“We craft and deliver extraordinary entertainment experiences.”

1. “We craft and deliver extraordinary • entertainment experiences.”

2. 2009 NFP Concessions Training

3. Concessions Welcome to Centerplate! Our Concessions team is committed to providing the highest quality food and beverage service. Centerplate is committed to providing you with the tools, instruction and training to best enable you to contribute to our success. Lets Get Started!!

4. Concessions • Centerplate’s Service Vision • “Creating something special” • This means to create a truly memorable experience for our clients, fans, guests and attendees by offering high quality food, beverage and merchandise services with a responsive, solution-driven staff. • Our Company Motto: • “We craft and deliver extraordinary • entertainment experiences.”

5. Concessions • Our Concessions training will cover • Organization of Department • Procedures • Duties • Customer Service • Cash Handling Requirements • Health Department Reminders • Centerplate’s training will enable YOUto • provide Extraordinary service to • our customers!

6. Concessions • Types of Concessions Outlets @ LOS • Centerplate has several types of concessions sales points: • Permanent Stands • Portable Stands • Club Areas • Warehouses • Vendors/Hawkers • MBE/WBE

7. Concessions • Concessions Department Organization • General Manager • Assistant General Manager • Concession Manager/Club Manager • Assistant Concession/Club Managers • NFP Staffing Coordinator • Lead Supervisors • Area Supervisors • Stand Managers (NFP Leader) • Bankers (NFP) • Cashiers • Stand Attendant

8. Concessions • Duties of Managers • Lead Supervisors (Centerplate) • Manage 3 to 4 Area Supervisors and resolve any issues • Enforce Proper Procedures/Health Department Regulations • Area Supervisors (Centerplate) • Manage 3 or 4 stands and resolve issues which may arise. • Stand Managers • Manage all stand staff. • Manage stand food production. • Determine assignments. • Maintain sanitation of stand and equipment operation. • Banker • Prepare and deliver opening bank paperwork. • Pick up and deposits stand “bank”. • Distribute cash to stand “tills” or cash registers. • Make change during event/shift. • Deliver deposits during event/shift. • Prepare closing bank paperwork. • Turn in bank and paperwork at end of day.

9. Concessions • Duties of Cashiers • Assist in opening of stands. • Assist in pre-event inventory. • Assist banker with distribution of “tills” prior to event. • Serve guests by taking orders, delivering merchandise, food and beverage, and handling payment. • Provide excellent customer service at all times. • Act as initial contact for customers with concerns or • complaints. • Suggest additional merchandise, food and beverage items during the sale – “up selling”. • Responsibly sell alcohol – verify IDs, assess customer for impairment and enforce Company Alcohol Service Policy. • Assist in keeping the stand or work area neat, clean and sanitized. • Assist stand manager or supervisor with closing procedures after the event.

10. Concessions • Shift/Event/Game Day Procedures • Follow your unit’s procedures upon arrival: • Employee Parking – Limited Parking Available • Arrival Time – Mgr/Banker 2 ½ hours before GATES • Workers 1 ½ hours before GATES • Check In/Wristbands – Easterday Building • Stand Assignments – Make sure everyone knows • Storage of Personal Belongings – Limited Space • Game Day/Event Notes – Read and Share • Show up on time, and be ready to: • “Craft and deliver extraordinary entertainment experiences.”

11. Concessions • Proper Uniform • The proper uniform for your position. • Pants – Must be Black • Shoes – Comfortable, Closed Toe Shoes • Shirts, Hats/Visors, Aprons – Centerplate provided. • Grooming: • neat businesslike hair styles • hair shoulder length and longer, must be tied back • superior personal hygiene • naturalhair color • minimal make up • minimal jewelry • fingernail tips no longer than 1/8 inch • minimal perfume/cologne. • Smile!! • Questions? Ask your supervisor or Manager.

12. Concessions • Pre-Shift Meeting • Area Supervisors will meet with their stand manager and banker before events to review the following: • Assignments • Policies and procedures • Menu changes • Opening and closing times • Alcohol Service Policy • Upcoming schedules • Issues from prior events • Game day or event notes • Stand Managers and Bankers need to share ALL of this information with the rest of the group. • Ask Questions!

13. Concessions • Opening Procedures • General Tasks • Turn on equipment, lights. • Clean all counters, machines, glass, displays, etc. • Sweep floors. • Empty trash, remove boxes (up till gates open). • Stock inventory. • Fully open stand (Gates Up). • Tidy all displays. • Fill condiments carts and napkin dispensers. • Ensure uniforms are complete on ALL stand workers. • Ensure menu board is accurate. • Set up cleaning/sanitation supplies. • Stock supplies of hand washing supplies and • disposable gloves.

