Sa3 Orientation


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Sa3 Orientation

  1. 1. Welcome UCSC Dining Student Staff Student Employee Orientation SA3
  2. 2. Welcome to UCSC Dining <ul><li>We are committed to creating a diverse, safe, fun and trusting environment for our guests and team; building an innovative dining program providing high quality service and food while embracing social, nutritional and financial responsibilities. </li></ul>Our Mission Statement Today you will learn what it means to be part of University Dining. You will learn of all the dining units and the many options that we have to offer. And most importantly you will train in all areas of costumer service, food safety and supervision. Congratulations and welcome to our team
  3. 3. Department Overview <ul><li>Dining on Campus </li></ul><ul><li>Five Dining Halls </li></ul><ul><li>Porter/Kresge, College 8/Oakes, Crown/Merrill, Colleges 9/10, Cowell/Stevenson </li></ul><ul><li>Four Perk Coffee Carts </li></ul><ul><li>Natural Sciences, Earth & Marine Sciences, Baskin Engineering, and McHenry Library’s self serve coffee cart </li></ul>Oakes Café @ Oakes College Owl’s Nest @ Kresge Café Banana Joe’s @ Crown College Catering Department Terra Fresca Restaurant at University Center
  4. 4. Work Stations <ul><li>All dining halls have their own unique set up, but for the most part they all have the following stations </li></ul><ul><li>Cashier </li></ul><ul><li>Line Runner </li></ul><ul><li>Cook’s Assistant </li></ul><ul><li>Pantry </li></ul><ul><li>Bev/Des </li></ul><ul><li>Dining Room </li></ul><ul><li>Dish-room </li></ul><ul><li>Pizza </li></ul>And SA3 has a combined experience of all this areas and plus
  5. 5. STUDENT EMPLOYEES Uniforms & Attendance <ul><li>UNIFORMS </li></ul><ul><li>When working, Students are required to: </li></ul><ul><li>Wear Blue T-SHIRT (no white uniform shirts) </li></ul><ul><li>Wear name tag </li></ul><ul><li>Wear UCD Hat/Visor or hairnet </li></ul><ul><li>Clean & Neat Pants (no holes, no shorts) </li></ul><ul><li>Close-toed shoes with water resistant soles (no sandals) </li></ul><ul><li>Policy </li></ul><ul><li>1st time out of uniform. . . . . Verbal Warning </li></ul><ul><li>2nd time out of uniform . . . . Documented Warning </li></ul><ul><li>3rd time out of uniform . . . . Sent home to change with unexcused tardy notation </li></ul><ul><li>4th time out of uniform . . . . Removed from the schedule for the rest of the quarter </li></ul><ul><li>ATTENDANCE </li></ul><ul><li>Your shift is your responsibility. </li></ul><ul><li>If you can not work your shift you must fill out a sub sheet 2 weeks in advance and find another student to cover for you. </li></ul><ul><li>If your sub sheet has not been filled at least 2 days before your scheduled shift, you must talk with a Manager. </li></ul><ul><li>You can miss up to 2 shifts per quarter with the expectation that you call in. </li></ul><ul><li>The first No Call-No Show will result in a verbal warning (except during finals week) </li></ul><ul><li>The second No Call-No Show you will be pulled from the schedule, return to work next quarter at the discretion of the Unit Manager (except finals week). </li></ul><ul><li>The third No Call-No Show you will be released. </li></ul><ul><li>If you are going to be more than eight minutes late, it is your responsibility to call to advise the manager on duty. </li></ul><ul><li>Finals’ Week Policy </li></ul><ul><li>For every shift a student drops they must pick up another shift to replace it. If they drop a shift and do not pick up another they are released. If a student No Call-No Shows during finals week they are released. All sick calls during finals week require a Doctors note. </li></ul>
  6. 6. Customer Service
  7. 7. Customer Service <ul><li>Students </li></ul><ul><li>Faculty and Staff </li></ul><ul><li>Guests of the University </li></ul><ul><li>Summer Conferences </li></ul><ul><li>Our Colleagues </li></ul><ul><li>Freshly prepared foods </li></ul><ul><li>Convenient location </li></ul><ul><li>Excellent value for the money </li></ul><ul><li>Good variety of food offerings </li></ul><ul><li>Consistent quality of service </li></ul>Who Is Your Customer? What Do Your Customers Expect?
