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“We craft and deliver extraordinary entertainment experiences.”

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1 “We craft and deliver extraordinary entertainment experiences.”
Concessions Frontline Training (revised ) “We craft and deliver extraordinary entertainment experiences.”

2 2009 NFP Concessions Training
Pg 2

3 Concessions 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!! Notes: pg 3 Welcome to Centerplate and to the Concessions Department team! As a member of our team, you play an important role in our future success. We are committed to providing our clients with a first class food and beverage program. Your commitment to quality and total customer satisfaction is the key to attaining our goal of providing 100% satisfaction. To the customer or guest, you are Centerplate. Centerplate is committed to providing a work atmosphere that gives you the opportunity to contribute and succeed. We want you to enjoy a career that is both challenging and satisfying.

4 “We craft and deliver extraordinary entertainment experiences.”
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.” Notes: pg 4 Our Concessions Team must focus on providing the best of service. Lets first review the service vision of Centerplate: “Creating something special.” What does this mean? It means creating a memorable experience for customers by offering high quality food, beverage and merchandise services with a responsive, solution – driven staff. We will now review the requirements of the Concessions department so we can all achieve our Goal of providing excellent quality services in Concessions. [TRAINER - PAUSE and READ THE COMPANY MOTTO AND DISCUSS: 1.To Craft: produce, generate, bring into being 2.To Deliver: cause, give, present, accomplish 3.Extraordinary: excellence, professional, value self-confidence, consistent

5 Concessions 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! Notes: pg 5 Our training will cover Organization of the Department, Procedures, Duties, Cash Handling Requirements and Customer Service. Why is this effort important? We are in the hospitality business. Training is an investment by Centerplate in You and our future business. From first time guests to repeat customers, better trained staff leads to improved customer satisfaction, increased revenue, more work available, higher profits and renewed contracts. You generate and sustain the all–important service relationship with our customers – You are the Key Link to our customers’ satisfaction!

6 Concessions Types of Concessions Outlets @ LOS
Centerplate has several types of concessions sales points: Permanent Stands Portable Stands Club Areas Warehouses Vendors/Hawkers MBE/WBE Notes: pg 6 Centerplate provides many types of concessions and retail food and beverage services: Permanent Stands Portable Stands Convention Center Retail Services Restaurants Commissaries Vendors/Hawkers Each should provide consistent high quality services. You will be assigned by your supervisor to a particular location.

7 Concessions 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 Notes: pg 7 Listed here is the typical structure of a concessions department. Your unit trainer will explain the structure of your particular location’s concessions/ retail food service outlets.

8 Concessions Duties of Managers Lead Supervisors (Centerplate)
Manage 3 to 4 Area Supervisors and resolve any issues Enforce Proper Procedures/Health Department Regulations Area Supervisors (Centerplate) Manage 3 or 4 stands and resolve issues which may arise. Stand Managers Manage all stand staff. Manage stand food production. Determine assignments. Maintain sanitation of stand and equipment operation. Banker Prepare 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. Notes: pg 9 Your managers have the primary responsibility for: (1) keeping operations running smoothly; (2) making personnel decisions; and (3) ensuring that our customers are satisfied. To do this, they rely on a high level of cooperation and support from various operation and staff teams. Managers are responsible for helping each employee do the best job possible. Lets review the typical duties of these concessions department managers: Area Supervisors - manage several stands and resolve issues as they arise. Stand Managers - manage the staff, food production, equipment maintenance and sanitation in the stands. Head Cashiers - are responsible for all aspects of the stand cash management and reporting. Your trainer will explain the specific duties of the managers at your location.

9 Concessions 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. Notes: pg 10 Listed here are the duties of Cashiers. Cashiers assist in the opening of stands such as counting pre-event inventory and assisting the head cashier. Cashiers directly serve our customers by taking orders, upselling, responding to complaints, and responsibly selling alcoholic beverages. Cashiers also assist in stand cleanliness and closing procedures.

10 “Craft and deliver extraordinary entertainment experiences.”
Concessions Shift/Event/Game Day Procedures Follow 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.” Notes: pg 11 Your trainer will review with you the particulars of your units rules and procedures regarding parking, arrival time, clock-in procedures, work assignments, procedure to obtain employee ID badge and the storage of personal belongings.

11 Concessions 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. Notes: pg 12 Your appearance is vital to your successful employment at Centerplate. You should always wear your name badge or security badge AND a smile. You must wear the appropriate uniform for your position (which your trainer will advise) and proper shoes. Personal hygiene and proper grooming are also critical. Ask your supervisor or GM if you have any questions.

12 Concessions Ask Questions! Pre-Shift Meeting
Area 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! Notes: pg 13 At the start of your shift your Area Supervisor will meet with the staff inside of the stand. During this meeting, policies and procedures for the event will be announced. All important information about the event such as assignments, alcohol service cut off time, menu changes, opening and closing times, and upcoming schedule changes are discussed. This is a good time to bring up any questions or comments from previous events or for the event we are preparing for.

13 Concessions Opening Procedures General 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. Notes: pg 14 The opening of a concessions stand requires organization and attention to detail. Here are several items that will assist in the opening of the stand, and all stand employees can assist in these general opening duties. [ pause to give employees time to review all ]

14 Concessions Opening Procedures Verify 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. Notes: pg 15 You may be asked to assist in the opening inventory of chargeable items before the event or shift. Your manager will give you specific instructions for the procedures to use in your unit.

15 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. Notes: pg 16 Keeping an accurate inventory at the beginning of an event/shift, during the event, and after the event is critical to monitoring food costs. You can help your Stand Manager in this important task.

16 Concessions Food Production
Prepare 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 % 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.” Notes: pg 17 The stand manager will supervise the timely production of food for the stand. You can assist as instructed by ensuring necessary items are in stock, the food is timely cooked according to recipes and stand production sheets, and the temperature of food is periodically taken and recorded.

17 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. Notes: pg 18 Additional tasks which you may be assigned to complete before the stand opens are listed here – review each carefully.

18 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. Notes: pg 19 Opening the concessions stand also requires the distribution of the stand “bank” or “till” for the event or shift. The head cashier may instruct you to verify cash for a POS (Point of Sale), ensure the register is working or related tasks. Always lock the registers when they are not in use.

19 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 Notes: pg 19 Opening the concessions stand also requires the distribution of the stand “bank” or “till” for the event or shift. The head cashier may instruct you to verify cash for a POS (Point of Sale), ensure the register is working or related tasks. Always lock the registers when they are not in use.

20 Concessions 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. Courtesy. Communication. Pride. Competence/Knowledge. Extra Effort. Appearance. Notes: pg 20 You are often the customer’s first experience with Centerplate. Make each encounter pleasant, satisfying and memorable. Here are Six Keys to ExtraOrdinary Customer Service: Courtesy. Communication. Pride. Competence/Knowledge. Extra Effort. Appearance.

