Castle Department Handbook

Arcade, Redemption, Golf, Laser Tag, Cars, Boats, & Pizza

Mesa Golfland 155 W. Hampton Ave. Mesa, AZ 85210

Congratulations and welcome to the Castle Department at Mesa Golfland SunSplash. This department has been around since Mesa Golfland first opened its doors in 1983. Many things have changed since the beginning but our objective remains the same; to provide excellent customer service to every guest that comes to the park. Our department is unique in that it encompasses several operational departments under the umbrella of the Castle Department. You will receive training on working each position in each of the sub-departments. This handbook is to serve as a supplement to the Employee Handbook and as an additional reference guide throughout your employment. Many policies and procedures are outlined here and you will be held accountable for knowing the information within these pages. The handbook is organized by department and not in any order that you will be trained in. Again, this is a reference guide. Read this handbook carefully as you will be tested on its contents as you receive training and you will be expected to know it. Good luck and happy reading.

Further Requirements

All Castle employees are required to obtain a Food Workers Permit from the Maricopa County Environmental Services Division. Study materials can be found online on the employee internet or on the County’s website. The test may also be taken online and the permit obtained the same way via the County’s website provided you have a web camera with your computer. You may also choose to go down and take the test at a local County office and obtain the permit there. The cost for the permit is marginal and the test is free to take. Either way, you must visit the local office to get the photo ID. Our local office is located at:

1255 W. Baseline Rd. Bldg. C, Suite #270 Mesa, AZ 85202 (SW corner of Baseline & Alma School – red brick buildings behind gas station)

Castle Uniform The company uniform policies are strictly enforced. An integral part of course is your grooming habits. We want you to look and be your best. Groomed and well-trimmed hair, tasteful makeup or jewelry and being clean shaven are as important as covering tattoos and wearing deodorant. They all come together to make you a great representative of our facility. You will be issued green polo’s to wear with your choice of tan, black or blue slacks*. A conservative belt must also be worn to improve your appearance and keep your shirt tucked in and/or slacks held up when necessary. Your employee badge is also part of your uniform. You should n ever be at Golfland without it; y ou either need it to work or to play so always have it. Additionally, c omfortable, predominately black or white shoes should also be worn keeping in mind OSHA requirements.

*Shorts may be worn when the waterpark is open from May to September. Non-cargo shorts are preferred. Refer to the employee handbook for shorts requirements.

General Information

Employee Paperwork Employee paperwork must be fully completed before you can begin working. Included in the packets are several forms for company, federal and state purposes. Copies of certain forms of identification are required to complete government requirements.

Reminder: Arizona law states that employees do not have the right to access their personnel files; they are for company record keeping and are company property.

Human Resources Information Golfland Entertainment Centers, Inc. maintains a standard of lawful hiring practices. We provide all employees access to pertinent information regarding employment law. We also encourage employees to inquire about any questions they might have about our employment process and policies as well as any state or federal policies. Questions can be directed to your department manager or to our Human Resources Director.

Conduct We expect all employees to conduct themselves in a professional manner at all times.. The combination of each will determine your ability to act in an adult-like manner. Guests observe your every movement and word. You are an actor on a stage. You are performing, in a sense, for the public. You and your ‘cast mates,’ together, have the greatest ability and responsibility to affect whether a guest is satisfied with their overall enjoyment of our park. We expect a lot. The experience and reward you will gain from learning to act professionally will be invaluable to you.

Positioning Stand up straight at all times. Leaning on anything is not allowed. It portrays to our guests laziness and boredom.

Demeanor Be confident and you will portray confidence. Be happy, helpful, friendly and smiling at all times. ’Please’, ‘Thank You’ and ‘You’re Welcome’ are to be the most common words in your vocabulary. Treat our guests as you yourself would like to be treated. Your efforts in acting professionally will go a long way. Should any incidents or confrontations occur, remain calm. You may get frustrated at times but try not to let it show.

Scheduling

Schedule Posting & Time Off Requests According to the Employee Handbook, schedules for the following week are to be published by closing time on Thursday. It also states that time off request be in by Tuesday. We allow for time off requests to be entered until Thursday and will published Thursday or Friday. Requests are to be entered into When To Work. Plan your schedules accordingly. You are solely responsible for making sure that the request is entered correctly. We ask that you give us two weeks’ notice if you are requesting a week or more off. Also, requests that have reasons will be approved over those that don’t.

Schedule Replacement Schedule changes MUST be approved by your department manager or the supervisor for the shift(s) in question. Finding a replacement is to be done on your off time; during your break or after your shift is done. Make sure your replacement is not already scheduled for a shift during that time or for a shift that overlaps yours; they may not be able to take your shift because if their existing shift. There are a number of factors that will determine whether the schedule change can take place. 1. Can your replacement be there on time, at the scheduled time? 2. Does your replacement know how to work the position they will be filling? 3. Can your replacement work well with the other staff members assigned at nearby positions? If you are unable to work one of your shifts, it is your responsibility to find someone to work the shift for you. If you are unable to find someone to fill your shift you will be expected to work. If you do not show up for your shift, you will be written up. We understand that there are some things that can’t be planned for. We will attempt to help you fill your shifts in these cases.

Breaks, Off-Site Policy and Parking Employees are requested to park in the FastCar Raceway parking lot across from the castle or in the dirt lot further down Hampton on weekend mornings when the waterpark is open. You are permitted to leave the property when clocked out for your 30-minute break. On weekends or other busy days, we encourage you to remain on property due to the heavy volume of guest vehicles taking all the parking spots. If you choose to leave for your break, you will need to allow enough time to find a parking space and be clocked in on time to resume your shift. When on break, on property, you must be in an employee break area.

Time Clock and Time Corrections You are required to record your work time on the time clocks in the break rooms. Golfland uses biometric technology to ensure that no one other than yourself can clock in or out for you. We realize that there will be times that you may have forgotten to clock in or out or the time clock may not be available for some reason. If this should occur, you will need to report the error to the on-duty shift leader, your supervisor or your manager on the day of the occurrence. They will fill out a Time Clock Correction sheet with your corrected time and your manager will make the necessary changes in the time clock. If you repeatedly fail to clock in or out, disciplinary action will be taken. 5

Our department clocks in to several individual departments for the purposes of labor allocation. Each department is listed below with the corresponding positions that clock in to that department.

1 –Arcade, Redemption, Front Gate 2 – Golf 3 – Pizza, Iceberg, Birthdays 5 – Season Passes 6 – Bumper Boats 8 – Laser Tag 10 – Cars, Track Cpt., Pit 13 – Special Events

Emergency Action Plan

E.A.P – Our Departmental Role Please ask your manager any questions you might have about the E.A.P. It is very important that when necessary, the emergency action plan is used and executed correctly. Any deviation from the plan presents risk to the facility and our guests. When the plan is executed, any deviation of procedures outlined in the plan is grounds for immediate suspension. Please make sure you know your role in the plan and remember to remain calm if we need to use it. Although the plan listed below pertains mainly to the waterpark, it is important for you to be familiar with it. If guests come up to the castle during an emergency you will be able to understand the actions that are taking place.

Action Plan – Available ONLINE on employee Intranet

Area Checklists Each position has some form of a checklist be it a list to help remind you of what to do to open or close and/or a safety checklist. You are to write the time you completed each item in military time. Do NOT ‘check-off’ the item. We want to know when you did it not just whether you did it.

Personal Belongings Your personal effects should be left at home, stored in your vehicle or kept in a break room locker. We do not provide locks for the lockers. If you wish to keep your personal belonging safe, bring a lock to secure the locker. You may not keep your belongings anywhere near your work station or in any storage areas. We do allow you to store your mobile phone in the supervisor cabinet in the pizza office to help deter you from being tempted to use it.

Discipline & Motivation

Progressive Discipline Disciplinary action is administered at the discretion of the department manager. Factors to be considered in determining the course of action are: • Seriousness of the offense. • Employee’s record (I.E., prior documented violations) & behavior. • Circumstances surrounding the particular case.

There are two basic categories of policy or rule violations, minor and major. Each category has its structure for applying a disciplinary action.

Minor Policy or Rule Violations include attendance, job performance, and minor violations of company policies or rules. The structure for disciplinary action is: 1. Verbal Warning 2. Written Warning (Write-Up) 3. Final Warning 4. Termination

Major Policy or Rule Violations : are any willful or deliberate violations of company or safety rules of such a degree that continued employment of the employee may not be desirable. These include intoxication of liquor or drugs, theft, and insubordination. The structure for disciplinary action is: • Mandatory Suspension (without pay). Review of incident by General Manager

• Follow-up of Incident Investigation: If innocent of violation: • Reinstatement If guilty of violation: • Probation if termination is not warranted. Placed on probationary status. • Termination if violation substantiates wrongdoing. If guilty of violation and is a violation of civil law: • If proven, charges will be filed and person or persons will be turned over to the proper authorities. (Example: grand theft)

All terminated employees are subject to a period where they are not allowed on any property owned by Golfland Entertainment Centers, Inc. The department manager or the G.M will determine that period of time.

Examples of Misconduct (Appendix) • Unexcused Absence • Failure to perform job duties • Repeated tardiness • Insubordination, subterfuge, etc. • Any type of misconduct to or • Violation of company policies around a guest. • Disorderly conduct of any kind. • Theft of company property. (see • Abuse of employee benefits. employee handbook) • Inappropriate uniform.

Motivational Programs Different times throughout the summer season our aquatics department will plan fun activities involving as many staff as possible to show our appreciation for you as our employees. We welcome any ideas or suggestions for activities or motivational programs you might have. Just write it down and deposit it in the Employee Suggestion Box located in the castle break room. We will take it into consideration.

Safety/Security In the event that Golfland is the victim of a robbery, as with any position, your job is to comply with the demands of the aggressors. Please do not engage in any acts of heroism. There are positions that have silent alarm/panic buttons that immediately dispatch the police when depressed. It is extremely important that these buttons are left alone as they can be very sensitive and should be in case they are actually needed. There are two units underneath the counter inside the golf room. You may identify where they are but do not touch them.

In the event that you need to trigger the units, simply press the bottom of the box up. Again, they trigger very easily so you may not realize you’ve triggered it when you need to intentionally do so. Remember NOT to check to see if you triggered it; trust that it works. You don’t want to disclose that you triggered it by checking it.

Safety Checklists You will find the safety checklists in the appendices. For the most part there is two sides to each checklist: a grid side where you will mark a “-“ in the appropriate box where there is an issue and a description side where you will expand, in detail, the issue and its location. Safety checks are priority items as they keep the park safe as well as show a proactive program of dealing with safety issues around the park.

Customer Service You will be working with the customers directly. You need to make them feel as though they are welcome and that we are happy that they came. There are many ways to greet them. You may say something like, “hi” “how are you today?” “Welcome to Golfland! How may I help you?” these are just a few of the many things you may say to them. Remember, they are our guests!

In your duties you will be required to be an informant. As an informant, you must give accurate and concise information. Many of the questions you will receive will concern prices and availability. The most accurate and up to date source of information is our website. It has all the prices and times of all our attractions. You will also want to make them aware of our discount system. When they pay for one attraction at regular price, they can receive the other ones for a dollar or more of when purchased at the same location. For example: A person and their family want to play golf and bumper boats and possibly laser tag. Well, at the golf window they will be asked if they would like to include cars, boats, or laser tag for a dollar less than the listed price. They know that they would also like to ride the bumper boats as well, so they purchase the bumper boats at the golf window.

Now later, if they decide to do the laser tag, they have one of two options: 1 they can return to the golf window and purchase the laser tag for the discounted price, or 2 they can go enjoy the bumper boats and purchase the laser tag there for the discounted price. This discount system may be used using any variation of attractions.

You will need to be able to give concise directions to various locations throughout the park. Say someone is looking for the front gate of SunSplash or even the bathroom. You want to be sure to give them the correct information otherwise they could get confused.

In addition to being an informant you must be able to assist the customers. For instance, a customer might need help carrying something to their car. Or need someone to watch their food while they chase down their kids. You will mostly need to assist them by fixing games for them, but basically, if they ask for help, and it’s within your power, help them. If we can provide any service that will keep them coming back, we want to. You will receive more training on customer service with your manager to go over how to keep guests happy and handle guest complaints.

