CSR Training

2017

What Are the Customer Service Representative’s (CSR’s) Responsibilities?

The CSR is responsible for taking and filling guest orders, cashiering, providing a high level of guest service and maintaining a friendly, courteous and professional manner. The key to any successful organization is teamwork. Our goal is to ensure a fair distribution of the workload, cooperation, and good working communication among all the team members. This approach is essential to insure the highest level of service and quality to our guests. CSR Responsibilities:

Report to your assigned concession location and receive duty assignments from the Stand Leader.

Take and fill guest food and beverage orders.

Maintain a friendly smile and an attentive attitude when dealing with guests and

fellow employees.

Assist in the safe, sanitary and timely preparation of all appropriate food and beverage items. Maintain a clean, organized work area at all times.

Prepare and serve all items offered for sale at the concession location in

accordance with established procedures, assuring the highest quality standards and adherence to portion consistency.

Responsible for handling cash accurately and responsibly.

Assist with the location set-up and closing tasks as assigned by the Stand Leader.

A task list is posted in each location for your reference.

Maintain strict adherence to the Rose Quarter Alcohol Policies. Responsible for serving beer, if required, in accordance with Rose Quarter and OLCC guidelines.

Insure the recycling and compost procedures are being followed.

Location Set Up When you arrive at your assigned location introduce yourself to the Stand Leader and co-workers. A list of set-up tasks is in each location. The Stand Leader will assign opening tasks to get the location ready to open. It is important to work as a TEAM in order to maintain certain areas of each location during the event. For example, the Stand Leader will need a CSR to be responsible for putting together the condiment units for your location. They will need to monitor the condiment unit during the event to make sure it remains fully stocked and clean. The following set-up items are common to most locations:

If coffee is sold at your location make sure the coffee is prepared for your location. Pre-make a pot of coffee. Make sure the tea rack is fully stocked and that hot chocolate packets are easily accessible. Make sure the coffee condiments (sugar, Sweet & Low, Equal & stir sticks) are filled. Place the coffee condiment unit on the condiment counter closest to your location.

Fill each soda unit with ice. The ice bucket is located near the ice machine in the back of the stand. Make sure that all soda diffusers and nozzles are in each soda unit. If you are working in a portable, go to the nearest open concession stand to complete this task.

Fill the straw dispenser. Once the straw dispenser has been filled, place it on the counter where the condiments are placed. Be sure to check the napkin dispenser on or near the condiment counter. Refill if empty.

Place chargeable items (soda cups, etc.) in their proper location.

Soda cups of each size need to be placed next to each soda unit in the location. Make sure that lids are placed with the cups.

Coffee cups and lids should be placed next to the coffee units.

If your location has ice cream cones, place the cones in the paper sleeves and stack them in the cone holders. Ice cream cups should be placed next to the ice cream units.

Place candy and peanuts in their racks.

If your location has popcorn, pretzels or cookies, begin to make these items.

Make sure that a sanitizer bucket is made and handy; assure that each garbage container has a liner (except the compost container) and that all of the counters are wiped off prior to opening the location.

Make sure condiment bar is fully stocked

Insure that all recycling and compost receptacles are set up and ready to go. Windows for the location should be rolled up 10 minutes before the doors are scheduled to open to the public. Roll the door to about 3” from the top of the window (to the yellow tape). Make sure clutter, such, as stacks of carry out trays are not visible.

Cash Handling Guidelines

The Location Cash Sheet tracks the cash per till in a location. A CSR must be assigned to each point of sale (till) that will be open in a location. VERY IMPORTANT - you MUST verify the cash WITH the Stand Leader each time a cash drop is completed, a till is opened, you purchase change OR a till is cashed out (closed). Cash out procedures MUST be completed IMMEDIATELY after the location is closed. The money in an assigned till SHOULD NOT be handled without the CSR present. CSRs never share a till it is the responsibility of the Stand Leader and the CSR assigned to the till to insure they are the only people in the assigned till. ALL CSRs assigned to a till MUST be entered onto the location cash sheet. Tills are

numbered beginning with drawer #1, starting at the till closest to the door. Opening Bank: The Stand Leader will enter the amount of the bank that is issued to

each drawer on the “bank” line. A CSR assigned to a till must COUNT their beginning bank to verify it is accurate. Once the beginning bank has been verified the location cash sheet is initialed by the CSR next to their assigned till number.

Purchasing Change: Any time a CSR needs to purchase change (quarters, fives, ones, etc.) the change MUST be purchased with funds from THEIR assigned till drawer. Additional money CAN NOT be added to the drawers unless it is change purchased during the event. The CSR MUST initial on the location cash their acknowledgement of receipt of the bank.

