Académique Documents
Professionnel Documents
Culture Documents
Handbook
New England – page 1-128
California – page 129-250
All other lodges – page 1-125
Introductions 2.11
Mission Statement 2.12
Great Expectations 2.13
Service Standards 2.14
Our Promise 2.15
Our Culture 2.16
Howlin’ Have To’s 2.17
PGW 2.18
I’d like to take this opportunity to welcome you to Great Wolf Resorts. As a new employee, or
as we like to say, “Pack Member”, we are so excited that you have decided to join our team.
In the brief history of Great Wolf Resorts, we have seen explosive growth. Our first Great Wolf
Lodge indoor waterpark resort opened in 1997, and we now have thirteen resorts across North
America, with more on the way. Through it all, the one constant has been our steadfast belief
that our Pack Members, and the exceptional guest service they provide, are what distinguish our
brand from our competitors.
In the coming pages, more detail will be provided, but I wanted to highlight a few of the
foundational pillars of our organization’s culture:
Our Mission Statement: “Create Family Traditions, One Family at a Time”. This tenet
captures our enduring commitment to our guests. We aspire to provide them with an
experience so memorable and captivating that they very much look forward to returning
again and again.
Our Brand Promise: “We Make Time For Your Family”. This summarizes the pledge we
make to our guests and each other through our daily actions. Our guests are our #1
priority at all times. At the same time, we are a family company made up of families.
Every Pack Member deserves a positive and inclusive work environment with
opportunity for growth.
Our Core Values: Respect, Integrity, Accountability, Competence, Teamwork. These values serve
as the common thread between us all, establishing standards that we hold ourselves and
each other to.
These principles are the backbone of our brand. We ask that you embrace these and instill them
in your workday. This will ensure that we delight our guests, provide our Pack Members with a
great work environment, and that our company continues to grow, creating advancement
opportunities for us all.
Rubén A. Rodríguez
CEO, Great Wolf Resorts
In 1997 the 1st Great Wolf Lodge opened in WI Dells, WI. The resort grew to 309 Rooms and a 40,000 Sq
Ft Indoor Waterpark by 1999. A new trend in the hospitality industry was born, combining quality
accommodations with the finest in family recreational activities.
In 2001, the 2nd Great Wolf Lodge opened in Sandusky, OH. This was Ohio’s 1st Indoor Waterpark
Resort and the beginning of the Great Wolf Resorts brand.
By 2003, Great Wolf Resorts grew its family to 4 resorts, opening new properties in Traverse City, MI and
Kansas City, KS.
In June 2004, Great Wolf Resorts opened Blue Harbor Resort, a new brand with the same mission, values,
promise and standards of service. In March 2011, Great Wolf Resorts sold Blue Harbor Resort to
Claremont New Frontier Resort, LLC.
In 2005, Great Wolf Resorts opened two new lodges - Great Wolf Lodge, Williamsburg, VA and Great
Wolf Lodge, Pocono Mountains, PA.
In 2006, Great Wolf Resorts opened the first International Great Wolf Lodge in Niagara Falls, Ont which
was a joint venture with Ripley’s Entertainment. Not only was this the first International lodge, but the first
franchise adventure.
In 2006, Great Wolf Resorts also opened Ohio’s second Great Wolf Lodge in Mason, OH. The Great
Wolf Lodge in Mason is the first property to include a conference center. It includes 6 Ballrooms, 7
meeting rooms and a boardroom.
In December 2007, Great Wolf Resorts opened Great Wolf Lodge Grapevine, TX. Just outside of Dallas,
this lodge is the largest property with 8 stories, over 600 suites and an 80,000 square foot indoor waterpark.
The first Great Wolf Lodge west of the Rocky Mountains opened in Grand Mound, WA in March 2008.
Located between Seattle and Portland, this lodge was a joint venture with the Confederated Tribe of the
Chehalis Reservation.
In March 2009, Great Wolf Resorts opened Great Wolf Lodge, Concord, NC. Located 20 miles from
Charlotte, this property is the most recently built Great Wolf Lodge.
In May 2014, Great Wolf Resorts opened Great Wolf Lodge, New England. Located outside of Boston in
Fitchburg, MA, this property was the first conversion model for Great Wolf Resorts.
In March 2016, Great Wolf Resorts opened Great Wolf Lodge, Southern California. Located in
Garden Grove, CA, this property was the first indoor waterpark in California!
PACK MEMBER HANDBOOK
PAGE 5 OF 250
REV. 07-16
FAMILY TRADITION
DEPARTMENT: EMPLOYEE RELATIONS TRADITION: 2.11 - INTRODUCTION
DESCRIPTION: EXPLAINS THE PURPOSE OF THE PACK MEMBER HANDBOOK
This “Pack Member Handbook” is the handbook for employees (“Pack Members”) of Great
Lakes Services, LLC, a Delaware limited liability company (referred to in this Handbook,
collectively with its affiliated companies, as the “Company”), and a subsidiary of Great Wolf
Resorts, Inc., who are assigned to work entirely or primarily at one or more resorts managed by
the Company. This Handbook does not apply to other employees of the Company.
The policies, programs, and procedures described in this Handbook are not conditions of
employment, but merely intended as guidelines, except for the policy of employment at will.
Neither the policies contained in this Handbook nor any other written or verbal communications
by any manager, officer or representative of the Company (each of these Pack Members is called
a “Director”) are intended to create a contract of employment for a definite term or a warranty or
promise of benefits. The Company adheres to the policy of employment at will, which permits
the Company or the Pack Member to terminate the employment relationship at any time, for any
lawful reason, with or without advance notice, and with or without cause. A Director has no
authority to make any contrary representation, statement or promise to any Pack Member. Any
modification to the at-will relationship must be in writing and signed by the Chief Executive
Officer of the Company.
This Handbook supersedes all previously issued Pack Member Handbooks and inconsistent
verbal or written policy statements with respect to Pack Members. The Company reserves the
rights to revise, delete, and/or add to the provisions of this Handbook at any time and from time
to time, with or without prior notice. To be effective, however, any such revisions, deletions, or
additions must be in writing signed by the Chief Executive Officer of the Company. No oral
statements, representations or promises can change the provisions of this Handbook.
Pack Members who have questions or wish to have further information about any particular
guideline in this Handbook, should contact his/her Director or Employee Relations.
BACKGROUND:
As part of the Tourism industry Great Wolf Resorts, Inc. aspires to Create Family
Traditions, One Family at a Time.
OVERVIEW:
The management and staff of Great Wolf Resorts, Inc. are committed to exceeding Guest
expectations through outstanding Guest service, quality accommodations, and the finest
in family recreational activities.
BACKGROUND:
Great Wolf Lodge holds all Pack Members to the high standards of the Great
Expectations.
OVERVIEW:
The Great Wolf Great Expectations are Respect, Integrity, Accountability, Competence,
and Teamwork – RIACT.
GREAT EXPECTATIONS:
Respect – Basic Human Kindness.
o Treat others with kindness and respect.
o Do not gossip about others.
o If Pack Member doesn’t have something positive to say about another individual,
he/she shouldn’t say it.
o Use tact in communicating with others.
o Graciously give and receive feedback.
Positive Feedback.
Feedback for Improvement.
Integrity – Honesty, Passion, Courage. Pack Members should:
o Be honest and sincere with their thoughts, actions and words.
o Practice what they believe in and have a passion for what they do.
o Treat every Guest as if they are the Pack Members first interaction of the day.
o Have courage to stand up for what they believe in.
o Have courage to face opportunities that lie in their path.
o Communicate to others and find a solution.
Accountability – Dependable, Focus, Follow Through
o Be dependable.
o Be at work and on time when scheduled.
o Understand that we are a team and we are only as strong as our weakest Pack
Member.
o Focus on Pack Member’s job.
o Be 100% focused while at work.
o Enjoy time off and return 100% focused.
o Leave personal dilemmas at home and remember that each Pack Member has a
variety of influences outside the resort that they too are leaving outside for the
good of the pack.
BACKGROUND:
Great Wolf Resorts is committed to providing superior service to both internal and
external Guests every day.
OVERVIEW:
This promise is adopted and embodied by all Pack Members in every aspect of their job
and every Guest interaction.
BACKGROUND:
The Promise is an integral part of the Great Wolf culture.
OVERVIEW:
Great Wolf Lodge commits to the promise “We make time for your family” both to
Guests and Pack Members.
BACKGROUND:
Great Wolf Lodge adopts a Culture to ensure consistency and quality for every internal
and external Guest experience.
OVERVIEW:
The Great Wolf Culture is composed of the Mission, Family Traditions, Service
Standards, the Promise, and the Great Expectations.
BACKGROUND:
Howlin’ Have To’s are tips to ensure exceptional Guest service by every Pack Member
every day.
OVERVIEW:
Howlin’ Have To’s are an integral part of the Pack Member job. These are practiced by
every Pack Member and are posted around the lodge for easy reference.
Great Wolf Lodge is committed to playing a leading role in conserving our planet’s natural
resources for future generations by educating and establishing green Traditions for both our
Guests and Pack Members. Through Project Green Wolf, Great Wolf makes sustainability a
priority in every aspect of the business every day while not compromising the Guest experience.
These efforts have resulted in Great Wolf being the first and only U.S. hotel chain to have every
property achieve Green Seal certification.
Project Green Wolf really took off in 2007 when Great Wolf Lodge began working toward
Green Seal certification. In 2009 the company:
Reduced electricity consumption by more than 1.5 million kWH
Reduced gas usage by 234,806 Therms
Reduced water usage by 4.5 million gallons
This focus on sustainability is still making a difference today. From 2011 to 2012 the company
consumed 4.43% less kWH of electricity and 8.77% less Therms of natural gas.
These positive results would not have been possible without the help of every single Pack
Member.
Pack Members support the Green Wolf principles and share this passion for sustainability by
making an effort to be green in all daily activities and leading by example. Small efforts can make
a big difference.
There are many ways Great Wolf Lodge maintains this Green status, including:
BACKGROUND:
As a Pack Member of Great Wolf Resorts, personal image is one of the first impressions
our Guests will remember about the resort.
OVERVIEW:
Our Guests vary widely in their cultures and social norms. For this reason, Great Wolf
Resorts maintains a conservative appearance to appeal to all our Guests, and would like
the Pack Member’s personality to shine through. Pack Members must be conscious of
their appearance, hygiene, and manners at all times.
Requests for Reasonable Accommodations. Any applicant for employment or employee
that requires a reasonable accommodation to the standards or requirements set forth in
this policy for reasons based on religion, disability or other grounds protected by federal,
state or local laws should contact their supervisor/department head/Employee Relations
representative. Reasonable accommodations based on protected status will be granted
unless they would cause an undue hardship on Great Wolf Resorts/Great Wolf Lodge.
GENERAL UNIFORM CODE:
Pack Members are expected to wear the uniform specific to their department.
Additions, deletions or alterations to uniforms are prohibited.
Uniforms are to be clean, pressed, and fit properly at all times.
Uniforms should have an appropriate fit. The uniform should not be worn too tight or
too loose. Because there are many body types, Great Wolf has allowed Pack Members
to provide their own parts of the uniform with the exception of logoed items.
Management reserves the right to have the Pack Member correct the fit of their uniform
at their own expense for non-issued items.
It is strongly recommended that Pack Members have a minimum of two (2) complete
uniforms.
The uniform shall be worn in its entirety when on duty.
When off duty and in transit to or from work, individual parts of the uniform cannot be
worn. It must be worn in its entirety or not at all.
When in uniform, Pack Members must comply with the Great Wolf Resorts Uniform and
Appearance Tradition whether on duty or not.
HATS AND HEADCOVERS:
Hats shall be company-issued and have the Great Wolf Lodge or branded logo.
Sweatbands are not allowed.
Hat brims of company issued hats must always face forward.
EYEWEAR:
Sunglasses are allowed for positions outside the resort.
Sunglasses may not be worn inside the resort.
Sunglasses should not be reflective so eyes are visible when speaking to Guests or Pack
Members.
Contact lenses should be a natural color.
FACIAL HAIR:
Beards, mustaches and goatees are acceptable.
Bare skin shall be shaven and presented in a professional manner.
Pack Members must be in compliance with safety and sanitation regulations with regard
to facial hair. Some local codes have specific requirements. See Department Director or
Director of Employee Relations.
JEWELRY:
Excessive jewelry is not allowed.
Safety and health regulations/standards may prohibit certain jewelry. Any changes from
this Tradition will be specified by Employee Relations and Department Director.
Icons on jewelry cannot contain profanity or be directed toward any protected class.
Earrings are allowed unless safety regulations require otherwise.
o Stud earrings must be less than ¼” in size.
o Hoop earrings must be less than ½” in size.
o No more than 2 earrings are allowed per ear.
Other piercings:
o One nose stud piercing is allowed. Hoops or bars are not allowed. Nose piercing
should be 1/8 inch in diameter or smaller.
o All other visible body piercings are not allowed. This includes tongue, eyebrow,
lip rings, studs, and spacers.
Necklaces:
o One gold, silver, pearl, or black necklace less than ¼ inch in diameter is allowed
unless safety regulations require otherwise.
o Beaded, rope, hemp, and leather necklace types are not allowed.
o If necklaces are allowed, a pendant no more than 1” in diameter is acceptable.
A maximum of two (2) rings per hand are allowed unless safety regulations require
otherwise.
Rings may not be any larger than the width of the finger.
One bracelet per wrist is allowed.
BODY TATTOOS:
Tattoo standards may vary by position. Employee Relations and the General Manager
reserve the right to determine which tattoos can be visible and will advise Pack Members
on appropriate methods of covering them.
Unacceptable tattoos must be fully covered by clothing or tattoo make-up. Unacceptable
tattoos include, but are not limited to: profanity, nudity and symbols or messages
directed toward any protected class. (See Employee Relations for clarity)
BACKGROUND:
In order to ensure superior Guest experience, Great Wolf Resorts limits the use of
personal cell phone use by Pack Members while on Great Wolf property.
OVERVIEW:
This code of conduct outlines the Great Wolf expectations for Pack Member personal
cell phone use while on Great Wolf property.
Failure to comply with this policy will result in corrective action up to and including
termination of employment.
ATTENDANCE:
Good attendance is a very important part of our operation and a Pack Member’s overall
job performance. If a Pack Member is late or absent for his/her scheduled shift, a
notation is made on his/her attendance record. Absenteeism and tardiness can cause
scheduling problems for the department and can adversely affect our ability to service our
Guests. A poor attendance record is grounds for corrective action up to and including
termination, and can affect the Pack Member’s ability to be rehired.
Pack Members should follow all attendance policies carefully. Great Wolf Resorts needs
the whole Pack to make it a wonderful experience for our Guests.
SCHEDULING:
UNABLE TO WORK
If something unexpected happens to prevent a Pack Member from coming to work (such
as injury or illness), he/she must report the absence to their Director or member of their
management team each day that they are absent. Pack Members are expected to call in at
least 4 hours prior to the start of their shift (2 hours for shifts beginning 6:00 AM to
10:00 AM). A call out counts as an infraction and will be factored into the corrective
action process. Failure to call in absent prior to a Pack Member’s shift will result in a No
Call/No Show. Pack Members must speak with a member of management from their
department; leaving a message is not acceptable.
SCHEDULE CONFLICTS
Whenever possible, a Pack Member should schedule needed days off in advance. Request
for days off must be submitted two weeks before the schedule is completed so that
reasonable adjustments can be made. Remember, these are requests only and subject to
approval.
TARDINESS
If a Pack Member is going to be late, he/she must call the Director/Manager prior to the
start of their shift. Failure to call to report to the Director/Manager that the Pack
Member will be late prior to the start of their shift may result in a No Call/No Show. If a
Pack Member is 6 or more minutes late for his/her scheduled shift, the Company may
take corrective action. If a Pack Member shows a pattern of tardiness, the Company may
take corrective action up to and including termination.
LATE, NO CALL
If a Pack Member will be late and fails to call the Director/Manager, they are unable to
provide a satisfactory experience for our Guests. This requires that the
Director/Manager begin calling others to come in to cover the Pack Member’s shift. It
would be better they know the Pack Member is coming, although late. Hence, a late
without calling is much more serious.
LEAVE OF ABSENCE
If a Pack Member needs to miss work for more than 3 consecutive days, they should
contact the Employee Relations office to check their eligibility for Family and Medical
Leave (FMLA). The Company does not provide unpaid Leave of Absences outside of
FMLA, unless otherwise required by applicable law. Each request will be processed on a
case by case basis. Please refer to the Family and Medical Leave Policy in the handbook.
DOCTOR’S NOTE
If a Pack Member misses a day of work due to illness, in some cases he/she may be
required to bring in a note from the treating physician (on the Pack Member’s first day
back to work). The note from the treating physician must have the dates which the Pack
Member was under his/her care, a valid address and phone number for the doctor, and
the Doctor’s name/signature. The note must contain any restrictions in detail the
treating physician has prescribed or a notation of a full release to return to work. The
Pack Member may be sent home if he/she does not provide a release to return to work.
(Pack Members in New England are required to provide a note from the treating
physician in cases where 24 or more hours of consecutive work are missed).
NO CALL/NO SHOW
A No Call/No Show is the failure to come in or call in for one or more shifts. Three
*Calls must be made consistent with the timelines and requirements listed in the
applicable paragraphs above.
Example:
Jeff works as a server in one of our restaurants.
Jeff is late for his shift on October 18th but calls to let us know. He receives 1 point
documented on his attendance tracker. Jeff calls off for his shift on October 31st, he
receives 3 points on his attendance tracker. Jeff is late for his shift on November 3rd, but
calls in to let us know. He receives 1 point documented on his attendance tracker. He
now has 5 points and is due a verbal warning.
Introduction
This Code of Business Conduct and Ethics (the “Code”) embodies the commitment of Great
Wolf Resorts, Inc. (the “Company”) to conduct our business in compliance with all applicable
governmental laws, rules and regulations and the highest ethical standards. All employees (including
officers) and members of our Board of Directors are expected to adhere to those principles and
procedures set forth in this Code that apply to them. We also expect the consultants we retain
generally to abide by this Code.
Among other things, this Code is intended to qualify as a code of ethics within the meaning of
Section 406 of the Sarbanes-Oxley Act of 2002 and the rules promulgated thereunder, for (i) our Chief
Executive Officer, President, Chief Financial Officer, Chief Accounting Officer and/or Controller, and
any other senior executive or financial officers performing similar functions and so designated from
time to time by the Chief Executive Officer of the Company, and (ii) our Chief Operating Officer,
General Counsel and any Executive Vice President, Senior Vice President, Regional Vice President or
Vice President (clauses (i) and (ii) collectively, the “Senior Executive and Financial Officers”). The
Company shall periodically, as the Company deems adequate, distribute the Code to its employees and
directors. Each employee of the Company should also read and be familiar with the Company's
Employee Handbook, as modified from time to time (the “Employee Handbook”). With respect to the
Company’s employees, this Code does not supersede the standards set forth in the Employee
Handbook or in any other applicable policies or codes of conduct, but rather should be read together
with the Employee Handbook and any other applicable policies and codes of conduct. Directors are
expected to comply with this Code and any other policies and codes of conduct adopted by the
Company that are applicable to directors. Additionally, this Code does not supersede the standards set
forth in the International Trade Compliance Guidelines, as may be adopted by the Company from time
to time, or in any other applicable policies, but rather should be read together with any such
International Trade Compliance Guidelines and any other applicable policies.
SECTION I
A. General
Employees and directors are expected to exhibit and promote the highest standards of honest
and ethical conduct, by, among other things, their adherence to the following policies and procedures:
Employees and directors shall engage in only honest and ethical conduct, including the
ethical handling of actual or apparent conflicts of interest between personal and
professional relationships.
Employees and directors shall inform the Chairman of the Committee of (a) any deviations
in practice from policies and procedures governing honest and ethical behavior that comes
to their attention or (b) any material transaction or relationship that comes to their attention
that could reasonably be expected to create a conflict of interest.
Senior Executive and Financial Officers shall demonstrate personal support for the policies
and procedures set forth in this Code through periodic communications reinforcing these
principles and standards throughout the Company.
The Company is committed to full, fair, accurate, timely and understandable disclosure in
reports and documents that it files with, or submits to, the SEC and in other public communications
made by the Company. In support of this commitment, the Company has, among other measures, (i)
designed and implemented disclosure controls and procedures (within the meaning of applicable SEC
rules) and (ii) required the maintenance of accurate and complete records, the prohibition of false,
misleading or artificial entries on its books and records, and the full and complete documentation and
recording of transactions in the Company’s accounting records. In addition to performing their duties
and responsibilities under these requirements, all employees involved in the Company’s SEC reporting
process, including each of the Senior Executive and Financial Officers, will establish and manage the
Company’s reporting systems and procedures with due care and diligence to ensure that:
Reports filed with or submitted to the SEC and other public communications contain
information that is full, fair, accurate, timely and understandable and do not misrepresent
or omit material facts.
Business transactions are properly authorized and completely and accurately recorded in all
All employees and directors will comply with all applicable governmental laws, rules and
regulations, and the Company’s Senior Executive and Financial Officers will establish and maintain
mechanisms to:
Monitor compliance of the Company’s finance organization and other key employees with
all applicable federal, state and local statutes, rules, regulations and administrative
procedures.
Identify, report and correct any detected deviations from applicable federal, state and local
statutes, rules, regulations and administrative procedures.
SECTION II
A. Conflicts of Interest
All employees and directors occupy a position of trust with the Company and, as a result, have
a duty of loyalty to the Company. Except as otherwise provided in the Company’s certificate of
incorporation in effect from time to time (the “Charter”), employees and directors are required to
avoid any relationship or activity that might create or give the appearance of a conflict between their
personal interests and the interests of the Company or its subsidiaries. The Company selects its
suppliers, vendors and contractors in a nondiscriminatory manner and based on appropriate quality,
cost, service and ability to supply a range of goods and services. A decision to hire a supplier, vendor
or contractor must never be based on personal interests or interests of family members, but must be in
the best interests of the Company and its shareholders. Similarly, a decision to enter into a contract
with a client or partner must be based on the best strategic, financial and other interests of the
Company and its shareholders, and must never be based on personal interests (including increased
commission or bonus payments to any employee covered by an incentive plan) or interests of family
members.
Employees must disclose any existing or proposed relationship that creates or appears to
create a conflict of interest to their supervisors, general managers or one of the Senior Executive and
Financial Officers or the Company’s General Counsel, or, in such person’s absence, the legal or
compliance personnel fulfilling such responsibilities (each an “Ethics Contact”). They must also
obtain written pre-approval before proceeding with any transaction, conduct or investment that creates
or appears to create a conflict of interest, such as: (1) engaging in personal business transactions that
arise from or are based upon an employee’s position of authority; (2) owning a financial interest (other
than less than two percent of the capital stock of a public company) in another company with whom
we do business and (3) participating in an opportunity discovered from information provided by a
competitor, client, customer or supplier.
Senior Executive and Financial Officers of the Company must disclose actual or potential
conflicts of interest to the Company’s General Counsel or the Board of Directors and obtain from the
Board of Directors written pre-approval before engaging in any such transaction or conduct or making
any such investment. Except as otherwise provided in the Charter, directors must disclose actual or
potential conflicts of interest to the Chairperson of the Committee and obtain from the
It is not possible to describe every conflict of interest. Some situations involving potential
conflicts of interest that may require disclosure include:
In addition, employees of the Company holding the title of (i) “general manager” with respect
to a resort property, or (ii) vice president or higher (clauses (i) and (ii) collectively, “Management
Employees”) must seek prior written approval before accepting an invitation to serve as an officer,
director or trustee (or similar role) of any other organization. Such written pre-approval may only be
provided to Senior Executive and Financial Officers by the Board of Directors of the Company, but
may be provided to other employees by the Company’s General Counsel or the Board of Directors of
the Company. If such service existed at the time of hire (or upon acquisition of a new company, at the
time an employee becomes employed by the Company) the employee must promptly disclose the
existence of such service and obtain approval to continue providing such service before doing so.
Service by an employee of the Company as a director or officer of a for-profit entity (other than the
Company, its subsidiaries and affiliates) is strongly discouraged.
Following the approval of this Code by the Board of Directors of the Company and its
distribution to all employees, Management Employees must promptly notify the Company’s General
Counsel, or in such person’s absence, the legal or compliance personnel fulfilling such role, or the
designated representative of the General Counsel or legal or compliance personnel, as applicable (the
General Counsel together with any such designated representatives and legal and compliance
personnel, a “Legal Contact”) of all positions they currently hold as officer, director, trustee (or similar
roles) in any other organization, provide any related information requested, and resign any such
position at the request of the Company. Management Employees must also update the Legal Contact
of any changes in such information.
B. Corporate Opportunities
Except as otherwise provided in the Charter, employees and directors owe a duty to the
Company to advance the Company’s legitimate business interests when the opportunity to do so
arises. Except as otherwise provided in the Charter, employees and directors are prohibited from using
corporate property, information or position for personal gain or competing with the Company.
C. Confidentiality
In carrying out the Company’s business, employees and directors often learn confidential or
proprietary information about the Company, its subsidiaries and affiliates and its and their customers,
prospective customers, partners or prospective partners or other third parties. Employees and directors
must maintain the confidentiality of all information so entrusted to them, except when disclosure is
authorized or legally mandated. Confidential or proprietary information includes, among other things,
any non-public information concerning the Company and its subsidiaries and affiliates, including its
businesses, financial performance, results or prospects, and any non-public information provided by a
third party with the expectation that the information will be kept confidential and used solely for the
business purpose for which it was conveyed.
D. Government Relations
The Company’s business activities are subject to antitrust and competition laws in the United
States and Canada and other countries in which it may in the future do business. These laws are
intended to promote fair competition and free enterprise by prohibiting activities that unreasonably
restrain or inhibit competition, “bring about a monopoly” (in the United States), artificially maintain
pricing or otherwise illegally hamper or distort normal commerce. These laws apply to such diverse
activities as marketing, procurement, contracting, and mergers and acquisitions. These laws
specifically prohibit or restrict agreements (including tacit and unspoken agreements):
The antitrust and competition laws are particularly relevant if you attend trade shows or trade
association meetings while acting on behalf of the Company because of the opportunity to interact
with competitors or potential customers. In order to avoid possible violations of such laws, you should
not discuss pricing, including pricing strategies and costs, in a manner that violates the law; the
allocation of customers, territories or markets; agreements not to compete or to compete only in a
limited fashion; agreements to regulate or limit production; or agreements to participate in group
boycotts. Any effort with another company or companies to seek relief from courts, regulatory
agencies or legislative bodies should be reviewed with an Ethics Contact before taking action.
