“We craft and deliver extraordinary entertainment experiences.”

2009 NFP Concessions Training

Welcome to Centerplate!

Our Concessions team is committed to providing the highest quality food and beverage service.

Centerplate is committed to providing you with the tools, instruction and training to best enable you to contribute to our success.

Lets Get Started!!

Concessions

Concessions

Centerplate’s Service Vision

“Creating something special”

This means to create a truly memorable experience for our clients, fans, guests and attendees

by offering high quality food, beverage and merchandise services with a responsive, solution-

driven staff.

Our Company Motto:“We craft and deliver extraordinary

entertainment experiences.”

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Our Concessions training will cover

• Organization of Department• Procedures• Duties• Customer Service• Cash Handling Requirements• Health Department Reminders

Centerplate’s training will enable YOU to

provide Extraordinary service to our customers!

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Types of Concessions Outlets @ LOS

Centerplate has several types of concessions sales points:

• Permanent Stands

• Portable Stands

• Club Areas

• Warehouses

• Vendors/Hawkers

• MBE/WBE

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Concessions Department Organization

• General Manager• Assistant General Manager• Concession Manager/Club Manager• Assistant Concession/Club

Managers•NFP Staffing Coordinator• Lead Supervisors• Area Supervisors• Stand Managers (NFP Leader)• Bankers (NFP)• Cashiers• Stand Attendant

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Duties of ManagersLead Supervisors (Centerplate)

Manage 3 to 4 Area Supervisors and resolve any issuesEnforce Proper Procedures/Health Department Regulations

Area Supervisors (Centerplate)Manage 3 or 4 stands and resolve issues which may arise.

Stand ManagersManage all stand staff.Manage stand food production.

Determine assignments.Maintain sanitation of stand and equipment operation.

BankerPrepare and deliver opening bank paperwork.

Pick up and deposits stand “bank”.Distribute cash to stand “tills” or cash registers.Make change during event/shift.Deliver deposits during event/shift.Prepare closing bank paperwork.Turn in bank and paperwork at end of day.

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Duties of Cashiers• Assist in opening of stands.

• Assist in pre-event inventory.

• Assist banker with distribution of “tills” prior to event.

• Serve guests by taking orders, delivering merchandise, food and beverage, and handling payment.

• Provide excellent customer service at all times.

• Act as initial contact for customers with concerns or complaints.

• Suggest additional merchandise, food and beverage items during the sale – “up selling”.

• Responsibly sell alcohol – verify IDs, assess customer for impairment and enforce Company Alcohol Service Policy.

• Assist in keeping the stand or work area neat, clean and sanitized.

• Assist stand manager or supervisor with closing procedures after the event.

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Shift/Event/Game Day ProceduresFollow your unit’s procedures upon arrival:

•Employee Parking – Limited Parking Available•Arrival Time – Mgr/Banker 2 ½ hours before

GATES Workers 1 ½ hours before GATES •Check In/Wristbands – Easterday Building•Stand Assignments – Make sure everyone knows•Storage of Personal Belongings – Limited Space •Game Day/Event Notes – Read and Share

Show up on time, and be ready to:

“Craft and deliver extraordinary entertainment experiences.”

Proper Uniform• The proper uniform for your position.

• Pants – Must be Black• Shoes – Comfortable, Closed Toe Shoes• Shirts, Hats/Visors, Aprons – Centerplate provided.

• Grooming:• neat businesslike hair styles• hair shoulder length and longer, must be tied back• superior personal hygiene• natural hair color• minimal make up• minimal jewelry• fingernail tips no longer than 1/8 inch • minimal perfume/cologne.

• Smile!!• Questions? Ask your supervisor or Manager.

Concessions

Pre-Shift MeetingArea Supervisors will meet with their stand manager and banker before events to review the following:

• Assignments• Policies and procedures• Menu changes• Opening and closing times• Alcohol Service Policy• Upcoming schedules• Issues from prior events• Game day or event notes

Stand Managers and Bankers need to share ALL of this information with the rest of the group.

Ask Questions!

Concessions

Opening ProceduresGeneral Tasks

• Turn on equipment, lights.

• Clean all counters, machines, glass, displays, etc.

• Sweep floors.

• Empty trash, remove boxes (up till gates open).

• Stock inventory.

• Fully open stand (Gates Up).

• Tidy all displays.

• Fill condiments carts and napkin dispensers.

• Ensure uniforms are complete on ALL stand workers.

• Ensure menu board is accurate.

• Set up cleaning/sanitation supplies.

• Stock supplies of hand washing supplies and disposable gloves.

Concessions

Opening ProceduresVerify Inventory

As Stand Manager, you will oversee the inventory or counting of all chargeable products in the stand.

Verify the numbers that you count with your Area Supervisor and make sure that they match.

Count food items taking the longest preparation or cooking time first, to speed up food production.

Count items in full measurement (case/box) and then individual loose items.

Concessions

Opening Procedures

Accurately count all transfers, or additional items delivered during the event, and report on your stand worksheet.

Spoiled items are to be counted and reported to the Stand Manager for reporting on the stand worksheet. Set up a box for these to go in during the event.

Meal items (food/beverage consumed by employee)must also be counted and reported on the stand worksheet.

ALL these need to be Verified by your Area Supervisor at the end of the event.

