The document provides an orientation for volunteers working on the snack cart at Hotel Dieu Hospital. It details the various duties involved in operating the snack cart including stocking supplies, preparing drinks and snacks, making rounds to patient areas with the cart, providing good customer service, and ensuring clean-up at the end of the shift. All proceeds from the snack cart go to the hospital's Volunteer Services to purchase equipment and supplies to support patient care.

1. Snack Cart VolunteerSnack Cart Volunteer
OrientationOrientation

2. Thank you for donating your time to Hotel Dieu
Hospital, and the Snack Cart.
The cart is operated by Volunteer Services (the
auxiliary at HDH). All funds raised from the cart go to
supporting health care at HDH by purchasing
necessary supplies and equipment. So, proceeds
from the cart go directly to improve care and patient
experiences at the hospital.

3. The information presented here is meant to augment
but not replace on-the-job training.
We will take you through the primary duties of
offering the snack cart service, but you will still
participate in a minimum of 2 training shifts with an
experienced volunteer.

4. So, what does a snack cartSo, what does a snack cart
volunteer do?volunteer do?

5.  Sign-in.
 Obtain keys for volunteer
lounge if you want to leave
your personal items there.
 Always wear your
identification badge and
smock.

6.  Locate the snack cart from
storage area, adjacent to staff
lounge, and proceed to Catering
room located off staff lounge.
(remember we will walk you through all of this too!)

7. ENSURE THE
CART IS CLEAN
BEFORE YOU DO
ANYTHING ELSE.
You can get dish soap and a
cloth from the back kitchen or fill
a pail with soap and water.
Should the mat need cleaning
ask staff to put it through the
dishwasher.

8.  Make 2 pots of
regular coffee.

9.  Fill storage bins with
ice for the lower
shelf of the cart
(where you will keep
creamers, pop
sandwiches, etc.)
 Restock chips and
candy bars from the
Catering room.

10.  Restock supplies as needed (cups, lids, napkins,
straws, stir sticks, etc.)
 Obtain basket of cream/
milk from the refrigerator.
 You should have a reusable
plate and spoon on the cart
for stirring tea/coffee.

11.  Wash hands and then
proceed to Café with
a small cart to stock
with supplies (drinks,
pastries, muffins,
etc).

12.  Use the Snack Cart Packing Checklist to ensure
that “popular” items are available on the cart.
 Ensure all food items are individually wrapped or
in paper bags before proceeding.
 The exception is muffins and baked goods which
are left unwrapped on a plastic covered tray so
customers can easily see the options.

13.  Remember you are
representing Hotel
Dieu and need to
practice a high
level of health,
safety and infection
control.
 Hand wash or sanitize often and always use tongs
to handle food items.

14. We are blessed with very
helpful and kind kitchen
staff so ask if you have
questions.
That said, respect that they are incredibly busy so they
need you to be as efficient as possible when in the café
area.
You can always approach Eugene (the Manager of
Volunteer Food Services) with questions or concerns.

15.  Next you retrieve the
cash box from the Café
and ensure that you
have sufficient change
($50.00 float with plenty
of toonies, loonies,
quarters, dimes, and $5
bills).

18.  Once you are all
stocked up,
ensuring everything
is clean and tidy,
use the Service
Elevator, and begin
your travels to each
clinic/ waiting area.

19. Your Travel Route:
When you leave the staff lounge go right up to the 7th
floor waiting room. Walk towards reception turn right,
go to end of hallway and take back elevator to the 6th
floor eye clinic waiting areas. Walk to end of hall, turn
left, and go back to service elevator. Go to 5th
floor
waiting rooms, walk to end of hall and take back
elevator to 4th
floor.
After 4th
floor go to 2nd
floor, and then the Brock 1 clinic,
COPC and Urgent Care.

20.  Be sure to park the cart in a convenient manner so
as to not impede traffic flow or computer sign-in
kiosks.
 Be conscious of your cash and security issues.

21.  Some individuals may wish to donate their
change. Thank them and inform them their
contribution goes to Volunteer Services (HDH
Auxiliary) to purchase needed equipment and
supplies for the hospital. In fact, all proceeds from
the Snack Cart go directly to Volunteer Services!

22.  When travelling down
a hall in a clinic IF the
doors are open and
IF a patient is sitting
alone waiting you can
quickly and discretely
ask if they would like
a coffee or snack.

23. HOWEVER
If a patient is with a medical professional NEVER
interrupt.
On Johnson 4 if a customer wants something ask if
they are having a procedure done or waiting for
someone having one done. Patients are generally
fasting for a procedure to be done and having anything
could mean rescheduling everything!

24. Customer Service TipsCustomer Service Tips
• Many visitors to HDH are anxious and scared.
Your kindness can go a long way in making their
time here less stressful.
• Always approach people with a smile and ask if
they would like a coffee, tea or snack.
• The prices for items are posted. Occasionally you
will come across someone without the money to
pay. If this happens tell them their coffee is a gift
from Volunteer Services.

25. • Staff are also frequent customers of the snack cart
and will look forward to your arrival each week.
• Remember you are representing Hotel Dieu
Hospital in all your interactions.
• Have fun with the job. Smile, be positive, be
respectful. Take your cue from the customer.
• Your job is to raise money to support Volunteer
Services in their work, but also always providing
a positive customer experience.

26.  At the end of your shift, move cart to the café
area and return all stock to their original
locations.
 All chips & chocolate bars do not need to be
restocked but simply left in a bin in the Catering
room for the next volunteer to retrieve.

27.  Return to the staff lounge, empty and clean bins;
clean cart of coffee stains, empty garbage, etc.
 Coffee, hot water and ice should be discarded
into the sink located in the staff lounge and
coffee urns need to be rinsed clean.

28.  Retrieve all cash from the cart and proceed to
count funds. A float of $50 must be returned to the
Cash Box.
 Complete the float sheet and leave it in the cash
box with the float for the next volunteer.
 Return the cash box to drawer.
Be sure to lock the drawer and
return the key.

29.  Hand the cash from
sales (minus the float)
and Sales Review
Form to the Café staff
on the cash register
(when they are not
busy serving
customers).
 They ring your sales
in.

30.  Return the cleaned cart to storage area, adjacent
to staff lounge.
 Report any incidents or concerns to Eugene.
 Check your smock is clean and
take it home to launder if not.
 Sign out.

31. Additional notes:
You may run out of supplies. Please return to Café & restock
when/if it is practical.
If a Code is sounded that relates to your area please proceed
to move the cart, cash and yourself to nearest “safe” zone;
however, if taking the cart is not practical please store cart
behind reception of the area and take the cash and yourself to
the nearest safe zone.
When first round is complete, restock cart and repeat previous
steps if time allows.

32. Just one of the many ways
money raised from the
snack cart helps Volunteer
Services help Hotel Dieu
Hospital.
Thank you for making
visits to the hospital more
pleasant for patients, and
helping to improve care!