CONCESSIONS

Service Group Operations Manual

 

 

   

 

 

Table of Contents Mission Statement ....................................................................................................... 4 Delivering Outstanding Spartan Experiences.............................................................. 5 General Information..................................................................................................... 6 Web Address ............................................................................................................... 7 Check-in Location and Times ...................................................................................... 8 Dress Code.................................................................................................................. 9 Staffing ........................................................................................................................ 10 Sanitation..................................................................................................................... 11-13 Wash Hands Plastic Gloves Hair Restraints Temperature Guide Food Thermometer Personal Hygiene Perishable Product Rotation Sanitizer Storage Smoking Food Consumption Three-compartment Sink General Housekeeping Opening Procedure…………………………………………………………………………. 14-15 Money Binder Information Job Assignments Counting Inventory Stand Setup & Food Production Procedures……………………………………………. .16-20 Customer Service…………………………………………………………………………… 21-22 Safety………………………………………………………………………………………… 23 Cash Control………………………………………………………………………………… 24-28

   

 

 

Table of Contents Procedures During Event……………………………………………………………………29-31 Staffing Customer Service Sanitation Deliveries Waste Office Condiment Areas Lighting TVs Stand Closing Procedures…………………………………………………………………..32-36 Windows Cash Manager Counting Ending Inventory Waste Items Reconciliation of Inventory and Money Filling Out the Event Evaluation Form Filling Out the Bubble Sheet Cleaning Equipment Final Procedures……………………………………………………………………………..36    

Forms Inventory Sheet……………………………………………………………………………… 15 Cash Summary Sheet………………………………………………………………………. 27 Add Item Slip………………………………………………………………………………… 30 Double Count Sheet………………………………………………………………………… 38 Evaluation Sheet……………………………………………………………………………..39 Bubble Sheet………………………………………………………………………………… 40 Volunteer Group Meal Sheet………………………………………………………………. 41 Team Member Health Policy………………………………………………………………..42-44

   

 

 

Mission Statement

The mission of the MSU Concessions department, a unit of Culinary Services at Michigan State University, is to provide high-quality food services to guests at a wide variety of on-campus events, including athletic events, alumni functions, agricultural shows, concerts, conferences and other special events.

 

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Delivering Outstanding Spartan Experiences

                                               

 

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General Information Facility Phone Numbers Concessions Main Office (Breslin Student Events Center) 517-353-2005 Fax: 517-353-0606 Breslin Event Operations Office 517-884-2437 Munn Ice Arena 517-355-8467 Spartan Stadium 517-353-9809 Ag Pavilion 517-353-4712 Parking Parking and any associated cost is the responsibility of the Service Group. However, due to the quantity of events for groups working basketball, hockey and football, parking is provided on a limited basis as noted below: 

Football: Stand workers are issued Concessions team member vendor gate passes with a tear-off bus pass by the stand manager, which enables parking at the Commuter Lot (corner of Farm Lane and Mt. Hope) and also provides free bus shuttle transportation to and from Spartan Stadium from that location. This same pass allows entrance to the stadium, so do not surrender the pass to anyone until asked for it at the Spartan Stadium employee entrance. *Bus service starts five hours before game time and ends one and a half hours after the game. Because parking is controlled by a different MSU department, all aspects of parking are subject to change.

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Basketball and Hockey: A designated number of passes are provided per event to each group to park at the Kellogg Center ramp, accessed off Harrison Avenue. Carpooling is suggested to avoid any parking costs.

 

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Web Address (www.eatatstate.com/concessions) The Concessions web page is easily accessed by typing in the above address. At this location, you can access our staff e-mail addresses and send them messages if desired. There is also a tab dedicated to Service Groups that has information and an online application for new groups. On this site, you can access event results, renew yearly application information and receive timely upcoming event details.

 

           

 

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Check-in Location & Times Timely Arrival Stand managers and assistants should arrive no later than two and a half hours prior to when the doors or gates open and remaining stand workers should arrive no later than one hour before. Our team leader will check-in team members and direct them to the correct stand.

Entrance Locations   

Munn Ice Arena: North Side Entrance Breslin Student Events Center: Southeast Entrance (adjacent to Gate B) Spartan Stadium: West Side Entrance of the stadium at Gate D

Stadium Security Guidelines In the event that any of your group members bring an unauthorized item with them, the check-in personnel will tag the item, and it will be held until they are ready to leave the stadium at the end of the event. The item(s) may then be picked up in our stadium office (located in the northeast corner of the stadium) with valid identification. Please emphasize to your members the importance of following the expectations of permitted vs. prohibited items; adherence to these guidelines will create more efficiency and fewer difficulties with the check-in process. Prohibited Items

Permitted Items

 Bags/purses larger than 5 ½” x 8 ½” x 2” (including fanny packs, backpacks, binocular cases, camera cases and diaper bags)  Food or beverage of any kind or their containers  Binoculars, cameras, iPods, laptop computers or cases  Coolers, thermoses, cups, bottles, flasks and bottled water  Aerosol and spray cans  Flags or flag poles  Camcorders or tripods  Strollers  Weapons  Footballs, toys, etc.  Chairs, seat backs or seat cushions  Alcoholic beverages  Open-toed shoes, sandals, flip flops or cut-off shirts  Opposing school’s apparel or other Big Ten schools’ apparel  For the health and enjoyment of all spectators, smoking is prohibited inside Spartan Stadium

 

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Bags/purses smaller than 5 ½” x 8 ½” x 2” Pagers and cell phones

Exceptions Exceptions for medical reasons will be addressed individually at the gates. We appreciate your cooperation with these security measures.

Note Stand managers are asked to bring all supplies they might need to the stadium sometime during the week leading up to the game. This will circumvent any potential problems on game day.

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Dress Code Service Groups not only represent their organization but also the Michigan State University community. Therefore, all Service Groups must strictly adhere to proper dress codes. •

All stand workers must wear hats at all times. The only accepted hats are those representing the Service Group organization, MSU emblematic hats or MSU paper hats that are stocked in the stand. Visors are not permitted.

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All stand members must wear aprons at all times. Please have all team members wear aprons correctly with the block S green Culinary Services logo properly displayed on the chest.

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All stand members should wear comfortable closedtoed shoes, as they are required to be standing the entire time they are in the stand.

