PERSONNEL MANUAL

 Our Associates 

You really do make the difference - The success of Spears Travel rests in the hands of its employees.  When you are performing at your highest level, our company is more efficient and effective. 

You are important to us, and your job is important.  You were hired because you possess the capabilities to progress. 

Our reputation means a great deal to your success and the success of our organization.  Everyone you meet is a potential customer, and, as our employee, you affect the public's opinion of the company and its use of our services. 

We at Spears Travel are happy you have chosen to be one of our Associates!

EMPLOYMENT                          (Back to Table of Contents)

This section outlines the general practices of Spears Travel relating to the employment of personnel. This manual is intended for the use of Spears Travel associates only and should not be discussed or shown to other people outside of the company. 

Personnel Recruiting 

It is the practice of Spears Travel to promote from within whenever possible.  As vacancies occur or new job functions are created, preference will be given to our present associates who qualify. 

Dress Code 

Every associate serves as a representative of the company and is expected to satisfy this responsibility at all times. Please make sure your appearance is suitable for an office setting. All associates should dress professionally and neat at any function where they may represent our company. In order to maintain a professional image for our company, we have established the following guidelines for all agency personnel. 

Drug Free Workplace

Spears Travel prohibits unlawful manufacturing, distribution, dispensing, possession or use of a controlled substance at any Spears Travel’s place of business or at the workplace of any customer or vendor of Spears Travel.  Any violation of this policy will result in the immediate suspension without pay of the employee or independent contractor, and possible termination. 

Acceptable Dress for Women 

Business attire, comfortable dresses or slacks, collared shirts with a Spears or Travel Leaders logo.

 UNAcceptable Dress for Women - Sundresses ( no spaghetti straps, backless or tank tops unless worn over a t-shirt or with a jacket or sweater), shorts, thong sandals, jeans, t-shirts, leggings and warm-ups.  Sleeveless tops must have modest armholes.  Any attire that can be considered unprofessional.   

Dress Down Days - Jeans, slacks, travel - related shirts & t-shirts, Spears or Carlson logo shirts, or business attire. 

Acceptable Dress for Men 

Collared sports shirts, polo or golf shirts, Travel Leaders or Spears logo shirts;  dress shirts.  Slacks, dress slacks, collared shirts with a Spears or Travel Leaders logo. 

UNAcceptable Dress for Men - Jeans, tee shirts, shorts, and warm-ups.  Any attire that can be considered unprofessional. 

Dress Down Days - Jeans, slacks, travel - related shirts & t-shirts`, Spears or Travel Leaders logo shirts, or business attire.

Office Conduct 

Food should normally not be eaten at your desk. It is permissible to have coffee or a soft drink at your desk; if a client should come in, be sure to offer him or her a drink as well. Gum should not be chewed. Lunches should be eaten in a designated area out of any possible contact with our clients. Working through your lunch hour in exchange for time off is not permitted except in special circumstances and must be pre-approved.

Introductory Period 

All new associates have introductory status for a period of six months. 

The purpose of the introductory period is to give both the associate and Spears Travel the opportunity to observe that the position will be satisfactorily filled before a final decision is made as to the associate's permanent status. 

Salary 

Spears Travel strictly adheres to the position that salary is confidential.  Salary or anything concerning salary should not be discussed with other associates or persons outside the office.  Associates not conforming to this rule are subject to dismissal. 

Spears Travel utilizes a closed salary system.  Starting salaries are based on experience and market factors.  Raises are based on merit only.  Salary schedule will not be used since it may limit the progress of high performers. 

Non-Smoking Policy 

Spears Travel will enforce a complete smoke free policy in all offices at all times, including after office hours, for associates and management. 

Weapons Policy 

No weapons of any kind, including concealed or visible, but not limited to guns, knives, clubs or explosive devises will be allowed on premises by any clients, employees or representatives.  Non-life-threatening devices such as mace or tear gas are not excluded as long as they are kept concealed and are used as self-protection in a dangerous situation.  Authorized law enforcement personnel or on-duty security guards will not be subject to this restriction. Spears Travel will not be held responsible for any accident with persons in violation of this policy.

Jury Duty 

If called for jury duty, notify branch manager immediately for discussion.  Salaried associates must reimburse company for compensation received from the court.

