break in an 8 hour shift and 30 minute break if they are

working a 6 hour shift.

5. Permanent Part Time staff members are entitled to a meal break when they work in excess of 5 hours.

6. There is to be no eating or drinking outside your designated meal break.

7. You are not allowed to serve yourself.



8. Casual staff will be allocated a break if they are required to work more than 5 hours.

ANNUAL LEAVE

1. No annual leave is due until the completion of 12 months service.

2. To apply for annual leave you must complete an Annual Leave application form (available in the staff room).

This is to be given to your Duty Manager for the General Manager for approval. Do not book any holidays

expecting your leave to be approved. A slip notifying you if your approval has been granted will be attached to

your payslip.

3. Staff entitled to four (4) weeks per year must take a minimum of two (2) weeks in the calendar year.

4. Staff entitles to five (5) or six (6) weeks leave per year must take a minimum of three (3) weeks in the calendar

year.

5. All staff will only be able to bank a maximum of three weeks over four years, at which time that bank must be

used at a time to suit both parties.

6. The reason for this policy:

- Is to benefit staff by being able to rest in taking their due leave

- Is to free up our liability of accrued leave.

LONG SERVICE LEAVE

You will be eligible for long service leave after ten (10) years of continued employment in accordance with

the provisions of the Long Service Leave Act 1955 (NSW).

Employees who are eligible to take Long Service Leave are required to take this leave for a minimum period

of two (2) weeks. Any additional Long Service Leave over and above this initial two (20) week period is to be

taken in one (4) week blocks.

Long Service may be taken for a longer period if the Club decides it needs to be taken or if both parties come

to a mutual agreement.

ALCOHOL: STAFF RULES & CLUB POLICY

1. It is an offence warranting summary dismissal for any employee to give free beverages to staff or patrons, or

to accept free beverages from any member of staff.

2. The limit of any type of alcoholic spirit to be served in one glass (irrespective of the size of the glass) is no

more than a single nip of the regulated serve. Failure to adhere to this will result in summary dismissal.

3. When staff members, who are club members, or bona fide guests of members, socialise in the Club outside

their work hours, they should be mindful of the Club’s rules and regulations, with particular consideration to

the responsible service of alcohol.

SMOKING: STAFF RULES & CLUB POLICY

1. It is an offence and prohibited at all times for an employee to smoke whilst on duty.

2. Staff members who wish to smoke during their meal break can do so in the designated smoking areas.

3. Staff members are not permitted to smoke outside their meal break.

POKER MACHINES: STAFF RULES & CLUB POLICY

1. No employee shall play the poker machines at any time during their period of employment on any working

day.

2. No employee shall play the poker machines before or after their shift unless they are a member or singed in by

a member and have completely changed out of their work uniform.

3. Any monies found in the poker machine area shall remain the property of the Club and is to be reported to the

Duty Manager. Monies remain the property of the Club until such time as a claim is made and approved by

senior management.



KENO & TAB: STAFF RULES & CLUB POLICY

1. No employee shall play Keno or TAB at any time during their period of employment on any working day. It is

the responsibility of the Keno and TAB operators to ensure that staff members do no gamble whilst on duty.

2. Any monies found in the Keno or TAB area shall remain the property of the Club and is to be reported to our

Duty Manager. Monies remain the property of the Club until such time as a claim is made and approved by

senior management.

CASH HANDLING: SHORTAGES & OVERS

All staff members responsible for cash handling will be personally liable and may be investigated for all cash shortages

within their responsibility.

CASH REGISTERS & TRANSACTIONS: STAFF RULES & CLUB POLICY

1. It is an offence for any employee:

a. To accept less than the scheduled prices for any goods dispensed by the Club. Such cash shall be

appropriately recorded on the cash register and place in the cash register drawer;

b. To conduct transaction relating to the goods and/or products on sale by the Club from open cash

register drawer. The register drawer shall be closed after each transaction;

c. To remove any cash or items relating to the recording of transactions from any cash register

receptacle without the prior consent and authorisation of your Duty Supervisor.

2. No person is to get change or count cash registers unless they are designated by the Duty Supervisor.

PRODUCTS & SERVICES: STAFF RULES

It is an offence for any employee:

a. To accept products or gifts from a company that supplies goods and services to the Club;

b. To consume company products behind any bar or in public areas whilst on duty;

c. To lend or borrow monies to any person on Club premises.

EMPLOYEE ENTRY TIMES: PRIOR TO CLUB OPENING

Employees who commence their shift prior to the Club opening (for example, start at 0700, 0730, 0800, 0830 or 0900)

will only be able to gain entry via the front door when they ring the buzzer to alert staff on their arrival.

WORK STATION

All employees at commencement of their shift will have their work Station allocation and assigned duties given to them

by the Duty Supervisor. At cessation of their shifts the Duty Supervisor will inform the staff that their shift is now

completed.

A full Work Station Allocation policy applies for employees of Everglades Country Club and has been included in

Appendix 51 of this Employee Manual.