General Information

Do’s and Don’ts

• Visitors are paying guests. Your dedication to exceptional guest service is expected. Never impose on them by accepting gratuities or tips. • If someone asks for or appears to be looking for something, ask them if you can help them. Get them whatever they want or need, or lead them to where they want to be. Personally see to it that their needs are taken care of. It is our goal to exceed the expectations of ALL guests. • Gum chewing can be distracting and may prevent you from communicating clearly and is not allowed in the park. • Cigarette smoking in unauthorized areas is not condoned or accepted. Disregarding this policy is grounds for dismissal. Smoking is not allowed in the break rooms. • Slouching or leaning while standing demonstrates an unwilling, lazy and uncaring attitude. Always sit or stand straight and keep yourself accessible to our guest. Being available for assistance, show your concern. • As an employee, you are expected to be role models. If disciplining a customer for safety reasons be firm, however, do not under any circumstances yell at or grab the customers. • Fraternizing with on-duty employees while visiting as a guest is not allowed. This detracts the on-duty employee from their job, appears unprofessional and promotes unsatisfactory service. • While in uniform (even if you are on break) you cannot play video games. • Ice attendant must soak soda caps in hot water every night for about 15 minutes. • Keeping the trash in all areas down (Arcade, Golf, Ice, Cars and event front and back patios) is part of all attendants’ jobs. • Employee badges are to be kept on your person, with a plain lanyard and never left around or loaned out. • Only one cashier per drawer, No one, not even supervisor can get in your drawer. • Cash drawer can only be opened with a customer or supervisor present. • Cash drawer are to be locked when the cashier leaves the cash drawer, even if just for a minute. • Do not congregate or visit. This is important to our professional image. • Do not eat or drink while walking through the park. Take your break away from the main flow of guest traffic, in the employee break room. • Do not use an ID card of another employee, and do not permit another person to use yours. • Theft or knowledge of any theft, including accepting or giving free food, merchandise, etc. If you have knowledge of an employee involved in theft of company property or revenue, termination may occur if such information is not reported. • Do not make your own food or give extra serving. • Possession, consumption, or being under the influence of alcohol or drugs while on company property, whether working or not, is not permitted. • Engaging in non-working activities during working hours is not permitted.

Castle Closing Procedures

Closing announcements begin one hour before closing. Do these 45 till, 30 till, 5 till and 30sconds till close.

Making Announcements:

It is important that the announcements we make are both professional and clear. Any horseplay over the Public Address (PA) system will not be tolerated. Please be aware of how you sound and compose yourself before making any announcements.

Closing Announcements: May I have your attention please, in ___ minutes Golfland’s Snack Bar will be closed for the evening. At that time no more snacks or ice cream will be sold and in ___ minutes Golfland will be closed for the evening. At that time all video games will be turned off and I’m sorry but no game cards can be refunded. Thank you for visiting Golfland and have a nice evening.

“My I have you attention please, Golfland is now closed for the evening, in 30 seconds or less all video games will be turned off and I’m sorry no game cards will be refunded. Thank you for visiting Golfland and have a nice evening.”

Running My I have you attention please; Golfland would like to give our guests a friendly reminder that there is ABSOLUTELY NO RUNNING. Parents please help us enforce this rule for the safety of your children. Thank you.

Bussing Tables • Wash tables and chairs • Check for Gum underneath • Sweep under and around tables • Put high chairs along wall by the men’s room out of the walkway.

Locking Back Patio Doors & Tables • Make sure ball machine and scorecard box are inside. • Make sure golf course lights/pumps are off. • Get security lines and locks from golf room and lock up patio chairs/tables. • Make sure there aren’t customers or employee’s outside • Remove wooden covers and put metal bars pegs on and lock them up BEFORE YOU PUT THE BARS UP, YOU MUST MAKE SURE THE DOORS HAVE BEEN LOCKED. FAILURE TO DO THIS WILL RESULT IN TERMINATION.

Communication

Tan Phones – Starplus System Our inter-office phone system allows us to communicate between stations and to answer incoming phone calls from outside lines. Most of our phone numbers are routed through our phone system except for Line 2; it is the direct, employee line (480.461.3524). This is the line to use when calling in for an on-call shift or to contact the on duty supervisors or manager. This line is to be used for Golfland business purposes only. Except for life and death emergencies, hourly wage employees are not to make or receive non-business related phone calls using Golfland business phones.

The tan phones have two different ring types: • two short rings, an inter-office call, answer: “Golf room, this is _____” • one long ring, outside line (ACTUAL PHONE CALL), generally Line 2, pick up the receiver and press the button that has the flashing red light, greet the caller. Example: “Thank you for calling Golfland, this is (your name), how may I help you?

If you need to place the caller on hold, press the hold button. To pick up the line again, press the line 2 button

Tan Phones continued….

If you need to transfer a call to a different extension (example, ext. 100, castle office), press the TRANS button and the 3-digit extension and hang up.

The Cordless Phones are one extension, 146. That extension is part of the tan phone system but is very limited. We can’t place calls on HOLD or TRANSFER them. Calls are transferred to this station and should be answered the same way as an outside phone call to the tan phones. This extension is included in the rollover queue when the receptionists upstairs are already fielding incoming phone calls. We generally only allow supervisors to answer incoming phone calls as you must be knowledgeable enough about the entire park to answer any and all questions asked. Inter-office calls can be made to this extension, but since there is not a separate ring type to determine where the call is coming from, we don’t answer it. Inter-office phone calls to our area are made to Ext. 107 in the golf room instead of to 146.

Black Phone System

Throughout the park is a party line phone system that only connects between the stations within the park. There are up to 36 stations and each station number is only 1 or 2 digits. The golf room is station 10 and you would dial one and zero to call the golf room. When you answer a black phone, say where you are and who you are.

Example: “Golf room this is Heather” or “Boats this is Toby.”

Any station can pick up their receiver and listen to your phone conversation so be careful what you say. That said, when you pick up the phone to use it, make sure the system isn’t already being used by other employees. The list of station numbers is found on or near each phone.

Golf Room Radio – Base 1 The golf room radio is not a toy. It is used to get in touch with the management staff. If you need to contact someone, follow this procedure:

Pick up the microphone, depress transmission button (key the mic.)** and say, Base 1 to ______” -Fill in the blank with the person you need

Green 1 = Castle Manager Security – Sheriffs Green 2 = Castle Shift Lead Base 2 – Reception Office E1 = EMT – first aid M1 = General Manager Blue 1 = Waterpark Manager M2 = Jim Blue 2 = Admissions Shift Supervisor H1 = Maintenance Manager Blue 3 = Park Host H2 = Maintenance Shop Red 1 = Life Guard Manager H3 = Pool Maintenance Red 2 = Life Guard shift lead

Release button, wait for a response. If no response, try again up to 2 more times. • Say only what needs to be said in a clear and concise manner. This makes it easier on everyone and is much faster. • When you are finished with the conversation, say “Base 1 clear” and hang up the mic. If you don’t hang up the mic, you will hear a lot of static. • If Base 1 is called say “base 1, go ahead” * Be sure to listen for other traffic before you key the mic. You may only interrupt someone else in cases of emergency. Remember, they may have an emergency too! ** Wait 1/2 second after keying the mic before speaking.

Arcade Attendant

King Ben’s Arcade

King Ben’s Arcade is located on the main floor of the Golfland Castle. It consists of the main level and ‘the pit’ or lower level of the main floor. We have nearly 200 video arcade and redemption games on the main floor. Also located on the main floor with the arcade is the Pizza kitchen, Redemption counter and several offices and storage rooms. There are two stairwells to the second level located on opposite sides of the arcade. The elevator is located near the Castle main entrance next to the stairwell on that side of the building. Restrooms are located on the East side of both levels; each floor has both a men’s and women’s restroom.

As an Arcade attendant you will have many assorted responsibilities. You will be working mostly with the customers so you will need to interact with, inform, and assist them in the best manner possible. You will also have to clean the facility to keep a pleasant environment for the customers. And you will need to be able to fix the games.

Basic Rules for the Arcade Attendant:

• Serve guests and keep them satisfied. • Walking around the arcade and cleaning allows you to make sure no one is having game problems. • You should always have a broom and dustpan with you at all times. • Clean restrooms upstairs and down. Fill in check sheet in each restroom each time you check it. • Repair easy to fix games (coin mechanism and ticket problems). • Make sure no one is vandalizing games or other Golfland property. • Stay out of the golf room ! You may only help re-rack putters when asked. Help redemption and Laser tag ONLY when they need assistance. • Do course checks once every hour, if the golf cashier is too busy to do them. • Check the bathrooms, Putts’ Playland, and the patios for trash and unruly guests. • Check Birthday game area, for people without Birthday wristbands. Remove all non-Birthday persons. • Clean games top to bottom (when slow) • Refill ticket games with tickets at the beginning of each shift. • When asked, you must provide customers with information about Golfland SunSplash and any specials we may be offering. This will require more than just a basic knowledge of the park. • Empty ticket eaters when full. • CONSTANTLY MONITOR DINING AREA-KEEP IT CLEAN AND NEAT

Game Repair: Arcade attendants are required to repair those problems that are easy to fix such as coin mechanism problems and ticket problems. Problems such as movement, programming and all other highly technical problems are to be left for the Arcade tech. It is our job to help the arcade tech with errors/problems with games. If you must put a game out of order, write on the back of the out of order paper why you put it out of order; it gives the arcade tech a direction to go in. NEVER put a game out of order that only needs tickets. It is your job to re-fill them. If we find you doing this your employment may be terminated.

When putting a game out of order, write the following on the back of the out of order tag: 1. What you think is wrong 2. The date 3. Your PCODE

Never put a game out of order because it is out of tickets or has a ticket jam. If you can’t figure it out, ASK FOR HELP!

Cleaning When you work as an Arcade attendant you also will be doing a lot of cleaning. To start there’s the bathrooms. They need to be cleaned at least every 45 min. You will be given a Restroom Cleaning Form (Appendix D) from the shift leader; this should be posted behind the bathroom door or other designated spot in each restroom. Obviously, if you’re working the PM shift, the form will already be in the restroom. If not, ask the shift leader for one. The Restroom form has slots in 45-min. intervals that the restroom needs to be checked and cleaned, after doing so, initial the appropriate time that it was cleaned. Turn in this form to the closing shift leader at the end of the PM shift. Use paper towels or rags to clean the mirrors so there aren’t any streaks. Wearing proper protection (gloves), clean all surfaces on toilets, urinals and counters using disinfectant. Pick up trash when needed. Supplies are in the maintenance closet inside the downstairs men’s room. We have also been directed to leave all toilet seats up in every stall in all restrooms. Empty the trash as necessary and always at the end of the closing shift. Always inspect for safety and operational concerns: stall door locks, proper urinal and toilet flushing, proper faucet operation, hand dryer operation and paper towel and soap filled and operational. If the toilet is stopped up, get a toilet plunger from the maintenance closet. When you are done with the toilets leave the seats up even in the women’s restroom; this is a way of showing that it has been cleaned. If you happen to encounter, inform your supervisor. If you are cleaning a bathroom of the opposite sex, you will need to use precautions before you enter. Ask a coworker of the opposite sex to check to see if it’s ok to go in. Aside from the bathrooms everything else should be a piece of cake.

While you are in the arcade you need on your person at all times either a broom and dustpan, or a bottle of window cleaner and a dry rag. You must constantly be on the lookout for that stray piece of trash on the floor or on the games, and to wipe off the gunk that mysteriously appears on the games. You also need to wipe down the tables in the pizza area and clear them off so others may sit and enjoy their food as well. It is

16 your duty to keep up the image that people see and remember us by. So if you see a piece of gum, pick it up, and no you don’t have to use your bare hands.

If by chance you hear the stair alarm going off, this is a high-pitched noise. You need to go to the stairway located by the front entrance to the castle. Located on the right hand side when you are facing the stairs, look up and you will see a small panel with numbers on it and a red light on it. The code to turn it off is 1234, doing this should turn it off. If it doesn’t, push the # symbol, it’ll clear anything that may be in there, afterwards do the code again. After you have finished cleaning the arcade and it is in good condition. Take a trip to the patios. There is one behind the castle and one in front. In front of the castle you need to sweep all the trash and cigarette butts out of the gutters on the sides of the street. Go across the street and check the grandstand area of cars, and even walk up to the cars ticket booth looking for trash. In the back you need to wipe down the tables and sweep up, checking the whole area up to the 18 th holes of the golf courses up.

