Online Induction
Casual Catering Staff
Welcome from the CEO
Melbourne Stadiums Limited (MSL) prides itself on hiring ‘brilliant people’ to deliver MSL’s business goal ‘to
operate a dynamic, world-class entertainment complex that sets the scene for a brilliant experience for all
people.
Our MSL 2016 strategic priorities:
 Growth in Membership products
 Events and function content
 AFL and AFL partner club relationships
 Client and patron experience
 Revenue creation
 Identify and maintain organisational efficiencies
Having the right people in the right jobs is one thing; however recruiting folks who fit with our team culture is
what matters most to us here at MSL.
We are working hard to create a truly inspiring place to work, so if you are up for being part of our team,
delivering ‘brilliant experiences’ to our customers, members and stakeholders, then we welcome you aboard!
Michael Green
Acting Chief Executive Officer
About Us
The Stadium
Melbourne Stadiums Limited (MSL) manages Melbourne’s premier sport and entertainment venue, Etihad Stadium.
The Stadium opened in March 2000, with Etihad Airways taking over the naming rights in March 2009 from Telstra
Dome and renaming the stadium, Etihad Stadium.
Etihad Stadium employs over 1,200 casual staff to help deliver our brilliant events across:
 Australian Rules Football
 Concerts
 Soccer
 20/20 Cricket
 Rugby Union
 and other special functions and events
About Us
We have a number of other organisations and Venue partners who contribute to our success and form part of the overall
team:
 Ticketmaster - all Event Ticketing
 Delaware North – food and beverage requirements for corporate suite, Diamond Club and retail food outlets
 HG Turf – Turf suppliers (non exclusive)
 Love Police ATM - Australian Tour Merchandising
 Honeywell – building control systems such as lighting, plumbing and air conditioning services within the building
 RPG – provision of event day security staff
 Audio Visual Dynamics – provision of all AV for functions
 Cleaning - Quayclean
We also have a number of clubs that are tenants of Etihad Stadium:
 Essendon Football Club
 Carlton Football Club
 St Kilda Football Club
 North Melbourne Football Club
 Western Bulldogs Football Club
 Melbourne Victory
 Melbourne Renegades
About Us
Our Company
Since opening in March 2000, Etihad Stadium has become an iconic Melbourne landmark.
Our ability to stage major sport and entertainment events to huge crowds has given the venue an enviable
reputation nationally and overseas.
The venue is proud that it has become the flagship project for the vibrant Docklands precinct and now in our
17th year of operation, we have attracted more than 32 million patrons to our many and varied arena events.
MSL employs approximately 80 full time staff across a range of departments:
 Sales, Marketing and Communications
 Member Services & Catering
 Finance and Administration – also includes:
 IT
 Legal
 People & Culture
 Venue Sales - also includes
 Ticketing
 Operations - also includes:
 Arena Management
 Assets & Facilities
 Event Operations
 Venue Set Up
 Car Parking
 Event Staffing
 Tours
 Reception
About Us
Our Culture
At MSL we want you to be engaged in your work. We are striving to create a truly inspiring place to work. It
may sound cliché, but we really do believe that our employees are our most valuable asset!
At MSL, we believe a strong company culture:






is a talent attractor
is a talent retainer
engages people
creates energy and synergy
makes everyone successful and
makes for a fun place to be!
It’s who we are and who we aspire to be.
About Us
Company Values
Our Values are what we believe in and how we work together.
We live and breathe our values in everything we do, to create brilliant
experiences for ourselves and our teams, our customers, members and
stakeholders.
Our Integrity
We are accountable for our words and actions
Our People
We bring teamwork, passion and respect to every part of our job.
Our Customers and Stakeholders
We deliver innovation and service excellence to all our customers, members
and investors.
Testimonials – Catering Services
“I like working at Etihad Stadium because
it really is a team environment.
Working on match days are great as everyone is
excited about the sport and it makes for a great
atmosphere. Functions are always fun as they are
new and different and cover a variety of
organisations so it makes every shift unique. The
team behind you makes every shift fun to work. What
will make you a success at this role is if you have a
positive attitude, a willingness to always help out or
learn, and if you are reliable, honest, trustworthy and
hard-working. Working here is an incredible
opportunity and I enjoy coming to work every day.”
“Working for Etihad Stadium gives you
the opportunity to work across 3 different restaurants,
2 bars and several retail outlets, as well as out in the
stadium. This makes it pretty difficult to ever get bored.
As a Team Leader I get the chance to develop and
empower my team. Being relaxed, confident and a fun
person (I hope other people think so too) help me be
successful in my role. Not stressing out on busy nights is
definitely a bonus too that staff and Medallion club
members all appreciate. For me, the team I work around
and the customers make work at Etihad exciting. I love
hospitality because it let's me work around a range of
different customers and teaches you to cater for them all.
The Medallion Club has a great atmosphere and its
members are all great customers. As well as that the team
at Etihad are far from boring and make work a fun place
to go to.”
Zoe Harris Westrup
Medallion Club Waiter
Edmund Horn
Catering Team Leader
Key Contacts: Event Mode
1. Chief Wardens
3. Team Leaders
(TL)
Michael Green
Acting CEO
Michael Kenny
Assist. Operations Manager
Glen Rainsbury
Director of Venue Sales
2. Event Managers
4.Casual Staff
Casey Price
Event Operations Manager
Elizabeth Oblak
Stadium Event Manager
Manny Zappulla
Stadium Event Manager
Key Contacts
Catering Services
Mark Wright
Director Catering
Services
Tom Brockbank
Head Chef
Michael Gelb
Catering Operations
Manager
Craig Lenartas
Junior Sous Chef
Tia Cardamone
Restaurant &
Retail Manager
Jacob Pini
Stores & Retail
Food & Beverage Manager
Role of the Team Leader
Team Leaders will:
 Provide your briefing on arrival and prior to events
 Allocate you to a specific position
 Arrange for your breaks
 Ensure you are presented in uniform correctly
 Troubleshoot situations that you are unable to resolve
 Check & authorise your timesheet when you sign-off
 Complete Skills Analysis Reports on your progress & performance and return to the Manager

