HDRBS Student Employee Handbook – Standards, Guidelines & Procedures

Department Rules, Regulations & Standards

You are required to follow both the university and departmental rules and regulations and maintain good standards of performance. You are directly responsible to your immediate supervisor whose title may be manager, associate manager, assistant manager, food production leader, senior cook, food service supervisor, custodial supervisor, or student manager.

All HDRBS Student Employees are held to the same standard:

  • Be prompt and dependable in reporting to work.
  • If a situation arises and you are unable to report for work, you must find a substitute worker.
  • While on duty you are expected to be friendly, helpful, and courteous at all times.
  • During work time you are expected to work. Studying is not permitted while on duty.
  • A two-week notice, excluding finals week, is requested if you are unable to complete your semester work assignment.
  • Follow the Sanitary Food Service Guidelines (described below) if you are in food service.
  • Remember, your work assignment may be changed at management’s discretion to enable us to better serve our customers.
  • Superior Customer Service is a standard expectation of our work place:
    • Smile
    • Make Eye Contact
    • Be Thankful, Friendly, Helpful, Courteous
    • Use appropriate language, body language and behavior at all times
    • Work with a sense of urgency
    • Give a warm greeting to others
    • Show Respect

At HDRBS, we are in the business of customer service.  It may come with a tangible product but the primary service that we provide is great customer service.  Outstanding service always starts with your attitude and follows these three guidelines.

  1. Know Your Product – Know what products/service your area offers front to back. It is okay to say “I don’t know”, but it should always be followed up by, “But let me find out.” Whatever the situation may be, make sure that you never leave your customer with an unanswered question.
  2. Active Body Language – If you display apathetic body language while on the clock you will communicate to customers that you do not care about their needs. Instead you should strive to present active, engaged body language. Only two things are required for active body language; eye contact and a genuine smile. The tone of service is set by the first impression a customer has of you, so pay attention to your body language to ensure you are creating a positive atmosphere for all.
  3. Anticipating Guest Needs – Nothing will leave an impact on your customer more than going above and beyond for them. Always look for ways to serve your customer more than they expect. If you are eager to help customers it will reflect well not only on HDRBS, but on you as an individual.

Safety

We wish to maintain a good safety record, and your help is needed. You should watch for unsafe conditions or hazardous areas such as greasy or wet floors, or frayed electrical cords on carts. Please report any unsafe conditions or equipment to your supervisor.

Be careful, especially while using equipment. If you get any cuts, burns, or bruises, report the accident immediately to your supervisor.

Emergency situations should be handled by notifying the nearest manager or supervisor. They will then call University Police (9-2222).

Tips for Safety:

  1.  Keep floors clean and dry. Our rule is: If you drop it, pick it up; if you spill it, wipe it up!
  2.  Walk – don’t run or slide across the floor. Watch where you are going!

Signs posted in each location display the Fire Exits and Tornado Safety area closest to you. Please ask your manager where the “central meeting point” is once you have left the building in case of a fire.

A Cut Glove must be worn any time there is a risk of injury on hand opposite the hand holding a knife. A glove must be worn whenever employee is using the knife including cutting bread/bakery items, paring vegetables, cutting/slicing meats, etc. A disposable glove is to be worn over the cut glove for sanitary purposes. Clean gloves of varying sizes should be located in your work station and soiled gloves should be returned to the laundry for cleaning. If cut gloves are missing from your area notify a manager immediately. An employee who fails to wear a cut glove is subject to discipline.

*NOTE: If you have accepted a position within Rec. Sports you may be required to complete additional safety trainings related to your specific field. If this is the case, please contact your manager with any questions you may have.