While cleaning the back patio you also need to check the play area to see if there are any children or adults that are not shorter than 4 feet tall. The only exception to this rule is if they are in the play area with their children. While there pick up all the balls that are on the outside of the ball pits and put them back. Check for things that are broken or falling apart, things that could be a safety hazard. If you encounter a safety hazard, be sure to let a supervisor know.

If during your shift you happen to encounter a vomit situation, you need to go get some gloves and the jug in the maintenance closet that has the powder in it for cleaning up vomit. All you need to do is sprinkle the powder on the vomit and the powder absorbs the liquid so all you need to do is sweep it up. Afterwards you should get some disinfectant liquid and spray it on the spot and wipe it up a little to make sure it’s clean.

If you’re extremely slow, dust off the tops of the games you wouldn’t believe how dusty they get after just one week. You may also walk the golf courses and pick up the trash on the courses and check for damages (things that are broken like lights, signs, or torn up carpeting). Watch for customers who are destroying property, if we catch them doing it they have to pay for it. You can as well sweep up the waiting area at cars, the parking lot, etc.

You can do any of these in any order you want as long as everything gets done and stays looking good, remember people don’t like places that are extremely messy. If it gets real messy, people are going to remember it and not want to come back and tell their friends not to as well. It works just the opposite as well, if everything is clean and orderly they will remember it and want to come back and bring their friends with them.

Monitoring Putt’s Playland • Check periodically for guests that are too big for the area. • Check for anything that is a safety concern

Redemption: Ticket System

We use a computer program to aid employees exchange guest tickets for prizes. The program adds and keeps track of the amount of tickets the guest has and also keeps track of the inventory of the prizes we have in stock. While working redemption please follow these steps to help ensure the accuracy of our prize inventory as well as being efficient in giving out prizes.

Prize Computers We have two computers that run our redemption system programs; they are located at the bottom shelf of the cabinets behind the redemption register labeled redemption 1 and redemption 2. Each computer tower runs on a Windows platform which hosts the redemption program. Each computer has two wireless, handheld barcode scanners that accompany it. There are two sets of monitors that have 4 colors each located above the prize counter as well as on the walls behind it. The Redemption 1 computer controls the red, yellow, blue, and green accounts; Redemption 2 controls the pink, orange, purple, and brown accounts. Each color represents a different person’s ticket account.

Redemption Software Operation Near the register, there are a group of barcodes; four of them are labeled with their specific color as well as the word “Select” or “Finish”. These barcodes correspond to the colored ticket accounts. They’re the same for each position on each system, regardless of color.(ie. the red barcode is the same as the pink). There are also individual laminated account cards to help you handle multiple accounts at once without mixing up which guest has which account. You’ll be instructed on how to use them properly. Note: all tickets must be redeemed for a bar-coded receipt using one of our four ticket eaters before they can be added to a redemption account in the system.

To begin adding ticket credits to one of the accounts, use one of the handheld barcode scanners to scan the “Select” barcode of the desired colored account barcode. After you scan the “Select” barcode you may need to scan your own badge to log into the system to begin using it. Once you have scanned the account barcode, look at the monitor at the system account you were trying to select to see if there border is flashing, if it is then you have properly selected it and you may now scan the guest’s ticket redemption receipt to add tickets to their ticket account. As you scan all of a guest’s ticket redemption receipts the system will add them to a grand total. When you have scanned them all, you can begin redeeming the account credits for prizes by scanning the barcode assigned to a given prize. If a guest changes their mind, or you make a mistake and scan the wrong barcode, you can remove the item from the account redemption list by clicking on that line item with the mouse for that computer. The computer mice are located between the dough machine and the soda machine.

Scanner Info: There are two pairs of scanners: one pair is for redemption 1 and the other pair is for redemption 2. You must make sure that each is logged into the proper computer; if you scan a barcode and the scanner beeps several times make sure the computer is on. If the computer is on, you may need to connect the barcode scanner to one of the base stations of that computer as they are, for the most part, interchangeable and communicate through Bluetooth technology. To connect a scanner to a base station, scan the barcode that is located inside the charging station for the scanner, and give it a moment to connect; after you do that it should be able to scan. Occasionally there will be times when the computer will not respond to the scanner, you may need to reset the computer(s) when this happens. Pay attention to which computer you are trying to use and make sure no one else is using it before you reset it.

Prize Barcodes: For each prize/product item there is a barcode, the barcode, when scanned subtracts the total amount of the prize from the total of the guest’s tickets. For the bins that are in the prize counter the barcode should be located on the back of the bin, it will say what the prize is and how many tickets it is. For the prizes that are hanging on the walls there is a barcode on the backside of each prize and on the back of the price tags as well. Just flip the tag up and scan the barcode. If you cannot reach the ones hanging on the walls there is a strip of barcodes taped to the counter underneath the prizes. If for some reason a barcode cannot be found, do not scan another prize of a similar amount to deduct the tickets this throws off inventory. Instead there is a binder of prize barcodes on the back counter that has a list of all prizes in the prize counter in alphabetical order.

If a there is still no barcode then go to the very last page in the book where there are number values to add up to the amount of the prize you want to deduct from the guest’s tickets. If you accidentally scan in the wrong prize simply click on the item that you would like to get rid of to take it off the screen and the computer will add the tickets back onto their total.

Prize Computer (Finish): A guest can have their tickets rounded up to the nearest 5, and once all of the tickets have been used it is time to clear the computer screen. Find the set of colored barcodes that correspond with the ticket account you are using and scan the one that says “Finish”, this will clear all transactions on the screen and log it into the computer. Any account with a remaining balance more than 5 tickets will print out a barcode receipt for the guest from the pizza order printer; less than 5 will forfeit the balance.

You can also use the ticket redemption process to consolidate multiple ticket redemption receipts onto one convenient receipt. To do this, scan in all the tickets into the computer and scan “Finish”, once this is done a receipt will print out at the pizza order printer in the kitchen with the total amount of tickets that the guest have, and they can now hold onto the receipt for another time.

Long Lines – Redemption Account Cards (RAC): Sometimes when it is busy at redemption it is hard to keep up with the amount of guests that want to redeem their tickets. It is okay to help more than one guest at a time; usually guests don’t know initially what they would like to spend all of their tickets on. You can use the time they spend deciding to help other guests. The easiest way to do this is to use the Redemption Account Cards(RAC); laminated pieces of paper with the same corresponding color and barcodes you scan to begin redeeming tickets for prizes. You’ll use these by scanning a guest’s tickets onto their colored account and then hand them their RAC. Let the guest know how it will work and indicate the screen they may look at to keep track of their balance. When a guest is ready to choose a prize, you will ask to scan their card. Make sure you scan the “Select” side to redeem their tickets. Do not scan “Finish” between cards, just scan “Select” to move to the next one. Scanning “Finish” by mistake will still print a receipt for the balance from the pizza order printer. You will need to redeem this new voucher onto a colored account to continue the redemption of the guest’s ticket credits. While not exclusive, this is the most efficient way of helping multiple guests with their tickets at once.

Display Prizes: Hanging inflatables and electronic/lighted items that are out on display are just that, DISPLAYS. Do not remove them from their display locations. The inflatables are kept in bins in the prize counter or hanging on a prize wall. Extra electronic/lighted items are kept in the castle prize storage room.

Restocking the Prize Counters/Displays: It is very important to maintain a stocked prize counter. If the prize counter is full of quality items that are organized neatly more people will be drawn to play our redemption games to win them. Likewise, if the prize counter appears empty and in disarray guests will only see it as a mess and will not be enticed to play the redemption games. Thus, it is your job to make sure you keep track of prizes that need to be restocked and stock them whenever possible. When big rushes come through, make a list of the prizes that need re-stocking and that can be easily obtained from the prize storage areas. You have immediate access to two of five storage areas: the cabinets in the golf room and the cabinets behind the prize counter. Candy is stored in the cabinets in the golf room. However, the cabinets directly behind the register contain the excess of prizes that would not fit in the bins. We have three larger storage areas you do not have immediate access to: the prize closet in the castle, the storage room in the East parking lot and the cottage on the golf course.

Getting Golf Balls During your shift as an arcade attendant you will have a number of extra chores that may be required of you. When it is busy enough for the golf attendant to not be able to retrieve the golf balls from the 18 th holes, you will be asked to get them. Here’s how you do it. 1. get the key set from the pizza office. 2. get an empty crate from the golf room, and head out to the 18 th holes 3. grab the buckets that catch the golf balls and dump all the golf balls into the crate. 4. replace the buckets directly beneath the holes 5. fill the ball machine Pick up balls that did not make it into the buckets. For the 18 th hole on course #1,you may need to get the supervisor to unlock the top deadbolt. You’ll fill the ball machine according to color and each bin only half way. If we put too many in, the balls will become jammed and will not dispense.

Things to remember Remember, when putting an “OUT OF ORDER” sticker on any arcade game, write on the back of the sticker exactly what is wrong with the game, and fill out the arcade problem sheet. At the end of your shift, place the sheet under the door to the arcade technician’s office.

While you are doing your duties in the arcade you also need to keep an eye out for customers damaging the games or any other property. Common cases are guests removing parts from the games, beating or rocking the games, or even making a mess. If you do happen to see someone damaging games, immediately get the supervisor and/or security and let them know what’s going on and they’ll take care of it. Keep an eye on them and try not to look as though you suspect something. We want to catch them at it. Also, watch to make sure guests aren’t playing in haphazard type ways, such that they or someone else could get hurt.

Cashiering

All necessary information on cashiering you will obtain through training and the cashier handbook supplement. Please review the cashier handbook and go online and complete the online training as soon as possible. It will familiarize you with the basic operations of the register system and teach you how to use the control keys. Beyond that, the buttons are specific to the station you are working.

Castle Front Gate – Arcade Mania/Special Events

The register at the front doors of the Castle serves many uses. It was originally installed to use for Arcade Mania and for a cover charge on Friday and Saturday nights to prevent loiterers from creating problems. It is still used for Arcade Mania and for certain special events. We may find the need to resurrect its use for a cover charge should our guest volume and clientele require it.

Basic Rules for Front Gate Cashier:

Serve customer and keep them satisfied. Convey accurate and concise information as requested by guests. Control access to the facility as needed/required. Watch for hazardous people conditions. Keep cashier station clean and organized.

Think of yourself as a greeter when you’re working this position; you’ll be directing traffic and answering questions about the facility especially those that are coming to the park to mini-golf.

Arcade Mania

On Saturday mornings, we have found that we’re not that busy until the early afternoon so to entice people to get up earlier and come down to Golfland, we created Arcade Mania. The video games are on free play mode and a guest pays for the unlimited use of those games for the time block of Arcade Mania. We also have an upgrade ticket that includes unlimited mini-golf and laser tag for an additional fee. The event has become fairly popular and we hope to expand it to build the business during our other slow business times.

Cover Charge

A cover charge anywhere is basically a guarantee that a guest spends a minimum amount at the establishment. Thus, there’s no one loitering or there to cause mischief, hopefully. However, we in turn give them the same amount in E-Cash or green fun money to use on anything at the park.

Lazer Knights – Laser Tag Attendant

Laser Tag is our newest attraction at Mesa Golfland. Built in April of 2000, the arena sits where there was formerly open space where one could look down into the arcade from the second story. The attraction uses state of the art laser and fiber optic technology with 4 different play options to make each game different than the last. The system itself is also portable so we can run the attraction anywhere we want. During September and October, the arena is used for a special event: The Gauntlet-Haunted House.

As with most attractions, we have opening procedures and a checklist. Please complete the checklists accurately so that the attraction can run as efficiently as possible.

Basic Rules for Laser Tag Attendant:

Serve customer and keep them satisfied. Help patrons in and out of vests. Watch for hazardous people and conditions. Keep arena and cashier station clean and organized.

Game Operations:

Game Begin: • Disperse Fog: 2-4 seconds • Turn on flood lights (motion sensor) • Invite guests into the arena • Scan guest barcode receipts/wristbands to load games • Play Instructional video. • Open hanger doors & say the following: o Please choose a vest, it goes on just like a lifejacket. o Remember your vest #, raise your hand of you don’t see a number on gun display, you need this # to get your scorecard. o Please do not come into contact with any other knights during the mission. o Please do not run, jump, or climb, sit, kneel, or lie down. • Turn on black lights. • Activate Vests with remote activator. • Turn off flood lights • Turn on music. • Fog again: 2-4 seconds.

*Remember the time remaining on the laser runner computer is the time remaining for the LAST vest activated. This means the game will end for the first vest activated BEFORE the time runs out. This is another feature of the system which allows us to stage games.

