Non-Profit Training

1. Non-Profit Training SM Concessions

2. Today’s Agenda • Our Work Rules and General Information • Concessions • Alcohol • Food Safety • GuestPath • PCI • Go into a stand

3. General Information • Sportservice Directory Teri Heath- Non profit Coordinator Eric Sampson- Club Level Manager Charlie Millerwise- General Manager Mike Liedl- Concession Manager

4. Rules & Regulations • Lockers • No bags above service level (only clear bags 12”x6”x12” allowed in the building) • Assigned Lockers- Sportservice is not responsible for lost and stolen items • Breaks/Meal • Before doors open or after the start of the 4th quarter, with stand manager approval • You may not eat on the concourse, or in front of the guest • You may consume soda in a courtesy cup only, and a meal of either a hot dog, brat or pretzel with cheese. All other meals must be paid for. • Meal tickets may only be redeemed at concession stands, not portables

5. Rules & Regulations • Lambeau Field is a smoke free building- this includes smokeless/ e-cigarettes • Cease service when the National Anthem begins. Resume service once it is completed. • Cells phones are not permitted • You and your group are responsible for all money, shortages will be taken out • Soliciting of tips is not allowed. Monies will not be returned if you are caught doing so. You are allowed to accept tips, all tip containers must be kept below the counter and out of sight of guest.

6. Extra Information • Enter building at volunteer entrance located on the northwest corner of Lambeau Field • Volunteer Report Times are generally 2 hours before gates open to the public • Volunteer entrance will close ½ hour before gates open • Groups will be allowed to come in day before game to do pre-count • In the event that the building needs to be evacuated all associates must meet at the Veterans Memorial

7. Proper Uniform • Hat: Clean Lambeau Logo Black Hat; bill facing forward; no tags (groups may use their own hats) • Shirt: Clean, pressed, well maintained blue Sportservice Shirt. Shirt is tucked in. • Pants: Black pants, that are clean, pressed & worn on hips. No cargo, no jean or mesh (athletic) material. • Shoes: Black clean tennis shoes- no open footwear of any sort! • Name Badge: Opposite side of the Lambeau Logo • Jewelry & Piercings: No body piercings other than one earrings per ear (no larger than a quarter). • No fake finger nails or bedazzled nails • Always a smile 

8. Concession Areas • Areas are clean and free of fingerprints, smudges, debris • Food items are properly stored, dated and rotated • No visible hand-written signs • Do not Re-Use Cups, a new cup must be used every time

9. Game Day Time Line • 7:30-8 AM Groups Arrive and check in, pick up binders • 8:15-8:30 Stand lead goes to stand and begins inventory/cash lead goes to cash room • 8:30 Stand attendants begin to set up stand (stock coolers, box popcorn, etc.) as inventory is completed. Equipment is on and heating • 9:00 Groups have a huddle, assign duties. Begin cooking brats, hot dogs, hamburgers, pizzas. • 9:45 Begin fryer items, get a good number set, ensure they will hold temp. • 10:00 Gates Open…SMILES on!! • 12:00 PM Kickoff…GO PACK GO! • 1 Get ready for Halftime have food cooked and ready to be served • 1:30 approx…Halftime begins, this is another rush…BE PREPARED • 2:00 Slower time, clean, get back of stand ready to count • 3:00 End of game, close shutters, count ending inventory, cash, and record all paperwork. Cash back to cash room, clean stand, check with supervisor before leaving.

10. Sample Coupons Designated Driver Coupon. Listed are; the item, the game, and what stands can accept this coupon Employee Meal Ticket This is for all employee and non profit members. Notice the Date, Item, and name of employee.

11. Questions?

12. Techniques for Effective Alcohol Management A Comprehensive Alcohol Management Program for Sports and Entertainment Professionals

13. “JERK” • How do you know when a person is impaired due to drinking too much alcohol? • What signs does an impairment person display?

14. JIRC-Signs of Impairment • Judgment • Annoying others, inappropriate jokes, drinking faster, • Inhibitions • Loud, overfriendly, relaxed, mood swings • Reactions • Lose train of thought, glassy eyes, light two cigarettes, lighting the wrong end of a cigarette • Coordination • Stumbling or falling, swaying, asleep, dropping things, unbalanced, fumbling, spilling drinks

15. Tolerate • What does it mean to tolerate something? • Everyone has a different tolerance of pain. • The same is true for alcohol.

