General Knowledge Manual

Property of Landry’s, Inc. All Rights Reserved.

Food and Beverage Descriptions Bubba Gump Shrimp Co. The Bubba Gump Shrimp Co. Restaurant and Market is a seafood restaurant chain

inspired by the 1994 film Forrest Gump. Gump on the Run This quick service restaurant gives our Pleasure Pier guests the ability to enjoy our

delicious Bubba Gump Shrimp Company food and fun on the run. Carousel Court Sweets Come enjoy our delicious selection of funnel cakes and ice cream. Mix and match

flavors.

Big Top Bites Enjoy a variety of your favorites at Big Top Bites. Our guest have there choice of cheeseburgers, french fries, chicken strips, cold drinks and much more.

Slices and More It is time to re-energize yourself before heading back to those exhilarating rides,

so grab a bite or a slice at Pizza and More. Brew Station BBQ Enjoy the Pier with a cold beer or Margarita while eating some delicious barbeque

favorites, including the notorious turkey leg.

Retail Descriptions

Gifts at Pleasure Pier Located directly across from the Pleasure Pier, will offer traditional branded apparel

and souvenirs as well as themed ride apparel, beach products, assorted shells and sea life products.

Bubba Gump Market Will offer traditional Bubba Gump merchandise including glassware, caps and fun

souvenirs created specifically for the Galveston Island location. Pelican’s Bag Will provide themed ride apparel, Pleasure Pier merchandise and assorted beach

items. Lolli & Pop’s Candy Shoppe Will feature sweet products ranging from gummy items to nostalgic candy including

Wax Coke Bottles to Bit o' Honey. The store will also feature a Coke Freestyle machine offering 120 different beverage flavor options.

Retail Kiosks Will offer plenty of the needed sundries, as well as Pleasure Pier souvenirs.

Ride Descriptions

Gulf Glider The Gulf Glider is a Classic Swing Carousel that elevates and rotates.

Height Requirement – 44” or 38” to 44” accompanied by an adult. Double Decker Carousel Ride horses, sea creatures and chariots on this two leveled carousel! Lap children

are permitted on the ride as long as they are seated on one of the benches on the ride.

Height Requirement – 42” or under 42” must be accompanied by an adult.

Pier Pile Up Smack into the competition on our bumper cars. It’s a smashing good time for the whole family. Height Requirement – 50” or 42” to 50” must be accompanied by an adult. (Driver must be at least 50”.)

Pier Pile Up Jr. A smaller version of bumper cars for the little ones. It’s a smashing good time for

the whole family. Height Requirement – 38” to 50” Frog Hopper The Frog Hopper is a vertical ascent and bounced descent. Height Requirement – 36” Big Wheelin’ The Big Wheelin’ lets kids ride around in 4X4 Trucks. Height Requirement – 42” or under 42” must be accompanied by an adult. Texas Tea Texas Tea gives little park visitors a chance to experience a spinning teacup ride on

a smaller scale. Height Requirement – 36” or under 36” must be accompanied by an adult. Rockin’ Roll Rockin’ Roll takes Riders forward and backward in a circular motion while listening

to music in a cool car. Height Requirement – 48” or 42” to 48” must be accompanied by an adult. Cyclone The 60 foot Cyclone gives our thrill seekers an exhilarating looping coaster ride over

the edge of the Pier. Height Requirement – 48” Revolution Revolution takes riders on an intense ride that soars 60 feet in the air while rotating. Height Requirement – 48” Sea Dragon Take a voyage swinging back and forth about 50 feet in the air! Height Requirement – 48” Sky Shooter Truly feel liking you are flying while you elevate, rotate, spin, and push a button to

fly high. Height Requirement – 42” Pirates Plunge You’re bound to get soaked on Pirate’s Plunge – a fun family flume ride. Height Requirement – 42” or under 42” must be accompanied by an adult. Iron Shark This 100 foot monster the Iron shark takes riders on a 1 minute thrill through a

vertical lift, diving loops, and airtime hops while reaching speeds up to 52 mph. Height Requirement – 48” Star Flyer Grab a friend and sit two across in an open air swing as you climb to the top of the

Texas Star Flyer tower while spinning round and round. At full swing, you’ll soar in a 98 foot circle at speeds of 40 mph at 200+ feet above the ocean.

