Somerset
Patriots
Non-Profit & Civic Group Guidelines
TABLE OF CONTENTS
INTRODUCTION / OVERVIEW PAGE 2 BUSINESS OFFICE INFORMATION PAGE 3
GENERAL INFORMATION
VOLUNTEER GROUP REQUIREMENTS PAGE 4 HOW MUCH TIME-ORIENTATION-TRAINING PAGE 5 INSURANCE PAGE 7 GUEST RELATIONS PAGE 7 AGE REQUIREMENTS PAGE 8 ACCOUNTABILITY PAGE 8 COMMISSIONS-CHECKS-MINIMUMS PAGE 9 BONUS PROGRAM PAGE 9 EVENT DAY PARKING PAGE 11 PERSONAL PROPERTY PAGE 11 TELEPHONE USAGE PAGE 11 GROUP MASTER LIST PAGE 11 UNIFORMS PAGE 12 PERSONAL HYGIENE PAGE 12 PERSONAL CONDUCT PAGE 12 DRUG & ALCOHOL PAGE 12 EMERGENCIES PAGE 12 RULES & REGULATONS PAGE 13 PROHIBITED CONDUCT PAGE 14 EVENT DAY CHECK-IN PAGE 16 MANAGER RESPONSIBILITY PAGE 17 ASSISTANT MANAGER RESPONSIBILITY PAGE 18 MEALS PAGE 19 PORTABLES PAGE 19 ALCOHOL AWARENESS PAGE 20 FOOD HANDLING PAGE 21 STAND SANITATION PAGE 22 SAFETY PAGE 23 COMPLIANCE PAGE 23 BONUS AWARDS PAGE 23 PARKING DIAGRAM PAGE 24 STAND SHEET - EXAMPLE PAGE 25 EAT SHEET - EXAMPLE PAGE 26 DROP ENVELOPES - EXAMPLE PAGE 27 MEAL VOUCHERS – EXAMPLE PAGE 28 DIAMOND DOLLARS – EXAMPLE PAGE 29 STADIUM DIAGRAM PAGE 30
CENTERPLATE TD BANK BALLPARK Overview This section describes basics regarding our program
WELCOME! We here at Centerplate are proud and honored to have you as a part of our 2011 team.
Since 1973, Centerplate has been serving professional & collegiate sports facilities, convention & civic centers, indoor arenas, outdoor amphitheaters, theme parks and a variety of other entertainment, sports and meeting venues. Centerplate serves several Major League Baseball teams and continues to lead as the largest provider of foodservice to NFL stadiums and Minor League Baseball parks. In addition, it is among the leading providers to major convention centers, boasting some 140 accounts. In the New Jersey area, Centerplate operates Prudential Center, Staten Island Yankees, Jacob Javits Center, Bridgeport Arena, Bridgeport Bluefish, Long Island
Ducks and Camden Riversharks. This fundraising program is structured around our concessions department. We contract with non- profit groups to staff and operate concessions stands during Somerset Patriots games and other special events. We provide all of the Training and materials your group will need to begin your fundraising campaign. All you need are people, smiles and dedication. There will be no upfront expenses.
If you are reading this, the most important questions you likely will have are how much will our group raise, what will our hours be, and what will we be doing? The guidelines you are being provided will answer those questions. It will describe the program so you can make an informed decision about whether or not this program is for your organization and sets forth the rules you must follow.
Centerplate is proud of its long-standing history of partnerships with Non-Profit & Charitable organizations. Throughout the nation volunteer groups are given the opportunity to raise funds by helping to staff the numerous foodservice venues at Centerplate accounts. This “win-win” program helped to raise over $105,000.00 in 2010 for local charities in Somerset, Middlesex, Hunterdon, Union, Mercer, and Bergen counties.
Please follow the guidelines provided to you in these Guidelines to ensure that our fans and guests receive the excellent service they deserve.
Together we can make your fundraising efforts a total success!
Respectfully,
Michael McDermott General Manager Centerplate at TD Bank Ballpark Somerset Patriots
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ADDRESS:
CENTERPLATE ONE PATRIOTS PARK BRIDGEWATER, NJ 08807
TELEPHONE NUMBERS:
Main Switchboard (908) 252-0700 Michael McDermott General Manager (908) 255-1428 Stanley Wilkins Assistant General Manager (908) 255-1427 Tiffany Vallone Non-Profit Coordinator (908) 252-0700 ext 407 Fax Number (908) 255-1754
OFFICE HOURS:
9:00 AM – 5:00 PM Monday – Friday During Season Extended Hours on Event Days
GENERAL INFORMATION
3 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc VOLUNTEER GROUP REQUIREMENTS
Before your group can begin to volunteer with us at Centerplate you must complete the following forms and procedures. Our Corporation requires that you complete this paperwork each year even if you have been with us for many.
Volunteer Group Application Signed Contract and Individual Volunteer Agreements Taxpayer Identification Number Request (W-9 form) Proof of Insurance or Centerplate can provide for a fee Master Gate List of all volunteers in your organization Orientation/Training
Your group shall provide sufficient personnel operate your assigned concession stand. Centerplate management reserves the right to designate the total number of staff needed to operate the stand. An average stand requires the following personnel: One Stand Manager for inventory control and oversee the general operation of the stand. One Assistant Stand Manager to oversee cash handling and accountability. st rd Cashiers: One for each register-16 in 1 base and 13 in 3 base. Adults over _18_ where alcohol is sold. Food prep and cooks: 5-8, Can be 16 or older. Back-up volunteers: One for every 2 Cashiers can be 16 or older.
Each volunteer group should assign a Stand Manager and Assistant Stand Manager to each stand that your group is operating prior to every event. The Manager’s primary responsibility is to control the inventory and to guide the group’s personnel throughout the event. The Assistant Manager is responsible for all cash handling in the stand. The Manager & Assistant Manager should be two different volunteers in order to operate your stand with the most efficiency. If your group is unable to provide the proper number of staff required to operate your stand Centerplate will provide hourly help or other volunteers to fill in. Should that situation occur, Centerplate would deduct the labor cost from your group’s earned commission.
