“We craft and deliver extraordinary
entertainment experiences.”
Concessions Frontline Training (revised 3.3.09)
Concessions Frontline Training
Pg 2
Concessions
Welcome to Centerplate!
Our Concessions team is committed to
providing the highest quality food and beverage
service.
Centerplate is committed to providing you
with the tools, instruction and training to best
enable you to contribute to our success.
Lets Get Started!!
Notes: pg 3
Welcome to Centerplate and to the Concessions Department team!
As a member of our team, you play an important role in our future success.
We are committed to providing our clients with a first class food and
beverage program. Your commitment to quality and total customer satisfaction is
the key to attaining our goal of providing 100% satisfaction. To the customer or
guest, you are Centerplate.
Centerplate is committed to providing a work atmosphere that gives
you the opportunity to contribute and succeed. We want you to enjoy a career that
is both challenging and satisfying.
Concessions
Centerplate’s Service Vision
“Creating something special”
This means to create a truly memorable
experience for our clients, fans, guests and attendees
by offering high quality food, beverage and
merchandise services with a responsive, solutiondriven staff.
Our Company Motto:
“We craft and deliver extraordinary
entertainment experiences.”
Notes: pg 4
Our Concessions Team must focus on providing the best of service.
Lets first review the service vision of Centerplate:
“Creating something special.”
What does this mean?
It means creating a memorable experience for customers by offering high quality
food, beverage and merchandise services with a responsive, solution – driven staff.
We will now review the requirements of the Concessions department so we can all
achieve our Goal of providing excellent quality services in Concessions.
[TRAINER - PAUSE and READ THE COMPANY MOTTO AND DISCUSS:
1.To Craft:
produce, generate, bring into being
2.To Deliver:
cause, give, present, accomplish
3.Extraordinary:
excellence, professional, value self-confidence,
consistent
Concessions
Our Concessions training will cover
•
•
Organization of Department
Procedures
•
•
•
Duties
Customer Service
Cash Handling Requirements
Centerplate’s training will enable you to
provide Extraordinary service to
our customers!
Notes: pg 5
Our training will cover Organization of the Department, Procedures, Duties,
Cash Handling Requirements and Customer Service.
Why is this effort important?
We are in the hospitality business. Training is an investment by
Centerplate in You and our future business.
From first time guests to repeat customers, better trained staff leads to
improved customer satisfaction, increased revenue, more work available,
higher profits and renewed contracts.
You generate and sustain the all–important service relationship with our
customers – You are the Key Link to our customers’ satisfaction!
Concessions
Types of Concessions Outlets
Centerplate has several types of
concessions sales points:
•
•
•
Permanent Stands
Portable Stands
Convention Center Retail Services
•
•
Restaurants
Commissaries
•
Vendors/Hawkers
Notes: pg 6
Centerplate provides many types of concessions and retail food and beverage
services:
•
Permanent Stands
•
Portable Stands
•
Convention Center Retail Services
•
Restaurants
•
Commissaries
•
Vendors/Hawkers
Each should provide consistent high quality services. You will be assigned by
your supervisor to a particular location.
Concessions
Concessions Department Organization
•
•
•
•
•
•
•
•
•
•
•
•
•
•
General Manager
Assistant General Manager
Executive Chef
Concessions Managers
Beverage Managers
Area Supervisors
Stand Managers
Head Managers
Cashiers
Stand Attendant
Runners
Food Preparation
Commissary workers
Vendors
Notes: pg 7
Listed here is the typical structure of a concessions department. Your unit
trainer will explain the structure of your particular location’s concessions/ retail
food service outlets.
Concessions
Restaurant Organization
•
General Manager
•
•
•
Assistant General Manager
Executive Chef
Restaurant Manager
•
•
Dining Room Chef
Assistant Restaurant Manager
•
•
•
Kitchen Manager
Wait Staff
Back of the House Staff
Notes: pg 8
Listed on this slide is a typical organizational listing for a restaurant at
Centerplate. Your unit trainer will explain the structure of any restaurant at your
facility.
Concessions
Duties of Managers
Area Supervisors
Manage 3 or 4 stands and resolve issues which may arise.
Stand Managers
Manage all stand staff.
Manage stand food production.
Determine assignments.
Maintain sanitation of stand and equipment operation.
Head Cashiers
Act as the “banker” during the event/shift.
Prepare and deliver opening bank paperwork.
Pick up and deposits stand “bank”.
Distribute cash to stand “tills” or cash registers.
Make change during event/shift.
Deliver deposits during event/shift.
Prepare closing bank paperwork.
Turn in bank and paperwork at end of day.
Notes: pg 9
Your managers have the primary responsibility for: (1) keeping operations running smoothly;
(2) making personnel decisions; and (3) ensuring that our customers are satisfied. To do this, they rely on a
high level of cooperation and support from various operation and staff teams. Managers are responsible for
helping each employee do the best job possible.
Lets review the typical duties of these concessions department managers:
Area Supervisors - manage several stands and resolve issues as they arise.
Stand Managers - manage the staff, food production, equipment maintenance and sanitation in the
stands.
Head Cashiers - are responsible for all aspects of the stand cash management and reporting.
Your trainer will explain the specific duties of the managers at your location.
Concessions
Duties of Cashiers
•
•
•
•
•
•
•
•
•
•
Assist in opening of stands.
Assist in pre-event inventory.
Assist head cashier with distribution of “tills” prior to event.
Serve guests by taking orders, delivering merchandise, food
and beverage, and handling payment.
Provide excellent customer service at all times.
Act as initial contact for customers with concerns or
complaints.
Suggest additional merchandise, food and beverage items
during the sale – “up selling”.
Responsibly sell alcohol – verify IDs, assess customer for
impairment and enforce Company Alcohol Service Policy.
Assist in keeping the stand or work area neat, clean and
sanitized.
Assist stand manager or supervisor with closing procedures
after the event.
Notes: pg 10
Listed here are the duties of Cashiers.
Cashiers assist in the opening of stands such as counting pre-event inventory and
assisting the head cashier.
Cashiers directly serve our customers by taking orders, upselling, responding to
complaints, and responsibly selling alcoholic beverages. Cashiers also assist in stand
cleanliness and closing procedures.
