Welcome to the Food and Beverage Team!

Congratulations to each and every one of you for choosing a job where “work feels like play!” We are excited about the upcoming season and hope you are too!

Our tentative date to open is December 15, 2012

Our department phone number is (519) 894-5566

The Food and Beverage Manager is Mark Leeming 519 894 5610 x 228

mleeming@skichicopee.com This guideline is to supplement the employee handbook and provide specific information about the Food and Beverage Department.

No matter what position you hold in the food and beverage department, it is significant in our customer’s perception of their day at Chicopee Ski and Summer Resort.

From the moment a guest arrives in our department, they should be treated with the utmost respect and treated the way you would like to be treated. The guest experience in the food and beverage department will significantly impact their view of their experience here.

You are expected to provide exceptional service no matter which location you are working. The customers are the reason we all have jobs. You have to remember that our customers have the option to go elsewhere for their dining and we don’t want that to happen. Chicopee is unique for that reason. We are a Ski Hill that is located just a few minutes away from numerous restaurants and without exceptional service, we risk losing these customers. We strive to excel in service so that we have as many repeat customers as possible. Our ski season is very short so our time to impress is crucial. From the moment a customer walks through our doors, we must provide them with the best customer service possible. Greet them in a friendly tone, offer to help carry a tray, clean off a spot, help clean up a spill quickly, answer any questions, keep the washrooms adequately stocked with toiletries, treat with respect. These are all examples of ways to excel in customer service.

Inevitably, there will be customers who have a complaint. Try to think of complaints not as personal attacks but rather as a way for us to improve our service. Without complaints, there would be no room for improvements. If you can not resolve an issue on your own, please get the supervisor on duty to assist. We do not want a customer to leave our department without a resolution or feeling dissatisfied we did not do our best to rectify their situation.

Without the guests, we would not have a job and you must remember that. Satisfied guests are repeat guests!

General Rules and Regulations: Punching in and Out

Chicopee now uses Dayforce HCM online scheduling systems which requires all staff to scan their finger when they arrive at work and again to end their shift to sign in and out. You will be required to setup your staff ID and sign in at the next training session. The finger scanner for Food and Beverage is located in the main hall leading back to the office. The system is an online based scheduler and will also be the way to view your schedules throughout the season. There are two main ways to view the schedule, firstly accessing the website at;

https://www.dayforcehcm.com/432/MyDayforce/Login.aspx and secondly downloading the scheduler App for your iPhone or Android devices. The App is called “Dayforce HCM” and it is a free App. Pay Cheques: Chicopee is eliminating the use of paper pay cheques and switching all employees over to a direct deposit system. Therefore please ensure you have given your current banking information sheet to the manager, or directly to payroll to ensure your direct deposit account can be properly setup. We also no longer issue paper paystubs and will ask that all employees setup an epost account to receive all paystubs electronically. The information for setting up a new epost account can be found in your employment package. If you already have an epost account all you will need to do is add Chicopee as an account and start receiving your electronic paystubs. Schedules: Schedules will be created weekly, 2 weeks in advance of the active work week. All schedules can be accessed via the Dayforce website or on the App. Any issues with the schedules must be directed to the supervisor on duty. You are responsible for making sure that you are present for all scheduled shifts. Please be advised that the schedule is subject to change. Please check your schedule daily to make sure no changes have been made. If you ever need to change your current availability please see a Supervisor as they will give you the form to fill out. New Year’s Eve: We will be open for New Year’s Eve this season, anyone that has a request to have that evening off must speak with the manager only. It will be expected that all staff be available for this evening event. Exceptions will be made if the staff member is travelling out of the country. Please see Mark to discuss on an individual basis. Requesting a Day off: Verbal time off requests will not be accepted. All requests must be written down in the time off binder located in the office. We will try our best to accommodate all requests but it is not guaranteed.

Changing Shifts: All shift changes must be processed by the manager or supervisor on duty. Both staff members must sign a shift change form and have it approved by the supervisor. If the change must be done over the phone you must speak directly with a supervisor and not leave a message. If the person who is covering your shift fails to show up for the shift, both parties will be documented for failing to cover the shift. Calling in Sick: You are responsible for finding a replacement to cover your shift when you are sick. If you can not find anyone, you must notify a Supervisor no less than 4 hours before your scheduled start time. Phone calls from your parents are not acceptable. If you are on an opening shift, you must call in the night before and speak to a Supervisor directly. If you fail to call in the night before, you are expected to show up at the regular start time of your shift. Failure to do so will result in disciplinary action. Extended sick days will need a doctor’s note upon return. If you fail to provide a note, you will not be able to return to work until a note can be provided. Tardiness: In the event you think you may be late, you must call and speak directly with a Supervisor. We understand that sometimes it is inevitable but repeat tardiness will not be tolerated. Missing your bus is not an acceptable excuse for being late. Reoccurring tardiness will result in disciplinary action. You are responsible for arriving before your scheduled start time so that you are in your position and started work at your scheduled start time. Weather: Chicopee may close when the weather is not conducive to skiing/snowboarding conditions. If you are ever unsure as to whether or not the club is open and if you need to come in for a scheduled shift please contact our Snow Report at 519-894-5610. This report will let you know if the lifts are operating which means whether we are open or not. Breaks: Employees are allowed to have their breaks in the cafeteria or staff room only. Employees must remove their name tag, hat and if possible, cover any logo shirt. The following guidelines for breaks will be followed: If your shift is 4.5 hours or less, you will not be given a break. If your shift is 5 hours or longer, you will receive a choice of a 15 minute paid break or a 30 minute unpaid break. There will be no smoke breaks in addition to this. You are not allowed to just leave your position to take a break. All breaks will be decided by the supervisor on duty. If you take an unauthorized break without your supervisors authorization, disciplinary action will be taken. Meals and Eating Areas: All food from Chicopee must be paid for. There are no free food items for you to snack on, this includes single French fries, chicken nuggets etc. Staff may bring their own lunches and snacks that can be stored in the fridge and can be consumed only while on break. There is a staff meal special daily that will be available for purchase. There is to be no food consumption in any area of our facility that is in direct view of a customer or in an area that is designated for food preparation. This includes, bar area, front kitchen, cashier stands, floor areas, long storage, back deck area, back

