Lu & Aug’s Ice cream and Coffee
Employee Handbook Policy and Procedures
Welcome to Lu & Aug’s!
Congratulations, you made it through the interview process! We are very excited to welcome you into our wonderful world of ice cream and coffee. Lu & Aug’s is committed to creating a happy, healthy and safe work environment for you as an employee. We hope that you will feel like a part of the team and affirmed as a person here at Lu & Aug’s. If you have any questions, comments, or concerns, please feel free to contact a member of the management team because we are all here to help! Thank you for choosing to work with us! Now let’s get things started!
Sincerely,
Lu & Aug’s Team
Our Mission
Lu & Aug’s will provide its customers with a unique dessert experience based on:
• Value, quality, and presentation of our products
• Excellence in customer service
• Clean fun and entertaining atmosphere
Our Goal
To have the BEST customer service, the BEST products, and the BEST ice cream and coffee shop by providing the BEST overall experience through quality, fun, and unique frozen desserts!
Important Note on Our Handbook
This handbook is an outline of the rules and regulations governing the store but is by no means a comprehensive or exhaustive document. Also, items in this handbook are subject to change with or without notice as situations arise. This is not a contract of employment. Reading and signing the agreement does not mean you are guaranteed a position at this time
or any other, which means that at any time your position may be terminated with or without cause.
Our Work Policies
Let us start by saying that we require the very best of our employees. As mentioned in our Mission Statement/Goal, we want to exceed our customer’s expectations in all areas – Value, Taste and Service. We require you to be excited about the success of Lu & Aug’s. To achieve this excitement; you will need to have an emotional ownership of the store; to be proud when we are complimented and to strive to do better when we receive complaints. We welcome your ideas and suggestions to make the store better.
You are the front line of our business. We depend on your enthusiasm and your diligence.
Employees are expected to help create a happy, friendly, and safe environment by being energetic, outgoing, and welcoming. Every customer will be greeted when they walk in the door and leave feeling valued and satisfied with your service. You were chosen for our team because we know you will be amazing at valuing our customers and helping them want to return again and again.
We hope that you will feel personally invested in the success of Lu & Aug’s - we want you to be an integral part of our team and help us create a family friendly gathering place that can contribute to do. Although an ice cream/coffee shop is a fun, happy place to work- there is a LOT of work to be done. Employees are expected to use all the time on their shifts toward helping the success of our store through customer service, cleaning, and other tasks.
Employment Policies
Age Requirements
Lu & Aug’s follows all applicable laws pertaining to age requirements in the state of Pennsylvania. Because employees are required to work past 9:00pm, we prefer our employees to be at least 16 years of age. However, we do hire 15-year-olds. Please refer to PA Department of Labor and Industry for more information.
Tobacco Use
Lu & Aug’s is a non-smoking workplace. Smoking or the use of any form of tobacco, including e-cigarettes and chewing tobacco will not be tolerated. There will be no time allotted for smoking. Any unauthorized break is grounds for dismissal.
Harassment
Lu & Aug’s is committed to providing a working environment in which its employees are treated with courtesy, respect, and dignity. We will not tolerate or condone any actions by any persons that constitute sexual harassment of any employee or customer.
Harassment includes but is not limited to: name calling, sexual suggestions, inappropriate and unwanted touching, throwing things, talking negatively about another employee or individuals within the work environment, and any other action or actions that unreasonably and unfairly impedes on the rights of another individual as an employee of the store or company. Please talk to a member of the management team if you are being harassed or feel someone else is being harassed.
Please refer to the Discrimination and Harassment section for more information on this matter.
Absenteeism and Tardiness
No call, no show will be dealt with on a case-by-case basis but, in most cases, it will result in termination. If you are sick, you are responsible for reporting your sickness at least three hours prior to your shift to the store manager. If you are going to be more than five minutes late, it is your responsibility to call and let us know what time you should be arriving. We have this policy so that if it is necessary that someone stay on your behalf, they have an indication of how long they are going to need to stay.
Resignations
All resignations need to be written and given two weeks in advance of any date of departure. This includes if you are leaving for school or to pursue another employment opportunity. Being professional is important; this is a characteristic that will mold your work ethic for future employment opportunities.
Time Clock Procedures
You are responsible for clocking yourself in and out for your daily shift. Clock in by using the Square located on the store iPad. Please clock in 5 minutes prior to your scheduled shift so that you are ready to begin serving customers at your scheduled time. Please do not clock in until you are ready to work. Please use the restroom and take care of any personal matters before clocking into your shift. For example, if you commence at 10am, that means being ready to serve customers at 10am, not walking in the door. You are also responsible for clocking out and in for any break periods. Failure to do so may result in non-payment for hours worked so please remember it is your responsibility. If you forget for any reason, please contact a member of management immediately or make a note in the time clock application so the situation can be resolved.
Employee Breaks
PA Law requires an employer to provide break periods of 30 minutes (not less) for minors ages 14 through 17 who work five or more consecutive hours. We are not required to give breaks for employees 18 and over. Lu & Aug’s does not schedule regular breaks for our employees. However, breaks can be taken on an “as needed” basis but only if convenient for other employees. At Lu & Aug’s, most shifts are approximately 5-6 hours in length. While you are allowed to bring food to work, please plan on eating before or after your scheduled shift in case there is no time for you to eat while on shift. If you do decide it is absolutely necessary to take a break while on shift, you must confirm and get approval from ALL OTHER employees currently working before taking your break. Never leave your coworkers shorthanded. You must also clock out during your break period. Breaks are to be 30 minutes. No more than one break is allowed during any given shift.
