Fundraiser

Document Sample
Fundraiser Powered By Docstoc
					           Fundraiser
       Training Manual
       St. Louis Baseball
                      2011




Delaware North Companies
           Sportservice
            St. Louis Baseball
             Busch Stadium




              Our Service Promise
“CREATING SPECIAL EXPERIENCES ONE GUEST AT A TIME.”
                      Fundraiser                      1
WELCOME TO SPORTSERVICE ............................................................................................................................................ 4
    PARKING ..................................................................................................................................................................................... 4
      Individual Games .................................................................................................................................................................. 4
      Season Passes ....................................................................................................................................................................... 4
    ABOUT THE BALLPARK............................................................................................................................................................... 5
HOW TO ACHIEVE A GUEST SERVICE FOCUS ................................................................................................................ 7
    SECRET SHOPPERS ...................................................................................................................................................................... 7
GUESTPATH UNIVERSAL SERVICE STANDARDS ........................................................................................................... 9
    TELEPHONE COURTESY ............................................................................................................................................................ 10
GUESTPATH SERVICE RECOVERY ................................................................................................................................... 10
    L.A.S.T. ................................................................................................................................................................................... 11
    USING THE LOG: ....................................................................................................................................................................... 11
GUESTPATH PHRASES TO USE WHEN. . . . . .............................................................................................................. 12
STADIUM ADMISSION REQUIREMENTS .......................................................................................................................... 12
REPORT TIMES ........................................................................................................................................................................ 12
GENERAL WORK RULES ...................................................................................................................................................... 13
PREPARING YOURSELF AND THE CONCESSION STAND ........................................................................................... 14
    THE APPEARANCE STANDARDS FOR SPORTSERVICE AT BUSCH STADIUM ................................................................................. 14
    GAME DAY PROCEDURES ......................................................................................................................................................... 15
RAIN DELAYS/RAIN OUTS .................................................................................................................................................... 16
PATRIOTISM ............................................................................................................................................................................ 16
WORKING TOGETHER .......................................................................................................................................................... 16
WORK STANDARDS AND PERFORMANCE ...................................................................................................................... 16
SAFETY FIRST - IT'S EVERYONE'S RESPONSIBILITY ................................................................................................. 16
INJURIES ................................................................................................................................................................................... 17
FOOD SAFETY AND SANITATION ...................................................................................................................................... 17
CRISIS MANAGEMENT RESPONSE PLAN ........................................................................................................................ 18
COMPLIANCE WITH LIQUOR LAWS ................................................................................................................................ 19
TERMINAL (MICRO) INSTRUCTIONS ............................................................................................................................... 21
OVER RING REPORT .............................................................................................................................................................. 28
    OVER RING REPORT EXAMPLE ................................................................................................................................................. 28
MONEY PROCEDURES AT INDIVIDUAL TERMINALS ................................................................................................. 29
    SUMMARY OF EVENT ACTIVITIES ............................................................................................................................................. 29
    GUEST SALES ........................................................................................................................................................................... 30
    COUNTERFEIT BILLS ................................................................................................................................................................. 31
    THE NEW $100 BILL ................................................................................................................................................................. 32
GENERAL MONEY PROCEDURES FOR STAND CASHIERS ......................................................................................... 32
    BANK ISSUANCE ....................................................................................................................................................................... 32
    BANK VERIFICATION AND SECURITY ........................................................................................................................................ 33
    CURRENCY AND COIN ............................................................................................................................................................... 33
    BUSCH BUCKS .......................................................................................................................................................................... 34
    CARDINAL DOLLAR COUPONS .................................................................................................................................................. 34
    SPORTSERVICE GIFT COUPONS ................................................................................................................................................. 35
2                                                                                      Fundraiser
    DESIGNATED DRIVER COUPONS ............................................................................................................................................... 35
    CARDINAL CARE SCRATCH-OFF COUPONS ............................................................................................................................... 35
    CREDIT CARDS ......................................................................................................................................................................... 35
    CREDIT CARD TRANSACTIONS:................................................................................................................................................. 35
      Manual Credit Card Slip ..................................................................................................................................................... 36
      Voids ................................................................................................................................................................................... 36
    CHECKS .................................................................................................................................................................................... 36
    U.S. TRAVELERS CHECKS ......................................................................................................................................................... 37
    PRESIDENTIAL COINS................................................................................................................................................................ 37
CASH DROPS ............................................................................................................................................................................ 37
    COUPON EXAMPLES.................................................................................................................................................................. 38
    COUPON EXAMPLES CONTINUED .............................................................................................................................................. 39
CASH PICK-UP EXAMPLE..................................................................................................................................................... 40
CURRENCY STRAP (BUNDLING) PROCEDURES ............................................................................................................ 41
    CURRENCY STRAP EXAMPLES .................................................................................................................................................. 41
CHANGE FORM EXAMPLE ................................................................................................................................................... 42
STARTING BANK AMOUNTS ............................................................................................................................................... 43
MAIN CASH SLIP EXAMPLE ................................................................................................................................................ 44
    TERMINAL CASH SLIP ............................................................................................................................................................... 45
    STAND LOG FORM - FRONT ...................................................................................................................................................... 46
    STAND LOG FORM - BACK ........................................................................................................................................................ 47
ST. LOUIS SPORTSERVICE, LLC ALCOHOL SERVICE RULES................................................................................... 48
SPORTSERVICE, LLC ALCOHOL POLICY AND ACKNOWLEDGEMENT ................................................................ 49
ASSOCIATE HANDLING CUSTOMER CREDIT CARD INFORMATION ..................................................................... 50




                                                                                       Fundraiser                                                                                              3
Welcome to Sportservice
The company was founded by three brothers, Charles, Marvin and Louis Jacobs in 1915. Marvin started the concession
business by selling popcorn to guests in the Academy Theatre's gallery in Buffalo, New York during the winter months.
However, because there was no air conditioning, theatres generally closed during the summer. To keep their Associates
working year-round, the three brothers looked for summer business outdoors which eventually led to baseball. In 1919, the
brothers expanded to a ballpark in Baltimore, and later entered into a contract with the team in Buffalo. They began building
their relationships with baseball by working cooperatively with teams.

Today, Jeremy M. Jacobs, son of Louis Jacobs, is the Chairman and Chief Executive Officer of Delaware North Corporation,
the parent company of Sportservice -- a position he has held since 1968.

The company has grown from humble beginnings to a global market leader with $1.6 billion in revenues and is one of the
largest privately held companies in the U.S. Today, with an outstanding reputation as a world-class company in the food
service and hospitality, Delaware North Companies (DNC) is a diversified international holding company headquartered in
Buffalo, New York. DNC employs more than 40,000 people throughout the world. St. Louis Sportservice has been providing
food and beverage service at Busch Stadium since 1966. Sportservice is proud of its accomplishments and its leadership
position among concessionaires. For over seventy-five years, Sportservice has been serving major league stadiums with
concessions. In addition, it operates fine dining and catering throughout Busch Stadium. Lastly, Sportservice is responsible for
all retail operations both inside and outside of Busch Stadium.

Sportservice has provided service at the St. Louis Baseball Cardinal World Series in 1967, 1982, 1987, 2004 and 2006. We
were also excited to be a part of the 2009 All-Star game that was played here at Busch Stadium in July of 2009. From parties
to special catered events -- even weddings -- we take great pride in our service and commitment to our guests of Busch
Stadium in Saint Louis. Welcome to Busch Stadium! Your time at the stadium will be most productive for you and your
organization if you follow the guidelines described below.

                                           Our Commitment to our Guests
      Our Guests are the most important people in our business.
      Our Guests are not dependent on us. We are dependent on them.
      Our Guests are not an interruption of our work. Our Guests are the purpose for our work.
      Our Guests are not just money in the cash drawer. They deserve to be treated with respect.
      Our Guests deserve the most courteous attention we can give them.
      Our Associates and volunteers are the key to our success. They provide outstanding guest service that sets
       Sportservice apart from all the others.
Most important, our guests are "sports fans" who want quick, friendly service, so they can return to enjoy the event and their
memorable experience.

Every job is a self-portrait of the person who performs it. Autograph your work with excellence. Thank you for joining
our team. We hope you have an enjoyable and lucrative experience with us.

Parking
The Cardinals and Central Parking System have worked together to provide closer, more cost-effective parking for our
Associates. Parking for Associates is available at the Starr Parking Lot, located on the west side of 7 th Street between Cerre
and Poplar Streets. Two payment options are available:

Individual Games
Discounted parking passes may be purchased at training on a game-by-game basis for the discounted rate of 7.00 per event.
This rate is available for all 2011 season baseball games, including weekday afternoon games. To receive the discount,
Associates must purchase coupon tickets from the 405 Sportservice lobby area.
Season Passes
Season Passes are available for $567.00. This pass will be honored for all 2011 regular season games including weekday
afternoon games. Season passes may be purchased by completing a request form and sending the request form with a check to
Central Parking Systems. Season passes may also be purchased in person from the Central Parking office at 720 Olive St.,
Suite 1650 from 8 a.m. to 5 p.m., Monday through Friday.




4                                                        Fundraiser
About the Ballpark
Concessions
Our concession stands boast a wide variety of foods to suit everyone's tastes:
Burgers, Pizza, Nachos, BBQ Pork & Beef, Chicken, Turkey Legs, Soda, Water, Hot Dogs, Bratwurst, Pretzels, Burritos, Fries,
Ice Cream, Pretzels, Beer

Automatic Teller Machines (ATM)
Bank of America ATM’s are located at the following sections:
Level l-Behind Section 597 or -Behind Section 145
Level 3 -Redbird Club (cannot access without club ticket) Level 4 -Behind Section 334 or -Behind Section 356

Back Stop Bar
Located behind home plate (Section 150) on level one.

Bank of America Club
Located on the 3rd base side on level 3. Accommodates 2 to 250 people. All inclusive in the ticket price.

Bud Light Bar
Located behind section 597 in the outfield.

Build-A-Bear
Located behind section 153 on level one.

Cardinal Club Lounge
Entrance is located at Gate 2. This club is for ticket holders only and is an all inclusive club.
Casino Queen Black Jack Bar
This bar is located on level 2 in left field.

Coca-Cola Rooftop Deck
Located in Ford Plaza in centerfield. Accommodates 2 to 66 people and is an all inclusive area.

Community Relations
Guests wishing to inquire about donations for charities players appearances, Cardinals Care, etc. should call our Community
Relations Department at (314) 345-9887.

Concessions Stands
Gashouse Grill - Located at Sections 132, 146, 150, 154, 233, & 450 Ballpark Favorites - Located at Sections 162, 169, & 437
Hardees’s - Located at Sections 135 & 458
El Birdos’ Cantina - Located at Section 148
El Birdos' Gourmet Nachos - Located at Section 141 Tipple Play Concessions - Located at Sections 152 & 270 Dizzys' Dinner
- Located at Sections 139, 161, & 446 Left Field Pavilion - Located at Section 265
Left Field Porch Grill- Located at Section 271 Riverview Corner Concessions - Located at Section 432 Plaza Grill - Located at
Section 501
Family Pavilion - Located at Section 507 Broadway BBQ - Located at Section 509
Please see our product guide to see where items are located.

First Aid
Level 1 - Behind section 147 or on Level 4 - Behind Section 351

Guest Relations
Level 1 Located behind section 148 or on Level 4 located behind section 340

Homer's Landing
Located in the U.S. Cellular Family Pavilion, near the right field bleachers. Accommodates 2 to 80 people and is an all
inclusive area.

Kids' Crew Club
The Cardinals Crew Kids Club is for all fans 15 and under. Each year the club features a different player and members receive
great benefits - Including tickets to a Cardinals game and an invitation to a private, member’s only autograph party at Busch
Stadium.
                                                            Fundraiser                                                     5
Members interested in joining may visit the special Cardinals Crew area located in the U.S. Cellular Family Pavilion to
purchase a membership and get their membership package. They also can order online at www.stlcardinals.comor call
(314)345-9600.

Legends Club
Legends Club is located on level 2 by the Casino Queen Bar. This club is an all inclusive club.

Metrolink
Metrolink normally runs until midnight. If the Cardinals game goes past midnight, Metrolink will continue running until the
downtown platform is cleared. For Metrolink and bus schedules call (314) 231-2345.