Height Requirement – 48” or 44” to 48” must be accompanied by an adult. Galaxy Wheel Bring out the family to grab one of the best views of Galveston Island and Pleasure

Pier on our 100 feet tall Giant Ferris wheel with LED light show. Height Requirement – 42” under 42” must be accompanied by an adult. (No single riders.)

Galveston Island Historic Pleasure Pier Historical Timeline

The Galveston Island Historic Pleasure Pier has gone through many transformations throughout the years. 1906 – Electric Park Located at 23rd and Seawall Boulevard, just two blocks from where you stand, this electric amusement park lit up the Galveston sky with thousands of incandescent bulbs. Tourists flocked to Electric Park to experience attractions including a roller coaster, carousel, theater, as well as the park’s prized possession, The Aerial Swing. In the early 1900’s Galveston promoted itself as the “The Coney Island of the South.” 1940 – Galveston Pleasure Pier The pier was originally built as a recreational facility for the United States military during World War II. In the late 1940s, Galveston’s Pleasure Pier became king as the largest of its kind in the country. America’s top dance bands routinely filled the mammoth Marine ballroom, while outside, in an open-air stadium, patrons watched movies under a star-lit sky. Fishing facilities, a full carnival midway and an aquarium exceeded expectations. Galveston’s Pleasure Pier served as an iconic family destination through the ensuing decades, exponentially stimulating the island’s tourism, commerce and pride. 1961 – Hurricane Carla The Galveston Pleasure Pier operated as a tourist destination until 1961 when Hurricane Carla severely damaged the property. The hurricane struck the Texas coast as a Category 4 hurricane, becoming one of the most powerful storms to ever strike the U.S. 1965 – Flagship Hotel Four years after Hurricane Carla, the Flagship Hotel opened on the once devastated Pleasure Pier and became a catalyst for tourism. The Flagship quickly became an icon, offering a one of a kind hotel over the Gulf, staying open for over 40 years. 2008 – Hurricane Ike On September 13th, 2008, after passing over Turks and Caicos Islands and then Cuba, Hurricane Ike made its final landfall near Galveston as a strong Category 2 hurricane. The Flagship Hotel was shut down after enduring severe damage from Hurricane Ike. 2009 – Plans for the Pier Landry’s, Inc. informed the city planning commission in Galveston that plans were to build an amusement park on the pier. 2011 – Renovation In early 2011, renovations began on the new Galveston Island Historic Pleasure Pier. 2012 – The Big Reveal In January 2012, Landry’s, Inc. revealed a monumental renovation plan for Galveston Island, transforming the Pleasure Pier into a world-class amusement park for all ages. Landry’s vision recaptured the site’s original purpose as a pleasure pier, a preeminent destination venue for family fun. 2012 – Galveston Island Historic Pleasure Pier Opens The Pleasure Pier opened in May of 2012 to crowds of excited Galvestonians and tourists alike. This multi-million dollar family destination brings the glory of Galveston's famous history into the present with fun for young and old. Focused on waterfront fun and entertainment like no other Gulf Coast destination, the Pleasure Pier features family-oriented attractions including 16 rides, midway games, retail shops and a wide selection of food venues, including Texas’ first Bubba Gump Shrimp Co.

