These guidelines are designed to ensure that our workplace remains organized, professional, and welcoming to every customer. They also help us work as a team and support one another in making the season as smooth and enjoyable as possible. Please read through the following rules and expectations carefully and reach out if you have any questions. We are excited to have you on board and look forward to another wonderful season together!

Be Cheerful and Friendly: You represent the magic of Christmas! Greet every customer with a smile and make them feel welcome. Our goal is to create joyful memories, so engage with customers in a warm, positive manner that reflects the festive spirit of Santa'Ville.

Maintain a Professional Appearance: Dress appropriately in your uniform and adhere to the grooming standards outlined by Santa'Ville. Keep your workspace clean, tidy, and festive to provide a welcoming environment for customers. Professional attire is required; sweatpants and overly casual clothing are not permitted.

Punctuality is Key: Arrive on time for your shifts, ready to start work promptly. Being early is encouraged, especially during peak holiday periods. If an emergency or delay occurs, notify your manager as soon as possible. Clock in only when you are physically at the kiosk or store.

No Use of Phones or Headphones: Personal phone use during work hours is prohibited unless it’s an emergency. Phones should be kept on silent, and your focus should be on assisting customers and completing your tasks. Headphones are not allowed to ensure staff remain attentive and approachable.

Follow Store Procedures: Adhere to all store opening and closing guidelines, completing tasks on the daily operations checklist. This includes updating inventory, restocking items, and ensuring that the store remains clean and organized throughout the day.

Provide Exceptional Customer Service: Listen to customer needs, offer helpful suggestions, and assist with any questions about our products. If you are unsure of an answer, ask for help or direct the customer to a manager. Always strive to create a positive and memorable experience. Make sure to greet all customers and remain vigilant, ensuring no customer is left unattended.

Handle Products with Care: Our ornaments and decorations are both delicate and personalized. Handle all items with care, especially when packaging and preparing customer purchases, to ensure they receive their products in perfect condition. In the event that a shopper breaks an item, we do not charge them—our goal is to maintain a positive customer experience.

Respect Co-workers and Managers: Maintain a respectful and professional attitude towards your colleagues and managers. Effective communication and teamwork are essential to making Santa'Ville a fun and productive workplace. Offer help when needed and follow instructions from your manager.

Report Issues Immediately: If you encounter any problems, such as customer complaints, product damage, or technical issues, report them to your manager immediately. Open communication ensures smooth operations and quick resolution of any issues. Make sure to also report broken or damaged inventory and any inventory discrepancies to your manager.

No External Work or Food at the Store/Kiosk: Employees should remain focused on Santa'Ville duties during work hours, meaning no external work (e.g., homework). Additionally, food is not permitted at the kiosk or store to maintain cleanliness and professionalism—take your food breaks in designated areas.

Take Initiative: If you see something that needs attention—such as a messy display or a customer needing help—act on it immediately. Don’t wait for instructions; be proactive in ensuring smooth store operations. Use any downtime effectively by organizing, cleaning, and making sure everything is ready for the next rush.

Safety First: Ensure all safety protocols are followed to protect both staff and customers. Be especially cautious when handling fragile ornaments and decorations or when managing large crowds. Keep the workspace free of hazards, and ensure walkways are clear.

Adhere to Company Policies: Follow all Santa'Ville policies, including those related to social media conduct and confidentiality. Upholding the company’s reputation is critical, so be responsible both on and off duty.

Respect Store Traffic Flow: Ensure that customer traffic at the kiosk is managed smoothly, especially during busy times. Avoid huddling at the artist or cash station to keep things flowing and ensure customers feel welcome at all times.

Clock-in and Punctuality: Clock in only when present at the kiosk or store. Clocking in from another location may result in disciplinary action. Staff are encouraged to arrive 10-15 minutes early, especially during peak season, when openers must arrive before the mall opens.

Teamwork and Communication: Collaboration is key. Help your co-workers when needed, and make sure communication between the team is clear and effective.