Concessions

Food ProductionPrepare food items according to designated stand production sheets.

Use Stand recipes to prepare/serve food selections.

Ensure stand is stocked with all required food items per the stand food production sheets.

Timing of food production is critical – between 50 - 75% of food production occurs between event opening and first intermission.

Periodically take food temperatures (every 30 minutes or as instructed) and record in “Temperature control Log Sheet.”

Concessions

Food Production

Fifteen minutes before doors open:

• prep levels of food should be finished.

• fill food warmers with correct levels of prepared foods.

• fill candy trays and displays.

• double check equipment operation.

• fill ice towers/storage.

• test soda machines.

• test beer taps (Beer Techs will handle this)

• clean all surfaces.

• check stand from the customer’s viewpoint and clean all visible points.

• SMILE!

Communicate to food prep the amounts of sales and food items that need to be replenished.

Concessions

Distribution of Bank/Till

Banker will deposit cash in registers/tills before the event starts.

Ensure register is on and working properly.

Secure/lock register/till when not in use.

Concessions

Quest System• Verify that you have your log-in number to be able to open and

use the Quest system• Review credit card procedures

• Let them know which ones are allowed to be taken• Review coupon procedures

• Review the coupons for the event• Show how to use the specific keys on the register

for the coupons

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Sales/Cashiers

Your are the ambassadors to our customers – you have first hand contact with them and respond to their needs.

Keys to Extraordinary Customer Service.

1. Courtesy.

2. Communication.

3. Pride.

4. Competence/Knowledge.

5. Extra Effort.

6. Appearance.

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Key 1 Courtesy• Customers view courtesy as a basic part of service.

• Courtesy is the single most important behavior a customer

expects. We demonstrate COURTESY by WHAT we say, the TONE we use and the GESTURES & ACTIONS

WE USE.

• Our words and actions do show how we feel.

• FRIENDLY is key.

• The first communication must be positive, friendly and enthusiastic.

• 10/5 Rule: Make eye contact within 10 feet and deliver a warm verbal greeting within 5 feet of each customer.

• Remember the lessons from childhood: Always say please, thank you and yes/no

sir/ma’am.

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Key 1 Courtesy

The “Friendly” Factor:

•Friendly makes sales – and friendly generates repeat business.

•Friendly is a quality, and like all qualities, has varying levels of competency.

•Friendly is a degree. What’s the temperature of friendly in your work place? Is it warm or cold where

you work?

OR

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Key 2 CommunicationEffective Communication requires one to:

• Listen • Clarify• Repeat• Respect• Reflect • Reaffirm• Think before speaking• Deliver goods or information• “Thank you”

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Key 2 Communication

Communication is interacting with every customer with enthusiasm and courtesy.

1. Start of with always having a smile on your face!

2. Show a sense of urgency in everything you do. When you are moving fast and have a jump in your step, it creates energy that the guest will notice. They will feel that you are making them your priority over everything else.

3. Speak clearly and be sure the guest can hear you. Energy comes from how you speak to the guest. If you mumble or your voice is soft there’s no energy. If your voice is heard and has enthusiasm, your guest will feed off that energy.

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Key 3 Pride• Being proud of Centerplate, the food, beverage and merchandise, and the job you do translates to the customer.

• Customers who see and understand Pride of ownership respond positively and want to know about your services.

• Ways to Demonstrate Pride:

• Clean Station/Work Area• Complete Approved Uniform• Express Interest• Suggest Options • Highlight new menu items

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Key 4 Knowledge/Competence

KNOWLEDGE – Employees must know about• Facility Layout• Vendor location• Rest Rooms• Products• Safety/First Aid• Security• Management

COMPETENCE – Employees must demonstrate• Efficiency • Problem Resolution• Thoroughness and Attention to Detail• Excellence in Service

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Key 5 Extra Effort- the “WOW” Factor• We can best serve our guests by going above and beyond

in each encounter.•

• EXTRA-EFFORT leaves the BEST of impressions. •

• The extra-effort we extend to customers is the part of EXTRAordinary service that keeps customers coming back.

WOW! Is surprising our guests and exceeds expectations.WOW! Is doing what others can’t (or won’t).WOW! is what you do for others in an exceptional way.WOW! is the ticket to success.

Concessions

•First impressions are KEY

•Upright Posture

•Excellent Grooming/Hygiene

•Complete Uniform with Name Badge

•SMILE!

Key 6 Appearance

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EXTRAordinaryEXTRAordinary SService

Are you ready to go the EXTRA mile?

E E EVERY CUSTOMER IS GREETEDEVERY CUSTOMER IS GREETED

X X CROSS PATHS WITH THE CUSTOMERCROSS PATHS WITH THE CUSTOMER

T T TAKE THE TIMETAKE THE TIME

R R REMEMBER TO SUGGESTREMEMBER TO SUGGEST

AA ALWAYS THANK YOUR CUSTOMERALWAYS THANK YOUR CUSTOMER

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Every Customer is Greeted

10/5 Greeting Rule: Make eye contact within 10 feet of guest and offer a verbal greeting within 5 feet of guest.

• Conversation Greet – • “Good morning/afternoon/evening. Welcome to Lucas Oil Stadium.

What can I get for you today?” • “Great/Tough game today, what can I get for you?”

