Dining Services
Employee Manual
Student Staff
Dining Services
VALUE STATEMENT
I value every individual’s right
to have a quality experience.
GUIDING PRINCIPLES
Rules of conduct through which we govern the organization and ourselves.
1. Sanitation and safety are paramount.
2. Always treat people with dignity.
3. Provide excellence in product and service.
4. Be 100% responsive. Take 100% personal responsibility.
5. Professional behavior at all times.
6. Find opportunities to recognize accomplishments and provide personal
growth.
7. Promote a sustainable dining and food system at Virginia Tech and
therefore in the greater community.
Managing Standards
• Facilitated surveys will be conducted by the staff on management and by
the guests on the department.
• A professional mystery shopper will be used to score the service and
product.
• All operating units will be inspected for sanitation and food safety
issues and practices accordingly: inspected/audited once a semester
by an outside agency (Steritech), HACCP reviews conducted by the
administrative dietitian, senior associate director, and associate director
twice a semester, and a yearly inspection and follow-up inspections
on corrective actions conducted by the Montgomery County Health
Department.
• Employees will receive annual training in Customer Service and
Sanitation and Safety.
• Two personal development programs will be offered each year.
• Develop a sustainable dining and food system by promoting healthy
eaters, ecological stewardship, waste reduction and diversion, local
economy, social justice, and animal welfare.
© Milestone Performance, Inc.
Table of Contents
INTRODUCTION
Mission Statement....................................................................................................... 4
Dining Services............................................................................................................. 4
POLICIES AND PROCEDURES
Employment................................................................................................................... 8
Standards...................................................................................................................... 9
Uniforms....................................................................................................................... 10
Personal Grooming and Appearance Standards.................................................. 11
Disciplinary Action..................................................................................................... 11
Attendance Policy...................................................................................................... 12
Clocking In & Out........................................................................................................ 14
Meals & Breaks.......................................................................................................... 14
Personal Property ..................................................................................................... 15
Parking......................................................................................................................... 16
Telephone & Visitor Policy........................................................................................ 16
Cell Phones and Other Personal Electronic Devices Policy............................... 16
Anti-Harassment Policy............................................................................................ 17
Alcohol & Drug Policy............................................................................................... 17
Illness or Injury On or Off the Job............................................................................ 17
Training and Internships............................................................................................ 18
Compensation............................................................................................................. 18
Evaluations.................................................................................................................. 19
Resignation and Termination.................................................................................... 20
Conclusion................................................................................................................... 20
SANITATION & SAFETY
Safety........................................................................................................................... 21
Sanitation..................................................................................................................... 22
HACCP Standards of Conduct.................................................................................. 24
RESOURCE Directory........................................................................................ 26
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Dining Services
Manual
EQUAL EMPLOYMENT OPPORTUNITY POLICY
Virginia Tech does not discriminate against employees, students, or applicants on the basis
of race, color, sex, sexual orientation, disability, age, veteran status, national origin, religion,
or political affiliation. Anyone having questions concerning discrimination or accessibility
should contact the office of Diversity and Inclusion at Virginia Tech at (540) 231-7500 or on
the web at www.diversity.vt.edu.
Individuals desiring accommodation during the employment process, during work, or
events related to employment are requested to contact Division of Student Affairs Human
Resources at (540) 231-8060, Virginia Tech Human Resources at (540) 231-5301, or 711 for
individuals with speech or hearing limitations.
Virginia Tech is an EO/AA Employer Committed to Diversity.
DISCLAIMER STATEMENT
This manual does not create any rights or benefits. The policies and statements are subject
to change at any time. Anyone with questions about the information provided or needing
further clarification should contact the Training and Project Manager for Dining Services in
New Hall West at (540) 231-9205. This manual is provided as a resource for the employees
of Dining Services at Virginia Tech. This manual is not a contract, nor is it an invitation to
contract.
