Employee Manual
For
Ramblewood Country Club
200 Country Club Parkway
Mount Laurel, NJ 08054
Effective 3/25/03
COPY WRITTEN! MAY NOT BE REPRODUCED WITHOUT WRITTEN
PERMISSION OF THE OWNER Ramblewood Country Club (RCC).
This a handbook and guide to company policies and benefits
And is not to be construed as an employment contract.
C:\mydata\employee manual 032503.wpd
Table of Contents
Employee At-Will Statement .................................. 2
Message from the President ................................... 3
Mission Statement ................................................. 4
Ramblewood Core Values ...................................... 4
Introduction.......................................................... 5
History and Facts .................................................. 6
Philosophy and Expectations .................................. 7
This Employee Manual ........................................... 8
Absenteeism and Lateness..................................... 9
Accident/Incident Reports ...................................... 9
Affirmative Action.................................................. 9
Alarms.................................................................. 9
Alcohol And Drug Use ............................................ 9
Anti Harassment ................................................... 9
Appearance And Uniforms ................................... 10
Attitude .............................................................. 10
Benefits .............................................................. 10
Cell Phones ......................................................... 10
Company Property .............................................. 10
Complaint by Employees...................................... 10
Complaint by Guests ........................................... 11
Interest .............................................................. 11
Cost Control........................................................ 11
Customer Relations ............................................. 11
Customer Service ................................................ 11
Directions, Road.................................................. 12
Disciplinary Policy................................................ 12
Emergency Closings ............................................ 12
Employee's Bill of Rights ...................................... 12
Employer Employee Agreements .......................... 12
Employee Food and Beverage .............................. 12
Employee Status Change ..................................... 12
Equal Employment Opportunity ............................ 13
Firearms/Weapons .............................................. 13
Friends/Visitors ................................................... 13
Gambling ............................................................. 13
Gratuities, Gifts Or Rebates ................................... 13
Honesty And Accuracy .......................................... 13
Insubordination .................................................... 13
Introductory Period ............................................... 13
Job Descriptions ................................................... 13
Lightning.............................................................. 14
Meal Breaks ......................................................... 14
Money Handling ................................................... 14
Off Duty ............................................................... 14
Orientation ........................................................... 14
Overtime .............................................................. 14
Parking ................................................................ 14
Pay Corrections .................................................... 14
Day/Period ........................................................... 14
Personal Property ................................................. 14
Safety and Fire Prevention .................................... 14
Safety and Fire Prevention Do=s and Don=ts .......... 15
Seniority .............................................................. 15
Sexual Harassment ............................................... 15
Smoking .............................................................. 15
Telephone Answering Forwarding and Messaging ... 15
Time Keeping ....................................................... 15
Work Schedule ..................................................... 16
Employee At-Will Statement
I understand that Ramblewood Country Club operates as an At Will Employer. This means that either the
employee or Ramblewood Country Club may terminate the employment relationship at any time with or without
reason.
I understand that no manager or representative of the Company, other than the President, has any authority to
enter into any agreement for employment or to make any agreement contrary to the foregoing.
The only exception to Ramblewood Country Club=s At Will Policy would be if the President signs a specific
document with an employee that specifically states that the At-Will Policy is being changed.
______________________________
Signed:
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Message from the President
Dear Fellow Employee:
Welcome to Ramblewood Country Club. We are very pleased that you have joined our organization and have
become a member of our team.
You are an important part in the success of our organization, and we hope that your association with us will be
pleasant and rewarding.
This handbook is designed to assist you in understanding the policies and procedures of the country club; the
handbook applies to all full time and part time employees.
If you have questions after reading the information, please do not hesitate to ask your supervisor or a member of
the management team. If you still feel that you need additional information, then feel free to see me.
You are now a part of our dynamic team; we look forward to working with you.
___________________________________
John Goodwin, President
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Mission Statement
We are dedicated to making our guests feel delighted to be at Ramblewood Country Club and to feel completely
comfortable by using a friendly, upbeat manner and by providing them with cheerful and prompt service,
excellent product and clean, well-kept facilities.
Our guests ultimately experience everything you do. If you are dicing carrots, giving directions, answering a
phone, cleaning carts, preparing an invoice, do it the best you can with the understanding that you are
contributing to the guests' enjoyment.
Ramblewood Core Values
Our PRODUCT is hospitality. Our guests can golf anywhere. We will deliver the best quality service possible.
We are a team. We are a united front. We all look good together or we all look bad together.
We treat each other and our guests with the utmost respect and courtesy.
There are no problems, only challenges. We will take ownership of any guest service issue. We will never tell a
guest, AThat=s not my department.@
We act guest first. Guests always win the moments of truth. We gain nothing and lose everything by telling a
guest they are wrong.
Hospitality is a way of BEING. It is not an option. We are ON STAGE and must ACT THE PART at all times of an
enthusiastic and willing service provider.