Instruct you in your warden’s duties during an emergency
You are required to follow your Team Leader’s instructions!
Emergency Management
Types of Emergencies
Power Failure
Fire
Gas Leak
Violent Storm
Bomb Threat
Sewerage Leak
Medical Emergency
Crowd Disturbance
Building Structural Damage
Explosion
Flood
Menace with a Weapon
Emergency Management
Type of Emergency
Code
Fire or Smoke
Red
Medical Emergency
Blue
Bomb Threat or Suspect Package
Purple
Internal Emergency – Failure or threat to
essential services
Yellow
Personal Threat – Armed or dangerous threatening
person
Black
External Emergency
Brown
Evacuation
Orange
Emergency Management
Reporting an Emergency
 Contact the Event Control Room immediately on channel 1. If you are unable to action, then your
Team Leader will assist
 The Event Control Room is contactable by 2-way radio or phone 8625 7999
 Be careful of anything said on 2-way radio, others may hear, it could cause panic
Essential Information
 Exact nature of emergency
 Location (include level, area, aisle number or room name)
 Your name
 Your contact number
 Nature of assistance
The Event Control Room will contact the relevant Emergency Service
Emergency Management
Discovering an Emergency
 Attempt to suppress the emergency – if safe to do so
 Remove any person from danger – if safe to do so
 Isolate the area – if safe to do so
 Follow instructions from the Area Warden or Warden
Evacuation
 Stop and listen to the public address announcement on the PA (similar messages will appear on
the scoreboards). The announcement that will be heard is as follows:
“THIS IS AN EMERGENCY, PLEASE EVACUATE , THIS IS AN EMERGENCY, PLEASE
EVACUATE ”
 If advised to evacuate follow the Area Warden’s instructions
 Leave the building via the safest exit. Proceed to the assembly area
 Do not return to the building until advised that it is “safe to do so”
Refer to your Warden’s Handbook for the map and assembly areas
Emergency Management
2-way Radios in an Emergency
 Use and remain on Channel 1 for all emergencies
 Keep radio usage to a minimum at all times
 Speak slowly and clearly
 Once emergency traffic commences cease all other radio use
 Listen for instructions that may concern your area
 Do not use inappropriate language
 Test radio from time to time to ensure serviceability (conduct a radio check)
Call Signs
 Use area to call and answer e.g.
“Aisle 6, level 2 to Event Control, over”
“Event Control to Aisle 6, Go ahead”
Emergency Management
Emergency Control Organisation Structure
Chief Warden
Emergency Services
Liaison Officer
Communications
Officer
(ESLO)
Deputy
Chief Warden
Area Wardens
Wardens
Emergency Management
During an Emergency, you should:
 Remain calm
 Not run
 Never use lifts
 Evacuate any patrons in immediate danger (if safe to do so) otherwise wait for instructions from a
Team Leader
OH&S
MSL is committed to meeting its responsibilities under National OH&S legislation and to provide a working
environment that is safe and without risk to health and safety. This commitment extends to all staff.
MSL is committed to the implementation of preventative strategies that are integrated into day-to-day
operational management. To achieve this goal, MSL has set minimum OH&S standards and requires all
staff and contractors to demonstrate their capacity to meet these standards.
Staff must:
 Take ownership of safety, occupational health, welfare and rehabilitation
 Ensure working areas, stairways, passages and safety exits are kept clear of obstructions at all times.
If required, working areas must be barricaded off and appropriate warning notices erected
 Advise the Event Staff Manager or your Team Leader if they have an injury
 Not attend shifts with an arm in a sling, arm/leg in plaster or if you are on crutches
 Advise us if you are unable to work and for how long you are unable to work
OH&S Obligations
MSL’s commitment extends to ensuring that the organisation’s operations do not place the local community at risk, injury, illness or
property damage.
Objectives
MSL will:
 Provide safe plant and systems of work
 Provide written procedures and instructions to ensure safe systems of work
 Ensure compliance with legislative requirements and current industry standards
 Provide information, instruction, training and supervision to staff to ensure their safety
 Ensure staff are consulted about changes to work systems and procedures
 Provide support and assistance to employees
Responsibilities
Each manager / Team Leader is accountable for implementing this policy in his or her area of responsibility. Management / Team
Leaders are responsible for:
 The provision and maintenance of the workplace in a safe condition
 Involvement in the development, promotion and implementation of health and safety policies and procedures, and in consultation
with their staff
 Training employees in the safe performance of their assigned tasks
 The provision of resources to meet the health and safety commitment
Employees Are Expected to:
 Follow all health and safety policies and procedures, and to use whatever safety equipment is provided for their tasks
 Report all known or observed hazards to their immediate Team Leader or manager
OH&S
Incidents and Near Miss Reports
 ALL incidents must be reported whether major or minor by completing an Incident Report form
 Incident Report forms are available from your Team Leader or the Match Day Office (located B2,
Ring Road Aisle 2)
 Event day incidents must be reported to your Team Leader
 An Incident Report form must be completed before concluding your shift. It should be counter
signed by the Team Leader or Area Team Leader
 Ensure that your writing is legible. The report may need to be submitted to our Insurance
Company for a Public Liability Claim or to WorkCover if you are injured
 Report the facts only and complete as much of the report as possible, except for the back page.
Witness information is also very important