Concessions
Shift/Event/Game Day Procedures
Follow your unit’s procedures upon arrival:
•
•
•
•
•
•
•
Employee Parking.
Arrival Time.
Checking in /Clocking in.
Work Assignments.
Employee Identification / Security Badge.
Storage of Personal Belongings.
Game day / event notes.
Show up on time, and be ready to:
“Craft and deliver extraordinary
entertainment experiences.”
Notes: pg 11
Your trainer will review with you the particulars of your units rules and
procedures regarding parking, arrival time, clock-in procedures, work
assignments, procedure to obtain employee ID badge and the storage of
personal belongings.
Concessions
Proper Uniform
•
•
•
•
•
•
•
Your trainer will explain the proper uniform for your
position.
Name Badge/Security Badge VISIBLE.
All parts required – clean, pressed and well fitted.
Approved work shoes.
Grooming:
• neat businesslike hair styles
•
superior personal hygiene
• natural hair color
• minimal make up
• minimal jewelry
• fingernail tips no longer than 1/8 inch – no nail
color
• minimal perfume/cologne.
Smile!!
Questions? Ask your supervisor or GM.
Notes: pg 12
Your appearance is vital to your successful employment at
Centerplate. You should always wear your name badge or security badge AND a
smile. You must wear the appropriate uniform for your position (which your trainer
will advise) and proper shoes. Personal hygiene and proper grooming are also
critical. Ask your supervisor or GM if you have any questions.
Concessions
Pre-Shift Meeting
Area Supervisors or Stand Managers will meet with their stand
before events to review:
•
•
•
•
•
•
•
•
Assignments
Policies and procedures
Menu changes
Opening and closing times
Alcohol Service Policy
Upcoming schedules
Issues from prior events
Game day or event notes
Ask Questions!
Notes: pg 13
At the start of your shift your Area Supervisor will meet with the staff
inside of the stand. During this meeting, policies and procedures for the event will
be announced. All important information about the event such as assignments,
alcohol service cut off time, menu changes, opening and closing times, and
upcoming schedule changes are discussed. This is a good time to bring up any
questions or comments from previous events or for the event we are preparing for.
Concessions
Opening Procedures
General Tasks
•
Turn on equipment, lights, music.
•
Clean all counters, machines, glass, displays, etc.
•
Sweep floors.
•
Empty trash, remove boxes.
•
Stock inventory.
•
Fully open stand (windows, side walls).
•
Tidy all displays.
•
Fill condiments, napkins, straw dispensers.
•
Ensure uniforms are complete.
•
Ensure menu board is accurate.
•
Set up cleaning/sanitation supplies.
•
Stock supplies of hand washing supplies and
disposable gloves.
Notes: pg 14
The opening of a concessions stand requires organization and
attention to detail. Here are several items that will assist in the opening of the
stand, and all stand employees can assist in these general opening duties.
[ pause to give employees time to review all ]
Concessions
Opening Procedures
Verify Inventory
Your Stand Manager will oversee the inventory or
counting of all chargeable products in the stand.
Verify the numbers you report to your stand
manager.
Count food items taking the longest preparation or
cooking time first, to speed up food production.
Count items in full measurement (case/box)
and then individual loose items.
Notes: pg 15
You may be asked to assist in the opening inventory of chargeable items before the
event or shift. Your manager will give you specific instructions for the procedures to
use in your unit.
Concessions
Opening Procedures
Accurately count all transfers, or additional items
delivered during the event, and report to your stand
manager.
Spoiled items are to be counted and reported to
the Stand Manager for reporting in the Spoilage column/
report.
Meal items (food/beverage consumed by employee)
must also be counted and reported.
Notes: pg 16
Keeping an accurate inventory at the beginning of an event/shift,
during the event, and after the event is critical to monitoring food costs. You can
help your Stand Manager in this important task.
Concessions
Food Production
Prepare food items according to designated stand
production sheets.
Use Stand recipes to prepare/serve food selections.
Ensure stand is stocked with all required food items per
the stand food production sheets.
Timing of food production is critical – between 50 - 75%
of food production occurs between event opening and first
intermission.
Periodically take food temperatures (every 30 minutes
or as instructed) and record in “Temperature control Log Sheet.”
Notes: pg 17
The stand manager will supervise the timely production of food for the
stand. You can assist as instructed by ensuring necessary items are in stock, the
food is timely cooked according to recipes and stand production sheets, and the
temperature of food is periodically taken and recorded.
Concessions
Food Production
Ten minutes before doors open:
•
•
•
•
•
•
•
•
•
•
prep levels of food should be finished.
fill food warmers with correct levels of prepared
foods.
fill candy trays and displays.
double check equipment operation.
fill ice towers/storage.
test soda machines.
test beer taps.
clean all surfaces.
check stand from the customer’s viewpoint and
clean all visible points.
SMILE!
Communicate to food prep the amounts of sales and food
items that need to be replenished.
Notes: pg 18
Additional tasks which you may be assigned to complete before the
stand opens are listed here – review each carefully.
Concessions
Distribution of Bank/Till
Assist head cashier as directed by depositing
cash in registers/tills before the event.
Verify cash for each POS (Point of Sale) to Head
Cashier as directed.
Ensure register is on and working properly.
Secure/lock register/till when not in use.
Notes: pg 19
Opening the concessions stand also requires the distribution of the
stand “bank” or “till” for the event or shift. The head cashier may instruct you to
verify cash for a POS (Point of Sale), ensure the register is working or related tasks.
Always lock the registers when they are not in use.
Concessions
Sales/Cashiers
Your are the ambassadors to our customers – you
have first hand contact with them and respond to their needs.
Keys to Extraordinary Customer Service.
1. Courtesy.
2. Communication.
3. Pride.
4. Competence/Knowledge.
5. Extra Effort.
6. Appearance.
Notes: pg 20
You are often the customer’s first experience with Centerplate. Make each
encounter pleasant, satisfying and memorable.
Here are Six Keys to ExtraOrdinary Customer Service:
1.
Courtesy.
2.
Communication.
3.
Pride.
4.
Competence/Knowledge.
5.
Extra Effort.
6.
Appearance.
Concessions
Key 1 Courtesy
•
Customers view courtesy as a basic part of service.