While Game Is Running • Help any customers that are waiting at the cashier station if you are the only attendant. • Check to see if there is anyone from a birthday party is looking for one of the birthday hosts. • Walk around the arena to make sure everyone is following the rules when you’ve helped everyone at your cashier station.

Game End:

- Turn Music Off (pause it) when the first few guests return to the vesting area and turn on the flood lights - Say the following: Please clip your gun to right side of your vest (ask anyone if they need help finding the clip). Please remove your vest and place it carefully on a rack. Remember your vest number to get your scorecard outside. Thank you for coming to Lazer Knights, please exit to retrieve your scorecard from the front desk. Your number will be called out. - Close hanger doors & turn off ALL lights.

Intro. Video Monitors and Digital Media Player:

There are two TV’s we use to play the intro. video; one on the inside of the arena above the vesting area and one outside on the wall in the waiting area. They both receive the same video signal from the digital media player. They also use the same remote control to turn them off or on. They both receive the A/V input so make sure the TV input setting is set to the AV input.

The digital media player is very simple. There is an on off button on the rear, right of the unit and it is set to auto play. You can use the controls on top to navigate or restart the video. Feel free to play with it to understand how it works. There are 6 buttons: ENTER, back, up, down, left and right. The video file is stored on an SD card inserted into the unit. DO NOT disturb or remove the SD card or you may be terminated.

Staging

The laser runner system allows for staging of games because each vest has it’s own game time. This allows us to have a game running and for us to get another group ready at the same time. You can let the second group in whenever they are ready to go provided that the age difference of one group will not affect the game play of the other. You will play the intro. video for the second group outside of the arena so as not to disturb the game play of the group inside. When the players from the first group have finished their time, you would help them remove and rack their vests without the use of the flood lights so as not to disturb the game play of the second group. Staging takes practice and experience. We may schedule two staff members should the attraction volume require that we begin to stage games.

Laser Tag Opening and Safety Checklist – Appendix X

Each vest needs to be evaluated daily to determine if it is functioning and has all of its necessary parts. We also have you inspect the arena for safety. Everything is outlined on the safety checklist. You will be trained on the specifics but you may always ask questions should you have any.

September – October Operations

We have a Haunted House at Golfland during the month of October. The attraction is built inside the laser tag arena. We use the month of September to build it which is why the arena is closed for laser tag for both months. We still have laser tag games but the games are played either in the main arcade downstairs or over in Windjammer pavilion at SunSplash. The system is made portable for those two months and is easily moved when needed.

This is a screen shot of the laser tag program during normal operation.

Bumper Boats

The bumper boats are located on the far East end of the facility on the other side of golf courses 2 & 3 adjacent to the maintenance shop. This is a popular attraction during our warmer days though we usually close them down between the end of November and the middle of March. We have both gas and electric powered units. The electric units also have water shooters on them which add an additional level of fun and excitement on the ride.

Basics for Bumper Boats:

Serve customer and keep them satisfied. Help patrons in and out of boats. Watch for hazardous conditions or guests

Customer Guidelines:

People with the following conditions should not participate: - Heart conditions - Neck and back problems - Pregnancy - Anyone assumed to be under the influence of alcohol, drugs, or any controlled substance will not be permitted to participate - Those with impairments that would prevent them from holding on, sitting upright, having manual dexterity, or having the proper mental or physical characteristics to safely operate the boat

- Guests should remain seated until an employee can assist you out - Guests assume the risk of injury and liability - Maximum 2 persons\275lbs per boat - Passengers must be at least 40” tall and possess sufficient upper body control to ride in the boat - You must be at least 18 years old to have a passenger - Guests should remain behind the red line until an employee helps them into the boat - If your boat stops, remain seated and raise your hand

Anyone assumed to be under the influence of drugs or alcohol will not be permitted to ride. Golfland is not responsible for lost items or items that become damaged with water

Anyone who fails to adhere to the posted rules or poses a safety risk will be removed from the attraction and no refunds will be given

Opening Procedures: - Place patio Bumper Boats sign in a visible position on the patio. - Get moneybag from supervisor, count it, and fill out over-ring sheet. - Walk out to boats with shift leader & open all gates, doors, locks. - Put money in register. - Turn on electrical breakers, waterfall, water mine, effects breakers, and hang Life Vests on hooks • Remove boat security line from boats. - Make sure “Sheppard’s crook” and ring buoy are hanging properly. - Complete safety checklist. - Fill all boats with gas. - Open for business.

**At sundown turn on lights

Closing Procedures:

- At closing time, stop selling rides and let the last group ride. - Turn off all motors. - Turn off fountain, water mine, effects breakers, lights and air pump - Bring in Life Vests - Run security line through boats. - Call supervisor to drop drawer and lock up the boats, doors & gates. - Bring in “Bumper Boats” sign to the area near the patio doors. - Give moneybag to supervisor or get counted down by revenue.

Ride Operation: o Make sure the squirters on the electric boats are disabled o Be aware of how much fuel is in the gas powered boats o Let as many guests into the docking area as you have working boats. Keep working boats separated from non-working boats o Have each guest pick a boat and board it if they’re comfortable o Launch each boat taking care of your own safety o Begin timing sequence o Make/Play safety announcement o Activate squirters, weather permitting

End of Ride: o Make/Play end of ride announcement o Deactivate water squirters o Tether down each boat with dock hooks and help guests de-board o Thank each guest for coming as you help secure their boat

Bumper Boat Lagoon Safety Announcement

Hello and welcome to the Bumper Boat Lagoon. For your safety and the safety for others, we have the following rules and guidelines. Please remain seated at all times. Please allow the attendant to start and unhook your boat. To steer the boat, point the front of the motor in the direction you want to go. After your ride is over, please remain seated until the attendant has hooked your boat securely to the dock. Thank you and enjoy your ride.

Bumper Boat Lagoon Docking Announcement

“May I have your attention please, your time is up and your ride is now over. Please steer your boat to the dock and remain seated until the attendant helps you out. Thank you for choosing Mesa Golfland and enjoy the rest of your visit.”

Boat Docking Procedures

Carefully hook the boat to the dock. Place foot on the boat pulling the boat towards the dock. Keep foot on the boat to keep it steady while offering to help guest(s) out of boat.

Things to do when slow: • Wash boats • Clean ticket booth • Sweep out boat house • Check boats for problems and tag for maintenance • Clean waiting area • Skim pool for debris and golf balls

Bumper Boat Lagoon Rules:

1. Do not tamper with the P.A./ stereo system. 2. No food or drink in the booth. Water in thermoses or drink coolers is allowed. 3. Assist customers in and out of the boats in a safe manner. 4. Keep gas tanks filled. Never fill with gas while the motor is running or hot, or while the customer is in the boat. 5. Wipe clean any spilled fuel immediately. 6. Tag all boats that are not working. 7. Do not tamper with parts which may increase the speed. 8. Do not run bumper boat motors in an enclosed area. Exhaust gasses contain carbon monoxide. This gas can be deadly when inhaled. 9. Check that all nuts, bolts, screws, and fittings are tight.

Bumper Boat Lagoon Safety:

Safety is the number one priority at the Bumper Boats Lagoon. All gates must remain closed, except when in use. All boats must be in top working condition at all times.

** Take precautions against fire. A fire extinguisher should be readily accessible when the boats are in operation. The fire extinguisher is located directly left of the office door in a glass case.

• Do not allow anybody in the water while bumper boats are running. • Do not allow anybody in the fenced area while bumper boats are running. • Unusual or excessive noise should be checked immediately. • Maximum rider weight is 300 pounds. • NO SMOKING is allowed while in or around the bumper boats. • Standing in boats is prohibited. • Ask each person if they understand how to operate the boat before unlatching them. Never allow people lacking proper instructions to operate the bumper boats. • Persons who are pregnant or have experienced back, neck, or heart problems should not use bumper boats. • To operate boats you must be at least seven years old and over 44” tall. • Adults over 16 years of age or legal parents are the only people allowed to take a child that doesn’t meet the height and age requirements as a passenger in a boat.

Fire Extinguishers – See in Fastcar Raceway Chapter

Fastcar Raceway

The Fastcar Raceway (L’il Indy Raceway) is located across the street from the castle and has an adjacent parking lot. This attraction was built in 1991 and has been a popular attraction at Golfland ever since. Over the history of operating the attraction, we’ve learned and implemented the safest operating procedures in order to minimize accidents and injuries for both our guests and employees. The primary goal out at cars is SAFETY above all else. The race cars are motor vehicles and, under the right circumstances, could cause temporary or permanent injuries to both our guests and/or staff. You must maintain the safety of yourselves and our guests at all times.

The Basics

• Serve customer and keep them satisfied. • Help guests in and out of vehicles. • Watch for reckless or dangerous conditions. • Keep area station clean and organized.

SAFETY

Safety is the number one priority on the track and in the pit. We’re repetitive on this point because it is so important. Safety even comes before customer satisfaction which can cause many customer service issues requiring the aid of your shift leader or manager. For safety and security, remember, all gates must remain closed, except when in use. The pit area must be kept clear of excessive dirt and debris. All cars must be kept in top working condition when in use. Any problems/issues with a car or its performance must be written up on a tag slip, and the car must be taken out of use and/or put in the maintenance area.

To tag a car: 1. Get a tag slip from the ticket booth. 2. Fill out the tag slip: the car number, your name, the date, and write out the problem. 3. Attach the tag slip to the steering wheel of the car.

Employee Safety 1. Employees must keep off the track while a race is moving. 2. Keep behind safety barriers whenever possible. 3. Do not open pit gate wile race is moving. 4. Do not ride on the back of any car 5. Do not touch any part of the engine other than the choke, it gets very hot. 6. Make sure fire extinguishers are charged and in their designated location 7. Use the safety devices given to you: lights & sirens, whistle, stop/slow signs 8. Do not stand in a car when moving it, sit in the car to drive it

EMPLOYEES WHO ARE INJURED DUE TO THEIR OWN NEGLIGENCE OR ALLOW OTHERS TO BE INJURED DUE TO THEIR NEGLIGENCE WILL HAVE THEIR EMPLOYMENT TERMINATED.

Patron Rules

• Minimum driver requirements o You must be at least 4’10” (58”) to drive the go cart o All drivers must wear appropriate footwear o Drivers must wear seat belts at all times o all loose clothing and long hair must be tucked in and secure o You must be at least 18 years old with proof of age to drive a passenger

• Minimum passenger requirements o All passengers must be at least 40” tall, 3 years old and 45 lbs. o Must possess ability to sit upright o Passengers must wear a safety belt at all times

• People with the following conditions should not ride: o Heart conditions o Neck and back problems o Pregnancy o Those with impairments that would prevent them from holding on, sitting upright, having manual dexterity, or having the proper mental or physical characteristics to safely operate the go cart o Guests with diminished mental or physical capacities may ride at their own discretion as they or their caretakers should be the ones to determine their ability to participate safely. You must be careful to enforce the rules equally for all and remove these guests only when they become a safety risk to themselves or others.

• Anyone assumed to be under the influence of alcohol, drugs, or any controlled substance will not be permitted to participate • Participants assume the risk of all injury and liability • No bumping or reckless driving will be tolerated • No smoking within 100 feet of the track area • Only drivers and passengers are permitted in the pit area • All go carts are set to regulation speed and may not be tampered with • We are not responsible for lost, damaged, or stolen property • All riders must exit after each ride • No food or drink permitted in the track area

Any driver who fails to adhere to any posted rule, safety device or poses a safety risk to any employee or guest will be removed from the track and no refund will be given

Fastcar Race Track Rules

• NO CAR IS ALLOWED ON THE TRACK UNTIL YOU HAVE WALKED AND INSPECTED THE TRACK. • NO CAR IS ALLOWED ON THE TRACK UNTIL THE SAFETY CHECKLIST HAS BEEN COMPLETED FOR THAT CAR. • When re-fueling cars, engines must be shut off and no customers are allowed in the pit area. (Any employee not following this rule will be suspended for a minimum of one day and will be put on probation). • When flagging in cars, the pit assistant must put a minimum of two orange cones on the track. They will also stand in the protected guardrail area with a slow/stop sign, and NOT in the middle of the track. • No guests are allowed in the cashier booth. • The safety announcement must be played (or read in the event that the recording is not working) before EVERY race. If you don’t take the announcement seriously, our customers won’t either. • No food or drinks in cups or pitchers are permitted. Water kept in thermoses or drink coolers is allowed. • NO CUSTOMERS OR OFF-DUTY EMPLOYEES ARE ALLOWED TO STAND AND/OR LOITER WITHIN THE CAR AREA FENCES. • WHENEVER THERE IS ANY MOVEMENT ON THE TRACK, THERE MUST BE A TRACK CAPTAIN IN POSITION!

