INDEX Page Introduction………………………………………………………………………………………………………………….. Working with Us……………………………………………………………………………………………………………. 3 4
Kit list………………..…………………………………………………………………………………………………………… 6 Job Descriptions……………………………………………………………………………………………………………… 7 Discipline Procedure ……………………………………………………………………………………………………… 11 Grievance Procedure …………………………………………………………………………………………………….. 14 Code of Conduct ……………………………………………………………………………………………………………. 15 Health and Safety Policy ………………………………………………………………………………………………. 17 Training …………………………………………………………………………………………………………………………. 21
INTRODUCTION This handbook is designed to give you all the information that you need while working for Santa Safari. Your contract will be given to you separately and contains the complete terms and conditions of your employment with Santa Safari. If there is any discrepancy with the wording in this handbook and the wording in your contract then the contract will take precedence.
WORKING WITH US Working in TRUE Lapland with Santa The primary objective of the vast majority of our guests is to visit Father Christmas at his home in True Lapland. This is a land of legends, magic and Northern Lights, full of charm, character and outstanding, frozen natural beauty. Here, on the edge of the vast Arctic wilderness, is a location where you will work to ensure guests experience the coolest of winter breaks. Every year many staff work in Lapland and help to make the dreams of hundreds of children from all over the UK come true. The roles are highly rewarding and are sure to be memorable. example. You will need to be highly self-motivated and to work well under pressure. You will be a team player, confident in your abilities to supervise and lead by This role requires full work commitment, an open mind, and the ability to You will need to have a good grasp of planning, logistics and organise and communicate effectively at any level, whilst being able to delegate and supervise accordingly. organisation and be able to make changes and decisions as and when necessary and, most of the time, on the spot. It is essential that you have good communication skills so that you can effectively, urgently and accurately convey any changes and instructions to the team, customers and all suppliers, ensuring that any changes are fully implemented. You will need to be able to resolve any client concerns in an instant and step into a situation and resolve it as and when necessary. You must be self motivated and confident in your abilities to deliver 101% customer satisfaction. During the operational period, the role will involve long working hours with few breaks and little time off, therefore endurance and the ability to work under pressure while presenting a pleasant demeanour at all times is crucial. You will need to be physically fit, willing to work outdoors and be able to withstand the cold weather. You must be willing to step into other roles within the organization that suddenly may become available. The real test is when you have to think on your feet to solve problems and to ensure we deliver everything our clients are expecting and more. In often pressurised circumstances, you need to be able to remain calm, keep your wits about you, and combine common sense and ingenuity to respond to situations as they arise.
For most of our guests, the highlight of their visit to Lapland is meeting with Father Christmas. Within the overall team, there are many different positions and roles requiring to work indoors, outdoors, assist Santa in all aspects of his role from welcoming families, entertaining children at all times (both indoors and outdoors) and helping in some general administrative duties such as counting presents and maintaining the quality of decoration in the cabin. Whatever your position is it requires an extrovert personality, with plenty of enthusiasm, motivation, dedication, commitment, Christmas cheer and an ability to communicate effectively with children and adults alike. You must be highly creative and innovative, fun, passionate and enjoy working with children. These roles are all encompassing and highly rewarding, offering close interaction with children during their “once in a lifetime visit to Father Christmas”. integral role in making dreams become a reality. Lapland is a sub-Arctic region (less than 1,500 miles away from the North Pole!) where harsh weather and an Arctic desert climate create very specific work conditions. Apart from being very cold (the temperature can go as low as minus 50 centigrade and frequently can be minus 30 centigrade) it is very dry. Therefore, drinking plenty of water is recommended as well as frequent use of lip balm. It is also an outstanding area of total wilderness, with the cleanest air and water in the world, known promoting health, as well as extraordinary, unique and the great outdoor activities. All that requires a great deal of physical fitness and a healthy body. You will be working with a great number of very young children aged between 4 and7. For many guests coming at this time of the year (Father Christmas period) it is a highly charged emotional affair; this can be manifested in different ways with the most extreme being heavy and aggressive verbal outbursts. Therefore delivering impeccable service and exceeding expectations is an absolute must. We are very strict in monitoring alcohol consumption and reserve the right to breathalyse all staff. We do not tolerate any partying or drunkenness as it is totally incompatible in working with children, the climatic conditions and the general work ethics in Lapland. In addition, it can heavily compromise, endanger health and safety rules and conditions. You must accept this in its entirety and you must not underestimate the seriousness with which we take this matter. It forms a key part of your code of conduct. You will have an