21 Concessions 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. Notes: pg 21 A smiling face, positive attitude and courteous behavior when interacting with customers is absolutely critical to happy customers. Courtesy is a elementary part of excellent service. Courtesy is demonstrated by a respectful tone and enthusiastic interest in the customer and his/her needs. One rule we must always follow is the 10/5 Rule of Greeting– greet all customers with eye contact when the customer is 10 feet from you, and a friendly greeting as the customer is 5 feet from you.

22 Concessions OR 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 Notes: pg 22 We strive to always keep our locations at a consistently high level of service, largely dependent upon courteous friendly actions towards customers. All locations must exhibit Key #1 - Courtesy – to all guests, co-workers and business partners.

23 Concessions Key 2 Communication
Effective Communication requires one to: Listen Clarify Repeat Respect Reflect Reaffirm Think before speaking Deliver goods or information “Thank you” Notes: pg 23 Communication is the verbal and nonverbal exchanges we have with customers. Communication begins with the first smile and eye contact until the enthusiastic “Good bye and thank you.” Communication is the vehicle for completing the sale and obtaining our goal of excellence. Each step listed here is critical to effective Communication: Listen with full concentration Clarify when necessary Repeat if needed Respect Reflect-think before speaking Reaffirm and confirm when completing the requested task Deliver the services, products Enthusiastically thank the guest!

24 Concessions Key 2 Communication
Communication is interacting with every customer with enthusiasm and courtesy. Start of with always having a smile on your face! 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. 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. Notes: pg 24 Communication is both verbal and nonverbal. What we say and how we act speak volumes to our customers. Important steps: Smile. Display a sense of urgency - it creates Energy. Use clear and enthusiastic communication. Example: Will a customer feel well-serviced from a shy concessions worker who is slow to respond and mumbles - or a smiling energetic employee who quickly fills the order and clearly states the order, and returns the change in a clear manner.

25 Concessions 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 Notes: pg 25 Pride in one’s job and Company enables the customers to see the excellent service you are providing. A clean work station, snappy uniform and delicious food are tangible illustrations of Pride in our business. Suggesting a new menu item tells the customer you are Proud of the food/service we offer. Explaining how the food is prepared shows Pride in your job and Company.

26 Concessions 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 Notes: pg 26 Key 4 KNOWLEDGE/COMPETENCE Knowledge – all employees must know detailed information about the food, beverage and other services we provide, and must know the listed details about the facility at which one works. Learning as much as we can about our own jobs, the functions of other departments and the total organization helps our knowledge and ability to provide great service. People who enjoy what they are doing, usually do it well. Before a person can really enjoy the job, he or she must be Competent in his or her abilities to do every aspect of the job correctly. The efficiency and thoroughness we display in doing our job shows to others our high level of competence.

27 Concessions 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. Notes: pg 27 WHY BE ORDINARY WHEN YOU CAN BE EXTRAORDINARY? SERVICE IS A FEELING – You know what it is when you get it – so give back the same thing – and more. The simple secret is – don’t give any feeling to others you wouldn’t want to feel. You know when you’re doing a great job, you can feel it. You also know when you you’re doing your BEST. We want to impress our customers with service that goes beyond what’s normally expected. We want to WOW them!! EXTRA Effort: Helping a customer with his/her selections. Calling for assistance for a handicapped guest. Explaining new menu items with enthusiasm. Keeping your eyes and ears open, and stepping up when extra help is needed.

28 Concessions Key 6 Appearance First impressions are KEY Upright Posture
Excellent Grooming/Hygiene Complete Uniform with Name Badge SMILE! Notes: pg 28 First impressions are extremely important. It tells the customer how we feel about our job and ourselves. Customers notice the care we use in our personal appearance. In addition, the passion we display in doing our job and the approaches we use when we address customers is key. We seldom get a second chance to make a first impression.

Concessions EXTRAordinary Service Are you ready to go the EXTRA mile? E EVERY CUSTOMER IS GREETED X CROSS PATHS WITH THE CUSTOMER T TAKE THE TIME R REMEMBER TO SUGGEST A ALWAYS THANK YOUR CUSTOMER Notes: pg 29 Now lets shift gears and really focus on what EXTRAordinary Service really means! EXTRAordinary Service is our Goal with each customer, so that we “Create Something Special” for each customer. This program emphasizes creating memories by being as friendly and proactive as we can, as well as performing our jobs with professionalism and passion. EXTRA is an acronym for the service skills that you should perform every time you come in contact with a customer, using the Six Keys of Service we just reviewed: E EVERY CUSTOMER IS GREETED X CROSS PATHS WITH THE CUSTOMER T TAKE THE TIME R REMEMBER TO SUGGEST A ALWAYS THANK YOUR CUSTOMER

30 Every Customer is Greeted
Concessions 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?” Notes: pg 30 There are several ways to greet your customers. Here are some simple examples of different types of greetings that you may use when you come in contact with your customers. Always use the 10/5 Rule: MAKE EYE CONTACT WITH CUSTOMERS AS YOU DRAW WITHIN 10 FEET OF THE GUEST AND EXTEND A WARM GREETING TO THE GUEST WITHIN 5 FEET OF INTERACTING WITH THE GUEST. [Give audience time to read all of screen] [Pause and Ask audience to give examples of each type of greet]

31 X-Crossing Paths With Customers
Concessions 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! Notes: pg 31 Crossing paths with our customers is a very important step in providing EXTRAordinary service through effective communicating. Crossing paths is approaching each customer and determining their needs. When approaching each customer, we want to show enthusiasm and energy to create an exciting experience. It’s your job to ensure that everyone that you are in contact with sees in your face and body language that you are happy to help them. Remember that we want to make our customer’s visit special and memorable. For example, if you see customer taking a family picture without one of the family members in it because they are taking the picture, stop what you’re doing and offer to take the picture for them. After taking their picture, be sure to suggest to them to visit one of our food stands for a cold/warm drink and to visit the gift store for some great items to remember their day.

32 Concessions 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 Notes: pg 32 Now that you’re greeted, crossed paths by approaching and inquired what your customer needs, you now “Take The Time” and listen to the customer. Listening to customers seems to be a lost art these days. We all say that we listen to the customer, and that we always try to give them what they need. The problem is we often assume that we know what they need better than they do. It has to do with being focused on what we’re trying to sell rather than what the customer is trying to order. When you inquire what the customer’s needs are, you need to listen to their responses. TAKE THE TIME TO LISTEN! What do they want? LISTEN AROUND YOU – When you’re working, always be aware of all customers that are around you. Keep your ears open to what they are saying. By listening, it will cue you in on what your next move will be. Be understanding and patient and take the time to listen. Be empathetic with the situations of others. Take action that shows you care.

