NPO HANDBOOK

The following is a Handbook for NPO groups. It has been set up to allow you to personalize information, as needed, for your location. As you go through this document, you will find areas in [brackets] – these areas need to have your information inserted for your location. The last page of this document is a page for NPO groups to sign and return after training and review There are several sheets at the end of the handbook that include best practice information that you may want to incorporate into your operation, as well as tools that you can utilize in your operation. Along with this handbook there are three additional files that you should utilize when doing your NPO training: Safety Training – Power Point Presentation Safety Training Checklist – Excel File – complete for all groups Customer Service – Power Point Presentation

NON PROFIT GROUP HANDBOOK

[ Crew Stadium]

[Sandy Spencer] General Manager

[Will Sparrow]

Warehouse Manager

[Kira McDonough] Operations Manager

[1 Black & Gold Blvd ] [Columbus, Ohio, 43211 ]

[614-447-4247 Operations MGR] [614-447-4204 Warehouse MGR]

[614-447-4205 General MGR] [614-447-4113 Fax

Welcome to the World of Concessions! Thank you for your interest in Sodexho Sports and Leisure Services’ fund raising opportunities for non-profit groups. Sodexho Services is contracted for concessions and catering operations for [Crew Stadium]. Our goal is to achieve a win-win partnership, by providing your group with a consistent, ongoing fund raiser, and Sodexho Sports and Leisure Services with a consistent labor force. We are looking forward to working with you and your group. We believe that people are our most important asset. In the long run, the one competitive advantage our food service operation has is our people. Anyone can duplicate menus, policies, and procedures, but our teams of workers represent a priceless asset, a vital point of difference in a highly competitive industry. The purpose of this guide is to introduce you to our operations and policies. Although it may appear lengthy, it is important you read and understand all of the information. Please study it and refer to it often. Non-profit groups and organizations are utilized by the Sodexho Sports and Leisure Services to man the concession stands at Columbus Crew Stadium. We encourage our Groups are required to sign on for the entire season which consists of major league soccer, concerts and some high school sports. We do keep a roster of back-up groups who can't commit to an entire season but give us a list of event dates they are available. We usually know at least a week in advance if these groups are needed. All groups are required to sign a contract with Sodexho Sports and Leisure Services. Groups are paid in accordance to the specifications in their contract. All groups are required to attend orientation and training along with alcohol training. The basis for our joint venture is that management will provide the facilities, equipment, product, supplies, uniforms, and change fund. Your non-profit group will supply the adequate number of qualified people for each and every event scheduled. These people will appear ready to assume their assignments precisely as scheduled. The group will designate a stand leader for each location. The group, as a partner in the joint venture, will supply sufficient people to staff the preparation, stocking, serving/cashiering, re-supply, and leadership functions. The groups will be all adults working points of sale where alcohol is serviced. We do allow NPO’s to use individuals 16 or under for back of the house functions.

[ Crew Stadium]/SODEXHO SPORTS & LEISURE SERVICES NON-PROFIT GROUP INFORMATION

GROUP COMMISSIONS Group Commissions are [10% ] of Net Sales on non alcohol and [7% ] of Net Sales on Alcohol. Concerts Group Commissions are [11% ] of Net Sales on non alcohol and [6% ] of Net Sales on Alcohol. Gross Sales less Sales Tax of [6.75 %]. CHARGES:

Due to necessary controls that are designed to limit cash discrepancies there are

charges in place to minimize their occurrence.

Cash Discrepancies-With the nature of our business, it is inevitable that there will

be variances in sales reported and cash deposited. In realizing that the potential

for shortages and overages increases with increased revenues, we use a

percentage figure to calculate the amount of accepted variance. This allows more

room for variance in the higher volume stands.

Variance Calculation-This is based on the difference between inventory sales and

cash deposited. The accepted difference must be less than .5% of inventoried

sales. Should cash sales vary more than this calculated amount, the difference will

be deducted from your commission payment.

Variance Calculation Sample-

Inventory Sales $3278.50

Cash Sales $3259.25

Over/Short $<19.25>

Acceptable $16.39

Deducted $2.86

This variation deduction does not correspond to a payment for overages greater

than .5%. In this case payment would be made on net cash sales less sales tax.

Groups are paid by check from the corporate office in Buffalo. Checks are cut approximately two to three weeks after the event and mailed to the designated group address the following week. When there is more than one event in the same week ending period, all of the events for that week will be included in the one check cut for that week. Our week ends on Thursday. ATTENDANCE It is important that you appear for work according to the published schedule. In an emergency, let us know as soon as possible, so we may find a replacement. On the day of the event, every minute counts—so please be on time! STAND WORKERS Stand workers must be in uniform and neat and clean in appearance. The purpose of this position is to provide the means of preparing, displaying, and serving food, and the collecting of money from the sale of product. The tasks of the stand worker are varied. Each job will have a written job description posted convenient to the work area. REPORTS TO: Stand Leader STAND LEADERS Stand leaders can be a part of a nonprofit group. The purpose of this position is to provide a leader for the people working in the stand. Leaders should be knowledgeable concerning the menu, pricing, inventory needs, production methods, and cashiering/serving responsibilities. They must be informed as to the service principles involved. They should know their people so they can assign the right person to the proper task. They should be certified food handlers and know the proper handling of hot and cold foods. Stand leaders report thirty minutes before the stand workers. During this time, leaders check in and receive their change funds, stand reports, and other communications from the manager. When they get to their stand, they should immediately check out equipment to be sure that everything is turned on and working. Then they, along with their area supervisor, verify the starting inventory as recorded on their stand sheet.

