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Non-Profit Training. SM. Concessions. Today’s Agenda. Our Work Rules and General Information Concessions Alcohol Food Safety GuestPath PCI Go into a stand. General Information. Sportservice Directory. Teri Heath- Non profit Coordinator Eric Sampson- Club Level Manager. - PowerPoint PPT Presentation
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Non-Profit Training
Concessions
SM
Today’s Agenda
1. Our Work Rules and General Information
2. Concessions
3. Alcohol
4. Food Safety
5. GuestPath
6. PCI
7. Go into a stand
General Information Sportservice Directory
Charlie Millerwise- General Manager
Mike Liedl- Concession Manager
Teri Heath- Non profit Coordinator
Eric Sampson- Club Level Manager
Rules & Regulations Lockers• No bags above service level (only clear bags 12”x6”x12” allowed
in the building)• Assigned Lockers- Sportservice is not responsible for lost and
stolen items
Breaks/Meal• Before doors open or after the start of the 4th quarter,
with stand manager approval• You may not eat on the concourse, or in front of the guest• You may consume soda in a courtesy cup only, and a meal of
either a hot dog, brat or pretzel with cheese. All other meals must be paid for.
• Meal tickets may only be redeemed at concession stands, not portables
Rules & Regulations Lambeau Field is a smoke free building- this includes
smokeless/ e-cigarettes Cease service when the National Anthem begins.
Resume service once it is completed. Cells phones are not permitted You and your group are responsible for all money,
shortages will be taken out Soliciting of tips is not allowed. Monies will not be
returned if you are caught doing so. You are allowed to accept tips, all tip containers must be kept below the counter and out of sight of guest.
Extra Information Enter building at volunteer entrance located on the
northwest corner of Lambeau Field Volunteer Report Times are generally 2 hours before
gates open to the public Volunteer entrance will close ½ hour before gates open Groups will be allowed to come in day before game to
do pre-count In the event that the building needs to be evacuated all
associates must meet at the Veterans Memorial
Proper Uniform Hat: Clean Lambeau Logo Black Hat; bill facing
forward; no tags (groups may use their own hats) Shirt: Clean, pressed, well maintained blue
Sportservice Shirt. Shirt is tucked in. Pants: Black pants, that are clean, pressed &
worn on hips. No cargo, no jean or mesh (athletic) material.
Shoes: Black clean tennis shoes- no open footwear of any sort!
Name Badge: Opposite side of the Lambeau Logo Jewelry & Piercings: No body piercings other than
one earrings per ear (no larger than a quarter). No fake finger nails or bedazzled nails Always a smile
Concession Areas• Areas are clean and free of fingerprints,
smudges, debris
• Food items are properly stored, dated and rotated
• No visible hand-written signs
• Do not Re-Use Cups, a new cup must be used every time
Game Day Time Line 7:30-8 AM Groups Arrive and
check in, pick up binders 8:15-8:30 Stand lead goes to
stand and begins inventory/cash lead goes to cash room
8:30 Stand attendants begin to set up stand (stock coolers, box popcorn, etc.) as inventory is completed. Equipment is on and heating
9:00 Groups have a huddle, assign duties. Begin cooking brats, hot dogs, hamburgers, pizzas.
9:45 Begin fryer items, get a good number set, ensure they will hold temp.
10:00 Gates Open…SMILES on!! 12:00 PM Kickoff…GO PACK GO! 1 Get ready for Halftime have food
cooked and ready to be served 1:30 approx…Halftime begins, this is
another rush…BE PREPARED 2:00 Slower time, clean, get back of
stand ready to count 3:00 End of game, close shutters,
count ending inventory, cash, and record all paperwork. Cash back to cash room, clean stand, check with supervisor before leaving.
Sample Coupons
Designated Driver Coupon. Listed are; the item, the game, and what stands can accept this coupon Employee Meal
Ticket This is for all employee and non profit members. Notice the Date, Item, and name of employee.
Questions?
12
Techniques for Effective Alcohol Management
A Comprehensive Alcohol Management Program
for Sports and Entertainment Professionals
“JERK” How do you know when
a person is impaired due to drinking too much alcohol?
What signs does an impairment person display?