SHIFT OBLIGATIONS

1. Employees shall not change shifts with another employee without the express consent and authority of

management. The necessary application form must be completed and approved.

2. Any casual wishing to forfeit a shift must do so by completing a Shift Unavailability Form (available in the

staff room).

3. Employees unable to attend for rostered duty must advise their respective department manager with reasonable

notice. Any manager unable to attend for a rostered day must advise the Duty Manager.

4. Overtime shall only be worked as directed and authorised by the Duty Manager.



5. Casual employees are provided with starting times for each shift. Their finishing times are at the discretion and

instruction of the Duty Manager.

6. Employees who have concluded their shift prior to the bar’s closing time shall leave the premises at the time

patrons and guests are requested to do so.

7. If you finish your shift at close you must leave immediately.

8. Medical or Doctor’s Certificates must be provided for sick leave

CAR PARK: STAFF AREAS

Please note that staff members are not allowed at any time to park in the cark park directly opposite the Club premises.

Staff may park either in the car park next to the Club (Dunban Road car park) or the car park behind the Club premises.

COUNSELLING/DISCPLINARY/TERMINATION OF

EMPLOYMENT POLICY & PROCEDURE

SCOPE:

This policy covers all the operations of Everglades Club and all employees employed by Everglades Country Club in

accordance with the Registered and Licensed Club Award 2010, and any future Everglades Country Club Australian

Workplace Agreements.

POLCY:

Everglades Country Club believes that the majority of its employees are loyal and hard working. However, an

organisation required policies and standards to assist management and employees with guidelines and procedures for

events that may result in disciplinary or corrective action.

An effective disciplinary procedure must be fair, reasonable, and logical and easily understood by all and must ensure

consistent procedures are adopted across all areas of the Club.

The purpose of the counselling/disciplinary procedure is to ensure that expected employee behaviour and performance

is maintained to the required Club standards. While some instances may results in dismissal, the aim of the procedure is

to recognise and correct unacceptable work practices to the benefits of both the Club and the employee.

Managers have the major responsibility for preventing and correcting disciplinary problems in their own team.

Managers should be aware that disciplinary procedures should not be used as a sole basis for corrective action of

conduct on the job. All Duty Managers and Senior Management, in the course of their duties, should interact with staff

and, where they have concerns in relation to their performance; raise these concerns as they arise.

In instances of wilful and serious, or continuing misconduct, it is recognised that termination of employment may be

the most appropriate course of action.

PROCESS MAY COMMENCE AT ANY POINT:

In cases where misconduct or serious cases of poor performance or behaviour have occurred, disciplinary action may be

taken before, during or in addition to the process described, depending on the seriousness of the issue.

RESPONSIBILITIES:

Senior Management, Duty Managers and Shift Supervisors

Senior Managers and Duty Managers are responsible for:

Setting and communicating standards or work performance and behaviour;

Monitoring and managing work performance and behaviour;

Identifying variations to acceptable work performance and/or behaviour;

Discussing and documenting issues of concern with employees.



Employees

Employees are responsible for:

Performing work to acceptable standards;

Behaving in a manner as expected of a Club employee;

Carrying out lawful instructions given by a Duty Manager or Senior Manager of the Club;

Carrying out an “honest” day’s work.

PROCESS:

The following is the process to be followed when an employee is not behaving, acting or performing according to

expectations. This procedure and associated examples should be treated as a guideline only, with each case assessed

and investigated on its merits. The sequence and severity of the disciplinary action will vary with the type

offence/behaviour and its circumstance.

Counselling/Disciplinary Interviews

The counselling/disciplinary interview should take place as soon as possible after the problem is discovered. During the

counselling/disciplinary/termination of employment discussion, managers should:

Note who is present.

Inform the employee that the purpose of the meeting is to undertake formal counselling/disciplinary action.

Explain that the session will be formally recorded in writing.

Discuss the facts.

Assess and agree to a resolution of any problems.

Issue and document the appropriate level of warning, providing a copy of the discussion notes/warning to the

employee.

Clearly point out that should the agreed outcome not be achieved, further discussion will occur.

Decide on a follow up discussion time and date, if appropriate.

Advise the employee may bring a witness.

Investigation Prior to Termination of Employment

If the employee’s work performance/behaviour continues at an unacceptable level following a first and final or second

and final written warning, then further formal action will take place in the form of an investigation interview.

Consideration will be given at this point to terminating the employment of the employee following the outcome of the

investigation interview.

Legislative Requirements

Management MUST ensure that all legislative requirements are adhered to at this point, including:

Advising the employee of all the allegations and allowing the employee the opportunity to respond to any

allegations made.

Advising the employee that dismissal is being considered.

Allowing the employee the opportunity to be represented by a Union Official prior to dismissal occurring and

advising the employee of their rights.

Allowing sufficient time (3 days) for a Union Official to attend such a meeting.