G. Fair Dealing
The Company has a history of succeeding through honest business competition. We do not
seek competitive advantages through illegal or unethical business practices. Each employee and
director should endeavor to deal fairly with the Company’s customers, vendors, service providers,
suppliers, competitors and employees. No employee or director should take unfair advantage of
anyone through manipulation, concealment, abuse of privileged information, misrepresentation of
material facts, or any unfair dealing practice.
The Company conducts its international business transactions in compliance with all
applicable laws and regulations, including relevant anti-corruption and anti-bribery laws. In particular,
the Company is committed to compliance with the U.S. Foreign Corrupt Practices Act (“FCPA”) and
equivalent anti-bribery laws of other countries, as applicable. The FCPA makes it illegal to pay, offer
or promise to pay, or transfer anything of value, directly or indirectly, to a non-U.S. government
official for the purpose of obtaining or retaining business, securing an improper advantage, or causing
that official to improperly exercise their authority. This ban on illegal payments and bribes also
applies to the Company’s subsidiaries, agents and intermediaries.
The Company prohibits any person acting on its behalf (including employees, directors,
agents, consultants, or other third party business associates) from providing bribes in any form,
directly or indirectly, to any person, anywhere at any time for any business purpose. The Company
also prohibits persons employed by or acting on behalf of the Company from accepting bribes of any
kind.
The FCPA does not prohibit certain limited reasonable and good faith expenses, such as
modest gifts, entertainment, and hospitality (i.e., meals, refreshments, and travel expenses), which are
not in return for anything and are directly related to: (1) the promotion, demonstration, or explanation
the Company’s products or services; or (2) the execution or performance of a contract. The Company
does not prohibit limited and reasonable business expenses that are provided in good faith such as
modest gifts, travel, entertainment, and hospitality directly related to the promotion, demonstration or
explanation of the Company’s products and services or the execution or performance of a contract.
However, Company personnel and representatives must comply and limit any such expenditures in
accordance with guidelines provided by the Company and must consult a Legal Contact for related
guidance before making any such payment.
Employees (or the immediate family of employees) shall not use their position with the
Company or any of its subsidiaries to solicit any cash, gifts or free services from any of the
Company’s or any of its subsidiaries’ customers, suppliers, vendors, partners or contractors for
personal benefit. Gifts or entertainment from others should not be accepted if they could be
reasonably considered to improperly or materially influence the Company’s or any of its subsidiaries’
business relationship with or create an obligation to a customer, supplier, vendor, partner or contractor.
Following are high-level guidelines for receiving and giving gifts and entertainment:
All transactions, including any payments, provision of gifts, travel or entertainment expenses
shall be properly recorded in the accounting records of the Company in accordance with established
accounting policies and procedures in a manner that accurately and fairly reflects the transaction in
reasonable detail.
Employees must actively guard against the use of Company products and services by third
parties for the purpose of money laundering or illicit financing activity, including terrorist activity.
Money laundering is the process by which the proceeds of criminal activity are moved through the
financial system in order to hide all traces of their criminal origin. Money laundering is an essential
part of much criminal activity and has become the focus of considerable attention by governments,
international organizations and law enforcement agencies throughout the world. By contrast, illicit
financing activity, including activity by or for terrorist groups, focuses on the destination and use of
funds that may come from legitimate or criminal sources, or a combination of the two. The Company
is committed to cooperate fully with law enforcement and regulatory investigations concerning
possible money laundering or illicit financing activity. Strict rules specify time frames for complying
with such government inquiries or requests and for reporting certain activities that may bear upon
money laundering or terrorist activity. Therefore, your immediate action is vital in both reporting
requests and being responsive when given instructions by the Company.
It is the policy of the Company to comply with all applicable laws that govern transactions
involving embargoed countries and sanctioned parties targeted by U.S. economic sanctions.
The U.S. Department of the Treasury, Office of Foreign Assets Control (“OFAC”) and the
U.S. Department of State administer and enforce U.S. economic and trade sanctions and embargoes.
These sanctions and embargoes are based on U.S. foreign policy and national security goals with
respect to targeted non-U.S. countries and regimes, terrorists, international narcotics traffickers, those
engaged in activities related to the proliferation of weapons of mass destruction, and other threats to
the national security, foreign policy or economy of the United States. The Company is committed to
compliance with U.S. sanctions laws and applicable economic sanctions laws of other countries in all
of its activities.
OFAC administers national security and foreign policy based embargoes and “list based”
economic sanctions programs against certain countries and categories of blacklisted persons and
entities. Comprehensive embargoes apply to Cuba, Iran, Sudan and Syria. More limited embargoes
apply to Burma and North Korea. The Company generally cannot provide services that touch on
Cuba, Iran, Syria or Sudan. OFAC’s “list-based” sanctions programs target Specially Designated
Nationals and Blocked Persons (“SDNs”) based on the affiliation of such listed persons and entities
with the political regimes of these and other countries, including Cote D’Ivoire, Liberia and
Zimbabwe, among others. OFAC also administers list-based sanctions against individuals and
In addition to OFAC sanctions, the United States also maintains extraterritorial sanctions
measures that target trade or investment associated with Iran’s energy, banking and transportation
sectors by non-U.S. or U.S. companies under the Iran Sanctions Act (“ISA”). These sanctions are
administered and enforced by the U.S. Department of State. The ISA measures have gradually
expanded in scope over time, including most recently with the enactment of the Iran Freedom and
Counter-Proliferation Act in January 2013 and Executive Order 13645 in June 2013.
The Company is cognizant of the U.S. sanctions regimes and will conduct its business in
accordance with U.S. sanctions laws and applicable equivalent sanctions laws of other countries in
which it conducts business. This policy applies to all Company personnel equally whether they are
located in the United States, travel abroad or are located in other countries. This policy covers all
transactions conducted by the Company and requires all Company personnel to ensure compliance at
all times in the conduct of activities on the Company’s behalf. Company personnel are required to
alert a Legal Contact immediately if they identify a potential concern involving sanctions related
issues or questions.
L. Export Controls
The Company is committed to complying with applicable laws and regulations governing
international trade, including laws that govern exportation, reexportation and transfer of goods,
services, software, and technology including export control laws under the Export Administration
Regulations (“EAR”), as administered by the U.S. Department of Commerce’s Bureau of Industry and
Security and the International Traffic in Arms Regulations (“ITAR”) as administered by the U.S.
Department of State’s Directorate of Defense Trade Controls, as applicable.
Export laws can impact a wide range of the Company’s activities. Affected activities could
range from the shipment or transfer abroad of equipment and parts to locations in another country, to
less obvious situations, such as the transfer or “release” of technology or proprietary know-how by a
U.S. person to a non-U.S. national either within or in a location outside the United States. In brief,
export laws encompass any type of government regulation of the flow of goods, services, software,
and technology between countries and between citizens of different countries. Accordingly, Company
personnel are required to consult in advance with a Legal Contact for guidance on international
business activities or activities involving a potential transfer or release to non-U.S. destinations or non-
U.S. persons of tangible goods or intangible technology.
Our focus in personnel decisions is on merit and contribution to the Company's success.
Concern for the personal dignity and individual worth of every person is an indispensable element in
the standard of conduct that we have set for ourselves. The Company affords equal employment
opportunity to all qualified persons without regard to any impermissible criterion or circumstance.
This means equal opportunity in regard to each individual’s terms and conditions of employment and
in regard to any other matter that affects in any way the working environment of the employee. We do
not tolerate or condone any type of discrimination prohibited by law, including harassment.
The Company maintains its records in accordance with laws and regulations regarding the
retention of business records. The business of the Company and its subsidiaries generates a broad
range of information and communications. The information is created in many forms (such as
electronic mail messages, Web page content, word processing files, systems files and databases) and
communicated on various media (such as paper, digital audio, computer hard drives, CDs, DVDs and
diskettes, and cloud storage), whether maintained or stored at work or off site.
The Company requires all employees to comply with all applicable record retention policies
adopted by the Company from time to time, which prohibit the unauthorized destruction of or
tampering with any records in any format.
Employees and directors may, in the course of performing their duties, come into possession
of “material non-public information” about the Company or its subsidiaries or affiliates, or other
companies with whom the Company does business. “Material non-public information” includes,
among other things, any information that a reasonable investor would consider important in making a
decision to buy or sell securities. In short, it includes any information that could be expected to affect
the price of securities, either positively or negatively. Buying or selling securities based on such
information is referred to as “insider trading” and can result in substantial fines and imprisonment. It
is illegal for an employee or director to, directly or indirectly, buy or sell stocks (shares) or bonds or
other securities based on insider information or to discuss such information with others who might buy
or sell such securities, including shares or bonds. For a more complete description of the Company’s
policies regarding insider trading, see the Company’s Insider Trading Policy.
P. Reporting Concerns
The Company is committed to ensuring accountability for adherence to this Code. Employees
of the Company are encouraged to and should strive to identify and raise potential issues before they
lead to problems, and should talk to an Ethics Contact about the application of this Code whenever in
doubt. Any employee who becomes aware of any existing or potential violation of this Code should
promptly notify an Ethics Contact. Any director who becomes aware of any existing or potential
violation of this Code should promptly notify the Chairperson of the Board of Directors or the
Chairperson of the Committee.
We have established a confidential hotline for employees and directors to allow anonymous
reporting. Employees and directors can call 1-888-826-7515 to report any existing or potential
violation of this Code.
The Company will consider whether a matter reported should be investigated. The Company
will take such disciplinary or preventive action as it deems appropriate to address any existing or
potential violation of this Code brought to its attention.
Retaliation against any employee or director, who, in good faith, reports a concern to the
Company about illegal or unethical conduct, or a violation of this Code, will not be tolerated under
any circumstances.
SECTION III
Any amendment to this Code shall be made only by the Committee. If an amendment to this
Code is made, appropriate disclosure will be made in accordance with the rules and regulations of the
SEC and any other applicable legal or regulatory requirements.
Questions
Any questions about how these policies should be interpreted or applied should be directed to
an Ethics Contact or a Legal Contact, as applicable. A director, officer or employee who is unsure of
whether a situation violates this Code should discuss the situation with an Ethics Contact or Legal
Contact.
BACKGROUND:
Where job or business needs demand immediate access to a Pack Member, the company
may issue a business-owned cell phone, computer, printer, laptop, etc. for work-related
communications. To protect the employee from incurring a tax liability for the personal
use of this equipment, such equipment is to be used for business reasons only.
OVERVIEW:
This code of conduct outlines the Great Wolf expectations for Pack Member use of
company-issued cell phones and other issued equipment.
Failure to comply with this policy will result in corrective action up to and including
termination of employment.
BACKGROUND:
In order to assure fairness to both Guests and Pack Members, Great Wolf Lodge regulates
the circumstances under which Pack Members may play any games on-site which result in
a prize.
OVERVIEW:
Under certain circumstances as outlined below Great Wolf Lodge Pack Members may play
games at the lodge. Under all other circumstances, no Pack Member or family of a Pack
Member may play redemption games at the lodge.
BACKGROUND:
In order to protect both Pack Members and Guests, Great Wolf Resorts sets strict
guidelines for appropriate interaction to avoid disruptions to the work environment,
conflicts of interest, and charges of favoritism, discrimination, and sexual harassment.
OVERVIEW:
Pack Members may not develop or attempt to develop any relationship with Guests
outside of a professional one that relates directly to the work environment.
The exchange of personal contact information between Pack Member and Guest is
strictly prohibited. This information includes, but is not limited to:
o Phone numbers
o E-mail address
o Home address
o Schedules
o Social Media Profiles
Personal contact between Pack Member and Guest through professional contact
information such as work e-mail, company-issued cell phone, etc. is not permitted.
Pack Members who violate this policy will be subject to corrective action up to and
including termination.
Pack Members may not enter Guest rooms unless they meet all of the following:
o They are authorized and trained to enter Guest rooms
o There is a valid business reason (room cleaning, repair)
Pack Members will not interact with Guests in any way other than in a professional
manner that is directly related to the specific job and per the training for the job.
Pack Members may not make arrangements to meet with Guests while off duty. This
includes both on and off property
Pack Members may not use the facility for meetings with Guests for any personal matter.
Fraternization that interferes with Great Wolf Resorts culture, the professional environment, or
the safety of our Guests will be immediately addressed.
BACKGROUND:
The lodge and its facilities are for the exclusive use and enjoyment of our Guests. Pack
Member use of the facilities (exclusive of approved Wolf Pack Family Days or other
approved Employee Relations programs) during non-working hours require prior
approval from Director/Manager.
OVERVIEW:
Pack Members are not permitted to remain or loiter on property after their shift ends.
Pack Members must leave the lodge after clocking out.
Pack Members are not permitted to use the Lodge facilities when off duty unless during
an approved Employee Relations function or with specific approval of Employee
Relations.
The lodge should not be used as a gathering point for off duty Pack Members.
Off duty Pack Members are not permitted on property to use the Guest Wi-Fi.
Off duty Pack Members are not permitted on property to visit with working Pack
Members.
Pack Members must wait for rides in designated area.
Pack Members who arrive early before their shift starts must stay in back of house until
they clock in.
Pack Members, when visiting as a guest, must use main entrance.
Pack Members who violate this policy will be subject to corrective action up to and
including termination.
In accordance with applicable law, the Company prohibits discrimination or harassment because
of ancestry or national origin, race, color, age, religion, disability, service in armed forces, genetic
testing results, , sex (including sexual harassment, pregnancy, childbirth, or other pregnancy-
related conditions), , and any other basis protected by federal, state, or local law. Any such
discrimination or harassment is unlawful and will not be tolerated.
COMPLAINT PROCEDURES:
If the Pack Member believes he/she has been harassed on the job, or if they are aware of
the harassment of others, the Pack Member is strongly encouraged to provide a written
or verbal complaint, as soon as possible, to Employee Relations. If the Pack Member is
in management he/she is required to immediately report any harassment to Employee
Relations or to the Corporate Office. If the complaint is not resolved to the Pack
Member’s satisfaction, he/she should communicate the complaint to the General
Manager of the resort. Pack Members may also communicate the complaint via email to
the Corporate Office at compliance@greatwolf.com or by phone at (608)661-4722.
The Pack Member’s complaint should be as detailed as possible, including the names of
individuals involved, the names of witnesses, direct quotations when language is relevant,
and any documentary evidence (notes, pictures, cartoons, etc.). Disclosure of the
information contained in the complaint will be made on a need-to-know basis.
The Company’s complaint procedure provides for an immediate, thorough, and objective
investigation of any claim of unlawful or prohibited harassment, and appropriate
disciplinary action against anyone found to have engaged in harassment. A claim of
harassment may exist even if the Pack Member has not lost a job or some economic
benefit.
Applicable law also prohibits retaliation against any Pack Member by another Pack
Member or by the Company for properly using this complaint procedure or for filing,
testifying, assisting, or participating in any manner in any investigation, proceeding, or
hearing conducted by a governmental enforcement agency. Additionally, the Company
will not knowingly permit any retaliation against any Pack Member who complains of
prohibited harassment or who participates in an investigation.
All incidents of prohibited harassment that are reported will be investigated. The
Company will immediately undertake or direct an effective, thorough, and objective
investigation of the harassment allegations. The investigation will be completed and a
determination regarding the reported harassment will be made and communicated to the
Pack Member who complained and to the accused harasser(s).
If the Company determines that prohibited conduct has occurred, the Company will take
effective remedial action commensurate with the circumstances. Appropriate action will
also be taken to deter any future harassment. If a complaint of prohibited conduct is
substantiated, appropriate disciplinary action, up to and including immediate termination,
will be taken.
BACKGROUND:
During unique situations, usually inclement weather or pending weather, Pack Members
may opt to stay in the hotel overnight in anticipation of work the next morning.
These situations are infrequent and require General Manager and Director of Employee
Relations approval.
OVERVIEW:
To protect the property from potential liability and to advise the Pack Member of the off
duty expectations that coincide with an Emergency Stay, a Code of Conduct is articulated
in this Tradition.
The Code of Conduct will identify the expectations and circumstances under which a
Pack Member may stay in the hotel overnight without charge in anticipation of working
the next morning.
A sign off sheet must be issued to each Pack Member and this must be signed before an
Emergency Stay room will be released.
FOOD PROVIDED:
Discounted or free food may be provided to the Pack Member at the Lodge’s consent.
The food or cost associated is not covered in this Tradition and may vary by property.
BACKGROUND:
Great Wolf Resorts assumes no responsibility for the personal items of Pack Members.
OVERVIEW:
Great Wolf Resorts assumes no liability for the damage, loss, or theft of the personal
property of Pack Members by third parties.
All storage facilities, offices, and workspaces including desks and lockers are the property
of Great Wolf Resorts.
Great Wolf reserves the right to have access to all areas and to such property at any time
without advance notice to Pack Members.
In order to protect both Pack Members and Guests, video surveillance may be used.
Video surveillance will not be used in private areas of restrooms, showers and dressing
rooms.
All personal items are to be brought in a clear bag or backpack and all bags are subject to
search.
As a Pack Member of The Great Wolf Lodge, I hereby acknowledge and agree that I may be
involved in situations wherein my photo and/or likeness may be captured via photography,
videography or any other process. As such I hereby release Great Wolf Resorts and Great Lakes
Services, LLC, and their respective Directors, Officers and Pack Members from any and all claims
whatsoever arising out of or which may arise by reason of participation in any such photo shoot
including, without limitation, any claims due to personal injuries resulting from and/or arising out
of the alleged negligence of Great Wolf Resorts, Great Lakes Services, LLC, or their respective
Directors, Officers and/or Pack Members.
It is Company policy to protect the confidentiality of Pack Member records by handling requests
for information on present and former Pack Members in a professional and ethical manner.
Employee Relations may release employment information via the telephone for Unemployment
Cases with the state or for final verifications with financial institutions (i.e. day of confirmation of
employment during the closing on a home loan.)
All written requests for employment verification and reference checks must be referred to
Employee Relations, along with a signed release for information by the Pack Member. This
applies to both former and present Pack Members. Current Pack Members must sign a Release
Form to allow the release of information.
Information released must be limited to dates of employment, full time or part time status,
position held and pay rate. No additional information may be released (i.e. attendance records;
reason no longer employed; discipline; eligible for rehire, etc.).
Employee Relations may release additional information for unemployment and legal matters.
Pack Member requests for recommendations and references sent directly to the departments
must be forwarded to Employee Relations.
Inter-company reference checks must be handled through Employee Relations in the event of
Pack Members transferring to another Great Wolf Lodge, applying for a different position or
making a lateral transfer within Great Wolf Resorts. In such cases, employment information will
be accessible to full-time Management conducting the interview or those responsible for making
the hiring decision.
SMOKING:
To help promote a safe and healthy work place, Pack Members of legal smoking age may smoke
only in designated smoking areas while in uniform and only at times authorized by the
appropriate Director. Pack Members should see their Director for the designated areas. Other
than these designated areas, a Pack Member should never be seen in uniform and smoking on
property. This includes the use of electronic cigarettes and smokeless tobacco.
INTRODUCTION:
Every day, Great Wolf Lodge (the “Company”) strives to develop meaningful relationships
with our Guests and look for ways to improve the service Great Wolf provides them. In
the past, we've directly connected with our customers in person, through telephone calls, or
in e-mail conversations. Today, social networking tools such as Twitter and Facebook
provide the opportunity for the Company to engage in a whole new form of dialogue with
current and future Guests. For this purpose, Great Wolf Lodge engages Marketing and
Social Media Agents to foster and direct our social media presence. These professionals are
experienced and knowledgeable about the most effective way to promote our image and
brand, as well as communicate with our current and future Guests in the virtual world.
Despite our engagement of Marketing and Social Media Agents, the Company recognizes
that Pack Members may post about the Company, its employees, and its products and
services on blogs, wikis, and other social media platforms. Pack Members in every role and
level should feel free to share thoughts in all forms of social media—provided Pack
Members abide by this Policy when posting about the Company, its employees, or its
products and services. Additionally, Pack Members should note that all other Great Wolf
Lodge policies, especially RIACT, and practices apply to social media use by Pack
Members. The rules in the real world apply equally in the virtual world.
Also, please remember that while social networking is fun and valuable, there are some risks
Pack Members should keep in mind. In the social media world there is often no line
between what is public and private, personal or professional. That’s one reason why it is
important for Pack Members to clearly identify who they are and their affiliation with Great
Wolf Lodge when posting about the Company’s products or services.
The following terms constitute the Great Wolf Lodge Social Media/Interactive Sites Policy
(“Policy”) for Pack Members (“employees”) who post about the Company, its employees
or its products and services. Interwoven into this Policy are some general social
networking/media guidelines that are important for Pack Members to follow as they share
their thoughts, views and perspectives—as a Great Wolf Lodge Pack Member—in the
virtual world. “Social media sites” are sites on which Pack Members can share information
and opinions, and include popular destinations such as Facebook, Twitter, YouTube, Ning,
LinkedIn and MySpace, wikis and blogs, among others. This Policy applies to all such sites,
and Pack Members activity on them, not just those listed above.
To be clear, a Pack Members failure to adhere to this Policy or any applicable laws or other
Company policies will result in immediate disciplinary action up to and including
separation from employment to the extent allowed by law. Any Pack Member violating
local, state or federal laws may also be subject to fines, legal action and/or arrest. If a Pack
Member is subject to legal action resulting from his/her social media use, Great Wolf
Lodge will not defend or pay for the defense of any Pack Member in any legal action.
INTRODCTION:
Great Wolf Resorts is committed to promoting a safe and healthful environment. The
Company is concerned about alcohol and other drug abuse, since such abuse may
jeopardize the safety of the Pack Member, coworkers, Guests or the community, and can
have a serious effect on Pack Members’ productivity and job performance.
The policy covers all Pack Members and is designed to offer Pack Member assistance to
those who have substance abuse problems, when appropriate. However, Pack Members
will be subject to discipline, up to and including discharge, if they violate the Company's
terms. Pack Members needing help who receive it and make necessary changes in their
conduct may continue employment subject to the terms of this policy. Those who refuse
assistance are subject to discharge.
GENERAL PROVISIONS:
The Company prohibits the use, possession, sale, distribution of or being under the
influence of alcohol and drugs by Pack Members or contractors on its premises or time.
Reporting to work under the influence of illegal drugs or alcohol is prohibited. No Pack
Member may report for duty or remain on duty while having an alcohol concentration of
0.04 or greater. Reporting to or remaining on duty while having a higher alcohol
concentration is a violation of the policy. In addition, any Pack Member requested to
submit to an alcohol test required under this policy and found to have an alcohol
concentration of 0.02 or greater, but less than 0.04 will be disqualified from performing
his/her duties, until the start of the Pack Member’s next regularly scheduled duty period,
but not less than 24 hours following administration of the test.
Further, the Company prohibits the off duty use of illegal drugs (or drugs used illegally) if
and to the extent such use does or could reasonably be expected to affect the Company’s
ability to control productivity, provide for the safe and efficient operation of its business,
and protect the safety of its workers and the public.
The use and possession of legally prescribed drugs is permitted on Company premises and
time provided the drug is stored in the original prescription container, or is in the Pack
Member’s possession only in quantities sufficient for his or her shift, and has been
prescribed by a medical practitioner for the current use of the person in possession of the
drug. Possession of lawfully acquired over-the-counter drugs also is permitted, but use of
any such drug must be consistent with the manufacturer's instructions. However, it is
every Pack Member’s responsibility to know if any substance, either over the counter or
prescribed, can have any effect on judgment or performance. In this instance, Pack
Members are required to inform management of the use of the medication so that a
PRE-PLACEMENT TESTING
Any applicant for employment who has met all other qualifications and has been offered a
position with the Company may be required, before beginning his or her job, to take and pass a
pre-employment test for drugs. Failure to submit to and pass the test will result in withdrawal of
the applicant's job offer.
Candidates for promotion or transfer may also be required to submit to a drug test.
EMPLOYMENT TESTING
Reasonable Suspicion Testing
When a Director has reasonable suspicion to believe that a Pack Member is using drugs or
alcohol in violation of this policy, the Pack Member will be required to submit to a drug
and/or alcohol test. A reasonable suspicion is one based upon, but is not limited to,
observable and describable conduct, appearance or work performance.
Whenever possible, Pack Members required to submit to reasonable suspicion testing first
will be observed by the Director and the decision to test will be confirmed by either the
Manager on Duty (MOD) or by Employee Relations. Pack Members to be tested based
upon reasonable suspicion will be suspended from work pending receipt of the test result.
A Director will arrange for the transportation of a Pack Member identified for testing to
the designated collection site. After collection is completed, the supervisor will make
transportation arrangements for the Pack Member. If a family member or friend is not
available to pick her/him up at the collection site, transportation will be arranged to take
the Pack Member home. If the Pack Member refuses such assistance and insists on
driving, the Company will contact appropriate law enforcement officials to apprise them
of the situation before the Pack Member leaves. The Pack Member will not be physically
detained.
o Whenever the Pack Member engages in conduct that creates a safety hazard or
danger to physical safety of the Pack Member, co-worker, or member of the
public;
o Whenever the Pack Member is involved in an accident while on Company
premises or time which results in damage to Company property, or the property
of others or personal injury to the Pack Member, another Pack Member or a third
party requiring medical treatment beyond first aid. Property damage decisions are
at the sole discretion of the employer.
o Whenever the Pack Member is injured, while at work, and the injury results in lost
time or treatment beyond first aid.
The above testing will occur even if the Pack Member, in the opinion of management,
should receive medical attention but refuses treatment.
Sample Testing
All urine and blood sample testing will be conducted by a laboratory certified by the U.S.
