The Grand Theatre Concession Handbook Table of contents WELCOME GUEST SERVICE CASH HANDLING

Transcription

1 CONCESSION HANDBOOK

2 The Grand Theatre Concession Handbook Table of contents Overview of Responsibilities WELCOME Who are the Guests? The 5 C s of Guest Service Body Language The Step Method for Assisting Guests Radio Etiquette GUEST SERVICE BEING A SALESPERSON The 7 Steps of Serving the Guest Using the Register Computer System Failure General Guidelines Travelers Checks Credit Cards and Check How to Make Correct Change Recognizing Counterfeit Bills New Bills (2003) Returns and Refunds Gift Cards Banking Procedures Change Requests Spoilage CASH HANDLING 2

3 CONCESSION STAND OPERATION Opening the Stand Stand Operating Responsibilities Spoilage How to Pop Popcorn Handling Popcorn Cleaning the Popper Fountain Soda Icee Ice POPCORN SODA, ICEE & ICE Hotdogs Buns Nachos HOT DOGS & NACHO S CLOSING THE STAND Cleaning Checklist for Closing the Stand Opening the Café Bulk Candy Coffee Pizza Daiquiris Hot Dogs & Sausage Closing the Cafe Safety CAFÉ SAFETY 3

4 WELCOME OVERVIEW OF RESPONSIBILITIES Here is a general overview of the responsibilities of working in the concession stand. It is not all inclusive and the Employee Handbook can be consulted for reference for the complete job description. Greet the guest with a smile and welcome. Provide friendly, efficient guest service. Provide quality food products and presentation. Follow instructions and directions of management and shift leaders. Up-sell the better value for the guest. Suggestive selling of additional items. Handle money properly. Count Inventory as instructed. Serve with proper utensils. Follow all safety practices. Inform management and/or leads of any problems associated with equipment, product, or guest(s). GUEST SERVICE Guest Service is EVERYONE S JOB -- No matter what specific function you perform in the theatre, you must always remember that serving our guests is the most important part of your job. Guests should never be an interruption to your job Guests are your job. Make Good First Impressions We ve all heard You only get one chance to make a first impression and it s absolutely true. With so many people coming through the theatre each year, it may be hard to identify first-time guests. For that reason, we need to treat everyone as if it is his or her first time at The Grand and make an excellent impression. Guests may tell you that it is their first time at this theatre and need help finding their auditorium. Never let this kind of opportunity pass you by without going the extra mile. Good first impressions make for lifetime guests. 4

5 Having a guest-friendly attitude is one of the easiest and most pleasant things you can do. Ironically, it s also easy to overlook. The trick to keeping your guest relations up is to remember that popping popcorn, tearing tickets, etc. are very important parts of your job, but your job ultimately is to assist our guests. We all go places and have expectations of how we would like to be treated. If you treat guests how you like to be treated, you will be rewarded with more smiles than complaints in the future. This will make both your job and the guest s experience more enjoyable. Who are our Guests? This sounds like an easy question, but the answer might surprise you. The typical answer would be that a guest is someone who comes to our theatre to watch a movie, but we have a different idea of who our guests are here. At The Grand, guests are anyone with whom we have contact. This includes our supervisors, the employee sitting next to us, and yes, this includes the people coming here to watch movies. Throughout this handbook, there are several references to how we should handle and treat our guests. Remember the above definition of who our guests are and apply it to everyone. Excellent Guest Service requires that we all respect the guest chain. By doing so, everyone will benefit and we can all enjoy The Grand experience. We must strive to be an excellent guest service provider that just happens to be in the movie business. The 5 C s of GUEST SERVICE COURTESY is one of the most important qualities we offer our guests. When you smile at a guest, look them in the eye and welcome them to your theatre, you re telling them that they are important to us. When a guest approaches, reach out to them by saying WELCOME TO THE GRAND. CLEANLINESS of our theatres is vital for guest satisfaction. We pride ourselves on having clean, well maintained facilities at all times for our guests to enjoy. COMFORT is expected by our guests. We want them always to feel relaxed and comfortable in our theatres. Our facilities are designed and built to enhance the movie-going experience in every way possible. 5

6 CONVENIENCE is essential. We strive to offer our guests a convenient experience from the start with Next-In-Line service. We will always staff our building to the level necessary to keep our lines short or non existent. CONSISTENCY of our operation brings guests back. When guests are deciding to visit our theatres, they need to know they are going to have the same great experience each and every time. ZONE OF INFLUENCE The Zone of Influence is the ten (10) foot radius around an employee. When a guest approaches within this area or establishes eye contact, the employee should acknowledge that guest. Within a five (5) foot radius the employee should greet/speak with the guest. The Zone of Influence entails anything that an employee can do for our guest in order to ensure the best movie going experience. Within the Zone of Influence, employees should be the first and last to speak when communicating with guest. BODY LANGUAGE/ NON-VERBAL COMMUNICATION When handling a guest s concern, we might think that our level of service depends solely on what we say. While this is very important, we also need to be conscious of our non-verbal communication or body language. Studies show that non-verbal communication sends a very strong message to guests on how you feel about assisting them. Here is a breakdown of how people receive messages from others: Tone of Voice 38% Words 7% Body Language 55% What does this chart tell us? That how we act and non-verbally communicate with a guest is incredibly important. In fact, it outweighs what we say. You may be surprised to learn this at first, but think of a personal example. How seriously do you take someone who s telling you that they care about what you re saying as they re rolling their eyes and slouching? We would assume that we were 6

7 being ignored and had received poor guest service. This should never happen here. Listed below are some tips to make your non-verbal communication shine: ALWAYS MAINTAIN GOOD EYE CONTACT: This lets the guest know that you re paying attention to what they re saying. There s no need to stare the guest down, so some random breaks in eye contact are acceptable, but never roll your eyes in front of a guest or look elsewhere while speaking or being spoken to. FACIAL EXPRESSION: This can be tricky because facial expressions can be easily misunderstood. For example, when we think we re smiling, we may be perceived to be smirking. Since non-verbal communication is so important, it s a good idea to get to know your facial expressions. Not everyone may perceive them the same way that you do, but a pleasant facial expression isn t too hard to master in front of a mirror. Remember that a good positive attitude spreads to other employees and guests. KEEP GOOD POSTURE: You should never slouch or lean back while assisting a guest. Your posture is a strong indication of how attentive you are to a guest s concern. This includes facing the guest as they talk to you as well as not slouching or leaning back. Leaning slightly forward is a way to non-verbally communicate that you are paying attention and are interested in what s being said. While listening to a guest, you should nod appropriately to show that you re following what they re saying. Slouching sends a lazy, uninterested message to guests, so you should never slouch. Even if there are no guests presently around you, if a guest approaches you and sees you slouching, they won t feel welcome - they will feel like an interruption. Of course, by now, you definitely know that guests are never interruptions to your job. STAND, SMILE AND BE ATTENTIVE: When our guests approach a concession stand, box office, or ticket podium, they should never feel like they re an interruption. To make our guests feel welcome and at ease, you should always be at your station and enthusiastically ready to assist a guest. This sends an unwelcome signal to our guests and takes away from The Grand Experience. We should be waiting to serve our guests; the guests shouldn t be waiting for us to serve them. The Step Method for Assisting Guests When a guest brings a problem to your attention, they are telling you with the hope that you respond and find a solution for them. It s all too easy for us to listen to the first words out of a guest s mouth and assume that we know exactly 7

