Stanford Concession Manual
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EMPLOYEE AND NON-PROFIT GROUP 2018-2019 MANUAL Welcome to STANFORD HOSPITALITY & AUXILIARIES! Welcome to Stanford University! On behalf of options and take a virtual tour of each operation. Residential & Dining Enterprises (R&DE) Stanford They are also able to manage their meal plans, Hospitality & Auxiliaries (SHA), we would like to order meals online, send us feedback, and welcome you to one of the most dynamic food explore a wealth of information about our dining service teams in the country! Our current staff programs and upcoming events. members offer a wealth of knowledge and years of outstanding service; the casual, high school We excel in quality food and services, and students, and Stanford student staff employed have developed a set of core values to reflect by SHA offer creative energy and new ideas; our our high standards: Integrity, Care, Ownership, chefs create culinary delights from around the Respect, Excellence (I.C.O.R.E). You were asked to world; and our management team develops join our team because you exhibit these values, exciting new programs that deliver a fresh and and we believe you will be a great addition to new dining experience each quarter. As one our team. Please let us know if there is anything team, we in Stanford Concessions strive to we can do to ensure your success working here. FLAVOR THE FAN EXPERIENCE, bringing world- class dining to a world-class university. Once again, on behalf of the entire Stanford Hospitality & Auxiliaries team, welcome to We serve a diverse university community in a Stanford University! safe and friendly environment. Our customers are students, faculty, staff, and visitors from around the globe. We take pride in our ability to meet their dietary needs. We offer quality foods from around the world, delightful vegan and vegetarian options, allergy-sensitive meals, and an abundance of organic, sustainable and locally produced-foods that are free of pesticides and hormones. All of our facilities undergo regular health inspections, and each kitchen has a state certified food safety manager available to maintain health and safety standards. We have an incredibly exciting menu management program that directly links to our website, providing our community with daily menu options, and the opportunity to design individual meals based on nutritional and caloric information. Students are able to locate dining STANFORD CONCESSIONS SERVICE STAND MANUAL TABLE of CONTENTS STANFORD HOSPITALITY & AUXILIARIES OVERVIEW Our Mission, Vision & Mantra.......................................................... 1 Code of Conduct, University Policies and Standards................................. 1 WORKERS POLICIES & PROCEDURES Employee Uniform Policy / Volunteer Guidelines / Parking ........................2 Reporting to Work / Personal Belongings / Emergency Evacuation / Tip Policy / Clipboard..................................... 3 Employee Break / Meal / Smoking / Tip Policy....................................... 4 SETTING UP YOUR STAND Prior to Gates / During the Event....................................................... 5 Closing the Event.......................................................................... 6 FOOD SAFETY Personal Hygiene / Food Handling / Proper Food Storage........................6-7 PROVIDING EXCELLENT CUSTOMER SERVICE Customer Satisfaction / Menu Knowledge / Service Script.......................... 8 Food Intolerance / Religious Diets / Allergies........................................ 9 CASH HANDLING & CASH LEAD PROCEDURES Receiving Till / Security Envelope Procedures....................................... 10 Closing Procedures / Cashier Procedures / Payment Procedures......... 11-12 Student Meal Swipe/ Revel Procedures................................................ 13 GENERAL INVENTORY RULES Inventory Sheet- General Rules..................................................... 14-16 Volunteer & Employee Sign-in / Eaten & Spoilage Form........................... 17 MAPS AND TABLE REFERENCE Stanford Athletics Clear Bag Policy/ Gate Entry..................................... 18 Stanford Stadium / Maples Pavilion / Sunken Diamond............................ 19 Athletics Area Map (Reference Map A)............................................... 20 SERVICE GUIDELINES Volunteer Service Guidelines for Not-For-Profit Groups.......................... 21 1.8.1 Protection of Minors.......................................................... 22-24 CONCESSION PHONE LIST/LOCATION Stadium Office............................................. 3-6846 Maples Office............................................. 