Cash Drops: The amount “dropped” (pulled from a till) MUST be verified by BOTH the CSR and the Stand Leader together making the drop. The location cash sheet MUST be initialed by the CSR to acknowledge the transaction. A “drop” reduces the amount of cash in a location, particularly large denominations ($20s, $50s and $100s). When conducting a “drop” the large denominations in a cash drawer (till) should be deposited into the location cash box. “Drops” from the tills will; be conducted often during a busy event and frequently during slower events. This will expedite the checkout process for your location at the end of the event.

Credit Cards: Save all credit card receipts under the cash drawer in your till. Over Rings: An over ring is a transaction that is either entered incorrectly and totaled

on the till or when a guest cancels their order after the total button has be selected on the till. You MUST notify your Stand Leader immediately when an over ring occurs. Print a register receipt for the transaction and write “Over Ring” and the till # you are assigned on the receipt. The “Over Ring” receipt is given to the Stand Leader.

Cash Out: Once your location has closed the remaining cash will need to be counted by you and your Stand Leader.

If for any reason you leave the location before your scheduled shift is over, you must balance out your till with the Stand Leader before leaving.

Note: When a CSR is on break, the till MUST be LOGGED OUT. If a location becomes busy during a CSR’s absence OR you are assigned to a portable, ONLY the Stand Leader is allowed to complete transactions on the CSR’s assigned till. If you are assigned to a portable and a Stand Leader will need to operate the till during your absence, the bank should be verified before you go on break and when you return.

Guest Service

Our focus at the Rose Quarter is to always provide an excellent guest experience. We strive to

provide THE BEST FOOD & BEVERAGE EXPERIENCE IN SPORTS &

ENTERTAINMENT!

Key Reminders:

1. Greet each guest with a SMILE and a “Hi! May I help you?”

2. Make eye contact and maintain eye contact throughout the transaction.

3. Speak clearly and not too fast.

4. Treat each guest as an individual. Don’t interrupt the guest as they speak. Listen, and

repeat back the order to the guest to verify.

5. Suggestive Upselling of food and beverage items…Large Soda with your popcorn? Chili

on your hotdog? Extra Cheese with your nachos?

6. A 10 to 20 second friendly interaction with each guest as you are assisting them provides

the ground work for a pleasant friendly interaction.

7. End each interaction with the guest with “Thank you! Enjoy the show!”

Special orders are accommodated. For example: Bacon/Cheeseburger without cheese; Jumbo Burger without the bun. Suggestive and Up Selling: suggest to the guest products that complement the items ordered: “Fries with your burger?”; “Chips with your hot dog?”; “Large soda with your popcorn?” If a guest doesn’t specify a size, ask if they would like the large size. Always ask the guest if they would like anything else with their order. Anticipate the guests’ needs, act quickly and be genuinely helpful. If a guest becomes upset, don’t take it personally. Stay calm and respond with empathy. “I can see why you’re upset, and I’m sorry you received the wrong item.” Don’t make excuses or blame others, but resolve the situation. Never ignore, dismiss or make light of a guest complaint. You are empowered to do whatever it takes to ensure that our guests are 100% satisfied with our food/beverage quality and service. COMMUNICATE with the guest. Tell them what you can do to resolve the situation and how long it will take. Do not question their perception of the problem – “This hot dog is cold”. Just replace it with another hot dog or something else to make the guest happy. You can always refund their money as a last resort. Let your Stand Leader know of the situation and what you are doing to resolve it. When a product is returned, and the guest is satisfied, the CSR must account for this item. Keep the item and place it in the discard box to be accounted for at the end of the shift. (Return of beer is excluded from this policy. If a guest returns a beer after alcohol shut-off, offer other food or non-alcoholic beverage or refund their money.) Assisting a guest: Some guests may require special assistance in taking their orders, carrying their food, etc. They may not be able to read or see the menus. If a guest needs help in getting to their seat with their order, you should assist them. Let your Stand Leader know that you will be gone assisting the guest.

Sanitation: In order to give the best possible service to our guests, it is important that you are aware of key guidelines in safe and sanitary service. The information below outlines sanitation, health and safety guidelines for the Rose Quarter. Personal Hygiene

Wash your hands, wash your hands, wash your hands! Clean hands are the best way to prevent food-borne illnesses. Every time an employee enters the stand, eats, puts their hands in their pockets, smokes, handles money or touches any non-sanitary surface they should wash their hands prior to handling food. Keep your fingernails short and clean. Limit the amount of jewelry on your hands.

