NEW EMPLOYEE ORIENTATION. manual. a r t i c i p a n t s. a r t i c i p a n t s

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1 NEW EMPLOYEE ORIENTATION manual a r t i c i p a n t s a r t i c i p a n t s

2 NAME: LOCATION: _ HIRE DATE: _ Page 3: Page 4: Page 5: Page 6: Page 7: Page 8: Table of Contents Welcome to the Company Company History Mission Statement Key Personnel What is GRANDEXPECTATIONS? Benefits Company Policies OSHA Fair Housing Your Performance What is a customer? Training Resources Your Professional Development Training Plan & Notes New Hire Paperwork Preparing the paperwork is an important part of starting your career off in the right foot. It is a cooperative effort between you, your immediate supervisor and the Human Resources Department. Prior to, or during Orientation, you will complete and sign all or portions of the forms that follow: 1. Application for Employment (1120-1a) 2. Disclosure & Release (1120-1b & 1c) 3. Acknowledgment of Receipt (1135-2) 4. Salary Worksheet (1135-3a) 5. W-4 Form (1135-7) 6. I-9 Form Colorado Only ( ) 7. New Employee Information (1135-4) 8. Equal Housing Cert. (1135-5) 9. Dept./Community Orientation (1140-1) 10. Recording Hours Worked (1205-3) 11. Direct Deposit (1240-1) 12. Paid Time Off Agreement (1310-2) 13. Workers Comp. Ackgnmnt (1350-1) 14. Code of Conduct Agreement (1400-1) 15. Alcohol/Drug Abuse Policy (1410-1) 16. Uniform Agreement (1425-1) 17. Signed Job Description 18. Agree. to Comply w/ Privacy (4008-1) 19. Digital Photo for Maintenance Badge Apartment Industry Lingo Almost every organization uses words and phrases that are specific to their industry. GRAND PEAKS Property Management is certainly no exception. We pride ourselves on using terminology that is a positive reflection of the Property Management Industry, and of our company. Our lingo may require you to make a few changes in the words you use to communicate effectively at work. The guideline that follows will assist you in using the correct terminology. 1. Use RESIDENT, not tenant. 2. Use COMMUNITY, not project or complex. 3. Use POLICIES, not rules. 4. Use PERSONAL TOUR, not show or demonstrate. 5. Use APARTMENT HOME, not unit. 6. Use COURTESY PATROL or NIGHT PATROL, not security. 7. Use CUSTOMER or FUTURE RESIDENT, not prospect. 8. Use SERVICE REQUEST, not work order. 9. Use CERTAINLY or MY PLEASURE, not yeah, yep or uh-huh. 10. Use MAINTENANCE TECHNICIAN, not Maintenance Man. 11. Use LEASING CONSULTANT, not Leasing Agent.

3 New Employee Orientation WELCOME! Welcome to GRAND PEAKS! As a new member of our team, you will become involved in training that is organized through the GRAND PEAKS Corporate University; orientation training is only the first step! Your training is important as it will give you the skills, competencies and confidence you need to become successful in your new career. Today, you will receive an orientation packet. It contains information which will help answer many of the questions you may have about the company, and your new position. The orientation process has three stages: * A General Orientation * A Departmental Orientation, and * A Specific Job Orientation Each is conducted by different parties. The General Orientation is managed by either the Marketing/Training Department or the Human Resources Department. And typically takes place in the corporate office or by watching a CD over the Internet via the GRAND PEAKS e-university. The Departmental Orientation is conducted by the Department Head or direct Supervisor at the place where you will report to work each day. The specific Job Orientation is carried out by an experienced and trained employee (trained on how to train) know as Certified Mentor Trainers (CMT). You have the opportunity to make your Orientation Training more effective by making suggestions and asking questions. Once again, welcome and good luck as you begin an exciting new career with GRAND PEAKS Property Management, Inc! Company History The majority of Grand Peaks property s are owned by the Simpson Family. The family has been in the multi-family industry since Don Simpson and his father, Harold, first developed duplex and single family homes. This long term knowledge and experience has been passed on through the family from generation to generation to Luke and Nick Simpson. The family has developed over 20,000 multi-family residential apartment homes throughout the United States. James Phelps is the President of the management company, GRAND PEAKS Property Management. The Management s focus is to provide quality apartment management services in Colorado, Montana, Texas, Oregon, and Washington. Today, GRAND PEAKS manages more than 4,772 apartment homes and growing! The mission statement GRAND EXPECTATIONS guides our company and our employees toward goals that reflect the quality, integrity and aggressive customer service style upon which the Company was founded. Being a member of such a dynamic team means that we will look to you as for GRAND new ideas and to become an integral part of the company s success! Mission Statement ************ Our EXPECTATION is not to be the largest property manager but the best. Being the best requires more than a promise...it requires a commitment. We are committed to delivering the highest quality and value, and maintaining a superior standard of service for our residents, our investors and our associates. These are our GRAND EXPECTATIONS. Our people, our management style and our company culture make us a premier management company.