Payroll Checks
All payroll checks will be directly deposited into your bank account. Payroll checks will be deposited into your account every two weeks. If we need to provide a paper paycheck, you are responsible for picking up your own paycheck from the store. We will not release it to anyone, (i.e., not mom, brother, sister, friend, boyfriend, dad, girlfriend, etc.), but YOU. We will mail it if you are moving or leaving for school. It is your responsibility to make sure that we have the proper mailing address if mailing will be necessary.
Holidays
The store is closed Thanksgiving, Christmas, and Good Friday. We may have limited hours on Christmas Eve and New Year’s Eve. We plan to close down after Christmas to the first week of January and will let you know in advance. We are open and operating as normal on all other holidays. Everyone will be expected to work unless otherwise specified. There is no additional pay given for working holidays.
Employee Injury/Worker’s Compensation
It is important that we maintain a safe and injury-free work environment. However, if accidents occur that result in injury within the store or work time, compensation will be given as mandated by law. You must report any injuries received while working to your immediate supervisor immediately. Report all injuries to the shift leader immediately. It will be determined if the employee needs to seek medical attention. A worker’s compensation form must be filled out and turned in to the insurance company within 24 hours of the injury. All injuries will be reviewed to see if any safety procedures were not followed. All employees are trained in safe procedure practices upon hiring. Once trained, the employee is expected to follow all safety procedures.
Employee Discount
Employees are entitled to one serving of ice cream, coffee or one baked good per day for their own consumption. Pints, donuts, drinks and/or any other prepackaged food are not eligible for the free discount. Free ice cream, baked goods or other items are not to be given to other family members, friends, customers, or other individuals without consent from one of the owners.
Other Discounts
No discounts are to be given unless pre-approved by management. Employees caught giving any form of discount or free items will be terminated immediately. We currently do not offer any discounts for military or first responders.
Theft
Theft can take many forms but can essentially be described as follows. Any employee that takes something that is not his or hers or gives something away that is not his of hers can be referred to as theft. Examples of theft could be, but is not limited to the following items:
• Eating store food or candy while working
• Eating ice cream or other product without paying for them
• Over portioning your friends or family’s order
• Giving product away to friends or family
• Taking cash or tips without permission
• Coming late for work but claiming pay for a full shift
• Wasting time while on shift
• Attending to personal matters while on shift
• Listening to headphones during your shift
• Talking, texting, or playing games on your phone while on shift
We are serious about dealing with employee theft and will report any incidents to the local police department. Inventories and cash deposits are checked regularly by ownership to ensure the store is running effectively and without loss of product or money.
If you suspect or see any theft occurring within the store by an employee, please tell a manager or place an anonymous note in the safe. The information will remain confidential.
Food Swap
There is to be no food swaps between our stores and other stores without prior approval from management.
Honesty and Accountability
We expect the absolute best from our employees, and thus honesty rates amongst one of our highest attributes we seek. Not only do we expect honesty in your dealings with money,
product, and time, we expect honesty in all aspects of your work. If you need time off, or require any special needs, please talk to a member of the management team.
We also expect respect to be shown to all shift leads/supervisors. Any reports of shift lead’s requests being ignored, not followed through, or challenged may result in termination of your employment.
Language
We have a zero-tolerance policy when it comes to rude, abusive, profane, or insulting language or manners toward staff or customers. This will absolutely not be tolerated and will be subject to disciplinary action up to and including termination.
Every customer is to be greeted with – “Welcome to Lu & Aug’s!” and thanked at the end of their transaction.
End all private conversations the moment customers walk in the door. Finish the conversation later. Absolutely do not talk badly about customers in front of other customers. Our employee team is a family and your name is safe at work. Do not talk badly about coworkers at work or outside of work.
Employee Discipline
Pennsylvania is a "work at will" state. This means there is no set length for an employment relationship and either the employer or the employee may end it at any time, with or without notice, with or without cause. Depending upon the seriousness of the violation and past performance of the employee, an employee violating a policy may:
• Be verbally warned
• Receive a written warning
• Have their employment terminated
Smoking and Chewing Tobacco
Smoking, chewing tobacco, and vaping are not permitted by employees or customers in or around the store.
Customer Complaints
Please make note of any customer complaints in writing and leave for Pretha or Ash at the end of your shift.
Hand Washing
Good hand washing is vital to both your health and the well-being of the customer. Hands must be washed prior to handling any food items, using the bathroom, and after doing any cleaning procedures.
Effective Hand Washing is as Follows:
• Wet hands and exposed portion of forearms with warm water
• Use disinfectant soap and work up a lather that covers hands and forearms. • Rub hands together for at least 20 seconds. Pay attention to the nails and between fingers.
• Rinse hands and forearms with warm water.
• Dry hands and forearm with a clean paper towel.
