Mission Point Handbook

Mission Point Resort 1
WELCOME TO MISSION POINT RESORT
On behalf of Mission Point Resort, we welcome you to our team, and wish you every success
here. We believe that real success can only be achieved when individuals are aware of, and
carry out their roles and responsibilities as members of a team. We also believe that each team
member contributes directly to our growth and success, and we hope you will take pride in
being a member of our team.
Each member of our team plays a critical role in providing a superior, supportive experience,
both in terms of service and our product. Mission Point Resort is successful when we:
Provide knowledgeable, friendly and personalized guidance to all employees;

Ensure the achievement of our financial and service commitments to our various owners;
Work with attention to detail and take pride in everything we do;
Treat each other with courtesy, respect and compassion;
Foster teamwork in a fun and unique work environment; and
Provide opportunities for learning and career advancement.
Our management staff will work to provide you with a professional, supportive and creative
working environment. Communication is a key element, and it is our desire to maintain a work
atmosphere where communication flows freely. Mission Point Resorts Open Door Policy reflects
this commitment. If you have any suggestions on how we can enhance our service, product, or
workplace, please let us know, as your ideas and input are keys to our mutual success.
We hope that your experience as a team member of Mission Point Resort will be enjoyable and
rewarding.
MISSION POINT RESORT

Vision Mission Values
MISSION STATEMENT
Mission Point will be regarded as the place to stay for family fun, superior weddings, and
groups wishing to provide their attendees with a unique, relaxed meeting experience. We will
receive national recognition for excellence in service and quality.
Mission Point will be regarded by the island residents as a good neighbor that is always there to
lend a helping hand and provide support for local organizations and charities.
By committing to our values, service basics, credo and the six diamonds of service excellence,
our reputation, revenue and rev/par will develop to lead our market.
The Mission Point management team will consistently support and energize all employees to
continuously provide inspired service, strive for enhanced productivity and ensure guest
satisfaction. This will be accomplished by creating an environment of genuine care, trust,
respect, fairness and teamwork.
Six Diamonds of Service Excellence
1. Greet each and every guest and employee (warm welcome)

2. Show sincere interest in each guest
3. Take pride in your job, resort and self.
4. Comply with the guest wishes and strive to exceed the guest expectations
5. Take responsibility to resolve guest challenges
6. Deliver a warm and sincere Thank you and ask the guest to return
Credo
Mission Point Resort is a place where the genuine care and comfort of our guest is our highest
mission.
We pledge to take sincere interest in each guest and provide them with a warm and relaxed
experience that will create lasting memories.
The Mission Point experience will exceed guest expectations and create an enduring wish to
return.
The 20 Basics of Service
1. The Mission Point Credo will be owned and energized by all associates.
2. The six diamonds of service excellence will be known and practiced by all associates.
3. All associates will strive to practice lateral service to create a positive work environment.
4. Any associate that receives a guest complaint owns the complaint and will take action to correct
the challenge.
5. All guest request or reported challenges will receive a follow up call within twenty minutes, to
verify proper resolution and guest satisfaction.
6. Uncompromising levels of cleanliness are the responsibility of every associate.
7. Smile We are on stage.
8. Use the proper vocabulary. Choose words like good morning, certainly, how may I help you,
and my pleasure.
9. Be an ambassador of Mission Point Resort inside and outside the workplace. Always talk positively
no negative comments.
10. Escort guest rather than pointing out directions whenever possible.
11. Be knowledgeable of resort information (hours of operation, daily events etc.) All employees are
required to carry a reduced copy of the daily events schedule at all times while on duty.
12. Always recommend the resorts retail and food and beverage outlets prior to outside facilities.
13. Use proper telephone etiquette: answer within 3 rings and with a smile. When necessary ask the
caller may I place you on hold, Do not screen calls, eliminate transfers whenever possible.
14. Uniforms are to be immaculate. Wear proper safe footwear (no open toe shoes) and always have
on your nametag.
15. Take pride and care in your personal appearance. Adhering to all grooming standards.
16. All associates will successfully complete new hire orientation, training certification, and/or annual
re-certification.
17. All associates are to know their roles during emergency situations and are to be aware of the fire
and life safety processes.
18. Notify your supervisor immediately of hazards, injuries or unsafe conditions. Practice energy
conservation and proper maintenance of hotel property and equipment.
19. Protecting the assets of Mission Point Resort is the responsibility of every associate.
20. We are ladies and gentlemen serving ladies and gentlemen. As service professionals, we treat our
guest and each other with dignity and respect.
VALUES
Our customer commitment and philosophy of service is based on the credo and the six
diamonds of service excellence.
In all our dealings we will treat guest, fellow employees and vendors with dignity and
respect, based on trust and integrity.
We will establish Mission Point Resort as the employer of choice by using innovation in the
way we recruit, select, train and celebrate the successes of our employees.
Creative and inspired ideas that generate excitement, guest satisfaction and revenue
will be encouraged and rewarded at all levels.
We will hold each other mutually accountable for the overall successful performance of
Mission Point Resort.
We will always keep the best interest of the resort and ownership in high regard so that
we may enjoy a long term profitable and successful business relationship.
GENERAL PRACTICES AND PHILOSOPHIES
Communication, Problem Resolution and Suggestions for Improvement
We understand the importance of open communication and the valuable contribution you
add to our organizations success. We have a workplace where communication is encouraged
and problems can be discussed and resolved in a mutually respectful environment.
To help foster positive communication, the Hotel may schedule a meeting. It is important that
you attend scheduled meetings so that you have access to current information.
You are encouraged to offer your thoughts and suggestions. We will make every effort to
address your concerns. If you have a suggestion or an idea about an improvement, please
present it to your supervisor, or the human resources department.
If you have a complaint or a problem, we ask you to first discuss it with your supervisor. When
bringing problems to a supervisor's attention, please use a positive approach and come
prepared with possible solutions. We appreciate ideas and feedback from you. Direct,
cooperative interaction between the immediate supervisor and the employee is essential to
solving most problems. If, at this stage, an appropriate solution to the problem cannot be
developed, or if additional assistance is needed, please contact an Executive Committee
Member, the Human Resources Director, or the General Manager.
We believe that the strategy of direct, open communication combined with a sincere desire to
resolve problems is the most effective approach, and one that develops strong, mutually
beneficial relationships.
At-Will Employment
Mission Point Resort employment policy is "at-will". Under the "at-will" policy, neither you, nor
Mission Point Resort is committed to continuing the employment relationship for any specific
term. Rather, the employment relationship will continue at will. Either side may terminate the
relationship at any time, with or without cause, for any reason or no reason, and with or without
notice. In deciding to work for the Mission Point Resort, or continuing to work for the Company,
you do so with this understanding, and with the acceptance of these terms of employment.
Immigration Form I-9