kitchen or server area. This rule is enforced as it is a critical food violation with the health and safety department. If you are caught consuming food in the back kitchen, long storage area or bar area you will face immediate disciplinary action. There will be no exceptions to this rule. All food must be consumed in either the cafeteria, while out of uniform, or staff room while on a break. After all food consumption, you must thoroughly wash your hands before returning to your position. Anyone caught giving away any Food and Beverage to other staff members will be terminated immediately. Smoking: Smoking is only permitted while on your break and is only allowed outside by the garbage dumpster. All cigarette butts must be extinguished and placed in the ashtray provided. Smoking on the deck, under the over hang, or in front of the guests is prohibited. Please make sure you wash your hands immediately when returning to your position. The building is completely smoke free and anyone caught smoking inside the building will be terminated. All smoke breaks must be authorized by the supervisor. We need to know, where you are so can continue to offer outstanding service to our guests. Drug and Alcohol Use: Anyone caught using any illegal substance while on duty or off at Chicopee will be terminated immediately and police will be notified. There will be no exceptions to this rule. If you show up visibly impaired for your shift, you will be terminated. The safety of our staff and guest is paramount. Uniforms: Uniforms must be cleaned for each shift. All positions require black closed toe, non-slip shoes. All positions require black pants and black socks. Kitchen staff will have an option to purchase black or checkered chef pants as an alternative to regular black pants. All kitchen staff is required to wear a Pill box cap or a hair net. All positions require the appropriate shirt which is available for purchase from your supervisor and can be deducted from your paycheck. All staff is required to wear a name tag which will be provided to you at the beginning of the season and must be returned at the end of the season. There will be a fee of $5.00 charged for replacement nametags or failure to return at the end of the season added to your paycheck. Servers are required to also wear aprons. Turtle necks are only permissible if they are solid Black. No flowers, logos or prints of any kind are permitted. No hoodies, sweaters or jackets are allowed under or over your Chicopee Shirt. All staff must be in full uniform for any shift they are working. If you fail to have the appropriate uniform at the beginning of your shift, you will be required to purchase a new uniform or sent home. There will be no exceptions to this policy. Hair: Hair must be clean, neat and coloured in a natural hair colour. All hair must be tied up securely, no matter what your position is. Kitchen staff must wear the Chicopee Kitchen hat or a hair net. Males with long hair must also adhere to this policy.

Chewing Gum: Chewing gum while on duty is strictly prohibited. Cell Phones, MP3 players, Blackberries, Ipods etc.: No cell phone, mp3 player, blackberry or Ipod use is permitted while working. Text messaging is prohibited while on shift. Anyone caught using their cell phone while on shift will be written up and have the phone placed in the office until your shift is finished. You are free to use your cell phone on your break or at the beginning or end of your shift. Personal Phone Calls: All employees are reminded that personal incoming calls and any personal outgoing calls are strongly discouraged and should only be on an emergency basis. We do not mind if you use the phone to call for a ride at the end of your shift. Parking: All food and beverage staff must park in the main parking lot or the secondary service lot. You may not park up on the loading dock area. All staff must park at least two rows back from the front of each lot to accommodate our paying guests. The hill behind our loading dock is a fire route and anyone caught parking there will be fined accordingly and may face disciplinary action. Garbage: We have two garbage bins located on the back side of the building. We also have a cardboard bin and various blue bins. Garbage in the main bin should be tied securely and when the bin is full, you must use the secondary can. If you spill a bag of garbage you are responsible for cleaning it up. That means you get a new bag and gloves and pick it up. No garbage is to be left on the deck or in front or beside the can. If you are caught not placing garbage in the proper place, you will face disciplinary action. All recycling of cans, bottles and paper must be placed in the blue bins located just outside the kitchen door along the ramp. If the bins are full, check to see if there are any extra bins located in the garbage enclosure. If there are none, check with the supervisor on duty for appropriate location. All cardboard must be flattened and placed in the cardboard bin. Please take care to make sure the cardboard actually gets in the bin. If your boxes spill, you are responsible for picking them up. If they fall down the hill, you must go get them. There is a man door on the opposite side of the bin. Please use that to place the boxes in rather than throwing them over the top. Garbage cans inside MUST be wiped down on the inside and outside regularly. This includes kitchen, back kitchen, server area, bar, cashier, cafeteria and lounge. There should never be any visible stains on the outside of the cans. All garbage’s must be emptied at the end of each day including the washrooms. Long Storage: This area is restricted to staff only and is not considered a staff room. Most of our supplies are kept in the long storage area. This area must be kept tidy at all times. Please make sure before you open any new cases of product that there are no boxes already opened. All empty boxes must be flattened and placed in the cardboard recycling bin. All pop cases must be under the yellow line. This is a Ministry of Labour rule and failure to follow it will be grounds for a fine.