OPENING

• The track captain will check out the keys and get the stopwatch, checklists, and slow/stop signs. The supervisor will walk out both attendant(s) to unlock everything. • Only the track cashier is allowed to get the money for that shift. • You’ll open the sliding gate by the ticket booth first. Make sure you replace black lock with the smaller lock so you can open and lock the gate. • Make sure the shift leader opens the booth, and all gate locks for you. You’ll use the smaller lock from the exit turnstile to lock and open the guest entrance gate. • Install fire extinguishers into positions • Fill the fuel tanks in all cars (make sure there’s gas in the rolling tank too). • Inspect the track and containment rails while walking the track. • Complete your safety checklist/maintenance log. • Check all cars to see if any have been tagged already. • Pull all tagged cars out of the line and put in the garage area to be fixed.

Opening Ticket Booth

• The track cashier will get the money for the shift from the shift leader or revenue clerk. • Count the money and fill in the over-ring sheet in presence of shift leader or revenue clerk. Put the till contents in the register drawer. The till is the sole responsibility of the track cashier. • Remove the boards from the windows. • Turn on the power for the register and amplifier under the register.

Opening Track Captain Position

1. Get the equipment from the cars ticket booth: car controller, microphone, and place fire extinguishers at designated areas. 2. Plug in the car controller. 3. Plug in the microphone. Find the position that is most comfortable for you and leave it there. Do not grab the microphone each time you use it. All you need to is press the red button and speak into the microphone to use it. Constant adjusting of the microphone wears it out. 4. Check to make sure you have power in the track captain booth. If there is no power, contact the golf room.

ALARM WIRES

The alarm wires are the long wires that run through each line of cars and attach to a contact point at each end of the pit. These wires are sensitive. Do not pull or tug on these wires.

Removing Alarm Wires: 1. Take hold of the metal crimp at either end of the wires, which is connected into the contact point, and gently pull out of the contact point. 2. The metal crimp will slip out of the contact point. 3. Pull the wires until each wire is completely free removed from each car. Do not roll the wires up. Store them along the West side of the track on top of the tires adjacent to the pit exit.

RE-FUELING

To re-fuel the cars will take at least two attendants. • Make sure that there are no guests in the pit. • ALL ENGINES IN THE PIT MUST BE OFF DURING THE FUELING PROCESS. • Remove all gas caps. (Prop up vehicle body(s) where necessary). • One attendant will pump the gas by turning the crank. • One attendant will fill the gas tanks and watch the fuel level ensuring that the tanks are not over filled and no spillage occurs. The proper gas level has been reached when the gas is one (1) inch from the top. DO NOT OVERFILL. • When finished, replace the gas caps making sure they’re secure. • When the portable tank has been taken out of the pit, the cars may be restarted and racing or double staging resumed.

There is no set amount of time that it takes to re-fuel. Do NOT inform patrons that it will take a specific amount of time. You MAY tell them,

“It depends on how empty each tank it. We will complete it as soon as possible.”

STARTING CARS

Each car is equipped with a kill switch at the back end of the car.

To start:

• Flip the red kill switch to the ON position. (DO NOT USE YOUR FOOT!!!)

• Move the choke lever toward yourself.

• Grab the starter rope on the side of the engine & pull hard. (Be careful some ropes will yank back hard) • When the engine starts, move the choke lever back. • If the engine doesn’t start after the first few pulls, move the choke back and continue pulling the starter rope.

*If there is cold weather follow these instructions • Get the lift jack and position the lift jack under the bumper rail at the rear, driver side of the car and push the bar down; this will lift up the back end of the car. • Once the engine is started, let the engine idle for 30 seconds before lowering

CHECKING TIRE PRESSURE

All of the tires on the racecars must be inflated to 40 pounds of pressure at all times-- NO MORE, NO LESS!

SAFETY CHECK LIST/MAINTENANCE LOG

The Go Kart safety Checklist must be completed on each car before it is let out on the track. NO EXCEPTIONS! Cars not passing any one of the points on the list are to be tagged, and noted on the Go Kart Maintenance Log. At the end of each operating day, the Maintenance Log must be left in the cashier booth for our mechanic to find during the current or the following day. At any time during the operating day, a car may become unsafe for our guests. When this happens take the car out of rotation and write it up and tag it.

REMEMBER: YOU ARE RESPONSIBLE FOR THE OVERALL SAFETY OF YOURSELF AND GUESTS AND EVERY RACE CAR ON THE TRACK.

CLOSING

The first area to be closed will be the ticket booth. After considering all the pertinent factors, including the number of available cars, the weather, and customer flow, the cashier will close the ticket booth when the time required to handle the existing line of customers equals the time remaining until closing. Thus, the correct time to close the car cashier position will vary from night to night. The underlying principle is to maximize the number of customers served safely and properly.

Closing the booth is as simple as re-installing the window boards (outside and inside).

Upon finishing last run:

- Have all customers exit the cars. - Line up all cars in the pit area. - Shut all the cars off and re-fuel all the cars. - Move the line of cars towards the back of the pit. - Put any cars that have been tagged for repairs, and all doubles in the front of the pits so they may be easily removed when needed the following day. - Put the gas tank in the pit area. - Stretch out the alarm wires along each row of cars. - Feed the wires through the hooks of each car and the gas tank. - Plug the end of the alarm wire into the contact point. - Lock the entrance gates. (supervisor) - Bring the car controller, microphone, orange safety vests, Stop/Slow signs and fire extinguishers into the ticket booth. - Supervisor or Revenue clerk should be called to clear drawer. - Lock up the ticket booth. - Lock all the gates. - Bring in slow/stop signs.

THINGS TO DO WHEN SLOW

- Wash & Wax or dust off cars - Clean ticket booth - Sweep out the pit - Check cars for problems and tag them - Take stickers, gum, and other things off benches - Clean waiting area - Clean parking lot and track grounds - Take out trash to dumpster.

IN CASE OF FIRE

• Stop all track movement if necessary and SAFELY evacuate guests from vehicles and/or pit area in an orderly manner away from the fire. • One attendant should call the golf room and inform them of the situation. The other attendant should grab a fire extinguisher and follow proper extinguishing procedures.

REMEMBER, THE SAFETY OF OUR GUESTS AND EMPLOYEES TAKES PRIORITY OVER TRYING TO SAVE ANY OF OUR CARS AND EQUIPMENT.

IN ANY CASES OF FIRE, THE FIRE DEPARTMENT MUST BE NOTIFIED!

FIRE EXTINGUISHERS

Fire extinguishers are used any time there is a fire. Fires are to be put out as quickly and safely as possible. There are to be 8 fire extinguishers on the track at all times that cars is open. One on the mobile gas tank, one on the north end of the pit area, one on the south end of the pit area, one at the track captain’s position, one on the north curve, one on the south curve, one on the west entrance to the tunnel and one on fence adjacent to the stationary gas tank.

Starting a race:

Note how many double cars and single cars are available for the race.

Open the entrance gate and retain each guest’s receipts as they walk through the turnstile. Make sure you know how many single and double riders you have as you let them in and only let in what you have enough cars for.

Check that all guest meet the proper height requirement again as they enter the pit. Make sure passengers meet the new passenger requirements

Direct guests into the cars and assist them with their seat belts as follows;

When all belts are checked and secured properly, and the track safety dialogue is finished, contact the Track Captain and start the race by pulling the pin in front of the row of cars. When the last car of the new race has left the pit, replace the pin.

**If double staging, ask the drivers from the former race to stand and exit the pit area.

During a race: • Remember, cars must be stopped when any attendants are on the track. • Clear accidents and spinouts quickly and safely • Watch for hazardous drivers, and discipline/remove drivers when necessary • Cashier and/or pit attendant move up any unused cars

Ending a race:

• Track captain signals for cashier/pit to go to the pit entrance & be ready for the cars to stop. • When the cars are stopped, open the pit entrance gate. • Put at least two orange cones on the track directing cars into the pit. • Directs cars back into the pit or to front of pit for doubles

Once all the cars have entered the pit: • Close the pit entrance gate. • Remove cones from track. • Proceed to the front of the pit and ask drivers to stand up.

If double staging: • Before letting race 1 stand, pull the restraining pin in front of the next line of cars for race 2 to exit and begin their race. • Once all cars have left the pit for race 2, replace the restraining pin. • Directs guests from race 1 to exit their cars and then the pit. • Load the cars for the next race.

To load cars during busy times (Double staging):

Move the tires and cones behind the line of cars to be loaded.

Once the track safety dialogue is finished, and all seatbelts are properly secured and checked, wait for the other line of car to return to the pits, closing the pit gate after the last car has entered.

Once the pit gate is closed, and with the Track Captain’s approval, pull the pin in front of the row of cars and allow the new race to begin.

When the last car of the new race has left the pit, replace the pin, and ask the drivers from the old race to stand and exit the pit area.

Repeat this process until Double staging is no longer needed.

If there are customers going in double cars and the double cars are set-aside at the front of the pit area, proceed to the front of the pit to assist them in seating. Move the double cars from their parking area to just in front of the first car in the pit. Then have the customer be seated in the car. The proper parking area for doubles is in the maintenance area, not along wall in front of pits!

NEVER STOP DOUBLE CARS ON THE TRACK-- TO PIT: HAVE THE CUSTOMER PULL THE CAR TO THE FRONT OF THE PIT AREA, AND PUSH THE CAR BACKWARDS IN FRONT OF THE ROW OF CARS.

MAKE SURE THAT ADULTS GOING IN DOUBLE CARS WITH CHILDREN DO NOT ALLOW THE CHILDREN TO DRIVE THE CAR.

CASHIER:

• Complete Safety checklist • Sells Rides to Guests • Assists Guests with questions • Plays (or reads) safety announcements • Assists in checking safety belts • Assists in re-fueling cars • Assists with the pitting process

The main responsibility of the cashier is to sell rides to customers. The cashier must give the customer a receipt after receiving payment.

While selling, the cashier will also monitor the following requirements:

Checking if a guest meets the height requirement(s) is a primary responsibility of the cashier. Drivers must be 4’10”(58”) tall. Passengers must be 40” tall, be at least 3 years old and weigh at least 45 lbs.

The cashier IS the pit attendant on most shifts. Only when we are planning on being very busy will we schedule a pit attendant.

Moving Cars Forward

It is important to be safe when moving the cars forward. You can push the kart forward from outside the kart using your own power or you can drive the car forward using the karts’ own power. If the kart is on and you want to drive it forward you must sit in the seat and drive it forward. It is unsafe to stand in the card to drive it forward.

Track Captain • Complete safety checklist • Controls cars both on the track and in the pit • Assists clearing accidents and spinouts • Watches for hazardous drivers, and disciplines drivers when necessary • Starts and pits safely • Assists in checking safety belts • Assists in re-fueling cars

The track captain is the lead at cars and is responsible for how the races run. The overall job of the track captain is to ensure a safe and fun ride for every guest. To accomplish this goal, the track captain must monitor all the cars on the track and in the pit.

Routine Accidents If an accident or spinout does occur, slow all the cars on the track & turn on the red lights and sirens. Stop the timer. When all of the cars have stopped, or have slowed down considerably, proceed out onto the track to clear the accident or spinout. Then return to the track captain’s position and restart all of the cars on the track by pressing the Start button. Turn off the red lights and sirens and announce, “Thank you, you may go.”

To monitor the duration of each run, do the following:

• As the last car leaves the pit on each run, start the timer • When the time is up for each run, signal the pit assistant by flipping the siren on and off for a moment. • Tell all cars to come to a complete stop then read the end of ride dialogue. • At the end of the dialogue, the pit should be open, allow the cars to proceed SLOWLY into the pit. • Once the cars that have entered the pit have stopped, return the cars to full power.

End of ride dialogue

“May I have your attention please? Your time is up and your ride is now over. Please enter the pit slowly, do not bump the car in front of you and for your safety, please remain seated until we ask you to stand. Thank you for choosing Mesa Golfland, and enjoy the rest of you stay. You may now go.”