Musial Bridge
The Musial Bridge is located on the 3rd base side, between Cardinals Luxury Suites and World Championship Party Rooms.
Accommodates 40 people.

Party Rooms
-Red bird Row Rooms: 201-219 (Right field Level 2) Accommodates 40 to 660 people.
-Cardinals Legend Rooms: 301-322 (Right field Level 3) Accommodates 30 to 50 people.

Red Bird Club
Is located on Level 3 behind home plate and seat sections for the club are 241-257. A ticket is needed for access.

Redbird Roost (Owners' Suite)
Is located on level two and accommodates 30 people with 20 outdoor seats. Many amenities included.

Tan Company Cabana
Corporate Sales Party Area located in Ford Plaza in centerfield.

Team Stores -Cardinals Team Store
The Official Cardinal Teams Store is located between gates 3 and 4, features the area's best selection of premium Cardinals
merchandise, both in the store as well as from the Cardinals team store mail order catalog.

Cardinals Team Store East Satellite Location is located on the main concourse inside of Gate 1 and is open during all stadium
events.

Smoking
Busch Stadium is a smoke-free facility. Exit and re-entry turnstiles will be set up at gates 2, 4, and 1 to allow fans access in
and out of the stadium if they wish to smoke.

Suites
Field Suites are numbers 1-30 and are located on the Field Level (Between level l and 2) Level two suites are numbers 31-63
and are located on Level 2.

Vending
Vendors sell a variety of food and drinks to fans in their seats. Products available are the standard sports fare of Peanuts, Hot
Dogs and Beer, as well as Soda, Lemon Chill, Ice Cream and Bottled Water.

Will Call
Paid tickets may be picked up with a valid ID at any open ticket window. Complimentary tickets are left at the special services
window located between gates 3 and 4. These windows open 2 hours before game time and close 2 hours after game time. Any
tickets not picked up will be held at the late will call window.

Guest Care Commitment
Whether we work directly with guests or behind the scenes, we want all guests to enjoy the complete baseball experience. Treat
guests as you would want to be treated when you are at a restaurant or sporting arena. Think of working at the ballpark as
putting on a show. The fans are the audience. The only thing the fans should see and experience is the finished product and
service. Part of guest service is answering questions from fans. Your knowledge of the ballpark can help us increase sales in
other areas.


6                                                         Fundraiser
How to Achieve a Guest Service Focus
The fans are guests in our stadium. They are to be treated with the utmost respect and courtesy at all times.
It is our responsibility to provide quality service.
Disabled guests may have special service needs. Please make every effort to meet those needs, or contact a supervisor for
assistance.

When serving, keep these service tips in mind
    Serve guests as soon as possible. If unable to serve them immediately, be sure to acknowledge them and let them
       know that service is coming.
    Always address the guest with a confident, positive greeting. Make eye contact and give a friendly smile.
    Be energetic, confident, and attentive, showing continued interest. Be familiar with all products being sold.
    Always close each sale with a sincere, "Thank you, and enjoy the game."
    The guest is the most important person in the establishment and must be served to satisfaction.
    Listen carefully to what the individual asks for and accommodate the request whenever possible. The guest has the
       right to change his or her mind. Be understanding and maintain self control.
    Know the locations of important areas of concern (examples: restrooms, phones, first aid, ATM, etc. Refer to the map
       at the beginning of this hand book for locations.) If you don't know the location, don't give incorrect information to a
       guest, direct them to Guest relations.
    The key to successful service is to be well mannered, well-informed and keep the guest's needs first. Every volunteer
       is empowered to make the guests stay as enjoyable as possible. Courtesy Is Contagious!

Secret Shoppers
Secret Shoppers come to Busch Stadium to evaluate our Associates on GuestPath each season. Shoppers are looking to see if
our Associates are practicing the Universal Service Standards, Operational Standards, and Service Recovery if necessary. A
third party independent company will perform these shops. Two to three shops are performed each season. The results are
listed below for the 2006 inaugural season of GuestPath, through last season.

2006 Season
            May 17, 2006, St. Louis Baseball Sportservice received an overall score of 93.9%
            July 13,2006, St. Louis Baseball Sportservice received an overall score of 94.8%

2007 Season
            May 6, 2007, St. Louis Baseball Sportservice received an overall score of 93.6%
            July 27,2007, St. Louis Baseball Sportservice received an overall score of 95%
            September 14,2007, St. Louis Baseball Sportservice received an overall score of 92.2%

2008 Season
             May 14, 2008: St. Louis Baseball Sportservice received an overall score of 94.5%
            July 2, 2008: St. Louis Baseball Sportservice received an overall score of 95%
            August 22, 2008: St. Louis Baseball Sportservice received an overall score of 95%

2009 Season
          May 14, 2009: St. Louis Baseball Sportservice received an overall score of 94%
          July 2, 2009: St. Louis Baseball Sportservice received an overall score of 93%
          August 22, 2009: St. Louis Baseball Sportservice received an overall score of 93%

2010 Season
            April 31, 2010: St. Louis Baseball Sportservice received an overall score of 96%
            June 4, 2010: St. Louis Baseball Sportservice received an overall score of 95%
            August 14, 2010: St. Louis Baseball Sportservice received an overall score of 91%
2011 Season
Specific Areas that need to be focused upon:
     Offer at least one add on item that will compliment the selection.
     Repeat the order back to the guest to ensure accuracy.
     Use the guests name with IDing, using a credit card for payment, or if reservation/preorder has been placed.
     The guest is welcomed and greeted within five feet, in a manner that communicates warmth and genuine hospitality.

                                                         Fundraiser                                                           7
     If a dollar amount is given that requires change the associate takes the money and keeps in on top of the til until the
      transaction is completed. The guest is given back any change due and the amount is verbally counted back to the guest.
     All areas should be clean and free of debris, stains or soil build up. All glass display cases need to be free of smudges
      and spots.
     When the guest does not specify a size, suggest a “large” size
     Club servers must check back to ensure satisfaction after two minutes of the beverage delivery

Associates who are GuestPath shopped and receive below a 70% are subject to retraining.




8                                                       Fundraiser
Guestpath Universal Service Standards

Professional Appearance and Grooming
             We start by looking the best we can.
             We are professionally attired (for uniformed positions, only company-issued garments are worn on the job
              and uniforms are complete)
             Our clothing is clean, well maintained, pressed and fits properly.
             Our shoes are clean, polished and in good repair.
             We wear the correct badge. Our jewelry (if worn) is conservative in style and number.
             We wear no more than two earrings per ear.
             We display no visible body piercing (other than earrings)
             Our hair is neatly groomed and conservatively styled. Hair color/highlights are natural in color.

Attentive Posture
             Welcoming, positive energy is essential when creating experiences of a lifetime.
             Our posture is friendly, enthusiastic, patient and attentive.
             Our facial expressions are alert and confident.
             Our posture is upright, indicating an eagerness to assist our guests.
             We acknowledge our guests within 10 feet as they approach us or we approach them.
             We smile and maintain friendly eye contact while we are conversing with guests and fellow Associates.
             We respond to each guest as an individual.
             We are prepared to assist guests by carrying the appropriate items for the job positions such as pens.

Gracious and Friendly Service
             Gracious and friendly service depends on courteous and professional language.
             We demonstrate cordial, sincere and welcoming behaviors in interactions with guests and co-workers.
             We use pleasant, refined, well-modulated voice tones when speaking with guests and Associates.
             We use polite professional language and phrases such as "I would be happy to," "It is my pleasure," etc.,
              rather than "Sure," or "OK," When a guest says "Thank you," we respond with a sincere, "You are welcome."
             We do not use profanity, slang or industry jargon while talking with guests.

Guest Name
             We greet our guests by name with IDing, using a credit card for payment, or if reservation/preorder has been
              placed.
             If we know the guest's name, we use the name at least 3 times-at the beginning, middle and end of the
              interaction. If we are unsure of a name pronunciation, we ask the guest.
             We greet guests by name as a signal of recognition in a clear and personable manner. When greeting a guest
              by name, we use a professional personable style, such as: "How are you today?" It is a pleasure to see you
              again, Mr. and Mrs. Smith. Welcome back to Busch Stadium."

Greeting Guests
             Extending a gracious greeting is one of the many ways we give our guest special touches.
             We actively greet guests with a smile and eye contact that communicate warmth and genuine hospitality.
             When meeting someone for the first time, we provide a courteous and professional greeting such as: "Hello,
              how may I help you?" "How do you do, Mr. and Mrs. Smith?" "It is a pleasure to meet you." "Welcome" or
              "Welcome back."
             We greet our guests within five feet as they approach us or we approach them.
             When with another guest or on the phone, we immediately acknowledge waiting guests with eye contact, a
              smile and a verbal acknowledgement, if possible.
Thanking the Guest
             Thanking the guest is the final way that we communicate our appreciation and pleasure for the opportunity to
              provide service.

                                                    Fundraiser                                                          9
                We always thank departing guests. We provide a warm and sincere farewell wish, communicating our
                 appreciation for the opportunity to be of service.

Teamwork
                We understand that experiences are built around the efforts of many people.
                Our efforts all combine to create experiences of a lifetime. It is a team effort. We display a positive,
                 cooperative attitude at all times.
                We work together in a cooperative manner and demonstrate respect for each other.
                We are familiar with each other's roles and can help each other and work as a team to provide exceptional
                 service.
                Our personal problems never interfere with providing exceptional guest service.
                Personal and business information or conversations not related to the guest interaction are kept "behind the
                 scenes."

Pride in Facility Maintenance and Appearance
                The cleanliness and condition of our facilities effect the guests overall perception of the quality of our
                 services.
                We demonstrate a pride in the appearance and maintenance of our facility by picking up paper and debris.
                We immediately notify the appropriate departments of spills, cleanliness and maintenance issues.
                We understand that a clean and well-maintained facility is everyone's concern and responsibility.
                We work as a team to ensure our facility is the best it can be.

Product Knowledge and Associate Skills
                Knowledgeable, well-trained Associates are confident and prepared to understand and foresee our guests'
                 needs. Associates are able to provide quick and accurate responses when guests seek information about the
                 facility.
                We communicate clear and accurate information to guests and fellow Associates.
                We are able to describe our local facilities, products and service offerings, including hours of operation.
                We are able to direct guests correctly to related areas of the facility. We provide escorts, as well as directions,
                 to guests whenever possible. If we are unable to leave our work area, we point with an open hand in the
                 proper direction or ask a fellow associate to escort the guest.
                In all of our facilities, we provide guest with information about the location of restrooms, seats, elevators, A
                 TMs or the location of any other pertinent products and services within or outside our facility.

Telephone Courtesy
                We offer gracious and friendly service over the telephone.
                Telephone calls are answered within 3 rings. Guests are placed on hold no longer than 30 seconds without an
                 associate updating them regarding the status of the call.
                We offer a pleasant greeting, the establishment name, our name, and offer assistance. We properly close the
                 conversation.
                We project a positive, professional and hospitable service when answering telephone calls.
                We project a smile in our voice when using the telephone.
                We use proper etiquette and vocabulary at all times over the telephone. We are polite and natural, not casual.
Special Needs Guests
                Stand attendants may read the menu and prices for guests who need assistance.
                If guest is physically unable to visit a concession stand, we will go to their seat, take the order and bring it to
                 the guest.
                An usher may come to a concession stand and request your assistance with guest. Straws and lids are
                 available at all concession stand condiment carts.
                We will get water for medical assist animals, if needed. You may be asked to assist a disabled guest. Please
                 treat them as you would any other guest.

Guestpath Service Recovery
Service Recovery is a set of actions an associate takes to make an unhappy guest satisfied, regardless of whether or not the
associate, company, or guest is at fault. Remember you are 100% empowered to take care of the guests needs according to our
service recovery policy. Emphasis is place on the importance of serving our guest in such a way that their standards are
exceeded. Thus, we fall back on our Service Recovery training when guests are not completely satisfied. Please utilize the
Service Recovery Log form when ensuring the guests are 100% satisfied with their experience


10                                                        Fundraiser
L.A.S.T.
When dealing with Distracted, Disappointed, or Disrupted guests, L.A.S.T. helps defuse the situation and satisfy their
immediate needs:

L        = Listen

A        = Apologize

S        = Solve

T        = Thank

Fundraisers and Associates are 100% EMPOWERED to resolve guest complaints! DNC understands how important it is to
respond to guest requests, complaints, and service issues immediately. As a result, all of us have the ability-or are enabled-to
resolve guest complaints and address concerns as close to the source as possible. Our guests feel comfort and care when we
successfully address concerns at the source. They need to communicate their needs only once.