14. Concessions • Opening Procedures • Verify Inventory • As Stand Manager, you will oversee the inventory or • counting of all chargeable products in the stand. • Verify the numbers that you count with your Area Supervisor and make sure that they match. • Count food items taking the longest preparation or • cooking time first, to speed up food production. • Count items in full measurement (case/box) • and then individual loose items.

15. Concessions • Opening Procedures • Accurately count all transfers, or additional items delivered during the event, and report on your stand worksheet. • Spoiled items are to be counted and reported to • the Stand Manager for reporting on the stand worksheet. Set up a box for these to go in during the event. • Meal items (food/beverage consumed by employee) • must also be counted and reported on the stand worksheet. • ALL these need to be Verified by your Area Supervisor at the end of the event.

16. Concessions • Food Production • Prepare food items according to designated stand production sheets. • Use Stand recipes to prepare/serve food selections. • Ensure stand is stocked with all required food items per the stand food production sheets. • Timing of food production is critical – between 50 - 75% of food production occurs between event opening and first • intermission. • Periodically take food temperatures (every 30 minutes or as instructed) and record in “Temperature control Log Sheet.”

17. Concessions • Food Production • Fifteen minutes before doors open: • prep levels of food should be finished. • fill food warmers with correct levels of prepared • foods. • fill candy trays and displays. • double check equipment operation. • fill ice towers/storage. • test soda machines. • test beer taps (Beer Techs will handle this) • clean all surfaces. • check stand from the customer’s viewpoint and clean all visible points. • SMILE! • Communicate to food prep the amounts of sales and food items that need to be replenished.

18. Concessions • Distribution of Bank/Till • Banker will deposit cash in registers/tills before the event starts. • Ensure register is on and working properly. • Secure/lock register/till when not in use.

19. Concessions • Quest System • Verify that you have your log-in number to be able to open and use the Quest system • Review credit card procedures • Let them know which ones are allowed to be taken • Review coupon procedures • Review the coupons for the event • Show how to use the specific keys on the register for the coupons

20. Concessions • Sales/Cashiers • Your are the ambassadors to our customers – you • have first hand contact with them and respond to their needs. • Keys to Extraordinary Customer Service. • Courtesy. • Communication. • Pride. • Competence/Knowledge. • Extra Effort. • Appearance.

21. Concessions • Key 1 Courtesy • Customers view courtesy as a basic part of service. • Courtesy is the single most important behavior a customer • expects. We demonstrate COURTESY by WHAT we say, the TONE we use and the GESTURES & ACTIONS • WE USE. • Our words and actions do show how we feel. • FRIENDLY is key. • The first communication must be positive, friendly and enthusiastic. • 10/5 Rule: Make eye contact within 10 feet and deliver a warm verbal greeting within 5 feet of each customer. • Remember the lessons from childhood: • Always say please, thank you and yes/no sir/ma’am.

22. Concessions • Key 1 Courtesy • The “Friendly” Factor: • Friendly makes sales – and friendly • generates repeat business. • Friendly is a quality, and like all qualities, has varying levels of competency. • Friendly is a degree. What’s the temperature of • friendly in your work place? Is it warm or cold where • you work? • OR

23. Concessions • Key 2 Communication • Effective Communication requires one to: • Listen • Clarify • Repeat • Respect • Reflect • Reaffirm • Think before speaking • Deliver goods or information • “Thank you”

24. Concessions • Key 2 Communication • Communication is interacting with every customer with enthusiasm and courtesy. • Start of with always having a smile on your face! • Show a sense of urgency in everything you do. When • you are moving fast and have a jump in your step, it • creates energy that the guest will notice. They will feel • that you are making them your priority over everything • else. • Speak clearly and be sure the guest can hear you. • Energy comes from how you speak to the guest. If • you mumble or your voice is soft there’s no energy. • If your voice is heard and has enthusiasm, your guest • will feed off that energy.

25. Concessions • Key 3 Pride • Being proud of Centerplate, the food, beverage and • merchandise, and the job you do translates to the • customer. • Customers who see and understand Pride of ownership respond positively and want to know about your services. • Ways to Demonstrate Pride: • Clean Station/Work Area • Complete Approved Uniform • Express Interest • Suggest Options • Highlight new menu items

26. Concessions • Key 4 Knowledge/Competence • KNOWLEDGE – Employees must know about • Facility Layout • Vendor location • Rest Rooms • Products • Safety/First Aid • Security • Management • COMPETENCE – Employees must demonstrate • Efficiency • Problem Resolution • Thoroughness and Attention to Detail • Excellence in Service

27. Concessions • Key 5 Extra Effort- the “WOW” Factor • We can best serve our guests by going above and beyond in each encounter. • EXTRA-EFFORT leaves the BEST of impressions. • The extra-effort we extend to customers is the part of EXTRAordinary service that keeps customers coming back. WOW! Is surprising our guests and exceeds expectations. WOW! Is doing what others can’t (or won’t). WOW! is what you do for others in an exceptional way. WOW! is the ticket to success.