The Immigration Reform and Control Act Of 1986 (IRCA) prohibits employers from hiring or
recruiting any alien not lawfully admitted for permanent residence or authorized to be
employed by the IRCA or by the U.S. Attorney General. The IRCA also prohibits employers from
continuing to employ unauthorized workers after their unauthorized status becomes known, and
imposes strict procedural obligations on employers to ensure against the employment of
unauthorized workers. Per Federal law, all employees are required to complete an I-9 form upon
hiring. Employees who fail to provide the required documents will not be allowed to work until
they comply with the law.
Employee Information Release

Only the following information will be released to an individual or organization making an inquiry
regarding a current or past employee of Mission Point Resort:
Position(s) Held Dates of Employment Wage or Salary
Where required by law, information will be released accordingly. In order for information to be
released outside the parameters of this policy, Mission Point Resort requires the written
authorization of the employee.
GENERAL PRACTICES AND PHILOSOPHIES
Anti-Discrimination Policy
It is the policy of Mission Point Resort to provide equal employment opportunity to all employees
and applicants for employment without regard to race, color, gender, religion, national origin,
age, marital status, sexual orientation, status as a qualified individual with a disability, veteran
status, pregnancy, or citizenship.
As an employer covered under the Americans with Disabilities Act, Mission Point Resort will
provide reasonable accommodation to qualified individuals with disabilities. The need for an
accommodation should be discussed with the employee's supervisor or with the Director of
Human Resources.
Mission Point Resort is dedicated to maintaining a work environment that is free from illegal
harassment of any kind. Employees should not be subjected to harassment on the basis of any
protected category. Harassing conduct, includes but is not limited to (i) epithets, slurs, negative
stereotyping, or threatening, intimidating or hostile acts that relate to race, color, religion,
gender, national origin, age, marital status, sexual orientation, disability, pregnancy, citizenship,
or veteran status; (ii) written or graphic material displayed in the work environment that
denigrates or shows hostility or aversion toward an individual or group because of race, color,
religion, gender, national origin, age, sexual orientation, marital status, disability, pregnancy,
citizenship, or veteran status. Harassing conduct will not be tolerated at Mission Point Resort.
Any employee who believes that he/she has been subjected to harassment should report this to
their supervisor, Human Resources, or the General Manager. Management will promptly and to
the extent possible, confidentially investigate allegations of harassment, and will discipline, if
appropriate, up to and including termination anyone behaving in a manner as described in this
policy. If your issue is not resolved, and you have exhausted the above described procedure,
you may contact Mission Point Resort for assistance.
Mission Point Resort prohibits any form of retaliation against any employee for filing a bona fide
complaint under this policy or for assisting in the complaint investigation. However, if, after
investigating any complaint of unlawful discrimination, Mission Point Resort determines that an
employee intentionally provided false information regarding the complaint, disciplinary action
may be taken against the one who gave the false information.
Workplace Violence
Employees who believe threats or acts of violence have been made against them or others
should report the details of the incident(s) to their supervisor and Human Resources as soon as
possible. All incidents of violence and threats of violence that are reported will be investigated.
Any person who engages in a threat or violent action on hotel property may be removed from
the premises as quickly as safety permits and may be required at managements discretion, to
remain off Mission Point Resort premises pending the outcome of an investigation into the
incident. Once a threat has been substantiated, it is Mission Point Resort policy to put the threat-
maker on notice that he/she will be held accountable for his/her actions and then follow
through with the implementation of a decisive and appropriate response.
Under this policy, decisions may be needed to prevent a threat from being carried out, a
violent act from occurring or a life-threatening situation from developing. Mission Point Resort
will make the sole determination of whether, and to what extent, threats or acts of violence will
be acted upon by the Company. In making this determination, the Company may undertake
a case-by-case analysis in order to ascertain whether there is reasonable basis to believe that
workplace violence has occurred. No provision of this policy shall alter the at-will nature of
employment at Mission Point Resort.
Sexual Harassment Policy