We are committed to growth as a COMPANY, as TEAM MEMBERS and as INDIVIDUALS.
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Introduction
Ramblewood Country Club (RCC) has been successfully providing golf, catering and swimming services to our
community for over 35 years. Our emphasis has always been on quality. We have an outstanding reputation and
are best known for our excellent products and friendly, helpful service. This is what differentiates us from our
competitors.
All aspects of a Guest=s experience at Ramblewood should be governed by superior quality of products and
services. As a leader in our industry, Ramblewood has great potential for growth and to set the standards by
which all other clubs will be measured. To achieve that potential, RCC must have a team that is second to none.
Our employees strive hard and go the extra step to ensure RCC goals are met without sacrificing the quality of
service for which we are known.
Ramblewood very deeply wishes to provide the best Golfing, Dinning and Swimming experiences and facilities to
our guests and the friendliest, cheeriest and most enthusiastic Customer Service while maintaining fiscal efficiency
(in our market in our price range). ALL EMPLOYEES WILL WRITE A VISION FOR YOU. HOW DO YOU PICTURE
YOURSELF AS PART OF THE COMPANY VISION?
To this end every employee must adhere to the following simple policies
1.Keep the golf course, the dinning room, the pools, the pool building, the parking lot, and equipment clean and
in excellent condition.
2.Always smile, be cheerful, friendly and enthusiastic and be sensitive to our guests.
Remember, a positive pleasant reception can produce a harmonious relationship that can exist for years. On the
other hand, initial misgivings can deepen in complete discouragement if a guest=s early experience is unpleasant.
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History and Facts
Harry and Richard Goodwin conceived the Ramblewood Country Club and community in the late 1950's. In 1960
ground was broken for the homes and shortly thereafter the country club opened. The club has been owned and
operated by the Goodwin family (now in it=s third generation) from the very beginning.
The total property is about 220 acres including the golf course, clubhouse, pool complex and parking lot for about
525 cars. Located one mile from exit four of the New Jersey Turnpike, we are 25 minutes from center city
Philadelphia, 60 minutes from Atlantic City, 90 minutes from New York City and 2 2 hours from Washington, D.C.
Ramblewood is ideally located to serve a large metropolitan area with easy access to all of the areas major
highways.
It is very easy for a person to use Ramblewood=s facilities. One may purchase a membership for the golf or
swimming or may pay for each individual usage. To use the clubhouse and catering facility, one does not need to
be or know a member. We are completely open to the public. In fact, we are one of the few public country clubs
that provides the facilities and services of a private club.
Ramblewood Country Club is a very unique 27-hole championship golf course. Normally courses are 18 holes.
The extra 9 holes allows us to run golf events any time of the day or week for any size group that could not fit on
an 18 hole course. The added flexibility and size capacity are features that prospective customers find most
appealing.
Complimenting the golf course is a 10,000 square foot clubhouse complete with three dinning rooms, a golfer=s
restaurant and bar, a full-service kitchen, licensed beverage service, men's and ladies locker rooms and the
administrative offices. Ramblewood has catered affairs for groups of all sizes exceeding 400 people.
The pool complex is approximately 10 acres. The pool complex consists of four pools situated in a park-like
setting with lots of greenery, trees and gardens, a snack bar (serving hot and cold foods), men=s and ladies
lockers, tennis and volley ball. The Ramblewood swim club boasts two very successful swim teams and a junior
pre-team.
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Philosophy and Expectations
RCC=s commitment to its customers is to provide them with impeccable service. RCC=s commitment to our
team members (from management to line workers) is to develop them as an individual and as a contributing
team member. We recognize the individuality of each team member and we coach that team member to
contribute to the fullest, using his or her individuality.
Ramblewood Country Club has been successful in providing golf, catering and swimming services to our
community for over 35 years through our emphasis on quality. We have an outstanding reputation and are best
known for our excellence of product and friendly, helpful service, which differentiates us from our competitors. All
aspects of a person's experience at Ramblewood should be touched by superior quality of product and service; be
it the conditions of the course, the taste and presentation of food, friendly employees, clear pool water, etc. To
best take advantage of our growth opportunities, Ramblewood must have a work force that is second to none.
Our workforce must strive hard and go the extra step to please our customers while keeping the goals of
management in mind.
Our greatest asset are the people who work at Ramblewood Country Club. Each of us has dignity and a need for
pride and satisfaction in what we do. Through your satisfaction will arise enthusiasm and from your enthusiasm
our guests will enjoy their stay at Ramblewood to the maximum. We are committed to the development of each
individual employee as a person, a worker and as a team member. Our philosophy in developing employees is
not that of training, but of coaching.
Management has decided who our market is, and in so doing has set a high, attainable level of excellence that is
guaranteed by your conduct. Conduct is a bar that is ever raised by our fellow employees. Every time we jump
over the bar we raise it for the next person, and so on. We demonstrate our values by how we treat others and
by the example we set. For instance, if a person is absent and does not give us enough notice to replace them, it
hurts their fellow workers, the guests, management and ownership.