JIRC-Signs of Impairment Judgment
Annoying others, inappropriate jokes, drinking faster,
Inhibitions Loud, overfriendly, relaxed, mood swings
Reactions Lose train of thought, glassy eyes, light two cigarettes, lighting
the wrong end of a cigarette
Coordination Stumbling or falling, swaying, asleep, dropping things,
unbalanced, fumbling, spilling drinks
15
Tolerate What does it mean to
tolerate something? Everyone has a
different tolerance of pain.
The same is true for alcohol.
Tolerance Tolerance is the body’s ability to mask or hide
Behavioral Cues Tolerance has no impact on the amount of alcohol
in a person’s blood stream A Guest with high (alcohol) tolerance may be legally
impaired A guest may be a .08 and not showing signs of
impairment Tolerance makes it harder to identify signs of
impairment
Absorption Rate Factors• Gender• Rate of Consumption• Age• Size• Strength of Drink• FOOD
Gender
Who do you think will become impaired more quickly, Aaron Rodgers or Green Bay cheerleader? Why?
Rate Of Consumption The faster a person
drinks, the faster they will become impaired.
Age
Who do you think will become impaired more quickly, Clay 26, or St. Vince? Why?
Size
Who will become impaired more quickly, Packer fan or BJ Raji ? Why?
Strength of Drink
The stronger the drink the faster one will become intoxicated.
Listed below is the order of which will get a person impaired fastest to slowest (strictly talking liquor, not beer or wine):
Straight Shot/Carbonated Mixer/Water Mixer/Juice Mixer
Food
What is the purpose of eating while drinking?
Joey Chestnut: World Eating Champion
Absorption Rate Factors Size
Gender
Food
Rate of Consumption
Strength of Drink
Age
Which of these absorption rate factors can we, as servers and sellers of alcohol, control?
Temperature Is temperature an
absorption rate factor? Why do many people
think temperature is an absorption rate factor?
What happens to people who are out in the hot sun?
BAC BAC: Blood Alcohol Content The amount of alcohol in the blood stream The only accurate way to evaluate BAC is a
breathalyzer or a blood test.
Drink Equivalencies Drink Equivalencies- 1 Drink equals:
1 oz of 100 proof spirits = 5 oz of wine = 12 oz of beer (1/2 pure oz of alcohol in each of these drinks)
The body tends to process about 1 pure oz of alcohol per hour
Proof: 2 times the percent of alcohol
Lambeau Field Serves 12oz 16oz and 20oz Beers
Blood Alcohol Content BAC
– For a 150 pound man with an empty stomach over one hour, the following would apply:
2 drinks = .05 BAC
4 drinks = .10 BAC
8 drinks = .20 BAC
12 drinks = .30 BAC
Evaluate the Individual Alcohol is a depressant. Alcohol effects everyone differently every time they
consume it. Every time you serve an individual, you must evaluate them
using the Signs of Impairment and the Absorption Rate Factors.
Time is the only way to get alcohol out of ones system or “sober up”. There is no magical way to sober up such as coffee or water.
Alcohol and Other Drugs: When alcohol is used with other drugs there is no way to know the type of effect it may have on someone.
Serving Scenarios Jessica walks up to the stand as
pictured to the left. She orders 2 large Miller Lites. Can you serve her the 2 Lites?
31
Serving Scenarios Katie and Jessica walk to the
stand. Jessica (pink) orders two Sharps and a High Life. Can you serve her?
32
Serving Scenarios
Jess walks up to you for the first time. She has a partial beer in her hand. She orders one Miller Lite. You ask for her ID, but she does not have it. What do you do? Can you serve her?
Serving Scenarios A guest comes up to you and asks
you for 2 Miller Lites & a High Life. You inform the guest that you can only serve him 2. He says his buddy is in the bathroom and that he will give you a $10 tip if you serve him the 3 beers. What do you do?
REMINDER All types of alcohol can cause
impairment!!! What are some examples of
beverages that contain alcohol?
Intervention Guidelines
1. Avoid Escalation
2. Make Clear Statements
3. Use first person “I”
4. Be nonjudgmental and non-threatening
5. Provide reasons for your action
6. Use indirect strategies
Seller / Server Guidelines ID Guidelines
• Ask for positive ID – don’t guess
• Ask for more proof if you have any doubts
• Know where the alcohol is going
Cut-off Guidelines• Say “No” (I’m sorry I can no longer legally serve you)
and move on. Keep the line moving.