Department of Health and Human Services ("DHHS"), and all initial positive urine test
results will be confirmed by a second, reliable testing method, usually gas
chromatography/mass spectrometry (GC/MS). Testing for alcohol content will be by
evidential breathalyzer, blood analysis or other methods that may be determined to be
appropriate. Any Pack Member who questions the accuracy of a positive drug test result
may submit a written request for a retest to the Company within three (3) working days
of the Pack Member's receipt of notice of the result. A portion of the original specimen
will have been preserved for such testing, which will be conducted at the Pack Member’s
own expense, in advance, by the same laboratory or a different DHHS-certified
laboratory, of the Pack Member’s choice, applying the same concentration cut-off levels
as were applied during the first test. Should that test be negative, the Pack Member will
be compensated for the cost of the test and lost wages, except where the Pack Member
was suspended in part or in whole for misconduct associated with the circumstances that
led to the initial testing. In which case, the Pack Member will not be compensated for
time lost, or reinstated during any part of the suspension that was for misconduct.
CONFIDENTIALITY
The Company and its agents will keep confidential, to the extent reasonable and feasible,
all test results and test-related information collected, received or generated under this
program. Information regarding test results and potential rehabilitation or counseling will
be confined to a strict need-to-know basis. Information will not be released unless
authorized to do so by a signed, appropriate release of information form. Exceptions will
only be as required by law or in response to actions taken against the Company or in
conjunction with unemployment insurance or worker's compensation hearings for the
purpose of determining potential willful misconduct on the Pack Member’s part.
The nature of our business is one of trust and confidentiality. All Pack Members are responsible
for keeping client information and documents and all proprietary Company information,
including trade secrets, and other proprietary business information confidential (“Confidential
information”). Confidential information about the Company, its Pack Members, Guests, other
customers, suppliers, and vendors is to be kept confidential and divulged only to individuals
within the Company with both a need and authorization to receive the information. If in doubt
as to whether information should be divulged, choose in favor of not divulging information and
discuss the situation with Employee Relations.
All records and files maintained by the Company are confidential and remain the property of the
Company. Records and files are not to be disclosed to any outside party without the express
permission of the Chief Executive Officer or the General Counsel of the Company. Confidential
information may not be removed from Company premises without express authorization from
the Chief Executive Officer or General Counsel of the Company.
No Pack Member or former Pack Member may, for the purpose of furthering current or future
outside employment or activities, for obtaining personal gain or profit, or for any other purpose
not directly related to the Company’s business interests, use confidential information obtained
during or through employment with the Company. The Company reserves the right to avail itself
of all legal or equitable remedies to prevent or redress impermissible use of confidential
information or to recover damages suffered as a result of the impermissible use of
Pack Members may be required to enter into written confidentiality agreements confirming their
understanding of the Company’s confidentiality policies, as a condition of initial or continued
employment.
By the very nature of the business, Great Wolf Resort Pack Members are custodians of information
that must be kept confidential about Great Wolf Resort’s Guests and vendors. In the course of
performing his/her work responsibilities with Guests and vendors, Pack Members may come in
contact with written, oral or electronic information or materials that are highly confidential. Great
Wolf Resort holds this information in strictest confidence and will not use, disclose, release or
discuss with anyone.
DIVERSITY:
The Company is committed to cultivating a diverse workforce, a diversity that is mirrored
in the Guests we serve. We are fortunate to have Pack Members who come from many
different backgrounds and who have unique skills and experience. Through the
uniqueness of our Pack Members, we learn new ways to do things, ways to manage, and
ways to be more productive.
JOB POSTINGS:
The Company makes every effort to promote and place Pack Members from within. If
the skills and experience needed for the job are available within the Company, the
Company will generally attempt to hire internally. However, the hiring Director and
Employee Relations may elect not to post certain positions at their sole discretion.
As with any position at the Company, selection is based on the ability to meet job
qualifications, work performance, attitude, and a satisfactory attendance record.
Placements are made solely on these qualifications without regard to age, race, sex,
religion, national origin, disability, veteran status, sexual preference, marital status, or any
other protected status.
A Pack Member expressing interest in transferring to another Great Wolf Lodge property should
do the following:
The following steps should take place once a transfer has been approved:
An internal offer letter is to be issued from Employee Relations and, when signed, a
Status Change form is to be completed.
The originals of all files (personnel, training, medical, benefits) must be sent to the
property to which the Pack Member is transferring. The property that the Pack Member
is leaving should keep only photocopies for their records.
If a Pack Member is transferring mid-pay period, communication should occur between
the two Employee Relations Directors involved regarding the Pack Member’s payroll
status. For example, if the employee has deductions/garnishments, and they will be
receiving paychecks from both locations for the transition pay period, communication
should occur to ensure that deductions are not duplicated.
If the Pack Member is currently a participant in benefits that are shared with other
locations, it is the responsibility of the departure property to notify the benefit provider
(Dean, BCBS, Delta, UNUM) that the employee should be transferred off their group
number and onto the new location’s group number.
If the Pack Member is transferring to a location that has different benefit providers, new
enrollment forms must be completed upon arrival at the new property.
BACKGROUND :
The Americans with Disabilities Act and various state and local disability laws and ordinances
give protections to individuals with disabilities.. The Company complies with all aspects of the
Americans with Disabilities Act (ADA), and any amendments, and state and local disability laws.
This means that we will not discriminate against qualified individuals with a disability in any phase
of the employment relationship including application for employment, hiring, promotions and/or
advancement opportunities, termination, compensation, training and any other conditions or
privileges of employment.
EMPLOYER OBLIGATION:
The Company provides reasonable accommodation to qualified individuals with
disabilities who are employees or applicants for employment, unless doing so would cause
undue hardship.
Once a Pack Member has requested an accommodation or has requested something in
conjunction with a medical condition which might be construed as a request for
accommodation, Great Wolf will comply with its obligations under the Americans With
Disabilities Act, including , engaging in an interactive discussion where necessary with the
Pack Member to determine whether an accommodation is needed and, if so, what is the
appropriate accommodation.
If you believe that you need an accommodation for a medical condition, please speak
with your Manager or Employee Relations. The Company may require medical
documentation of your condition and the need for accommodation. The Company will
comply with all applicable laws regarding disabilities.
BACKGROUND:
Great Wolf Resorts distinguishes Pack Members in the categories of Full-time and Part-
time for benefits purposes. Please refer to the Benefits Family Tradition for details.
OVERVIEW:
Full-time Pack Members are defined as those who consistently work at least 30 hours per
week.
After 90 days of continuous service these Pack Members may be eligible for:
o Contribution to the 401K plan
o 5 paid holidays per year
Thanksgiving day
December 24th
December 25th
December 31st
January 1st
o Life insurance/accidental death and dismemberment coverage
o Vacation and personal days
After 60 days of continuous service these Pack Members may be eligible for:
o Dental insurance
o Health insurance
Part-time Pack Members are defined as those who consistently work less than 30 hours
per week. These Pack Members are eligible for:
o Contribution to the 401K plan
o Holiday pay
STATUS CHANGES:
When a Pack Member changes status either from Full-time to Part-time or from Part-
time to Full-time their manager must submit a Payroll Status Change notice to the
Employee Relations office.
Pay rate changes become effective the first day of the pay period following receipt of the
form by Employee Relations.
Benefit eligibility begins 60 days after the Pack Member’s anniversary date, regardless of
their status change date.
BACKGROUND:
Pack Members are permitted to engage in outside work or to hold other jobs subject to
certain restrictions as outlined below.
OVERVIEW:
Pack Members must avoid any relationship or activity that might impair or appear to
impair their ability to make objective and fair decisions when performing their jobs or
which compete with, conflict with or compromise the company interests or adversely
affect job performance and the ability to fulfill all job responsibilities.
Company property, information or business opportunities may not be used for personal
gain.
Pack Members may not solicit or conduct any outside business during paid working time.
Outside employment will not be considered an excuse for poor job performance,
absenteeism, tardiness, leaving early, refusal to travel or refusal to work overtime.
Conflict of interest could arise in the following situations:
o Being employed by or acting as a consultant to a competitor, supplier or
contractor regardless of the nature of employment while employed with Great
Wolf.
o Hiring or supervising family members or closely related persons.
o Serving as a board member for an outside commercial company or organization.
o Owning or having a substantial interest in a competitor, supplier or contractor.
o Accepting gifts, discounts, favors or services from a customer/potential
customer, competitor or supplier unless equally available to all Pack Members.
Pack Members who have questions about conflict of interest should seek advice from
management.
Pack Members must seek review from their manager or Employee Relations before
engaging in any activity, transaction or relationship that might give rise to a conflict of
interest.
BACKGROUND:
As a company, Great Wolf Resort values the contribution our Pack Members make on a
daily basis, towards living our Brand (Great Expectations, Service Standards, Mission and
Promise). The Contribution Assessment determines the Pack Member’s level of impact
through individual actions and behaviors.
OVERVIEW:
Contribution Assessments are generally completed for all Pack Members after 90 days of
employment and annually thereafter. Pack Members are encouraged to ask for more
frequent feedback and can initiate a Contribution Assessment Review. When a Pack
Member feels he/she has made substantial progress completing recommendations leading
to an increased contribution level the Pack Member can request a meeting with their
manager/director to discuss the current contribution level.
There are 2 separate Contribution Assessments; Non-Exempt and Leadership. The Non-
Exempt Contribution Assessment contains 12 assessment attributes. The Leadership
Contribution Assessment contains the 12 assessment attributes along with an additional 5
attributes that are specific to members of our leadership team. Any Pack Member who
supervises another Pack Member would be evaluated using the Leadership form.
All ratings are based on a five point scale with one being the lowest and five being
highest.
A weighting system is also integral to the contribution assessment. The weighting of each
attribute provides feedback to the Pack Member on the importance of the attribute and
will leverage the overall score based on the importance of an attribute. Lastly, the
weighting also allows the evaluator to factor out non-appropriate attributes.
RESIGNATION OF EMPLOYMENT
When a Pack Member has reached the end of their employment, these steps must be
followed:
1. Submit a two (2) week notice to Employee Relations and their Manager/Director.
This notice should be in writing and should be the equivalent of two working
weeks.
2. After the Pack Member works their shift on their last day, they should go to
Employee Relations to “process out”. The Employee Relations office will give the
Pack Member the appropriate paperwork after the Pack Member has turned in
their ID card, bank key, security door access card, and any other company
property issued to them.
3. Failure to provide a two (2)-week notice or work out the two week notice may
result in a no rehire status. Having a no rehire status will make the Pack Member
ineligible to work for any Great Wolf Resorts property.
Important Note: If the Pack Member stops coming to work and has not worked the full two (2)- week
notice, their reason for termination will be changed to Job Abandonment. Resigning without notice may
result in a No-Rehire Status.
TERMINATION OF EMPLOYMENT:
As used in this section of the Handbook, “termination” generally means a separation
from employment initiated by the Company. “Resignation” is a voluntary action initiated
by the Pack Member to quit employment.
A Pack Member who gives notice that he/she is quitting or misses work for three
consecutive scheduled shifts without notice will be considered to have resigned. A Pack
Member who resigns is encouraged to give a two (2) week notice prior to leaving in order
to receive accrued, unused vacation pay (unless otherwise required by state or local law),
and to remain eligible for rehire.
If resignation occurs due to missing work for 3 consecutive days without proper notice or
for Pack Members who are terminated, at the discretion of the General Manager, accrued
but unused vacation time will not be paid, unless otherwise required by state or local law.
All Pack Members leaving employment with the Company will receive their final pay in
accordance with applicable State and Federal laws.
BACKGROUND:
The Company maintains a personnel file on each Pack Member.
OVERVIEW:
Except as otherwise required by law, Pack Members may review the contents of their
personnel files after providing reasonable notice. The Company will comply with all
applicable state laws regarding personnel file review. Please contact Employee Relations
if you have questions regarding your state or if you wish to review your file.
All employment records are the property of the Company, not the Pack Member.
PAY POLICY:
Pack Member paydays may vary according to the requirements of the state in which the
Pack Member works. Pack Members should see Employee Relations for a payroll
schedule for their location.
Lost paychecks should be reported immediately. There will be a deduction for the cost of
the stop payment when a check is reissued, unless prohibited by state law.
Hours worked are to be submitted by all non-exempt Pack Members for each pay period.
A missing, late, or inaccurate report of hours worked may delay the Pack Member’s
paycheck. Pack Members should see their Director for the deadline of submitting hours
worked for each pay period. Falsifying hours worked is fraud and will result in immediate
termination.
As a matter of Company policy, advances against future salary or wages are not granted.
Under no circumstances shall a Pack Member accept any gifts or commissions in any
form from merchants, purveyors, or others that would in any manner place them under
obligation to a person with whom the Company does business or may be doing business
in the future.
NO RETALIATION
The Company will not tolerate improper salary deductions and it is the right of the Pack
Member to bring the complaint or concern to the Company. The Company maintains a
“zero tolerance” policy against any retaliation against any Pack Member who makes a
complaint about improper deductions. A Pack Member should promptly report any
retaliation through the channels detailed above.
BACKGROUND:
In order to preserve the business, Great Wolf Lodge closely manages labor through a
workforce management system and investigates all claims of time theft.
OVERVIEW:
Great Wolf Lodge uses the P@WS (Pack at Work System) to closely monitor and manage
labor and preserve maximum efficiency.
SCHEDULING:
Great Wolf Lodge commits to posting schedules 10 days in advance of the start date.
Schedules always start on Friday and end the following Thursday.
Pack Members have several options for viewing their schedule:
o On any computer at www.packatwork.com.
o On the mobile P@WS app on their smartphone or tablet.
o On any time clock at the lodge.
o On posted schedules in their department.
Pack Members are responsible for managing their work schedule including availability,
time off requests for future schedules, and all currently scheduled shifts.
If a Pack Member cannot work a scheduled shift it is their responsibility to find a
replacement. There are two options:
o Talk to other qualified Pack Members and complete a one-way or two-way shift
trade.
o Post the shift on the bid board on P@WS.
A Pack Member is expected to work their shift until a successful shift trade has been
approved by the supervisor. A shift trade which has been submitted but not approved is
still the responsibility of the scheduled Pack Member.
Not coming in for scheduled shifts and not finding a replacement will result in corrective
action according to the Great Wolf attendance policy.
TIME RULES:
Great Wolf uses the following time rules to manage labor. These rules are enforced by
the P@WS system and are subject to change.
o A Pack Member may clock in up to 5 minutes before their scheduled start time.
o Pack Members who clock in up to 5 minutes after their scheduled start time will
be paid beginning the minute of clock in, but will not receive attendance points
according to the Great Wolf attendance policy.
TIMEKEEPING:
Pack Members have the ability to clock in and out at the lodge using their Employee ID
and Password or their badge.
Any missed clock transactions (forgetting to clock in or out at work start/end or break)
must be reported to the Manager or Director as soon as possible so that they can be
remedied.
Passwords must be set by the Pack Member at first login and must be kept confidential.
Pack Members can verify their clock transactions and work times online at
www.packatwork.com.
The Pack Member is responsible for reporting errors in timekeeping promptly to the
Manger or Director.
Failure to report an over-payment of wages may be grounds for disciplinary action up to
and including termination.
TIME THEFT:
Great Wolf Lodge takes all reports of time theft seriously and all suspicions are
investigated.
Time theft may include but is not limited to:
o Taking a break without clocking out.
o Not working while clocked in.
o Clocking in another Pack Member.
o Being clocked in by another Pack Member.
o Failure to report an over-payment of wages.
o Clocking in at a location other than the one closest to the work location.
o Working when not scheduled.
A Pack Member under investigation for time theft will be suspended until a resolution is
reached.
o If the Pack Member is found innocent of time theft they will return to work and
be paid for any scheduled time they missed during the investigation.
o If the Pack Member is found guilty of time theft their employment will be
terminated. Great Wolf may seek restitution for time theft.
ADP IPAYSTATMENTS:
ADP, our payroll provider, offers Pack Members access to their earnings statements and
W-2 forms 24 hours per day, 7 days a week through iPay or through the iPay mobile app.
In addition, Pack Members can make changes to their W-4. Simply type in changes, print
the W-4 form, sign it and forward the completed form to the Employee Relations
Department for processing.
AFTER REGISTRATION:
Next Pack Member will complete the registration process by selecting a few security
questions and select a password. Pack Member’s password must contain between 8 to 20
characters and at least one alpha and one numeric character.
Pack Member will be assigned a system generated User ID – please write this down. The
security questions will be used to verify Pack Member’s identity if they ever forget their
user ID or password.
Upon completing the registration process, Pack Members may access their pay statements
at https://ipay.adp.com/. Do not log in from the registration screen or email
received.
BACKGROUND:
State laws regulate the frequency and time requirements for Pack Member breaks while
working. Great Wolf has also set additional guidelines to expand upon these laws.
OVERVIEW:
The purpose of this section is to describe our policy regarding break time. Please note, a
Pack Member’s Lodge may have specific rules or guidelines that are followed pertinent to
State Law.
MEAL BREAKS:
Pack Members at Great Wolf Resorts shall be provided appropriate paid and unpaid rest
periods or meal breaks during shifts in compliance with applicable law.
As a general rule, Pack Members will be scheduled for a 30 minute uninterrupted and
unpaid meal break for every shift in excess of six hours.
Two (2) thirty minute unpaid meal breaks will be provided for shifts in excess of 12
hours.
Meal periods may not be used to report to work late or leave work early.
REST BREAKS:
Rest breaks will be provided when schedules permit and in situations where a Pack
Member works less than six hours.
These rest breaks, typically 5 to 20 minutes, will be paid.
Approval from supervisor/manager is required.
Pack Members shall be directed to spend their time in a designated area if remaining on
property unless otherwise authorized by their supervisor/manager.
Breaks may not be used to report to work later, to extend a meal period, to leave work
early, to be added together for a longer break or made into individual smaller breaks.
http://www.dol.ks.gov/Laws/FAQlaws.aspx
Traverse City, Not for employees ages 18 or older. For employees under 18 years of age, they
Michigan may not work more than 5 continuous hours without a 30 minute uninterrupted
rest period. The law does not state it is to be paid.
http://www.michigan.gov/lara/0,4601,7-154-61256_11407_32352-117201--
,00.html
http://www.legislature.mi.gov/(S(y5tbyl451khcly45oiwqcx45))/mileg.aspx?page
=getObject&objectName=mcl-409-112&highlight=youth (Youth Employment
Standards Act, Section 409.112)
Charlotte / Not for employees ages 16 or older. For employees under 16 years of age, they
Concord, North may not work more than 5 hours without receiving at least a 30 minute break.
Carolina The time is unpaid as long as it is a full 30 minute break allowed and the
employee is completely relieved of duties.
http://www.nclabor.com/wh/fact%20sheets/breaks.htm
http://www.ncga.state.nc.us/EnactedLegislation/Statutes/PDF/ByArticle/Chap
ter_95/Article_2A.pdf (Wage and Hour Act, §95-25.5(e))
Sandusky, Not for employees ages 18 or older. For employees under 18 years of age, they
Cincinnati, may not work more than 5 continuous hours without a 30 minute uninterrupted
Mason, Ohio rest period that is unpaid.
Pocono, Not for employees ages 18 or older. For employees under 18 years of age, they
Pennsylvania may not work more than five consecutive hours without a 30 minute unpaid
break period.
http://www.portal.state.pa.us/portal/server.pt?open=514&objID=563209&mo
de=2#10
http://www.portal.state.pa.us/portal/server.pt?open=514&objID=552938&mo
de=2 (Child Labor Law, Act of 1915, P.L. 286, No. 177, Section 4)
Grapevine, NO. See Texas Workforce Commission website indicating no state law on the
Texas topic. Federal law would apply.
http://www.twc.state.tx.us/news/efte/flsa_does_and_doesnt_do.html
Grand Mound, Yes. Workers must be allowed a paid rest period of at least 10 minutes for each
Washington 4 hours worked, with the rest period occurring no later than the end of the third
hour of the shift. Where the nature of the work allows intermittent rest periods
equivalent to 10 minutes for each 4 hours worked, scheduled rest periods are not
required.
Also, if more than 5 hours are worked in a shift, the worker must be allowed a 30
minute meal period, that must occur at least 2 hours into the shift, and no more
than 5 hours after the beginning of the shift. The meal period is unpaid if the
worker is free from duties the entire meal period and is allowed to leave their
work site. If the employee is called back to work during the 30 minute meal
period, it must be paid time.
http://www.lni.wa.gov/WorkplaceRights/Wages/HoursBreaks/Breaks/
http://apps.leg.wa.gov/wac/default.aspx?Cite=296-126-092 (Washington
Administrative Code § 296-126-092)
Wisconsin Dells, Not for employees ages 18 or older. For employees under 18 years of age, they
Wisconsin may not work more than 6 hours without a 30 minute unpaid (if duty free) meal
period. Meal periods should be provided reasonably close to normal meal period
or near the middle of the shift.
http://dwd.wisconsin.gov/er/labor_standards_bureau/breaks_and_meals.htm
http://docs.legis.wisconsin.gov/code/admin_code/dwd/274.pdf (Wisconsin
Administrative Code DWD 274.02(2), see note)
Niagara Falls, Yes. An employee is entitled to an unpaid (if duty free) eating period of at least
Ontario 30 minutes at intervals that will result in the employee working no more than 5
consecutive hours without an eating period. By mutual agreement, this can be
split into two 15 minute periods within the 5 hour consecutive period.
http://www.canlii.org/en/on/laws/stat/so-2000-c-41/latest/so-2000-c-41.html
(Part VII, number 20)
Great Wolf Resorts is committed to proper tip reporting. This document describes Pack
Member responsibilities related to Tip Reporting.
EMPLOYEE RESPONSIBILITY:
The Internal Revenue Service (IRS) requires Pack Members to report tips. The IRS may
impose penalties on a Pack Member for failure to report tips to their employer.
Great Wolf requires that all tips are to be reported. This includes both charge and cash
tips. Tips are reported in one of two ways:
o Micros-Automated during the end of shift procedures.
o Manual- Fill out a Tip Reporting form obtained from your Employee Relations
Department.
Employees in the following Departments/positions can report tips as follows:
o Food and Beverage (Servers and Bartenders)
Micros – during end of shift procedures – see Tradition on F&B Server
Operations
o Spa
Spa employees are required to turn in all cash tips.
Open Course/Concepts – tracks gratuities and tips paid
o All other departments/positions should report tips Manually
Tip Reporting forms can be obtained from your Employee Relations
department.
Tips should be reported on a daily basis. Tip income is subject to income tax and FICA
tax withholding.
All Pack Members are responsible for the following:
Reporting 100% of their tips (both charge and cash)
Understanding how to report their tips and doing so on a daily basis
Verifying that tips reported on their bi-weekly pay stub agree to their tip reporting
records
Realizing that they are at-risk with the IRS if they under report tip income
Realizing that not following this Tradition may lead to disciplinary action
Attending Tip Reporting training upon hire and quarterly thereafter
Asking questions of Employee Relations if they have questions about Great Wolf’s tip
policy
2. Valuables (example: jewelry, camera, cell phone) brought to the front desk after hours will
be locked in a secured area determined by property (safe/drawer/cabinet).
3. Each morning a designated Pack Member will retrieve items and take to housekeeping
office.
4. Housekeeping will keep all valuables in a locked safe in the office for ninety (90) days.
Non-valuables are stored for thirty (30) days.
BACKGROUND:
In order to prevent theft Great Wolf Resorts employs a Property Removal Policy.
OVERVIEW:
Pack Members must have written permission to remove any non-personal items from the
lodge.
Item:
Manager Signature
BLOODBORNE PATHOGENS:
Great Wolf Resorts is committed to providing a safe and healthful work environment for
our entire Pack. In pursuit of this goal, Great Wolf has developed an Exposure Control
Plan to eliminate or minimize occupational exposure to bloodborne pathogens in
accordance with OSHA Standard 29 CFR 1910.1030.
The Exposure Control Plan (ECP) is a key document to assist our resort in implementing
and ensuring compliance with the standard, thereby protecting our Pack Members. The
ECP includes:
o Information about bloodborne pathogens and how bloodborne diseases are
spread
o Determination of Pack Member exposure
o Implementation of various methods of exposure control, including:
Universal precautions
Engineering and work practice controls
Hand Washing
Personal protective equipment (PPE)
Sharps containers and the Sharps Injury Log
Work area restrictions
Contaminated equipment and objects
Housekeeping
Laundry Procedures
Regulated waste disposal
Labels
o Hepatitis B vaccination
o Post-exposure evaluation and follow-up
o Communication of hazards to Pack Members and training
o Recordkeeping
o Procedures for evaluating circumstances surrounding exposure incidents
o The Exposure Control Plan (ECP) can be accessed through your supervisor or
the safety coordinator.
BACKGROUND:
Great Wolf Resorts makes every effort to prevent injuries.
OVERVIEW:
Safety is everyone’s responsibility. If a Pack Member sees something, they must say
something. It is a Pack Member’s obligation to say something if he/she sees an unsafe
condition or behaviors.
IF THE PACK MEMBER IS INJURED WHILE ON THE JOB:
He/she must tell their Supervisor, Aquatics and MOD immediately.
He/she must report the injury on the same shift no matter how minor. All injuries are
documented by Aquatics or the MOD. Even a band aid is reported so Great Wolf Lodge
can use the information to prevent further injuries. Disciplinary action is taken for late
reporting.
When a report is taken, Pack Members should point out what they think caused the
injury, so it can be corrected. Great Wolf Lodge doesn’t want anyone else to get hurt.
For any injury of any type Pack Members are subject to drug/alcohol testing.
Minor injuries: Aquatics provides first aid for minor injuries. The MOD as well as the
Department Supervisor will be notified.
For some incidents the Company will ask Pack Members to talk to a nurse over the
phone. They can help assess if the Pack Member will need offsite care. Often Pack
Members can receive guidance from a nurse without having to go to the doctor. Aquatics,
Pack Member’s Department Director, or the Lodge MOD will facilitate this call.
If offsite care is needed, Employee Relations/Aquatics will arrange for the Pack
Member’s medical care and the billing associated with it. Keep in mind that injuries not
related to work or found to not be related to work will not be paid by the insurance
company and Pack Members would be financially responsible for those costs. Insurance
fraud is a serious violation that can result in termination and criminal prosecution.
Return to Work Program: Our goal is to bring Pack Members back to work. After an
injury, Great Wolf has a modified duty program which identifies positions based on
ability. Safety and Employee Relations will assist Pack Members by placing the Pack
Member in a light-duty position until they can return to their regular job.
If a Pack Member has any questions throughout the process, their Employee Relations team will
guide them.
BACKGROUND:
In order to increase Pack Member effectiveness and efficiency, Great Wolf Lodge may
issue company cell phones, vehicles and radios for Pack Member use.