Management may suspend the employee with pay during this period.

Summary Dismissal

In some instances, the behaviour or actions of an employee may warrant instant or summary dismissal. The conduct of

the employee in these circumstances must amount to repudiation of the contract of employment, and must be

considered both wilful and serious.

Conduct warranting summary dismissal includes (but is not limited to):

Physical assault on another employee;

Sexual or other harassment;

Bullying and intimidation;

Failure to observe safety rules and/or operation procedures, including serious breaches of Club security,

policies and/or procedures;

Proven dishonesty in connection with the Club. Including but not limited to stealing property or money

belonging to the Club, colleagues or customers; fraud;

Deliberate falsification of information on time cards/sheets;

Insubordination or verbal abuse to management, fellow workers or customers;



Deliberate negligence/misconduct involving damage to goods and/or property;

Wilful misbehaviour such as fighting and brawling;

Possession, use or dealing in drugs of addiction (including alcohol but not including tobacco) or other

restricted or dangerous substances;

The commission of an alleged crime in the course of employment;

The commission of an alleged crime outside the employment situation where the commission of that crime is

inconsistent with the individual’s duties as an employee.

First and Final Warning

If the behaviour of the employee is deemed to be of serious nature, but not serious enough to warrant summary

dismissal, the employee may be given a first and final warning. This warning will serve to notify and employee that

should the behaviour be repeated, termination may result after investigation.

Such behaviour may include, but is not limited to:

Damage to Club property;

Refusal to conduct reasonable duties;

Rudeness to customers, colleagues or senior management;

Breaches of policies and procedures;

Breaches of Workplace Health and Safety rules and regulations/

Each case will be assessed and investigated on its merits.

Variation

The Club reserves the right to vary or revoke this procedure at any time.

IMPORTANT POINTS TO REMEMBER

Any business organisation, particularly one with large numbers of employees, needs rules and regulations to help it

operate efficiently. Rules are sometimes unpopular but are designed to protect your interests and those of your co-

workers and Club members.

While each department operates differently, there are general rules that apply to all staff:

If you cannot work due to sickness your Duty Supervisor must be given reasonable notice prior to the

commencement of your shift and the expected duration of the absence.

Leave will be restricted during Christmas, New Year and Easter periods or during long weekends when trade

is expected to increase.

Everglades Country Club is a Workplace Health and Safety conscious employer. Any injury, or possible

injury, must be reported to you Duty Supervisor, immediately.

Every item that leaves a sales point must be paid for and the value rung up on the cash register immediately

after the transaction is completed.

Off duty staff members are expected to conform to the same Club rules as members. This particularly applies

to those rules concerning dress and out of bounds areas.

Employees are not permitted to participate in certain Club promotions as decided by Senior Management.

Eating, smoking or drinking whilst on duty is not permitted.

Arriving for duty affected by alcohol or drugs is strictly prohibited. Such behaviour will results in disciplinary

action or dismissal.

Drinking on duty is strictly prohibited. There is no such thing at Everglades Country Club as a free staff drink.

All drinks must be paid for. Anyone found not paying for drinks, or giving away drink will be dismissed.

No employee shall play the poker machine our bet on Keno or TAB at any time during their shift hours or any

working day, or whilst in uniform before or after their shift. Any staff member caught gambling on duty will

be instantly dismissed.

Employees shall not receive or make telephone calls whilst on duty. The only exception shall be in an

emergency and then all calls may only be made or received with the prior consent and authorisation of your

Duty Manager.

Mobile phones must not be on your person at any time you are in your work area.

No Club property of any description is to be taken off or removed from the Club premises without the prior

consent and authorisation of the appropriate Management. Any staff member caught stealing will be changed

and instantly dismissed.



Your appearance is an important as your ability. Staff uniform must be worn upon completion of your initial

employment probation period. Hands must be clean, nails clipped and clean and long hair secured back from

your face. Correct footwear is to be worn. Name badges must be work at all times whilst on duty.

The last and most important point to remember is that under age patrons not accompanied by a parent or

responsible adult are not allowed into the Club or even to be served. Forms of identification accepted are

Driver’s Licence, Certificate from the Courts, Passport and Club/Pub Card issued from RTA offices.

If in doubt about any ruling, please see your Duty Manager.

FOODSAFE

Foodsafe is a Quality Control Accreditation Programme for food preparers, handlers and storage. It has been put

together by the Australian Institute of Environmental Health.

Foodsafe consists of five training modules with a video and question/answer sheet for the staff involved and a

Foodsafety Quality Control Schedule monitoring cleaning standards in the bars, kitchen and eater preparation and

serving areas.

The quality of food received from suppliers requires monitoring – such as frozen food being frozen when received and

stored, chilled food being chilled when received, and stored correctly. Regular temperature checks are taken from the

fridges, Bain-maries, freezers, etc. Colour coded cutting boards are used for different foods and different cleaning

cloths for different areas.