8 what they re talking about. Jumping the gun in this fashion will waste both your time and the guest s. To win the guest over with your excellent service, consider the following steps. After each of the steps, there will be some italicized print to give you an example of how these steps could be used in an actual situation. Let s use the example of a guest telling you that one of the screens is out of focus. Yes, I m watching a movie in Screen 8 and the picture is all blurry. Can you do something about it? Listen Listen to the guest s complaint carefully. Don t assume that you know the exact nature of what he / she are trying to tell you. In this instance, the guest didn t want a refund or to leave the show. The guest simply wants the problem to be corrected. Repeat Repeat the complaint back to the guest and let them confirm that you understood them correctly. Make sure that they are satisfied that you understand exactly what they are complaining about and what they expect the solution to be. Let me make sure I understand you correctly. The movie you re watching in Screen 8 is blurry? Acknowledge & Apologize This goes back to fulfilling our guests needs for understanding and empathy. You can do this by nodding your head as the guest explains their concern or by telling them that you understand and will do everything in your power to find a solution to their problem. Remember that you should never have a shortage of apologies! I m very sorry ma am. From what you ve told me, it sounds like the picture is out of focus. I ll have the projectionist correct the problem right now. Explain First, tell the guest what you can do to solve the problem. Essentially, provide them with options. After the guest has decided on what option they would like, tell them exactly what you will do to solve the problem. Be honest with them; don t mislead them by telling them that you will do something that you cannot do. I m going to call the projectionist right now and have the film re-focused. Again, I am very sorry and please let us know if there is anything else I can do to make your visit more enjoyable. Thanks Always thank the guest for informing you of the problem. Remember that we want complaints! If a guest complains, then they are telling you that they want to come back but they would like something to 8

9 be corrected. What we want to avoid is the scenario where the guest is so frustrated that they walk out of the door and never return. Complaints are feedback and we should use them as a valuable tool for keeping The Grand a top-notch guest service provider. Thank you very much for bringing that to my attention. Enjoy your show! RADIO ETIQUETTE When using the radio, be cautious of what is said and how it is said. Guests judge their entire experience while visiting the theatre. Radio conversations are not completely private and guests sometimes overhear them. Don t say anything on the radio that you would not say directly to a guest. If you are assisting a guest and receive a call on the radio, the response should be, I m assisting a guest right now, let me call you back in a few minutes. Remain professional at all times and guests will retain a positive image of our employees and the theatre experience.. BEING A SALESPERSON Unlike working at the box office or as an usher, concession attendants must be salespeople. When you are served at the box office, it is clear guests are there to buy tickets for the number of guests in their party; up-selling is not really an option. On the floor the ushers will be tearing tickets and directing guests to their theatres. The guests can, however, see their film and enjoy their movie going experience without ever visiting the stand. This is where having a clean well stocked stand comes in. Popping popcorn while guests are in the lobby is the first attraction because the smell of freshly popped popcorn is extremely appealing. Short or no lines at a properly staffed stand would be a second attraction, but once they get to the stand, salesmanship will allow the theatre to maximize its sales and ensure that guests are offered the best values. There are specific techniques which each concession attendant must commit to memory and practice with every transaction. This process will allow for open communication with the guest, by getting the complete order through a few questions and suggestions that will be a natural conversation as concession attendants become experienced in the process. 9

10 THE 7 STEPS OF SERVING THE GUEST 1. Greet the guest. Welcome to the Grand/ or Amstar, would you like to try THE NUMBER ONE COMBO? It is very important for the concession attendant to engage the guest with a smile and good eye contact to make them feel welcome and not an interruption. 2. Get the full order up front. It is important to get the order up front. 3. Suggestive selling / Up selling. There are some simple sales techniques which should be followed to maximize every order. The first sales opportunity is during the greeting by always offering the guest a combo. Offer the number one combo; it is a large and a large, let the guest work down instead of you having to work them up if possible. If the combo is declined and the guest orders a drink or popcorn, always ask, Will that be a large? not what size. By suggesting the largest size the best value is being offered to the guest. ALWAYS SUGGEST A LARGE. When a small or medium is ordered of popcorn or soda, HOLD UP THE SIZE THEY ORDERED AND THE NEXT LARGEST SIZE and tell them for this much more you have the larger size. Example, a guest orders a small popcorn, hold up the small and medium bag and explain For fifty cents more you get almost twice the amount (prices may vary but the technique is the same.) If the guest ordered either popcorn or a drink, the next question is what size drink/popcorn would you like with that? (Either popcorn or drink, opposite the item they already ordered.) ALWAYS SUGGEST ITEMS BY NAME, Would you like some with that?" The key to selling is going until they say NO. 4. Enter the item(s) into the register pad and tell the guest the total amount. This allows the guest to prepare to pay while the order is being prepared, speeding the transaction along. They can then start getting their money together while you fill the order. 5. Prepare and present the order. Always prepare the drink first, while the soda is filling automatically, you can collect the other items to fill the order completely. Note: Amstar locations do not automatically fill the drink. 6. Accept Payment Accept payment and make appropriate change, making sure you count back the change properly. 7. Thank the guest Thank the guest and direct them to the condiment station as appropriate. Remember, always be polite. 10

11 USING THE REGISTER Each employee will be assigned a login number and password. These codes must be kept confidential to prevent someone else from tampering with another employee s register. Every employee is required to log in to the assigned register using their assigned log in ID and password. Every employee is required to log out and make sure their cash drawer is closed and locked when leaving the assigned station for any reason. Log in: 1. To log in press the login button in the lower left hand corner 2. Enter your user ID and press ok 3. Enter your PIN and press ok. You are now logged into Ticketsoft. 4. T logout press logout and the system will ask you if you are sure. Press yes. You are now logged out of Ticketsoft. 1. Remember every employee is required to log out and secure the station if they leave for any reason. Cash transaction: 1. Press the buttons that correspond to the items that the guest would like to purchase. 2. There are two options in Ticketsoft to handle cash transactions a. Fast Pay Cash i. If the guest pays with correct change or the cashier knows what amount the guest should receive, press the fast pay cash button. The drawer will automatically open and the attendant can put the cash in the drawer and give the change to the guest. b. Complete Sale i. If the concession attendant does not know the correct change to give back to the guest, then hit complete sale. This will allow the concession attendant to enter in the amount the customer paid on the calculator pad and let Ticketsoft compute the change. This is especially handy if a customer pays with large bills and the attendant wants to make sure they are giving back the right amount of change to give they should then press the fast pay cash button. The drawer will automatically open and the attendant can put the money in the drawer and issue the change to the guest. 11