 Complete an Incident Report for a “near miss”. Timely maintenance may prevent an injury
OH&S
ISSUES MANAGEMENT RESOLUTION - CHAIN OF REPORTING
STAFF
Area Team Leader, Team Leader or Manager
Senior Management, OH&S Representative
OH&S Committee
CEO
OH&S
Abusive Patrons
Procedure if you feel threatened by patrons at work:
 Find someone nearby with a radio and contact your Team Leader immediately, who will speak with
the patron or request Security to attend
 If your Team Leader is not nearby or contactable, call Event Control by radio or use your mobile
phone to call 8625 7999. (The only time when you may use your mobile)
 Event Control may be able to view/scan CCTV onto your area and send to our Security partner or
VicPol from the Control Room
 Do not remain in position if you are fearful of physical abuse. Move away and locate a Team
Leader
Refer all patron complaints to your Team Leader
First Aid
 St John Ambulance personnel are on site for all events
 They are located:
 Main office B2 Ring Road Aisle 48 (accredited persons access via Gate 4 lifts / stairs (Aisle 43)
 Level 1 Aisle 40
 Level 2 Aisle 40
 Level 3 Aisle 17 & 41
 Patrons requiring minor first aid should be directed to the nearest first aid room. For more serious
incidents contact your Team Leader who will arrange for first aid to attend to the patron where they are
located
 St John require the following information if reporting an emergency: sex, age, are they breathing /
conscious?, injury, location
Policies & Procedures
Policies & Procedures
Etihad Stadium has many Policies and Procedures in place to ensure the safety and welfare of our staff.
Please ensure that you read and understand those listed within this Online Induction.
Should you require additional information contact :
 Michael Gelb: Catering Operations Manager or Tia Cardamone: Restaurant & Retail Manager –
0421 806 885 or [email protected]
 Raelene Turner: Manager People & Culture - 8625 7655 or [email protected]
OR you can speak to a Manager / Team Leader during your shift.
Media Policy
Staff must not speak or make comments to the Media. This includes commenting on “talk back” radio and
identifying yourself as working at Etihad Stadium, providing opinions to a newspaper reporter or making
comments on football chat sites or similar.
Our CEO, Directors, or our Communications Department are responsible for all media liaison and can be
contacted via our Event Control Room - contactable by 2-way radio or phone 8625 7999.
Bill Lane
Communications
Manager
Alicia Sabato
Marketing
Communications
Executive
Social Media Policy
The web is not anonymous so remember everything you write, post etc. can be traced back to you and the
organisation(s) you work for.
Staff must not use their privileged position as an employee of MSL to make libelous, defamatory or
harassing comments or content regarding Melbourne Stadiums Limited, Etihad Stadium, its Events or its staff
on networking sites such as Facebook, Twitter, Blogs, Instagram, YouTube, forums etc.
Staff must not publish information that is confidential to MSL / Etihad Stadium or its Events and Staff. You
must not do anything that could bring the company into disrepute.
Staff must not speak as a representative of MSL or impersonate another employee or contractor of MSL.
Use of social media and mobile phones while you are working is not permitted.
When you are using social media, we ask you to:
 Be responsible for what you write
 Be authentic
 Consider your audience
 Be conscience of and adhere to our Social Media Policy
 Exercise good judgment
The policy applies to the conduct of MSL employees in the use of MSL social media during or outside the
course of their employment
Breaches of our Social Media Policy will be investigated and may result in disciplinary action, up to and
including termination of employment.
Drugs & Alcohol Policy
Alcohol, drugs and other substance use will impair your ability to perform adequately at work and will have severe
detrimental effects on safety and productivity.
You are not permitted to be at work under the influence of alcohol, drugs or any other substances
Advise your Team Leader if you suspect someone is inebriated
If you are taking any prescription drugs that may have side effects, please advise the Event Staffing Manager or
the Catering Services Coordinator before you come to work, or your Team Leader at the beginning of your shift.
You may be advised not to come in, or be allocated a change of duties so that we can ensure your safety
Ensure you advise us of any special medication requirements. A confidential record is kept in Event Control in
case those staff become ill at work e.g. diabetic, epilepsy etc.
If an Employee is considered to be unfit to safely perform their duties due to the effects of alcohol or drugs they
shall not be permitted to remain at the workplace whilst in this state.
MSL is committed to providing a safe workplace for all free from harm. As such, any breach of this policy will be
treated as a serious matter and will constitute grounds for disciplinary action.
Smoking Policy
Etihad Stadium is a smoke free Venue
Smoking is not permitted in any part of the Venue, including offices, training rooms, foyers, vehicles, ALL car
park areas, designated lift lobbies and restrooms or when in uniform
A designated smoking area has been established external to the workplace and is located outside the staff
entry on level B2 adjacent to the 24 hour security office.
Non-compliance with this policy will be subject to standard disciplinary actions but may also result in
prosecution under state or national legislation for failure to protect the health and safety of others.
Roof Policy
 The hirer of the event will decide whether the roof will be open or closed
 Generally the roof will be closed for all night events
 The roof will open for day games / events where the weather permits
Celebrities and Athletes / Sports Stars
If you are asked questions be pleasant and helpful. However, do not:
