Staff Guide 2013

Staff Guide

www.worthingleisure.co.uk

http://www.worthingleisure.co.uk

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Indexn Welcome to Worthing Leisure

n Who we are

n Your details

n Our values

n Creating the right impression

n Essential training

n Staff discounts/concessions

n Policies and procedures

n Rewards and recognition

n Social media and website

n Staff structure

n Aspirations

n The 6 Cs and you

n Your pay

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...to Worthing Leisure and to playing a valuable role in the overall operation of our 4 sites. Helping our customers enjoy their leisure experience with the highest quality of customer service is key to our success and you play a major role in the delivery of this.

This guide is designed to help you settle in to your new role within Worthing Leisure, and during your induction, you will be introduced to some of the basic policies to which we work. This will help you to quickly and efficiently fulfil your role within the team and to get the most out of your job. We are all here to help you so please ask if you are not sure.

It is an exciting time to work in the leisure industry, you have the opportunity to change peoples lives for the better by making them fitter and healthier and improving their quality of life. This is a vibrant, exciting and challenging industry and there are many career opportunities for you here at Worthing Leisure.

So we welcome you and hope that you value your new job as we value you and that you find it to be an exciting and rewarding role.

Duncan AndersonGeneral Facilities Manager

Welcome

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The Leisure and Cultural Services of Worthing Borough Council consists of four sites which serve over 100,000 residents of Worthing Borough and beyond. All our sites are located near one of the main rail stations and have free car parking facilities.

Splashpoint Leisure CentreWorthing’s fantastic modern leisure facility – Splashpoint.

With 3 indoor pools, a 100 station state of the art gym with panoramic views, two fitness studios, health suite, café, and sun terrace with outdoor paddling pool, Splashpoint really does offer the ultimate leisure experience.

Splashpoint opened in May 2013 and replaced the Aquarena that was 45 years old. It cost £19.7m to build and in the first year we have seen usage double compared to the Aquarena

Davison Leisure CentreIs a dual use site and part of Davison girls’ school. The site is open to the public from 5.15pm on weekdays and all day during weekends and holidays. It has outdoor tennis and 5-a-side courts, badminton courts, fitness suite and a studio.

Field PlaceIs a Grade II listed building. It has four buildings with meeting rooms, a theatre/ function room, tennis courts, model railway, bowling greens, petanque, pottery and arts room. Over 100 people got married at Field place in 2013.

Worthing Leisure CentreBuilt in 1972, it is the largest of our four sites with the following facilities: double sports hall, squash courts, fitness studio, spinning studio, weights room, fitness suite with wet area, soft play, bar, café, function room, range, astro turf and athletics track.

Who are we

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Food and beverageOur Food and Beverage department has grown in the last 5 years and currently achieves a turnover of over £½ million. We employ over 50 staff across all Food and Beverage from catering assistants to supervisors, waiters and bar staff.

Fit4Fit4 is Worthing’s all inclusive package and has seen substantial growth since it started in 2005 from 1300 to over 8000 members.

The membership is to all four sites and includes classes, gym, swim and racquet sports at very reasonable staff costs per month. This is also available to direct family members at the same price.

Fit4 employs over 100 staff across the four sites from Fitness instructors to group exercise instructors and membership advisors to fitness managers.

FIT4 - Who qualifies for staff concession rate:

Husband/wife/partner living at the same address

Brother/sister

Son/daughter

Who does NOT qualify:

Partner living at a different address

Grandchildren

Sister-in-law/brother-in-law

Son-in-law/daughter-in-law

Niece/nephew

Cousin

Friends

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Please complete the sections below:

Name ....................................................................................................

Position .................................................................................................

Home Site .............................................................................................

Direct line manager ...............................................................................

Contact number of above .....................................................................

Facility manager ....................................................................................

General facilities manager .....................................................................

Centre phone number ...........................................................................

Worthing leisure website .......................................................................

Your details

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We will always try to put the customer first We will be open, honest and friendly in all our contact with you. We will endeavour to improve quality of service for our customer.

Quality customer service We will try to answer the phone within 6 rings during low use periods. We will answer customer comments within ten working days.

