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?

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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

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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?

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Serving Scenarios Katie and Jessica walk to the

stand. Jessica (pink) orders two Sharps and a High Life. Can you serve her?

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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