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HOW MUCH TIME DOES IT TAKE? TRAINING – All Groups must attend Orientation or Core Training, and Frontline Training sessions on Concessions, Alcohol Service, Customer Service and Safety. Managers must attend a managers training session. All Beer Pourers, Managers and Assistants will be certified for alcohol training under the TIPS or Alcohol training session.
Time commitment is also a frequent topic of discussion. Shift length can vary dramatically. Shifts typically begin 2 to 2 1/2 hours before the event starts. Generally, Stand Volunteers should count on being here around 5-6 hours. Managers may be here a little longer. The length of an event is unpredictable. A baseball game may go extra innings or there may be a special event such as concerts after the game.
Orientation or Core Training: All groups must attend Orientation (Core Training) and Frontline Training. The training lasts approximately 1.5-2 hours. Group Managers are required to be trained in an alcohol awareness program and stand Manager Training. That training lasts approximately an extra ½ hour. Orientation and Frontline Training covers a number of topics including, but not limited to, Policies and Procedures, Alcohol Awareness “Serving Responsibly”, Proper Food Handling and Customer Service.
Manager Training: Training for the managers in a stand consists of three separate but related sessions. Events—volunteer AT LEAST 1 event as a line volunteer (cash register adults) or a backup before attending classroom manager training. The local coordinator signs up these volunteers as potential managers: money or inventory with the Somerset Patriots NPO Groups Coordinator (see Page 2). Classroom manager training—an hour long session at which managers are exposed to the paperwork and procedures they will see while running a stand during an event; this class is taught lecture-style. Sign up with the Training Coordinator (see Page 2). Manager shadowing—newly classroom-trained managers volunteer two events with an experienced manager available during the event to answer questions and help with managing tasks. This is a hands-on training. The local coordinator signs up the new inventory or money managers with the Somerset Patriots NPO Groups Coordinator (see Page 2). All groups must provide one Inventory Manager and one Money Manager per stand per event. The group’s initial set
5 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc of managers will need to commit to working as your group’s managers for the first 3-5 events your group works; this will allow them to gain experience and comfort with the manager’s job.
Step 3: Manager SOLO events with own group
During this game event your group will have 2 managers that have completed their 2 shadowing events and now can be managers in a stand with their group’s volunteers. The volunteers will now learn how to run a stand during an event. We will place an experienced Centerplate manager with you; that person will be with your group throughout the event to answer questions and give direction. Sign up with the Somerset Patriots NPO Groups Coordinator (see Page 2). After this training, you will be responsible for slowly integrating new members into your group and training them yourselves. As you begin to integrate new volunteers (cash register adults) and backups, please keep in mind that the stands operate best when your group is comprised of no less than 70% experienced members.
Step 4: Supplemental Training TIPS training for Inventory Managers and Money Managers. We require that at least one manager per stand per event be TIPs/Alcohol trained. A copy of their certificate must be give to the NPO Groups Coordinator and the expiration date be listed on gatelists. TIPS training is a nationally recognized alcohol awareness program that grants a 3-year certification (transferable to other locations) on attendees who successfully pass the course exam. Centerplate offers this training to all group volunteers free of charge.
Frontline Training- all volunteers must complete this training on Customer Service, Alcohol Service, Concessions and Safety
Hands-On Training: A program for all volunteers is mandatory before starting to volunteer alone at an event. Hands on Training includes, where to park & enter, uniform pick-up & drop-off, cash room and stand location, inventory control, cashiering and cooking. Allow about one hour for Training with Centerplate managers, including in-the-stand training.
Alcohol: Serving Alcohol is a tremendous responsibility and liability. All Beer Pourers, Managers and Assistants will be required to take the TIPS training. If your group decides to pour beer during a game, up to five volunteers from group
6 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc will be paid up to five hours, $7.25/hour for doing this. Those volunteers will be required to become employees of Centerplate and will have to fill out all of the necessary paperwork to do so (Application, W-4, I-9, etc). These beer pourers must attend the TIPS training to officially become an employee of Centerplate.
INSURANCE Centerplate or you to provide All Civic and Non Profit Groups must provide a Certificate of Liability Insurance naming Centerplate as Additional Insured. Use this wording when adding Centerplate to your policy:
Centerplate and Somerset Patriots Baseball Club, Ltd., their officers, officials and employees are additional insured for General Liability with respects to events held at TD Bank Ballpark and any other facility owned or managed by the Somerset Patriots Baseball Club, Ltd. or operated by Centerplate.
Most Civic organizations have this insurance intact. Contact your Civic Group representative for a copy of the policy. The policy minimum is one million dollars ($1,000,000.00). If your group does not have that policy in place, Centerplate can provide the insurance at a cost of 0.5% per $1,000.00 or $5.00 per $1,000.00 of your net sales and will be deducted from your commissions.
GUEST RELATIONS CUSTOMER SERVICE – THE “WOW” FACTOR Centerplate’s mission statement, “We Craft & Deliver Extraordinary Entertainment Experiences”, is what we want all of our fans, customers and guests alike to experience on their visits to TD Bank Ballpark. Our guests come to us willingly and it is our obligation to ensure that each visit to the stadium is a pleasant one. Customer Service is a part of our training program. Use the ideas below and create the “WOW factor the fans can experience. Smile & make direct eye contact with every guest. Greet & Welcome every guest. Give each guest prompt courteous service with a smile. Always display Good Posture. Do not lean or sit on counters. Look eager and be ready to offer our guest excellent service. Suggestive Selling-Ask your guests” Would you like anything else?” “Would you like a drink with that burger?” Experiencing Problems? Become a problem solver not a problem yourself! Listen, be apologetic, let the guest know you care and will resolve the issue. Contact Centerplate Management immediately for any situation that may get out of hand. Efficiency & Speed are important tools to keep your lines moving. Always be pleasant.
