TEAM BOOKLET2014/15 WINTER SEASON

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WELCOMEWelcome to Natural Retreats CairnGorm Mountain – it’s great to have you as part of the team!

We’ve got great plans for CairnGorm Mountain and to get there it’s key we all work together as one team. We want you to love your job with us and enjoy your time here. This guide will detail the way we work and how the way we work can enable us to deliver our promise to our guests of an amazing experience at a truly unique and amazing location here at Cairn-Gorm Mountain.

It is key we are all working as hard as we can to make this the best season ever. Please ensure you familiarise yourself with the contents of this guide and together we can ensure that we deliver amazing service, an amazing product and have an amazing culture here at CairnGorm Mountain!

Enjoy!

Janette JanssonGeneral Manager

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natural retreats and cairngorm mountainNatural Retreats are delighted to run operations at CairnGorm Mountain, marking the beginning of a 25 year long-term lease.

Natural Retreats have a highly ambitious vision for the next 25 years, we’re aiming to elevate this incredible destination. The most remarkable natural landscape, located in one of the world’s most beautiful countries, CairnGorm Mountain provides the ultimate playground for mountain bikers, triathletes, skiers, hikers and snowboarders.

Natural Retreats strives to enable people to enjoy a way of life in the natural world, and we want to deliver world-class experiences at CairnGorm Mountain for everybody. We are big believers in access for all, and this remarkable landscape, thanks to the funicular, can be enjoyed by everyone, despite age or ability. The funicular was designed to strengthen the tourism sector, which is a vital part of the local economy in what is now the CairnGorms National Park. It enables snowsports enthusiasts to access the mountain in conditions which would have closed the chairlift, and provides summer visitors with an easy and enjoyable route into the heart of some of Scotland’s most beautiful scenery.

We will improve all aspects of the Resort – building a leading nursery slope for beginners who will enjoy world-class lessons. The current Day Lodge will be replaced in the next few years with a Centre of Excellence for athletes, and it is from here that we will develop future gold medal winners. It will also provide a Centre of Activity for children and a Centre of Experience for all.

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our company valuesAt Natural Retreats - CairnGorm Mountain our dream is to help everyone connect and love CairnGorm Mountain. We don’t complicate matters, we keep it simple with the 3 A’s. The 3 A’s are our company values.

These are our ways of working – and if we all work in this way we will make an AMAZING team.

Amazing Product

Ensure that everything we do as a company is of the highest standard if it isn’t we will stand and deliver until it is. Standard of product is paramount and something we pride ourselves in—we must get this right. If you spot something that isn’t right then please don’t ignore it. Amazing Service

Go the extra mile for all our guests and aim to achieve great feedback. All of our people will have amazing knowledge of CairnGorm Mountain and the local area and will be able to pass on their detailed knowledge to visitors and guests, to ensure they make the most out of their experience. Without our guests and visitors we are nothing, we recognise there are many places they can spend their time and money and we are humbled that they chose us—so we will repay them and deliver every time! Amazing Culture

We recognise and reward achievement. Teamwork is everything and we recognise that. We are all in it together and it is important we love what we do and we enjoy who we work with. Our culture is the difference between us and other companies, and we will always work hard at being a fantastic company and a fantastic place to work. We will never forget where we came from and remain humble and hardworking.

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creating an amazing experienceBy offering Amazing Service with an Amazing Product and having an Amazing Culture we will create an Amazing Experience for our guests and our teams.

Uniform – all team members will be issued with a uniform relevant to their role on the Mountain. Please take pride in your appearance and ensure your uniform is kept clean and presentable at all times. We ask that you also take pride in your personal grooming and keep make up and jewellery minimal. Name badges will be provided to everyone on site which you will be required to wear at all times whilst on site. Jeans are not acceptable in any department. Full details can be found in the company uniform policy.

Timekeeping – great timekeeping is essential to deliver an amazing guest experience and if you are going to be late for work it is imperative that you call your line manager to let them know when you expect to be in. If there is persistent lateness it may lead to disciplinary action.

Know your stuff! – you’ll be given a large amount of information during your induction about CairnGorm Mountain and when you begin working in your department familiarise yourself with the product or service that you will be offering. If you don’t know something ask one of your colleagues or your line manager. You may be asked to help support in other departments from time to time and by understanding the product and service you will be able to offer amazing service.

Communication – be respectful to everyone, guests and other team members alike. If you are unable to help a guest go and find someone who can and ensure you keep the guest informed. If a guest is not satisfied with any aspect of their visit to CairnGorm Mountain remember to keep a friendly and professional manner throughout and escalate the points of concern to the relevant manager.

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need to knowsTeam Facilities – There are rooms dedicated for team members in the Day Lodge and in the Ptarmigan building. You are able to leave all your personal belongings here but please remember not to bring any valuable items.

Clocking in and out – All team members need to log in and out of work using the hand scanners. You will be shown these as part of your induction.

Staff pass – This will be issued to you at induction. Please carry this at all times. Should you lose your staff pass please inform the ticket office to cancel your pass to prevent others using it to access ski tows.

Pay – All team members are paid at the end of the month directly into your bank account. Please note that payslips are accessible on line via www.epayslips.com. Please contact the HR department to get your unique log on details.