Your Role as a Pleasure Pier Crewmember

Execute the Basics Flawlessly...But, how do you do that? 1. Delivering 110% Guest First Service includes keeping yourself current on product knowledge, learning how to interact with your Guests, communicating with your team, and helping one another assist Guests. You are an ambassador of Pleasure Pier and often are the first and last impression our Guests will have of Pleasure Pier. 2. Communicating and Interacting with your Guests, your Managers and your fellow Crewmembers. Saying hello and being courteous. Smiling! We want you to live and breathe the culture of our company and proud to be part of the exciting family adventure Pleasure Pier provides our Guests. 3. Upholding the Integrity of your location’s cleanliness and appearance – this includes restrooms, Crew rooms, floors, service areas, and all other common areas. If someone took a photo of your location and put it on the front page of a magazine – ask yourself, would you be proud of what you would see? 4. Maintaining Your Personal Appearance which includes your work apparel and grooming. No matter where at Pleasure Pier you work or what your role is, wearing the proper attire for your work area and following proper grooming standards, fosters a safe and productive environment for yourself, your fellow Crewmembers, and our Guests. The expectation is that your attire is always clean, neat, and wrinkle free. 5. Following Safe Work Practices which include following the security information and safety rules listed on your Landry’s Inc. Employee Handbook. In Amusements areas, following safe work practices includes following all operator safety procedures, not operating equipment or machinery you are not trained or authorized to use, and staying out of and keeping away from any areas around any rides.

Maintaining Standards

Standards serve as models in every aspect of our lives. They are the measure of quality and value by which we judge others and ourselves. Without them, our society could not function in an orderly fashion. At Pleasure Pier, our standards are a reflection of our philosophy and form the basis for our reputation of excellence and unsurpassed Guest First service. They are the ideals by which we measure ourselves and by which Guests judge us. They form the common base from which we must all work to provide consistent superior Guest First Service. Benefits of following and using Pleasure Pier standards include: Excellence: Excellence in product and service. Consistency: Consistency in the high level of product delivered and service provided. Measurement: A standard level by which we can evaluate our effectiveness. Measurements are

established through food, beverage, and service audits, performance appraisals, and frequent communication with your Management Team.

Continuous Improvement: Continuous improvement is achieved by setting performance goals, discussions with your Management Team, and on-the-job training. Once those goals are met, we set new goals.

Organization and Time Management

Looking at your job duties individually makes them seem like very simple tasks. The trick is to execute them all completely and effectively according to company standards. If you manage your time wisely you’ll not only do this, but you will have time to do the extra things that will make you a star! Here are some helpful hints to get you there... Prioritize Figure out what is most important and do things in that order. Your Managers will help you rank your tasks in order of importance. Always complete your duties with a sense of urgency. (This means do it right, as fast as you can, but

without taking shortcuts.) Consolidate Look around you when you are working and see what can be done close by. Treat your entire section as one. Make the best use of your time; multitask. Use the buddy system. To consolidate is to work smarter, not harder! Clean Keep things clean so there is a smaller mess to clean up later. Clean as you go. It will save you a lot of time at the end of a long shift! Practice Teamwork People who work together get the job done easier, better, and much quicker. Everything you do has an impact on either the Guest or the Crew. Don’t forget that! If you are not busy, help others without being asked. You also need to ask for help when you need it. Treat each other and our Guests with respect and kindness. “Please” and “Thank You” will go a long way! No one is excluded from this team. It is one team consisting of Crewmembers and Managers. Our goal is 110% Guest satisfaction! Always be positive when a Guest has a complaint. Take action immediately and DO NOT GIVE EXCUSES! Do not allow a small problem to become a big one. Follow the 4 A’s (discussed later in this packet) and get a Manager immediately.

The Guest is the Reason for our Existence

Meeting Guest needs is the key to Pleasure Pier’s continued success. By using our skills and knowledge, we can make the most of every opportunity to meet and exceed Guest expectations. To do so, we must both communicate and resolve challenging situations effectively. The benefits of meeting Guest needs include: Guest loyalty. Guests will come back to Pleasure Pier over and over again because of their fantastic dining

and shopping experience. Respect from your team. By meeting and exceeding Guest expectations, you show you have what it takes

to be a valuable member of the team. Pride in your work. When you perform to the best of your abilities, you can have pride in your work and in a

job well done. Job Satisfaction. There are many factors which contribute to your job satisfaction. They include taking pride

in your work, getting respect from your team, and having satisfied Guests return time and time again because of the high level of service you provide.

The Guest… .....is the most important person in your location. .....is not dependent on us, we are dependent on them. .....is not an interruption of our work, they are the reason we have it.

.....does us a favor when they dine at our restaurant or shop in our retail outlet, we are not doing them a favor.