•
Courtesy is the single most important behavior a customer
expects. We demonstrate COURTESY by WHAT we say,
the TONE we use and the GESTURES & ACTIONS
WE USE.
•
Our words and actions do show how we feel.
•
FRIENDLY is key.
•
The first communication must be positive, friendly
and enthusiastic.
•
10/5 Rule: Make eye contact within 10 feet and
deliver a warm verbal greeting within 5 feet of each
customer.
•
Remember the lessons from childhood:
Always say please, thank you and yes/no
sir/ma’am.
Notes: pg 21
A smiling face, positive attitude and courteous behavior when interacting with
customers is absolutely critical to happy customers.
Courtesy is a elementary part of excellent service. Courtesy is demonstrated by a
respectful tone and enthusiastic interest in the customer and his/her needs.
One rule we must always follow is the 10/5 Rule of Greeting– greet all customers
with eye contact when the customer is 10 feet from you, and a friendly greeting
as the customer is 5 feet from you.
Concessions
Key 1 Courtesy
The “Friendly” Factor:
•
Friendly makes sales – and friendly
generates repeat business.
•
Friendly is a quality, and like all qualities, has varying
levels of competency.
•
Friendly is a degree. What’s the temperature of
friendly in your work place? Is it warm or cold where
you work?
OR
YOU CONTROL THE THERMOSTAT!!!!!
Notes: pg 22
We strive to always keep our locations at a consistently high level of service, largely
dependent upon courteous friendly actions towards customers.
All locations must exhibit Key #1 - Courtesy – to all guests, co-workers and
business partners.
Concessions
Key 2 Communication
Effective Communication requires one to:
•
•
•
•
•
•
•
•
•
Listen
Clarify
Repeat
Respect
Reflect
Reaffirm
Think before speaking
Deliver goods or information
“Thank you and hurry back”
Notes: pg 23
Communication is the verbal and nonverbal exchanges we have with customers.
Communication begins with the first smile and eye contact until the enthusiastic
“Good bye and thank you.” Communication is the vehicle for completing the
sale and obtaining our goal of excellence.
Each step listed here is critical to effective Communication:
Listen with full concentration
Clarify when necessary
Repeat if needed
Respect
Reflect-think before speaking
Reaffirm and confirm when completing the requested
task
Deliver the services, products
Enthusiastically thank the guest!
Concessions
Key 2 Communication
Communication is interacting with every customer with
enthusiasm and courtesy.
1.
Start of with always having a smile on your face!
2.
Show a sense of urgency in everything you do. When
you are moving fast and have a jump in your step, it
creates energy that the guest will notice. They will feel
that you are making them your priority over everything
else.
3.
Speak clearly and be sure the guest can hear you.
Energy comes from how you speak to the guest. If
you mumble or your voice is soft there’s no energy.
If your voice is heard and has enthusiasm, your guest
will feed off that energy.
Notes: pg 24
Communication is both verbal and nonverbal. What we say and how we act speak
volumes to our customers.
Important steps:
•
Smile.
•
Display a sense of urgency - it creates Energy.
•
Use clear and enthusiastic communication.
Example:
Will a customer feel well-serviced from a shy concessions worker who is slow to
respond and mumbles or a smiling energetic employee who quickly fills the order and clearly states the
order, and returns the change in a clear manner.
Concessions
Key 3 Pride
•
•
•
Being proud of Centerplate, the food, beverage and
merchandise, and the job you do translates to the
customer.
Customers who see and understand Pride of
ownership respond positively and want to know
about your services.
Ways to Demonstrate Pride:
•
•
•
•
•
Clean Station/Work Area
Complete Approved Uniform
Express Interest
Suggest Options
Highlight new menu items
Notes: pg 25
Pride in one’s job and Company enables the customers to see the excellent service
you are providing.
A clean work station, snappy uniform and delicious food are tangible illustrations of
Pride in our business.
Suggesting a new menu item tells the customer you are Proud of the food/service
we offer.
Explaining how the food is prepared shows Pride in your job and Company.
Concessions
Key 4 Knowledge/Competence
KNOWLEDGE – Employees must know about
•
•
•
•
•
•
•
Facility Layout
Vendor location
Rest Rooms
Products
Safety/First Aid
Security
Management
COMPETENCE – Employees must demonstrate
•
•
•
•
Efficiency
Problem Resolution
Thoroughness and Attention to Detail
Excellence in Service
Notes: pg 26
Key 4 KNOWLEDGE/COMPETENCE
Knowledge – all employees must know detailed information about the food,
beverage and other services we provide, and must know the listed details about the
facility at which one works.
Learning as much as we can about our own jobs, the functions of other departments
and the total organization helps our knowledge and ability to provide great service.
People who enjoy what they are doing, usually do it well. Before a person can really
enjoy the job, he or she must be Competent in his or her abilities to do every aspect
of the job correctly. The efficiency and thoroughness we display in doing our job
shows to others our high level of competence.
Concessions
Key 5 Extra Effort- the “WOW” Factor
•
We can best serve our guests by going above and beyond in
each encounter.
•
•
EXTRA-EFFORT leaves the BEST of impressions.
•
•
The extra-effort we extend to customers is the part of
EXTRAordinary service that keeps customers coming back.
WOW! Is surprising our guests and exceeds expectations.
WOW! Is doing what others can’t (or won’t).
WOW! is what you do for others in an exceptional way.
WOW! is the ticket to success. Your ticket!
Notes: pg 27
WHY BE ORDINARY WHEN YOU CAN BE EXTRAORDINARY?
SERVICE IS A FEELING – You know what it is when you get it – so give back the
same thing – and more. The simple secret is – don’t give any feeling to others
you wouldn’t want to feel. You know when you’re doing a great job, you can feel
it. You also know when you you’re doing your BEST. We want to impress our
customers with service that goes beyond what’s normally expected. We want to
WOW them!!
EXTRA Effort:
•
Helping a customer with his/her selections.
•
Calling for assistance for a handicapped guest.
•
Explaining new menu items with enthusiasm.
•
Keeping your eyes and ears open, and stepping up when extra help is needed.