7 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc Cash Handling. Place money on the counter next to register, make change and count money back before putting in drawer. Thank the Guest. Be sincere. You may add your volunteer groups name at this time. As an example:”Thank you for supporting Scout Troop 333”.
Your conduct and behavior is a direct reflection of Centerplate and our client. You are Centerplate’s face, the direct link between Centerplate and our guests. Centerplate is a service corporation that serves and sells food & beverages, not attitudes. Unfair criticism is difficult to handle at best. Patience and understanding are much more effective when handling unhappy guests than irritability and/or a poor attitude. Should you encounter a situation that is out of your control, contact your group leader, manager or supervisor for immediate assistance and relay all affairs to Centerplate Management.
Centerplate wants to offer each guest to experience “Creating Something Special”. And we could not do that without you. Treat our fans and guests the way you want to be treated.
AGE REQUIRMENTS THE MINIMUM AGE REQUIREMENT TO VOLUNTEER IS 16 YEARS OF AGE.
If you have a volunteer under the age of 16 they will not be able to enter the stadium through Check-In. Small children will not be able to accompany volunteering volunteers of your group. Volunteers will not be allowed to leave their children at check in until gates open. THE MINIMUM AGE REQUIREMENT TO WORK A REGISTER WITH BEER IS 18.
If a group does not provide enough cashiers, Centerplate will provide the personnel and labor costs will be deducted from your earned commission.
ACCOUNTABILITY Centerplate operates on an inventory control system. It’s all checks and balances. All items in your stand must be accounted for and properly recorded. Inventory is checked into the warehouse, recorded, distributed to the stands and recorded again.
All Centerplate volunteers are held accountable for the inventory and funds entrusted to your group in your stand. Recording inventory properly from opening, spoils, eaten or sold is imperative to maintaining accurate sales records. If the inventory is not correctly accounted for, a commission cannot be accurately awarded. You must make every effort to minimize waste or spoilage, as it reduces your funds raised.
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COMMISSIONS- CHECKS-MINIMUMS Commissions are awarded on your net food inventory sales (gross sales less New Jersey State Sales Tax of 7%). All shortages greater than ½ percent are deducted from your commission earned. Commission Rates:
Food Sales less Sales Tax (portables are Base % Meet Standard uniform policy Meet Minimum Total totaled and not counted separately) and all rules & regulations Guarantee of Number Commission of Volunteers to be Paid $1-$5,000 4% 1% 2% 7% $5,001-$7,000 5% 1% 2% 8% $7,001-$9,000 6% 1% 2% 9% $9,001-$11,000 7% 1% 2% 10% $11,000 & Up 8% 1% 2% 11% You can see from the chart that proper staffing is imperative to the success of your fundraising and our guest satisfaction. We give all of our volunteer groups guidelines on staffing levels and it is very important that those guidelines are met.
Commission Statements: Commission Statements are issued approximately 10 days after each event. The statement records things such as date/event, group name, number of staff, sales, and any deductions.
Checks: Checks are issued out of our corporate offices in Spartanburg, South Carolina. They are mailed directly to the address that you provide. Please allow 4-6 weeks for delivery. Be sure to notify the Non-Profit Coordinator with any questions concerning your statement or any changes for check delivery.
Minimums: Centerplate guarantees that all volunteers will make a minimum contribution of $300 per large concession stand or $100 for staffing all of the portables. $100 will be deducted if a group doesn’t have the minimum number of its volunteers and $50 for not meeting the necessary standards, rules & regulations. That goes with the provision that all funds and inventories are accounted for on the conclusion of each event. These minimums only apply to Patriots regular season and playoff games held in 2011.
BONUS PROGRAM THERE IS A CAP ON ALL BONUSES: The cap varies and is calculated on amount of sales & number of packages you participate in. Understaffing can disqualify you from any bonus!
We know that we are asking each group to make quite a commitment to Centerplate at TD Bank Ballpark. So we have implemented a “Bonus Program” to show our appreciation.
9 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc Special Event Bonus – A group will receive an extra three-percent (3%) bonus or a minimum guarantee of $1,000 for volunteering in the large concession stands (1st or 3rd base) on the following dates during the 2011 season. A group will receive an extra three- percent (3%) bonus or a minimum guarantee of $500 for volunteering at all of the available portable carts on the following dates during the 2011 season. • Sunday, May 8, 1:35 PM-Mother’s Day • Tuesday, May 10, 11:05 AM-Class Trip Day • Wednesday, May 25, 11:05 AM-Class Trip Day • Sunday, June 19, 1:35 PM-Father’s Day • Monday, July 4, 5:05 PM-4th of July • Tuesday, July 6, 11:05 AM-Camp Day • Tuesday, July 19, 11:05 AM-Camp Day • Thursday, August 4, 11:05 AM-Camp Day • Monday, September 5, 6:05 PM-Labor Day
Groups do not have to sign up for packages to participate in our program, but we will give preference to groups who book 5 games or more. There are plenty of opportunities to pick up individual games for Fundraising.
Event Commitment Bonus - Upon completion of the season, the group will receive a bonus based on the number of events selected and provided all terms and conditions are met. The bonus is calculated on the total sales of events worked.
Work 5-9 events-Get paid 1% Bonus (minimum of 1 event Monday through Thursday plus 1 Special Event Bonus date listed above) Work 10-19 events-Get paid 2% Bonus (minimum of 2 events Monday through Thursday plus 1 Special Event Bonus date listed above) Work 20 or more events-Get paid 3% Bonus (minimum of 3 events Monday through Thursday plus 1 Special Event Bonus date listed above)
Any group not electing to work this number of events will receive the same commission structure with no end of season bonus. Groups may still select all weekend or weekday events, however you will not be eligible for any end-of- season bonus.