KIT LIST 1. You will require; a. Working clothes (suitable to your position) b. Thermal underclothes c. Thermal socks d. Thermal gloves (black) or mittens. e. Towel f. Normal clothes for out of hours
g. Smart black trousers h. Black scarf i. j. Working overalls Old/cheap gloves for working outdoors
Job Descriptions Maintenance/Driver
1. Job Outline; (a) You have chosen to apply for a position abroad. You will be based in Lapland for the duration of your contract. You will need to be physically fit, willing to work outdoors and be able to withstand the cold weather. (b) You will be provided with flights, transfers, accommodation, three meals per day and an outdoor arctic uniform. communal showers. (c) The weather conditions in Lapland are extreme and you can expect to work outside in temperatures as low as -35 degrees. Day light hours will decrease to darkness of 18 hours in November and December. (d) The role may require you to work approx. 12-16 hours per day. This temporary job is based on a 6 day week. If you work the seventh day this must be signed off by your supervisor. Your hours of work are specified in your contract of employment. (e) During the operational period the role will involve long working hours with few breaks or time off therefore endurance and the ability to work under pressure while presenting a pleasant demeanour at all times is crucial. (f) The company operates zero tolerance alcohol at work policy and staff will be randomly breathalysed on mornings before commencing work and at any other times as we see it fit. Any deviation from this will result in instant dismissal and forfeiture of the travel deposit. For full details see Code of Conduct below. 2. This requires an extrovert personality, full of character, Christmas cheer with an ability to communicate with children and adults effectively. You must be highly creative and innovative, fun, passionate and enjoy work with children. You must be fully geared up for walking through the woods, with children, and spend a lot of time outdoors in freezing temperatures. It is only through doing this that you will show the children where Santa lives! 3. The primary objective of the vast majority of our guests is to visit Father Christmas. Your role as Santa will be to welcome families, entertain children at
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Accommodation is on a shared
basis, dormitory rooms with up to 8 other people with bunk beds and
all times (both indoors and outdoors), speak to the children about their chirstmas wishes and general engage in a dialogue with the families. You will be responsible for some general administrative duties such as counting presents and maintaining the quality of decoration. 4. This is a highly rewarding role which will offer close interaction with children during their “one in a lifetime visit to Father Christmas”. You will have an integral role in making dreams become a reality. 5. You must be fully informed at all times about guest activities and timings related to both. 6. This role requires full work commitment, an open mind, and the ability to organise and communicate effectively at any level whilst been able to delegate and supervise accordingly. You will have to be creative, actively co-ordinate all your Santa activities with ground operations and activities through local reps, general ground ops staff as well as hotel staff. 7. You must liaise closely with your colleagues and suppliers to ensure that you are fully informed on all operational aspects. Clients will look to you as a point of information which means you must be fully aware and knowledgeable about all aspects of the trip including timings, activities and general local knowledge. 8. You will need to be able to resolve any client concerns in an instant and step into a situation and resolve it as and when necessary, you must be self motivated and confident in your abilities to deliver 101% customer satisfaction in creating and delivering an absolutely magical experience and fantasy! 9. Your job will include; (a) Maintaining, preparing and installing equipment around the hotel and satellite locations (b) Joinery, plumbing, electrics, welding and decorating (c) Maintaining the appearance of the hotel and satellite locations (d) Lighting fires, candles and issuing equipment (e) Shovelling snow from roofs and pathways (f) Driving vehicles in a calm, professional and safety conscious manner including snowmobiles, cars and minibuses to move guests, staff and equipment