Mission Point Resort is committed to ensuring that our workplace is free from sexual harassment
and discrimination. We expect all of our staff members to be equally committed to this
philosophy, and to demonstrate this commitment in their daily behavior. Sexual harassment is
debilitating, intimidating, and demoralizing for its victims regardless of whether they are men or
women. Mission Point Resort prohibits any form of sexual harassment. Conduct such as
touching, comments of a sexual nature, sexual gestures, and displaying inappropriate pictures
are examples of forms of sexual harassment. Sexual harassment can include unwelcome sexual
advances, requests for sexual favors, and other verbal or physical actions of a sexual nature
when:
Submitting to them is an explicit or implied term or condition of employment.
Submission or rejection is used as a basis for employment decisions.
The conduct interferes substantially with a person's work performance.
The conduct creates an intimidating, hostile, or offensive work environment.
Harassment can be, but is not limited to:
Verbal (epithets, derogatory comments or slurs of a sexual nature)
Physical (assault, blocking movement, or other physical interference with normal

work or movement directed at a person because of his or her sex)
Visual (derogatory posters, cartoons, or drawings of a sexual nature)
Sexual favors (unwanted sexual advances that make employment benefits conditional
to sexual favors)
Any employee who believes he/she has been the subject of sexual harassment should report
the alleged act immediately to their Supervisor, the Human Resources Director or General
Manager. The alleged harasser will then have the opportunity to respond to the allegation. An
investigation of all complaints will be undertaken immediately. Any employee who has been
found by the Hotel to have harassed another employee will be subject to appropriate sanctions
depending on the circumstances, up to and including termination. If your issue is not resolved,
and you have exhausted the above described procedure, you may contact Mission Point
Resort for assistance.
Ethics and Integrity

Mission Point Resort conducts its business fairly, impartially, in an ethical and proper manner, and
in compliance with all laws and regulations. We are committed to conducting our business with
integrity underlying all relationships, including those with citizens, guests, suppliers, communities,
and employees. The highest standards of ethical business conduct are required of Mission Point
Resort employees in performance of their responsibilities. Employees will not engage in conduct
or activity that may raise questions as to the companys honesty, impartiality or reputation or
otherwise cause embarrassment to the company. Employees will avoid any action, whether or
not specifically prohibited in the hotels personnel policies, which might result in or reasonably
be expected to create an appearance of:
Giving preferential treatment to any person or entity.
Losing impartiality.
Adversely affecting the confidence of the public in the integrity of the company.
Every employee has the responsibility to ask questions, seek guidance, report suspected
violations, and express concerns regarding compliance with this policy. Retaliation against
employees who report genuine concerns will not be tolerated. If your Issue is not resolved, and
you have exhausted the above described procedure, you may contact Mission Point Resort for
assistance.
JOB RELATED PRACTICES AND RULES
Confidential, Private, and Sensitive Information

Due to the nature of our business, Mission Point Resort employees have a responsibility to
protect confidential, private, and sensitive information that may, in the course of their duties,
become known to them. In order to protect this information, each employee must maintain the
confidential nature of information that is not generally known to the public, including but not
limited to:
Proprietary Software or Processes

Pricing Information
Trade Secrets
Customer Lists
Private Guest Information including, but not limited to name or room number
Employee Lists
Private Employee Information
Business Plans
Data Bases
Training Materials
Do not, under any circumstances, make any statements to the press. All inquiries from the press
or media should be directed to the General Manager. Additionally, no media photography is
permitted at the Hotel without the consent of the Executive Office.
Employees are in a position to observe the personal lives of many people. You must refrain from
discussing your observations either within or outside the Hotel. Employees may not ask a guest
for an autograph, or disclose that they are staying at the Hotel to anyone not employed by the
Hotel. An employee's telephone number, address, or schedule should never be released to
anyone without the employee's permission. Refer all inquiries about an employee to the Human
Resources office.
Dress Code, Appearance, Name Tags, Uniforms, and Lockers

Mission Point Resort expects employees to dress for work in a professional manner that displays
an exceptional service image, and is not distracting or disrespectful to guests, vendors, or fellow
employees. The Hotel reserves the right to determine whether an employee is fit for duty, and
will be permitted to work. The following guidelines apply to all employees; however, your
property may have additional grooming guidelines:
Practice good personal hygiene habits (i.e., daily bathing, brushing teeth, use of
deodorant and mouthwash).
Keep hair clean and neatly styled. Extreme hairstyles, as determined by management, are
not permitted.
Men shall be clean-shaven or have fully grown mustache that is neatly trimmed at all
times.
Avoid heavily scented perfumes, colognes or after-shave lotion.
Use of smokeless tobacco while on duty is strictly prohibited.
Use of chewing gum in a guest area while on duty is strictly prohibited.
When required by Hotel management, nametags will be worn at all times.
If you are not required to wear a uniform, your clothing should be in good business taste,
appropriate to your job, and in good repair. For females, mini-skirts (shorter than three
inches above the knee), halter-tops, tank tops, low cut tops, and midriffs are not
permitted. Also, any blouse, skirt or dress of sheer material must be worn with a slip or
camisole.
Visible body piercing jewelry other than earrings (females only) is not permitted.
Footwear should conform to the approved safety requirements and adhere to

departmental standards. Closed-toe shoes and closed-heel or a closed heal strap are
required. Hiking boots, tennis shoes, slippers, flip flops, and athletic shoes are not permitted
unless it is part of your approved uniform, and is approved by management.
Sunglasses or dark lenses may be worn indoors only when prescribed by a physician.
Additional uniform clothing standards or restrictions may be required by government
health and safety regulations.