 Engage these clients in conversation unless they ask you a question
 Request autographs or photos with them
 Interrupt them from going about their business
 Abuse the privilege of being a member of staff!
Equal Employment Opportunity
Legislation
Every employee has the right to come to work and feel free from harassment & discrimination.
Sexual Harassment is:
Unsolicitated behaviour (of a sexual nature) that intimidates or humiliates
Bullying is:
Repeated behaviour that is intimidating or humiliating
Discrimination is:
Unwelcome behaviour based on a person’s:
 Race (ethnic origin)
 Disability, Impairment or Physical features
 Gender or Age
 Political or Religious Beliefs
 Status as a parent, or carer or breastfeeding
 Marital Status
 Pregnancy
 Personal association or industrial activity
Workplace Harassment / Bullying
Below are some examples that may apply:
Aggressive behaviour that intimidates, humiliates and/or undermines a person and is often repeated.
 Physical: Pushing or shoving, direct violence i.e. assault
 Verbal: Taunts, swearing, insults, name calling, jokes, continual criticism and threats
 Psychological: Threatening body language, SMS messages, abusive emails, exclusion &
inappropriate interference with personal belongings or work equipment
Sexual Harassment
May consist of, but is not limited to:
Behaviour that is unwanted, unwelcome or unsolicited of a sexual nature that is offensive, embarrassing,
Intimidating or humiliating:
 Sexual Preference: Heterosexual, Homosexual, Bisexual, Trans Gender taunts / comments
 Physical: Kissing, touching or bumping into someone often. Close-up talking or invading
another’s personal space
 Verbal: Repeated requests for a phone number or dates, after being refused. Unwelcome
comments about a person’s sex life, preference or physical appearance. Sexual jokes, offensive
telephone calls, emails, SMS messages
When is it not Sexual Harassment?
When the Behaviour is Consensual
House Rules
Staff MUST NOT:
 Accept food from suite holders or function patrons
 Congregate in groups to chat whilst on duty
 Sit down on duty unless authorised by a Team Leader, or positioned in an area where it is
appropriate
 Access a function, corporate suite or back of house area without permission from the Event
Manager
 Admit unauthorised persons into the premises without the relevant ticket or accreditation pass or
upgrade them into an area that they are not entitled to sit
 Take promotional giveaways meant for the public unless leftover and offered at the end of the
game or Event
 Provide anyone entry into the B2 Ring Road through the fire gates. Anyone working must enter via
Staff Entry
 Use Stadium telephones and computers for personal use
 Use personal mobile phones during their shift. Staff will be asked to sign off immediately if found
using mobile phones – you may use your mobile phone during breaks or for an emergency
Pay, Rosters & Shifts
Pay
 The Payroll Administrator is Jenny Hehir - Phone 8625 7627 or email
[email protected]
 Your pay will be debited into your account weekly by automatic transfer to your designated
account. The official pay day is Thursday, although some staff receive theirs by Wednesday
evening
 It is essential that you advise us in writing if your email, bank and/or Tax details change
 Pay slips are accessed on-line through HR3 (our payroll system). Details of how to access this site
will be provided to you during your face to face training / induction
 Jenny is also the Administrator of HR3 and can re-set your logons if you are unable to access it
Rosters
 EmpLive is the name of our Rostering system
 More detailed information regarding the distribution of rosters will be covered in your face to face training in July.
 In the event other staff have cancelled, occasionally shifts can be offered by telephone, SMS or email at late
notice
 Ensure that you check your Roster at least twice per week. Time changes can also be advised on-line
 Please return our calls and SMS offers, even if to advise you are unavailable to accept the new shift
 You can email Michael Gelb & Tia Cardamone and request extra shifts during the week (from Wed) if you like
on [email protected]
 If you are unable to work an already accepted shift, please advise us as soon as you are aware. By contacting
the above people.
 Do not leave messages about inability to work shifts during the week with Reception, the Match Day Office,
Team Leaders or other staff. You must contact the relevant contact above
 Shift cancellations are not acceptable via email you must phone us
 Shift swapping directly with other staff / team leaders is not permitted
EmpLive System
Access EmpLive System via this Link: https://ess.emplivecloud.com/
 Access to a computer is your responsibility
 Frequent checking of your EmpLive is your responsibility
 If you miss deadlines and have not accepted shifts you will lose them
 There is a computer and printer in the Muster Room for your convenience, where you can accept
shifts, print out your roster and pay slips
 There are many Internet Cafes around and Libraries allow free access to computers
Shifts
 Prior to the commencement of each shift your area/team will conduct a briefing at your rostered location.
 Punctuality is Essential. Ensure you are on time for your shift and attend your briefing in the correct
uniform. If you are late you will miss vital information which may impact on your ability to perform your duties
 We recommend you allow an extra 30 mins prior to your rostered start time to get through the Muster Room
to collect your uniform, cloak your bag/belongings, change and get to your work location
 No bags are to be taken to your shift workplace – no lockers are available for Catering as they are limited
 Most football shifts are about 3 - 6hrs but some shifts may go for longer. There will be exceptions to this with
concerts or special events. The length of the event dictates shift lengths.