Truly, we will only succeed by respecting all people from vendors to employees to management TO THE FACILITY
to guests. This attitude coupled with sound financial planning will create an environment where growth
(personal, professional and financial) follows very easily.
We want to be perceived as the club that offers highly personalized service. Our goal is to be the best in our
market; the club that really cares about the unique, individual needs of each of its customers.
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This Employee Manual
This employee manual has been prepared to provide you an overview of policies and contains general information
and guidelines. It is not written in legal language and is not a contract, either express or implied, and therefore,
does not guarantee any fixed terms or conditions of your employment. Employees of Ramblewood Country Club
(RCC) are Aat-will@ employees. You may resign for any reason at any time and your employment is not for any
specific time and may be terminated at will, with or without cause and without prior notice. Although the
handbook reflects current information, RCC may modify these policies and guidelines should the need arise. This
handbook replaces all previously issued manuals and policy statements and makes all previous statements
regarding subjects covered in this manual null and void.
The handbook is not intended to be comprehensive or to address all possible applications of, or exceptions to, the
general policies described. Nothing can take the place of direct communication. If you have any questions
concerning applicability of a policy or practice, you should address your concerns to your supervisor or John
Goodwin, President
The purpose of a company manual is to provide the employer and employees with a systematic approach to
administering company policies and procedures. This manual is designed to clarify policies, job descriptions and
procedures for the good of our employees who will gain additional self-confidence by knowing that what they are
doing is what the company has deemed necessary for the good of our customers.
A second benefit of this manual is that it is a written record of our existing policies. Many new problems are
really old problems in disguise whose answer can be found in the company manual.
Following is an alphabetical listing of policies you will need to know to realize the excellence Ramblewood strives
to achieve for it=s guests and employees. Each policy listing consists of three parts: the alphabetical name, why
it is important and the actual policy. Understanding it=s need is essential to understanding why the policy exists
in the first place. If you need an explanation of any policy please feel free to ask any management team
member. Disregard for any policy will be immediate grounds for disciplinary measures, up to and including
discharge.
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Absenteeism and Lateness
Absenteeism and lateness jeopardize good customer service and place a burden on other employees. To
maintain a safe and productive work environment, and to provide the service our customers deserve, all
employees must be on the job at their scheduled time. RCC expects employees to be reliable and to be punctual.
If you find you cannot report to work at the scheduled time, you must personally notify your supervisor or
person-in-charge prior to your scheduled start time. It is your responsibility to arrange for your replacement. Call
everyone you work with first, and then call management to inform them of who is taking your place.
Accident/Incident Reports
Accidents and incidents will occur to which we need to respond quickly and with sensitivity. It is also very
important that we document what happened and what we did. Acting in a timely, professional manner (and
documenting it) can be the difference between being negligent or not being negligent. Every employee is
responsible for accurately filling out an Accident Report should you learn of an accident. If all of our
accident/incident reports are filled-out in a consistent, professional manner and we are forced to appear in court,
a judge and jury will clearly see that we are a well-trained, responsive team who does what they can to protect
the public that we are attracting to our facility.
You must assist when either an employee or a guest is involved in an accident (a health problem, personal injury,
damage to club property, personal property, a car, a home, etc.) or incident (such as a complaint or lost item).
Report any type of accident/incident involving an employee, a guest, home owner, passer-by, etc. When an
accident/incident occurs, fill-out an accident/incident report. All accidents or incidents should be reported
immediately.
The report will include the name, address, phone numbers of the claimant and any witnesses; location (pool,
locker room, club house); equipment description (chairs, tables, carts); equipment numbers; weather conditions,
etc. And a detailed chronological list of what took place: time of the occurrence, time we were notified, the time
we responded, what did we do, what happened, who saw it, etc. Ask the guest to explain what happened and
report the information in chronological order. Read the report back to the quest to ensure that he/she confirms
the information. Have the quest sign the report. Explain to the quest the information is for internal use and will
allow the club to take whatever action is necessary to correct the situation. Your primary concern is for the guest
or employee who have been involved in an incident. Listen carefully and take the time to calm the person.
Thank the quest for bringing the situation to your attention and help them on to their next activity. Inspect or
test the equipment to see if there is a problem and be sure to move damaged equipment out of the way. Any
employee who files a false accident or injury report will be subject to termination.
Affirmative Action
Ramblewood Country Club does not discriminate against an employee or applicant on the basis of race, color,
religion, sex, or national origin.
Alarms
Whenever there is an alarm determine quickly if the police should be called whether the alarm is in the
maintenance building, the cart shed, or this building, the clubhouse and whether it's a fire alarm or burglary.
Only a manager may turn off an alarm. If the alarm is a smoke detector, only the fire department may authorize
turning off the alarm.