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Clothing Exceptions: No sandals or other open-toed/exposed footwear. No shorts (except for the first two to three football games), cut-off t-shirts, tank tops, sweat pants, stretch pants or ragged-looking clothing.

NOTE: MSU emblematic wear is the only accepted school clothing. Please advise team members not to wear opposing school clothing, or they will be asked to leave the stand and/or venue that your group is working.

 

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Staffing The Service Group is responsible for providing an adequate number of stand members for each event. This number will vary depending upon the event, the assigned stand and the booking agreement. Failure to provide adequate help may result in the loss of commission dollars (-$25 for each volunteer), future event opportunities or your group’s dismissal. It is important to arrange a team member schedule far in advance. This list of group members needs to be faxed to 517-353-0606 or e-mailed no later than 24 hours before the event, or the first person to check-in for an event must provide the list to our security team at the door. Only members of the Service Group that are listed working will be permitted into the venue/stand. Persons under the age of 16 (14 for vendors) are not permitted in the venue/stand. Listed below are the number of volunteers and cashiers required per stand. If you have any questions or concerns, please call the Concessions Main Office prior to the event.

Breslin Student Events Center Stand: A B* C* D E F

Minimum Cashiers: 7 7* 7* 7 7 7

Total Staff: 16 16 16 16 16 16

*Stands that have special needs accessible counters that must be serviced.

Munn Ice Arena Minimum Total Stand: Cashiers: Staff: 1* 6* 14 2 6 14 3 6 14 4 6 14 *Stands that have special needs accessible counters that must be serviced.

Spartan Stadium Stand: South Trailer 1, 2, 6, 7, 8, 10, 11, 21, 22, 24, 25, 26, 29, 30, 400 North, 400 South, Johnsonville Carts, Gourmet Pretzel 500 Pizza, Prep Grill Station, South Pizza Upper A, Upper B 5, 12, 18, 20, 500 North, 500 South 27 500 Vending Vending North, Vending East, Vending West Upper East

Minimum Cashiers: 4 4

Total Staff: 10 12

4 6

16 18

8 8

18 22

10 10 Hawkers 20 Hawkers

26 14 28

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Sanitation Sanitation is the most important concept to convey to the entire Service Group and for the stand manager to continually spot-check and educate through the entire event. Poor food handling procedures and unclean work areas can cause severe illness and can lead to corrective action from the Ingham County Health Department. The MSU Concessions department has set high standards for sanitation and has outlined some of them below:

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Wash Hands The number one cause of food-borne illness in the food industry is unwashed or improperly washed hands. Every member is required to properly wash their hands prior to preparing any food, after using restrooms, smoking, eating or handling cash. Here are some handwashing basics to reinforce with your staff:  Prepare paper towel for use by dispensing it from the machine, but not tearing it off.  Soap hands and lower forearms.  Scrub for 20 seconds.  Rinse.  Dry with paper towel.  Turn off faucet using a barrier, such as paper towel, when turning off the faucet to avoid recontamination of clean hands.

 

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Plastic Gloves Every member involved with food preparation is required to wear plastic, disposable gloves. A team member with an untreated wound on his or her hands will not be allowed to prepare food. Gloves need to be changed and hands washed every time you change jobs, contaminate gloves by touching something unsanitary (e.g., hair, face, clothes, phone, money, counter top) or leave the stand for a break.

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Hair Restraints Every member is required to wear an effective hair restraint to keep falling hair out of foods that are being prepared. Since hair harbors many bacteria, hair restraints are essential to help prevent food contamination. Examples of hair restraints include MSU logo baseball caps and MSU paper hats. All long hair should be banded back in a ponytail or bun.

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Temperature Guide The danger zone of any food is between 41 and 135 degrees Fahrenheit. At that temperature, bacteria can grow rapidly, doubling in number every 15 to 30 minutes. Keep in mind that perishable items (e.g., hot dogs, bratwurst, nacho cheese, pretzels, etc.) need to be kept below 41 degrees Fahrenheit until they are ready to prepare. At that point, the product needs to be rapidly brought to a minimum temperature of 135 degrees Fahrenheit for cheese and pretzels or 160 degrees Fahrenheit for hot dogs and brats. Once cooked, the food needs to be kept above 135 degree Fahrenheit until served.

 

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Sanitation 

Food Thermometer Your stand is stocked with a food thermometer, which must be used in verifying the above temperatures. Do not try to guess temperatures; use the thermometer to take the guesswork out of determining proper food temperatures. The thermometer needs to be inserted one or two inches into the thickest part of the food to determine temperature. Use alcohol swabs after every use to sanitize the thermometer for the next use.

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Personal Hygiene All members of the Service Group are asked to be well-groomed and in good health. An ill employee should never be involved in food preparation or distribution. Coughing, sneezing, fever, diarrhea or vomiting symptoms must preclude group members from food service, in order to properly protect the customer.

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Perishable Product Rotation Quality food is our goal. Proper rotation of food product is one way to ensure quality and freshness. Always use stickered product first. When receiving additional product during the event, always place new products in a manner that allows existing stock to be used first. This is called FIFO, First In First Out. Although rotation of food product requires a little extra time, it is essential to maintaining the freshest product for our customer.

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Sanitizer A gallon jug of D-10 sanitizing solution and a red sanitation bucket is supplied in your stand to be used to keep your work areas sanitized for food preparation and distribution. Before and after preparing any particular food, you must sanitize the work area. Always store wet/damp towels in red sanitizing bucket and sanitizing solution away from food prep areas.

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Storage All inventory and non-inventory items need to be kept six inches off the floor at all times. This will prevent contamination of food contact items, and keep insects and rodents from contaminating supplies as well. Use the racks and shelves provided to keep supplies organized.

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Smoking Smoking is not allowed in any food area or building on the MSU campus. Persons must be at least 25 feet from the outside of a MSU building entrance to smoke. Any person taking a smoking break must wash their hands thoroughly before returning to work.

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Three-Compartment Sink Located in your stand at Breslin is a three-compartment sink for washing, rinsing and sanitizing equipment at the end of the event. Please follow instructions on the wall above each sink for exact proportions of cleaning and sanitizing solutions to use. Equipment is then air-dried on the shelves provided.