Personal Phone Calls 

When an associate is on a personal phone call, it causes retraction from professionalism and costs the company time and money. Please restrict to messages and appointments only and of short duration. Please advise friends and relatives to not call in on our 800 number unless calling for business purposes. Our 800 number is not a flat monthly charge. We are charged for every minute and the expense from these calls can add up very quickly. 

Lunch and Office Hours 

Each associate is expected to work a full 8-hour day.  You may designate either a 30-minute or 1 hour lunch and adjust your hours accordingly.  Management must approve a change in your schedule at least 30 days in advance.  

Overtime 

All full-time associates are hired under the all-hours-worked plan.  Overtime is not encouraged by the company.  Any extra hours worked must be pre-approved by management.  Weekly time sheets must be filled out and signed. 

Pre-approved extra hours will be compensated with additional vacation.  All earned vacation time must be pre-approved by the Branch Manager to be eligible.  Request must be in writing using an earned vacation time form. Earned vacation days may be accumulated and carried over to the following calendar year only. Days not used in the following calendar year will expire. No changes are allowed until the following year.   

Associates working office hours on weekends must sign up for option of hourly, salary, or paid vacation time.  Valid for current calendar year.

Training generally does not qualify as earned vacation.  

Personal Charges 

Associates are not allowed to charge personal travel to house accounts without prior approval from management. If approval is given, the account is to be kept current. If not, management has the option of deducting the balance due from associate's paycheck. 

Confidentiality 

A travel agency deals with personal motivations and experiences of its clients, much the same as other professions in their client relationships.  It is essential that discretion be exercised in discussing client and account activities with anyone outside the office.  Telephone inquiries should be carefully screened before information is divulged.

Disciplinary Code 

Code Violation/Problem - Repeated mistakes; not following procedures regularly; disregard for company policy; poor attendance or excessive tardiness; disrespect for company superiors; inappropriate behavior or dress; conflict with other associate or associates; inadequate productivity for prolonged period. 

Resolution Steps

            1.  Counseling and training with employee by Manager.
         2.  Written warning given to employee.
         3.  Meeting with Manager’s supervisor.
         4.  Associate put on probation.
         5.  Reduction of responsibilities and salary.
         6.  Dismissal.

Code Violation/Problem -
Dishonesty; stealing from company; purposeful destruction of company property. 

Resolution Steps  
      1.  Dismissal.
 

Probationary Status - Any associate on probation will not be eligible for reduced rate or complimentary airline tickets, educational trip expense reimbursement or time off with pay for educational trips or sales and booking incentives.

Termination 

Any associate deciding to dissolve his/her employment with Spears shall give at least 2 weeks notice to the management and any manager shall give a 1-month notice. Management reserves the right to make dissolution immediately. In case of involuntary termination, the employee will receive two weeks notice or two weeks severance pay at the election of management if eligible.

 In either event, accrued vacation time due to the associate through the last day of work will be provided by the company with a salary adjustment.  Accrued sick time that has not been taken is not compensable.  Former associates shall, upon leaving the company, return all files, records, keys and other materials belonging to the company. Anything taken by the associate (other than personal belongings) will be deducted from the final paycheck. 

If an associate participates in a FAM trip and leaves the agency voluntarily within three (3) months after such trip, the associate may be asked to reimburse the agency for the expenses incurred, and it may be deducted from the associate’s final paycheck. 

If an associate leaves service within 6 months after completing a course which has been paid for or partially paid for by the company, company has the option to withhold such amount paid out from the monies due associate upon termination. 

Incentives/awards earned in the previous six months may be deducted from the final check at the discretion of management.  Employees must be employed with the company on the day the incentive/award is paid for it to be earned.  Any incentives/award will be forfeited if they are payable after termination date.

VACATIONS AND ABSENCES      (Back to Table of Contents)

 Holidays 

Spears Travel recognizes the following nine paid holidays: 

         New Year's Day              Good Friday
         Memorial Day                  Labor Day
         Independence Day           Thanksgiving (2 days)
         Christmas (2 days) 

Part-time associates are not eligible for paid holidays.  Associates working at client-dedicated locations will conform to clients' holiday schedule and certain locations may require a different schedule. 

Personal Holiday 

One additional holiday will be given to each employee to be taken on his/her birthday.  This day must be approved by branch manager and must be taken as close as possible to his/her birthday. 