(g) When on driving assignments being sure that you have full information about your client group, numbers names, hotels and other relevant information. (h) Working with clients and speak effectively in front of large groups of clients to deliver information. (i) Helping clients fit and collect thermal overalls and boots (j) Driving vehicles with trailers and operating straps to move equipment (k) Checking and maintaining all equipment used by clients (l) Working at the outdoor locations assisting with client activities and guiding clients around the locations whilst giving information. (m) You must encourage children especially to participate in all indoor and outdoor activities from tobogganing to Claus Christmas Crafts class (n) Stock maintenance: ensuring sufficient supplies of critical spare parts (e.g. light bulbs, fuses, toilet seats etc), tools, client equipment, numbers of childrens presents, sweets, candles etc. are available for the groups of any particular day. (o) Entertainment in the hotels (indoors and outdoors) and at the airport to provide a magic start to the holiday stay. One of the main areas of responsibilities will be during the activities days when you will have to ensure the optimum experience of each client. You may need to encourage children especially and participate in activities such as husky dog sledging, snowmobiles, or simple snow fun including snow man building, snow hockey, snow ball fight and snow shoeing (p) In addition to your maintenance activities you will be required to work in the hotel. Your hotel responsibilities will include housekeeping (room cleaning and linen changes etc) on change over days. Must be willing to step in other roles within the hotel organization that suddenly may become available (q) Jobs allocation as above as well as any other jobs as directed by the management whose decision in all matters is final 10. Please note that the position of Maintenance/Driver does not necessarily entail fulfilment of your own fantasies or “holiday expectations”. Furthermore, it is important to understand that the operational order of guest activities may cause an irregular working pattern with consecutive days of work. For guests it is a fantasy and a magical break but for all of us it is professional work and delivering and exceeding high customer expectations and service.
11. You will need to be highly self-motivated, work well under pressure, be a team player and confident in your abilities. You will need to have a good grasp of Finally have ability to any changes and planning, logistics, organisation and be able to make changes and decisions as and when necessary and most of time on the spot. communicate effectively, urgently and accurately
information/instructions to the team and customers efficiently so to ensure full and immediate implementation of any necessary changes.
DISCIPLINARY PROCEDURE 1. 1.1 Disciplinary sanctions In the event of any misconduct you will normally receive an oral warning (confirmed in writing) or a written warning. 1.2 If it shall have been necessary to warn you on more than two occasions or the misconduct in question is sufficiently serious, you may be dismissed on proper notice. 1.3 1.4 1.5. In the event of gross misconduct you may be dismissed without notice. The Employer reserves the right to enter the disciplinary procedure at any stage. For the purposes of these Rules: a. “Misconduct” shall include situations where the Employer reasonably believes you are guilty of carelessness, bad time keeping, equipment, poor performance, and improper other use of rudeness any behaviour
inconsistent with your duty to loyally and properly carry out your duties. b. “Gross Misconduct” shall include situations where the Employer reasonably believes you are guilty of theft, dishonesty, snowmobiles drunkenness, disobedience, driving
without helmet and other safety clothing, driving vehicles above the legal speed limits any action or behaviour, refusal to work or undertake reasonable tasks as directed by management which is likely to seriously damage the reputation or standing of the Employer, serious breaches of the Employer’s policies fighting and any other misconduct so serious that it would be unreasonable to expect the Employer to retain your service. All breaches of national laws are within this category.
c. A breach of the terms of your employment (including any rules made under those terms) may amount to either misconduct or gross misconduct depending on the severity of the offence. d. The following are examples of matters that will normally be regarded as misconduct and will be dealt with under our Disciplinary Procedure: (i) Minor breaches of the code of conduct in this handbook; (ii) Minor breaches of our policies; (iii) Minor breaches of your contract; (iv) Minor damage to, or unauthorised use of, our property; (v) Poor timekeeping; (vi) Time wasting; (vii) Unauthorised absence from work; (viii) Refusal to follow instructions; (ix) Smoking except in accordance with the Code of Conduct in this handbook. This list is intended as a guide and is not exhaustive. e. The following are examples of matters that are normally regarded as gross misconduct: (i) Serious breaches of the Code of Conduct in this handbook; (ii) Consumption of alcohol; (iii) Use of or being under the influence of illegal drugs; (iv) Making derogatory statements about Santa Safari or Transun Travel Limited on networking sites or other internet media or to customers, business contacts or other third parties; (v) Theft or fraud; (vi) Physical violence or bullying (vii) Deliberate and serious damage to property; (viii) Serious misuse of our property or name; (ix) Accessing internet sites containing pornographic, offensive or obscene material; (x) Repeated or serious failure to obey instructions, or any other serious act of insubordination; (xi) Unlawful discrimination or harassment; (xii) Bringing the organisation into serious disrepute; (xiii) Causing loss, damage or injury through serious negligence; (xiv) Serious or repeated breach of health and safety rules or serious misuse of safety equipment; (xv) Serious breach of confidence;