 

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Sanitation 

Food Consumption All members of the Service Group are strictly prohibited from eating and drinking in the stand during the event. Please do not allow members to “sample” concession food as this can result in food contamination. Complimentary soda can be consumed in a covered courtesy cup in the concession stand. Cups can not be in food prep areas or in view of the guest. Courtesy cups are for stand members or for customers’ special needs only. Team members must purchase any beverages consumed. Volunteers are allowed their choice of a complimentary hot dog or pretzel while working an event. A team member meal sheet is included in your binder to record what has been eaten. Items consumed are to be included on your inventory sheet as an adjustment. Team members are to eat during slow periods, outside the concession stand. Please have them remove hat and apron when doing so.

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General Housekeeping  

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Please keep in mind that your group is responsible for maintaining cleanliness at all work areas before, during and after the event. This will help prevent accidents and pest infestations. Avoid contaminating food surfaces. A food surface is any surface where food/beverages/containers/utensils are prepared or stored. Never sit or lean on counters or storage areas, and wipe up spills when they happen. Dispose of trash properly and keep counters, work areas and floor clear of debris.

If you have any questions or suggestions which you feel might affect the sanitation of your stand, write them down on the maintenance form or call the office during the event.

 

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Opening Procedures Money When you pick up your money, you must verify your starting bank before leaving office or cash room. The amount inside should equal the amount written on the tag tied to the bag. Report any discrepancies to the office immediately.

Binder Information See below for a description of all the paperwork in your binder and their purpose: 

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Stand Inventory/Reconciliation Form: This is used to verify and record beginning inventory, adjustments, ending inventory and waste numbers for the event. At the end of the event, you can also use this form to determine the inventory sold dollar amount. This is critical in determining your overage or shortage for the event. (See example on page 15). Bubble Sheet: This will have similar numbers as above and helps speed data collection and reporting to all our groups. (See example on page 40). Customer Service/Maintenance Form: This is used for each stand manager to record the Concession team’s performance in critical areas, as well as problems with equipment or general stand operations. (See example on page 39). Team Member Health Policy: All team members working must read our handwashing policy and “Personal Safe Work Practices: Preventing the Transmission of Foodborne Illness” and sign off on the Annual RHS Food Service Certification. This only has to be signed once per year per individual. (See example on pages 42-44). Team Member Meal Sheet: This form is used to track items consumed by volunteer group members. (See example on page 41). Double Count Sheet: This form is used to count the beginning and ending inventory. The inventory manager counts on the white sheet and the Concessions team member counts independently on the colored sheet. After each has finished counting, the two get together and compare numbers to determine the stands beginning inventory numbers. The same process is followed after the stand has closed to determine an ending inventory number. After the form is completed, have inventory manager and Concessions team member sign the Double Count Sheet. (See example on page 38). Past Event Comparison: This is generated from a similar event as the one your group is working and is used as a “guide” to food production numbers. The reduction for waste is our goal with this report. Do not produce more than 75 percent of these “guide” numbers until demand indicates the need to produce more.

Job Assignments The stand manager should start to assign the following jobs. Make sure each person knows his or her task and is comfortable with the given duties. There are typically 16 to18 team members at a stand (this varies by venue and stand) in the following jobs:    

One manager One cash supervisor Six to seven cashiers Three pop pourers

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Two product runners (supporting the cashiers) Two food preparers (producing hot dogs, pretzels and popcorn boxes) One ice cream cart server (two needed at halftime or intermission)

 

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Opening Procedures Counting Inventory The next critical step is counting the starting inventories of all items listed on your stand sheet. Use the “buddy system” in counting your inventory. This system is very simple and helps the stand manager and MSU team members maintain an accurate inventory; two individuals start to count the inventory on separate sheets independently from each other. After they count all the inventory items, they compare numbers and recount only if there is a discrepancy. Call the office prior to the event, starting to report any inventory discrepancies. Upon opening a case and discovering a discrepancy, call the office for verification, prior to cooking. These discrepancies need to be verified and initialed by a Concessions team member. When numbers in the “Adj. Inv.” column are beginning inventory-related, the manager should circle the number, so that the MSU team can distinguish between beginning numbers and pink slip additions. The starting inventories are crucial to proper and correct reconciliation at the end of the event. In other words, mistakes at the beginning result in mistakes at the end!

 

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Stand Setup & Food Production Procedures Note: Plastic gloves must be worn at all times when producing food.

Hot Dogs      

Fill kettle two-thirds full with water. This can be done while counting inventory and save you important time when preparing your stand to open. Turn power knob to high. When water starts to boil, add hot dogs and monitor temperature. If hot dogs go beyond target temperature of 160 degrees Fahrenheit, they will begin to split at ends and cannot be sold to the public. Once hot dogs reach 160 degrees Fahrenheit, use a strainer to pull 10 to15 hot dogs out at a time. Turn temperature down so that other hot dogs will not split while waiting to be put into buns. Put in buns, wrap in plastic bags and put into bun warmers in front of the stand. Use the top and bottom drawers for hot dogs. Team members should use hot dogs in top drawer first to help in proper rotation of fresh product. Store hot dogs with hot dog facing down to avoid getting a soggy bun. Produce hot dogs before bratwurst.

Bratwurst        

The Johnsonville Bratwurst is a boilable product that is cooked in the kettle. Fill kettle two-thirds full with water. Turn power knob to high. When water starts to boil, add bratwurst and monitor temperature. If the bratwurst goes beyond target temperature of 160 degrees Fahrenheit, they will begin to split at ends and cannot be sold to the public. Once bratwurst reaches 160 degrees Fahrenheit, use a strainer to pull 10 to15 bratwursts out at a time. Turn temperature down so other bratwurst will not split while waiting to be put into buns. Put in buns, wrap in foil and put into middle bun warmers in front of stand. Verify that bun warmers are set between 140 and 150 degrees Fahrenheit.

Pretzels    

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Turn pretzel cabinets to 140 degrees Fahrenheit and medium humidity. Remove product from freezer. Using salt, located in each case of pretzels, pour into plastic salt container. Using pretzel spray bottle, moisten each pretzel and dip into salt, and place onto pretzel machine rack. Do not over-salt pretzels. Remember to also make some plain pretzels, but still spray with water. Salted pretzels should be stored on the bottom and plain on the top of the tree. It is important to prepare pretzels after inventory is complete. They take 45 minutes to cook. Watch for low water light. There is a reservoir on top of the machine near the front that you fill with distilled water until the light goes off.