When the workers appear for work, the stand leader assigns them to food production and food display positions. Thirty minutes before the customers enter the premises, windows must be open and cashiers/servers in their positions. During the event, the stand leader observes food production, keeping the level at the pace of sales. The stand leader should observe each cashier/server to be sure expedient service is rendered. They should check the change drawers and order change before they run out. At the end of event, the leader assigns tasks to close the stand. First comes the cleanup of the production areas and the assembly of product and supplies for proper inventorying. The money must be secured and processed according to the written procedures. When the event is over, trash is set outside of the stand, counters and equipment are cleaned, and floors swept. All damages and overproduction must be observed by the area supervisor and disposed of according to procedures. The stand leader checks to see that all equipment is turned off and that food is properly stored. Before leaving the area, lights are turned off and the windows and doors are secured. REPORTS TO: Area Supervisor SUPERVISES: Stand Workers AREA SUPERVISOR This position is a most important function during an event. Each area supervisor is in fact an acting manager for a specific area; each has complete responsibility for the proper operation of a few to several selling locations, and each is to report for work prior to the stand leaders. A briefing session should be held by the manager. At this time, area supervisors should be informed of the expected attendance, anticipated product usage, staffing requirements by location, and any specific information for that event. Problems and situations from previous events should be discussed to avoid having them repeated. When an area supervisor gets to his area, he must have accessibility to all locations. The supervisor checks out all equipment, making sure that all electrical, plumbing, cooling, etc. is in order. Each area supervisor should be assigned a runner, a communication device, or both. If the runner discovers a problem, he can relay it and have it corrected immediately. Supervisors should check on the ice supply, making sure that the soda systems are iced and working properly. When the stand leader reports to the stand, the supervisor goes over the inventory, certifying that it is correct. Any errors must be corrected at once.

It is very important that the area supervisor report periodically on the staffing situation until stands are fully staffed. The supervisor sees that the stand leader immediately assigns tasks and that the activity of the stand is on schedule. This is an important step that ensures the first customer to visit the stand will get prompt and adequate service. The area supervisor observes the people in the stand to be sure they conform to the requirements of their position, that they are of the proper age, in uniform, and not smoking or eating in the stand. Area supervisors tour their area with a representative of the Health Department to be sure everything is in compliance. Area supervisors are to authorize any requisitions required from the warehouse. Area supervisors are to furnish a supervisor’s report on which they note information, such as staffing, compliance, violation of stand rules, out-of-stock situations, inventory problems, and equipment problems. These reports are turned in to the manager at the end of the event. The manager, after acting on the information, should use these reports as the basis for the next area supervisors briefing session. REPORTS TO: Manager SUPERVISES: Stand Leaders and Runners assigned to them UNIFORMS All workers are required to wear uniforms supplied by Sodexho during the event. Uniform will consist of [Kaki Pants, White Undershirt, Black Visor and a Black Apron]. Hats are a hair-restraint which is a requirement of the Health Department and a standard part of your uniform and are to be worn by all personnel in the stand. Keep in mind that you will be on your feet for a long time so wear appropriate shoes. Opened toe shoes are not allowed.

CUSTOMER SERVICE Customers are the most important people in any business. Customers are not dependent on us; we are dependent on them. Customers are not an interruption of our work; they are the purposes for it. Customers do us a favor when they come in, but we are not doing them a favor by waiting on them. Customers are not money in the cash register; they are human beings with feelings and deserve to be treated with respect. Customers are people who come to us with their needs and wants. It is our job to fill them. Customers deserve the courteous attention we can give them. They are the lifeblood of this and every business. They provide our income. Without them, we would have to close. Customers don't ever forget any of this, nor should we. Excellence is our standard. We strive to serve our customers in a professional manner.

Without customer satisfaction - we fail.

Our business success depends on having good customer relations, because customers are the people who ultimately pay us and keep us in business. If we want their return business, we must keep them satisfied with our products and our service. Even if you are not directly serving the customer, it is important to remember the relationship each individual has in the success of customer service. For example, the back counter support must make sure the food they produce is hot, appetizing and prepared to specifications, the beverage pourer needs to be sure that the beverages they serve -are not flat, have sufficient ice, the cup is clean from all spills, etc. Remember - IF YOU ARE NOT SERVING THE CUSTOMER, YOUR JOB IS TO BE SERVING SOMEONE WHO IS. Service, food and atmosphere are what people look for when choosing a place to eat. Our customers are not our captive audience, they may choose to eat prior to an event or wait until it is over. It is up to each of us to assure that each customer consistently receives quality service and food. We want all of our customers to leave happy and satisfied with their experience. A satisfied customer benefits us in two ways. They become repeat customers and they will recommend our service to friends and family members. It is important that the service each of us provides directly influences our success Our policy is to do whatever is necessary and appropriate to resolve a customer complaint. When confronted with a problem, each group member is empowered to take whatever steps necessary, up to and including a refund and/or product