• Use paper towel to turn off water and (if applicable) use on door handle of bathroom. Gloves
Gloves are to be worn when handling any product that will be eaten by the customer or on your scooping hand. Always wear a glove on your scooping hand and when handling any product directly that will be eaten by the customer (cone, cookie, etc). Wash your hands prior to using gloves. Gloves must be changed periodically during your shift. If you have any cuts, wounds, or open sores on hands and arms they must be completely covered by a waterproof bandage or gloves. You are not to handle any money with a gloved hand. If handling money with no gloves on, employees must wash hands before serving food products. If handling money with gloves on, employees must change gloves before serving food products. Do not reuse gloves and discard gloves if they fall on the floor.
Customer Injury
Report any injury immediately to the manager. Document the incident. Get the name, address and phone number of the customer and any witnesses and give it to the manager.
Security
Doors are to be locked both at pre-opening and at closing. This will help decrease the incidence of robbery. No non-employees are to ever be behind the counter area or in the store before or after opening hours. Staff are to use the buddy system when leaving the building on the night shift.
Robbery
In the unlikely event that an armed or unarmed person targets the store, please comply with the thief’s demands. Obtain as much of a description of the suspects as you can and call 911 immediately after they leave. Do not leave the store to go after the thief or to gain a further description. The safety of staff members and customers are our first priority. There are cameras positioned throughout the store that will provide information and further description to police in their investigation.
Confidentiality
We strive to be the best ice cream store, not only in Pennsylvania, but in the country. This being the case, our recipes, ingredients, procedures, industry secrets and all else that we do Lu & Aug’s is proprietary information.
You are not to give any of this information out to any person whether they ask or not but refer them on to the owners. A breach of this policy is very serious and can compromise not only your employment, but the existence of the store itself.
Job Details
Training
Training at Lu & Aug’s is a comprehensive task. It is multilayered to ensure that you are getting a well-rounded understanding of the work environment.
• Training begins with at least four 3-hour sessions with either the owner or a shift lead. This will teach you the basics and give you a feel for the job.
Schedules
Schedules will be posted at least a week in advance using the Square and the 7shifts apps. Each employee is responsible for submitting his or her requested time off at least 1 month before the schedule is made. Requests for time off are on a first-come, first served basis. We will do our best to accommodate each person, but we will not guarantee that you will always be allowed the requested time off. If you have not requested a particular date off and are scheduled to work, but a conflict arises, you are responsible for finding someone to cover your shift.
Please use the "Time Off" option to submit time off requests in the 7shifts app. Requests via text messages will not be accepted. It must be through this app. Once submitted, please wait for us to approve it. If you're assigned a shift and can't make it last minute, you'll need to find someone to cover you - either by offering up or trading your shift. You will be accountable for your schedule until we approve the change.
A manager must approve any changes to the schedule. Exceptions to having to cover your shift include and may not be limited to: illness, death in family or friends, and accidents or injuries occurring immediately before the scheduled shift.
Dress Code
Your appearance reflects on our store’s reputation. Your uniform consists of close-toed shoes, a hat, and a clean Lu & Aug’s Ice Cream/black tee shirt that will be provided. Hats are REQUIRED at all times. No exceptions. Your Lu & Aug’s T-Shirt must be worn as the outermost portion of your clothing. Sweatshirts, coats, or jackets that are not Lu & Aug’s
issued clothing are not to be worn over your work shirt. You will need to wear clean pants which can be jeans, khakis, black pants or leggings, shorts (no athletic shorts) or skirts. With shorts and skirts, they need to be past your fingertips when your hands are resting comfortably at your sides.
If any of these uniform requirements are not met, you may be required: 1) to return home without pay to change, 2) to be given a clean shirt with a current market value charge for the new shirt that is now yours. Of course, if there are extenuating circumstances, you can always talk with a management team member for replacement of hats or shirts. Long hair needs to be restrained and not hanging down (i.e., ponytail). Please wear the cap that has been provided to you.
Cell Phones
Cell phones are not permitted during working hours. Please turn off your phone or put it on silent. Checking of texts or emails is not permitted during work hours, unless you are on a break. It should be private, fast, infrequent, never done during a busy time, and employees must always wash their hands before returning to work.
Shift managers/Shift leads are permitted to use their cell phones to communicate to other employees and owners for work related issues. We would like to treat you as adults and so we would like to trust that you understand this policy. However, we do not have a problem enforcing this policy more strictly.
If you need to use your phone about personal business, it may be used during break periods or after your shift, not otherwise.
Social Media Policy
No cell phone images or recordings are to be taken and/or posted on any social media platform in the premises or during work hours. No images, audio or video of any work related events or procedures are permitted to be taken and/or posted.
Your social media posts can also reflect negatively on the businesses where you work, so please be aware of this and use social media responsibly. Any negative feedback reported on an employee’s social media accounts that adversely affect the business reputation will be investigated.
Loitering Behind the Counter
This is not permitted during work hours and non-work hours. If you have time to lean, you have time to clean! Please see the “Task List” or a Shift Lead/Manager for assistance in finding things to do. If you really have nothing to do, a toothbrush will be provided for you to clean the sinks and drains.