 

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Stand Setup & Food Production Procedures Nacho Cheese  

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Nacho cheese machines should be stocked with cheese and ready to dispense. Push button until nacho cheese well is filled. If customer needs extra cheese, tell them about the soufflé cup for $1. The individual three-ounce bag of chips is put into the large well of the nacho tray with bag intact. Do not open bag of chips. Changing out bags of cheese will probably be necessary. Call the office if you have not performed this function, and we will be glad to show you how.

Popcorn Boxes & Tubs  

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Each stand is stocked with bags of popcorn. To fill popcorn box, fill clear, plastic lexan with 24 opened boxes. Open and empty one bag of popcorn over the boxes in the lexan. This should fill every box with a little leftover for next filling. To fill popcorn tub, fill same lexan with eight tubs. Open and empty half of the bag of popcorn into tubs. This should fill the tubs full. Take mixture of boxes and tubs and fill popcorn-warming units in front of stand. Have backup product ready, as popcorn sells quite well at most events.

Pizza 

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Initial order of pizza is brought down just before doors open for events. The stand manager from your stand will need to sign for each delivery. Additional orders of pizza are brought to your stand as needed by calling the office. Do not wait until all of the pizza is gone before ordering more. Anticipate busy times and order accordingly. NOTE: Please give our pizza team at least 10 minutes lead-time in delivering pizza after placing order. Please allow additional time if requesting product during intermissions. Fold pizza slice trays in advance to increase speed of service to customers. The pizza that is delivered should be portioned into trays individually and then merchandised in front of stand and positioned on the shelves of the pizza warmer according to flavors (pepperoni, cheese or deluxe). NOTE: Quality is of extreme importance! If you would not eat the product or feel that its value has been diminished, then do not serve it. Refill pizza warmer unit with distilled water when red light is on. This is located at the front of the machine and has a cover on it. The actual pizza slice is the inventory item. Leftover pizza goes back into its box at the end of the night for pickup by the Concessions team. This pizza is given to Food Movers, a food shelter organization, the next business day.

 

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Stand Setup & Food Production Procedures Ice Cream Cart Breslin & Munn   

Stock cart with product from stand freezer. Use forecasted event numbers to determine proper stock level. Carts must be in position before the facility opens to the general public. All carts should have an umbrella price signage and cup to hold spoons with handle upright. Staff cart initially with one person and increase to two people for busy times (pre-game and intermission).

Spartan Stadium    

Ice cream product has already been stocked in cart. Double count inventory. Carts must be in position before the facility opens to the general public. All carts should have an umbrella and price signage. Staff cart initially with one person and increase to two people for busy times (pre-game and halftime).

Candy/Caramel Corn/Peanuts    

Candy is best merchandised by sliding the entire box of candy into the rack provided. Do not open box until you receive a sale. Caramel corn and peanuts are best merchandised by hanging both products onto clip rack provided. These items are considered impulse items. Have a sample at each cash location to tempt the customer and provide some valuable add-on sales.

Condiments 

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Set one gallon of mustard and ketchup into a stainless steel condiment unit. Put color-coded pumps into each container. Test each pump. Fill clear plastic containers with relish, jalapeños and onions. Put long-handle plastic (soda) spoon into each container. Put sneeze guard into place and cover condiments. Take unit to condiment area outside stand. In the case of large events, put out two condiment units per counter available. In addition, put two napkin holders and coffee condiments at the same location. Following the event, throw away onions, relish and jalapeños that are remaining in condiment containers. This is a proper sanitation practice.

 

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Stand Setup & Food Production Procedures Pop Machine     

Fill all ice bins with ice. Each pop machine should have an ice scoop. Do not store ice scoop in ice bin but rather on drain rack. Stock appropriate amount of cups, lids and mugs at each location. Display selection of souvenir cups and mugs, so they are visible to customers. Keep damp rag at each location to wipe up spilled pop and maintain a clean counter. Damp/wet rags must be kept in red sanitizing bucket.

Coffee/Cocoa/Cappuccino    

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Test each machine for proper product temperature of 160 degrees Fahrenheit. Set up correct cups and lids at each machine. Display cups on top of each hot beverage machine. Brewing coffee at Munn/Breslin: Turn machine on and let warm up 30 minutes or until green light comes on. Put paper filter in basket and open one packet of coffee. Press start button only ONCE with airpot beneath brewer. Once in airpot, it stays hot for rest of event. Fill cocoa and cappuccino machines with powder product as needed.

Aquafina Countertop Unit  

Fill unit with product with the label facing out. Rotate product that is being added to maintain cold product up front. All backup product should be refrigerated to keep product at optimum temperature.

Combo Trays   

Have trays stocked and separated on the counter behind each cashier to avoid any confusion with the carryout trays. Train all staff to distinguish between combo tray (inventory) and carryout tray (non-inventory) and the types of combos available. NOTE: If customer hands back combo tray, be sure to place in recycling tub to keep inventory numbers accurate.

Lights/Windows/Menu Boards  

Make sure all lights, including the ones directly over the cashier locations and menu boards, are on. Push all windows up to within one inch of the ceiling, except at Munn, where windows should be left 12 inches from the ceiling.

Napkin & Straw Dispensers  

All units should be stocked full. This will minimize the need to refill during the event. Kindly refill dispensers after event.

 

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Stand Setup & Food Production Procedures Waste Product Box Before opening stand, establish a waste area or empty box. This is the place that all defective, returned product, unsold inventory and waste go during the event. Having this area available and known by all team members will save you time and money at the end of the event.

Recycling Tub Place any items to be recycled into the recycling tub. MSU recycles all plastics one through seven (bags, cups, lids, jars, etc.), paperboard and corrugated board, as long as it is free of food debris. The Concessions team will collect the recyclables following the event.