12 Credit Card Transactions: 1. Press the buttons that corresponds to what the guest would like to purchase. 2. To process a credit card press Fast Pay Credit and swipe the card in the card reader. 3. If the customer wants a receipt press print receipt. 4. All orders over $25.00 require a guest s signature. a. Place the signed receipt in the register 5. Manual Credit Card Entry: a. If the POS terminal will not read the card then do then it will need to be entered manually: i. Press Fast Pay Credit ii. Using the number pad enter in the card number iii. Using the number pad enter in the expiration date iv. Press Process b. If the credit card is accepted the status will say approved. c. If the credit card is not accepted the status will say declined i. If the card is declined, politely and discretely tell the guest that the card is being declined and ask for another form of payment. Gift Card Transaction: 1. Once the order is entered press complete sale 2. Press Fast Pay Gift 3. Swipe the gift card on the card reader 1. If the card has sufficient funds Ticketsoft will display a balance owed as zero and complete the sale. 2. If the card is depleted and there is a balance owed Ticketsoft will display the balance. 1. From this point follow the procedures for a cash or credit transaction depending on the method of payment. 4. A receipt should be printed for all gift card transactions to ensure the proper amount has been applied Split Payment Ticketsoft allows for payment to be split between multiple forms of payment 1. To do this press complete sale 2. Press add payment 3. Select the form of payment from the column on the left 12

13 4. Press pay amount, enter the amount guest paid and then press ok 5. Repeat these steps until the balance owed is $0.00 a. Remember to always perform the credit card payment last A concession attendant should only be logged in to one register at a time. If switching registers they must first log out of the original register or the computer will lock them out of the system. COMPUTER SYSTEM FAILURE If at anytime during business hours the computer system fails, the concession attendants must sell items manually. Calculators will be provided by management to add up any transactions. Each concession attendant will be given pens, item tally sheets, and price lists. Mark by using slashes next to each listed item. The attendants should continue to sell items and list all items sold. When the computer systems come back on line a manager will enter the items sold from the tally sheet into the system. CASH HANDLING GENERAL GUIDELINES Always complete one transaction before beginning another. Don t hurry. Be efficient without being rushed. Be aware of quick-change artists. As soon as a guest begins demanding change in multiple requests, he/she may be trying to confuse you. If you have any doubt, call a shift leader or manager on duty immediately. Be careful and take your time. Inform the guest that you must finish the transaction as originally requested and then you may work on their next request. Manager intervention is mandatory anytime a guest feels he/she was shortchanged. Handle the issue with the care of any other guest complaint. When the flow of business allows, you and your shift leader will investigate the claim and make a decision. You should never give out your password. You should always log out of the station if you are going to walk away. There is never any reason for you to be in someone else s drawer. 13

14 Only you and your shift leader or manager should ever be in your drawer. TRAVELER S CHECKS There are only six travelers checks issued in the United States. They are American Express, Visa, MasterCard, Thomas Cook, Citicorp, and Bank America. We accept all six. All traveler s checks begin with the routing number This is a number assigned to all travelers checks and is located on the bottom of the check. A valid driver s license or ID must be presented for identification. Please verify the name and signature on the traveler s check against the driver s license. Write the Driver s License # and the state that it is from on the check in the endorsement box. The guest s signature at the top of the check must match the guest s signature at the bottom, and the counter signature MUST BE SIGNED IN THE PRESENCE OF THE PERSON ACCEPTING THE CHECK. IF YOU ARE PRESENTED WITH A CHECK THAT HAS BEEN SIGNED WITHOUT YOU SEEING IT DONE, YOU CANNOT ACCEPT THAT CHECK. Since traveler s checks are available in many different currencies throughout the world, be sure to note the currency on each traveler s check you accept for payment. It must be in U.S. dollars. CREDIT CARDS and CHECKS Credit cards are accepted to purchase tickets. Grand Theatres and Amstar Cinemas accept Visa, MasterCard, American Express and Discover. Corporate or personal checks drawn on a local bank may be accepted for the purchase of gift card or group sales. However, acceptance must be approved by the manager on duty and only for box office purchases. When accepting checks, be sure that the person s name, date of birth, address, and telephone number are on the check. If they are not already printed on the check, ask the guest for this information and write it on the front of the check. Check this information against a driver s license and write the drivers license number on the check. Movie Cash is accepted at both the box office and concession stand. We do not give change for Movie Cash checks which bear a higher amount than needed for the transaction. 14

15 HOW TO MAKE CORRECT CHANGE Always leave bills within the guest s sight until the guest s change has been counted back and the guest has left the window or counter. State the amount owed, then the amount tendered. Example: That was $14.25 out of $20.00 Repeat the amount owed, then count or add the money back carefully as the change is handed back to the guest, starting with the smallest denomination and working your way to the largest. When the last piece of change is reached, state that amount, and say makes then state again the amount tendered. RECOGNIZING COUNTERFEIT BILLS Counterfeits are usually $20 bills or larger, especially twenties with the same serial number. All theatres are required to have counterfeit pens. The Concession shift leader has a counterfeit pen and must be used upon receipt of bills $50 and larger and any questionable $20 s. All Concessions employees must have their shift leader s approval for accepting bills over $20. When marked with a counterfeit pen, the counterfeit bill will turn dark brown or black, but this also tends to happen with older, legitimate bills as well. If this happens, consult your shift leader or manager on duty. A light brown color indicates a legitimate bill. If there is any question about a bill s legitimacy, consult your shift leader or manager on duty. Look at the money you receive. Compare a suspect note with a genuine note of the same denomination and series, paying attention to the quality of printing and paper characteristics. Look for differences, not similarities. PORTRAIT -The genuine portrait appears lifelike and stands out distinctly from the background. The counterfeit portrait is usually lifeless and flat. Details merge into the background which is often too dark or mottled. Federal Reserve and Treasury Seals 15