LISTEN
Guests don't care how much you know. They want to know how much you care!
Listening:
      Allows the guest to blow off steam and vent
      Enables you to really hear and understand the complaint
      Shows you care about the guest and their complaint
      Requires the proper verbal and non-verbal cues

APOLOGIZE
Remember that we are a team, so apologizing to a guest should never involve blaming another associate or department.
Offer instead, "I am terribly sorry. We will have the problem taken care of right away."

Apologizing:
    Hits the guest's reset button and puts them less on the defensive
    Immediately acknowledges that something went wrong-if given in a genuine and sincere manner

SOLVE
All of us have the ability to resolve guest complaints or concerns as close to the source as possible. Our guests feel
comfort and care when we successfully address concerns at the source, immediately upon being told. Associates are
empowered 100% to resolve guest complaints. Guests need to communicate their needs only once. Each guest deserves a
unique, immediate solution to his or her service complaint.

Solving:
     Associates are 100% empowered to resolve guest complaints
     Solutions should be offered as close to the source as possible
     Multiple solutions should be offered when possible
     Be genuine and sincere

THANK
"Thank You" is a powerful gesture that meets many of your guests' needs!

Thanking:
    Is the guests' last impression
    Should be genuine and sincere
Using the Log:
When it becomes necessary to work in Service Recovery mode, use the following steps to properly document the experience.
The form is to be filled out the SAME DAY that the incident occurred and turned into your manager at the end of the event.
Thank You!
    1. Record date of incident
    2. Record stand or location number
    3. CLEARLY state your name on "Associate's Name" line
    4. Indicate the name of the fundraiser group (if applicable).
    5. Explain the guest complaint in the guest concern area. Please be specific.
                                                         Fundraiser                                                         11
     6.   List the department affected.
     7.   Clearly state the action taken to rectify the situation.
     8.   List the item(s) replaced and the item cost.

This completed form should be turned into your manager at the end of the event in which the incident occurred. Thank you for
"Creating Special Experiences One Guest at a Time!"

Guestpath phrases to use when. . . . . .
... Greeting the guest!
      "Welcome to Busch Stadium! How may I help you?
      "Welcome to Busch Stadium! Were you able to find everything you were looking for today?" "Welcome back! It's
          wonderful to see you again; what would you like today?"
      "Welcome to Busch Stadium! Thank you for waiting, how may I help you today?"

... Acknowledging waiting guests!
      As you look down the line say, "Thank you for waiting; I/we will be with you shortly. I/we appreciate your patience."
      "I apologize for the wait: I/we will be with you shortly. Thank you for your patience." Smile and make eye contact
         with the waiting guest as you assist your current guest.

... Up selling!
      Repeat the guests order and then suggest an additional item. For example, "I have two hot dogs, one Sierra Mist, a
          Bud Light and may I suggest a bag of peanuts?"
      "Would you like to try our delicious nachos today?"
      "Would you like a water to wash down your hot dog, sir?"
      "May I suggest a bag of peanuts; nothing says baseball like peanuts!"
      When guest asks for a beverage and does not specify size say, "Would that be a large?" (You must still suggest an
          add-item as well).
      "May I suggest our tasty nacho supreme?"
      "May I suggest a box of popcorn for the little Cardinal fan?"

... Thanking the guest!
      "Thank you, enjoy the game!" "Thank you, come see us again!"
      "It has been a pleasure serving you today, enjoy the game." "Thank you for your patience; enjoy the game."
      "Thank you, Mr. Smith, enjoy the game."
      "It was wonderful seeing you again, Mr. and Mrs. Smith. When is the next time you will be visiting the club?”...
         Enjoy the rest of the evening."




Stadium Admission Requirements
You must present a picture ID to be admitted into the Stadium (ex. Drivers license, State issued ID, military ID, picture work
ID).

Report Times
The Group members need to arrive 3 1/2 hours before the start of the event/game. Example: for a 7:15 p.m. game, arrive at
Busch Stadium by 3:45 p.m. Follow the volunteer check in procedures and then report to your assigned stand by 4:00 p.m.
Example: For a 1:15 p.m. game, arrive at Busch Stadium by 9:45 a.m. Follow the volunteer check in procedures and then
report to your assigned stand by 10:05 a.m.



12                                                            Fundraiser
General Work Rules
Engaging in any of the following will be cause for immediate dismissal of the individual fundraiser, and a warning issued to
the Group with possible termination of agreement.

    1.   The group or member soliciting tips/donations from the guests at Busch Stadium.

    2.   Taking Cardinal's promotional items or Credit Card give a-ways for personal use without proper authorization.

    3.   Volunteers consuming alcoholic beverages while on the property, in uniform, or during "working time."

    4.   Failing to check identification of all guests who appear to be 30 years of age or younger in order to avoid selling to
         guests under 21.

    5.   Selling more than two alcoholic beverages to a guest, at one time.

    6.   All group members must abide by Sportservice and Busch Stadium work rules, located in the Fundraiser Concession
         Stand Guidelines. The Guidelines are provided to each fundraiser at training.

    7.   All members of the group will be required to attend a three-hour Sportservice orientation class, including alcohol
         beverage training and follow specific operational directives given by the Sportservice General Manager and all
         Sportservice designated supervisors. Volunteers who have not attended orientation may not be allowed to work.

    8.   Violation of any of the Sportservice or Busch Stadium work rules or any of the terms and conditions of the agreement,
         by any group member, may result in the immediate termination of this agreement.

    9.   During the event, a Sportservice Stand Manager will supervise each group (unless designated otherwise). The Stand
         Manager will oversee the operation including assistance by directing cash pick-ups, explaining equipment and
         operational procedures, ordering additional stock during the event, conducting pre- and post-event inventories with
         group representative and completing the stand report, and supervising clean-up duties.

    10. The group will sell only products supplied by Sportservice. The group is prohibited from bringing any food and
        beverage products or any paper or plastic products or cups of any kind or nature into the stand.

    11. Group members may NOT disassemble or attempt to repair any equipment.

    12. Group members shall take reasonable care in the use of premises, equipment, product, and any other items furnished
        by Sportservice. The group agrees to indemnify and hold Sportservice its parents, affiliates, subsidiaries, Associates,
        and agents harmless from any and all claims of injury and damages resulting from or arising out of the group's
        concession operations performed here under.

    13. All group representatives working in the stand during the event must be at least 21 years old. NO TIP CUPS ARE
        ALLOWED IN SIGHT OF GUESTS. The Company reserves the right to confiscate any displayed tip cups.

    14. The group and all group members are considered agents of Sportservice by virtue of the agreement and shall not be
        deemed, for any purposes whatsoever, to be Associates of Sportservice. The group and its members will not receive
        compensation for their services, except payment of donations as set forth in the agreement.
    15. Sportservice reserves the right to request termination or suspension of any group member who, in the judgment of
        Sportservice, does not represent the best interests of Sportservice and Busch Stadium with respect to the successful
        and professional operation of concession activities.

    16. Sportservice is an equal opportunity company and does not discriminate against any groups or guests served on the
        basis of race, color, religion, creed, age, sex, handicap, national origin or ancestry. Sportservice reserves the right to
        terminate the agreement in the event that the group in any way violates this equal opportunity policy, including with
        respect to service of guests.
    17. The group shall be responsible for providing appropriate insurance coverage

    18. The agreement is terminable at any time by either party in its sole discretion, by delivering written notice of its
        election to terminate. Violations of these rules and regulations will result in immediate termination of the agreement.

    19. Fundraisers are prohibited from giving away free food, drink, or any other merchandise to anyone, including guests,
        fundraisers and Sportservice Associates, unless management grants special approval. The giving away of free food or

                                                          Fundraiser                                                           13
          drink is considered theft by the Company. We will gladly give any associate, fundraiser, or guest ice water in a
          designated non-chargeable cup.

     20. Give only the proper amount of ingredients as explained during training. For example, all locations selling nachos or
         nacho supremes must use ONE 3-ounce ladle of cheese/meat per order, and one ounce ladle of salsa after the meat. If
         a guest wants extra cheese, use the cheese cup and charge accordingly. If a guest requests “cheese on the side”, the
         stand attendant will notify the Stand Manager and gratis a cheese cup. All products must be prepared according to
         DNC guidelines only. There is no deviation from the mandated spec for any product.


Preparing Yourself and the Concession Stand

The appearance standards for Sportservice at Busch Stadium:

     1.   Uniform shirt worn tucked in pants. A clean solid white, (No Printing or Pictures) short sleeved t-shirt may be worn
          under the uniform. Also a long sleeve black T-shirt may be worn under the uniform shirt.

          Sportservice-issued pants are to be worn hemmed or pinned-up to an appropriate length for your height. Another
          option is to supply your own black, cotton twill pants comparable to Sportservice-issued pants, which have no more
          than two side pockets at the waist and two back pockets at the hips, subject to management approval. Pants, capri
          pants and shorts are to be worn at the waist. Do not tuck pants into socks or taper and roll up. No cargo pants, painter
          pants, jeans, sweat pants, or stretch pants will be allowed. Black shorts are optional and can be purchased from
          Sportservice, at the cost of $20.00 per pair. Another option is to supply your own black cotton twill shorts or capri
          pants comparable to the Sportservice purchased shorts which have no more than two side pockets at the waist and two
          back pockets at the hips, worn no higher than six inches above the knees, subject to management approval.

     2.   Solid black or white closed-toe, closed heel, comfortable, flat, rubber-soled, slip-resistant shoes are required. No
          clogs, slippers or sandals allowed. The entire foot (top, sides, back) must be covered.

     3.   Clean black or white anklets, socks or stockings that are visible above the shoe must be worn while working.

     4.   Jewelry must be limited to one ring or wedding set per hand and a watch that is tight fitting on the wrist. Earrings
          should be no larger than a quarter and only two pair of earrings may be worn, subject to management approval – in the
          ear lobe only. Bracelets are not to be worn. Necklaces, chokers, or chains that are worn must not be visible to our
          guest. No pierced or other type of facial or body ring is to be worn.

          Per the St. Louis City Health Department, ALL ASSOCIATES (EXCEPT RETAIL and PORTERS) MUST not
          wear any jewelry on their arms and/or hands. This does not apply to one plain ring, on only one of your hands, such
          as a wedding band

     5.   You must wear a plain solid BLACK belt, subject to management approval, when appropriate. Suspenders are not to
          be worn with the uniform.

     6.   All group members must wear matching baseball hats or visors while working in the concession stand. The group may
          wear the organization's professionally silk screened or embroidered baseball hat or visor, or purchase a Sportservice
          baseball hat or visor for volunteers at the cost of $5.00 each. Baseball hat or visor advertisement must reflect the
          official name of the group. The group baseball hat or visor will be subject to prior approval with Busch Stadium
          management and consistent with Sportservice policies. Waist packs are not to be worn at any time.

     7.   Check all bags in the Fundraiser check-in room or linen room. Waist packs are not to be worn at any time. A clear
          vinyl bag will be available for purchase if you need to take personal items into or out of the stadium. No other bag
          will be allowed. The cost will be $5.00. You cannot obstruct the view of the bag. You may only write your name
          with a magic marker at the top left hand corner of the bag. The bag may be purchased at the front desk. Outside
          Retail Vendors may carry a small cooler with them to their stands. The bag or cooler may be subject to search by
          management or security as you enter, or leave the Stadium or other times as deemed necessary.

     8.   During cold weather only, a Sportservice-issued jacket may be worn over the uniform. When wearing the jacket, the
          sleeves must be worn down to the wrist, with ID badge transferred to the right collar of the jacket.



14                                                         Fundraiser
  9.   Hair should be neatly groomed and conservatively styled. Hair color/highlights must be natural in color. Burgundy
       hair is not an acceptable color. Hairstyles must not block eye contact with the guest. While working, hair must be
       above the collar. Associates with shoulder length or longer hair must wear it pulled back. At no time should ponytails
       dangle in front of the shoulders. Hairnets may not be worn in public view. Ribbons, clips, headbands, barrettes,
       bows, weavings or other hair styles must meet management approval.