 

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Customer Service The Concessions department and its Service Groups operate to provide a service to our guests. Each guest deserves friendly, courteous and efficient service. We are in a service industry business, where patience and understanding are required. Your ability to conduct yourself in a professional manner, regardless of the circumstances, is required for our mutual success. We are at these events to provide a service and to be “part of the fun!” REMEMBER: HOW YOU TREAT OUR GUEST LEAVES A LASTING IMPRESSION! Here are some guidelines to help leave a good impression: 

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When serving the guest, always greet them with a smile and say, “Hello, may I help you?” Always end a transaction with, “Thank you, and enjoy the event.” Make sure your area is clean and well-organized. Always suggest larger sizes and additional items. You will be doing the guest a favor by saving them another trip to the stand. Combos are extremely popular and a great value; point this out to the guest. Quality is extremely important. Do not serve any item that you would not want to be served. If in doubt, throw it out! Any unsellable items need to be placed in the waste product box. Always be aware that at Breslin Center and Munn Ice Arena, there are special needs counters specifically lowered to accommodate a special needs guest. Be attentive to this counter, and treat this guest like any other valued customer.

On occasion, a problem arises, and how you react reflects on your group and the MSU Concessions department. While the guest may not always be right, the guest is still the reason we are in business. This simply means that solving the guest’s problem is always more important than who is right or wrong. Let the stand manager handle these situations if you do not feel confident you can diffuse the tension in a win-win manner. Here are some strategies to deal with these situations:       

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Thank the guest for bringing the problem to our attention. Remain calm and never take the anger personally. Listen attentively and pay attention to “unspoken messages.” Apologize, even if it is not your fault, and avoid blaming. Convey an attitude of genuine care and concern by using a positive tone of voice and pleasant facial expression. Any complaints received by the Service Group should be forwarded to the Concessions supervisor on duty immediately. Solve complaints involving food quality by suggesting replacement of product or refund of full purchase price. Even if product is half-eaten or consumed, make the guest happy with a no questions asked return policy. Your group will never bear the burden of any cost by taking care of the guest. Remember that often people feel better once they let off some steam about the problem they have encountered.

 

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Customer Service An additional strategy for dealing with a customer situation is based on the acronym LEAPS. This is an effective tool to remember the process: 

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LISTEN: Listening is more than just hearing words. You must “read” the situation and learn all you can about the problem facing you. You must listen for the meaning behind the words, as well as the meaning behind physical action. EMPATHIZE: This means feeling like the other person. Try to imagine how they feel. Imagine how you would feel in a similar situation. ASK: Questions are the best way to get the attention of people who are upset. This skill helps you to gather information. Open-ended questions, such as when, what, who and why questions, force people to respond to you as opposed to the situation. PARAPHRASE: Paraphrasing lets you put someone’s idea into your words. It also demonstrates concern and ensures that you understand what was said. SUMMARIZE: The summary allows you to conclude what you need to accomplish (e.g., refund money, new product, call the office, etc.).

The bottom line is to resolve the situation in the best interest of our customer and encourage repeat business by projecting an environment of friendly customer service!

 

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Safety Safety is an integral part of each volunteer’s job and includes safe job procedures, use of personal protective equipment where provided or available and reporting of accidents and unsafe conditions to your stand manager. In addition, follow these guidelines to help ensure a safe work environment: 

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    

Please adhere to the age restriction of 16 or older. Many accidents happen because children under 16 do not understand the potential danger of some cooking equipment and the slippery floors that result from ice, grease and other sources. Immediately report all accidents, even minor ones, to a Concessions supervisor. The first aid location at Breslin Center is immediately east of our office. At Munn, it is north of our office and at Spartan Stadium, it is located in the middle of the east and west concourses. Walk, do not run in stands. Watch for loose objects or spills on the floor, especially grease, water and ice. Clean up spills, and pick up any debris immediately. Do not allow electrical cords to extend across doorways, aisles or other walkways. When removing plugs from outlets, grasp the plug, not the cord. Be careful when working near hot surfaces, especially the hot dog kettle, bun warmers, the roller grill, the nacho machine and the pretzel machine. CO2 tanks for the pop machines must be chained to a secure location at all times. Never mix two separate cleaning agents together; the mixture could be harmful.

Bloodborne Pathogens Please contact our office immediately if any of your team cuts or injures themselves, resulting in blood exposure. Blood is a potentially infectious fluid by which other individuals can be exposed to infectious diseases, such as HIV and Hepatitis B and C. When a blood exposure incident occurs, do the following:    

Call the office. Contain incident area until our team arrives. Minimize the individual’s movement and also additional blood spills. Our team will clean up the blood spill and get needed medical attention for your team.

Michigan Right to Know Law This law requires all team members to be informed about the hazardous chemicals they use. The law states that a manufacturer must evaluate all products to determine which have hazardous chemicals, that is, if they could burn, explode, corrode, or otherwise injure a staff person under reasonable, foreseeable circumstances. Fortunately, the Concessions department supplies you with only one potentially hazardous chemical, which is the Johnson Diversey sanitizer that is used to sanitize food contact areas. The MSDS Data Sheet for this product is available upon request.

 

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Cash Control By following correct cash procedures during an event, your service group can eliminate unnecessary loss of hard-earned commission dollars. The stand manager should appoint a cash manager, whose entire focus is to educate and supervise Service Group members that are cashiers and take care of pre- and post-event cash responsibilities.

The Cash Manager Pre-event Duties are as follows:  

 

Fill in the information requested in the top four lines on the cash sheet. This sheet is located in your money bank. (See example on page 27.) After verifying your starting bank, initial the first box. In the next box, write in the amount you counted for the starting bank. If that amount differs from the amount on your bank tag, contact the office and have the money recounted by a Concession supervisor. They must fill in the difference and initial the third and fourth boxes. Determine the appropriate amount of cashier locations for the venue and event. Under “Staffing” in this manual, you will find the minimum cashiers required for each venue. Prepare the cash trays with standard amounts of money:

$20 in quarters or half-dollars $20.00 in quarters or half-dollars $50.00 in five dollar bills

$50 in five dollar bills $25 in one dollar bills

$25.00 in one dollar bills  

Adjust the above numbers as experience suggests otherwise. Assign group members that are good with adding prices, enjoy dealing with the public and do not get flustered.

Rules for Safe Money Handling:    

 

Never leave cash tray unattended. Cash manager will coordinate breaks. Keep cash tray out of sight from the customer. Do not turn your back on the customer to retrieve an order. If you must, make sure the cash tray is in a location free of potential theft. Any bills larger than $20 need to be given quickly and quietly to cash manager. Getting large bills out of the cash tray reduces the chance of losing a lot of money by theft or other means. All bills should be faced in the same direction in the cash tray. This will save time at the end of the event. When making change for an order, place the bill(s) received from the customer horizontally across the cash tray, so if you are challenged regarding correct change, you can refer quickly to what bill(s) you were given. After receiving the customer’s money, count back the change twice. First have the cashier count back to themselves, as they take the change from the drawer, and then again out loud to the customer. This procedure helps avoid costly mistakes.