Concessions
Key 6 Appearance
•
First impressions are KEY
•
Upright Posture
•
Excellent Grooming/Hygiene
•
Complete Uniform with Name Badge
•
SMILE!
Notes: pg 28
First impressions are extremely important. It tells the customer how we feel about
our job and ourselves. Customers notice the care we use in our personal
appearance.
In addition, the passion we display in doing our job and the approaches we use
when we address customers is key.
We seldom get a second chance to make a first impression.
Concessions
EXTRAordinary Service
We hired you because you are a friendly individual that
can live up to our customer service standards and will
make a difference in our Customer’s day.
Are you ready to go the EXTRA mile?
E
X
T
R
A
EVERY CUSTOMER IS GREETED
CROSS PATHS WITH THE CUSTOMER
TAKE THE TIME
REMEMBER TO SUGGEST
ALWAYS THANK YOUR CUSTOMER
Notes: pg 29
Now lets shift gears and really focus on what EXTRAordinary Service really means!
EXTRAordinary Service is our Goal with each customer, so that we “Create
Something Special” for each customer. This program emphasizes creating
memories by being as friendly and proactive as we can, as well as performing
our jobs with professionalism and passion.
EXTRA is an acronym for the service skills that you should perform every time you
come in contact with a customer, using the Six Keys of Service we just
reviewed:
E EVERY CUSTOMER IS GREETED
X CROSS PATHS WITH THE CUSTOMER
T TAKE THE TIME
R REMEMBER TO SUGGEST
A ALWAYS THANK YOUR CUSTOMER
Concessions
Every Customer is Greeted
10/5 Greeting Rule: Make eye contact within 10 feet of guest and
offer a verbal greeting within 5 feet of guest.
•
Conversation Greet – “Good morning, how’s the weather looking out there
today?”
•
“Hello! What did you like most about your day?
•
“Afternoon! Are you having a great day?”
•
Complimentary Greet – a complimentary greet make the customer feel good!
•
“Hello! I really like that sweater you’re wearing!”
•
“Hi! You have such a cute baby!”
•
Food Service Greet – here are some suggestions:
•
“Good Morning, are you attending a private event today?”
•
“Hello, what is the name of your event? Can I help you find your seat
or meeting room.”
•
“You look cold, would you like to warm up with our soup of the day or a
cup of hot chocolate?”
•
“Hello, it’s sure a hot day out today. Would you like to cool down with
some of our great ice cream?”
Notes: pg 30
There are several ways to greet your customers. Here are some simple examples
of different types of greetings that you may use when you come in contact with
your customers.
Always use the 10/5 Rule:
MAKE EYE CONTACT WITH CUSTOMERS AS YOU DRAW WITHIN 10 FEET OF
THE GUEST AND EXTEND A WARM GREETING TO THE GUEST WITHIN 5
FEET OF INTERACTING WITH THE GUEST.
[Give audience time to read all of screen]
[Pause and Ask audience to give examples of each type of greet]
Concessions
X-Crossing Paths With Customers
•
To determine their needs
•
To demonstrate your enthusiasm and positive
energy
•
To create an exciting memorable experience
•
To approach guests in a uncomplicated fashion –
by being courteous friendly and
with LOTS OF ENERGY!
Notes: pg 31
Crossing paths with our customers is a very important step in providing
EXTRAordinary service through effective communicating. Crossing paths is
approaching each customer and determining their needs. When approaching
each customer, we want to show enthusiasm and energy to create an exciting
experience.
It’s your job to ensure that everyone that you are in contact with sees in your face
and body language that you are happy to help them. Remember that we want to
make our customer’s visit special and memorable.
For example, if you see customer taking a family picture without one of the family
members in it because they are taking the picture, stop what you’re doing and
offer to take the picture for them. After taking their picture, be sure to suggest to
them to visit one of our food stands for a cold/warm drink and to visit the gift
store for some great items to remember their day.
Concessions
Take the Time
•
LISTEN to Customers
•
Be PATIENT
•
LISTEN around you
•
WATCH for clues of customer needs
•
TAKE ACTION to help the customer
•
BE EMPATHETHIC to the needs of customers
•
SHOW YOU CARE
Notes: pg 32
Now that you’re greeted, crossed paths by approaching and inquired what your customer needs, you
now “Take The Time” and listen to the customer. Listening to customers seems to be a lost art
these days. We all say that we listen to the customer, and that we always try to give them what
they need. The problem is we often assume that we know what they need better than they do. It
has to do with being focused on what we’re trying to sell rather than what the customer is trying
to order.
When you inquire what the customer’s needs are, you need to listen to their responses. TAKE THE
TIME TO LISTEN! What do they want?
LISTEN AROUND YOU – When you’re working, always be aware of all customers that are around
you. Keep your ears open to what they are saying. By listening, it will cue you in on what your
next move will be.
Be understanding and patient and take the time to listen.
Be empathetic with the situations of others. Take action that shows you care.
Concessions
Remember to Suggest
•
•
•
•
•
•
Suggest items while the customers are looking at the menu
Show them the special of the day
Suggest more items or new additions to the menu
Deliver a memory
Demonstrate the variety of our menu
Educate regarding products
ADD ON THROUGHOUT THEIR VISIT
1. When a customer orders a sandwich, you should ask the
customer if they would like to add some French fries or onion rings
with their sandwich… or potato chips.
2. When a customer asks for a baked pretzel, you should suggest
warm cheese to go with the pretzel.
3. If a customer asks for a salad, suggest a bowl of soup to go with
the salad.
4. If a customer asks for nachos and cheese, suggest chili to go
along with the cheese.
Notes: pg 33
By now you’ve greeted your customer, you’ve crossed paths and approached, and
you’ve taken the time and listened to their needs.
You now need to take action and provide your customer with what they have
requested or ordered. But as you take the order, REMEMBER TO SUGGEST
additional items to compliment the order:
•
specials
•
new additions
•
dessert
•
drinks
•
souvenirs.
Concessions
Always Thank Your Customers
Thank your customers and be sincere. This is the last impression
they will have of us and our client. BE SINCERE!!
“Thank you”
“Thank you, have a great day!”
“Thanks for coming in early!”
“Thanks for supporting the team today!”
“I hope you had fun today, thank you!”
“Enjoy your meal, thank you!”