OVERVIEW:
In order to protect Great Wolf assets and Pack Members, the issuance and use of
company property, vehicles and equipment is governed by the following policy.
VEHICLES:
Only authorized Pack Members may be allowed to operate property vehicles and
equipment.
Pack Member’s driving record will be checked before such authorization is granted.
Pack Members must have permission from a Director and have adequate knowledge of
operation of any vehicle or equipment on property before handling it.
The vehicle/equipment must be treated as Pack Member’s own, with care and caution.
Damage to vehicles or equipment may result in monetary reimbursement and/or
disciplinary action, up to and including termination.
Pack Members whose job responsibilities include regular or occasional driving and who
are issued a Company cellular telephone for business-related work use are expected to put
safety first, before all other concerns, and refrain from using cellular telephones while
driving.
Pack Members whose job responsibilities do not specifically include driving as an
essential function, but who are issued a Company provided cellular telephone for
business use, are also strongly discouraged from conducting Company business while
driving and are also expected to take personal responsibility for their safety and adopt
personal and public safety precautions, including those set forth in this policy. Pack
Members must comply with all state and local laws regarding use of cellular telephones
while driving.
To promote ergonomic considerations and additional safety, the Company will provide or
reimburse Pack Members who are assigned a Company provided cellular telephone for
the purchase of appropriate “hands-free” cellular telephone accessories.
Special care should be taken in situations where there is traffic, inclement weather or the
Pack Member is driving in an unfamiliar area.
Pack Members who are charged with traffic violations resulting from the use of their
personal or Company-issued cellular telephone while driving will be solely responsible for
all liabilities, fines, etc., that result.
PACK MEMBER HANDBOOK
PAGE 97 OF 250
REV. 07-16
As with any policy, the Company’s management staff is expected to serve as appropriate
role models for proper compliance with the provisions above and are encouraged to
regularly remind Pack Members of their responsibilities in complying with this policy.
Pack Members should avoid initiating calls while operating a vehicle.
Incoming calls may be responded to briefly, with the understanding that if a lengthy call is
required, the Pack Member must find a safe place to pull off of the highway and return
the call.
Where there is an authorized passenger in the vehicle, the passenger should handle all
calls while the vehicle is in motion.
Routine phone activities, such as initiating calls to customers to discuss normal business
issues, providing direction to subordinates, reviewing plans, etc. with managers, and
clearing voice messages are to be avoided while operating a vehicle.
If traveling on Company business or electing to initiate a business call with a personal
cellular phone, the concepts concerning use stated in this policy also shall apply while
operating a non-Company vehicle.
RADIOS:
Some locations may use radios for communication purposes.
Radios are meant to quickly and efficiently locate a Pack Member and relay a brief
message.
Messages must be kept short and to the point.
In the event of a long, extended message, other avenues such as using phone extensions,
switching to a different channel and/or taking a message should be implemented.
Remember there is always a Guest near a radio and the conversation. Be careful and
selective as to what goes over the airwaves!
Do not operate a radio unless properly trained and authorized by a Director.
BACKGROUND:
Great Wolf Pack Members are expected to maintain professional conduct standards at all
times, including when at the resort for personal use and while attending company-
sponsored events both on and off property.
OVERVIEW:
This code of conduct outlines the Great Wolf expectations for Pack Members utilizing
resort amenities for personal use or attending company sponsored events both on and off
property.
Failure to comply with this policy will result in corrective action up to and including
termination of employment.
OVERVIEW:
The Company reserves the right to modify, change, and/or terminate from time to time
the benefits made available to Pack Members. Benefits will be offered in compliance
with applicable law.
Pack Members should consult the Plan Documents for more complete information about
eligibility and the details of the Company’s insurance and other benefit plans. Copies of
the Plan Documents are available from Employee Relations, if onsite at your location, or
from the Benefits Manager in the Madison corporate office (collectively “Employee
Relations”). The terms of the actual Plan Documents will govern the benefits you
receive. Benefits are also available for review at www.mywolfwellness.com.
Full-time Pack Members are those who consistently work 30 or more hours per week.
Part-time Pack Members are those who consistently work less than 30 hours per week.
401K Plan
After 90 days of employment, Pack Members who are at least 18 years of age are eligible
to participate in the 401K plan as of the next Plan entry date.
Each Pack Member may contribute up to 20% of his or her salary or wages on a pre-tax
basis with the Company matching up to 50% of the Pack Member’s contribution, up to a
maximum of 4% of his or her salary or wages.
The plan is subject to limits imposed by applicable law. See Employee Relations for
details.
Dental Insurance (available 1st day of the month following 60 days of employment)
If Pack Members would like to participate in the dental insurance program, they should
contact Employee Relations for a booklet which will contain complete information about
the insurance coverage.
The Pack Member pays the entire premium (on a pre-tax basis). Pack Members must sign
up for or waive the insurance coverage within the first 30 days of eligibility.
If a Pack Member waives the coverage, he/she will not be eligible to enroll in the
program until Open Enrollment time, unless a qualifying event occurs. See Employee
Relations for details.
Health Insurance (available 1st day of the month following 60 days of employment)
If Pack Members would like to participate in the health insurance program, they should
contact Employee Relations for a booklet which will contain complete information about
the insurance coverage. Pack Members should refer to the current summary plan
descriptions for additional information concerning benefits.
Currently, the Company pays a portion of the premium and the Pack Member pays the
remainder (on a pre-tax basis).
Pack Members must sign up for, or waive, the insurance coverage within the first 30 days
of eligibility. If a Pack Member waives the coverage, he/she will not be eligible to enroll
in the program until Open Enrollment time, unless a qualifying event occurs. See
Employee Relations for details.
BACKGROUND:
One of the results of the Great Wolf Resorts participation in the Undercover Boss show
was the creation of a scholarship program for all Pack Members.
OVERVIEW:
The GWR Scholarships, Inc. (the “Company”) Scholarship Program (the “Program”)
awards one or more scholarships annually of $1,000 or more.
Scholarship Committee
The Scholarship Committee will consist of three or more individuals representing varied
educational and professional experience.
No member of the Scholarship Committee will be an employee of the Company or Great
Wolf.
Award Criteria
Applicants must submit a completed application along with their personal essay and letter
of recommendation.
The Scholarship Committee will evaluate applicants as follows:
o The application will be awarded a point total up to 25 points, with 25 points
representing the best possible score.
o The letter of recommendation will be awarded a point total of up to 25 points,
with 25 representing the best possible score.
o The essay will be awarded a point total of up to 50 points, with 50 representing
the best possible score.
Evaluation of all applicants will be based on the application, essay and letter of
recommendation.
MILITARY LEAVE:
A leave of absence without pay for military or reserve duty is granted to full-time regular
and part-time regular Pack Members in their voluntary or involuntary performance of all
forms of military duty (including active duty, active duty for training, initial active duty for
training, inactive duty training, full time National Guard, and examinations to determine
fitness to perform any such duty). Full-time Pack Members on military leave may
substitute their earned paid leave time for unpaid leave. If a Pack Member is called to
active military duty or the reserve or National Guard training, or if a Pack Member
volunteers for the same, the Pack Member should submit copies of military orders to his
or her supervisor as soon as possible.
REEMPLOYMENT RIGHTS
Pack Members have the right to be reemployed in their civilian job if he/she leaves that
job to perform service in the uniformed service and:
o Pack Member ensures that their employer receives advance written or verbal
notice of their service;
o Pack Members have five years or less of cumulative service in the uniformed
services while with that particular employer;
o Pack Members return to work or apply for reemployment in a timely manner after
conclusion of service; and
o Pack Members have not been separated from service with a disqualifying
discharge or under other than honorable conditions.
o If a Pack Members is eligible to be reemployed, he/she must be restored to the
job and benefits they would have attained if the Pack Member had not been
absent due to military service or, in some cases, a comparable job.
In addition, Great Wolf may not retaliate against anyone assisting in the enforcement of
USERRA rights, including testifying or making a statement in connection with a
proceeding under USERRA, even if that person has no service connection.
o A Pack Member who served for less than 31 days or who reported for a fitness
examination, must provide notice of reemployment at the beginning of the first
full regular scheduled work period that starts at least eight hours after the
employee has returned from the location of service.
o A Pack Member who served for more than 30 days, but less than 181 days, must
submit an application for reemployment no later than 14 days after completing
his/her period of service, or, if this deadline is impossible or unreasonable
through no fault of the employee, then on the next calendar day when submission
becomes possible.
o A Pack Member who served for more than 180 days must submit an application
for reemployment no later than 90 days after the completion of the uniformed
service.
o A Pack Member who has been hospitalized or is recovering from an injury or
illness incurred or aggravated while serving must report to the Employee
Relations Department (if the service was less than 31 days), or submit an
application for reemployment (if the service was greater than 30 days), at the end
of the necessary recovery period (but which may not exceed two years).
REQUIRED DOCUMENTATION
A Pack Member whose military service was for more than 30 days must provide
documentation within two weeks of his/her return (unless such documentation
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does not yet exist or is not readily available) showing the following: (i) the application for
reemployment is timely (i.e. submitted within the required time period); (ii) the period of
service has not exceeded five years; and (iii) the employee received an honorable or
general discharge.
BACKGROUND:
Great Wolf Resort recognizes the importance and value of time off for personal reasons,
including family. In an effort to equitably execute a Vacation and Personal Day policy,
the following guidelines have been developed.
OVERVIEW:
This Tradition covers the following Paid Time Off (PTO) circumstances:
o Holidays
o Vacation and Personal Days
The rules for calculation and payment of PTO are included in this Tradition.
HOLIDAYS:
All regular full-time Pack Members (30 hours or more consistently per week) earn 5 paid
holidays per year after their initial 90 days of continuous service are successfully met.
A full-time Pack Member generally accrues vacation and personal days according to the
schedule below:
A Pack Member’s year of eligible service is calculated on the basis of a “benefit year.”
This is the 12-month period that begins on the date a Pack Member begins employment
with the Company, also referred to as the Pack Member’s “anniversary date.” A Pack
Member’s benefit year may be extended for any significant leave of absence if allowed or
required by law. Vacation and personal days accrued in a Pack Member’s prior benefit
year become earned and available for use in the Pack Member’s current benefit year.
Example – A full-time Pack Member begins employment on June 1, 2011. Therefore, the
Pack Member’s benefits year will run from June 1 – May 31 going forward. The Pack
Member begins to accrue vacation and personal days starting on June 1, 2011. The Pack
Member accrues 5 vacation days and 3 personal days during the benefit year June 1, 2011
– May 31, 2012 (the Pack Member’s first year of service with the Company). Those
vacation and personal days become available on June 1, 2012 (the Pack Member’s
anniversary date), and may then be used anytime in the benefit year June 1, 2012 – May 31,
2013.
During the benefit year June 1, 2012 – May 31, 2013 (the Pack Member’s second year of
service with the Company), the Pack Member accrues 10 vacation days and 3 personal
days. Those vacation and personal days become available on June 1, 2013 (the Pack
Member’s anniversary date), and may then be used anytime in the benefit year June 1, 2013
– May 31, 2014.
Vacation and personal days must be requested in minimum increments of one-half day
(that is, four hours). Pack Members will be paid for requested vacation and personal time
up to a total of 40 paid hours for the week. Any requested unused paid time will be
returned to the Pack Member’s usable balance in the P@WS system. A Pack Member who
has an unexpected need to be absent from work must personally notify his or her Director
as required under the Attendance Policy, if he or she is unable to report to work at the
regularly scheduled time for that day. A Pack Member must contact his or her Director on
each additional day of unscheduled absence. (Refer to the policy on Corrective Action for
Attendance for more information on unscheduled absences.)
If a Pack Member expects, or should reasonably anticipate, that he/she will take a vacation
or personal day, the Pack Member must comply with the Requests for Time Off policy.
Method:
The average hourly rate for tipped Pack Members will be computed in the following method:
If the amount is less than $15 an hour the average rate will be paid, if the rate
exceeds $15 the paid rate will be capped at $15.
Example – A Pack Member’s total hours worked over the last 3 months is 480 hours.
The server rate of pay is $3.70 per hour for total earnings of $1,776. Their total tips
received over the last 3 months are $6,400. Combine the regular earnings, $1,776 and
tipped earnings, $6,400 for a total earnings of $8,176. Total earnings, $8,176 divided by
480 hours worked equals $17.03. The rate will be capped at $15.00.
o The company will pay Pack Members for all vacation days earned as of the
termination date if the Pack Member voluntarily terminates employment, provides at
least two (2) weeks advance notice AND works through that period, and
Unused personal days or floating holidays (those both accrued and earned) are not paid
out upon a Pack Member’s termination of employment (that is, the Pack Member forfeits
both accrued and available personal days).
COURT APPEARANCES:
A Pack Member who is subpoenaed to testify as a witness in any court proceeding will be
granted an unpaid leave of absence for the time actually spent in the proceeding. Pack
Members are required to give their supervisors notice the first business day after receiving
a subpoena, so that the Company can plan for the Pack Member’s absence. Under state
law, for certain proceedings, Pack Members may be entitled to paid leave for testifying in
response to a subpoena.
FUNERAL LEAVE:
If a member of a Pack Member’s family dies and that Pack Member has been a regular
full-time employee with a minimum of 90 days of service, he/she is allowed a paid leave
of absence based on the following relationships:
o IMMEDIATE FAMILY
Up to three consecutive days off for death of a parent, spouse, child, stepchild,
adopted child, sibling, mother-in-law, father-in-law, son-in-law, daughter-in-law,
grandparent, or grandchild.
o OTHER RELATIVES
The day of the funeral off for death of a niece, nephew, aunt, uncle, cousin, sister-
in-law, brother-in-law, or grandparent-in-law
Part-time Pack Members may receive the same amount of time off without pay.
The Company reserves the right to require proof.
VOTING LEAVE:
As a citizen, it is the Pack Member’s right and responsibility to participate in the elections
of their government officials. It is the Company’s policy to allow Pack Members paid
time off to vote in general, special, primary, national, state and municipal elections when
there is not sufficient time outside of working hours to do so.
BACKGROUND:
The Family and Medical Leave Act (FMLA) was enacted in February 1993. The purpose
of the act is as follows:
o to balance the demands of the workplace with the needs of families, to promote
the stability and economic security of families, and to promote national interests
in preserving family integrity;
o to entitle Pack Members to take reasonable leave for medical reasons, for the
birth or adoption of a child, and for the care of a child, spouse, or parent who has
a serious health condition;
o to accomplish the purposes described in the bullets above in a manner that
accommodates the legitimate interests of employers;
o to accomplish the purposes described in bullets one and two above in a manner
that, consistent with the Equal Protection Clause of the Fourteenth Amendment,
minimizes the potential for employment discrimination on the basis of sex by
ensuring generally that leave is available for eligible medical reasons (including
maternity-related disability) and for compelling family reasons, on a gender-
neutral basis; and
o to promote the goal of equal employment opportunity for women and men,
pursuant to such clause.
The purpose of the Great Wolf Resort Tradition with regard to Family and Medical
Leave (FML) is to provide guidance to for Employee Relations Directors to successfully
and consistently implement all aspects of the Act.
LEAVE ENTITLEMENT:
In general an eligible Pack Member is entitled to a total of 12 workweeks of unpaid leave
during a rolling 12-month period (measured backward from the date the Pack Member
uses leave) for one of more of the following:
o The birth of a son or daughter of the Pack Member in order to care for such son
or daughter,
o The placement of a son or daughter with the Pack Member for adoption or foster
care,
o In order to care for the spouse, a son, a daughter, or parent of the Pack Member,
if such spouse, son, daughter, or parent has a serious health condition. A “serious
health condition” means an illness, injury, impairment, or physical or mental
condition that involves inpatient care in a hospital, hospice, or residential medical
care facility; or continuing treatment by a health care provider;
o To address a qualifying exigency arising out of a Pack Member’s spouse’s, child’s
or parent’s covered active duty or call to covered active duty. Note: covered
active duty generally requires deployment to a foreign country. The FMLA does
not provide for a full 12 weeks of leave for all types of qualifying exigencies.
Pack Members are entitled to take up to 26 weeks of unpaid leave to care for the Pack
Member’s spouse, child, parent, or next of kin who is a covered service member that
incurs, or aggravates, a serious illness or injury while in the line of duty on active duty.
This leave is available only during a single 12 month period and is available on a per
covered service member, per illness or injury basis. In certain instances, this leave may be
combined with all other FMLA leaves, limiting the Pack Member’s FMLA leave
entitlement for all purposes to no more than a total of 26 weeks of leave during the single
12 month period. Note: the FMLA definition of a serious illness or injury is distinct
from the FMLA definition of a serious health condition.
For purposes of implementation, a Pack Member who misses 3 consecutive shifts may be
considered to have a serious health condition and should be provided with the necessary
paperwork as described below under FMLA Documentation.
Leave for a Pack Member’s son or daughter’s birth or placement through adoption or
foster care must generally be completed within the 12 months following the birth or
placement.
Spouses employed by Great Wolf Resorts who are both eligible for FMLA leave will be
limited to a combined total of 12 weeks of leave during any 12-month period if the leave
is taken for birth of the Pack Member’s son or daughter or to care for the child after
birth, for placement of a son or daughter with the Pack Member for adoption or foster
care or to care for the child after placement, or to care for the Pack Member’s parent with
a serious health condition. When both husband and wife work for the same employer,
the aggregate amount of leave that can be taken by the husband and wife to care for a
covered service member is 26 weeks in a single 12-month period.
When paid benefits are substituted for the otherwise unpaid time, the Pack Member is using
the benefits concurrently with FMLA leave and those benefits will not be available to the
Pack Member later. Similarly, substitution or use of paid leave does not extend the amount
of FMLA leave available to a Pack Member, it provides for pay.
As appropriate, Pack Members on medical leave (for the Pack Member’s own serious health
condition) may simultaneously be eligible for and receive disability or workers’ compensation
income replacement benefits. In such cases, disability and workers’ compensation income
replacement benefits will run concurrently with this family and medical leave.
Intermittent Leave
o Intermittent leave or reduced schedule leave will be permitted when it is medically
necessary and in the case of qualified exigencies. If a Pack Member wants to take family
leave for the birth or placement of a child for adoption or foster care on an intermittent
basis (as opposed to taking leave on a continuous basis), the Pack Member should discuss
this with the Employee Relations Director. Such a request may not be granted in all
instances.
o Intermittent leave and reduced schedule leave for planned medical treatment should be
scheduled with minimal disruption to the employer’s operations. As practicable, medical
appointments and treatment related to a serious health condition or a covered service
member’s serious illness or injury must be scheduled outside of working hours or at such
times as allow for a minimal amount of time away from work.
Extensions of Leave:
A Pack Member is expected to return to work upon expiration of an approved leave. A Pack
Member needing an extension of an approved leave must notify the Employee Relations
Director of the need for the leave extension promptly after learning of the need for the
extension. Extensions may be granted under other Company policies and/or other laws. If
a Pack Member fails to report to work promptly upon expiration of approved FMLA leave
any additional absences will be considered unexcused and treated in accordance with the
Company’s applicable workplace policies. A request for an extension must be in writing and
accompanied by any required forms prior to the expiration of the original leave. The
Company does not guarantee an extension will be granted, and the continuation of benefits,
substitution of other paid leave, and job availability may change if an extension is granted.
ADDITIONAL DEFINITIONS:
Parent - the term "parent" means thea biological parent of a Pack Member or an,
adoptive,step or foster father or mother, or any other individual who stood in loco
parentis to a Pack Member when the Pack Member was a son or daughter. as defined
below. This term does not include parents “in law.”
Reduced leave schedule - the term "reduced leave schedule" means a leave schedule that
reduces the usual number of hours per workweek, or hours per workday, of a Pack
Member.
Qualifying Exigencies – the term “qualifying exigency” may include attending certain
military events, arranging for alternative child care, addressing certain financial and legal
arrangements, attending certain counseling sessions, attending post-deployment
reintegration briefings, and arranging for parental care.
Serious Health Condition - the term "serious health condition" means an illness, injury,
impairment, or physical or mental condition that involves inpatient care in a hospital,
hospice, or residential medical care facility; or continuing treatment by a health care
provider. Subject to certain conditions, the continuing treatment requirement may be
met by a period of incapacity of more than 3 full, consecutive calendar days combined
with a least 2 visits to a health care provider or 1 visit and a regimen of continuing
treatment, or incapacity due to pregnancy, or incapacity due to a chronic condition.
Other conditions may meet the definition of continuing treatment.
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Son or Daughter - the term "son or daughter" means a biological, adopted, or foster
child, a stepchild, a legal ward, or a child of a person standing in loco parentis, who is (A)
under 18 years of age; or (B) 18 years of age or older and incapable of self-care because of
a mental or physical disability. 1
Spouse - the term "spouse" means a husband or wife, as the case may be. For purposes of
this definition, husband or wife refers to the other person with whom an individual
entered into marriage as defined or recognized under state law for purposes of marriage
in the State in which the marriage was entered into or, in the case of a marriage entered
into outside of any State, if the marriage is valid in the place where entered into and could
have been entered into in at least one State. This includes an individual in a same-sex or
common law marriage that either (1) was entered into in a State that recognizes such
marriages; or (2) if entered outside of any State, is valid in the place where entered into
and could have been entered into in at least one state.
Next of Kin – the term “next of kin” means the nearest blood relative other than the
covered service member’s spouse, parent, or child, in the following order of priority:
blood relatives who have been granted legal custody of the covered service member by
court decree or statutory provisions, brothers and sisters, grandparents, aunts and uncles,
and first cousins, unless the covered service member has specifically designated in writing
another blood relative as his or her nearest blood relative for purposes of military
caregiver leave under the FMLA.
Covered Service Member – the term “covered service member” means a service member
(regular Armed Forces, National Guard, or Reserves) who incurs, or aggravates, an illness
or injury in the line of duty on active duty that renders the service member medically unfit
to perform the duties of his or her office, grad, rank, or rating. A covered service
member must also be: (1) undergoing medical treatment, recuperation, or therapy;
(2) otherwise in outpatient status; or (3) otherwise on the temporary disability list for such
illness or injury.
Alternatively, a “covered service member” includes a veteran service member who was
discharged or released under conditions other than dishonorable at any time during the 5-
year period preceding the first date on which the eligible Pack Member takes FMLA leave
to care for the covered veteran and who is undergoing medical treatment, recuperation,
or therapy for a serious illness or injury.
1
In addition, Son or Daughter of a Covered Servicemember means a covered servicemember's biological,
adopted, or foster child, stepchild, legal ward, or a child for whom the covered servicemember stood in
loco parentis, and who is of any age. Son or Daughter on Covered Active Duty or Call to Covered Active
Duty Status means the employee's biological, adopted, or foster child, stepchild, legal ward, or a child for
whom the employee stood in loco parentis, who is on covered active duty or call to covered active duty
status, and who is of any age.
FMLA DISCLAIMER:
The Company complies with both federal and state laws regarding the Family Medical
Leave Act. The Company will also comply with any provisions of state or local law that
provide greater family or medical leave rights than the rights established by the federal
FMLA.
The Wage and Hour Division of the US Department of Labor is the federal agency that
regulates the federal FMLA. Federal law makes it unlawful for an employer to interfere
with, restrain, or deny the exercise of any right provided under the FMLA; or to discharge
or discriminate against any person for opposing any practice made unlawful by the FMLA
or for the involvement in any proceeding under or relating to the FMLA. Nothing
in the FMLA affects any federal or state law prohibiting discrimination, or
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supersedes any state or local law or collective bargaining agreement which provides
greater family and medical leave rights. Pack Members have the right to file a complaint
with the US Department of Labor (“DOL”) or bring a private lawsuit if they feel the
Company has violated their rights under the FMLA. For more information, Pack
Members may contact the DOL at 866-487-9243 or www.wagehour.dol.gov. That being
said, it is the preference of Great Wolf Resorts that its Pack Members first bring any
concerns to the attention of the Employee Relations Department.
This Policy provides an introduction to the rights provision of the Family and Medical
Leave laws. Questions Pack Members may have about this law should be directed to
Employee Relations Director.
BACKGROUND:
In order to maintain a superior Guest experience, Great Wolf Lodge holds Pack
Members to an expected standard of behavior. Failure to comply with Great Wolf
standards may result in corrective action as outlined below.
EXPECTATIONS:
Great Wolf expects Pack Members to follow the guidelines in these policies carefully.
Failure to comply with these policies may result in corrective action up to and including
termination. While Great Wolf may use a progressive corrective action system, it reserves
the right to skip any steps in its discretion, without notice.
No handbook can list every type of action that might result in disciplinary action. The
guidelines herein are not all-inclusive. In addition to those expectations set forth within
the Pack Member Handbook, Great Wolf expects Pack Members to act appropriately,
responsibly and in accordance with the Company’s mission and values at all times while
working. Failure to do so may result in corrective action up to and including termination.
Potential Steps
Potential corrective actions include:
o Verbal Warning
o Written Warning
o Final Written Warning
o Suspension
o Termination
This list is not all-inclusive and Great Wolf reserves the right to assess whatever level of
corrective action it deems necessary given the circumstances, and to skip steps at any time
in its discretion.
SUSPENSION POLICY:
In the case of an incident which requires investigation, the Pack Member will be
suspended without pay until the investigation is concluded.
If the result of the investigation determines that the Pack Member did not violate policy:
o The Pack Member will be reinstated in good standing.
o All Pack Member balances for attendance, vacation, floating holidays and
personal days will be retained.
BACKGROUND:
While employed by Great Wolf Resorts employees may contribute to the improvement of
the company through physical or non-physical means. The ownership of these
contributions are outlined below.
All Inventions, including for example discoveries, improvements, modifications, ideas and other
like contributions, made, developed or conceived by Pack Members alone or with others during
employment, that relate to any aspect of the Company’s business, whether or not patentable or
reduced to practice, are the property of the Company. All right, title and interest in any Invention
will be and are assigned to Great Wolf, without any additional compensation due to the Pack
Member. Pack Members shall promptly and fully disclose any such Inventions to the Company,
which has the exclusive power and control over all Inventions.
