Hospitality Services Employee Handbook
This employee handbook is intended to be a source of useful information for Penn State Hospitality Services (PSHS) employees. Unless otherwise noted, the contents of this handbook apply to all employees in both hotel properties, Nittany Lion Inn (NLI) and The Penn Stater (TPS) and the Laundry operations. However, the University reserves the right to modify the contents of this handbook at any time, with or without notice. Nothing herein shall be construed to be a contract of employment.
Technical Service (Union) employees must also refer to and abide by the Agreement between The Pennsylvania State University and Teamsters Local Union 8 (University/Union Agreement).
PSU employees must also refer to and abide by the University “Staff Employee Handbook”. Go to the University’s Office of Human Resources home page at www.ohr.psu.edu and search for Employee Handbook for answers on University policies and policy guidelines.
The Nittany Lion Inn and The Penn Stater Conference Center Hotel are owned and operated by The Pennsylvania State University.
- We Are... Hospitality Services
- Our Expectations
- Breaks and Meals
- Departmental Transfers
- Employee Conduct and Work Rules
- Disciplinary Procedures
- Electronic Equipment, E-mail, and Personal Communication Devices
- Employment Categories
- ID Cards and Time Clocks
- Job Postings
- Parking and Transportation
- Pay Periods
- Use of Facilities
- Image & Uniform Standards
- Employee Benefits
- Recognition Programs
- Quality Standards
- Responsible Alcohol Management Program
- Building Relationships that Last
- Phone List
Welcome to Penn State Hospitality Services and thank you for joining our team!
Your success is important to all of us and we stand ready to help you succeed in any way we can. One of the keys to reaching your employment goals is to read and understand the contents of this handbook which describes the expectations we have of everyone in our organization. The handbook has been carefully prepared to provide you with the information you need to navigate your employment experience and outlines the policies, programs, and benefits applicable to the many different positions within our work unit.
Best wishes for a rewarding and fulfilling employment experience and welcome again on behalf of everyone in Penn State Hospitality Services!
We Are... Hospitality Services
Penn State Hospitality Services is an auxiliary enterprise serving the hospitality needs of Penn State faculty, staff, students and the general public by providing high quality lodging, event, conference, restaurant, off-premise catering and laundry services. Penn State Hospitality Services is referred to as PSHS throughout this handbook. Our strategic plan provides vision and general direction for every level of the organization using the strategic guidelines established by the University, Finance & Business (F&B) and Auxiliary & Business Services (A&BS) with special emphasis on anticipating guest needs and building excellence as defined by those we serve.
For information, policies and guidelines, please reference the following websites:
Pennsylvania State University: www.psu.edu
Finance and Business: www.fandb.psu.edu
Auxiliary & Business Services: www.abservices.psu.edu
Penn State Hospitality Services: www.pennstatehotels.com
In recent decades, strategic planning has paved the way for Penn State's remarkable ascension among the ranks of the world's great research universities. As we continue to move forward, our new strategic plan will lead to even greater achievements. During the past year, Nicholas P. Jones, Executive Vice President and Provost, and the 32-member University Strategic Planning Council have been working diligently to identify and articulate the University's priorities and goals for the five calendar years comprising 2016 through 2020.
At its heart, strategic planning comes down to intentionality. In this new plan, we identify our goals at a macro level and set a strong foundation for their pursuit. Once the high-level strategies are unveiled, the University will begin to articulate specific steps, responsibilities, and metrics for implementation.
After considerable research and collegial debate, the Council developed a draft plan, tentatively titled “A Commitment to Impact,” that was broadly circulated for feedback in late October and early November 2015. We appreciate the input that was provided by members of the University community, and are working to incorporate that feedback into a revised version of the plan.
The final plan is slated for rollout in early 2016, with periodic updates and the final plan to be published here.
Looking for information about Penn State's last strategic plan? Priorities for Excellence was Penn State's strategic plan for the period from academic years 2009-2010 through 2013-2014. Read updates on progress made under that plan.
PSHS: BUILDING RELATIONSHIPS THAT LAST
- Pleasing every guest every time is the key to long term growth and success.
- We are hospitality professionals with standards that must reflect the highest levels of service excellence.
- Fostering an environment where diversity flourishes is essential.
- Sound financial planning and management is a fundamental responsibility at every level of the organization.
- Protecting and improving the physical facilities we are entrusted with is a moral obligation.
- A commitment to excellence, innovation and continuous improvement are defining characteristics of the Penn State brand.
- Use of information technology to effectively manage our business, meet guest needs, increase organizational efficiency and protect confidential information is an investment priority.
- Continuously identifying and securing new sources of revenue while prioritizing Penn State’s hospitality needs is central to sales and marketing strategies.
- Ongoing professional development for staff at all levels is an essential component of our long term success.
- We accomplish our goals working as a team – genuine collaboration and a willingness to help others is central to our mission.
- Flexibility and caring are essential components of our business success.
STATEMENT OF ACTS OF INTOLERANCE FOR F&B UNITS
CONDITION OF EMPLOYMENT
Any behavior that creates an environment that is offensive to any other employee or guest is strictly forbidden and will not be tolerated at PSHS. We are professionals and represent the highest standards of service excellence for Penn State and the hospitality industry.
Specifically forbidden are any acts of racial intolerance, racial slurs, profane/offensive language, or any form of sexual harassment. If you are ever exposed to such abuse, or you are aware of violations of someone else’s right to a non-abusive work environment, please report the incident to a supervisor or manager so action can be taken. For additional information and resources see AD41.