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(xvi) Acceptance of bribes or other secret payments; (xvii) Accepting a gift from a guest, supplier, contractor or other third party in connection with your employment without prior consent from your line manager; (xviii) Conviction for a criminal offence that in our opinion may affect our reputation or our relationships with our staff, guests or the public, or otherwise affects your suitability to continue to work for us; (xix) Possession, use, supply or attempted supply of illegal drugs; (xx) Serious neglect of duties, or a serious or deliberate breach of your contract or operating procedures; (xxi) Knowing breach of statutory rules affecting your work; (xxii) Harassment or discrimination against employees, contractors, guests or members of the public on the grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, disability, religion or belief, or age; (xxiii) Refusal to disclose any of the information required by your employment or any other information that may have a bearing on the performance of your duties; (xxiv) Giving false information as to qualifications or entitlement to work (including immigration status); (xxvi) Making untrue allegations in bad faith against a colleague; (xxvii) Victimising a colleague who has raised concerns, made a complaint or given evidence information (xxviii) Serious misuse of our information technology systems (including misuse of developed or licensed software, use of unauthorised software and misuse of e-mail and the internet); (xxix) Undertaking unauthorised paid or unpaid employment during your working hours; (xxx) Unauthorised entry into an area of the premises to which access is prohibited. This list is intended as a guide and is not exhaustive.
GRIEVANCE PROCEDURE 1. If you have any grievance relating to your employment you should raise the matter in writing initially with your manager unless your grievance involves your manager. You should set out the nature of and the circumstances surrounding your grievance, together with an explanation as to why you feel aggrieved. 2. Having enquired into your grievance your manager will invite you to attend a meeting to discuss your grievance with you. Following the meeting you will be informed of your manager’s decision, in writing, together with your right to appeal against that decision. 3. 4. At the meeting you may be accompanied by a fellow employee representative. If you are dissatisfied with the outcome of the meeting you may appeal against your manager’s decision in writing to the Senior Manager (unless the Senior Manager attended the first meeting). You should give full reasons for requesting an appeal and why you feel the original decision should not be upheld. An appeal meeting will be held at which you may again be accompanied by a fellow employee. Following the meeting you will be notified in writing of the decision which will be considered final. 5. You must take all reasonable steps to attend any meeting.
CODE OF CONDUCT General 1. While working for us you should at all times maintain professional and responsible standards of conduct. In particular you should: (a) observe the terms and conditions of your contract, particularly with regard to: (i) hours of work; (ii) confidentiality; (iii) non disparagement; (iv) uniform and resort materials (b) ensure that you understand and follow this Code of Conduct; (c) observe all our policies, procedures and regulations which are included in this Staff Handbook or notified to you from time to time by means of notice boards, e-mail, the intranet or otherwise; (d) take reasonable care in respect of the health and safety of colleagues and third parties and comply with our Health and Safety Policy; (e) comply with all reasonable instructions given by managers; and (f) act at all times in good faith and in the best interests of our business, guests and staff. 2. Failure to maintain satisfactory standards of conduct may result in action being taken under our Disciplinary Procedure. Smoking 3. You are not permitted to smoke indoors. Smoking indoors at any time is strictly prohibited by law. If you are found smoking indoors this will be regarded as gross misconduct and may lead to summary dismissal. 4. You are not permitted to smoke outdoors whilst you are on duty or whilst you are wearing or carrying any item by which you may be directly associated with the company. Alcohol 5. We operate a zero tolerance policy of alcohol at work. If you are found to be under the influence of alcohol during work this will be regarded as gross misconduct and will lead to summary dismissal. Staff will be randomly breathalysed on mornings before commencing work and at any other times as we see it fit.