If necessary and requested by the Company, a Pack Member shall: (i) review and execute any
documents relating to Inventions including patent applications and assignments to Great Wolf;
(ii) cooperate fully in the protection and prosecution of any Inventions; and (iii) cooperate in the
defense or enforcement of any Inventions including any legal actions or proceedings. You give
Great Wolf, and any affiliates, the right to file applications for any trademarks, copyrights and
patents on your behalf, and for the benefit of Great Wolf, for those inventions and things that
were conceived, reduced to practice, created or otherwise invented during your employment with
Great Wolf. This right will survive termination of your employment with Great Wolf for any
reason.
I acknowledge receipt of the Great Lakes Services, LLC (the “Company”) Pack Member
Handbook (“Handbook”). I can access the handbook at any time on the Company intranet-
Wolfnet. I can also access the handbook using the Pack at Work System (P@WS). I can also
request a printed copy from the Employee Relations Department at any time.
I acknowledge it is my responsibility to read and understand the Handbook. It is also my
responsibility to ask my supervisor or manager, or the Employee Relations Department, for
clarification of any questions that I may have.
I understand that the policies, rules, procedures and benefits described in the Handbook
and all other policies and procedures are subject to change at the Company’s sole discretion, and
that should the content be changed in any way, the Company may require an additional signature
from me to indicate that I am aware of and understand any new policies.
I understand that my employment is terminable at-will, which means that either the
Company or I can terminate the relationship with or without cause, at any time. By signing this
document I acknowledge and agree that I am an employee at will, and that my employment may
be terminated at any time without notice, without cause, and without any fault on my part. There
is no agreement or understanding that the Company, will employ me for any specific period of
time.
I understand that no contract of employment other than "at-will" has been expressed or
implied, and that no circumstances arising out of my employment will alter my "at-will"
employment relationship unless set forth in writing, signed by the Company’s Chief Executive
Officer and me.
Furthermore, I acknowledge that none of the policies and procedures set forth in the
Pack Member Handbook are a contract of employment or change the at-will status of my
employment.
JURY DUTY
The Company encourages Pack Members to fulfill their civic responsibilities by serving jury duty
when required. Pack Members must provide a copy of the jury duty summons to their Director
as far in advance of the date of jury service as possible so that scheduling can be adjusted
accordingly. Pack Members will be paid their straight-time wages for the first three (3) days of
jury service. If a Pack Member will be on jury duty for three (3) days or longer, he or she must
contact their Director, General Manager, or Employee Relations. The Company will continue to
provide any applicable health insurance benefits during the period that a Pack Member is absent
due to jury service.
Pack Members must notify their Director when their jury service ends and provide a copy of the
jury duty confirmation and receipt provided by the Court to their Director upon return to work.
Amounts paid by the Company for jury service may be offset by the amount of any payments the
Pack Member receives from the Court for such service.
Pack Members seeking leave from work under this policy must provide their Director and
Employee Relations with reasonable advance notice of the leave for foreseeable events, and as
soon as possible if the need for leave is unforeseeable events. In the event of a threat of
imminent danger to the health or safety of a Pack Member or the Pack Member’s family member,
the Pack Member is not required to provide advance notice of leave; provided, however, that the
Pack Member or a representative shall notify their Director within three (3) work days that leave
was taken or is being taken under this policy.
The Company may require Pack Members seeking leave under this policy to provide
documentation evidencing that the Pack Member or the Pack Member’s family member has been
a victim of abusive behavior and that leave is taken to address an issue directly related to the
abusive behavior. Satisfactory documentation may include protective orders, police reports,
witness statements, documentation of medical treatment, or sworn statements from the Pack
Member or counselors who assisted the Pack Member in addressing the effects of the abusive
behavior.
All information related to a Pack Member’s leave under this policy will be kept confidential by
the Company, except to the extent that disclosure is: (i) requested or consented to, in writing, by
the Pack Member, (ii) ordered to be released by a court of competent jurisdiction, (iii) otherwise
required by federal or state law, (iv) required in the course of a law enforcement investigation, or
(v) necessary to protect the safety of the Pack Member or other Pack Members.
PARENTAL LEAVE
The Company’s Parental Leave Policy exceeds the requirements of the Massachusetts Maternity
Leave Act (MMLA) by allowing both eligible full-time male and female Pack Members to take
leave for up to 8 weeks, without pay, for:
the birth of a child
the adoption of a child under the age of 18; or
To be eligible for leave, a Pack Member must have been employed by the Company for at least
30 continuous days and provide his or her Director and Employee Relations with at least 2
weeks’ notice of their expected departure date as well as notice of their intent to return to work at
the end of the leave period.
During Parental Leave, a Pack Member will be retained on the Company’s health insurance plan
under the same conditions that applied before the leave commenced. To continue health
coverage, the Pack Member must continue to make any contributions that he or she made to the
plan before taking leave. Failure of the Pack Member to pay his or her share of the health
insurance premium may result in loss of coverage.
Pack Members may, but are not required to, utilize available paid time off benefits to cover all or
a portion of their leave in accordance with Company policy and will receive pay until all available
paid time off benefits are exhausted. Any remaining leave will be unpaid (unless the Pack
Member qualifies for compensation under a disability or other applicable payment plan). During
the leave period, the Pack Member will not accrue paid time off benefits.
Under most circumstances, upon return from Parental leave, a Pack Member will be reinstated to
his or her previous position, or to an equivalent position with equivalent pay, benefits, and other
employment terms and conditions. However, Pack Members returning from Parental Leave have
no greater right to reinstatement than if the Pack Member had been employed continuously
rather than on leave. For example, if a Pack Member on Parental Leave would have been laid off
had he or she not gone on leave, or if a Pack Member’s position is eliminated during the leave,
then the Pack Member would not be entitled to reinstatement. A Pack Member’s use of Parental
Leave will not result in the loss of any employment benefit the Pack Member had earned or was
entitled to before using leave.
The failure of any Pack Member to return to work upon the expiration of Parental Leave will
result in termination of employment unless the Pack Member is eligible for, and has requested
and been approved for, other leave.
Introduction 2.11
Mission Statement 2.12
Great Expectations 2.13
Service Standards 2.14
Our Promise 2.15
Our Culture 2.16
Howlin’ Have To’s 2.17
Project Green Wolf 2.18
I’d like to take this opportunity to welcome you to Great Wolf Resorts. As a new employee, or
as we like to say, “Pack Member”, we are so excited that you have decided to join our team.
In the brief history of Great Wolf Resorts, we have seen explosive growth. Our first Great Wolf
Lodge indoor waterpark resort opened in 1997, and we now have eleven resorts across North
America, with more on the way. Through it all, the one constant has been our steadfast belief
that our Pack Members, and the exceptional guest service they provide, are what distinguish our
brand from our competitors.
In the coming pages, more detail will be provided, but I wanted to highlight a few of the
foundational pillars of our organization’s culture:
Our Mission Statement: “Create Family Traditions, One Family at a Time”. This tenet
captures our enduring commitment to our guests. We aspire to provide them with an
experience so memorable and captivating that they very much look forward to returning
again and again.
Our Brand Promise: “We Make Time For Your Family”. This summarizes the pledge we
make to our guests and each other through our daily actions. Our guests are our #1
priority at all times. At the same time, we are a family company made up of families.
Every Pack Member deserves a positive and inclusive work environment with
opportunity for growth.
Our Core Values: Respect, Integrity, Accountability, Competence, Teamwork. These values serve
as the common thread between us all, establishing standards that we hold ourselves and
each other to.
These principles are the backbone of our brand. We ask that you embrace these and instill them
in your workday. This will ensure that we delight our guests, provide our Pack Members with a
great work environment, and that our company continues to grow, creating advancement
opportunities for us all.
Rubén Rodríguez
CEO, Great Wolf Resorts
In 1997 the 1st Great Wolf Lodge opened in WI Dells, WI. The resort grew to 309 Rooms and a 40,000 Sq.
Ft Indoor Waterpark by 1999. A new trend in the hospitality industry was born, combining quality
accommodations with the finest in family recreational activities.
In 2001, the 2nd Great Wolf Lodge opened in Sandusky, OH. This was Ohio’s 1st Indoor Waterpark
Resort and the beginning of the Great Wolf Resorts brand.
By 2003, Great Wolf Resorts grew its family to 4 resorts, opening new properties in Traverse City, MI and
Kansas City, KS.
In June 2004, Great Wolf Resorts opened Blue Harbor Resort, a new brand with the same mission, values,
promise and standards of service. In March 2011, Great Wolf Resorts sold Blue Harbor Resort to
Claremont New Frontier Resort, LLC.
In 2005, Great Wolf Resorts opened two new lodges - Great Wolf Lodge, Williamsburg, VA and Great
Wolf Lodge, Pocono Mountains, PA.
In 2006, Great Wolf Resorts opened the first International Great Wolf Lodge in Niagara Falls, Ont which
was a joint venture with Ripley’s Entertainment. Not only was this the first International lodge, but the first
franchise adventure.
In 2006, Great Wolf Resorts also opened Ohio’s second Great Wolf Lodge in Mason, OH. The Great
Wolf Lodge in Mason is the first property to include a conference center. It includes 6 Ballrooms, 7
meeting rooms and a boardroom.
In December 2007, Great Wolf Resorts opened Great Wolf Lodge Grapevine, TX. Just outside of Dallas,
this lodge is the largest property with 8 stories, over 600 suites and an 80,000 square foot indoor waterpark.
The first Great Wolf Lodge west of the Rocky Mountains opened in Grand Mound, WA in March 2008.
Located between Seattle and Portland, this lodge was a joint venture with the Confederated Tribe of the
Chehalis Reservation.
In March 2009, Great Wolf Resorts opened Great Wolf Lodge, Concord, NC. Located 20 miles from
Charlotte, this property is the most recently built Great Wolf Lodge.
In May 2014, Great Wolf Resorts opened Great Wolf Lodge, New England. Located outside of Boston in
Fitchburg, MA, this property was the first conversion model for Great Wolf Resorts.
This Pack Member Handbook (“Handbook”) is the Handbook for employees (“Pack Members”)
of Great Lakes Services, LLC, a Delaware limited liability company, and a subsidiary of Great
Wolf Resorts, Inc. (referred to in this Handbook, collectively with its affiliated companies, as
“Great Wolf Resorts” or the “Company”), who are assigned to work entirely or primarily at one
or more resorts or lodges managed by the Company. This Handbook does not apply to other
employees of the Company.
The policies, programs, and procedures described in this Handbook are not conditions of
employment, but merely intended as guidelines, except for the policy of employment at-will.
Neither the policies contained in this Handbook nor any other written or verbal communications
by any manager, officer or representative of the Company (each of these Pack Members is called
a “Director”) are intended to create a contract of employment for a definite term or a warranty or
promise of benefits. The Company adheres to the policy of employment at-will, which permits
the Company or the Pack Member to terminate the employment relationship at any time, for any
lawful reason, with or without advance notice, and with or without cause. A Director has no
authority to make any contrary representation, statement or promise to any Pack Member. Any
modification to the at-will relationship must be in writing and signed by the Chief Executive
Officer of the Company.
This Handbook supersedes all previously issued Pack Member Handbooks and inconsistent
verbal or written policy statements with respect to Pack Members. The Company reserves the
rights to revise, delete, and/or add to the provisions of this Handbook at any time and from time
to time, with or without prior notice. To be effective, however, any such revisions, deletions, or
additions must be in writing signed by the Chief Executive Officer of the Company. No oral
statements, representations or promises can change the provisions of this Handbook.
Pack Members who have questions or wish to have further information about any particular
guideline in this Handbook, should contact their Director, or Employee Relations which may be
contacted by phone at (657) 667-5013 or by email at mmartindelcampo@greatwolf.com.
BACKGROUND:
As part of the tourism industry Great Wolf Resorts aspires to Create Family Traditions, One
Family at a Time.
OVERVIEW:
Directors and Pack Members of Great Wolf Resorts are committed to exceeding Guests’
expectations through outstanding Guest service, quality accommodations, and the finest
in family recreational activities.
BACKGROUND:
Great Wolf Resorts holds all Pack Members to the high standards of the Great
Expectations.
OVERVIEW:
The Great Wolf Resorts Great Expectations are: Respect, Integrity, Accountability,
Competence, and Teamwork – RIACT.
GREAT EXPECTATIONS:
Respect – Basic Human Kindness.
o Treat others with kindness and respect.
o Do not gossip about others.
o If a Pack Member doesn’t have something positive to say about another
individual, he/she shouldn’t say it.
o Use tact in communicating with others.
o Graciously give and receive feedback.
Positive Feedback.
Feedback for Improvement.
Integrity – Honesty, Passion, Courage. Pack Members should:
o Be honest and sincere with their thoughts, actions and words.
o Practice what they believe in and have a passion for what they do.
o Treat every Guest as if they are the Pack Members first interaction of the day.
o Have courage to stand up for what they believe in.
o Have courage to face opportunities that lie in their path.
o Communicate to others and find a solution.
Accountability – Dependable, Focus, Follow Through.
o Be dependable.
o Be at work and on time when scheduled.
o Understand that we are a team and we are only as strong as our weakest Pack
Member.
o Focus on Pack Member’s job.
o Be 100% focused while at work.
o Enjoy time off and return 100% focused.
o Leave personal dilemmas at home and remember that each Pack Member has a
variety of influences outside the resort that they too are leaving outside for the
good of the pack.
BACKGROUND:
Great Wolf Resorts is committed to providing superior service to both internal and
external Guests every day.
OVERVIEW:
This promise is adopted and embodied by all Pack Members in every aspect of their job
and every Guest interaction.
Consistency
o Every Pack Member must embrace the Great Wolf Resorts Culture to ensure a
consistent and outstanding Guest experience.
o Great Wolf Resorts is committed to delivering the same level of Guest service to
every Guest by complying with all ADA requirements and going above and
beyond to make accommodations to allow all Guests to enjoy the Great Wolf
Resorts experience to the full extent.
Speak about all Guests using professional language.
Make an effort to ensure that all Guests have a truly memorable
experience and want to return.
o Failure to follow all Great Wolf Resorts policies in this Handbook including Pack
Member Conduct, Cell Phone Policy, Substance Abuse Policy and Social Media
Policy will result in corrective action, up to and including termination.
Fun
o Great Wolf Resorts is committed to providing a memorable experience for all
external and internal Guests.
o All Pack Members are entitled to:
Waterpark passes for Pack Member and 3 Guests
Restaurant and retail discounts
Refer a Friend program
Parties and Events
Department Events
90 Day Performance Evaluation – Possible Pay Increase
o After 90 days of continuous service Pack Members may be eligible for additional
benefits such as paid holidays, room discounts, 401k program, and paid vacation
days.
o After the first of the month following 60 days of continuous service full-time
Pack Members may be eligible for additional benefits such as insurance.
BACKGROUND:
The Promise is an integral part of the Great Wolf Resorts culture.
OVERVIEW:
Great Wolf Resorts commits to the promise “We make time for your family” both to
Guests and Pack Members.
BACKGROUND:
Great Wolf Resorts adopts a Culture to ensure consistency and quality for every internal
and external Guest experience.
OVERVIEW:
The Great Wolf Resorts Culture is composed of the Mission, Family Traditions, Service
Standards, the Promise, and the Great Expectations.
BACKGROUND:
Howlin’ Have To’s are tips to ensure exceptional Guest service by every Pack Member
every day.
OVERVIEW:
Howlin’ Have To’s are an integral part of the Pack Member job. These are practiced by
every Pack Member and are posted around the lodge for easy reference.
Great Wolf Resorts is committed to playing a leading role in conserving our planet’s natural
resources for future generations by educating and establishing green Traditions for both our
Guests and Pack Members. Through Project Green Wolf, Great Wolf Resorts makes
sustainability a priority in every aspect of the business every day while not compromising the
Guest experience. These efforts have resulted in Great Wolf Resorts being the first and only U.S.
hotel chain to have every property achieve Green Seal certification.
Project Green Wolf really took off in 2007 when Great Wolf Resorts began working toward
Green Seal certification. In 2009 the Company:
Reduced electricity consumption by more than 1.5 million kWH
Reduced gas usage by 234,806 Therms
Reduced water usage by 4.5 million gallons
This focus on sustainability is still making a difference today. From 2011 to 2012 the Company
consumed 4.43% less kWH of electricity and 8.77% less Therms of natural gas.
These positive results would not have been possible without the help of every single Pack
Member.
Pack Members support the Green Wolf principles and share this passion for sustainability by
making an effort to be green in all daily activities and leading by example. Small efforts can make
a big difference.
There are many ways Great Wolf Resorts maintains this Green status, including:
BACKGROUND:
As a Pack Member of Great Wolf Resorts, personal image is one of the first impressions
our Guests will remember about the resort.
OVERVIEW:
Our Guests vary widely in their cultures and social norms. For this reason, Great Wolf
Resorts maintains a conservative appearance to appeal to all our Guests, and would like
the Pack Member’s personality to shine through. Pack Members must be conscious of
their appearance, hygiene, and manners at all times.
Requests for reasonable accommodations. Any applicant for employment or Pack
Member who requires a reasonable accommodation to the standards or requirements set
forth in this policy for reasons based on religion, disability or other grounds protected by
federal, state or local laws should contact their Director, Department Head, or Employee
Relations. The Employee Relations Director may be contacted by phone at (657) 667-
5013 or by email at mmartindelcampo@greatwolf.com. Reasonable accommodations
based on protected status will be granted unless they would cause an undue hardship.
GENERAL UNIFORM CODE:
Pack Members are expected to wear the uniform specific to their department.
Additions, deletions or alterations to uniforms are prohibited.
Uniforms are to be clean and fit properly at all times.
Uniforms should have an appropriate fit. The uniform should not be worn too tight or
too loose. Because there are many body types, Great Wolf Resorts has allowed Pack
Members to provide their own parts of the uniform with the exception of logoed items.
Management reserves the right to have Pack Members correct the fit of their uniform at
their own expense for non-issued items.
It is strongly recommended that Pack Members have a minimum of two (2) complete
uniforms.
The uniform shall be worn in its entirety when on duty.
When off duty and in transit to or from work, individual parts of the uniform cannot be
worn. It must be worn in its entirety or not at all.
When in uniform, Pack Members must comply with the Great Wolf Resorts Uniform and
Appearance Tradition whether on duty or not.
HATS AND HEADCOVERS:
Hats shall be Company-issued and have the Great Wolf Lodge or branded logo.
Sweatbands are not allowed.
HAIR:
Hair should be clean and well groomed.
EYEWEAR:
Sunglasses are allowed for positions outside the resort.
Sunglasses may not be worn inside the resort.
Sunglasses should not be reflective so eyes are visible when speaking to Guests or Pack
Members.
Contact lenses should be a natural color.
FACIAL HAIR:
Beards, mustaches and goatees are acceptable.
Bare skin shall be shaven and presented in a professional manner.
Pack Members must be in compliance with safety and sanitation regulations with regard
to facial hair. Some local codes have specific requirements. See the Department Director
or Director of Employee Relations.
JEWELRY:
Excessive jewelry is not allowed.
Safety and health regulations/standards may prohibit certain jewelry. Any changes from
this Tradition will be specified by Employee Relations and the Department Director.
Icons on jewelry cannot contain profanity or be directed toward any protected class.
Earrings are allowed unless safety regulations require otherwise.
o Stud earrings must be less than ¼” in size.
o Hoop earrings must be less than ½” in size.
o No more than 2 earrings are allowed per ear.
Other piercings:
o One nose stud piercing is allowed. Hoops or bars are not allowed. Nose piercing
should be 1/8 inch in diameter or smaller.
o All other visible body piercings are not allowed. This includes tongue, eyebrow,
lip rings, studs, and spacers.
Necklaces:
o One gold, silver, pearl, or black necklace less than ¼ inch in diameter is allowed
unless safety regulations require otherwise.
o Beaded, rope, hemp, and leather necklace types are not allowed.
o If necklaces are allowed, a pendant no more than 1” in diameter is acceptable.
A maximum of two (2) rings per hand are allowed unless safety regulations require
otherwise.
Rings may not be any larger than the width of the finger.
One bracelet per wrist is allowed.
BODY TATTOOS:
Tattoo standards may vary by position. Employee Relations and the General Manager
reserve the right to determine which tattoos can be visible and will advise Pack Members
on appropriate methods of covering them.
Unacceptable tattoos must be fully covered by clothing or tattoo make-up. Unacceptable
SHOE REQUIREMENTS:
Clean and tied at all times.
Shoes should be slip-resistant and sturdy.
Safety shoes may be required based on the scope of work or in specific departments. If
job duties require specific protection of feet or toes, proper footwear must be worn.
Open toed shoes are not allowed at resorts, with the exception of Aquatics.
Aquatics Pack Members may wear a vented toe shoe and must have a heel strap.
o Flip flops and sandals without a heel strap are not allowed.
o Aquatics staff must be wearing approved footwear in the hotel and on exterior
grounds.
o Aquatics staff must be wearing closed-toed shoes if working in mechanical rooms,
with any mechanical equipment, and when using floor chemicals.
Housekeeping, Security, Retail, and Brand Experience Pack Members are required to
wear mostly black or mostly white slip/skid resistant shoes with no more than 1
additional color on the shoe.
Food & Beverage Pack Members are required to wear black slip/skid resistant shoes.
Banquet Pack Members are required to wear a black slip/skid resistant dress shoe.
Guest Service Pack Members are required to wear a black shoe.
Engineering Pack Members are required to wear slip/skid resistant shoes; boots are
preferred.
RETURNING UNIFORMS AND OTHER COMPANY PROPERTY:
The uniform and any other Company-issued equipment that the Pack Member received is
Great Wolf Resorts property and must be returned if it needs replacement and upon
termination, whether voluntary or involuntary, unless purchased by the Pack Member.
If the property is not returned, the Pack Member will be billed personally for the value of
the property. Failure to return property or pay the invoice may result in legal action
against the Pack Member.
PERSONAL HYGIENE:
Heavy perfume, aftershave and make-up should be avoided.
Personal hygiene must be maintained on a daily basis.
Local health codes may have specific requirements for some departments and shall be
complied with.
Hands and Fingernails:
o Hands and fingernails must be clean and well groomed.
o Fingernails should be a reasonable length to allow for the work specific to the
department.
o Fingernail polish may not be allowed in certain departments or for certain
positions as directed by local health codes.
PERSONAL PARCELS:
Personal parcels and coats are not allowed into selling or storage areas. These should be
kept in lockers where available.
For properties without lockers, personal parcels may be limited in size and every effort
should be made to keep them away from Guest view, away from food storage, and away
from cash handling areas.
Any items carried into or from the lodge are subject to inspection.
BACKGROUND:
In order to ensure superior Guest experience, Great Wolf Resorts limits the use of
personal cell phones by Pack Members while on Great Wolf Resorts property.
OVERVIEW:
This code of conduct outlines the Great Wolf Resorts expectations for Pack Member
personal cell phone use while on Great Wolf Resorts property.
Failure to comply with this policy will result in corrective action, up to and including
termination of employment.
ATTENDANCE:
Good attendance is a very important part of our operation and a Pack Member’s overall
job performance. If a Pack Member is late or absent for his/her scheduled shift, a
notation is made on his/her attendance record. Absenteeism and tardiness can cause
scheduling problems for the department and can adversely affect our ability to service our
Guests. A poor attendance record is grounds for corrective action, up to and including
termination, and can affect the Pack Member’s ability to be rehired.
Pack Members should follow all attendance policies carefully. Great Wolf Resorts needs
the whole Pack to make it a wonderful experience for our Guests.
SCHEDULING:
UNABLE TO WORK
If something unexpected happens to prevent a Pack Member from coming to work (such
as injury or illness), he/she must report the absence to his/her Director or another
member of his/her management team each day that the Pack Member is absent. Pack
Members are expected to call in at least 4 hours prior to the start of their shift (2 hours
for shifts beginning 6:00 AM to 10:00 AM). A call out counts as an infraction and will be
factored into the corrective action process (unless the call out is otherwise protected by
law). Failure to call in absent prior to a Pack Member’s shift will result in a No Call/No
Show. Pack Members must speak with a member of management from their department;
leaving a message is not acceptable.
SCHEDULE CONFLICTS
Whenever possible, a Pack Member should schedule needed days off in advance. Request
for days off must be submitted two weeks before the schedule is completed so that
TARDINESS
If a Pack Member is going to be late, he/she must call the Director/Manager prior to the
start of his/her shift. Failure to call to report to the Director/Manager that the Pack
Member will be late prior to the start of his/her shift may result in a No Call/No Show.
If a Pack Member is 6 or more minutes late for his/her scheduled shift, the Company
may take corrective action. If a Pack Member shows a pattern of tardiness, the Company
may take corrective action, up to and including termination.
LATE, NO CALL
If a Pack Member will be late and fails to call the Director/Manager, he/she is unable to
provide a satisfactory experience for our Guests. This requires that the
Director/Manager begin calling others to come in to cover the Pack Member’s shift. It
would be better he/she know the Pack Member is coming, although late. Hence, a late
without calling is much more serious.
LEAVE OF ABSENCE
If a Pack Member needs to miss work for more than 3 consecutive days, he/she should
contact Employee Relations to check his/her eligibility for leave under the Family and
Medical Leave Act (FMLA) and/or applicable state law. The Company does not provide
unpaid Leave of Absences outside of FMLA, unless otherwise required by applicable law.
Each request will be processed on a case by case basis. Please refer to the Family and
Medical Leave Policy in this Handbook.
DOCTOR’S NOTE
If a Pack Member misses work due to illness, in some cases he/she may be required to
bring in a note from the treating physician (on the Pack Member’s first day back to
work). The note from the treating physician must have the dates which the Pack Member
was under his/her care, a valid address and phone number for the doctor, and the
Doctor’s name/signature. The note must describe in detail any restrictions the treating
physician has prescribed or a notation of a full release to return to work. If a Pack
Member has restrictions, the Company will engage in an interactive process to determine
whether such restrictions may be reasonably accommodated. The Pack Member may be
NO CALL/NO SHOW
A No Call/No Show is the failure to come in or call in for one or more shifts. Three
consecutive shifts missed as a result of No/Call No Show will result in immediate
termination. This is the worst kind of attendance infraction and it comes with serious
consequences. See the grid.
*Calls must be made consistent with the timelines and requirements listed in the
applicable paragraphs above.
Example:
Jeff works as a server in one of our restaurants.
Jeff is late for his shift on October 18th but calls to let us know. He receives 1 point
documented on his attendance tracker. Jeff calls off for his shift on October 31st, he
receives 3 points on his attendance tracker. Jeff is late for his shift on November 3rd, but
calls in to let us know. He receives 1 point documented on his attendance tracker. He
now has 5 points and is due a verbal warning.