Wear your visor. Your visor needs to be worn from the time you leave employee check in until the end of your shift when you return to employee check in to clock out. It is important to wear your visor in order to keep loose hair from falling into the food and to avoid touching your hair. It is also a part of your uniform. Your hair must also be pulled back away from your face.

Don’t touch your face. Touching our faces is an unconscious habit, so it’s a hard adjustment to make. Remind other to wash their hands when you see them touch their face or hair. Keep your hands out of your pockets, if you do need to reach in your pockets wash your hands immediately afterwards.

Wear a clean and complete uniform. Your uniform needs to be worn from the time you leave employee check in until the end of your shift when you return to employee check in to clock out you are required to wear clean black slacks. They cannot be faded and are in good shape, also full length. (must cover the ankles, but not drag on the ground) Jean material or sweat pants are not acceptable. Wear only non-slip, all black, closed-toed, closed heel shoes. Customers often base the cleanliness of a location on the appearance of the people working in it, so clean, pressed and tidy uniforms are essential.

Tools to Maintain the Sanitary Condition of Foods

Sanitizer Solution. Use the Eco Lab from the three compartment sink. Sanitize all food contact surfaces and equipment. Use warm or tepid water only. DO NOT use hot water.

Tongs. Use tongs to handle hot foods such as hamburgers, hot dogs and chicken. Keep your tongs clean at all time to avoid cross contamination.

Use gloves to work with ready to eat foods such as nachos, waffle cones and hot dog buns. Change gloves often, do not reuse the same pair.

Ice scoops. Use scoops to portion ice into cups. The interior of a beverage cup is sanitary, but the outside is not once your hands come in contact with the cup. Do not scoop ice out of the ice bins with a cup. The ice in the bin will no longer be sanitary. Make sure the handle of the ice scoop does not come in contact with the ice.

Probe thermometer. Concession Cooks MUST use a probe thermometer to assure product is at the proper temperature. Stand Leaders MUST also use a probe thermometer to assure product is at the proper temperature. This is part of your uniform.

Behaviors to Keep Food Safe

HANDWASHING! We can’t say it often enough. The most important thing to prevent food-borne illnesses is to wash your hands. Once you touch non-sanitary surfaces (door handles, face, hair) or objects (money, cases of items from the warehouse, something that has fallen to the floor) your hands are no longer sanitary.

After you have eaten something, wash your hands. When you place something from your hands into your mouth, your saliva is on your hands and then on the next thing you touch.

After you have been smoking wash your hands. When you smoke your saliva can be transferred from your mouth to your hands.

Keep all paper towel and soap dispensers full.

Keep hot foods hot and cold foods cold. Concession Cooks MUST use a probe thermometer to assure that food is at the appropriate temperature.

Use proper utensils to dispense food.

Health and Safety Issues

DO NOT prepare food after handling money. Always wash hands before and after handling food, using the restroom, having hands in your pocket, smoking, coughing or handling raw meat.

General cleanliness guidelines should be followed at all times, including keeping your hair under control (held back from your face and off your shoulders with a rubber-band, barrette, etc.)

DO NOT work if you are sick or have an infection.

Gloves should be worn when you have direct contact with unwrapped food products. They should be changed often and do not reuse gloves.

Always tell the person near you where you are in relation to them (i.e. “behind you”). Just because you are right behind someone doesn’t mean that they know you are there.

All Levy employees and NFP’s must use a cup with a lid and a straw brought from home for tap water or soda only. It must have your name on it and be kept in the back of the stand, NOT in a food service area. No beverage is to be consumed at the front of the stand AT ANY TIME.

Composting

Levy Restaurants has taken steps to reduce its environmental impact and be more responsible about how it handles waste. A green waste container has been placed in each concession stand of the Rose Quarter. Food waste is collected in these containers and sent to a commercial composting facility to be turned into soil for farmers and gardeners. There are some things everyone should know about this program so we can ensure its success:

The green containers are for food waste only and should never be used as a regular trash can.

The only thing that should go in these containers at his point is food waste. Recyclable content and regular waste are both considered contamination, and if found in these containers the waste haulers will not accept it.

These containers get emptied every event. One of the cooks in your location will take care of emptying the containers.

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Please do not hesitate to ask a Floor Supervisor or any Levy Event Manager if you have questions or concerns regarding the composting program. We would be happy to provide one-on-one training at any time.

Employee Meal Policy & Discounts:

Discounts - Event employees & NFP volunteers working the event, as well as full-time employees (whether they’re working the event OR attending as a guest), receive a 40% discount. Event Employees include Levy staff, Coast-to-Coast Security (with ID badges ONLY), Medical Technicians with ID badges (Med. Techs.), RCM employees (ushers, ticket takers, housekeeping, conversion/maintenance, event safety inspectors, facility security, parking attendants), or any other staff with a facility issued picture ID badge.

