Delaware North Sportservice at Lambeau Field

2021 Volunteer Orientation

People to Know:

NPO Coordinator-Kaylynn Pawlak

NPO Recruiter- Andrea Elliott

Please feel free to contact us at greenbaynpo@delawarenorth.com

Volunteer Orientation Agenda:

• Policies• Guest Path • Food Safety • Safety Training• General Information • Point of Sale/ Registers

Policies

Lambeau Field/ Green Bay Sportservice Policies

• All associates/volunteers who serve, sell, or dispense alcoholic beverages will successfully complete the ServSafe Alcohol Service Certification course.

• Two (2) Alcoholic Beverages per person; per transaction per ID may be sold, carried, at one time.

• All persons attempting to purchase alcohol, who appear to be under the age of 30, must be asked to provide an acceptable form of ID, including repeat transactions in all concessions locations.

• Alcohol may be sold to guests who are 21 years or older ONLY, per Wisconsin state law.

• Associates/volunteers must be 18 years of age to pour beer, or to serve beer, wine or liquor.

Lambeau Field/ Green Bay Sportservice Policies

• We accept the following ID’s: a state issued drivers license, a state issued identification (non-driver) card, Passport, Military ID and Canadian issued drivers license. ALL forms of ID must be valid with picture.

• We do NOT accept clipped or voided I.D.

• Refuse to sell to guests who appear to be impaired.

• Associates/volunteers are not allowed to rehash/refill cups.

Lambeau Field/ Green Bay Sportservice Policies

• Sportservice reserves the right to deny the service of alcohol

• REMINDER: A partial alcoholic drink is considered one (1) drink; therefore, if a guest has a partial drink, only (1) additional alcoholic beverage may be served.

• Double cocktails = 2 drinks • The company has a zero tolerance policy regarding

individuals who violate this policy or any applicable alcohol service rules

• Any individual found to be in violation of this policy or any alcohol service rules face disciplinary action up to and including termination.

Discipline Policy

Infraction Resulting in Termination from all Delaware North Sportservice Locations: • Serving a visibly impaired patron; or • Serving a minor; or • Any other violation of law; or • Service of more than the allowed number of drinks

to a patron (2); or • Violation of a rule established by Delaware North

Sportservice at Target Field in which associates/volunteers have signed a written acknowledgment that a single violation will result in termination

Attendance Policy:

All volunteers are expected• Report to Lambeau Field on time for all

scheduled games• Get the location counted, cleaned, and ready

for service before gates open• Follow all company, department, and

stadium rules and policies.

Please be accountable to your fellow volunteers!

Uniform

Black Pants or Shorts • Dickies or Dockers style• No Ripped Jeans, Yoga Pants or Leggings • Shorts must be knee length or longer

Closed Toe Shoes• No sandals, crocs• Comfortable, skid-resistant• Black or white socks if wearing shorts

Sportservice-issued Shirt • All buttons buttoned • Hat issued by sportservice or supplied by

organization

Name Badge• Worn around neck and visible

Uniform (Cont.)Hair: • Neatly styled • Natural Color • Longer than shoulder length needs to be pulled back in

ponytail

Fingernails: • Short, neatly trimmed • No fake nails • No jewels/ bedazzling • Conservative/neutral colors preferred

Jewelry/Piercings:• No visible piercings other than ears; max 2 per ear • Band-Aids/Plastic placeholders are not acceptable• Earrings: smaller than a quarter, nothing dangling

Breaks:

• ALL volunteers receive a 20-minute break • All volunteers will receive a meal ticket Where to take breaks• Associates must eat their meal in the break

room or in the back of a concession stand, AWAY FROM ALL FOOD PREP AREAS!

• NO eating on concourse or in seating area • If eating in a stand, do not disrupt other

volunteers or Delaware North associates working in that stand.

• PLEASE! No eating or using cell phone while on the concourse- even if you are on break!

Smoking:

• NO SMOKING once you arrive at Lambeau Field and check-in.

• You WILL NOT be allowed to leave and re-enter the building.