.....is not an outsider to our work, they are the object of it. .....is not a cold statistic, they are flesh and blood with feelings just like ours. .....knows what they want! Listen and understand. .....brings us their needs. It is our job to fill the needs. .....is deserving of the most courteous and attentive treatment we can give. .....is the lifeblood of this and every Guest service operation.

.....is not someone to argue or match wits with. Nobody ever won an argument with a Guest, even though they thought they did.

Pleasure Pier Mantra The 10 Foot Rule

At Pleasure Pier, we expect a high standard of service. The people who visit our establishment are not just customers—they are Guests. When you invite a Guest into your home you go out of your way to make them feel welcome. We strive to do the same for our invited Guests at Pleasure Pier. There are several ways you are expected to create a welcoming atmosphere for Guests, including: Smiling! Acknowledging Guests immediately as they arrive at your front door, enter your retail outlet, are sat at your

table or bar top, approach your concession stand, or arrive at your ride or game. Greeting Guests as you come in contact with them throughout the pier. Initiating conversation. Maintaining eye contact. Always focusing on what your Guests need and addressing that need. Thanking your Guests for visiting, and inviting them to return. Practicing the Pleasure Pier Mantra - The Ten Foot Rule.

If a Guest is Within Ten Feet of You...

Look at Them Smile at Them

Say Hello to Them Thank Them!

The 10 Foot Rule standard is not limited to your first contact with the Guest – just saying hello is not enough. A friendly and helpful attitude must be projected throughout the entire Guest experience, right up until you say goodbye, thank them for visiting, and invite them to return.

110% Guest First Attitude Guests come to Pleasure Pier for our amazing food and fun ambiance, but there is another magic ingredient Guests at Pleasure Pier have come to expect and guarantees a return visit... Our 110% Guest First Service!

G ENERATE and live the ideals of Landry’s Culture; be “Set up for Success.”

U NDERSTAND the Guest is the reason for our existence. Service, Quality, and Profitability are all

EQUALLY important.

E NCOURAGE the "Fix It Now" environment when mistakes are made and commit to doing it right the

first time (DRIFT).

S ANITIZE your environment; remember cleanliness and maintenance are Guest service tools.

T REAT each "moment of truth" (all critical points of contact, both inside and outside the operation), as

though it were the first impression of every Guest.

F OLLOW the “10 Foot Rule: Look at me; Smile at me; Say Hello to me; Thank me,” at all times.

I MPLEMENT “LOOK at every plate…TOUCH every table!”

R ADIATE a positive attitude and promote conviviality (festive eating and drinking in a friendly

atmosphere).

S HARE your ideas and solutions through GSAT; “Assume an Ownership Role.”

T HERE are no spare customers!" Tilman J. Fertitta, Chairman of the Board, President, and CEO.

WILD SERVICE

Being WILD is an ATTITUDE!

At the Pleasure Pier, we are world famous for our amazing food, amusements, and ambiance. But there is another magic ingredient, once Guests at the Pleasure Pier have come to expect and guarantees a return visit...

our WILD Service! What is WILD?

WELCOMING We extend our hospitality to Guests every time we interact with them.

• Initiate interaction. • Use a friendly voice. • Make your Guests feel we are looking forward to their visit. • Thank your Guests and invite them to return.

INDIVIDUALIZED Every Guest wants to believe they are special and they are! We do everything we can to ensure every Guest is completely satisfied. We anticipate their needs and ask qualifying questions to help identify these needs.

• Create an experience to suit each party’s WILD expectations! • Use open ended questions to tailor a Guest’s experience. • Kids are people too! Make sure you take care of their individual needs.

LEGENDARY The Pleasure Pier is a memorable environment. We want our Guests to experience memorable service as well; the kind legends are made of. Our service is executed with flair, good spirits, and the highest of standards.

• Give perfect technical service, from start to finish, every time. • Let your personality shine! • Deliver world class meals that create repeat Guests.

DYNAMIC Because of our dynamic atmosphere, Guests expect more from their interaction with us than they do from our competitors. We are lively and full of enthusiasm because a visit to the Pleasure Pier is an uplifting and energizing experience.