Everyone must be part of fostering an environment that is professional and demonstrates respect for everyone regardless of age, ancestry, color, disability or handicap, national origin, race, religious creed, sex, sexual orientation, or veteran status. Your support of this policy is a condition of employment. Any employee who engages in activities that create or support a hostile work environment will be subject to disciplinary action up to and including dismissal.
Within PSHS there are several employment categories including:
- Full-time (staff exempt, staff non-exempt and Technical Service)
- Part-time (wage payroll: student and non-student) – may work up to 20 hours per week
Schedules at PSHS are based on the staffing levels required to serve the number of guests who are registered to stay in our rooms, meet in our meeting rooms and eat in our restaurants each and every day. When you are not able to work your schedule, someone else must do the work that you were scheduled to do. Punctuality and attendance are expectations of employment.
PSHS recognizes that illness and family emergencies occur. You will receive specific instructions from your supervisor as to how you should notify them if you are unable to report to work or will be late for your shift. Employees should notify their supervisor as far in advance as possible, but no less than 30 minutes prior to the start of the scheduled shift.
- If you do not have a telephone available to you, you must make advance arrangements with your supervisor for a mutually agreeable method of notification. Calls will only be accepted from employees.
- In the event it is required that you call a supervisor or alternate and that individual cannot be reached, notification can be given by calling the main telephone number at TPS, 863-5000, or NLI, 865-8500, or the Laundry, 863-5074.
- Wage Payroll employees must make every attempt to find a replacement for any full shifts that will be missed.
- When notification of absence is given, please advise the reason so that the appropriate benefit time can be charged.
- A no-call, no-show for a scheduled shift, including mandatory training sessions, is subject to disciplinary action up to and including immediate dismissal. Illegitimate absences or tardiness are subject to disciplinary action up to and including dismissal.
Note: Technical Service employees shall follow the guidelines outlined in Article 26 of the University/Union Agreement.
Supervisors determine individual work schedules. Staffing needs and operational demands may necessitate variations in starting and ending times, as well as variations in the total hours that may be scheduled each day and week. Most schedules are posted two (2) weeks in advance.
Employees must work all scheduled shifts. Student work availability is determined by class schedule. Other obligations are taken into consideration. Employees must inform management of availability changes, and students are required to cover conflicting shifts. The scheduling manager must approve the cover. Requests for time off must be requested at least two (2) weeks in advance and are granted at the manager’s discretion.
Note: Technical Service employees shall follow the guidelines outlined in Articles 19 & 24 and Additional Agreement 28 of the University/Union Agreement.
Wage Payroll employees are paid one and one half times their hourly rate at the point when they begin working overtime (over 40 hours a week).
Note: Technical Service employees shall follow the guidelines outlined in Article 17 of the University/Union Agreement.
BREAKS AND MEALS
Each workday, all employees are provided with breaks. Supervisors will schedule employees’ break times.
All PSHS employees who work a minimum of five (5) hours on a shift are provided with one unpaid meal period of 30 minutes in length each workday. A deduction of $1.35 will be made directly from hourly employees’ pay for each meal period, $25 will be deducted monthly from Exempt/Non-Exempt employees’ pay. No full-time employee is exempt from the meal deduction program unless they have a bona fide medical reason. In this case, please contact the A&BS Human Resource Office.
Employees will be relieved of all active responsibilities during meal periods and will not be compensated for that time. Employee break areas are provided at each facility eliminating the need for leaving the building during lunchtimes. If it is necessary to leave the building during the lunch break, employees must inform their immediate supervisor or supervisor on duty and clock out and back in upon their return. Use of alcoholic beverages while on duty or during a scheduled work shift is not allowed.
Employee meals are to be consumed in the break room/cafeteria during the meal period and employees must be clocked in, on duty and in uniform. During the course of a shift, an employee is to only consume one meal. Employees who are exempt from the meal deduction are not permitted to consume any food or beverages provided in these locations. Meals may not be packaged and removed from the break room or cafeteria. Please do not remove serviceware (other than disposable beverage containers) from these areas.
Any part-time employee who is hired into a specific department should work in that department 30 days before requesting a transfer to another department. In order to transfer, they must have a positive referral from the supervisor in that area and preferably should have participated in the “Trading Places” program in the new department before the transfer begins. Before requesting a transfer into a department that has an open position, employees must consult with their current manager. Full time employees must go through the appropriate application process to change positions.
Note: Technical Service employees shall follow the guidelines outlined in Article 12 of the University/Union Agreement.
EMPLOYEE CONDUCT & WORK RULES
The following list of infractions, although not all inclusive, will result in disciplinary action up to and including dismissal.