Appearance 6. You are expected to appear clean, smart and professional at all times. Dishevelled or unclean appearance is unacceptable and a persistent failure to meet the required standards will be regarded as misconduct and will be subject to disciplinary procedures. 7. You will be required to cover any visible tattoos and body piercings. Behaviour 8. You are not allowed to take part in any unauthorised parties. If you organise or lead any unauthorised parties this will be regarded as gross misconduct any may lead to summary dismissal. 9. You must be willing to communicate with guests and fill gaps within any operational structure should the need arise. 10. You are expected to be self-motivated, confident in your abilities and a team player. 11. You are expected to be able to organise and communicate effectively and be able to delegate accordingly. 12. You are expected to provide a welcoming and friendly atmosphere for guests. 13. You are responsible for maintaining high standards of work, personal behaviour and conduct at all times. 14. You should not behave in a manner which may damage the Employer’s reputation or standing.
HEALTH AND SAFETY POLICY 1. Weather Conditions Lapland is a sub-Arctic region (less than 1,500 miles away from the North Pole!) where harsh weather and an Arctic desert climate create very specific work conditions. Apart from being very cold (the temperature can go as low as minus 50 centigrade and frequently can be minus 30 centigrade) it is very dry. As such drinking plenty of water is recommended as well as frequent use of lip balm. It is also an outstanding area of total wilderness, with the cleanest air and water in the world, known promoting health, as well as extraordinary, unique and the great outdoor activities. All that requires a great deal of physical fitness and a healthy body. 2. Policy statement We are committed to ensuring the health and safety of our staff and customers and to providing a safe environment for all those attending our premises. In particular we are committed to maintaining safe and healthy working conditions through control of the health and safety risks arising from our work activities by consulting with our staff and providing appropriate information, instruction, training and supervision and taking steps to prevent accidents and cases of workrelated ill health. 3. Who is covered by this policy? This policy applies to those working at all levels, including senior managers, employees and fixed-term employees, casual and agency staff (collectively referred to as staff in this policy). 4. What is covered by this policy? In accordance with our health and safety duties, we are responsible for: a. Assessing risks to health and safety and identifying ways to overcome them. b. Providing and maintaining a healthy and safe place to work and a safe means of entering and leaving our premises, including emergency procedures for use when needed. c. Providing information, instruction, training and supervision in safe working methods and procedures as well as working areas and equipment that are safe and without risks to health.
d. Ensuring that equipment has all necessary safety devices installed, that equipment is properly maintained and that appropriate protective clothing is provided. e. Promoting co-operation between members of staff to ensure safe and healthy conditions and systems of work by discussion and effective joint consultation. f. Regularly monitoring and reviewing the management of health and safety at work, making any necessary changes and bringing those to the attention of all staff. 5. 5.1 Personnel responsible for implementation of this policy The Senior Manager has overall responsibility for health and safety and the operation of this policy. The Senior Manager has been nominated as the Principal Health and Safety Officer with day-to-day responsibility for health and safety matters. 5.2 All staff must also recognise that everyone shares responsibility for achieving healthy and safe working conditions. You must consider the health and safety implications of your acts and/or omissions and take reasonable care for your health and safety and that of others. 5.3 Any health and safety concerns should be reported to the Principal Health and Safety Officer. 6. 6.1 Standards of workplace behaviour. You must co-operate with the Principal Health and Safety Officer, supervisors and managers on health and safety matters and comply with any health and safety instructions. 6.2 You must take reasonable care of your own health and safety and that of others by observing safety rules applicable to you and following instructions for the use of equipment (including safety equipment and protective clothing). 6.3 Any health and safety concern, however trivial it might seem, including any potential risk, hazard or malfunction of equipment, must be reported in writing to the Principal Health and Safety Officer or your line manager. 6.4 6.5 You must co-operate in the investigation of any accident or incident that has led, or which we consider might have led, to injury. Failure to comply with health and safety rules and instructions or with the requirements of this policy may be treated as misconduct and dealt with under our Disciplinary Procedure. 7. Information and consultation
We are committed to providing information, instruction and supervision on health and safety matters for all staff as well as consulting with them regarding arrangements for health and safety management. 8. 8.1 Equipment All staff must use equipment in accordance with operating instructions, Instructions given by managers and any relevant training. Any fault with, damage to or concern about any equipment or its use must immediately be reported to your manager. 8.2 8.3 Employees must ensure that health and safety equipment is not interfered with and that any damage is immediately reported. No member of staff should attempt to repair equipment unless trained and designated to do so. Failure to report damage to or a fault with equipment or failure to use it as directed may result in action under our Disciplinary Procedure. 9. 9.1 Accidents and first aid Any accident at work involving personal injury must be reported to the Principal Health and Safety Officer so that details can be recorded in the Incident Report Forms. All staff must cooperate with any resulting investigation. 9.2 9.3 Details of first aid facilities and trained first aiders are displayed on the notice boards. If you suffer an accident at work you (or someone on your behalf) must report that fact to the Principal Health and Safety Officer or your manager in writing using the Incident Forms as soon as possible. All accidents must be reported, however trivial. The accident will be recorded in our Incident Forms. 10. National Health Alerts operations and provide advice on steps to be taken by staff, in accordance with official guidance, to reduce the risk of infection at work as far as possible. Any questions should be referred to your line manager. 10.2 It is important for the health and safety of all our staff that you comply with instructions issued in these circumstances. Failure to do so will be dealt with under our Disciplinary Procedure. 11. Emergency evacuation and fire precautions of fire which are displayed on notice boards.
