Team Member Handbook Twistee Treat USA Page 1 4/2013 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. Twistee Treat USA Page 2 4/2013 We remind them of a simpler time. What is meant by the Twistee Treatment? SMILES! ☺ That’s what it is all about. Everyone loves Twistee Treat. we serve only the freshest real ice cream. we perfected the ice cream experience! Our 25’ foot tall ice cream cone shaped building is recognizable and memorable. They remember how great ice cream is. Our real ice cream is only half the story. So spread the smiles around! When our guest sees the 25’ foot tall ice cream cone building. At Twistee Treat. Our Goal is to provide an ice cream experience as unique as our building. making every guest Smile every time you serve them our ice cream is a huge responsibility. Eating at Twistee Treat brings out the inner child. What we know is SMILING is Contagious. SMILES are FREE! At Twistee Treat. Twistee Treat USA Page 3 4/2013 . they SMILE. We want to see Smiles on every employee’s face and on every guest! We promote the phrase. OUR MISSION STATEMENT WE HANDOUT SMILES! The Twistee Treatment At Twistee Treat. Your smile affects everyone around you. we didn’t invent ice cream. Your personality makes you an enabler of smiles! You will have to work hard. Our guests’ experience is our only concern. and the community we reside in. We serve real ice cream made fresh daily. 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. and you’ll have fun with your peers and our guests. The 2 P’s Everyone at Twistee Treat is hired for two reasons: Personality and Performance. The time to order is limited. It is solely up to you to make a connection with every guest At Twistee Treat. enables our company’s growth. and guest focus. friendliness. in Fort Myers. Our service is what guarantees repeat business. friendly face who can answer any of our guests’ needs helps ensure a repeat visit. Our building helps define our business. Our Story Our story started in 1983. You are the guarantor of the guest experience. 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. Your opportunity to impact the guest experience is also limited. Can you see why smiling is so important at Twistee Treat? Twistee Treat USA Page 4 4/2013 . They are everything to us. Smiles are contagious as is our sales growth. A smiling. Connecting Twistee Treat with each guest. The guest walk-up window is only 3 feet wide. your window of opportunity to shine is limited. Smiles. and our product is second to none. Florida. be a friendly face who wants to help. 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. Report any concerns immediately to your supervisor if something or someone is preventing you from having a genuine smile. it is a cause for dismissal. and ensure it is accurate. REPEAT the order. How to prevent this course of action: 1. Smiles are contagious. outgoing. 3. help every guest through the menu. 2. 2. Ring up all orders. Remove all personal distractions when you clock in at Twistee Treat. You are in the business of serving ice cream. and make sure we get it right the first time. so spread them around! ☺ How important is a friendly. and that alone brings smiles to anyone’s face! Your attitude and smile complements the delivery! Twistee Treat USA Page 5 4/2013 . ☺ SMILE ☺ and welcome every guest. How will you welcome every guest to ensure the next visit? Three steps to ensure every guest becomes a fan: 1. 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. – “Welcome to Twistee Treat!” Do not be order taker. 4. GUIDED PRINCIPLES T. Twistee Treat USA Page 6 4/2013 . smile and have fun while getting your work done. Teamwork At Twistee Treat every individual is responsible for contributing to each other’s success.S. 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.P.I. 2. age. managers. team members’ meetings. selection. sexual orientation. color. creed. state or local laws. 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. directly affects your work standards as a successful team player. disability. promotions. It is the policy of Twistee Treat USA to select the best qualified person for each position within the organization. training. 1. The relationship you develop with your fellow team members. citizenship. 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. pay rates. on the job training. and team member suggestions. discipline and termination. marital or veteran status. religion. sex. national origin. 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. or any other status protected by federal. and above all our guests. Twistee Treat USA Page 7 4/2013 . The key to team work is communication in the form of job descriptions. memos. The policy applies to all employment practices and personnel actions including but not limited to recruitment. Team Work The key to a successful company is proper training and team work between management and team members. team work and a sense of urgency are all important ingredients to provide unparalleled service to our guests. Such action is in violation of our Guest Relations policy and will result termination. Team members must understand that the guest comes first. Team members must report any guest problem or complaints to management immediately. 4. written or verbal. 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. Twistee Treat USA will not tolerate rudeness to a guest. 