Track captain bumping dialogue

“This is just a friendly reminder that there is absolutely no bumping or reckless driving on the track. If you are caught doing so, you will be asked to leave and no refunds will be given. Thank you and enjoy your ride.”

Warning for car number XX, there is no bumping or you will be removed from the race. 48

Kartrol Controller A remote control unit is used by the track captain to safely monitor a race. Each car has a corresponding number on the car remote keypad. When you power on the unit, you will answer the prompts: Track 1, Stop, Go=Gas, Stop, Stop, Stop

To return the car to full power , press the GO button.

To slow all the cars for the end of a race , press STOP , When stopping all cars, you must turn on the red lights and sirens. The sirens and red lights MUST remain on as long as any attendants are on the track!

To return all cars to full power, press the ALL START button.

When all the cars have left the pit area, the track captain will monitor the cars as they proceed around the track. The captain will watch for two things: • spinouts and accidents; • hazardous drivers • use safety announcements to control race

Our main concern is with hazardous drivers because hazardous drivers cause most accidents. Hazardous driving is defined as the following: drivers bumping other cars unnecessarily, drivers cutting off other cars, drivers purposefully running into other cars, and drivers not paying attention to their driving. Any drivers not following all the rules are considered hazardous drivers and are then removed from the track because they are a danger to themselves and others.

To remove a driver from the track:

• Call the ticket booth and talk to the track cashier or to the pit assistant. • Tell them the car number, the color of the car, and the reason the driver is to be removed from the track. • As that driver approaches the pit entrance, shut that car down and let it coast towards the pit exit. • The driver will be removed from the track there.

You may not always have the opportunity to eject a guest in the aforementioned manner. In more extreme situations, things get volatile and you may have to stop a race entirely and escort a guest off the track. No refunds will be given to any customer that is removed from the track due to not following the rules.

PLAYING OR READING THE RULES:

The cashier will also play (or read the announcements in the event that the P.A. system is not working properly) the safety announcement to the newly loaded customers. The cashier will stop selling momentarily to play/read the safety announcement then resume selling. Also, when the cars are pitting, the cashier will again stop selling and play/read the pitting announcement.

TRACK SAFETY DIALOGUE

Welcome to Golfland’s Fastcar raceway. For your safety we have the following rules and guidelines: As an additional safety feature at this track a remote control device is attached to each vehicle. To encourage safe driving habits and to reduce speeds during accidents, you may find your engine has been shut down to an idle. These are not bumper cars! Anyone caught bumping or driving recklessly will be removed from the track. Also, avoid contact with the guardrails and Golfland employees. When seated, fasten your safety belt tightly at your waist and then tighten your shoulder restraints. An attendant will help you make sure your seatbelt is positioned correctly. Please take a moment to find the break, it is on the left hand side. The gas is on the right. If you spin out or stop, stay seated and raise your hand; an attendant will be with you shortly. While driving, if the red lights and sirens turn on, please stop and remained stopped until they turn off. Once your ride is over, please enter the pit slowly, do not bump the car in front of you, and for your safety please remain seated until we ask you to stand. Anyone not obeying these rules will be asked to leave and no refunds will be given. Thank you and enjoy your ride.

No revving dialogue Please don’t rev your engine in the pit area; it causes damage to the engine. Thank you.

Entering pit dialogue Please enter the pit slowly, do not bump the cars in front of you and remain seated.

PIZZA

The pizza kitchen is an integral part of the Golfland operation and has been since the Castle opened in 1983. In addition to pizza, we serve sub sandwiches, certain fried foods, funnel cakes and ice cream. The diversity of our products is always changing from the removal of products that don’t sell to the addition of brand recognized products like Icee and Iceberg shakes. Our goal is to provide quality products that guests will want to purchase and enjoy whenever they visit.

As with everything else, safety is our number one priority. In the pizza kitchen food safety is paramount. As previously mentions, Maricopa County requires that all food service workers obtain a Certified Food Handler’s Permit*. Obtaining the permit ensures that you have a basic knowledge of what it takes to keep the food we serve safe to consume by our guests. The County also requires that there be a Certified Food Manager for the operating permit to be valid. If we do not meet the requirements of a food safe kitchen, our permit can be suspended or revoked. It’s very easy to keep our kitchen food safe but it’s a TEAM effort.

The cleanliness of our kitchen is ground zero for keeping food safe. Washing your hands several times throughout your shift will become habit. We also provide gloves to prevent direct contact with the Ready To Eat (RTE) food product. We wear gloves because our guests can see most of our food preparation area. Think of it as a fish bowl and we’re the fish. Everyone can see anything and everything we do. Be mindful of this as you prepare food for our guests.

Opening & Closing Procedures/Checklists

There are opening and closing checklists to help you to not forget anything.

Job Duties All of the positions in the pizza kitchen are collectively responsible for maintaining the cleanliness and organization of the area. As such, you are collectively responsible for the accurate completion of opening and closing checklists. The checklists are there to help you remember everything that NEEDS to get done for your shift AND the shift after you. Failing to plan accordingly may result in the failure of the on-duty team but may also affect how successful the next shifts’ team will be. Don’t drop the ball for the next team! • Reports to Pizza Lead and/or Castle Lead • Maintains highest levels of cleanliness and food safety • Take food orders quickly and efficiently with every attempt at up selling. • Prepare consistent, quality food items quickly and efficiently. • Inform shift leader(s) of any items we are low on including till drawer change NOT when you’re out. • Completes checklists accurately. • Leaves kitchen and product supply as you would like to find it; clean and stocked. • Keep busy, clean EVERYTHING. Don’t ever just stand around. Runner We schedule a runner when we expect to have a large volume of guests purchasing food items, especially beverages. Drink orders can be easily filled by a runner for all 3 cashiers. This lets the cashiers spend their time cashiering instead of filling beverage orders; you can have their beverage orders ready by the time the cashier has tendered the sale. The runner is not prohibited from helping out with maker or dishwashing duties. The runner reports directly to the on-duty Pizza Lead.

Dishwasher We schedule a dishwasher when we expect to have a large volume of food orders and/or a good number of birthday parties. We only have room for the wares that we have but our volume can often exceed that and we have to turn over those wares to be able to serve food and beverages later in the day. The dishwasher is not prohibited from helping out with maker or runner duties. The dishwasher reports directly to the on- duty Pizza Lead. Proper dish washing guidelines must be followed as outlined by the County Health Code and any Golfland specific guidelines. We have a 3-compartment sink for dishwashing. The washing water must be hot enough and have enough dish detergent/sanitizer to enable proper and effective washing or sanitizing.

Note : Do NOT use the hand wash sink for any ware washing or disposal of liquid product. The hand wash sink is for hand washing ONLY.

MAKER We schedule a maker when we expect to be busy enough where we need more than a cashier to take and fill/prepare food orders. A maker will be the primary order filler and the cashier will help when not taking more orders. The maker is not prohibited from helping out with dishwashing duties or other areas such as redemption. The runner reports directly to the on-duty Pizza Lead.

Cashiers The cashier is responsible for taking and filling orders & accurately managing their till drawer within accepted parameters. The cashier is the point person for guest service in pizza as they interact more directly with the guests than other positions. Excellent guest service is crucial followed up by a quality product prepared and served in a timely manner. Less than 50% of our guests will visit the pizza kitchen and with those guests, we’ll never get a second chance to make a first impression so it must be GREAT!

Storage Everything must be stored at least 6 inches off of the ground to prevent dirt contact, moisture damage and rodent access. This includes all food products, service items such as plates & utensils and boxes containing food products or supplies. We have several different storage areas but primarily everything is in the kitchen and the pizza office. Remember three (3) things for food storage; 1. Date and label everything . Many food products have a shelf life that determines when we must throw it away if we don’t use it. For instance, lunch meat only has a shelf life of seven (7) days when the original packaging is opened. We date the bag with the date that we open it and if it’s not used in seven days, we throw it away; except cheese. Also, everything must be labeled so we know what it is; especially containers including squirt bottles, jugs, etc. Even if it contains water, it must be labeled. 2. Everything has a place and everything in its place. We have a designated spot for everything. It may not be the same place when we’re operating as when we’re putting things away but there still is a place for everything so we can maintain a high level of organization. 3. FIFO – First In, First Out: this refers to inventory of food products - older product must be rotated so that it is used first and incoming, newer product should be used only after the older is used. We use “Use First” stickers to help us keep track of many items so that we use the older product first. There are also day/date stickers we use to date food products. Perishable food items are stored in our refrigerators and freezers. Our largest is the walk-in. The walk in is a refrigerator. Items that must be kept frozen cannot be stored in the walk in for obvious reasons. You’d be surprised how often staff makes this mistake which is why we mention it. The walk in primarily stores our pizza dough rounds and takes up most of the space. Defrosted soft serve mix takes up an additional large amount of space which leaves the rest of the space for backup produce and other food items that require refrigeration. Our make tables are also refrigerators. They store the food products that are ready to use and require little or no preparation. Additionally, we have three freezer units: one two-door, one three-door and one two door upstairs in the birthday/day camp area. The three-door and the upstairs unit are for the backup and infrequently accessed items. Our primary use freezer is the two- door in the kitchen. Frozen foods are taken out of the backup units, portioned out if needed and put in the two door freezer to be ‘Ready to Use’ or in a refrigerator to thaw for use. Our make tables have storage on top for quick access and underneath for our backup and infrequently accessed items. Remember these are refrigerators and the top sections have lids to keep in the cold when they are not being used. Please use the lids when we’re slow enough to do so. Also, all of the space in the top portion must be filled with containers. We often put empty bins in just to make sure the space is filled up. This helps the refrigeration unit work more efficiently. These food storage units are very expensive and we would like to get as much life out of them as possible but we mostly want them to work well for food safety. This is up to you. Please make a conscious effort to always close the doors of these units behind you to keep the food products at the proper temperatures. We ask that you even check them as you go by them just to make sure they’re closed; it’s that important. 54

We sell MORE than just Pizza and Soft Drinks. Sub Sandwiches We have added this healthy option to our menu that is more desirable for parents that might order a pizza for the kids but wouldn’t partake of the pizza. It is a valuable upsale tool when you have guests looking at the menu but can’t decide what to get. We added sandwiches to our menu after finding how well they did when we added a Subway to the waterpark. While the castle doesn’t have room for a Subway, we came up with our own way of making quality sandwiches

Sandwich orders can be time consuming at first but you will build your expertise and speed as you become more acquainted with the process.

Snack Items For guests looking for their favorites, we sell pretzels, nachos, churros cookies and chips.

Fried Food Options French fries, mozzarella sticks, jalapeño poppers and chicken strips are staples in any restaurant that caters to kids…and we do too. We also have a funnel cake fryer for guests looking to satisfy their sweet tooth.

Iceberg Golfland is very lucky to have our own Iceberg franchise. We sell the large milkshakes that Iceberg is known for in addition to floats and ice cream cones.

Food Prep. We do a lot of food prep. and have different ways of doing it depending on the season or day. You’ll prep sub and pizza toppings more often during busy times than slower times. We have to be extra careful during slower times to make sure that we don’t run out of ready to use product. For example:

Deli Meat & Hot Dogs: The sub deli meat & hot dogs can be stored in the freezer indefinitely because it comes in a sealed package. It must be thawed out to be useable. We need to make sure we have thawed meat to use when we run out on the front line. Once we open the factory sealed package, we have seven (7) days to use it before it MUST be discarded; the day you open it is DAY 1. We discard the original packaging, re-bag it to keep it fresh and date the bag to track its expiration date. Always put the discard date NOT the date you opened it.

The meat packages have a lot of product in them. During slower times of year, we may not use all of the product before it expires. We would like to maximize the yield of the product we buy so during slower seasons, we’ll take half of a new package and re-freeze it to suspend the 6-day expiration period until we thaw it again. When you re-thaw the re-frozen package, re-bag and date it so that we start the remaining 6 days with the correct date. Remember: the meats must be kept at 40° and re-frozen immediately when opened to prevent time/temperature abuse.

In the prep-table, we keep all MEATS IN METAL. There are designated inserts that are metal instead of plastic. Make sure you use the right one for the right product.

