Sub Zero Ice Cream and Yogurt
Employee Handbook
Sub Zero offers a unique and entertaining experience by offering customers
exactly what they want through innovative preparation techniques,
quality flavors, and incredible customer service!
Table of Contents:
Welcome!!
Our Mission
Our Philosophy
About Our Handbook
Employment Policies:
Age Requirements
Training
Schedules
Breaks
Harassment
Absenteeism and Tardiness
Resignations
Time Clock Procedures
Payroll Checks
Holidays
Worker’s Compensation
Employee Discount
Dress Code
General Policies
Customer Service
Management and Employee Relations
Teamwork
Communication
3 Strike Policy
Phone Use
Cellular Phone Use
Safety
Sanitation
Accidents and Emergencies
Food Allergens
Employee Reporting Agreement
Handbook Acknowledgement
Index:
Sexual Harassment
Direct Deposit Form
W-4 form
Welcome!!
Congratulations on making it through the interview process! We are very
excited to welcome you into our wonderful world of ice cream. Sub Zero Ice
Cream and Yogurt Company will strive to make this a happy, healthy and safe
work environment for you as our employee. We hope that you will feel part of
the team and that you feel valued as a person through your time working
here. If you have any questions, comments, or concerns, please do not
hesitate to contact a member of the management team because we are all here
to help! Thank you for choosing to work with us! Now let’s get started!
Sincerely,
Sub Zero Ice Cream and Yogurt Management Team and All Staff!
Our Mission: To provide the best quality and freshest frozen desserts, exactly
as the customer desires, while entertaining and educating in the most
innovative ways.
Our Goal: To have the BEST customer service, the BEST ice cream, and the
BEST ice cream store, providing the BEST overall experience through quality,
fun, and unique frozen desserts!
About Our Handbook: This handbook is an outline of the rules and regulations
governing the store but in no way is it all inclusive or exhaustive. Also, items in
this handbook are subject to change with or without notice as situations
arise. This is not a contract of employment. Reading and signing the
agreement does not mean you are guaranteed a position at this time or any
other, which means that at any time your position may be terminated with or
without cause.
Employment Policies
Age Requirements: Anyone employed within our retail stores must be 16
years of age or older. Check your state laws for hours allowed by law for
minors to work. In some cases, and if you desire, you may employee younger
than 16 years, but be aware of your individual state’s laws and restrictions.
Training: Training will consist of at least two 2 hour sessions with
a manager and then 3 shifts under supervision. There will be a check-off list of
skills that will be given to you during training and then periodically reintroduced over the next two months to re-evaluate and re-train as necessary.
Check list:
1. Making ice cream
a. Know the proper measurements for mixing ice cream, including
cream, flavors, mix-ins, and liquid nitrogen
b. Be able to freeze ice cream in all three textures(soft,
medium, hard).
2. Know how to operate the POS system, cash register, and time clock.
3. Learn how to prep and restock items (mix-ins, flavors, creams, etc.)
4. Learn the cleaning procedures in your store (dishes, sweeping,
mopping, wiping down tables, etc.)
5. Have great customer service (smile, greet every customer, have good
conversation skills, be excited about the product, make sure every
customer is happy with their product)
Schedules: Schedules will be posted for at least two week
durations. Each person is responsible for submitting their requested time off,
you must submit your request at least 1 week before the schedule is made. We
will do our best to accommodate each person but we will not guarantee that you
will always be allowed the requested time off. If you have not requested a
particular date off and are scheduled but a conflict arises, you are responsible
for finding someone to cover your shift. Any changes to the schedule must be
acknowledged by a manager. Exceptions to having to cover your shift include
and may not be limited to: illness, death in family or of friends, and accidents or
injuries occurring immediately before the scheduled shift. This can be changed
to fit your plans for your store.
Breaks: We will pay you for one half hour break for every six hour shift
you work. The break time must be documented so please punch in and punch
out for recording purposes. Paying you for the break means that if we become
busy during your break, you will be required to help and work but as soon as
the opportunity arises you may resume your break. If you leave the store
premises for the duration of your break, you will not be paid for it. Again,
please punch in and out as the situation dictates. Any other breaks will be
given as state and federal law outline. This needs to be changed to reflect your
state regulations
Tobacco Products: This is a non-smoking workplace. There will not be
time allotted for smoking. An unauthorized break is grounds for dismissal.