33 Concessions 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. Notes: pg 33 By now you’ve greeted your customer, you’ve crossed paths and approached, and you’ve taken the time and listened to their needs. You now need to take action and provide your customer with what they have requested or ordered. But as you take the order, REMEMBER TO SUGGEST additional items to compliment the order: specials new additions dessert drinks souvenirs.

34 Always Thank Your Customers
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. Notes: pg 34 EXTRAordinary! To separate yourself from the competition and everyone else, you must take EXTRAordinary actions. Have creative new ideas. Do things (professionally) no one else would do. Manners! Think back to when your mother screamed at you about how to act civilized, and do it. Manners are noticed either by their presence or their absence. Thanking a customer is just one example of courtesy that exemplifies extraordinary customer service. There are several ways to enthusiastically thank a customer – be sincere! Here are some examples. Be sincere, smile and thank EVERY guest!!

35 Concessions Sales – Tips to Keep the Lines Moving
Pre-ice soda, drink cups as lines form. Continuously re-stock food items. Have back-up products ready for Stand Attendant. Open all Points of Sales. This is a MUST! Put most experienced cashiers on the front line. Take the order and repeat it to Guest. Suggest additional items from the menu. Monitor time of sales interaction. SMILE! Deliver food and beverage items promptly. Take payment and deliver change clearly and concisely. Continuously clean the stand. Give EXTRA EFFORT! Notes: pg 37 Your stand will best serve a customer by efficient timely responses to a customer's order. Here are tips to keep the line moving, and get the guests back to the game, show or meeting.

36 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 Notes: pg 38 We have an obligation to be responsible as we sell alcohol to our customers. Centerplate is committed to Responsible Alcohol Sales (RAS) and has prepared a separate training session to cover this important topic. You may also attend TIPS or TEAM training on alcohol service.

37 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. Notes: pg 39 Centerplate accepts cash, credit cards and US travelers checks at most units. No personal checks are accepted. Your trainer will explain the procedures for operating the particular registers, Quest or tills at your unit/stand, and how to process credit cards at your location. Here are some general money handling guidelines. [pause to review]

38 Concessions 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! Notes: pg 40 If you are presented with a US Travelers check, follow the procedures at your location as explained by your trainer. Inspect the check for authenticity. Watch the customer sign his/her signature. Verify name and signature with a valid picture ID.

39 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! Notes: pg 41 Our cashiers have a great deal of interaction with our customers. Use that time to give Extraordinary customer service to each guest. Greet the Customer with friendly eye contact as they are 10 feet from you, and greet each guest with a robust Hello! as they are 5 feet from you. Make sure you communicate all specials or new menu items, upsell and THANK the guest.

40 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! Notes: pg 42 An efficient sales transaction is key to speed of service and excellent customer service. Repeat the order; tell the cash amount of the order, collect payment. Next, place the amount tendered on the till ledge and verbally count out the change to the customer. Double check that the amount of change is correct. Place the bills in the till and close the till. Hand the receipt, food and beverage to the customer, smile and say “THANK YOU!” Tip jars can only be used with management permission. Tip jars can never be placed on the front counter. Your trainer will explain the rules of your facility about tip jars at this time. [ TRAINER--EXPLAIN TIP RULES AND TIP JAR RULES AT YOUR LOCATION]

41 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. Notes: pg 43 Cashiers are responsible for protecting the cash in their control during the event. Protect your till or register and its contents by keeping the drawer closed when not making a sale, do not turn your back on an open register, and do not make change or share money between tills.

42 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. Notes: pg 44 Additional tips for cashiers include: ring up sales individually conclude the sale promptly and close the drawer. change should be counted twice to confirm accuracy. only the cashier assigned to the drawer (and the head cashier) can have access to the register. close the register after each sale.

43 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. Notes: pg 45 Additional pointer/rules: No personal or payroll checks are acceptable. Follow your location’s rules regarding credit cards. All errors or register malfunctions must be reported promptly to the stand managers. No personal bags or purses allowed in the stand. Keep all bills of like denominations together and facing in the same direction in the register.

44 Concessions Our Customers Deserve Service that Reflects R Respect
E Energy/enthusiasm S Smile/Positive attitude P Passion E Exceed expectations C Communication T Teamwork Notes: pg 46 When we serve our customers with clear communication, and friendly, enthusiastic actions, showing passion for our work and a positive attitude, we are providing Extraordinary Customer Service! Our actions must show Respect to our customers and exceed our customers’ expectations. Of course, Teamwork is a Key to Extraordinary Customer Service.

45 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. Notes: pg 53 Good hygiene and sanitation are critical to working in concessions. Washing of Hands must occur often and at each point listed on this slide.

46 Concessions Handwashing Requirements
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. ABCD♫ Notes: pg 54 Hand Washing must be performed in accordance with these steps--do not skip any step. [ pause to review ]

47 Concessions The Proper Use of Gloves
Never use gloves in place of hand washing! 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 Notes: pg 55 Concession employees who handle ready to eat food or raw meats, or who have bandages on their hands, must wear gloves. Gloves should be changed if soiled, punctured or torn, before beginning a new task, or during every hour of continued use.

48 Concessions 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. Notes: pg 56 Your trainer will explain the rules at your location for taking a meal break, including payment, where to eat, clocking out and NO ALCOHOL! 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 and out of uniform.

49 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. Notes: pg 57 You will be assigned certain duties associated with closing the stand, which may include: collection and recording spoilage, assisting head cashier with bank duties, and cleaning the stand.

50 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.. Notes: pg 58 Other closing duties you may be assigned are equipment sanitation and shut down, closing up the stand, and other tasks as requested. You cannot leave the stand until your stand manager gives you permission to leave.

51 Concessions 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! Notes: pg 59 Make sure you follow the end-of-day procedures for your location, including: Clocking out. Turning in Uniforms. Gathering personal belongings. Turning in any paperwork. Turning in your security badge (if required). Checking your schedule. Arrive Home Safely!

52 Concessions “We craft and deliver extraordinary
entertainment experiences.” 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! Notes: pg 61 Your efforts in the Concessions department are vital to the success of Centerplate. Doing you BEST at work, according to the rules and guidelines we have discussed here and in other training, will assist all of us in reaching our GOAL to “ Create Something Special ” for our guests. [TRAINER – EMPHASIZE THE COMPANY MOTTO AGAIN: “We craft and deliver extraordinary entertainment experiences.”]

53 Concessions Conduct on the Job
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!!! Notes: pg 49 While working concessions, remember these rules: You are NOT a spectator – you cannot go to an area to watch the event and cannot roam/visit the trade floor. Do not ask for autographs. Do not SIT in the stand. Keep your stand CLEAN at all times. Remember to conduct your job with SAFETY a PRIORITY.