The percentages paid will increase when you hit the lower number of events that your group volunteers. Once you volunteer for a game that puts you over the step scale, then your group will be paid the extra percentage for that next step until you hit the next threshold. For example, if you volunteer for 4 games, then on games 5-9, you will the extra 1% for those games.
Groups cannot book a fireworks night without volunteering for at least 3 events with one of them being a weekday (Monday-Thursday).
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The Volunteer Program here at TD Bank Ballpark is wildly successful so we do very little advertising. The best form of advertising has come from existing groups. We are always searching for quality civic groups who are in need of Fundraising for their organization. Each year we have opportunities for new civic groups to reach their goals by joining our program.
For this reason we are offering an additional reward to civic groups that refer any new group who works five or more games successfully.
The contribution amounts will follow these guidelines: New group works 5-10 games = $100 donation to the group that referred them New group works 11-15 games = $200 donation to the group that referred them New group works 16 or more games = $500 donation to the group that referred them
The referring group must notify Centerplate prior to the new group volunteering their first game. This program is only valid for the Somerset Patriots 2011 baseball season. The referral bonuses will be awarded at the same time as the package bonuses.
All bonuses will accrue throughout the season. They will be paid when the next level of games is met or the season is over and all statements are balanced.
EVENT DAY PARKING
Parking for the games is the blue parking lot which is located behind centerfield of the ballpark, just past the white parking lot. Parking may vary for special events. Group leaders will be notified in advance.
PERSONAL PROPERTY Centerplate will not be responsible for your personal property if misplaced or stolen.
We strongly encourage you to leave large purses, backpacks, sports bags, etc. at home or in the trunk of your car. Lockers are available for your use in Wardrobe. Lockers are on a “first come first serve” basis. You must bring your own lock from home to secure them. All bags, purses, backpacks, etc. will be searched upon arrival to Check-In by Security.
TELEPHONE USAGE & CELL PHONE USAGE In case of an emergency during events calls can be directed to (908)-252-0700. You may respond to emergency calls only. Callers should identify themselves and the nature of the emergency so we can respond properly. Make sure callers
11 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc know the name of the group that you are volunteering for. Cell phone use is prohibited in the concession stands in sight of any guests or fans. Keep phones stored when not in use.
GROUP MASTER LIST Each group is required to furnish a list of volunteers for their stand. A one-time Master List of all regular volunteers and potential volunteers is best. This will eliminate the need to send a list of volunteers for each event. When you need to add or change names to the Master List contact Tiffany Vallone by email, fax, or phone prior to event day. Phone: (908) 252-0700 ext 407 Fax: (908) 255-1754 Email: [email protected]
UNIFORMS Basic uniforms for all Civic Group volunteers will be: Black or Tan/khaki pants No shorts, jeans or spandex pants. Ladies may wear Capri style pants. Comfortable closed toe shoes or sneakers. No sandals, flip-flops or heals. Plain white T-Shirt, shirt or tank top The only hats allowed are Somerset Patriots hats. No other sport teams, businesses or charities. Every worker must wear a name tag bearing his/her name. Name tags are a part of the complete uniform. Centerplate will instruct the group Manager pick up aprons and shirts for the entire staff of volunteers for that event. All uniforms issued must be signed for. At the conclusion of the event all uniforms are to be returned back to wardrobe. Failure to return uniforms will result in the following charges: Each apron $5.00 & Each Shirt $25.00
PERSONAL HYGIENE
All group volunteers are expected to report to each event well groomed and in clean attire. Hair must be restrained, pulled away from your face, off of shoulders and a natural color. Excessive jewelry will not be allowed.
PERSONAL CONDUCT
Remember that as a volunteer at TD Bank Ballpark you are a representative of Centerplate and the Somerset Patriots. We expect you to behave in a positive and professional manner at all times. Loud or crude behavior, profanity or abusiveness will not be tolerated. Group volunteers are not allowed in any seating area prior to or during any event.
DRUG & ALCOHOL POLICY
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No Volunteers shall participate in the sale, purchase, transfer, use or possession of any illegal drug or controlled substance while volunteering at TD Bank Ballpark. In addition, anyone arriving to volunteer while under the influence of an illegal drug or intoxicated will not be allowed in the stadium. Violation of these policies will result in the immediate dismissal of the person(s) involved and may lead to the dismissal of the group from future events.
EMERGENCIES
At times emergency situations may occur. The phone number for our Main Office is 400. Our Main Office can reach our Security and First Aid. Always remain calm and give as much detail as possible.
Disturbances- Never get involved in any disturbances such as fights. Call 400 Main Office immediately to have security dispatched or report it to the nearest Patriots usher. Give location or seat section information.
Accidents-If a volunteer or patron has an accident call 400 Main Office and have First Aid dispatched or go to the First Aid stand located in the ticket office lobby behind home plate. Remain calm and when First Aid has arrived, return to work. Let them do their job.
Robbery- Again, remain calm. Your personal safety comes first. Should you be confronted, do not try to protect money or merchandise. Make mental notes of the robber’s appearance. Call Main Office at 400 as soon as it is safe.
Evacuation-TD Bank Ballpark has an extensive evacuation plan. If there is an emergency that requires evacuation of the stadium, all stand personnel should remain in the stand. When all volunteers have been accounted for in that area, the Supervisor will instruct the group on the safest evacuation route.