16. Tolerance • Tolerance is the body’s ability to mask or hide Behavioral Cues • Tolerance has no impact on the amount of alcohol in a person’s blood stream • A Guest with high (alcohol) tolerance may be legally impaired • A guest may be a .08 and not showing signs of impairment • Tolerance makes it harder to identify signs of impairment

17. Absorption Rate Factors • Gender • Rate of Consumption • Age • Size • Strength of Drink • FOOD

18. Gender Who do you think will become impaired more quickly, Aaron Rodgers or Green Bay cheerleader? Why?

19. Rate Of Consumption • The faster a person drinks, the faster they will become impaired.

20. Age Who do you think will become impaired more quickly, Clay 26, or St. Vince? Why?

21. Size Who will become impaired more quickly, Packer fan or BJ Raji ? Why?

22. Strength of Drink • The stronger the drink the faster one will become intoxicated. • Listed below is the order of which will get a person impaired fastest to slowest (strictly talking liquor, not beer or wine): Straight Shot/Carbonated Mixer/Water Mixer/Juice Mixer

23. Food What is the purpose of eating while drinking? Joey Chestnut: World Eating Champion

24. Size Gender Food Rate of Consumption Strength of Drink Age Absorption Rate Factors Which of these absorption rate factors can we, as servers and sellers of alcohol, control?

25. Temperature • Is temperature an absorption rate factor? • Why do many people think temperature is an absorption rate factor? • What happens to people who are out in the hot sun?

26. BAC • BAC: Blood Alcohol Content • The amount of alcohol in the blood stream • The only accurate way to evaluate BAC is a breathalyzer or a blood test.

27. Drink Equivalencies • Drink Equivalencies- 1 Drink equals: 1 oz of 100 proof spirits = 5 oz of wine = 12 oz of beer (1/2 pure oz of alcohol in each of these drinks) • The body tends to process about 1 pure oz of alcohol per hour • Proof: 2 times the percent of alcohol • Lambeau Field Serves 12oz 16oz and 20oz Beers

28. Blood Alcohol Content • BAC • For a 150 pound man with an empty stomach over one hour, the following would apply: 2 drinks = .05 BAC 4 drinks = .10 BAC 8 drinks = .20 BAC 12 drinks = .30 BAC

29. Evaluate the Individual • Alcohol is a depressant. • Alcohol effects everyone differently every time they consume it. • Every time you serve an individual, you must evaluate them using the Signs of Impairment and the Absorption Rate Factors. • Time is the only way to get alcohol out of ones system or “sober up”. There is no magical way to sober up such as coffee or water. • Alcohol and Other Drugs: When alcohol is used with other drugs there is no way to know the type of effect it may have on someone.

30. Serving Scenarios • Jessica walks up to the stand as pictured to the left. She orders 2 large Miller Lites. Can you serve her the 2 Lites?

31. Serving Scenarios • Katie and Jessica walk to the stand. Jessica (pink) orders two Sharps and a High Life. Can you serve her?

32. Serving Scenarios • Jess walks up to you for the first time. She has a partial beer in her hand. She orders one Miller Lite. You ask for her ID, but she does not have it. What do you do? Can you serve her?

33. A guest comes up to you and asks you for 2 Miller Lites & a High Life. You inform the guest that you can only serve him 2. He says his buddy is in the bathroom and that he will give you a $10 tip if you serve him the 3 beers. What do you do? Serving Scenarios

34. REMINDER • All types of alcohol can cause impairment!!! • What are some examples of beverages that contain alcohol?

35. Intervention Guidelines • Avoid Escalation • Make Clear Statements • Use first person “I” • Be nonjudgmental and non-threatening • Provide reasons for your action • Use indirect strategies

36. Seller / Server Guidelines • ID Guidelines • Ask for positive ID – don’t guess • Ask for more proof if you have any doubts • Know where the alcohol is going • Cut-off Guidelines • Say “No” (I’m sorry I can no longer legally serve you) and move on. Keep the line moving. • Give clear reasons and don’t judge the guest. Never say “You’re drunk.” • Call for backup if the guest makes trouble.

