PROFESSIONAL SPORTS CATERING HANDBOOK SUPPLEMENT
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1 PROFESSIONAL SPORTS CATERING HANDBOOK SUPPLEMENT January 2017
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3 a family of passionate restauranteurs Dear PSCers, Welcome to Professional Sports Catering, proud to be the best minor league baseball concessionaire in the country! We want to welcome you to our family of talented, passionate, and enthusiastic team members! Every one of you, whether a concessions cashier, cook, or suite attendant, has a dynamic role to play in ensuring that every guest receives the very best experience. We believe that you can contribute greatly to our company s success and growth, and we are thrilled to have you on our team. This handbook provides a wealth of information about the Company and is broken into two important sections. First, you will find this supplement of the handbook that is specific to your new role at Professional Sports Catering. Second, you will find a larger portion of the handbook that applies to all sectors operated by our parent companies: Levy Restaurants and Compass Group USA. Both sections of this handbook are equally important to understand, so please make sure you read this handbook in its entirety before signing the acknowledgement at the end. Most importantly, this handbook begins with our mission statement and operating principles that guide everything we do. We ask you to please familiarize yourself with PSC s five main principles that we still hold true to this day: 1. Baseball is all that we do. We don t want to be big. Just the best in our business. 2. We focus on exciting food. Food should be a reason for fans to come to a ballpark, not just something they have to eat because they are a captive audience. 3. We focus on maximizing revenue, not just minimizing cost. An excessive focus on minimizing cost leads to uninspired food and poor service. 4. We believe in customer service. Really. 5. We look for partners, not just clients. Our goal is to become a valuable, integral and seamless part of your team. We hope this handbook will become a working tool for you to use and refer back to. If you have any questions as you read over the handbook, please consult the Corporate Human Resources Department. It s great to have you here! Tom Dickson, CEO Jonathan Harris, CFO Mike Majercik, EVP
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5 PROFESSIONAL SPORTS CATERING HANDBOOK SUPPLEMENT TABLE OF CONTENTS About this Handbook Supplement... 1 Our Heritage... 1 PSC General Information... 2 PSC Operating Principles... 2 Mission Statement Principles Guest Service Recognition Vacation... 4 Referral Program... 4 Summary... 5 Acknowledgement of Receipt... 6
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7 ABOUT YOUR PSC EMPLOYEE HANDBOOK SUPPLEMENT This PSC Handbook Supplement ( Handbook Supplement ) was prepared specifically for team members in the PSC division of Levy Restaurants. This Handbook Supplement is intended to supplement the Company Handbook that Levy Restaurants distributes to its team members nationwide ( National Handbook ). To the extent there is any conflict or inconsistency between the provisions of this Handbook Supplement and the provisions of Levy Restaurants National Handbook or any Levy Restaurants or Compass Group USA policy statement, benefit description, or other personnel document, the provisions of this Handbook Supplement shall control. OUR HERITAGE Professional Sports Catering is the only full service food and beverage company that focuses exclusively on minor league baseball. In 1996, Tom Dickson opened the first ballpark in Lansing, Michigan, and hired one of the big food and beverage companies to run the food operation for the Lansing Lugnuts. He was not happy from day one. Despite attendance of over 500,000, the Lugnuts operation was small potatoes to the food service provider. There was little communication throughout the process, and the customer service and product quality did not meet the expectations of the fans. After five years, the Lugnuts took the operation over themselves. Despite a few growing pains, food per caps increased over thirty percent in the first year. The food was better, customer service improved, and the bottom line was fatter. In 2005, Tom, along with his partners Greg Rauch and Jonathan Harris, decided to bring what they had learned about the minor league food business to other teams and PSC was born. Professional Sports Catering was launched to serve the needs of minor league baseball clubs who don t want to run their own food business but want someone to do so that shares their core values: taking care of their customers, providing exciting and fresh food and beverage products, and making a fair profit. In 2014, PSC announced a partnership with Levy Restaurants, one of the premier event and hospitality groups in the world. As the minor league and spring training division of Levy Restaurants, PSC marries the creativity and knowledge of the MiLB experts with the resources and innovation of the premier restaurant group in the world. PSC now provides its partners with a combination that is unmatched anywhere else. As a result, PSC is the fastest growing concessionaire in baseball. Through our branded concepts, customerfriendly approach, and the power of Levy Restaurants, PSC continues to bring innovative ideas that enhance fan experience and increase revenue in minor league ballparks across the country. Levy Restaurants PSC Employee Handbook Supplement 1 January 2017