All employees, volunteers and vendors with a facility issued picture ID badge are eligible for the 40% discount.

Meal Policy - Both Levy employees and NFP volunteers are entitled to 1 free employee meal item per shift at designated Concession stands. Meal items are to be taken from the location you are working in. All employees working a portable location are given an employee meal coupon for a designated stand for their shift. The coupon is color coded for each event and cannot be used after that event. The location and meal item will be written on the coupon. Sample Meal Ticket:

9/11/17

Event Employee Meal Ticket

Employee/NFP Name____________________________

Meal to be taken at:

104 107 116 118 309 327 Red Hots

102 111 303 320 312 Crafter

Junction 5

Meal Item: Hot Dog / Nachos / Pretzel / Burger / Veg. Burg/ Hummus&Veg Meal item to be taken from the location indicated.

Meals items cannot be taken home or given to anyone.

If you choose to have other items, such as ice cream with your meal, you may purchase these additional items at a discount of 40%.

You must take your meal to the break room on the level you are working in the building you are scheduled to work.

Volunteers and employees are allowed a 15-minute break per 4-hour shift. Time starts when you leave your stand not when you get to the break area.

Allowable meal items are listed in each Concession stand. If you do not see an item listed, it’s not considered a meal item.

Volunteers are only entitled to use the 40% discount if they are working the event. If you are attending the event as a guest (including using any complimentary tickets you may have received), you are not entitled to use the discount.

Discounts at the Veteran’s Memorial Coliseum: We do not have automated tills at the VMC. Employee Bucks are available for purchase by event employees working the event at Stand AA on the main concourse. Employee Bucks are purchased at 50% off and is used the same as cash during a transaction. No change should be given for purchases using Employee Bucks. Meal tickets are issued to Levy employees working at the VMC.

The meal item must be eaten on breaks only. Breaks are assigned by the Stand Leader and should not be scheduled during ingress, intermission or a break in the sporting event (halftime, etc.). There is to be no eating in the stands.

Food not consumed on break may not leave the building. Leftover food from the event is not intended for employee or volunteer consumption and must not be taken home or leave the premises.

Employees working at portable units, bars or in the warehouse are not allowed to enter the location where they are redeeming their meal ticket for an event. They must redeem their meal ticket items in the same manner as a guest attending the event.

All meal items must be the same portions and packaging as those served to guests. Do not increase the quantity or size of a meal item beyond the established levels. Meal items may not be traded from one stand to another or from one employee to another.

ALL employees and volunteers working the event are entitled to a 40% discount on food items purchased instead of or in addition to a meal item from the designated items.

Leftover food at the end of an event must be put in the compost, it is not to be consumed without being purchased.

Preparing and serving products

We serve a wide variety of products at the Rose Quarter. It is important that our product presentation (how you prepare the items) is the same in each location. We want to provide each guest with the SAME level of EXCELLENT service and products.

Hot Drinks

Coffee: Place filter and single bag of coffee grounds in the basket and place on top of the air pot. Place under the water dispenser at the coffee maker, and press the “full” button – ONCE. When the air pot is full, remove the basket, and close the

cover on the air pot. Discard the filter and used coffee grounds. When dispensing coffee into the cup, fill to ¼ from the top. Place a lid on the cup (never take a step while holding filled uncovered hot cups).

Tea: Place the cup under the lower water dispenser on the coffee maker. Press

the water button or dispense manually, depending what type of machine you are using, and fill to ¼ inch from the top. Place a lid on the cup (never take a step while holding filled uncovered hot cups). Place the tea bag on top of the cup and serve to the guest.

Hot Chocolate: Open a package of hot chocolate mix and pour into the cup. Place

the cup under the lower water dispenser on the coffee maker. Press the water button or dispense manually, depending what type of machine you are using, and fill to ¼ inch from the top. Stir with a stir stick or spoon (discard after use). Place a lid on the cup (never take a step while holding filled uncovered hot cups).

Nachos There is one size nacho at the Rose Quarter. Pre-fill several nacho trays with chips before the location opens. ALWAYS using the hand gloves available. Also make sure you are serving whole chips and that they are stacked neatly in the trays. Do not stack the trays. When a guest orders a nacho ask them if they would like jalapeno peppers. CAUTION: DO NOT over fill the container – the cheese is VERY HOT! Ask the guest if they would like jalapeno peppers. If so, place a few on top of the chips. If the guest would like additional cheese, a 2oz. portion cup is available for an additional charge. Clean up:

Remove all chips from the chip warmer if there is one in your location and wipe clean with a damp towel.