• No tobacco product use anywhere on Lambeau Field property. This includes sidewalks, parking lots and concourse.

• Failure to comply will result in disciplinary action up to and including termination of volunteer privilege to fundraise at Lambeau Field

Phones:

• Phones in concession stands are for internal business use only • Stand leads use to order product and

call down at end of event

• Cell phones are not to be used in view of guests while gates are open and guests are in the building

Alcohol Policy

• Limit: 2 Drinks per person at a time. • Must Check for ID of any person

who looks under the age of 30. Every time!

• NO Alcohol Sales after the end of the 3rd Quarter -No refilling cups (rehashing)

• Seltzers do contain alcohol • You do NOT have to open beer cans

at this time

Personal Items:

• Only see-through bag or small clear tote allowed in your working area (For pencils, calculators, etc.)

• Only small (quart-size), see-through bag for ID, keys, cellphone if it doesn’t fit in your pocket.

• If you don’t need it for volunteering, do not bring it!• Store any personal items in the locker room.• If you need to bring a bag to hold medical supplies, please

notify Delaware North management by bringing a doctor’s note and/or speaking to the Volunteer Coordinator or a Delaware North Human Resources representative.

• Items cannot be stored in the open- this includes but is not limited to - on random shelves that are used for food storage, on top of warmers under the counter

Guest Path

Guest Path:

Creating special experiences one guest at a time.

Guest Past 4 Key Elements of Service:

1. Being Prepared to Work:• Start your day by being in uniform and ready to work. • Your name badge should be on and you should seek

assignment • Being prepared to work is the first key to creating a special

experience

2. Greeting • We greet our internal and external guests with a warm

“Hello”• We also welcome our external guests to Lambeau Field. • Always be the first to greet someone, • Greeting is the second key to creating a special experience

Guest Past 4 Key Elements of Service:

3. Using Name • Our name makes us unique, it is important to use a guest's

name when we can • A name badge, credit card, or simply asking are all places

to get someone's name• Using a guest’s name is the third key to creating a special

experience

4. Thanking• Thanking allows us to show our appreciation, for someone’s

help or for someone's business• We thank our guests sincerely and send them off with a fond

farewell • Such as “Enjoy the game.”

• Thanking is the fourth key to creating a special experience.

Guest Path: Operational Service Standards

• Add on or Upsell:• Ways to accomplish this would be up-sizing a drink or

offering a bag of peanuts to add to their order • Suggest a large

• Record the order in the register • Repeat the order back to the guest • This is a good way to limit mistakes

• Offer a receipt to the Guest • Be quick

• The guest should receive the order within 90 seconds from the time they ended the transaction

• If the order has multiple items, offer a carry tray

Guest Path: Universal Service Standards

1. Professional Appearance and Grooming: • Dress for success, come in full uniform, ready to work

2. Attentive Posture: • Face guest show that you are ready to serve them

3. Gracious and Friendly Service: • Smile and bring the excitement of the game

4. Using the Guest’s Name: • Look for their name on an I, credit card or badge

5. Greeting Guests: • Be the first to say “ Hello and Welcome to Lambeau

Field”

Guest Path: Universal Service Standards

6. Thanking the Guests: • Show appreciation for a guest’s business

7. Teamwork:• We work as a team accomplishing big goals

8. Pride in Facility Maintenance and Appearance:• Keep Lambeau Field Clean and in good shape

9. Product Knowledge and Associate Skills: • This is your time to shine and show what you know!

10. Telephone and Radio Etiquette: • Talk on the phone as if they are in front of you

Guest Path: Service Recovery

L - Listen to the customer

A - Apologize for the problem

S - Solve the problem

T - Thank the guest

Guest Path: Service Recovery

Service Recovery… is a thought-out, pre-planned, process of returning dissatisfied customers to a state of satisfaction with a product/service

Say Yes!

Take care of a guest’s reasonable requests!• A guest wants an extra cup to split something, or maybe

pour canned beer into… • Give them a small soda/beer cup, report to lead that

cup was given away • Guest wants an extra boat to split an order of tenders?