  10. Facial hair must be clean shaven. If a beard or mustache is worn, it must be short, neatly trimmed and well kept.

  11. The use of MP3 players, cell phones, beepers, tape players, head phones, radios, tape players, tape recorders,
      televisions, DVD players, or any other personal communications equipment is not permitted at any time unless used in
      conjunction with one's job and otherwise authorized by management. Clips, keys or holders of any type are not to be
      visible. Playing of radios during working hours is also prohibited unless management approval is obtained.
      Fundraisers are discouraged from bringing such personal communication items to work with them, even if only for
      use during personal time. The Company is not responsible for safeguarding a fundraiser's personal items. If you need
      to be contacted while on duty, please leave the Sportservice phone number 314-345-9100 and you will be notified.

  12. Do not chew gum.

  13. Smoking is not allowed at any time once you have checked in.

  14. Group members will not be admitted entrance into the stadium without proper uniform.

Game Day Procedures
  1.   You will enter through the EMPLOYEE ENTRANCE located at 405 S. Broadway across from Spruce Street or doors
       near Gate 3.

  2.   When you arrive, you will show identification to be verified, sign in and receive a badge and sign the Alcohol Policy
       Sheet. Proceed down two flights of steps, enter the door marked SM (Service Mezz.) and go to the right through the
       double doors to enter the 405 Lobby. Enter TRAINING ROOM 3 to receive a uniform shirt. You will then exit the
       TRAINING ROOM and go directly to your stand. If you are the Stand Cashier, you MUST inform the Fundraising
       Staff at the time of your check-in, get the appropriate paper work and apron, and then go to the cash room. All
       Fundraisers must exit to their stand by way of the steps located by the time clocks and proceed up the ramp.

  3.   Once you arrive at your stand, the stand manager will have you sign the Stand Log so we can verify that you arrived
       and worked in the stand during the event. The manager will immediately assign you to a pre-event preparation
       responsibility. Before the gates open, the Stand Manager will review the Alcohol and Guestpath Policy with the entire
       group.

  4.   A representative from the group must count inventory with the Stand Manager. (If for any reason you are not able to
       count with the stand manager, call for a supervisor at 9100 to assist in the beginning inventory count and sign the
       stand sheet). If for some reason, a group member does not arrive to the stand within three hours before game time, the
       group forfeits the opportunity to verify the beginning stock counts. It is the responsibility of everyone to help control
       stock. At no time can food or paper products be given to guests without approval of the stand manager. If you have
       any questions regarding the food products and their correct serving container, please ask the stand manager before
       serving. Serving food or beverages in the wrong container could result in a cash shortage during the event.

  5.   In order to accurately account for your inventory, you will also need to keep any items that are damaged or returned.
       These items are considered "spoilage". Do not throw away any damaged food or containers without direction from
       your stand manager. He/she will keep these spoilage items and turn them in at the end of the event.

  6.   The stand manager, or Group Cashier will also assign you a cash terminal that you will operate during the event. The
       terminal records all sales while you are using it as you would use a cash register. Use the terminal for all transactions.
       Never give items or take out cash without using the terminal.

  7.   Near the end of the event, the stand manager will direct you to close your terminal and begin your end-of- event
       cleaning assignment. As soon as you finish your assigned duties ask the stand manager for another assignment or help
       the next person so that the group will finish sooner. The group is responsible for the condition that the stand is left in
       when they leave at the end of the event




                                                        Fundraiser                                                            15
     8.   You are welcome to drink soda, tea, or lemonade in an Associate cup and enjoy a delicious Jumbo dog, regular
          bratwurst, or pretzel. Record consumed food products on the Employee Meal Consumption form. Eating and drinking
          is only allowed in the back room of the stand. Do not save your empty cup, throw it away after each use.

     9.   Wear gloves when handling food. Change gloves often; such as when you have to touch money, pick up something
          off the ground, when you scratch or touch any body parts (head, arm etc.), or when your glove has been contaminated
          by touching raw food or uncooked food and you need to prepare cooked food. Anytime the gloves have been
          contaminated, the gloves must be changed.

     10. Use the red sanitation bucket. The three sink method will be completed using soapy water in the 1 st tub, rinse water in
         the 2nd tub and 2 pumps of Ecolab sanitizer with warm water in the 3 rd. The sanitizer tub should be tested with a test
         strip for proper elevations. Each sanitation bucket will then be filled up with the solution from the sanitizer tub.

     11. Any Guest or stand related concerns, refer to your stand manager or call 9100 to request the assistance of the
         Fundraising Coordinator or area supervisor.

Rain Delays/Rain Outs
If the weather is poor on the day of a game, do not assume the game will be cancelled. Usually, the weather will change by
game time. Rainouts can cause double-headers later in the season. Games will normally be played the day they are scheduled.

Patriotism
The American National Anthem, The Star Spangled Banner, is played preceding events in our ballpark. Out of respect for our
country, all volunteers should suspend service, pause, and refrain from talking until the completion of the Anthem. Volunteers
should face the American Flag and stand when the Star Spangled Banner or O’ Canada is played. Any man whose uniform
requires a hat must remove it during the National Anthem.

Working Together
Every job is very important to the smooth running of the operation. Associates and Volunteers are people who come from all
walks of life and have varied beliefs, talents and interests. Respect all your co-workers, their feelings, and beliefs. Refrain from
using profanity, inappropriate jokes and improper questions about their private life. Inappropriate behavior interferes with
productivity and morale, and creates an unpleasant and possibly offensive working environment. Treat others as you wish to be
treated.

Work Standards and Performance
We are in business to make money. When guests are unsure, you can gently lead them to deluxe items or large items. "Add-on"
sales are another way to increase revenue. Suggest an additional item when a guest completes his or her order. Always thank
the guest, and invite them back, or tell them to "enjoy the game".

There are over 1000 people working in the food service areas during games. Performing duties as instructed will provide
efficient service and reduce the possibilities of injuries.

         Please, don't take shortcuts.
         Serve food in the correct portion size.
         Clean all work areas before leaving the event.
         All health department guidelines must be followed.
         Prepare the correct amount of food for each event.
         Guests expect to be serviced without waiting.
         Guests must pay for all items.
         Waste must be kept to a minimum.
         Slow down preparation by watching the crowd and preparing accordingly.
         Complaints should be taken to the fundraising or floor supervisor immediately.

Safety First - It's Everyone's Responsibility
"Safety First" is our commitment to providing the safest possible place to work and visit. While we cannot guarantee that all
injuries will be eliminated, we will always support a commitment to safety. By thinking and working safely, you can prevent
accidents and injuries and identify potential hazards. Always put your safety, your fellow co-workers' safety and the safety of
our guests above everything else, at all times. Remember that "Safety First" is everyone's responsibility. Most injuries can be
prevented. Sportservice has designed work procedures with safety in mind.

16                                                         Fundraiser
        Short Cuts Can Cause Injuries.
        Follow ALL safety policies and procedures.
        Request re-training when you are unsure how to perform a job properly.
        Do not take chances.
        Report ALL safety violations and unsafe working conditions, no matter how minor, immediately!
        Refrain from horseplay or other acts of carelessness.
        Use ladders for reaching high places; do not climb on chairs or other equipment.
        Keep walk areas clear.
        Wear sturdy, well-fitting shoes that protect the entire foot.
        Please walk, do not run in the ballpark!
        Think before you lift. Request assistance for large loads.
        Be careful while on stairs.
        Notify co-workers if you are carrying hot containers, etc.
        If you become injured, report the injury immediately to a stand Manager, level supervisor, or Human Resources
         Representative.
        Always use the proper handling and storage methods for chemicals and other hazardous materials.
        Do not walk up or down moving escalators.

Injuries
If you become injured, report the injury to your supervisor, manager or Group Coordinator immediately! Get medical attention
first. You must report an injury to the Group Coordinator the day it happens, even if you don't need medical attention.

Food Safety and Sanitation
Providing food and beverages that are safe to eat makes sense. Every food & beverage provider must maintain proper
cleanliness of work and serving areas. The following information summarizes our food safety and sanitation policies.

Observation
Keep your work area organized and clean. As you move throughout the park, if you notice trash, discard it in a proper place. If
something looks dirty, it is, so clean it, or report it to management.

Personal Hygiene
Bathe at least once daily. Uniforms must be kept clean. Wash hands thoroughly at the beginning of each shift, during the shift,
and as many times as necessary (after touching hair, coughing, sneezing, using the toilet, eating, drinking or smoking, and after
handling raw meats). Long hair must be restrained or pulled back.

Coughing and sneezing
When you cough or sneeze, never cough or sneeze into the air and never in your hands(s)
Sneezing or coughing into the sleeve is an important way of reducing the spread of airborne diseases
To prevent germs, when you cough or sneeze, do it into your elbow or upper sleeve
Slightly turn away from the people that are around you
Bring your arm up to your face and cough or sneeze into your elbow bend or upper sleeve

Cooking Temperatures
Foods must be brought to a safe internal temperature before serving. Foods must cook at the following temperature for a
minimum of 15 seconds:
     165° - Chicken, poultry, left over’s
     145° - Fish
     155° - Hamburgers, pork, beef
     140° - Hot holding temperature

Hot Holding
All foods kept in a hot holding unit must be kept above 140°.
Leftover foods must be reheated to 165° before dropping down to 140°. (Reheat leftovers one time only, and then discard).

Food Safety
    Any fundraiser preparing food must wear a cap. Long hair must be pulled away from the face and under the cap.
    Do not touch the food or any surface that touches food. Food handlers must use plastic gloves or utensils to handle all
       food. Never touch food with your bare hands.
    Bacteria multiply rapidly in food that is high in protein, such as meats and cheeses.
                                                          Fundraiser                                                          17
          Bacteria multiply very quickly in the "temperature danger zone", a range between 41 ° and 140° F
          Always use clean, sanitized utensils and cutting boards when preparing food.
          Never use the same utensil, knife or cutting board to prepare different kinds of food unless it has been cleaned and
           sanitized.
          Cooked food must always be stored above raw or uncooked food.
          Rotate the stock.
          Never store anything except an ice scoop in bins of consumable ice. The ice scoop must always be in the ice with
           handle up when not in use.
          Cans, bottles and buckets are not authorized in consumable ice as they can contaminate the ice.

Crisis Management Response Plan
Whenever a crisis situation occurs, immediate action must be taken to bring the situation under control. The purpose of the
Plan is to limit injury to spectators and personnel, and minimize damage to the Stadium. This Crisis Plan is to be automatically
activated when a situation occurs that is of such magnitude as to threaten spectators, Stadium personnel or the Stadium
facilities with serious injury and/or damage. Possible crisis situations that may occur at Busch Stadium include severe
thunderstorm/flooding, tornado, fire, bomb threat/terrorist activity, power outage, transportation accident, chemical accident,
earthquake or structural deficiency.

I.         If you discover a crisis situation immediately call Ext. 6450 to report it to the base station.
           A.       Give the following information:
                         Your name
                         Describe the situation
                         Location of the problem by area
                         Section and/or column number
           B.       Contact a Sportservice supervisor or manager at Ext. 6550
           C.       Do NOT discuss the situation with any guest prior to a general PA announcement.

II.        Facility Evacuation

           A.       Stand Managers and Personnel
                     Cease ALL sales
                     Lock cash drawers
                     Close shutters and doors of concession stand to secure both property and cash.
                     Turn off all equipment to help minimize the threat of fire.
                     Push cart underneath a ramp if you have a portable stand.
                     Evacuate work area. Supervisors leave after verifying that all associates have left. DO NOT USE
                        ELEVATORS or ESCALATORS.
                     Assemble on the parking lot across from the 405 door at the northeast corner towards the Fourth Street.
                     Answer roll call to help account for 100% of Sportservice personnel.

III.       Fire Emergency Procedures
           Small fires must be checked as soon as they start. The first two to five minutes are the most important. A
           combination of good housekeeping, prompt action by trained people, proper equipment, and common sense
           precautions can prevent a small fire from becoming a disaster.

           Portable fire extinguishers are located and clearly identified through Sportservice facilities, including one in each
           stand. They are maintained in operating condition, inspected frequently, checked against tampering, and recharged
           when necessary.

           If a fire is discovered:




18                                                        Fundraiser
           Immediately call extension 6450 to report it to the base station. Give the following information:
                  o Your name
                  o The situation
                  o Location of the problem by area
                  o Section and/or column number
           Contact a Sportservice supervisor or manager at extension 6550
           Alert fellow associates in the immediate area and STAY CALM
           If trained to do so, use proper firefighting equipment located at Busch Stadium.
           If the area is evacuated, follow the procedures for facility evacuation.