Personal Hygiene
Bacterial contamination is a great concern with any food product, especially dairy. Report any illness to a manager at least four hours prior to shift. If you are suffering any of the following symptoms, please do not come into the store:
• Diarrhea
• Vomiting
• Sore throat with fever
• Discharge from eyes, nose and mouth
• Infected wounds or boils
• Jaundice
Customer Service
We want to be home to the WOW experience! This means we want every individual that passes through our door to feel as though they have had the best experience possible. So, we need to greet every customer as they come in the door, or during busy times, as they reach the counter to be served. This is done by:
1) Saying Hello.
2) Posing a question: Ask if they have ever been in to our store before. 3) Educate and explain about the menu and different options.
4) Highlight the daily deal or new products.
6) Assure them they made a great choice whatever they chose.
7) Upsell before checking out. Ask if they want anything else.
8) Let them know the total.
9) Teach them to use the debit card reader.
10) Tell them their specific change.
11) Thank them for coming in and remember to come back for a special, promotion, or the next time they are craving their favorite flavor.
Management and Employee Relations
The Lu & Aug’s management team is here to help, listen, guide, train, and evaluate your skills as an employee. We do want to know you as individuals and be there for you as your life progresses. In doing so, we recognize there will be times that conversations need to be had on a personal level. You as an employee need to ask permission of the manager to have the
conversation in that tone because it is a business, and we need to make sure that the level of the conversation is understood at the onset.
The management team has the right to set rules and policies within the store to help its overall progression. There will be many occasions where your opinion is asked but, unless otherwise specified, it is not regarded as the final decision in any process. The management team will be responsible for indicating any changes in policy through verbal or written communication. Employees are expected to address any policy or employee concerns with management team members directly. We want it to be an environment of open and honest communication. We think this is best facilitated through direct communication with management.
Discrimination and Harassment
Lu & Aug’s is committed to providing a working environment in which its employees are treated with courtesy, respect, and dignity. Lu & Aug’s will not tolerate or condone any actions by any persons that constitute sexual harassment of any employee or customer.
Sexual harassment is defined as unwelcome sexual advances, requests for sexual favors and other verbal, written or physical conduct of a sexual nature by employees or supervisors where such conduct is either made an explicit term or condition of employment used as the basis for employment decisions affecting employees or has the purpose or effect of substantially interfering with an employee’s work.
Sexual harassment applies to the conduct of a supervisor towards a subordinate, an employee towards another employee, or an employee towards an applicant for employee. Sexual harassment can apply to conduct outside the workplace as on the work site.
In practical terms, this means that conduct such as deliberate, repeated, unsolicited verbal comments, sexual jokes or ridicule, physical gestures or actions of a sexual physical nature, and solicitations for sexual favors are violations of this policy and will subject the offender to disciplinary proceedings.
It is the responsibility of every employee to bring any evidence of sexual harassment to the attention of Manager and/Owner, so that the matter can be promptly documented, investigated so appropriate action may be taken.
Teamwork
Everyone here is working towards the same goals. We want to make it an EXCELLENT experience for the customers. We want to have FUN while we are at work. We want to make MONEY. If we do not work together and help each other out, we will not succeed in any of these goals.
Homework
While you are on a shift, you are being paid to work towards the progress of our business success. If no customers are present, work through cleaning, prep, and other tasks to be completed. If shift leaders agree that all tasks are complete and no customers are present, homework (not requiring digital devices, aka laptops, phones, headphones, etc.) may be done but must be put aside and hands washed the moment a customer is in the store.
Communication
There is a designated place for posting information about policy changes, product changes, schedule changes, customer complaints as well as praises, and anything else deemed useful by management and other staff. Please feel free to add appropriate information to this and if there is a question about the appropriateness of anything already written or anything you want to write please ask.
Three Strike Policy
Lu & Aug’s has a set of standards associated with how the store is to be maintained on a daily basis. You will be trained on how each item is to be done and then work with a shift lead/supervisor for several shifts to reinforce all the items that you learned. After your training period, you will be expected to live up to the standards. We understand that occasionally things cannot be done completely, we need documentation of what is not done and why.
Items not documented and not completed properly are considered a violation. If you receive three violations in one evening, it will result in one strike. After your second strike, you will be re-trained on the items not accomplished properly. After the third strike, you will be terminated. Strikes are accumulated on an ongoing basis.
Security
You should use common sense to safeguard yourself and your personal belongings. Do not bring valuables to work.
Report any missing items to your supervisor at once.
Home phone numbers of other employees should never be given to people outside the company. In the case of an emergency, call the employee at home yourself and relay the message instead of giving it to a non-employee.
Safety
If for any reason you feel threatened or unsafe, please contact a member of the management staff. It does not need to be your direct supervisor if he or she is the person at issue. Please check to make sure that there are not suspicious characters outside before you leave. If there are two people working, you MUST leave together. If you are leaving alone and feel unsafe,
we suggest that if you have a cell phone you punch in 911 and be prepared to hit send if there is an issue. If someone comes to rob the place, DO NOT BE A HERO. Just give them what they want and call 911 after they leave.
Food Allergens
We need to protect our customers’ health and safety as much as possible. When someone says he or she is allergic to something, we need to offer to wash all used utensils and warn that we cannot guarantee that there would not be any traces of their allergen on or in the product. Do the best you can in washing the utensils in hot water with soap, changing gloves and proceed to not touch anything but the product he or she would like. Be familiar with the menu and informed on what options Lu & Aug’s offers for allergy friendly and dairy free choices.