Make a Difference.
Think how you can change
ordinary into EXTRAordinary.
Notes: pg 34
EXTRAordinary! To separate yourself from the competition and everyone else, you
must take EXTRAordinary actions. Have creative new ideas. Do things
(professionally) no one else would do.
Manners! Think back to when your mother screamed at you about how to act
civilized, and do it. Manners are noticed either by their presence or their
absence.
Thanking a customer is just one example of courtesy that exemplifies extraordinary
customer service. There are several ways to enthusiastically thank a customer
– be sincere! Here are some examples.
Be sincere, smile and thank EVERY guest!!
Concessions
Handling Customer Complaints
1. Greet, Introduce and Show Concern
Say “Hello,” “Welcome,” “Good Afternoon,” “Enjoy the Game.” Identify
yourself by name and state your position. Stop what you are doing and pay
immediate attention to the customer. State that you recognize the situation
and them. If possible, find a quiet, private place to discuss the situation with
the customer.
2. Listen with Empathy and Apologize
Accept responsibility. Do not ever pass it off by saying, “That’s not my
department.” LISTEN carefully to the customers complaint. Allow the
customer the opportunity to tell the whole situation or and do not interrupt. In
either case, SHOW EMPATHY and APOLOGIZE for their inconvenience.
•
Refer
If you are uncertain who should handle the problem, FIND OUT
before referring the customer. Nothing will fire up a customer’s
anger more quickly than to be referred to someone else who can
not help them either.
Notes: pg 35
Now, lets turn to the proper way to handle a complaint from a customer.
When a customer has a complaint, you are challenged to use all of your training to
keep the customer satisfied. You must show concern, listen with empathy and
apologize. It may be the 10th time you have heard the same complaint, but it is
the first time for the customer in his/her eyes. If uncertain, refer the issue to a
manager promptly.
Here are several steps to handling complaints in a friendly effective manner.
Greet your customer as always. Eye contact is very important. Try to discuss their
concern away from other customers. LISTEN carefully, apologize and suggest
action. Only refer them to another person if you are POSITIVE the person can
help them!
[TRAINER-review each point of the slide and suggested steps at this time
very carefully]
Concessions
Handling Customer Complaints
3. Gain Additional Information & Confirm
If you are going to handle the situation, you may need to obtain more specific
information. Questions beginning with Who, What, Where, When and How
can I rectify the problem. They will encourage a discussion of the problem.
It will also take the customer into a rational discussion. Continue to TAKE
NOTES. CONFIRM the customers concern by restating your understanding
of the situation to the customer. Ask for a confirmation.
4. Take Action & Check for Satisfaction
Tell the customer what you feel can be done to resolve the problem. Act
quickly and if possible, do something visible in front of the customer. This
might simply be picking up the phone and writing something down. A visual
confirmation that you take the problem seriously and are setting the wheels
in motion, will reassure the customer.
•
Once you have developed solutions to the problem, ask the
customer if that will satisfy the concern. You may also ask if they
agree with your actions. If you have several alternative solutions,
allow the customer to make a choice.
Notes: pg 36
Gain as much information as possible and suggest a resolution. Take action so the
customer understands you ARE ON IT!! Confirm that the Customer is satisfied
with your resolution. If possible, give options to the customers, so he/she can
decide.
For example: the cheese nachos were stale (in the customers
opinion).
Solution: Offer the customer his/her choice of one of several items
from the menu, plus a complimentary beverage (with your supervisor’s
approval).
Let the Customer know “We can do that!” or “We can take care of your concern!”
[TRAINER-review each point of the slide and suggested steps at this time
very carefully]
Concessions
Sales – Tips to Keep the Lines Moving
1.
Pre-ice soda, drink cups as lines form.
2.
Continuously re-stock food items.
3.
Have back-up products ready for Stand Attendant.
4.
Open all Points of Sales.
5.
Put most experienced cashiers on the front line.
6.
Take the order and repeat it to Guest.
7.
Suggest additional items from the menu.
8.
Monitor time of sales interaction.
9.
SMILE!
10.
Deliver food and beverage items promptly.
11.
Take payment and deliver change clearly and concisely.
12.
Continuously clean the stand.
13.
Give EXTRA EFFORT!
Notes: pg 37
Your stand will best serve a customer by efficient timely responses to a
customer's order.
Here are tips to keep the line moving, and get the guests back to the game,
show or meeting.
Concessions
Sales of Alcohol
The Responsible Sale of Alcohol (RAS) is a
critical obligation of every concessions employee
who serves alcohol.
You will receive separate training designed to
instruct you on the steps of Responsible Alcohol
Service. You may also receive training under the
TIPS or TEAM programs.
Notes: pg 38
We have an obligation to be responsible as we sell alcohol to our customers.
Centerplate is committed to Responsible Alcohol Sales (RAS) and has prepared
a separate training session to cover this important topic.
You may also attend TIPS or TEAM training on alcohol service.
Concessions
Money Handling
Payment Methods - cash, credit cards and US travelers
checks - NO personal checks!
Cash
- check for watermarks on larger bills
(greater than $20.00).
- ask for your manager if there are questions.
- set questionable bills to an empty slot in the till
so they don’t get mixed up.
Credit Cards
- all major credit cards accepted.
- your manager will explain the procedures for
your location.
- check the name and expiration date.
- verify credit card with picture ID (drivers license).
- verify signature on back of card with drivers
license.
Notes: pg 39
Centerplate accepts cash, credit cards and US travelers checks at
most units.
No personal checks are accepted. Your trainer will explain the
procedures for operating the particular registers, Quest or tills at your unit/stand,
and how to process credit cards at your location.
Here are some general money handling guidelines.
[pause to review]
Concessions
Money Handling
US Travelers Checks
-
confirm it is a US travelers check and NOT
Canadian (for US venues); otherwise a manager
must perform an exchange calculation.
watch the customer sign the check.
verify name and signature with valid picture ID.
Personal Checks – not accepted.
Do not hesitate to ask questions if you are unsure regarding
any aspect of payment methods.
Notes: pg 40
If you are presented with a US Travelers check, follow the procedures
at your location as explained by your trainer. Inspect the check for authenticity.