Check with the Stand Leader whether the cheese dispenser is being filled and left on, or all cheese taken out and stored in the refrigerator.

Popcorn

We offer two sizes of popcorn in all of our locations; regular bags and refillable tubs.

How to pop the corn: Make sure the equipment is on (check with your Location Manager). PRESS the oil button ONCE, and place the appropriate amount of seed and seasoning in the kettle using the measuring cups provided. CLOSE the lid. LISTEN for the popping to slow down to less than one pop a second. POUR the remaining contents in the kettle into the product bin using the handle on the kettle. Continue to pop the corn until the bin is full. All machines MUST be filled before opening the location (some locations have 2 machines). The kettle may be turned off once the location has opened. It takes about 5 minutes to heat the kettle for use again. Using the popcorn scoop, move the popcorn around inside the bin so the un-popped kernels fall through the holes on the bottom of the bin. During the event, pop the corn as you are helping guests. It is hard to catch up once your bin is empty. Never store pre-made bags of popcorn in the machine because of cross contamination.

Clean up:

Turn off all power to the popcorn equipment. Remove all popcorn into a green compost receptacle. When the kettle has cooled, wipe down the exterior. Remove the perforated base from the interior and clean with hot soapy water.

Remove and clean the catch tray and place back into unit. Place the perforated base back into the unit.

Wipe down the interior of the display unit with a damp cloth using soapy water. One person tilts the entire display unit while another person wipes the counter underneath. Wipe down the front of the unit.

Soft Drinks Fill all cups with 2/3 ice, using the ice scoop. (Make sure the scoop back is placed in the ice with the handle sticking up out of the ice.) To reduce foaming, tilt the cup at an angle and fill with soda. Place a lid on the cup and hand to the guest.

Clean up: See Stand Closing and Clean up for cleaning soda units.

Pretzels There are pretzels available at the Rose Quarter, depending on which location you are assigned to work. ALL locations serving pretzels offer the traditional Jumbo Pretzel that is salted or unsalted. If a guest orders a pretzel, ask if they prefer salted or unsalted. Also ask if they would like to order a portion of cheese. Two ounce (2 oz.) portion cups are available for an additional charge. Remove the pretzel from the display using a sheet of the wax paper and hand to the guest.

Preparing Pretzels. Generally the cook in the location will prepare these, but you may be asked to assist. The pretzel oven is turned on to 375 degrees. The pretzels are prepared from a frozen state. When salting the pretzel use gloves to handle the pretzel, spray the face of the pretzel with a small amount of water and press the wet face of the pretzel into the pan of salt. Lift and gently shake excess salt off. Place on the oven tray. Unsalted pretzels are to be placed directly on the oven tray. Cook frozen pretzels for approximately 4 minutes. When done, remove the pretzels from the oven tray to a clean pan with tongs. Carry the tray to the display out front, and using a sheet of wax paper, or gloves, hang the pretzels. Clean-up:

Turn off the display. Using a clean damp cloth, wipe inside and outside. Carefully move the display to the side and wipe the counter underneath. Empty water from trays when cooled.

Ice Cream Desserts We offer a variety of ice cream desserts from soft serve to hand dipped (scooped hard ice cream). Not all locations serve ice cream.

Yo Cream soft serve: Add additional product when the red light flashes. To dispense: hold the Yo Cream cup or waffle cone 4 inches beneath the spout. Pull the handle completely down. Move the cup or cone in a circular motion filling with 7-8oz. of product. As you are pushing the handle up raise the cup or cone ½ inch towards the spout and pull towards you creating a “pigtail-like” tip. Dryer hand-dip ice cream: A small pan of COLD water should be placed at each side of the hand-dip ice cream freezer to hold the ice cream scooper. This water should be

changed every 10 minutes to keep it fresh. Place two scoops of 4oz. each of hand-dip ice cream into the Umpqua cup or waffle cone. Toppings: Topping warmers should have 1” of water in the bottom. Place a spacer into the water. Place the metal container of topping on top of the spacer. Turn the warmer on. Using a 2oz. ladle, place the desired topping on top of the ice cream or yogurt. Clean-up: Soft serve machine:

Remove star shaped dispenser tips, clean and sanitize. Wipe the underside where the stars were clean. Place the stars back on. Remove, clean and sanitize drip tray. Put back in place. Remove the lids on the hopper and the big gasket; wash and sanitize. Wipe the edges where the lids were. Place the gasket and lids back on. Wipe down the whole exterior of the machine.