- Eating without authorization or chewing gum while on duty
- Lack of proper uniform and/or not following image standards
- Use of tobacco products on premises except in designated areas
- Unauthorized breaks; Tardiness, excessive absenteeism (or any absence without proper notice)
- Insubordination or other disrespectful conduct; Boisterous or disruptive activity in the workplace
- Violation of safety or health rules
- Failure to clock in or out; Remaining on the clock without authorization; Doing non-work related activities while on the clock
- Sexual or other unlawful/unwelcome harassment
- Reporting off for work without proper notice
- Unauthorized absence from work station during the work shift
- Failure to follow parking guidelines
- Unauthorized and/or improper use of telephones, mail system, or other employer-owned resources/equipment; Unauthorized use of cellular phones
- Unauthorized disclosure of trade secrets or confidential information
- Violation of University or PSHS policies
- Unsatisfactory performance or conduct
- Working under the influence of alcohol or illegal drugs
- Failure to respect or protect guest, co-worker, or employer assets
- Failure for tipped employees to report 100% of earned gratuities
- Failure to notify manager of student status change
- Providing false information, omissions, or misrepresentation of facts
- The acceptance of gifts or money from solicitors or vendors, excluding tips earned for work performed
- Any other infraction of work rules as deemed necessary by management
Some infractions, as the following list of examples, are grounds for immediate dismissal:
- No call, no show for a shift
- Theft or inappropriate removal or possession of property
- Falsification of timekeeping or other records
- Excessive shortage or overage of cash while working as a cashier
- Possession, distribution, sale, transfer, or use of alcohol or illegal drugs in the workplace, while on duty, or while operating employer-owned vehicles or equipment
- Possession of dangerous or unauthorized materials or weapons in the workplace
- Fighting or threatening violence in the workplace
- Negligence or improper conduct leading to damage of employer-owned or customer-owned property
PSHS’s own best interest lies in ensuring fair treatment of all employees and in making certain that disciplinary actions are prompt, uniform, and impartial. The goal of any disciplinary action is to correct the problem, prevent recurrence, and prepare the employee for satisfactory service in the future.
Disciplinary action may come in any of these forms: verbal warning, written warning, dismissal. Discipline is determined by managers based on the employee’s record and the severity of the infraction. PSHS recognizes that there are situations that are serious enough to justify termination of employment without following progressive discipline steps.
While it is impossible to list every type of behavior that may be deemed a serious offense, the Employee Conduct & Work Rules section of this handbook includes examples of offenses that may result in disciplinary action or termination of employment. The problems listed are not all necessarily serious offenses, but may be examples of unsatisfactory conduct that will trigger progressive discipline.
By using progressive discipline, we hope that most issues can be corrected at an early stage, benefiting both the employee and PSHS.
Note: Technical Service employees shall follow the guidelines outlined in Article 6 of the University/Union Agreement.
ELECTRONIC EQUIPMENT, E-MAIL & PERSONAL COMMUNICATION DEVICES
Computers, computer files, e-mail and software furnished to employees are PSHS property intended for business use. Users are responsible for ensuring they understand and agree to comply with the provisions of this policy andAD20, AD23, and ADG01 which are applicable to all data users in their handling of computerized data.
Employees should not use a password, access a file, or retrieve any stored communication without authorization. Sharing personal passwords or access codes is prohibited. For information on privacy please see AD53.
PSHS strives to maintain a workplace free of harassment and is sensitive to the diversity of its employees. Therefore, PSHS prohibits the use of computers and the e-mail system in ways that are disruptive, offensive to others, or malicious in nature.
Unless properly authorized, employees should refrain from the use of any form of personal communication devices during normal work hours. If a personal cell phone is in the possession of an employee during work hours, it is required to be turned off. These devices may be used during breaks or meals. Any special exceptions including emergencies must be approved by a director or manager. Employees whose electronic communication devices are camera-enabled are restricted from using these devices anywhere in the buildings without a manager’s approval. Further, employees who are found to have used these camera-enabled features will be subject to disciplinary action.
Telephones for employee use are located at the NLI in the employee break area, and at TPS at the employee entrance. You may dial local and 800 numbers free of charge. Use of office telephones for personal calls is not permitted. PSHS recognizes that occasionally it is necessary for employees to make or receive personal telephone calls during work hours. Employees are asked to restrict their personal telephone usage to emergency situations. Employees may not make personal long distance calls. Excessive personal telephone usage may result in disciplinary action. For policy on use of wireless communication devices while operating vehicles while on University business see SY37.
ID CARDS AND TIME CLOCKS
All employees must have a Penn State ID Card. ID Cards are used for timekeeping and for entering both buildings at the Employee Entrances. Cards are issued and encoded at the id+ Office located in the HUB-Robeson Center. A&BS Human Resources will give non-students a form to take to the id+ Office. There is no charge for the initial ID card. A replacement fee is charged for additional cards. Contact A&BS Human Resources when you get a replacement card.
LOCATION OF TIME CLOCKS
- NLI—on the ground floor hallway between the locker rooms across from the employee break room.
- TPS—on the ground floor hallway across from the employee cafeteria.
Uniformed employees must be in their uniform and ready to work prior to clocking in. Employees are also required to clock out prior to changing out of their uniform. Failure to follow procedure may result in disciplinary action.
Employees must clock out and back in when leaving the property (at TPS refers to the building and immediate parking area; at the NLI, refers to the building and the sidewalk surrounding the hotel, front parking lot and The Executive Programs Building) for other than business reasons (personal appointments, classes or activities) during scheduled work times. Permission must be granted by the scheduling supervisor or, in his/her absence, the immediate supervisor on duty.
If you forget your ID card, complete the “Time Clock Adjustment Form” (located in your supervisor’s office). The form may be signed by any manager at the hotels. If a manager is not available, the night auditor at the front desk may sign. They will record the time that the form was presented to them.
Job vacancies can be viewed at http://techservicejobs.ohr.psu.edu. Employees are expected to bid on jobs during their breaks or other non-working hours. PSHS job vacancies can also be viewed at www.abshr.psu.edu.