• Give clear reasons and don’t judge the guest. Never say “You’re drunk.”
• Call for backup if the guest makes trouble.
Checking IDs
It is ILLEGAL to have an altered ID Ask the guest to remove the ID. Thoroughly examine the ID. Ask questions to quiz the guest about the ID. Ask for a second form of ID if necessary. If in doubt, don’t sell.
Wisconsin License
In this license the letter “S” serves as the first letter of the subject’s last name.
The 9th, 10th and 11th numbers indicate gender. If the number is under 500 the subject is male. If the number is equal to or greater than 500, the subject is a female. In this example the subject is female.
The 7th and 8th numbers indicate the birth year. In this example, the subject was born in 1982.
Wisconsin License
Wisconsin License
Reasonable Efforts
Check IDs Communicate policies Train employees Documentation Cut-off intoxicated guests Alcohol Limits
Cut-Off Times Offer alternative
beverages Designated driver
programs Work with police and
security
The steps that all employees are legally expected to take to prevent alcohol-related problems or injuries
Understanding Liability Documentation
• Recording all alcohol-related incidents can help you and the facility track problem areas as well as improvement in managing alcohol problems
• Who, What, When, Where• Don’t Admit fault• Tracks trends• Sheets found in every location
Understanding Liability Common Negligence
• Broad laws based on prior court cases, not specifically addressing alcohol
• This law applies to all Associates such as ticket takers, ushers, concessions workers
Dram Shop Liability• Alcohol-specific laws that apply to establishments that
provide alcohol• 3rd Party• Aramark Case is an example• This law applies to Servers and Sellers
Discipline PolicySingle Infraction Resulting in Termination from all DNC
Locations: Serving a visibly intoxicated patron; or Serving a minor; or Any other violation of law; or Service of more than the allowed number of drinks to a
patron (2); or Violation of a rule established by Lambeau Field/SS/DNC
in which associates have signed a written acknowledgment that a single violation will result in termination
Discipline PolicySingle Infractions Resulting in Indefinite Counseling & Retraining:
Failure to proof anyone appearing 40 years or younger (not resulting in the service of a minor); or
Any other violation of our Corporate Alcohol Policy (other than the service of more than the allowed number of drinks to a patron-2); or
Violation of any unit specific alcohol service rules, if there is no written acknowledgement by the associate that a single infraction will result in termination
Alcohol Sign-OffsTraining Sign-Off:Each year you will go through alcohol training. The first year, and every third year there after, you will become certified or recertified. After each training each year, you will asked to sign-off on the alcohol training and alcohol policies.
Daily Alcohol Sign-Off: Each day you will be responsible for READING the alcohol policy and SIGNING the daily alcohol sign-off sheet.
Alcohol Shops & StingsEthical Equations Alcohol Shops:
At least once a month, if not more, a third party independent company will come in to “Secret Shop” associates in regard to the alcohol policy.
They are looking to see if associates ID, serve more than 2, and/or rehash.
Again, if caught serving more than 2 or rehashing, it is termination.
If caught not ID’ing, this will result in an indefinite counseling & retraining. Second time is termination.
GBPD/Brown County Sheriffs Sting Operations:
At least once a month, if not more, the GBPD, will conduct a Sting Operation in which they send in their undercover safety training officers to see if our associates are serving minors.
They will present a REAL ID that says they are under 21.
If you ask the person if they are 21, they will answer honestly.
Again, if caught serving a minor, it is termination.
Venue Policies• ID anyone who appears to be 40 years or younger• Alcohol sales cease at the end of the 3rd quarter (end of game
for club level)• 2 Alcoholic Beverages per person (valid ID required if person
appears 40 years or younger) may be sold at one time• Alcohol may only be sold to guest 21 years or older• Refuse to sell to guests who appear to be intoxicated• Sportservice reserves the right deny the to service of alcohol • REMINDER: A partial alcoholic drink is considered one drink; therefore, if a guest has a partial drink, you may only serve them one more alcoholic beverage.