Watch the customer sign his/her signature. Verify name and signature with a valid
picture ID.
Concessions
Money Handling-CASHIER
•
A positive attitude is KEY.
•
“10/5 Rule:” Greet each customer as he/she is 5 feet from you
with a warm smile and greeting, even if you are assisting another
customer.
•
Assist customers in their selections.
•
Notify customers to “specials” or new menu items.
•
Verify the correct price rings up on each item.
•
Upsell – suggest other items.
•
Thank You!
Notes: pg 41
Our cashiers have a great deal of interaction with our customers. Use
that time to give Extraordinary customer service to each guest.
Greet the Customer with friendly eye contact as they are 10 feet from
you, and greet each guest with a robust Hello! as they are 5 feet from you.
Make sure you communicate all specials or new menu items, upsell
and THANK the guest.
Concessions
Money Handling-CASHIER
•
Repeat the order to the customer.
•
Clearly tell the customer the total amount of the sale.
•
Place cash (amount tendered) from guest on the ledge or
across drawer of the till while making change, clearly stating the
amount of the sale and the amount of change:
“That will be $45.75 today. Out of $50, your change is $4.25.”
(count out each bill of change and the coins).
•
Place cash in the drawer immediately and CLOSE the drawer.
•
Hand the receipt to the Customer after closing the drawer (if
applicable).
•
Give customer his/her order and THANK THE CUSTOMER.
•
Tip jars can be used only with management permission and can
never be placed on the front counter.
Notes: pg 42
An efficient sales transaction is key to speed of service and excellent
customer service. Repeat the order; tell the cash amount of the order, collect
payment. Next, place the amount tendered on the till ledge and verbally count out
the change to the customer. Double check that the amount of change is correct.
Place the bills in the till and close the till. Hand the receipt, food and beverage to
the customer, smile and say “THANK YOU!”
Tip jars can only be used with management permission. Tip jars can
never be placed on the front counter. Your trainer will explain the rules of your
facility about tip jars at this time. [ TRAINER--EXPLAIN TIP RULES AND TIP JAR
RULES AT YOUR LOCATION]
Concessions
Money Handling-CASHIER
•
Leaving the amount tendered on the till ledge or top of drawer
verifies the denomination given you, if any questions arise.
•
Never turn your back on an open till.
•
Periodically inform your manager of your need to make a cash
drop to reduce the amount of money in your till.
•
Never share money between tills. Your manager will provide
you with change as needed.
•
Keep your till orderly with like bills stacked up.
•
If a customer leaves their change, inform your Manager and set
it aside. It is NOT a tip.
Notes: pg 43
Cashiers are responsible for protecting the cash in their control during
the event. Protect your till or register and its contents by keeping the drawer closed
when not making a sale, do not turn your back on an open register, and do not
make change or share money between tills.
Concessions
Cash Handling Do’s & Don’ts
•
Monies should be immediately placed in the cashiers cash
drawer or box and locked upon entering the work station.
•
cashiers are to ring up all sales individually on the register as
the sale is made.
•
No bill larger than a $5.00 is to be put into the register before
change is counted back to the customer.
•
All change (coins and bills) is to be counted twice, once as the
change is pulled from the drawer, and again out-loud, as it is
handed back to the customer.
•
The cashiers responsible for the register is the only one
permitted to place cash in or remove cash from the register
drawer. Cashiers are to lock the cash drawer at all times when
they are away from the register.
•
The cash drawer must be closed after each transaction.
Notes: pg 44
Additional tips for cashiers include:
•
ring up sales individually
•
conclude the sale promptly and close the drawer.
•
change should be counted twice to confirm accuracy.
•
only the cashier assigned to the drawer (and the head cashier) can
have access to the register.
•
close the register after each sale.
Concessions
Cash Handling Do’s & Don’ts
•
Cashiers are not to accept personal checks or payroll checks.
Cashiers are only to accept credit cards as instructed by their
supervisor or manager.
•
Cashier must treat errors very seriously! If the error can not
be corrected on the register, the cashier must notify his/her
supervisor immediately. The error must be documented in writing
and turned over to the supervisor, to be attached to closing
paperwork.
•
Cashier must notify their supervisor immediately if there is a
malfunction of the register or any mis-pricing of items.
•
Cashiers, like all employees, must never have bags, purses or
other personal belongings at their work station.
•
To help counting monies at the end of the event, place all bills
in to the drawer face up and in one direction, and separated by
denomination.
Notes: pg 45
Additional pointer/rules:
•
No personal or payroll checks are acceptable.
•
Follow your location’s rules regarding credit cards.
•
All errors or register malfunctions must be reported promptly to the
stand managers.
•
No personal bags or purses allowed in the stand.
•
Keep all bills of like denominations together and facing in the same
direction in the register.
Concessions
Our Customers Deserve Service that Reflects
R
E
S
P
E
C
T
Respect
Energy/enthusiasm
Smile/Positive attitude
Passion
Exceed expectations
Communication
Teamwork
Notes: pg 46
When we serve our customers with clear communication, and friendly, enthusiastic
actions, showing passion for our work and a positive attitude, we are providing
Extraordinary Customer Service!
Our actions must show Respect to our customers and exceed our customers’
expectations.
Of course, Teamwork is a Key to Extraordinary Customer Service.
Concessions
Conduct on the Job
• You may not take personal backpacks
or bags to the stand. Lockers are available,
or leave them in your car.
•
You should not carry more than $10.00
of personal money to the stand. Tell your
manager if you have more than $ 10.00 with
you in the stand.
• In cold weather if outside, jackets and
warm clothes may be worn under your
uniform. Your manager will explain the
process for jackets and headgear.
• No cell phones, MP3 players, IPODS or
personal electronic devices may be taken to
the stands.
Notes: pg 47
You are expected to follow all rules of conduct at your location. Here
are a few to remember:
•No personal back packs or bags in the stands.
•Don’t take more than $10.00 of your money to the stand.
•Cold weather and working outside? Your trainer will explain rules for
layering under the uniform.
•No cell phones, PDAs, MP3 player or other portable electronic
devices are allowed in the stands.
Concessions
Conduct on the Job
Searches
• Subject to local and state law, management may conduct
unannounced searches of facilities to enforce its Drug and
Free Workplace and/or other policies.