28. Concessions Key 6 Appearance • First impressions are KEY • Upright Posture • Excellent Grooming/Hygiene • Complete Uniform with Name Badge • SMILE!

29. Concessions EXTRAordinaryService Are you ready to go the EXTRA mile? E EVERY CUSTOMER IS GREETED X CROSS PATHS WITH THE CUSTOMER T TAKE THE TIME R REMEMBER TO SUGGEST AALWAYS THANK YOUR CUSTOMER

30. Concessions • Every Customer is Greeted • 10/5 Greeting Rule: Make eye contact within 10 feet of guest and offer a verbal greeting within 5 feet of guest. • Conversation Greet – • “Good morning/afternoon/evening. Welcome to Lucas Oil Stadium. What can I get for you today?” • “Great/Tough game today, what can I get for you?”

31. Concessions • X-Crossing Paths With Customers • To determine their needs • To demonstrate your enthusiasm and positive energy • To create an exciting memorable experience • To approach guests in a uncomplicated fashion – by being courteous friendly and with LOTS OF ENERGY!

32. Concessions • Take the Time • LISTEN to Customers • Be PATIENT • LISTEN around you • WATCH for clues of customer needs • TAKE ACTION to help the customer • BE EMPATHETHIC to the needs of customers • SHOW YOU CARE

33. Concessions • Remember to Suggest • Suggest items while the customers are looking at the menu • Suggest more items or new additions to the menu • Deliver a memory • Demonstrate the variety of our menu • Educate regarding products • ADD ON THROUGHOUT THEIR VISIT • 1. When a customer orders a sandwich, you should ask the customer if they would like to add some French fries or onion rings with their sandwich… or potato chips (if available in the stand). • 2. When a customer asks for a baked pretzel, you should suggest warm cheese to go with the pretzel. • 3. If a customer asks for a salad, ask what type of dressing they would like. • 4. If a customer asks for nachos and cheese, let them know the jalepeno peppers are on the condiment cart and where it is located.

34. Concessions • Always Thank Your Customers • Thank your customers and be sincere. This is the last impression they will have of us and our client. BE SINCERE!! • “Thank you” • “Thank you, have a great day!” • “Thanks for coming in early!” • “Thanks for supporting the team today!” • “I hope you had fun today, thank you!” • “Enjoy your meal, thank you!” • Make a Difference. • Think how you can change • ordinary into EXTRAordinary.

35. Concessions • Sales – Tips to Keep the Lines Moving • Pre-ice soda, drink cups as lines form. • Continuously re-stock food items. • Have back-up products ready for Stand Attendant. • Open all Points of Sales. This is a MUST! • Put most experienced cashiers on the front line. • Take the order and repeat it to Guest. • Suggest additional items from the menu. • Monitor time of sales interaction. • SMILE! • Deliver food and beverage items promptly. • Take payment and deliver change clearly and concisely. • Continuously clean the stand. • Give EXTRA EFFORT!

36. Concessions • Sales of Alcohol • The Responsible Sale of Alcohol (RAS) is a critical obligation of every concession employee who serves alcohol • You can receive TIPS training designed to instruct you on responsible serving techniques. • Cut-Off Time • 2 Drink Limit per Person • Card anyone that looks under 35

37. Concessions Money Handling Payment Methods - cash, credit cards and US travelers checks - NO personal checks! Cash - check for watermarks on larger bills (greater than $20.00). - ask for your manager if there are questions. - set questionable bills to an empty slot in the till so they don’t get mixed up. Credit Cards - all major credit cards accepted (No Diner’s Club). - your manager will explain the procedures for your location. - check the name and expiration date. - verify credit card with picture ID (drivers license). - verify signature on back of card with drivers license.

38. Concessions Money Handling US Travelers Checks - confirm it is a US travelers check. - watch the customer sign the check. - verify name and signature with valid picture ID. Personal Checks - not accepted. Do not hesitate to ask questions if you are unsure regarding any aspect of payment methods. This is YOUR Responsibility!

39. Concessions • Money Handling-CASHIER • A positive attitude is KEY. • “10/5 Rule:” Greet each customer as he/she is 5 feet from you with a warm smile and greeting, even if you are assisting another customer. • Assist customers in their selections. • Notify customers to new menu items. • Verify the correct price rings up on each item. • Upsell – suggest other items. • Thank You!