10.1 In the event of an epidemic or pandemic alert we will organise our business
11.1 You should familiarise yourself with the instructions about what to do in the event
11.2 You should also know where the fire extinguishers are; ensure that you are aware of your nearest fire exit and alternative ways of leaving the building in an emergency. 11.3 Fire wardens are responsible for the effective evacuation of designated areas. In the event of a suspected fire or fire alarm you must follow their instructions. 11.4 Regular fire drills will be held to ensure that our fire procedures are effective and to ensure you are familiar with them. These drills are important and must be taken seriously. 11.5 You should notify the Principal Health and Safety Officer or your manager as soon as possible if there is anything (for example, impaired mobility) that might impede your evacuation in the event of a fire. 11.6 If you discover a fire you should not attempt to tackle it unless you have been trained or feel competent to do so. You should operate the nearest fire alarm and, if you have sufficient time, call reception and report the location of the fire. 11.7 On hearing the fire alarm you should remain calm and walking quickly, not running, evacuate the building immediately following the instructions of the fire wardens. Do not stop to collect personal possessions, do not use the lifts, and do not re-enter the building until you are told that it is safe to do so. 12. Risk assessments General workplace risk assessments are carried out when required or as reasonably requested by members of staff or management. Managers are responsible for ensuring that any necessary risk assessments are undertaken and that recommended implemented. changes to the workplace and working practices are
Review of policy annually.
13.1 The Principal Health and Safety Officer will ensure that this policy is reviewed 13.2 We will continue to review the effectiveness of this policy to ensure it is achieving its stated objectives.
TRAINING 1 You will be provided will pre-season training.
2. It is your responsibility to attend the training course and your position is not guaranteed until you have successfully completed it. Snowmobile driving 3. You will be required to sign a snowmobile waiver and accept the excess payment in case of damage whilst a machine is in your possession. 4. You will be given full training on the use of snowmobiles. 5. It is illegal to drive snowmobiles on public roads and without a helmet 6. Snowmobiles are powerful and potentially dangerous machines. They must be driven with great caution and utmost care always at low or moderate speeds. 7. It is your absolute responsibly to ensure that machines are fully fuelled and that the safety checks shown during your training are carried out before each activity session. 8. You must absolutely refrain from careless or negligent driving which includes driving at speed, over terrain which may damage the machines or through engaging in acts which have the potential to result in injury. Driving vehicles 9. You will be required to sign a vehicle waiver and accept the excess payment in case of damage whilst a vehicle is in your possession. 10. You will be given full training in driving in the arctic conditions 11. It is you responsibility to ensure that vehicles are kept clean and that all rubbish is removed from the interior. 12. All vehicles must be driven strictly in accordance with national laws and speed limits must be observed. Fulfilment of roles 13. You will be given specific guidance and training on your specific role 14. It is a mandatory requirement that you disclose any information which may preclude you from carrying out the role for which you have been selected.
ACKNOWLEDGEMENT I hereby acknowledge receipt of the Employee Handbook which I have read carefully, understood and all accepted. Signed ……………………………………………………… Date…………………………………….. Home address ………….............................................................................................. Home phone number ………………………………. Mobile phone number………………………………. Email address……………………………………………