• Don’t be mechanical with your service; be hospitable and enthusiastic. • Match your energy level with your surroundings. • Pick up on Guests’ cues, listen to their viewpoints, and respond to them. • Be a good host and guide their experience with good cheer, pleasant words and smiles.

Pleasure Pier Lingo At Pleasure Pier, we work hard to create an atmosphere that is as professional as it is exciting. One of the first steps Crewmembers take in developing this professional atmosphere is by adopting what we commonly use. Pleasure Pier Lingo is a way for our Crewmembers to express their personalities in a professional manner. By modifying the verbiage we use with our Guests, Crewmembers are able to engage in polite and professional conversations, while also providing outstanding service. Here are some examples of substituting everyday terms / phrases with excellent examples of Pleasure Pier Lingo.

Instead of Saying… Say… Hello or Hi Good afternoon, Good evening, Welcome

Customer Guest

Employee Crewmember

Fine or OK Wonderful / Excellent, thank you (As a response to: “Hi, how are you?”)

No Begin your response by saying, “Unfortunately…”

Thanks or Thanks a lot Thank you very much

No problem My pleasure

You guys

Ladies and/or Gentlemen, Folks (When addressing a group)

Sir or Ma’am (When addressing an individual)

I don’t know I do apologize, I will need to speak with our Manager

You’re welcome Certainly

Yes Absolutely

Can I? May I?

The following phrases should be used in response to situations that may occur during any given shift.

Instead of Saying… Say… “No” “I will be glad to check with my Manager…”

“We can’t do that” “What we can do is…”

In response to a Guest asking “How are you?” Crewmember says, “I’ve been here all day.”

No personal comments – “I’m outstanding!” “Unbelievable!”

“Yeah, I know it’s taking a while, we’re short handed.” “Let me check on that.” (Get a Manager involved.)

“Did the Manager not come back yet?” Nothing needs to be said. Follow up with the Manager out of the view of the Guest.

“That’s not my department.” or “I don’t take care of that.” “I’ll be getting you started.”

“We ran out.” “Unfortunately, we have sold out”

“I did it right.” “Let me correct that right away.”

“Yes,” in response to a Guest asking you for something additional. “Absolutely!”

“You’re welcome” or “No problem” in response to a Guest thanking you. “My pleasure!”

“Is everything okay?” Be specific. Tailor your comments to each Guest’s experience.

“I don’t know.” or “I don’t like that.” or “I don’t eat that.” or “I’ve never done that.”

in response to the Guest asking how something is.

“It is one of our most popular items/attractions/restaurants.” or

“We get rave reviews from those who have had/tried it.”

“What else can I getcha?” “Is there anything else I may bring for you?”

“Have a good evening.” when dropping off/returning a credit card voucher.

“Thank you Mr. Reynolds. It was a pleasure serving you. My name is _____; please ask for me next time.”

“Do you need change?” or saying nothing at all. “I’ll be right back with your change.”

How to Handle Guest Complaints

Since every Guest has a different perception of an “enjoyable experience”, you may have to occasionally deal with Guest complaints. These are the times when you have the opportunity to exceed Guest expectations. Always partner with a member of the Management Team to resolve any scenario that might potentially dissatisfy our Guests. Why do Guests complain? Because we did not meet their expectations. The real test is how we handle these complaints at all levels. It is Landry's policy that Managers handle all Guest complaints. Fault is not important when you have a Guest complaint; the Guest’s satisfaction is the only priority. What do I do? Follow the 4 A’s ACKNOWLEDGE the complaint. APOLOGIZE courteously. ACT immediately to get what they want. ALERT the Manager. Go get a Manager...FAST!

General Rules of Conduct for

Crewmembers

▪ You must remain in full work attire while you are on Pleasure Pier property (shirt tucked in, pants at your waist, etc.). This holds true while on break, walking to your vehicle, etc.