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Cash Control 



Counterfeit pens are provided in the cash bags. The pen is similar to a highlighter. Run the pen along the bill about two inches. If the color on the bill stays yellow, it is not counterfeit. If the color turns black, it is counterfeit. At that point, notify your stand manager and have them take over the conversation. Tell the customer that you cannot cash this bill and are bound by law to confiscate the bill and give it to the authorities. If you feel you need assistance, call the office and ask for a police officer to come down to your stand. Any bill larger than $20 should pass this test before being accepted. Inform cashiers regarding any coupons that will be redeemed at the event.

The Cash Manager Event Duties are as Follows: 



   

Money Drops (Spartan Stadium): A money drop helps get large bills out of your stand into a safer location and makes counting at the end of the event easier. When making a money drop, you will be required to count all cash and record it on the cash sheet. Then take the money and cash sheet to the teller to be recounted, verified and deposited. Both persons must agree to the amount before the cash count sheet can be signed. You will leave your drop with the teller. NOTE: Remove hat and apron prior to leaving your stand when taking money to be dropped. Wait to count money in counting room, use designated drop bag to be inconspicuous and take a person with you for safety. DO NOT COUNT MONEY IN YOUR STAND! The pre-game and halftime drops should contain large currency only (e.g., twenties, fifties and hundreds). The final drop will contain all of your cash and coins remaining. At Breslin and Munn, money drops are not a normal procedure, except for special events. Monitor small bills (ones and fives) and change (halves) during the event, so that you have enough for the busy periods without running out. Change is available from the stadium counting room. Coordinate restroom and food breaks for cashiers. Pull any money from cash trays that is larger than a $20 bill. Arrange change for cashiers as needed.

The Cash Manager Post-event Duties are as Follows: 

  

Secure and organize cash trays and money bank. Immediately upon closing the stand, the appointed cash manager should gather all money and proceed to the designated counting room. Calculators and supplies are provided by the Concessions department. Collect credit card totals report. Currency Bundling (Munn): The cash manager should sort, face, count and bundle currency. Accuracy in cash handling requires an organized and systematic approach. Before depositing currency with us for verification, it should all be properly bundled with all bills facing the same direction.

 

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Cash Control Bundles should be paper clipped together as follows:

Denomination:

Paper Clip:

Rubber Band:

Ones Fives Tens Twenties All Other Bills

$25 Bundle $100 Bundle $100 Bundle $500 Bundle Any Amount

(Four Paper Clips) - $100 (Five Paper Clips) - $500 (10 Paper Clips) - $1,000 (Four Paper Clips) - $2,000 -

Only a single denomination should be in a paper clipped bundle (e.g., all fives). Do not mix denominations to come up with $25 or $100 bundles. Bundle everything you can with paper clips, and then add loose bills. Do not place a paper clip on a bundle of money unless it is a full bundle. For example, at the end of the event, if you have $92 in ones, clip together three bundles of $25, and do not clip the remaining $17. Place the loose $17 on top of the $25 bundles and put a rubber band around the entire stack. Fill in total amounts on the cash sheet provided.

Football/Breslin Change Machine 1. Sort and consistently face all currency. 2. Once all coin and currency have been run through, a summary of all coin and currency will print out. 3. Collect all currency and rubber band into groups by denomination. No specific dollar amounts need to be banded. DO NOT MIX DENOMINATIONS. 4. Take your print out and transfer the amounts to your cash sheet, being sure to add in items not included in the machine print out, like rolled coins, all charges, coupons, etc., to your totals. 5. Place all currency, rolled coins, change slips, coupons, the top copy (white) of your cash sheet and your machine print out in your bank bag, and lock it before turning it in to supervisor on duty. 6. The loose coins you sent through the coin sorter will stay locked in the machine.

Fill Out Cash Sheet When the event is over, continue filling out this form by writing in totals for all denominations of currency and coins on the left-hand side of the form only. The right side of the form is used by the Concessions department in verifying the amounts you turn in. Itemize any coupons received. Carry over totals to the right-hand side of the form (adjacent to the coupon section), using the left-hand columns. Finally, be sure to sign and date on the line indicated, and take the yellow copy for your records. The white copy of the cash summary should be locked in the bank with your money. One last note…The procedures outlined prior are for your benefit and not simply for our convenience. By practicing organized and systematic cash handling techniques, you will greatly reduce the chance of error. Many businesses and financial institutions that handle large amounts of cash practice these techniques. Organized cash handling means accuracy!

26

 

 

Cash Control Cash Summary Sheet

 

27 

 

 

Cash Control Credit Card Procedures 1. Always ask for an additional ID when given a credit card to pay for a purchase. 2. Slide the credit card through the slot on the right side of the card terminal. The magnetic strip will need to face left. If the swipe is accepted go to Step Two. If the swipe is not accepted, you can key in the card number. When you key in the card number, you will be prompted to enter the expiration date, the amount, the three-digit security code on the back and the zip code of the cardholder. Once the zip code is entered, the machine will connect to the credit card company seeking acceptance. 3. You will be asked for the amount of sale. Key in the amount and hit the green button. 4. The machine will then connect to the credit card company, and if accepted, it will print a receipt. If it is declined, it will display “decline” on the bottom part of the screen. DO NOT RUN THROUGH A SECOND TIME. If you run the card again, you may receive a false acceptance. Request another form of payment from the customer. 5. Transactions under $25 do not need a signature. Transactions more than $25 do require a signature. 6. When the receipt is done printing, have the customer sign the receipt. While they are signing the receipt, ask them if they would like a copy of the receipt. If yes, press the third purple button from the left and then press F1 to print the last receipt. 7. Put the signed receipt in the cash drawer, or if stand manager has another procedure, follow that procedure. Keep all receipts together. 8. The red button is used to cancel out of a transaction or go to previous screen.