5-2424 First Aid ................................... Section 115 and 132 Ticket Office........................................... Section 16 ATM.................................................. Section 123 ATM..................... Located Outside Main Ticket Office STANFORD CONCESSIONS SERVICE STAND MANUAL STANFORD CONCESSIONS SERVICE STAND MANUAL MISSION CORE VALUES | I.C.O.R.E Residential & Dining Enterprises supports the Integrity: What you do when no one is looking academic mission of the University by providing Care: Genuine concern for others the highest quality services to students and Ownership: Take responsibility other members of the university community in a Respect: Is a two-way street; it must be given to be sustainable and fiscally responsible manner. received Excellence: Be the best that you can be OUR VISION UNIVERSITY POLICIES To be the Best in the Business by… Stanford University has a set of carefully written • Providing exceptional customer service and policies that pertain to everyone on campus. creating a sustainable future. Become familiar with these policies and understand • Measuring and benchmarking our performance. how Stanford Dining applies them in their daily • Hiring, inspiring, and retaining talented team practice. The Contingent Employee is expected to members and promoting their wellness. act in a professional, legal, and fair manner toward • Managing change to realize exceptional results. management, supervisors, co-workers, university • Being fiscally responsible stewards and staff, and customers. supporting the academic mission of the University. STANDARDS The concessions employee is responsible for OUR MANTRA learning and sustaining our policies, procedures, and “Customers (students) First” programs by following the professional standards expected of our award-winning food service operations. Implementing these high standards of OUR BELIEF operational procedures requires excellent listening and communication skills. Take the time to review the Students are never an interruption in our day. They resources available in this manual and ask the Unit are the reason we are here. Manager questions regarding any information that is unclear. CONDUCT We require all employees abide by the code of UNACCEPTABLE BEHAVIOR conduct and the principles of I.C.O.R.E for the safety The following situations demonstrated by temporary and wellbeing of our university community. Violation and casual workers will result in immediate discharge of this policy includes, but is not limited to: violence at the discretion of the University. Evidence of: toward a customer or co-worker; harassment of a customer or co-worker; theft of Stanford property or • Creating a hostile work environment personal property; falsification of records; wandering • Verbal or physical abuse around in residence areas or utilizing property that • Insubordination, not following supervisory belongs to the Stanford students; insubordination directives toward management; abuse or destruction of • Theft Stanford property; abuse or destruction of others • Making inappropriate statements (example: age, personal property; rude or inappropriate behavior gender, ethnicity, sexual orientation) toward customers, co-workers, and management; • Sexual Harassment or harassment of coworkers, and the use of cell phones during operational service students or other customers or while on duty, unless it is a confirmed emergency. • Violent behavior • Excessive absenteeism and/or tardiness • Inappropriate language (profanity, insulting, name calling) • Falsification of time • Leaving work area during shift without prior approval by manager 1 | EMPLOYEE & NON-PROFIT GROUP MANUAL STANFORD CONCESSIONS SERVICE STAND MANUAL WORKERS POLICIES & PROCEDURES UNIFORM POLICY PARKING All workers are required to stay within the guidelines of Please plan to carpool, because parking is limited. our uniform policy, which is as follows: EMPLOYEE / VOLUNTEER PARKING 1. A clean white shirt/blouse If you are wearing a shirt with other colors, the apron must cover any prints Employee / Volunteer Parking: and/or words, so nothing but white will be showing. Stanford Stadium Events – There are 2 available parking 2. Clean DARK Black, Khaki or Blue denim pants/ shorts. lots that are free to anyone working the stadium football NO SWEATS. NO STRETCH PANTS/STIRUPS. events. All other events at Maples, Sunken Diamond, Cagan, Cobb, and Avery are free, and you may park in any 3. After receiving your work assignment and checking of those designated lots when it is not a football game in, you will be given an apron. All aprons MUST be day. turned in at the end of your shift. Free Parking Lots for Working Football Staff 4. Comfortable work SHOES with non-skid soles (like tennis shoes). NO open toe or high heels. • PS-7 is the on a first come first serve basis. Spaces are limited and not always guaranteed. Please 5. EXCESSIVE JEWELRY is not permitted.