Car parking – For those of you travelling by car to work there are parking facilities available on site. Remember to car share where possible.

Unable to attend work due to sickness? – If you are unable to attend work due to sickness or any other reason please contact your line manager as soon as possible in order for cover to be arranged.

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Severe Weather – The weather may mean that all or parts of the operations on the mountain and the funicular may be closed for all or part of the day. Should this happen please follow the instructions given out at your induction. You may be required to sign in at the gates so please ensure you familiarise yourself with the process.

Smoking – Smoking is not permitted in any buildings on site. If you smoke you must ensure that you do so out of sight of guests.

Alcohol and Drugs – Any team members considered to be under the influence of alcohol or illegal drugs whilst at work may be suspended and be subject to disciplinary action.

Queues on site – We are all responsible to ensure that our guests receive amazing service at CairnGorm Mountain so please ensure that you are respectful at all times and do not jump to the front of any of the queues on site this includes in The Storehouse, Ptarmigan, Ticket Office, lifts and tows etc. Our guests should always go first. The only exception is our Ski School Instructors or Ski Patrollers take precedence on ski uplift due to the nature of their roles.

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benefitsFree Lunch every day! – All team members can get free soup and a bread roll at lunchtime on the days they are working. Discounts are available on all other food and drink in The Storehouse or Ptarmigan. You just need to show your staff pass.

Outfitters – we have a great range of products available in our Outfitters stores and all team members can get 20% discount on non sale items over £5. Again you just need to show your staff pass.

Snow Sports – with your staff pass you are able to use all of our snow sports uplift facilities. You are also able to borrow skis from the pool available for our team (subject to availability and the needs of guests). You may be able to join skiing or snowboarding lessons free of charge by prior arrangement with The Ski School. 6 complementary day tickets are also available for you to give to your family or friends.

Local discounts – We have discounts at local shops and restaurants. Details are displayed on team noticeboards.

ASVA cards – We are a member of the Association of Scottish Visitor Attractions and we have 8 cards which allow CairnGorm team members to visit other attractions across Scotland eg: Edinburgh Castle. If you would like to use one of these cards please visit the Administration Office on the top floor of the Day Lodge.

Aviemore Highland Resort and Dalfaber Country Club – We are members for both the Aviemore Highland Resort and the Dalfaber Country Club. You are able to use your staff pass to gain entry to the swimming pool and gym facilities. Details can be found on team noticeboards.

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visitor management planConserving the beauty of CairnGorm Mountain is all of our responsibility and whilst we do not want to stop anyone’s enjoyment of the mountain there are some key points that all team members need to be aware of to ensure we conserve the beauty of CairnGorm for now and for generations to come. The CairnGorm Plateau has only recently been given a European environmental designation and there is concern that the high numbers attracted to the mountain by the funicular could damage the plateau unless access is restricted. This is covered by what is called the Visitor Management Plan.

Please ensure you familiarise yourself with these key points and if you have any questions, no matter how small, please speak with your manager for further guidance. The conservation system is a legal responsibility and you may be questioned by guests to the mountain and we must be clear on what are the guidelines for everyone to follow.

• With the exception of skiers and snowboarders anybody who goes up the mountain in the funicular must come down in the funicular.

• Ski Spectators are able to exit the Ptarmigan building to view the skiing and snowboarding but they must not go out of the defined ski area and they must descend via the funicular.

• Ski mountaineers cannot use the funicular to access the plateau but they can use other uplift.

• Mountaineers are not able to take the funicular as a short cut to the plateau.

• Mountaineers are able to climb the mountain and buy a one way ticket down the mountain.

• There is signage at the base station and at the point of sale outlining the VMP. There is further signage at the top station at the exit of the building also outlining the VMP.

• Guest Services team members will issue guests with an explanation of the VMP

• With the exception of guide dogs, no dogs permitted on the funicular.

• Funicular Operators will be responsible to check no large sacs or crampons are taken on the funicular.

If a guest does not wish to adhere to the guidelines despite you explaining the reasons for them please inform your line manager immediately.Page 14

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health & safety

We have to be aware that whilst we are working in beautiful surroundings the mountain can also present many issues with respect to our personal safety. We take the health and safety of both our team and our guests very seriously and we need all the team to be vigilant at all times.

Accident prevention and reporting – If you do spot a safety hazard try and put it right yourself, so long as it is safe to do so. For example if there is something lying on the ground that could present a trip hazard, move it out of the way. If you can’t fix it yourself complete a safety concern form and pass this to your line manager.

First Aid – We have qualified First Aiders in all areas of the site and in winter our Ski Patrollers are even more highly qualified to deal with any accidents. If you have an accident of any description when you are at work please ensure this is entered in an Accident Book and Incident Report form and contact the HSE Advisor.

Fire Safety – As part of your induction training you will receive training in Fire Safety. Remember to never block any fire exits with equipment.

Food Safety – for all team members working in the Storehouse or Ptarmigan you will have specific training covering all you need to know to keep you and our guests safe.

REMEMBER: The safety of our team and our guests is vitally important. If there is anything you are unsure about please ask.

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notes

Thank you for taking the time to learn more about working at Natural Retreats CairnGorm Mountain. We hope you have an enjoyable season with us, and we look forward to working with you.

www.CairnGormmountain.org