• Give guest a non-chargeable boat• Know the rules, but use your experience and judgement to

create magical, memorable moments and special experiences for the guests!

• It may not be your problem, but it can be your opportunity to help solve someone else's problem.

• Feel empowered to solve a guest issue.• Be ready to adapt, using common sense.

Food Safety

Foodborne Illness:

• Potentially hazardous foods

• Bacteria, such as salmonella

• Virus, such as hepatitis A

• Parasites in meat

Prevent Contamination by Volunteers:

• Wash your hands

• Use utensils to handle ready-to-eat food

• Minimize bare hand contact with exposed food

• Use utensil only once when taste testing

When to Wash:

• Before touching anything used to prepare food

• After touching bare human body • After using the restroom • After coughing or sneezing • After eating, drinking, smoking• After handling trash or dirty utensils • After touching a dirty apron/clothing • After cleaning or using chemicals • After working with raw meat • Before putting on disposable gloves

Good Hygiene Practices:

• Eat, drink, and smoke only in designated areas

• Wear hair restraints or hats • Keep fingernails clean and trimmed • Don’t wear jewelry on hands • Keep clothing and aprons clean • Apron must remain in the kitchen

when using the restroom

If Sick, Do Not Work:

• Cold, flu, runny nose, sore throat

• Diarrhea

• Vomiting

• Hepatitis A

• Infected cut, burn, or sore

Wash Your Hands:

• 20 seconds (sing happy birthday to yourself)

• Hot water and soap

• Paper towel to dry

Prevent Food and Ingredient Contamination:

• Keep raw meat away from ready-to-eat foods or store on bottom shelf

• Separate different types of raw meat

• Store food in clean, covered containers

• Label food containers

• Wash raw fruit and vegetables

Food Storage:

• Clean, dry location • Not exposed to splash, dust, contaminants

• 6 inches above the floor

• Away from chemicals

• Stock rotation – all stock should be labeled, dated if opened, and oldest dates should be in front

• No personal items can be stored with concession stand items

Cooking to Destroy Bacteria:

• Temperature “Danger Zone”: 41°F (5°C) and 135°F (57°C)

• Thermometer • Poultry: 165°F (74°C) • Hamburger: 155°F (68°C) • Pork: 145°F (63°C) • Eggs (for immediate consumption): 145°F

(63°C) • Beef, lamb, fish, seafood: 145°F (63°C)

Thawing Foods:

• Keep frozen foods frozen

• Thaw in a refrigerator

• Thaw under cool running water

Disposal of Food/Spoilage:

• Not heated or cooled in a timely manner

• Container without a date

• Adulterated food

• Compromised packaging

• Contaminated by a sick associate

• Contaminated by contact with hands, nasal discharge, etc

Manual Dishwashing: 3-Sink System

1. Scrape off leftover food

2. Wash in solution at >110°F (43oC)

3. Rinse in clean warm water

4. Immerse in sanitizing solution

5. Air dry

Key Points to Remember:

• Wash hands often

• Do not work when you are sick

• Keep food out of the “danger zone”

• Prevent contamination of food and utensils

• Store food properly

• Use your thermometer

Health Department:

• Hand-washing sinks only used for hand washing • No dumping anything into hand sinks - No rinsing food

in hand sink • Personal drinks kept on one shelf in back of stand,

labeled • All personal drinks must have lid with straw or squeeze

style • Clean work stations and equipment • Temp log on all refrigeration units filled out daily • No bags or personal belongings in stands or portables• Chemicals NOT stored by food or food containers• No rings, dangly jewelry, bracelets, or watches worn

Safety Training

COVID19 Information: Q. What should I do if I develop symptoms of COVID19?

A. Notify your group coordinator and do not report to work. Contact your health care provider.

Q. What happens if an Associate/volunteer is confirmed to have coronavirus?

A. The Associate/volunteer must immediately notify his/her group coordinator who will then contact Sportservice rep. The Associate/volunteer must provide medical documentation allowing them to return to work.