54 Concessions Conduct on the Job
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. Notes: pg 50 We expect you to conduct yourselves as professionals at all times, displaying only the best of behavior. Centerplate does not use “progressive discipline” – it does not have to give warnings before terminating employees, unless a union contract provides otherwise. If you violate our policies, rules or expectations, you can be fired immediately at any time for cause or without cause, unless a union collective bargaining agreement (CBA) provides otherwise. It is imperative that you read each listed sample of unacceptable conduct on the slide, and do not engage in the listed examples of prohibited conduct. [Give time to read this slide].

55 Concessions Prohibited Conduct
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. Notes: pg 51 These examples of prohibited conduct are also grounds for discipline or termination in the Company’s discretion, and are listed in your handbook. Please ask your manager or trainer if you have any questions.

56 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. Notes: pg 21 Some other general work rules include that Telephone use is limited to emergencies; and leave your cell phone, M 3 players, IPODS or other PDAs at home. Your trainer will explain where you are to park, and where smoking is allowed. You must use the employee entrance and exit at all times, except in the case of an emergency. Now lets discuss some important Company policies.

57 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. Notes: pg 28 Another important policy is Centerplate’s stance prohibiting illegal harassment. Illegal Harassment is behavior or actions that offend others and violate the law, where the behavior or conduct is based on and offends one because of a legally “protected trait” – such as race, color, gender, sex, age, religion, creed, disability, national origin, sexual orientation, veteran status or other legally protected status. Centerplate strictly prohibits ANY form of harassment. You are required to treat all employees with dignity and respect. Harassment can result from words, conduct, body language, s or written materials, if they are offensive and unwelcome.

58 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. Notes: pg 29 Sexual harassment is offensive behavior based on one’s sex, such as unwelcome flirtations, advances, requests for sexual favors, and other visual, verbal or physical conduct of a sexual nature, when submission to the conduct is a requirement of employment; submission or rejection of the conduct is the basis for employment decisions affecting the employee; or the conduct unreasonably interferes with the person’s work performance by creating a hostile work environment – where the hostility of the work environment is severe, pervasive and unwelcome. Persons engaging in sexual harassment or other harassment will be subject to disciplinary action up to and including termination.

59 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. Notes: pg 30 Here are some examples of sexual harassment. [Pause and let audience read] Remember: violations of the policy against harassment, based on sex or any other “protected trait,” can lead to termination.

60 Company Policies Discrimination/Harassment Reporting Procedures
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/ 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. Notes: pg 31 Employees must report harassment or discrimination immediately to Your supervisor The Corporate HR Dept. or The Network Hotline The complaint will be investigated, and if deemed appropriate, corrective action will be taken. The complaint will be kept confidential to the extent possible, but we cannot guarantee it will remain confidential.

61 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. Notes: pg 35 Another important company policy is the Drug Free Workplace policy. Centerplate is committed to providing a healthy work environment free from the influences of controlled substances, illegal drugs or alcohol. Employees may not personally possess, use, or consume alcohol, OR possess, use, manufacture, distribute, dispense, purchase, sell or have “controlled substances” in their systems (without medical authorization or in improper dosages), while at work, on Centerplate property, or conducting company business.

62 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. Notes: pg 36 Controlled substances include 1. illegal drugs, and 2. legal drugs (over the counter or prescribed) if taken in a dosage or combination which results in mental/physical impairment, or if taken without proper medical authorization, supervision or prescription. Testing – Centerplate may use drug or alcohol testing in accordance with its policies and applicable law. Employees with substance abuse problems are encouraged to seek medical assistance before they affect job performance.

63 Concessions Conduct on the Job Searches
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. Notes: pg 48 Centerplate has the right to conduct unannounced searches of the facilities its manages and operates, and all property on the grounds, including employee’s bags, lockers, vehicles and other employee property.

64 “We craft and deliver extraordinary entertainment experiences.”
Concessions Frontline Training End page 65 “We craft and deliver extraordinary entertainment experiences.”

65 Employee and Food Safety
pg 2

66 Welcome 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. Notes: pg 3 Centerplate is committed to providing and maintaining a Safe work environment for our employees as well as our guests. You will set the tone for a safe work place by being proactive and setting the example for others. The efforts you make to identify and eliminate hazards will ensure not only your safety, but the safety of others.

67 Centerplate – Employee Safety
Employee Safety Rules All Employees must follow these basic safety rules: FLOORS 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. Immediately pick up anything you drop on the floor or any foreign object you see on the floor. Sweep up – don’t pick up – broken glass. Wear shoes with slip resistant soles and hard toes. Notes: pg 4 Slip, trip and fall injuries are common and can lead to serious injuries. Follow these rules to help keep all employees and guests safe from dangerous floor conditions. [Pause to read slide]

68 Centerplate – Employee Safety
Employee Safety Rules TRAFFIC, CLEAR AISLES Watch where you are going at all times, especially through doorways, busy aisles and corners. Keep aisles, halls and walkways free from obstructions like boxes, carts, electrical cords and hoses. Observe all traffic signals, speed limits and warning signs while driving company vehicles. Keep work areas clean and orderly – remove all trash. Notes: pg 5 Being aware of your surroundings and moving around in a safe manner is important to avoid unnecessary collisions. Follow all protocols regarding safely moving about the facility, and keep all aisles and hallways free from obstructions, boxes, carts, hoses and electrical cords.

69 Centerplate – Employee Safety
Employee Safety Rules LIFTING Follow instructions in lifting heavy objects so as to avoid serious injury. Get help when it is more than you can handle. Use care when lifting objects and use a cart or hand truck when necessary. Pull – do not push – carts through doorways. Use an approved ladder or step stool, not a box, crate or chair, for reaching high objects. SMOKING All designated “No smoking” areas in Centerplate or our Client’s place of business will be observed. Notes: pg 6 Use common sense to avoid injuries when lifting or moving heavy objects. Use only approved ladders for reaching high objects. Smoke only in approved designated areas.

70 Centerplate – Employee Safety
Employee Safety Rules EQUIPMENT Always ask for instructions before using any type of equipment with which you are not entirely experienced or fully trained on. Inspect all equipment to insure proper function before use. Always unplug equipment before cleaning it. Do not put your hands in the garbage disposal. Store all equipment and utensils properly and in the correct place when finished using them. Use a plastic or wooded tamper when operating food choppers or grinders. Wear cut resistant gloves when slicing, dicing and chopping and when cleaning the slicer. Notes: pg 7 Following these simple rules when using equipment will greatly reduce your chance of injury. Only operate equipment on which you have received instructions or training, and inspect the equipment before use. Unplug all equipment before cleaning. Store equipment and utensils in their proper places. Do not put your hands in or near the garbage disposal or in the food chopper or grinder. Wear cut resistant gloves when cutting food or cleaning the slicer.