SICK LEAVE STANDARD
The following attendance standards will be used for consideration of absences for bidding purposes into PSHS: An applicant shall not be considered if the applicant has six (6) or more occurrences of absence during the 12-month period immediately preceding the date of the job announcement:
a. Absences of less than two and one half (2.5) hours in a workday shall not be counted toward an occurrence.
b. Absences of two and one half (2.5) hours or more in a workday shall not be accumulated. Each occurrence will count as one.
c. Absences charged to family sick, compensable work-related illness or injury, or FMLA shall not be counted as an occurrence.
d. Each full workday of absence, regardless of length of workday, shall count as one (1) occurrence; provided, however, that an extended absence exceeding three (3) consecutive workdays shall be considered only as three (3) occurrences.
Full-time employees will be given priority to receiving a locker. Students and wage payroll employees will have access to locker space during their assigned scheduled hours. Backpacks should only be stored in lockers. Storing personal belongings in any other area not permitted. PLEASE DO NOT BRING VALUABLES TO WORK! Please take pride in your locker space by keeping it clean and free of debris. A clean environment is an extension of your professionalism. Management has the right to inspect lockers. To obtain a locker:
At NLI: Contact the Maintenance Manager to arrange for a lock. There is a $5.00 refundable deposit.
- Full-Time employees - Pick an available locker and notify the Maintenance Manager of the locker number associated with your lock. Full-time employee locks may remain on individual lockers.
- Students and Wage Payroll Employees—Assigned a number on the rack to the right of the lockers. Select an empty locker to store your items while at work. Upon the completion of the work day, return and secure your lock to your assigned number on the rack. This will allow locker space for other employees working during the times when you are not.
At TPS: Contact the Maintenance Manager to arrange for a locker.
PARKING & TRANSPORTATION
Employees must provide their own transportation to and from work.
Employee parking is controlled by the University and is by permit only. All Penn State employees, full-time or wage payroll, are required to purchase a permit if they park on campus (to include Innovation Park). Employees can obtain permits from the Director of Facilities, or Supervisors of Maintenance at either hotel. Commuter permits are valid in any Innovation Park parking areas after 4:00 p.m. and on weekends only. There is a fee for a parking permit, which is paid automatically though payroll deduction.
Bike racks are located throughout campus. A bicycle must not be parked in automobile parking spaces, on lawn areas, shrub or flower beds, streets, driveways, or in any building. This also includes sidewalks, entrance ways to buildings, or places that hinder pedestrian travel. Online bike registration is available at Transportation Services.www.transportation.psu.edu/transportation/alt-transportation/bicycles/regisration.cfm
CATA BUS SERVICE
The local bus line provides service to TPS and stops close to NLI. Call 238-CATA or visit their website: www.catabus.com.
Exempt and Non-Exempt staff employees are paid monthly on the last business day of the month. Wage payroll and Technical Service employees are paid bi-weekly on Friday.
Each paycheck will include earnings for all work performed through the end of the previous payroll period. All pay will be made on the regularly scheduled payday. All pay is directly deposited into either a checking or savings bank account. You may change your account information by notifying A&BS Human Resources or going to ESSIC. Employees receive an itemized statement of wages when direct deposits are made through ESSIC.
Socializing has its time and place, but it is not while you are working; therefore, employees should confine socializing to meal breaks or after leaving work. Socializing with guests is prohibited.
Circulation of petitions, distribution of literature, or solicitation of employees for any purpose during working time in working areas is not permitted. PSHS allows fund-raising activities by PSHS employees that benefit non-profit organizations or that supports morale and team building activities for PSHS staff so long as the following conditions are met:
- No PSU resources may be utilized for fundraising purposes with the exception of PSU approved charities (i.e. United Way). On property, only employees of PSHS may conduct fundraising.
- Both the fundraising employee and those employees being solicited must be on break (during scheduled meal period), before or after work. Fundraising must be conducted in designated area of break rooms.
- All fundraising materials must be dated and clearly state benefiting organization/ group, contact person, and personal phone number or e-mail address. The guidelines are subject to annual review. For more details, please contact A&BS Human Resources.
By Federal law employees are required to report 100% of their tips.
USE OF FACILITIES
Employees are expected to use the designated employee entrances. Employee entrances require swiping of ID card.
- NLI – Employees may enter near the Ballroom Service entrance or through the Alumni/Fireside Lobby located at the rear entrance of the Inn.
- TPS & Laundry – Employees may enter near the receiving area. The loading dock area is not an entrance.
RESTAURANTS AND PUBS
Managers are permitted to use these facilities for business purposes. Employees who wish to visit one of these facilities for social purposes must receive advance permission from their manager. After receiving permission, employees must contact the outlet that they plan on visiting to verify that the date/time is appropriate based upon business levels.
Uniformed employees are permitted to use the employee restrooms only. All other restrooms are for guest use.
FITNESS ROOM & POOL
Employees are not permitted to use the fitness rooms or the pool.
Employees are permitted to use service elevators only, except when in the company of a guest.
Image and Uniform Standards
In order to achieve a sense of identity and consistency, PSHS requires specific dress and appearance standards for all of our employees. As hospitality professionals, our staff is judged by our guests’ first impressions. It is essential that we always look professional. Clothing should not be too tight, short, ot revealing. Some staff will be issued uniforms while other staff will be required to purchase their own uniforms. Changes in uniform for special groups and/or events will be at the discretion of the appropriate property General Manager with the concurrence of the PSHS General Manager. Managers, supervisors and team leaders are responsible for ensuring their departmental personnel are compliant. Managers, supervisors and team leaders reserve the right to send any person home to change clothes who violates any part of the dress code policy. Any time spent away from work for this reason will be unpaid.
