Team Member Twistee Treat Handbook Updated 042013

Twistee Treat USA 4/2013

Team Member Handbook


Welcome to Twistee Treat USA!

This handbook is designed to help you fully understand our policies and procedures, and to ensure proper training. Please note that the policies stated in this handbook are guidelines only and are subject to change at the sole discretion of Twistee Treat USA, as are other policies, procedures, benefits and programs of the company. We will keep you updated on any changes in policy through postings on the team member bulletin board.

Feel free to ask any questions and voice your concerns. We are striving to be your Employer of Choice, and we look forward to a long and mutually beneficial relationship.

Please note:

This Team Member handbook is not a contract for employment, and does not create any contractual rights between Twistee Treat USA and its team members. Although we hope for a long relationship, either you or Twistee Treat USA may terminate this relationship at any time, and for any reason, with or without cause or notice. This is known as employment at will. No manager has the authority to enter into an agreement or make any promises or commitments contrary to this at will employment.


OUR MISSION STATEMENT

WE HANDOUT SMILES!

The Twistee Treatment

At Twistee Treat, we didn’t invent ice cream; we perfected the ice cream experience! Our 25’ foot tall ice cream cone shaped building is recognizable and memorable.

What is meant by the Twistee Treatment? SMILES! ☺ That’s what it is all about. We want to see Smiles on every employee’s face and on every guest!

We promote the phrase; SMILES are FREE!

At Twistee Treat, we serve only the freshest real ice cream. Everyone loves Twistee Treat. Our real ice cream is only half the story. At Twistee Treat, making every guest Smile every time you serve them our ice cream is a huge responsibility. What we know is SMILING is Contagious. Your smile affects everyone around you. So spread the smiles around!

When our guest sees the 25’ foot tall ice cream cone building, they SMILE. They remember how great ice cream is. We remind them of a simpler time. Eating at Twistee Treat brings out the inner child.

Our Goal is to provide an ice cream experience as unique as our building.


The 2 P’s Everyone at Twistee Treat is hired for two reasons: Personality and Performance. Your personality makes you an enabler of smiles! You will have to work hard, and you’ll have fun with your peers and our guests.

Our Story Our story started in 1983, in Fort Myers, Florida. An idea to serve real ice cream served in a larger than life sized ice cream cone was born! The Twistee Treat ice cream cone dots America’s landscape. We serve real ice cream made fresh daily.

Our building helps define our business, and our product is second to none. Our service is what guarantees repeat business. Smiles, friendliness, and guest focus.

Our guests’ experience is our only concern. They are everything to us. You are the guarantor of the guest experience. A smiling, friendly face who can answer any of our guests’ needs helps ensure a repeat visit.

Guest satisfaction is including every guest personally in the experience!

By including every guest in “The Cone Experience” you enable every guest to become a fan!

Your personalized service signature is why you were hired. Connecting Twistee Treat with each guest, and the community we reside in, enables our company’s growth.

Smiles are contagious as is our sales growth. It is solely up to you to make a connection with every guest

At Twistee Treat, your window of opportunity to shine is limited. The guest walk-up window is only 3 feet wide. The time to order is limited. Your opportunity to impact the guest experience is also limited.

Can you see why smiling is so important at Twistee Treat?


How will you welcome every guest to ensure the next visit?

Three steps to ensure every guest becomes a fan: ☺ 1. SMILE ☺ and welcome every guest. – “Welcome to Twistee Treat!” 2. Do not be order taker, be a friendly face who wants to help. 3. Ring up all orders, REPEAT the order, and ensure it is accurate. 4. Deliver the guests order accurately then sincerely thank every guest with a

SMILE! ☺

The Twistee Treatment is a commitment to welcome every guest with a smile, help every guest through the menu, and make sure we get it right the first time.

Smiles are contagious, so spread them around! ☺

How important is a friendly, outgoing, smiling employee at Twistee Treat?

It’s everything!

If at any time any employee is not being treated with a smile from their co-workers or any employee is not treating any guest with a genuine friendly attitude, it is a cause for dismissal.

How to prevent this course of action:

1. Report any concerns immediately to your supervisor if something or someone is preventing you from having a genuine smile.

2. Remove all personal distractions when you clock in at Twistee Treat. You are in the business of serving ice cream, and that alone brings smiles to anyone’s face! Your attitude and smile complements the delivery!


