Section 5 Camp Store Basics - normandyfarms.com...The focal point of all we do in the Camp Store is at the cash register. While our cleaning and stocking duties are important, they

1 | S a l e s A s s i s t a n t M a n u a l 2 0 2 0 S e c t i o n 5 t h r u 9

Section 5

Camp Store Basics


The focal point of all we do in the Camp Store is at the cash register. While our cleaning and stocking duties are important, they both exist to facilitate sales. Before using the cash register you should know its basic operation and maintenance so that you can serve the guests with confidence and speed. MONETARY AND REGISTER INFORMATION Retrieve your cash bag from your Team Leader. YOU MUST COUNT YOUR CASH BEFORE THE START OF YOUR SHIFT, EVEN IF IT’S ALREADY COUNTED.

You must record the amount of each coin and bill.

You must also initial and date the reconciliation sheet inside the bag, stating that you received the correct amount of money.

If your count is different than that already recorded on the sheet, recount and inform the Team Leader, then record the new amount and your Team Leader will initial it. It is also helpful to turn the sheet over and record the difference on the float total line. It makes it easier at the end of the shift, so as not to forget it was different.

Throughout your shift be sure that all bills in your drawer face the same way. This is very important because it makes for giving change back look more professional. It also helps you with your end of day counting. Place your cash bag under the register for safe keeping and easy access during your shift change as needed.

If you do run low on change, ask a GSR if you can exchange bills or coins with them.

If the GSR's cannot assist you, ask the Team Leader for whatever coinage or bills are needed.

Throughout your shift, keep all of your credit card slips, gift card, on accounts and vendor pay out receipts in the appropriate holder. If you have time and can keep them in order it will be easier for you when you reconcile your drawer. You will want to check periodically throughout your shift to ensure you have retained all credit card receipts.

Any team member purchases will go on the post to the left of the register after the purchasing team member initials it.

MAKING CHANGE It is extremely important that you follow correct procedures when handling money. The following is a widely recognized professional procedure that will enhance guest service and avoid mistakes.

1. ACKNOWLEDGE the guest by making eye contact and asking, “May I assist you with anything else today?"

2. ANNOUNCE to the guest the total amount of the purchase (e.g. “Your total comes to $10.32 please”).

3. PLACE the money that the guest gives you on the drawer until the transaction is completed. This eliminates any misunderstanding if there is a question on the amount of money given to you.

4. COUNT the change out loud as you are taking it out of the register (e.g. “$10.32 out of $20”). Fan the bills nicely as you hand them their receipt and their merchandise. Show that the change does indeed equal “nine dollars and sixty‐eight cents.”

5. INSERT the money that the guest had originally given you into the drawer only when they are satisfied that their change is correct.

6. THANK the guest and close the drawer.

When working as a single Sales Assistant it is important to keep an eye on the cash register when performing other floor duties. If you are working together with another Sales Assistant, you can rotate responsibilities with each other. During busy periods, make sure someone remains at or right near the cash register. There is ALWAYS work to be done, whether it is sales, stocking or cleaning. Only when


there is a line and assistance is needed with bagging should two Sales Assistants remain around the cash register. THE GUEST COMES FIRST. When working alone, if you need to leave your station unattended, advise your Team Leader so that she can be sure someone is available for sales. When working with another Sales Assistant, you’ll want to inform them if you are leaving the cash register area to stock downstairs. ENDING YOUR SHIFT When all of your Store Checklist duties are complete and you have made your way through the store to make sure it is neat, organized and fully stocked with merchandise, then you can begin the process of running your end of day reports. After your reports are done for the AM shift, you can bring your drawer out to the kitchen area and start counting it. In the PM, you can start counting your drawer while your reports are running. Always ask the Team Leader first to make sure that there are no guests still in the store. Be sure that while counting, to complete the ending reconciliation form. List your name, the date, the amount of each currency and coin, and charge slips. Make sure that all bills are facing the same way. When you are finished, your Team Leader will review your reconciliation sheet and Store Checklist. She must approve them before you may end your shift and punch out. Do not leave without checking in with the Team Leader. All steps and directions for reconciling your drawer will be available at the register for reference. TAX INFORMATION All the items sold in the store are subject to Massachusetts Retail Sales Tax with the following exceptions:

Food and Beverages for human consumption. This includes breath mints and cough drops, though not medications

Clothing ‐ shoes, hats, disposable diapers, thread & shoelaces

Baby Oil

Plants and seeds that produce food for human consumption

Charcoal, charcoal lighting fluid, fireplace logs, propane and wood used in preparing food for consumption

Tax will automatically compute on appropriate items. However, should you notice a discrepancy, please bring it to the attention of a Team Leader who can make the correction. Tax Free Weekend A tax‐free weekend is a temporary reduction or elimination of tax. Governments usually create tax holidays as incentives for consumer spending. When we have a tax‐free weekend here, the cash register will be programmed to automatically make the adjustments that are determined by state law. MISCELLANEOUS TASKS Cash Register Tapes From time to time you will need to insert a new roll of tape into the machine. A small supply of register tape will be kept under the register. Additional stock is kept downstairs. If you see that the supply is getting low (on the last package), it is imperative that you leave a note for Dee. Balloon Sales When a guest requests a balloon bouquet, fill in a Balloon Request Form found on the shelving of the register, with all the necessary information (name, site number, paid $2 each balloon and tax and your initials – (verify the site number on the guest report you use to verify sites for wood delivery). Note the occasion, how the card is to be signed and any special color requests. Get accurate information


regarding the recipient’s site, date and preferred time of delivery. Note the date and time the request was made. More frequently, Normandy Farms will send a balloon bouquet to a guest. Normally your Team Leader will let you know at the start of your shift if a bouquet needs to be made with the details listed above. If the bouquet is coming from Normandy Farms, you will ring up the balloons on the Reception Center account by following the On Account steps on page 12. Use bar code #192 on the Balloon Order Form to ring up the sale. Then see Section 9’s Storage Room Procedures for preparing balloon bouquets.

Balloon Bouquet Request Form Name of Purchaser: _______________________________Site # __________

$2.00 + Tax per Balloon. How many would the guest like? _______________ Preferred Colors: ________________________________________________

Occasion:______________________________________________________ Card to be signed: _______________________________________________ Deliver to Whom: _______________________________________________ Deliver to Which Site: ____________________________________________ Balloons may be delivered between 10 & 11am or between 5 & 6 pm. Required time for Delivery: _______ Date/Time of Delivery: _____________ Order taken by_______:________ Date/Time_________________________ Propane The following is the procedure for when a guest (or someone off‐road) requests to have their propane tank filled:

Explain that tanks are filled at 1pm (yellow tag) and 5pm (red tag). There is a special fill on Fridays at 8:00pm (use red tag, note 8pm time) for guests arriving after the 5pm fill.

Ask if the tank is less than ten years old or if it has a triangle‐shaped valve. If this is not the case, then it does not have the required safety valve and by law cannot be refilled.

Ask if this is the tank’s first fill. If it is, the ranger needs to know as he must let air out of the tank before filling it. If it is, then write the word “NEW” at the bottom of the tag as BOLD as you can.

Inquire with the guest to see if their tank is a Blue Rhino tank. We are not able to fill Blue Rhino tanks at Normandy Farms. You may offer them directions to Chace Building Supply in Foxboro, MA (Route 1N) if they would like to exchange their tank there.