Sub and pizza produce/toppings: We buy our products in bulk, including our produce. We prepare enough to use the day of and more for back up. Lettuce, onions, tomatoes and green peppers need be washed and/or sliced to be ready to use. We generally don’t use all of what we purchase before it goes bad because we just don’t serve enough. Don’t feel bad about throwing bad product away; produce is inexpensive and very perishable and we account for it in our costs structure. These items must be prepared correctly. We do not slice peppers, onions or tomatoes with our kitchen knives. We have equipment that does this for us quite easily and ensures that we have a consistent product. There is a wheel slicer for the onions and peppers as well as a tomato slicer. The slicers must be cleaned after use. Be very careful when handling the slicers, the blades are VERY sharp.

Cheese We use pre-sliced cheese for our sub sandwiches and doesn’t need to be dated because cheese generally doesn’t have a shelf life unless it molds completely or gets too dry to use. If there is a little mold on the cheese, we cut it away and discard the molded portion. Cheese IS mold so it’s still safe to use the non-moldy product.

We purchase our mozzarella in large blocks because the cheese keeps longer and we can get a better more consistent product for our pizza. These blocks must be grated into large storage bins for it to be ready to use. Only grate what we can use in one or two days. Remember that the cheese blocks must be grated right out of the fridge so that the cheese grates correctly. Do NOT pack the grated cheese into the bins or it will become clumped and be difficult to work with.

Portioning/Weighing Food Our food product is portioned out so that we know what our Cost of Goods Sold (COGS) is; that is, how much did it cost us to serve a given product. This determines how profitable we can be. If we over portion food product, our COGS goes up and our profit goes down. For instance, we count pepperonis, weigh cheese, etc. for our pizza pies so we know what they cost us to make; adding more pepperonis or extra cheese will increase the cost. This is especially important with the cheese. We buy the most expensive cheese on the market because it IS the best. The cost of the cheese is more than the overall cost of rest of the pizza. Additionally, our products recipes are made to our specifications not OUR individual preference. You may like less sauce or more cheese but that is not Golfland’s recipe. Keep to the recipe

Prep Table When stocking the make table, always wash out the Cambro inserts before putting new food items into them. All containers should be changed and cleaned every day or when they are emptied throughout the day. We have both metal and plastic inserts. Remember: “Meats stored in Metal.” This helps to ensure that our meat products remain at proper holding temperatures. During the lower volume times, we keep the pizza & sandwich toppings in zip lock bags to keep the fresher longer. On higher volume days (Saturdays, spring and summer, etc.) we don’t need to use the zip lock bags because we go through product quickly. 57

Pizza dough should be kept wrapped in their plastic bags and kept organized. Extra product and pre-portioned items such as jalapeños, ranch, etc. will all be kept under the make table. Please remember to close the make table lids whenever possible. The unit will work more efficiently if all the doors are closed and it ensures that our food product is kept at proper temps.

Front Line Make sure all cups, lids, etc. are fully stocked so that you won’t run out. When business is slow, take this time to re-stock. Always date nacho cheese when putting it into dispenser. Forks, knives, spoons, napkins, straws and lids should always be kept well stocked. When re-filling cups and lids, be sure to take an entire sleeve from pizza office it make doing our weekly inventory easier. Also, keep the register counter clean and sanitized. Guests don’t like a dirty counter; especially one that is sticky.

Order Ticket Printers We have both a back line order receipt printer on the back line and our order up screen at the pick-up window to help us keep everything organized. There are items that we sell that do not print to the back line. Those items are those that the cashier should get: drinks, popcorn, etc.

When you pull an order ticket off of the receipt printer, you’ll write the pan number(s) of the pan(s) you’ll use to fill the order. This helps us to keep track of product as it comes out of the oven. If it’s a sub sandwich order, you’ll make sure that the order number and pan number are written on the sandwich order sheet too.

There are several receipt holders: above both make tables, above the oven on the oven hood and above the table below the order pick-up window. When an order, or part of an order is ready, you’ll announce it over the P.A. by saying, “May I have your attention please, order number ###, your (enter food item) is now ready. Number ###.” We use the last three digits of the transaction number as the order number. Also when we’re busy and calling out order after order, you may omit the intro, “May I have your attention please.”

Order Up Screen @ pick up Window

The order up screen is used to keep track of the orders from the pick-up window in conjunction with the order receipts. The order receipts travel with the orders and are delivered to the pick-up window when the order is ready for pick-up.

The display is a touch screen and is fully interactive. In addition to completing and changing the status of an order, the contents of each order can be expanded or minimized. The screen displays up to 12 orders. Each order will have a color which is dependent on the time elapsed and the status of the order.

Blue - new order, time elapsed less than XX min. Yellow – time over XX min. or XX min. since OR tapped Green-less than XX minutes has passed, order is being made Red – over XX min. no one working on order OR XX min. passed

The header highlights the order number, the time elapsed since the order was placed & the OR/PC boxes. When you grab, or are assigned, and order to complete, you’ll tap the OR box, the color of the order will change to green to let everyone know that someone has the order ticket and is working on it. When you have it completed, you’ll deliver the item and the order ticket to the pick-up window and tap the PC box.

Making Pizza You will be trained on how to properly make a pizza pie. The basics are sauce, cheese and, of course, the crust. The sauce and the cheese portions are pre-determined, as are all toppings, to create the best tasting and best looking product we can. Our pan crust is made from scratch. We have special staff that makes most of it but you may learn how to make it too. We also carry a thin crust that is stored in a freezer. We use the thin crust primarily in the non-waterpark season when we are slow during the week and keeping fresh pan crust isn’t economical. We have four sizes of pan crust: Small, Medium, Large and X-Large. We only have two sizes of thin crust: Medium and X- Large. Sauce The pizza sauce is one of the most widely used brands in the industry. We add some spices to it to give it our own personal flavor. The spice mixture will me pre-made by supervisors for you to min-in to a can when you open it.

Crust We like the crust to turn a nice golden brown when it comes out of the oven. We don’t want it to be too brown as it may look over-cooked if it’s too brown. One way we keep the crust looking and tasting great is by brushing on some garlic butter right before we put it in the oven. The added flavor makes the pizza taste great until the last bite.

Slices We serve more pizza slices than many stand-alone pizza shops because of our group packages. We usually cook whole X-Large pizzas when we have a group but many times we might only cook a few slices at a time. Slices are made from an X-Large round and can only be pepperoni or cheese (no substitutions).

Putts Our supreme pizza is called a “Putts Premium” It includes all the toppings we have. For proper cooking, the meats go on first then the vegetables on top. Remember to build the pizza pie from the outside in and that the toppings will tend to move the center.

Cooking Pizza/Oven The oven is turned off/on with the three knobs that control the heat, blower, and conveyor. The time and temperature settings are digital; the time setting controls how slow/fast the conveyor moves through the oven and the temperature setting controls the temperature we want to cook at based on the time in the oven.

The oven is a very expensive piece of equipment. Please take care of it and treat it well. The oven has two levels and is a conveyor type oven. The oven is natural gas powered and gives off exhaust from an exhaust part on the exit side of the oven. For this reason, you must make sure the hood exhaust fan is on so that it draws the exhaust fumes up and out of the castle. The heat comes from the enclosed part of the oven. It’s hotter towards the right side of the conveyor and less hot on the left side. You’ll put multiple topping pizzas on the right and single topping pizzas on the left so that they are not over or under cooked.

The time and temperature settings are set to cook a Putts Premium all the way through. A Putts Premium takes longer to cook because of all the toppings and the added moisture from the water in the vegetables. You’ll place a Putts Premium on the conveyor just outside of the enclosure so that it get the correct cook time. A single topping pizza can be pushed partway under the enclosure because it doesn’t need the same cook time at the temperature setting. Similarly, if you’re only cooking a few slices, you’ll want to push the pan into the enclosure as much as you can as a few slices don’t need the same cook time as a full pizza pie. If the slices don’t come out quite done, you can push the pan back in for more cook time.

Announcements We have a handful of announcements that we regularly make in pizza. We’ve already gone over one earlier, “Order number ___ your (enter food item) is now ready. Number ___”

“May I have your attention please; we are now serving hot, fresh pepperoni pizza slices at the pizza counter for only _____. That’s hot, fresh pizza slices for immediate pickup.”

Other announcements are:

“May I have your attention please, Golfland would like to wish ______a Happy (age) Birthday. Your pizza and soft drinks are on the way to your table. Happy Birthday _____!!!!”

“______to pizza please. _____ to Pizza.”

“Golfland would like to give our guests a friendly reminder that there is absolutely no running. Parents, please help us enforce this rule for the safety of your children. Thank you.”

Matching receipts After you call out an order number, you need to match up their receipts so that we make sure we give the correct guest the item. Throw the order receipt away IMMEDIATELY after you serve the item(s). If you don’t, it confuses everyone and we don’t know if it was given out or not.

Cutting pizzas We cut all of our pizza pies into 8 slices except for the smalls, they’re cut into 4 slices.

Slicers, Cheese Grater/Mixer, Dough Roller, Funnel Cake Fryer These are machines that you may not use or even touch unless you are 18 years old. NO EXCEPTIONS!!!

Washing Dishes & Sanitizer Proper dishwashing is an important part of food safety. You will receive hands –on training for proper procedures in our kitchen. The health department also requires that we have a designated sanitizer bucket for the washcloths we use to wipe down and sanitize our surfaces. It will be easier to make a sink full for dish washing and then scoop a small amount out with the RED sanitizer bucket.

Dishes: Drying and Storage Our dishes must air dry whenever possible. We have a drying rack above the sink for most of the dishes we use. It fills up fast so plan accordingly when washing dishes. The dishes all have a place to go. They must be put away neatly and organized so as to make accessing or finding the item we need swift and easy. Remember: everything HAS a place and everything IN it’s place.

Spoilage/Inventory What is spoilage? Spoilage is the product that we cook or prepare but don’t sell. We still must keep track of it because we keep an inventory of the product we purchase and sell. We inventory everything to make sure we’re portioning everything correctly and that our prices are set correctly for those portions. We also do it to make sure our staff isn’t serving more or less than they should be to our guests and to make sure staff isn’t stealing food product. We don’t throw spoiled food away. Food product is cooled down and then put in the ‘wet spoilage’ container in the walk-in refrigerator and logged on the spoilage clip board. We have a second ‘dry spoilage’ container that we put cups and other items in that don’t require refrigeration to keep from spoiling further. Here’s an example of what we count for inventory: • We count soda cups because we can’t serve a soda without a cup and we can’t inventory the soda itself. • We count pizza rounds because we can’t serve a pizza without the crust and accounting for most toppings, especially when they’re prepared, is much too difficult.

Soda Machines The soda machines are not our property and must be cared for as such. The ice bins below the dispensers are an integral part of the correct operation of the machine. The ice bin has a cold plate at the bottom which is tied in with the carbonation system under/inside the unit. Failure to keep the cold plate cold will result in flat tasting soda because the carbonation system is not able to function properly when it’s warm.

We remove the dispenser nozzles every night and clean them and then soak them in carbonated water to sanitize them. Leave them to dry on the grate below the dispenser heads. The nozzles are to be re-installed by the morning staff after inspecting them for any dried product or algae. You’ll want to make sure the machine is turned off with the key before removing the nozzles or re-installing them or you’ll make a mess.

Bussing Tables We are responsible for bussing and cleaning the pizza tables. During the waterpark season, there is maintenance staff assigned to help us but it’s still our job too year- round. We use our bussing bin as a convenient method of gathering everything off of a table to make it easier to clean and transport the dishes and trash without making a mess ourselves. The bin is kept in the dish scullery and should be kept there when not in use.

Laundry The main things we wash are the rags. Wash them with a scoop of detergent and 3 capfuls of bleach. The old gray rags should not be used to wipe down surfaces; we have plenty of new, white ones for that. The gray one’s might be as clean as can be but they still don’t look very good so we only use those for cleaning things away from public view or we give them to maintenance.

Please plan your laundry loads in accordance with our company policy of not closing at night and locking the building with the dryer on. Follow all instructions posted on the dryer.

Checking in Deliveries Orders usually come in on Tuesdays and/or Fridays. Everything should be checked against the delivery ticket to make sure we got all of what we’re being charged for. When everything has been checked, please help put the items away in their proper place.

Black Mats We have a number of safety mats in the kitchen. They should be taken out to the back patio each night for maintenance to clean in the morning. The maintenance staff will bring the mats back into the kitchen for us. You may have to put them in their proper place.

Emergency Exit Door One of the Castle building emergency exit doors is located in the pizza kitchen. The door is connected to our alarm system and if opened, will set off an alarm. Please ask permission before opening the door for ANY reason.