16 On a genuine bill, the saw-tooth points of the Federal Reserve and Treasury seals are clear, distinct, and sharp. The counterfeit seals may have uneven, blunt, or broken saw-tooth points. BORDER -The fine lines in the border of a genuine bill are clear and unbroken. On the counterfeit, the lines in the outer margin and scrollwork may be blurred and indistinct. SERIAL NUMBER -Genuine serial numbers have a distinctive style and are evenly spaced. The serial numbers are printed in the same ink color as the Treasury Seal. On a counterfeit, the serial numbers may differ in color or shade of ink from the Treasury seal. The numbers may not be uniformly spaced or aligned. PAPER -Genuine currency paper has tiny red and blue fibers embedded throughout. Often counterfeiters try to simulate these fibers by printing tiny red and blue lines on their paper. Close inspection reveals, however, that on the counterfeit note the lines are printed on the surface, not embedded in the paper. It is illegal to reproduce the distinctive paper used in the manufacturing of United States currency. The Treasury Department added two important features to the $20, $50, and $100. Security Thread: On the left side of the bill, from top to bottom, is a translucent polyester thread embedded in the paper which runs vertically through the bill. The thread can be seen by holding the bill up to a light source. Micro printing: Around the portrait on the front of the bill, there are the tiny letters USA repeated in microscopic type. The words THE UNITED STATES OF AMERICA are repeated along the sides of the portrait. To the naked eye, the micro printing appears as little more than a solid line and can only be read by using magnification. Neither feature can be accurately reproduced by an office machine copier. If You Receive a Counterfeit- If you believe you have received a counterfeit note, do not return it to the passer. 16

17 Quietly notify a shift leader or member of management without embarrassing the guest. The bill will be turned over to the police by theatre management. New Bills (2003) The most noticeable difference in the new bills is the subtle green, peach and blue colors featured in the background. New designs for the $50 and $100 notes are scheduled for introduction in 2004 and 2005, respectively. Different colors will be used for different denominations, which will help everyone particularly those who are visually impaired to tell denominations apart. Redesign of the $5 and $10 notes is under consideration, but the $1 and $2 notes will not be redesigned. While consumers should not use color to check the authenticity of their currency (relying instead on user-friendly security features see below), color does add complexity to the note, making counterfeiting more difficult. The new $20 bills maintain the traditional U.S. currency appearance, are the same size, and use the same, but enhanced portraits and historical images of Andrew Jackson on the face of the note and the White House on the back. The redesign also features new symbols of freedom a blue eagle in the background, and a metallic green eagle and shield to the right of Jackson s portrait. The new $20 note design retains three important security features that were first introduced in the late 1990s and are easy for consumers and merchants alike to check: The watermark the faint image similar to the large portrait, which is part of the paper itself and is visible from both sides when held up to the light. The security thread also visible from both sides when held up to the light, this vertical strip of plastic is embedded in the paper. USA TWENTY and a small flag are visible along the thread. The color-shifting ink the numeral 20 in the lower-right corner on the face of the note changes from copper to green when the note is tilted. The color shift is more dramatic and easier to see on the new-design notes. Because these features are difficult for counterfeiters to reproduce well, they often do not try. Counterfeiters are hoping that cash-handlers and the public will not check their money closely. 17

18 RETURNS and REFUNDS All returns must be handled by a shift leader or manager on duty. The manager on duty must approve all refunds. All returned concession items must be placed in the spoilage bin. All returned items must be listed on a cashier s refund slip. The date, terminal, cashier initials number, time, amount, and reason for void must be included on the slip. Voids can only be entered into a terminal by a shift leader or manager on duty. Any items rung up in error must be listed on a Refund-Void slip and approved by a shift leader or manager on duty. If a guest wants to exchange items, the new items must be rung up and the returned items put on a Refund-Void slip using proper Procedure. 1. To Process a cash refund a. Press the buttons that correspond to the items that need to be refunded b. Press the refund sale button located at the bottom of the screen i. Be careful not to press fast pay cash which is located right Above the refund button c. Ticketsoft will ask for your Login ID and PIN d. Select Fast Refund Cash e. Select the type of refund that is being performed, i.e. over ring etc. and press ok f. Take the receipt that is printed and put it in the register along with the refund slip 2. To Process a credit card refund a. Press the buttons that correspond to the items that need to be refunded b. Press the refund sale button located at the bottom of the screen i. Be careful not to press fast pay cash which is located right above the refund button c. Ticketsoft will ask for your Login ID and PIN d. Select Fast Refund Credit e. Select the type of refund that is being performed, i.e. over ring etc. and press ok f. Take the receipt that is printed and put it in the register along with the refund slip 18

19 MAKE SURE THIS FORM IS FILLED OUT COMPLETELY INCLUDING DATE ETC, BEFORE IT IS TURNED IN AT THE END OF THE SHIFT. GIFT CARDS Refer to page 9 for step by step instructions on how to process a gift card Other items to note: o If there is at anytime a dispute on the amount left on the card, you are to call your shift leader or manager to handle the problem. o Gift cards can be purchased only at the Guest Services Window. BANKING PROCEDURES BANKING SLIP # Box Office Opening Bank x $100 Concession Mid-Shift Drain x $50 Café Final Banking x $20 Date: Cashiers Signature: x $10 Time: x $5 Bag #: Mgrs/S.L Signature: x $1 Terminal # Coin White Count Room Canary Cashier copy Total Amount 1. When a cashier receives a bank, inside will be a completed Banking Slip which needs to be verified and signed for. The white copy should be sent via pneumatic tube to the count room and the canary copy should be retained in the cash drawer. 19

20 2. Make sure that you receive the yellow copy of the Banking Slip with the signature of the shift leader after each drain. Keep the yellow copies of the Banking Slips in the cash draw and send to the count room with the final drop/drain. 3. Drains/drops shall be performed by Shift Leaders or Managers; however the cashier is responsible for observing the drains and signing the Banking Slip verifying the amount of cash being removed from their drawer. 4. If a Shift Leader is performing as a cashier for any shifts, another Shift Leader or a member of management must perform all drops/drains from that drawer. A Shift Leader must not perform their own drops/drains when working as the cashier CHANGE REQUESTS When a cashier needs change for his/her drawer, a Change Request form (Form ST-114) shall be filled out, signed, and sent to the count room. The white copy of the Change Request form should be sent to the Count Room with money to exchange for the requested amount via pneumatic tube. The yellow copy should be kept in the cashier s drawer until the change has been received from the count room. When the requested change is received, the cashier shall verify that the amount is correct, and match the white copy of the Change Request form to the yellow copy. Both copies of the Change Request forms should be kept in the cashier s drawer and turned into the count room with their final drain. If pneumatic tubes are not available, the Change Request Form and the requested change must be delivered by hand (by lead or manager). 20