GUIDED PRINCIPLES

T.I.P.S.

Teamwork

At Twistee Treat every individual is responsible for contributing to each other’s success.

Integrity

Our most important asset is our Twistee Treat reputation; we must uphold and perform to the highest ethical standards.

People

Our employees and customers define our company and help maintain our outstanding reputation.

Sociable

At Twistee Treat the majority of your job is to be friendly, smile and have fun while getting your work done.


1. Equal Opportunity Employer

It is the policy of Twistee Treat USA to provide equal opportunity in employment for all qualified persons and to prohibit discrimination in employment because of race, creed, color, sex, age, national origin, religion, disability, sexual orientation, citizenship, marital or veteran status, or any other status protected by federal, state or local laws.

It is the policy of Twistee Treat USA to select the best qualified person for each position within the organization. It is the intent and resolve of Twistee Treat USA to comply with the requirements and spirit of all laws and the implementation of all facets of equal opportunity. The policy applies to all employment practices and personnel actions including but not limited to recruitment, selection, training, promotions, pay rates, discipline and termination. Federal and State law requires Twistee Treat USA to verify each new team members identity and legal right to work in the United States as a condition of employment.

2. Team Work

The key to a successful company is proper training and team work between management and team members. The key to team work is communication in the form of job descriptions, team members’ meetings, on the job training, memos, and team member suggestions.

The relationship you develop with your fellow team members, managers, and above all our guests, directly affects your work standards as a successful team player.


3. Personality and Attitude

Your personality is the quality characteristic that distinguishes you from everyone else. Twistee Treat USA encourages you to elaborate on your own personal style. Enthusiasm, a cheerful smile, team work and a sense of urgency are all important ingredients to provide unparalleled service to our guests.

4. Guests Relations

It is the policy of Twistee Treat USA to be guest and service oriented and to require team members to treat all guests in a courteous and respectful manner at all times.

Team members must understand that the guest comes first. Each team member must strive to make every guest experience as comfortable and positive as possible.

Team members must exercise courtesy and professionalism in all forms of communication, written or verbal. Team members must report any guest problem or complaints to management immediately.

Twistee Treat USA will not tolerate rudeness to a guest, under any circumstances. Such action is in violation of our Guest Relations policy and will result termination.


5. Communication

Open Door Communication- It is Twistee Treat USA’s policy to provide open and accessible channels of communication between supervisors and team members. Expression of team member’s suggestions, problems or complaints is a fundamental principle of employee retention. We encourage our team members to talk to their supervisors and managers about anything that might arise concerning their work without fear of reprisal.

Should you have any difficulty in communicating with your supervisor, feel free to contact the unit manager. If you are still unsatisfied with that communication, you are welcome to contact the Twistee Treat USA Corporate Office at 407-354-2200 ext. 232 and ask to speak with our President, Corey Balzer.

6. Schedules

Schedules will be posted by Thursday opening to reflect the next week’s schedule. It is your responsibility to copy down your schedule and if need be replace your shift only with management approval. Any concern regarding your schedule must be directed to your supervisor or manager.

Please note; you were hired to work a specific availability; a change in availability may alter your employment status.

Requests off must be in writing, and entered into the request book at least 10 days prior to the request date. We will work very hard to ensure all requests are granted, but Twistee Treat USA’s policy is to provide excellence in guest service and from time to time personal schedules may have to be altered.


7. Attendance

If you are unable to attend work, for any reason, you have two responsibilities. First, you are responsible for covering your shift. Second, both you and your replacement must sign the schedule change book to validate the agreement and a manager must approve the change.

All absences are classified as excused or unexcused. Excused absences must be approved in advance and may occur for any of the following reasons. Written documentation for the absence is required. Here are examples;

• Illness with doctor notes • Authorized Leave (personal, military, medical, family) • Jury duty • Family emergency

Good attendance and punctuality are conditions of employment with Twistee Treat USA. On time means you are ready to work 5 minutes before the start of your shift.

When you work in the Cone, every team member’s role is vital. If you fail to show for your shift it has to be covered. We can never go without the required amount of team members.

Failing to show or call for a scheduled shift, is grounds for termination.