Food Safety
Food Safety Prevent contamination from associates Begins with clean hands, clean work
station, and clean equipment Receiving and storing food Cooking and holding temps
Wash Hands and Arms1. Wet hands with
warm water
2. Use soap
3. Rub hands briskly together- 20 seconds
4. Rinse hands under running water
5. Dry hands on paper towel
Prevent Contamination by Associates Wash your hands Use utensils to handle
ready-to-eat food Minimize bare hand
contact with exposed food Keep utensils and food
prep items clean, and stored
properly
If sick don’t come to work
Cold, flu, runny nose, sore throat
Diarrhea
Vomiting
Infected cut, burn, or sore
Receiving & Storing Food Refrigerated food < 41°F (5oC) Cooked food > 135°F (57oC) Food labeled frozen
must be frozen and stored below 1°F
No evidence of temperature abuse
Packages in good condition
Keep raw meat away from ready-to-eat foods or store on bottom shelf
Separate different types of raw meat
Store food in clean, covered containers
Label food containers Dry foods kept in a dry
clean area, 6” above the ground
Calibrating a Thermometer
Cooking and Holding Temps Temperature “Danger Zone”:
41oF (5oC) and 135oF (57oC) Hamburger: 155°F (68oC) Brats/ Hot Dog: 155°F Chicken: 165°F Hold hot food
>140°F(monitor) Hold cold food <40°F
Questions?
Welcome to the GuestPath®Introduction to the Universal Service
Standards A Focus on our External Guest
Workshop Objectives What is GuestPath®. Understand the importance of Complete Guest Satisfaction. Understand our roles in ensuring Delaware North Companies
meets its promise of “Creating special experiences one guest at a time.”®
Understand the meaning and importance of Universal Service Standards.
Articulate and demonstrate the Universal Service Standards that support the Delaware North Companies service promise: “Creating special experiences one guest at a time.”®
Make a commitment to continuously practice GuestPath® Universal Service Standards on the job, “Creating special experiences one guest at a time.”®
Our GuestPath®Service Promise
Creating special experiences one guest at a time.®
Types of Guest
External Guests
Internal Guests
Its important that we show the same courtesy and respect for both.
4 Key Elements of Service Delivery
Be prepared for work.
Greet your guests. Use the Guests’ name.
Thank the guest.
GuestPath Continuous improvement process focusing on Guest Service Creating special experiences one guest at a time.®
Universal Service Standards:
1. Professional appearance & grooming2. Attentive posture3. Gracious and friendly service4. Using the guest name5. Greeting guests6. Thanking the guest7. Teamwork8. Pride in facility maintenance & appearance9. Product knowledge & associate skills10. Telephone courtesy standards
GuestPath®
GuestPath®
GuestPath®
GuestPath®
GuestPath®
Guest Experience
1) Greet the guest pleasantly, cheerfully “Welcome to Lambeau Field! How may I help you?”---Smile
2) Take their order, offering the larger if no size is specified and offer one additional item. Record each item into the register as they tell you.
3) Repeat the order back to the guest to ensure accuracy
4) Advise guest of total, if paying with a credit card or you have checked an ID use the guest name.
5) Assemble order following order filling sequence, Cold items first Hot items last
6) Thank the Guest, trying to use their name for coming to your stand. “Thanks Charlie, enjoy the game!”
Once you enter the orderThis is your screen:
Group Name
LocationTime
(Make sure this is correct)
Subtotal
The Order
Large SodaBratwurst
Handling Guest ComplaintsMake Your Impression
L.A.S.T.• Sincerely listen to the complaint or issue• Apologize for the issue• Attempt to solve the problem or call for a supervisor or manager• Thank the guest for their patience, bringing the issue to your
attention, etc.• Follow-up with your supervisor or manager regarding the issue• Inform your Stand Lead of any gratis/spoilage
Questions?
PCI Compliance at Delaware North
Awareness. Accountability. Compliance.
Associate Training
What is PCI? Payment Card Industry
PCI Security Standards Council
• Founded by American Express, Master Card, Visa, Discover and JCB International
We obtain signatures on transactions over $50 We offer guest a copy Secure a copy to be turned in at the end of night
PROTECT CREDIT CARD INFORMATION
Lost Credit Cards• Place in sealed envelope• Write name on the card on the envelope• Place in locked drawer or cabinet until you can
give to Supervisor• If guest comes back, check ID-make sure it
matches (can’t be cardholders wife, husband, or child)
• If guest does not come back turn in with cash at the end of the night to the cash room.
The End
Thank you for attending
Have all paperwork signed and ready to be collected