21 SPOILAGE Spoiling damaged, dirty, and returned items is very important because all cups, candy, hot dogs, nachos, cheese, etc. are saleable items. A saleable item is the same as cash. If a cup is thrown away without listing it on a spoilage sheet; it s the same as throwing away money. If an item needs to be spoiled, it must be immediately brought to the attention of a shift leader. Items to spoil include: damaged goods, returned items, dirty items, or any item that falls on the floor. If an item falls on the floor it must be spoiled immediately. All spoiled items must be placed in a container and accounted for by a shift leader at the end of each day. Spoilage is not to be eaten or used by any employee or guest. Cost of goods is affected by high spoilage and wasting product and material. Don t change out a soda, cheese or chili BIB until they are completely empty. CONCESSION STAND OPERATION OPENING THE STAND(S) Heated items should be prepared first. Place hot dogs on the grill to ensure proper cooking time. Place chips on counter warmers and turn on the nacho warmers in the scullery. Make sure you have enough BIB cheese and chili in the dispensers and that the product is warm Place any unused popcorn from the night before into the popper and start popping fresh corn10-15 minutes prior to opening for the day. 21

22 Turn on Popcorn warmers and make sure oil warmer is on. Turn on all Icee machines. Keep buns in a sealed bag when placing in the warmer. Check to make sure the condiment station and portion pack condiment wells are well stocked. Set up each station with cups, bags, and lids. Place pickles at every station and place paper towels underneath each jar, the juice will stain the counter. Put nozzles on all drink machines and turn them on. Make sure that you have adequate stock on hand. Turn the lights on all popcorn poppers even if they are not in use. Notify shift leader of your stock needs. Make sure all nuts and bolts are tight on the poppers before heating. Check drink syrup bag-in-the-box (BIB) racks for empty boxes; restock as needed. Remember only replace bags that are COMPLETELY EMPTY. Also leave partially filled bags in the boxes until they are replaced when empty. Check popcorn oil bag-in-the-box rack for empty boxes; restock as needed. Again only replace bags that are completely empty STAND OPERATING RESPONSIBILITIES Daily Operations EVERYONE S MAIN RESPONSIBILITY IS TO SERVE OUR GUESTS. Keep the area clean, organized, and well-stocked. Clean your station, wipe down systems, counters, and glass and sweep floors. Check with a shift leader to be assigned additional duties. Restocking After each round of shows goes through, the first thing that needs attention is cleanliness of the stand which includes countertops, candy case glass, drink machines, and cup holders. Once the stand is clean, focus on ensuring that it is restocked sufficiently to accommodate the next round of shows. Provide a list of items that need to be pulled by a shift leader or manager. Heated items should be restocked first so they have time to come to proper temperature. Stock levels should be checked for hot dogs, nachos cheese, popcorn, buns, butter flavored topping, bottled drinks, ice, cups, lids, syrup, candy, condiments, pickles, napkins, straws, and carry trays. 22

23 Always plan ahead by letting the shift leader know the need for stock or change before running out. When re-stocking, check to make sure there are sufficient cleaning supplies to maintain the stand during the shift The matinee attendants should leave a clean and stocked stand for the evening attendants. The evening attendants should leave the concession stand stocked well enough to be handle the first set of shows on the following day. CLEANING Washing hands should be done every time an attendant returns to the stand. Also concessionist should take care to not touch their face or hair while working in the stand. Keep mustard, ketchup, peppers, and relish area of counter clean. Keep back counters neat and orderly. Only essential items should be on the counter. Cleaning supplies and other items should be in the cabinets or in an area not visible to the public. Keep cabinets neat and properly organized. Concession cabinets should be properly labeled, however if unsure of where something belongs, ask a manager or shift leader. All cabinet doors should be kept shut except when removing supplies. The entire concession counter must be kept absolutely clean at all times. Even quickly straightening the counter between guests, such as wiping soda and spilled popcorn. The floor should be swept as often during the shift as is needed. Candy START WITH A FULLY STOCKED SUPPLY. Keep the display neat and clean. Keep the candy drawers clean. Rotate stock. If business is slow, rotate stock through the cases you are not using. Candy will get stale if only sold on weekends. Stock all candy drawers consistently. Place the same number of candies of each type at each station and in the same location. When stocking, be careful not to unplug the concession terminal pad. Scullery Duties Filling nacho trays with chips and cheese. 23

24 Keeping nacho oven fully stocked and running nachos to the concession stand as needed. Changing and re-stocking bag-in-box syrup. Only empty bags Sweeping and mopping the scullery. Pay special attention to water around the ice bins. Placing boxes and trash in the compactor and compact the trash as needed. Washing and sanitizing concessions utensils and both hand and 3- compartment sinks. Folding kid pack trays. Keep ice machines running by knocking down the ice (see Ice section for details) Keep work tables clean. Return carts to warehouse after use. Keep 3-layered carts clean. Change CO 2 in daiquiri stand (see changing the CO 2 cylinder in the Daiquiri Stand for details.) Stock auxiliary storage room to specified levels. Maintain a clean, fully stocked concession stand at all times. Perform merchandise inventory at the direction of theatre management POPCORN There is nothing guests associate more with movies than eating popcorn. In the United States over one billion pounds of raw popcorn are sold every year, much of it is sold to movie theatres around the country to be popped fresh for their guests. Learning how to properly prepare and handle popcorn is a very important component of training to work in the concession stand. It may sound odd, but THERE IS A SPECIFIC RECIPE TO MAKE POPCORN. The quality of the product we serve to our guests requires each individual popping, to follow the procedure with every batch. The popcorn kettle has a thermostat to regulate the temperature to the proper level. The oil output is calibrated for the proper amount of oil to be dispensed each time. If the proper measurement of corn and salt are added and allowed to pop through the full cycle, consistently good product should be produced. Popcorn should be popped fresh daily and the popper should always be popping when shows are going in. Always be attentive when working around the popper, it is very hot and carelessness can cause injuries. 24

25 HOW TO POP POPCORN Popping corn starts with making sure that all the supplies necessary are in place and ready to be used. These items are: At least a half full bin of popcorn kernels under the popper, and the blue metal measuring cup is there. The metal container for salt is filled with popcorn salt and the measuring scoop is clean and accessible. The Bag-in-the-Box oil is adequately filled and warm. The next step is to make sure the popper is ready to use by ensuring the following: The master oil switch is turned on so the oil remains warm. This switch should always remain on when there is oil in the warmer to keep it liquid and ready to use. Turn the lights on. Turn the warmer on. Make sure all nuts and bolts are tight on the popper. Ensure that the kettle was reconnected to power properly after cleaning and that it is seated in the popper mechanism properly. All utensils are clean and sanitized. BEFORE BEGINNING POPPING, ALL OF THE ABOVE MUST BE IN PLACE. IF YOU HAVE DIFFICULTY WITH ANY OF THE ABOVE, NOTIFY A SHIFT LEADER OR MANAGER BEFORE YOU START POPPING. Now that the machine and supplies are ready to pop, the process for popping is as follows: 25