8. Disciplinary Procedures

Twistee Treat USA policies and procedures in the area of discipline are very clearly defined to protect both the team member and Twistee Treat USA. It is our policy that all disciplinary action be consistent and fair. All stages of disciplinary procedure are to be documented in the team member’s file. Accordingly, please note that all Twistee Treat USA team members are “at will” employees and may be terminated at any time and for any reason.

However, on some occasions before a team member is to be terminated, he/she may be warned:

1. Verbally by the supervisor 2. In writing by the supervisor

There are serious offenses that will result in immediate termination. As stated previously, Twistee Treat USA may terminate a team member without following progressive action as outlined above.

Listed below are some examples of conduct that will result in disciplinary action including termination. However, the listed items are not taken as limiting Twistee Treat USA’s right to terminate employment in circumstances not listed below; serious offenses which may result in immediate termination include, but are not limited to:

• Rudeness to a guest, vendor, manager, or team member • Dishonesty or theft • Failure to ring all sales accurately • Improper or unauthorized discounting • Falsification of records • Destruction of company or another team member’s property • Use/Possession of drugs, alcohol or comparable substance


• Fighting, assault or battery on a guest, supervisor or other team member

• Forgery • Insubordination • Possession of a firearm on premise • Willful damage to store or any of its contents. • Harassment of another person based on sex or any other protected

classification • Profanity • Intentional misrepresentation • Tardiness • Excessive over/ short (+/- $2.00 on money handling) • Negative Attitude • Smoking • Eating in unauthorized areas • Improper shift change • Poor personal hygiene • Violation of No Solicitation, No Distribution Policy • Violation of safety rules • Sleeping on premise • Gambling • Failure to report injury • Walking off shift or leaving assigned work area • Poor work performance in quantity or quality • Failure to follow instructions • Excessive Absences • Any other offense that management determines in its sole discretion

warrants discipline or termination


The list above shows some examples of infractions that may lead to disciplinary action up to and including termination. This list should not be considered exhaustive nor meant to alter the at will relationship.

9. Drug and Alcohol Policy

It is against Twistee Treat USA’s policy for any team member to be under the influence of, or in possession of any prohibited substances (a) on the way to work (b) at work, or (c) on Twistee Treat’s property. Twistee Treat USA has a zero tolerance policy related to drugs and alcohol. Any team member in possession of narcotics or other legally controlled substances will be terminated.

Twistee Treat USA reserves the right to require any applicant or team member to submit to substance abuse testing in accordance with applicable laws, including pre-employment testing, accident/incident related testing and random testing.

10. Exit Interview Policy

Exit interviews with your supervisor or manager are typically scheduled for outgoing team members after notice of separation has been given to management. The purpose of these interviews is to review eligibility for future employment, to ensure that all necessary forms are completed, to collect all Twistee Treat USA property (keys, training materials, uniforms, etc.) and to provide team members with an opportunity to discuss their job related experiences. We also want to learn from you and ask that you share with us any concerns or suggestions for improving Twistee Treat USA.


11. Harassment Violates Twistee Treat USA Policy

Twistee Treat USA has adopted a policy of “zero-tolerance” with respect to unlawful team member harassment. Twistee Treat USA expressly prohibits any form of team member harassment based on race, color, creed, age, national origin, religion, disability, citizenship, and marital status, and sexual orientation and military or veteran status. Twistee Treat USA strongly disapproves of and will not tolerate harassment of team members by managers, supervisors, co-workers, vendors, or guests.

With respect to sexual harassment; Twistee Treat USA prohibits the following:

Unwelcome sexual advances, requests for sexual favors; and all other verbal or physical conduct of a sexual or other offensive nature, especially where:

• Submission to such conduct is made either explicitly or implicitly a term or condition of employment

• Submission to or rejection of such conduct is used as the basis for decisions affecting an individual’s employment.

• Such conduct has the purpose or effect of creating an intimidating, hostile, or offensive working condition.

1. Offensive comments, jokes, innuendoes, and other sexually oriented statements. Sexually harassing conduct can be physical, verbal or non-verbal in nature. Examples of the types of conduct expressly prohibited by this policy include, but are not limited to, the following: • Touching, such as rubbing or massaging someone’s neck or

shoulders, stroking someone’s hair, or brushing against another’s body.


