Ice Cream And Dot Shack Employee Handbook.
Ice Cream and Dot Shack employeehandbook.
Table of ContextiiiTable of contextContentsTable of context . iiiIntroduction . viiChapter 1 . 1Work Etiquette . 1Customer Service . 1Food Handling/Presentation . 1Scheduling . 1Dress Code . 2Chapter 2 (Dot Shack) . 5Opening team member duties . 5From the ice cream shop you will get: . 5In the Dot Shack . 5Prep all items necessary for operation: . 5Closing team member duties . 5Clean and sanitize surfaces . 5Floor. 6Trash . 6The following needs to be completed on a daily basis . 6Ensure all items are stocked for the following day . 6Before leaving. 6Be sure the following documents have been turned in . 6Chapter 3 (Ice Cream) . 9Opening Lead Duties . 9From revenue operations office get: . 9In the Ice Cream shop . 9Make sure the shop is stocked with all the following materials . 9Opening team member duties . 9
ivNRH2O Ice Cream employee handbookThe following will need to be completed on a daily basis . 9Temperature check list . 10Weekly cleaning checklist . 10Closing team member duties . 11Clean & Sanitize surfaces: . 11Turn off and clean Dr.Pepper machine . 11Dishes . 11Trash . 11Floors . 12Closing lead duties . 12Inventory. 12Stocking items . 12Before leaving. 12Be sure the following documents have been completed and turned in . 12Chapter 4 (Overall Safety) . 15Overview of safety rules . 15Proper ways to handle and work equipment . 15Freezers . 16Deja Blue fridge. 16Computer or POS system (point of sales) . 16Sanitation. 16Daily food and safety check lists. 17Temperature Control. 17Receive and Storage . 17Rotation/required date markings . 17Structure/building maintenance . 17Employee Hygiene . 17Sanitation . 17Restrooms . 17Index . 18
Table of Contextv
IntroductionIntroductionThe NRH2O employee handbook is designed to help new employees learn the most commontasks and procedures that we follow. This manual will give a descriptive overview of thefollowing topics. Employee EtiquetteCustomer ServiceFood HandlingSchedulingDress codeEach chapter will elaborate on each subject as well as going into specific departments of theestablishment. This handbook is written for the food and beverage employees, therefore it willalso show the many checklists needed to help a new employee through their assigned shift. Aswell as teaching them the proper ways to take and receive orders. If you follow the instructionsin this manual you will be way on your way to becoming a great asset to the NRH2O Food andBeverage team!vii
viiiNRH2O Ice Cream employee handbookCHAPTER 1WORK ETIQUETTE/CUSTOMER SERVICE
Chapter 1Work EtiquetteHere at NRH2O we pride ourselves on our great customer service. Since we opened in 1994 wehave made it a point to have outstanding customer satisfaction, whether it is at the front gate, themultiple food buildings, or at the pools interacting with the life guards. Either way you look at it,if you want to be a good employee you will always keep a smile on your face and have a positiveattitude when dealing with guests. This is a family waterpark therefore parents want to seeenergetic workers who will give them a good experience at the park. You must make it a point tocome into work every day with a positive attitude and a friendly face.Customer ServiceIn order for each guest to have appositive experience at the park they need to have no difficultiesat all when ordering their food and talking to a cashier. When a guest approaches your stand thefirst thing you need to do is greet them with a smile and ask them how they are doing. This aloneputs the guest in a better mood and will make them a lot easier to deal with while taking theirorder. If the guest is having a hard time choosing what they want to eat you can try suggesting aspecific item to them. When you do this make sure to have a general idea of what they might beinterested in. For instance if it is an adult suggest a Burger not a kids meal. This speeds up theprocess a little and helps the guest with their order, which they enjoy. While waiting on theorders to be filled don’t awkwardly stand there staring at the guest. Use small talk to start aconversation with them. Ask them how they have enjoyed the park so far and what attractionsthey have been on. When they receive their food tell them to have a great day. These tips alwayshave the guests leaving with a smile on their face and a good attitude about the park and theiremployees.Food Handling/PresentationUpon getting hired at NRH2O you will be required to take a food handlers class so you can getyour license. There they will teach you all the proper food handling techniques and tips towardsgreat presentation. They will also tell you everything you need to know about proper sanitationand health codes.SchedulingAll Scheduling will be done online through a website called When To Work.com. This websiteallows you to post your availability for each week. The supervisors then go in to see what you
2NRH2O Ice Cream employee handbookposted and they will schedule you times accordingly. Through this website you will also be ableto request time off, trade or drop shifts, and even pick up shifts.Dress CodeThe dress code for new team members of the food and beverage department will be asfollows: Blue F&B T-shirtBlack ShortsWhite NRH2O hatWhite shoesThose are the required apparel that you will wear to each day of work. Specifics include:For Men, you are allowed one bracelet on each hand one necklace and noearrings or rings. For Women: you are allowed one bracelet on each hand onenecklace, no rings, and one earing in each ear but no danglers or hoops. Theserequirements are because of health code and will not be tolerated if broken.