  8. 8. Six Essential Tips for Great Customer Service <ul><li>Speak well of your organization </li></ul><ul><li>Respond quickly and cheerfully to all customers </li></ul><ul><li>Prioritize work when customer needs arise (our customer is always first) </li></ul><ul><li>Greet all customers with a smile </li></ul><ul><li>A positive first impression goes a long way </li></ul><ul><li>Practice friendly body language and eye contact </li></ul>1-Maintain and Attitude of Service Excellence <ul><li>Learn how to read your customers </li></ul><ul><li>Recognize all customer needs and respond with quickness </li></ul><ul><li>Identify customer needs expressed verbally and non-verbally </li></ul>2-Identifying Customer Needs 3-Use Customer Friendly Body Language and Words
  9. 9. Six Essential Tips for Great Customer Service 4-Practice Excellent Service at Every Customer Contact Point <ul><li>Be attentive </li></ul><ul><li>Keep all customer areas clean and neat </li></ul><ul><li>Address small problems on the spot before they become bigger ones </li></ul>5-Handle Difficult Customers With Care <ul><li>Always apologize </li></ul><ul><li>Act quickly and thank the customer for letting you know of a need </li></ul><ul><li>You have the power to turn a bad situation into a good one </li></ul>6-Exceed Customer Expectations <ul><li>Anticipate needs and special request </li></ul><ul><li>Your quick response can make a big difference </li></ul><ul><li>Don’t be afraid to go the extra mille </li></ul>
  10. 10. Teamwork and Flexibility At College 8 Dining Hall we believe Teamwork is the most essential part of our operation. Helping other employees when they need it benefits both the costumer and the positive atmosphere of the Dining Hall. During busy periods it is just as important to ask for help as it is to be willing to give a hand. As a food service worker be prepared to learn and work at any of our service areas.
  11. 11. The Role of The SA3 <ul><li>Is to lead by example and team work </li></ul>
  12. 12. As and SA3 <ul><li>Your are the leader to carry out these principals and share them with all your student coworkers </li></ul><ul><li>Be ready to be asked many questions </li></ul><ul><li>To be looked up for guidance </li></ul><ul><li>And to be hold accountable for your mistakes </li></ul>
  13. 13. Being an SA3 <ul><li>Gives you the opportunity to develop your: </li></ul><ul><li>Problem solving skills </li></ul><ul><li>Organizational skills </li></ul><ul><li>Ability to lead </li></ul><ul><li>Communication skills </li></ul><ul><li>Office management skills </li></ul><ul><li>Training and development </li></ul><ul><li>Time management skills </li></ul><ul><li>And more </li></ul>
  14. 14. Be Exited <ul><li>This experience will go with you any where you go </li></ul><ul><li>It will show on your work ethic </li></ul><ul><li>It will open doors for you </li></ul><ul><li>It will be full of challenges </li></ul><ul><li>But you will get all the tools and help to overcome them </li></ul>One of the best things about being a leader is to see the change that come from all your hard work
  15. 15. CASHIER TRAINING <ul><li>STUDENT JOB DESCRIPTION </li></ul><ul><li>Cashier </li></ul>The cashier is one of the most important positions in the dining hall. Not only you are the first impression of the dining hall, but you are also the last one. In addition to your friendly greeting you will be required to be familiar and trained in all university cash handling policies and procedures.
  16. 16. Line and Display You will work with the senior cook, ensure that hot food is well-stocked and served in clean containers with appropriate utensils. Know what items are being served. Keep all counter surfaces and floor clean.
  17. 17. Cook’s Assistant You will work with the senior cook, ensure that hot food is well-stocked and served in clean containers with appropriate utensils. Follow safety procedures when assisting in the preparation of the meal. Keep all counter surfaces and floor clean. Assist cook with deep-fried or grill items.