Product knowledge Our staff will always know, or have access to, all relevant information on the products and services that we offer. If we don’t we will find out the information and reply to our customers later.

Presentation All staff will present themselves in a neat, tidy and professional manner. We will maintain the building in a clean and hygienic condition. We will invest in equipment to meet the customer’s needs.

Staffing We will ensure that all our staff are appropriately and professionally qualified. All our staff will be visible through the wearing of distinctive uniform and name badges.

Environment We are committed to delivering a healthier and greener future. We endeavour to be environmentally friendly with regards to recycling and purchasing energy efficient products.

Programming We will develop an attractive programme of activities attempting to meet the needs of all members of the local community.

Continuous improvement We will strive to make each visit better by continually reviewing our activities and procedures.

Attitude We are committed to treating all our customers and staff with respect and in the manner in which you yourself would wish to be treated. If you witness any member of staff not meeting our values, please report this to your line manager, so that we can improve our standards.

Our valuesmore

peoplemoreoften

moreactive

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Offer a warm and friendly welcome every time.You will probably have heard the sayings ‘you only get one chance to make a first impression’ and ‘first impressions are lasting impressions’.

Each and every employee at Worthing Leisure should create a lasting impression of friendly and efficient service by the way they dress, speak, listen and behave within and around our four sites. The added value of friendly, helpful, knowledgeable staff members really does make a difference.

When you are wearing your uniform, customers believe you are working and so you should always be prepared to help out other staff members, even if it is not in your job role. Even out of uniform, both customers and staff will expect you to behave appropriately.

Personal image, conduct and presentation show a lot about someone, and in our leisure business, this can reflect the type of organisation we are and the perception of our brand.

You should always:

Be ready to start work on time.

Turn up for work, alert and physically fit.

Look ahead of your shift; anticipate problems before or during your shift.

Always put customers first.

Wear your provided uniform with pride: clean and ironed.

Wear your uniform appropriately and polo shirts should be tucked in.

Always wear your name badge.

Ensure that eating and drinking are done during breaks and staff should not be chewing gum whilst wearing uniform.

Please do not smoke on council property.

Mobile phones should not be used for private calls whilst on duty.

Creating the right impression

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Some of these details will be covered in the H&S induction so may just need a 5-10 minutes job chat.

HEALTH & SAFETY

Worthing Leisure Centre

Splashpoint Leisure Centre

Davison Leisure Centre

Field Place

NOP & EAP given out

1st Aiders

Accident Reporting

Alarms – Fire

Alarms – Disabled toilets

COSHH Arrangements

Risk Assessment

DSE Assessment – AWOL

Manual Handling Arrangements

Training courses attended(MUST BE ATTENDED)

Month/ Year

Manager’s Comments

Equalities & Diversity Course (AWOL)

Customer Care Course (½ day) or AWOL

Presentation for Worthing Leisure. (1 hour)

Health & Safety Training

Tour of sites

Essential training

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Questions:

1) Name two other qualified 1st Aiders in your centre .............................................................................................................

2) If an accident occurs, what forms should you fill out? .............................................................................................................

3) On the sound of the fire alarm, what is the first action that you should take? .............................................................................................................

4) What kind of ‘check’ should be carried out before a major event? .............................................................................................................

5) What does the fire alarm sound like at your centre? .............................................................................................................

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SPLASHPOINT Prices from April 2013 Available for

Activity Staff Discount Current Staff price Comments SP WLC DAV FP WBC/ADC

Public Swimming - Term Time 100% 0Free use for up to 4 members of your family.

l Concession rate

50% £1.8550% off members rate available for up to 4 members of family

l l l Concession rate

Public Swimming - Holidays 100% 0Only available for staff - Family need to pay £1.85

l Concession rate

50% £1.85 Family x 4 pay 50% of members rate l l l Concession rate

Swimming Lessons Staff Fit4 £12.50 per month With Fit4 membership lessons are free l l l l Normal rate

