Conflict Solving

When issues arise, Book A Santa takes a calm, respectful, and solutions-focused approach. 

We:

• Speak directly with everyone involved to understand all perspectives

• Aim for a mutually agreeable outcome that respects both Myer’s standards and the well-being of our performers

• Keep communication clear, timely, and professional throughout the process
  
  

Our goal is always to resolve concerns quickly and constructively, ensuring the campaign continues smoothly.

Performer Conduct Expectations and Dismissal Policy

At Book A Santa, we pride ourselves on professionalism, respect, and creating magical, welcoming experiences for all customers.
While rare, situations may arise where a performer’s conduct requires immediate action.

Zero Tolerance Offences 

The following behaviours will result in immediate dismissal:

• Smoking while in costume, on-site, or in public view:

  • If a performer needs to smoke, they must completely change out of their costume and remove any identifiable Christmas features.

  • Smoking must occur off-site, preferably not within the same shopping centre.

  • Upon return, performers must wash their hands, use mints or mouthwash, and apply deodorising body spray.

  • We strongly advise performers to limit smoking to private time outside of work hours.

• Being under the influence of alcohol or drugs while on site, in costume, or when representing Book A Santa.

• Serious breaches of Book A Santa's Values, including but not limited to:

  • Racism

  • Sexism

  • Homophobia

  • Transphobia

  • Any discriminatory or offensive behaviour

• Failure to attend a shift without reasonable explanation or communication.
  
  

Performance Coaching Areas  — Not Grounds for Immediate Dismissal

The following are not reasons for immediate dismissal but may require coaching, discussion, or formal warnings:

• Personality clashes between performers, staff or customers. 

• Minor or unsubstantiated customer complaints.

• Isolated lateness where reasonable communication is made and lateness is outside the performer’s control (e.g., traffic delays, public transport disruptions).

• Social Media Naivety:

  • While we advise performers to be cautious about sharing images or posts relating to their work, we recognise that some performers, particularly older individuals, may be less familiar with social media best practices.

  • We prefer to guide and educate rather than penalise first-time or accidental mistakes where no harm was intended.

Our goal is always to work with our performers constructively, but we are committed to protecting the reputation of Book A Santa, Myer, and the magical experience expected by all families and customers.