Vacations 

All vacations must be approved by branch manager.  Vacations will be granted on a first-come, first-serve basis unless there is a year-to-year duplication, which creates a conflict.  In this case a rotating schedule will be in effect.  Vacation is based upon completion of continuous service as follows: 

                                  1 year to 5 years completed................10 working days
                                  6 years to 10 years completed.............15 working days
                                 11 years to 20 years completed............20 working days        

Associates cannot carry over unused vacation to new calendar year or borrow from next year.

Vacations: (1st year of employment) 

At the end of your first year the associate gets a prorated vacation (based on date of employment, see example below), for balance of the year plus full credit for the following year.  After that, it is based on calendar year.  Prorated days cannot be carried over to following calendar year.  The following year days can be borrowed to use in current year up to 10 days maximum. 

Example:  Your hire date is July 1, 2016.  July 1, 2017 you have completed one year.  There is 50% of the calendar year left. You are entitled to 50% of the allocated vacation and Educational Trip time for the remainder of 2017.  On January 1, 2018 you will be given 100% of your allotted Vacation and Educational Trip time.

Personal Time Off 

All full time employees will be given an additional 8 hours of paid vacation after 1 year of employment for personal appointments. This is to be used for, but not limited to personal appointments such as personal business, home and car repairs, legal, kids and pets appointments, haircuts, travel time to airport for trips and any other personal time away from normal working hours. 

         - Manager must pre-approve time off, allowing as much advance notice as possible.
         - Minimum of 1 hour at a time.
         - Not allowed during staff meetings except for emergencies.
         - Unused time cannot be carried over to the next year.
         - Any additional time off must be charged as vacation time.
         - If no vacation time remains, it must be without pay. 

Sick Leave 

Associates must notify their branch managers at least 1 hour prior to office hours to advise of their absence from the office. Fifty-six (56) hours of sick leave are given per year with pay per employee. Sick time can be used for sickness, doctor or dentist appointments of employee, spouse, kids or parents.  Unused sick time cannot be carried over to the next year. Any employee exceeding 56 hours will be charged vacation time. If no vacation remains, time off will be without pay.   

Funeral Leave   (General Guidelines)

Employee has the option of taking additional time off without pay for death of immediate family or parents.

Weather 

No employee will be allowed to take time off for bad weather unless the branch manager decides conditions are hazardous and closes the office. Any employee deciding not to come in due to weather conditions will be charged a vacation day.   If no vacation days remain, time off will be without pay. 

Maternity 

Maternity leave of absence shall be granted for a period not to exceed six weeks.  This leave is granted without pay.  The associate must furnish a doctor's statement to their supervisor as soon as possible to arrange for an orderly handling of job functions in their absence.

ASSOCIATE BENEFITS              (Back to Table of Contents)

Educational Travel 

The purpose of the educational trip is for our associates to acquire additional valuable knowledge and experience of the changing services and areas we promote and sell.  Educational trips are subject to regulation by Spears Travel, airlines and companies offering trips.  

The following applies to all educational trips: 

1.  All trips must be approved by management and will be offered according to seniority. The trip must be considered educational by management to qualify for time and expense money under the program. A more precise written office procedure will govern the distribution and communication of trips with associates in each office. 

2.  Educational Trip Days and Expense Money allowed per associate per year will be: 

2 Working Days and $300.00 per Associate & $500.00 for Branch Managers   
(Educational Trip Money has been suspended until further notice)

3.  First Year of Employment:  After one year of employment, the associate receives educational trip days and expense money for the balance of the current year (prorated based on employment start date), plu s full credit for the following year. After that, benefits are based on calendar year.   Prorated benefits cannot be carried forward to the following year; however, the following year benefits can be used in current year up to 5 days maximum. 

4.  Employment Status Changes: 

         A. Full-time to Part-time - Part-time employment policy applies, except that one year waiting period is waived when the associate has at least one full year of employment. 

         B.   Part-time to Full-time - Eligibility for benefits will be based on the date the associate enters into "full-time" status.

5.   “Carry-Forward” of Educational Trip Expense Money:
 Educational trip money should normally be utilized by the associate in the current year; however, carrying-forward to the following year is allowed when the purpose for the carry-over is to put together a “higher value” trip that would otherwise not be available to the associate, i.e., cost for the trip is greater than what the associate has available in the current year. The following guidelines apply in these special situations: 

  A. A minimum of 50% of associate’s current year educational expense money must be carried forward; deposits by associates into the fund in order to reach the minimum are not allowed.  