TRAINING DRESS CODE
Employees are expected to adhere to the required standards for their position for any mandatory training or meeting.
- AV Set-up/Conference Services/Laundry
- Legends & Whiskers Pub Hostess/Cashier
- Receivers/Storeroom Workers/RBS
- Cafeteria/Kitchen/Reception/Guest Service
Some uniforms are provided by the University at no expense to the employee. Replacement or repairs of provided uniforms will be paid by the University. Each employee provided a uniform shall take the necessary steps to protect it from excessive damage and wear. Uniforms issued by the University are to be worn only during working hours. When a uniform is provided, it shall be worn by the employee. The University will not pay partially or fully for either the cost or maintenance of any other clothing that does not meet the above requirements.
Because of the professional and quality image that is to be projected by all our employees, it is imperative that every uniform be cleaned and pressed properly prior to any employee beginning work. Management will enforce this dress and the employee will not be allowed to work until the employee meets the dress standard. Employees are expected to return all company issued uniforms in good condition when they leave PSHS or transfer to a different position.
Non-uniformed managers and line staff are expected to comply with the following dress code when on duty:
- Suits or dresses
- Dress pants of appropriate length (to top of shoe). Dress shirt and tie or blouse/pullover top in conservative business style and color.
- Skirts of appropriate length (no shorter than 1” above the top of knee with slits no higher than slightly above the knee).
- Dress shoe color and sock color that match the outfit.
Maintenance and Utility Supervisors
- Slacks, dress shirts and tie or blouses in conservative business style and color.
- Suits and sports jackets are optional.
- Suits and sports jackets are optional.
- Dress slacks/skirts or dresses.
- Full button-front shirts and tie or blouses/tops
- Dress shoes in matching colors and socks that match the outfit.
- Skirts of appropriate length (no shorter than 1” above the top of knee with slits no higher than slightly above the knee).
- An appropriate colored t-shirt under a dress shirt, without logos/contrasting colors visible through the fabric.
- Attire must be in business-like colors, styles and patterns. Tops must have appropriate coverage; no visible cleavage.
FOR ALL EMPLOYEES
Not Permitted for Employees:
- Culottes/skorts/gaucho pants
- Sun dresses
- Corduroy dresses,skirts or pants
- Stirrup pants/leggings/yoga pants
- Sleeveless dresses/blouses/sweaters
- Capri pants
- Shorts (Unless part of an official uniform)
- Denim of any kind
Belts – All employees who wear pants/slacks with belt loops are expected to wear leather/vinyl belts in dark colors (i.e. brown, black, and navy). Suspenders may be worn in place of a belt.
Footwear & Hosiery – Employees are expected to wear shoes in a business-like appropriately matching color and style to their uniform. Sling-back, closed-toe shoes are acceptable. No open-toed or slipper type shoes or sandals are allowed. In the hotels, all sneaker type shoes must be non-skid soled tennis shoes, solid color with no contrasting trim/logos and no velcro straps. Footwear must comply with the departmental safety standards:
- Kitchen and Maintenance employees must wear non-skid soled shoes. High top sneakers are prohibited.
- Guest Room Attendants are expected to wear all white leather tennis shoes or nurse-style shoes.
- All Pub servers and bartenders are expected to wear black or tan shoes.
- Laundry employees’ shoes must have rubber soles. No open-toed shoes or sandals. Tennis shoes and work boots are acceptable.
- Maintenance employees who are full time must wear safety shoes, applies to part time employees who are required to lift heavy items.
- The following uniformed employees are expected to wear solid colored black shoes:
- Utility Workers in Housekeeping Loading Dock Workers
- Conference Services/AV Set up Crew Maintenance Workers
- Guest Services
All employees wearing slacks/pants are expected to wear socks that match. Employees wearing skirts must wear hose in neutral sheer colors, with no patterns or seams. Opaque tights or other colors in hosiery are not acceptable.
Hair Styles for Hotel Employees – Hair should be clean and well maintained with no extremes in color or style. Females with long hair should wear it neat and well-styled, combed away from the face to prevent obstructing eye-to-eye contact or coverage of name tag. Hair ornamentation should be minimal in solid, conservative colors. Male employees’ hair must be conservatively styled and above collar length. A completely shaved head is permissible. All employees must comply with health department rules and regulations for food preparation areas.
Culinary hats are required head wear for all kitchen and stewarding staff. If a hat is part of any required uniform, hair must be in compliance with image standards, unless it can be completely covered by the hat.
Facial Hair – Employees must come to work clean shaven. Beards, goatees, or mustaches are acceptable but must be short to the face, well-trimmed, uniform and tapered. Mustaches must be kept trimmed to no longer than the edge of the mouth. Should you choose to grow facial hair, you must be off of work for a period of time long enough for you to have a full and presentable image; a sparse or patchy presentation is not acceptable. Upon returning to work, it must remain well trimmed. The area of the face and neck where no facial hair will be grown must be neatly trimmed. Sideburns must be no longer than ear length.