replacement. After resolving the problem with the customer, bring the matter to your group leader's attention so steps can be taken to make sure the problem is not repeated. Blindly holding to the idea that customers are always right means that when something goes wrong - as it will, sooner or later - you must be wrong. You know that's not true. If you're behind the counter in a McDonald's and a customer walks up and orders McLobster and a bottle of McChampagne, it's very clear who's right and wrong. It is also irrelevant. YOUR JOB IS TO MANAGE THE EXPERIENCE SO THE CUSTOMER EVENTUALLY IS RIGHT AND REMAINS YOUR CUSTOMER. The bottom line is: CUSTOMERS ARE NOT ALWAYS RIGHT, BUT THEY ARE ALWAYS OUR CUSTOMERS. STAND SAFETY Having a safe working environment is important to everyone. You have a major impact on how safely your work place is. You are urged to report any situation that you consider unsafe to your Group Leader. It is important that you do your best to work safely. Suggestions concerning safety will always be welcomed by your Sodexho Manager. In order to keep our concessions operations safe please pay close attention to the following items: • Clean up all spills immediately (ice, water, food products, etc.) • Sweep floor regularly throughout the event. • Never pull an electrical plug out by the cord. • Use proper lifting practices when handling boxes. Keep your back straight, knees bent, and lift with your legs. • Use caution when operating the popcorn machine. The kettle is very hot and will burn you if it's touched. • Never use a chair or milk crate to stand on. • Never leave sterno or other heating equipment (popcorn popper, roller grill, etc.) unattended. FOOD SAFETY In order to provide our customers with quality products we must make sure they are handled safely and properly. The following procedures must be followed for all food handling;

All hot food must be at least 145 degrees before serving. Hold food at 145 degrees or above All cold food must be kept iced down in preparation and serving areas and kept below 40 degrees. A food thermometer is provided for every stand and should be calibrated. Sanitize the thermometer after each use. HOW TO USE A THERMOMETER:

1. Use a calibrated, clean and sanitized thermometer.

2. Insert thermometer stem through holding clip of thermometer case.

3. Take the temperature.

4. In the center or thickest part of the food.

5. Allow time for thermometer needle to stop moving. Wait 15 seconds,

and then record the temperature.

6. Wash, rinse, and air dry thermometer and thermometer case before and

after each use.

HOW TO CALIBRATE A THERMOMETER

Step One

Fill cup or container with crushed ice and water

Step Two

Submerge sensing area of stem in the ice water for 30 seconds

Step Three

While in the ice, adjust calibration nut until thermometer reads 32° F (0° C)

Product temperatures are checked and recorded on the HAACP Temperature Log at the end of preparation, prior to service and at the beginning, middle and end of service. Food handlers gloves are provided and must be worn when handling prepared foods.

PROPER HAND WASHING PRACTICES MUST BE FOLLOWED. Everyone must wash their hands with soap and water, before beginning/returning to work, or when necessary during work. Anyone engaged in handling of food or food contact surfaces must wash hands after eating, drinking, smoking and handling raw foods of animal origin, trash or other contaminated objects. Hands also must be washed after scratching your head, touching hair, sneezing, blowing nose and other acts of a personal nature. Hands must always be washed after using toilet facilities and again in production and service areas, before returning to work. Cuts and burns on hands must-be properly bandaged and covered with disposable gloves. Cuts and burns on exposed arms must be properly covered so they are not a source of contamination. Hands and fingernails must be clean. Fingernails should be no longer than the end of the finger, with no nail polish or artificial fingernails. No excessive jewelry should be worn. Ready to eat foods must not be touched with bare hands. Disposable gloves, tongs or other dispensing devices must be used properly to handle food. Ready to eat foods are foods that require no further processing and cooking/heating. Disposable gloves must be changed with each activity or whenever gloves become torn or contaminated. For example, never use the same gloves for handling raw meat, then making sandwiches and, finally, cleaning the work area or handling money. Gloves may not be washed and reused. Gloves must be discarded when leaving the work area, i.e. when going to the restroom, etc. Toxic and chemical materials must be properly stored, separated and away from food, food equipment and utensils. All materials must be clearly labeled for easy identification of contents. Eating, drinking, smoking and gum-chewing are not allowed in production, service or equipment and utensil washing areas. No individual’s coffee mugs or drink cups are stored in concession stands. Long hair should be pulled back. Clearly labeled sanitizer of the proper concentration must be available and used to sanitize all food contact surfaces of stationary equipment, i.e., work counters and tables. Sanitizer test strips must be used to assure proper concentration. Use handi-wipes that can be reused.

FIRE SAFETY In the event of a fire, turn off and unplug all equipment. Immediately leave the stand and follow the posted signs to the nearest exit. HEALTH AND SANITATION GUIDELINES The following are some general guidelines for health and sanitation procedures that all stand workers should be familiar with. Please ask for assistance in exact health department specifications if you have any questions. Food Storage and Preparation Do not let prepared food stand at room temperature for an extended period of time Do not store food production or containers on the floor at any time (this includes ice and cups), must at least have a bread rack under them. Health and Hygiene Use plastic gloves when directly handling any food product. Do not handle food if you have a skin infection or cold. Do not eat, drink, or smoke in a food prep or service area. Personal items such as cups and coats are not to be kept in food service areas. Bags and purses should be left in your car or at home. Anything that you need to bring inside the stadium should fit into your pockets. Cleaning and Chemicals Make sure all chemicals are labeled. Do not store chemicals for cleaning with or above any food product. Clean and sanitize counters and food contact surfaces often. Keep floors free from debris. Report all unlabeled cleaning agents immediately for proper labeling. Miscellaneous Ice scoops should be placed in bins with handles up.

FOOD POLICY All groups must adhere to the following: There is to be no eating, drinking or smoking in the view of the public. Any consumption of food is to be done prior to gate opening or after stand closing. Groups are allowed courtesy cups for beverages. All other items must be purchased. Health Department regulations specify no courtesy cups on food contact surfaces (counters). Please step outside stand when drinking. MISCELLANEOUS All personal items should be put in the designated area which is separate from all food and paper products and out of customer view. We strongly recommend leaving personal belongings locked in your car. We are not responsible for items which are lost or stolen. Guests and children must have tickets and enter with general public at door time. They must also leave with the general public. They must be attended, if necessary, by someone other than a person working in concessions. Absolutely no left over food at the end of the event will be consumed or removed from the stand. Your Sodexho Supervisor needs to record these on an inventory waste column and will then advise you on disposal of all leftover food items. All returns and damaged goods should be kept till end of event and verified by Sodexho personnel. RULES An aggressive group that follows this outline and the directives of management will be successful, and its earnings will be beyond satisfactory. Earnings or the group’s entitlement to participate or both could be jeopardized, however, if certain necessary rules are broken. The following standard prohibitions in the work place must be observed:

• NO smoking inside the stands.