RULES AND REGULATIONS
The list below will outline rules and regulations that we expect all of our Civic Groups for Centerplate to strictly adhere to: 1. Inform Centerplate as soon as possible if your group cannot fulfill the commitment we have agreed upon. Whether that be late arrivals, not enough volunteers or cancellations. 2. All volunteers must wear the proper uniform. All other attire is unacceptable. Improper uniforms could result in a 2% reduction in your groups commission. 3. NO children are allowed in the concession stands or portables and will not be permitted through Check-In. 4. In compliance with Centerplate’s Corporate Policy, no one under the age of sixteen (16) years of age is permitted to volunteer. Your group must
13 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc comply. Anyone found volunteering at an event that is under age will be required to leave immediately. Your group may not be allowed to return. 5. The minimum age for serving alcohol in the state of New Jersey is eighteen (18) years of age. No one under the age of eighteen (18) is allowed to participate in any part of the sale of alcohol at any time. That includes underage volunteers taking the cash and allowing an adult to pour. Violations could result in the group being terminated, being fined and/or an arrest. 6. The legal age for purchasing/drinking alcohol in the state of New Jersey is twenty one(21) years old. Proper ID must be presented before a guest may be served alcohol. Proper ID should consist of one of the following: A state-issued valid driver’s license, a valid state issued Identification Card, a military ID or a current passport with picture. It is the responsibility of the person serving alcohol to ensure that the guest is old enough to purchase. Selling to a minor or already visibly intoxicated guest could result in fines and an arrest. 7. There is a limit of two (2) alcoholic beverages per person per purchase. 8. Volunteers must never use alcohol before, during, or after an event while on TD Bank Ballpark property. 9. “Tip Cups” are allowed at beer portables only or on the back counters of the concession stands and portables. They may not read “Tips”. While gratuities can be accepted, they are not to be solicited. 10. Every Civic Group must bring adequate staffing for each location that a commitment was made. Failure to supply sufficient personnel will result in the following charges. $45.00 for volunteers coming from other Civic Groups or $8.00 an hour for Centerplate staff. 11. Volunteers are to report to and remain in their assigned areas unless they are on a short break or need to use the restroom. Do not roam the stadium. 12. It is against Centerplate’s policy to seek autographs, go into the players’ areas or locker room, watch batting practice or sit in the stadium seats at any time. Those caught may be sent home and their group could be charged for understaffing. 13. No backpacks, large purses, etc. are allowed. We discourage bringing personal belongings into the concession stands. We will not be held responsible for any lost or stolen items. Lockers are available to those who need them. You must bring your own padlock. 14. Smoking is not allowed inside TD Bank Ballpark. Ask your Supervisor for the nearest designated location. 15. Do not refill any cups for any reason. All drinks must be sold in a new container. No one is permitted to give away free products. 16. ABSOLUTELY no food items, cooked or uncooked, are to be carried out of the stadium. This includes spoilage or waste. 17. No excessive jewelry. This may present a safety hazard. 18. No other sports organization apparel may be worn at TD Bank Ballpark.
14 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc 19. Signage to display the name of your Civic Groups may be purchased at “Fast Signs” call (908) 231-0306. No handwritten or unapproved signs may be displayed. 20. Only ticket holders are allowed to accept promotional give-away items. 21. Leave your concession stand CLEAN! Set the next group of volunteers up for success. Failure to do so will result in a $100.00 cleaning fee taken from your commission.
PROHIBITED CONDUCT The following list of conduct is strictly prohibited while volunteering at Centerplate:
1. Re-use of any cups or containers furnished by Centerplate; unauthorized use of or presence of cups, containers, and/or food and drink items in the stands. 2. Falsification of attendance records, time card or time record, or punching another person’s time card; or in any way tampering with your own or another’s time card, time record or attendance record. 3. Failure to follow scheduling procedures, including reporting late for check-in times. 4. Violation of any law or Centerplate rules governing the sale of alcoholic beverages to minors or intoxicated persons. 5. Destruction, misuse, removal of, or attempted removal of company and/or clients’ food, cash or materials (record, documents, property, tool, equipment, uniforms, etc.) from company and/or client premises without proper authorization. 6. Giving to any person or using another individual’s company pass, badge, or other company identification material. 7. Reporting for work in an impaired condition; unauthorized use or possession of intoxicating beverages while on premises. 8. Possession, use, sale, or distribution of illegal drugs, or other controlled substances, on client or company premises. 9. Carrying concealed weapons or possession of firearms or weapons on client or company premises. 10. Fighting while volunteering and/or client premises. 11. Behavior such as horseplay, scuffling, or throwing things, which may endanger others. 12. Smoking in non-smoking areas. 13. Lack of courtesy to patrons or employees. 14. Taking or giving bribes. 15. Soliciting autographs, pictures, property, etc. of performers in unauthorized areas before, during or after an event.
15 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc 16. Solicitation of tips. You may accept tips from the patrons but you may NOT solicit tips by displaying a tip jar on the front counter, or overtly soliciting for tips. Cups or jars may not read “Tips”. 17. Mixing or exchanging your personal money with company funds. 18. Insubordination (refusal to perform any job or work assignment given by a supervisor or by the management). 19. Failure to report an accident. 20. Violations of security procedures. 21. Attempting to enter, entering, or assisting any person to enter or attempt to enter the company’s and/or client’s premises or restricted areas without proper authority. 22. Being present on a client’s premises while off duty and without express permission from a supervisor. 23. Soliciting of any type on company and/or client premises during working hours. 24. Leaving your assigned location during work hours for any reason without authorization. 25. Improper use of company and/or client telephones OR personal cell phones.
EVENT DAY CHECK-IN Check-In is the location all volunteers and Centerplate employees are to report to on event days. It is located at the ticket office lobby near the main gate. Remember no one under the age of 16 will be allowed through the Centerplate Check-In gates due to our company policies. Tiffany Vallone, Non Profit Coordinator, will inform the group leader in advance as to when the group should report to the stadium. All group volunteers should report directly to Check-In.
Volunteers should be on time, in uniform, well groomed and 16 years of age or older. Allow enough time for traffic, parking, etc. It is required for all volunteers to bring a picture ID.
Acceptable forms of ID’s are: Valid State Drivers License State Issued Identification Cards Student ID’s (with picture) Military ID’s Credit Cards (with picture)
The general report time for group Managers and Assistant Managers is ninety (90) minutes before the gates open. Other group volunteers should report sixty (60) minutes before gates open. It is imperative that all group volunteers must be checked in to work prior to the gates opening to the public. No-shows and late
16 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc arrivals may cause your group to forfeit your stand for the event or be short staffed.