Pop canisters and beer kegs also need to be chained into position. This too is a Ministry of Labour rule. If you are unsure of where a product is located, ask a fellow staff member to help you find it before coming to speak with a supervisor. If you use the last of something, please let the supervisor on duty know. There is no food to be consumed in this area. Drinks may be placed in this area but need to be out of sight from the customer. Remember that drinks need to be purchased. This includes fountain pop! The door in the long storage area must be kept clear of obstacles including empty boxes, pop canisters, cleaning supplies etc. This is a fire code regulation and must be enforced. Staff Snow Passes: All staff will receive a complimentary snow pass upon the completion of 40 hours of work. This is a privilege that can be revoked at any time and has to be surrendered in the event of termination or suspension. You are expected to follow the outside rules to maintain your passes. Anyone caught using illegal substances while at Chicopee even if you are off duty will be asked to surrender their passes immediately. You are expected to be an ambassador of our club at all times. All staff must sign a helmet policy before a pass will be issued. You are expected to provide your own helmet or you can alternately rent one in the rental shop for a nominal fee. Failure to comply with this policy will result in your pass being taken away. Personal Belongings: You are discouraged to bring valuables to work. If you have a purse or something of value you do not wish to place in the staff room, you are permitted to place it in the office. Chicopee is not responsible for any lost or stolen items. Staff Room: The staff room must be kept tidy at all times. There are not to be any dirty dishes, garbage or food left in that room. If you fail to keep this room tidy, the door will be locked and there shall be no staff room. You are all responsible for making sure that at the end of the day it is spotless. Please take all belongings home with you daily, this includes uniforms, shoes, coats, equipment. The staff room is not a storage area for snow equipment. There are locks available downstairs for your equipment. Your Mom doesn’t work here, so please pick up after yourself!

First Aid: In the event you have an injury or illness that requires first aid, you are obligated to report it to the supervisor on duty. All departments have a fully stocked first aid kit. Any injury including small cuts needs to be reported to a supervisor. Any first aid that is administered has to be recorded on the sheet in the first aid kit. All supervisors hold a valid first aide certificate and are available to assist you. In the event you can not find a supervisor, you may go to the first aid room located at the bottom of the lounge stairs. If the injury is an emergency, have someone call 911. Our address is 396 Morrison Road. Kitchener Ontario. Our phone number is 519 894 5566. Tell the dispatcher to use the service entrance.

Lost and Found: All items, regardless of value, found by staff must be turned into Lost and Found as soon as possible. Finding a mitten or a pair of goggles may seem unimportant to you but can be quite traumatic to the child who lost it. If a guest turns in a found item to you, express your appreciation and offer to take the item to the Lost and Found yourself instead of asking the customer to do so. Lost and Found items will go downstairs to Guest Services. Failure to turn in any article found will be deemed theft and dealt with as such. Disciplinary Measures: While we strive to prevent this from happening, we are aware we need a formal policy in place for both the employer and the employee. We have adopted a three strike rule. If a manager/supervisor feels it is warranted, a first strike verbal warning is given and a record is placed in your file. The hope is that the unwarranted behavior will be discontinued and no further steps will be required. In the event further discussion is needed, a strike two written warning and meeting with the manager/supervisor will take place. In the event that the behavior is still a problem, a third meeting and termination will take place. All employees are on a probationary period for three months unless otherwise told by the manager or supervisor. Any time within those three months, we can terminate you if we feel you are not working up to the standards we are striving for as a company. Please be aware that the following are among the situations which could be cause for immediate termination without the prior two warnings.

• Theft, misuse, abuse or misappropriation of property belonging to Chicopee, our guests or staff members. These offenses are also subject to prosecution under Ontario Law.

• Leaving your assigned work location without permission of your supervisor. • Falsification, misuse or altercation of records including but not limited to

employment applications, records of time worked, identification cards, etc. • Possession, use, sale or reporting to work under the influence of non-

prescription narcotics, barbiturates, hallucinogens, illegal drugs or alcohol. • Improper or reckless operation of company or private vehicles while on-site. • Intentional failure to abide by all present and subsequently issued rules of

Chicopee or of any existing department standards. • Giving away any product to anyone unauthorized.