Wristbands & Groups

Iceberg We own and operate an Iceberg franchise which means there are rules and guidelines that are in place that come from Iceberg corporate. Iceberg is known for their large, quality ice cream shakes. Additionally, we sell ice cream cones, floats and flurries. You will be trained on how to properly make each of these items.

Things to remember: - a small cone is 3 swirls with a topper - a large cone is 5 swirls with a topper - turn the mix setting to LOW when making a flurry - most of the mixing of ANY shake is done without the mixer running

Shake Making Procedures

We only make one size – the “mini-shake” Picture and video advertisements show two different sizes; the regular size in a blue/white cup and the mini in a red/white cup. The outer, red/white/blue cup is the same for each size. The height of the mini shake should not be very much above the outer cup. Many of the advertising pictures show the height of the shake in the cup it is mixed in making the end product inside the outer cup look different.

- Grab a red/white cup - Insert Metal Shake collar into cup - Fill cup 1/3 full with ice cream - Add toppings (topping chart located above make table) - Fill Cup with ice cream to within ½” of Top of Shake Collar - Spin Shake using Up & Down and Back & Forth Motion (Mix Mostly by hand) - Do Not OVER SPIN – Remove Shake While Spinner is On - Ring Collar Using Table Knife – extra mixing CAN be done with knife - Grab an outer cup (Red/White/Blue) - Hold shake by Metal Collar inside the outer cup - Remove Metal Ring and Create Height of Shake Using Ring as a Guide - Add any toppings and spoon and serve.

Sink Our health code allows us to have a sink of running water to rinse off our ice cream utensils; they do not have to be washed between uses. The sink must have constant flowing water but the flow rate doesn’t need to be very much. Health code requires that the water in the basin be turned over in 30 minutes from the LAST use, not every 30 minutes. That is a long time for less than 5 gallons which is why the flow rate need not be high.

Soft Serve Machine Our soft serve machine is a high capacity, water cooled unit. We must clean it weekly to remove any buildup of product. We usually clean it Thursday night or Friday morning. Keep this in mind when adding more product to the tubs in the lower refrigeration cabinet. We don’t want to have to throw away product that didn’t NEED to be added to the tubs.

Pizza Lead

Redemption Attendant/Cashier • Reports to Pizza Lead/Castle Lead • Smile and be friendly to the guests. • Serve guests quickly and politely. • Control cash register intake and handling of money as accurately as possible. (Accuracy takes precedence over speed.) • Keep redemption displays and back counter clean and organized. • Help guests with the redemption of tickets using the redemption system. • Provide guests with information and service as requested. • Refill prize counter with prizes as needed

Keep Busy! One of the primary duties of the redemption cashier is to provide information and/or directions. Many of our guests get to the back doors and look at the display or signage at the door and still can’t figure out where to go. Ask guests, “Where can I direct you” or, “How may I help you.” Guest also come back in from the back patio and 9 times out of 10, they’re looking for the restrooms. Remember to direct them with an open hand and rotate your body to accommodate pointing this way.

Ticket Eaters Your key set also has arcade keys. You can and should help with the games and the ticket eaters as they can be serviced when you are not helping guests and you can still see your area.

Redemption Opening/Closing Procedures See Appendices.

Food Service Yes, you can and will serve food! Pretzels, nachos, hot dogs, Iceberg shakes, pizza, and employee meals. This position is considered a food service station and therefore must adhere to the same food safety rules as the pizza kitchen. This is also why you report to both the Pizza Lead and the Castle Lead.

You are responsible for the redemption soda machine. As with the other stocked items do not more than you need to. Grab whole sleeves; do not leave partial sleeves in the back inventory. Keep extra lids or cups from a sleeve on the lower shelf.

Remember that there MUST be ice in the ice bin in order for the soda machine to work properly. Always use the ice scooper to scoop ice, never use a cup to scoop ice and do not leave the ice scooper in the ice; it has a designated holder for it.

Guest Services Station We have a guest services station next to the back doors. We have this position staffed on busier days. The guest services attendant may assist you at the prize counter with redemption guests and the relaying of information/directions. The station has a PC computer with internet access to help guests with retrieving online sale vouchers or to make an online purchase if needed. 68

Golf Cashier • Smile and be friendly to the guests. • Serve guests quickly and politely. • Keep the golf courses clean and operating smoothly. • Control cash register intake and handling of money as accurately as possible. (Accuracy takes precedence over speed.) • Up sale additional attractions. • Keep golf room clean and organized. • Provide guests with ACCURATE information about the park

Safety Checklist Before opening, the golf cashier must walk all three golf courses and complete the safety checklist. When complete, turn the checklist in to the shift leader alerting them of any needed immediate action. See appendices for checklist and instructions.

Opening/Closing Procedures See appendices.

Serving Customers

The golf cashiers’ main concern is to serve the guests who approach the window. They should be politely greeted and served. For example, “Good afternoon, how may I help you?” or some similar phrase. Thank them for waiting if they’ve been waiting in line. Ask how many people will be included in their group. If they say there are over four, politely inform them that four is the maximum number that can play as a group and that they must split into the appropriate number of groups. Don’t forget to upsale the discounts on other available attractions*. Most guests come to do either golf or the waterpark and we sell both at the golf window. Golf cashiers have the greatest ability and responsibility to upsale our other attractions.

Distribute golf clubs accordingly. Be sure to give the right sizes that are needed. Give them their scorecard and inform them that they need to swipe the barcode on the scorecard in the Golf ball Machine behind them to receive their golf balls. Also, inform them that if they lose their golf ball, to return to the golf window WITH their scorecard to get a replacement ball. Replacement golf balls are orange and we stock the ball machine with blue, green, red and yellow. If ball machine is out of order, you will have golf balls available in the golf room to give out the golf balls yourself.

The golf registers can also sell waterslide or waterpark tickets when the Golfland Slides are open or when SunSplash waterpark is open. They can also validate season pass holder entry to generate a wristband for their daily admission. To save time, all regular admission bands can be given to the guest to be installed by the ticket attendant at the slides entrance. Encourage them to LET US install the band as our staff will install it correctly so it doesn’t fall off during the day. ALL Season Pass, Family Pass, Buddy Pass and Employee wristbands MUST be installed by the cashier that scanned the pass. Make sure you match up the correct band to the correct card holder.

Support Registers - Arcade/Golf, Golf/Pizza

At times when a single golf cashier cannot handle the volume of business, multiple golf register should be opened. Have a spare arcade attendant help you put away used putters when needed. On Friday nights, Saturdays, and Sundays is the most likely time a second or third cashier will be scheduled. If no one is scheduled, a supervisor may run the register. Support cashiers are to help out in other areas when the golf windows are not busy: arcade, prize counter, pizza, etc.

Course Control

Courses should be checked at least every hour, every night. Normally the golf cashier and security is responsible for the golf courses, but on the busy nights an arcade attendant may be asked to fill in.

Things to look for on the golf courses:

• Trash (cigarette butts, lids, straws, cups, paper, anything that’s not supposed to be there.) • Horse play or guests swinging their clubs dangerously. • Guests damaging the courses or clubs. • Guests driving balls onto the freeway or in the pools, etc. • Make sure guests have scorecards. If it is obvious they are playing a second, unpaid round, inform them that to play another round it is $2.00 each. If they don’t go and pay, politely ask them to leave their putters and golf balls at the windows. • If you see someone maliciously destroying property ask them to leave; get security or your manager on duty if necessary. Golf clubs cost $13.00 and this amount should be collected if the person is seen breaking it. • Any holes that are reported plugged or are not working should be cleared or fixed. • Make sure all the fountains are on and working properly. If not, report the problem to your supervisor. Turn on fills if water level is low. • Watch for guests playing in the ponds and rock beds.

Things to do when slow • Empty 18 th holes • Course Checks • Wash golf balls • RE-handle putters

Ground Rules – listed on back of scorecard

• No more than four persons may play together • Please be advised that you assume the risk of injury. • Due to the landscaping and the nature of this activity, wet and uneven surfaces and other inherent risks are present. Be aware of trip and slip hazards. There may also be a possibility of injury resulting from the negligence, carelessness, or intentional acts of third parties. Management assumes neither responsibility nor liability for accident or loss to any person resulting from or in any way connected to the condition or use of the premises covered by this license, or by any means of ingress thereto or egress therefrom. • DO NOT SWING CLUBS ABOVE YOUR KNEES. IT IS DANGEROUS! • • 4. Please stay on pathways. DO NOT ENTER LANSCAPED AREAS, CLIMB ON ROCKS, OR ENTER PONDS AND WATER HAZARDS. • • 5. DO NOT ATTEMPT TO RETRIEVE BALLS FROM LANDSCAPED AREAS OR PONDS. Ask for a replacement ball at the Golf Counter.

Rules of the Game

• When all of party reaches the green the person closest to the hole putts first. • After six strokes, pick up your ball – count 6 – go on to the next hole. • If your ball blocks opponent’s ball you shoot first. • If ball is near the edge of the fairway or green, it may be placed 12 inches from the edge without penalty. • Ball leaving the fairway or green is out of bounds and is a one-stroke penalty. Place ball at the beginning of hole and hit again. • Do not swing you club above your knees. • For the safety of the guest we ask them to not play in our fountains or rock beds. • Customers only paid for one round of 18 holes on one of our three courses. No course jumping.

* We reserve the right to refuse admittance to unruly persons or to dismiss them from the grounds at our discretion. No refunds for bad weather or power failure.

Things to do when slow Take the 18th hole key that is in the lock cabinet and an empty ball carton, go out to the 18th hole storage area, remove the buckets of golf balls and dump them into the carton. Replace the buckets, making sure that the bucket is aligned with the hole so that the balls fall in the bucket not the floor. Wash the golf balls in a bucket of water and dry them with towels.

Golf Training

Date:______

OUTSIDE INT. GOLF INT. 1- Golfball Machine 1- Monday Night/Family Night 2- Fountains-Trough 2- Missionary Golfing 3- Lights-parking lot/course 3- Under 4-with paying general 4- 18th Holes-empty 4- Replay 5- Senior 60+ REGISTER 6- Cars/Boats/ Laser Tag 1- Log-in 7- Employee Golf 2- Normal 8- Unlimited & E-tabs 3- Voids 9- Black Box & Debit Sales 4- Employee Disc. 5- Green/Blue/Yellow Fun $ HOW TO... 6- Coupon/PLU's 1- Unjam 18th holes 7- Hand E-Cash 2- Empty 18th holes 8- Overring Sheets 3- Fix scorecard machine 9- How to replace receipt tape 4- Reset golfball machine 10- How to load wristbands 5- Use Radio 11- How to load scorecards 6- Page-When and How 7- Black and Tan Phones WHERE TO FIND 8- Use emergency numbers 1- Pencils 9- Find important numbers 2- Scorecards 10- Use coupon book 3- Golfballs 4- Receipt tape MISC. ITEMS 5- Keys 1- White balls/scorecards 6- Snake 2- Putters-different sizes 7- Golfball Machine 3- Broken putters 4- Replacement Balls 5- Course Checks WATERPARK INFORMATION 6- Special Events 1- Different Wristbands 7- Weather policy Season Passes/ EMP 8- Putter Return 2- Evening/ TWI Passes 3 - Night Splash

Congratulations!

You have finished reading this extensive manual. This manual provides you with a lot of information, but the information highway does not end here. Your training sessions with the department supervisors and/or managers will provide you with additional information to assist you in becoming an exemplary employee. Training sessions are done by area and will add to the information already learned during your orientation session. Remember to ask any questions that you might have. We are here to make your job a pleasant and fun experience, while at the same time you are assisting us by serving our guests in a friendly and helpful manner.

Please be sure to review the appendices attached to the back of this manual. The last page is the Acknowledgement of Receipt form. Read it, sign it and turn it in to your manager when you receive your orientation.

Welcome aboard!

Acknowledgement of Receipt

I have received my copy of the Castle Department Handbook; the supplement to the Mesa Golfland/SunSplash Employee Handbook. I understand and agree that it is my responsibility to read and familiarize myself with the policies and procedures contained in the handbook.

I understand that Golfland Entertainment Centers, Inc. can change any and all policies or practices at any time. Golfland Entertainment Centers, Inc. reserves the right to change my hours, wages and working conditions at any time.

I agree that should I desire to resign from my employment that I provide a two-week notice stating my full name, the current date, reason for leaving and the date upon which my employment with Golfland Entertainment Centers, Inc. will be terminated.

Print Name: ______Date: ______

Signature: ______