Fill in the appropriate colored tag, following the example on the laminated cards that are kept near the register in the clear holder. You must get the guest’s name, site number (or phone number if he or she is not camping with us), size of the bottle, amount paid, and your initials along with today’s date. Again, note if it is the bottle’s first fill by marking "NEW".

Appropriately priced bar codes can be found on the bar code scan sheet. Explain that the bottle (with the yellow or red tag attached) should be left past the

stone wall behind the sign. The wall is to the right of the store when you exit the building. Also, advise the guest that they may pick up the bottle shortly after the 1pm or 5pm (or 8pm on Friday) fill. Filled bottles can be picked up to the left of the


gated area down by the propane filling station; this is where they will find their propane tanks

Occasionally you may have a guest inquire for propane bottle service outside of the posted filling times. If they ask about times, feel free to inquire if they are A) camping with us and B) completely out of propane. If they are not, advise them of the scheduled filling times. If they are, inquire with your Team Leader to see if someone might be available to assist them.

Guests are also able to purchase propane to fill their large stationary tanks in their motorhomes. The charge and payment is normally handled by a GSR, however in the laminated cards for propane at the store register, there is a barcode for propane Under 20 Gallons and propane Over 20 Gallons. You would scan the appropriate bar code and enter in the quantity (number of propane gallons). A screen will pop up, type in the guest’s name and site number (only if they are camping with us. We also fill propane for off‐road guests).

TOBACCO SALES Tobacco sales are controlled by state and local laws which prohibit the sale to anyone who is under 21 years of age. It is important that you are aware of all laws concerning the penalties associated with the sale of tobacco products. Failure to comply with such laws includes the loss of the store’s license, fines and even jail sentences. In addition, you can damage your relationship with our guests and members of the Foxboro community.

To prevent this from happening, we at Normandy Farms have adopted the program WECARD. This program’s information will help all team members follow the guidelines with regards to selling tobacco products. You may have noticed that we have the WECARD stickers on the door and at your register. We have placed the calendar on the counter next to the register.

1. Date of Birth: Compare it to your WECARD ‘age of purchase’ calendar to ensure the customer is of legal age.

2. Photo: Compare the guest to the picture. Do the pictures match? 3. Description: Does the description on the ID match the guest? 4. Expiration Date: All forms of identification used to verify age MUST be valid. Don’t accept an

expired ID! 5. Alteration: Look at the ID under the light to detect flaws; if the ID has two photos make sure

they match; make sure that the state seal, logo, or hologram have not been altered; check the lamination for peeling, scratches, or bubbles; if “duplicate” appears in the ID, be cautious as someone else may be using the original.

6. Ask the guest to take the ID out of his or her wallet.

We accept the following forms of ID: 1. Driver’s license 2. State Issued ID 3. Real ID 4. U.S. Passport 5. U.S. Military ID

HOW TO RING UP CIGARETTE SALES

1. Ask guest to provide an ID before you retrieve the cigarettes from under the register. 2. Follow steps outlined earlier to make sure the guest is of legal age to purchase cigarettes. 3. After verifying that the information is correct retrieve the cigarettes that they requested.


4. Scan cigarettes. 5. It will ask you to enter their birthday from their license. 6. Date will be verified. 7. Give the guest back their license. 8. Proceed with the rest of their transaction.

YOU SHOULD BE AWARE OF THE FOLLOWING:

1. A person must be 21 to purchase tobacco products. Even if a person under 21 submits a note to you from someone who is over 21 (e.g. a note from a parent saying that the cigarettes are actually for them), you are still unable to sell the minor any tobacco product.

2. There is no age limit for a team member to sell tobacco products. 3. A driver’s license (or one of the approved forms of ID stated above) must be used to show proof

of identification if requested. Any other form of ID, such as school id with a birth date on it, is not acceptable.

4. There is a $1000 fine that you yourself must pay if you are caught selling cigarettes to minors for your first offense.

5. First offense is $1000, second offense is $2000 and third offense is $5000. 6. Our surrounding towns also abide by the 21 years of age law.


TEAM MEMBER STATEMENT o No person or entity selling tobacco products shall allow anyone under the age of 21 to

sell cigarettes or other tobacco products until such team member reads the Foxborough Board of Health regulations and State Laws regarding the sale of tobacco and signs a sworn statement, a copy of which will be placed on file in the Office of the Board of Health.

SALES TO MINORS o The sale of cigarettes, chewing tobacco, snuff or any tobacco in any form to any person

under the age of twenty‐one (21) is prohibited. o Any person, not being a parent or guardian may not give a cigarette, chewing tobacco,

snuff or tobacco in any of its forms to any person under the age of twenty‐one (21). o Fines are as follows:

First Offense‐ not less than $500 Second Offense‐ not less than $1000 Third & Subsequent Offense‐ not less than $5000

COMMONWEALTH OF MASSACHUSETTS LAW (G.L.C.270, Section 6) o Cigarettes, chewing tobacco, snuff, or any tobacco in any of its forms shall not be sold to

any person under the age of twenty‐one (21) and no person not being his parent or guardian shall give a cigarette, chewing tobacco, snuff or tobacco in any forms to any persons under the age of twenty‐one (21).

Foxborough Tobacco Regulations

Team Member Statement

I, _________________________ Have read and understand

The Commonwealth of Massachusetts Tobacco Regulations. I understand that tobacco products are not to be sold to anyone under the age of 21.

Team member Signature

Date


ALCOHOL SALES

Alcohol Sales are controlled by state and local laws, which prohibit the sale to anyone who is under 21 years of age. Any team member under the age of 18 is also prohibited from selling alcohol within our camp store. Each team member will be required to read and sign the form found below regarding our laws and guidelines for alcohol sales prior to their first shift in the camp store. Failure to comply with state and local laws/guidelines could result in revocation of our license to carry such items as well as fines issued to the company and/or team member. WE ACCEPT THE FOLLOWING FORMS OF ID: 1. State Issued ID 2. Drivers license 3. Passport 4. Real ID We reserve the right to decline any out of state licenses at any point, for any reason if we believe the ID is not legal See examples below regarding Massachusetts ID types

Types of Identification cards: Mass IDs and Liquor IDs

The RMV issues ID cards for customers who do not have a driver's license: a Massachusetts Identification (Mass ID) card or Liquor ID card. Mass ID/Real ID The RMV can issue a Mass ID to people who do not have a Massachusetts driver's license. A Mass ID looks like a driver's license, but it does not extend any driving privileges. A Mass ID is an official form of identity, signature, and age in Massachusetts.

To obtain a Mass ID, you must meet the following requirements:

You are at least 14 years of age.

You do not hold a valid driver's license in any jurisdiction.

You are a resident of Massachusetts.


Liquor ID The RMV can issue a Liquor ID to people who do not have a Massachusetts driver's license. A Liquor ID looks like a driver's license, but it does not extend any driving privileges. A Liquor ID is an official form of identity, signature, and age in Massachusetts.

To obtain a Liquor ID, you must meet the following requirements:

You are at least 21 years of age.

You do not hold a valid Massachusetts driver's license.

You do not have to be a Massachusetts resident.

A Liquor ID expires 5 years from the date it was issued.