IV.         Natural Disaster
            During severe weather, Busch Stadium's base station is in constant contact with the National Weather Service. If it is
            decided that the situation might endanger guests, personnel, and the Stadium:
                      The base station will initiate the warning system for personnel.
                      Guards and gate men will open Gates.
                      All other Stadium personnel will assume their crisis situation responsibilities.
                      A general PA announcement will inform guests of the impending situation and their option to leave the
                          Stadium.
                      The announcement will advise guests of safe areas to seek shelter within the Stadium if areas are
                          feasible.
                      If the facility is to be evacuated, follow the procedures for facility evacuation.

V.          Bomb Threat
            Publicity is undesirable where bomb threats or discovery of suspicious packages are concerned. Publicity about a
            threat and the resulting disruption of the Stadium may produce additional bomb threats. The less people who know
            about a situation, the easier it is to maintain calm and order. The situation can then be evaluated and decisions made
            by the proper authorities.

            A.       If you receive a bomb threat
                           Remain calm
                           Try to hold the caller on line as long as possible.
                           Try to have another person listen to the conversation on another line
                           Try to determine the type of bomb and/or type of explosive, i.e., if a time bomb, when it is set to
                              explode.
                           Try to get as much information as you can about the location, size, etc.
                           Record the time of the call
                           Note distinguishing features of the caller's voice, i.e., loud, soft, foreign, educated, etc.
                           Listen closely to see if the voice is familiar. Is the caller male or female?
                           Try to determine the approximate age of the caller
                           Note any background noise, i.e., laughter, music, street noise, machine noise, other noises
                           Immediately call extension 6450 to report it to the base station
                           Contact a Sportservice supervisor or manager at extension 6550
                           DO NOT broadcast that a bomb threat has been received to any other associates or guests.
                           Record you impressions of the caller's characteristics while they are fresh in your mind.

            B.       If you discover a bomb or other unidentified object that might be a bomb:
                           DO NOT TOUCH OR DISTURB THE PACKAGE.
                           Immediately call extension 6450 to report it to the base station
                           Contact a Sportservice supervisor or manager at extension 6550
                           Remain calm

Compliance with Liquor Laws
(a)       Each of the duties listed must be performed by the Group members who satisfy the applicable minimum age
          requirements. The minimum age requirements are in accordance with laws of the State of Missouri concerning the
          dispensing, selling and/or handling of alcoholic beverages.

                                                            Fundraiser                                                         19
       i. Any Group member working as a bartender (including sales of wine or mixed alcoholic beverages) must be at least 21
          years old.
      ii. Any Group member only pouring beer from a spigot into a cup at a concession stand must be at least 21 years old.
     iii. Any group member selling beer or other alcoholic beverages to guests in the stands must be at least 21 years old. All
          stands have the potential for alcohol sales.
     iv. Any Group member working as a server and delivering alcoholic beverages to guests must at be least 21 years old.

Any deviation from the foregoing will result in immediate termination of the entire Group, forfeiture of all donations
otherwise payable hereunder and possible criminal penalties that might be assessed by the State of Missouri, county
and/or city enforcement or police departments.

b. All Group members must bring proof of age to each event. Only valid state driver's licenses, military identification or
   identification cards issued by a state Bureau of Motor Vehicles to non-drivers shall be accepted as proof of age. If a Group
   member fails to bring such identification he or she will not be permitted to work and that Group will not receive credit for
   him or her in computing payments hereunder.

c. All Group members will abide by the Sportservice work rules, a copy of which are attached and will be made available to
   all Group members. This includes the uniform policy and building and event regulations.

d. All Group members will complete the Sportservice training program yearly, which will include alcoholic beverage and
   food preparation and handling training.

e. All Group members will comply with all laws and regulations relating to the handling and service of food and alcoholic
    beverages, including but not limited to the following:
     i. Ask all guests who appear to be 30 years of age or younger for either a valid state issued driver's license, military
        identification, valid passport or an identification card issued by the Bureau of Motor Vehicles to non-drivers (expired
        driver's license, college ID's, military ID's and other forms of ID may not be accepted) for the expressed purpose of
        verifying that the guest is at least of the legal age of 21 years to permit the service of alcoholic beverages. Under no
        circumstances shall any guest under the age of 21 be served an alcoholic beverage;
    ii. Inspect the driver’s license or identification card presented by the guest;
   iii. Compare the description on the driver's license or identification card with the appearance of the guest for physical
        features such as height, weight, and hair and eye color. Check for date of birth; and
   iv. Serve no more than two (2) alcoholic beverages per person at anyone serving

(f)    In the event of any violation of any of the foregoing subsections, the individual fundraiser will be terminated
immediately and the Group will be subject to possible further disciplinary action up to and including termination. The
Group shall reimburse Sportservice for any fines, penalties or costs assessed to Sportservice for any such violation.




20                                                       Fundraiser
Terminal (Micro) Instructions

Overview of the Terminal (Micro)
This device collects data whenever a key is pressed. This data is then transferred to a computer system.
The terminal records every stroke.
Keep your LCD cover (display overlay) clean using any common cleanser applied with a clean cotton
cloth. Always spray the cloth with the cleanser first, then use the cloth to wipe the overlay, cabinet and
screen cover.
The menu items on the terminal are color coded. The non-alcoholic items are a lighter blue, while the two
alcoholic products are a darker blue in color. All meat product sandwiches and condiments are coded
brown, nacho products and condiments are yellow, side menu items are red and snacks are purple.

Operating Instructions
Sign In
Press “Clear”
Display will read “Sign in Enter Your ID”
Swipe your badge
The display will read “Ready for Entry”
Start Bank (Assigning the Cash Drawer)
Stand Cashier will press “Start Bank”
Stand Manager will slide his/her badge to authorize
Make sure your name or the fundraiser’s number displays on the screen
Stand Cashier will press the amount of the bank
Stand Cashier will press “Enter”
The cash drawer will open and you can deposit the cash
Close the cash drawer
Place the printed receipt in your cash drawer
Always make sure that your own name or the Fundraiser number appears on the right of your terminal
screen along with your stand name and number. The terminal is assigned to you only. If you have to leave
the terminal, be sure to press “Sign Off’ and no one else will be able to use your terminal. When you
return, press “Clear” and swipe your badge and you are then signed back in.
If the terminal reads All Cash Drawers Assigned, the last person signed in did not press “End Bank” after
the last event. You must sign off and a Stand Manager must press “End Bank” and authorize.




                                                Fundraiser                                                   21
Terminal Example




22                 Fundraiser
Taking an Order
Make eye contact with the guest and smile saying, “Hi, Welcome to Busch Stadium. How may I help
you?” In our example the guest orders two Souvenir Sodas and two Hot Dogs.

To Enter the Order
Press the Souvenir Soda key twice and the Hot Dog key twice.
The screen will display: 1 Souvenir Soda $ 5.75
                         1 Souvenir Soda $ 5.75
                         1 Hot Dog          $ 4.00
                         1 Hot Dog          $ 4.00
Or you may enter the order another way.
Press the number two on the number pad, then press the Souvenir Soda key.
Press the number two on the number pad, then press the Hot Dog key.
The screen will display: 2 Souvenir Soda $11.50
                          2 Hot Dog          $ 8.00
The entire order will appear on your screen. If there are a very large number of items, you can use the up
and down scroll arrows to review all items in the order.
Adding On, Selling Up
After the items have been keyed in and the order has been filled, always offer the guest additional items
that compliment the initial order. Make a suggestion of another item that would go with the items already
ordered. Did they order only food items? Suggest a Souvenir Soda. Did they order beverages only?
Suggest a pretzel or an order of nachos. Suggest the larger and point out the savings. When they just order
a soda, say “Would that be large?”
After the last item has been keyed in, assemble the order following proper sanitation procedures using the
following sequence:                                  Sodas (cold beverages)
                                                     Snacks (cold food)
                                                     Hot Beverages
                                                     Hot Food
If you have forgotten the items ordered, use the arrow keys to scroll to view a longer order.

Subtotal
Subtotal is the final step of the ordering process before receiving payment. When “Subtotal” is pressed
the items on the order are recorded in the terminal. You may not delete any items after “Subtotal” is
pressed. You cannot use the “Void” key unless you notify the Stand Manager for authorization. You may
add an item after Subtotal.

To add an Item after Subtotal
You may add any item(s) after Subtotal. To add to the order after Subtotal, press the item key(s) to be
added to the order and press “Subtotal” again and the new amount will appear on the screen.
To Cancel Item(s) Before Subtotal
Using the up and down scroll keys, arrow up until you highlight the menu item you need to cancel
Press the “Void” key
The item will erase and the Concessions total that appears on the screen will be reduced by the menu
items(s) voided
To Cancel the Last Item Ordered Before Subtotal
If you have keyed in the last item incorrectly, just press the “Void” key twice and the last item will erase
and the concessions amount will be reduced by the amount voided.

Receiving Payment (Closing an Order)
The guest sees the amount on the screen with the word subtotal.

                                                Fundraiser                                                 23
Failure to press the “Subtotal’ key prior to collecting the money will result in disciplinary action,
up to and including termination.
If there are any deletions after “Subtotal” has been pressed, you must refer to your stand manager
immediately.
If a guest wants to return an item after “Subtotal” has been pressed, you must notify your stand manager
immediately.
Before you press “Subtotal”, repeat the order back to the guest, state the order total and close the sale. If
the guest pays with cash, you must call out the denomination, lay the bill on the till while making
change, and then press the dollar amount. You must count the change back to the guest. For a receipt on a
cash purchase, press the “Print Receipt” key.
Tips
Solicitation of tips is prohibited and will result in disciplinary action, up to and including termination.
Any unsolicited tip must be retained out of view of the guests and never placed in your cash drawer or
pocket. You are not allowed to exchange your coin into currency or your currency into larger
denomination currency. If an Associate is told by a guest to “keep the change”, then monies must be
placed immediately into a concealed clear employee cup.
If directed to move to another stand, quickly secure your cash drawer contents in a sealed tamperproof
plastic bank bag and secure it in the locked stand bank bag. You must press Sign Off on your terminal.
You will return to the stand to close out. (This does not apply to Fundraisers)

To Close a Transaction
After ordering menu items and completing the customer order:
Press “Subtotal” (If you forget to press “subtotal” first and press “cash”, your display will read “Order
Not Active”) Go back and press “Subtotal” and tender in an amount.
Press a tender key:
                   For cash, press “cash”
                   Screen will ask for amount of cash
                   Key in the amount using the number pad;
                   For example, for $27
                   Press Cash, 2, 7, decimal point
                   Press “Enter”
                   If the exact amount is not received from the guest, change due will display

 Pre Set Key(s)
                    There are pre set keys of $20, $10 and $5. You may use more than one
                    Pre Set key. For example for a $40 amount due;
                    Press Subtotal
                    Press $20 pre set key twice.

There is no need to press the “Cash” key first when you enter a pre set key or keys
Sportservice Dollars are tendered as Cash.
Cards Cash/ Gift Card
              Guests will present Cards Cash which is their game ticket with an
              amount loaded.
              Press the “Cards Cash” key
              Guest will scan their ticket or you will swipe their gift card
              Terminal will beep
              Type in the amount to redeem
              Press “Enter”
              A receipt will print
24                                               Fundraiser
If there is a remainder balance due for the order, it will read balance due. Close the transaction with a
form of tender (cash or credit card). If there is a balance left on the cards cash or gift card, it will appear
on the receipt. With the gift card, you will still press “Cards Cash”, but you will swipe the gift card.