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X-Crossing Paths With Customers• To determine their needs

• To demonstrate your enthusiasm and positive energy

• To create an exciting memorable experience

• To approach guests in a uncomplicated fashion – by being courteous friendly

and with LOTS OF ENERGY!

https://intranet.centerplate.com/photos/Centerplate%20Photo%20Gallery/National%20Meeting%202007/Slide%20Show/IMG_3137.JPG

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Take the Time

• LISTEN to Customers

• Be PATIENT

• LISTEN around you

• WATCH for clues of customer needs

• TAKE ACTION to help the customer

• BE EMPATHETHIC to the needs of customers

• SHOW YOU CARE

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Remember to Suggest• Suggest items while the customers are looking at the menu• Suggest more items or new additions to the menu• Deliver a memory• Demonstrate the variety of our menu • Educate regarding products

ADD ON THROUGHOUT THEIR VISIT

1. When a customer orders a sandwich, you should ask the customer if they would like to add some French fries or onion rings with their sandwich… or potato chips (if available in the stand).

2. When a customer asks for a baked pretzel, you should suggest warm cheese to go with the pretzel.

3. If a customer asks for a salad, ask what type of dressing they would like.

4. If a customer asks for nachos and cheese, let them know the jalepeno peppers are on the condiment cart and where it is located.

Concessions

Always Thank Your Customers

Thank your customers and be sincere. This is the last impression they will have of us and our client. BE SINCERE!!

“Thank you”

“Thank you, have a great day!”

“Thanks for coming in early!”

“Thanks for supporting the team today!”

“I hope you had fun today, thank you!”

“Enjoy your meal, thank you!”

Make a Difference. Think how you can change ordinary into EXTRAordinary.

Sales – Tips to Keep the Lines Moving

1. Pre-ice soda, drink cups as lines form.

2. Continuously re-stock food items.

3. Have back-up products ready for Stand Attendant.

4. Open all Points of Sales. This is a MUST!

5. Put most experienced cashiers on the front line.

6. Take the order and repeat it to Guest.

7. Suggest additional items from the menu.

8. Monitor time of sales interaction.

9. SMILE!

10. Deliver food and beverage items promptly.

11. Take payment and deliver change clearly and concisely.

12. Continuously clean the stand.

13. Give EXTRA EFFORT!

Concessions

Sales of Alcohol• The Responsible Sale of Alcohol (RAS) is a critical obligation

of every concession employee who serves alcohol• You can receive TIPS training designed to instruct you on

responsible serving techniques.• Cut-Off Time • 2 Drink Limit per Person• Card anyone that looks under 35

Concessions

Money Handling

Payment Methods - cash, credit cards and US travelers checks -

NO personal checks!

Cash - check for watermarks on larger bills

(greater than $20.00).- ask for your manager if there are

questions.- set questionable bills to an empty slot in

the till so they don’t get mixed up. Credit Cards

- all major credit cards accepted (No Diner’s Club).

- your manager will explain the procedures for your location.

- check the name and expiration date.- verify credit card with picture ID (drivers

license).- verify signature on back of card with

drivers license.

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Money Handling

US Travelers Checks

- confirm it is a US travelers check. - watch the customer sign the check.- verify name and signature with valid picture ID.

Personal Checks - not accepted.

Do not hesitate to ask questions if you are unsure regarding any aspect of payment methods.

This is YOUR Responsibility!

Concessions

Money Handling-CASHIER

•A positive attitude is KEY.

•“10/5 Rule:” Greet each customer as he/she is 5 feet from you with a warm smile and greeting, even if you are assisting another customer.

•Assist customers in their selections.

•Notify customers to new menu items.

•Verify the correct price rings up on each item.

•Upsell – suggest other items.

•Thank You!

Concessions

Money Handling-CASHIER•Repeat the order to the customer.

•Clearly tell the customer the total amount of the sale.

•Place cash (amount tendered) from guest on the ledge or across drawer of the till while making change, clearly stating the amount of the sale and the amount of change:

“That will be $45.75 today. Out of $50, your change is $4.25.” (count out each bill of change and the coins).

•Place cash in the drawer immediately and CLOSE the drawer.

•Hand the receipt to the Customer after closing the drawer (if applicable).

•Give customer his/her order and THANK THE CUSTOMER.

•TIP JARS are NOT ALLOWED!

Concessions

Money Handling-CASHIER

• Leaving the amount tendered on the till ledge or top of drawer verifies the denomination given you, if any questions arise.

• Never turn your back on an open till.

• Periodically inform your manager of your need to make a cash drop to reduce the amount of money in your till.

• We issue one bank for the stand if the cashier next to you needs change it is okay to give them change.

• Keep your till orderly with like bills stacked up and facing the same direction.

Concessions

Cash Handling Do’s & Don’ts• Monies should be immediately placed in the cashiers cash

drawer or box and locked upon entering the work station.

• cashiers are to ring up all sales individually on the register as the sale is made.

• No bill larger than a $5.00 is to be put into the register before change is counted back to the customer.

• All change (coins and bills) is to be counted twice, once as the change is pulled from the drawer, and again out-loud, as it is handed back to the customer..

• The cash drawer must be closed after each transaction.

Concessions

Cash Handling Do’s & Don’ts

• Cashiers are not to accept personal checks or payroll checks. Cashiers are only to accept credit cards as instructed by their supervisor or manager.