• Sexually-suggestive touching. • Grabbing, groping, kissing, fondling. • Violating someone’s “personal space”. • Whistling • Lewd off color sexually oriented comments or jokes. Foul

language • Leering, staring, stalking. • Suggestive or sexually explicit posters, calendars, photos, etc. • Sexual Remarks or Questions. • Repeated requests for dates. • The use of vulgar or obscene language.

Twistee Treat USA is committed to providing a workplace free of sexual harassment, as well as harassment based on race, color, religion, national origin, ancestry, age, medical condition, marital status, disability, or veteran status.

If you are put in a situation where you feel you are being harassed, you should immediately let the person know that his/her actions are inappropriate, and he/she should stop immediately. Notify the Management immediately.

Twistee Treat USA will not tolerate harassment of any nature and will investigate all reported incidents promptly and confidentially. Disciplinary action for this violation can range from verbal and written warnings up to and including termination, depending on the circumstances. Regarding acts of harassment by guests and vendors, corrective action will be taken after consultation with Management. Twistee Treat USA prohibits any form of

retaliation against any team member acting in good faith under this policy in making any complaint or participating in any investigation. Complaints of retaliation should be reported in the same manner as a complaint of harassment.


Complaint Procedures:

Each member of management is responsible for creating an atmosphere free of discrimination and harassment, sexual or otherwise. Further, team members are responsible for respecting the rights of their co-workers.

If you experience any job related discrimination or harassment based on your race, creed, color, sex, age, national origin, religion, disability, citizenship, marital status, sexual orientation, military or veteran status, or any other status protected by federal, state or local laws, immediately report the incident to the Management who will promptly investigate the matter and take appropriate action. If you do not believe management is adequately responding to your concern, you should immediately inform the following individual in writing:

Mr. Corey Balzer

President

Twistee Treat Corporate Offices

5555 S Kirkman Rd Suite 201

Orlando FL 32819

[email protected]

mailto:[email protected]

mailto:[email protected]


12. Performance Evaluations

Written performance evaluations will be given twice yearly in about six month intervals.

The evaluations are for the purpose of providing the team members with an honest assessment of how performance is perceived by his or her supervisors. It is Twistee Treat USA’s objective to create and maintain a work environment in which team members can openly discuss and develop their performance.

13. Personal Appearance and Uniforms

Each team member’s dress, grooming, and personal hygiene must be appropriate to the work situation. Team members are expected, at all times, to present professional and business like images to our guests and to the public.

Uniform guidelines must be strictly adhered to. Hair must be clean, combed and neatly trimmed or arranged at all times, Beards, mustaches and side burns must be neatly trimmed. No piercing or tattoos on face area. Tattoos must not be offensive in any other visible areas.

Jewelry should be removed prior to going on shift. Jewelry worn on the hands, ears, and around the neck can be another potential source of food contamination. In the U.S., the Food and Drug Administration (FDA) prohibits food employees from wearing jewelry on their arms and hands while preparing food. Plain wedding bands are exempt.


Fingernails: Food Code Regulation 2-302.11

• Food employees shall keep their fingernails trimmed, filed, and maintained so the edges and surfaces are cleanable and not rough.

• Unless wearing intact gloves in good repair, a food employee may not wear fingernail polish or artificial fingernails when working with exposed food.

Jewelry: Food Code Regulation 2-303.11

• Except for a plain ring such as a wedding band, while preparing food, food employees may not wear jewelry including medical information jewelry on their arms and hands.

Any team member that reports to work out of full uniform will not be permitted to work.

14. Personnel file

Twistee Treat USA will maintain a confidential and permanent record of the team member’s performance. If you wish to see your file, you may do so by scheduling an appointment with the Management.

15. Solicitation

It is Twistee Treat USA’s policy to prohibit solicitation by non Twistee Treat USA team members or team members during work time on our premises.


16. Use of Phone Systems

The use of Twistee Treat USA phone system is limited to business calls only.

Except in emergencies, team members will not be permitted to make or receive personal telephone calls while working and are advised to instruct family members and friends of this policy.

When answering the phone please use the authorized greeting: “Thank you for calling Twistee Treat. This is __________, how may I help you?”

Cell phones and texting are not allowed in the Cone.

17. Parking

Please remember we are in the guest service business. Parking nearest to the unit is reserved for the guests.