  18. 18. Bev/Des This position fills and maintains all the beverages (sodas, juices, milks, teas and coffees), desserts, pastries, ice cream, soft serve, yogurt, toppings, cereals, bread and bagel bar, (including butter, margarine, peanut butters, jelly and cream cheese). Keep all counter surfaces and floors in your area clean.
  19. 19. Dining Room In this position you will be responsible for keeping all tables, chairs, center napkin holder, salt and pepper and table tents clean and organized. You will also be the first person to respond to any spills as to prevent any accidents in our unit. It will be your responsibility to keep all floor areas in the dining hall clean and dry.
  20. 20. Dish-Room This position is responsible for the proper washing , rinsing and sorting of all dishes, pots, pans, serving containers, utensils, glass and silverware. Proper operation of the dish return and dishwasher must be followed. Water must be changed in the dish machine as necessary. Sanitary handling and storage procedures of all clean items must be followed. The return window should be cleaned and sanitized on a regular basis. All carts must be kept clean and sanitized. As needed, garbage cans in the servery and kitchen should empty and bags changed.
  21. 21. Salad Bar & Deli Bar This position is responsible for prepping, stocking and maintaining the salad and deli bars with fresh product. Insure that all product is fresh and in clean containers. Insure that all products are backed up and ready to be use for next shift. Wipe down counter frequently. Keep bread and rolls stocked and remove any empty bread bags.
  22. 22. Safety When you think about working in the restaurant industry, think safety first. In the next sections you will learn about the proper handling of food, how to set up a station to start working, Cutting techniques and steps to follow when operating a convection oven.
  23. 23. <ul><li>Food-borne Illness </li></ul><ul><li>Disease carried or transmitted to people by food </li></ul><ul><li>Food-borne-Illness Outbreak </li></ul><ul><li>Incident in which two or more people experience </li></ul><ul><li>the same illness after eating the same food </li></ul>Providing safe food
  24. 24. <ul><li>Food Favoring the Rapid Growth of Microorganisms </li></ul>Potentially Hazardous Foods
  25. 25. <ul><li>Temperature Danger Zone </li></ul><ul><li>41° - 135° Fahrenheit </li></ul><ul><li>When holding potentially hazardous hot food </li></ul><ul><li>Hold it at an internal temperature of 135  F (57  C) or higher </li></ul><ul><li>Stir it at regular intervals to distribute heat evenly </li></ul>Holding Potentially Hazardous Hot Foods
  26. 26. <ul><li>When holding potentially hazardous cold food: </li></ul><ul><li>Hold it at an internal temperature of 41  F (5  C) or lower </li></ul><ul><li>Do not store food directly on ice </li></ul>Holding Potentially Hazardous Hot Foods
  27. 27. Minimizing Contamination During Service <ul><li>To minimize the risk of contamination when serving food, kitchen staff should </li></ul><ul><li>Store serving utensils properly </li></ul><ul><li>Use serving utensils with long handles </li></ul><ul><li>Use clean and sanitized utensils for serving </li></ul><ul><li>Minimize bare-hand contact with food that is cooked or ready-to-eat </li></ul><ul><li>Practice good personal hygiene </li></ul>
  28. 28. <ul><li>Handling Food, Glassware, Dishes, and Utensils </li></ul>Minimizing Contamination During Service RIGHT WRONG RIGHT WRONG RIGHT WRONG RIGHT WRONG RIGHT WRONG RIGHT WRONG RIGHT WRONG RIGHT WRONG
  29. 29. <ul><li>Personal Behaviors That Can Contaminate Food </li></ul>How Food-handlers Contaminate Food A B C D E F G H Scratching the scalp Running fingers through hair Touching the nose Rubbing an ear Touching a pimple/sore Wearing a dirty uniform Coughing/sneezing into the hand Spitting
  30. 30. Food handlers should Wear a clean hat or other hair restraint Wear clean clothing daily Remove aprons when leaving food-preparation areas Remove jewelry Wear clean, closed-toe shoes Components of a Good Personal Hygiene Program A B D C E E D C B A
  31. 31. <ul><li>What’s Wrong with This Picture? </li></ul>Apply your knowledge
  32. 32. Cutting Station Safety Tips <ul><li>What do I need? </li></ul><ul><li>A clean working station </li></ul><ul><li>table, sink, floor </li></ul><ul><li>What tools do I need? </li></ul><ul><li>A clean uniform </li></ul><ul><li>Apron </li></ul><ul><li>Trash can </li></ul><ul><li>Sanitizing water </li></ul><ul><li>Cleaning rags </li></ul><ul><li>Sharp knife </li></ul><ul><li>Cutting board </li></ul><ul><li>Plastic gloves </li></ul><ul><li>Cutting glove </li></ul><ul><li>Safety mat </li></ul>Before You Start Cutting
  33. 33. What do they look like?