INTRODUCTION:
This Code of Business Conduct and Ethics (the “Code”) embodies the commitment of Great
Wolf Resorts to conduct our business in accordance with all applicable laws, rules and regulations
and the highest ethical standards. All Pack Members and members of our Board of Directors are
expected to adhere to the principles and procedures set forth in this Code that apply to them. We
also expect the consultants we retain to abide by this Code.
For purposes of Section 406 of the Sarbanes-Oxley Act of 2002 and the rules promulgated
thereunder, Section I of this Code is our code of ethics for our Chief Executive Officer,
President, Chief Financial Officer, Chief Accounting Officer and/or Controller, and any other
senior executive or financial officers performing similar functions and so designated from time to
time by the Chief Executive Officer of the Company (collectively, the “Senior Executive and
Financial Officers”). In addition to this Code, each Pack Member should also read and be
familiar with the remainder of this Handbook. With respect to the Pack Members, this Code does
not supersede the standards set forth in other policies in the Handbook, but rather should be
read together with such policies.
SECTION I
A. General
The policy of the Company is to comply with all laws governing its operations and to conduct its
affairs in keeping with the highest moral, legal and ethical standards. In particular, Senior
Executive and Financial Officers hold an important and elevated role in maintaining a
commitment to (i) honest and ethical conduct, (ii) full, fair, accurate, timely and understandable
disclosure in the Company’s public communications, and (iii) compliance with applicable
governmental rules and regulations. Accordingly, the Company has adopted this Code. This Code
was approved initially by the Board of Directors of the Company and is thereafter periodically by
the Audit Committee of the Board of Directors (the “Committee”) and disbursed to the public
by means of one of the methods described in the rules and regulations promulgated by the
Securities and Exchange Commission (the “SEC”).
SECTION II
A. Corporate Opportunities
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REV. 07-16
Pack Members and directors owe a duty to the Company to advance the Company’s legitimate
business interests when the opportunity to do so arises. Pack Members and directors are
prohibited from using corporate property, information or position for personal gain or
competing with the Company. Sometimes the line between personal and Company benefits is
difficult to draw, and sometimes both personal and Company benefits may be derived from
certain activities. The only prudent course of conduct for our Pack Members and directors is to
make sure that any use of Company property or services that is not solely for the benefit of the
Company is approved beforehand through an Ethics Contact (which shall mean one of the
Senior Executive and Financial Officers or the Company’s General Counsel).
B. Confidentiality
In carrying out the Company’s business, Pack Members and directors often learn confidential or
proprietary information about the Company, its customers, prospective customers or other third
parties. Pack Members and directors must maintain the confidentiality of all information so
entrusted to them, except when disclosure is authorized or legally mandated. Confidential or
proprietary information includes, among other things, any non-public information concerning the
Company, including its businesses, financial performance, results or prospects, and any non-
public information provided by a third party with the expectation that the information will be
kept confidential and used solely for the business purpose for which it was conveyed.
C. Fair Dealing
The Company has a history of succeeding through honest business competition. The Company
does not seek competitive advantages through illegal or unethical business practices. Each Pack
Member and director should endeavor to deal fairly with the Company’s customers, vendors,
service providers, suppliers, competitors and other Pack Members. No Pack Member or director
should take unfair advantage of anyone through manipulation, concealment, abuse of privileged
information, misrepresentation of material facts, or any unfair dealing practice.
F. Reporting Concerns
Pack Members and directors of the Company are encouraged to and should strive to identify and
raise potential issues before they lead to problems, and should ask about the application of this
Code whenever in doubt. Any Pack Member or director who becomes aware of any existing or
potential violation of this Code should promptly notify an Ethics Contact. The Company will
take such disciplinary or preventive action as it deems appropriate to address any existing or
SECTION III
BACKGROUND:
Where job or business needs demand immediate access to a Pack Member, the Company
may issue a business-owned cell phone, computer, printer, laptop, etc. for work-related
communications. To protect the employee from incurring a tax liability for the personal
use of this equipment, such equipment is to be used for business reasons only.
OVERVIEW:
This code of conduct outlines Great Wolf Resorts’ expectations for Pack Member use of
Company-issued cell phones and other issued equipment.
Failure to comply with this policy will result in corrective action, up to and including
termination of employment.
BACKGROUND:
In order to assure fairness to both Guests and Pack Members, Great Wolf Resorts
regulates the circumstances under which Pack Members may play any games on-site which
result in a prize.
OVERVIEW:
Under certain circumstances as outlined below Great Wolf Resorts Pack Members may
play games at the lodge. Under all other circumstances, no Pack Member or family of a
Pack Member may play redemption games at the lodge.
BACKGROUND:
In order to protect both Pack Members and Guests, Great Wolf Resorts sets strict
guidelines for appropriate interaction to avoid disruptions to the work environment,
conflicts of interest, and charges of favoritism, discrimination, and sexual harassment.
OVERVIEW:
Pack Members may not develop or attempt to develop any relationship with Guests
outside of a professional one that relates directly to the work environment.
The exchange of personal contact information between a Pack Member and Guest is
strictly prohibited. This information includes, but is not limited to:
o Phone numbers
o E-mail address
o Home address
o Schedules
o Social Media Profiles
Personal contact between Pack Members and Guest through professional contact
information such as work e-mail, Company-issued cell phone, etc. is not permitted.
Pack Members who violate this policy will be subject to corrective action, up to and
including termination.
Pack Members may not enter Guest rooms unless they meet all of the following:
o They are authorized and trained to enter Guest rooms; and
o There is a valid business reason (room cleaning, repair).
Pack Members may not interact with Guests in any way other than in a professional
manner that is directly related to the specific job and per the training for the job.
Pack Members may not make arrangements to meet with Guests while off duty. This
includes both on and off property.
Pack Members may not use the facility for meetings with Guests for any personal matter.
Fraternization that interferes with Great Wolf Resorts’ Culture, the professional environment, or
the safety of our Guests will be immediately addressed.
BACKGROUND:
The lodge and its facilities are for the exclusive use and enjoyment of our Guests. Pack
Member use of the facilities (exclusive of approved Wolf Pack Family Days, other
approved Employee Relations programs, or when visiting as a guest) during non-working
hours requires prior approval from the Director/Manager.
OVERVIEW:
Pack Members are not permitted to remain or loiter on property after clocking out at the
conclusion of their shift. Pack Members must leave the lodge after clocking out.
Pack Members are not permitted to use the lodge facilities when off duty unless during an
approved Employee Relations function, with specific approval of Employee Relations, or
when visiting as a guest.
The lodge should not be used as a gathering point for off duty Pack Members.
Off duty Pack Members are not permitted on property to use the Guest Wi-Fi.
Off duty Pack Members are not permitted on property to visit with working Pack
Members.
Pack Members must wait for rides in designated area.
Pack Members who arrive early before their shift starts must stay in the back of house
until they clock in. Pack Members may clock in up to ten (10) minutes prior to the start
of their shift.
Pack Members, when visiting as a guest, must use main entrance.
Pack Members who violate this policy will be subject to corrective action, up to and
including termination.
In accordance with applicable law, the Company prohibits discrimination and/or harassment
because of race, color, ancestry, national origin (including language use restrictions), citizenship,
religious creed (including religious dress and grooming practices), sex (which includes pregnancy,
childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or
breastfeeding), marital status, domestic partnership status, sexual orientation, gender, gender
identity or gender expression, veteran status, military status, political affiliation, family care or
medical leave status or the denial of family and medical care leave, age (40 and over), physical or
mental disability (including HIV and AIDS), medical condition (including cancer and genetic
characteristics), genetic information, or any other basis protected by applicable federal, state or
local law, rule, ordinance or regulation. Any such discrimination and/or harassment is unlawful
and will not be tolerated.
COMPLAINT PROCEDURES:
If a Pack Member believes he/she has been subject to harassment, discrimination and/or,
retaliation on the job, or if he/she is aware of the harassment, discrimination and/or
retaliation of others, the Pack Member is strongly encouraged to provide a written or
verbal complaint, as soon as possible, to his/her Director or to Employee Relations. The
Employee Relations Director can be reached by phone at (657) 667-5013 or by email at
mmartindelcampo@greatwolf.com, The Pack Member may also contact the Corporate
Office by phone at (608) 661-4722 or by email at compliance@greatwolf.com.
Supervisors, Directors and other management employees are required to immediately
report any harassment, discrimination, retaliation and/or other misconduct, and any
complaints of harassment, discrimination, retaliation and/or other misconduct, to the
Employee Relations Director so that the Company can try to resolve the claim internally.
If the complaint is not resolved to the Pack Member’s satisfaction, he/she should
communicate the complaint to the General Manager of the resort.
The law prohibits coworkers and third parties, as well as supervisors and managers
(Directors), with whom a Pack Member comes into contact from engaging in
discrimination, harassment retaliation, and/or other misconduct prohibited by the
California Fair Employment and Housing Act.
Confidentiality for the Pack Member reporting prohibited conduct cannot, in most cases,
be completely maintained. However, details will only be shared on an as-needed basis
and only with those individuals directly involved in the investigation or who otherwise
have a need to know.
The Pack Member’s complaint should be as detailed as possible, including the names of
individuals involved, the names of witnesses, direct quotations when language is relevant,
and any documentary evidence (notes, pictures, cartoons, etc.). Disclosure of the
BACKGROUND:
During unique situations, usually inclement weather or pending weather, Pack Members
may opt to stay in the hotel overnight in anticipation of work the next morning.
These situations are infrequent and require General Manager and Director of Employee
Relations approval.
OVERVIEW:
To protect the property from potential liability and to advise Pack Members of the off
duty expectations that coincide with an Emergency Stay, a Code of Conduct is articulated
in this Tradition.
This Code of Conduct identifies the expectations and circumstances under which a Pack
Member may stay in the hotel overnight without charge in anticipation of working the
next morning.
A sign off sheet must be issued to each Pack Member and must be signed before an
Emergency Stay room will be released.
FOOD PROVIDED:
Discounted or free food may be provided to the Pack Member with the Company’s
consent. The food or cost associated is not covered in this Tradition and may vary by
property.
BACKGROUND:
Great Wolf Resorts assumes no responsibility for the personal items of Pack Members.
OVERVIEW:
Great Wolf Resorts assumes no liability for the damage, loss, or theft of the personal
property of Pack Members by third parties.
All storage facilities, offices, and workspaces including desks and lockers are the property
of Great Wolf Resorts.
Great Wolf Resorts reserves the right to have access to all areas and to such property at
any time without advance notice to Pack Members.
In order to protect both Pack Members and Guests, video surveillance may be used.
Video surveillance will not be used in private areas of restrooms, showers and dressing
rooms.
All personal items are to be brought in a clear bag or backpack and all bags are subject to
search.
As a Pack Member of Great Wolf Resorts, I hereby acknowledge and agree that I may be involved
in situations wherein my photo and/or likeness may be captured via photography, videography or
any other process. As such I hereby release the Company and its respective Directors, Officers and
Pack Members from any and all claims whatsoever arising out of or which may arise by reason of
participation in any such photo shoot including, without limitation, any claims due to personal
injuries resulting from and/or arising out of the alleged negligence of the Company or its respective
Directors, Officers and/or Pack Members.
It is Company policy to protect the confidentiality of Pack Member records by handling requests
for information on present and former Pack Members in a professional and ethical manner.
Employee Relations may release employment information via the telephone for Unemployment
Cases with the state or for final verifications with financial institutions (i.e. day of confirmation of
employment during the closing on a home loan.)
All written requests for employment verification and reference checks must be referred to
Employee Relations, along with a signed release for information by the Pack Member. This
applies to both former and present Pack Members. Current Pack Members must sign a Release
Form to allow the release of information.
Employee Relations may release additional information for unemployment and legal matters.
Pack Member requests for recommendations and references sent directly to the departments
must be forwarded to Employee Relations.
Inter-company reference checks must be handled through Employee Relations in the event of
Pack Members transferring to another Great Wolf Resorts, applying for a different position or
making a lateral transfer within Great Wolf Resorts. In such cases, employment information will
be accessible to full-time management conducting the interview or those responsible for making
the hiring decision.
SMOKING:
To help promote a safe and healthy work place, Pack Members of legal smoking age may smoke
only in designated smoking areas while in uniform and only at times authorized by the
appropriate Director. Pack Members should see their Director for the designated areas. Other
than these designated areas, a Pack Member should never be seen in uniform and smoking on
property. This includes the use of electronic cigarettes and smokeless tobacco.
INTRODUCTION:
Every day, Great Wolf Resorts strives to develop meaningful relationships with our Guests
and look for ways to improve the service Great Wolf Resorts provides them. In the past,
we’ve directly connected with our customers in person, through telephone calls, or in e-mail
conversations. Today, social networking tools such as Twitter and Facebook provide the
opportunity for the Company to engage in a whole new form of dialogue with current and
future Guests. For this purpose, Great Wolf Resorts engages Marketing and Social Media
Agents to foster and direct our social media presence. These professionals are experienced
and knowledgeable about the most effective way to promote our image and brand, as well
as communicate with our current and future Guests in the virtual world.
Despite our engagement of Marketing and Social Media Agents, the Company recognizes
that Pack Members may post about the Company, its employees, and its products and
services on blogs, wikis, and other social media platforms. Pack Members in every role and
level should feel free to share thoughts in all forms of social media—provided Pack
Members abide by this policy when posting about the Company, its employees, or its
products and services. Additionally, Pack Members should note that all other Great Wolf
Resorts policies, especially RIACT, and practices apply to social media use by Pack
Members. The rules in the real world apply equally in the virtual world.
Also, please remember that while social networking is fun and valuable, there are some risks
Pack Members should keep in mind. In the social media world there is often no line
between what is public and private, personal or professional. That’s one reason why it is
important for Pack Members to clearly identify who they are and their affiliation with Great
Wolf Resorts when posting about the Company’s products or services.
The following terms constitute the Great Wolf Resorts Social Media/Interactive Sites
Policy for Pack Members who post about the Company, its employees or its products and
services. Interwoven into this policy are some general social networking/media guidelines
that are important for Pack Members to follow as they share their thoughts, views and
perspectives—as a Great Wolf Resorts Pack Member—in the virtual world. “Social media
sites” are sites on which Pack Members can share information and opinions, and include
popular destinations such as Facebook, Twitter, YouTube, Ning, Instagram, LinkedIn and
MySpace, wikis and blogs, among others. This policy applies to all such sites, and Pack
Members activity on them, not just those listed above.
To be clear, nothing in this policy is intended to prevent Pack Members from discussing
the terms and conditions of their employment in accordance with applicable law.
However, a Pack Member’s failure to adhere to this policy or any applicable laws or other
Company policies will result in immediate corrective action, up to and including
termination from employment to the extent allowed by law. Any Pack Member violating
local, state or federal laws may also be subject to fines, legal action and/or arrest. If a Pack
Member is subject to legal action resulting from his/her personal social media use, Great
Wolf Resorts will not defend or pay for the defense of such Pack Member in any legal
action.
INTRODUCTION:
Great Wolf Resorts is committed to promoting a safe and healthful environment. The
Company is concerned about alcohol and other drug abuse, since such abuse may
jeopardize the safety of the Pack Member, coworkers, Guests or the community, and can
have a serious effect on Pack Members’ productivity and job performance.
This policy covers all Pack Members and is designed to offer Pack Member assistance to
those who have substance abuse problems, when appropriate. However, Pack Members
will be subject to corrective action, up to and including termination, if they violate the
Company’s terms. Pack Members needing help who receive it and make necessary
changes in their conduct may continue employment subject to the terms of this policy.
Those who refuse assistance are subject to termination.
GENERAL PROVISIONS:
The Company prohibits the use, possession, sale, distribution of or being under the
influence of alcohol and drugs by Pack Members or contractors on its premises or time.
Reporting to work under the influence of illegal drugs (including medically prescribed
marijuana) or alcohol is prohibited. No Pack Member may report for duty or remain on
duty while having an alcohol concentration of 0.04 or greater. Reporting to or remaining
on duty while having a higher alcohol concentration is a violation of this policy. In
addition, any Pack Member requested to submit to an alcohol test required under this
policy and found to have an alcohol concentration of 0.02 or greater, but less than 0.04
will be disqualified from performing his/her duties, until the start of the Pack Member’s
next regularly scheduled duty period, but not less than 24 hours following administration
of the test.
Further, the Company prohibits the off duty use of illegal drugs (or drugs used illegally) if
and to the extent such use does or could reasonably be expected to affect the Company’s
ability to control productivity, provide for the safe and efficient operation of its business,
and protect the safety of its workers and the public.
The use and possession of legally prescribed drugs is permitted on Company premises and
time provided the drug is stored in the original prescription container, or is in the Pack
Member’s possession only in quantities sufficient for his or her shift, and has been
prescribed by a medical practitioner for the current use of the person in possession of the
drug. Possession of lawfully acquired over-the-counter drugs also is permitted, but use of
any such drug must be consistent with the manufacturer’s instructions. However, it is
every Pack Member’s responsibility to know if any substance, either over the counter or
prescribed, can have any effect on judgment or performance. In this instance, Pack
PRE-PLACEMENT TESTING
Any applicant for employment who has met all other qualifications and has been offered a
position with the Company may be required, before beginning his or her job, to take and pass a
pre-employment test for drugs. Failure to submit to and pass the test will result in withdrawal of
the applicant’s job offer.
Candidates for promotion or transfer may also be required to submit to a drug test.
EMPLOYMENT TESTING
Reasonable Suspicion Testing
When a Director has reasonable suspicion to believe that a Pack Member is using drugs or
alcohol in violation of this policy, the Pack Member will be required to submit to a drug
and/or alcohol test. A reasonable suspicion is one based upon, but is not limited to,
observable and describable conduct, appearance or work performance.
Whenever possible, Pack Members required to submit to reasonable suspicion testing will
first be observed by the Director and the decision to test will be confirmed by either the
MOD or by Employee Relations. Pack Members to be tested based upon reasonable
suspicion will be suspended from work pending receipt of the test result.
A Director will arrange for the transportation of a Pack Member identified for testing to
the designated collection site. After collection is completed, the supervisor will make
transportation arrangements for the Pack Member. If a family member or friend is not
available to pick him/her up at the collection site, transportation will be arranged to take
the Pack Member home. If the Pack Member refuses such assistance and insists on
driving, the Company will contact appropriate law enforcement officials to apprise them
of the situation before the Pack Member leaves. The Pack Member will not be physically
detained.
o Whenever the Pack Member engages in conduct that creates a safety hazard or
danger to physical safety of the Pack Member, co-worker, or member of the
public;
o Whenever the Pack Member is involved in an accident while on Company
premises or time which results in damage to Company property, or the property
of others or personal injury to the Pack Member, another Pack Member or a third
party requiring medical treatment beyond first aid. Property damage decisions are
at the sole discretion of the Company.
o Whenever the Pack Member is injured, while at work, and the injury results in lost
time or treatment beyond first aid.
The above testing will occur even if the Pack Member, in the opinion of management,
should receive medical attention but refuses treatment.
Sample Testing
All urine and blood sample testing will be conducted by a laboratory certified by the U.S.
Department of Health and Human Services (“DHHS”), and all initial positive urine test
results will be confirmed by a second, reliable testing method, usually gas
chromatography/mass spectrometry (GC/MS). Testing for alcohol content will be by
evidential breathalyzer, blood analysis or other methods that may be determined to be
appropriate. Any Pack Member who questions the accuracy of a positive drug test result
may submit a written request for a retest to the Company within three (3) working days
of the Pack Member’s receipt of notice of the result. A portion of the original specimen
will have been preserved for such testing, which will be conducted at the Pack Member’s
own expense, in advance, by the same laboratory or a different DHHS-certified
laboratory, of the Pack Member’s choice, applying the same concentration cut-off levels
as were applied during the first test. Should that test be negative, the Pack Member will
be compensated for the cost of the test and lost wages, except where the Pack Member
was suspended in part or in whole for misconduct associated with the circumstances that
led to the initial testing. In which case, the Pack Member will not be compensated for
time lost, or reinstated during any part of the suspension that was for misconduct.
CONFIDENTIALITY
The Company and its agents will keep confidential, to the extent reasonable and feasible,
all test results and test-related information collected, received or generated under this
program. Information regarding test results and potential rehabilitation or counseling will
be confined to a strict need-to-know basis. Information will not be released unless
authorized to do so by a signed, appropriate release of information form. Exceptions will
only be as required by law or in response to actions taken against the Company or in
conjunction with unemployment insurance or worker’s compensation hearings for the
purpose of determining potential willful misconduct on the Pack Member’s part.
The nature of our business is one of trust and confidentiality. All Pack Members are responsible
for keeping Guest information and documents and all proprietary Company Information,
including trade secrets, and other proprietary business information confidential (“Confidential
Information”). Confidential Information about the Company, its Pack Members, Guests, other
customers, suppliers, and vendors is to be kept confidential and divulged only to individuals
within the Company with both a need and authorization to receive the information. If in doubt
as to whether information should be divulged, choose in favor of not divulging information and
discuss the situation with Employee Relations.
All records and files maintained by the Company are confidential and remain the property of the
Company. Records and files are not to be disclosed to any outside party without the express
permission of the Chief Executive Officer or the General Counsel of the Company. Confidential
Information may not be removed from Company premises without express authorization from
the Chief Executive Officer or General Counsel of the Company.
No Pack Member or former Pack Member may, for the purpose of furthering current or future
outside employment or activities, for obtaining personal gain or profit, or for any other purpose
not directly related to the Company’s business interests, use Confidential Information obtained
during or through employment with the Company. The Company reserves the right to avail itself
of all legal or equitable remedies to prevent or redress impermissible use of Confidential
Information or to recover damages suffered as a result of the impermissible use of
Pack Members may be required to enter into written confidentiality agreements confirming their
understanding of the Company’s confidentiality policies, as a condition of initial or continued
employment.
By the very nature of the business, Great Wolf Resorts Pack Members are custodians of
information that must be kept confidential about Great Wolf Resorts’ Guests and vendors. In the
course of performing their work responsibilities with Guests and vendors, Pack Members may
come in contact with written, oral or electronic information or materials that are highly
confidential. Great Wolf holds this information in strictest confidence and will not use, disclose,
release or discuss it with anyone. Except in the performance of their duties, Pack Members are not
permitted to use, disclose, release or discuss such information with anyone.
DIVERSITY:
The Company is committed to cultivating a diverse workforce, a diversity that is mirrored
in the Guests we serve. We are fortunate to have Pack Members who come from many
different backgrounds and who have unique skills and experience. Through the
uniqueness of our Pack Members, we learn new ways to do things, ways to manage, and
ways to be more productive.
JOB POSTINGS:
The Company makes every effort to promote and place Pack Members from within. If
the skills and experience needed for the job are available within the Company, the
Company will generally attempt to hire internally. However, the hiring Director and
Employee Relations may elect not to post certain positions at their sole discretion.
As with any position at the Company, selection is based on the ability to meet job
qualifications, work performance, attitude, and a satisfactory attendance record.
Placements are made solely on these qualifications without regard to any protected
characteristic.
A Pack Member expressing interest in transferring to another Great Wolf Resorts property
should do the following:
The following steps should take place once a transfer has been approved:
An internal offer letter is to be issued from Employee Relations and, when signed, a
Status Change form is to be completed.
The originals of all files (personnel, training, medical, benefits) must be sent to the
property to which the Pack Member is transferring. The property that the Pack Member
is leaving should keep only photocopies for their records.
If a Pack Member is transferring mid-pay period, communication should occur between
the two Employee Relations Directors involved regarding the Pack Member’s payroll
status. For example, if the Pack Member has deductions/garnishments, and he/she will
be receiving paychecks from both locations for the transition pay period, communication
should occur to ensure that deductions are not duplicated.
If the Pack Member is currently a participant in benefits that are shared with other
locations, it is the responsibility of the departure property to notify the benefit provider
(Dean, BCBS, Delta, UNUM) that the employee should be transferred off their group
number and onto the new location’s group number.
If the Pack Member is transferring to a location that has different benefit providers, new
enrollment forms must be completed upon arrival at the new property.
BACKGROUND :
The Americans with Disabilities Act and various state and local disability laws and ordinances
give protections to individuals with disabilities. The Company complies with all aspects of the
Americans with Disabilities Act (ADA), and any amendments, and state and local disability laws.
This means that we will not discriminate against qualified individuals with a disability in any phase
of the employment relationship including application for employment, hiring, promotions and/or
advancement opportunities, termination, compensation, training and any other conditions or
privileges of employment.
EMPLOYER OBLIGATION:
The Company provides reasonable accommodation to qualified individuals with
disabilities who are Pack Members or applicants for employment, unless doing so would
cause undue hardship.
Once a Pack Member has requested an accommodation or has requested something in
conjunction with a medical condition which might be construed as a request for
accommodation, Great Wolf Resorts will comply with its obligations under the
Americans With Disabilities Act and applicable state law, including, engaging in an
interactive discussion where necessary with the Pack Member to determine whether an
accommodation is needed and, if so, what is the appropriate accommodation.
If you believe that you need an accommodation for a medical condition, please speak
with your Director or Employee Relations. The Company may require medical
documentation of your restrictions and the need for accommodation. The Company will
comply with all applicable laws regarding disabilities.
BACKGROUND:
Great Wolf Resorts distinguishes Pack Members in the categories of Full-time and Part-
time for benefits purposes. Please refer to the Benefits Family Tradition for details.
OVERVIEW:
Full-time Pack Members are defined as those who consistently work at least 30 hours per
week.
After 90 days of continuous service these Pack Members may be eligible for:
o Contribution to the 401K plan
o 5 paid holidays per year
Thanksgiving day
December 24th
December 25th
December 31st
January 1st
o Life insurance/accidental death and dismemberment coverage
o Vacation and sick leave
After 60 days of continuous service these Pack Members may be eligible for:
o Dental insurance
o Health insurance
Part-time Pack Members are defined as those who consistently work less than 30 hours
per week. These Pack Members are eligible for:
o Contribution to the 401K plan
o Holiday pay
o Sick Leave
STATUS CHANGES:
When a Pack Member changes status either from Full-time to Part-time or from Part-
time to Full-time his/her Director must submit a Payroll Status Change notice to
Employee Relations.