         B.  Management approval (educational value of proposed trip) and accounting approval (expense money available for carrying forward) must be obtained prior to year-end in the current year. 

         C. Carry-forward expense money must be utilized in the following year on a single trip only. If carried over expense money is not used in the following year by the associate, its use is forfeited.  

         D.  Applies to expense money only, not time. 

          

6.  Part-time associates are eligible for travel benefits after one year of part time service. Part-time associates are eligible for upcoming year benefits if planned; fixed work schedule for the foreseeable future equals or exceeds 20 hours per week. Part-time associates benefits are a flat $150 expense money only, regardless of part-time service; no paid time off. Outside Sales associates do not participate in this program. 

7. It is a requirement that all associates participating in approved educational trips make a full written report on their complete experiences. Oral reports (normally at staff meetings) are encouraged but not mandatory. Suggested formats are available from branch managers. Written reports are due within 2 weeks of return from trip or educational time will revert to vacation days. 

8. An educational trip reimbursement form must be completed for all money reimbursements. Receipts are required for all expenses submitted for reimbursement. 

Expenses eligible for reimbursement are: 

(a)  Transportation - air, rail, cruise, car rental, transfers, taxi, parking, tolls;
(b)  Lodging or accommodations;
(c)  Meals;
(d) Tickets for tours, shows or theme parks that are not one-time events;
(e) Tips applicable to the above, which are supported by receipts.  

Spouse/companion expenses (that are distinguishable) and alcoholic beverages are not reimbursable under the policy. 

9. Advances of Expense Money:  With adequate notice and management approval, the company will advance expense money up to the limits of the associate's trip account. First, the company will pre-pay vendors for up-front costs required to book the trip. Payments must be made direct to the vendor by the company. Secondly, the company will advance expense money to assist with incidental trip expenses (a $25.00/day per diem is the maximum amount allowed). All advance money must still be supported by receipts upon return from trip. 

10.  Expense Reports:  are due within 2 weeks following trip completion. If advances of expense money are involved (and report is not received), company maintains the option to deduct the amount of advances (plus $25.00 service charge) from associate's next paycheck. 

11.  Trip Expense Account Balances: Each associate is expected to monitor the balance of his/her educational trip expense account. Upon request, accounting will provide associate with a report reflecting his/her account balance. If the limits of trip account are exceeded, the company maintains the option to deduct the amount of the overage (plus $25.00 service charge) from associate's next paycheck. 

When requesting account balance information from accounting, please provide them with your expense account number. (Refer to N*-C7D0-SINE).

Free Airline Tickets 

Free Ticket Update:  Since the airlines have cut back on giving out free tickets, Spears will be very limited in supplying tickets to agent.  We will to continue to negotiate with the airlines for free tickets but we can no longer guarantee their availability. 

Associates who are provided free tickets, are expected to conduct themselves in a business-like manner while representing our organization, both in dress and actions. They should avoid creating an impression that would be inconsistent with the Christian values, standards and mission statement of our company. 

Consequently, unmarried couples (unless related), will not be approved to travel together. Exceptions due to unusual circumstances will be taken into consideration. Recipients of these tickets will realize the importance of adhering to policies reflecting the known sentiments of Spears Travel. Please be aware these tickets are not obligatory, but are given on the discretion of management for education and business purposes. 

 Within the company, there will generally be two types of free ticket incentive programs in place with the different airlines at any one time: 

     Primary Programs - programs that provide the greatest overall benefit for all parties (i.e.   airline, company, associate, customer); generally limited to one airline; promoted and discussed openly at staff meetings. 

     Secondary Programs - programs that are not highly visible nor promoted with associates so as not to distract from primary programs; if these programs happen to earn something, it's considered a plus. 

The following applies to all free airline ticket availability and distribution within the company: 

1.  Free airline tickets awarded to associates through drawings at travel conferences, vendor seminars, trade shows and other non-company sponsored events are the property of the associate and are not subject to this policy. However, Spears Travel standards still apply.

All other free airline tickets earned/awarded as a result of sales productivity, incentive, promotional programs, etc., with the airlines, where the company operations are a contributing factor, will be turned in and distributed in a manner consistent with the balance of this policy. 