All group volunteers will sign in with Centerplate under your organizations name. You will then proceed to Security. All bags & purses will be searched. It is highly recommended that you leave all personal belongings at home. It is essential that all group volunteers sign in with Centerplate. This ensures that each volunteer group will be given proper credit for attendance.
It is crucial that your group leader pre-assign what position each volunteer is volunteering prior to event day Check-In.
Check-In will close one hour before the start of the event. No one will be permitted to enter the stadium once the Check-In gate for Centerplate is closed.
MANAGER RESPONSIBILITY
A Stand Manager (inventory) must be assigned to each stand your group operates. As the group’s Manager, your primary responsibility is to oversee the general operation of your concession stand or portable and to accurately count the inventory. You will be volunteering closely with Centerplate’s Supervisors. Listed below are some of the Manager’s procedures duties:
Arrive thirty (30) minutes prior to the rest of your group. Remember to bring a calculator and pencil. Report to Check-In and pick up your uniform. Count and verify the stands inventory and note any discrepancies. The count should be done separately from the Supervisors and compared with the Supervisors count before signing off on each others sheet Assign other volunteers their duties (cashiers, runners, cooks, etc.) Verify all incoming and outgoing inventory. Keep transfer sheets with all of your paperwork. Record on the inventory sheet all spoiled or damaged goods. Record on the “eat sheet” all employee meals. Count, record, and verify the ending inventory again separately from the Supervisors. It is important that you do your own extensions on the inventory sheet. Transfer sheets are to be turned in with the Supervisor’s paperwork. SAVE YOUR PAPERWORK! Clear your stands event day’s sales by confirming your inventory sales to funds received in the cash room with Main Office by calling 401. Sign off on your Supervisor’s/Centerplate’s inventory sheet and have your Supervisor sign off on yours. Make sure that your concession stand or portable is left clean and that all uniforms have been returned to wardrobe.
17 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc Check with Centerplate stand or portable supervisor before leaving to make sure that cleaning checklist is complete.
REMEMBER that an accurate beginning and ending inventory is essential to a smooth event. Your stand is basically paralyzed until the inventory is counted and verified with your area Supervisor. It is the Managers responsibility to ensure the success of your groups fundraising efforts. It could mean the difference between a profit and a loss. As the group’s leader you should display a positive attitude and make certain our volunteers, fans, guests have a pleasurable event.
ASSISTANT MANAGER An Assistant Manager (money) must be assigned to each stand your group operates. The Assistant Manager is the “money person” of your group. This person will work closely with the stand Manager, as well as Centerplate’s Supervisor. Listed below are some of the Assistant Stand Managers procedures and duties:
Arrive 30 minutes prior to other volunteers. Remember to bring a calculator and pencil. Report to Check-In, sign in and wait for the cash room personnel to bring you the money-bag. Show your picture ID to receive your money-bag from the cash room teller once they arrive at your stand. Before the cash room personnel leave your stand, verify your bank and report any discrepancies. Also make sure that you have the following items: Drop envelopes for cash pick-ups and a paper bag for loose coins at the end of the event, rubber bands, paper clips, and pens for credit cards. Verify pick-up times. The cash room staff generally leaves the cash room around the second and fifth innings. A cash room Centerplate employee and/or a Security Guard will be conducting the pick-ups. It is imperative that you are ready for the pick-ups when the cash-room arrives. Keep the carbon receipt from the outside of your drop envelopes for your records. Cash flow sheets will be provided to you in the cash room should your group choose to use them. The more money you can include in each drop the quicker it will be at the end of the event. Make sure all information is filled out on your drop envelopes correctly. Report to your stand and assist the Manager with opening procedures. Never leave your money-bag unlocked or unattended. Your group is responsible for any loss. You will be the only one with a key to the money- bag. Approximately 15 minutes prior to gates opening distribute the money for each cashier in their drawer. Notify your Supervisor or Main Office at 400 of any problems with your registers.
18 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc Monitor the registers closely throughout the event. Collect large bills (i.e., 100’s, 50’s, 20’s, etc.) from the registers to prevent them from being lost. Keep smaller bills (i.e., 5’s, 1’s) below the overflow point. Provide the cashiers change as needed. Diamond Dollars are to be treated the same as cash. Record accurately on your stand sheets all Meal Tickets and Manager Vouchers. Meal tickets and vouchers should be turned in with your stand sheets. They have no cash value. Upon closing, remove the cash drawers and check the registers for any money or meal tickets left behind. Look under the drawer as well as behind. Once the event is over, return to the vending room count your final drop. A Security Guard and/or money room personnel will escort you. Look for any errors from previous drops posted on the cash-room bulletin board. Before going to the cash room, record your count on a drop envelope, make sure that your bills are all facing the same direction, and coupons are organized. Save all paperwork! Keep cash receipts the cash-room teller issues you for your own records.
MEALS
Centerplate provides all volunteers with a meal. Meals are limited to the items listed on the “eat sheet”. Only consume the foods that are stipulated on the eat sheet. If you volunteer in a stand where food items in that stand are not allowed for consumption or in a portable, a meal ticket will be provided for you. Ask your Supervisor for the nearest location to redeem your meal ticket. At no time are volunteers permitted to give food away. Only Centerplate employees and volunteers with a meal ticket may eat in your stand or sign on the eat sheet. It is not permissible for Somerset Patriot employees, Security or cleaning personnel to sign on your eat sheet or be given a meal ticket to redeem without a Centerplate’s Manager’s signature. Volunteers are also permitted to bring in their own prepared meals. Volunteers and Centerplate employee’s with an ID badge are the only staff allowed unlimited amounts of soda from fountains for a beverage choice. Non-chargeable cups will be provided. At no time are volunteers permitted to give away beverages in non-chargeable cups or fill personal cups that belong to Somerset Patriot employees, Security or cleaning personnel. Coupons discounted for food and beverages will be available for anyone to purchase including Somerset Patriot employees, Security and cleaning personnel.