Sanitation
All employees must follow sanitary practices. Please follow these procedures:
• Come to work clean and use good hygiene.
• Keep hands away from your face, hair and other contaminated areas. • Use the handwashing sink with paper towels before handling any food products. • Keep clothing as clean as possible.
• Do not come to work if you are ill.
Accidents and Emergencies
Please report any accident or emergency to a manager. Also dial 911 when the situation warrants. If it is a situation involving a customer, please check to make sure they are ok and tell them that you are going to get a manager before getting a manager. If a manager is not on duty, please contact him or her as well as at least one other member of the management team. See the following page for the accident or emergency form you will need to fill out.
Everything Else
These policies and procedures are not exhaustive and will be modified and added to from time to time. Lu & Aug’s employees are expected to use common sense in all areas of their work responsibilities. If you have any questions ALWAYS ask a manager or the owner.
Accident Report
Date of Accident: __________________
Time of Accident: __________________
Name of Person Involved in Accident: _____________________________________________________________ Person’s Phone Number: ____________________________________________________________________________ Employee Reporting: ________________________________________________________________________________ Accident or Emergency: _____________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ Action Taken: _________________________________________________________________________________________ Managers Contacted: ___________________________________________________________
Sexual Harassment
Lu & Aug’s is committed to a work environment that promotes equal employment opportunities and is free from discrimination and harassment. Sexual harassment constitutes discrimination and is strictly prohibited by Lu & Aug’s. For purposes of this policy, sexual harassment is defined, as in The Equal Employment Opportunity Commission Guidelines, as unwelcome sexual advances, requests for sexual favors and other verbal or physical conduct of a sexual nature when:
1) Submission to such conduct is made either explicitly or implicitly a term or condition of an individual's employment; or
2) Submission to or rejection of such conduct by an individual is used as the basis for employment decisions affecting such individual; or
3) Such conduct has the purpose or effect of unreasonably interfering with an individual's work performance or creating an intimidating, hostile or offensive work environment.
Sexual harassment may include a range of subtle and not so subtle behaviors and may involve individuals of the same or opposite gender.
Depending on the circumstances, these behaviors may include, but are not limited to: unwanted sexual advances or requests for sexual favors; sexual jokes and innuendo; verbal abuse of a sexual nature; commentary about an individual's body, sexual prowess, or sexual deficiencies; leering, whistling, or touching; insulting or obscene comments or gestures; display in the workplace of sexually suggestive objects or pictures; and other physical, verbal or visual conduct of a sexual nature.
This policy applies to all applicants and employees, whether related to conduct engaged in by fellow employees or someone not directly connected to Lu & Aug’s such as an outside vendor, consultant or customer.
Conduct prohibited by this policy is unacceptable in the workplace and in any work-related setting outside the workplace.
Acknowledgement
I hereby acknowledge I have received a copy of Lu & Aug’s Employee Handbook. I understand that the policies and procedures set forth in the handbook are not an express or implied contractual guarantee regarding my employment relationship with Lu & Aug’s, nor do they represent contractual terms of employment. I understand that it is my responsibility to carefully review the employee handbook and ask my supervisor about any of the material that is unclear to me. I also understand that Lu & Aug’s, at its option, may change, delete, suspend, or discontinue any part or parts of this handbook at any time without advance notice.
This handbook is applicable to all employees. No one other than the owners may alter or modify any of the policies in the handbook. Any future revisions of the handbook will replace the prior versions of the handbook.
I have read this acknowledgement. I further understand and agree that my employment relationship is for no definite duration and my employment may be terminated at any time and at the option of either Lu & Aug’s or myself as either of us find necessary or appropriate.
_________________________________________
Employee Name (Please print)
_________________________________________
Signature of Employee
_________________________________________
Date
Opening Duties
This document is to provide you with all the steps necessary to properly open the store and prepare for a successful day of ice cream. The list is prepared in a logical way so can complete tasks in chronological order. Following this order should allow you to be as efficient as possible when opening the shop without forgetting anything. There are many things that need to be done on a daily basis and this is in no way an all-inclusive list. You will also need to be aware of the general environment of the store and make appropriate changes. However, following this guide will help you get open for business!
1. Unlock door:
o If you are assigned to an opening shift, please make sure you have a key to that store. If you do not have a key, please make sure you contact the owner/ store manager who will get you one. It is your responsibility to make sure you have the proper key.
o Turn off alarm and turn on lights.
o Before the store opens, it is advisable then to RELOCK the door behind you. You do not want customers coming into the store before opening hours. While we would love to sell ice cream before opening, this is not a safe environment for you to be in. Please lock the door behind you when first entering.
o When it is time to open, go ahead and unlock the doors for business approximately 5 minutes before the scheduled open time.
2. Clock in time:
o Please clock in immediately upon arrival to the store unless you need to take care of personal matters like going to the bathroom or taking a phone call.
o Clock in using the Square on the IPad.
3. Fill the 3-compartment sinks with washing & sanitizer solution.
4. Fill the sanitizer buckets & spray bottle with fresh sanitizer solution. 5. Check room temperature cookies and brownies and pull more from fridge/freezer if needed. Allow required time to thaw.