 You are required to be flexible with finish times in line with the event – the rostered finish time is a guide only
and can vary based on the event
 At times, it may be necessary to make changes to your shifts due to an event change, after you have
accepted them in EmpLive
 If you need to leave early we will be as accommodating as we can be – but request that you do not make this
a regular occurrence:
 [email protected]
 0421 806 885
Breaks
Staff must not eat or drink in their Etihad Stadium uniform during a break in a public area. There
are Staff break rooms for this purpose
 Staff retail outlet is located level 1, Aisle 31 – a 50% staff discount applies at this outlet
 Level1, Victory Room B – Food Court
 Level 1, Aisle 33
 Level 2, Aisle 33
 Level 3, Aisle 32
 Ticket box Gate 1, 3, 5 and 7
 Car Park Office
Staff are not permitted to sit down in unoccupied seating during a break to watch an event / game
During meal breaks on an Event Day, rostered Employees are entitled to a 50% discount on the
retail price of food and beverage at nominated outlets upon the presentation of their photo ID pass
Muster Room
Located - B2 Ring Road Aisle 36
All shifts will commence in the Muster Room. You will attend the Muster Room at the
beginning of your shift to collect and sign for your uniform and to return it at the end of
your shift.
Showers, changerooms, toilets and lockers are located in the Muster Room area.
All MSL staff and Delaware staff arrive for each shift at the Muster Room – so it can
get busy. It’s an idea to get there early!
How to access the Muster Room externally
On Event Days you must access via Gate 5, level 1.
All other days (or when notified) you can access via the service entry.
Event Day Information Sheets
Event Day Information Sheets are collected from the Uniform Counter, in the Staff Muster Room.
 It is essential that you read and understand the event information
 Never assume that all AFL games will have the same information
 Additional information and any last minute changes will be provided at your briefing
Scanning In/Out & Timesheets
 Staff must swipe the barcode on their photo ID pass at the start and end of each shift
 Scanners can be found located in The Carvery Kitchen near the Chefs office
Staff are also required to complete a timesheet, which can be collected from your
Team Leader
 Staff must scan-off at the end of their shift and sign off on their timesheet
 If the staff member has worked for a longer or shorter period, the Team Leader must
adjust the time BEFORE you sign off
 Your signature is agreement that you will be paid for those hours
Expectations of Our Staff
Staff are expected to co-operate with our Policies & Procedures plus any other reasonable request
from MSL Management that pertains to your casual employment:
Your Availability
 Work a range of shift positions and time lengths
 You are required to accept and work at least 90% of all your rostered shifts overall and have full
availability for the 23 rounds of AFL matches
 We continue to have events from September to February and require our staff to be available to
work
 AFL peak times are Friday to Sunday. However, we can have games scheduled for any day e.g.
Wednesday A-League or Monday / Thursday AFL. We can also have Events running midweek
Expectations of Staff
Changes to your Availability
Contacts
 Michael Gelb: Catering Operations Manager
 Tia Cardamone: Restaurant & Retail Manager
 Both can be contact on 0421 806 885 or [email protected]
Leave / Holidays
 Provide us with plenty of notice if you intend to take leave or go away on a holiday. We like to know when it is
longer than 2 consecutive weekends. For reoccurring or extended leave staff should not do this via EmpLive but
instead advise the above contacts
Ad hoc changes to availability
 When you have ad hoc changes to your availability (e.g. a day here and there) Staff are to update their availability
in EmpLive as “Adhoc Unavailability’ rather than contact the above people
 All staff should advise their availability. If this changes due to a University timetable or other reasons, new
availability should be updated ASAP in EmpLive
Sick or Injured
 Advise the above relevant contact if you are injured, sick or require an operation and how long (approx.) you
expect to be off work
 If you are unable to work due to personal reasons or sickness, you must notify management a minimum of 4
hours before your rostered shift is due to start
Shift No Shows / Multiple Shift Cancellations
 No Shows & Repeat shift cancellations are not acceptable
Expectations of Staff
Customer Service
Problem Solving
All staff should pro-actively demonstrate:
To assist you in solving difficult situations:
 Excellent Customer Service
 Try to identify the body language of the customer
 Good communication
 Keep your body language open and approachable
 Active listening
 Listen carefully – ensure you understand the issue
 Ability to handle stress
 Summarise the issue and repeat it back to them
 A good understanding of role performance
 Stay calm
 A positive attitude
 Ignore personal comments or insults
 Exemplary personal presentation
 Focus on the issue
 Effective teamwork
 If necessary, remove the irate patron(s) from the public
area
 Effective time keeping
 Going the extra mile
 Explain and/or offer alternatives / solutions if you can
 If all fails, escalate to your Team Leader
Staff Communication
How we communicate with you?
Staff updates are emailed to you regularly. These updates contain important information about your
employment and events such as:
• Rostering, special events, policies and areas where extra help may be needed
• Shift deadlines
• Job advertisements about any full-time positions available with MSL
• Requests for extra staff to work shifts when we are short!
Please take the time to read your updates regularly
If you do not receive a regular Staff Update Please let us know
Uniforms
Uniforms
Catering Services Staff collect uniform items from the Muster Room