Child l l l l

Adult l l l l

Watersplash 25% Free to Junior Fit4 l l l l

Lifesaving 25% l l l l

Parent & Baby 25% Free to Junior Fit4 l l l l

Pool Parties 25%Available for (Son, Daughter, Grandson or Grand Daughter)

l l l l Normal Rate

Café food (WLC and SP) 25% Various This does not apply to all products l l l l Normal Rate

Tea and Coffee free for meetings with guests outside of Centre

Aerobics 50% £2.08Only available to staff - Fit4 free (Instructors use classes Free)

l l l l 25% off with card

Higher rate classes 50% £2.38Only available to staff - Fit4 free (Instructors use classes Free)


Fitness Day Pass Free Use £0Zero hrs and non contracted staff only use gym on day they work

l Normal rate

Staff from other venues 50% £4.00 l l l Normal rate

Any other prices or activities are done so at the discretion of the Manager.

Staff discounts/concessions

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SPLASHPOINT Prices from April 2013 Available for


Public Swimming - Term Time 100% 0Free use for up to 4 members of your family.

l Concession rate

50% £1.8550% off members rate available for up to 4 members of family

l l l Concession rate

Public Swimming - Holidays 100% 0Only available for staff - Family need to pay £1.85

l Concession rate

50% £1.85 Family x 4 pay 50% of members rate l l l Concession rate

Swimming Lessons Staff Fit4 £12.50 per month With Fit4 membership lessons are free l l l l Normal rate

Child l l l l

Adult l l l l

Watersplash 25% Free to Junior Fit4 l l l l

Lifesaving 25% l l l l

Parent & Baby 25% Free to Junior Fit4 l l l l

Pool Parties 25%Available for (Son, Daughter, Grandson or Grand Daughter)

l l l l Normal Rate

Café food (WLC and SP) 25% Various This does not apply to all products l l l l Normal Rate

Tea and Coffee free for meetings with guests outside of Centre



Higher rate classes 50% £2.38Only available to staff - Fit4 free (Instructors use classes Free)


Fitness Day Pass Free Use £0Zero hrs and non contracted staff only use gym on day they work

l Normal rate

Staff from other venues 50% £4.00 l l l Normal rate

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WLC, DLC, FIELD PLACE Available for


Holiday Activities (all venues)50% off

Members RateVarious

This is for family members only and can only be booked after online booking advantage of one week has finished.

l l l l Normal rate

Badminton (DLC & WLC)50% off

Members Rate£4.35 Fit4 & discount at off peak times l l l l 25% off with card

Squash50% off

Members Rate£2.28

This price is 30 minutes squash Fit4 & discount at off peak times


Weights Room 100% £0Zero hrs and non contracted staff only use gym on day they work

l25% off with card

Staff from other venues 50% £2.38 50% off to other centres £2.38 l l l



Higher rate classes £2.38Only available to staff - Fit4 free (Instructors use classes Free)


Crèche No Discount £3.30 Fit4 Juniors Free l l l l Normal Price

Tennis 50% £2.90 Fit4 & discount at off peak times l l l l 25% off with card

Amazon Adventure 50% £1.95 For up to 4 children with member of staff l l l l Normal Price

Shaftesbury Room £75For family and partners - only book 6 months in advance

l l l l l

Room Hire Field Place 20% Various l l l l Normal Price

Function Hire of facility 10% Various Pavilion or Barn l l l l Normal Price

Catering 0% All food must be paid for at full price unless agreed in advance

Davison Leisure Centre Gym 100% £0 l Normal Rate

Staff from other venues 50% l l l

Fitness Suite Worthing 100% £0Zero hrs and non contracted staff only use gym on day they work l l Normal Rate

Staff from other venues 50% £4.00 l l l

Any other prices or activities are done so at the discretion of the Manager.