Credit Card
                  Press the “Credit Card” key
                  Screen will read “Enter Credit Card Information”
                  Swipe the Credit Card (Magnetic strip on top and face up)
                  The terminal will read Authorizing
                  Two receipts will print for any order $25 or over.
Hold on to the credit card during authorization and watch the Blue Option Bar and screen. If accepted the
order will automatically close and the screen will read Authorized. If accepted, and the order was $25 or
over, two receipts will print with signature lines. The guest signs one copy and you place the signed copy
in your drawer. The other copy is returned to the guest with their credit card. No receipt will print if the
order is under $25, unless the guest requests it. You can press “Print Receipt.” The receipt will print the
type of credit card and the authorization. If under $25, the receipt will not have a signature line and only
prints one receipt.
Remember to thank the guest by name.
If your screen ever reads OFF LINE, let your stand manager know immediately.
If the screen reads “Declined” or “Please Call”, do not accept the credit card. You can ask the guest if
they have a different credit card or ask for a cash payment.
If the screen reads “Cannot Read the Card”. You may do a Manual Credit Card.
                  Press “Credit Card”
                  Screen will read Enter Credit Card Information
                  Key in the 16 digit card number accurately using the number pad
                  Press Enter
                  Screen will ask for Expiration Date
                  Key in the expiration date using two digits month and two digits year
                  Press Enter
                  Screen will show Authorizing
                  Receipt will print if $25 or over
In the case of certain debit cards, the blue options bar will ask for a security code which is located
on the back side of debit card.
Ordering With Coupons and Split Tenders
You may make different forms of payment (tenders), but you must tender cash as the last tender! Cash
must be the last form of payment. If you have a split tender of cardinal dollars, cash and credit card for
example:
    2 Bottled Waters
    1 Chicken Tender
    4 Pretzels
    Designated Driver Soda coupon (DD Soda)
    Press Hot dog/ Soda coupon
    Press Subtotal - $35.00
Guest has $ 10 in Cardinal Dollars. You cannot use the number pad to key in multiple coupons or tenders
so,
    Press Cards $5, two times
    Screen will ask for cash amount
    Press preset key $20 $5 or cash, 2, 5, decimal point


                                                  Fundraiser                                                  25
If the Designated Driver coupon is pressed by itself, the order will automatically close. Remember if you
have two coupons, you will just press “DD Soda” or” DD O’Doul’s” two times and the order will
automatically close. You cannot use the number pad to key in tender keys.

To Cancel an Item After Subtotal (Over Rings and Mistakes)
The first and easiest option is the following procedure. After you press “Subtotal” and you find a mistake
or the guest states that he/she doesn’t want an item or doesn’t have enough money, call for your stand
manager immediately. Using the arrow keys, scroll up or down to highlight the item that needs to be
deleted.
                    Press Void
                    Get Stand Manager Authorization
                    Item will be erased from the order and amount reduced
                    Press Subtotal and proceed with order or close out
 This method is highly encouraged if the stand manager is readily available.
The other method is:
After you pressed Subtotal and you need to delete an item you must:
                  Press the Cashier Correct key. Whatever is on the screen will instantly erase and you
                  will see a blank screen
                  A receipt will print, you must write void on the receipt and circle the
                  item that was a mistake including a very short explanation of the
                  reason for the void
                  Key in the correct order and close the transaction with a type of
                  payment
The voided ticket must be given to the Stand Manager
These Cashier Correct receipts must be processed on the terminal by the stand manager before close out.
Both receipts should be kept together for audit purposes.

Ordering With Hot Dog/Soda Coupons
The soda/hotdog coupon key has to be pressed individually. If there are four soda/hotdog coupons, you
will press Hotdog/Soda key four times in a row. Each time it is 1 transaction. That is, if that is all that the
guest gives you are coupons and do not want to order anything else. You don’t have to press anything
else. Each sale closes itself.
If the guest has other items to order, then the soda /hot dog coupons should be keyed in last and they will
continue to be part of the order. Using the arrow keys, if the order is very long, you can scroll up and
down to review.
     4 Hot Dog/Soda coupons you must press one at a time. You cannot use the number pad when
     keying in coupons. That sale is complete .You do not have to do anything else and you are ready for
     the next entry

Example of Hot Dog/Soda coupons keyed in at the END of an order.
   2 Pretzels
   1 Bottled Water
   4 Hot dog/soda coupons – one at a time
   Subtotal
  Close the transaction by taking a form of payment from the guest for the two pretzels and the bottled
water.

Cash Drop
The Stand Manager or Stand Cashier will press CASH DROP
Screen reads “NO Sale”
SM swipes card for Authorization
Cash Drawer will open
Associate and SC counts pick up
Screen reads “Close Cash Drawer”
26                                               Fundraiser
SM/SC keys in cash drop amount
Press Enter
Receipt prints and place in cash drawer.
SC will also record pick up on the terminal cash slip and Stand Log with associate’s signature

Price Inquiry
Press Price Inquire
Press Draft Beer
Screen reads Order Item?
Press ENTER to order or CLEAR to press another item.

Cards Cash Inquiry
Press Cards Cash
Scan the ticket or swipe the gift card
The display will read the amount available
Press Enter

Display Time
Press DISPLAY TIME
Time and date briefly displays in small box on screen

End Bank
This occurs when you are directed to close the terminal down. You will count their drawer down in a
secure location. The ENDING BANK is the amount of cash and coins left in the cash drawer.

     Stand Manager or Stand Cashier will press END BANK
     SM swipes card for authorization
     Drawer opens
     Stand cashier counts the end bank
     SM presses the ending bank amount
     Press Enter
     Receipt prints and place in drawer
     Press Sign Off
You are not officially unassigned to the terminal unless the end bank and sign off process happens. All
printed receipts will be attached to the terminal cash slip after the terminal is unassigned. Your employee
financial report (#13) will be printed for you so your terminal cash slip may be completed.




                                               Fundraiser                                               27
     Over Ring Report
     The stand attendant for each over ring transaction must complete this report immediately. Before
     proceeding with the next sale, you must inform the stand manager or stand cashier. The over ring
     report is located on the back of the cash terminal slip and stays in your terminal drawer. Don't forget
     to complete and sign this report when you check out with the stand cashier. This report must be signed
     by the Stand Manager or Stand Cashier or it will not be valid. Anytime you have to return cash to a guest,
     you must record it on the Over Ring Sheet.




     Over Ring Report Example


                                          Over Ring Sheet

 Stand#____________ Terminal#______________                      Date_____________________


         I
      Items           Total Over      Approved                     Items                Total Over      Approved
    Purchased         Ring            Initial                    Purchased              Ring            Initial




Terminal Operator Signature_______________________________________________________________

Stand Manager or Main Cashier Signature____________________________________________________




     28                                             Fundraiser
Money Procedures at Individual Terminals
Associates are responsible for all money and merchandise entrusted to their care and for money
to which they have access. Never leave your drawer without pressing “sign off” on the terminal
and sealing your cash in a plastic security sealed bank bag and giving it to the main cashier to put
in locked bank until you return, if you choose. Failure to safeguard this money or merchandise
will result in disciplinary action up to and including termination.
Summary of Event Activities
 Sign in the terminal by swiping your badge immediately upon arrival and have the Stand
  Manager for Fundraiser cashier, if present, “start bank” on your terminal ($170).

 Receive your starting amount (bank) from the stand cashier.
 Verify it in cashier's presence before putting in your drawer.

 Start Bank (Assigning the Cash Drawer)
        Stand Cashier will press “Start Bank”
        Stand Manager will slide his/her badge to authorize
        Make sure your name or the fundraiser’s number displays on the screen
        Stand Cashier will press the amount of the bank
        Stand Cashier will press “Enter”
        The cash drawer will open and you can deposit the cash
        Close the cash drawer
        Place the printed receipt in your cash drawer

 Put bills and coins in your stand drawer as follows:
       All bills and coins need to be positioned from left to right, from larger to smaller
           denominations.
       Only exception: Terminal or single drawer line people who are left-handed and do not
           have to share a drawer, may reverse the order.

 Money is to be placed in the proper slots in the terminal drawer:

      Twenties        /      Tens        /      Fives        /         Singles
      Pennies     /   Half-dollars   /   Quarters    /    Dimes    /     Nickels
      (if any)         (if any)

 Get terminal cash slip and write in:
       Stand Name.
       Stand Number.
       Current date.
       Terminal number of the terminal you will be using.
       Bank amount (in the “less starting bank” box)
 No one but yourself can operate your terminal.
 Allow only the stand cashier or stand manager to make cash drops from your terminal, after
  you have the cash drops counted and verified.
 Count the cash drop. (The cashier will also count the cash drop.)

                                             Fundraiser                                          29
 The cash drop will be keyed into your terminal with the Stand Managers authorization and a
  receipt will print. Keep the receipt in your drawer.

 On the individual cash slip (under cash drop), the stand cashier must write in ink the amount
  taken from the drawer. Put your initials by it. (The cashier will also initial the amount taken).

 The cashier will record your cash drop on the Stand Log. Put your initials on it.
 At the end of an event or whenever you finish working the terminal, count all money in
  drawer.
        Record the amount on the individual cash slip. This is referred to as your “end bank”
        Stand cashier recounts money (verifies your entry) and takes the money.
        The amount will be keyed into your terminal with the Stand Managers authorization
          and a receipt will print out. Keep the receipt
        Never leave your money unattended during check out.
        The Stand Manager or Stand Cashier will sign you off the terminal.
 If you have large bills or excess money, ask stand cashier to pick it up. (Remember to record
  the amount on the cash slip and have the stand cashier verify the amount before taking the
  money.)

 If you need more change for your drawer, ask the stand cashier for more or buy the needed
  change from a terminal person next to you.
  Example: You need one-dollar bills. Give another terminal a $20 bill in exchange for 20
  one-dollar bills.

 Immediately contact your stand manager if you have any problems with your terminal or cash
  drawer. You may not buy coins out of your drawer. You must get the stand cashiers assistance
  before closing out terminal.

 Each stand attendant is responsible for the cash they are handling. Shortages/Overages will be
  investigated by management. Cash shortages and overages will result in disciplinary
  action up to and including termination. See the Overage/Shortage Policies for St. Louis
  Baseball in the back of this manual for more information.
Guest Sales
When announcing a sale total to a guest:

 Make sure you have the guest's attention.
 Restate the total cash given to you for payment loud enough that the guest, surrounding
  Associates and other guests can hear.

 For example, if a guest gives you $20 for an $18.50 sale, tell the guest, "That will be $18.50
  out of $20." Always call out the denomination given to you by the guest and lay the
  money on the till while making change.
 This procedure will help to clear up any misunderstandings that might occur if a guest thinks
  they gave you a $50 bill instead of a $20 bill. Chances are that one of your fellow Associates
  or a guest in line will have heard your statement and can verify what was said. Also, you will
  have the payment placed on the till to show the guest what he/she gave you.


30                                          Fundraiser
Counterfeit Bills
Most guests that possess a counterfeit bill are simply carriers of the bill, so make sure that you
treat them with the dignity and respect they deserve!
If you suspect a counterfeit bill:
     Hold on to the bill!
     Politely apologize to the guest for the delay.
     Notify your supervisor or Sportservice Management immediately!
     Your Supervisor or Sportservice Management will handle the situation from that point!

The Detection Pens will only detect a bogus bill about 50% of the time due to the increased
technology with counterfeiting. So, use it as a tool. DO NOT RELY ON THE PENS
Look at the money you receive. Compare a suspect note with a genuine note of the same
denomination and series, paying attention to the quality of printing and paper characteristics.
Look for differences, not similarities.
PORTRAIT: The genuine portrait appears lifelike and stands out distinctly from the
background. The counterfeit portrait is usually lifeless and flat. Details merge into the
background, which is often too dark or mottled.

FEDERAL RESERVE AND TREASURY SEALS: On a genuine bill, the saw-tooth points of
the Federal Reserve and Treasury seals are clear, distinct, and sharp. The counterfeit seals may
have uneven, blunt, or broken saw-tooth points.

BORDERS: The fine lines in the border of a genuine bill are clear and unbroken. On the
counterfeit, the lines in the outer margin and scrollwork may be blurred and indistinct.

SERIAL NUMBERS: Genuine serial numbers have a distinctive style and are evenly spaced.
The serial numbers are printed in the same ink color as the Treasury Seal. On a counterfeit, the
serial numbers may differ in color or shade of ink from the Treasury seal. The numbers may not
be uniformly spaced or aligned.

PAPER: Genuine currency paper has tiny red and blue fibers embedded throughout. Often
counterfeiters try to simulate these fibers by printing tiny red and blue lines on their paper. Close
inspection reveals, however, that on the counterfeit note the lines are printed on the surface, not
embedded in the paper.