Alcohol And Drug Use
It is the responsibility of both the Club and the Employee to maintain a safe, healthful and efficient working
environment. The use of drugs and alcohol poses a serious threat to the welfare of the Club, its employees,
customers and members of the public. Accordingly, RCC is committed to the principle of establishing and
maintaining a drug and alcohol free workplace (this language is not to be confused with alcohol that is served to
our guests). The use, distribution or possession of alcoholic beverages, illegal drugs or medically unauthorized
use of controlled substances while at work, on club business or on Club property is prohibited. Employees must
call out sick if they are using medication that impairs them in any way.
Anti Harassment
A persons ability to make a living should not be limited by fear or intimidation. RCC is committed to a work
environment where employees are able to come to work free of threatening, intimidating or harassing conduct,
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including sexual harassment, offensive language and behavior regarding an individuals sex, race, religion, color,
national origin, age, ancestry, physical disability, medical condition, or marital status. False complaints also are
violations of this policy, as well as any form of retaliation against an employee who brings forth a harassment
complaint. Please report any issues to your immediate supervisor. If you are uncomfortable going to your
supervisor, please see John Goodwin, the President of the club.
Appearance And Uniforms
Excellent service includes a neat and professional look. Uniforms and name tags are key to professionalism. All
employees of RCC are expected to appear clean, neat and professional. This means clean nails, body, hair, shoes
and clothes. Each employee's personal appearance is as important as the cleanliness and attractiveness of the
club. The uniform for your department will be decided by your department head. Life guards are to wear the life
guard uniform. The club will not hire or schedule people with body piercing other than earings. Always wear a
smile.
Attitude
A positive attitude is essential to excellent customer service; it is demonstrated by: enthusiasm, warmth, a
genuine hello and smile, punctuality, a professional look, adhering to company policy, and by being an additional
set of eyes, ears and hands for management. Quiet simply, a good, positive attitude is mandatory.
Benefits
Complimentary Greens and Cart Fees are available to all employees. Employees are entitled to play one round of
golf for each seven (7) hours of work, not to exceed two rounds per week. Play is limited to non-peak hours and
your tee time must be made through the Golf department head. Any guests of an employee must pay for their
greens and cart fees.
The following benefits are available to employees classified as Full-time.
Medical Plan- after ninety days of full-time employment you may join the company medical plan. At that time you
will be required to make full payment for your medical plan costs. After one year of full-time employment you will
be entitled to receive a co-payment for the medical plan costs that pertain only to you, not your dependents; the
current co-payment is 50% of the costs that pertain only to you, not your dependents. The company co-payment
rate at the time you become eligible may or may not be at this rate. Since the rates for medical insurance are
very volatile the co-payment rate may increase or decrease at any time. Should your employment terminate for
any reason you will be eligible, upon termination, for The federal Consolidated Omnibus Budget Reconciliation Act
(COBRA) which gives employees and their qualified dependents the opportunity to continue health insurance
coverage under RCC's health plan when a qualifying event would normally result in the loss of eligibility. Some
common qualifying events are resignation, termination of employment, or death of an employee; a reduction in
an employee's hours; a change in Employee Classification; a leave of absence; an employee's divorce or legal
separation; a dependent child no longer meeting eligibility requirements. Under COBRA, the employee or
beneficiary pays the full cost of coverage at RCC's group rates plus an administration fee. RCC will provide each
eligible employee with a written notice describing rights granted under COBRA when the employee becomes
eligible for coverage under RCC's health insurance plan.
Personal Time- after the following periods of Full-time classification the employee will be entitled to Personal
Time. Personal time is paid time off for sickness or any other reason you need time off from work. After 90 days
2 days, after 180 days 4 days, 1 year 5 days. A maximum of two unused days may be carried over to the next
year. For this policy a day is considered 8 hours. Personal Time will not be counted when computing over-time.
Holiday Pay- the following days are paid holidays: January 1st, Martin Luther King Day, President's Day, Good
Friday, Easter Sunday, Memorial Day, July 4th, Labor Day, Columbus Day, Thanksgiving Day, the day after
Thanksgiving and Christmas Day. If a Full-time employee works a paid holiday, that employee will receive pay for
the hours worked plus 8 hours holiday pay. Holiday pay will not be counted when computing over-time.
Vacation Pay- the paid vacation is available as follows: after 1 year, 5 days; after 2 years and after each
successive year, 10 days. Vacation time is earned at the end of each year, not as the year progresses. Vacation
requests must be approved by John Goodwin at least one month in advance. Vacation time off is paid at the
employee's base pay rate at the time of vacation. Upon termination of employment, employees will be paid for
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unused vacation time that has been earned.
Retirement Benefits
Retirement benefits begin to be earned after five years of full-time employment. The benefit will be paid on a
quarterly basis over a ten year period beginning at age sixty-five. At the end of your fifth year your benefit will
be computed at double your annual salary and an annual rate will be determined by dividing your full benefit by
the years remaining until you turn sixty-five. This will only be valid upon your being notified in writing.