3. Team members must exercise courtesy and professionalism in all forms of communication. Twistee Treat USA Page 8 4/2013 . Each team member must strive to make every guest experience as comfortable and positive as possible. a cheerful smile. Personality and Attitude Your personality is the quality characteristic that distinguishes you from everyone else. under any circumstances. Enthusiasm. Twistee Treat USA encourages you to elaborate on your own personal style. Expression of team member’s suggestions. Communication Open Door Communication. If you are still unsatisfied with that communication. problems or complaints is a fundamental principle of employee retention. and entered into the request book at least 10 days prior to the request date. Requests off must be in writing. Any concern regarding your schedule must be directed to your supervisor or manager. you are welcome to contact the Twistee Treat USA Corporate Office at 407-354-2200 ext. Schedules Schedules will be posted by Thursday opening to reflect the next week’s schedule. Please note. We encourage our team members to talk to their supervisors and managers about anything that might arise concerning their work without fear of reprisal. a change in availability may alter your employment status. Twistee Treat USA Page 9 4/2013 . 5. It is your responsibility to copy down your schedule and if need be replace your shift only with management approval. 232 and ask to speak with our President. Should you have any difficulty in communicating with your supervisor. feel free to contact the unit manager. 6. Corey Balzer. 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. you were hired to work a specific availability.It is Twistee Treat USA’s policy to provide open and accessible channels of communication between supervisors and team members. We will work very hard to ensure all requests are granted. • Illness with doctor notes • Authorized Leave (personal. Written documentation for the absence is required. Twistee Treat USA Page 10 4/2013 . We can never go without the required amount of team members. When you work in the Cone. you are responsible for covering your shift. All absences are classified as excused or unexcused. Excused absences must be approved in advance and may occur for any of the following reasons. Failing to show or call for a scheduled shift. military. for any reason. family) • Jury duty • Family emergency Good attendance and punctuality are conditions of employment with Twistee Treat USA. Here are examples. 7. medical. you have two responsibilities. Attendance If you are unable to attend work. Second. First. On time means you are ready to work 5 minutes before the start of your shift. every team member’s role is vital. both you and your replacement must sign the schedule change book to validate the agreement and a manager must approve the change. If you fail to show for your shift it has to be covered. is grounds for termination. on some occasions before a team member is to be terminated. All stages of disciplinary procedure are to be documented in the team member’s file. Verbally by the supervisor 2. Twistee Treat USA may terminate a team member without following progressive action as outlined above. As stated previously. It is our policy that all disciplinary action be consistent and fair. 8. vendor. Listed below are some examples of conduct that will result in disciplinary action including termination. Accordingly. In writing by the supervisor There are serious offenses that will result in immediate termination. serious offenses which may result in immediate termination include. manager. 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. the listed items are not taken as limiting Twistee Treat USA’s right to terminate employment in circumstances not listed below. but are not limited to: • Rudeness to a guest. please note that all Twistee Treat USA team members are “at will” employees and may be terminated at any time and for any reason. alcohol or comparable substance Twistee Treat USA Page 11 4/2013 . he/she may be warned: 1. However. However. 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. 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 Twistee Treat USA Page 12 4/2013 . • Harassment of another person based on sex or any other protected classification • Profanity • Intentional misrepresentation • Tardiness • Excessive over/ short (+/.00 on money handling) • Negative Attitude • Smoking • Eating in unauthorized areas • Improper shift change • Poor personal hygiene • Violation of No Solicitation.$2. 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. • Fighting. Twistee Treat USA reserves the right to require any applicant or team member to submit to substance abuse testing in accordance with applicable laws. Twistee Treat USA has a zero tolerance policy related to drugs and alcohol. etc. 10. to collect all Twistee Treat USA property (keys. Drug and Alcohol Policy It is against Twistee Treat USA’s policy for any team member to be under the influence of. We also want to learn from you and ask that you share with us any concerns or suggestions for improving Twistee Treat USA. to ensure that all necessary forms are completed.) and to provide team members with an opportunity to discuss their job related experiences. 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. training materials. or (c) on Twistee Treat’s property. Twistee Treat USA Page 13 4/2013 . Any team member in possession of narcotics or other legally controlled substances will be terminated. or in possession of any prohibited substances (a) on the way to work (b) at work. accident/incident related testing and random testing. including pre-employment testing. The list above shows some examples of infractions that may lead to disciplinary action up to and including termination. uniforms. This list should not be considered exhaustive nor meant to alter the at will relationship. 