SECURITY THREAD: A clear, inscribed polyester thread has been incorporated into the paper
of genuine currency. The thread is embedded in the paper and runs vertically through the clear
field to the left of the Federal Reserve Seal. The inscriptions are printed so that they can be read
from either the face or the back of the note. The thread and the printing can only be seen by
holding the note up to a light source. If a counterfeit has a fake security thread on it, it often is
not clearly visible from both sides of the bill.

MICROPRINTING: Concurrent with the addition of the security thread, a line of micro printing
appears on the rim of the portrait reading “THE UNITED STATES OF AMERICA” and is
repeated along the sides of the portrait. To the naked eye, the micro printing appears as little
more than a solid line and can only be read by using magnification. Office machine copiers or
printers cannot accurately reproduce micro printing.

NEW FEATURES: Color shifting Ink! The ink changes from green to black in the number in
the lower right-hand corner of the bill when viewed from different angles. On a fake there may
                                            Fundraiser                                            31
be green micro-glitter there to fool you.      Water Mark! There is a watermark on the right side
of the face of the bill. If you hold the bill up to the light you can see the picture of the president
show through the paper. On a fake the watermark appears to be on the surface of the paper and
the portrait is of poor quality.

 If a guest leaves before receiving their change, make every effort to call them back. If the
 guest does not, keep the change secure in your drawer throughout the event and then the
  stand cashier will turn the change into the cash room with the final turn in. Record the
      reason for the overage on your individual terminal cash slip. This procedure will
  document reason for overage and allow Sportservice to return money to guest from the
                                         stand receipts.



The New $100 Bill




General Money Procedures for Stand Cashiers
Bank Issuance
After check-in the stand cashier must immediately report to the cash room.
No banks will be issued without authorization indicated on the assignment sheet from the
Scheduler.
Sign appropriate cash issuance log indicating you have received the money with your stand
number and time you are checking the bank out. Get all cash slips, money wrappers, etc. when
picking up cash.
Guard money very carefully. Under no circumstances leave money unattended. It is your
responsibility to ensure that both the work bank and stand receipts are turned into the cash room
at the end of the event.



32                                           Fundraiser
Bank Verification and Security
The bank will be in a plastic sealed bag with Stand Manager's signature on it. Before leaving the
cash room, all cashiers must verify their bank at the cash room. Any discrepancies must be
known at that time. Cash room personnel must re-verify the bank for any discrepancies.
There are periodic bank audits performed, so that your plastic bag may be unsealed. This
procedure should be documented with a register slip from the cash room.
Shortages found upon arriving at the stand will be attributed to the stand cashier.

All bank bags will hold a POS card for the stand cashier to perform the start bank, cash drops
and the end bank. The POS card is not to be worn with the id badge or on the uniform. The POS
card should be in the stand cashier’s pocket or in the bank bag. When it is returned, it should be
clipped to the outside of the bank bag.
The stand manager should verify the money upon arrival in the stand. The lock bag key will be
in the key slot of the bag, but turned to “unlocked” position. The stand manager should also
verify the bank before the money leaves the stand at the end of the event. Then seal the bank in
the plastic bag and sign it. Be sure to leave the key in the bag slot (in the unlocked position)
before you depart the stand.

Call 9100 immediately if the cash lock bank bag or the lock in the stand is not functioning
properly.

If the duties of the stand cashier must be assumed by a different associate, the bank must be
verified by both parties. The associate assuming the role will be fully responsible for the cash
thereafter.
After the stand manager verifies the money upon arrival, stand cashier will give each stand
attendant a starting amount (bank) for his/her drawer.
Each stand attendant must verify the starting bank in the cashier’s presence before putting it in
his or her drawer. The bank should NEVER be left unattended or put in an unassigned cash
drawer. The start bank will be keyed into your terminal. Keep the receipt. The terminal
operator will print their name on the Stand Log and sign their terminal cash slip.
Both the stand cashier and the stand attendant verify each pickup together, and initial it in ink.
The stand attendant must be present at the terminal and submit the cash pickup to the stand
cashier. The stand cashier may never open a terminal drawer unless the assigned stand
attendant is present. The cash drops will be keyed into your terminal. Keep the receipt. Initial
your cash slip and the Stand Log to verify your pick up amount.

The stand cashier must verify each stand attendant's final cash turn in--initialing each line on the
individual Cash Slip, Stand Log, and keying the amount (end bank) in the terminal. The terminal
operator keeps the receipt

Currency and Coin
During the event, collect large bills from the other stand attendants.

Bundle currency of the same denomination only. Count and bundle bills with the appropriate
money straps.

                                             Fundraiser                                          33
Strap a maximum of one hundred bills of one denomination to a bundle.
For any bundles of less than one hundred bills, reverse the strap and write the total number of
bills and total amount on the strap.

Every money strap should have the stand number, number of bills and their denomination,
current date and stand attendant's initials.

Example #1:
      Count all your $20 bills.
      Put money wrapper on.
      Write on the money wrapper:
           Stand number
           Number of bills and their denomination
           Current date
           Your initials
Example #2:
      If you have 121 ten dollar bills:
           Bundle 100 ten-dollar bills
           Bundle the other 21 ten-dollar bills separately
              (Reverse the strap to show less than 100 bills bundled together.)

Face all currency in the same direction.

Properly fill out all cash drop slips.

Place the cash drop in the clear bank bag; do not seal the clear bank bag

Label the clear bank bag, place the cash pick up in it and seal.

Make sure the Main Cashier and the Cash Room Attendant signs the Stand Log for each
cash drop. The bag number at the top of the clear bag must also be recorded on the Stand
Log

After the Cash Room Attendant verifies the number of money bundles and the cash drop slip, the
top white copy is placed in the clear bag and sealed. The yellow copy is kept by the stand
cashier.

Coins totaling less than one dollar can be turned in at the end of the event only.

Cardinal Dollars are bundled, labeled, recorded as coupons on the yellow Main Cash Slip and
terminal slip and turned in as cash at the end of the event.

Busch Bucks
Busch Bucks are not accepted at any stands, except at the Associate Concession stand before the
gates open.

Cardinal Dollar Coupons
The Cardinal Dollar should be accepted at all Busch Stadium concession stands. The coupon is
treated as cash and recorded on the appropriate line on the terminal slip. Change is given back to

34                                          Fundraiser
the guest. There is no expiration date. The Cardinal Dollar is also redeemable at the following
locations:
        All Busch Stadium Gift Shops and Novelty Stands and Retail Vendors
        Food and Beverage Vendors
        All Busch Stadium Concession Stands and Portables

Sportservice Gift Coupons
The Sportservice Gift Coupon is to be handled as "cash" and recorded in the space marked
"MISC COUPONS" on the terminal slip. Change is NOT given back to the guest. There is no
expiration date. Sportservice Gift Coupons are treated as a cash sale on the terminal.

At the end of the event, the Sportservice Gift Coupon should be given to the stand manager. The
Stand Manager will record the total value of the Sportservice Gift Coupons on the appropriate
line on the stand sheet (Sportservice Dollar). This value will be subtracted from the inventory
sales on the stand sheet. The stand manager turns in the Sportservice Gift Coupon(s) with the
stand sheet to the Green Room.

Designated Driver Coupons
Designated driver coupons are accepted at any location that sells the regular soda cup and/or
O’Doul’s. The item on the coupon that is keyed in the terminal as a “DD Soda” or “DD Hotdog”
and given to the guest should be circled. The total money value of the coupon should be
recorded on the “coupon” line on the stand sheet. The total is not recorded on the terminal slip.
These coupons go to the Green Room

Cardinal Care Scratch-Off Coupons
Cardinal Care Scratch-off coupons are accepted at any location that sells the regular soda cup
and/or the Jumbo Hot dog. The item on the coupon is keyed in the terminal as a “Cards Care
Soda” or “Cards Care Hot Dog” and the item will be scratched off by the guest. The total money
value of the coupon should be recorded on the “coupon” line on the stand sheet. The total is not
recorded on the terminal slip.

Credit Cards
All stands are designated to accept credit cards.

Credit Card Transactions:
    After you press SUBTOTAL to end an order, press the CRED CARD key as GUEST pays with
       credit card. Display will read "Enter Credit Card Information".
       Swipe the card through the black slot at the bottom of the terminal. The blue option bar will read,
       "Waiting for Credit Card Information”
      Hold on to the credit card during authorization. Watch the Blue Option Bar.
      If accepted: The order will close. Two individual receipts will automatically print when credit is
       authorized/approved for amounts of $25.00 or more. For credit card sales under $25.00, no
       receipt will print, unless requested. In this case press “Print Receipt” key. Only one receipt will
       print.
      Get receipts and have GUEST sign one copy. Verify the signature matches. The signed copy
       from orders over $25 goes in the cash drawer money tray. The other copy goes to GUEST along
       with the credit card. Thank the guest by name when returning credit card.
      If the credit card is bent, the magnetic stripe is worn, or the blue option bar displays “Unable to
       Read” do not insert the credit card. Press the Credit Card key, key in the 16 digits from the card
       and press ENTER. Key in the expiration date from the card using two digits for the month and
       two digits for the year. If accepted the order will close.
                                              Fundraiser                                               35
        The Blue Option Bar may read “Declined” or “Please call”. In this case, you will need to ask for
         a different credit card and process the transaction according or request cash.

Manual Credit Card Slip




Voids
    The cashier cannot do a void or over ring - that means to delete the entire order or item/items
      once it has been processed.
    The Stand Manager must call to the Accounting Office and request the event POS supervisor
      produce a credit slip. The POS supervisor would then deliver this slip to the Stand Manager.
    The slip could be given to the guest at their seat or picked up by the guest at a later time at the
      stand.

Checks
Personal checks cannot be accepted at any concession or retail locations.

U.S. Traveler’s checks are the only checks Sportservice accepts.

The cashier must:
    Direct the guest to make Travelers Check payable to Sportservice and date it. The guest must
       sign the check.
    Check if the signature matches the signature already on the U.S. Travelers Check.

36                                             Fundraiser
       If a guest already has signed check, or another family member signed before it got to you, then
        ask for ID to verify.
       Check to see that it is U.S. currency.
       Check that it is paid to the order of Sportservice.

U.S. Travelers Checks
Handle US Travelers Checks as cash when you turn them in at the end of each event:
    List them on the cash slip as currency.
    Strap them with like denominations.
    Put the traveler’s checks on top of the bundle so they are easily seen in the cash room.

Presidential Coins
In spring 2007, the U.S. Mint rolled out a new Presidential $1.00 coin. There will be four different coins
released in 2008. Each coin will honor a U.S. President on one side with the Statue of Liberty on the
other. New releases will follow every year to at least 2016 in the order in which the Presidents served.
These coins will NOT phase out or eliminate the dollar bill. They are legal tender and should be accepted
as such at all locations.

Cash drops
During the event, it is the stand cashier's responsibility to collect large bills ($20 and up) from the stand
attendants and record the cash drop on the individual terminal cash slip, the Stand Log, and key in the
amount in the terminal. Cash drop amounts on both slips must be recorded in ink. The stand manager
must initial any corrections. The stand attendant must be present at the terminal and submit the cash drop
to the stand cashier. The stand cashier may never open a terminal drawer unless the assigned stand
attendant is present.
Stand cashier should make the first stand cash drop at the top of the first inning and a second cash drop at
the bottom of the fifth inning, or as designated by the stand manager. Additional pickups may also be
necessary.
The Sportservice cash room personnel make pickups. Only personnel wearing "Office" identification
(white badges) are authorized to make pickups. No one is allowed to enter or exit the stand while the cash
drop is taking place.
Cash drops are made by the cash room at the bottom of the second inning and the bottom of the sixth
inning. Turn in as much excess cash as possible at the second cash drop.
DO NOT ATTEMPT TO DELIVER A CASH DROP TO THE CASH ROOM YOURSELF. CALL THE
CASH ROOM AND ARRANGEMENTS WILL BE MADE FOR THE CASH DROP.
During the Cash Drops, make sure you and the Cash Room Attendant sign the Stand Log in the
appropriate locations near the bottom of the Stand Log. Make sure the associate initials their cash slip
and the Stand Log to verify their cash drops.
Secure the cash drop amount (in an unsealed clear bank bag and record the bag number). Have the cash
drop slip, main cash slip and Stand Log available. Call 9100 immediately if the cash lock bag is not
functioning!
Make sure you and the Cash Room Attendant from the cash room sign the Stand Log when you turn in
your final drop




                                                Fundraiser                                                37
Coupon Examples




38                Fundraiser
Coupon Examples Continued




                            Fundraiser   39
Cash Pick-up Example
Two Part Carbon
 white top
 yellow bottom

(A)
Date of Pick-Up
(B)
Stand Number
(C)
Cashier's ID Number
(D)
Denomination Amount
Picked Up
(E)
Total Picked-Up
(F)
Total Bundles
Picked Up
(G)
Name of Person
Completing Cash
Pick-Up




40                     Fundraiser
currency Strap (Bundling) Procedures
      During the event, collect large bills from the other terminal workers.
      Bundle currency of the same denomination only.
      Count and bundle bills with appropriate money straps.
      Strap a maximum of one hundred bills of one denomination to a bundle.
      For any bundles of less than one hundred bills, reverse the strap and write the total number of bills and total
       amount on the strap.