26 Fill the blue metal measuring cup full to just below the lip of the cup and add one level scoop of popcorn salt to the kernels in the cup. (Remember that following the recipe exactly is essential to provide a consistent quality product) Turn on the kettle heat and kettle motor. Open the top of the kettle carefully and pour the corn and salt inside, closing the lid immediately. Press the oil pump only once and watch the oil go into the kettle. If for some reason the oil does not dispense, turn the heat off and check the oil supply. Always add the corn and salt to the kettle first to prevent hot oil from splashing out of the kettle causing burns. The first batch of corn will take longer to pop because the kettle has to come up to the proper temperature. Immediately fill the blue measuring cup with corn and salt so it is ready when the batch in progress is complete. As the corn pops, the kettle agitator is turning and the lid will start to open to allow the first popped kernels to escape. Do not manually open the lid; it is weighted to just allow the pressure of the rising popcorn to open it enough to spill out. Opening the lid manually at this point will cause popping kernels to escape un-popped and covered in very hot oil. Please note that the center of the bin grate has larger holes than on the perimeter. That is to allow un-popped corn to fall through into the crumb tray below and keep the fully popped kernels out. As the kernels spill out of the kettle, gently rake the corn over the larger holes and then pile it off to the left and rear of the bin. When the buzzer goes off, it is time for you to pay immediate attention to the popper. Within the next 30 seconds as the remaining kernels pop, listen for the popping to slow down to almost nothing and then dump the kettle. Try to keep the center of the grate below the kettle mostly free of popped corn. The dumping of the kettle will allow any un-popped corn to fall to the grate instead of mixing into the already raked kernels. Carefully dump the kettle turning it completely out once or twice. Then gently to the upright position making sure the gears reengage with the agitator motor. To continue to pop, open the lid and add the corn and salt again, close the lid and pressing the oil button. Repeat the entire cycle as often as necessary. If the bin is full enough and a break in popping is to take place, turn the kettle heat off when the lid starts to rise and popcorn spills out. The residual heat of the kettle will be enough to finish popping the batch. 26

27 After empting the last batch of popped corn and returning the kettle to the upright position, turn the motor off. Burnt popcorn hurts sales and slows the concession operation when a popper needs to be taken off line to be cleaned. Also, having the smell of burnt popcorn in the lobby has the exact opposite effect on sales as the aroma of freshly popping corn does. Everyone is responsible for preventing burned popcorn. If standing next to a popper that needs to be dumped, then do so! Everyone should take the initiative to ensure that popcorn does not burn. However accidents do happen so do not panic if popcorn starts to burn. Follow the procedure below: LEAVE THE MOTOR ON! Turn off the kettle heat immediately. Immediately get a metal nacho pan from scullery. Dump the kettle of burned popcorn into a metal nacho pan. DO NOT dump the burned popcorn into the popper bin. Position the pan in the popper bin to catch the burned popcorn from the kettle. Return the kettle to the upright position, making sure the gears connect, wait 2 seconds. Dump the kettle again. Be careful, pan and popcorn will be hot! Take the pan of burned popcorn into scullery. Empty the popcorn into a cardboard box and throw the box in the compactor, if possible. Wipe off the pan and return it to scullery. Ask a shift leader to inspect the popper to determine if popping can resume or if further cleaning is needed. HANDLING POPCORN When handling popcorn, remember that the more you handle it the more it becomes broken crumbs. A few tips to ensure that guests are not receiving bags of broken crumbs: Before serving popcorn into a bag, gently sift the top layers by tossing a couple scoops of popcorn on to top of the pile. This will allow the small crumbs and any remaining un-popped kernels to settle to the bottom of the pile. Do not push your scoop to the very bottom of the pile to fill a bag for a guest; this is where all the crumbs will have settled. Fill the bag even with the top edge and DO NOT use your scoop to tap down on the top of an overfilled bag. All this accomplishes is to crush the popcorn. 27

28 CLEANING THE POPPER CAUTION: KETTLE IS VERY HOT AND CAN CAUSE BURNS OR DISCOMFORT. Let the popper cool for 30 minutes prior to cleaning. Empty the remaining popcorn from the bin into the popcorn storage bags. Do not scoop up crumbs and seeds that remain, simply discard them. Remember to tie the bag closed to keep it fresh overnight. Remove the lid, front drop panel, crumb tray. Clean from the top of the unit down to the crumb tray, first brushing out all crumbs and loose salt with a small brush. Clean the lid, ceiling, all surfaces of the machine, and around the oil rack with soap and hot water and C cleaner from ProStar. Wipe out the inside and outside of the kettle with a warm damp cloth. Use kettle cleaner as needed to remove burned on oil. Wipe out the frame of the machine and all surfaces using a paint brush to brush crumb and salt out of the corners. Clean all glass with a degreaser and then glass cleaner, inside and out. Clean around the oil rack and clean the bottom of the popper. Making sure that all loose popcorn kernels, popped or un-popped and spilled salt are swept out. Wipe down the stainless steel with a towel and warm soapy water. If time permits, the kettle can be wiped down periodically throughout the day to make end-of-day cleaning easier. Replace crumb tray, corn pan, and drop panel. Place full popcorn storage bags in machine. Replace scoop and cleaning brushes in bottom of machine. Be sure to pull out the popper and sweep behind and under them. DON T FORGET!! KETTLE IS VERY HOT AND CAN CAUSE BURNS OR DISCOMFORT. SODA, ICEE & ICE FOUNTAIN SODA The second most popular items sold at the concession stand are fountain drinks. All fountain drinks are Coke-A-Cola brands and should be dispensed only in approved Grand/Amstar cups. There are very specific steps which should be taken to ensure quality product is dispensed. 28