Thereafter, at the end of each year of employment, you will earn your annual rate, which will equal double your
annual salary if you remain at Ramblewood until age sixty-five. If you leave Ramblewood before age sixty-five
your annual rate will cease to accrue and your balance will be paid, over a ten year period beginning at age sixtyfive.
Cell Phones
Cell phones are not to be on or used when you are working. If you need to use it, you must receive permission
from your supervisor.
Company Property
Employees who are issued company owned property, tools or equipment are responsible for the value of full
replacement should they damage or loose the property
Complaint by Employees
RCC recognizes that from time to time employees may feel that they are not being treated fairly or are unhappy
about some aspect of their job; bring any complaints to a manager's attention. It=s our intention to handle all
complaints with great care, concern, patience and understanding. Managers must react to all complaints in a
professional manner. No one making a complaint will be disciplined or treated in a negative way due to making a
complaint.
Complaint by Guests
It is very common in a service environment to run into complaints from Guests. We need to maintain a balance
between ensuring policy is followed and keeping happy Guests. If you can't resolve the problem yourself, see if a
manager can help the person. If you can't locate a manager, take the person's name and phone number and tell
them a manager will call them. Give the note to a manager.
Conflicts Of Interest
You may not discuss Club information with or provide Club documents to unauthorized persons. You may not
remove Club documents from the work area or off the premises without the approval of a supervisor. The
protection of confidential business information is vital to the interests and the success of RCC. Such confidential
information includes, but is not limited to, the following examples: customer lists, marketing strategies.
Cost Control
All employees are expected to be careful in the use of club assets. property and/or the facility's supplies. This
includes equipment, inventory, supplies, and tools. Loss, waste and/or abuse will not be tolerated. Employees
responsible for purchases or preparing work schedules on behalf o RCC must be sure that the expense has been
approved in advance. In order to pay an invoice or reimburse an employee, ALL PURCHASES MUST BE
ACCOMPANIED BY RECEIPTS and/or INVOICES.
Business dealings with outside firms should not result in unusual gains for those firms. Unusual gain refers to
bribes; product bonuses, special fringe benefits, unusual price breaks, and other windfalls designed to ultimately
benefit the vendor, the employee, or both. Promotional plans that could be interpreted to involve unusual gain
require specific executive level approval.
Customer Relations
1) Always SMILE at customers; it makes them feel welcome and relaxed.
2) Formally recognize the newly arrived customer with a greeting, such as, "Good morning/ evening, sir@ or,
AWelcome to Ramblewood Country Club what may I get for you?@
3) Introduce yourself; learn each customers name as soon as possible; a person's name is the sweetest sound in
the world to him or her.
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4) Give your customer every chance to start liking you - it's how you build your relations.
5) Listen.
6) Never enter into conversations uninvited - leave people alone who are talking to each other. Don't interrupt.
7) AVOID ARGUMENTS BE AGREEABLE. No customer wants to hear how wrong you think they are. Even if a
customer's opinion or thought about something is wrong, don't correct him. You don't want to do anything to
create a negative reaction towards you from a customer.
8) Never ignore a customer. Let everyone feel they are getting equal attention. Don't spend all your time with
one customer. Spread yourself around.
9) Don't talk about other customers. You never know which customers know each other. Why put yourself in a
position of being quoted?
10) Always be in a good mood - look ALERT, HAPPY, BRIGHT.
11) Always THANK a customer sincerely for his or her patronage.
12) Avoid mentioning previous visits, especially when a patron has guests.
13) DON'T GOSSIP. Avoid talk about politics or religion or anything socially upsetting or controversial.
14) NEVER complain about your fellow employees, bosses or owners.
15) Try and serve the loner or single person first. Most people in groups of 2 or more usually wait without
complaint.
15) Keep your area SPOTLESS.
16) Constantly acknowledge people with a hello, eye contact, a wave of your hand, a nod or some other body
language.
17) When giving change from a $5, 10, 20, etc. Call out the bill denomination.
Customer Service
When someone has a question or a problem and you become aware of it either through seeing it or being told,
take ownership of the situation see the situation to it's best possible resolution. It's an opportunity to impress the
guest with how deeply you care. If you don't know the answer to a question or situation, take ownership: get the
answer and return to the person or call them on the phone.
Be aware that when you tell someone something, you are telling them RCC policy. Advise you manager of
questions you are asked and how you answered them. You may have unwittingly set a policy that the club may
or may not agree with. The next time that guest is faced with the same situation they will remember how it was
answered or handled last time and it may have been a mistake the first time. Many times we hear a person say,
"So and so let me do it the last time".
Our goal at RCC is to provide a great day for each and every one of our guests. Every visitor to RCC is here to
enjoy the Club and the services we provide. You are now responsible to help meet this goal. It is an important
part of your job to ensure that every guest you come in contact with leaves with the desire to return. At all times
our employees are friendly and courteous to all guests of our club. Our employees are expected to create a
pleasant atmosphere with focus on our customers. Personal conversations among employees while serving
customers, or personal remarks to or about customers are not permitted. Profanity, rudeness or
unprofessionalism is unacceptable under any circumstances.