Health and Sanitation Requirements | Dining Services

  • Employees must be free from communicable diseases and may not be a carrier of a communicable disease.
  • The employee must inform the manager if he/she has any signs of oncoming illness such as sore throat, head cold, flu, nausea, diarrhea, fever, or jaundice.
  • In food service areas, employees with open sores or infections should not handle food or dishes. Ask your manager to assign you to another job that will prevent contamination.
  • A doctor must be consulted before the employee is permitted to work if the employee has something that may be contagious. The manager will request an employee to obtain a doctor’s slip stating that he/she is able to work without contaminating the food or dishes.
  • Employees must be health-conscious, so as not to infect other staff members or customers.
  • Sanitation is the creation and maintenance of conditions favorable to good health. It includes the effective control of pathogens in food and in everything that comes in contact with foods. This means both the equipment and you!
  • Every Employee is Responsible for Safe Food Service at Miami.

All new student employees will be given a sanitation test (either a hard copy or on-line).  You MUST complete the sanitation course and exam within 21 days of becoming employed in order to maintain employment in a food service operation within HDRBS. Failure to complete the sanitation training will result in loss of scheduled hours and inability to return to work your currently scheduled position until the training is completed. Please see your Manager about scheduling a time to take the sanitation course and exam.

Dress Policy

  • Clothes must be clean and neat. Shirts must extend to cover the waistline. Tank tops, sleeveless shirts, halter tops, and short skirts are NOT permitted. Hemmed long shorts, skirts, and dresses must extend to within three inches of the knee. All pants must be hemmed. Cutoffs are not allowed.
  • Student employees are required to wear the appropriate provided aprons for certain positions.
  • Shoes must be worn. Flip-flops, high heels, clogs, open toed shoes, or open heeled shoes may NOT be worn while working.
  • No dangling earrings, bracelets, necklaces or watches are permitted. Earrings are to be post only, not exceeding 1.4 inches.
  • In dining service/production areas, a Miami student employee hat is provided to each student worker when they are hired. (No other hats are permitted.) It is each student worker’s responsibility to care for it and wear it while working. This initial hat is provided at no charge; however, replacements for lost or damaged hats will cost $10.00 each.
  • Hair must be kept neat, clean, and contained. In student dining services, Miami student hats are required to be worn by employees while on duty.
  •  In dining service/production areas, hair must be held back away from your face and forehead with rubber bands, barrettes, clips, or other means. We will supply you with a Miami student employee hat and/or beard net, but you will be responsible for any other hair articles you may need.
    *When in doubt as to whether or not hair is adequately contained, check with your manager or supervisor.
  • In dining service/production areas, a short mustaches and sideburns to the bottom of the earlobe are permitted. Students who are not clean-shaven must wear a beard net to keep facial hair contained.
  • Student uniform shirts are provided by the unit and should be worn for all shifts. Shirts should be returned to the laundry after the use for cleaning. Do NOT take university uniform tops home.
  • Hand washing and proper glove use are a must when handling food. Gloves should be changed and hands washed frequently when they become soiled, damaged, or between tasks (e.g. handling raw meat and then working with cooked product).

Clocking In and Out | Using Your ID Card

  • You must badge IN and OUT for yourself only (using your campus ID card) using a Kronos badge reader or designated Cisco phone
  • Do not badge in until you are scheduled to begin work.
  • Have your proper uniform on (example hat and apron) before you badge in.
  • If you forget to badge in or out, you must alert your supervisor as soon as possible. This allows the manager to create a manual time entry in Kronos to assure you are paid properly for time worked.
  • Excessive Manual Time Entry, for example due to forgetting your ID card, may lead to disciplinary action.

Work Assignments and Schedules

When you are called to fill a position and you accept, a work assignment form is completed showing work hours and reporting times. Please sign this form to indicate your acceptance of the position described. Although your work assignment form will show a specific job for each of your shifts, circumstances may sometimes make it necessary to change your shift assignment. Changes in daily job assignments may be made at the discretion of a dining hall manager, associate manager, assistant manager, supervisor, or student manager.

Every effort is made to assign student employees to work at a location of their choice, or close to where they dine or live. However, if necessary, changes in work locations may be made at the department’s discretion.