▪ While off duty or while on break, you must not loiter in public areas, nor disturb or distract other employees

who are working. ▪ Pleasure Pier employees may not play any skill games (any game where you can win prizes) while on or off

the clock. ▪ Ensure you are well hydrated and have applied sunblock or other sun protection before work. Parking ▪ Employees must park in our employee parking lot. ▪ Employees should not park in “prime” locations at any time. These are reserved for Guests. ▪ Employees may not be dropped off or picked up in front of Pleasure Pier. ▪ While driving near Pleasure Pier property, employees should keep the volume on the vehicle stereo at a

reasonable level. No loud thumping is allowed. ▪ Failure to comply with employee parking guidelines may result in your vehicle being towed.

Frequently Asked Questions How much does it cost to come to the Pleasure Pier? If our guest chooses not to purchase an All Day Ride Pass, then they will pay for a Pier Pass. This will cost $10 for Guests over 48 inches tall and $8 for Guests under 48 inches tall, Guests 2 and under do not require a pass to enter the pier. If our guests come on the Pier and realize they want an All Day Ride Pass, they will have the ability to upgrade for the difference in price. How much do the rides cost? The rides run from $4.00 to $6.00, plus tax. Extreme rides are $6, Family rides are $5, and Kiddie rides are $4. The best value is the All Day Ride Pass which costs $21.99 plus tax for Guests less than 48” and $26.99 plus tax for Guests 48” and over. The All Day Ride Passes allow Guests a full day unlimited ride access. Single ride tickets and All Day Ride Passes are available for purchase at both ticket booths. If a guest purchased a Pier Pass they can upgrade it to an All Day Ride Pass simply by paying the price difference at the ticket booth.

*Prices are subject to change. My child is under 48 inches tall. What can he/she ride? Guests under 48 inches tall can ride Pier Pile Up Jr., Carousel, Texas Tea Cups, Big Wheelin’, and Frog Hopper. How much does it cost to park at the parking lot across from the pier? Parking at the parking lot across from the Pleasure Pier is $10 for 3 hours and $2 for each additional hour (after the first 3 hours). Parking will be a maximum of $16 a day. Overnight parking is not permitted. Does the Pleasure Pier validate my parking ticket? The Pleasure Pier does not validate parking, however Bubba Gump and Fish Tales validate parking with the purchase of $25 or more. Can I leave the pier and come back? Yes! Provided your wristband is intact. Do you have lockers where I can store my things so they don’t get wet? Lockers are available at the front of the pier in front of the Carousel. When did the Pleasure Pier open? Pleasure Pier opened in May of 2012. Who owns and operates the Pleasure Pier? Where are the corporate headquarters? The Galveston Island Historic Pleasure Pier is owned and operated by Landry’s, Inc. The Corporate office is located in Houston, TX. The phone number is (713) 850-1010. What other restaurants/properties are part of the Landry’s family? All the food and beverage locations at the Pleasure Pier are a part of the Landry’s family, as well as other concepts including Landry’s Seafood House, Rainforest Cafe, Fish Tales, Willie G’s, and Bubba Gump Shrimp Company. Landry’s also owns and operates the San Luis Resort, Holiday Inn, and Hilton. You can visit us online at www.landrysinc.com to learn more. (See your Employee Handbook for more information.) Do Landry’s restaurants take reservations? Absolutely! You can call or visit the restaurant and make a reservation directly with them. Can I take pictures? Absolutely! May I take a picture of your entire group for you?

Where can I smoke? We have two designated smoking areas, one next to Lolli & Pops Candy Shoppe at the entrance of the pier and one at the end of the pier by the Brew Station. Can I bring pets to the Pier? Unless they are service animals, pets are not allowed on the Pleasure Pier. (If you see someone with a pet, let a Manager know right away.) Can I bring coolers, sack lunches, and/or outside food or alcohol to the Pier? No coolers, sack lunches, outside food or alcohol, skateboards, or rollerblades are allowed on the Pier. (If you see someone violating any of these rules, let a Manager know.) Can I bring my alcoholic drink if I purchased it at Bubba Gump? Absolutely! Where are the restrooms? Are there diaper changing stations in the restrooms? The restrooms are located throughout the Pleasure Pier. Both the ladies’ and gentlemen’s restrooms have diaper changing stations. The closest restroom is _______________________________________________. Where are the ATM machines? There are four ATM’s at Pleasure Pier. Two are located by the Will Call Booth, one is located across from the Iron Shark at our alternate ticket booth, and the last ATM is located at Shoppes at the Pier located across the street. Where is the lost and found? Lost and Found is located at Will Call. Where can I buy sunglasses and sunscreen? The Pelican’s Bag (located between the Carousel and Will Call) carries sunglasses and sunscreen. Where can I find a poncho or an umbrella? You can find ponchos and umbrellas at the following locations:

Gifts at the Pleasure Pier Pelican’s Bag

Mobile Kiosks

Where can I rent a wheelchair? We do not have wheelchairs available at this time. Where can I get a band aid? First Aid is located in the main building in front of the Carousel. What benefits do I get for being a Landry’s Select Club member? LSC members earn points on food and beverage purchased at Carousel Court Sweets, Big Top Bites, Slices and More, and the Brew Station. You may also skip the regular Admissions line and purchase your tickets out of our Will Call window. Do you sell gift cards? Yes. Gift cards are available for purchase at Bubba Gump Shrimp Co. GENERAL NOTE: Never use negative responses, focus on what you can do and not what you can’t.

Loss Prevention

You were hired to work at Pleasure Pier because you are an honest, hard-working, and dedicated individual who views Pleasure Pier as a way to earn money, develop valuable skills, meet interesting people, make friends, and have fun. Shrinkage or Theft: Taking, consuming, removing or converting someone else’s property for personal use. This can be as simple as the unauthorized consumption of food in the restaurant, to the removal of products, cash or equipment from retail. It also includes intellectual properties such as patented processes, copyright-protected computer programs or private client information. Crewmember use or misuse of their employer’s assets without permission to do so is unacceptable. Embezzlement: Taking or using money or property without the proper right or authority to do so, or intentionally making errors in bookkeeping practices to allocate funds for one’s own use. Fraud: Deceit used for personal gain. What do Crewmembers normally steal from their employers? Money Money is one of the most common assets that are stolen from employers. Overcharging Guests and then pocketing the extra cash. If Guests find out that a business is overcharging them

it can hurt that business’ public relations. Keeping the Guest’s credit card and using it for personal use before it is reported lost/stolen. Skimming! This is a process used to recreate credit cards using the information stolen from the magnetic stripe

from the back of the original card. These can drastically affect a business’ reputation because it is a violation of trust that affects not only the employer, but the Guests as well. Theft of time Theft of time occurs when a Crewmember is paid for time which they did not work. Usually this happens through the falsifying of time records. Technically theft of time can also include Crewmembers who are not working while on the clock. Theft of supplies Common examples of this form of theft are office supplies (paper, pens, computers, cabinets, etc.), restaurant supplies (food, condiments, silverware, etc.) and retail supplies (hangers, etc.). Theft of merchandise and company property Theft of merchandise refers to products that are to be sold. A good example of theft of company property is product displays. A Crewmember purposely damages stock so that they can buy it at a reduced price. A Crewmember may hide stock in trash bins, and collect it later. A Crewmember moves merchandise to an unsecured location to be picked up at a later time. Not ringing up a sale, but placing it in a bag for a Guest (friend). Allowing friends to shoplift. Theft of information Common examples of this are theft of product design and trade secrets. Prevention Methods to prevent internal theft range from policies governing trash control, to merchandise transfer procedures, and POS transactions. Pleasure Pier will prosecute Crewmembers who are involved in any sort of internal theft.

We are aware there is the possibility of internal theft and we would like your help to prevent it, by following these standards. Adhere to the Clear Bag Policy. Management has the right to perform bag checks when a Crewmember leaves

the store. Avoid bringing valuables with you to work—thieves don’t only steal from the company, but from trusting

Crewmembers, too. Keep all areas neat and clean. If you are suspicious of negligent activity or theft: Tell your Manager and/or Human Resources Call the 1-800 number located in your Employee Handbook