  34. 34. Cutting Station Safety Tips <ul><li>Wet clean towel and place on table </li></ul><ul><li>Place cutting board on top of your towel </li></ul><ul><li>Make sure that you have a mat to stand on </li></ul><ul><li>Wash your hands </li></ul><ul><li>Put on a pair of plastic gloves </li></ul><ul><li>Put on cutting glove on your holding hand and put a second plastic glove on top of your cutting glove </li></ul><ul><li>Always cut away form your hand not towards it </li></ul><ul><li>Hold knife firmly and don’t get distracted </li></ul><ul><li>If people talk to you keep your eyes on your cutting </li></ul><ul><li>Never cut and look away at the same time </li></ul><ul><li>Always cut on firm surfaces </li></ul><ul><li>Always use a sharp knife </li></ul>Cutting Tips Set up Tips before I start cutting
  35. 35. Break Down Station <ul><li>Clean and sanitize knife </li></ul><ul><li>Take cutting board to the dish room </li></ul><ul><li>Clean and Sanitize table and sink </li></ul><ul><li>Empty trash can if full </li></ul><ul><li>Put away any empty boxes </li></ul><ul><li>Put away any left over items </li></ul><ul><li>Sweep and mop floor if needed </li></ul><ul><li>Never, never, never, take your knife to the dish-room </li></ul>
  36. 36. Station Setup <ul><li>Before You Start </li></ul><ul><li>Ask Yourself The Following Questions </li></ul><ul><li>What do I need? </li></ul><ul><li>What tools do I need? </li></ul><ul><li>Where are this things located? </li></ul><ul><li>How do I perform the task that has been appointed to me? </li></ul><ul><li>And at last do I have any additional questions? </li></ul>
  37. 37. HANDWASHING LESSON PLAN <ul><li>PROBLEM </li></ul><ul><li>At every step of the way in a restaurant, from receiving, re-stocking, cooking, serving and cleaning – food-handlers can contaminate food and cause customers and fellow workers to become ill. </li></ul>
  38. 38. HOW? <ul><li>Food-handlers can cause illness when they transfer microorganisms to food they touch. Many times these microorganisms come from the food handlers themselves. </li></ul><ul><li>Food handlers can contaminate food when they: </li></ul><ul><li>Have a food-borne illness (salmonella, Shigella, Hepatitis A, etc) </li></ul><ul><li>Show symptoms of gastrointestinal (stomach or intestine) illness </li></ul><ul><li>Have infected lesions (wounds or injuries) </li></ul><ul><li>Live with, or are exposed to, a person who is ill </li></ul><ul><li>Touch anything that may contaminate their hands </li></ul>
  39. 39. SIMPLE ACTS TO AVOID <ul><li>Simple things people do can contaminate food. When you’re working around food, you want to avoid: </li></ul><ul><li>Scratching your scalp or touching your (or someone else’s) hair. </li></ul><ul><li>Wiping or touching your nose, mouth or face. </li></ul><ul><li>Touching a pimple or open sore </li></ul><ul><li>Wearing a dirty uniform </li></ul><ul><li>Coughing or sneezing into a hand. </li></ul><ul><li>Spitting. </li></ul>
  40. 40. HANDWASHING <ul><li>Simple, consistent and proper hand-washing can prevent most cases of food-borne illnesses. </li></ul><ul><li>Wet hands with running water as hot as you can comfortably stand (at least 100f/38c) </li></ul><ul><li>Apply soap </li></ul><ul><li>Vigorously scrub hands and arms for twenty seconds </li></ul><ul><li>Clean under fingernails and between fingers </li></ul><ul><li>Rinse thoroughly under running water </li></ul><ul><li>Dry hands with a single-use paper towel </li></ul>
  41. 41. MUST WASH <ul><li>Food-handlers must wash their hands before they start work and after the following activities: </li></ul><ul><li>Using the restroom </li></ul><ul><li>Handling raw food (before and after) </li></ul><ul><li>Touching the hair, face, or body </li></ul><ul><li>Sneezing, coughing, or using a handkerchief or tissue </li></ul><ul><li>Smoking, eating, drinking, or chewing gum or tobacco </li></ul><ul><li>Handling chemical that might affect the safety of food </li></ul><ul><li>Taking out garbage or trash </li></ul><ul><li>Clearing tables or busing dirty dishes </li></ul><ul><li>Touching clothing or aprons </li></ul><ul><li>Touching anything else that may contaminate hands, such as unsanitized equipment, work surfaces, or washcloths </li></ul>