A regular, unannounced audit inspection is carried out the Council Health Surveyors to ensure quality control standards

and practices are rigidly in place and being maintained.

It is up to us to maintain these standards.

WORKPLACE HEALTH & SAFETY

WORKPLACE HEALTH & SAFETY COMMITTEE We have an elected Committee, which means periodically and is made up on employees from various Departments as

well as representatives from Management. There is a policy and constitutions in place. It is the Committee’s duty to

ensure that safety is the number on policy. Their aim is to keep Everglades Country Club a safe and healthy

environment for employees to work in so that they can return to their homes in the same way they left.

It is important that you are aware who the committee members are so that you can discuss safe working practices with

them. Check the noticeboard in the staff room for details of the current Committee. If you have any enquiries, please

contact the relevant person.

It is also your responsibility at all times to ensure your own safe working environment, that of your workmates and to

ensure a safe environment for our members and their guests. If you see a safety hazard it must be dealt with or reported

immediately.

ACCIDENTS IN THE WORKPLACE Should you have an accident or suffer an injury in your workplace, you must immediately report this to the Duty

Manager and have the injury attending to them or another of our Senior First Aid attendants.

The First Aid kits are positioned in the Staff Room, Reception, Kitchen and the Duty Managers office. Lists of current

First Aid attendants are attached to each of the First Aid kits.

You must also ensure that your First Aid attendant or Duty Manager has completed an Accident Report and that you

have read and signed it.



NEEDLE STICK INJURIES To guard against injuries of this nature, all staff involved in removal of waste from toilets will wear leather gloves.

These precautions are to be followed at all times in every aspect of your employment so as not to endanger your health

and safety.

When removing a garbage bag, secure open end and hold away from your body. Dispose of carefully into a garbage bin

or suitable receptacle for contractor removal.

Never swing the bag over your shoulder.

Never pass the bag to another employee.

Never reach into the bag to remove or search for anything.

For your own wellbeing treat all garbage with caution.

MANUAL HANDLING FACT: 30% of all industrial injuries are caused by Manual Handling.

If you bend your back when lifting, sooner or later, you will suffer the consequences. Keep a straight back.

I you ensure proper balance in the way a boxer does, you will not overbalance and lose control of the load.

If you wear suitable shoes or boots, the load that slips will not injure your toes.

If you wear gloves, you will avoid hand injuries and infections.

If you use the weight of your body to assist you when pulling or pushing, you will reduce muscular effort.

If you hold a load securely, diagonally if possible, you will not drop it.

THE RESPONSIBLE SERVICE OF ALCOHOL

Responsible serving of alcohol is a legal requirement, as related to your RSA training.

HOUSE POLICY Alcohol will not be served to anyone under the age of 18 years. If you have any doubt as to a person’s age, check their

identification.

REFUSING SERVICE TO CUSTOMERS Notify your Duty Manager immediately. The Duty Manager will take the matter up with the customer. When refusing

service to anyone, it is important that you are friendly and polite.

A full policy applies for employees of Everglades Country Club and has been included in Appendix 3 of this Employee

Manual.

SIGNS OF INTOXICATION A notable change in behaviour (especially towards anti-social or inappropriate behaviour);

Slurring of, or mistakes in speech;

Clumsiness, knocking things over (like a drink or an ashtray) or fumbling with change;

A significant loss of coordination (usually swaggering or swaying);

A degree of confusion, lock of understanding or ability to hear, and a difficulty in responding.

HANDLING OF DIFFICULT MEMBERS & GUESTS Although every situation is different concerning unruly behaviour or unbecoming behaviour of a member, notify your

Duty Manager immediately.



THE RESPONSIBLE CONDUCT OF GAMBLING

To promote the Responsible Conduct of Gambling, Everglades Country Club has a policy which complies with the

various acts of Parliament relating to the Registered Clubs Industry. This policy will be implemented for the benefit of

our members, their guests and the community in general.

The Club encourages responsible practices in advertising and promotions to ensure that the Club is not providing

inducements to gamble. Signage to promote Responsible Gaming, and where to seek help if needed, are posted in the

gaming area and also throughout the Club.

Everglades Country Club will note, under any circumstances, provide cash on credit cards or the cashing of cheques.

Members and/or visitors to Everglades Country Club have the right to exclude themselves from the Club. In order to

provide support and advice the Club’s Managers are trained to be a confidential point of contact for the Club’s patrons,

or the families of patrons, who believe they may have a problem with gambling.

Providing information and training to Club staff on problem gambling is essential. The concept of patron and employee

care can help reduce problem gambling in the Club. Staff are trained to ensure discretion in matters involving problem

gamblers. ClubSafe: Your Club’s Commitment to Responsible Gambling.

The ClubSafe Group, of which this Club is a proud members, is committed to establishing an environment in the Club

where gambling is conducted responsibly and in a way that minimises the harm that may result.