Hand-dip freezer: Combine all partial tubs of same flavor. Take out all tubs and clean the inside of the freezer. Put tubs back in. Clean all glass area. Wipe down exterior of freezer. Wash the pans and ice cream scoops.

Topping Warmers: Turn off the power. Unplug. Remove the container of product, cover with plastic film and place in refrigerator. Remove spacer from the warmer. Wipe out the inside of the warmer, removing excess water. Place the spacer back inside. Wipe the outside of the warmer. Wash ladles and place near the warmers.

Dispensing Beer We offer one size of beer from a tap and several brands by the bottle. Most of the bottled beer products are served at bar locations. Concession stands primarily serve beer from a tap. It is absolutely imperative to take the time to thoroughly check the ID for ANY guest purchasing alcohol appearing to be UNDER THE AGE OF 30. Hold the cup by the bottom under the beer tap. Open the beer tap by pulling the tap handle toward you. Open the tap all the way – partially opening the tap will create lots of foam. Tilting the rim of the cup away from you at a 45-degree angle, allow the beer to pour down the inside of the cup. As the cup becomes 2/3 full, straighten the cup and allow the beer to continue to pour, creating a foam cover called a “head” on the beer. Do not fill the cup so full that the guest is going to spill it.

OLCC & ID Checking

At the Rose Quarter we have very strict guidelines set out for us by the Oregon Liquor Control Commission (OLCC). In order to ensure a safe environment for all guests, the Rose Quarter regulations are far more stringent than for a normal establishment. Along with sanitation, following the OLCC requirements is the most important thing we do. Permit Requirements – Employees must take and pass an OLCC Alcohol Servers Education class to be eligible to serve alcohol at the Rose Quarter. Additionally, they must have either the yellow application with the test scorecard indicating a passing grade OR a valid OLCC Service Permit in their possession in order to serve alcohol at the Rose Quarter. Employees who arrive to work an OLCC event that do not have either the yellow application with test scorecard indicating a passing grade or a valid OLCC Service Permit will not be able to work the event and will be sent home. Rose Quarter Alcohol Policies – It is absolutely imperative to take the time to thoroughly check the ID for any guest purchasing alcohol appearing to be under the age of 30. First of all, check to see if the ID is among the forms of stand-alone ID accepted at the Rose Quarter.

The following are the ONLY forms of ID accepted at the Rose Quarter: 1. A valid photo driver’s license from any of the 50 States, Commonwealths or

Canadian Provinces showing proof of being 21 years of age or older. A Washington or Oregon license with a hole punch is INVALID

2. Valid DMV identification card with photo, name, date of birth and physical description from any State. A Washington or Oregon ID with a hole punch is INVALID;

3. Valid passport that can be read (i.e. in English); 4. Valid US Military ID card with photo, name, date of birth and physical

description. To be valid, the ID must be current and cannot be expired!

When you check the guest’s ID, do the following: 1. Check to see if the ID is among the forms of stand-alone ID accepted at the RQ. 2. Check the physical condition of the ID. The lamination should be intact; it should be

legible and not damaged or altered in any way. 3. Check the photo carefully, ensuring that it matches the person presenting it. Hold the

ID at shoulder level so it is even with the guest’s face when you do your visual inspection.

4. Check the birth date to ensure that the person is 21 years of age or older. 5. Check the expiration date to ensure it’s valid and not expired. 6. If the guest appears to be under the age of 30, exercise due diligence in verifying that

the ID is not false or altered. Asking questions about information on the ID is always a good test.

Most importantly: TAKE YOUR TIME!!! Pay attention, don’t rush and do the right thing – THIS IS ONE OF YOUR MOST CRITICAL RESPONSIBILITIES AT THE ROSE QUARTER!

A Reminder: As the licensee for alcohol service at the Rose Quarter, Levy Restaurants is responsible for ensuring total compliance with all OLCC statutes and in-house policies pertaining to alcohol service. Every Levy employee and NFP volunteer (18 years of age and older) is individually responsible for understanding and following our policies. Failure to do so will result in disciplinary action, up to and including immediate termination of employment (for employees), removal of volunteer and/or volunteer group from FFF program, and responsibility for any fines, penalties, or other legal consequences imposed by the OLCC against the individual.

Please do not hesitate to ask your location manager or any Levy manager-on-duty if you are unclear about any aspect of alcohol service. We would be happy to provide one-on-one refresher training at any time.