Work assignments extend through final examination week (for fall and spring semesters) and extend through the start of the fall semester (for summer positions). Check the student employee bulletin board/Canvas site located in your work unit for information on how to sign up for hours around your final exam schedule at the end of each semester. Failure to work all of your scheduled shifts during finals will cause you to be ineligible for certain incentive programs.

*NOTE: If you have accepted a position within a non-Dining Services area of HDRBS (Rec. Sports, Bookstore, etc.) you may not receive a Work Assignment form. If this is the case, please contact your manager with any questions you may have.

Attendance

*NOTE: Student Employees of HDRBS Bookstores are expected to follow a unique attendance policy. This policy can be viewed at the end of this section under the heading “Bookstore Employees Only.”

We depend on student employees to help us keep service at its highest level. If you are unable to report for work, you must find a substitute. Each workplace has each of the following:

  • A substitutions list
  • A WhenToWork trade board and/or bulletin board
  • A Canvas page

If you are unable to report to work as scheduled, you must call-in one hour prior to your shift and speak to a manager or student supervisor. If you intend to call off from work, the following standards must be followed:

  • An absolute minimum of one hour notice prior to your scheduled shift is required (call or in person)
  • Student employee must speak directly to the manager or student manager/lead
  • If a student employee has a documented substitute for a shift and the sub does not show, the absence will count against the sub
  • If a student employee requests a substitute but not one accepts the shift, the originally scheduled employee is still held responsible for the shift. If this happens, please talk to your manager- he/she may be able to help by giving you names of new students or additional students to try to call.

Since your dependability is so critical to our operations, we have set standards, which if not maintained, will result in a student employee receiving disciplinary action:

  • Two (2) unexcused absences in a semester (including finals week), you will receive an oral warning.
  • Three (3) unexcused absences in a semester (including finals week), will result in a written warning.
  • Four (4) unexcused absences in a semester (including finals week), you will forfeit any incentive program your Director may offer that semester.
  •  Five (5) unexcused absences will result in termination.
  • One tardy (being five (5) minutes or more late to the start of a shift, return from a break, or leaving a shift early without approval) is the equivalent of one-half and absence.

Excused Absence Guidelines

Your absence from work may be excused pending submission of documentation for one of the following reasons:

  • Academic absence
    • Mandatory speaker
    • Field experience
    • Exam
      *Does not include group meetings

You must provide documentation at least 48 hours prior to the absence in one/more of the following forms:

  • Written documentation on Miami letterhead
  • E-mail that must be from the Miami e-mail account from your professor/instructor to the General management of your unit
  • Provide a course syllabus with the exam dates and times

Medical Absence

Miami Students:

  • Documentation from the Health Center (must be requested at the time of your visit) or Doctor with the date of your visit must be brought to the Unit Manager within three (3) days of the missed shift

High School Students (one of the following options):

  • Documentation from your school AND a phone call from a parent that day at least one (1) hours before your shift OR Parental note brought in at the next shift

Death in Family

Documentation in the form of an obituary or card from the funeral home that includes the date of the service must be brought to the Unit Manager within five (5) days of the funeral service

Bookstore Employees Only:

Calling Off:

  • Any absence should be reported to all Student Managers and your direct supervisor by email along with a phone call to the store.
  • You are responsible for finding a replacement for any shift that you must miss; you should attempt to trade shifts in WhenToWork. The Bookstore listserv can also be used to notify coworkers that you are trying to trade a shift.
  • Not showing up for a shift without notifying all of the Student Managers and your manager will result in immediate termination.
  • You should be clocked in and ready to work at the time you are scheduled on WhenToWork. Clocking in a minute after your scheduled time will result in you being considered tardy.
  • If a student employee has a documented substitute for a shift and the sub does not show, it will count against the sub.
  • If a student Employee requests a substitute but no one accepts the shift, the originally schedules employee is still held responsible.