Clubs, as we know, operate for the benefit of their members, as well as serving the needs of their local community in

various ways. The impact of Clubs in NSW is broad ranging and positive, particularly among those who are least

privileged. Clubs are the major provider of social, recreational, sporting and other facilities in NSW and the focal point

of many communities. Clubs are also a source of funding for a variety of community organisations and projects which

would not otherwise be provided.

What does the ClubSafe Program do for your Club? The ClubSafe program is a proactive approach looking after the interests of Club members, guests, staff, management

and the Board of Directors. It is not an intrusive program, but rather provides a ‘safety net’ for those members and staff

who have or may develop a gambling problem.

The ClubSafe program includes the following:

Free problem gambling counselling service for all patrons;

Brochures and signs promoting responsible gambling;

A comprehensive policies and procedures manual;

Setting of exclusion provisions including self-exclusion (self-banning)

A “third party” complaints policy and procedure;

Advertising and promotional guidelines to ensure gambling is responsibly promoted.

This Club is a proud member of the ClubSafe Group and our Board believes that the ClubSafe program for Responsible

Conduct of Gambling will go a long way towards minimising the harms that a small percentage of our members may

experience due to problem gambling behaviour.

Remember: if you think you may have a gambling problem, please take one of our ClubSafe brochures located around

the Club or call 1800 99 77 66 at any time.



EVERGLADES COUNTRY CLUB PRIVACY POLICY

This Club is subject to the provisions of the Privacy Act 1988 and is committed to safeguarding personal information

provided by members, visitors and staff.

We will not disclose a member’s personal information unless there is a threat to life, health or safety.

Members’ personal information may, with their permission, be used by the Club for marketing purposes. They also

have the right to access the personal information we hold about them.

As an employee you must never give out members’ private details nor use them for your own purposes.

APPENDIX 1: Social Media Policy

OBJECTIVE:

The objective of this policy is to ensure that all employees of Everglades Country Club are aware of their obligations

regarding social media. Everglades Country Club hosts social media platforms and online communities, such as

Facebook, Twitter, YouTube and a blog. Employees are encouraged to contribute to the social media platforms and

online communities based on the policy guidelines.

SCOPE:

This policy applies to all Everglades Country Club staff. It will assist staff members when they use social media in the

following capacities:

1. Adding content to official Everglades Country Club social media pages;

2. Acting on behalf of Everglades Country Club to monitor social media pages;

3. Making references to Everglades Country Club within a personal capacity on a social media platform.

When posting media content to any Everglades Country Club social media pages or networking sites, it is helpful to

remember the aims:

1. To promote upcoming events at Everglades Country Club;

2. To promote promotions (gaming promotions not to be promoted in any relevance) at Everglades Country

Club;

3. To promote club facilities such as bowls, golf, dining and functions (gaming, bar, TAB, Keno and drinking

facilities are not to be promoted in any relevance) at Everglades Country Club;

4. To reach a wider, more diverse audience.

There are two capacities in which staff can use social networking pages and platforms; within the official Everglades

Country Club pages and within personal pages which you have created and administer yourselves.

1. When using social networking platforms administered by Everglades Country Club:

Adhere to the Club’s values and code of conduct that apply in a physical work environment;

Promote upcoming events and promotions at the Club (as per above);

Promote club facilities (as per above);

Respect all “likers”, “followers”, “friends” of the Club’s sites;

Adhere to the Club’s privacy policy of confidential information;

Respect the privacy of fellow staff members, management and directors;

Agree that content and contacts will remain the property of the Club.

Do not associate the Club or its name “Everglades Country Club” with any defamatory

comments or opinions. This includes, but is not limited to any that are racist, sexist,

threatening, insulting, unlawful or in violation of the Club policies, values or code of

conduct.



If a staff member wishes to create a blog, Facebook page, Facebook group or any other social media platform

page, for example “Altro at Everglades Country Club” or “Everglades Country Club Golf Course”, you must:

Gain written permission from the General Manager of the Club;

Gain advice, direction and permission on the type content to be published on the platform

given by the General Manager and Marketing Manager of the Club;


Respect all “likers”, “followers”, “friends” of the Club’s sites;

Adhere to the Club’s privacy policy of confidential information;

Respect the privacy of fellow staff members, management and directors;

Agree that content and contacts will remain the property of the Club;

Ensure the Marketing Manager is given administrator privileges for monitoring purposes.




conduct.

2. When referring to Everglades Country Club in a personal capacity (via your personal page) you must:


Where appropriate, use your full name and identify yourself as a staff member of Everglades

Country Club;

Be judicious about what you write;

Be judicious about who has access to your personal information;

When making comments or opinions be sure to identify these as your own, not those of

Everglades Country Club;

Any comments or opinions made within your personal time must not be in breach of any

other policy administered by Everglades Country Club;

Use a disclaimer on all comments or opinions with reference or association to Everglades

Country Club; “The views expressed in this comment are my own and not those of

Everglades Country Club”;




conduct.