71 Centerplate – Employee Safety
Employee Safety Rules REPORTING All personnel need to report any safety hazards to your area supervisor immediately. Every accident, no matter how slight, must be reported immediately to your supervisor. Notes: pg 8 Be proactive and aware of your surroundings. Report all safety hazards and ANY accident, no matter how slight, to your supervisor immediately.

72 Centerplate – Safe Work Standards
Preventing Slips and Fall Injuries 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. Notes: pg 9 Now let’s address preventing slips and falls. Always be aware of your surroundings. Use the motto “never place your feet where yours eyes have not already been.” Do not allow yourself to become distracted. Walk around obvious spills, but better yet; if you see a spill – stand by it until you can get the attention of someone to take responsibility to clean up the spill. Always identify spills or recently mopped areas with “wet floor” signs. If using the traditional method, mop floors with hot, soapy water, then, using another mop and bucket, with clean cool water. This ensures soap residue is removed from the floor. If using the new “one step” floor care products, follow the manufacturer's instructions. NO horseplay or running in the food service areas.

73 Centerplate – Safe Work Standards
Preventing Trips, 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. Notes: pg 10 Common sense will help avoid many slip and fall injures. Do not place objects on the floor that that others might trip over. Always carry objects in a manner that you can see the floor and where you are going. Push carts so you can see where you are going. Slow down when approaching corners or closed doors. Enter on the right if there are two doors into the kitchen or service area. Follow these rules when using ladders: inspect the ladder and use only if in good condition. ensure the ladder is big enough to avoid over reaching. climb up and down facing the ladder. secure the ladder before climbing. Lighting – always turn on the light before entering a room, keep walkways visible with proper lighting, replace used light bulbs and repair faulty switches. Stairs – climb up and down slowly, one step at a time and hold onto railing. No horseplay on stairs.

74 Centerplate – Safe Work Standards
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. Notes: pg 15 Burns are serious and must be avoided by following these safe work rules: Use approved personal protection equipment such as heat resistant gloves, pads and sleeves when handling hot equipment or pans, or cleaning heated equipment. Carry pans of hot food at chest level or lower and keep them level to prevent spills. Turn off hot equipment, and unplug, before cleaning.

75 Centerplate – Safe Work Standards
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. Notes: pg 16 You can avoid burns by moving hot food on carts, and announce the movement of hot food when practical to other employees. Always be observant of other employees when handling hot pans. Always move your head AWAY from escaping steam when removing lids from hot pans or opening stove doors or steamers. When changing pans on a buffet line, politely warn customers to stand away and avoid the escaping steam.

76 Centerplate – Safe Work Standards
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. Notes: pg 17 We will now consider safety standards to prevent cuts and lacerations. We work around kitchens, which have plenty of opportunities for cuts and lacerations. These rules will help prevent those injuries: Always wear approved Personal Protection Equipment when using knives, or cleaning equipment with blades. Unplug equipment before cleaning. NEVER wear PPE (Personal Protection Equipment) when operating slicing/chopping machines. Use proper tools to open boxes, bags and other items. Keep all cutting bladed and knives sharpened.

77 Centerplate – Safe Work Standards
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. Notes: pg 18 Additional standards to prevent cuts and lacerations include that knives with broken or chipped blades should be replaced. Wear PPE (Personal Protection Equipment) when removing lids from opened cans. Use a broom and dustpan to clean up broken glass. Store knives in a protective rack designed for knife storage, not in a drawer. NEVER attempt to catch anything sharp that is falling – let it hit the floor. This applies to knives, scissors, box cutters or boxes of aluminum foil/plastic wrap.

78 Centerplate – Safe Work Standards
Preventing Lifting Injuries Lifting 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. Notes: pg 19 Back injuries account for nearly 20% of all injures and illnesses in the workplace. Six million people a year seek medical treatment because of back pain, often because they did not use the proper methods of lifting and moving an object. An improper lift is defined as one that places most of the stress on your back muscles. Dangerous Lifting Techniques include: standing too far away from the object, lifting more than you can handle, bending your back, looking at the ground while you are lifting, or carrying the object over a slippery or cluttered floor. Safe Lifting Techniques include: making sure you have an open and clear place to set the object down, stand close to the object, tighten your stomach muscles, lower your body by bending your knees with a straight back, and lift and lower both smoothly and slowly.

79 Centerplate – Safety Work Standards
Preventing Lifting Injuries Step 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. Notes: pg 20 Other lifting tips include do not lift heavy objects above your chest without assistance, and don’t let objects block your vision. Never run when carrying an object. Be aware of workers in the area. Do not distract workers who are carrying heavy loads. If using a cart, make sure it is loaded properly: appropriate weight for the size of content, and loaded so that items do not block your vision or will fall off the cart. Now lets turn our attention to food safety and proper food handling and preparation techniques, and the symptoms of, prevention of and response to Food Borne Illnesses.

80 Centerplate – Food Safety Hazards
Three Types of Hazards Physical Notes: pg 21 Serving wholesome, tasty, safe food to our customers is one of our main goals. However, the day to day work of running a food service operation is complex and demanding. Employees, food and equipment must be managed and coordinated every minute of every working day. Food Safety depends on every area of the operation working properly – from receiving food at the loading dock to serving it to customers. We need to involve all of our employees working together to ensure food safety. Hazards involved in Food Preparation, Handling and Service are: Physical - objects that accidentally enter food, a foreign matter (dirt, hair, nails, metal, etc.) Biological – danger of Food contamination by disease-causing micro-organisms (bacteria, viruses, parasites, or fungi) certain plants and fish that carry toxins. Chemical – Food contamination by pesticides, food additives, preservatives, cleaning supplies and toxic metals that leech through warm cookware and equipment. Biological Chemical

81 Centerplate – Food Safety Hazards
Food Borne Illnesses Causes Symptoms Risk Factors Prevention Points to Remember Notes: pg 22 A Food borne Illness is defined as a disease carried or transmitted to people by food. Lets discuss the various causes, symptoms, risk factors, prevention steps and key points in preventing food borne illnesses.