4 Employ the best -- expect the best! When new GRAND PEAKS employees are hired, it is because they posses the qualities necessary for success! e-university: Log-In ID Password Key Personnel President Vice President Human Resources Director Regional Property Manager Community Manager Maintenance Supervisor Accounting Contact Person Mentor Computer Support Contact Person/Phone Number GP s Website Employee Log-In: Log-In ID Password What is the secret to GRAND EXPECTATIONS? GRAND PEAKS has developed comprehensive, proactive management systems which are built on a solid foundation of principles. The executive leadership of GRAND PEAKS Property Management provides a clear direction and commitment to quality investments and management services needed to succeed in today's competitive marketplace. Every GRAND PEAKS employee is trained to pursue excellence as a part of their daily work activities. To achieve our goal, we do the following: 1. Employ the best and expect the best! 2. Train employees on subjects and situations which they may encounter in their work environment so they are prepared with the skills and knowledge to succeed. 3. Make customer service a priority. We train our employees, to know the customer, product and market, and to respect members of their team by working together. 4. Stress ingenuity and economy. 5. Set high standards of performance. 6. Keep priorities clear. 7. Work the GRAND EXPECTATIONS philosophy into individual job descriptions and daily performance. How will you work the GRAND EXPECTATIONS philosophy into your daily job performance? 1. 2.

5 Benefits GRAND PEAKS offers you an outstanding benefit package. You will find complete details about what is available to you in your New Employee Handbook (SOP Forms ). The following questions regarding medical and dental benefits are those that new employees ask about most often: 1. When am I eligible for group insurance? 2. When am I required to enroll? 3. When am I eligible for sick pay? 4. When do I become eligible for paid vacation time? 5. If I don t use my sick time or vacation, can I get paid for it? 6. What Holidays are paid? 7. What is a 401K and when am I eligible to enroll? 8. Other: e-university: Job Safety Log-On: Company Policies The S.O.P. Manual will help you to become more familiar with GRAND PEAKS policies and procedures. Take the time to read it carefully. You will be asked to sign an acknowledgment stating that you understand its contents. Your Mentor will answer the following questions with you: (SOP Forms ) 1. What do I do if someone outside the Company questions me on company policy or personnel? 2. Where is smoking permitted? 3. What limitations have been placed on personal phone calls? 4. When do paychecks arrive, and how are they delivered? 5. Where should I report to each morning? Where do I park? 6. Where is the work schedule posted? Do I need to sign in? 7. When are lunch and break times? 8. Am I able to have alcoholic drinks at lunch? 9. What is the dress code? 10. What procedures are used to schedule time off? 11. What should I do if I become ill and I am unable to report to work? 1. What is OSHA? 2. Why is job safety important? 3. What is considered hazardous materials? 4. GRAND PEAKS policy on labeling and storage of hazardous materials? 12. What policy restrictions are placed on me when I am on-call? 13. If a vendor or contractor offers me a free gift, am I able to take it? 14. Can I use company computers to check personal s, facebook, etc.?

6 e-university: Fair Housing & Harassment Log-On: 1. What is fair housing? 2. How does it affect me in my job? 3. What is GRAND PEAKS policy on discrimination and harassment? YOUR PERFORMANCE GRAND PEAKS has designed a unique performance evaluation program which outlines the expectations and lists goals and skills of an employee. During your evaluation your supervisor will focus on job performance and will set goals to help with skill development and career advancement. We often think of performance appraisals as one-time events that takes place every year or so. However, at GRAND PEAKS performance evaluations are on an on-going basis. Refer to S.O.P. Forms for more information. It is important to remember, the performance evaluation process focuses only on an employees performance pay increases may or may not be granted, depending on several factors. What is a Customer? Customers are our number one priority! They are the reason we are employed. Our customers are not just the people coming in to lease - they are also the residents that live at our community. Choosing to live at a GRAND PEAKS Community is a Lifestyle decision and one of the most personal decisions a person will make. Residents should always be treated with respect and receive prompt, courteous service. Customer relationships should be based on: Honesty: be truthful, don t exaggerate. Dependability: don t over commit, follow through on promises, be realistic. Responsibility: understand the customer s needs, put the customers interests first. Competency: know your community and give accurate information. TIME WORKED Each full-time employee is required to work a full 40 hours per week. Your work week begins on Saturday at 12:00 a.m. and ends 14 days later on Friday at 11:59 p.m. All hours worked are required to be recorded through the computer system, ezlabor, or on a GRAND PEAKS time sheet and submitted to your supervisor on the Friday prior to pay day. The hours recorded on your time sheet should be shown in decimal format no less than 15 minute increments: 15 minutes minutes minutes minutes Refer to S.O.P for information on how to access EZLabor and record your time.