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Introduction
All staff members are held responsible for the information in this book. Please take the
time to read it thoroughly. If you have any further questions, ask your student general
manager or assistant director.
MISSION STATEMENT
“I value every individual’s right to have a quality experience.”
Our ultimate goal is to provide our guests with excellence in product and service with safety and sanitation being paramount. While achieving these goals, treat our guests and other
staff members with dignity and respect. The dedication and loyalty of our student staff
members plays an important part in realizing this mission.
We wish to create a pleasant and productive environment for the development of our
department’s objectives and staff members’ professional growth. Dining Services strives to
be the very best. Success is measured both on the organizational level and the individual
level.
We want your association with Dining Services to be an enjoyable part of your life at Virginia Tech. As in any work situation, there are rules and regulations that must be followed
to maintain productivity and order. The following manual is your guide to the established
policies and procedures that make Dining Services successful. It is intended to minimize
confusion and maximize a sense of pride and quality throughout the organization. Your support and cooperation is required to maintain an orderly and systematic operation.
DINING SERVICES
Food service at Virginia Tech continues to be an integral part of students’ lives. Originally
created as a land-grant college in 1872, today’s Virginia Polytechnic Institute and State
University encompasses a wide-ranging food service system, offering the utmost in quality,
nutrition, environment, and choice.
Virginia Tech’s Dining Services serves approximately 7 million meals per year in 10 dining
facilities. Employing more than 1,200 students, it is the largest single employer of students
on campus.
The total budget for this department is more than $50 million. Food cost represents more
than $14 million, labor and benefits expenses more than $17 million, and other general
expenditures in excess of $9 million.
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The First Halls
In 1881, the university began mandating students to live on campus. Rasche Hall and the
multipurpose Pavilion building served as the mess facilities. “Mess hall” was the early term
used to describe where one ate a meal on campus.
The new German Hall, located on what is now the Center for the Arts, was opened in 1894
to replace Rasche and the Pavilion. The German Hall remained as the campus dining hall
until 1937 when Squires Student Center temporarily provided meals in anticipation of the
opening of a new modern facility—Owens Dining Hall.
Shultz Dining Center opened in 1961 adjacent to the first mess hall site, and was named
after the university’s first mess steward, J.H. Shultz. It supported the programming and dining needs of the Virginia Tech Corps of Cadets until its closing in 2012. The Shultz Express
opened in 1999 in the Shultz mezzanine, which included a hot bar option that combined
buffet and grab-n-go service.
The New Undergraduate Facility (NUF) was built in 1982. The name was changed to
Cochrane Residence and Dining Hall in 1998. This unit was small in comparison to the massive size of Dietrick. Its cozy atmosphere provided a sense of home to approximately 330 of
Virginia Tech’s students.
Owens Hall
•Opened in 1940
•Originally had four all-you-care-to-eat rooms
•Named after J.J. (“Pops”) Owens, one of the original two mess stewards
Hokie Grill & Co. at Owens Hall
•Named by students in a campus-wide “Name That Room” contest
•First unit to include branded franchises on campus
•In 2002, added the first Cinnabon on a college campus in the United States
Owens Food Court at Owens Hall
•Opened in 1991
•Seating capacity: 700
•Consists of 12 specialty shops serving international and American favorites
•Farms and Fields Project opened to focus on sustainable, local, or organic foods
Personal Touch Catering
•Created in 1980
•Located in Owens Hall
•Full-service catering; caters everything from box lunches to black-tie affairs
Dietrick Hall
•Opened in 1970
•Named for the former dean of the College of Agriculture, L.B. “Deet” Dietrick
•One of the largest non-military dining halls in the United States
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D2 at Dietrick Hall
•Depot at Dietrick renovated to become D2 in 2004.
•All-you-care-to-eat dining in an international marketplace
•Olives features vegetarian and vegan selections
•Services all of our summer conference business
DXpress at Dietrick Hall
•Opened in 1995
•Renovated in 2004 and 2009
•Located on the lower level of Dietrick Dining Center
•Only location open until 2:00 a.m.