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PORTABLES
Portables are “mini” concession stands that sell limited amounts of food and beverages. They are a convenience to the fans and guests that may want to avoid the long lines in the larger concession stands. Portables are located on the Main Concourse of the stadium.
Each portable should be staffed with a Manager and Assistant Manager. We aspire for the volunteers volunteering at portables to provide fast and courteous service with a smile to our guests. Swiftness and accuracy are essential to those volunteers who operate a portable.
Meal tickets will be issued to volunteers volunteering at portables. Redeem your meal tickets prior to gates opening or after your shift at the closest concession stand next to your portable. Never eat at the portable when the gates are open. Take your breaks only in designated areas. See your Supervisor for exact locations.
While accepting tips is permissible, soliciting them is not. Tip cups are allowed at beer portables only and behind the counters of the concession stands and portables. No other locations.
It is the group’s responsibility to leave the portable clean. Wash all utensils and clean all surfaces. Failure to do so could result in a “clean-up fee” taken directly from your group’s commission. Your Supervisor will inspect your area before you leave.
ALCOHOL AWARENESS
Selling and serving alcohol at TD Bank Ballpark comes with a tremendous amount of responsibility for the civic groups, as well as, Centerplate. Ultimately you are responsible for your alcohol sales. Keep the guidelines below in mind and always serve responsibly. Remember drinking alcohol is a privilege, not a right. As a server of alcohol, monitor the privileges you hand out. All volunteers age 18 & over that sell alcohol must take an Alcohol Awareness class provided by Centerplate. You will have to become an employee of Centerplate to pour alcohol and become a beer pourer. All beer pourers will receive payment of $7.25/hour for up to 5 hours for pouring beer for their group. Groups will not be paid any commission on alcohol sales
New Jersey law states that you must be 21 years of age to consume alcohol. You must be 18 years of age to participate in any part of the sale or serving of alcohol. That includes taking the money, pouring or passing a guest their alcoholic beverage.
20 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc When a person reaches a blood alcohol content (BAC) of .08 they are considered legally intoxicated in the state of New Jersey.
Serving alcohol to a minor or intoxicated person can result in a fine and/or arrest. Ask for identification from anyone who looks under the age of 35. If you are unsure of the person in the picture, ask for additional I.D. Our policy is not “No I.D., No Service”. Our policy is, if the guest appears to be under the age of 35, they must have I.D. Use your best judgment and be realistic. Always be courteous and understanding when asking for I.D.
Acceptable forms of ID are: Any valid (current) State Drivers License, Military I.D., Passport, State Issued I.D. All identification must have a picture.
New Jersey State law does not allow the confiscation of false I.D. If you recognize an I.D. as being false, do not serve the guest and contact your Supervisor or Centerplate Management.
At times you may have to determine that a guest has had too much to drink and can no longer serve them. Use these guidelines to assist you when making that call:
Give clear and concise reasons. Do not judge them. Tell them, “I can no longer legally serve you more alcohol”. Never call them drunk. Offer a complimentary non-alcoholic beverage such as coffee, water, or soda. Call your Supervisor, or the Centerplate Main Office (400) if the guest is giving you a difficult time.
Adherence to our Alcohol Policies is extremely important to Centerplate. Please “Serve Responsibly”.
Always ask for I.D. if a guest looks under the age of 35. NEVER serve a guest more than 2 alcoholic beverages at one time. Alcohol cannot be served past specified times. During Baseball Season service of alcohol stops at the first pitch of the 8th inning. These times vary for special events. Do not serve alcohol to a minor or clearly intoxicated guest.
We want to insure the safety of our fans and guests. Not all accidents happen behind the wheel. We rely on you to make sure that all attendee’s to TD Bank Ballpark have a fun and safe environment.
21 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc FOOD HANDLING
Food Safety is nonnegotiable. Serving safe food is not an option it’s an obligation to our fans, guests, volunteers and employees.
Food borne illness is caused by several factors, which can be placed into one of three categories: time-temperature abuse, cross contamination, and poor personal hygiene.
Time Temperature Abuse: Food has been time–temperature abused any time it has been allowed to remain too long at temperatures favorable to the growth of food borne microorganisms. Common factors for time-temperature abuse are: Failure to hold or store food at required temperatures Failure to cook food to temperatures that kill microorganisms Failure to cool food properly Preparing food a day or more before it is served
Cross Contamination: Cross-contamination occurs when microorganisms are transferred from one food surface to another. Common factors for foodborne illness include: Adding raw, contaminated ingredients to food that receives no further cooking. Food-contact surfaces (such as equipment or utensils) that are not cleaned or sanitized before touching cooked or ready-to-eat foods. Allowing raw foods to drip fluids down onto cooked or ready-to-eat food. Hands that touch contaminated (usually raw) food and then touch cooked or ready-to-eat food. Contaminated cleaning cloths that are not cleaned and sanitized before being used on other food-contact surfaces.
Poor Personal Hygiene: Individuals with unacceptable personal hygiene can offend our guests and co-workers, contaminate food or food-contact surfaces, and cause illnesses. Common factors responsible for food borne illness include: Failure to wash hands after using the restroom or whenever necessary. Volunteers who cough or sneeze on food. Volunteers who touch or scratch sores, cuts, or boils, and then touch food.
The key to food safety lies in controlling time and temperature throughout the flow of food, practicing good personal hygiene, and preventing cross- contamination. It is important to establish standard operating procedures that focus on these areas.
22 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc STAND SANITATION
It is the Civic Groups responsibility to leave the stand clean and clutter free. Volunteers should make every effort to set up the next group who operates the stand for success. Inventory should be stacked and neatly stored whenever possible in their original containers. This makes for easy counting. All surfaces should be wiped clean. Sinks should be empty and all disposed food removed. Properly clean and store all utensils, pots, pans, etc. Turn off and clean all equipment, i.e., steamers, roller grills, neon signs, displays, warmers, hot boxes, etc. Food properly stored in proper containers and wrapped. Floors swept and mopped. On conclusion of the event an Area Supervisor will check out your stand or portable. Any stand left in disarray may result in the civic group being charged a “clean-up” fee of $100.00. Those funds will come directly from the commission for the event worked.