PROCEDURE:

Any staff member with information relating to the Clubs social media platforms and online communities, or that of a

staff members personal comment or opinion directed at Everglades Country Club is asked to place all information

(including necessary evidence, that is, screen shots, print outs, etc.) in a confidential report addressed to the General

Manager.

BREACH OF POLICY:

Everglades Country Club has an obligation to consistently apply and enforce this policy. Equally, employees must

comply with this policy.

Any employee in breach of this policy shall be subjected to counselling and or disciplinary action, which may include

termination of employment.



APPENDIX 2: Tattoos and Body Art

TATTOOS AND BODY ART

Purpose and Objectives

Everglades Country Club Ltd does not disallow tattoos. We have however, determined, and do

enforce, that tattoos of any nature must be covered up by clothing or tattoo cover-up makeup.

Policy Statement

It is Club policy for all staff to cover visible tattoos or body art by appropriate clothing, makeup or

other means. As part of the Club’s uniform policy staff will be provided with long sleeve shirts to

cover tattoos on ones arms.

Policy Procedure

Any staff who has tattoos or body art are required to ensure that they are not visible whilst on duty.

It will be up to the Duty Supervisor to enforce the policy.

This policy is for all employees. Failure to cover tattoos and body art when requested may result in

a verbal or written warning which may lead to disciplinary action or termination of employment.

APPENDIX 3: Body Piercings Policy

BODY PIERCINGS POLICY


Everglades Country Club Ltd body piercing policy allows staff to wear safe jewellery in

moderation and conservative fashion.

Policy Statement

It is Club policy that any staff member who has body piercings will not be permitted to wear any

jewellery that has sharp or pointed ends. This may breach WHS policy.

Policy Procedure

Staff may wear jewellery that is in moderation in a conservative fashion and deemed safe. It will be

at the discretion of the Duty Supervisor to deem whether the jewellery is considered to be

dangerous. The Duty Supervisor may ask an employee to remove the jewellery.

This policy is for all employees. Failure to remove the said jewellery when requested may result in

a verbal or written warning which may lead to disciplinary action or termination of your

employment.



APPENDIX 4: Work Station Allocation

Policy Work Station Allocation


It is the purpose of this policy ‘Work Station Allocation’ is to ensure staff are aware of their

rostered time of commencement and cessation of their shift, along with the allocated work station

and assigned duties.

Policy Statement

It is Club policy for all staff to report to the Duty Manager at the commencement of each rostered

shift to be assigned to their allocated work station. Staff are to remain at their allocated work station

unless a directive is given by the Duty Manager. This is in line with WHS and Fire Evacuation

Procedures.

Policy Procedure

All Staff, at the commencement of each shift, are to report to the Duty Manager to be given their

allocated work station designation, break times and assigned duties for their shift.

Staff are to stay at their allocated work station unless instructed by the Duty Manager to do

otherwise.

If staff are entitled to a break, a break time will be allocated at the beginning of their shift. The

Duty Manager will ensure that there is adequate staff to cover all Work Station breaks.

At the completion of a rostered shift the Duty Manager will inform the staff that their shift is now

completed. It is the Duty Manager’s responsibility to be aware when staff have completed their

rostered shift and have left Club premises.

If at any time a staff member is not at their allocated Work Station, or is found not to be adhering to

this policy, this may lead to staff disciplinary action which may result in termination of their

employment.



APPENDIX 5: Footwear in the Workplace

PURPOSE & OBJECTIVES:

The purpose of this policy is to outline the Club’s position on employee’s safety regarding footwear in the workplace

and follow WHS compliance.

This policy will form part of Everglades Country Club’s Induction program.

POLICY STATEMENT:

It is a requirement under WHS and this policy that appropriate footwear must be worn at all times in the Work Place.

This requirement also applies to contractors entering service of work areas of the Club.

POLICY:

Shoes must be sturdy, fully enclosed and black in colour, with flat soles or a heel no higher than 5cm are to be worn

whilst on duty. Open-toed shoes, sandals, thongs and shoes of any other colour are not permitted.

Entry to the workplace and service areas cannot proceed if footwear is inappropriate.

If a medical reason required that special footwear is to be worn a Doctors Certification will need to be presented to

Management.

Note: Failure to adhere to this policy will lead to disciplinary action.

APPENDIX 6: Responsible Service of Alcohol Customer

Notification

POLICY:

This policy is a guide to Responsible Service of Alcohol initial observation and customer notification.

Once early signs of intoxication have been observed, staffs are to inform the Duty Manager. The customer is then to be

approached by the Duty Manager and Staff Member to inform the person of the Club’s RSA Policy.

Do not engage the customer at the bar but approach them at their table. This will not embarrass the person and you may

find them more responsive.

Always approach with two (2) staff members as you may require a witness to any conversation and documentation

arising from the incident.

Always offer the courtesy bus or to call a taxi as they may require transport.