Health Awareness/Foodborne Safety – PSHS is in the food and beverage business and there are many health and sanitation requirements dictated by law that we must comply with, including the potential for employees to carry foodborne illnesses. You will be asked to sign a Health Awareness form which describes your responsibility to notify your manager when you experience any of the conditions listed so that the “person in charge” can take appropriate steps to prevent transmission of foodborne illness.
Hygiene for all PSHS Employees – All employees are expected to maintain extremely high standards of personal hygiene at all times. Employees will not be allowed on the floor if high standards of personal hygiene are not met. Always keep your teeth, hair and fingernails clean and maintained.
Jewelry for Hotel Employees – Jewelry should complement, not detract, from your uniform. Uniformed staff should not wear necklaces and bracelets or more than one ring set per hand. No ankle bracelets are allowed. Food preparers are restricted from wearing bracelets and rings (without gloves) while preparing food due to health and sanitation regulations. Female employees’ ear wear is restricted to the area of the earlobe and of conservative, appropriate size (no larger than a half dollar) and no more than two earrings per ear. Food and Beverage uniformed employees’ earrings must be no larger than a dime and not extend beyond the earlobe. Male employees are not permitted to wear earrings. No visible tattoos, body ornamentation, or body piercing will be allowed. This includes ear gauges, eyebrow, nose, lip, tongue or any other visible piercing. Visible tattoos must be covered (example long sleeve shirt that meets dress code or an appropriate colored arm band). Band-Aids are not considered appropriate covering for tattoos/body piercings.
Make-up & Fragrance for Hotel Employees – All female employees are expected to apply make-up discreetly. Use of perfume/cologne should be conservative.
Nail Care for Hotel Employees – Nails must be kept clean and trimmed neatly. The only nail polish colors that female employees may use are neutrals and shades of red and pink. Only clear nail polish is allowed for Food & Beverage servers. For males, nail polish is not permitted and nails must be trimmed no longer than to the end of the fingers. Nail jewelry and nail art are prohibited.
Name Tags for Hotel Employees – Name tags are considered a part of all employees’ uniform while at work and should be worn on either side of the chest and at the discretion of the department manager. Missing name tags will be replaced at a charge of $4.00 for a pinback and pocket styles, $5.50 for a magnetic tag. Name tags are to be returned when an employee leaves in order to avoid a charge.
Our intent is to provide a safe and healthy work environment. Smoking in the workplace is prohibited except in those locations that have been specifically designated as smoking areas. In situations where the preferences of smokers and nonsmokers are in direct conflict, the preferences of nonsmokers will prevail. Smoking areas are:
- NLI—the fenced employee picnic area, behind the receiving/loading dock
- TPS—the benches and area across from employee entrance
All employees must wash their hands after smoking. Smokers are responsible for keeping areas clean and free from debris and fire hazards. Use of any tobacco products including smokeless tobacco, by employees, is prohibited inside the buildings. Smoking area entrances require employees to swipe their ID card.
Stash Hotel Rewards is the largest loyalty program for independent hotels in the United States. Membership in Stash is free, and available to all Penn State employees. Join by visiting http://www.stashrewards.com/psu-pi. From there, members can view hotel information and place reservations. Stash members earn 5 points per dollar spent at qualifying hotels. Points can be redeemed without blackout dates or category restrictions, and U.S. Stash points never expire.
Employees of PSHS are able to access preferred rates at STASH partner hotels by logging into the Partner Portal. Employees will receive an invitation to join the portal and view the discounted rates.
For further information on the program, or to request access to the portal if you have not received an email, please contact your supervisor.
HISTORIC HOTELS OF AMERICA
Thanks to the Nittany Lion Inn’s status as a historic hotel, Hospitality Services employees can take advantage of discounted pricing at participating Historic Hotels of America National Trust locations. Discounted rates are available by booking through http://www.historichotels.org/employees.php using Corporate/Promotion Code ‘HHE’. Photo ID and proof of employment at a qualifying location are necessary at check-in. Due to availability, and voluntary pricing at individual hotels, the Historic Hotel employee discount may not be available at all properties.
EMPLOYEE ASSISTANCE PROGRAM (EAP)
PSHS cares about the health and well-being of its employees and recognizes that a variety of personal problems can disrupt their personal and work lives. For more information go to www.ohr.psu.edu.
STUDENT BOOK LOAN PROGRAM
The Book Loan Program was developed to benefit full-time student employees and to assist PSHS during difficult staffing periods. Students choosing to participate must work one full semester (full time employees are not eligible to participate). After meeting the required criteria of the program, PSHS will pay for the students’ textbooks for the following semester. A mandatory, brief orientation meeting is held at the beginning of spring and fall semesters that interested students must attend. Savings per semester average $350 or more.
We offer professional development opportunities that complement your departmental training while helping you to map your career path in the hospitality industry. We encourage you to learn more about these programs and to discuss your professional goals with your supervisor.
HOSPITALITY CERTIFICATE PROGRAMS
Achieve recognition for hospitality excellence through certification from the AH&LA Educational Foundation. Certifications are available for various levels of employees. For information visit https://www.ahlei.org/Certifications/.
CENTER FOR WORKPLACE LEARNING AND DEVELOPMENT
Penn State offers a wide variety of development opportunities for employees. For additional information visit: http://ohr.psu.edu/learning/.