CHAPTER 2DOT SHACK
Chapter 2 (Dot Shack)The Dot Shack is basically an extension of the ice cream shop. It is a little 6x6 box that fits onefreezer one computer and one employee. We place the Shack in front of the Splashatory, whichis the main attraction for the little kids that come to the park. Here we sell ice cream cups and icecream sandwiches.Opening team member dutiesFrom the ice cream shop you will get: DocumentsRadioKeysDaily communications/Event listIce cream cups, spoons, etc.In the Dot Shack Turn on computer and login to the cashier program using the code on your idEnsure all closing procedures from the prior night were completed. Inform you lead ofanything that wasn’tPrep all items necessary for operation: Make sanitizing solution waterSanitize all counters and freezersRemove lids from the ice cream tubs in the freezerFill up tubs with more ice cream if neededMake sure all trash cans are emptySweep/spot scrub as neededGet a till from the cash office and open ASAPNotify your lead ASAP if you notice the Dot Shack is running low on any suppliesClosing team member dutiesClean and sanitize surfaces All inside and outside countersAll shelvesIce cream freezer and surfacesSinks
6NRH2O Ice Cream employee handbook WindowsTake all dirty spoons, lids, etc. to the ice cream shop to be washedFloor Sweep floorScrub/mop floorSqueegee any standing water on the floorBe sure that the floor under the freezer has been cleaned as wellBe sure all drain surfaces are cleanedTrash Empty all trash cansIf needed, clean inside an outside of trash cansReplace trash bagsTake out recyclingThe following needs to be completed on a daily basis Call Base to take you to the cash office and empty your tillTurn off computer and log out.Ensure all items are stocked for the following day SpoonsStrawsNapkinsGlovesReceipt paperPensChemicalsPaper towelsHand soapBefore leaving Call closing lead for inspectionTurn in : keys, radio, documents, and inventoryBe sure the following documents have been turned in Safety checklist, clock in sheet, cleaning list and inventory sheets
CHAPTER 3ICE CREAM
Chapter 29Chapter 3 (Ice Cream)The Ice Cream shop is to the right once you walk into the park. Here is where the majority of theice cream sells come from. Every morning a lead will open it up and stat his/her duties. Once theteam member arrives they will begin their assigned duties as well. There will be two teammembers working here each day. One will fill orders while the other checks the guests out. Theirlead will be bouncing around from Ice Cream to the Dot Shack. If the team member ever needsassistance from the lead and they are not there, they will have a radio that they can call on forassistance. The following sections will tell you exactly what the responsibilities are for eachposition throughout the day.Opening Lead DutiesFrom revenue operations office get: RadioKeysStaff schedulesPrep/thaw sheetsDaily communications/event listIn the Ice Cream shop Turn on computer and loginEnsure that all closing procedures from the following night were completed; contact asupervisor if they were not.Make sure the shop is stocked with all the following materials Ice Cream / ToppingsCups/spoons/paper goodsSouvenir bottlesDrink wristbandsCarbonated soda boxesNapkins/strawsChemicals/hand soapReceipt paperPens/gloves/paper towelsOpening team member dutiesThe following will need to be completed on a daily basis Get a till from the cash office and open up by 10:30
10NRH2O Ice Cream employee handbook Put souvenir bottles togetherClean tables and chairs as neededEmpty trash cans as neededRefill ice cream as neededSweep/spot scrub as neededRestock napkins ass neededClean sneeze guard and counters as neededMake sure hand washing sink if fully stockedNotify your lead ASAP if you notice that the Ice Cream shop is running low on anysuppliesTemperature check listThe temperature check lists are made to insure that all freezers and coolers stay at the right tempthroughout the day. We keep up with them every hour that way if one is getting to hot we canevaluate the problem and fix it before it becomes a hassle.Time11amBackFreezer31 F orlowerFrontFreezer31 F orlowerDejaBlueFridge41 F orlower12pm1pm2pm3pm4pm5pm6pm7pmWeekly cleaning checklistThe weekly cleaning check list is here so that the shop constantly stays spotless. Every nightwhile performing the cleaning procedures the lead and team member will clean the same stuff.The weekly cleaning list instructs them to detail clean a few different items each night. This waythey are not detail cleaning the entire shop each night. The weekly cleaning list is as follows:Monday:Bleach all walls/ doorsClean stand up refrigerators & freezers with sanitizing solutionClean bottom of all Dippin Dots freezers