Dress Code, Appearance, Name Tags, Uniforms, and Lockers (continued)
Uniforms
Uniforms will be provided for employees based upon their position. Please avoid wearing
uniforms and name tags off property. Upon separation from the Hotel, all issued uniform articles
must be returned to the Hotel.
Telephone Use
Mission Point Resort relies on the use of telephones to communicate with guests, vendors, other
individuals, and organizations as required by business needs.
Use of Hotel phones, guest room phones, cell phones, and public area pay telephones for
personal calls is prohibited. Ask your friends and family members not to call you during working
hours. Calls of an emergency nature will be forwarded to you on a priority basis. Employees are
permitted to make or receive personal calls while at work only when absolutely necessary while
on a break or during lunch. Long-distance calls charged to the Hotel are not permitted. Please
note that the carrying and use of personal pagers, cellular telephones, MP3 players or similar
devises during your work shift is not permitted unless required by your job.
Employees should be aware that their telephone calls may be monitored from time to time to
ensure that Hotel communication and service standards are being met.
Electronic Mail, Voice Mail, Computer, and Internet Use

The Mission Point Resort maintains, as part of its business, computers and related hardware and
software. These systems are provided to assist in the conduct of business within the hotel and
remain at all times Mission Point Resort property. All Hotel computers, e-mail facilities, and
Internet access accounts are Company property and may not be copied or transmitted to any
outside party or used for any purpose not directly related to the business of the organization.
They are to be used for Hotel business only and not for personal use, including the playing of
computer games or personal use of the Internet during work hours. To prevent computer viruses
from being transmitted through the system, employees are not authorized to download any
software or other files onto their computer or any drive in that computer from the Internet or
from a disk or other portable storage devise brought from outside the Hotel. Employees
interested in obtaining software from the Internet or using software outside of the Hotel must do
so only with the written authorization of management.
Employees may access only files or programs that they have permission to enter. Unauthorized
review, duplication, dissemination, removal, damage or alteration of files, passwords, computer
systems, programs or other hotel property, or improper use of information obtained by
unauthorized means, may be grounds for discipline up to and including immediate termination.
Employees accessing the Internet are representing Mission Point Resort when doing so.
Accordingly, all such communications must be authorized and should be for professional,
business reasons and should not be for personal use. Each employee is responsible for insuring
that they use their Internet access privilege in an effective, ethical and lawful manner.
Employees are prohibited from sending, saving or viewing offensive material. Offensive material
includes, but it is not limited to, sexual comments, jokes or images, racial slurs, gender specific
comments or any comments, jokes or images that would offend someone on the basis of his or
her age, disability, gender, race, religion, national origin, physical attributes, sexual preference
or any other classification protected by federal, state or local law. Any use of the Internet to
harass or discriminate is unlawful and strictly prohibited. Violators will be subjected to discipline
up to and including immediate termination.
Electronic Mail, Voice Mail, Computer, and Internet Use, (continued)
Examples of inappropriate use include, but are not limited to, activities supporting part-time
businesses, jokes, chain letters, notification of outside organization meetings, and receipt of
personal mail at the work place.
Each employee is responsible for the content of all text, audio or images they place or send
over the Internet. All messages communicated on the Internet should have the employees
name attached; messages may not be transmitted using another persons name or under an
assumed name. Employees who wish to express personal opinions on the Internet may not do
so using Mission Point Resort computers or accounts.
Please note that any communications, including text and images, may be disclosed to law
enforcement and other third parties without prior consent of the sender or receiver.
In addition, management may advise appropriate legal officials of any illegal violations.
Employees should expect that all information created, transmitted, downloaded, received or
stored in Hotel computers may be accessed by the Hotel at any time without prior notice, even
if previously deleted. Employees should not assume that they have an expectation or privacy
or confidentiality in such messages or information (whether or not such messages are password-
protected), or that deleted messages are removed from the system, because they are normally
recoverable.
Violations of any of the guidelines set forth above will result in disciplinary action up to and
including immediate termination.
Facilities Usage
We ask that employees confine their presence to areas directly connected with the
performance of their work. Unless on a work assignment or with prior approval, off-duty
employees may not be in working areas inside the Hotel, such as on a guest floor, in the
restaurant, the bar, in meeting rooms or any other guest facilities within the hotel, at any time.
Please utilize the most direct or authorized route to and from any work area and employee
facility areas. All uniformed staff members should use service elevators unless otherwise
authorized by their manager.
All public areas such as restaurants, guest elevators, rest-rooms, and shops are off limits and
may not be used by off-duty employees without prior authorization from the General Manager.
Only the Human Resources Director or General Manager may authorize the use of guest rooms
and food and beverage facilities by employees when done so according to a written policy
regarding employee use of facilities. Absent a written policy, use of public areas prohibited.
Employee Information Change

Maintaining current employee information is important because it enables the Hotel to reach
an employee in emergency, mail important information, and properly maintain insurance and
other benefits. It is also important to inform human resources when you complete additional
training or educational courses so that you may receive proper consideration as job
opportunities arise at the Hotel. The Human Resources department at the Hotel should be
notified promptly of changes in the following categories of information:
Name
Address, telephone number, and email address
Beneficiary or dependents listed in your insurance policy
Number of dependents for withholding tax purposes
Person to notify in case of emergency