Directions, Road
Everyone who answers a phone must know how to give directions:
From Walt Whitman Bridge
From Ben Franklin Bridge
From Betsy Ross Bridge
From Tacony Palmyra Bridge/Rt. 73
From New jersey Turnpike
From Atlantic City
From Cherry Hill
From Mt. Holly
From Moorestown
From Rt. 70
Disciplinary Policy
Any employee conduct that, in the opinion of Ramblewood Management, interferes with or adversely affects good
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business practices is sufficient grounds for disciplinary action. This action can be a verbal warning, a written
warning or immediate discharge.
Emergency Closings
Snow or other severe weather may disrupt company operations. In extreme cases, these circumstances may
require the closing of RCC. When operations are officially closed due to emergency conditions, the time off from
scheduled work will be unpaid. However, with supervisory approval, if an employee is entitled, they may use
unused vacation or personal time. Employees in essential operations may be asked to work on a day when
operations are officially closed. In these circumstances, employees who work will receive regular pay. If events
are planned for a day that is questionable department heads must stay in touch with their event host to
determine if the event can be held.
Employee's Bill of Rights
Good employee conduct is good business. Principles such as: professionalism, teamwork, cooperation, tolerance,
consideration, calmness, friendliness, courtesy, concern for safety and honesty are cornerstones of good business.
The expectation of every employee is that they will practice and be guided by the above principles AT ALL
TIMES. Below are some do=s and don=ts.
1) No fraternizing on the premises whether you are on the clock or not.
2) We all abide by the Honor System: loyalty, honesty, following club policies. If you witness anyone breaking
this code you are responsible to report that person to me. Not reporting someone makes you as guilty as the
person breaking the policy.
3) When you work at RCC you owe your allegiance to the club. You should never feel that you are being caught
in the middle. Truth, allegiance to the club and honesty always puts on one side, the side of the club.
4) We are always respectful and considerate to everyone, never rude or abrasive. We always thoughtfully listen
to everyone. We do not put others in an uncomfortable position.
5) We never retaliate against anyone we feel treated us unfairly. We settle the matter like ladies and gentlemen.
6) No one is more important than the other.
7) No one is to profit personally from vendors with out my approval.
8) Courtesy, say hello, goodbye, come back soon, etc. to all guests and co-workers. Be polite.
Employer Employee Agreements
All agreements between RCC and an employee must be in writing and signed by the club president.
Employee Food and Beverage
The only free food or beverages an on-duty employee may receive is fountain soda. All other items including
caned soda, water bottles, food of any type must be paid in full.
Employee Status Change
Changes in life status may impact benefits eligibility. RCC wants to ensure that all employees are being treated
equally, fairly and within the guidelines of all applicable state and federal laws. Should you have any change in
your status (married, divorced, birth or adoption of a child, etc), inform the office immediately in writing. Since
these changes can affect your benefit coverage, it is the employees responsibility to see that the changes take
effect.
Equal Employment Opportunity
RCC believes equal opportunity for all employees and applicants is a fundamental principle. This principle relates
to recruitment and hiring, compensation, benefits, termination and all other terms and conditions of employment.
No person is to be discriminated against because of race, sex, age, national origin, color, religion, disability, or
veteran status, and any other basis as may be specified by applicable federal, state or local laws. If you feel that
you or a colleague may have been discriminated against, contact any manager or John Goodwin. We are all part
of a team working toward the same equal opportunity goal.
Firearms/Weapons
In the interest of protecting the safety of customers, employees and other individuals, the possession of firearms,
bullets, parts of firearms, or any other weapon by an employee while at work or on Club property is prohibited.
Friends/Visitors
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People are not to visit you at work.
Gambling
Gambling is not permitted on the grounds at any location."
Gratuities, Gifts Or Rebates
Our guests often wish to express their appreciation of services by providing tips, gratuities or gifts. Employees
may not solicit any business gifts, tips or gratuities. All gifts, tips or gratuities must be reported to the payroll
clerk on a daily basis. Rebates remain the property of RCC.
COMPANY POLICY AND FEDERAL LAW REQUIRES YOU TO REPORT 100% OF YOUR TIP INCOME. If you do not
report this information accurately, you WILL be subject to disciplinary action and whatever action the IRS
chooses. RCC reports all gratuities received on your behalf.
Some rules regarding tips: Always report all of your tips, cash tips must be placed in a tip container if provided;
Tips must never be used to make change for a customer; Tip money must never be exchanged for money in the
register; Tip money must never be counted in the presence of customers!; You must have a manager's approval
to go into the tip jar - at any time! The tip jar must be kept at least 2' away from the cash register.