Deet’s Place at Dietrick Hall
•Opened in 1994
•Serves organic, fair trade, and direct relationship coffee
•Earned several Golden Cup Awards for brewing
West End Market at Cochrane Hall
•Cochrane Dining Hall reopened in January 1999 as West End Market
•First true marketplace on a university campus in the United States
•Seven individual restaurants
Vet Med Café at VMRCVM
•Located inside the Virginia-Maryland Regional College of Veterinary Medicine
•Opened in 1984
•Two employees run the entire shop
Squires Food Court at Squires Student Center
•Acquired in 2002; renovated to include Au Bon Pain café and kiosk locations
•Includes a large solarium and outdoor seating
•Ranked number one in sales for all ABPs on a college/university campus
Southgate Food Center at Southgate Center
•Opened in 1987
•Three areas: warehouse, pre-prep, and bakery
•Employees arrive at work between 2:00 and 3:00 a.m.
•Receives food ingredients and distributes them to the units
Turner Place at Lavery Hall
•Opened Fall 2012
•Eight restaurants on two levels, including the first teppanyaki grill and the first Bruegger’s
Bagels walk-up service window on a college/university campus
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Dining Services
•In 2003, Culinary Services renamed Housing and Dining Services; in 2011, Housing
and Dining Services was restructured into Dining Services, moving Housing into Residence Life
•Employs a full-time registered dietitian and sustainability coordinator
•Part of the Division of Student Affairs
Au Bon Pain® at the Graduate Life Center at Donaldson Brown
•Opened in 2005
•Located in graduate residence hall and office building
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Policies & Procedures
EMPLOYMENT
Eligibility
To be eligible for a dining position with Dining Services, students must meet the following
criteria:
• Be a Virginia Tech student taking a minimum of six class credit hours during each
academic semester and be registered for fall classes to work during summer sessions.
• Be able to work a minimum of eight hours per week.
• Be able to work the entire semester including three or more shifts during exam week.
• Participate in offered training and mandatory training (orientation, New Hire Orientation and Food Safety 100).
• Not be on academic probation.
• Maintain your normal work schedule during exams if your unit has this requirement.
At the time of hiring, each new staff member is required to present appropriate documentation verifying eligibility for employment in the United States as required by the employment
eligibility form of the U.S. Department of Justice. Refer to the I-9 form for combinations of
acceptable identification for documents.
Staff members are responsible for informing the student general manager of any changes
of address, telephone, class schedule, or academic standing.
Hours/Overtime/Rates
Overtime will be paid for any hours worked over 40 in a week. Employees must have supervisor approval prior to working overtime. Employees are responsible for keeping track of
their own hours to ensure they do not work over 40 hours in a week without approval.
Work-Study
Prior to starting employment, work-study students must submit a letter setting an approved
number of maximum work-study hours from the Office of University Scholarships and Financial Aid. Work-study students are eligible to work maximum award dollars. Work-study
students will receive pay raises during the year as the regular student staff receives them.
When a work-study student is promoted into student management, he/she will receive a
pay increase according to the guidelines on page 19 of this manual. Work-study students
have the option to continue employment with Dining Services when award dollars run out.
If work-study students choose to stay employed, he/she will be converted to student staff
status. Any changes in their work-study status must be reported to management. Workstudy students who choose to terminate employment after the completion of their award
dollars must give at least two weeks notice. Failure to follow work-study guidelines may
result in termination of employment and/or partial return of work-study funds.
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STANDARDS
Dining Services strives to provide the highest-quality work environment possible for its
staff. In order to ensure courtesy and fair treatment of our guests and to our fellow staff
members, the following standards are to be maintained.
Standards
These standards are designed to protect the well-being and rights of all staff members, to
assure safe and efficient operations, and to assure compliance with federal and state laws
of health and safety regulations.