• NO eating or chewing gum in public view. • NO use of drugs or alcohol before or during work hours or on premises.

• Uniforms must be worn by all in public. Everyone involved in preparing or

serving food must present a clean, attractive appearance.

• Hands must be washed every time before handling food, especially after using the restroom.

• If you have a cold or cough, or if you are sneezing, stay away from food.

• NO refilling of cups with beverages.

• Abusive language toward customers, fellow workers or supervisors will not

be tolerated.

• NO stealing.

• NO fighting.

• Falsification of records will result in dismissal of the entire group.

• HAVE FUN! HONESTY Taking money, product, supplies, or any property belonging to management or fellow employees is cause for immediate dismissal and possible prosecution. CONDUCT Although 99 percent of the people know the following actions are wrong and will result in termination, we have to list them for the 1 percent who do not.

• Fighting.

• Abusive language to customers and/or fellow workers.

• Insubordinate conduct toward supervision.

• Using or coming to work under the influence of drugs or alcohol.

• Gambling.

• Immoral conduct or sexual harassment.

• Deliberately damaging or destroying property.

BEFORE GAME DAY By noon, [6] days before each event fax a list of your workers. Fax or e-mail your list to [614-447-4117 “attention to” Kira McDonough]. kmdonough@thecrew.com ARRIVING ON GAME DAY Group leaders and early workers should arrive [3.0hrs] before game time. All others should arrive [2.5hrs] before game time. Gates open [1.5hrs] before game time. ARRIVAL & CLOSING PROCEDURES Go to the [Gate 1 located in the NE Corner of the Stadium]. Each group member should be on the list submitted 6 days in advance upon entry to the stadium. Once you enter, have a designated group representative go to the Money Room (with his/her ID) to receive your stand's bank. Count the bank and verify the starting balance. Each stack of bills should be counted individually. Rolls of coins are not undone. Pick up clipboard with stand sheet, cash sheets, HACCP Logs, Event Notes, Thermometer and Production Guide. [In addition you will need to pick up your groups aprons] Proceed to Stand. WHEN YOU FIRST ARRIVE: Place your personal belongings in the designated location for each stand. It is a health code violation to place personal belongings by food or service items. No personal items should be left in any location which is visible to the public. Wash your hands thoroughly with soap and water before you begin work. Wash hands frequently throughout your shift. Use paper towels to dry hands. Check in with the Group Leader for your assignment and begin work. We have only a short amount of time to prepare the stand; therefore it is imperative that you do your work quickly and effectively. Each item listed on your stand sheet has to be checked in. Count all boxes, all loose items, every candy bar, etc. Record your count on the form. If there are any errors, call your supervisor to recount behind you and initial sheet. Any discrepancy comes out of your commission so pay careful attention to all inventory counts.

Cook and bun hot dogs, bratwurst, hamburgers, pizza and pop popcorn. Record the temperatures by the batch.

• Clean all counters • Set up cash drawers. • Plug in cheese machines • Set Up Displays

OPEN WINDOWS 15 MINUTES BEFORE GATE OPENINGS. CLOSING PROCESS As soon as you close the stand, Gathering up all remaining money from your drawers and have a representative take the money to the money room immediately- do not wait to balance the money with the inventory. The stands should be cleaned. All stock must be consolidated and counted to be entered as ending count on stand sheet. All counters must be wiped down, floors swept and mopped and equipment cleaned. Make sure you unplug all non-refrigeration equipment in stands. Sodexho Supervisor must initial any waste counts before you throw away. Put all garbage out side of stand. Empty boxes must be broken down and also set outside of stand. A closing checklist is in your stand for you to use to ensure that all closing work is completed. Be sure to have your group leader and Sodexho Supervisor sign off on the closing list sheet. Any questions are to be directed to your supervisor. A Sodexho Supervisor should check your stand out before you leave and then, lock up behind you. When you are ready for checkout, have your Requisition sheets, Return Sheet, HAACP Log, and Cash Sheets with you. Don’t write anything on the front of the Inventory Sheet, except for ending inventory. Use ink on the inventory sheet. OPERATIONS Production Levels

Supervisors and managers will give you guidance as to what levels of product you should prepare. It is your group's responsibility to insure that enough product is available for sale, and to limit over-produced product to minimal levels. Product Transfers/Additions Product transfers are handled by Sodexho supervisors. It is essential that your stand inventory is monitored to insure you do not run out of any item. Be sure that you are not hoarding excessive product in your location. Keeping

excessive amounts of these items will force other locations to run out. Transfer sheets should be filled out-and signed by the stand leader. You keep a copy with your stand sheet and the other copy goes to Sodexho personnel. Money Drops/Deposits Banks should be picked up and verified in the money room at check-in time. Initial the bank sheet to verify money picked up.