18. Safety

Twistee Treat USA strives to maintain a safe workplace for its team members. It is our policy that all facilities, products and services comply in all material respects with applicable laws and regulations governing safety and quality.

It is the responsibility of all team members to report any problems concerning safety to a manager immediately.


19. Accident Procedures

Accidents do happen. Should a team member or guest have an accident, no matter how minor, a manager must be notified at once. Documentation of the incident is mandatory utilizing an incident report. Never admit guilt or liability to a guest under any circumstances. Management will take charge of all guest incidents.

It is the policy of Twistee Treat USA that trained professionals handle all emergency situations. All Twistee Treat USA phones will have the capacity of dialing 911. If an accident or injury could result in a life threatening situation, the team member should call 911, and then notify management. For minor injuries, get a manager and allow the manager to make a decision on calling emergency personnel.

Twistee Treat USA will also provide a properly stocked First Aid Kit for employee use. Team members are not permitted to treat or administer first Aid to other team members and not permitted to administer first aid to any guests.

20. Chemical Safety Training

Twistee Treat USA will provide a complete set of Material Safety Data Sheets in a blue binder located near the back of the Cone. These MSDS contain everything related to the chemicals stored and used on site. It is Twistee Treat USA policy only to utilize chemicals from an approved vendor that we deem safe, and chemicals and cleaning agents of which the MSDS sheets are on file.


21. Health Codes

Proper sanitation and safety procedures are a must for all Twistee Treat USA team members. All team members are expected to follow rigid health codes while at work. These health codes are enforced to secure the well being of both guests and team members. Alert your manager to any unsanitary conditions immediately.

By law, all restaurant team members MUST wash their hands after coming in contact with anything that might contaminate food or drinks. For example after eating, combing your hair, etc. Try to avoid touching your face, nose, mouth, etc. while handling or serving food or drinks.

22. Smoking

Under no circumstances is smoking allowed on Twistee Treat USA’s property. Employees are not permitted to smoke in guests areas, parking lot, or while in uniform.

23. Weapons

Twistee Treat USA prohibits weapons of any type, i.e. knives, firearms, etc. on Twistee Treat USA property. Employees caught carrying weapons will be terminated.


24. Safety Tips • A clean workplace is a safe workplace • Sharp instruments should be used with extreme care • Do not use equipment without proper training • Broken glass to be placed in the broken glass container • Always utilize a plastic ice scoop. Never use a glass to scoop ice • Be cautious around wet floor areas. Set wet cones in place! • Wear skid resistant shoes. • Never open the back door without permission. • Never climb on shelves, utilize the ladder. • Removal of trash requires two to lift! • Never unlock back door.

Your safety and the safety of your fellow team members is our first priority!

25. Twistee Treat USA complies with all federal, state and local regulations.

• All Twistee Treat USA employees must be over the age of 15. • All Twistee Treat USA Team Members will be paid hourly. • Our workweek runs from Monday through Sunday. Payday is the

following Friday. • Paychecks will only be issued to the team member. • If the team member cannot pick up their check, they may designate

another to pick up their check with a written and signed note. • Twistee Treat USA reserves the right to charge a lost check fee, stop

payment fee, etc. • Twistee Treat USA will not cash any payroll check. • Employees are only permitted to clock themselves in and out. • Twistee Treat USA offers direct deposit. • Team members must clock in for every shift. Twistee Treat will not

tolerate any work “off the clock”.


26. Opportunities for Growth

Twistee Treat USA is committed to providing opportunity and growth for team members. Team members will only become eligible for promotion/transfers once they completed the introductory period and have demonstrated satisfactory performance within their given area.

Twistee Treat USA looks for team members who show ambition and who focus on results as potential management candidates. The best candidate for a management position is the knowledgeable, creative, productive team member.

When available, management opportunities will be posted on the bulletin board. To apply, you must prove to Twistee Treat USA that you are a qualified candidate for the position. Present your management with a resume and a letter of interest. If management feels you are qualified, your resume will be passed along to the hiring professional assigned to that specific job.

At Twistee Treat USA, we are in a growth mode. We plan to open more than ten units. The opportunity to advance is great!

Team Member Twistee Treat Handbook Updated 042013

Documents

Transcript of Team Member Twistee Treat Handbook Updated 042013