Harassment: Harassment includes but is not limited to: name calling,
sexual suggestions, inappropriate and unwanted touching, throwing things,
talking negatively about another employee or individual within the work
environment, and any other action or actions that unreasonably and unfairly
impedes on the rights of another individual as an employee of the store or
company. Please talk to a member of the management team if you are being
harassed or feel someone else is being harassed. See accompanying sheet on
Sexual Harassment for more details and further training on this.
Absenteeism and Tardiness: No call, no show will be dealt with on a case
by case basis but, in most cases, it will result in termination. If you are sick,
you are responsible for calling in for yourself at least three hours prior to your
shift. If you are going to be more than five minutes late, it is your responsibility
to call and let us know what time you should be arriving. We have this policy so
that if it is necessary that someone stay on your behalf, they have an indication
of how long they are going to need to stay.
Resignations: All resignations need to be written and given two weeks in
advance of any date of departure. This includes if you are leaving for college or
to pursue another employment opportunity.
Time Clock Procedures: You are responsible for punching yourself in and
out for your daily shift. You are also responsible for punching out and in for any
break periods. Failure to do so may result in non-payment for hours worked so
please remember it is your responsibility. If you forget for any reason, please
contact a member of management immediately so the situation can be
resolved.
Payroll Checks: Payroll checks will be available every two weeks on
Wednesday after 3pm. You must pick up your own paycheck. We will not
release it to anyone, (i.e. not mom, brother, sister, friend, boyfriend, dad,
girlfriend, etc.), but YOU. We will mail it if you are moving or leaving for
school. It is your responsibility to make sure that we have the proper mailing
address if mailing will be necessary. This also needs to be changed to fit your
policies
Holidays: The store is closed Thanksgiving, Christmas, Easter. It will
have limited hours Christmas Eve, New Year’s Eve, New Year’s Day. We are
open and operating as normal on all other holidays. Everyone will be expected
to work unless otherwise specified. This can also be changed, you may also
offer extra pay on holidays that they are required to work
Worker’s Compensation: It is important that we maintain a safe and
injury-free work environment. However, if accidents occur that result in injury
within the store or work time, compensation will be given as mandated by law.
You must report any injuries received while working to your immediate
supervisor immediately.
Employee Discount: Employees are entitled to a fifty percent discount
during work time and any time they enter the store provided they, as the
employee, are paying at the time of purchase. This means that if a friend or
parent is paying the discount does not apply. The discount is also not
applicable to drinks, pies, or cakes. This can also be changed to reflect your
plan for discount
Dress Code: Your uniform consists of close toed shoes, your Sub Zero Ice
Cream and Yogurt hat that you will be provided upon your first day of training,
a clean Sub Zero Ice Cream and Yogurt shirt that you will be provided upon
your first day of training, a clean Sub Zero Ice Cream and Yogurt Apron, and
clean pants without holes, which can be blue jeans, khakis, black pants, shorts
or skirts. With shorts and skirts, they need to be past your fingertips when your
hands are resting comfortably at your sides. If any of these uniform
requirements are not met, you may be required: 1) to return home without pay
to change, 2) to be given a clean shirt with a current market value charge for
the new shirt that is now yours. Of course, if there are extenuating
circumstances, you can always talk with a management team member for
replacement of hats or shirts.
General Policies
Customer Service: We want to be home to the WOW experience! This
means we want every individual that passes through our door to feel as though
they have had the best experience possible. So we need to greet every
customer as they come in the door, or during busy times, as they reach the
counter to be served. This is done by: 1) saying hello, 2) asking if: they have
ever been to our store before, if they would like any suggestions of great flavor
combos, 3) up-selling which will be trained, 4) asking if there is a specific
anything else you could get for them today (i.e. can I get you a pie for later…),
5) let them know the total ,6) tell them their specific change, 7) thanking them
for coming in and remembering to come back for a special, promotion, or the
next time they are craving their favorite flavor.