• Never count money on the front counter. • Always conceal your money in a money bag. • Carry your money bags in something larger to conceal

PRODUCTION Hot Dogs All hot dogs will be prepared on roller grills. Start production as soon as early crew arrives. Hot dogs are to be kept at 145 degrees in accordance with health codes. Sodexho requires that temperatures be taken every two hours. Popcorn Popcorn should be popped prior to gates being opened, and boxed. You must watch the amount of popcorn you have available and pop new popcorn when necessary. (You should never let the popcorn burn!!!!) Pretzels Pretzels need to be placed in the pretzel warmer for about 25 minutes before they are ready to go. About 1 hour before get two foil pans and place them on the counter. Open the bag of salt that is in the box of pretzels and pour it into one of the pans. Get the spray bottle that contains water (if the bottle does not say “water only” on it, do not use it) and spray the front of the pretzel once, then press the pretzel face down in the salt and place the pretzel in the empty pan. Once the pan is full with salted pretzels take it to the pretzel machine and place them inside to begin the warming process. Each pretzel machine will hold approximately 50 pretzels (one box). Once all your machines are full, you can then fill the pans with salted pretzels and cover the pans so you have more ready to go when your machines are running low.

While you are selling pretzels make sure you pull from only one level at a time. When that level is empty, fill it up with new pretzels and then pull from the next level down. This way by the time you have used all three levels, the ones on the top are ready to go. Display Inventory - souvenir cups, candy, etc. You should display your stock on top middle counter for the customers to see our selection. Remember visuals make an impact on concession sales. Stands are equipped with menu boards for pricing. Other Products Bottled Water – Fill your front Pepsi Merchandisers with labels facing the front. Rows should be 7 bottles deep. Condiments The condiment tables will be set up by your group. It is the responsibility of each stand to check on their condiment table periodically. Clean off the counter top, throw away any trash and if the condiments are low, refill from stock below the table or in the stand. If additional condiments are needed and are not in your stand, notify your supervisor to have them restocked. STAND ASSIGNMENTS Stands should be properly staffed with group leader(s), front counter cashiers, back counter food production/beverage dispensers, and runners. Front Counter The cashier is the customer's first impression of our concession's operation. Therefore, it is important that they be friendly and courteous. During the event you need to keep the counters clean and your station stocked. Cashiers should always be smiling and facing forward in their positions, and unless otherwise instructed all cashiers should stay at their position. Stands are equipped with cheat sheets inside stand and menu boards outside of stand for pricing. When a customer places their order, tell them the total first so they can pay for the order. When a customer pays you, place the bill or bills on the top of the cash drawer, count back to customer the proper change and then place the bills in the drawer. Never tell a customer we are out of an item before double checking - it's usually in the stand.

Each customer should be served in the following manner; Greet the customer as they approach the stand. ("Hi, may I help you?" or other appropriate greeting.) Listen to the order. When possible suggest an accompaniment to their order. ("Would you, like a box of fresh popcorn with your drinks?" or "May I get you a hot dog tonight?", "How about a Coke/Pepsi to go with your popcorn?") When a customer does not specify the size, reply by suggesting the larger size. If there are lines in front of other cashiers in the stand don't be afraid to call out ("May I help someone over here?") All Cashiers should review and sign a copy of the Cashier Guideline Sheet found in the back of this handbook. Back Counter After the inventory has been verified, stock beverage stations with cups and mugs. Fill production quotas, make beverages, and place items on middle counter to fill customers’ orders. Remember to use an ice scoop to fill the cup with ice, not the cup itself. Ice scoops must always have the handles up, not touching the ice when not in use. The stadium is equipped with drinking fountains. Due to our inventory system and concerns over speed of service, if someone would like to purchase a cup of ice or ice water it will cost the same as a soft drink. We do not ever re-fill cups with ice, water, or anything else. This is strictly against the health code. Runner The runner assists both back and front counter people to expedite orders, refills ice bins, picks up reorders from main storeroom if needed. One runner should be assigned to the condiment table to see that it is cleaned and replenished at all times.

WHATEVER YOU DO IN CONCESSIONS OPERATIONS HAVE FUN!

[Location Name]

2006 Non-profit General Policies Training

I ____________________________________________ a group leader for _____________________________________ ___________________________ Print Your Name Print Name of Group have read and understand all of the above policies. As the group leader I will take responsibility to enforce and follow these guidelines with my group _________________________________________ _____________ Signature Date Group Name:_____________________

The following pages contain Demonstrated Best Practices that can be incorporated into your operation

and forms that can help you run a more efficient operation.

Calibrating Thermometers Ice Point Method

Step OneFill container with crushedice and water

Step TwoSubmerge sensing area ofstem in ice water for thirtyseconds

Step ThreeWhile in the ice, adjust calibration nut untilthermometer reads 32ºF (0ºC)

63

DATE AMBIENTAIR TEMP**

ACTION/COMMENT THERMOMETERTEMP*

ACTION/COMMENT EMPL.INITIAL

O/C O/C1 / /2 / /3 / /4 / /5 / /6 / /7 / /8 / /9 / /

10 / /11 / /12 / /13 / /14 / /15 / /16 / /17 / /18 / /19 / /20 / /21 / /22 / /23 / /24 / /25 / /26 / /27 / /28 / /29 / /30 / /31 / /

HACCP REFRIGERATOR or FREEZER TEMPERATURE LOG -- One Form Per Month

*O = OPENING TEMP AT ____AM*C = CLOSING TEMP AT ____PM

PRE-GAME SUPERVISOR CHECKLIST

STAND IS CLEAN – Please check off duties/items as they are confirmed/completed _____Floor swept & clean _____No trash in the stand _____Dish detergent, spray cleaner and chemicals in the proper storage area _____Cleaning cloths _____Courtesy cups (There should be enough courtesy cups for all the workers in the stand plus a few extra. These cups are not to be given away as ice cups or for any other reason.) ITEMS FOR HOT DOGS _____Wieners (60 per case) _____Hot dog buns (72 per rack) _____Hot dog bags (plastic or foil) _____Hot dog bag dispenser (for plastic hot dog bags) _____Steamer used _____Crescor or warming drawer (check temperature) _____Oven mitts _____Thermometer _____Gloves _____Stadium trays (All satellites & counters need trays made ahead of time) ITEMS FOR CONDIMENT TABLES _____Condiment table _____Napkin dispenser _____Napkins _____Ketchup w/pumps (Do Not throw away caps or pumps) _____Mustard w/pumps (Do Not throw away caps or pumps) _____Relish packets in their basket _____Onions