29 Setting up the soda tower for operation includes filling the ice bin with ice. This helps cool the product which runs through a cold plate under the ice bin. If the product is not cooled properly by the cold plate the soda will be overly foamy and difficult to serve. Make sure the nozzles are clean and in place and the unit is turned on. Check the bag-in-the-box syrups in the scullery to ensure that all of the bags have at least some product in them. Continue to periodically check them during your shift to prevent interruption of operation at the tower. This is especially true for Sprite as it is clear and it will be difficult to determine if the syrup runs out until a guest tells you about poor quality soda. Only replace syrup bags when they are completely empty. When preparing a drink for a guest, use the following procedure: When filling an order, the soda is the first item that should be started because the units will fill the cup and turn off when filled. This enables the attendant to complete other parts of the order while the soda is filling. Always use an ice scoop when filling the cup half full before filling. Use more or less ice if requested by the guest. When the cup is filled, place the appropriate size lid on the cup and wipe any spilled soda from the cup, if any, before presenting to the guest. CLEANING THE SODA TOWERS Turn off machine. Remove nozzles and place them into the designated container. Take them into the scullery and clean and sanitize them in the three compartment sink. Pour hot water down the drains in the drink machine to prevent them from clogging. Wipe clean with a towel. Inside of ice bins should be cleaned at least once a week. Transfer ice to another bin when cleaning. Wipe down drink machines. Do not spray cleaner into vents on top of machine. This causes back-lit transformers to short out. Once a week the nozzles and spickets need to be soaked in the nozzles cleaner. Nightly they should be wiped down with warm sanitized water and a towel to remove remaining syrup. ICEE Icee machines stay on at all times. Check the Icee syrup that is hooked up in the scullery and use Icee syrup only on these connections. 29

30 Only remove syrup bag-in-the-boxes and replace when completely empty. Bags that are in use on the rack should remain inside the box they came in. Don t dispense product from the machine when the light is flashing, this means it is recycling or out of order. In either case the product that would come out should not be given to a guest. Install a dome lid on the cup before filling it. Make sure there is an ample supply of cups with lids to help reduce the time it takes to serve guests. Use kids pack cups for Icees with the kids pack and matching lids, not a domed lid. Empty drip trays throughout the day. Remove the drip tray at closing and wash with soap and water. Replace the tray. Dust the top of the machine and wipe off with a damp cloth or sponge. If a mistake on an Icee order is made, empty the cup immediately into the sink and spoil the cup under the appropriate procedures. Icees are to be sold to guest only in approved containers. If the Icee being filled is not ready, dump the product and fill the cup from another machine. ICE Here are the steps which must be followed in order to assure quality product is being served: Be sure to use clean, sanitized utensils and containers for handling ice Always use a scoop when dispensing ice into a cup. Just reaching in with a cup-in-hand contaminates the rest of the ice. The ice makers will only make ice when there is room in the machine to do so. When the ice fills the bin, the thermostat registers the cold and the maker shuts off. To keep the machine making ice, always pull the ice away from the top and back of the bin to allow maximum space for ice production. This means on both sides of the bin not just one or the maker will still not produce. Filling the bins in the stand at the end of a shift also allows for maximum room in the maker for ice production overnight. If there are multiple ice makers, make sure to take ice from both machines, again allowing for space so the maker will continue to produce ice. Melting ice can form a bridge in either the bin or ice maker. This means that ice has melted and drained away under the top layers of ice. When filling a bin in the stand or getting ice from the maker, use the scoop or paddle to rake through the ice to break up any bridges that have formed again maximizing room in the maker or bin. 30

31 Ice bins in the stand should be completely emptied and sanitized at least weekly. The ice makers in the scullery should be emptied and cleaned as directed by management. HOT DOGS & NACHO S HOT DOGS Hot dogs like any other cooked food product must be handled with proper sanitation and food temperature safety in mind. Failure to do so can result in product that can make guests ill or worse. Remember that it is our desire to only serve the freshest, high quality product to our guests. If we sell a poor quality product, the guest may not say anything, they just won t buy it on the next visit. BAYONET THERMOMTER Using a bayonet thermometer to check internal temperature is the best way to ensure proper heating. Check the hot dogs with a clean bayonet thermometer using the following procedure: The thermometer should be calibrated at the beginning of every shift to ensure its accuracy. This is done by putting the end of the thermometer in a cup filled with ice and water. Let the temperature stabilize and the thermometer should read 32 degrees. If it varies, it should be adjusted using the adjustment nut behind the dial until the temperature reads 32 degrees in the ice water. Clean the thermometer with an alcohol swab. Put the bayonet thermometer into the long end of the hot dog. The internal temperature should be at least 140 degrees before it is served. 31

32 Preparing Hot Dogs Turn hot dog grill to low. Never change the setting unless internal hot dog temperatures do not reach a minimum of 140 degrees. Turn on rollers. As a case is opened they should be transferred to plastic containers so they can be refrigerated until put on the grill. The hot dogs in the stands are known as 4-to-1 s because there are 4 per pound. Place hot dogs on grill using tongs or fresh food service gloves. Hot dogs are already cooked when received at the theatre. Heating time prior to serving is approximately 30 minutes. As additional hot dogs are put on the grille, rotate the cooked hot dogs to the front of the grill and place the uncooked hot dogs at the rear. BE CAREFUL TO SELL ONLY PROPERLY HEATED HOT DOGS, THEY MUST HAVE AN INTERNAL TEMPERTURE OF AT LEAST 140 DEGREES. The properly heated hot dogs tend to be darker in color than the uncooked hot dogs, using a thermometer is always the best way to tell. Continuously stock the hot dogs to the maximum level determined by the shift leader. It is important to prevent overstocking the grill, which causes high spoilage, or under stocking which creates a shortage of cooked hot dogs. Hot dogs cannot remain on the grill fully heated to 140 degrees for longer than four hours. Any hot dogs that are heated longer than four hours should be spoiled out. BUNS Turn on warmer and set to 120 degrees. Temperatures higher than that will melt the plastic bag. Leave buns in plastic package while warming. Open the package from the end so it can be resealed. Never rip open the bag of buns because if the package is torn open the buns will become dry and hard. Handling of buns by concession attendants must be done with the food service plastic gloves or tongs. Buns are one of the few non-saleable items that go into the spoilage bin. If a bun has become hard and dried out it should not be served to a guest. 32

33 Serving Hot Dogs Remember to use tongs or food service gloves when handling hot dogs and buns. Hot dogs are presented to the guest in the designated paper pouch. Place a hot dog in the bun and then in the bag before presenting with the rest of the order. Cleaning the Hot Dog Machine Remove sneeze guard. Remove any left over hot dogs and place them in the plastic container in the refrigerator or in spoilage, ask the shift leader or manager for direction as to which. Remove the drip pan and clean it with soap, warm water and sanitizer in the three compartment sink. Don t pour grease down the sink drain. Clean the grill with a Teflon scrubber and sponge using a mild detergent with warm water. Rinse with a damp cloth after washing and dry thoroughly before using. Wipe down exterior front and sides with Stainless Steel cleaner. BE CAREFUL NOT TO USE STAINLESS STEEL CLEARNR ON THE ROLLERS OR DRIP PAN OR ANY OTHER SUFACE THAT COMES IN CONTACT WITH FOOD. Clean between hot dog machine and bun warmer and the counter beneath the machine. When the unit has been thoroughly cleaned, rinsed, and dried, re-insert the drip pan beneath the rollers. Plug the machine back into the outlet. Clean sneeze guard with glass cleaner and replace on machine. Cleaning the Bun Warmer Remove leftover buns and place the re-closed bags into the refrigerator. Open drawer, when drawer is fully opened, access drawer release levers. The drawer can be completely removed now. Clean inside, outside, and underneath warmer. Remove pan from drawer frame and clean as needed. Reassemble unit. NACHOS Preparing Nachos for sale: Fill Nacho tray with chips be sure to use 2/3 size chips or larger and mix in with whole chips. 33