SPOTTING POSSIBLE FAKE ID’S

Use the FLAG system to check for possible fake ID's

F is for ‘Feel’

There are some tactile security features you should be able to feel. First, do not accept an ID shown to you from inside a wallet window slot, which prevents you from touching it. Have the person take his or her ID out of their wallet so you can feel it.

When you are holding it in your hands, be mindful that ID thieves have learned to counterfeit some tactile features. Fortunately, the quality of these features is below state‐issued identification cards. Focus on the quality. Even try scratching the card with your fingernail or a coin to see if tactile items come off or change easily. If they do, you’ve got a fake ID in your hands.

L is for ‘Look”


Look at the picture. Is the person standing in front of you the same person in the ID picture? This is very subjective. You will need to focus on the “Triangle of Recognition” area of the face (eyes, ears, nose, mouth and chin). The triangle is the area across the face from ear to ear and down to the bottom of the chin. Unless the person has had plastic surgery, these areas will not change dramatically over a period of time.

Hair, eye brows, eye color and facial hair can be changed. Faces can get thinner or heavier with weight gain or loss. However, the position of the ears and eyes will not usually change. Look for a difference that can’t be explained. For example, if the person standing in front of you has a dimple on the chin, but there is no dimple seen in the photo ID, then this should be considered a red flag. Dimple implant surgery is not a logical explanation.

Additionally, look at the signature. You do not have to be a handwriting expert to recognize a major difference in the signature on the card and on a document you have them sign in front of you. Can a person’s signature vary? Yes, but it could also be dramatically different because that person is using an ID that does not belong to them.

A is for ‘Ask’

Bouncers at bars are good at asking questions and catching the fake ID holder in a lie. For example, the fake ID will probably have a fake date of birth. This new fake birth date might fall under a different Zodiac sign than the suspect’s real birth date Zodiac sign. You might ask the suspect “What is your Zodiac sign?” The suspect might know his fake date of birth because he memorized it but probably won’t know his new Zodiac sign. Similar questions related to the address or other data listed could also be used to catch them off guard. Watch facial expressions or stutters in answers which could reveal potential fraud.

G is for ‘Give It Back or Give It to the Police’

If you have checked all the security features to the best your ability and believe that the person in front of you is the same person in the picture, give the card back to them and continue doing business with them. If you believe you have a fake ID, you can seize the card.

However, do not get into the business of confiscating fake IDs and possibly being assaulted over it. We suggest that you photocopy the ID card if you can and return it to the suspect. Also, are you in a safe environment (your office with fellow employees vs. the suspect’s house)? Can you ask for a secondary form of ID if you are not sure? If you want to file a fraud crime report afterward, the photocopy of the ID will be very helpful to the police investigation.

1. Know Your State’s Card Features

Every state has its own set of security features for its driver’s licenses and identification cards. Common features may include:

Watermarks Holograms Specially printed images Unique font colors or sizes

2. UV Light (or tilting the ID) is Your Friend

Many licenses and ID cards have security features that are visible under ultraviolet light. You may also be able to see them by tilting the ID to view it at an angle.


3. Feel the surface of the ID

By simply running your thumb over the card, you might be able to catch a fake. If any portion of the ID is particularly thick or bumpy, this could be a sign. If the edges of the card are peeling or rough, that could be a sign as well.

4. Misspellings

Many fake IDs are made in a hurry. This knowledge will help you spot spelling errors or other mistakes that would be a sure sign the ID is fake.

5. Don’t Be Afraid to Ask Questions

If you have any reason to believe an ID is fake or has been tampered with, then don’t be afraid to ask questions. Most people don’t use their real names on fake IDs and won’t remember the information on the card. Don’t hesitate to ask the customer for their name, date of birth, or address. If they hesitate or get it wrong, then refuse the sale.

6. Watch your Customer

Every time you check an ID, take a good look at the person’s face and compare it to the photograph and physical description on the ID. Of course, the photo isn’t required to match the person perfectly because certain aspects our appearance change over time, like our weight, hair length and color, etc., but the photo needs to be consistent with the person giving it to you. If the photo and physical description are not consistent with your customer’s appearance, then you should refuse the sale.

Also, examine their body language. If they seem nervous, bite their lip, or refuse to make eye contact with you, it should get your attention. There’s no reason for a legal‐aged adult to be nervous when buying alcohol.

A copy of this information will be available to you at the register for quick reference.

HOW TO RING UP ALCOHOL SALES 1.Ensure the sales assistant processing the transaction is above 18 years of age. If not, inform the guest that you are unable to perform the transaction and excuse yourself while you alert your team leader/ of age team member to perform the sale for you. 2. Follow the steps outlined earlier to ensure the guest is of legal age to purchase alcohol items by checking their license/ passport/ state issued ID/Real ID. 3. Once you scan the items, the computer will prompt you for the guest’s date of birth which can be found on their license/ passport/ state issued ID/Real ID. 4. Ensure you hand the guests ID back to them. 5. Proceed with the rest of their transaction. NO SALE TIME FRAMES Per the state, there are dates/times when alcohol sales are not permitted. Our store hours do not fall inside the restricted time frames. However, there are certain dates throughout the season where alcohol sales are not permitted. Those dates will be disclosed to you as they near and guests will be informed as well.


HANDLING ALCOHOL PRODUCTS While the selling of alcohol items can only be processed be a team member 18 years or older, team members of any age are able to receive deliveries/ handle the stocking of items. Please be sure to keep the chiller organized as well as the shelves the products are going on. Each item has a hanging tag in front of it showing the name and price for that particular item. It is a state law we must to abide by to ensure each product’s price and name is clearly displayed. The chiller is equipped with a security camera to ensure all products are delivered, kept and sold in the correct area/fashion. DELIVERY OF PRODUCTS When a delivery from a vendor is expected, Dee will advise the GSR Team Leader as well as the Sales Assistants. Once the season begins, a specific day will be set for each vendor to deliver. The delivery driver will be instructed (and may need to be reminded) to park in the two lanes closest to the building. With the amount of time a large delivery could take, we want to be sure that the delivery driver never parks in the third lane which is for thru traffic or emergency vehicles. Whenever possible, the delivery should be brought around the back deck into the team member kitchen area, then into the chiller door via the back office. There are times the items are large and bulky and need to be brought in through the front door and then through the front cooler doors. Signature will be required for all deliveries. While any team member can sign whenever possible, it is best to have the GSR Team leader sign for the delivery. The delivery driver will run through the delivery sheet and compare to the products delivered to the invoice. Please refrain from putting items on the shelves until you receive notice from Dee to do so. We want to ensure all items are properly put into inventory before being sold.


Team Member Statement Alcohol Sales 2020 Season

I, Have read, and understand the laws and guidelines pertaining to the handling and sales of alcohol related items in the Normandy Farms camp store. I understand that: (please initial) A resource manual containing the above information has been offered to me during my training. I am aware that such manual is available to me at all times during my shifts. I understand that if I am under the age of 18 years old, I am not able to conduct the sale of any items containing alcohol. I am aware that our camp store is equipped with security footage throughout the building to ensure all products, including items containing alcohol, are handled and sold in the correct fashion. Team Member Signature: Date:


Section 6 Cash Register Procedures


ANY TIME YOU MUST OPEN THE DRAWER BETWEEN TRANSACTIONS REQUIRES A TEAM LEADER’S ASSISTANCE WITH CODE Beginning of Shift When starting your shift at the register

1. First turn the monitor on (the button is on the side) 2. The screen will come up for you to enter your code (last 4 of your social security number)

The cash register drawer will open automatically after each sale. If there is a need to open it at other times

1. Click on Edits 2. Click on Options 3. Click on Open Drawer 4. Team Leader will use his or her code to allow access

Close the drawer immediately after finishing each sale or payout. Price Check Scan the item’s bar code just as if you are making a sale. Report the price to the inquiring guest. If the guest doesn’t want the item, click on the item and a new screen will come up, locate the red delete button and click on it. Normal Sale

1) Scan bar codes of all items being purchased or key in the bar code number for those items that are too small for a bar code. There is a laminated sheet on the counter for those items.