• Cashier must treat errors very seriously! If the error can not be corrected on the register, the cashier must notify his/her stand manager/banker immediately. The error must be documented in writing and turned over to the area supervisor, to be attached to closing paperwork.

• Cashier must notify their stand manager/banker immediately if there is a malfunction of the register or any mis-pricing of items.

• Cashiers, like all employees, must never have bags, purses or other personal belongings at their work station, leave in back room/on rack.

• To help counting monies at the end of the event, place all bills in to the drawer face up and in one direction, and separated by denomination.

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Our Customers Deserve Service that Reflects

R Respect E Energy/enthusiasm S Smile/Positive attitude P Passion E Exceed expectations C Communication T Teamwork

https://intranet.centerplate.com/photos/Centerplate%20Photo%20Gallery/National%20Meeting%202007/Slide%20Show/IMG_3137.JPG

Concessions

Good Hygiene Wash your hands:

•When you begin work.

•After you have used the restroom.

•After coughing, sneezing, scratching, touching hair.

•After a break (smoke, eat, drink).

•After handling potentially hazardous foods.

•After cleaning or taking out the garbage.

Concessions

Handwashing Requirements

ABCD♫

• Turn on warm/hot water and wet hands.

• Apply soap to hands and scrub over tops and palms of hands, between fingers and fingernails.

• Scrub hands for at least 20 seconds. ABC’s

• Rinse hands thoroughly under running water.

• Dry hands with single use paper towel.

• Turn faucet off with the paper towel.

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The Proper Use of Gloves

•Wash hands thoroughly•Before putting on gloves•When changing into fresh gloves

•Wear gloves•When handling ready-to-eat foods

(salads, deli-meats, pickles, etc.)•Over bandages on hands and forearms•When handling raw meats, such as ground beef

•Change gloves•When punctured or torn•Before beginning a new task•Every hour during continual use

Never use gloves in place of hand washing!

Meals/Breaks

• The stand manager will explain the process for meals/breaks to the entire stand.

• Our location will provide meal tickets to all employees for their meals.

• The stand manager will explain when you may take your meal/break (ie, not at half-time or intermission) and where you may take your meal or break.

• ABSOLUTELY NO DRINKING of alcoholic beverages is allowed while working or on company property, unless an admission ticket is purchased and you are off duty.

Concessions

Closing Procedures• Spoilage

• Stand manager will collect and record all spoiled items. • NO FOOD MAY LEAVE THE STADIUM!.• This spoilage will need to verified by the area supervisor.

• Closing inventory • The stand manager will count all the chargeable items. • These numbers need to be verified by the area supervisor

and agreed upon.

• Banker • Collects all monies and coupons and GO directly to the

vault • DO NOT COUNT MONEY IN THE STAND!

• Sanitation • Clean stand, equipment, floors, displays, condiment

area, utensils, pots, pans, etc.• Sweep and Mop floors..• Drain and Sanitize sinks, buckets.• Take out all trash.

Concessions

Closing Procedures• Equipment

• Make sure it is turned off and cleaned.

• Depart Stand • Stand Manager should not let any staff leave till the area

supervisor says that it is okay..

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Checking Out

Follow your location’s procedures for checking out, which will include:

• Turning in uniforms.

• Gathering personal belongings.

• Turn in any paper work you are in charge of.

• This goes to the “War Room”

• Check the schedule for the next event!

Concessions

Arrive Home Safely!


Providing first quality food and beverage services to our guests helps to create memorable experiences for our customers at our venues.

Make sure your efforts contribute to our customers positive experience with your Extraordinary customer service.

Your job is to help each of us at Centerplate make the event an extraordinary experience, so that the customer returns to our locations again and again!

Concessions

• You may not go into the stadium or viewing areas and watch the game during breaks – this will lead to termination.

• Do not ask players, celebrities or others for autographs.

• Do not take ANY giveaways (i.e. Scout, Towels, etc.) or sign up for anything (i.e. Credit Cards, Indy Star).

• Do not SIT in your stand, unless a manager approves.• Keep your stand counters, floors and work area clean. • Use cleaning chemicals only for the purpose intended.• Remember your safety training!!!

Concessions

Conduct on the Job

Concessions

• Examples of prohibited conduct that may lead to termination in the Company’s discretion:

• Falsifying Company documents or records.

• Engaging in unauthorized use of Company material, time, equipment or property.

• Damaging or destroying Company property due to careless or willful acts.

• Carrying weapons or explosives, or violating criminal laws on Company premises, or engaging in gambling on Company premises.

• Behaving in a manner that may endanger the well being of another person.

Conduct on the Job

Concessions

• Engaging in acts of dishonesty, fraud, theft or sabotage.

• Using threatening, intimidating or coercing behavior.

• Engaging in the unauthorized possession, use, manufacture, distribution, dispensation, purchase or sale of a controlled substance or alcohol on Company property, in Company vehicles or while engaged in Company activities.

• Refusing to leave Centerplate or client property, or failing to do so in an orderly manner, if suspended or requested to leave.

• Using harassing, abusive, sexist, racist, vulgar or ethnically offensive language.

• Interfering with the performance of another employee.

• Being insubordinate or refusing to comply with reasonable assigned duties.