8 PSC GENERAL INFORMATION Our Home Office is located at: 980 North Michigan Avenue, Suite 500 Chicago, Illinois Our main telephone number is (847) Our main fax number is (847) Our website can be accessed at PSC OPERATING PRINCIPLES OUR MISSION STATEMENT: The mission of Professional Sports Catering is to provide high quality, fresh, and exciting food and beverage products, to serve these products to each stadium patron with exceptional guest service, and to be a positive contributor to each fan s overall experience at the ballpark. OUR OPERATING PRINCIPLES: People- We will appoint only talented, idea-oriented people with high standards, who demonstrate respect for other people, exhibit a sense of competitive pride, display an eagerness to excel and learn, and put our guest s interests before their own. Environment- We will maintain a climate, in terms of working conditions, human relations, opportunities for growth, self-expression, and monetary rewards, that will attract the best people and provide them with the most stimulating, rewarding and enjoyable time in food service. Guests- We will remember at all times, that our guest is the reason we are in business. Each and every employee of the organization must realize that it is his or her job to provide POSITIVELY OUTRAGEOUS SERVICE. That means treating every guest with respect, recognizing any complaint as a challenge to improve, immediately addressing any concern a guest might have, honoring any reasonable request, and ensuring the complete satisfaction of each guest. Value- We will provide great value to our guests. We realize, however, that value means more than low prices-- it means a great product at a fair price. Reputation- We will strive to be recognized as the best food and beverage provider in minor league baseball based on our ability to provide a terrific product to our guests, the quality of our people and our cutting-edge, idea-oriented philosophy. We will be a positive member of our community and a great partner of our clients. Innovation- We will look to innovate in everything we do. If there is a better way to do something-- we will find it. Integrity- We will operate, at all times, in an ethical and moral manner. Power- Every employee has the authority to do whatever he or she believes it takes to ensure each guest has a wonderful experience. Levy Restaurants PSC Employee Handbook Supplement 2 January 2017
9 PSC OPERATING PRINCIPLES OUR GUEST SERVICE: Guest Service is the most important thing that we do. It builds great relationships that bring the guests back again and again. Make it fun. We provide you with the tools to be knowledgeable in the job that you came here to do, giving you the access to information that can provide a guest with an enjoyable experience at the ballpark. Never say no to the guests. Not always can we say yes to the guest but we make every possible effort to fulfill each request. Look for ways to wow! each guest. This empowers you to make the decisions that need to be done to give the guest the best possible experience. Giving a new hot dog if the guest says it s not cooked properly, refilling a spilled drink, etc. Look for ways to add a personal touch to each visit. Getting to know regular guests by name and knowing what they regularly order goes a long way. Each employee is required to attend a pre-season training where more on guest service will be discussed in depth with PSC s very own First Impressions Program! RECOGNITION: WOW Employee Recognition Award is an Employee Recognition program that rewards team members who EXCEED EXPECTATIONS and is given during pre-game huddle in the form of a monetary amount on your check plus a WOW Award Certificate signed by your Director. Your Director and the Management Team reviews each nomination form and determines the winner(s). The award is not limited to a one-time occurrence; you may receive it more than once during the season! You must be recognized by either a co-worker or a supervisor, and you cannot nominate yourself. The WOW Nomination form must be filled out completely and given to a supervisor or Director. Awards are typically given out the last day of each home stand. Please note: the award is not given out for showing up on time, always wearing your uniform, or your usual expected job duties; it is for doing something extraordinary and positively outrageous above and beyond your expected duties. Levy Restaurants PSC Employee Handbook Supplement 3 January 2017