Pay rate changes become effective the first day of the pay period following receipt of the
form by Employee Relations.
Benefit eligibility begins 60 days after the Pack Member’s anniversary date, regardless of
his/her status change date.
BACKGROUND:
Pack Members are permitted to engage in outside work or to hold other jobs subject to
certain restrictions as outlined below.
OVERVIEW:
Pack Members must avoid any relationship or activity that might impair or appear to
impair their ability to make objective and fair decisions when performing their jobs or
which compete with, conflict with or compromise the Company’s interests or adversely
affect job performance and the ability to fulfill all job responsibilities.
Company property, information or business opportunities may not be used for personal
gain.
Pack Members may not solicit or conduct any outside business during paid working time.
Outside employment will not be considered an excuse for poor job performance,
absenteeism, tardiness, leaving early, refusal to travel or refusal to work overtime.
Conflicts of interest may arise in the following situations:
o Being employed by or acting as a consultant to a competitor, supplier or
contractor regardless of the nature of employment while employed with Great
Wolf Resorts.
o Hiring or supervising family members or closely related persons.
o Serving as a board member for an outside commercial company or organization.
o Owning or having a substantial interest in a competitor, supplier or contractor.
o Accepting gifts, discounts, favors or services from a customer/potential
customer, competitor or supplier unless equally available to all Pack Members.
Pack Members who have questions about conflicts of interest should seek advice from
management.
Pack Members must seek review from their Director or Employee Relations before
engaging in any activity, transaction or relationship that might give rise to a conflict of
interest.
BACKGROUND:
Great Wolf Resorts values the contribution our Pack Members make on a daily basis,
towards living our Brand (Great Expectations, Service Standards, Mission and Promise).
The Contribution Assessment determines the Pack Member’s level of impact through
individual actions and behaviors.
OVERVIEW:
Contribution Assessments are generally completed for all Pack Members after 90 days of
employment and annually thereafter. Pack Members are encouraged to ask for more
frequent feedback and can initiate a Contribution Assessment Review. When a Pack
Member feels he/she has made substantial progress completing recommendations leading
to an increased contribution level the Pack Member can request a meeting with their
Director to discuss the current contribution level.
There are 2 separate Contribution Assessments: Nonexempt and Leadership. The
Nonexempt Contribution Assessment contains 12 assessment attributes. The Leadership
Contribution Assessment contains the 12 Nonexempt assessment attributes along with an
additional 5 attributes that are specific to members of our leadership team. Any Pack
Member who supervises another Pack Member will be evaluated using the Leadership
Contribution Assessment.
All ratings are based on a five point scale with one being the lowest and five being the
highest.
A weighting system is also integral to the Contribution Assessment. The weighting of
each attribute provides feedback to the Pack Member on the importance of the attribute
and will leverage the overall score based on the importance of an attribute. Lastly, the
weighting also allows the evaluator to factor out non-appropriate attributes.
SUMMARY TAB:
Self-explanatory demographic information.
Attribute Summary Table:
o Provides a summary of all weights assigned for the Pack Member.
o Summarizes the level of performance across all attributes.
o Multiplies the level of performance by the weighting – this will produce a total
evaluation points score.
o The evaluation points score is then divided by the weighting total to produce a
final score.
o The score will be represented as a five point scale which will mirror the
definitions provided in the attribute tab.
Goals & Action Plans:
o Allows the evaluator to articulate up to three goals or action plans for the Pack
Member. This information can be typed into the excel document.
Employee Comments:
o Allows the Pack Member to provide feedback on the review and the expectations.
It also allows feedback on the evaluator.
o Allows the Pack Member to add some free form comments on the process or
assessment overall.
RESIGNATION OF EMPLOYMENT:
“Resignation” is a voluntary action initiated by a Pack Member to quit employment.
A Pack Member who gives notice that he/she is quitting or misses work for three
consecutive scheduled shifts, without notice, will be considered to have resigned. A Pack
Member who resigns is encouraged to give two (2) weeks’ notice prior to leaving in order
to remain eligible for rehire.
When a Pack Member has reached the end of his/her employment, these steps should be
followed:
4. The Pack Member should submit two (2) weeks’ notice to Employee Relations
and his/her Director. This notice should be in writing and should be the
equivalent of two working weeks.
5. After the Pack Member works his/her last shift, he/she should go to Employee
Relations to “process out”. Employee Relations will give the Pack Member the
appropriate paperwork and collect the Pack Member’s ID card, bank key, security
door access card, and any other Company property issued to him/her.
6. Failure to provide two (2)-weeks’ notice or to work out the two-week notice
period may result in a no rehire status. Having a no rehire status will make the
Pack Member ineligible to work for any Great Wolf Resorts property.
Important Note: If a Pack Member stops coming to work and has not worked the full two (2)- week
notice period, his/her reason for termination will be changed to Job Abandonment.
TERMINATION OF EMPLOYMENT:
As used in this section of the Handbook, “termination” generally means a separation
from employment initiated by the Company.
BACKGROUND:
The Company maintains a personnel file and other employment records on each Pack
Member.
OVERVIEW:
All employment records are the property of the Company, not the Pack Member, and
access to the information they contain is restricted.
Pack Members are responsible for keeping their personal information up to date.
Current and former Pack Members may review and/or request a copy of their personnel
files and/or wage statements in accordance with applicable law.
Pack Members who have any questions or who wish to review or obtain a copy of their
personnel file or wage statements should contact Employee Relations.
PAY POLICY:
Pack Members will be paid every other Thursday. If a payday falls on a holiday, Pack
Members will be paid on the preceding business day.
Lost paychecks should be reported immediately. You will be required to repay the
Company for the cost of the stop payment, in a manner permitted by state law.
Hours worked are to be submitted by all non-exempt Pack Members for each pay period.
Pack Members must accurately report all hours worked. Working off-the-clock and/or
failing to report all hours worked is strictly prohibited. Falsifying hours worked is fraud
and will result in immediate termination.
A missing, late, or inaccurate report of hours worked may delay a Pack Member’s
paycheck. Pack Members who need to correct a missing or inaccurate clock transaction
must submit a Time Entry Correction/ Meal Period, Rest Break or Recovery Period
Correction Form to the Director or Employee Relations as soon as they become aware of
the missing or inaccurate clock transaction. Pack Members should see their Director for
the deadline for submitting hours worked for each pay period.
As a matter of Company policy, advances against future salary or wages are not granted.
NO RETALIATION
The Company will not tolerate improper salary deductions and it is the right of the Pack
Member to bring the complaint or concern to the Company. The Company maintains a
“zero tolerance” policy against any retaliation against any Pack Member who makes a
complaint about improper deductions. A Pack Member should promptly report any
retaliation through the channels detailed above.
BACKGROUND:
In order to preserve the business, Great Wolf Resorts closely manages labor through a
workforce management system and investigates all claims of time theft.
OVERVIEW:
Great Wolf Resorts uses the P@WS (Pack at Work System) to closely monitor and
manage labor and preserve maximum efficiency.
SCHEDULING:
Great Wolf Resorts commits to posting schedules 10 days in advance of the start date.
Schedules always start on Friday and end the following Thursday.
Pack Members have several options for viewing their schedule:
o On any computer at www.packatwork.com.
o On the mobile P@WS app on their smartphone or tablet.
o On any time clock at the lodge.
o On posted schedules in their department.
Pack Members are responsible for managing their work schedule including availability,
time off requests for future schedules, and all currently scheduled shifts.
If a Pack Member cannot work a scheduled shift it is his/her responsibility to find a
replacement, unless the inability to work is due to illness or another reason covered by
the California Healthy Workplaces, Health Families Act. There are two options for
finding a replacement:
o Talk to other qualified Pack Members and complete a one-way or two-way shift
trade.
o Post the shift on the bid board on P@WS.
A Pack Member is expected to work his/her shift until a successful shift trade has been
approved by the supervisor, unless otherwise provided by law. A shift trade which has
been submitted but not approved is still the responsibility of the scheduled Pack Member,
unless otherwise provided by law.
Not coming in for scheduled shifts and not finding a replacement will result in corrective
action according to the Great Wolf Resorts attendance policy (unless the absence is
otherwise protected by law).
TIME RULES:
Great Wolf Resorts uses the following time rules to manage labor. These rules are
enforced by the P@WS system and are subject to change.
TIMEKEEPING:
Pack Members have the ability to clock in and out at the lodge using their Employee ID
and Password or their badge.
Passwords must be set by the Pack Member at first login and must be kept confidential.
Pack Members must accurately report all hours worked. Working off-the-clock and/or
failing to report all hours worked is strictly prohibited.
Pack Members are responsible for reporting errors in timekeeping promptly to the
Director or Employee Relations. Any missed clock transactions (forgetting to clock in or
out at work start/end or at the start/end of a meal period) must be reported to the
Director or Employee Relations immediately. Pack Members who need to correct a
missing or inaccurate clock transaction must submit a Time Entry Correction/Missed
Meal Period or Rest Break Correction Form to the Director or Employee Relations as
soon as they become aware of the missing or inaccurate clock transaction.
Pack Members can verify their clock transactions and work times online at
www.packatwork.com.
Failure to report an over-payment of wages may be grounds for disciplinary action, up to
and including termination.
TIME THEFT:
Great Wolf Resorts takes all reports of time theft seriously and all suspicions are
investigated.
Time theft may include but is not limited to:
o Taking a meal period without clocking out.
o Not working while clocked in.
o Clocking in or clocking out another Pack Member.
o Being clocked in or clocked out by another Pack Member.
o Failing to report an over-payment of wages.
o Clocking in at a location other than the one closest to the work location.
o Working when not scheduled.
A Pack Member under investigation for time theft will be suspended until a resolution is
reached.
o If the Pack Member is found innocent of time theft he/she will return to work
and be paid for any scheduled time he/she missed during the investigation.
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o If the Pack Member is found guilty of time theft his/her employment will be
terminated. Great Wolf Resorts may seek restitution for time theft.
ADP IPAYSTATMENTS:
ADP, our payroll provider, offers Pack Members access to their earnings statements and
W-2 forms 24 hours per day, 7 days a week through iPay or through the iPay mobile app.
In addition, Pack Members can make changes to their W-4. Simply type in changes, print
the W-4 form, sign it and forward the completed form to Employee Relations for
processing.
AFTER REGISTRATION:
Next Pack Members will complete the registration process by selecting a few security
questions and selecting a password. Your password must contain between 8 to 20
characters and at least one alpha and one numeric character.
You will be assigned a system generated User ID – please write this down. The security
questions will be used to verify your identity if you ever forget your user ID or password.
Upon completing the registration process, you may access your pay statements at
https://ipay.adp.com/. Do not log in from the registration screen or email received.
Great Wolf Resorts hopes Pack Members will enjoy this new feature. The Company
appreciates the opportunity to provide Pack Members with this exciting new way of
viewing their pay information. However, if a Pack Member wishes to receive a paper wage
statement, he/she should inform his/her Director or Employee Relations.
BACKGROUND:
State laws regulate the frequency and time requirements for Pack Member meal periods,
rest breaks and recovery periods while working. Great Wolf Resorts has also set
additional guidelines to expand upon these laws.
OVERVIEW:
The purpose of this section is to describe our policy regarding meal periods, rest breaks
and recovery periods.
MEAL PERIODS:
Great Wolf Resorts provides meal periods as required by law. Pack Members are
required to make every effort to ensure compliance with the Meal Period, Rest Break &
Recovery Period Policy.
Pack Members who work more than five (5) hours in a day will be provided an unpaid
meal period of at least thirty-five (35) uninterrupted off-duty minutes. Pack members are
to begin the meal period no later than the end of the fifth hour of work. Pack Members
who work in excess of five (5) hours but less than six (6) hours may voluntarily waive the
meal period with Great Wolf Resorts’ consent.
Pack Members who work more than ten (10) hours in a day will be provided a second
unpaid meal period of at least thirty-five (35) uninterrupted off-duty minutes. This
second meal period must begin no later than the end of the tenth hour of work. A Pack
Member may voluntarily waive the second meal period with the Company’s consent,
provided the Pack Member took his or her first meal period and finishes his or her shift
within twelve (12) hours.
Pack Members will be relieved of all duty during meal periods, and Great Wolf Resorts
expressly relinquishes control over Pack Members’ activities during meal periods. All
Pack Members are prohibited from working “off-the-clock” during meal periods. Pack
Members are free to leave the premises during meal periods. Meal periods are not paid
and are not included as hours worked for purposes of calculating overtime. Pack
Members are required to accurately record the start and end times of their meal periods.
Pack Members may not combine a meal period with a rest break, nor can Pack Members
use meal periods to arrive late or leave early from shifts.
Great Wolf Resorts’ policy is that Pack Members must take meal periods and must not
work during meal periods. Pack Members who do not timely take their meal periods, and
supervisors and/or Directors who impede or discourage Pack Members from taking
their meal periods, will be subject to disciplinary action, up to and including
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termination. If you believe that you have been impeded or discouraged from taking a
timely meal period, you should notify Employee Relations by phone at (657) 667-5013 or
by email at mmartindelcampo@greatwolf.com immediately (i.e., the same day).
If a Pack Member is not provided with a meal period in accordance with the Meal Period,
Rest Break & Recovery Period Policy, this should be reported on a Time Entry
Correction/ Meal Period, Rest Break or Recovery Period Correction Form and submitted
to Employee Relations immediately (i.e., the same day). Pack Members who report that
they were not provided with a meal period in accordance with this policy (either because
the meal period was not provided at all, was cut short or interrupted, or was not provided
within the time required) will receive a premium in accordance with applicable law.
Falsification of a Time Entry Correction/ Meal Period, Rest Break or Recovery Period
Correction Form is a violation of Great Wolf Resorts policy, and may subject Pack
Members to disciplinary action, up to and including termination.
REST BREAKS:
Pack Members are authorized and permitted to take rest breaks at the rate of one 15-
minute rest break for every four (4) hours worked, or major fraction thereof. The only
exception applies if a Pack Member’s total daily work time is less than three and one-half
(3.5) hours. For purposes of this policy, “major fraction” means any time greater than
two (2) hours (or as otherwise defined by law). For example, if you work more than six
(6) hours, but not more than ten (10) hours in a workday, you are authorized and
permitted to take two (2) rest breaks lasting 15 minutes each. If you work more than ten
(10) hours, but not more than fourteen (14) hours in a day, you are authorized and
permitted to take three (3) rest breaks lasting 15 minutes each, and so on. Rest breaks
should be taken as close to the middle of each work period as is practical.
Rest breaks are counted and paid as time worked. Accordingly, Pack Members are not
required to record the start and end times of their rest breaks. Pack Members may not
combine rest breaks with a meal break or other rest break, nor may Pack Members use
rest breaks to arrive late or leave early from a shift. Pack Members will be relieved of all
duty during rest, and Great Wolf Resorts expressly relinquishes control over Pack
Member’s activities during rest breaks. Pack Members are free to leave the premises
during rest breaks.
Great Wolf Resorts’ policy is that Pack Members must take rest breaks and must not
work during rest breaks. Pack Members who do not timely take their rest breaks, and
supervisors and/or Directors who impede or discourage Pack Members from taking their
rest breaks, will be subject to disciplinary action, up to and including termination. If you
believe that you have been impeded or discouraged from taking a timely rest break, you
should notify Employee Relations by phone at (657) 667-5013 or by email at
mmartindelcampo@greatwolf.com immediately (i.e., the same day).
If a Pack Member is not authorized and permitted to take a rest break in accordance with
the Meal Period, Rest Break & Recovery Period Policy, this should be reported on a Time
Entry Correction/ Meal Period, Rest Break or Recovery Period Correction Form and
submitted to Employee Relations immediately (i.e., the same day). Pack Members who
report that they were not authorized and permitted to take a rest break in accordance
with this policy (either because the rest break was not permitted at all, was cut short or
interrupted, or was not provided within the time required) will receive a premium in
accordance with applicable law. Falsification of a Time Entry Correction/ Meal Period,
Rest Break or Recovery Period Correction Form is a violation of Company policy, and
may subject Pack Members to disciplinary action, up to and including termination.
Great Wolf Resorts is committed to proper tip reporting. This document describes Pack
Member responsibilities related to Tip Reporting.
EMPLOYEE RESPONSIBILITY:
The Internal Revenue Service (IRS) requires Pack Members to report tips. The IRS may
impose penalties on a Pack Member for failure to report tips to their employer.
Great Wolf Resorts requires that all tips be reported. This includes both charge and cash
tips. Tips may be reported in one of two ways:
o Micros-Automated during the end of shift procedures.
o Manual- Fill out a Tip Reporting form obtained from Employee Relations.
Employees in the following Departments/positions can report tips as follows:
o Food and Beverage (Servers and Bartenders)
Micros – during end of shift procedures – see Tradition on F&B Server
Operations.
o Spa
Spa Pack Members are required to turn in all cash tips.
Open Course/Concepts – tracks gratuities and tips paid.
o All other departments/positions should report tips manually
Tip Reporting forms can be obtained from Employee Relations.
Tips should be reported on a daily basis. Tip income is subject to income tax and FICA
tax withholding.
All Pack Members are responsible for the following:
Reporting 100% of their tips (both charge and cash)
Understanding how to report their tips and doing so on a daily basis
Verifying that tips reported on their bi-weekly pay stub accurately reflect all tips received
and conform to their tip reporting records
Realizing that they are at-risk with the IRS if they under report tip income
Realizing that not following this Tradition may lead to disciplinary action, up to and
including termination
Attending Tip Reporting training upon hire and quarterly thereafter
Asking questions of Employee Relations if they have questions about Great Wolf
Resorts’ tip policy
OVERTIME POLICY:
Pack Members may be required to work overtime as necessary.
All overtime work must be authorized in advance by a Director. Pack Members who
work unauthorized overtime will be paid for the hours worked, but may be subject to
disciplinary action, up to and including termination of employment.
Only actual hours worked in a given workday or workweek will be counted when
calculating overtime pay.
Great Wolf pays all overtime hours worked by non-exempt Pack Members in accordance
with applicable state and federal laws.
All hours worked in excess of eight hours in one workday or 40 hours in one workweek
will be treated as overtime. A workday begins at 12:00 a.m. and ends at 11:59 p.m. The
workweek begins on Friday at 12:00 a.m. and ends on Thursday at 11:59 p.m.
For non-exempt Pack Members:
o Compensation for hours in excess of 40 hours for the workweek, or in excess of
eight hours and not more than 12 hours for the workday, and for the first eight
hours on the seventh consecutive workday in one workweek, shall be paid at a
rate of one and one-half times the Pack Member’s regular rate of pay;
o Compensation for hours in excess of 12 hours in one workday and in excess of
eight hours on the seventh consecutive workday in a workweek shall be paid at
double the Pack Member’s regular rate of pay.
Exempt Pack Members are not eligible for overtime pay.
BACKGROUND:
In order to prevent theft, Great Wolf Resorts employs a Property Removal Policy.
OVERVIEW:
Pack Members must have written permission to remove any non-personal items from the
lodge.
Item:
Manager Signature
BLOODBORNE PATHOGENS:
Great Wolf Resorts is committed to providing a safe and healthful work environment for
our entire Pack. In pursuit of this goal, Great Wolf Resorts has developed an Exposure
Control Plan (ECP) to eliminate or minimize occupational exposure to bloodborne
pathogens in accordance with OSHA Standard 29 CFR 1910.1030.
The ECP is a key document to assist our lodge in implementing and ensuring compliance
with the standard, thereby protecting our Pack Members. The ECP includes:
o Information about bloodborne pathogens and how bloodborne diseases are
spread
o Determination of Pack Member exposure
o Implementation of various methods of exposure control, including:
Universal precautions
Engineering and work practice controls
Hand Washing
Personal protective equipment (PPE)
Sharp containers and the Sharp Injury Log
Work area restrictions
Contaminated equipment and objects
Housekeeping
Laundry Procedures
Regulated waste disposal
Labels
o Hepatitis B vaccination
o Post-exposure evaluation and follow-up
o Communication of hazards to Pack Members and training
o Recordkeeping
o Procedures for evaluating circumstances surrounding exposure incidents
The ECP can be accessed through your supervisor or the safety coordinator.
BACKGROUND:
Great Wolf Resorts makes every effort to prevent injuries.
OVERVIEW:
Safety is everyone’s responsibility. If a Pack Member sees something, he/she must say
something. It is a Pack Member’s obligation to say something if he/she sees an unsafe
condition or behaviors.
IF A PACK MEMBER IS INJURED WHILE ON THE JOB:
He/she must tell the Supervisor, Aquatics and MOD immediately.
He/she must report the injury on the same shift no matter how minor. All injuries are
documented by Aquatics or the MOD. Even a band aid is reported so Great Wolf
Resorts can use the information to prevent further injuries. Disciplinary action is taken
for late reporting.
When a report is taken, Pack Members should point out what they think caused the
injury, so it can be corrected. Great Wolf Resorts doesn’t want anyone else to get hurt.
For any injury of any type Pack Members are subject to drug/alcohol testing.
Minor injuries: Aquatics provides first aid for minor injuries. The MOD as well as the
Department Supervisor will be notified.
For some incidents the Company will ask Pack Members to talk to a nurse over the
phone. The nurse can help assess if the Pack Member will need offsite care. Often Pack
Members can receive guidance from a nurse without having to go to the doctor. Aquatics,
Pack Member’s Department Director, or the MOD will facilitate this call.
If offsite care is needed, Employee Relations/Aquatics will arrange for the Pack
Member’s medical care and the billing associated with it. Keep in mind that injuries not
related to work or found to not be related to work will not be paid by the insurance
company and Pack Members will be financially responsible for those costs. Insurance
fraud is a serious violation that can result in termination and criminal prosecution.
Return to Work Program: Our goal is to bring Pack Members back to work. After an
injury, Great Wolf Resorts has a modified duty program which identifies positions based
on ability. Safety and Employee Relations will assist Pack Members by placing the Pack
Member in a light-duty position until they can return to their regular job.
If a Pack Member has any questions throughout the process, their Employee Relations team will
guide them.
BACKGROUND:
In order to increase Pack Member effectiveness and efficiency, Great Wolf Resorts may
issue Company cell phones, vehicles and radios for Pack Member use.
OVERVIEW:
In order to protect Great Wolf Resorts assets and Pack Members, the issuance and use of
Company property, vehicles and equipment is governed by the following policy.
VEHICLES:
Only authorized Pack Members may be allowed to operate Company property, vehicles
and equipment.
A Pack Member’s driving record will be checked before such authorization is granted.
Pack Members must have permission from a Director and have adequate knowledge of
operation of any vehicle, equipment or property before handling it.
The vehicle/equipment must be treated as Pack Member’s own, with care and caution.
Damage to vehicles or equipment may result in disciplinary action, up to and including
termination, and/or a charge to the Pack Member, to the extent permitted by law.
Pack Members whose job responsibilities include regular or occasional driving and who
are issued a Company cellular telephone for business-related work use are expected to put
safety first, before all other concerns, and refrain from using cellular telephones while
driving.
Pack Members whose job responsibilities do not specifically include driving as an
essential function, but who are issued a Company provided cellular telephone for
business use, are also strongly discouraged from conducting Company business while
driving and are also expected to take personal responsibility for their safety and adopt
personal and public safety precautions, including those set forth in this policy. Pack
Members must comply with all state and local laws regarding the use of cellular
telephones while driving.
To promote ergonomic considerations and additional safety, the Company will provide or
reimburse Pack Members who are assigned a Company provided cellular telephone for
the purchase of appropriate “hands-free” cellular telephone accessories.
Special care should be taken in situations where there is traffic, inclement weather or the
Pack Member is driving in an unfamiliar area.
Pack Members who are charged with traffic violations resulting from the use of their
personal or Company-issued cellular telephone while driving will be solely responsible for
all liabilities, fines, etc., that result.
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As with any policy, the Company’s management staff is expected to serve as appropriate
role models for proper compliance with the provisions above and are encouraged to
regularly remind Pack Members of their responsibilities in complying with this policy.
Pack Members should avoid initiating calls while operating a vehicle.
Incoming calls may be responded to briefly, with the understanding that if a lengthy call is
required, the Pack Member must find a safe place to pull off of the road and return the
call.
Where there is an authorized passenger in the vehicle, the passenger should handle all
calls while the vehicle is in motion.
Routine phone activities, such as initiating calls to customers to discuss normal business
issues, providing direction to subordinates, reviewing plans, etc. with Directors, and
clearing voice messages are to be avoided while operating a vehicle.
If traveling on Company business or electing to initiate a business call with a personal
cellular phone, the concepts concerning use stated in this policy also apply while
operating a non-Company vehicle.
RADIOS:
Some locations may use radios for communication purposes.
Radios are meant to quickly and efficiently locate a Pack Member and relay a brief
message.
Messages must be kept short and to the point.
In the event of a long, extended message, other avenues such as using phone extensions,
switching to a different channel and/or taking a message should be implemented.
Remember there is always a Guest near a radio and the conversation. Be careful and
selective as to what goes over the airwaves!
Do not operate a radio unless properly trained and authorized by a Director.
BACKGROUND:
Great Wolf Resorts Pack Members are expected to maintain professional conduct
standards at all times, including when at the resort for personal use and while attending
Company-sponsored events both on and off property.
OVERVIEW:
This code of conduct outlines Great Wolf Resorts’ expectations for Pack Members
utilizing resort amenities for personal use or attending Company sponsored events both
on and off property.
Failure to comply with this policy will result in corrective action, up to and including
termination of employment.
OVERVIEW:
The Company reserves the right to modify, change, and/or terminate from time to time
the benefits made available to Pack Members. Benefits will be offered in compliance
with applicable law.
Pack Members should consult the Plan Documents for more complete information about
eligibility and the details of the Company’s insurance and other benefit plans. Copies of
the Plan Documents are available from Employee Relations, if onsite at your location, or
from the Benefits Manager in the Madison corporate office (collectively “Employee
Relations”). The terms of the actual Plan Documents will govern the benefits you
receive. Benefits are also available for review at www.mywolfwellness.com.
Full-time Pack Members are those who consistently work 30 or more hours per week.
Part-time Pack Members are those who consistently work less than 30 hours per week.
401K Plan
After 90 days of employment, Pack Members who are at least 18 years of age are eligible
to participate in the 401K plan as of the next Plan entry date.