2) If there is no bar code or bar code # you can go to Edits, Options, Administrative, Inventory Maintenance and find the look up button on the bottom of the screen and type in a brief description of the item using key words like “wood” or “rv” to see if you can find it there.

3) Try not to spend too much time on this if you have guests waiting. It might be best to look for an identical item and scan the bar code.

4) If none of the above is successful, use the following barcode 2010 or 2020 procedure: Bar Code #2010 For Non‐Taxable Items / Bar Code #2020 For Taxable Items You may go ahead and scan other items being purchased that have bar codes on them and then for the item where a bar code or bar code # is not found, as a last resort after looking for item as stated in line 2 and 3 above:

Type in the bar code 2010 for non‐taxable items or 2020 for Taxable Items. Go to Section 5 for Tax Information Items

A prompt will ask for $ value, which you will enter. FYI: There is no tax added to this bar code so you must use 2020 if the item is taxable

Type in a good description of the item to ensure Dee can fix the error in CRE

Complete the sale as usual

DISCOUNTED SALES On special discount weekends such as MA or RI weekend, etc. a specific bar code # will be provided to use on applicable items for those guests who are eligible.


After you scan all items to be sold, enter the bar code # provided. The computer will apply the discount to the appropriate items. This above also applies to Team Member End of Month discounts. Discounts normally apply to CLOTHING, FINE GIFTS, JEWELRY, NOVELTIES, RV SUPPLIES, DOG ITEMS, and TOYS. VARIOUS TEAM MEMBER DISCOUNTS Team member discounts ANY DAY OF THE MONTH

20% off campsites (must be 25 yrs of age or older and make arrangements with Lisa). The team member camping discount will be limited to a maximum of 14 Nights.

10% off all Normandy Farms Logo Items. Team member discounts LAST DAY OF THE MONTH ONLY

Receives 25% off all Clothes, Gifts, Jewelry, Novelties, Dog Items, RV Supplies and Toys.

With the Team member discount you do not select the items that need to be discounted. Instead a barcode is given for the last day of the month and it discounts only the items that are eligible. This cannot be combined with the everyday 10% off team member discount.

Important Information regarding sales and/or discounts:

We do not offer CCA, Good Sam or AARP discounts on store items.

We are not an authorized redemption center and do not give refunds on cans and bottles. Guests may notice blue recycle bins throughout the park, any cans or bottles deposited there are donated to Commonwealth Enterprises, a local service which employs adults with special needs.

We do not award prizes on bottle cap information. Bottle caps may be taken by the guest to participating supermarkets.

We do not honor manufacturer’s coupons.

DELETED ITEM To delete an item while still ringing up a sale, click on the line item to be deleted and a new screen will come up, click the red delete button. ON ACCOUNT PURCHASE When NFC team members purchase store merchandise for their department’s NFC use, those items are charged to their department’s account using the following procedure:

Click on the Customer button

Select NFCG Purchases

Scan the item’s bar code

Click on Options—Invoice Properties—Notes. Enter in the name of the team member purchasing and what department they are purchasing it for.

Select Pay

Click on Account, then press Enter or click on OK

Have team member sign receipt for cash drawer

Give the second copy to buyer for his or her Department’s records

The receipt goes in your drawer. If it is an ‘on account’ for the Reception Center, Camp Store or Hospitality, be sure to put a sticker (from the front of the Sales Assistant’s Log) on the item purchased. Write the receipt #, date and your initials on the sticker.


REPRINT RECEIPT There is a quick button on the main screen (all the way to the left hand side) UTILIZING THE CUSTOMER’S FEATURE We are offering an additional service to our Summer Seasonal guests this year to keep their credit card information stored in our system. Summer Seasonal guests will be able to shop without needing to have their wallet on them! Each summer seasonal guest wanting to participate will sign a CCA form for Store Purchases (much like they do for their CCA form for camping charges). The summer seasonal guest will be required to list the names of their family members/members of their party who are able to utilize this service. For example, Mr. Taylor will list the name of his wife and children who are allowed to use the credit card on file to make purchases. The pre‐approved members of the party will be listed in the Customer Notes section which displays on the screen. An example is listed below.

To ring up a Summer Seasonal guest participating in this program you will follow the steps below 1. Scan items the Summer Seasonal guest is purchasing as you normally would 2. Click on Customer 3. Search for the guest by typing in their last name 4. Ask the guest to confirm their site number which will be listed after their last name 5. When its time to pay, click on Credit Card as a payment option. The guest’s information will automatically be populated in the fields. 6. Have guest sign a copy of their credit card receipt as they normally would.


REFUNDS In an effort to expedite any returns, please hand every guest their receipt along with their change or credit card slip. Suggest that they hold onto as returns must be accompanied by a receipt. A receipt is mandatory for a guest to return an item. If a guest does not have a receipt, please alert your Team Leader and she will take the proper steps to assist the guest. If a guest is returning 2 or more of the same items, you will need to ASK the GSR Team Leader for approval first.

Scan the item’s bar code. Click on item, a screen to your left will pop up. Click on Enter Quantity.

Enter a negative (‐) quantity field.

Hit Edits, Options, Invoice, Notes and type in the Guest’s name and site number and reason for the return. Enter in the last 6 numbers on the guest’s receipt, if the Team Leader has decided the absence of the receipt is permitted, hit 0 then select Next, the register will prompt you for a reason, pick which reason best fits the return. Then click Select.

Complete the transaction by selecting Pay, (with only the items being returned), refunding either cash or on their credit card. If they have no receipt just ask the guest how they paid and then refund using that method of payment.

After the guest has signed the receipt, refund them their cash if that was their payment choice or have them sign their credit card payment copy.

If it is a damaged item being sent to the Storeroom, put a copy of the receipt with the item and send it downstairs. Place on Dee's desk.

If the guest wants a copy, make an additional one and give it to them. Finally, put the receipts in the return holder next to the store phone. Dee reviews this frequently. Receipts that are missing will need to be explained to her. Repeated omissions by the particular Sales Assistant or GSR may result in disciplinary action. ITEMS that are not be able to be returned:

Fire Starters

Cigarettes

Any Ice

Food with the exception of damaged or spoiled items

Candy of any kind

Wood/kindling may be returned as long as it is in its original packaging and not loose. There can be exceptions to any of these items with the approval of your Team Leader, GSR Team Leader and as always Dee or Lisa.