6. Preheat oven at 300˚ Fahrenheit for 15 minutes:
o Place 8 for each four different cookie options unbaked cookies from freezer/fridge on a baking tray. Place the tray in heated oven for 15 minutes. Wash hands and put on gloves before handling food!
o Once baked, let cool for 15 minutes and place in bakery display case. Place on new clean cookie sheet with parchment paper for display.
o Place 12 baked brownies from freezer/fridge on a baking tray. Follow instructions on back of box. Once heated, let cool for 1 hour and place in bakery display case. Wash hands and put on gloves before handling food!
o If you determine cookies or brownies are not immediately needed, you may skip this step.
7. Warm up the espresso machine.
8. Check temperature of refrigerators (at or below 40°F) and freezers (at or below 0°F): o Please check all fridges and freezers (stand alone, display and under counter) as soon as possible to ensure that there hasn’t been a malfunction overnight.
o Notify the manager AND OWNER immediately if there are any issues. 9. Check all your syrups are full and not expired.
10. Stock the Front Display Freezer:
o Check the temperature of the display freezer.
o The display freezer needs to look perfect.
o The glass should be perfectly clean.
o Stock display freezer with ice cream sandwiches, cakes and cupcakes prepared the day/evening before.
o Check the temperature of the display freezer.
o See Procedure Manual for “Display Freezer” for more information on assembly, disassembly, cleaning and temperature adjustment.
11. Ensure bakery display is clean:
o Clean glass display.
o Place deli paper on top.
o Place cookie bags next to deli paper.
o Place 1 box of gloves under counter..
o Place parchment paper down on cookie sheets.
o Absolutely no crumbs are to be on parchment paper.
o Cookies should be in rows of 4 cookies.
o Brownies should also be in rows of 4.
o Other baked goods should be neatly organized and presented.
12. Stock the Front Drink Cooler:
o Make sure the drink cooler is turned to the ON position.
o If it was left on from the previous night, remove any frozen drinks and replace with non-frozen.
o Ensure we have stock of all kinds of drinks and flavors.
13. As mentioned throughout, please ensure that you wash hands and put on gloves prior to handling food.
14. Ensure cone dispensers are full with cones.
15. Ensure tongs for toppings are clean and sanitized.
16. Pull toppings from the refrigerator and place them in the cold drop in wells: 17. Return clean, sanitized ice-cream topping spoons/spatula back into the food pan. 18. Put soapy water in a milkshake cup to rinse after every milkshake. You’ll need to make sure you follow the soapy water wash with plain water rinse.
19. Check the till:
o Even though the till was counted the previous night, you need to verify that the same amount of money is in there as was counted the previous night. Counting errors do happen, but also, if we happen to have been robbed, this is when you will find out.
o Start the till with 10x$10, 20x$5, 30x$1.
o 1 extra roll of each coin Type, plus whatever coins were left from previous day.
20. Turn on warmers for fudge and caramel, ensuring that the water in the warmers is up to the quarts:
o 150˚ Fahrenheit for fudge
o 130˚ Fahrenheit for caramel
21. Turn on dipping-chocolate warmer.
22. Open the chocolate enrober coating can, remove the label, and place in warmer: o Heat to and maintain a temperature of 95-105°F, and always stir before use. 23. Brew coffee.
24. Fill whole milk and half-half carafes and set the 2-hour timer for when to replace them. 25. Clean all display case glass with vinegar and water near the food (all other glass – windows, etc. - can be cleaned with Windex, if preferred).
26. If applicable, clean outside tables with vinegar and water.
27. Complete additional duties as assigned by the manager or assignments that were not completed during closing.
28. Clean napkin dispenser.
29. Evaluate merchandise displays to ensure that they are dust free and fully stocked (check, dust and arrange all displays)
30. Stock all consumable inventory:
o Fill up on all the essentials items needed to serve you customers. o Ice Cream cups, spoons, napkins, straws
o Fill the Water Cup Dispenser – Berkey
31. Ensure that soft serve liquid mix is placed into respective soft serve hoppers. Ensure that the hopper is full with adequate amount of mix.
32. Prepare the Customer area:
o If you need to sweep before putting the chairs down, please do.
o Check the table bases to ensure that they are clean as well.
o Remove chairs from the top of the tables and place them properly on the floor.
o Make sure all the tables and chairs are clean.
o Double check that the trash cans were emptied the previous night. o Ensure that restroom is clean and stocked.
33. Turn on the menu display.
34. Turn on the music:
o Choose appropriate music please!
35. Open doors for business:
You’re Ready: Serve Ice Cream with a Smile!
TASKS THROUGHOUT THE DAY
1. Change out the creamers & sanitizer buckets as needed - based on the timers. 2. Brew coffee as needed throughout the day.
3. Clean the syrup bottles and pumps so there isn't any sugar residue. 4. Clean-as-you-go throughout the day, so it's an easier job at closing. 5. Bake cookies, heat brownies when supply is low.
6. Make ice cream sandwiches to place into display freezers.
7. Stock water/beverages in display fridge
8. Walk through the dining/seating area to make sure tables are clean, etc.
Closing Duties
Like the previous list, this document outlines the closing responsibilities for those working the closing shift. Please ensure that you complete these tasks as quickly and effectively as possible. A good store closing will set the next day shift up for success. You will also initial the tasks you completed that night so the day shift employees can check and see who did
what they say they did. Thus, it is crucial that you are honest and complete all the tasks on this list.