Prohibited Conduct

Concessions

Cellular Phones. Cellular phones, pagers, Ipods and other similar electronic devices should not be used during working hours. The devices may distract customers, clients and co-workers, as well as the employee from the task at hand.

Smoking. Smoking is generally prohibited on Centerplate premises. Smoking is permitted at some sites in specially designated areas. Smoking policies apply to all employees. For site-specific information regarding Smoking Policies, an employee should contact his or her supervisor.

Company Policies

Harassment

Centerplate intends to provide a work environment free of discrimination and harassment, sexual or otherwise.

You and your fellow employees are responsible for respecting the rights of all of your co-workers.

All employees are to be treated with dignity and respect.

Conduct - whether verbal, physical, visual or otherwise - that could be considered offensive or intimidating will not be tolerated.

Actions, words, jokes or comments based on an individual’s sex, race, color, religion, creed, age, national origin, disability, status as a Vietnam-era or disabled veteran, marital status, sexual orientation or any other legally protected characteristics will not be tolerated.

Company Policies

Sexual harassment has been defined as unwelcome sexual advances, requests for sexual favors, and other visual, verbal or physical conduct of a sexual nature when:

•submission to such conduct is made either explicitly or implicitly a term or condition of employment;

•submission to or rejection of such conduct is used as the basis for employment decisions affecting an individual; or

•such conduct has the purpose or effect of unreasonable interfering with an individual’s work performance or creating an intimidating, hostile or offensive working environment.

Company Policies

Examples of sexual harassment include the following:

•Persistent on-the-job flirtations or other invitations for a social relationship with a fellow employee when he or

she has stated or indicated that such advances or interests are unwelcome;

•Displaying any sexually suggestive visual material in the

workplace; or

•Tolerating or instituting hiring, compensation, promotion

and layoff practices which are not clearly job-related.

Anyone engaging in sexual or other harassment will be subject to disciplinary action up to and including immediate termination of employment.

Company Policies

All Centerplate employees, and particularly General Managers, are responsible for keeping the work environment free of discrimination and harassment.

All employees are encouraged to report any incident of sexual or other unlawful harassment. An employee should immediately report the incident or complaint to his or her supervisor or the Corporate Human Resources Department or call The Network, Inc. hotline 800/241-5689.

The complaint and the investigation will be kept confidential to the maximum extent possible.

An employee violating Centerplate’s policies on discrimination, harassment or retaliation may be subject to disciplinary action, up to and including termination.

Discrimination/Harassment Reporting Procedures

Company Policies

Drug Free Workplace

• Centerplate is committed to the health, safety, and welfare of

employees, customers, and the community, as well as to maintaining

the quality and integrity of its services.

• Centerplate is committed to a drug – free workplace.

• This policy applies to every Centerplate employee, outside

contractors and vendors and their employees.

• Possessing, using, manufacturing, distributing, dispensing,

purchasing, selling, or having controlled substances in your system

(without medical authorization or in improper dosages) during the

workday, on Centerplate’s property, or while conducting Centerplate

business, including while using Company vehicles, is prohibited.

Possession, use, distribution, sale or consumption of alcohol by

employees on duty is similarly prohibited.

Company Policies

Drug Free Workplace

• “Controlled substances” include illegal drugs which are not

authorized for sale, possession, or distribution under either federal or

state law, or legal substances, either prescribed or over-the-counter,

taken in a dosage or combination which results in mental/physical

impairment, or taken without proper authorization, supervision or

prescription by a healthcare professional licensed to do so.

Concessions

•Subject to local and state law, management may conduct unannounced searches of facilities to enforce its Drug and Free Workplace and/or other policies.

•Facilities include: all buildings and structures, stands, kiosks, desks and storage cabinets, locker rooms and lockers, vehicles parked on Company property, and personal property of Centerplate employees, visitors, or contractors while on Company property.

•When there is cause to believe an employee is violating criminal statutes, appropriate law enforcement agencies will be notified.

Conduct on the Job Searches

Employee and Food Safety

Centerplate has adopted various safety standards to keep employees and guests safe while at our venues.

Employee Safety is the responsibility of all employees. Food Safety supports our goal to provide the highest quality food and beverage services.

We will discuss this important information here today.

Welcome

Centerplate – Employee Safety

Employee Safety RulesAll Employees must follow these basic safety rules:

FLOORS1. Wet floors – even a few drops – cause more accidents than

anything else.a) Wipe up spills immediately.b) If you must walk on wet slippery floors, slow down

and take short steps.c) Put out caution signs where there are wet floors.

2. Immediately pick up anything you drop on the floor or any foreign object you see on the floor.

3. Sweep up – don’t pick up – broken glass.4. Wear shoes with slip resistant soles and hard toes.


Employee Safety Rules

TRAFFIC, CLEAR AISLES 5. Watch where you are going at all times, especially through

doorways, busy aisles and corners.6. Keep aisles, halls and walkways free from obstructions like

boxes, carts, electrical cords and hoses.7. Observe all traffic signals, speed limits and warning signs

while driving company vehicles.8. Keep work areas clean and orderly – remove all trash.


Employee Safety RulesLIFTING 9. Follow instructions in lifting heavy objects so as to avoid

serious injury. Get help when it is more than you can handle.10. Use care when lifting objects and use a cart or hand truck

when necessary.11. Pull – do not push – carts through doorways.12. Use an approved ladder or step stool, not a box, crate or

chair, for reaching high objects.