SAFETY Safety is always a concern. Use protective equipment where provided or available. Report any unsafe conditions or accidents to your area Supervisor. In case injuries occur report to Main Office 400 for First Aid. Keep these safety measures in mind while operating your stand: Clean all spills and debris immediately. Use wet floor signs to warn others. Walk, do not run in the stadium. Use hand rails for stairs. Lift properly. Place feet close to the object and bend from the knees. Grip the object firmly, keeping your back and legs straight up to lift. Do not lift heavy objects by yourself. Ask for assistance. Be cautious around hot surfaces such as steamers, ovens and grills. Read all labels on cleaning chemicals. Never mix chemicals together.
COMPLIANCE All volunteers are responsible for compliance with the policies, procedures and standards of conduct outlined above. Realize that failure to comply with Centerplate’s policies, procedures and standards of conduct may result in individual volunteers or entire civic groups not being allowed to return to TD Bank Ballpark. Any volunteer becoming aware of violations to our policies, procedures and standards of conduct, should notify a member of Centerplate’s management staff. We thank you in advance for your cooperation.
23 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc NON PROFITS BONUSED IN 2010 KNOW HOW TO WOW!!! These Civic & Non Profit Groups who were awarded bonuses for the Somerset Patriots 2010 season really know how to “Craft & Deliver Extraordinary Entertainment Experiences” CONGRATULATIONS and many thanks………………..
Boy Scout Troop 44 Boy Scout Troop 83 Bridgewater United Methodist Church Church of Jesus Faith Lutheran Church Franklin High School Band Hickory Tree Chorus Immaculata High School Band Middlesex High School Robotics Operation Shoebox Phi Mu Pi Delta Psi Somerset Valley YMCA South Plainfield Knights of Columbus St. Joseph’s Church
Centerplate awarded event commitment bonuses totaling $12,400.00 in 2010 to the Non Profit Organizations listed above!,
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PARKING DIAGRAM
25 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc STAND SHEET - EXAMPLE Location:Sausag 213 Sausage Haus 213 Stand Sheet Date: 10/2/2009 Event: Patriots vs Southern Maryland Group: + +/- = +/- - - - = x = Begin Pre- Actual Event Menu Menu Item Count Event Begining Transfers Eaten Spoil Ending Sold Price Extension Soda, Canned CS1001 Bottle Water 50 0 3.75 CS1004 Coke Bottle Soda 54 0 3.75 CS1005 Diet Coke Bottle Soda 30 0 3.75 CS1007 Minute Maid Lemonade Bottle 4 0 3.75 CS1015 Nestea Iced Tea Bottle 33 0 3.75 CS1016 Dr. Pepper 1 0 3.75 CS1017 Mountain Blast Powerade 0 0 4.25 CS1018 Fruit Punch Powerade 0 0 4.25 CS1019 Sprite 27 0 3.75 CS1027 Coke ZERO 2 0 3.75 CS1028 Vault Soda 0 0 3.75 French Fries FR1009 Chicken Mini's w/ Cheese 6 0 4.00 FR1010 Chicken Tenders II 12 0 3.00 FR1011 Popcorn Chicken 12 0 5.00 Hotdogs HD1004 Sweet Italian Sausage Deluxe 55 0 6.25 HD1006 Hebrew National Dog 435 0 4.25 HD1010 Hot Italian Sausage Deluxe 56 0 6.25 HD1016 Chorizo Sausage Deluxe 0 0 6.25 HD1017 Cajun Sausage Deluxe 5 0 6.25 Misc. Food MF1024 Knish 31 0 3.75 Peanut, Snacks PE1001 Cracker Jacks 5 0 5.75 PE1002 Peanuts 7 0 3.75
Opening Stand Manager ______TOTAL SALES Opening Supervisor ______Total Cash Closing Stand Manager ______Credit Cards Closing Supervisor ______Coupons Operator Initials ______Over / Short
26 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc EAT SHEET - EXAMPLE Centerplate-Somerset Date: Patriots ______Stand Eat Sheet
M&M Nut M&M Skittles Starburst Coffee/Hot Chocolate Water French Fries Tender Boat Regular Burger Sparkie (1/2 Lb) Burger Kids Meal Orange Powerade Lemon Powerade Moutain Blast Powerade (Blue) Fruit Punch Powerade (Red) Home Run Hot Dog FootLong Ice Cream Sandwich King Cone Soft Serve Cone Soft Serve Cup Soft Serve Helmet B&J Bar B&J Cone Oreo Bar Cookie Sandwich Chicken Sandwich CheeseSteak Caesar Salad Fruit Salad Cracker Jacks Nuts Pretzels Churro Pizza Nachos Roast Beef Regular Soda Svr Soda VW Essential VW Multi V VW Power-C VW XXX VW Formula 50
27 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc DROP SHEET - EXAMPLE
28 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc MEAL VOUCHERS – EXAMPLES
THE BEARER OF THIS COUPON IS ENTITLED TO RECEIVE:
One Regular Soda One Regular Hot Dog For $1.00 REDEEMABLE IN CONCESSION STANDS ONLY NO SUBSTITUTIONS - NO CASH VALUE PATRIOTS VIP COUPON
1 Food Item______1 Snack Item______1 Drink Item______
NO SUBSTITUTIONS - NO CASH VALUE
CENTERPLATE
MEAL B
Hamburger/Cheeseburger, Fries, Regular Soft Drink
TURN IN AT CONCESSION STANDS NO SUBSTITUTIONS - NO CASH VALUE
29 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc DIAMOND DOLLARS – EXAMPLE
30 G:\2011\NPO & Civic Group Guidelines 2011 updated 12 01 10.doc STADIUM DIAGRAM
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