82 Centerplate – Food Safety Hazards
Food Borne Illnesses 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. Notes: pg 23 Many things can contaminate food and cause food borne illnesses. Bacteria are everywhere; on hands, and in throats, ears and hair. Raw foods are not sterile. Contamination can occur during slaughter of meat or the harvest of seafood. Bacteria can be stopped or killed only by cooking at high temperatures. Freezing may slow the growth but once in the right climate they will grow again. Toxins can be the result of chemicals accidentally introduced into food, or are the result of bacteria present or may even be part of the growing process in some foods. Ensuring food is only purchased from authorized sources, that proper temperatures are maintained and that chemicals used in the operation are controlled will help prevent toxins from poisoning food. Physical contaminants include such things as human hair, false fingernails or broken glass. These objects can be controlled from entering the food chain by ensuring employees follow grooming and uniform standards and keeping unneeded objects out of the food preparation and serving areas. Cross – Contamination is the transfer of harmful substances or micro-organisms to food by: Hands touch raw foods and then touch cooked or ready to eat foods; Food contact surfaces (cutting boards, knives) touch raw food, are not cleaned and sanitized, and then touch food that is ready to eat; or Raw or Contaminated food touch or drip onto cooked or ready to eat foods.

83 Centerplate – Food Safety Hazards
Food Borne Illnesses 5,000 Deaths 325,000 Hospitalizations 76 Million Illnesses Notes: pg 24 Food borne illnesses are thought to be responsible for these numbers. It is hard to be 100% accurate because many afflicted with Food Borne Illnesses never seek medical attention, while others may report having Food Borne Illnesses when in fact it may be another problem they are experiencing. No matter, the impact caused by Food Borne Illness is staggering and unnecessary.

84 Centerplate – Food Safety Hazards
Symptoms Abdominal Cramps Nausea Vomiting Diarrhea Fever Dehydration REPORT ALL SUSPECTED CASES TO YOUR MANAGER IMMEDIATELY, AND SEEK APPROPRIATE MEDICAL ATTENTION! Notes: pg 25 Symptoms of Food Borne Illnesses resemble intestinal flu and may last for several hours to several days, and include abdominal cramping, nausea, vomiting, diarrhea, fever and dehydration. Symptoms can range from mild to very serious. REPORT ALL SUSPECTED CASES TO YOUR MANAGER IMMEDIATELY, AND SEEK APPROPRIATE MEDICAL ATTENTION!

85 Centerplate – Food Safety Hazards
Risk Factors Age Young children Pregnant Women and Fetus Elderly Immune system Lower immune system is at higher risk. Notes: pg 26 The age of a person plays a big part in how their body reacts to pathogens of any type. The younger the person is the more likely they will contract disease. Factors must be figured in is the habit of putting hands in mouth, biting nails, wiping the nose with hands etc. These habits are found predominantly in young children. Pregnant women run a risk of contracted disease and passing along to the fetus they carry. The elderly are also at risk for Food Borne illnesses. The immune system works primarily to fight off infection and foreign bodies. When the immune system (due to previous or current infections, illnesses, etc) is weakened then it can not fight the illness which becomes fatal at times.

86 Centerplate – Food Safety Hazards
3 Key Principles of Food Safety Prevent Cross-Contamination. Practice Good Personal Hygiene and Sanitation. Prevent Time and Temperature abuse. Notes: pg 27 There are three key principles to protecting food and preventing food borne illness. Violate any of the three and a food borne illness can occur. Keep raw foods separate from cooked or ready to eat foods. Store foods so no raw juices can drip on leftover or finished product. Clean and sanitize work surfaces frequently and never at less than 4 hour intervals. Ensure personal hygiene levels are high, including the cleanliness of uniforms and apparel, hair covering, hand washing frequency and glove use. Keep food out of the temperature danger zone.

87 Centerplate – Food Safety Hazards
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. Notes: pg 28 Prevention is the key to protecting customers from Food Borne Illnesses. Purchasing/Receiving – Only accept product from an approved source. Receive product in proper and intact packaging, within prescribed temperature range and with no obvious signs of damage or expiration. Reject if necessary. Always cook food to the minimum safe temperature as outlined in the FDA Model Food Code. Store food at 40˚F or below. Keep hot food hot at above 140˚F. Ensure leftovers are properly cooled, dated and labeled. Wash your hands frequently; after handling food products, before handling a different food product, when you switch tasks etc. Wear hair covering and clean uniforms to prevent physical contamination. Disposable gloves should be worn when handling food and changed frequently when changing tasks. Foods must be thawed in a manner that does not allow the food to reach the temperature danger zone. Store the leftover food or additional food products in a refrigerator. Helps to place food products in a container that is shallow. Leftovers must be properly cooled, covered, and stored with the product name and date on the label. Leftovers in refrigerated storage must be used up in 48 hours or disposed of. Frozen leftovers must be utilized within 14 days. Proper sanitation, including through cleaning, sanitizing and pest management, is key to prevention.

88 Centerplate – Food Safety Hazards
Cross-Contamination Cutting Boards Food-contact surfaces Hands Raw Foods Cleaning cloths and sponges Notes: pg 29 Cross-Contamination is the transfer of harmful substances or disease–causing micro-organisms to food by hands, food-contact surfaces or cleaning cloths that touch raw food, are not cleaned and sanitized and then touch ready-to-eat food. Cross–Contamination can also occur when contaminated food or stored raw food touches or drips fluids on cooked or ready-to-eat food. Food contact surfaces include any equipment or utensil surface which normally comes in contact with food or which may drain, drip or splash in food or on surfaces normally in contact with food. Cutting boards, knives and splash areas are examples of food-contact surfaces.

89 Centerplate – Food Safety Hazards
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. Notes: pg 30 Cross-Contamination is more likely to happen if the same employee does certain tasks during the same shift. For example, Employees should not perform both of these tasks unless proper precautions are taken: work with both raw and cooked foods; wash dirty dishes and stack clean ones; or clear dirty dishes and then reset tables with clean dishes.

90 Centerplate – Food Safety Hazards
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. Notes: pg 31 There is a difference in Clean vs Sanitary! Clean means free of visible soil. Sanitary means free of harmful levels of contamination. Clean food, equipment and utensils may not be sanitary. For example, a glass may look sparkling clean but may carry harmful bacteria and chemicals. The FDA defines sanitization as the use of heat or chemicals to destroy % of the disease-causing micro-organisms on a food-contact surface. Color coding and proper storage make a difference in the hazards that may be present. Uncooked items should be stored beneath cooked items. A good rotation clearly labeled for first in first out (inventory system – “FIFO”) is the proper way to rotate the products be it both cold or dry storage. It can eliminate guesswork and keep product fresh. If there is a question upon delivery of product as to freshness or contamination, reject the shipment. Never place fresh food on top of old food: Utilize the practice “FIFO”, which stands for First In, First Out.