Alcohol Service at the Rose Quarter

Strict Adherence to OLCC Guidelines The Rose Quarter is the largest individual seller of alcohol in the State of Oregon. Because of this, we have some very specific and conservative restrictions----many of which may be far more stringent than any other establishment. One of our most important rules is the possession of a valid OLCC Server’s Permit for all alcohol service employees; the Service Permit MUST be on your person at all times. Without a valid Service Permit or Service Permit application on your person, you CANNOT work. We also routinely check ID for anyone who appears to be 30 years of age or younger. The only acceptable forms of ID at the Rose Quarter are a current photo Driver’s License from any U.S. State or Commonwealth, or Canadian Province; a State - DMV issued (non-driver) ID card, valid passport (that can be read in English), or a valid military ID card with photo, name, DOB and physical description. No other forms of ID are acceptable.

To regulate the rate at which alcohol is consumed, we limit the amount sold to any guest at any time. A guest may only be in possession of two drinks at any given time.

A chargeable cup or glass is NEVER to be refilled. This is a violation of OLCC and Department of Health regulations, as well as our own inventory codes. Regulations Levy Restaurants is committed to providing responsible alcohol service to the guests of our facilities. We are also obligated to follow certain guidelines as set by the Oregon Liquor Control Commission (OLCC) and internal policy including, but not limited to, the following:

All alcohol service must abide by OLCC regulations.

Levy Restaurants reserves the right to prohibit alcohol in the seating area, to limit the consumption to certain areas or to not make alcohol available at certain events.

Guests who appear to be under the age of 30 will be required to show approved identification.

Acceptable identification The only acceptable forms of ID at the Rose Quarter are a current photo Driver’s License from any U.S. State or Commonwealth, or Canadian Province; a State - DMV issued (non-driver) ID card, valid passport (that can be read in English), or a valid military ID card with photo, name, DOB and physical description. No other forms of ID are acceptable.

Only trained servers with a valid service permit will be allowed to serve alcohol in any part of the facility.

Guests may only be in possession of two alcoholic beverages at any given time.

Alcohol can only be sold in identifiable containers to assist in monitoring consumption by guests.

Drinks will contain a maximum of 1oz of alcohol per beverage. Levy Restaurants does not allow service of shots or doubles.

The only alcohol permitted on the premises must be purchased and dispensed by authorized servers.

Alcoholic beverages will not be sold to, consumed by, or allowed to be in the possession of a minor (anyone under the age of 21).

Servers will not consume alcohol or be under the influence of intoxicants while on duty. Failure to abide by this regulation will result in disciplinary action, up to, and including termination.

Levy Restaurants does not allow servers to solicit tips. This includes the use of a tip jar, glass or other types of “primer”.

Servers will not sell, give or otherwise make available any alcoholic beverage to any person who is visibly intoxicated.

Supervisors and managers will always support servers in refusing to serve minors or visibly intoxicated guests.

Alcoholic beverage sales will cut off prior to the end of all events. Supervisors will notify employees when to stop serving. Handling Patrons Servers are required to check the ID of guests who appear to be under the age of 30 or who appear visibly intoxicated. If a guest appears visibly intoxicated or if a minor is in possession of alcohol, all employees are required to contact their supervisor, manager, security or an Alcohol Monitor immediately. Intoxicated guests or minors attempting to purchase alcohol should be informed of Levy Restaurant’s policies and be refused service.

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Disciplinary Actions The following are examples of violations of our principles. These examples merely illustrate, and do not limit, the types of conduct we may consider unacceptable.

Serving an alcoholic beverage to a minor or visibly intoxicated guest.

Refilling any Levy Restaurants controlled food or beverage container, including but not limited to; beverage cups, popcorn bags, nacho trays, etc.

Serving alcoholic beverages in anything other than the OLCC approved container.

Selling or allowing a guest to be in possession of more than two alcoholic beverages.

Failure to maintain a valid food handler or server permits, where applicable. Other Comments Alcoholic beverage service is both a major source of revenue in facilities such as ours and a major area of concern. We are constantly in the public eye and under the close scrutiny of the OLCC. If you are unsure as to the age of a guest, ask. If they cannot produce acceptable ID, do not serve them. Do not assume that an ID checker has done your job. It remains your responsibility to assure that everyone who purchases or consumes an alcoholic beverage is of the legal age to do so. There are strict limitations to the type of alcohol service we can provide. We will provide the finest service and a very good product to our guests, but that does not mean we will be all things to all people. Know and operate within the confines of our limits. Do not hesitate to bring guest requests to management’s attention so that we can determine if we can meet a guest’s particular needs within our operation.