Hand out card for consideration



APPENDIX 7: Evacuation Procedures The following Document is your copy of the Club’s Emergency Evacuation procedures. It contains the procedures and

responsibilities to be followed by staff members in the event of the Club being evacuated. The procedures for

evacuating each section of the Club and floor plans of the Club’s Fire Exits, Fire Extinguishers, Fire Hoses and First

Aid Kits.

Knowing these procedures and the location of Fire Exits, Extinguishers, Hoses and First Aid Kits could save your life

and the life of others in the event of an emergency situation.

You should know the procedures for any area that you may work in and for any role that you may be employed in. You

should also be familiar with the duties of your Supervisor so you can assume this role if this person becomes

incapacitated during an emergency.

Please read these procedures and take a walk through the Club to familiarise yourself with the building. If you have any

questions please do not hesitate to contact the writer.

Please sign the attached form to acknowledge you have read and understand these procedures and return it to the writer.

To maintain the Club’s security please keep this document in a safe place and do not show it to anyone outside of the

Club.

EMERGENCY EVACUATION PROCEDURES:

In the event of a fire the staff will most likely receive their first warning via the alert siren which will sound by the

EWS (early warning system) this is located in the foyer. At this time the Duty Manager will check the system to see

where the alarm is sounding and if it is a false alarm or not. If it is not a false alarm the Manager on duty will determine

if a full evacuation is required. If due to the intensity of the fire total evacuation is required the following announcement

will be made over the Public Address System.

THIS IS AN EVAC ALERT, THIS IS AN EVAC ALERT, AND ALL STAFF ARE TO TAKE APPROPRIATE

ACTION. ALL CUSTOMERS ARE TO FOLLOW THE DIRECTIONS OF THE STAFF AND EVACUATE

THE BUILDING IN A CALM AND ORDERLY MANNER.

Staff members at this time are asked to:

Prepare and organise themselves to secure their workstations and evacuate the customers from the Club.

It is essential that all employees know where the Fire Exits are so in the case of an emergency the nearest Exit can

be easily found.

If the nearest Fire Exit is blocked then you evacuate using the one closest to you.



ADVISING CUSTOMERS:

Staff members are responsible for evacuating the customers in their area in a safe, calm and orderly manner. Customers

don’t have the advantage of knowing the emergency evacuation procedures and are more likely to panic. Staff can

prevent panic by showing that you are in control of the situation and know what you are supposed to do. When advising

customers to evacuate the building you should do so in a calm and reassuring manner.

For example: Sir/Madam due to an emergency you are going to have to leave the building, please remain calm and

leave via the exit over there (direct the customer to nearest exit) and remain in the Club car park and someone will be

there to look after you

At no time are staff permitted to speak to the media

The meeting point for staff and customers will be the car park opposite the Club.

SHIFT MANAGER:

The Manager on duty is the Chief Fire Warden in any emergency situation. It is their responsibility to:

Evaluate the threat of emergency

Order the total evacuation of the Club if deemed necessary

Co-ordinate the orderly evacuation of the Club

Ensure areas are secured

Ensure all areas are checked and all staff accounted for

Liaise with emergency services that arrive on the scene.

A fire emergency will most likely be alerted by the EWS system. It will go into alarm after detecting smoke. Such an

alert may be a false alarm and not warrant evacuation of the club.

Upon hearing the EWS alert, the Duty Manager is to proceed to the EWS panel (located at the left hand side of the

club foyer, at the entrance)

The Duty Manager will determine the location of the alarms source from the EWS panel and will proceed to that

location to evaluate the emergency. The Shift Manager will keep in contact via mobile phone while the threat is

being evaluated

Upon finding the source of the alarm the Duty Manager is to evaluate the threat and fully advise other

Management/Supervisors of the emergency’s nature

The Shift Manager should only attempt to solve any emergency if there is a very good chance of doing so

without any risk to themselves or anyone else. They must always leave themselves a clear exit and maintain

communication with others, if at any time these conditions are jeopardised they must return to the foyer

immediately

If total evacuation is ordered, the Duty Manager must ensure that Gaming Machines are turned off and all areas are

secured

The Duty Manager must ensure all areas have been checked and are clear

The Duty Manager should be the last person to leave the premises and only leave if they feel their safety is

threatened or the emergency services have arrived

Upon arrival of the Fire Brigade they will automatically assume control from the Shift Manager

Only the General Manager or Duty Manager is to liaise with any media which may arrive.

GAMING FLOOR ATTENDANT:

It is the responsibility of the Floor attendant to evacuate the Gaming Lounge in an orderly manner.



Once the order to evacuate the club has been given the Gaming Floor Attendant is to begin evacuating Gaming

players. There are 2 exits which can be used. The foyer exit or the fire exit doors in the gaming lounge

You should approach customers in a calm and reassuring manner; “the club is being evacuated. Please leave via the

front entrance or the fire exit doors in an orderly manner. The staff will direct you to the car park meeting point,

where there will be someone to look after you. You can collect your money later”

As the Gaming Floor Attendant approaches each player they should write down the machine number in the payout

book and any credits left, this will reassure the customer so they can leave without argument

Once the area is clear the Gaming Floor Attendant must report to the Shift Manager in the foyer and then proceed

to the meeting point (car park opposite the club) and report to the Doorperson (in the case of emergencies more

than one person will be designated to evacuate this area).