1. Important:
o You may NOT start closing until all of the customers are out of the store. We stay open until the last customer walks out. Please be polite to customers in the store and find casual ways to let them know you are closing. Offer to take their trash or if you can get them anything else.
2. Once all customers are out of the store, LOCK the doors while closing. Lock door: o After all customers have left, please lock the doors. You do not want customers walking in on you as you are closing.
o We do this for YOUR SAFETY. We do not want any unwelcomed people after store hours loitering. No friends or family are allowed to stay inside during closing time. They can wait outside. No exceptions.
o Make sure you have a key to get back in when you take the trash outside, do not lock yourself outside the store.
3. Delegate Tasks (Managers only)
o You will take 10% longer to close if you do not split up tasks. At the end of the night, communicate with your closing staff about who will be completing which tasks. Have one person do the dishes, one person start the till, one person start the store cleaning.
o Obviously, there will be some cross-over in tasks, but dividing up the work will make it go more smoothly.
4. Wash dishes/utensils:
o Use the 3-compartment sink to WASH / RINSE / SANITIZE all dishes/utensils.
o Collect all waffle making tools, scoops, dipping well pieces, blender pieces, spoon containers, topping spoons, bucket and lids, used pans, and other dishes made during the shift.
o Make sure to scan the kitchen and counter area for dishes you may have missed.
o Place all washed dishes on the drying rack for the day shift.
o Place dishes on drying racks overnight to dry.
o DO NOT leave any dishes/utensils in the sanitizing sink overnight
5. Empty and clean the 3-compartment sink:
o After the dishes/utensils are done, empty out all the water and clean the three-compartment sink.
o Make sure to rinse any food residue and soap suds out of the sink when you are finished washing. Drain out the sanitizer sink as well.
o Please remember to also clean the hand wash sink in the kitchen. 6. Put Away Baked Goods and Cones
o Place remaining cones and waffle items in the plastic bin above the oven. o Throw away used parchment paper and take used trays to the sink to be washed.
o Place all cut brownies on pan with non-cut brownies and cover, add bread. o Take all unsold cookies and brownies and place them in a bucket with a lid in the fridge. These will be used for ice cream at a later date. There should never be day-old cookies saved overnight. If however, you were to save baked goods overnight, always place a cover over the pan with a slice of bread on the pan. The bread will keep the baked goods moist.
o Cookies and brownies are only allowed to be displayed for 24 hours before being removed and placed in containers and into the fridge for preparation for ice cream toppings.
o Cover all brownies that are not cut with a plastic cover and leave on pan. 7. Clean Bakery Display Case:
o Clean all glass (inside, outside, and sides) with Windex or food grade cleaner/vinegar-water cleaning solution and paper towels.
o Wipe down all of the countertops underneath baked good trays.
o Restock pastry bags and deli paper.
o Restock boats/bowls/platters.
8. Check the Cooling Rack for Dirty Pans
o Dirty pans are stored facing UP.
o Clean pans are stored facing DOWN .
o All dirty pans should be washed nightly.
9. Clean Front Counter - moving displays & fixtures when possible:
o Wipe down all countertops on the front counter (i.e. around the IPad, around the drink fridge, around the cups).
o Wipe down the FRONT of the countertop (aka the lip of the countertop), it gets really gross!!
o Clean the inside of the cabinets and shelves of any crumbs or ice cream. o Organize gift card area and wipe down holder.
o Organize cash drawer area and get rid of any excessive receipt or trash. o Wipe down the IPad and the chip reader.
o Wipe down the area in front of the ice cream freezer.
o Wipe down countertop next to cone display.
o Clean the FRONT of the countertop all the way down the front counter. o Organize cash drawer area underneath counter.
o Clean the glass on the front of the ice cream freezer with Windex and paper towels.
10. Clean Back Counter
o Wipe down any ice cream residue that may have gotten on the tile. o Clean all sinks and faucets with bleach water.
o Wipe down the FRONT of all cabinetry, appliances, and
refrigerator/freezers.
o Wipe down the handles of the oven. Make sure it is turned off.
o Clean out the drains. Wipe them out with bleach water.
o Clean soap dispenser and paper towel dispensers.
11. Close out register and count the till:
o Take out Daily Cash Sales; place in plastic bag and into safe.
o 2 employees must sign the cash deposit bag.
o Use remaining $20 Bills and exchange for $1, $5, and $10 Bills.
o Try to get as close as possible to 10x $10, 20x $5 and 30x $1 bills
o Have one extra roll of pennies, nickels, dimes, quarters in far-left tray. o Count the rest of the till.
o Close the till.
o Reopen till with the same amount as you closed it.
12. Remove cash to be taken to the bank, leaving $200.00 for the float. 13. Close the till.
o Take out daily cash sales found in reports and place them in the clear plastic bag and into the safe. Note how much you removed from the till and note that on the bag. Sign the bag and have another employee double-check and sign the bag as well.
o Use remaining $20 bills and exchange for $1, $5, and $10 bills.
o Have an extra roll of pennies, nickels, dimes, and quarters left in the far-left tray.
o Count the rest of the money in the till.
o Close the till and end the drawer with the total you counted. It should match what the IPad says is in the drawer.
o Reopen the till with the same amount as you close it.