  42. 42. GLOVES <ul><li>Gloves must never be used in place of hand-washing. Hands must be washed before putting on gloves and when changing to a fresh pair. Food-handlers should change their gloves: </li></ul><ul><li>As soon as they become soiled or torn. </li></ul><ul><li>Before beginning a different task </li></ul><ul><li>At least every four hours during continual use, and more often when necessary </li></ul><ul><li>After handling raw meat and before handling cooked or ready-to-eat food </li></ul>
  43. 43. Green Business Training Guide: Staff and Student Employees <ul><li>UC Santa Cruz Dining has joined the green certification process of The Monterey Bay Area Green Business Program which is a highly motivated group that collaborates with environmental government agencies, local/regional businesses, utilities and nonprofit organizations to promote businesses that are conducted in an environmentally responsible way. UC Santa Cruz Dining is committed to bringing its customers quality service and food items and has taken on bringing a new level of environmental consciousness and practice into the workplace. These new environmentally friendly practices will provide healthy and sustainable service to our customers. To be certified &quot;green,&quot; participants (UC Santa Cruz Dining) must be in compliance with all regulations and meet program standards for conserving resources, preventing pollution and minimizing waste. Meeting the standards of green certification is a team effort where every team member (staff, workers, students) does their part to keep University Dining Green. </li></ul>
  44. 44. Green Business <ul><li>Being certified as a green business is a responsibility and must be taken serious. Some of the requirements to be certified green require a change in how the dining services are operated. Some of the changes will begin with basic employee practices such as cleaning, waste disposal and resource usage. The following are areas that staff can take a role in to help our Dining locations be as green as possible. </li></ul>
  45. 45. Handling of fats oil and grease (Disposal ) <ul><li>Residual fats, oils and grease (FOG’s) from food businesses enter the city’s sanitary sewers on a regular basis. These sanitary sewers are NOT built to handle these types of waste and become clogged and overflow. The best way to keep them from occurring is to prevent FOG’s from the work place from reaching the sewers in the first place. Here are some ways to do this: </li></ul><ul><li>When scraping greasy cookware/items use a rubber scraper. Scrape grease from trays, grills and pans into a sealed waste grease container which will later be emptied into the FOG waste bin located on the premises. Make sure that grease stays out of the sinks, dishwasher and drains to ensure that FOG’s stay out of the sewer system. </li></ul><ul><li>Keep a container for grease in the dish room. This is to be used for small amounts of grease only that normally would not have been taken out to the grease bin. This will help keep grease out of the drains. When the container is half full it should be disposed of into the main grease bin. </li></ul><ul><li>Utilize filtering drain plugs or screens that allow drainage of liquids but not solids when available to minimize the FOG’s going down the pipes. Drain plugs such as these are used in our steam tables. Make sure to let a manager know if any screens are missing from steam table wells. </li></ul><ul><li>Make sure to pay attention to signs posted about proper grease disposal in certain areas. </li></ul>
  46. 46. Grease in Drains and Housekeeping <ul><li>All floor and sink drains in the dining halls go to a central sewer system and the waste from the sewer eventually returns to the waterways. Keeping grease out of these drains is crucial to a green business. </li></ul><ul><ul><li>Use paper towels when cleaning up grease spills to prevent the washing grease from a cloth towel into the drains. </li></ul></ul><ul><ul><li>Never hose down floor mats in an area where the waste water would flow down into the drain directly. The floor mats must be washed in an area where the drain is secured with a grease trap or interceptor. </li></ul></ul><ul><ul><li>Always use dry clean up methods before using any method with water. This will cut down the possibility of grease getting into the sewer. Some of these include: </li></ul></ul><ul><ul><li>Sweeping before mopping up spills, debris, and garbage </li></ul></ul><ul><ul><li>. </li></ul></ul>