Honesty And Accuracy
Honesty and Accuracy encompasses anything an employee does that denies the club of income or causes extra
expense. Following are a variety of examples: not following your schedule, punching your time card incorrectly,
consuming or using merchandise without paying the correct price, failing to record sales properly on the cash
register at the time of sale, theft of cash, checks, credit cards, debit cards etc., or any club property, engaging in
coupon fraud or refund misappropriation, damaging merchandise or equipment or allowing someone else to do
so, discarding damaged merchandise without authorization and or failure to report damage to your supervisor,
not properly checking membership identification, failing to charge all customers and employee the correct prices,
accurate counts on all goods, unauthorized discounting, conspiring with another employee, salesperson, delivery
driver or customer to do any of the above; Falsification of information on any application, claim, record, accident
report or other reports written or verbal, register over/short, serving minors. There are many other examples.
Sometimes an employee is rushing and makes mistakes, some are sloppy and some don=t care. WE CANNOT
TEL THE DIFFERENCE BETWEEN MISTAKES, SLOPPINESS OR THEFT, THEY ALL LOOK THE SAME. PLEASE MAKE
EVERY EFFORT TO BE ACCURATE SO WE HAVE NO REASON TO QUESTION YOUR HONESTY.
Insubordination
Insubordination is the refusal of an employee to follow direction issue by or on behalf of management.
Insubordination undermines the discipline and authority needed in the work place.
Introductory Period
Ramblewood does not use an introductory period. You are an at will employee as described earlier.
Job Descriptions
Each employee will be responsible for the specific details for which he or she has been hired as outlined on his or
her job description and department policies and procedures. The job description and department policies and
procedures are a component of this Employee Handbook. All employees will be expected to assist on any special
projects and/or assignments as deemed appropriate by their supervisor."
Lightning
In addition to our buildings there is one other structure that is lightning protected: the shelter behind Red 4
green. The following safety tips are recommended: Avoid open areas, water, metal, wire fences, overhead wires,
elevated ground, maintenance machinery, golf carts, umbrellas, raising golf clubs above the head; Seek lightning
shelters (behind R4 green), clubhouse, maintenance buildings, automobiles, dense woods, low-lying areas. The
course has no evacuation plan.
Meal Breaks
All employees are provided with one meal when working more than four consecutive hours. This does not include
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the four hours prior to the end of a shift. Supervisors will schedule meal periods to accommodate operating
requirements. Employees will be relieved of all active responsibilities and restrictions during meal periods and will
not be compensated for that time. If you work an eight hour shift or more you will receive a 30 minute break for
eating or just relaxing. NEVER be seen eating food in front of a customer, for any reason. No eating in the
kitchen during operating hours."
Money Handling
CHECK ALL 50'S AND 100'S with the special marker that indicates whether or not the bill is a counterfeit.
Off Duty
You are allowed on the property when off duty. However you are not to act like an employee and should you act
in an inappropriate way you will be subject to discipline like an on duty employee.
Orientation
Orientation is conducted by introducing you to the Employee Manual and by on the job training.
Overtime
When operating requirements or other needs cannot be met during regular working hours, employees will be
given the opportunity to volunteer for overtime work assignments. Overtime is paid at the rate of 1.5 times your
regular pay rate. All overtime work must be approved.
Parking
There is to be no parking along side the building. Parking in the driveway by the kitchen is reserved for the club
president. Park in the parking lot away from the building; leave the best spaces and handicapped spaces for
guests.
Pay Corrections
Pay Corrections- RCC takes all reasonable steps to ensure that employees receive the correct amount of pay in
each paycheck and that employees are paid promptly on the scheduled payday. In the unlikely event that there
is an error in the amount of pay, the employee should promptly bring the discrepancy to the attention of the
Department Manager so that corrections can be made as quickly as possible. Corrections will be made as fast as
the party who is DUE requests."
Pay Day/Period
Pay Days- The pay week runs from Tuesday to Monday. All employees are paid bi-weekly on Thursday or Friday.
Each paycheck will include earnings for all work performed through the end of the previous payroll period. In the
event that a regularly scheduled payday falls on a holiday, RCC will make all reasonable efforts to provide
paychecks prior to the holiday.
Personal Property
Your personal belongings must be kept in lockers or other facilities provided. Lockers or other facilities may be
inspected at any time without prior notice. You must provide your own lock. Personal belongings are not to be
left on the premises, they can become lost.
Safety and Fire Prevention
Some of the best safety improvement ideas come from employees. Those with ideas, concerns, or suggestions for
improved safety in the workplace are encouraged to raise them with their supervisor, or with another supervisor
or manager, or bring them to the attention of the Club Manager. Reports and concerns about workplace safety
issues may be made without fear of reprisal. Each employee is expected to obey safety rules and to exercise
caution in all work activities. Employees must immediately report any unsafe condition to the appropriate
supervisor. Employees who violate safety standards, who cause hazardous or dangerous situations, or who fail to
report or, where appropriate, remedy such situations, may be subject to disciplinary action, up to and including
termination of employment.