7 Training Resources A number of courses are available to you through the GRAND PEAKS University. Courses are offered in classroom setting or on-line via the e-university. In addition, employees are encouraged to learn by selfstudy with materials which can be checked out through the GRAND PEAKS Library or Library or through a local industry organization. Enrollment is open now! You will find a copy of the Training Calendar in your New Employee Packet. Please refer to it as you, your immediate supervisor, and assigned training representative put together your training plan for the coming weeks and months. You will find that many of the courses are required for your job description. The GRAND PEAKS Standard Operations and Procedures Manual (S.O.P.), Books, Tapes, and Videos from the GRAND PEAKS Library are available to you. Check with your immediate Supervisor for their location. It is a good idea to reference these important tools whenever a question arises during training. You will find the information is complete and comprehensive. Most importantly, look to your immediate Supervisor for guidance in your on-the-job training activities, and take the opportunity to talk to other GRAND PEAKS employees about training resources that have proven valuable in their professional development. Your assigned Certified Mentor Trainer or Supervisor has the ability to guide you to training resources, workbooks and videos from the GRAND PEAKS Library that will be suited to your individual needs. You will find a copy of the books and tapes available to you included in your New Employee Packet. Refer to it often! Your Professional Development Now that you have completed the New Employee Orientation Training, the responsibility for further growth is in your hands. By taking advantage of the many training resources available through GRAND PEAKS to increase your skills and understanding, you can work toward the career goals you have in mind. If your goal is to grow with GRAND PEAKS, talk to your immediate supervisor regarding the skills and knowledge you will need in order to prepare yourself for advancement. Our goal is to promote from within whenever the right candidate and a job opportunity are available. Be aggressive, seek out additional responsibility, and get involved. People are our Company s most valuable asset, and our desire is to see you succeed. Good luck as you begin your career with GRAND PEAKS! Your Training Plan Course Title: C.E.L. Training Date / Time: Location: Trainer: Mentor s Phone: Your Training Plan Rent Roll Training Course Title: Date / Time: Location: Jeff Miller Trainer: Mentor s Phone: Intelligent, well trained and dedicated employees are the key to the success of GRAND PEAKS!

8 Your Training Plan Course Title: Date / Time: Location: Training Trainer: e-university: HIGH PERFORMANCE LEASING Log-On: Mentor s Phone: (If applicable to your job description) COMPLETE TEST Notes:

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10 STANDARD OPERATIONS AND POLICY HUMAN RESOURCES NEW HIRE DEPARTMENT/PROPERTY ORIENTATION SOP: Name of Employee: Date Hired: Position: Property/Dept: On the first day of employment, the new employee initials each item after it is completed. Return to the Human Resources Department within seven (7) days of hire. Introduction Welcome Dept./Property Tour Introduction of Colleagues Organizational Structure Meals and Breaks Dress Code/Grooming Hours of Work Department Responsibilities (overall and individually) Information on Salary/Wages Rate of Pay Recording Time Worked/ Policy Holidays Payday and Paychecks Overtime Policy Performance Reviews Policies and Procedures SOP (Standard Operations and Policy) Anti-Harassment Policy Code of Conduct Living at a Grand Peaks Community Computer & Telephone Usage Abuse Policy Smoking Policy Paid Time Off (PTO absenteeism, vacation, personal, sick) In-House Opportunities and Transfers Insurance/Benefits Departmental Policies and Procedures Scheduling Performance Standards Grand Expectations Policy/Department Rules On-Call Procedures Job Description Password/Logins Provided Peak Performers ezlabor Grand Peaks Website E-University OneSite, if applicable Hartmarx, if applicable Other: The above orientation activities are complete and understood by the employee. Employee Signature: Date: Supervisor Signature: Date:

11 O S H A A C K N O W L E D G E M E N T F O R M I have received information, viewed the on-line training course and/or viewed the video on the Hazard Communication Standard 29 CFR , and understand how to interpret and use the labeling system and Material Safety Data Sheets (MSDS) that are in use and accessible to me in my work area. I agree to observe and follow the safe work practices as presented to me in the training session I attended on at. Print Employee s Name Date Signature The above named employee has been informed and instructed on safe work practices, chemical hazard recognition, interpretation and use of chemical labels, MSDS, the CFR 29, (e) Standard, and the location at which these items are accessible to the employee. Mentor s Signature Date cc: HR Personnel File Denver Corporate Office