SMOKING13. All designated “No smoking” areas in Centerplate or our

Client’s place of business will be observed.


Employee Safety RulesEQUIPMENT14. Always ask for instructions before using any type of

equipment with which you are not entirely experienced or fully trained on.

15. Inspect all equipment to insure proper function before use.16. Always unplug equipment before cleaning it.17. Do not put your hands in the garbage disposal.18. Store all equipment and utensils properly and in the correct

place when finished using them.19. Use a plastic or wooded tamper when operating food

choppers or grinders.20. Wear cut resistant gloves when slicing, dicing and chopping

and when cleaning the slicer.


Employee Safety RulesREPORTING21. All personnel need to report any safety hazards to your area

supervisor immediately.22. Every accident, no matter how slight, must be reported

immediately to your supervisor.

Centerplate – Safe Work Standards

•Always wear slip resistant shoes. •Always be aware of your surroundings and keep alert for

spills on the floor, objects in front of you, and the workers around you.

•Horseplay and/or running within the food service area is prohibited.

•If you spill it, wipe it up.•Never walk through spills, always around them. It is a

good practice to remain at a spill until it can be properly cleaned up to protect everyone in the operation.

•When cleaning floors always place "Wet Floor" Sign in the immediate area.

•Clean floors in sections and allow floor to dry completely before removing Wet Floor signs.

Preventing Slips and Fall Injuries


•Never place objects on the floor that others can trip over.•Never allow your vision to be blocked by items you carry. •Push carts in a manner that allows you to maintain a clear

sight path in front of you.•Slow down when approaching corners or closed doors. •Never allow your vision to become obstructed when

climbing up or downstairs. Never walk up or downstairs with your arms fully loaded. You must be able to maintain a 3 point contact at all times.

•Always check ladders before using to ensure they are in good condition.

•Keep lights properly working to ensure lighting to see your path.

Preventing Trips, Slips and Fall Injuries


Preventing Burns• Use only approved Personal Protection Equipment when

handling hot pans and when cleaning ovens, fryers, kettles, steamers, and other heated equipment.

• PPE includes heat resistant gloves, pads, and sleeves. The best protection provides a moisture barrier in the event the PPE gets wet or there are hot spills.

• Never place pans of food to be heated at a level higher than chest height in ovens and steam cabinets. Pans not level when removing them or checking them will lead to hot liquid spills.

• Ensure hot equipment is turned off and unplugged before cleaning.


Preventing Burns• Move hot pans of food on carts. Announce the movement of

hot food when practical when confronting other employees.• Always be observant of workers around you when handling

hot pans.• Never place a hot pan near the pot and pan sink area and risk

burning a fellow worker.• Move your head away from escaping steam when removing

lids from hot pans or opening doors of ovens and steamers.• When changing pans on a buffet line, politely warn customers

to “please stand away” from the chafing rack where steam will escape.


Preventing Cut and Laceration Injuries• Always wear prescribed Personal Protection Equipment for the

job you are doing.• Wear cut resistant gloves (Kevlar or metal mesh) when manually

slicing with a knife. Kevlar must be worn when using knives with serrated blades.

• Wear cut resistant gloves (Kevlar or metal mesh) when cleaning any equipment with a blade (slicing machine, food chopper or cutter, blender, etc.). Ensure any electrical equipment is unplugged before removing guards to clean.

• Never wear cut resistant gloves when operating slicing or chopping machines. (Meat slicers, buffalo choppers, etc.).

• Use proper tools to open boxes, buckets, or bags of food that are designed for that purpose. Never use an exposed knife blade. It is not designed for that purpose.

• Keep all cutting blades and knives sharpened. Dull blades slide off cutting surfaces and can cut hands and fingers.


Preventing Cut and Laceration Injuries• Replace any knives with broken or chipped blades.• Wear a cut resistant glove when opening cans of food to

remove blade lids.• Never pick up broken glass with an unprotected hand. Use a

broom and dustpan and place all broken glass in a trash receptacle designated for broken glass.

• Always store knives in a protective rack designed for knife storage. Never store knives in drawers, with blades unprotected.

• Never attempt to “catch” anything that is sharp from falling. This includes knives, scissors, box cutters, and boxes of plastic wrap or aluminum foil. Let them fall.


Preventing Lifting InjuriesLifting injuries are not only costly, but can be debilitating and seriously affect quality of life. Lifting injuries are preventable if steps are taken to ensure workers are properly trained in safe lifting and are periodically observed to ensure compliance with lifting standards.

Step 1: Size up your load. If it obviously is too heavy seek assistance from others.Step 2: Never get into a hurry. Step 3: Take your time and follow the standard procedures for lifting:

* Test the weight of the object to ensure it does not exceed the weight limit of your operation.

* Bend at the knees and lower yourself to the level that will allow you to grasp the object.

* Reach around item being lifted and pull close to body.* Lift using the legs to carry the weight.* If moving a long distance place object on cart and transport on that way.* Follow the same standards when placing object down at the end of the carry.

Centerplate – Safety Work Standards

Preventing Lifting InjuriesStep 4: Never lift heavy objects above chest level without assistance.

Step 5: Never allow object being lifted to block your vision.

Step 6: Never run with object you are carrying.

Step 7: Always be aware of workers in your area who may be hoisting or carrying objects. Never distract them from their tasks.