• Facilities include: all buildings and structures, stands,
kiosks, desks and storage cabinets, locker rooms and
lockers, vehicles parked on Company property, and personal
property of Centerplate employees, visitors, or contractors
while on Company property.
• When there is cause to believe an employee is violating
criminal statutes, appropriate law enforcement agencies will
be notified.
Notes: pg 48
Centerplate has the right to conduct unannounced searches of the
facilities its manages and operates, and all property on the grounds, including
employee’s bags, lockers, vehicles and other employee property.
Concessions
Conduct on the Job
• You may not go into the stadium or
viewing areas and watch the game during
breaks – this will lead to termination.
• Do not ask players, celebrities or others
for autographs.
• Do not SIT in your stand, unless a
manager approves.
• Keep your stand counters, floors and
work area clean.
• Use cleaning chemicals only for the
purpose intended.
• Remember your safety training!!!
Notes: pg 49
While working concessions, remember these rules:
•You are NOT a spectator – you cannot go to an area to watch the
event and cannot roam/visit the trade floor.
•Do not ask for autographs.
•Do not SIT in the stand.
•Keep your stand CLEAN at all times.
•Remember to conduct your job with SAFETY a PRIORITY.
Concessions
Conduct on the Job
• Centerplate does NOT utilize progressive discipline and may
in its discretion proceed immediately to termination at any time,
subject to CBAs or employment contracts.
• Examples of prohibited conduct that may lead to
termination in the Company’s discretion:
•
Falsifying employment application, timesheets, personnel
records or other Company documents or records.
•
Engaging in unauthorized use of Company material,
time, equipment or property.
•
Damaging or destroying Company property due to
careless or willful acts.
•
Carrying weapons or explosives, or violating criminal
laws on Company premises, or engaging in gambling
on Company premises.
•
Behaving in a manner that may endanger the well
being of another person.
Notes: pg 50
We expect you to conduct yourselves as professionals at all times, displaying only
the best of behavior. Centerplate does not use “progressive discipline” – it does not
have to give warnings before terminating employees, unless a union contract
provides otherwise. If you violate our policies, rules or expectations, you can be
fired immediately at any time for cause or without cause, unless a union collective
bargaining agreement (CBA) provides otherwise.
It is imperative that you read each listed sample of unacceptable conduct on the
slide, and do not engage in the listed examples of prohibited conduct. [Give time to
read this slide].
Concessions
Prohibited Conduct
•
Engaging in acts of dishonesty, fraud, theft or
sabotage.
•
Using threatening, intimidating or coercing behavior.
•
Engaging in the unauthorized possession, use,
manufacture, distribution, dispensation, purchase or
sale of a controlled substance or alcohol on
Company property, in Company vehicles or while
engaged in Company activities.
•
Refusing to leave Centerplate or client property, or
failing to do so in an orderly manner, if suspended
or requested to leave.
•
Using harassing, abusive, sexist, racist, vulgar or
ethnically offensive language.
•
Interfering with the performance of another
employee.
•
Being insubordinate or refusing to comply with
reasonable assigned duties.
Notes: pg 51
These examples of prohibited conduct are also grounds for discipline or termination
in the Company’s discretion, and are listed in your handbook. Please ask your
manager or trainer if you have any questions.
Concessions
Prohibited Conduct
•
Leaving assigned work area or Centerplate
premises during working hours without authorization
of your supervisor or the General Manager.
•
Violating Centerplate policies prohibiting any form of
discrimination, harassment or retaliation.
Employees may be terminated in the discretion of
the Company at any time for any reason, or for
violation of any Company policies, practices or
standards of conduct, subject to a CBA
providing otherwise. Other company policies
are located in the Guide to Business Conduct
and Handbook.
Notes: pg 52
Once again, at-will employment means you can quit, and likewise
Centerplate can terminate your employment, at any time with or without notice and
for any or no reason, unless there is a Collective Bargaining Agreement or contract
that states otherwise.
Concessions
Good Hygiene
Wash your hands:
•
When you begin work.
•
After you have used the restroom.
•
After coughing, sneezing, scratching, touching
hair.
•
After a break (smoke, eat, drink).
•
After handling potentially hazardous foods.
•
After cleaning or taking out the garbage.
Notes: pg 53
Good hygiene and sanitation are critical to working in concessions.
Washing of Hands must occur often and at each point listed on this slide.
Concessions
Handwashing Requirements
•
Turn on warm/hot water and wet hands.
•
Apply soap to hands and scrub over tops and palms
of hands, between fingers and fingernails.
•
Scrub hands for at least 20 seconds. ABC’s
•
Rinse hands thoroughly under running water.
•
Dry hands with single use paper towel.
•
Turn faucet off with the paper towel.
ABCD
♫
Notes: pg 54
Hand Washing must be performed in accordance with these steps--do
not skip any step.
[ pause to review ]
Concessions
The Proper Use of Gloves
Never use gloves in place of hand washing!
•
Wash hands thoroughly
•
Before putting on gloves
•
When changing into fresh gloves
•
Wear gloves
•
When handling ready-to-eat foods
(salads, deli-meats, pickles, etc.)
•
Over bandages on hands and forearms
•
When handling raw meats, such as ground beef
•
Change gloves
•
When punctured or torn
•
Before beginning a new task
•
Every hour during continual use
Notes: pg 55
Concession employees who handle ready to eat food or raw meats, or
who have bandages on their hands, must wear gloves.
Gloves should be changed if soiled, punctured or torn, before
beginning a new task, or during every hour of continued use.
Concessions
Meals/Breaks
• Your manager will explain the process for
meals/breaks.
• Some locations provide meal tickets or allow
the purchase of “stadium dollars” at a discount for
food.
• Your manager will explain when you may
take your meal/break (ie, not at half-time or
intermission) and where you may take your meal
or break.
• ABSOLUTELY NO DRINKING of alcoholic
beverages is allowed while working or on
company property, unless an admission ticket is
purchased and you are off duty.
Notes: pg 56
Your trainer will explain the rules at your location for taking a meal
break, including payment, where to eat, clocking out and NO ALCOHOL!