TROUBLESHOOTING: If the machine malfunctions, please call the Concessions Event Office. Spartan Cash Machines      

Press the E key to start a Spartan Cash transaction. Using the numeric keys, enter the total amount of the transaction. You do not need to enter the decimal point. Press the enter key. Swipe the card through the reader, with the magnetic strip to the right. Spartan Cash balance is displayed. Transaction is complete. Press the blue triangle below “reprint” on the display to reprint receipt.

 

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Procedures During Event The stand manager’s constant focus when the stand is open is to anticipate busy times (intermission, halftime, etc.) and be prepared with enough food to not run out. At each event that you work, there should be a “past event comparison” report that gives you a guide as to what food sales may be realized at the current event. Do not produce more than 75 percent of “past event” numbers until it becomes apparent that the current event will exceed those numbers. No comparison is necessarily perfect, so please call the office for further guidance on production numbers, event attendance and number of stands open. We want to serve every customer with the items of their preference, so please anticipate busy times and do not run out of food. Always be aware of the event status. It is important to know when an intermission or halftime period is approaching. It will be slow in getting any supplies during these times and difficult in preparing needed products fast enough to meet customer demands. Not meeting customer demands in a timely manner defeats good customer service and reduces your money-making opportunities.

Staffing In order for your Service Group to be most effective during these busy times, the stand manager should appoint workers to specific duties, and make sure those workers know what they are doing before the stand gets busy. Appoint team members as follows: 

 

Appoint a cashier for each cash location. These team members must be trusted to calculate totals under pressure and make correct change. They must also be your best customer service members, because their actions will reflect upon your entire group. Appoint one team member to each pop machine. Appoint two to three runners that will help the cashiers fill orders from the back

Customer Service Remind all frontline team members of the following:       

Say, “Hello,” to customer and be friendly. Be aware of drinking fountain and restroom locations for customer directions. Be knowledgeable of all combo meals and what they include. Try to add on to customer’s order; you will be saving the guest money and the inconvenience of getting back in line for additional food items. Your stand may have a special needs counter. Be aware of this, and treat customer as any other. Say, “Thank you,” to the customer after the order is filled. Replace products and issue refunds if guest has any issue with our products. The Concessions department has a no questions asked return policy. When possible, put refunded product in waste box. If unable to get container, notify stand manager to make proper adjustment.

 

29 

Procedures During Event Sanitation Remind all group members of the following: 

  

Please remind your team that “refills” are not allowed in any beverage cup due to sanitation concerns by the Health Department. Simply tell our guest that you must give them a new cup or mug and that the posted price will be charged. Keep your stand clean. Have some towels stored in your red sanitizing bucket, ready to wipe up spilled pop or food on the serving counter. Keep all supplies at least six inches off the ground. Hats and aprons need to be properly worn by all group members.

Deliveries Re-supply of product frequently happens at events, especially pizza. If you need anything, inventory or non-inventory items, call the office, and a staff member will bring the product down to your stand. Do not accept any inventory product without a receipt form. Be sure to verify quantity, sign the form (example to the right) and take the bottom copy for your records. The

Waste

Continue to educate the group members that any product returned or wasted that is not accounted for in the waste box or stand manager’s adjustment can drastically affect your commission. Establish a waste area for inventory product early, and reinforce the importance at every instance.

Office By dialing the following extensions from your stand phone, you will locate our Operations Office and can receive assistance from our team regarding any issue that you are facing.

Venue: Breslin Center Munn Ice Arena Spartan Stadium

Phone Number: 4-2437 Dial 4 Dial 101

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Procedures During Event Condiment Areas The condiment counters can really disappoint a guest even after flawless performance from the frontline team. Keep these areas assigned to someone and keep them full of condiments, napkins and straws, especially organized and clean!

Lighting Check to make sure all menu board lights are on, as well as ceiling and counter lights. A well-lit stand always looks more inviting and ready for service to the guest.

TVs Please leave TVs on the designated station our team has identified.

 

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Stand Closing Procedures Windows Closing times are usually as follows: Basketball All windows open until 10 minutes left in the second half. At that time, the windows can be closed only after being told to do so by a representative of the Concessions department. Breslin Concerts and Misc. Events A supervisor will inform you when to close. Closing time is dependent on the type of event, number of intermissions, etc. Hockey All windows stay open until 10 minutes left in the third period. At that time, all windows can be closed after being told to do so by a representative of the Concessions department. Football The closing of the stands will be staggered. Most of the concourse stands closing at the start of the fourth quarter. All stands are to remain open until closed by a member of the Concessions department. All corner and upper stands normally close at the conclusion of the game. Make every effort to accommodate all customers in line before shutting the windows.

Cash Manager Breslin & Munn The cash manager should gather all the money from the front of the stand. Place money in cash bag and proceed immediately to cash room or office. Refer to cash control section in this manual for additional information. Fill out Cash Summary Sheet (see example on page 27), and inform the stand manager what your money total is minus the starting bank. This number will be important for use with the reconciliation sheet and determining any shortage or overage for that event day. Once the stand manager is comfortable with the money count, close the bank bag and lock it. Please take the bank bag to the office immediately after verifying money so that it can be secured. Football The cash manager should gather all the money from the front of the stand and put into bank bag and discreetly take down to counting room to organize, face and bundle cash and coins for final deposit. Please remove hat and apron when taking the money to the office.

 

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Stand Closing Procedures Counting Ending Inventory Besides the beginning inventory, the ending inventory is the second most critical step in determining your success for that given day. First and foremost, return all inventory and non-inventory to the correct locations. Make sure all inventory items in the front of the stand are brought back and consolidated with similar items in the back of the stand. NOTE: Check all front and back counter storage areas. A very common occurrence is to find inventory items mixed with non-inventory items or items left in the front of the stand that did not get consolidated or counted. Remember that bottled water is found in several areas and needs to be added together for the final count. As the initial double count was done, start with the first item on your inventory list (see example on page 38) and work your way down. Use the “buddy system” again in counting the inventory. The inventory manager needs to understand the importance of this task and are good counters.

Waste Items Assign someone to gather and organize all inventory food items that are designated as waste. These items would include the following:     

Items returned by customers. Items dropped on the floor. Items that were defective. Items soiled by food. Items prepared and not sold.