ITEMS FOR PRETZELS _____Pretzel (50 per case) _____Pretzel machine _____Deli paper _____Pretzel salt (will be in the pretzel box) _____J&J water spray bottle _____Salt tray/Rubbermaid container _____Water in pretzel machine (turn on the machine & add water to the hole on the top until lights on the front of the machine indicate that there is enough water in the machine) ITEMS FOR NACHOS _____Bags of nacho chips (5 bulk bags per case) _____3 Compartment Nacho Trays

_____Salsa _____Bagged cheese for dispenser (do not throw away cap) _____Cheese dispenser/nozzle (make sure dispenser is heating and do not throw nozzles away) _____Cheese cups

ITEMS FOR BEVERAGES _____24 oz cups (500 per case) _____32 oz cups (375 per case) _____Hot drink cups (50 per sleeve) _____Coffee maker _____Sugar & creamer _____Cocoa mix _____Stirring straws _____ 20oz Bottled water (24 per case) _____ 1 Liter Bottled water (15 per case) _____Bottled soda (24 per case) _____Ice (in ice bins for fountain machine. _____Ice scoops (in pepsi fountain machine-handles upwards) _____CO2 (make sure it is turned on) _____Bag in the box (BIB) coke is working (make sure CO2 is on and ice is spread evenly in fountain machines to ensure proper soda/water mix-these are the 2 most common causes of coke machine malfunction. Please check these 2 things Before calling for a Pepsi Technician) _____Extra BIB for each flavor (Pepsi & Diet Pepsi main sellers) _____Run all fountain unit flavors before serving to ensure CO2 is pumping properly ITEMS FOR Alcohol _____ Malt Beverage (24 per case stock in Pepsi Merchandiser) _____ 22oz Clear Souvenir Beer Cup (500 per case or 50 per sleeve) _____ 24oz King Cans ( Budweiser Products 15 per case and Molson 12 per case) _____ 32oz Clear Cups for King Cans to be dispensed into. _____ ½ Barrel and ¼ Barrel Kegs _____ WE ID EACH AND EVERY CUSTOMER. PLEASE FOLLOW ALCOHOL POLICY. ITEMS FOR POPCORN _____Popcorn seed/oil packets _____ 46oz Popcorn Tubs (500 per case or 50 per sleeve) _____ 85oz Popcorn tubs (300 per case or 25 per sleeve) _____Scissors _____Popcorn machine ITEMS FOR CANDY _____Candy (M&M Peanut, Skittles, Sour Patch and Twizlers)

_____Candy racks

POST-GAME SUPERVISOR CHECKLIST STAND IS CLEAN – Please check off duties/items, as they are confirmed/completed _____Floor swept & clean _____Trash outside stand (all trash must be in trash bags & all boxes must be broke down) _____Dish detergent, spray cleaner and chemicals in the proper storage area _____Cleaning cloths (set by sink for the next game if still clean) _____Courtesy cups (make sure they are washed out and ready for the next game) _____Clean cheese nozzles, place original caps back on bags (place any open bags in the cooler) _____Clean ketchup & mustard pumps, place original caps back on jugs & store in cooler ITEMS FOR HOT DOGS _____Hot dogs in ice box/freezer if not cooked _____Hot dog buns consolidated in racks _____Hot dog bags (plastic or foil) neat in a box or on holder _____Hot dog bag dispenser (for plastic hot dog bags) cleaned _____Tongs cleaned _____Crescor or warming drawer emptied of product and cleaned _____Sheet pans cleaned (turned upside down on the middle count _____Oven mitts placed next to grill _____Thermometer brought back to office _____Gloves place next to the grill _____Empty Sterno thrown away, partial and full capped (On satellite units) ITEMS FOR CONDIMENT TABLES _____Condiment table emptied and cleaned/condiments placed in stand _____Napkin dispenser cleaned _____Ketchup & Mustard cleaned, capped & placed in the cooler _____ Bulk Tray empty and washed. Leave to air dry beside 3 comp sink, _____ Remaining Onions placed on the rack inside the cooler. ITEMS FOR PRETZELS _____Uncooked pretzel put into the ice box/freezer _____Cooked pretzels counted as waste and thrown away _____Pretzel machine cleaned _____Deli paper put on top of the pretzel machine _____Open pretzel salt saved in Rubbermaid tub _____Empty J&J water spray bottle and place next to the sink _____Satellite pretzel carts- Please ensure all salt is off the cart ITEMS FOR NACHOS _____Bags of nacho chips consolidated into cases _____Remove bagged cheese from dispenser, cap and put in the cooler

_____Clean cheese dispenser and unplug. _____Consolidate Nacho Trays into stacks for 25 for inventory _____Stack neatly cheese cups (stacks of 25 for inventory)