ABSOLUTELY NO DRINKING of alcoholic beverages is allowed
while working or on company property, unless an admission ticket is purchased and
you are off duty and out of uniform.
Concessions
Closing Procedures
•
Spoilage - assist stand manager with collection and recording of
spoiled items. NO FOOD MAY LEAVE A STAND OR
CONCESSION AREA OTHER THAN AS A SALE,
MEAL or SPOILAGE.
•
Closing inventory - assist in counting of all stand chargeable
items.
•
Bank - assist Head Cashier in end of day duties as requested.
•
Sanitation - clean stand, equipment, floors, displays, condiment
area, utensils, pots, pans, etc.
•
Sweep.
•
Mop floors.
•
Drain and Sanitize sinks, buckets.
•
Take out all trash.
Notes: pg 57
You will be assigned certain duties associated with closing the stand,
which may include:
collection and recording spoilage,
assisting head cashier with bank duties, and
cleaning the stand.
Concessions
Closing Procedures
•
Equipment - turn off, inspect, sanitize.
•
Shut down stand - turn off equipment, cash registers,
music and lights.
lock registers, and
close up and lock stand.
•
Depart Stand - only when approval given by stand
manager.
Notes: pg 58
Other closing duties you may be assigned are equipment sanitation
and shut down, closing up the stand, and other tasks as requested.
You cannot leave the stand until your stand manager gives you
permission to leave.
Concessions
Checking Out
Follow your location’s procedures for checking out, which will
include:
•
Clocking out.
•
•
•
Turning in loaned uniforms/jackets.
Gathering personal belongings.
Turn in any paper work you are in charge of.
•
•
Turn in your badge (if required).
Check your schedule for the next event!
Arrive Home Safely!
Notes: pg 59
Make sure you follow the end-of-day procedures for your location,
including:
Clocking out.
Turning in Uniforms.
Gathering personal belongings.
Turning in any paperwork.
Turning in your security badge (if required).
Checking your schedule.
Concessions
Vendors
Your Manager will explain the procedures for you to sell or
“hawk” food or beverage items during the event:
•
•
•
•
•
•
•
•
•
•
Arrival Time
Check – in Procedure
Uniform/Name Badge
Assignments
Proper Selling Techniques or “Calls”
Money Handling Procedures
Money Reconciliation
Inventory Reconciliation
Closing Paperwork
Check Out Procedure
Notes: pg 60
Vendors who sell concessions remotely from the stands will receive
direction from the Concessions manager on the particular rules of the location
regarding:
•Arrival Time
•Check – in Procedure
•Uniform/Name Badge
•Assignments
•Proper Selling Techniques or “Calls”
•Money Handling Procedures
•Money Reconciliation
•Inventory Reconciliation
•Closing Paperwork
•Check Out Procedure
Concessions
“We craft and deliver extraordinary
entertainment experiences.”
Providing first quality food and beverage services to our
guests helps to create memorable experiences for our customers
at our venues.
Make sure your efforts contribute to our customers positive
experience with your Extraordinary customer service.
Your job is to help each of us at Centerplate make the event
an extraordinary experience, so that the customer returns to our
locations again and again!
Notes: pg 61
Your efforts in the Concessions department are vital to the success of
Centerplate.
Doing you BEST at work, according to the rules and guidelines we
have discussed here and in other training, will assist all of us in reaching our GOAL
to “ Create Something Special ” for our guests.
[TRAINER – EMPHASIZE THE COMPANY MOTTO AGAIN:
“We craft and deliver extraordinary entertainment experiences.”]
Concessions
Quiz Time
1
1.
4.
b. Kiosks.
d. Vendors.
Head cashiers serve as “the banker” during the event/shift, delivering
opening cash tills, making change, preparing paperwork and turning in
the cash till at the end of the event.
True _____
3.
Date: _____________________________
Centerplate sells concessions at: ____ (insert letter)
a. Permanent stands.
c. Portable Stands.
e. All of the above.
2.
Name: ____________________________
False _____
(check one)
A visible security/identification badge is part of a complete Centerplate
uniform.
True _____
False _____
(check one)
During the pre-shift meeting, the area supervisor or stand manager will
review various topics with you, such as: ____ (insert letter)
a. Assignments, menu changes and alcohol service times.
b. Weather forecast and team statistics.
c. Goals for next month’s event.
5.
Opening tasks include taking inventory, cleaning the stand, filling
condiment displays and checking the overall presentation of the stand.
True _____
False _____
(check one)
Notes: pg 62
This is a short quiz for you to complete and sign. It will help us gauge your retention
and understanding. We will review these principles again in future staff
meetings.
Concessions
6.
Correct inventory practices including counting all boxes of product
under the tables and displays, but not counting loose items in the
stand. True _____
False _____
(check one)
7.
Inventory counts must include: ____ (insert letter).
a. full boxes.
c. employee meals.
e. all of the above.
8.
Food must be prepared according to designated stand production
sheets.
True _____
9.
b. spoilage.
d. transfers.
False _____
(check one)
The “10/5 Rule” of greeting guests requires you to greet the guest 5
times within ten minutes of interaction.
True _____
False _____
(check one)
10. Excellent customer service requires you to demonstrate the
following characteristics ____ (insert letter)
a. Courtesy.
c. Communication.
e. All of the above.
Notes: pg 63
b. Pride.
d. Extra Effort.
Concessions
11. “Take the time” means you must watch how long it takes to serve a
guest, and ensure it is 60 seconds or less.
True _____
False _____
(check one)
12. When a customer complains, you should push him to your manager
and ignore his concerns, because that’s what managers are paid for.
True _____
False _____
(check one)
13. Centerplate accepts cash, credit cards and US travelers checks as
False _____
(check one)
payment for goods. True _____
14. You can ask your favorite player, celebrity or guest to autograph your
cap or apron. True _____
False _____
(check one)
15. Gloves must be worn by employees: ____ (insert letter)
a. when handling ready to eat food.
b. when counting boxes of candy.
c. when making change for purchases.
By signing below you are saying that you understand our concessions
standards and will provide EXTRAordinary Service to every concessions
guest.
Signature:_____________________________ Date: _______________
Notes: pg 64
“We craft and deliver extraordinary
entertainment experiences.”
Concessions Frontline Training End page 65