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WLC, DLC, FIELD PLACE Available for


Holiday Activities (all venues)50% off

Members RateVarious

This is for family members only and can only be booked after online booking advantage of one week has finished.

l l l l Normal rate

Badminton (DLC & WLC)50% off

Members Rate£4.35 Fit4 & discount at off peak times l l l l 25% off with card

Squash50% off

Members Rate£2.28

This price is 30 minutes squash Fit4 & discount at off peak times


Weights Room 100% £0Zero hrs and non contracted staff only use gym on day they work

l25% off with card

Staff from other venues 50% £2.38 50% off to other centres £2.38 l l l



Higher rate classes £2.38Only available to staff - Fit4 free (Instructors use classes Free)


Crèche No Discount £3.30 Fit4 Juniors Free l l l l Normal Price

Tennis 50% £2.90 Fit4 & discount at off peak times l l l l 25% off with card

Amazon Adventure 50% £1.95 For up to 4 children with member of staff l l l l Normal Price

Shaftesbury Room £75For family and partners - only book 6 months in advance

l l l l l

Room Hire Field Place 20% Various l l l l Normal Price

Function Hire of facility 10% Various Pavilion or Barn l l l l Normal Price

Catering 0% All food must be paid for at full price unless agreed in advance

Davison Leisure Centre Gym 100% £0 l Normal Rate

Staff from other venues 50% l l l

Fitness Suite Worthing 100% £0Zero hrs and non contracted staff only use gym on day they work l l Normal Rate

Staff from other venues 50% £4.00 l l l

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FIT4 - NO JOINING FEESTAFF DISCOUNT

AnnualIndividual

AnnualJoint

Monthly DD

Individual

Monthly DD

Joint

Field Place staff £150 £300 £12.50 £25

Splashpoint staff £150 £300 £12.50 £25

Davison staff £150 £300 £12.50 £25

Leisure Centre staff £150 £300 £12.50 £25

WBC Staff £252 £504 £21 £42

FIT4 JUNIOR MEMBERSSTAFF DISCOUNT

AnnualDirect Debit

Payment

Field Place staff £150 £12.50

Splashpoint staff £150 £12.50

Davison staff £150 £12.50

Leisure Centre staff £150 £12.50

WBC Staff £252 £21

Volunteers may be entitled to discount, subject to the hours volunteered.

All the discounts in this document are priced in accordance to the prices on April 1st, 2013.

All these discounts are subject to the management discretion.

Any abuse of these discounts may result in all privileges being taken away.

Staff must have worked 3 months to be entitled to Fit4 discount.

FIT4 - Who qualifies:

Husband/wife/partner living at the same address

Brother/sister

Son/daughter

Who does NOT qualify:

Partner living at a different address

Grandchildren

Sister-in-law/brother-in-law

Son-in-law/daughter-in-law

Niece/nephew

Cousin

Friends

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How do I get training?/Performance managementEnsuring that staff are developed and supported at their work is vital to ensure commitment to Worthing Leisure and the Council. You should have regular 1-2-1 with your manager and an annual performance development review. If you are not getting regular 1-2-1’s from your line manager please contact the Facilities General Manager.

All staff are supported with training in their role and your line manager will talk you through a training plan as part of your induction.

What happens if I do something wrong?The Council take very seriously when members of staff do not perform appropriately and has a Disciplinary Policy to address any issues raised and bring staff back on track.

With any incident full investigations will take place and you will have an opportunity to provide an explanation.

What do I do if I am unhappy in work?At Worthing Leisure and the Council we want people to be happy at their work. If this is not the case, then we have an Employee Assistance Programme called the EAP and the contact details for them are 0800 282193. We encourage staff to speak to their direct line manager in the first instance and hope that any issues can get resolved at this stage. For this the Council has a ‘dignity at work policy’ which refers to appropriate standards of conduct between members of staff. If you feel that you are being unfairly treated or bullied then you are asked to raise this as soon as possible. The Council has mediation available or can take necessary action as required.

If however you want to formally raise a complaint, then the Council has the Grievance policy. This can be found by calling Human Resources on 01903 239999.

Policies and procedures

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What do I do if I feel unwell?If your unwell on a day that you are due to work then you must notify your manager in advance of your start time by ringing in. Only if you can not ring in yourself then you must get someone to do this on your behalf. Text messages or emails are not acceptable unless agreed with line manager. It is our duty of care to ensure that you are well enough to undertake your duties. Please confirm sickness absence reporting details for each centre and post with your line manager.