Wood Delivery Guests are able to purchase firewood and have it delivered. A guest must purchase 3 or more bundles of wood to be eligible for delivery. The ranger picks up the delivery sheet at 7pm. When a guest signs up for this amenity, you want to let them know that the delivery does not start until 7pm. They would normally receive their wood sometime between 7pm and 8pm. When you hit the Wood button on your main cash register screen, a screen pops up. If a guest is receiving a wood delivery, type in their last name and site number. Reference your daily Guest Report next to your register to ensure you have the correct name and site number. Record the guest’s name, site number, number of wood bundles and phone number on your daily wood delivery sheet. Normandy Farms frequently sends complimentary bundles of wood to guests for various reasons. Your Team Leader would let you know at the beginning of your shift if that is the case so that it can be added to the wood delivery sheet. VENDOR PAYOUT For all vendors delivering products (for example, bread upstairs or ice downstairs) or picking up returned/expired/defective items, you must observe and count all items being picked up and/or delivered and sign for accordingly. These vendors will provide you with an invoice that you will place in Dee's box (if she is here you can hand them to her). VENDOR PAYOUT REQUIRES A TEAM LEADER

Click on Edits, Options, Tools, Vendor Payout

Team Leader will enter their code

Click on appropriate vendor in drop‐down menu

The most common ones you will use are for P.O. Mail services (7272), Normandy Farms Laundry (55), Arcade Games (152), Vending Machines (151) and Change Machines (162016). Each has a unique code. Please use the appropriate one. The codes are located next to the store register.

Click Vendor Payout

Enter amount of payout and click on OK

Type in a reason for the payout

Give the vendor the money

Have them sign the receipt

Make a copy of the delivery slip for Pat to use in entering into computer, leave it in his box

Staple the receipt to the original delivery slip in the left lower corner

Place it in your receipt holder and use when you cash out your drawer The above procedure is also used for authorized NF team members who are making outside purchases and need cash to do so. However, if they return change/product to you, follow the next five steps:

Use a minus ($) amount

Select Normandy Farms as the vendor

Type in the description (or reason) for the payout. Reference the team member’s name here.

Give the money to the team member or accept the product being returned.

Have him or her sign the receipt for your drawer. When your shift has ended you need to run a report to balance your drawer: END OF SHIFT REPORT

Click on Edits, Options, Administrative

Click on Reporting

Scroll to Grand Total of Tax‐Exempt Sales


Click on Print

Scroll to Detailed Daily Report, hit Display, hit Station and select 1

Click on Print Morning shift must provide the afternoon shift with your sales figures, (see AM Shift Numbers) at the end of the night the totals will reflect that of the whole day. PM shift needs CASH TOTALS, CREDIT CARD TOTALS, PAYOUTS, and ON ACCOUNT TOTALS. Evening shift must leave the CRE program up at the screen where you put in your last 4 digits of social security number. The register must be on as it settles the credit card transactions automatically each night. After everything has been printed, turn off the monitor (button on the side). AM SHIFT Only when incoming team members are ready and waiting to come out to the floor, are you to:

1. Go to Edit, Options, Administrative, Reporting 2. Arrow down to Credit Card Detail Report; Display, All, Select, Print 3. Use this report to only verify that you have all the credit card receipts in

the correct order. Leave the credit card receipts, along with his report paper clipped and in the credit card receipt holder. They will be dropped with the PM bag.

4. Arrow up to Detailed Daily Report, Display 5. Deselect ‘Breakdown by Department’ and ‘Breakdown by Category’

Print 6. Very Important Re‐Click ‘Breakdown by Department’ and ‘Breakdown

by Category’ for PM shift 7. Arrow down to Grand Total of Tax‐Exempt Sales; Print 8. Exit 9. Take drawer out and go to the kitchen to count.

PM SHIFT Follow procedures above except for steps 5 & 6 but most importantly. All instructions for end of day procedures are printed and available to you at the register.


FORMS OF PAYMENT We accept various forms of payment: cash, credit cards (VISA, MasterCard & Discover), Customer feature, money orders, Normandy Farms gift cards, Normandy Notes (treated as cash). Gift cards can be applied toward Store purchases. We do except pre‐paid Visa gift cards but we have no way of checking the balances. We do not accept checks in the store. CASH – Payment must be made in US funds as we are not equipped with foreign exchange rates to take foreign currency. MONEY ORDERS – The bank the money order is drawn from guarantees the funds. Unlike a personal check, there is no clearing time required. We don’t get these too often but can accept them without a problem as long as they are drawn on a US bank. Check with your Team Leader to confirm you can accept this check. Again, a guest must make a purchase to use a money order. MASTERCARD, VISA, DISCOVER – These are acceptable as forms of payment. To process a credit card transaction, follow the normal sale procedure, then:

Click on Credit Card rather than Cash for payment method

At the next screen, swipe the credit card on the register’s swipe device

DO NOT ENTER THE DATE

PRESS ENTER only on the keyboard; do not press OK!!

Two copies will print, one for a signature that you keep along with the register receipt, and one for the guest.

Staple your two copies together and put in the holder at the register.


NORMANDY FARMS GIFT CARD Using a Gift Card as a payment method Scan items as usual Press End Transaction Select Gift Card as payment method Swipe the Gift Card Press Enter on keyboard then select the amount to be paid. If there is not enough available on the Gift Card to pay for the entire purchase, the register will alert you to the balance due which then may be paid by cash or credit card. Normandy Farms Gift Cards can only be used at the store and for camping. They cannot be used at the Kamper’s Kitchen. Selling a Gift Card If a guest inquires about purchasing a gift card, please ask either your Team Leader or a GSR for assistance. CHECK BALANCE ON A NORMANDY FARMS GIFT CARD To obtain the balance remaining on a Gift Card before ringing up a purchase, hit F10 or use the quick button on the main screen. Either swipe the card or enter the number on the back of the card. Enter eight total digits (22446688). NORMANDY FARMS GIFT CERTIFICATE Normandy Farms Gift Certificates are paper certificates that we donate to a variety of charitable organizations throughout the season. These certificates are not available to be used in the camp store or at the Kamper’s Kitchen, but can however be used for camping. CASH REGISTER PROBLEMS Occasionally there will be a power outage or other reason for a computer crash. The troubleshooting techniques can be attempted by a Sales Assistant:

1) Look at the receipt printer; if the red light is on, hit Resume. 2) Check that all connections are tight, especially those on the back of the receipt printer. Unplug

and re‐plug the power. 3) Make sure the cash drawer is securely closed. 4) Reset the computer by hitting Ctrl/Alt/Delete; then End Task, then Start, and Restart. After

attempting to regain access to the program and you are still unsuccessful, notify your Shift Team Leader who will try to assist you or call Automation Concepts. Information is in the Emergency Log Book. DO NOT MAKE THIS CALL WITHOUT THE APPROVAL OF YOUR TEAM LEADER!

5) Use a calculator in the interim while the computer is down. Note: You will only be able to process cash transactions while the system is down.

6) Assist guests by jotting down each item purchased, BC#’s and price + tax (not applicable on beverages, food or apparel). This pre‐made form can be found in the Sales Assistant binder labeled "Manual Sales".

7) When the system is up, revert to normal operations. 8) When you have no guests at the register, but before the end of your shift, you can enter all

items from your “Manual Sales” Forms into the register.