Each Pack Member may contribute up to 20% of his or her salary or wages on a pre-tax
basis with the Company matching up to 50% of the Pack Member’s contribution, up to a
maximum of 4% of his or her salary or wages.
The plan is subject to limits imposed by applicable law. See Employee Relations for
details.
Dental Insurance (available 1st day of the month following 60 days of employment)
If Pack Members would like to participate in the dental insurance program, they should
contact Employee Relations for a booklet which will contain complete information about
the insurance coverage.
Pack Members pay the entire premium (on a pre-tax basis). Pack Members must sign up
for or waive the insurance coverage within the first 30 days of eligibility.
If a Pack Member waives the coverage, he/she will not be eligible to enroll in the
program until Open Enrollment time, unless a qualifying event occurs. See Employee
Relations for details.
Health Insurance (available 1st day of the month following 60 days of employment)
If Pack Members would like to participate in the health insurance program, they should
contact Employee Relations for a booklet which will contain complete information about
the insurance coverage. Pack Members should refer to the current summary plan
descriptions for additional information concerning benefits.
Currently, the Company pays a portion of the premium and the Pack Member pays the
remainder (on a pre-tax basis).
Pack Members must sign up for, or waive, the insurance coverage within the first 30 days
of eligibility. If a Pack Member waives the coverage, he/she will not be eligible to enroll
in the program until Open Enrollment time, unless a qualifying event occurs. See
Employee Relations for details.
BACKGROUND:
One of the results of Great Wolf Resorts’ participation in the Undercover Boss show was
the creation of a scholarship program for all Pack Members.
OVERVIEW:
GWR Scholarships, Inc.’s Scholarship Program (the “Program”) awards one or more
scholarships annually of $1,000 or more.
Scholarship Committee
The Scholarship Committee will consist of three or more individuals representing varied
educational and professional experience.
No member of the Scholarship Committee will be an employee of GWR Scholarships,
Inc. or Great Wolf Resorts.
Award Criteria
Applicants must submit a completed application along with their personal essay and letter
of recommendation.
The Scholarship Committee will evaluate applicants as follows:
o The application will be awarded a point total of up to 25 points, with 25 points
representing the best possible score.
o The letter of recommendation will be awarded a point total of up to 25 points,
with 25 representing the best possible score.
o The essay will be awarded a point total of up to 50 points, with 50 representing
the best possible score.
Evaluation of all applicants will be based on the application, essay and letter of
recommendation.
Following the evaluation of all applicants, those applicants with the highest overall scores
out of 100 will be awarded scholarships under the Program.
MILITARY LEAVE:
A leave of absence without pay for military or reserve duty is granted to Full-time regular
and Part-time regular Pack Members in their voluntary or involuntary performance of all
forms of military duty (including active duty, active duty for training, initial active duty for
training, inactive duty training, full time National Guard, and examinations to determine
fitness to perform any such duty). Full-time Pack Members on military leave may
substitute their earned paid leave time for unpaid leave. If a Pack Member is called to
active military duty or the reserve or National Guard training, or if a Pack Member
volunteers for the same, the Pack Member should submit copies of military orders to his
or her supervisor as soon as possible, unless prohibited from doing so.
REEMPLOYMENT RIGHTS
Pack Members have the right to be reemployed by the Company if they leave their job to
perform service in a uniformed service and they:
o Ensure that the Company receives advance written or verbal notice of their
service;
o Have five years or less of cumulative service in a uniformed service while with the
Company;
o Return to work or apply for reemployment in a timely manner after conclusion of
service; and
o Have not been separated from service with a disqualifying discharge or under
other than honorable conditions.
If a Pack Member is eligible to be reemployed, he/she must be restored to the job and
benefits he/she would have attained if the Pack Member had not been absent due to
military service or, in some cases, a comparable job.
In addition, Great Wolf Resorts will not retaliate against anyone assisting in the
enforcement of USERRA rights, including testifying or making a statement in connection
with a proceeding under USERRA, even if that person has no service connection.
o A Pack Member who served for less than 31 days or who reported for a fitness
examination, must provide notice of reemployment at the beginning of the first
full regular scheduled work period that starts at least eight hours after the
employee has returned from the location of service.
o A Pack Member who served for 31 or more days, but less than 181 days, must
submit an application for reemployment no later than 14 days after completing
his/her period of service, or, if this deadline is impossible or unreasonable
through no fault of the Pack Member, then on the next calendar day when
submission becomes possible.
o A Pack Member who served for 181 or more days must submit an application for
reemployment no later than 90 days after the completion of the uniformed
service.
o A Pack Member who has been hospitalized or is recovering from an injury or
illness incurred or aggravated while serving must report to Employee Relations (if
the service was less than 31 days), or submit an application for reemployment (if
the service was greater than 30 days), at the end of the necessary recovery period
(but which may not exceed two years).
BACKGROUND:
Great Wolf Resorts recognizes the importance and value of time off for personal reasons,
including family and illness. In an effort to equitably execute a Vacation and Sick Leave
policy, the following guidelines have been developed.
OVERVIEW:
This Tradition covers the following Paid Time Off (PTO) circumstances:
o Holidays
o Vacation Days
o Sick Leave
The rules for calculation and payment of PTO are included in this Tradition.
HOLIDAYS:
All regular Full-time Pack Members (30 hours or more consistently per week) earn 5 paid
holidays per year after their initial 90 days of continuous service are successfully met.
A full-time Pack Member generally accrues vacation days according to the schedule below:
A Pack Member’s year of eligible service is calculated on the basis of a “benefit year.”
This is the 12-month period that begins on the date a Pack Member begins employment
with the Company, also referred to as the Pack Member’s “anniversary date.” A Pack
Member’s benefit year may be extended for any significant leave of absence if allowed or
required by law.
Vacation days must be requested in minimum increments of one-half day (that is, four
hours). Pack Members will be paid for requested vacation time up to a total of 40 paid
hours for the week. Any requested unused paid time will be returned to the Pack
Member’s usable balance in the P@WS system. A Pack Member who has an unexpected
need to be absent from work must personally notify his/her Director as required under
the Attendance Policy, if he/she is unable to report to work at the regularly scheduled time
for that day. A Pack Member must contact his/her Director on each additional day of
unscheduled absence. (Refer to the policy on Corrective Action for Attendance for more
information on unscheduled absences.)
If a Pack Member expects, or should reasonably anticipate, that he/she will take a
vacation, the Pack Member must comply with the Requests for Time Off policy.
Vacation days are paid at the Pack Member’s base pay rate at the time of absence. A Pack
Member’s base rate of pay does not include overtime or any special forms of
compensation such as incentives, commissions, or bonuses.
Method:
If the amount is less than $15 an hour the average rate will be paid, if the rate
exceeds $15 the paid rate will be capped at $15.
Example – A Pack Member’s total hours worked over the last 3 months is 480 hours.
The server rate of pay is $3.70 per hour for total earnings of $1,776. Their total tips
received over the last 3 months are $6,400. Combine the regular earnings, $1,776 and
tipped earnings, $6,400 for a total earnings of $8,176. Total earnings, $8,176 divided by
480 hours worked equals $17.03. The rate will be capped at $15.00.
SICK LEAVE:
Upon hire, all Pack Members will be funded 3 days of paid sick leave. Thereafter, Pack
Members will receive 3 days of paid sick leave annually, on their anniversary date.
Unused paid sick leave will not carry-over into the following benefit year. Pack Members
may only use up to 3 days or 24 hours of paid sick leave per benefit year.
Paid sick leave received under this policy may be used for preventive care for the Pack
Member or his/her family member, as well as for diagnosis, care, or treatment of the Pack
Member or his/her family member’s existing health condition. For purposes of this
policy, a “family member” includes the Pack Member’s spouse, registered domestic
partner, child (including biological, adopted, foster, stepchild, legal ward, or a child for
whom the employee stands in the place of a parent), parent (including biological, adoptive,
foster, stepparent, legal guardian, or a person who stood in the place of a parent when the
employee was a minor), sibling, grandchild, grandparent, or parent of a Pack Member’s
spouse or registered domestic partner. Paid sick leave may also be used in connection
with leave taken as a victim of domestic violence, sexual assault, or stalking.
Pack Members may use paid sick leave in increments of two or more hours. If the need
for paid sick leave is foreseeable, the Pack Member must provide reasonable advance
notice. If the need for paid sick leave is unforeseeable, the Pack Member must provide
notice of the need for the leave as soon as practicable.
COURT APPEARANCES:
A Pack Member who is subpoenaed to testify as a witness in any court proceeding will be
granted an unpaid leave of absence for the time actually spent in the proceeding. Pack
Members are required to give their supervisors notice the first business day after receiving
a subpoena, so that the Company can plan for the Pack Member’s absence. Under state
law, for certain proceedings, Pack Members may be entitled to paid leave for testifying in
response to a subpoena.
FUNERAL LEAVE:
If a member of a Pack Member’s family dies and that Pack Member has been a regular
full-time Pack Member with a minimum of 90 days of service, he/she is allowed a paid
leave of absence based on the following relationships:
o IMMEDIATE FAMILY
Up to three consecutive days off for death of a parent, spouse, child, stepchild,
adopted child, sibling, mother-in-law, father-in-law, son-in-law, daughter-in-law,
grandparent, or grandchild.
o OTHER RELATIVES
The day of the funeral off for death of a niece, nephew, aunt, uncle, cousin, sister-
in-law, brother-in-law, or grandparent-in-law.
Part-time Pack Members may receive the same amount of time off without pay.
The Company reserves the right to require proof.
VOTING LEAVE:
As a citizen, it is the Pack Member’s right and responsibility to participate in the elections
of their government officials. It is the Company’s policy to allow Pack Members up to
two hours of paid time off to vote in general, special, primary, national, state and
OTHER LEAVES:
The Company will provide any other leaves required under applicable federal or state law,
including but not limited to, leave for victims of serious crimes (including sexual assault,
domestic violence and stalking), time to serve as safety personnel (including volunteer
firefighters, reserve police officers and emergency rescue personnel), civil air patrol leave,
time off for literacy programs, and time off for an alcohol or drug rehabilitation program.
Pack Members who have questions about any of these leaves, or any other leaves
available under federal or state law should contact Employee Relations.
BACKGROUND:
The Family and Medical Leave Act (FMLA) was enacted in February 1993. The purpose
of the act is as follows:
o to balance the demands of the workplace with the needs of families, to promote
the stability and economic security of families, and to promote national interests
in preserving family integrity;
o to entitle Pack Members to take reasonable leave for medical reasons, for the
birth or adoption of a child, and for the care of a child, spouse, or parent who has
a serious health condition;
o to accomplish the purposes described in the bullets above in a manner that
accommodates the legitimate interests of employers;
o to accomplish the purposes described in bullets one and two above in a manner
that, consistent with the Equal Protection Clause of the Fourteenth Amendment,
minimizes the potential for employment discrimination on the basis of sex by
ensuring generally that leave is available for eligible medical reasons (including
maternity-related disability) and for compelling family reasons, on a gender-
neutral basis; and
o to promote the goal of equal employment opportunity for women and men,
pursuant to such clause.
The California Family Rights Act (CFRA) is the California equivalent of the FMLA,
which in some instances offers greater protections than the FMLA. Except where
prohibited by law, leave under the FMLA and CFRA will run concurrently.
The purpose of the Great Wolf Tradition with regard to Family and Medical Leave
(FML) is to provide guidance to Employee Relations to successfully and consistently
implement all aspects of the FMLA and CFRA.
LEAVE ENTITLEMENT:
In general an eligible Pack Member is entitled to a total of 12 workweeks of unpaid leave
during a rolling 12-month period (measured backwards from the date the Pack Member
uses leave) for one of more of the following:
o The birth of a son or daughter of the Pack Member in order to care for such son
or daughter.
o The placement of a son or daughter with the Pack Member for adoption or foster
care.
o In order to care for the spouse, a son, a daughter, or parent of the Pack Member,
if such spouse, son, daughter, or parent has a serious health condition. The
CFRA also permits leave to care for a registered domestic partner with a serious
health condition.
o In order to care for the Pack Member’s own serious health condition. Note that
the CFRA does not apply to the Pack Member’s own serious health condition
based on a pregnancy or a related medical condition, such leave is covered by the
Pregnancy Disability Leave Law.
o To address a qualifying exigency arising out of a Pack Member’s spouse’s, child’s
or parent’s covered active duty or call to covered active duty. Note: covered
active duty generally requires deployment to a foreign country. The FMLA does
not provide for a full 12 weeks of leave for all types of qualifying exigencies.
Qualifying exigency leave is only available under the FMLA, not the CFRA.
Pack Members are entitled to take up to 26 weeks of unpaid leave to care for the Pack
Member’s spouse, child, parent, or next of kin who is a covered service member that
incurs, or aggravates, a serious illness or injury while in the line of duty on active duty.
This leave is available only during a single 12 month period and is available on a per
covered service member, per illness or injury basis. In certain instances, this leave may be
combined with all other FMLA leaves, limiting the Pack Member’s FMLA leave
entitlement for all purposes to no more than a total of 26 weeks of leave during the single
12 month period. Note: the FMLA definition of a serious illness or injury is distinct from
the FMLA definition of a serious health condition. This leave is only available under the
FMLA, not the CFRA.
For purposes of implementation, a Pack Member who misses 3 consecutive shifts due to
illness may be considered to have a serious health condition and should be provided with
the necessary paperwork as described below under FMLA/CFRA Documentation.
Leave for a Pack Member’s son or daughter’s birth or placement through adoption or
foster care must generally be completed within the 12 months following the birth or
placement.
Spouses employed by Great Wolf Resorts who are both eligible for FMLA/CFRA leave
will be limited to a combined total of 12 weeks of leave during any 12-month period if
the leave is taken for the birth of the Pack Member’s son or daughter or to care for the
child after birth, for placement of a son or daughter with the Pack Member for adoption
or foster care or to care for the child after placement.
PACK MEMBER HANDBOOK
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REV. 07-16
Under the FMLA spouses employed by Great Wolf Resorts will be limited to a combined
total of 12 weeks to care for the Pack Member’s parent with a serious health condition;
this limitation does not apply to CFRA leave.
Spouses employed by Great Wolf Resorts may only take up to a combined 26 weeks in a
single 12-month period to care for a covered service member.
Intermittent Leave
o Intermittent leave or reduced schedule leave will be permitted when it is medically
necessary and in the case of qualified exigencies. If a Pack Member wants to take
family leave for the birth or placement of a child for adoption or foster care on an
intermittent basis (as opposed to taking leave on a continuous basis), the Pack
Member should discuss this with the Employee Relations Director. While such
requests may not be granted in all instances, at a minimum, Pack Members will be
permitted to take such leave in increments of two or more consecutive weeks, and
on at least two occasions will be permitted to take such leave for less than two
weeks.
o Intermittent leave and reduced schedule leave for planned medical treatment
should be scheduled with minimal disruption to the Company’s operations. As
practicable, medical appointments and treatment related to a serious health
condition or a covered service member’s serious illness or injury must be
scheduled outside of working hours or at such times as allow for a minimal
amount of time away from work.
o If leave is taken on an intermittent or reduced schedule basis, the Pack Member
may, in some cases, be temporarily transferred to another job with no reduction
in pay and benefits if the new position would better accommodate recurring
periods of leave than the Pack Member’s regular position.
Extensions of Leave:
ADDITIONAL DEFINITIONS:
Parent - the term “parent” means the biological parent of a Pack Member or an, adoptive,
step or foster father or mother, or any other individual who stood in loco parentis to a
Pack Member when the Pack Member was a son or daughter as defined below. This
term does not include parents “in law.”
Reduced leave schedule - the term “reduced leave schedule” means a leave schedule that
reduces the usual number of hours per workweek, or hours per workday, of a Pack
Member.
Qualifying Exigencies – the term “qualifying exigency” may include attending certain
military events, arranging for alternative child care, addressing certain financial and legal
arrangements, attending certain counseling sessions, attending post-deployment
reintegration briefings, and arranging for parental care.
Serious Health Condition - the term “serious health condition” means an illness, injury,
impairment, or physical or mental condition that involves inpatient care in a hospital,
hospice, or residential medical care facility; or continuing treatment by a health care
provider. Subject to certain conditions, the continuing treatment requirement may be
met by a period of incapacity of more than 3 full, consecutive calendar days combined
with a least 2 visits to a health care provider or 1 visit and a regimen of continuing
treatment, or incapacity due to pregnancy, or incapacity due to a chronic condition.
Other conditions may meet the definition of continuing treatment.
Son or Daughter - the term “son or daughter” means a biological, adopted, or foster
child, a stepchild, a legal ward, or a child of a person standing in loco parentis, who is (A)
under 18 years of age; or (B) 18 years of age or older and incapable of self-care because of
a mental or physical disability. 1
Spouse - the term “spouse” means a husband or wife, as the case may be. For purposes
of this definition, husband or wife refers to the other person with whom an individual
entered into marriage as defined or recognized under state law for purposes of marriage
in the state in which the marriage was entered into or, in the case of a marriage entered
into outside of any state, if the marriage is valid in the place where entered into and could
have been entered into in at least one state. This includes an individual in a same-sex or
common law marriage that either (1) was entered into in a state that recognizes such
marriages; or (2) if entered outside of any state, is valid in the place where entered into
and could have been entered into in at least one state.
Next of Kin – the term “next of kin” means the nearest blood relative other than the
covered service member’s spouse, parent, or child, in the following order of priority:
blood relatives who have been granted legal custody of the covered service member
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REV. 07-16
by court decree or statutory provisions, brothers and sisters, grandparents, aunts and
uncles, and first cousins, unless the covered service member has specifically designated in
writing another blood relative as his or her nearest blood relative for purposes of military
caregiver leave under the FMLA.
Covered Service Member – the term “covered service member” means a service member
(regular Armed Forces, National Guard, or Reserves) who incurs, or aggravates, an illness
or injury in the line of duty on active duty that renders the service member medically unfit
to perform the duties of his or her office, grad, rank, or rating. A covered service
member must also be: (1) undergoing medical treatment, recuperation, or therapy;
(2) otherwise in outpatient status; or (3) otherwise on the temporary disability list for such
illness or injury. Alternatively, a “covered service member” includes a veteran service
member who was discharged or released under conditions other than dishonorable at any
time during the 5-year period preceding the first date on which the eligible Pack Member
takes FMLA leave to care for the covered veteran and who is undergoing medical
treatment, recuperation, or therapy for a serious illness or injury.
1
In addition, Son or Daughter of a Covered Service member means a covered Service Member’s biological,
adopted, or foster child, stepchild, legal ward, or a child for whom the covered Service Member stood in
loco parentis, and who is of any age. Son or Daughter on Covered Active Duty or Called to Covered Active
Duty Status means the employee’s biological, adopted, or foster child, stepchild, legal ward, or a child for
whom the employee stood in loco parentis, who is on covered active duty or called to covered active duty
status, and who is of any age.
FMLA/CFRA DISCLAIMERS:
The Company will comply with any provisions of state or local law that provide greater
family or medical leave rights than the rights established by the federal FMLA.
The Wage and Hour Division of the US Department of Labor (“DOL”) is the federal
agency that regulates the federal FMLA. The Department of Fair Employment and
Housing (“DFEH”) is the state agency that regulates the CFRA. Both federal and state
law make it unlawful for the Company to interfere with, restrain, or deny the exercise of
any right provided under the FMLA and/or CFRA; or to discharge or discriminate
against any person for opposing any practice made unlawful by the FMLA and/or CFRA
or for the involvement in any proceeding under or relating to the FMLA and/or CFRA.
Nothing in the FMLA or CFRA affects any federal or state law prohibiting
discrimination, or supersedes any state or local law or collective bargaining agreement
which provides greater family and medical leave rights. Pack Members have the right to
file a complaint with the DOL or DFEH or to bring a private lawsuit if they feel the
Company has violated their rights under the FMLA and/or CFRA. For more
information, Pack Members may contact the DOL at 866-487-9243 or
www.wagehour.dol.gov or the DFEH at (800) 884-1684 or contact.center@dfeh.ca.gov.
That being said, it is the preference of Great Wolf Resorts that its Pack Members first
bring any concerns to the attention of the Employee Relations Department.
This Policy provides an introduction to the rights and provisions of the FMLA and
CFRA. Questions Pack Members may have about these laws should be directed to their
Employee Relations Director.
BACKGROUND:
The California Pregnancy Disability Leave Law provides pregnancy disability leave
(“PDL”) to employees who are disabled by pregnancy, childbirth and related medical
conditions.
LEAVE EXTENSIONS:
Requests to extend PDL must be supported by written proof of continued disability from
the Pack Member’s health care provider. Such requests must be submitted to the
Employee Relations Director in writing and approved prior to the expiration of the
approved leave.
RETURNING TO WORK:
Upon return to work after PDL, the Pack Member must provide the Employee Relations
Director with a written certificate of fitness from her health care provider confirming that
she is able to resume her regular duties, with or without reasonable accommodation, or
describing any limitations the employee may have in performing the essential functions of
her job.
Under most circumstances (subject only to exceptions permitted under applicable law), if
the Pack Member is released by her health care provider to return to her original job after
an approved PDL, or after being transferred to a less strenuous or hazardous position
because of a pregnancy-related disability, she will be reinstated to her original position.
Where permitted by law, if the Pack Member’s original position is no longer available, she
may be reinstated to an equivalent position with equivalent pay, benefits and other
employment terms and conditions. However, a Pack Member returning from PDL has
no greater right to reinstatement than if she had not taken PDL.
If a Pack Member does not return to work at the end of her PDL, does not obtain an
approved extension of her leave, and is not on a separate approved leave, she will be
treated as having voluntarily resigned.
Pack Members on PDL may not accept other employment, or provide services to any
other company, while on PDL.
NO DISCRIMINATION OR RETALIATION:
Pack Members will not be subjected to any form of discrimination or retaliation for
requesting or taking PDL. Pack Members will also not be discriminated or retaliated
against based upon an actual or perceived pregnancy.
BACKGROUND:
In order to maintain a superior Guest experience, Great Wolf Resorts holds Pack
Members to an expected standard of behavior. Failure to comply with Great Wolf
Resorts’ standards may result in corrective action as outlined below.
EXPECTATIONS:
Great Wolf Resorts expects Pack Members to follow the guidelines in these policies
carefully. Failure to comply with these policies may result in corrective action, up to and
including termination. While Great Wolf Resorts may use a progressive corrective action
system, it reserves the right to skip any steps in its discretion, without notice.
No handbook can list every type of action that might result in disciplinary action. The
guidelines herein are not all-inclusive. In addition to those expectations set forth within
this Handbook, Great Wolf Resorts expects Pack Members to act appropriately,
responsibly and in accordance with the Company’s mission and values at all times while
working. Failure to do so may result in corrective action, up to and including
termination.
Potential Steps
Potential corrective actions include:
o Verbal Warning
o Written Warning
o Final Written Warning
o Suspension
o Termination
This list is not all-inclusive and Great Wolf Resorts reserves the right to assess whatever
level of corrective action it deems necessary given the circumstances, and to skip steps at
any time in its discretion.
SUSPENSION POLICY:
In the case of an incident which requires investigation, the Pack Member will be
suspended without pay until the investigation is concluded.
If the result of the investigation determines that the Pack Member did not violate policy:
o The Pack Member will be reinstated in good standing.
o All Pack Member balances for attendance, vacation, floating holidays and sick
leave will be retained.
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REV. 07-16
o The Pack Member will receive back pay for all scheduled regular time during
his/her suspension.
If the result of the investigation determines that the Pack Member did violate policy,
depending on the seriousness of the violation:
o The Pack Member may be terminated for cause.
o If terminated, the Pack Member will not be eligible for rehire.
o If applicable, legal action will be taken to recover Company resources.
BACKGROUND:
While employed by Great Wolf Resorts, Pack Members may contribute to the
improvement of the Company through physical or non-physical means. The ownership
of these contributions are outlined below.
OWNERSHIP OF INVENTIONS:
All Inventions, including for example discoveries, improvements, modifications, ideas
and other like contributions, made, developed or conceived by Pack Members alone or
with others during employment, that relate to any aspect of the Company’s business,
whether or not patentable or reduced to practice, are the property of the Company. All
right, title and interest in any Invention will be and are assigned to Great Wolf Resorts,
without any additional compensation due to the Pack Member. Pack Members shall
promptly and fully disclose any such Inventions to the Company, which has the exclusive
power and control over all Inventions. Provided, however, that no assignment under this
policy shall extend to Inventions, the assignment of which is prohibited by California
Labor Code Section 2870, which provides that:
If necessary and requested by the Company, a Pack Member shall: (i) review and execute
any documents relating to Inventions including patent applications and assignments to
Great Wolf Resorts; (ii) cooperate fully in the protection and prosecution of any
Inventions; and (iii) cooperate in the defense or enforcement of any Inventions including
any legal actions or proceedings. Each Pack Member gives Great Wolf Resorts, and
I acknowledge receipt of the Great Lakes Services, LLC, a Delaware limited liability
company, and a subsidiary of Great Wolf Resorts, Inc.’s (the “Company”) Pack Member
Handbook (“Handbook”). I can access the Handbook at any time on the Company intranet-
Wolfnet. I can also access the Handbook using the Pack at Work System (P@WS). I can also
request a printed copy of the Handbook from Employee Relations at any time.
I acknowledge it is my responsibility to read and understand the Handbook. It is also my
responsibility to ask my supervisor or Director, or Employee Relations, for clarification of any
questions that I may have.
I understand that the policies, rules, procedures and benefits described in the Handbook
and all other policies and procedures are subject to change at the Company’s sole discretion,
except for the employment at-will policy, and that should the content be changed in any way, the
Company may require an additional signature from me to indicate that I am aware of and
understand any new policies.
I understand that my employment is terminable at-will, which means that either the
Company or I can terminate the relationship with or without cause, at any time. By signing this
document I acknowledge and agree that I am an employee at-will, and that my employment may
be terminated at any time without notice, without cause, and without any fault on my part. There
is no agreement or understanding that the Company, will employ me for any specific period of
time.
I understand that no contract of employment other than at-will has been expressed or
implied, and that no circumstances arising out of my employment will alter my at-will
employment relationship unless set forth in writing, signed by the Company’s Chief Executive
Officer and me.
Furthermore, I acknowledge that none of the policies and procedures set forth in the
Handbook are a contract of employment or change the at-will status of my employment.