Management and Employee Relations: The Sub Zero Ice Cream and
Yogurt management team is here to help, listen, guide, train, and evaluate
your skills as an employee. We do want to know you as individuals and be
there for you as your life progresses. In doing so, we recognize there will be
times that conversations need to be had on a personal level, you as an
employee need to ask permission of the manager to have the conversation in
that tone because it is a business and we need to make sure that the level of
the conversation is understood at the onset. The management team has the
right to set rules and policies within the store to help its overall progression as
seen by themselves and the upper management team. There will be many
occasions where your opinion is asked but, unless otherwise specified, it is not
regarded as the final decision in any process. The management team will be
responsible for indicating any changes in policy through verbal or written
communication. Employees are expected to address any policy or employee
concerns with management team members directly. We want it to be an
environment of open and honest communication. We think this is best
facilitated through direct communication with management.
Teamwork: Everyone here is working towards the same goals. We want
to make it an EXCELLENT experience for the customers. We want to have FUN
while we are at work. We want to make MONEY. If we do not work together
and help each other out, we will not succeed in any of these goals.
Communication: There is a designated place for posting information
about policy changes, product changes, schedule changes, customer complaints
as well as praises, and anything else deemed useful by management and other
staff. Please feel free to add appropriate information to this and if there is a
question about the appropriateness of anything already written or anything you
want to write please ask.
Three Strike Rule: Each store has a set of standards associated with how
the items included need to be accomplished every evening. You will be trained
on how each item is to be done and then work with a supervisor for several
shifts to reinforce all the items that you learned. After your training period, you
will be expected to live up to the standards. We understand that occasionally
things cannot be done completely, we need documentation of what is not done
and why. Items not documented and not completed properly are considered a
violation. If you receive three violations in one evening, it will result in one
strike. After your second strike, you will be re-trained on the items not
accomplished properly. After the third strike, you will be terminated. Strikes
are accumulated over a month period.
Phone Use: Phones within the store are to be used for work purposes
only. These purposes include but are not limited to: placing orders, calling
other employees to cover shifts, answering customer questions, letting
customers know about flavors or promotions, calling about rides home at the
end of the evening, and asking questions of management staff. The phone
should not be answered if you are helping a customer. The answering machine
should be checked within a timely fashion and phone calls returned as
necessary. If you need to use the phone about personal business, it may be
used during break periods or after your shift, not otherwise.
Cellular Phone Use: Cell phones should be turned off during the entirety
of your shift with NO EXCEPTIONS. You may use the store phone to check your
messages during a break period but, not before and not after your break.
Security: You should use common sense to safeguard yourself and your
personal belongings.
• Do not bring valuables to work.
• Report any missing items to your supervisor at once.
Home phone numbers of other employees should never be given to people
outside the company. In the case of an emergency, call the employee at home
yourself and relay the message instead of giving it to a nonemployee.
Safety: If for any reason you feel threatened or unsafe, please contact a
member of the management staff. It does not need to be your direct supervisor
if he or she is the person at issue. Please check to make sure that there are not
suspicious characters outside before you leave. If there are two people
working, you MUST leave together. If you are leaving alone and feel unsafe, we
suggest that if you have a cell phone you punch in 911 and be prepared to hit
send if there is an issue. If someone comes to rob the place, DO NOT BE A
HERO. Just give them what they want and call 911 after they leave.
Food Allergens: We need to protect our customers’ health and safety as
much as possible. When someone says he or she is allergic to something, we
need to offer to wash all used utensils and warn that we cannot guarantee that
there would not be any traces of their allergen on or in the product. Do the
best you can in washing the utensils in hot water with soap and proceed to not
touch anything but the ice cream he or she would like. Be familiar with the
menu and informed on what options Sub Zero offers for Gluten free, Lactose
free, and Sugar free choices.
Sanitation: All employees must follow sanitary practices. Please follow
these procedures:
a.
Come to work clean and use good hygiene.
b.
Keep hands away from your face, hair and other contaminated areas.
c.
Use the handwashing sink with paper towels before making any ice cream
or handling any food products.
d.
Keep clothing as clean as possible
e.