14. Split Tips
o AT THE VERY END OF YOUR SHIFT, you are allowed to split tips.
o DO NOT split tips before all closing duties have been completed.
o Wash tip jar if necessary.
15. Check all product to make sure nothing is expiring tonight.
16. Place soft serve machine on standby.
17. Turn off any equipment that needs to be turned off
18. Clean the coffee brewer & the coffee airpots:
o Go through daily cleaning cycle
o Remove bottom tray and clean underneath the machine.
o Take out milk daily and clean the containers.
o Fill bean hoppers.
o Clean the espresso machine & ancillary pieces: portafilter, grates, steam wand, etc.
19. On Top of the Counters
o Restock the topping container.
o Put toppings that require refrigeration back in the fridge.
o Take all topping spoons to the back to be washed nightly.
o Clean topping bins as needed.
o Wipe down milkshake mixer bases and buttons.
o Clean behind and below milkshake mixers.
o Clean wall behind milkshake mixers.
20. Syrup Warmer:
o TURN OFF THE WARMER EACH NIGHT!
o Refill chocolate and caramel
o Clean the bottles and the warmer itself.
o Wipe down outside of syrup bottles. Wash the tops as needed.
o Syrup warmers should only be set to the lowest setting during the day. o Once a week, place the fudge warmer’s lid and pump in the sink with warm water and dish detergent and sanitize these items, then allow to dry.
21. Clean the milkshake machine:
o Clean the base.
o Cups need to be washed nightly.
o Place cups on top, but not engaged in machine.
22. Clean the Dining Room (stopped here)
o Wipe down all tables, including table bases.
o Move and sweep underneath tables and around the dining room. o Check for gum underneath tables and treat accordingly.
o Wipe down chair seats and legs.
o Put chairs upside down on tables.
o Check the outside area for trash and wipe down any outside tables. o Sweep outside if needed.
o Wipe down all napkin dispensers and the water cup dispenser.
o Make sure all countertops in the dining room are clean. Wipe around the trash container countertops and clean off the FRONT of the cabinets. o Restock all napkins, spoons, straws, ice cream cups, paper towels, and boats. o Wipe down the walls near customer tables.
o Wipe down all door handles (front door, bathroom doors, kitchen door) and clean all glass on the doors and accordingly on the windows.
o Clean behind the trash cans.
o Clean wall under area where people kick their feet.
o Wipe down walls next to customer tables and bathrooms.
o Wipe out dusty areas on the t-shirt shelves. Fold and organize shirts that were moved during the day.
o After sweeping, mop all floors both in the dining room, behind the counter, and in the kitchen. Move tables in order to sweep underneath them.
o To mop correctly, pour bleach water on the floor and mop it up. The mop bucket is only to ring out the dirty water from the mop.
o Hang the mop to dry afterward.
23. Wipe out the fridges/freezers & make sure there are no spills.
24. Wash the outside of the cold drop in wells with vinegar and water. 25. Clean/organize and wipe down kitchen counters.
26. Wash and dry dirty utensils, containers, etc.
27. Clean the front of the display fridge and freezer with window cleaner: o Clean the outside glass.
o Do not attempt to clean the inside glass as it will freeze.
o Push ice cream and other products to the front to give appearance of being full.
o Wipe down the front handles and remove any fingerprints or ice cream residue.
28. Leave any communication for the morning crew where they will quickly find it 29. Stock any products that are low: syrups, grab'n'go items, ready-to-drink beverages, milk, etc.:
o Restock water cups
o Fill up Berkey filtered water container
o Napkins, spoons, straws, deli paper
o Ice cream cups, water cups
30. Check All Fridges/Freezers for Appropriate Temperature:
o Please check all fridges and freezers to make sure all doors are shut and equipment is working properly before leaving.
31. Organize back work area:
o Clean and organize the rear work table.
o Put any groceries away.
32. Clean windows:
o Clean Windows with GLASS CLEANER AND PAPER TOWELS ONLY! 33. Clean drains.
o The drains tend to get extremely dirty, but cleaning them daily will make the process much easier for everyone.
o Use an all-purpose cleaner and rag to clean the drain.
o If they have an odor, use water to clean and then pour into the drain. 34. Clean bathroom.
35. Take out the trash:
o Empty all trash bins.
o Wipe down inside and outside of cabinets.
36. Double check to make sure all equipment is turned off.
37. Disinfect all handles and door-knobs in the store.
38. Cash out Tips:
o Tips are the LAST THING you do before turning off the lights and clocking out. Do not count any tips until all the cleaning has been done. Also, please count tips in front of the other workers to avoid and conflict.
39. Clocking Out:
o Please clock out immediately after closing the store. Please do not delay clocking out while waiting for a ride or any other reason.
o Note any reason for being past 1 hour after closing.
o Note what time you arrived if you forgot to clock in.
40. Turn off music.
41. Turn off menu display.
42. Make sure the store phone and IPad are both charging when you leave. 43. Turn off lights.
44. Activate alarm.
45. Unlock door.
46. Leave and relock door (Ensure that all doors are securely locked):
o Double check that they are locked on your way out by pulling on the handle.
47. Walking to your car:
o Please go to your cars using the buddy system. Safety is our biggest concern.
If you need to wait for a ride home, please stay locked inside the store until someone is there to pick you up.