Q. Can an associate/volunteer come to work if they are waiting for COVID-19 test results?

A. Associates/volunteers should not come to work if they are awaiting the results of a COVID-19 test if the test was administered because the associate had contact with an infected individual or because the Associate had symptoms.

Safety- Hazardous Materials:

• Read all labels before using any chemicals

• Follow all directions on chemical labels• Use PPE when using chemicals • Never mix chemicals • All chemicals need to be labeled

• Health violation if chemicals are not labeled or are incorrectly labeled

Safety-Slips, Trips and Falls:

• Make sure work area is free of obstacles • This includes power cords and other

tripping hazards

• Clean up spills as soon as they happen

• Place “Wet Floor” signs when you know the floor is wet

• Wear appropriate footwear

Safety- Other Concerns:

• Do not block electrical panels

• Turn ON all vent hoods prior to turning on cooking equipment

• Keep all smoke sensors free of blockage

Safety- Preventing Workplace Violence:

Do not push, shove, stalk, brandish weapons, threaten, or talk/joke about any of these. This includes verbally, written, gestures, etc.

Do not wear, transport, store, or display firearms or other weapons on work premise

Dangerous Weapons include: • Firearms - loaded/unloaded, assembled/disassembled • Knives • Explosive materials • Toxic agents • Spray irritants

Game Day Safety:

Electrical Panels –Do not blockAll panels have yellow striped lines on the ground in front of the panelIf there is an electrical fire, quick and unobstructed access is needed to turn off power

Proper Floor Mats –Only use rubber mats to stand on. Rubber mats are required in front of fryers and grillsOther materials, such as cardboard, can get wet and become a safety danger

Glass Items –Need to be stored in a safe location where they will not get knocked over and breakAlso keep glass items away from guests, as they could be used as a weapon

Hood Vents and Fans –All vents and fans must be on during the duration of cookingThis is a major safety concern for the Packers, as it may trigger a fire alarm and lead to an evacuation if they are not on

Game Day Safety:Proper Equipment –

Only use equipment for their intended purposeDo not create temporary or makeshift ladders or toolsIf you don’t have the proper equipment to do a job safely, please ask

Tripping Hazards-Please make sure all cords and wires are not crossing high traffic locationsMake sure all cords and wires are covered

Stacking Hazards –Poorly stacked items could fall and cause injuryNever stack items higher than a hand railing as items could easily fall over the railing

Fire Hazards –Open flames are not allowedAdditional heaters and fans are not allowedThey may overload a circuit or have poor wiring and start a fireDo not stack any items in front of space heaters, as they might catch on fire on a non-game day

General Information

Game Day- Where Do I Go?

The volunteer entrance is located on the Northwest corner of the stadium, midway between the Bellin Health and Kwik Trip gates.

Volunteer CHECK-IN for a Game Event:

• Wear Volunteer black-and-whites • After passing through metal detector, collect

your things and proceed to NPO check-in table on the sidewalk

• All metal goes in basket, bags will be searched • Get in line to go through security • Make sure your name is highlighted on group’s

list and get hand stamped• Get your uniform from your assigned locker • Report directly to your assigned location • Help get stand ready for service

Alcohol Sign-Offs

Daily Alcohol Sign-Off: • Each day you will be responsible for

READING the alcohol policy and SIGNING the daily alcohol acknowledgement.

Training Sign-Off: • Each year you will go through alcohol

training. After each annual training you will asked to sign-off on the alcohol training and alcohol policies.

Seller/Server Guidelines:

ID Guidelines • Ask for positive ID – don’t guess • Ask for more proof if you have any doubts • Know where the alcohol is going

Cut-off Guidelines • Say “No,” offer an alternative to keep the line

moving. • Give clear reasons and don’t judge the guest.

Never say “You’re drunk.” • Call for backup if the guest makes trouble

Alcohol Shops:

Ethical Equations Alcohol Secret Shops:

A third-party independent company will come in to “Shop” associates in regard to the alcohol policy EVERY event.

They are looking to see if associates: • Check for ID if guest appears under 30 years old • Serve the correct amount per guest = two (2) • Do not sell or give refills

If you ask the person if they are 21, they will answer honestly.