Do not come to work if you are ill
Nitrogen Safety: All Employees are to be trained in the use and risks of
liquid nitrogen. No extra training beyond that provided in the store is
necessary. Employees must be permitted to touch and experience nitrogen so
that they aren’t startled or alarmed. Use of nitrogen can be equated to a deep
fat fryer, where there’s a risk of splashing, but careful attendance to the job is
all that’s needed to keep everyone safe. These are the risks that can come
from using liquid nitrogen:
1. Asphyxiation: This happens when too much nitrogen is in the air and not
enough oxygen. It can actually occur any time there is not enough
oxygen to breath. This is simple to remedy. We keep our ventilation
system running all day to create airflow, and our doors are constantly
opening and shutting creating fresh air movement. Asphyxiation has
never been a problem at Sub Zero Ice Cream. We also have oxygen
monitors in every store so that we are aware of any lack of oxygen before
it becomes a problem
2. Frostbite: This occurs when the nitrogen in its liquid form touches the
bare skin for too long a period of time. Frostbite from liquid nitrogen can
injure you for as little as 2 minutes or as long as a few weeks. It will only
blister and then disappears leaving little if any scars. We have never had
any long term incidents with frostbite. You would have to have zero
feeling in your body whatsoever in order to keep in contact with the liquid
nitrogen long enough to get frostbite. If you keep moving and don’t let
the nitrogen settle in one place it will never burn you. When it splashes
on your skin, the temperature of your warm body and the exposure to the
warm air causes the liquid nitrogen to evaporate back into a gas before it
can burn you.
3. High pressures: When any liquid or gas is dispensed at high pressures,
there is danger of injury. However, at Sub Zero Ice Cream we keep our
liquid nitrogen way below the industry standard pressure and therefore
have no risk of injury from the pressure of the liquid.
4. Nitrogen policies with customers:
1. Never, under any circumstances, give Liquid Nitrogen to customers.
You are trained in the use of Liquid Nitrogen. They are not.
2. Be knowledgeable about the Liquid Nitrogen! Customers are
naturally curious about our process, and particularly the Liquid
Nitrogen. They will have questions, and even concerns. Be
informed and ready to enthusiastically tell them!
a. Nitrogen makes up 78% of our atmosphere. We are
breathing it all the time. It is not dangerous to us.
b. Nitrogen only stays in a Liquid state at -321 degrees. Once it
is exposed to warm air, it starts to evaporate back into a gas.
It can burn, but that is only if it stays on your skin for 5
seconds or more.
c. When the Liquid Nitrogen comes into contact with the ice
cream mix, the heat in the ice cream mix goes into the Liquid
Nitrogen, warming it and making it change to a gas. It is a
simple transfer of heat and phase changes.
d. The fog that comes while freezing the ice cream is water
vapor in the air that is cooled as the cold Liquid Nitrogen
comes in contact with it.
3. There are some fun demonstrations you can do with liquid nitrogen
and demonstrate to the customers or groups on a field trip, and
your Supervisor will know of these. Do not do any demonstrations
without prior training and permission for your Supervisor.
Accidents and Emergencies: Please report any accident or emergency to
a manager. Also dial 911 when the situation warrants. If it is a situation
involving a customer, please check to make sure they are ok and tell them that
you are going to get a manager before getting a manager. If a manager is not
on duty please contact him or her as well as at least one other member of the
management team. See the following page for the accident or emergency form
you will need to fill out.
Accident Report
Date of Accident:___________________
Time of Accident:___________________
Name of Person Involved in Accident:__________________________________
Person’s Phone Number:____________________________________________
Employee Reporting:_______________________________________________
Accident or Emergency:_____________________________________________
________________________________________________________________
________________________________________________________________
Action Taken:_____________________________________________________
Managers Contacted:_______________________________________________
HANDBOOK ACKNOWLEDGMENT
I hereby acknowledge I have received a copy of Sub Zero Ice Cream and Yogurt
Employee Handbook. I understand that the policies and procedures set forth in the
handbook are not an express or implied contractual guarantee regarding my
employment relationship with Sub Zero Ice Cream and Yogurt, nor do
they represent contractual terms of employment. I understand that it is my
responsibility to carefully review the employee handbook and ask my supervisor
about any of the material that is unclear to me. I also understand that Sub Zero Ice
Cream and Yogurt, at its option, may change, delete, suspend or discontinue any
part or parts of this handbook at any time without advance notice.
This handbook is applicable to all employees. No one other than enterprise
operating executive or operating vice president may alter or modify any of the
policies in the handbook. Any future revisions of the handbook will replace the
prior versions of the handbook.
I have read this acknowledgement. I further understand and agree that my
employment relationship is for no definite duration and my employment may be
terminated at any time and at the option of either Sub Zero Ice Cream and Yogurt
or myself as either of us find necessary or appropriate.