This program provides a venue for submitting your ideas on any process improvements that can be made here at Hospitality Services. While we prefer that you first speak to your supervisor or manager about your idea or suggestion, you are always encouraged to submit an idea through our Online Suggestion Box. Constructive suggestions are reviewed, communicated to our management team and, where appropriate, implemented. Please visit the following website to submit a suggestion:http://www.abservices.psu.edu/abshr/Feedback.cfm
PSHS recognizes outstanding performance in a variety of formal and informal ways. Employees, managers and supervisors are recognized as winners for performing service above and beyond the call of duty.
A PRIDE POINT recognizes you and the job you do. These points are given to the employees you feel have followed our unit-wide training, taken extra special care of our external and internal guests through the use of “The Five Steps to a Customer Encounter,” performed consistently in an excellent manner, participated in our safety programs, have gone that “extra mile” as a team member or performed various other PRIDE accomplishments.
Each month, four individuals are drawn from Pride Points submitted. The recipients will receive a redeemable card to order from Whiskers or Legends menus for their meal of the day. The meals to be eaten in the employee cafe during an employee’s lunch period. The group of monthly Pride Points recipients truly represents our culture of excellence in customer service, both to our internal customers as well as our external guests.
QUALITY ASSURANCE CONNECTION
Quality Assurance is the central point for guest information flowing in and out of PSHS. Our overarching goal is to consistently deliver outstanding guest service, and ensuring every guest is happy every time.
QUALITY FEEDBACK PROGRAMS INCLUDE:
- Written and online surveys
- Comment cards
- Listening & logging
- Focus groups
- Secret shopping
- Telephone interviews
- Kudos booklets
Feedback from guests is captured daily in a database. Managers access the information and make adjustments as indicated to increase guest satisfaction.
DEPARTMENTAL AND CROSS-DEPARTMENTAL MEETINGS
PSHS has an extensive network of meetings that ensure smooth business operations. You may be invited to attend one or more of these as appropriate.
Team Briefings are held in every department, for every shift. These briefings offer the following benefits to you:
- Daily reinforcement tool for Guest*Pride concepts.
- Daily reinforcement of technical training.
- Daily reinforcement of safe work procedures and environmental stewardship.
- Learn about daily occupancy and business levels.
- Learn about changes in the department, unit or PSU.
- Receive news.
- Be publicly recognized.
Conducting Team Briefings creates a way to demonstrate respect for team members, resulting in a highly informed and motivated team.
PRINT AND ELECTRONIC COMMUNICATIONS
In addition to the Daily Print, the PSU network is also available to inform and educate all staff on issues related to the workplace. Stay informed and up to date. Be sure to take advantage of these excellent resources.
This program provides a venue for submitting your ideas on any process improvements that can be made here at Hospitality Services. While we prefer that you first speak to your supervisor or manager about your idea or suggestion, you are always encouraged to submit an idea through the suggestion boxes. Constructive suggestions are reviewed, communicated to our management team and, where appropriate, implemented. Suggestion boxes can be found near the time clocks at either property.
The safety of our guests and employees is paramount in any given situation. Our Emergency Procedures Manual contains instructions for steps to take in an emergency. Every department has a manual readily accessible to employees. It is important to be familiar with its contents and responsibilities specific to your department and work area so that valuable time is not wasted should an emergency arise. Become familiar with the manual’s location and ask questions of your manager if anything is unclear.
REPORTING ACCIDENTS AND INCIDENTS
All incidents (employee or guest) must be reported to your supervisor. They will formally report the incident to A&BS Human Resources. Even incidents that DO NOT require medical attention must be reported. Each incident or “near miss” is thoroughly investigated to identify the cause(s). This information is used to identify the necessary corrective measures to prevent a recurrence. Instructions and specific forms are available in the Emergency Procedures Manual. Please note there are separate forms or guest incidents and employee incidents.
Training is available in First Aid, CPR, AED, General Safety Training, Hazardous Communications and Bloodborne Pathogens. Automated External Defibrillators (AEDs) are located at NLI by the Whiskers Pub. At TPS, AEDs are located in the courtyard lobby, on the wall left of the registration desk closest to Dean’s Hall, and in the main lobby (ground level) on the wall closest to the Executive Conference rooms. Work related safety training on AEDs is provided through the A&BS Safety Department.
Having a secure environment is about protecting people who are guests, employees, visitors, and others who are visiting our properties. It is also about protecting items that belong to those people and to PSHS.
Security at PSHS is a vital part of everybody's job. By understanding and implementing these security efforts, personal safety, the well-being of co-workers, and guest satisfaction will be ensured. University Police can be reached at 863-1111, and provides 24/7 support.
Because of the nature of our functions, employees of PSHS have access to confidential material in a variety of formats. It is the personal responsibility of each individual associated with PSHS to access only that material which is necessary to complete an assignment, and maintain the confidentiality of information obtained both directly and indirectly.
Employees are expected to keep the names of our guests confidential under all circumstances. Employees are not permitted to seek autographs. Confidential guest information includes but is not limited to guest home addresses, guest home telephone numbers and credit card information.
CREDIT CARD HANDLING/PCI COMPLIANCE
Refer to AD20 and PCI-DSS Policy for all A&BS Staff. The Payment Card Industry Data Security Standard (PCI DSS) Program is a mandated set of security standards that were created by the major credit card companies to offer merchants and service providers a complete, unified approach to safeguarding credit cardholder information for all credit card brands.
A disturbance is anything that interrupts normal activities or creates an uncomfortable environment for our guests or fellow employees. Remember to be aware of your surroundings while working. Be sure to keep the noise down when working in areas that guests may have open access to or be on the other side of the walls. Remember, we create the image for our guests. Always depict Guest*Pride standards.