CASHIERS:

It is the cashier’s responsibility to secure their cash and help evacuate the Gaming Lounge.

Upon hearing the EWS alert the cashier should bundle up all of their money and move it to the count room safe.

(the Supervisor on duty will be there to assist in this)

The cashier is to switch off all equipment and leave the cashiers booth, locking the door behind them

The cashier is then to assist the Gaming Floor Attendant in evacuating customers

Once this area is clear the cashier must report to the Duty Manager in the foyer and then proceed to the meeting

point (car park opposite the club) and report to the doorperson there.

KENO/TAB OPERATORS:

Once the Evac announcement has been made the TAB/KENO operators are to switch off the KENO and TAB

terminals

They are then to ensure all monies are secure by locking their draws

They are then to direct customers to the nearest fire exit and then direct them in an orderly manner to the meeting

point (car park opposite the club) where they are to report to the doorperson

The nearest fire exit for TAB/KENO is the sports lounge exit or the hallway exit.

COUNT ROOM STAFF:

Once the Evac announcement has been made the count room staff are to secure the money in the safe along with

the daily banking sheets, the balance book and any other important information

Leave the count room locking doors behind you and exit the Club via the nearest fire exit assisting customers as

you go, making your way to the meeting point (car park opposite the club) where you will report to the doorperson.

RECEPTION STAFF:

The Reception Staff are responsible for ensuring the area is clear to the fire exits and answering the phones.

The EWS should alert the Fire Department who will call to see if assistance is required, the Receptionist will be

told to tell the Fire Department that YES assistance is required and will give them a brief description of the

emergency

The Receptionist will advise incoming callers that a routine fire drill is taking place and ask that they please hang

up and keep the lines clear

Any calls from the media must be referred to the General or Operations Manager’s

When advised, the Receptionist will evacuate the club and go to the meeting point (car park opposite club) and

report to the doorperson.



DOORPERSON:

The doorperson is to ensure the path to the foyer exit is as clear as possible

They are to set the main doors to a fixed open position and open other fire exit doors

They are to take the rosters and go to the meeting point (car park opposite the club)

The doorperson is to be the immediate point of contact for all staff

The doorperson needs to check off all staff to see if they are present and alert the Manager if they are not.

BAR ATTENDANTS:

Once the Evac announcement has been made the TAB/KENO operators are to switch off the cash registers

They are then to ensure all monies are secure by closing the till draws

They are then to direct customers to the nearest fire exit and then direct them in an orderly manner to the meeting

point (car park opposite the club) where they are to report to the doorperson.

KITCHEN STAFF:

Once the Evac announcement has been made the HEAD CHEF must ensure all GAS has been turned off along

with all appliances

Kitchen staff are then to assist customers in evacuating the premises via the nearest fire exit

Kitchen staffs are to proceed to the meeting point (car park opposite club) and report to the doorperson.

CELLAR/MAINTENANCE STAFF:

Once the Evac announcement has been made the Cellar/Maintenance staff are to turn off any equipment

They are to remove the Club bus from the front and park it in the back car park and secure the roller shutters or

doors

They are then to proceed to the nearest fire exit and report to the meeting point (car park opposite the club) and

report to the doorperson.

OFFICE STAFF:

Once the Evac announcement has been made the office staff are to turn off all equipment (computers,

photocopiers, fax machines, laminating machines) as well as secure any documents

They are then to evacuate the premises via the nearest fire exit and proceed to the meeting point (car park opposite

the club) and report to the doorperson.

MOBILITY IMPAIRED PEOPLE:

Staff members are required to assist these people from the Club.

TURNING OFF MAIN GAS SUPPLY:

The Club’s main gas supply should be automatically switched off in the event of an alarm. If this has not happened the

mains are located beside the loading dock ramp entry. They key will be with the Duty Manager or Maintenance

Manager.

EMERGENCY COMMUNICATION METHODS:

The Duty Manager can be informed of any emergency situation via Club phones. If unanswered try another Manager on

duty. Contact the General Manager and Assistant Manager.



APPENDIX 5: Emergency Assembly Area



APPENDIX 6: Fire Equipment Floor Plan



APPENDIX 10: Evacuation Diagram











ACKNOWLEDGMENT

I hereby acknowledge that I have read this Employee Manual and I am

conversant with its content. I agree to abide by the terms and conditions of

my employment as set out herein.

NAME: ____________________________________________________

SIGNATURE: _____________________________________________

DATE: ______________________

A signed copy of this acknowledgment will be kept on your file for future reference.

Greg Hornby JP ACCM

General Manager

Documents

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