10 VACATION As of January 1st, 2017, PSC has adopted the Levy Restaurants policies regarding time off for full-time salaried team members and non-seasonal, full-time hourly team members. More information on these policies can be found in the National Handbook or from your manager. REFERRAL PROGRAM The purpose of PSC s referral program is to build the hourly and management employment pool with people who are a fit with the PSC culture by providing an incentive for Team Members to recommend their friends and acquaintances for employment in positions within the Company. The referring Team Member must be the reason that the applicant is introduced to PSC. A candidate can t be claimed as a referral if they have already applied or have worked for the Company previously. Part-time: If you refer someone who is hired part-time by the Company, you will be given a $25 referral bonus if the employee remains employed and in good standing for 60 days. It is your responsibility to inform your direct full-time supervisor and the Business Manager of the referral at the time of hire, and then your bonus will be processed through payroll when earned. Full-time: PSC team members will receive $250 for referrals for a non-seasonal, full-time employee who stays with the company for at least six months. A $100 bonus will be paid for referring a seasonal manager who stays with the company for an entire baseball season. These referrals must be made in writing at the time of hire, and the referral bonus will be paid after the new employee has worked at least six months (or at the conclusion of the season). You must be employed at the time the bonus is earned to receive the referral bonus. Levy Restaurants PSC Employee Handbook Supplement 4 January 2017
11 SUMMARY We hope that in taking the time to read this Handbook you have become acquainted with our Company and the very special part you will play in delivering exceptional customer service to our fans. We are not a company of individuals, but rather a true family of many who need to work together to continue to orchestrate the numerous successes of which we can all be so proud. Our successes will continue to be built on a foundation of mutual understanding and respect for one another. We are dedicated to delivering on the personal and professional growth opportunities we have offered to you in this Handbook. In turn, we expect you to be respectful of the necessary programs and tools we have developed and outlined for you in this Handbook so you can live our culture and be proud of your contributions. We strive to create and foster an environment of inclusion where our people feel comfortable and are able to perform at their best. We believe that the skills and talents of all our Team Members are essential to our business and our policies encourage, develop, and support this. We are passionate about the significance of this information, but also understand that there is a lot contained in this Handbook. We openly encourage you to ask any question you might have regarding what it means to you, today and in the future. Again, welcome to our family of minor league baseball concessionaires. We are so glad you re part of the PSC team! Levy Restaurants PSC Employee Handbook Supplement 5 January 2017
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13 PROFESSIONAL SPORTS CATERING ACKNOWLEDGMENT OF RECEIPT I acknowledge that I have received a copy of the Professional Sports Catering Employee Handbook Supplement dated as of January I understand that I am to read and understand the contents of the Handbook Supplement and that, if I have any questions, I am to ask my supervisor or a representative of the Human Resources Department. This Handbook Supplement supersedes and replaces any previous Handbook Supplement that I have received. I further understand that this Handbook Supplement is not a contract of continued employment, but that I am to abide by the rules, regulations, policies and procedures set forth in the Handbook Supplement. I further understand that, except for the policy of at-will employment, Levy Restaurants reserves the right to change the contents of the Handbook Supplement at any time at its discretion and will provide me with notice of any such changes. Finally, I understand that my employment is at-will and both the Company and I are free to terminate the employment relationship at any time with or without advance notice or cause, unless my employment is covered by a written contract (signed by the President and CEO of Levy Restaurants and me) or a collective bargaining agreement providing otherwise. Team Member Name (please print) Team Member Signature Date Location Levy Restaurants PSC Employee Handbook Supplement 6 January 2017
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