This document provides a guide for training new employees during periods of labor transition at Suburban Ice Macomb. It outlines the purpose and scope of the project, which is to provide a written training manual to accelerate the process of developing knowledgeable employees. The guide describes the responsibilities and duties for various roles in the cafe, office, and maintenance/skate guard positions. It suggests a multi-phase training process including shadowing a mentor, group meetings, and individual reviews to ensure a stable transition for both new employees and the organization.

1. Nikita Petrovskiy
Facility Supervisor
Suburban Ice Macomb
7/1/2016
Project: Suburban Integration
A comprehensive guide to providing employees and employers
with a stable transition of labor
54755 Broughton Rd, Macomb, MI 48042
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2. Table of Contents
I. Purpose and Scope of Project: Suburban Integration
II. Employee Mission Statement
III. Cafe Responsibilities
IV. Office Responsibilities
V. Maintenance/Skate Guard Responsibilities
VI. The Big Picture: Dealing With Change
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3. I. Purpose and Scope of Project: Suburban Integration
This handbook is designed to conserve time and labor hours involved in the training and
immersement of new employees during periods of labor transition, especially a rapid
influx/outflux of individuals due to seasonal employment or leaving the region for educational
purposes. As new hirees begin their careers, many institutions train these individuals on a mostly
verbal basis, leaving a certain degree of room for confusion or lack of clarity on essential
responsibilities. This program is meant to serve as a remedy to this dilemma; by providing new
employees with a written handbook and visual outline of their initial training period, these
individuals can develop a better conception of Suburban Sports Group’s expectations of them. As
a result, we as an institution may expect to develop dedicated, driven and knowledgeable
employees at an accelerated pace. This program is a tentative outline and can be modified to fit
each rink’s scenario, leaving details of Project: Suburban Integration up to the managerial staff.
With regards to the scope and parameters of this project, it is recommended that new
employees be educated through a number of transitional phases. Upon completing their final
interview and accepting a job offer at Suburban Sports Group, hirees may receive this
informational pamphlet to read sign at home. In the future, a smaller, more mobile pamphlet may
be designed to be carried with new employees which will be tailored to their specific role.
Consequently, phase two of the training process may be a close partnership, or “shadowing”
period, with a more experienced personnel member; this is where more intricate details of the job
will be discussed and reviewed on a peer basis, allowing for the new employee to establish a
bond with their temporary mentor. Upon the General Manager’s satisfaction of completed hours,
and depending on the amount of new hirees accepted at a given time, the staff may organize a
brief meeting to share first impressions and concerns of new employees in a collective
environment. Finally, it could be beneficial to hold a short, individual meeting between a new
hiree and their mentor/manager/supervisor after roughly a month of employment; this is similar
to our yearly employee reviews, except this is done shortly after initiation to catch any mistakes
or concerns early in the process as to not let them develop into unproductive habits.
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4. II. Employee Mission Statement
I, ________________, will strive to uphold the reputation of Suburban Sports Group by
doing my best to facilitate positive relationships with customers and staff, acting with honesty
and integrity in situations of ethical nature, and working towards the progress and betterment of
our organization.
III. Cafe Responsibilities
A position in the cafe requires one to have excellent social skills and an eagerness to
provide customers with our exceptional, trademark Suburban service. Luckily, you will be
familiarized with a detailed checklist located inside the cafe regarding standard opening/closing
procedures. As for everything in between, please refer to these helpful tips in order to stay
productive and occupied during your shift:
● Ensuring countertops are free of debris or spills
● Checking on food in display case and replace if necessary
● If multiple cafe personnel are present, take note of inventory and restock where needed
● If multiple cafe personnel are present, or during a long absence of customers, our office
staff will be grateful for your assistance where necessary
● Cleaning the inside/outside of coffee/slushee machines
● Doing a multi­point inspection of the cafe in its entirety to identify areas in need of
maintenance; take note, and please radio a maintenance driver
● PRO TIP: The best way to operate the cafe is to pretend that a health inspector will be
arriving during your shift. It is also our goal to create “regular” customers; they are great
for business and reputation, as well as your tip jar!
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5. IV. Office Responsibilities
As an office personnel, you will frequently work alongside managers and act as the face
of the company. A vast majority of our customers at each Suburban facility are incredible people
and will treat you with respect as long as it is shown in return, but it is crucial to stay
professional in the presence of those who are not. In a circumstance where you are not sure how
to respond, please ask the customer for their patience and consult a manager or supervisor on
duty; we are a team and will gladly solve problems cooperatively. A more detailed description of
your duties as an office member will be located at your cubicle, but please keep these additional
tips in mind:
● Upon arrival to an opening shift, log in to your designated computer. If you are not
addressing any customers yet, it is always helpful to check the day’s schedule in
MaxGalaxy and compare it to the one displayed in the lobby/printed for maintenance
drivers.
● You can also use MaxGalaxy to verify if there are any overlaps in locker room
assignments and fix them early in the day.
● Please smile when you answer the phone; it projects confidence and initiates friendly
conversation.
● During a closing procedure, ask your “mentor” or supervisor for assistance if having
trouble counting the cash drawer; this is one of your most important tasks and must be
done carefully. Also, maintenance drivers will appreciate you printing the next day’s
schedule and leaving it for them in the office.
● Use the HorizonRef website early in the day to make sure referees are scheduled for later
games.
● Ensure front counter is clean and free of unnecessary clutter.
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6. V. Maintenance/Skate Guard Responsibilities
As a new maintenance driver or skate guard personnel, your tasks will be the most
hands­on out of any position. This job entails keeping the entirety of the facility presentable to
our customers, providing essential repairs in order to keep our daily activities running smoothly,
and ensuring the safety of our valued patrons. At the beginning of a standard shift, one will
expect to receive a list of relative projects which your manager/supervisor can verbally elaborate
on. A helpful guide to completing such projects may resemble a list in the following format:
Project Description Location Tools Needed Completed Y/N
Repair broken bench Locker room 2A 3/8" socket wrench Y
This style of list, including location and necessary tools, will help newer employees get a
running start on assignments they may be previously unfamiliar with. As the training period
ensues, employees will be expected to gain familiarity with which specific tools or equipment
are needed to complete a task. A new employee can always refer to their mentor for technical
assistance who will be glad to help!
Also, new employees should refer to the following list of regular procedures which should be
completed in synthesis with specialized projects:
● Emptying all rink trash cans, indoors/outdoors
● Building sweep
● Locker room upkeep
● Checking Olympia/Zamboni resurfacing machines for full hot/cold water before cuts
● Organizing tools and equipment in back room
● Locking all doors before closing
● Checking wristbands for Drop­In/Sticks n’ Pucks
● Bleacher sweep
● Monitoring large crowds during events
● Providing additional assistance to office/cafe staff during rush periods
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7. VI. The Big Picture: Dealing With Change
Whether an employee is simply new to Suburban Sports Group or is just beginning their
career in the workforce, it is of utmost importance to provide individuals with structure, positive
morale, and opportunities to show initiative. This naturally leads to labor hours being utilized to
their full potential, and in return, a more prosperous business model. Project: Suburban
Integration addresses these points by proposing a cost­effective, yet detailed training period in
order to develop positive work habits; by supplementing this with individually specialized
employee handbooks for quick reference and a team­building mentorship initiative, new
members of Suburban will understand the value our company puts on the collective good. We
will be able to expand on an already enthusiastic and supportive work environment by building
not only better employees, but better people.
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