Step 8: Do not overload carts, and load the carts by evenly distributing the weight of objects, and keeping the objects level to prevent items from falling off.

Centerplate – Food Safety Hazards

Three Types of Hazards

PhysicalBiological

Chemical


Food Borne Illnesses

• Causes

• Symptoms

• Risk Factors

• Prevention

• Points to Remember



Causes

• Contaminated food from food sources not approved.

• Bacteria, Viruses, and Other Pathogens.

• Toxins.

• Chemical Contamination.

• Physical Contamination.

• Cross – Contamination.

• Failure to properly cool food.



• 5,000 Deaths

• 325,000 Hospitalizations

• 76 Million Illnesses


Symptoms• Abdominal Cramps

• Nausea

• Vomiting

• Diarrhea

• Fever

• Dehydration

REPORT ALL SUSPECTED CASES TO YOUR MANAGER IMMEDIATELY, AND SEEK APPROPRIATE MEDICAL

ATTENTION!


Risk Factors

• Age

• Young children

• Pregnant Women and Fetus

• Elderly

• Immune system

• Lower immune system is at higher risk.


3 Key Principles of Food Safety

• Prevent Cross-Contamination.

• Practice Good Personal Hygiene and Sanitation.

• Prevent Time and Temperature abuse.


Prevention

• Proper purchasing/receiving.• Proper cooking.• Temperature logs.• Proper refrigeration.• Hand washing.• Practice Good Personal Hygiene.• Proper thawing.• Good Sanitation and Cleaning.• Storage.• Pest Management.• Proper Serving.


Cross-Contamination

Cutting BoardsFood-contact

surfaces

Hands RawFoods

Cleaningcloths andsponges


Cross-Contamination

• Properly store all food and supplies.

• Thoroughly clean and sanitize your facility.

• Use reputable, reliable suppliers.

• Remove garbage and recyclables quickly and properly.

• Keep facility free of insects and rodents.


Prevention

• Prevent Cross Contamination

• Clean and sanitize work surfaces frequently.

• Use color coded equipment to distinguish between uses for raw meat, cooked meat, vegetables, poultry, etc.

• Clean and sanitize utensils between uses.

• Keep coughing or sneezing workers away from food preparation.

• Never place fresh food on top of old food.


The Safe Foodhandler Will Always Ensure:• No stand, cart, kitchen or pantry will open for business unless the

hand-washing sinks are stocked with paper towels and soap.

• Every stand, cart, kitchen and pantry will have a supply of gloves which everyone handling ready to eat foods must wear.

• Temperatures will be taken and logged at every event for final cook, hot holding and cold holding.

• Stands, carts, kitchens and pantries will have a red sanitizer bucket with the proper sanitizing solution.

• No 3-compartment sink will be use for thawing, storing ice, etc.

• Proper personal hygiene habits are followed.

• Points in the flow of food where hazards can be prevented, eliminated, or reduced are attained as a standard procedure.


Wash your hands:

•When you begin work.

•After you have used the restroom.

•After coughing, sneezing, scratching, touching. hair.

•After a break (smoke, eat, drink).

•After handling potentially hazardous foods.

•After cleaning or taking out the garbage.


Handwashing Requirements

ABCD♫

•Turn on warm/hot water and wet hands.

•Apply soap to hands and scrub over tops and palms of hands, between fingers and fingernails.

•Scrub hands for at least 20 seconds. ABC’s

•Rinse hands thoroughly under running water.

•Dry hands with single use paper towel.

•Turn faucet off with the paper towel.


Proper Handwashing

Wet handswith warm/hot water Apply soap

Scrub handsFor 20 seconds Rinse

thoroughlyDry


The Proper Use of Gloves

•Wash hands thoroughly.•Before putting on gloves.•When changing into fresh gloves.

•Wear gloves•When handling ready-to-eat foods (salads, deli

meats, pickles, etc.).•Over bandages on hands and forearms.•When handling raw meats, such as ground beef.

•Change gloves•When punctured or torn.•Before beginning a new task.•Every hour during continual use.

Never use gloves in place of hand washing!


Why use a sanitizer?• The proper use of sanitizer is to sanitize food contact surfaces

AFTER the surface has been properly cleaned.

• Effective sanitation of food contact surfaces will help prevent the transmission of microorganisms and food spoilage.

• A clean surface is absent of visible debris. (Not good enough)

• A sanitized surface is the absence of harmful microorganisms. (GOOD)


Time & TemperatureThe #1 cause of food borne illness is time & temperature abuse!

Keephot foods hot!

140º F or above

KeepCold foods cold!41º F or below

Keep food out of the “Temperature Danger Zone” 41º to 140º F.


1. In the refrigerator at temperatures of 41º F or less.2. Submerge the frozen product in running potable

water at a temperature of 70º F or below.3. In a microwave, only if the food product will be

cooked immediately afterward.4. As part of the cooking process as long as proper

internal temperature is reached.

The Only Acceptable Methods to Thaw Foods:


Temperature Monitoring• Temperature monitoring is also critical to protecting

food. Food temperatures must be monitored throughout the flow of food process;

• Receiving.• Storage.• Hot and Cold food Preparation.• Hot and Cold food Serving.• Hot and Cold food handling as leftovers.• Reheating of hot food leftovers.• Reutilization of cold food leftovers.