Personnel Records
Mission Point Resort maintains records pertaining to employment in an employee's personnel file.
The personnel file is the property of the employer. Personnel files are not to be removed from
the Human Resources office. An employee may request to view their personnel file by making
an appointment with the Director of Human Resources. An employee is not permitted to
remove or otherwise alter the contents of the personnel file.
Counseling, Discipline and Performance Correction

The policy of Mission Point Resort is to attempt to provide employees with notice of
performance problems and an opportunity to improve. However, as an employer at-will, Mission
Point Resort reserves the right to remedy performance problems, and administer discipline up to
and including termination, as deemed appropriate. To determine appropriate disciplinary
action to be taken, the following factors are considered:
Severity of the problem or action

Frequency of the problem or action
Employee's past record both positive and negative
Employee's length of service
Employee's point of view about the problem
Impact or consequence of the infraction to the Hotel's business
Impact or consequence of the infraction to the Hotel's guest(s)
Impact or consequence of the infraction to other employee(s)
Some employee behaviors or work performance will result in immediate termination. Other
problems are more appropriately handled by warnings, counseling, additional training, written
reprimands, or a final warning, which will all lead to termination if satisfactory improvement is
not shown. Because no Handbook or policy can possibly list all behaviors that would be viewed
as unacceptable, you should use common sense in your conduct, behave at all times in an
honorable, safety-conscious and businesslike manner, and treat your co-workers, supervisors,
and customers with respect. Again, nothing in this policy should be construed to alter the at-will
employment relationship.
Attendance and Punctuality

The success of Mission Point Resort relies upon the efforts of many team members. Absenteeism
and tardiness place a burden on other team members and disrupts the Hotel's business
activities. Each employee's regular and punctual attendance is essential to personal, team and
Hotel success.
If you are unable to report to work, you must notify your Supervisor immediately, giving a
specific reason why you will be absent. Telling a co-worker that you will be absent is not
considered notification. Notice of absence must be given as far in advance of your scheduled
shift as possible (no later than two hours prior to the start of your scheduled shift).
You may be required to provide physician verification of illness for periods of absence that
exceed three days, if confirmation is needed regarding your fitness for work, if absenteeism
becomes excessive, or if the validity of your absence is questioned.
Excessive absences and or tardiness, regardless of whether excused or not, may be grounds for
disciplinary action up to and including termination, and are subject to the provisions stated in
the Counseling, Discipline and Performance Correction provision found in this handbook. Two
consecutive shifts absent without informing management will be considered job abandonment;
however, any no-call, no-show may subject an employee to termination depending on the
reason for the absence and the impact to the business.
Conduct
Whenever people are required to work together for any purpose, they need certain guidelines
to govern their personal conduct. Mission Point Resort considers work rules to be an important
responsibility. They are a necessary part of managing our business so that employees can work
safely and effectively. These rules apply equally to all employees.
Theft, Dishonest Conduct, and General Misconduct (continued)

Mission Point Resort will enforce these standards and rules on a fair and consistent basis.
Violation of the rules identified below may call for some form of disciplinary action, up to and
including termination, as determined at the sole discretion of hotel management. It is
necessary to point out that the types of misconduct identified below are merely examples of
conduct that may lead to disciplinary action up to and including termination. They do not
represent a complete or exhaustive list of all types of conduct that can result in disciplinary
action as it is not possible to identify each and every type of misconduct or infraction that might
lead to discipline. In addition, this policy does not alter in any way the employment-at-will
relationship.
Disrespectful, discourteous conduct towards guests, co-workers or management.

Falsification or careless completion of records, including but not limited to application
forms, work schedules, time sheets, clocking in/out for another employee and computer
records.
Any type of fraud, dishonesty or deception related to your job, whether or not such
constitutes a crime and whether or not there has been an arrest or conviction.
Engaging in intrusive behavior with regard to any Hotel guest such as soliciting autographs,
photos, tickets or any other requests not ordinarily connected with the functional
requirements of the job.
Uttering, publishing or distributing by either printed or electronic means, material or
statements that are false, vicious, malicious or confidential concerning the Hotel, or any of
its guests, employees or managers or concerning any other service establishment or
individual directly or indirectly related to the conduct of the Hotel or Mission Point Resort,
unless otherwise protected by law.
Disclosure of confidential guest information or revealing the presence or location of any
celebrity guests. Only the General Manager, the Public Relations Director, the Director of
Sales and Marketing, or a public relations firm retained by the hotel, may give information
to the news media or anyone outside the organization at any time.
Removal of or providing access to any Hotel records or proprietary information to
unauthorized persons. Removal of property belonging to an employee, visitor, guest, or the
Hotel including lost and found items. Removal of any food or beverage from the Hotels
premises without a properly completed pass signed by an authorized manager.
Unauthorized personal use of Hotel or guest telephones, including making long distance
phone calls.
Improper possession or use of Hotel keys, pager, cell phone, or Internet including, but not
limited to, losing, misplacing, loaning, duplicating, altering or removing from an authorized
area. Keys should be in the possession of the employee to which they are signed out at all
times; it is a violation of company policy to allow others to use your keys.
Conversion, destruction or misuse of Company funds, assets, equipment, or other property.
Use of Company or guest equipment or facilities for purposes other than Company
business without written authorization. Failure to maintain a satisfactory and accurate
accounting and control of cash banks. Making personal use of funds from cash banks for
any reason. Careless handling or loss of Hotel pagers, keys or cash.
Causing injury to another employee or guest or any act which results in a potential or real
loss or damage to you, another employee, the Hotel or a guest.
Altering or forging a guest check, credit voucher or adding an un-authorized tip to a guest
check.
Commenting or displaying negative body language regarding gratuities given or withheld,
or soliciting gratuities.
Immoral, indecent or illegal conduct, on hotel premises, soliciting persons for such
purposes or aiding or abetting in such acts.
Dishonesty or failure to report an act or plan of dishonesty or illegal activity, whether you
obtain knowledge directly or indirectly.
Insubordination, including refusal to do assigned work or refusal to perform work in the
manner described by a manager. Any employee feeling that an instruction from a
manager is unfair or unjust should first perform the task and then discuss their concerns with
their manager, the human resources department, or the General Manager.
Behavior which creates an intimidating, hostile or offensive work environment including
making unwelcome advances, requests for sexual favors and other verbal or physical
expressions of a sexual nature to guests or employees.
Abuse, defacement, damage, or destruction of Hotel, guest or a fellow employees
property.
Engaging in conduct detrimental to the business interests or reputation of Mission Point
Resort.