Currency Strap Examples

        Example # 1                                                    Example # 2
        You have 121 $10 bills:                                            Count all your $20 bills
            Put money wrapper on                                          Put money wrapper on
            Write on the money wrapper                                    Write on the money wrapper
            Bundle 100 ten dollar bills                                         o Stand #
            Bundle the other 21 ten dollar                                      o Number of bills and their
              bills separately reversing the                                       denomination
              strap to show < 100 bundled                                        o Current Date
              together                                                           o Your initials/Group
            Face all currency in same                                             Name
              direction
            Properly fill out all cash pick up
              slips

 DO NOT ATTEMPT TO DELIVER CASH PICK UP TO THE CASH ROOM YOURSELF. CALL THE
       CASH ROOM (9124) AND ARRANGEMENTS WILL BE MADE FOR THE PICK UP!

 SECURE THE PICK UP AND AMOUNT, PICK UP SLIP, AND CASH SLIP IN THE CASH LOCK BAG
  IN THE STAND. CALL 9100 IMMEDIATELY IF THE CASH LOCK BAG IS NOT FUNCTIONING.


Final Cash Turn-ins
All cash should be turned into the cash room in less than one (1) hour after the event has ended.
All regular stands must make a bank for every event. (Fundraiser stands are not required to
make a bank.)

Prepare all cash turn-ins according to the currency and coin procedures described above.

Complete a Change slip listing all currency and amounts needed for the next event in order to
make up the correct mix of change and bills you will need for your stand. (See change form
example on next page)

For example, some stands use more singles; some use more quarters. The Change slip order will
be filled AFTER you have verified your bank before the next event.

The main cash slip and all terminal cash slips must be properly filled out. See examples on
following pages.

The Stand Log must be correctly completed and totals recorded.

                                                   Fundraiser                                                      41
Turn in all bundled and labeled Cardinal Dollars. Turn in all bundled and labeled soda and
hotdog coupons. Turn in any other coupons that might be designated as cash. You will be
informed about any of those.

Return your final drop to the cash room in your locked bank bag. Hand in the final drop in
denomination bundles from large to small at the cash room window. Make sure the Main Cash
Slip is signed by the main cashier and Stand manager. Make sure you sign the cash issuance log
before you leave the cash room. Wait until the cash room personnel indicates the transaction is
complete. Make sure you and the Cash Room Attendant sign the appropriate lines at the bottom
of the Stand Log. Return the completed Stand Log and Credit card envelope to the Green Room.

Return the stand keys at this time if they are in your possession.

Your cash slip totals must equal your stand report totals as well as equal the total of the
individual terminal cash slip totals (subtracting Gratis coupons).

Please contact cash room personnel if you have any questions.

For additional questions or concerns regarding cash handling policies and procedures, please contact the cash
                                          room personnel at 9124.


Change Form Example




CHANGE
STAND NO: ______________________


DATE: _____ / ______ / 20______

NUMBER                            AMOUNT
                TENS
                FIVES
                ONES
                QUARTERS
                DIMES
                NICKELS
                PENNIES
                      TOTAL




42                                              Fundraiser
Starting Bank Amounts
Examples of money denominations for stand cashiers to purchase from the cash room before proceeding to the
stand.


     Bank of $700                                Bank of $2000                            Bank of $2500
     Singles - $300                               Singles - $700                           Singles - $900
      Fives - $350                                Fives - $1000                            Fives - $1300
     Quarters - $ 50                             Quarters - $ 300                         Quarters - $300
       (Portables)                                                                       (Stands 161, 162,
                                                                                          169, 233, 265C
                                                                                        Stand 501 2 bags of
                                                                                               $2500

    Bank of $3000                                Bank of $4000                             Bank of $4500
    Singles - $1350                              Singles - $1600                           Singles - $1900
     Fives - $1300                                Fives - $2000                             Fives - $2200
    Quarters - $350                              Quarters - $400                           Quarters - $400
   (Stands 141, 146,                               (Stand 446)                               (Stand 139)
    265-1, 154, 432




                                                 Fundraiser                                                  43
Main Cash Slip Example




44                       Fundraiser
Terminal Cash Slip




                     Fundraiser   45
Stand Log Form - Front




46                       Fundraiser
Stand Log Form - Back




                        Fundraiser   47
St. Louis Sportservice, LLC Alcohol Service Rules
                                           St. Louis Sportservice, LLC
                                               Alcohol Service Rules

1. Server Age: Company policy states that alcoholic beverages including O'Doul's, may be sold or poured only by
employees 21 years of age or older.

2. Prohibited Service: Alcoholic beverages shall not be served to any guests who:

        1.       Appear visibility intoxicated;
        2.       Are purchasing the alcoholic beverage to give to a minor; or
        3.       A minor under 21 years of age.

3. Proper Identification: Any guest who appears to be 30 years of age or younger must:
                1.       Show a valid, state photo driver’s license
                2.       Show a valid MISSOURI or ILLINOIS ONLY state photo ID card (Revised 3-15-09)
                3.       Show a valid military ID card
                4.       Show a U.S. passport.

Therefore, Associates must check a guest's photo ID if the guest appears to be 30 years of age or younger to avoid
selling to minors.

4. Scheduled Hours of Alcohol Sales:

        For general seating areas at Busch Stadium, sales of alcoholic beverages begin when the gates open and
        must stop when the 7th inning is over. This includes Cardinal Club in-seat and Diamond Box in-seat
        Service.

        Party Rooms & Coca Cola Scoreboard Patio: Service of alcoholic beverages will begin 30 minutes prior
        to the scheduled game time and be available through the middle of the 8th inning. If game is delayed by
        rain, service of alcohol will conclude 3 hours from the time service of alcohol began.

        Bank of America Club: Service of alcoholic beverages will begin 1 ½ hours prior to the scheduled game
        time and be available through the middle of the 8 th inning. If the game is delayed by rain, service of
        alcoholic beverages will conclude 3 hours from the time service of alcoholic beverages began.

        Cardinal Club Lounge: Service of alcoholic beverages begins when gates open and must stop ½ hour
        after the end of the game or the legal cut-off time, whichever comes first.

        Champions Club: Service of alcoholic beverages begins 1 ½ hours prior to game and is available
        throughout the game. If the game is delayed by rain, service of alcoholic beverages will conclude 3 hours
        from the time service of alcoholic beverages began.

        Luxury Suites: Service of alcoholic beverages begins when gates open and must stop at the end of the 9 th
        inning.

        Black Jack Bar at the Casino Queen Porch: Alcohol service begins when gates open and stops when
        game ends. (Subject to change at management discretion)


Consumption of Alcohol Beverages Strictly Prohibited. Associates shall not consume alcoholic beverages
before, during or after an event while on the premises or in any vehicle on the premises. Anyone suspected of
drinking alcoholic beverages or who appears intoxicated will be subjected to disciplinary action up to and including
termination.

Revised/savedas2011alcoholpolicy02-11-10approvedbycroberts1-5-11


48                                                 Fundraiser
Sportservice, LLC Alcohol Policy and Acknowledgement
        ST. LOUIS SPORTSERVICE, LLC – ALCOHOL SERVICE TRAINING
                CERTIFICATION ACKNOWLEDGEMENT FORM
I hereby certify that on the date indicated below, I have completed the Company’s alcohol service training, which
included instruction regarding the legal responsibility that both individuals and the Company have when serving
alcohol, acceptable forms of identification, signs of intoxication, and refusing or discontinuing the service of
alcohol. I was given the opportunity to ask questions, had my questions answered and I understood the training
content.


I understand that the following violations of the Company’s Alcohol Service Policy will result in immediate
termination, even for a single infraction:
          Service of an alcoholic beverage to a visibly intoxicated person;
          Service of an alcoholic beverage to a minor;
          Any other violation of law;
          Service of more than two (2) alcoholic beverages per patron;
          Service of an alcoholic beverage knowing it is being purchased for a minor;
          Service of an alcoholic beverage to a guest who appears under 30 years of age but is unable to produce
           proper identification; or
          Service of an alcoholic beverage after scheduled hours of alcohol sale (see attached service rules).
I understand that the following violations will result in counseling and retraining or, where an associate has a
previous history of disciplinary action, may result in termination:
          Failure to ask for proper proof of age (not resulting in service to a minor);
          Any other violation of the Company’s Alcohol Service Policy or service rules.
By signing below, I hereby certify that I: (a) understand and agreed to abide by the Company’s Alcohol Service
Policy; and (b) understand I will be disciplined according to the company’s Alcohol Service Discipline Policy for
failing to comply with the Alcohol Service Policy as indicated above, up to and including termination.


_______________________________________                            _____________________________
Signature                                                                   Date
_______________________________________
Print Name
Name of Volunteer Group, if applicable: ______________________________________


Attachment: Unit service rules                revised/savedas2011alcoholpolicy02-11-10 approvedbycroberts1-5-11




                                                       Fundraiser                                                 49
                                  Acknowledgement of Responsibilities of

                           Associate Handling Customer Credit Card Information

I have read and understand the procedures relating to handling of credit card information stated in this Form
(“Procedures”). I will adhere to all respects of the Procedures as they apply to my job. I further understand that any
violation of the Procedures will subject me to appropriate counseling and /or remedial action, including termination
of employment.

I will NOT (if applicable to my role):

     1.   Obtain or disclose any cardholder’s credit card information (full or partial sixteen (16) digit credit card
          number, three (3) or four (4) digit validation code (usually on the back of credit cards) or PINs (personal
          identification numbers) for any purpose other than in connection with the customer’s transaction without
          the cardholder’s consent.

     2.   Access, handle, view, disclose or use in any manner the credit cardholder information outside of my
          assigned scope of responsibility.

     3.   Transmit cardholder’s credit card information by e-mail or fax or place any document that contains
          cardholder’s credit card information in the open where the document can be viewed or obtained by
          unauthorized personnel.

     4.   Electronically store on a company computer file or file server any cardholder’s credit card information
          outside of Company’s approved software applications and systems.

     5.   Use an imprint machine to process credit card payments unless instructed to do so by a member of the
          management team. (An imprint machine is a non-electronic device that slides over a customer’s credit
          card and displays the full 16 digit credit card number.)

     6.   Share my password or swipe card for a computer/point-of sale system or device with any other person.

I WILL (if applicable to my role):

     1.   Password-protect my computer if I have access to credit card information on a computer.

     2.   Store all physical documents or storage media containing credit card information in a locked drawer,
          locked file cabinet, or locked office.

     3.   Report immediately any credit card security breach incident to my immediate supervisor or General
          Manager if I know or suspect credit card information has been accessed, misappropriated, stolen or
          destroyed without proper authorization.

     4.   Report immediately any incident in which I believe a fellow associate has access to, handled, viewed or
          used credit cardholder data beyond the scope of their responsibility. For example, if I see credit reports in
          an area where employees should not be viewing them, I will inform management personnel.

     5.   Report immediately any credit cards lost or left behind by customers to my immediate supervisor or
          General Manager. I will physically secure such credit cards until turned over to supervisor or General
          Manager. If owner of the card returns and requests the card, I will obtain appropriate photo identification
          and signature of the owner before returning the card.

     ______________________________________                                  ___________________________________
     Signature                                                               Date Signed
     ______________________________________
     Print Name

     Name of Volunteer Group, if applicable: _______________________________________________________
     Subsidiary or Company Name: Sportservice
     Unit Location Name: St. Louis Sportservice LLC @ Busch Stadium
50                                                     Fundraiser

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:89
posted:6/12/2012
language:Latin
pages:50