If your health is suffering then you can be seen by Occupational Health, alternatively you can talk things through with Human Resources on 01903 239999 or the confidential Employee Assistance Programme (EAP) on 0800 282193.

Child Protection / Vulnerable AdultsIf you have any concerns about a child or Vulnerable Adult then the Council has designated officers to help deal with this. The people too contact are Duncan Anderson, Facilities General Manager or Emma Richmond, Human Resources. It is not your role to take any further action unless anyone is in immediate danger and then discuss it with you line manager straight away.

Whistle blowingIf you see anything that you do not feel comfortable about at work in relation to working practices then the Council has a Whistle blowing policy. This is open to all employees to raise a concern confidentially. By contacting Duncan Anderson or Emma Richmond

If you would like a copy of any of the policies mentioned above please speak to your line manager who can print a copy off for you or send you a link.

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Employee Award SchemeWe run an employee award scheme where members of staff can nominate others for their work within the centres. It is then decided at the managers meeting who is to be awarded.

Staff Suggestion SchemeThe staff suggestion scheme is purely for staff to suggest ways that our services, products or even the building can be improved.

Questions:1. Name three benefits to being a Fit4 member? ...............................................................................................................

2. Who is the Facilities General Manager of your site? ...............................................................................................................

3. Name two activities that can be booked at Field Place? ...............................................................................................................

4. Which of our four sites has squash courts? ...............................................................................................................

Rewards and recognition

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5. Name the Facility Manager of Splashpoint? ...............................................................................................................

6. Name three water based activities that customers can book onto? ...............................................................................................................

7. Which of our four sites run holiday programme activities for children? ...............................................................................................................

8. How many days in advance can a non-member book for classes? ...............................................................................................................

9. Name three types of children’s party that Worthing Leisure offer? ...............................................................................................................

10. Complete the tag line on the logo “Fit4, More People, More Active, More? .....................................................................................................

11. Name five classes that Fit4 offer? ...............................................................................................................

12. Who is the Facility Manager at Davison? ...............................................................................................................

13. Which of our four sites caters for large functions? ...............................................................................................................

14. What time does Davison Leisure Centre open? ...............................................................................................................

15. Which of our centres has a crèche? ...............................................................................................................

16. When did Splashpoint open to the public? ...............................................................................................................

17. Which of our four sites has a café? ...............................................................................................................

18. At which sites can customers book onto tennis? ...............................................................................................................

19. Who is the Facility Manager at Field Place? ...............................................................................................................

20. Which site can you get married at? ...............................................................................................................

21. Who is your direct line manager? ...............................................................................................................

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Questions about the website1. Name two events that are advertised on the website ...............................................................................................................

2. Name three clubs that are affiliated with Worthing Leisure ...............................................................................................................

3. Name two kinds of fitness news that the website informs you of ...............................................................................................................

4. Can non-members log onto the site to book classes? ...............................................................................................................

Social Media do’s and don’tsDo

Become a friend of Worthing leisure.

Promote our sites.

If replying to comments about our venues on social media, follow the rules below and stick to the facts.

Don’t

Put derogatory comments about work on any social media site.

Get drawn into an argument on social media about our business.

Post offensive material online.

Share confidential information about work on social media sites.

Talk about other staff in a detrimental way on social media sites.

Social media and website

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Worthing Leisure

Staff Structure 2013-14

Duncan Anderson Facilities

General Manager

C. Hunter Fitness &

Sales Manager

L. Nurse Business Development

Manager

Business Development

Officer

Vacant F&B

Manager

Catering Management

Team

C. Bladen Operations Manager


Management Team

M. Haggart Davison

Facilities Manager

M. Byerley Field Place

Facilities Manager

Field Place Management

Team

N. Matthews Splashpoint

Facilities Manager

Splashpoint Management

Team

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Volunteers

Work Experience

Modern Apprenticeships

Customers

Fitness and Sales Line

Management

F&B Team Leaders


Line Management

Team


Line Management

Team

Field Place Line

Management Team

Splashpoint Line

Management Team

Field Place Bars and catering

Splashpoint Bars and catering

Worthing Leisure Centre Bars and catering

Vending across all sites

Holiday Scheme

Junior Courses at Worthing Leisure Centre

Fitness Advisors

Group Ex Instructors

Membership Advisors

WLC Frontline staffChildren's Activities

CoachesF&B

Fitness

Davison Frontline staff

Coaches

Fitness

Field Place Frontline staff

Coaches

F&B Fitness

Splashpoint Frontline staff

Coaches F&B FitnessModern Apprenticeships

Volunteers

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We understand that everyone that joins Worthing Leisure has different aspirations to help us identify our future talent.