If you have any questions, ask your Shift Team Leader for assistance. SALES LIST Date: ___________ Sales Assistant(s) _________________________ BAR CODE # ITEM DESCRIPTION PRICE TAX TOTAL


Section 7 Reception Center and General Store Information


TIME CLOCK Our time clock system is very cutting edge. You will be able to view your schedule and see your time card online from any computer with Internet access. The system is called NOVAtime and you can access it by going on our website, www.normandyfarms.com. At the top of the home page you will see a contact link followed by an employment link. At the bottom of the page select “Employee Login”. Your login name is your team member ID number (typically the last 4 of your social). You would leave “password” blank on your first login. The next time you log in you will be prompted to enter a new password that you have created. It is your responsibility to make sure that you are aware of your scheduled hours. With regards to punching in and out, the time clock will not allow you to punch in/out earlier than 15 minutes prior to the start/end of your shift. You do not need to punch out for breaks or lunch/dinner. MISSED PUNCH All team members are required to use the time clock to punch in and out for their shift. If there are consistently missed punches, there may be disciplinary consequences. It is your responsibility to make sure that you are aware of your scheduled hours. If you know that you forgot to punch in, or if your Team Leader lets you know you need to complete a Missed Punch form, you would go to www.normandyfarms.com/downloads, select Team Member Missed Punch Form and complete all necessary fields. SCHEDULE It is required that on or before the 15th of each month you provide in writing to Dee any times that you are unavailable to work for the following month. It will be assumed that you can be scheduled for any time not requested off. Dee will then review all Sales Assistant’s requests and create a schedule based on everyone’s availability. That schedule will come out before the end of the month and will be available in NOVAtime, on the bulletin board as well as in printed form available to each Sales Assistant. UNABLE TO WORK YOUR SHIFT If you are unable to work your scheduled day, you should find a replacement and follow proper procedures for a shift substitution. Remember to always call the Team Leader for that shift as early as possible at ext. 326. You will need to let them know why you’re not coming to work and who will be replacing you. It is YOUR responsibility to find coverage for your shift. Failure to attend a future determined number of shifts without proper notice/coverage will result in termination of your position. SUBSTITUTION FORMS If for any reason you are not able to work an assigned shift after the schedule has been posted, YOU are required to find coverage for that shift. There are SHIFT SUBSTITUTION FORMS located near the time clock. Please fill out the form and have the person you are switching with sign the form also. Dee will review this and sign off on it. Once approved, it will then be posted on the bulletin board and the change will be made in NOVAtime. DAILY BRIEFING During the summer months a daily briefing is held 15 minutes prior to the beginning of the scheduled shift. It is mandatory for all GSRs and SAs to attend. This briefing includes a review of the Log Book notes, daily and upcoming activities as well as current, pertinent information. All GSRs and SAs are encouraged to actively participate in these briefings and all ideas are welcome. Briefings are prepared at night for the next day and are emailed to each team member. Daily briefings do not begin until the full summer seasons starts and end Labor Day Weekend. It is required that you come in 15 minutes prior


to the beginning of your shift at any point in the season to count your drawer, review the Log Book and any other pertinent information that may be a factor in your days work.

SUPPLY BINDER Underneath the store register, you will find the Sales Assistant Supply Binder. It contains any necessary information you may need throughout your shift such as the Manual Sales sheet in the event the store register goes down, extra end of day sheets both the AM & PM shifts, any spare inventory pricing sheets or items that may be missing bar code. LOCATION OF CLEANING SUPPLIES Although heavy cleaning (vacuuming, bathroom cleaning, etc.) is done by the Housekeeping Department, light housekeeping duties are done primarily by our Sales Assistants. Cleaning supplies are kept in various closets and cabinets:

Kitchen Sink Cabinet: Under the sink you will find microfiber cloths (note‐ we do NOT use Windex), Murphy’s Oil furniture polish, Soft Scrub and freezer door (insides) cleaner. Above the sink are cleaning rags and a supply of dish towels, never to be interchanged.

Broom Closet: To the left of the soda chiller you will find a mop, broom, dustpan and toilet plunger.

Behind Store Counter: Storage Bins and Window Cleaning Supplies. Go to Glass and Window Cleaning for more information.

DAILY DUTY CHECKLISTS Checklists of Daily Duties and Special Projects are provided for both Sales Assistants and GSR’s for each shift. These are kept on an upper kitchen cabinet shelf (left of the coffee pass through window). Pick one up as you begin your shift. It must be completed each shift and signed by the Team Leader prior to your leaving. If more than one Sales Assistant is working the shift, you may want to take turns between the daily duties and the cash register. It is important to remember that your guest comes first and has priority over the worksheets. However, many of the duties can be addressed between guests. There are times when the GSR’s may lend a hand in completing the list of duties or assisting with your drawer at the end of the day. The GSR does have specific functions, in addition to his/her own list of duties that have to be completed at his/her workstation. When those are finished, the GSR will help you with the completion of the Daily Duties worksheets. If more than one GSR is working the shift and her work is caught up at any time throughout the day, the Team Leader will instruct her to assist the Sales Assistant with the list. While the checklist seems extensive, it consists of essentially two types of duties: STOCKING and CLEANING. Stocking procedures are outlined in Section 9. Also, notice that many of the duties are repeated throughout the day. They should be done as often as necessary. GLASS AND MIRROR CLEANING The outsides of the refrigerator and the freezer glass doors are cleaned, along with the mirrors in the bathrooms, throughout your shift.


Window/Glass Door Cleaning: 1. Use water bottle labeled “FOR WINDOWS ONLY” 2. Spray lightly on Windows and Wipe with cotton pad which is located behind the counter with the squeegee. 3. Use the squeegee to remove water and then wipe extra water with a yellow towel that is to be used for windows only. It is in the bin behind the counter where you see the adding machines (to the immediate left of gift bags). The yellow towel should be used only once and then put in the dirty bin. 4. Buff the windows with the white towel after you have washed all the windows and doors. This gives them time to dry. The white towel can be re‐used again, as long as it’s clean. Notice on the Checklist that the entry glass doors need to be cleaned periodically throughout the day using the same method. Freezer Door Cleaning: When cleaning the inside of the ice cream freezer doors use the spray bottle that is labeled “freezer doors” and is located in the kitchen. You may use a white cloth that is kept under the counter with the other cleaning supplies. Clean the outside of the freezer doors following the procedure listed above in Window/Glass Door Cleaning. CIGARETTE BUCKETS When emptying cigarette buckets (one outside the front doors and one at the bottom of the outside stairs) you may want to pick them up with a wet paper towel (there are plastic gloves in the broom closet nearest to the soda cooler). Place butts in a paper cup with a little water before putting them in the trash receptacle. This is to avoid having the cigarette butts start a fire. This is also a good time to check by the bushes, planters, sidewalk and driveway for butts and other litter. The evening team members will then sweep the outside mat, sidewalk and stairs going down to the parking lot. BATHROOMS Keep an eye on the bathrooms throughout the day for general tidiness. Also, keep the lights off and the door slightly ajar when they are not in use. Toward the end of the shift you will need to make a thorough check of the bathrooms for cleanliness. As noted above, the mirrors need to be cleaned, and you should make sure that there is ample toilet tissue, paper towels, tissues and hand soap. Replace any roll that is 1/3 or less full with a new roll from the supply in the kitchen drawer. Toilet paper and paper towels should always be facing out. Place the partially used rolls in the same kitchen drawer. Wipe the sinks and toilet rims with a paper towel and pick up any paper on the floor. TRASH Toward the end of your shift you will need to take a supply of trash bags and make your way from the coffee service area to the entry way bin, the two‐bathroom trash cans, and then to the team member kitchen receptacles. Recycle bins are located next to the printers and under the table in the kitchen area, please use clear bags for recycled items/ bins, and black bags for trash. This will assist the ranger in knowing what bags to put where. Combine trash when possible and then walk all of it down the stairs to the storeroom outer exit door (this is where trash is picked up by the Rangers). Be sure the bag is tied. Pile the bags neatly out of the aisle. If there are leaks double bag the trash and mop up any spills. DO NOT USE THE CONVEYOR BELT TO TRANSPORT TRASH. This is because if a bag leaks or breaks open it would cause a disaster on the belt!