ITEMS FOR BEVERAGES _____24 oz cups consolidate into cases _____32 oz cups consolidate into cases _____Hot drink cups consolidate into cases _____Coffee and Hot Chocolate maker cleaned _____Sugar & creamer placed on inside marked cupboard _____Cocoa mix placed on inside marked cupboard _____Stirring straws on inside marked cupboard _____Bottled water consolidate into cases _____Bottled soda consolidate into cases _____Ice scoops cleaned & stored w/fountain units _____CO2 turned off _____Fountain machines wiped down _____Remove fountain nozzles, clean thoroughly w/carbonated water and place on machine ITEMS FOR POPCORN _____Popcorn seed/oil packets consolidate into cases _____Popcorn boxes & tubs consolidate into cases _____Scissors cleaned and set inside popcorn machine _____Popcorn machine cleaned (do not use degreaser) Let the kettle cool down first ITEMS FOR CANDY _____Candy consolidate into cases and placed into the coolers _____Candy racks cleaned

MAKE SURE ALL CHARGEABLE ITEMS ARE PLACED TOGETHER BEFORE YOU LEAVE

CASHIER GUIDELINES Cashier Rules 1. Cashiers shall count and sign for their banks at the beginning of their shift in the presence of a manager. 2. Cashiers shall initial the cashier log and set up the register before beginning a shift. 3. Cashiers should ensure that a beginning register reading was done by management. 4. Cashiers should ensure that the correct date and time is set on the register. 5. Cashiers shall ring in all sales immediately with no delay. 6. Cashiers shall provide receipts to all customers for each transaction. 7. Cashiers shall close the register drawer between each transaction. 8. Cashiers shall place bills on ledge of register until transaction is completed. 9. Cashiers shall not leave the registers unattended with the key in. When unattended, cash registers are to be locked and all keys removed. 10. Only one person shall work from a cash register drawer during a shift. 11. Cashiers shall ring in sales accurately at all times. 12. Cashiers and managers shall count closing cash in each others presence and co-sign daily cash report.

13. Cashiers shall be held accountable for over/shorts according to Division Policy. ($25 for one day’s deposit or not over or short of .5% of sales in one 25 day work period.) 14. Overrings and voids will be approved by management as they occur. All overrings and voids are to be documented on the Overrring Record. 15. Cashier shall not read their own registers at the end of their shift. 16. Cashiers are subject to unannounced audits at any time by authorized Sodexho management. 17. All credit cards accepted for payment must have a current date and be signed. 18. Tips on credit cards are to be paid to associates before the end of their shift. Do not include sales tax when computing tips on credit card sales. 19. Charge sales: • must be rung up in similar manner as cash sales. • each transaction is to be accompanied by a supporting receipt, guest ticket, coupon, etc. • the supporting change sales document must be held in a separate section of the register in numerical order. 20. Cashiers shall not accept personal checks. The unit manager is responsible for changing check acceptance policies in compliance with client requirements. 21. Cashiers shall notify a manager immediately if a customer complains he has been shortchanged. 22. Cashiers shall place “cash pulls” in a tamper proof deposit bag and initial bag before giving to manager to place in safe. 23. There will be no commingling of personal funds and Sodexho funds at any time. Miscellaneous Cashier Rules 1. No personal items shall be kept at the register station. This includes wallets, purses, handbags, backpacks, coats, etc. 2. Cashiers will not allow anyone to loiter at the registers and will not have personal conversations while at the register. 3. Break times will be strictly adhered to by all cashiers. 4. Cashiers will not eat anything while at the register. 5. Cashiers will wear identifying name tags at all times. I have read and have had the Cashier rules explained to me and I understand. Employee Signature _____________________________________________ Date _______________ Manager’s Signature ______________________________________________ Date _______________ 1103 (05/03)

NPO Checklist

Signed W-9 Insurance Copy to Copy to

Name of NPO Contracts Form Form Corp Contract Administrator

Controller Complete

MYSTERY PATRON

Working together, we are proactive in ensuring that proven best demonstrated practices and standards are always maintained at Crew Stadium and are the basis for ever-improving service to our fans. Employees will be trained in these standards, and your on-site managers will randomly audit the operation to ensure performance—as you are invited to do also, anytime! Additionally, Sodexho Sports and Leisure Services, in conjunction with an independent international research firm, has created a new auditing tool:

The Mystery Patron Program.

This service provides anonymous, independent “Patron Advocates” to your

operation each season to critique what they experience from a fan’s perspective. All Patron Advocates are concessions experts, having undergone a training program, an apprenticeship, and extensive traveling to many concessions operations around the country. They experience your service, and, through more than 100 different vital categories, present you with a snapshot—tough but fair—of what they saw. They look at hospitality, food quality, uniforms, cleanliness, stand appearance, upselling, cash handling methods, turn speed, supervisor performance, and much more. This provides our partnership with vital information for making fact-based decisions—and the ability to continually make a superior operation just a little bit better. They can even provide you with intelligence on “non-food” areas, such as restrooms, parking lots, and so on. Employees get a kick out of Mystery Patron, often turning it into a “who is it” game—is the Patron Advocate the chubby guy with the “Go Team” sweatshirt? The older woman in the print dress? The rowdy guy who kept asking for more napkins? It could have been any one of them or none of them, but one thing’s for certain: the Mystery Patron Program is a constant reminder to every employee to deliver excellent service every time—especially since employees “caught” doing a good job often receive a gift certificate or other reward for their efforts!

NPO BONUS

95%-99% Receive $75

90%-95% Score Receive $65 80%-89% Receive $55

Individual Gift Certificates will be awarded in addition for excellent customer service.

Bonus [Crew Stadium]

Now that we have all had a chance to sit down and discuss the upcoming season I would like to add an incentive plan for all of you. We still have the same commission scale as we did last year, but I would like to implement this new idea for the season as well. I think competition can do many things for us – build teamwork, build trust, build strength, and build lasting memories. These are goals we can all strive to achieve and with hard work and dedication we can obtain them. The following is plan on how you can help your group, Crew Stadium], and Sodexho Sports & Leisure Services.