All uniform items need to be returned to the Muster Room before you depart the venue – unless otherwise
authorised. Uniforms should be placed in:
 The purple bin for Catering Staff
Uniforms
 You need to provide your own black tailored pants as part of your uniform (leggings, jeans, hipsters, three quarter
and cargo pants are not acceptable). The pants length must be to the ankles and professional in appearance
 Wear black socks and clean black closed toe flat business shoes – please make sure they are comfortable shoes.
Canvas shoes, runners, high heels, ballet flats, boots, backless shoes, thongs or sandals are not acceptable
 Collect and sign for the remainder of the uniform from the Uniform Counter in the Muster Room at the beginning of
your shift.
 No personal items that are visible, may be worn with the uniform
Grooming & Presentation Guidelines
Our corporate image is professional but conservative. Please ensure you:
 Shower and clean your teeth before coming to work
 Males may have neatly trimmed facial hair or be clean shaven. No ‘five o’clock shadows’
 Nails must be clean – no nail polish for hygiene reasons
 Hair that is long enough must be tied back off the face. No exotic hair colours, styles e.g.
Mohawks or dreadlocks. Adornments e.g. scrunchies, hair bands, must be plain black in colour
with no motifs.
 A pair of small earrings (studs or sleepers) may be worn in the ear lobes only, no other area of the
ear will have piercings on display.
 Wedding, engagement and signet rings are acceptable
 No bracelets, necklaces or pendants are permitted
 Nothing should be worn around the neck. Chunky or costume jewellery is unacceptable
 Facial jewellery from piercings in the nose, lips, eyebrow and tongue are prohibited. Remove them
before coming to work
 No visible tattoos – must be covered up and not able to be seen!
General Behaviour Guidelines
When you are working and in uniform please don’t:
 Smoke
 Chew gum
 Lean against doors, turnstiles, seating or walls
 Stand with hands in your pockets
 Use a personal mobile phone
 Drink (incl. alcoholic & non-alcoholic) or eat in any bar, restaurant or public place either before,
after or during a shift in uniform and / or wearing your photo ID pass
 Access a corporate area unless you are working in that area
Access to Site
Getting Here
Public transport is recommended with train and tram travel so accessible to the venue.
 The closest train station is Southern Cross Station – which is part of the City Loop
 The below tram numbers all come within walking distance of Etihad Stadium
Route No.
Route
24
North Balwyn
30
Brunswick Street
31
Hoddle St
35
City Circle (free service)
48
North Balwyn
70
Wattle Park
71
East Melbourne
75
Vermont South
86
Bundoora
96
St Kilda Beach to East Brunswick
109
Port Melbourne to Box Hill
112
St Kilda Beach to west Preston
Getting Here
Parking
 MSL staff are entitled to discounted event day staff parking at the rate of $15.00. This applies only
during NAB Cup, AFL, A-league and Cricket events hosted at the venue, and is subject to
capacity. Other events will be advised prior to the event.
 Staff parking is only available up until one hour prior to match commencement time via car park C
entry off Wurundjeri Way. Staff entering via any other car park entry or after the cut off time of one
hour prior to match commencement time will be charged the full event day parking rate of $30.00
 ID must be produced on entry (No ID no discount)
Access to Site: Staff Photo ID
 You will be issued with a blue photo ID swipe pass. No-one else has the same number or bar code on the
back. Your number is unique to you
 Your pass must be worn and be visible at all times outside your jacket/shirt
 Forgotten your pass? You will need to go to Security and show them photo ID. If you cannot provide this
you wont be able to access the stadium and you will forfeit your shift
 Only Staff with an A on their pass have access to the Arena
 Passes must be shown whenever requested by patrons, security, management or other staff
 All passes remain the property of Etihad Stadium and must be returned when you cease employment
 Staff using their photo ID pass to access the site when not rostered to work, will face disciplinary action,
up to an including termination of employment
 Lost passes must be reported ASAP to:
 Michael Gelb: Catering Operations Manager – 8625 7653 or [email protected]
 Tia Cardamone: Restaurant & Retail Manager – 8625 7631 or [email protected]
Lost ID passes can reduce the integrity of our security
Access to the Site: Staff Entry
 Staff Entry located at Gate 5, is the only authorised access into the site on an event day. No-one
should come via the Service Entry on an Event Day – you must have your photo ID pass with you
to gain access to the site
 Staff may have their bags searched by Security Services at either entry or exit. The same
“Conditions of Entry” applies to everyone and you are expected to comply
Professional Behaviours
Professional Behaviours
Professional behaviour in the workplace is essential for us all to enjoy our place of work and to feel safe and respected.
In this training you will learn about our expectations when it comes to professional behaviour at Etihad Stadium and what
our expectations are of our staff.
As you would have already seen Melbourne Stadiums Limited – Etihad Stadium has a set of core Values:
We live and breathe our values in everything
we do, to create brilliant experiences for
ourselves and our teams, our customers,
members and stakeholders.
Rights & Responsibilities
Employers
 As an employer we must provide a safe and healthy workplace for our staff.
 We need to take preventative measures to ensure we have good working practices in place that prevent unlawful
behaviour and / or activity from occurring.
Rights & Responsibilities
Employees Legal Rights
As an employee we all have the right to come to our place of employment and:
 Feel safe
 And to be free from:

Bullying

Discrimination

Victimisation, and

Violence
Employee Responsibilities
You as the employee have a legal responsibility regarding how you behave and interact with others in your
workplace. It is important that you do not recklessly endanger any other persons.
It is your responsibility to ensure you are across any processes and policies that promote OH&S in the workplace
and more specifically prevent harm caused by discrimination, harassment or bullying.
Professional Behaviour
Our expectation of staff is to at all times display a high level of professional behavior.
All staff should be respectful, tolerant and empathetic of others.
Here at Etihad Stadium we have a wonderfully diverse workforce and we value this diversity. The concept of
diversity encompasses acceptance and respect. It means understanding that each individual is unique, and
recognising our individual differences.
We do not tolerate unacceptable behaviours and any staff displaying unprofessional behaviours can and will be held
accountable for any inappropriate comments, actions or conduct.
What We Expect of Our Staff
It is important that if you see something unprofessional that you say something.
We should be aware of our surroundings and monitor and avoid practices, attitudes and traditions which lead to
inappropriate and unprofessional behaviours.
If you are on the receiving end of, or witness unprofessional and inappropriate behavior please ensure you report it.
If you don’t say anything you are accepting the behavior and saying it is OK.
Unprofessional Behaviours
There are a number of unprofessional and unacceptable behaviours that we touched on in the Online Induction.
Here we will go into a little more detail about:

Bullying

Harassment

Sexual Harassment

Discrimination

Protected Characteristics
Bullying
The definition of Bullying is:
A repeated unreasonable behavior directed towards a worker or a group of workers that creates a risk to health and
safety. It can be perpetrated by an individual or a group.
Bullying can include verbal abuse, physical violence and / or involve subtle intimidation.
It can also be direct or indirect (e.g. letters, emails, text messages, telephone).
It may not always be what you / they have said but rather how or the way it was said. Words are only 7% of a
message.
Harassment
Harassment is unwelcome or unsolicited conduct (or potential for) that:

Intimidates

Humiliates

Insults

Offends, or
 Scares
the person at whom it is directed, regardless of the intent of the offender.
Harassment can also include verbal comments (including voicemail), written (including email and text messages),
visual or physical contact, which is unwanted or causes offence to the other person.
Sexual Harassment
As mentioned in the Sexual Harassment is unwelcome sexual behavior, which could be expected to make a person
feel offended, humiliated, or intimidated. It can be both physical, verbal or written.
Sexual harassment is covered in the workplace when it happens:




At work
At work-related events
Between people sharing the same workplace
Between colleagues outside of work
Sexual harassment is against the law. Some types of sexual harassment may also be offences under criminal law.
All incidents of sexual harassment – no matter how large or small or who is involved should be reported.
Discrimination
Discrimination can either be Direct or Indirect.
Direct discrimination occurs when someone is treated (or proposed to be treated) unfairly and is disadvantaged
because of a personal characteristic that is protected under law.
For example: An employee tells jokes which make fun of a person with a protected characteristic.
Indirect discrimination is where a person imposes, or proposes to impose, a requirement, condition or practice that
has, or is likely to have, the effect of disadvantaging people with a protected attribute, and that is not reasonable.
For example: A company policy requiring all employees to read and write English fluently when this is not needed
for all jobs within the company.
Protected Characteristics
We have mentioned protected characteristics a few times now, so what are they?