Location Clean Up & Check Out: A Levy Manager or Floor Supervisor will notify the Stand Leader to close the location. Once this is done the employees will need to finish serving any guests in line, then roll the location doors down to approximately a foot above the counter. CSRs assigned to a till will need to begin the “cash out” process. The remaining CSRs will begin cleaning and preparing the location for the next event. Review the Closing Checklist in your location to assign tasks to the CSRs. It is important to follow the appropriate closing procedures in order to provide employees working the location for the next event a clean and safe environment. REMEMBER you are part of a TEAM; all of the tasks listed below can be completed by a CSR OR a Stand Leader. The more you work as a TEAM the faster you will get done and the more FUN everyone will have.

Listed below are a number of general closing practices. The Stand Leader is responsible for assigning closing tasks to the CSRs. Each location has a list of tasks that need to be completed prior to leaving (Closing Checklist). The list is posted near the door of the location or can be reviewed by a Levy supervisor. NO ONE can leave the location until a Levy Manager or Floor Supervisor has checked you out for the event.

Turn off all the equipment (coffee maker, bun warmer, nacho pot, popcorn machine, pretzel warmers, butter warmer and hot topping pots).

Bring the condiments, including coffee condiments, napkin and straw dispensers back inside the location. Return to the condiment station (area where unit was placed during the event) and wipe it clean. Onion and sauerkraut must be thrown away. Cover the end or nozzle of the pump unit with film.

Restock the napkin and straw dispensers. Remove all of the soda nozzles, clean them in plain hot water. Remove the drip

tray screen, wash it, wipe out the dry tray and dump hot water down the drain to dissolve any syrup in the drain. Wipe off the outside of the unit with a sanitized towel. Wash all of the ice scoops.

Check the refrigerators and freezers to make sure ALL products have been wrapped and box lids closed to prevent freezer burn. Make sure all products are in the proper storage area and labeled and dated. All candy, chips, peanuts, popcorn seed, hot chocolate packets and bags of cheese MUST be secured in tightly closed containers. Sauerkraut and ice cream toppings must be transferred into plastic containers after opening, the opened product CAN NOT stay in the aluminum can.

Clean all of the beer stations. Leave the tap handles on the stations if beer was served during the event. Clean and wipe down the station. Pour hot water down the drains to dissolve any buildup in the drain. Then follow with cool water to finish flushing out the yeast.

Clean the “front of house” equipment, such as; popcorn warmers, pretzel warmers, etc. Remove the entire product, clean out the bottom of the machines and wipe the interior glass off with soapy water and a towel. Do not forget to lift the equipment and clean underneath!

Drain and clean the sinks. The backsplash area and small wares shelf should also be cleaned.

Rinse out the coffee pots and make sure the filter basket has been dumped.

Remove all of the trash bags, tie them off and place them by the door. Place new trash bags in the containers for the next event.

Break down any cardboard boxes, etc. and place them by the door. Gather empty bread racks and place them by the door Sweep and mop the “front of house” area (under all counters and equipment –

moving and picking up objects the way), wipe off all of the counters. The mop bucket should be emptied and cleaned out, rinse the mop and drape it over the edge to dry. Concession Cooks will clean the “back of house” areas, including mopping the floor.

Dirty towels should be returned to the laundry. Pull the black cash drawer inserts out of the cash drawers and leave them on the

counter next to the till. Pull the other (inner metal drawer) out to check for cash caught under and behind the drawer. Make sure you double check the drawers for any cash that may have been wedged in the drawer.

Once the “cash out” process and cleaning are completed contact the warehouse at 8879 for the Rose Quarter and 8869 for the Memorial Coliseum to request a floor supervisor at your location. The floor supervisor will come by to check the location and release the employees for the event. NO ONE can leave until the floor supervisor has checked out the location.

Please do not hesitate to ask a Floor Supervisor or any Levy Event Manager if you have any questions or concerns.

We are all here to help you be successful.

The best food and beverage experience in Sports & Entertainment.

Score ______

Manager ______

2017 Concessions Cashier

Skills Test

Team Member Name _________________________________________________ (Print Name)

1. What is the acceptable parking lot for volunteers and team members? ____________________________________________________________

____________________________________________________________

2. List all parts of your uniform. ____________________________________________________________

____________________________________________________________

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3. Whose responsibility is it to know the schedule once posted?

_____________________________________________________________

_____________________________________________________________

4. How many alcoholic drinks can a guest purchase at one time?

____________________________________________________________

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5. How many alcoholic drinks can a guest purchase if they have

half of a cup of beer in their hand? ____________________________________________________________

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6. TRUE or FALSE – You are responsible for verifying your starting bank.

7. What do you do if you see something wrong with the food you

are serving to a guest? ____________________________________________________________

____________________________________________________________ ____________________________________________________________

8. How are ice scoops stored in the ice bin? ____________________________________________________________

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Signature ________________________________ Date _________________