After organizing all these items together in like groups, count and record the number in the waste column on the stand sheet. These items will be verified by the Concessions team and are not to leave the stand or be consumed by any Service Group member. Any discrepancy in the waste count will be adjusted to the Concessions team count. This may affect your commission. (Note: Unsold, cooked hot dogs, brats and pizza are given to the local food bank to be distributed to area homeless shelters.) Here are some helpful instructions on compiling your waste:        

De-bun hot dogs or brats, throwing buns away. Place hot dogs or brats in one-gallon ziplock bag, placing no more than 12 per bag. Please do not mix brats and hot dogs. Place on sheet trays. DO NOT PILE ON TOP OF EACH OTHER. Do not zip bags shut; the product cools down quicker if vented. Label and date with a seven-day “use by” sticker marked with today’s date. Record temperature and time on log sheet. Place in refrigerator for student team to pick up, following the event. Leftover pizza will be placed back in delivery box with no more than eight slices per box. Record date, temperature and time on box. Place in refrigerator to be picked up by student team member following the event. Do not shut the top of the bag all way to allow for quicker cooling.

 

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Stand Closing Procedures We strongly recommend trying to balance your stand the day of the event while the event is fresh in your mind, and you can still count and verify the inventory. Once the stand has been double-counted, cleaned and locked, the inventory manager and an MSU Concessions team member can return one time to recount. Please call the office for any assistance in helping answer questions or concerns relating to this topic.

Fill in Event Evaluation Form (See page 39) Your honest feedback of services provided during an event help us to highlight areas that need improvement. Please take time to fill this form out to assist us in raising our level of service to you, as well as the event “guest.” Please include name and stand. If you would like to discuss your experience, please include a home or work telephone number and indicate the best time of day to contact.

Fill in Bubble Sheet (See page 40) Cleaning Equipment Hot Dog Kettle    

Turn off. Drain. Scrub with stainless steel scratch pad, Joy soap and water. Rinse. Clean exterior areas of kettle. Sweep floor around kettle.

Pop Dispensers     

Turn off unit before cleaning. Key switch is on the side of the pop tower. Remove nozzles by twisting clockwise and pulling down gently. Clean with warm, soapy water and sanitize. Reassemble. Clean pop tower drain and rack. Pour hot water down the drain to help clear away any syrup buildup. Wipe all exterior areas of the unit soiled with pop or other food items. If ice bin is empty, sanitize with spray and rinse.

Condiment Units     

Throw out any relish, onions or jalapeños that may have been used by the general public. Wash plastic containers. Remove ketchup and mustard pumps and disassemble for cleaning. Put lid or clear plastic wrap on the containers and return to the refrigerator. Do not use aluminum foil. Reassemble the pumps and pump water through to test the cleanliness. Take the pump stem out and put all parts on the equipment shelf for air-drying. Clean entire metal condiment unit and sanitize.

 

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Stand Closing Procedures Pretzel Machine      

If the low water light is on, fill with distilled water until light goes off. Turn unit off. Take carousel out of the unit and clean food particles off in the sink. Clean the interior with a towel and sanitizing solution. Wipe it dry with paper towel. Return the carousel to its correct position inside the unit. Clean the exterior of the machine with a towel and sanitizing solution. Wipe it dry with paper towels.

Nacho Cheese Machine 

  



Call the office to see if the machine needs to be emptied and cleaned. If there are back-to-back events, we will leave cheese in the unit for the following event. If not using the machine the following day, unplug the machine at the wall outlet. Open unit and pull bags of cheese out. Each bag of cheese should have a date sticker on it. Please record the date it’s being refrigerated on the date sticker. Please do this, or call office for additional assistance on this procedure. Clean any cheese that is on the interior or exterior of the unit.

Bun Warmer   

Turn all units off. Clean out all pans of food items. Clean exterior of the unit with a towel and sanitizing solution as needed.

Pizza Warmer     

If the low water light is on, fill the warmer with distilled water until the light goes off. Turn unit off. Remove the inside trays and rack for cleaning in the three-compartment sink. Wipe clean the interior and exterior with a towel and sanitizing solution. Wipe it dry with paper towel. Return the rack and trays to their correct locations inside the warmer.

Popcorn Warmers   

Turn unit off. Remove the wire rack and clean any popcorn residue out of the unit. Replace the wire rack.

Popcorn Lexans  

Dump out any leftover popcorn. Clean in the three-compartment sink and let it air-dry upside down.

 

35 

 

 

Stand Closing Procedures Coffee Machine    

Turn machine off. Wash, rinse and sanitize basket. Rinse out air pots. Wipe down exterior of the unit as needed.

Cocoa / Cappuccino Machine     

Open the front cover and fill chambers with correct product powder. Remove each chamber’s mixing parts and clean them. Remove the drip tray and clean it. Return cleaned parts to the unit. Wipe down the exterior of the unit as needed.

Aquafina Countertop Unit  

Clean the exterior and interior of the unit as needed. Fill the unit with Aquafina bottled water in an organized manner with labels facing the customer.

Final Procedures Cleaning the Concessions stand after an event is the responsibility of the Service Group. Service Group Managers should appoint team members to cover specifics to ensure that this is completed thoroughly and properly. A checklist is provided on your double count sheet.      

 



Floors are to be swept. All garbage cans should be emptied and bags put just outside the stand after guests have left the building. New liners should be placed into empty garbage cans. Wash and sanitize all serving and food production counters. Refill all napkin and straw dispensers. Organize all soiled laundry in one area. Break down all cardboard and organize it into one area:  Keep cardboard in the stand until all event guests have left the building.  Do not break down Pepsi syrup boxes; pull syrup bags before recycling. Secure stand windows: Please make sure all windows are locked and secured before you leave. Rinse and organize recyclable materials (e.g., plastic, metal, boxboard). Take binder to the office.

There may be cleaning fees charged to groups who do not follow the above procedures by leaving a stand improperly cleaned. You and your team are representatives of Michigan State University, and as such, we encourage you to be Spartan green! You can show your true colors by recycling bottles and other materials in the containers provided throughout your shift and during clean up.

 

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Thank you for your effort today! We appreciate and value your partnership with MSU Concessions!

 

37 

 

 

Double Count Sheet

 

38 

 

 

Evaluation Sheet

 

39 

 

 

Bubble Sheet

 

40 

 

 

Volunteer Group Meal Sheet

 

41 

 

 

Employee Health Policy

 

42 

 

 

Employee Health Policy

 

43 

 

 

Employee Health Policy

 

44