Instructions to PORTERS, ATTENDANTS and BUS BOYS

THE PULLMAN COMPANY August 1, 1952

FOREWARD
Courtesy is an act of kindness, or a duty performed with politeness.

One who is always courteous merely shows in a natural way his wish to be kind.

Employees should study how to help all patrons to use the cars so they may enjoy the advantages of all conveniences offered and obtain the maximum benefit therefrom. The first thing is to learn what duties are, then the best way to do them quietly and quickly.

Do things before you are asked, and hard tasks become easy.

The employee's primary duty is to satisfy passengers, giving special attention to those who are ill or infirm and children traveling alone. Unusual cases should be handles with good judgement.

When passengers request privileges that cannot lawfully, properly, or safely be granted, they should be politely informed that the request is beyond your authority. Do not resort to the expression "it is against the rules", but explain the matter in such a way as to avoid giving offense.

The reputation of the service depends as much upon the efficiency of employees as upon the facilities provided by the Company for the comfort of it's patrons; it is, therefore, imperative that you be obliging and courteous to passengers- alert to anticipate their wants and diligent and cheerful in executing orders.

GENERAL INSTRUCTIONS
The Conductor, car owner, and/or operators of the car have jurisdiction over all car service employees on cars in their charge, and are responsible for their performance and for coordination and harmony between all members of the crew.

The porter or attendant is required to wait upon passengers, assist them with their baggage, shine shoes, prepare berths, keep the car, linens, and equipment in orderly and cleanly condition, attend to all other duties requiring his attention and carry out such instructions as the conductor, car owner, or operators may give him.

DISCIPLINE

The Company requires employees to give the best service possible. Consideration of the passengers' comfort and welfare is the prime requisite. Indifference to passengers needs and grudgingly or carelessly performed duties serve only to drive away business. The success of the Company depends upon the rendering of the highest type of service by car service employees.

An employee charged with a dereliction of duty or breach of any of the prohibitions or regulations will have full opportunity to explain his actions. A major dereliction of duty will subject the offender to suspension from duty or dismissal. A less serious infraction or failure will result in the issuance of a "caution", "reprimand", or "warning" as the circumstances warrant.

Any of the following derelictions will subject the employee to discipline:

Transporting, using, or having possession of intoxicants or narcotics of any kind while in service or deadheading, or while on Company or railroad property.

Smoking or chewing tobacco or gum while on duty.

Using profane or obscene language while on duty.

Resort to violence of any form.

Carrying weapons on his person, in his baggage, or in the car.

Visiting employees in other cars.

Absence for an extended period from car or train without authorization.

Sleeping on duty or sprawling on seats.

Criticism to passengers of any railroad, it's personnel, service, cars, equipment, etc.
PERSONAL APPEARANCE

An employee must be clean and in neat appearance, (no sideburns, mustache, or beard), shall wear clean linen and maintain proper body hygiene.

Only the proper uniform designated by the Company may be used. Such uniform must be worn while an employee is on duty, whether in active service or deadheading on cars. All employees must wear black shoes and keep them in clean, polished condition. The employee must wear a clean white shirt and collar, and black or dark blue four-in-hand tie with no figures. Attendants, bus boys, or other employees who wear white coats cut military style shall wear black bow ties. Uniformity of appearance is required. While in service, porters and attendants must keep their coats fully buttoned.

White coats shall not be worn either under or over blue coats. Torn, soiled, ill-fitting coats must not be worn. The white coat shall be worn when performing regular duties inside the car. The same coat used in making up berths shall not be used when serving meals.

Porters and attendants shall wear their uniform caps when receiving or discharging passengers either at terminals or en route whether wearing blue or white uniform coats. The porter or attendant must not wear uniform cap while inside cars during the day or while preparing or putting away berths, or when serving meals, but may wear it at night after passengers have retired and before passengers arise in the morning. The wearing of any other head covering while on duty is prohibited. Keep the uniform cap in good condition and exercise care to prevent it's being crushed, broken, or otherwise damaged.