Attendance Standard:

  • Two (2) excused absences in a semester (including final week) are allowed.
  • Three (3) excused absences will result in the student being placed on a Performance Improvement Plan (see below).
  • One (1) unexcused absence will result in a written warning.
  • Two (2) unexcused absences will result in termination.
  • Being tardy (being one (1) minute or more late to the start of a shift, return from a break, or leaving a shift early without approval) more than three (3) times a semester will result in the student being placed on a Performance Improvement Plan.

Excused Absence Guidelines:

  • Academic Absence (mandatory speaker, field experience, exam).
    *Does not include Group meetings.
  • Student must provide documentation.
  • Acceptable forms of documentation include:
    • Written documentation on Miami letterhead
    • An e-mail from the student’s Miami e-mail account
    • A course syllabus with the exam dates and times

Time Off

  • Requests should be placed to all of the Student Managers no later than 4 weeks in advance.
  • It is the responsibility of the student to place the shift on the tradeboard and search for a replacement
  • If no trade is made by the week prior to the shift(s) the student will be missing, the student must contact management to work out a request.
  • If all requirements are met for a time off request (advance notice, trade attempt, contacting student managers) and the student is still unable to find a replacement, the student will qualify for an excused absence.

Hours Per Week

Student employees are not permitted to work more than 22 hours per week during the academic year and no more than 40 hours per week during the summer and semester breaks. International students are not permitted to work more than 20 hours per week during the academic year and no more than 40 hours per week during the summer and semester breaks. These hour restrictions must be followed regardless of the number of jobs held by the student.

Break Requirements for Shifts Worked

Student employees are to have the following break and lunch structure:

Hours worked Break required clock in/out
  More than 4 hours   15–minute break   No
  8 hours   Two 15–minute breaks   No
  More than 8 hours   Two 15–minute breaks
and a 60–minute lunch
  No for the break
Yes for the lunch
  More than 5 hours
(minors only)
  30–minute break   Yes

For complete rules/regulations, view the Student Employment Policy & Procedure Manual (PDF 870KB).

Holiday Pay

Student employees working on University recognized holidays will be paid at the rate of one and a half times their regular rate of pay for hours worked on that holiday. View the Benefits section of the Student Employment Policy and Procedure Manual (PDF 870KB).

Discipline

We hope your work performance will always be more than satisfactory. You are expected to be professional and productive during work hours. Any acts of inappropriate behavior are subject to disciplinary action including termination of employment.

Termination

If you are terminated from any work location within HDRBS, you automatically lose any of the incentive program offerings (that may be in place with all of your Directors) for all hours worked within that semester at all HDRBS locations. You may, if desired, apply for employment within a different work area/location with HDRBS. There is no waiting period for reapplication; please note, if you are rehired, it will be as an “incentive program ineligible” employee.

However, if you were terminated from HDRBS with cause (due to the severity or grievous nature of the offense) and deemed ineligible for rehire, work locations within the Department of Housing, Dining, & Recreation & Business Services will not accept a reapplication for employment for the duration of your term as a student at Miami University.

Evaluations & References

You will be rated on customer service, dependability, cleanliness, attitude, and work performance each semester. This evaluation record will be retained for reference purposes or rehiring in the future. You will receive a copy of your performance evaluation each semester.

We will be glad to provide you with references for your future employment, just be sure to complete the FERPA form and file it with your manager (see section entitled “The Family Education Rights and Privacy Act” for link to Miami FERPA form)

Possible Incentive Program & Eligibility Requirements

Some Directors within HDRBS offer incentive programs for working in their area of the Department. Each Director that participates has their own set of rules, criteria, and procedures for earning the incentive(s).

Any bonus payment is considered part of student payroll wages, and is taxed in accordance with all applicable laws and regulations, including those of the retirement system.

For more details on a possible Incentive Program within your area please speak with your supervisor.

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