_________________________________________
Employee Name (Please print)
_________________________________________
Signature of Employee
_________________________________________
Date
Sexual Harassment
Sub Zero Ice Cream and Yogurt is committed to a work environment that
promotes equal employment opportunities and is free from discrimination and
harassment. Sexual harassment constitutes discrimination and is strictly
prohibited by Sub Zero Ice Cream and Yogurt. For purposes of this policy,
sexual harassment is defined, as in The Equal Employment Opportunity
Commission Guidelines, as unwelcome sexual advances, requests for sexual
favors and other verbal or physical conduct of a sexual nature when:
1) Submission to such conduct is made either explicitly or implicitly a term or
condition of an individual's employment; or
2) Submission to or rejection of such conduct by an individual is used as the
basis for employment decisions affecting such individual; or
3) Such conduct has the purpose or effect of unreasonably interfering with an
individual's work performance or creating an intimidating, hostile or offensive
work environment.
Sexual harassment may include a range of subtle and not so subtle behaviors
and may involve individuals of the same or opposite gender. Depending on the
circumstances, these behaviors may include, but are not limited to: unwanted
sexual advances or requests for sexual favors; sexual jokes and innuendo;
verbal abuse of a sexual nature; commentary about an individual's body, sexual
prowess, or sexual deficiencies; leering, whistling, or touching; insulting or
obscene comments or gestures; display in the workplace of sexually suggestive
objects or pictures; and other physical, verbal or visual conduct of a sexual
nature.
This policy applies to all applicants and employees, whether related to conduct
engaged in by fellow employees or someone not directly connected to Sub Zero
Ice Cream and Yogurt such as an outside vendor, consultant or customer.
Conduct prohibited by this policy is unacceptable in the workplace and in any
work-related setting outside the workplace.
Employee Direct Deposit Enrollment Form
To enroll in Full Service Direct Deposit, simply fill out this form and give to your payroll manager. Attach a voided check for each checking
account - not a deposit slip. If depositing to a savings account, ask your bank to give you the Routing/Transit Number for your account. It isn’t
always the same as the number on a savings deposit slip. This will help ensure that you are paid correctly.
Below is a sample check MICR line, detailing where the information necessary to complete this form can be found.
Memo__________________________
|: 012345678|: 123456789” 0101
Routing/Transit #
(A 9-digit number always between these
two marks)
Checking Account #
Check #
(this number matches the number in the
upper right corner of the check – not
needed for sign-up)
IMPORTANT! Please read and sign before completing and submitting.
I hereby authorize Insert official company name here to deposit any amounts owed me, as instructed by my
employer, by initiating credit entries to my account at the financial institution (hereinafter “Bank”) indicated on this
form. Further, I authorize Bank to accept and to credit any credit entries indicated by Insert official company name
here to my account. In the even that Sub Zero Ice Cream deposits funds erroneously into my account, I authorize to
debit my account for an amount not to exceed the original amount of the erroneous credit.
This authorization is to remain in full force and effect until Insert official company name here and Bank have
received written notice from me of its termination in such time and in such manner as to afford Insert official
company name here and Bank reasonable opportunity to act on it.
Employee Name:_____________________________________ Social Security #: __ __ __ - __ __ - __ __ __ __
Employee Signature: _______________________________________________Date: ______________________
Account Information
You only need to fill in information for one bank account, unless you want to deposit certain amounts to more than one account.
To distribute to more accounts, please complete another form.
Make sure to indicate what kind of account, along with amount to be deposited, if less than your total net paycheck.
1. Bank Name/City/State: ____________________________________________________________________
Routing Transit #: __ __ __ __ __ __ __ __ __ Account Number: _________________________________
Checking Savings Other
I wish to deposit: $ _______.____ or ______% of paycheck total or Entire Net Amount
2. Bank Name/City/State: ____________________________________________________________________
Routing Transit #: __ __ __ __ __ __ __ __ __ Account Number: _________________________________
Checking Savings Other
I wish to deposit: $ _______.____ or ______% of paycheck total or Entire Net Amount
E-mail Address: Paystubs will be delivered, password protected, by e-mail every pay period. Please
provide your e-mail address below where you would like to receive your paystub.
E-mail: __________________________________________________
Insert current W-4 form here when distributing to employee, as found on
www.irs.gov