37. Checking IDs It is ILLEGAL to have an altered ID • Ask the guest to remove the ID. • Thoroughly examine the ID. • Ask questions to quiz the guest about the ID. • Ask for a second form of ID if necessary. • If in doubt, don’t sell.

38. Wisconsin License The 7th and 8th numbers indicate the birth year. In this example, the subject was born in 1982. In this license the letter “S” serves as the first letter of the subject’s last name. The 9th, 10th and 11th numbers indicate gender. If the number is under 500 the subject is male. If the number is equal to or greater than 500, the subject is a female. In this example the subject is female.

39. Wisconsin License

40. Wisconsin License

41. Check IDs Communicate policies Train employees Documentation Cut-off intoxicated guests Alcohol Limits Cut-Off Times Offer alternative beverages Designated driver programs Work with police and security Reasonable Efforts • The steps that all employees are legally expected to take to prevent alcohol-related problems or injuries

42. Understanding Liability • Documentation • Recording all alcohol-related incidents can help you and the facility track problem areas as well as improvement in managing alcohol problems • Who, What, When, Where • Don’t Admit fault • Tracks trends • Sheets found in every location

43. Understanding Liability • Common Negligence • Broad laws based on prior court cases, not specifically addressing alcohol • This law applies to all Associates such as ticket takers, ushers, concessions workers • Dram Shop Liability • Alcohol-specific laws that apply to establishments that provide alcohol • 3rd Party • Aramark Case is an example • This law applies to Servers and Sellers

44. Discipline Policy Single Infraction Resulting in Termination from all DNC Locations: • Serving a visibly intoxicated patron; or • Serving a minor; or • Any other violation of law; or • Service of more than the allowed number of drinks to a patron (2); or • Violation of a rule established by Lambeau Field/SS/DNC in which associates have signed a written acknowledgment that a single violation will result in termination

45. Discipline Policy Single Infractions Resulting in Indefinite Counseling & Retraining: • Failure to proof anyone appearing 40 years or younger (not resulting in the service of a minor); or • Any other violation of our Corporate Alcohol Policy (other than the service of more than the allowed number of drinks to a patron-2); or • Violation of any unit specific alcohol service rules, if there is no written acknowledgement by the associate that a single infraction will result in termination

46. Training Sign-Off: Each year you will go through alcohol training. The first year, and every third year there after, you will become certified or recertified. After each training each year, you will asked to sign-off on the alcohol training and alcohol policies. Daily Alcohol Sign-Off: Each day you will be responsible for READING the alcohol policy and SIGNING the daily alcohol sign-off sheet. Alcohol Sign-Offs

47. Ethical Equations Alcohol Shops: At least once a month, if not more, a third party independent company will come in to “Secret Shop” associates in regard to the alcohol policy. They are looking to see if associates ID, serve more than 2, and/or rehash. Again, if caught serving more than 2 or rehashing, it is termination. If caught not ID’ing, this will result in an indefinite counseling & retraining. Second time is termination. GBPD/Brown County Sheriffs Sting Operations: At least once a month, if not more, the GBPD, will conduct a Sting Operation in which they send in their undercover safety training officers to see if our associates are serving minors. They will present a REAL ID that says they are under 21. If you ask the person if they are 21, they will answer honestly. Again, if caught serving a minor, it is termination. Alcohol Shops & Stings

48. Venue Policies • ID anyone who appears to be 40 years or younger • Alcohol sales cease at the end of the 3rdquarter (end of game for club level) • 2 Alcoholic Beverages per person (valid ID required if person • appears 40 years or younger) may be sold at one time • Alcohol may only be sold to guest 21 years or older • Refuse to sell to guests who appear to be intoxicated • Sportservice reserves the right deny the to service of alcohol • REMINDER: A partial alcoholic drink is considered one drink; • therefore, if a guest has a partial drink, you may only serve • them one more alcoholic beverage.

49. Food Safety

50. Food Safety Prevent contamination from associates Begins with clean hands, clean work station, and clean equipment Receiving and storing food Cooking and holding temps