Aid of an assistance animal

Sex

Age

Sexuality

Breastfeeding

Status as a parent or carer

Disability, including possible future

Gender identity
disability

Spent conviction

Relationship status

Association with a person who has an

Industrial activity

Political conviction

Sexual harassment

Pregnancy, including potential

Vilification because of race, sexuality
pregnancy

Gender identity or HIV/AIDS status

Profession, trade, occupation or calling

Victimisation because of making a

Race

Religious conviction
attribute listed above
complaint
The Workplace
With technology these days the workplace extends past the physical office and set times. It now includes any
interaction between people who are in a working relationship.
The Workplace can be anywhere, anytime, with anyone related to your work.
It can be staff, contractors, volunteers and customers.
All of the below can be considered to be the Workplace:

Face to Face

Email

Social Media – this includes your Facebook, LinkedIn, Twitter etc if you have other staff linked to these
accounts

Phone – texts etc.

Group meetings
Where can unprofessional behaviour
come from?
Inappropriate and unacceptable behavior can come from anywhere:
 You
 Your manager
 Your co-workers
 Your direct reports
 Your team leader / area team leader
 A contractor
 A patron / customer
Intent versus Perception
The intent of the individual can be irrelevant based on the perception of the person who has been impacted. If the
person did not like the behavior or it made them feel uncomfortable then it will be taken seriously.
You need to think…
Would a reasonable person have anticipated that the behavior would offend, intimidate or humiliate the person?
What is not considered bullying,
harassment or discrimination?
During our careers we can all receive constructive feedback or counselling on our work performance. We can also
receive fair and appropriate supervisory or management instructions delivered in a fair and appropriate manner.
These do not constitute bullying, harassment or discrimination.
What is Victimisation?
Victimisation means punishing or threatening to punish someone. It is against the law to punish or threaten to
punish someone because they have:

Asserted their rights under equal opportunity law

Made a complaint

Helped someone else make a complaint

Refused to do something because it would be discrimination, sexual harassment or victimisation
How can you recognise if there
is a problem?
If you notice any of the below signs in another staff member, this may indicate there is a problem:

They are withdrawn

They are making a lot more mistakes than they normally would or are having a lot more accidents

They are often turning up to shifts late or are absent a lot

They always appear fatigued or tired

They often appear to be emotional

They lack confidence or self-esteem
How to deal with unprofessional
behaviour
There are a number of ways people choose to deal with unprofessional behaviours. So what type of bystander are
you?
Read the below and reflect on which type of bystander you think you are:
1.
Active Approver – you laugh along and encourage the behaviour
2.
Silent Approver – you do nothing and just look on
3.
Ineffective Disapprover – you know what is occurring is unprofessional and inappropriate but you choose to
stay out of it
4.
Supportive Disapprover – You see something and you say something. You find help / support and you let the
perpetrator know the unprofessional behavior is not acceptable
Supportive Disapprovers
We hope you are a Supportive Disapprover and that you would not stand for unprofessional behaviour.
How can you be a supportive disapprover?
•
Be clear to other staff that you wont be involved in any unprofessional behaviour
•
Make sure you don’t participate in any gossiping or encourage the spreading of rumours
•
If you receive offensive massages or pictures ensure you don’t forward them on
•
If you see something, say something. Support staff with getting help
•
And you can always report any unprofessional behaviour to:

Your team leader

Your area team leader

Event Staffing Coordinator or Manager

Catering Operations Assistant, or

The People & Culture (HR) team
What should you do if you witness
bullying or harassment?
See something, say something
Remember if we ignore it, it wont go away. We should always discourage unprofessional behaviour and offer
support where appropriate.
We should support the company culture and Values
What should you do if experiencing
unprofessional behaviour?
If you feel comfortable to do so, speak to the perpetrator and have a calm and polite conversation with them
requesting that they stop the unprofessional behaviour.
Ensure you keep a record of the unprofessional behaviour / incident and your conversation with them if you have
had one.
If you don’t feel comfortable speaking to the individual or if you have spoken to them and it hasn’t worked you
should speak with your team leader / area team leader, Event Staffing Manager and/or a rep from the People &
Culture (HR) team.
Your Key MSL Contacts:
People & Culture (P&C)
You can contact the P&C team via email
[email protected]
Raelene Turner
People & Culture Manager
Alisa McAlpine
People & Culture Business Partner
Catering Services
Michael Gelb
Catering Operations Manager
Tia Cardamone
Restaurant & Retail Manager
FOR YOUR ACTION
Thank you for completing our Etihad Stadium – Online Induction and Professional Behaviours Training.
FOR YOUR ACTION:
Please ensure you print and complete the Training Completion Confirmation form attached to your email. You will
need to scan / take a photo of the completed form and email it through to
[email protected] no later than 12pm Friday, 1st July 2016
Payment of this training cannot be made until we receive this completed and signed form.