GENERAL TIDY UP At the end of your shift you are required to make a walk through the store with the Team Leader on duty. It is important that you do this yourself before your shift ends so that the store is perfect for them to observe. It saves time for everyone wanting to leave after their shift. The Team Leader will then sign your daily check list sheet and you are free to punch out. EXTRA PROJECT LIST These lists are found on the back of your checklists. Notice there are different projects for each day and shift of the week. When the Store is very busy, your Team Leader will help you determine which project is a priority. On the other hand, when things are slow this is an important use of your time. When all Checklist and Extra Projects are completed on a timely basis, we can be proud of a “sparkling” Store and Reception Center for our guests to enjoy. EQUIPMENT MAINTENANCE Sometimes the Extra Project list requires us to do Maintenance of our equipment. There are many things in the store that must be maintained and cared for properly to get the best service and longest life out of them.

Microwave Oven: Keeping the microwave spotless is important. All items placed in it must be covered to preserve cleanliness. Any spills should be wiped up immediately. A damp sponge is usually sufficient. When cleaning the microwave use the glass cleaner solution. Never place metal objects in the microwave as they will spark and damage the unit.

Stove: The stove can be used to heat soups, etc. for lunch or supper breaks. Wipe the top clean with a damp sponge or with the window cleaner solution. If you are using any of the campground pans, etc located in the kitchen, please wash, dry and put away immediately after completion.

Refrigerator: When using the fridge to keep your food cold until mealtime, remember that your food is here! Use clear plastic lunch bags with your name and the date marked plainly on them. This also includes frozen food in the freezer compartment. This will eliminate bags of old or outdated food and save time and effort in the cleaning process.

o To clean the fridge, after removing all food items, remove all drawers, shelves and compartments and wash them with warm, soapy water. Wash down the inside walls as well as the ceiling and floor of the unit. Rinse, dry and replace drawers and shelves. Wipe or wash any glass bottles and containers before putting them back in the refrigerator. Discard any spoiled condiments in jars, etc.

Walk‐In Cooler: The cooler is of major importance to the success of the store. Keep it clean and well stocked. Also, rotate the products for freshness as things go out‐of‐date relatively quickly. Frequently check the code dates and remove any out‐of‐date merchandise.

o The cooler must be maintained at a temperature between 32 and 38 degrees F. It has a thermometer that is visible from the service area. Train yourself to glance at the temperature as you pass by and report any variance outside this range to your shift Team Leader.

Freezers: Maintain the freezers like the coolers, with the stock being rotated and units cleaned and sparkling. The ice cream thermometer should show the temperature of 0 degrees F (except at 10:30 AM and 10:30 PM as these are the defrost cycles). The ice freezer should register 10‐ 20 degrees F. Report readings of unacceptable temperatures immediately to your Team Leader.

o The downstairs walk‐in ice freezer should maintain 25 degrees Fahrenheit or below (except during these defrost cycles 12:00 AM, 8AM, and 4PM). Defrost


cycles last from 10 to 30 minutes during which the temperature may go as high as 40 degrees Fahrenheit. NEVER STOCK ICE CREAM IN THE ICE FREEZER.

o When stocking the freezers please remember the following: Stock as quickly as possible Take ice cream trays out to fill so the doors can be kept closed as much as

possible Avoid restocking during the defrost cycle

EMERGENCY CLEANING If a toilet overflows (don’t worry, this is RARE), proper procedure must be followed as expeditiously as possible:

Shut off the water supply under the toilet Retrieve the mop and mop up any water Hang an “Out of Order” sign noting the date, and close the door to isolate the

guests from the problem If using the plunger seems necessary, ask the Team Leader to call Housekeeping or a

Ranger to assist. There is a plunger in the broom closet by the soda cooler. When the problem has been resolved open the water supply again, wipe down the

toilet seat, and take down the “Out of Order” sign. Be sure to have a Ranger check the computer closet downstairs to ensure that no

water leaked through the floor and into that room.


Section 8

Storeroom Procedures


STOREROOM The storeroom is located on the lower level of the Reception Center and is the hub for receiving orders and storing products used to restock shelves in the store and gift shop, as well as miscellaneous brochures, records, and team member uniforms managed by other Departments. A neat, clean, well‐maintained storeroom adds up to an efficient operation, saving time and effort. Cleaning tasks will be assigned on a daily basis on your checklists to ensure the store room is kept neat and orderly. Note: The telephone in the storeroom can be reached by dialing ext. 315 Note: The telephone by the store computer is ext. 314

When you answer either phone, you must identify yourself this way: “Hi, this is Dee in the store, how may I assist you?”

10 Guidelines When Working in the Storeroom:

1. NOTIFY your Team Leader, as well as the other Sales Assistant you may be working with, when leaving your station. If possible, plan your trips to the storeroom when few guests are present, and when someone else is available to cover the register during your absence.

2. LOCK the outside storeroom doors at all times. Only authorized personnel are allowed in the storeroom. Be aware who are you opening the door for and never leave a vendor unattended in the storeroom.

3. ROTATE stock constantly and face product label outward. This will preserve freshness and prevent outdated products, which will reflect a loss to the company.

4. WALK through the storeroom periodically to see what new items have arrived. Be familiar with what is there.

5. BREAK DOWN any boxes that have been emptied and stack them neatly beside the rubbish can for a Ranger to pick‐up.

6. PLACE rubbish bags brought from upstairs neatly outside near the wood cage. 7. TAG damaged items properly and put them in the ‘damaged items’ box. 8. LEAVE lost and found items on the appropriate shelf in that same area. 9. HANG empty clothes hangers on the correct rod. 10. TURN OFF the ice freezer light if you use it and ALWAYS close the door when leaving the storeroom. All the lights are on sensors, except the center light (over the computer area), so you only need to turn this center light on or off when needed, the others will be activated by motion. Make sure all refrigerator and freezer doors are securely closed.

ICE CREAM Use this freezer for overflow ice cream. Put boxed items in a bin. Only bring up boxes of ice cream that are needed and work quickly to put it away. Make sure you don’t forget any on the conveyor belt! BALLOONS Balloon orders are recorded on the Balloon Order Form, and the guest is charged $2 + tax for each balloon. There are two helium tanks for filling balloons. Near the helium tanks are several different colors of balloons and colored ribbon to tie the bouquet together and to a card. The card should be filled out appropriately, reflecting the guest’s Balloon Order Form. If the balloon order is to be delivered on your shift, it is okay to prepare it ahead of time. Bring the bouquet to the kitchen. Make sure to hold onto the bouquet in the store, as if it gets away it is hard to retrieve and can really wreak havoc on the fans! Also, make sure to keep the balloons away from the walls when walking to the kitchen. The textured walls pop balloons easily. Once the bouquet is in the kitchen, the Team Leader will call a ranger to deliver them. Make sure the site number is on the card. If the balloon order is for another shift or date, be sure to alert the Team Leader and mark in the log book the proper date and time delivery is expected.