9. The purpose of these interviews is to review eligibility for future employment. and sexual orientation and military or veteran status. stroking someone’s hair. hostile. 11. color. Offensive comments. With respect to sexual harassment. 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. Examples of the types of conduct expressly prohibited by this policy include. or guests. but are not limited to. disability. the following: • Touching. jokes. vendors. and other sexually oriented statements. Twistee Treat USA strongly disapproves of and will not tolerate harassment of team members by managers. age. or offensive working condition. and all other verbal or physical conduct of a sexual or other offensive nature. verbal or non-verbal in nature. Twistee Treat USA Page 14 4/2013 . Harassment Violates Twistee Treat USA Policy Twistee Treat USA has adopted a policy of “zero-tolerance” with respect to unlawful team member harassment. co-workers. citizenship. Twistee Treat USA expressly prohibits any form of team member harassment based on race. such as rubbing or massaging someone’s neck or shoulders. requests for sexual favors. religion. supervisors. 1. national origin. • Such conduct has the purpose or effect of creating an intimidating. innuendoes. and marital status. Sexually harassing conduct can be physical. creed. or brushing against another’s body. Twistee Treat USA prohibits the following: Unwelcome sexual advances. calendars. • Repeated requests for dates. you should immediately let the person know that his/her actions are inappropriate. age. national origin. Notify the Management immediately. etc. Twistee Treat USA will not tolerate harassment of any nature and will investigate all reported incidents promptly and confidentially. Foul language • Leering. ancestry. disability. corrective action will be taken after consultation with Management. • Sexual Remarks or Questions. color. • Suggestive or sexually explicit posters. staring. marital status. Twistee Treat USA Page 15 4/2013 . or veteran status. stalking. fondling. photos. groping. depending on the circumstances. • Violating someone’s “personal space”. religion. • Sexually-suggestive touching. kissing. as well as harassment based on race. Complaints of retaliation should be reported in the same manner as a complaint of harassment. and he/she should stop immediately. 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. • Grabbing. Disciplinary action for this violation can range from verbal and written warnings up to and including termination. • The use of vulgar or obscene language. • Whistling • Lewd off color sexually oriented comments or jokes. If you are put in a situation where you feel you are being harassed. Regarding acts of harassment by guests and vendors. Twistee Treat USA is committed to providing a workplace free of sexual harassment. medical condition. citizenship. military or veteran status. team members are responsible for respecting the rights of their co-workers. disability. immediately report the incident to the Management who will promptly investigate the matter and take appropriate action. color. state or local laws. you should immediately inform the following individual in writing: Mr. If you do not believe management is adequately responding to your concern. Complaint Procedures: Each member of management is responsible for creating an atmosphere free of discrimination and harassment. Further. sex.com Twistee Treat USA Page 16 4/2013 . sexual or otherwise. national origin. Corey Balzer President Twistee Treat Corporate Offices 5555 S Kirkman Rd Suite 201 Orlando FL 32819 Cbalzer@twisteetreat. age. sexual orientation. religion. marital status. or any other status protected by federal. creed. If you experience any job related discrimination or harassment based on your race. . 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. Hair must be clean. and personal hygiene must be appropriate to the work situation. Personal Appearance and Uniforms Each team member’s dress. Jewelry should be removed prior to going on shift. ears. Beards. Team members are expected. Performance Evaluations Written performance evaluations will be given twice yearly in about six month intervals. Plain wedding bands are exempt. the Food and Drug Administration (FDA) prohibits food employees from wearing jewelry on their arms and hands while preparing food. grooming.S. combed and neatly trimmed or arranged at all times. at all times. Jewelry worn on the hands. Tattoos must not be offensive in any other visible areas. In the U. to present professional and business like images to our guests and to the public. Uniform guidelines must be strictly adhered to. 12. 13. No piercing or tattoos on face area. mustaches and side burns must be neatly trimmed. 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. and around the neck can be another potential source of food contamination. Twistee Treat USA Page 17 4/2013 . Twistee Treat USA Page 18 4/2013 . and maintained so the edges and surfaces are cleanable and not rough. filed. If you wish to see your file. • Unless wearing intact gloves in good repair. while preparing food. a food employee may not wear fingernail polish or artificial fingernails when working with exposed food.11 • Food employees shall keep their fingernails trimmed. Any team member that reports to work out of full uniform will not be permitted to work. Jewelry: Food Code Regulation 2-303. 