All disturbances must be reported. Never put yourself in danger to handle a disturbance. Report what is happening or has happened to your manager or supervisor. If your manager or supervisor is not available, contact any manager on duty for assistance. If you feel safe approaching a person remain calm and polite, ask them if they need assistance; ask another employee to go with you.
In cases of emergency, you are empowered to contact police services directly by dialing “911.” Relay as much information to them as possible. After the police have been contacted, be sure to let ANY manager know they have been called, and always contact the HS General Manager.
GUEST ROOM SECURITY GUIDELINES
- Ask to see room keys before letting people into areas for guests’ use only (fitness room and guest rooms).
- Give room keys only to guests that you have positively identified as a guest, who are registered to a room.
- Keep your work keys in a safe and secure place at all times.
- Never lend your keys to another employee. Keys are assigned to specific individuals who acknowledge their responsibility.
LOST AND FOUND
The Housekeeping department handles all lost and found items. All lost and found items should be turned in immediately to the Housekeeping department. If the Housekeeping department is unavailable, lost and found items should be reported to or turned into the Front Desk. If a guest turns an item they found into you ask them when and where the item was found and take the guest’s name. If a guest tells you that they have lost an item, help them contact Housekeeping or the Front Desk.
The Housekeeping department will log all lost and found items and will keep them for 60 days, with the exception of perishable items such as food. If the items are unclaimed after 60 days, they will be discarded or sent to Salvage. Management may make a decision to retain items at the Front Desk that may be helpful to give to guests who have forgotten items (ex: chargers, umbrellas).
Under no circumstances will an employee of PSHS not turn guest items into lost and found or take items from lost and found. If an employee is found to have not turned in a guest item or taken items from lost and found, this will be treated as theft.
For additional information please refer to AD13.
Theft is defined as taking or possessing property of another without right or permission. Specific violations include but are not limited to:
- The unauthorized removal or possession of University or guest property.
- The consumption or taking of food, food products and supplies without purchase or authorization.
- The use or misuse of University equipment and supplies to include, but not limited to: office equipment and supplies, food and food products and/or services for personal use or gain.
How can you help prevent theft?
- Do not bring valuables to work.
- All lockable interior doors should remain shut and locked.
- All perimeter exit doors must be secured at all times. Any doors found ajar are to be closed and reported to management.
- If a guest is concerned about theft of their personal items, direct them to the Front Desk; we have safety deposit boxes where some items can be secured.
If a guest reports something stolen remain calm and sympathetic. You should obtain as much information as possible regarding the theft. Contact a manager or supervisor to report the theft; they will notify University Police Services. Never admit PSHS is at fault or discuss security incidents with guests.
A suspicious person can be anyone - an employee, visitor, or guest - who gives you a feeling that something might be wrong. If you see a suspicious person contact your manager or supervisor to let them know what you have seen. Never approach anyone who you feel is not safe.
If you feel safe approaching a person remain calm and polite, ask them if they need assistance. Never accuse or threaten a suspicious person. Follow up with your manager to let them know the outcome.
Responsible Alcohol Management Program (RAMP)
Responsible Alcohol Management Program (RAMP) was created by the Pennsylvania Liquor Control Board to help licensees and their employees to serve alcohol responsibly. RAMP offers practical advice for licensees operating restaurants, hotels, clubs, distributors, and even special occasion permit holders. Completion of the program provides certification for two years. Certified trainers educate food & beverage staff on alcohol service intervention procedures. This includes understanding social norms, identifying liability issues, defining visible impairment, practicing techniques for refusing to serve intoxicated guests, reviewing our “Responsible Service Policy” and how to properly document any alcohol-related incidents. All bartenders must be RAMP certified before being scheduled to work alone.
Building Relationships that Last
Our guest service is founded on the principle that each and every employee has complete ownership of the entire guest experience. Winning experiences that our employees share with our guests are delivered with warmth, sincerity, friendliness, and pride.
Our Guest*Pride Mission is “Building Relationships That Last”. It begins with two steps to controlling a guest’s perception and their goals: Selling Image and Selling Attitude. It continues with five steps to a successful guest encounter:
- Rapport – Get the guest to like you
- Discovery – Discover the guest’s general needs
- Anticipate – Anticipate the guest’s special needs
- Solution – Create the right solution
- Act – Take personal responsibility and immediate action
From the employees who interact face-to-face with our external guests to employees who work to support them - EVERYONE has ownership in the entire guest experience. With this responsibility, everyone is empowered to do whatever it takes to make sure the guest is satisfied so long as that action is not illegal, immoral/unethical, unsafe, or degrades the satisfaction of other guests.
|FRONT OFFICE MANAGER||865-8552||
HUMAN RESOURCES & INFORMATION TECHNOLOGY
|Human Resources Contact List||http://abshr.psu.edu||Select Finance and Business, Intercollegiate Athletics HR|
Human Resources Shared Services
|863-5701||HRServices@psu.edu||520 James M Elliott Building|
|Brad Martz, IT Manager||863-5064||
2nd Floor, TPS
|A&BS IT Support||863-2336||
|EMPLOYEE RELATIONS OFFICE||
|EMPLOYEE BENEFITS OFFICE||
|PENN STATE PAYROLL OFFICE||
|AFFIRMATIVE ACTION OFFICE||
|UNIVERSITY POLICE SERVICES||
ETHICS & COMPLIANCE HOTLINE