⇒ Refer of an NPO who works at least 3 events for us will earn $100 ⇒ Refer of an NPO who works 10 events for us will earn $200 ⇒ Help a group. Taking on an extra portable event day will earn $35 plus the

portables commission. ⇒ Completed HACCP Log, Cooler and Freezer Log and thoroughly cleaned

concessions earns an extra $50.

Other incentives will be added throughout the season. We will keep everyone posted.

CLEANING AT CLOSING: The stand supervisor will excuse employees to leave after their inspection of preparation and work area clean-up. Fines will be charged to groups for failure to clean properly and that do not check out with the supervisor:

• Clean hot dog warmer drawers $3.00 each • Clean popcorn machine $ 9.00 • Clean pretzel machine $ 9.00 • Clean all utensils $ 3.00 • Clean can warmers $ 3.00 • Clean counter tops $ 9.00 • Clean condiment table $ 9.00 • Clean coolers (glass & inside) $ 3.00 • Sweep Floor and Mop $15.00 • Take all trash out door • (have fresh bags in all cans) $10.00 • Clean sink $ 3.00 • Containers/air voids $ 5.00 each • Place all chemicals in proper • Storage area $ 3.00 • All of the above duties should be carried out before leaving your stand

as well as verifying that all coffee machines have been unplugged. Any questions are to be directed to your supervisor.

NPO Information

Incentives or Penalties

1. Performance-All non profit groups must follow Non Profit Concession Contract if not followed they are terminated from the program.

2. Attendance-Supervisor of the group must send in a roster of the workers (3) days prior to the event. Non Profit Supervisor reports in 4 hours prior to the event and the remainder of the staff 3 hours prior to the event.

3. Clean Up-Non Profits are responsible if it does not meet our standards a $200 cleaning fee is deducted from their commission.

4. Reconciling Cash and Inventory-Both Non Profit supervisor and Sodexho employee do the opening and closing inventory. Cash should match closing inventory.

5. Staffing Compliance-20-25 people should consist of a non profit group, committed on a year to year basis.

6. Cashier Line Openings-8 cashier lines per concessions. 7. Miscellaneous Criteria-Hawkers 15%, Merchandise sales 3%. 8. Pay Scales-Food 10%, Alcohol 7% commission. 9. Shortage Allowance- .5% 10. Stand Recognition-NO TIP JARS ALLOWED

Training

1. Training Groups-It is mandatory that supervisors attend all training sessions, however all members of the group are welcome and encouraged to come. Because we have some many groups and people we do several training sessions through March – August.

2. All Training-Food, Safety, Sanitation and operating food service equipment is one training session. Alcohol (Ohio Investigate Training) is a separately requirement c

3. Sodexho Supervisors-We assign a Sodexho Supervisor to each concession and kiosk for each event.

4. Other-We conduct all the above training each year with new and returning groups.

Uniform

I understand that wearing the proper uniform is a necessity in the food service business. It is not just a fashion statement, or lack there of, but a required component by the Local County Health Department, Sodexho Sports & Leisure, and the [Crew Stadium] The Columbus Crew. Therefore, by disregarding the requirement to wear the proper uniform (visor on head, apron/smock on body) I understand that I will forfeit 2% of my net sales upon breaking the requirement. I understand that Sodexho is not “looking” to take sales away, but rather trying to enforce the requirements of the above mentioned. 1st offense – Verbal Warning 2nd offense – reduction in commission by 2% 3rd offense – dismissal of group from working [Crew Stadium] events for 1 year I also realize that by simply keeping my stands clean, organized, and wearing proper uniforms AT ALL TIMES, that my group will have the opportunity to gain commission dollars up to 2%. Group Name ______________________________ Group Leader Signature ______________________________ G.M. Sodexho Signature ______________________________

WAIVER AND RELEASE OF LIABILITY

In Consideration of being allowed to participate as a volunteer concession worker for Sodexho Sports and Leisure Services at event held at [Crew Stadium], I _______________, the undersigned, working on behalf of and as a member of the _________________ (group name), acknowledge, appreciate, and agree that: I, for myself, my heirs, personal representatives or assigns, DO HEREBY RELEASE, WAIVE, DISCHARGE, AND COVENANT NOT TO SUE Sodexho Sports and Leisure Services, its directors, officers, employees, and agents from liability from any and all claims including any negligence of Sodexho Sports and Leisure Services, its officers, employees, agents, and directors, resulting in personal injury, accidents, or illnesses (including death), and property loss arising from, but not limited to, my participation as a volunteer concession worker. I have read the above and I know, understand, and appreciate these and other risks that are inherent in the events made possible by Sodexho Sports and Leisure Services, I hereby assert that my participation is voluntary and that I knowingly assume all such risks. I also agree to INDEMNIFY AND HOLD Sodexho Sports and Leisure Services, its directors, officer, employees, and agents HARMLESS from any and all claims, actions, suits, procedures, costs, expenses, damages, and liabilities, including attorney’s fees brought as a result of my participation as a volunteer concession worker for Sodexho Sports and Leisure Services at events held at [Crew Stadium]. I have read and understand this waiver of liability, assumption of risk, and indemnity agreement, fully understand its terms, and understand that I am giving up my right to sue. I acknowledge that I am signing the agreement freely and voluntarily and intend by my signature to be a complete and unconditional release of all liability to the greatest extent allowed by the law. ___________________________________ Participant Signature Date _______________, 2008