Discrimination against a guest or fellow employee because of race, color, age, religion,
sex, national origin, disability, sexual orientation, marital status, medical condition as
defined under state law federal law, pregnancy, childbirth and related medical conditions
or other protected groups under the law.
Fighting, intimidating, coercing, or use of threatening, obscene, or abusive language or
harassment of guests or other employees through verbal or physical conduct.
Engaging in horseplay, or creating any type of disturbance on the premises.
Receiving commissions or tips from vendors.
Engaging in outside business, personal interests, or activities and outside work for hire that
distracts from your job performance or creates a conflict of interest.
Interfering with the work efficiency of other employees.
Sleeping while on duty.
Voluntary Resignation
Mission Point Resort recognizes that employees may seek an opportunity with another
employer. We ask that the resigning employee:
Provide notice of their resignation in writing
Give at least two weeks notice
Return all property to the Hotel
Weapons Policy
Employees of Mission Point Resort are strictly prohibited from possessing or bringing any type of
weapon on Hotel property. This includes, but is not limited to, hand-guns, rifles, clubs, batons,
knives with blades over two inches in length, stun guns, or any type of explosive material. Any
employee discovered with any type of weapon, concealed or otherwise, as determined by the
Hotel, will be subject to immediate termination of employment.
Outside Employment
Employees are free to have outside activities, including employment, as long as there is no
adverse impact on Mission Point Resort. Adverse impact includes, but is not limited to
attendance or punctuality difficulties, job performance problems, conflict of interest concerns,
or the infringement of the proprietary interests of Mission Point Resort.
SAFETY
Employee Responsibility
Each employee at the Hotel is expected to perform work duties with the utmost care and
respect for safety considerations. In order to meet our commitment of compliance with all
health and safety laws applicable to our business, we enlist the help of all employees to ensure
that public and work areas are free from any safety and health hazards.
Mission Point Resort provides information to employees about workplace safety and health
issues through regular internal communication channels such as meetings, bulletin board
postings, memos, and electronic or other written communications. In addition, the Hotel has
established a workplace Safety Program, and its success depends on the alertness and
personal commitment of all employees.
Some of our best safety improvement ideas come from employees. If you have ideas,
concerns, or suggestions for improved safety in the workplace, you are encouraged to discuss
them with your supervisor.
Employees, who violate safety standards, fail to use required safety equipment or materials,
cause hazardous or dangerous situations, or who fail to report or where appropriate remedy
such situation, may be subject to disciplinary action, up to and including immediate
termination. Observance of safety rules is essential to prevent on the job injuries and maintain a
safe workplace. Each employee is expected to:
Read and follow all Hotel safety procedures.

Report unsafe conditions or potential hazards to management.
Report any accident or injury, no matter how minor, to Hotel management or the Human
Resources department immediately.
Read and follow machinery and equipment operating instructions.
Not engage in horseplay.
General Safety Rules
Follow all safe work policies and procedures as outlined and available within each department.
1. Be thoughtful, orderly and aware in your activities. Many injuries are the result of horseplay
and/or lack of proper attention to a task being performed.
2. Practice good housekeeping around your work area. Clean and straighten as you go, rather
than just at the end of your shift.
3. It is your responsibility to use the safety devices including but not limited to face masks,
harnesses, head and eye coverings, and all other required or applicable equipment provided
for your protection at all times.
4. Protect your back by lifting with the stronger leg muscles not with the back.
Never attempt to lift an object that is too heavy or bulky to be moved safely by one
person. Enlist the help of others.
Avoid twisting movements as you lift.
Never lift an object when stretching across a counter, shelf, or table. Pull the object
toward you or walk yourself to the object before lifting.
Think before you lift, and use common sense and good judgment. Ask for help lifting
heavy, large, or awkward items.
Reporting a Work-Related Injury or Accident
All accidents or injuries, regardless of how insignificant the injury or accident may appear, must
be reported immediately to your manager. If an injury does not currently require medical
attention, the appropriate forms must still be completed in case medical treatment is needed
later, and to insure that any existing safety hazards are corrected. The Employees Claim for
Workers Compensation Benefits form must be completed when an injury requiring medical
attention has occurred.
The Occupational Safety and Health Administration requires that we keep records of all
accidents that occur during the workday. State and local law may also require that you report
any workplace illness or injury, no matter how slight. If you fail to report an injury, you may be
subject to disciplinary action up to and including termination of employment. If you experience