Danger Zone

• Below 41 degrees.• Above 140 degrees (FDA MFC 135*F).• Time temperature abuse #1 is the most commonly

reported of Food borne illnesses.• Food may not be allowed to remain in the temperature

danger zone more than a total of 4 hours throughout the entire flow of food process.


Critical Control Points (CCP’S)

Critical Control PointHold all Hot Potentially Hazardous Foods at 140ºF or above.

• Final Cook Poultry, Stuffed Meats - 165ºF for 15 seconds.

• Final Cook Ground Beef, Hamburgers - 160ºF.

• Final Cook Pork - 145ºF for 4 minutes.

• Final Cook Ground Pork including Sausages - 155ºF for 15 seconds.

• Final Cook Steak – Surface temperature is 145ºF.

• Final Cook Whole Muscle Roasts (Rare) 130ºF for 112 minutes.

• Final Cook Whole Muscle Roasts (Med to Well) 145ºF for 4 minutes.

• Final Cook Fish, Eggs - 145ºF for 15 seconds.

• Final Cook Time for Other potentially hazardous foods - 145ºF for 15 seconds.


Critical Control Points (CCP’S)Critical Control Point

• Cooling all Potentially Hazardous Foods.• 140ºF down to 70ºF with in 2 hours.• 70ºF down to 41ºF or below in an additional 4 hours.

Critical Control Point• Hold ALL Cold Potentially Hazardous Foods at 41ºF or Below.

Critical Control Point

• Reheat all Potentially Hazardous Foods to 165ºF or above for 15 seconds.


Procedure for Taking Proper Temperature

1. Insert stem of thermometer into the center of food item for 10 seconds.

2. Log temperature on the Concession or appropriate Temperature Log.

3. If item is in the Temperature Danger Zone, take corrective action (Re-heat, rapid chill, check again or discard) and enter action in log.

4. Sanitize thermometer stem.5. Temperatures should be taken and logged every hour.

Remember, the #1 cause of food borne illness

is time and temperature abuse.


Calibrating Your ThermometerIce Point Method

• Place tip of the thermometer in the center of bowl of 50/50 water and crushed ice and wait 3 minutes. If thermometer does not read 32ºF, turn calibration nut until it reads 32ºF.

• Submerge the sensor into boiling water. For a bi-metallic thermometer, wait until the needle stops, then use a small wrench to turn the calibration nut until the thermometer reads 212 ˚F (100˚C).

• Sanitize thermometer before use.

Boiling Point Method.


Keeping Proper Records

Take and Record Temperatures Every Hour andRecord any Corrective Actions Taken.


Food Allergens

Common Food Allergens

Milk and dairy products (cheese, butter, etc.)Eggs and egg productsFish (fresh and saltwater)Shellfish WheatPeanutsTree nuts Soy and soy products


Food Allergens

Symptoms of an allergic reaction include:

• Itching in and around the mouth, face, or scalp.

• Tightening in the throat.

• Wheezing or shortness of breath.

• Hives.

• Swelling of the face, eyes, hands, or feet.

• Gastrointestinal symptoms.

• Loss of consciousness and death.


Food Allergens

To respond to guests with food allergies:• Be able to fully describe menu items.• If you are unsure if an item is allergen free, tell the guest

you are unsure, and urge the guest to order something else.

• Ensure that cookware and utensils used to prepare the guests’ food are allergen free.

• Call the area supervisor if the customer requires, or if the customer demands information you don’t know about the product.


Points To Remember• Food borne illness comes from food that is

contaminated.• Higher risk persons are young children, Pregnant

Mothers, Elderly.• Symptoms may resemble intestinal flu and onset may

be immediate.• Prevention Measures are critical and must be followed.• Report all suspected cases to your manager

IMMEDIATELY.


Steps to Respond to Customer Complaints (internally)1. Gather factual information – who, what, when, where, why? –

complete Customer Illness Report.2. Contact Joel Willard, Corporate Safety and Environmental Manager at

(864) 598-8664 or (864) 415-2035; or contact Vicki Dudley at (864) 598 8611.

3. If unavailable, contact one of the following Centerplate contacts:• Rina Teran, V.P. Secretary and Associate General Counsel: (203) 975-5906.• Gael Doar, Director – Communications: (203) 975-5941; (203) 918-3187.• Paul Daly, V.P. Purchasing: (864) 598-8618; (864) 621-4240.

4. Follow the Food Borne Illness Investigation Procedures to prevent the risk of further illness.

5. Contact your Hub Vice President to advise.6. Direct any claims questions to Joel Willard at (864) 598-8664 or Dudley

at (864) 598-8611 in Risk Management. Direct all media questions to Gael Doar at (203) 975-5941.


Steps to Respond to Customer Complaints1. Seek information. • Ask the customer what he/she ate, when, where purchased,

who witnessed, and all facts related to complaint. 2. Provide assistance.• Refer the guest to first aid, call security, call 911, or notify

Facility management to seek medical assistance, depending on the medical condition of the customer.

3. Inform management.• Notify Centerplate management immediately and follow

emergency procedures of the building.4. Assist family members of ill customer.• Provide the family members with contact information of

hospital, directions or other information needed.


Remember,People pose the greatest risk to food safety!

You are responsible for your actions.Food Safety is No Accident.

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