91 Centerplate – Food Safety Hazards
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. Notes: pg 32 Factors most often named in Food borne outbreaks: Failure to properly cool food. Failure to thoroughly heat or cook food. Infected employee who practiced poor personal hygiene at home and work. Preparing food a day or more in advance. Adding raw, contaminated ingredients to food that receives no further cooking. Allowing foods to stay for too long at temperatures favorable to bacteria growth. Failure to reheat cooked foods to temperatures that kill bacteria. Cross-contamination of cooked food by raw food, improperly cleaned and sanitized equipment, or employees who mishandle food. All these factors can be divided into three categories: time and temperature abuse, poor personal hygiene, and cross-contamination. Follow the rules listed on this slide to prevent food borne illnesses. [Pause to read]

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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. Notes: pg 33 Proper handwashing is critical to sanitation and cleanliness! There should be at least one sink set aside only for handwashing – never to be used for cleaning or preparing food. Make sure that handwashing sinks are also conveniently located in preparation and warehousing areas.

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Handwashing Requirements 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. ABCD♫ Notes: pg 34 Here are the recommended steps for thoroughly washing your hands – read each step carefully. [Pause] Each faucet shall allow employees to mix hot and cold water to a temperature of at least (110˚F). This temperature is hot enough for proper cleaning. Sanitizing lotions or hand dips may be used after washing, but should not be used in place of washing hands. All lotions must be stored in sealed containers/dispensers. Train employees not to touch food with bare hands. Hand drying equipment must be in preparation areas so employees are not tempted to use their aprons or wiping cloths to dry their hands.

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Proper Handwashing Wet hands with warm/ hot water Apply soap Scrub hands For 20 seconds Notes: pg 35 Once again – steps for proper handwashing are shown here. After washing your hands, you must not: use aprons to dry your hands. do anything to recontaminate your hands before returning to work, such as touching your hair. Basic hand care includes: keeping nails short and clean. not wearing fingernail polish or artificial nails. not touching hair, clothes, or skin – especially sores, cuts, or infections, and covering all cuts and sores with bandages. You must never: handle place settings or food without washing your hands after they have cleared tables or bussed dirty dishes. touch the “insides” of glasses or the eating surfaces of tableware. Rinse thoroughly Dry

95 Centerplate – Food Safety Hazards
The Proper Use of Gloves Never use gloves in place of hand washing! 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. Notes: pg 36 Why Use Disposable Gloves? The correct use of gloves can afford a measure of food protection during preparation and service. Disposable gloves should be used when food handlers have a non-infected bandaged cut, scrape or burn on their hands. The gloves can protect the injury from contamination as well as protecting the food. Also, use of the gloves may be appropriate in food assembly when manual contact is unavoidable, such as sandwich and salad preparation. Why the Concern? If the disposable gloves are used incorrectly, then they can be contaminated, like your hands, with bacteria that can cause food borne illness. The gloves will then become a source of food contamination. Using disposable gloves requires handlers to wash their hands more frequently. Bacteria will grow rapidly in the warm, moist environment created by the use of disposable gloves. The use of gloves should not be a substitute for proper handwashing practices. What to do? Hands must be thoroughly washed before applying gloves. Change the gloves frequently when the gloves become soiled, torn or the task changes. At that point, remove and discard the gloves and then wash your hands. Gloves must never be re-used or washed.

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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) Notes: pg 37 Sanitizing means reducing the harmful micro-organisms on a surface to safe levels. It is not a substitute for cleaning food-contact surfaces. They must be cleaned and rinsed before they can be effectively sanitized. Chemical Sanitizing Solutions are widely used in the foodservice industry because of their effectiveness, reasonable cost and easy use. These sanitizers are regulated by federal and state Environmental Protection Agencies which classify them in the same category as pesticides. Labels must state concentrations, effectiveness, directions for use, and possible health hazards. Temperature of solution 75˚F - 120˚F to be effective (chemical sanitize).

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Time & Temperature The #1 cause of food borne illness is time & temperature abuse! Keep hot foods hot! 140º F or above Keep Cold foods cold! 41º F or below Notes: pg 39 We use metal food thermometers. Food thermometers should be able to measure internal temperatures from 0˚ to 220˚F (-17.8˚ to 104.4˚C). They should be accurate to + 2˚F or + 1˚C. Common types of thermometers include: Thermocouples - measure temperature through a sensor in the tip of the stem. This device accurately and quickly measures a range of temperatures without the need to recalibrate. Bi-metal - most common. They measure temperature through a metal stem with a sensor in the lower end. Digital Thermometers – measure temperatures through a metal tip or sensing area and provide a digital readout. Time Temperature Indicators (TTI’s) - Liquid crystals in strips that change color when packaged product reach an unsafe temperature. Keep food out of the “Temperature Danger Zone” 41º to 140º F.

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The Only Acceptable Methods to Thaw Foods: In the refrigerator at temperatures of 41º F or less. Submerge the frozen product in running potable water at a temperature of 70º F or below. In a microwave, only if the food product will be cooked immediately afterward. As part of the cooking process as long as proper internal temperature is reached. Notes: pg 40 Proper Methods to Thaw Food are: In the refrigerator: store raw foods on the lowest shelves to prevent them from dripping or splashing on other foods. allow a day or more for large items, such as turkey and roasts, to thaw. In potable (drinkable) water: The product should be thawed within two hours, then prepped and closed. use a large cleaned and sanitized sink used only for thawing. use a stream of water strong enough to wash off loose particles of skin or dirt. Do not let the water splash on other food or food – contact surfaces. remove the food from the sink as soon as it is thawed. Sanitize the sink and all utensils used in thawing. In the microwave: Use this method only if the food will be moved immediately to other cooking equipment or finished immediately in the microwave. This method is not effective for large items. As part of the cooking process: This method works well with vegetables, seafood (such as shrimp), hamburger patties, pie shells and similar foods – but not large items.

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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. Notes: pg 41 The importance of maintaining temperature control cannot be stressed enough. Foods must be monitored throughout the flow of the food process - from receiving until finally being sold or disposed of. We must monitor the temperature of ingredients through receiving, storing, preparing, cooking, holding, serving, cooling, and reheating.

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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. Notes: pg 42 Many foods are most at risk during preparation and service. As foods are thawed, cooked, held, served, cooled, and reheated, they may pass several times through the temperature danger zone of 40˚F to 140˚F (4.4˚C to 60˚C). Each time food is handled, it runs the risk of cross-contamination from other food and from food-contact surfaces, such as human hands, cutting boards, and utensils. Prevent potentially hazardous foods from spending more than four hours total in the temperature danger zone. REMEMBER: Keep hot food hot and cold food cold.

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Critical Control Points (CCP’S) 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. Notes: pg 43 A critical control point (CCP) is an operation ( practice, preparation step or procedure) where a preventative or control measure can be applied that would: Eliminate (remove) a hazard Prevent a hazard, or Lessen the risk that a hazard will happen. Please review the listed CCP’s for food preparation for each type of listed foods. [Pause to review] Critical Control Point Hold all Hot Potentially Hazardous Foods at 140ºF or above.