a work-related injury or accident, follow these steps:
1. Report the incident to both your shift supervisor and the Human Resources Director
immediately. All incidents or accidents causing injury to a person or property must be
reported within two hours.
2. If a serious injury occurs, call the hotel operator, who will call 911 for emergency
response, so that you may be transported to a medical facility. If the injury is minor, a
supervisor may accompany you to an approved provider for treatment. At this time, you
will be instructed to submit to drug testing if you are required to do so according to the
Hotels Drug and Alcohol Free Workplace Policy as it relates to post accident testing.
3. Complete the incident report forms no later than the next day.
4. If you have any questions or need additional information, contact the Human Resources
Director.
Hazardous Materials Handling

Before you handle any cleaning agents or other potentially hazardous chemicals, review the
Material Safety Data Sheets (MSDS) on the products. Take responsibility to ensure that you are
trained in the use of any product that may be hazardous prior to handling such products. The
Hazardous Materials Manual, which reviews proper handling procedures, is available to all
employees. Management at your hotel will instruct you on where these documents are located
at your property.
Care of Equipment
Employees are expected to use care when using Hotel equipment. Inappropriate use of
equipment cannot only cause damage to the equipment, but can also cause injury. Damage
caused to machinery, property or equipment should be reported to management immediately.
Hotel machinery, property or equipment is not to be removed from the premises without
authorization from management.
Fire Protection Rules

1. Familiarize yourself with the location of all fire extinguishers and emergency exits throughout
the building.
2. Take all precautions to prevent fire hazards.
3. Never block fire extinguishers or emergency equipment.
4. Report any missing fire extinguishers or emergency equipment to the Human Resources
Director, Director of Engineering, or Night Manager immediately.
5. Report any fire, regardless of how small to the Hotel operator immediately. Be able to report
the exact location of the fire.
6. If a notice to evacuate is given, respond quickly and calmly. Descend stairs calmly,
but quickly, and make sure to use the handrails. Do not use the elevator.
Drug and Alcohol Free Workplace Policy

Mission Point Resort believes that a healthy and productive work force, safe working conditions
free from the effects of drugs and alcohol, and maintenance of excellence in the quality of
Mission Point Resorts products and services, are important to the Company, our employees,
owner, customers, and the general public. The abuse of drugs and alcohol creates a variety of
workplace problems including increases in on the job injuries, increased absenteeism, increased
burden on health and benefit programs, increased workplace theft, decreased employee
morale, decreased productivity, and a decline in the quality of our products and services.
To balance the interests of the Company, its employees, and the welfare of our customers and
owners, it is the policy of Mission Point Resort to prohibit the use, possession or sale of illicit drugs
and alcohol in the workplace, away from the workplace while conducting Company business,
or while operating a Company vehicle. Any violation of this substance abuse policy will result in
disciplinary action up to and including termination.
COMPENSATION
Work Schedules
Employees will be informed of their work schedule; however, staffing needs, operational
schedules, and customer needs may necessitate variations in starting and ending times as well
as variations in the total work hours that may be required. Management reserves the right to
schedule employees to work overtime. Whenever possible, management will offer overtime
work on a voluntary basis before assigning overtime. Requests for time off must be submitted in
writing to the employee's supervisor. Time off is usually granted on a first come, first serve basis,
and will be granted or denied based on the needs of the operation. You may not exchange
shifts without the prior approval of your manager.
In case of an emergency, Management reserves the right to require employees who are not
scheduled to report to work. Management will provide employees with as much advance
notice as possible.
Overtime
There may be times when you will be required to work overtime so that we may meet our
guests needs, or to complete assigned duties. Your manager must approve all overtime in
advance.
Mission Point Resort complies with all the provisions of the Fair Labor Standards Act and
applicable state regulations with respect to the payment of overtime to all non-exempt
employees. For the purpose of calculating overtime, only time worked shall be counted toward
meeting overtime calculation requirements.
Direct Deposit
Most Mission Point Resort hotels pay by direct deposit if you elect this service. With direct
deposit, your paycheck is sent electronically from the Hotel to a checking or savings account(s)
at the bank of your choice.
COMPENSATION (continued)
Pay Corrections
Mission Point Resort takes all reasonable steps to assure that employees receive the correct
amount of pay and are paid promptly on the scheduled payday.
If you feel there is a discrepancy or error on your paycheck, promptly discuss it with your
manager, who will bring it to the attention of the payroll administrator. Errors will be promptly
corrected.
Pay Advances
Mission Point Resort does not provide payroll advances or extend credit to employees.
Employment Classification
Introductory Period
The first 90 days of every employees tenure is considered the Introductory Period. During this
period, you will be able to determine if your new job is suitable for you, and Mission Point Resort
will have an opportunity to evaluate your work performance. However, just as there is no
guarantee that you will be allowed to continue employment for the duration of the introductory
period, completion of the introductory period does not guarantee employment for any period
of time thereafter, and does not alter the employment at-will relationship.
Full-Time Employee
A full-time employee regularly works 30 hours or more each week.
Part-Time Employee
A part-time employee regularly works less than 30 hours each week.
Regardless of the full or part-time distinction, employees earn the right to participate in Mission
Point Resort benefits as provided by the qualification requirements stated for each benefit, and
as mandated by state law.
Temporary Seasonal Employee