2.  To assure consistency, free airline ticket availability and distribution will be monitored and controlled through a central administration point within the company. All requests for free airline tickets by agency personnel must have written approval from the office manager, and then must be submitted to the central administrator. All managers must have written approval from their direct supervisor. Unless specifically authorized by management, agency personnel will not make direct requests to the airlines regarding free airline tickets. 

3.  Other Employees - After the initial six-month introductory period, all agency personnel are eligible to receive free airline tickets. Part-time associates are eligible for free ticket benefits if their planned, fixed work schedule for the foreseeable future equals or exceeds 20 hours per week.  Outside Sales associates do not participate in this program. 

4.  Ticket Distribution Process

     A. The initial distribution of any free tickets to associates will be based upon the sales productivity efforts of each individual branch office, as follows: 

           (1)  Generally speaking, the potential distribution of free tickets to branch office personnel will occur on a quarterly basis after the results of the airline sales incentive programs are known.

           (2) If the branch office meets or exceeds the quarterly goals of the primary and/or secondary airline incentive programs, and free tickets are earned, tickets will be distributed on a seniority basis within the branch office up to the point where each associate receives one free ticket (free ticket may be for associate only, or may include companion and/or different destinations, depending on what's received from airline.)

           (3) The branch office must meet the goals of the quarterly incentive programs to be eligible for the ticket under this initial distribution process.  Regardless of the outcome of the quarterly program all associates are eligible for excess free tickets if available), as described below. 

    B.  If there are excess tickets, after the initial distribution to branch office personnel, they will be put in a company pool to be      distributed based on requests received: 

(1)  All requests for free tickets must be submitted using the new Ticket Request Form.  Request should be submitted as early as possible, to allow adequate time for consideration.

         (2) Requests will be honored based upon need and type of trip. Trips for business purposes will receive priority at this stage, closely followed by Educational trips and then personal requests.

         (3)  If there are multiple requests for tickets for Educational trips, and after discussion with associates it is determined that trips are of equal value, a drawing will decide the recipients of free tickets.

         (4)  If there are multiple requests for tickets for personal trips, and after discussion with associates it is determined that trips are of equal value, rotation/productivity will decide the recipients of free tickets.       

5.  Company earned tickets - Any tickets earned by overall company sales productivity/incentive efforts will be reserved for special incentive awards/contests for associates. 

6.  A major objective of the program is to eliminate unused/expired tickets. Therefore, associates are required to return unused free tickets and certificates to the pool immediately after cancellation of trip. 

Also, expiration dates of tickets in the free ticket star will be monitored. When a ticket reaches 30 days prior to expiration (and associate has no plans for usage of assigned ticket), the ticket will automatically be returned to the company pool for redistribution under the Ticket Distribution Process described above. 

If a ticket reaches 14 days prior to expiration, and a usage has not yet been determined, a fire sale will generally be declared and the ticket will again be offered for distribution through the normal process.  However, tickets received through a fire sale are not tallied against the associate in terms of eligibility for other free ticket options. (i.e. through seniority, rotation, etc.) 

7. While it will be difficult to precisely allocate free tickets, the following percentages will be an objective for allocating and prioritizing the usage of free airline tickets across the company: 

         Educational Travel - 50%
         Business Travel – 30%
         Personal Travel - 20% 

Conformity To Industry/Vendor Regulations & Practices: 

1.  All Spears Travel ARC and IATAN lists will be prepared in compliance with the latest industry/vendor regulations and practices. 

2.  Spears Travel travel benefit policies are subject to conformity with industry/vendor regulations and practices.  Should differences occur, industry/vendor regulations and practices prevail over Spears Travel policies, however, our travel standards still apply. 

3.  Industry/vendor regulations and practices govern travel benefit areas not specifically covered by Spears Travel policies and procedures.

First Class Travel 

Multiple coach certificates cannot be used for confirmed first class tickets.

Discounted Airline Tickets 

Any discounted airline ticket program that is available to the branch office is available to all associates at that branch to use, subject to vendor restrictions and company policies. Branch managers should be contacted for details.

Miscellaneous Travel Perks 

Family Travel Discounts - Company will reimburse commission income for personal travel by an associate's immediate family (spouse/children or parents/siblings) if associate's household is primary means of support. This applies to air travel, tour packages and cruises. Please submit check request and copy of invoice to accounting. 

Other Discounts

Contact branch managers for information regarding hotel, rental car, airport parking and other discount programs generally available to agency personnel.