At RCC there are many safety issues. Each area of the club must always put the safety of employees and guests
first. Safety issues vary from each location and will have different requirements. Each employee will be informed
and provided information regarding safety procedures for each area; these include: Pool safety; Food handling;
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First aid; Weather conditions. Inspections must be performed on a routine basis (daily, weekly, monthly) and are
to be documented.
You are responsible for knowing how to locate and use the fire extinguishers and how to report a fire. Fire
regulations must be observed at all times. Internal security is the responsibility of all personnel. Here are a few
helpful suggestions to aid in your safety and protection: be alert for suspicious persons or dangerous situations,
be security conscious - watch out for others and their property, use common sense when dealing with people, be
aware of your surroundings, DO NOT HESITATE TO CALL 911 if you feel it is warranted.
Safety and Fire Prevention Do=s and Don=ts
Do: keep all doors, and halls unlocked and clear of obstructions, never use an open flame or pyrotechnics, be
ready to use a fire extinguisher, know how to exit the building and be prepared to lead people to safety, use
common sense.
Don=t: allow over crowding, use combustibles hung from ceilings or walls (they must be fire rated), think a
tragedy can=t happen here.
Seniority
Ramblewood does not recognize seniority when it comes to anything: promotions, best shifts, lay-offs, rate of
pay, etc.
Sexual Harassment
RCC is committed to providing a work environment that is free of discrimination and unlawful harassment.
Actions, words, jokes, or comments based on an individual's sex, race, ethnicity, age, religion, or any other legally
protected characteristic will not be tolerated. As an example, sexual harassment (both overt and subtle) is a form
of employee misconduct that is demeaning to another person, undermines the integrity of the employment
relationship, and is strictly prohibited.
This company believes that each employee has the right to work in an environment free from harassment due to
age, color, creed, national origin, sex, sexual orientation, etc. Sexual harassment is defined as: unwelcome
physical contact, sexually explicit language or gestures, uninvited or unwanted sexual advances. Sexual
Harassment must be reported whether the offense is committed by a fellow employee, supervisor or customer. It
cannot be stressed enough that this company will not tolerate any form of sexual harassment, regardless of
whether it is male to female or female to male, or between an employee and a customer or between a manager
and a subordinate. It can also be between people of the same sex; this isn=t limited to advances by homosexual
employees.
Employees must understand that whether they are a victim, perpetrator or witness of sexual harassment the
company urges you to bring this to managements attention, so we can institute preventive or corrective
opportunities so all parties have a chance to avoid harm.
Employees reporting such incidents must not be afraid of adverse action by management, such as demotion,
failure to promote, re-assignment to a less desirable shift, etc.
Smoking
RCC is dedicated to providing a healthy, comfortable and productive work environment for all employees and
guests. In response to the growing concern about second-hand smoke, all company facilities are smoke-free
environments, EXCEPT FOR THE 28TH HOLE. Employees should never smoke while on duty. No employee
should ever smoke in the presence of a guest. Do not smoke in or near a building or public area. Please use the
provided containers for disposal.
Telephone Answering Forwarding and Messaging
Answering- It is important that all employees use proper telephone manners. Answer calls promptly. Identify
your name and department to the caller. Determine what the caller wants. Speak distinctly using a normal tone.
Answer all questions if possible, take any message and terminate the call courteously. It is most important to be
helpful and tactful when you are using the telephone in assisting the caller.
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Say Good Morning, afternoon, evening, (your name) speaking, How may I help you?
Forwarding- At the end of each day the office phones are transferred to the 28th hole. Since the pro shop always
OPENS BEFORE the 28th hole, the 28th hole phones should be transferred to the Pro Shop so the pro shop the
next morning can answer the phones until the office opens. When the 28th hole opens, take your phones off
transfer.
Messaging- keep a message pad or scrap paper by the phone. Make sure the date, time and your name is on the
message.
Time Keeping
Time keeping- Accurately recording time worked is the responsibility of every employee. Federal and state laws
require RCC to keep an accurate record of time worked in order to calculate employee pay and benefits. Time
worked is all the time actually spent on the job performing assigned duties. Employees are required to accurately
record the time they begin and end their work, as well as the beginning and ending time of each meal period.
They should also record the beginning and ending time of any split shift (between different departments) or
departure from work for personal reasons. Overtime work must always be approved before it is performed.
Altering, falsifying, tampering with time records, or recording time on another employee's time record may result
in disciplinary action, up to and including termination of employment. If corrections or modifications are made to
the time record, both the employee and the supervisor must verify the accuracy of the changes by initialing the
time record. By virtue of "turning-in" time cards, department managers are certifying that the time cards are
correct.
Work Schedule
Work schedules will vary throughout our organization. Supervisors will advise employees of their individual work
schedules. Department heads will prepare schedules based on workload and seasonal requirements. Part-time or
seasonal employees may not receive a set number of hours per week due to workload related scheduling.
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