A temporary seasonal employee is someone who is hired to work for a specific period of time or
for a specific project. A temporary seasonal employee is not entitled to benefits, except as
required by law.
Clocking In and Out, and Breaks

Employees are responsible for clocking in prior to starting work. Clock in only when you are in
full uniform and ready to work. Clock out promptly at the end of your shift. Clock in no sooner
than five minutes prior to your scheduled start time. Clock out as soon as your supervisor has
given permission for you to leave.
We insist that all employees to take a 30-minute un-paid break for lunch. Employees are
responsible for clocking in and out during this time. If you forget to clock in or out, complete a
time adjustment form and obtain the necessary approvals as soon as possible.
ASSOCIATE HANDBOOK ACKNOWLEDGMENT
I acknowledge that I have received a copy of the Mission Point Resort Associate Handbook,
which outlines many of the guidelines and company procedures for employees of Mission Point
Resort. I understand that I will be responsible for all the information that it contains.
I acknowledge that I have read and understand the policy on Harassment, including sexual
harassment. I understand that I am responsible for adhering to the policy and understand that
if involved in any potential harassment situation, I will cooperate in any and all investigations
that may take place. I also understand the reporting procedures and guidelines, including the
appropriate people to whom I may report a possible instance of harassment.
I understand that the guidelines and procedures presented may not be inclusive and may be
subject at any time to change or revocation at the sole discretion of the Company.
I also understand that the Associate Handbook does not constitute a contract, expressed or
implied, nor is it to be interpreted to be a contract between the Company and me. I
understand that the Company is an at-will employer and that I am hired at will. Just as I may
voluntarily leave at any time, my employment may be terminated at any time, with or without
cause, and with or without notice at the option of the Company. I also understand that no one
may alter the terms of the at-Will relationship, except the Owners of Mission Point Resort, and
that such at-Will alteration must be done in writing.
I also understand that violation of any of the rules and regulations set forth in the Associate
Handbook can subject me to disciplinary action and/or immediate termination of employment.
Since the information in this handbook is subject to change/revision, it is understood that any
policy changes supersede or eliminate the policies listed in the handbook.
I understand that if I have any questions, that I may have them clarified by my Manager,
Human Resources Director, General Manager, or the Corporate Human Resources Director.
Employee Name____________________________________ _
(Please Print)
Signature Date

Mission Point Handbook

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Mission Point Resort 1

WELCOME TO MISSION POINT RESORT

Provide knowledgeable, friendly and personalized guidance to all employees;

MISSION POINT RESORT

Vision Mission Values

Six Diamonds of Service Excellence

1. Greet each and every guest and employee (warm welcome)

The 20 Basics of Service

GENERAL PRACTICES AND PHILOSOPHIES

Communication, Problem Resolution and Suggestions for Improvement

Immigration Form I-9

Employee Information Release

Position(s) Held Dates of Employment Wage or Salary

Sexual Harassment Policy

Submitting to them is an explicit or implied term or condition of employment.

Submission or rejection is used as a basis for employment decisions.

The conduct interferes substantially with a person's work performance.

The conduct creates an intimidating, hostile, or offensive work environment.

Harassment can be, but is not limited to:

Verbal (epithets, derogatory comments or slurs of a sexual nature)

Physical (assault, blocking movement, or other physical interference with normal

Visual (derogatory posters, cartoons, or drawings of a sexual nature)

Ethics and Integrity

JOB RELATED PRACTICES AND RULES

Confidential, Private, and Sensitive Information

Proprietary Software or Processes

JOB RELATED PRACTICES AND RULES

Dress Code, Appearance, Name Tags, Uniforms, and Lockers

Footwear should conform to the approved safety requirements and adhere to

JOB RELATED PRACTICES AND RULES

JOB RELATED PRACTICES AND RULES

Electronic Mail, Voice Mail, Computer, and Internet Use

JOB RELATED PRACTICES AND RULES

Electronic Mail, Voice Mail, Computer, and Internet Use, (continued)

JOB RELATED PRACTICES AND RULES

Employee Information Change

JOB RELATED PRACTICES AND RULES

Counseling, Discipline and Performance Correction

Severity of the problem or action

JOB RELATED PRACTICES AND RULES

Attendance and Punctuality

Theft, Dishonest Conduct, and General Misconduct (continued)

Disrespectful, discourteous conduct towards guests, co-workers or management.

JOB RELATED PRACTICES AND RULES

Theft, Dishonest Conduct, and General Misconduct (continued)

JOB RELATED PRACTICES AND RULES

Read and follow all Hotel safety procedures.

General Safety Rules

Reporting a Work-Related Injury or Accident

subject to disciplinary action up to and including termination of employment. If you experience

Hazardous Materials Handling

Fire Protection Rules

Drug and Alcohol Free Workplace Policy

JOB RELATED PRACTICES AND RULES

Temporary Seasonal Employee

Clocking In and Out, and Breaks

ASSOCIATE HANDBOOK ACKNOWLEDGMENT

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