40. Concessions • Money Handling-CASHIER • Repeat the order to the customer. • Clearly tell the customer the total amount of the sale. • Place cash (amount tendered) from guest on the ledge or across drawer of the till while making change, clearly stating the amount of the sale and the amount of change: • “That will be $45.75 today. Out of $50, your change is $4.25.” (count out each bill of change and the coins). • Place cash in the drawer immediately and CLOSE the drawer. • Hand the receipt to the Customer after closing the drawer (if applicable). • Give customer his/her order and THANK THE CUSTOMER. • TIP JARS are NOT ALLOWED!

41. Concessions • Money Handling-CASHIER • Leaving the amount tendered on the till ledge or top of drawer verifies the denomination given you, if any questions arise. • Never turn your back on an open till. • Periodically inform your manager of your need to make a cash drop to reduce the amount of money in your till. • We issue one bank for the stand if the cashier next to you needs change it is okay to give them change. • Keep your till orderly with like bills stacked up and facing the same direction.

42. Concessions • Cash Handling Do’s & Don’ts • Monies should be immediately placed in the cashiers cash drawer or box and locked upon entering the work station. • cashiers are to ring up all sales individually on the register as the sale is made. • No bill larger than a $5.00 is to be put into the register before change is counted back to the customer. • All change (coins and bills) is to be counted twice, once as the change is pulled from the drawer, and again out-loud, as it is handed back to the customer.. • The cash drawer must be closed after each transaction.

43. Concessions • Cash Handling Do’s & Don’ts • Cashiers are not to accept personal checks or payroll checks. Cashiers are only to accept credit cards as instructed by their supervisor or manager. • Cashier must treat errors very seriously! If the error can not be corrected on the register, the cashier must notify his/her stand manager/banker immediately. The error must be documented in writing and turned over to the area supervisor, to be attached to closing paperwork. • Cashier must notify their stand manager/banker immediately if there is a malfunction of the register or any mis-pricing of items. • Cashiers, like all employees, must never have bags, purses or other personal belongings at their work station, leave in back room/on rack. • To help counting monies at the end of the event, place all bills in to the drawer face up and in one direction, and separated by denomination.

44. Concessions • Our Customers Deserve Service that Reflects • R Respect • E Energy/enthusiasm • S Smile/Positive attitude • P Passion • E Exceed expectations • C Communication • T Teamwork

45. Concessions Good Hygiene Wash your hands: • When you begin work. • After you have used the restroom. • After coughing, sneezing, scratching, touching hair. • After a break (smoke, eat, drink). • After handling potentially hazardous foods. • After cleaning or taking out the garbage.

46. Concessions Handwashing Requirements • Turn on warm/hot water and wet hands. • Apply soap to hands and scrub over tops and palms of hands, • between fingers and fingernails. • Scrub hands for at least 20 seconds. ABC’s • Rinse hands thoroughly under running water. • Dry hands with single use paper towel. • Turn faucet off with the paper towel. ABCD♫

47. Concessions The Proper Use of Gloves Never use gloves in place of hand washing! • Wash hands thoroughly • Before putting on gloves • When changing into fresh gloves • Wear gloves • When handling ready-to-eat foods • (salads, deli-meats, pickles, etc.) • Over bandages on hands and forearms • When handling raw meats, such as ground beef • Change gloves • When punctured or torn • Before beginning a new task • Every hour during continual use

48. Concessions • Meals/Breaks • The stand manager will explain the process for meals/breaks to the entire stand. • Our location will provide meal tickets to all employees for their meals. • The stand manager will explain when you may take your meal/break (ie, not at half-time or intermission) and where you may take your meal or break. • ABSOLUTELY NO DRINKING of alcoholic beverages is allowed while working or on company property, unless an admission ticket is purchased and you are off duty.

49. Concessions • Closing Procedures • Spoilage • Stand manager will collect and record all spoiled items. • NO FOOD MAY LEAVE THE STADIUM!. • This spoilage will need to verified by the area supervisor. • Closing inventory • The stand manager will count all the chargeable items. • These numbers need to be verified by the area supervisor and agreed upon. • Banker • Collects all monies and coupons and GO directly to the vault • DO NOT COUNT MONEY IN THE STAND! • Sanitation • Clean stand, equipment, floors, displays, condiment area, utensils, pots, pans, etc. • Sweep and Mop floors.. • Drain and Sanitize sinks, buckets. • Take out all trash.

50. Concessions • Closing Procedures • Equipment • Make sure it is turned off and cleaned. • Depart Stand • Stand Manager should not let any staff leave till the area supervisor says that it is okay..