Finally, keep the area neat and clean by picking up and discarding extra materials. TURN OFF THE HELIUM WHEN FINISHED AND ENTER YOUR INITIALS ON THE LOG TO INDICATE THAT YOU HAVE DONE SO. ICE The walk‐in freezer should remain neat as occasional food orders from other departments are stored in the front corners. Small ice cube bags come in sleeves of 6 or and we also have individual 16# bags, as well as sleeves of 3 blocks. Make sure the door is not left open for lengthy periods of time. Make sure that if you use the light, it is turned off when you are finished. PROPANE Flammable products are kept in the storage area. These include propane, lighter fluid, etc. Be extremely careful in handling these products. DO NOT DROP or allow them to spark as they can cause a fire. Keep matches well away from other flammables. Take note of where the fire extinguisher and exits are located. CLOTHING Our clothing supply is comprised of jackets, t‐shirts, sweatshirts, sweatpants, swimsuits, hats and shoes for both children and adults. These items are displayed on the walls above our store with a variety hung on the shirt racks or placed on shelves or cubbies. In the storeroom, you may either retrieve a specific style/color at a guest’s request or you will bring up a large selection during general stocking. Naturally, if a guest is looking for a certain size/ color that is not upstairs, you should not only bring one up for the guest but also bring a few more to be added to the upstairs shelves/racks. It is important to keep the storage cabinets and shelves neat and orderly as it gets very hectic when you are searching for a particular item for a guest. The cabinets and shelves are labeled by size, and within the cabinets the individual styles are stacked. This method also helps us accurately track inventory. DAMAGED GOODS When stocking new merchandise or while working in the store you may find broken items (cracked glass containers, badly dented items, empty packages, or otherwise generally unattractive merchandise). If this happens, please remove the merchandise, place it in a bag and write on the bag the barcode number of the item, the name/description of the item, your initials, and the date. Then place the item in the ‘Damaged’ box in the storeroom. LOST AND FOUND Our main Lost and Found is located at the Reception Center, with items being kept in the Storeroom under the ‘Damaged’ boxes. Items found or collected at the Pools, Restrooms, and Recreation Lodge and throughout the Campground are brought to the Storeroom periodically by pool staff or rangers. On occasion a guest/team member might find something in the park and bring it to the office. Please bring the item downstairs and place in appropriate bin. When a guest inquires about a lost article get a full description and some idea of when/ where the item was lost. If it was within recent hours and we don’t have it you may suggest that he/she check at the Pools or Rec Lodge. As with any other area, please assist with keeping items neat and orderly for easy retrieval.


STOCKING (A) Storeroom Once items are priced, they are ready to be neatly placed in appropriate areas on the storeroom shelves. Items should remain in boxes only if they are difficult to place otherwise. It is important that all items are visible so they can be retrieved quickly and taken upstairs when needed. To make sure that newly arrived items have been brought up to the store, occasionally walk through the storeroom. We need to make sure that all items are available to the potential buyer. (B) Store When working in the store you should fill in the stocking list of items that need to be brought from the storeroom as time permits. Our goal is to keep shelves and rods full, neat and orderly. Additional items should be brought up whenever there is any room in order to keep the maximum number of items available to the guests. Once merchandise has been brought upstairs it is ready to be placed on a shelf. It is good practice to put new merchandise behind existing items so the older items will be sold first. This is called ‘rotation.’ All products in the store should be rotated whenever possible. Merchandise should also be straightened daily with labels facing forward in a neat and attractive manner. (C) Conveyor Belt The conveyor belt can be a great help to you; however, proper use is IMPERATIVE.

1. Place all items except wood bundles and ice sleeves in boxes or plastic bins. This prevents spills, breakage, and loss of small items off the sides.

2. No trash is to be put on the conveyor belt as it can easily spill/break. Trash bags must be hand‐carried down the stairs!

3. When transporting ice on the belt, do not place so much on it that much of the ice will thaw and melt before you have time to put it away. If the floor does get wet, be sure to mop and put out a “Wet Floor” sign.

4. If the breaker trips when using the conveyor belt, the #6 breaker needs to be reset. It is located on the electric panel board in the electrical control room (the door at the far end of the downstairs corridor). Please ask a Team Leader or ranger for assistance.

(D) Chiller The walk‐in chiller is organized from the right back corner. It is important that everyone who goes back there carefully maintains order, as it will make life MUCH easier for everyone! There are two important things to remember. First, make sure things go in the proper slots. Be careful, as some things (like Diet Coke and Caffeine‐Free Diet Coke) have very similar labels. Also, do not remove bottles in the corner of the crates. These are the bottles that support our stacks and if you take them out then everything will fall! As with the store shelves, we like to keep all the beverages on the sales racks. Front labels should face the outside so as to be neatly visible to the guest. Empty boxes and soda crates should be put on the conveyor belt and sent downstairs. The boxes should be flattened and brought to the store room and recycled, the crates stacked neatly outside on the back deck for pickup by the soda vendors. The chiller is equipped with a security camera to ensure all products are delivered, kept and sold in the correct area/ fashion.


(E) Milk Deliveries MAKE EVERY EFFORT to assist the milk delivery driver when they arrive. There is always a print out of what is being delivered that day, so you can verify what the driver has delivered.

If you happen to miss the delivery driver, retrieve the yellow delivery slip from the Kitchen table area.

Go inside the chiller and check off on the list that each item on the slip was delivered. Check to make sure that the expiration date is at least two weeks out from the date of delivery. If it is within 2 weeks, please let Dee or your Team Leader know before the delivery driver leaves (if the delivery driver is gone please let Dee know via email/voicemail).

USING OLDEST MILK FIRST, fully stock each row of milk and orange juice, putting the oldest in first so it will be the first one our guests grab when opening the door.

Do the same with the half & half pints.

Put all butter block pounds, margarine tubs and other dairy on the shelves.

With the oldest eggs stocked first, fill in as many as reasonable behind them.

Inside the chiller, stack older remaining crates of milk by type (1%, 2%, etc.) ON TOP of crates of new milk.

Be sure to leave the delivery slip for Dee so inventory can be updated.

On occasion we have expired milk that needs to be pulled. In the past, the milk company would take back the cartons for credit, they no longer take the cartons back. If you have any expired milk, please pull from the shelf and leave in a milk crate labeled "expired". When the milk delivery gentleman comes the next time, he will count the amount of expired milk for credit. You will then empty out the milk carton and dispose of the empty milk cartons in the blue recycling bin on the back deck.

Empty milk crates go on the back deck During the season we have scheduled pancake breakfasts for our guests to enjoy. When this happens, a specified portion of our received milk delivery is for the breakfast. You will be made aware of how many and what items to put aside.

● You will place them in a milk crate inside the cooler with a piece of paper marked “pancake breakfast” with your initials.

● You need to deduct these items from our inventory by performing a “vendor payout” listing Recreation as the vendor. Vendor Payout instructions are located in Section 7.

● After the breakfast, unused items may be returned to you to place back in the chiller for sale. If this happens the product must go back into our store’s inventory. The steps to follow are shown in Vendor Payout instructions in Section 7.

Documents

Section 5 Camp Store Basics - normandyfarms.com...The focal point of all we do in the Camp Store is at the cash register. While our cleaning and stocking duties are important, they