DEADHEADING

While deadheading on car, the porter or attendant shall check and put away linen, look after equipment, keep the car clean and use the designated porters section or bed in the smoking room or upper #1 when car has no smoking room. In cars with rooms only, the porter will use an upper berth in a room, hang the curtains and leave the door open.

Deadhead cars are usually placed in the most convenient position for handling and end doors shall remain unlocked to permit train crews to pass through.

Should a car be cut out, the porter shall remain with the car until relieved or otherwise instructed.

Wrecking tools must not be used for other than the purposes intended.

CARE OF PASSENGERS
Everyone likes to be recognized as a separate and distinct personality- an individual rather than merely part of a group; private car passengers are no exception to this rule. Pullman service was made famous by the individual attention given to each passenger and all employees are expected to uphold the established service standards.

First impressions are often lasting; therefore, it is important that passengers be received in such a manner that they will feel their patronage is appreciated.

Politeness and courtesy are prominent qualifications of a good car service employee and their importance must not be over looked. Passengers must be given a courteous greeting as they approach the car. The employee who says "Thank you, sir" or "madame" and informs the passenger that he will be glad to be on further assistance has begun to make a friend of himself and the Company.

When loading passengers, the porter or attendant shall station himself at the entrance to his car, facing the direction from which passengers will come. Avoid a poor appearance, such as leaning on cars, hands in pockets, etc.

The employee must call the passenger's attention to all of the berth ventilation controls and to all facilities in rooms, such as individual ventilation controls, folding beds, toilet facilities, etc., and explain their operation. The employee shall also inform the passenger of the club, lounge, observation, or dining facilities available and mention the hours these facilities are available and their location in the train.

All employees shall observe regulations of the railroads when lifting transportation or receiving passengers whether on trains, platforms, or in terminals.

At station stops en route, employees must get out on the ground, place step box in position and be ready to assist passengers. In every case, employees shall make sure that passengers being received are on the right car, on the right train.

Three minutes before departure, employees will announce in a distinct but not loud voice, "All aboard, all visitors off please," throughout the car, making certain visitors who may be in rooms as well as those in the body of the car are advised.

Keep vestibule and trap doors closed and latched while train is in motion. They shall also be closed at stations after "All aboard" signal is given before the train starts and not opened until the train stops. When either in the open or closed position, they shall be latched securely.

Always place folding type car steps in full open or full closed position. When partially opened, they project beyond the sides of the car and there is possibility of damage or injury when clearances are restricted. Operate steps only when car is not in motion.

Offer pillows to passengers for their added comfort in sleeping cars during the day, afternoon, and early evening. Pillows must have fresh, clean slips.

When passengers make complaints, the employee shall attempt at once to correct the condition complained of.

Call bell system. Each car is equipped with a call system whereby a bell or chime will sound when a call button, located in each of the accommodations, washrooms, at end doors, etc. is pushed. The location from where a call is made will be indicated on the annunciator panel. Always be alert to the sound of the call bell and answer call promptly.

The porter when on duty at night, except when attending to other service shall occupy either an end seat or the camp stool so placed as to command a full view of the aisle. He shall not leave his chair except to receive or discharge passengers, or to patrol the car he is guarding.

Occupancy of cars in stations after arrival. Employees shall notify passengers of occupancy privileges where car is parked at station after early morning arrival. Inform passengers of the arrival time and how long they may remain in the car.

Calling Passengers. Calls shall be made by the porter or employee relieving him. If call is for a definite time such as 7:30 a.m., call the passenger at that time, regardless of whether the train is delayed. If call is for a certain amount of time before arrival, call the passenger the specified amount of time before arrival, making allowances for train delay. When calling passengers, the porter must not under any circumstances part berth curtains, or under any circumstances place hands inside berth curtains.

Awaken passengers in rooms by use of the door buzzer or door knocker. In all cases employees shall explain to room passengers before they retire that answer to call may be made by pressing call button or knocking on the door. Employees, at an opportune time, shall always make polite inquiry of passengers as to how they rested.

Porters or attendants shall locate passengers at least 10 minutes before arrival at destination.

Porters or attendants shall look through cars in their charge at the end of trip to make sure that all passengers are off and that lost property cared for.