Please tell us your aspirations?

.................................................................................................................................

.................................................................................................................................

.................................................................................................................................

Current position ........................................................................................................

What do you want to be doing in two years from now?

.................................................................................................................................

.................................................................................................................................

.................................................................................................................................

What do you want to be doing in five years from now?

.................................................................................................................................

.................................................................................................................................

.................................................................................................................................

Aspirations

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CandourFeeling free to speak out about poor and unacceptable standards of service and work without fear of repercussion. Nothing is off the record if it is in the customer interests. • Developing trust between colleagues • Encouraging staff to feel comfortable about raising issues and concerns at work • Encouraging open communication throughout the Councils

CapabilityAll staff having the right skills and resources to improve their performance and develop themselves. • Ensuring staff are provided with the resources to do their job properly • Ensuring staff get the training you need to do their job to the best of their ability • Ensuring staff get an opportunity to review their performance and development

Continuous ImprovementDrive continual improvement and efficiencies in services. • Encouraging staff to constantly look for ways to improve how we work • Striving to improve the ‘value for money’ we deliver? • Having the confidence to try new ways of doing things even if they are unproven • Streamlining jobs and tasks (Stop doing low value tasks – free up time to focus on high value work to make job more secure.)

Customer OutcomesThe focus and priority is always on the customer. • Customer satisfaction always a high priority for teams • Regarding colleagues/councillors as customers and treat them accordingly

Commercial AwarenessFocus on developing an innovative, entrepreneurial culture to encourage staff to embrace commercial opportunities. • Encouraging each other to seek out and seize commercial opportunities • Being confident in challenging suppliers to get the best value when procuring goods and services, and dealing with contracts

CommunitiesWorking in partnership with our communities to deliver great leisure facilities and actively support and take part in community events such as: • Carnivals • Fetes • Open days

The 6 Cs and you!

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Pay dateAll staff are paid on the 15th of each month, unless that day is a weekend, or a bank holiday. When the 15th falls on any of those days, you will be paid on the next working day following the 15th of the month. Contracted hours are paid on the 15th for the 1st - 15th of that month and any additional hours or casual hours are paid in the following month.

Time SheetsYou must record ALL hours worked on a timesheet, which must have your name, the dates you have worked and your signature on it. All shifts must be signed by the DM/supervisor at the end of each shift. If these things are missing, your timesheet cannot be processed.

PensionIf you are contracted, you are eligible to join the Local Government Pension Scheme (LGPS). When you begin a contract, you will be required to complete a pension form for each contract you have, even if you do not wish to join. You can use the form to opt out, and complete another form at any time if you want to join at a later date. Your payments towards your pension will be listed in the deductions column on your payslip.

Pay slipsYour payslips are issued by Town Hall each month, and will arrive at your base site around the 15th of each month. At Splashpoint, they are kept in the blue tray underneath the key cabinets in the first floor office. Please ensure you collect your payslip each month. In May, you will also receive your P60 end of year statement. Keep this safe, you will need it if you have to reclaim tax.

Your pay- useful information

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Notes

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Shaftesbury Avenue • Worthing • BN12 4ET • Tel: 01903 502237

Selborne Road • Worthing • BN11 2JX • Tel: 01903 204668

Brighton Road • Worthing • BN11 2EN • Tel: 01903 231797

The Boulevard • Worthing • BN13 1NP • Tel: 01903 244034

www.worthingleisure.co.uk



Splashpoint Leisure Centre

Field Place

http://www.worthingleisure.co.uk

Staff Guide 2013

Documents

Transcript of Staff Guide 2013