Reminder; serving a minor, is grounds for termination.

Identification:

Acceptable forms of ID:• Valid Driver’s License • Valid Military ID with the date of birth

on it. • Valid Passport • Valid State Issued ID • Canadian Drivers License • Clipped/Voided ID’s are NOT accepted

Identification:

When Checking ID’s:• Ask the guest to remove the ID from clip

or wallet. • Thoroughly examine the ID. • Ask questions to quiz the guest about

the ID. • Ask for a second form of ID if necessary. • If in doubt, don’t sell.

We have a Facebook Page

• Did you know we have a Facebook group for our Non Profits? Want to stay up to date with the latest news and updates from Lambeau Field?

• Search GB NPO and ask to join today!

Game Day Information

Game Day Rules and Regulations:

• All cans must be opened and bottle caps removed. This is a NFL safety guideline – NO EXCEPTIONS!!

• Once you leave the building, you will not be allowed to re-enter.• For your safety, the Packers have stated earbuds and headphones

are not allowed to be used while in the stadium.

• Cease service when the National Anthem begins. Turn off the lights and step back from the register so guests know you are not serving during the anthem. Resume service once it has completed.

• Cell phones are not permitted in public view.

• No social media posting during event/service.

Minors and Age Requirements:

• You must be 18 years of age or older to serve and sell alcohol.

• Volunteers must be 14 years or older.

• Volunteers that are 14-17 years old, are allowed to help cook, clean, stock and be food runners.

Parking:

Green Bay Sportservice is unable to provide parking for our volunteers. You must find your own parking. Some houses nearby charge to park on their lawns, it is at your own discretion to pay to park there. Most groups utilize surrounding city streets to find parking. You will not be allowed to park in any of the lots without either a parking pass or paying to park there.

Point of Sale/ Registers

Register Training:

Register Training:

Location -Double check to make sure your POS screen has the correct location listed in the upper left hand corner of the screen. For example the screen above, states that you are in stand 100 - Grid Iron Grill (GG) - Stadium Snacks (Snack), followed by the terminal number (POS # 12).

Group Name –When you log in using your group specific login and password, your group will

show up on the upper right hand side of the screen. Where the name Mike is displayed, your group name should be displayed.

Scroll Buttons - You are able to look back at previous transactions using the Prev. Page and Next Page button. You are also able to scroll through items on your current 'cart' from the transaction by using the Prev. Item and Next Item buttons on your screen.

Register Training:

Green Checkmark -If you see the green check mark on the bottom right hand side of the screen, it means the system is online and updated. If you see a red X or what appears to be 2 screens layered on each other, you are offline. Please notify staff right away when you notice this.

Running Subtotal -When you ring in items you will get a running subtotal on the bottom right hand side of the screen.

Highlight Item -In the example above, the Coffee is highlighted, if you wanted to move to another item to clear the item you can either touch on the specific line or use the scroll buttons (Prev. Item or Next Item).

Time -Time should match with the current time. If this is off, the system may be offline.

Points of Sale: Quest

How to Log on: • Press “log on” • Enter your group number, the password will be the

same as your log in

Credit Card Refund:• Log on as manager• Press “refund”• Press items refunding• Press “Swipe CC”• You will be prompted to enter the amount • It will then prompt for the cc to be swiped • Refund receipt will print

Points of Sale: Quest

How to Open the Drawer • There should be no need to open the drawers as we are no longer

accepting cash

End of Night Sales Report • Start with pressing the “Q” button on the lower left corner• A red “Q” will appear in the lower left corner of the screen • Push the key two buttons to the right of the “Q” key• The terminal will generate a report that is displayed on your screen.• To print the report push the “Print” button on the touch screen

Lost Credit Cards:

LEADS: Give lost card to your Delaware North Sportservice supervisor

If supervisor is not immediately available

• Place in sealed envelope • Write name on the card on the envelope • Place in locked drawer or cabinet until you can give to supervisor

Volunteer Agreements

Please Click the Link Below to fill out your Volunteer Agreement

2021 NPO Training and Agreements

Thank you!