34 Place tray into the counter warmer. Excess trays should go in scullery warmer. Fill the counter warmer with trays of chips. The shift leader will instruct you on how many pre-packed trays should be prepared during the shift. Fill scullery ovens with prepared chips. When serving cheese from the warmers, a 3.5 oz portion should fill the cheese well. Do not over fill the well as it ends up as waste and hurts portion control. All employees must wear the proper plastic gloves when filling the nacho trays. Clean the metal pans before refilling them with nacho trays. CLEANING THE NACHO WARMER Turn off the warmer. Remove the prepared nacho trays and place into the scullery oven for overnight storage. Take out the shelves and wipe down with a damp cloth. Clean the glass inside and out. Clean the inside of the machine, a cloth damp with sanitizer will usually pick up any debris. Clean tops of machines as well as the counter underneath the machines. Replace the shelves. CLOSING THE STAND The main concession stand and café should remain open for a minimum of 15 minutes after the start of the last performance of the day. Auxiliary stands should close at the direction of the managers depending on business. CLEANING CHECKLIST FOR CLOSING THE STAND Clean popcorn machines. Clean topping machines. Clean hot dog grills. Clean bun warmers. Clean nacho warmers. Clean and breakdown soda towers. 34

35 Clean Icee machines trays and unit. Napkins and straw dispensers should be refilled. Stock seed and oil as necessary to accommodate the next mornings opening team. Sweep and mop floor (front and back) Sweep behind refrigerators and popcorn machines Wash all utensils in three compartment sink accordance in with local approved health regulations Refill ice bins and pull ice to the front of the machine so it can continue to make ice overnight Empty garbage cans and replace liners. Clean the hand sink. Clean the three compartment sink when done using it. All counters must be clean. Condiment station must be clean. Empty Jalapenos from the cold container and place in an approved container in the refrigerator. The cold container should be washed and placed in the refrigerator. Lock everything and turn everything off (except popcorn oil warmer and Icee machines). Turn in spoilage sheet and inventory sheet before leaving. Place all leftover bags of popcorn inside of the popcorn machine. Inventory all saleable items. Empty mop bucket and hang up mop to dry. Receive shift leader or manager inspection before leaving. OPENING THE CAFE CAFE When opening the café, start all the heated items first and other items in the following order: Chili, Hot Dogs, Condiments, Ice, Cups, Straws, Forks, Knives, and Napkins. Fill the warmer with 3-4 inches deep of water. The warmer temperature should be set to 150 degrees F. Stock condiment station fully. Fill all daiquiri machines as needed. Do not wash anything other than your hands in the daiquiri had sink. The water pump filter clogs easily as well as it being a health code violation. Daily daiquiri matinee duties and closing checklists will be provided by shift leaders. 35

36 Turn on cappuccino machine. Turn on pizza ovens and prepare the pizza make-up table Place cups and lids in holders. BULK CANDY IN ADDITION TO THE ITEMS LISTED BELOW, THE KEY TO GOOD BULK CANDY SALES IS THAT THE BINS BE CLEAN AND FULL LOOKING. IF THE BINS ARE DIRTY, FILLED WITH HALF BROKEN PIECES OR LOTS OF SUGAR THEN THE EYE APPEAL DISAPPEARS AND SALES GO DOWN. BINS SHOULD BE CLEANED AND STOCKED AT LEAST WEEKLY. Bulk candy bins should be at least half full for proper presentation to guests. Be careful not to overfill bulk containers, which will cause excessive waste. At the beginning of each shift, Grove Jr. bags should be checked and restocked as needed. When rotating stock carefully transfer product from the old canister into a new canister or rotation bag. Always use gloves when transferring product. Do not transfer crumbs or sugar from old canister to new canister. Leave as much of the crumbs or sugar in the bottom of the old canister as possible. The crumbs and sugar in the old canister should be considered spoilage and promptly placed in the spoilage bin. Don t discard the sugar its weight counts as product until spoiled. Use sanitizer to wipe all product scoops. Bins and scoops should be cleaned weekly. The container and scoop are to be washed and sanitized in the 3-compartment sink in compliance with approved local health regulations. CHECKOUT PROCEDURE Place Grove bag with product on scale. Digital display will show weight and calculate cost of product accordingly. To ring up on a Titan terminal pad, press bulk candy then enter the weight. Ex: if the weight is 1.45 lbs. Enter 145. The concession pad will calculate the total price after entering the weight. All bulk candy is to be sold to guests only in approved containers. COFFEE Brew a thermos of regular and decaf coffee first. o Place a new filter in the filter drawer. o Pour one opened package of coffee into the filter. o Replace filter drawer. o Place coffee thermos without top under the filter drawer. 36

37 o Press Start button. o When coffee is finished brewing, remove thermos from under the filter drawer and replace the spout and plunger top of the thermos. Remove and discard the used filter and coffee. Repeat as necessary. o At days end, the thermos should be disassembled and washed and sanitized in the three compartment sink. CAUTION: HOT COFFEE MAY CAUSE BURNS OR DISCOMFORT. CERTAIN PARTS OF THE MACHINE MAY BECOME HOT WHILE BREWING. PLEASE BE CAREFUL. PIZZA Remove Pizza from packaging with food handling gloves Place Pizza in oven (you may cook up to 2 pizzas at a time) Select the appropriate cooking option o 01 One Cheese Pizza (cook time 2:40 min) o 07 Two Cheese Pizzas (cook time 2:40 min) o 02 One Pepperoni Pizza (cook time 2:40 min) o 08 Two Pepperoni Pizzas (cook time 2:40 min) When pizza is done, remove from the oven with spatula. Place in Box and cut accordingly. DON T FORGET!! OVEN IS VERY HOT AND CAN CAUSE BURNS OR DISCOMFORT. ALWAYS USE THE OVEN MIT WHEN WORKING IN THE OVEN. Also check the temperature inside the refrigerated base of the prep station. The thermometer should read between degrees; if it is running warmer that that, report it to a manager immediately. 37