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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 Notes: pg 44 A Hazard Analysis Critical Control Point (HACCP) food safety system helps you: Identify the foods and procedures that are most likely to cause food borne illness. Build in procedures that reduce the risks of food borne outbreaks. and Monitor all procedures to ensure food safety. Make sure you uniformly follow each of the CCP’s listed on this slide. Reheat all Potentially Hazardous Foods to 165ºF or above for 15 seconds.

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Procedure for Taking Proper Temperature Insert stem of thermometer into the center of food item for 10 seconds. Log temperature on the Concession or appropriate Temperature Log. If item is in the Temperature Danger Zone, take corrective action (Re-heat, rapid chill, check again or discard) and enter action in log. Sanitize thermometer stem. Temperatures should be taken and logged every hour. Notes: pg 45 Using food thermometers – please review the steps listed on this slide for taking temperature of food properly. [Pause] Wash, rinse, sanitize and air-dry thermometers before and after each use. A sanitizing mixture or fabric wipe for food-contact surfaces can be used. Do not let the sensing area touch the bottom or sides of food containers. Use the thermometer to measure frozen, refrigerated, tepid and hot food and liquids. Never leave the thermometer in food that is being cooked by oven, microwave or stove. Remember, the #1 cause of food borne illness is time and temperature abuse.

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Calibrating Your Thermometer Ice 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. Notes: pg 46 You need to make sure your thermometer readings are accurate. Recalibrate thermometers regularly, after an extreme temperature change, or if the unit has been dropped. Thermometers may be calibrated by one of two methods. Ice-Point – submerge the sensor in a 50/50 ice and water slush. For a bi-metallic stemmed thermometer, wait until the needle stops, then use a small wrench to turn the calibration nut until the thermometer reads 32˚F (0˚C). For a thermocouple or digital thermometer, try a new battery or have the manufacturer or a repair service check the unit. Boiling-Point – 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). You need to be very careful using this method to avoid burns. Note: The boiling point method lowers about 1˚F (.6˚C) for each 550 feet above sea level.

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Keeping Proper Records Notes: pg 47 Record – Keeping System Records should be simple and easy to use. Blank forms and clipboards are kept near work areas, or hung on equipment to check several items at the same time. Notebooks are available to write down what actions have been taken. All flow charts and recipes are maintained near work areas for ready access by employees. If records are easy to use, we are less likely to fabricate data on food temperature, which is grounds for discipline or termination. Ask your GM or Executive Chef if you have questions about the forms or steps for keeping proper records. Take and Record Temperatures Every Hour and Record any Corrective Actions Taken.

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Food Allergens Common Food Allergens Milk and dairy products (cheese, butter, etc.) Eggs and egg products Fish (fresh and saltwater) Shellfish Wheat Peanuts Tree nuts Soy and soy products Notes: pg 48 The FDA has identified eleven common food allergens. Some of our guests may be allergic to these items.

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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. Notes: pg 49 Reactions to food allergens may include itching, tightening of the throat, shortness of breath or wheezing, hives, swelling, gastrointestinal symptoms, loss of consciousness or death. Notify a manager immediately if a customer complains of any of these symptoms.

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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. Notes: pg 50 To respond to customers about food allergens, be prepared to describe menu items. Tell customers if you don’t know if the allergen they ask about is in the food, and suggest they try another menu item. Call a manager if the customer requests, or if the customer asks questions about food allergens that you cannot answer.

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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. Notes: pg 51 Please review these important points about food borne illnesses. [Pause to read slide] Report all cases of suspected Food Borne Illness (FBI) to your manager IMMEDIATELY, and seek prompt medical attention. Top Ten Rules (This list is in order of the flow of food.) Practice strict personal hygiene by all employees. Strictly follow your unit’s food handling procedures. Obtain foods and other supplies from reputable, approved sources. Observe the rules for time and temperature and for preventing cross-contamination in storing and handling food prepared in advance of service. Keep raw products separate from ready-to-eat foods. Avoid cross-contamination of raw and ready-to-eat foods from hands, equipment, and utensils. Clean and sanitize food-contact surfaces and equipment before and after every use, after an interruption, and at least every four hours during continual use. Cook or heat process food to above the recommended minimum temperature. Keep hot food hot and cold food cold. Store or hold foods at 140˚F (60˚C) or higher or at 40˚F (4.4˚C) or lower. Chill cooked food to 40˚F (4.4˚C) within four hours. Reheat food to an internal temperature of at least 165˚F (73.9˚C) for at least 15 seconds within two hours.

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Steps to Respond to Customer Complaints (internally) Gather factual information – who, what, when, where, why? – complete Customer Illness Report. Contact Joel Willard, Corporate Safety and Environmental Manager at (864) or (864) ; or contact Vicki Dudley at (864) If unavailable, contact one of the following Centerplate contacts: Rina Teran, V.P. Secretary and Associate General Counsel: (203) Gael Doar, Director – Communications: (203) ; (203) Paul Daly, V.P. Purchasing: (864) ; (864) Follow the Food Borne Illness Investigation Procedures to prevent the risk of further illness. Contact your Hub Vice President to advise. Direct any claims questions to Joel Willard at (864) or Dudley at (864) in Risk Management. Direct all media questions to Gael Doar at (203) Notes: pg 52 Almost every aspect of a foodservice operation is regulated by federal, state, and county or city agencies. These agencies have adopted standards that define sanitation regulations meant to protect the public against food borne illness. We must meet these standards. Here are the steps to report and respond to food borne illness from a company perspective – assist your manager in following these rules.

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Steps to Respond to Customer Complaints Seek information. Ask the customer what he/she ate, when, where purchased, who witnessed, and all facts related to complaint. 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. Inform management. Notify Centerplate management immediately and follow emergency procedures of the building. Assist family members of ill customer. Provide the family members with contact information of hospital, directions or other information needed. Notes: pg 53 Steps to Respond to Customer Complaints Seek information. Ask the customer what he/she ate, when, where purchased, who witnessed, and all facts related to the complaint. 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. Inform management. Notify Centerplate management immediately and follow emergency procedures of the building. Assist family members of ill customer. Provide the family members with contact information of hospital, directions or other information needed.

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Remember, People pose the greatest risk to food safety! You are responsible for your actions. Food Safety is No Accident. Notes: 54 The excellence we provide in extraordinary food and beverage service is largely due to our commitment to strict compliance with the employee safety and food safety principles reviewed in this training session. Food Safety requires commitment and dedication from each of you. Thank you for your contribution to our success. Please sign the Training Acknowledgement at this time and give to your trainer.

113 “We craft and deliver extraordinary entertainment experiences.”
Employee and Food Safety End page 59 “We craft and deliver extraordinary entertainment experiences.”

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