14. food employees may not wear jewelry including medical information jewelry on their arms and hands. you may do so by scheduling an appointment with the Management. Personnel file Twistee Treat USA will maintain a confidential and permanent record of the team member’s performance. 15. Fingernails: Food Code Regulation 2-302.11 • Except for a plain ring such as a wedding band. 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. 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. Use of Phone Systems The use of Twistee Treat USA phone system is limited to business calls only. 18. products and services comply in all material respects with applicable laws and regulations governing safety and quality. It is our policy that all facilities. Parking nearest to the unit is reserved for the guests. Safety Twistee Treat USA strives to maintain a safe workplace for its team members. When answering the phone please use the authorized greeting: “Thank you for calling Twistee Treat. Twistee Treat USA Page 19 4/2013 . how may I help you?” Cell phones and texting are not allowed in the Cone. 16. Parking Please remember we are in the guest service business. Except in emergencies. It is the responsibility of all team members to report any problems concerning safety to a manager immediately. 17. This is __________. no matter how minor. 20. It is the policy of Twistee Treat USA that trained professionals handle all emergency situations. These MSDS contain everything related to the chemicals stored and used on site. Documentation of the incident is mandatory utilizing an incident report. the team member should call 911. get a manager and allow the manager to make a decision on calling emergency personnel. and chemicals and cleaning agents of which the MSDS sheets are on file. a manager must be notified at once. All Twistee Treat USA phones will have the capacity of dialing 911. It is Twistee Treat USA policy only to utilize chemicals from an approved vendor that we deem safe. Twistee Treat USA will also provide a properly stocked First Aid Kit for employee use. Management will take charge of all guest incidents. Never admit guilt or liability to a guest under any circumstances. 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. For minor injuries. If an accident or injury could result in a life threatening situation. 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. Twistee Treat USA Page 20 4/2013 . Should a team member or guest have an accident. Accident Procedures Accidents do happen. 19. and then notify management. mouth. Weapons Twistee Treat USA prohibits weapons of any type. Smoking Under no circumstances is smoking allowed on Twistee Treat USA’s property. all restaurant team members MUST wash their hands after coming in contact with anything that might contaminate food or drinks. For example after eating. Try to avoid touching your face. etc. All team members are expected to follow rigid health codes while at work. nose. Employees are not permitted to smoke in guests areas. while handling or serving food or drinks. parking lot. 22. or while in uniform. i. etc. 21. 23. firearms. Twistee Treat USA Page 21 4/2013 .e. Employees caught carrying weapons will be terminated. etc. These health codes are enforced to secure the well being of both guests and team members. on Twistee Treat USA property. Health Codes Proper sanitation and safety procedures are a must for all Twistee Treat USA team members. combing your hair. Alert your manager to any unsanitary conditions immediately. knives. By law. Your safety and the safety of your fellow team members is our first priority! 25. Twistee Treat will not tolerate any work “off the clock”. 24. • Never open the back door without permission. • Paychecks will only be issued to the team member. • Our workweek runs from Monday through Sunday. • Twistee Treat USA reserves the right to charge a lost check fee. Twistee Treat USA complies with all federal. Payday is the following Friday. • Removal of trash requires two to lift! • Never unlock back door. • If the team member cannot pick up their check. • Employees are only permitted to clock themselves in and out. • All Twistee Treat USA Team Members will be paid hourly. Twistee Treat USA Page 22 4/2013 . Set wet cones in place! • Wear skid resistant shoes. • Twistee Treat USA offers direct deposit. they may designate another to pick up their check with a written and signed note. • Twistee Treat USA will not cash any payroll check. • All Twistee Treat USA employees must be over the age of 15. utilize the ladder. state and local regulations. Never use a glass to scoop ice • Be cautious around wet floor areas. etc. 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. • Team members must clock in for every shift. stop payment fee. • Never climb on shelves. productive team member. your resume will be passed along to the hiring professional assigned to that specific job. creative. you must prove to Twistee Treat USA that you are a qualified candidate for the position. At Twistee Treat USA. Present your management with a resume and a letter of interest. To apply. If management feels you are qualified. we are in a growth mode. management opportunities will be posted on the bulletin board. 26. 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. The opportunity to advance is great! Twistee Treat USA Page 23 4/2013 . When available. Opportunities for Growth Twistee Treat USA is committed to providing opportunity and growth for team members. We plan to open more than ten units. Team members will only become eligible for promotion/transfers once they completed the introductory period and have demonstrated satisfactory performance within their given area.
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