  47. 47. <ul><ul><li>Scraping food off before rinsing it off of a surface </li></ul></ul><ul><ul><li>Dry sweep/clean outdoor areas and directly deposit debris into proper disposal containers. </li></ul></ul><ul><ul><li>Wiping surfaces off (recycled paper towels, dry towels) to prevent contaminated liquid waste </li></ul></ul><ul><ul><li>Only soapy water from mopping is discharged to the sanitary sewer, not the storm drain. </li></ul></ul><ul><ul><li>Immediately clean up floor/surface spills to prevent the spill from being tracked around or spreading (possibly into the sewer drain) </li></ul></ul><ul><ul><li>No equipment should be washed outside where the waste water could reach the storm drain or nearby water way. </li></ul></ul><ul><ul><li>Do not place left over liquids into the garbage or the dumpster. </li></ul></ul><ul><ul><li>Do not directly clean/hose down the outside dumpster or garbage cans. </li></ul></ul><ul><ul><li>Close dumpster lids at night and when raining </li></ul></ul>Grease in Drains and Housekeeping
  48. 48. Recycling <ul><li>One of the most important aspects of green practices is returning materials used so that they can be used again (recycling). </li></ul><ul><li>Some of the main things to recycle are: metal, plastic, glass and paper. </li></ul><ul><li>A lot of materials used in dining services recyclable and should be recycled at every opportunity! Recycling containers are located in the ding halls for the proper disposal of these times. </li></ul><ul><li>If you do not know if something is recyclable or not, ask a manger and they can tell you if it is or not. </li></ul>
  49. 49. Spill Prevention and Response <ul><li>Empty containers before they are completely full to prevent easy spillage. </li></ul><ul><li>Wipe up grease spills rather than hosing down or use the absorbent material (xtrasorb) provided by the dining hall for serious spills. </li></ul><ul><li>Other </li></ul><ul><li>Faucets are equipped with aerators to control the flow of water from them. The aerator is the round piece at the end of the faucet that the water comes out of. Aerators should never be taken off, or tampered with. The screens inside of them are to be left in place. </li></ul><ul><li>Green Appreciation-employees and staff will be rewarded and given recognition for displaying sound environmental practices. Green WOWs will be awarded to signify that person’s commitment to the environment. </li></ul><ul><li>Cleaning off dusty lights, heating vents and fans can increase their efficiency which will decrease the energy needed to run the equipment. </li></ul>
  50. 50. Storage Room Etiquette <ul><li>Every employee must follow the same steps when retrieving an item from one of our storage areas. </li></ul><ul><li>These areas include: </li></ul><ul><li>Dry Storage </li></ul><ul><li>Dairy Walk-in </li></ul><ul><li>Produce Walk-in </li></ul><ul><li>Freezer </li></ul><ul><li>Reach-ins (Refrigerators) </li></ul><ul><li>Every employee will be responsible for keeping each area clean and organized throughout their shift. </li></ul><ul><li>Every employee must clean all spills immediately </li></ul><ul><li>Take out any empty boxes or containers bags) </li></ul><ul><li>Cover and seal all containers after retrieving needed product </li></ul><ul><li>Never leave anything without a proper label </li></ul><ul><li>Never leave anything on the floor </li></ul><ul><li>Always put product back where it belongs </li></ul><ul><li>If you are not sure about the proper place for an item please check with a manager </li></ul><ul><li>The most important aspect to remember is rotation. </li></ul><ul><li>Every time you go in to one of these areas you must check for the dates and labels on every package to ensure that you are using the items that need to go out first. FIFO-(firs in first out) </li></ul>