Chapter 2Tuesday:11Bleach all walls/ doorsClean all windows with glass cleanerWednesday:Bleach all walls/ doorsClean stand up refrigerators & freezer with sanitizing solutionClean bottom of all Dippin Dots freezersThursday:Bleach all walls / doorsClean all windows with glass cleanerFriday:Bleach all walls/ doorsClean stand up refrigerators & freezers with sanitizing solutionClean bottom of all Dippin Dots freezersClosing team member dutiesClean & Sanitize surfaces: All front countersShelves under the front countersFront freezer surfacesBack freezer surfacesDeja Blue refrigeratorTopping holderShake machineSinksTurn off and clean Dr.Pepper machine Scrub nozzles and place in bleach waterClean and sanitize inside and all outside surfacesWash grate and soda catch panDishes Set-up 3 sink dish wash (soap, rinse, sanitize)Clean and sanitize all dishesAir dry all dishesTrash Empty all trash cansReplace trash bags
12NRH2O Ice Cream employee handbook Take out recyclingFloors Move tables and chairs outsideSweep floorScrub/mop floorSqueegee any standing water on floorBe sure that the floor under all the freezers have been cleaned as wellBe sure all drains and surfaces are cleanClean all tables and chairs once you bring them back insideClosing lead dutiesInventory Call cash office for a cash downTurn off computer and log out as wellStocking items Spoons, strawsDr.Pepper cups, Dippin Dots cupsNapkinsGlovesReceipt paper, pensChemicalsPaper towels, Hand soapBefore leaving Call closing supervisor for inspectionTurn in: keys, radio, documents, and inventoryBe sure the following documents have been completed and turned in Daily safety checklistClock-in sheetsInventoryOpening/closing sheetsWeekly cleaning list
Chapter 213CHAPTER 4OVERALL SAFETY
Chapter 4 (Overall Safety)In this chapter you will learn the importance of safety in the work place. There will be timesthroughout the day where if you’re not properly handling something you could get hurt. On theother hand there will be times where you could potentially harm a guest at the park. Notphysically of coarse but more health related issues. We need to be able to keep the Ice Creamshop clean and sanitary at all times, this way the risks of you or a guest getting a food relatedillness are lowered. The last thing we want is for a guest to complain about how their food madethem sick. Because you will be working in Ice Cream and not Riverfront Grill or Shark’s youwon’t ever face this problem. But we still want the food to be presented to the guest the best waypossible.Overview of safety rulesAnother motto that we have here at NRH2O is “Safe, Friendly, Clean” we stress this so muchthat we put it on the name tags of all employees. We want them to be able to look down everytime they are at work and see this to be reminded what our main goal is. Because we work in thefood department safety rules emphasize cleanliness. We want the guests to feel safe while eatingand not have to worry about their food being dirty or it getting them sick. The main points ofsafety that we stress every single day is sanitation, as long as we can keep all the equipmentclean and sanitary at all times that automatically eliminates over half of the safety issues. Thenext thing we stress is your personal cleanliness. If you are serving we expect you to always havea fresh pair of gloves on. There are many things
The Dot Shack is basically an extension of the ice cream shop. It is a little 6x6 box that fits one freezer one computer and one employee. We place the Shack in front of the Splashatory, which is the main attraction for the little kids that come to the park. Here we sell ice cream cups and ice cream sandwiches.
Ques.2 Who feels joyful on seeing the Ice-cream Man? Ans. The speaker. Ques.3 Name the different flavors of ice-cream the Ice-cream man has in his cart. Ans. Vanilla, chocolate and strawberry. Ques.4 What are the two things that the Ice-cream man is selling? Ans. Ice-cream and chilled drinks. Ques.5 What is the ice-cream cart compared to in the .
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