• Staff members are to be courteous to all guests and all fellow workers, treating them with
respect and dignity.
• It is the responsibility of all staff members to maintain policies, procedures, and management standards.
• It is the responsibility of management and supervisory personnel to take corrective action
in a reasonable, timely, and consistent manner when necessary.
• All staff members are responsible for becoming familiar with this employee manual.
• All staff members are expected to be considerate and professional of other staff members, supervisors, and management.
• Abusive or vulgar language and horseplay will not be tolerated.
•Staff members are reminded not to engage in distracting conversations which prevent
them from adequately serving our guests or performing job duties.
•The sale of products or solicitation of orders from or by university employees are considered commercial activities, and as such are prohibited during working hours. This policy
refers to the sale of any products or services, insurance or investment plans, or other
non-university business, etc. This includes the actual sales or order taking, as well as
distributing catalogs and literature. Departmental mailboxes and bulletin boards are not
to be used to distribute sales information or catalogs.
•Dining Services will not cash personal, payroll, or third party checks for any student,
faculty, staff member, or guest. Dining Services accepts checks for the exact amount of
purchase only.
•Staff members absolutely should not sign for the receipt of any products or services
unless they are authorized to do so. If an employee is unsure if he/she is authorized, he/
she should not sign.
•All equipment is inventoried and listed with the building where it is located. If equipment is
moved permanently to another location it must be reported to the appropriate supervisor,
who in turn should record the move on the correct property management report. Equipment should not be moved without proper approval.
•State vehicles are to be used only for official university business; use of a state vehicle
to run personal errands is prohibited. Persons using these vehicles must be employees
of Virginia Tech and authorized by the assistant director or designee, and have a valid
driver’s license. All state vehicles must be operated in accordance with all laws, regulations, and applicable policies.
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Uniforms
•Knit shirt/T-shirt to be tucked in*
•Clean slacks or skirts that are properly hemmed and have no holes
•Socks or stockings (hose)
•Closed-toe, low-heeled, black non-skid shoes
•Service unit logo hat/cap or hair net, if necessary*
•Aprons (in retail and production/utility areas)*
•Name tag*
* These items are furnished by Dining Services.
Clothing plays an important role in the professional appearance of Dining Services employees. Guests seeking assistance rely on our uniforms and professional attire to identify each
of us as a staff member. A quality appearance improves our guest’s perception of us as
Dining Services employees.
Staff members will wear the appropriate uniform for the area to which they are assigned.
Staff members will be informed what their specific uniform requirements will be by their
unit’s management during the orientation process. Employees shall be properly dressed
and prepared to work at the beginning of their shift. No paid time is allotted for changing
clothing at the beginning or ending of shifts.
Staff members will maintain their own uniforms in a professional manner. Uniforms shall be
clean, neat, and in good repair and worn in a professional manner. Unit management has
the right to inspect all uniforms for proper care and cleanliness, and determine whether or
not they are suitable or appropriate for working.
Students must return their uniforms at the end of each school year regardless of whether
or not they are returning in the fall.
Name tags help to identify us to students and other guests. All production and service staff
shall be issued a name tag. Name tags are to be worn at all times and are considered a part
of a staff member’s uniform.
All staff members who come into contact with food or food service areas are required to
wear approved hair restraints. Disposable gloves are to be worn when handling food.
Student staff members will be issued uniforms appropriate for their specific unit. Uniforms
will include two shirts, one cap, and one name tag. Please check with the your student
general manager for more detailed information. The condition of the uniform and the laundering of the shirts are the employee’s responsibility. Special event and theme programs
may designate special attire or uniforms. If your employment is terminated for any reason
prior to the end of the semester, you must return the shirts, name tag, and hat or pay for
them. Name tags and caps are to be returned upon separation. Additional shirts and hats
can be purchased. Replacement costs for shirts and hats can be obtained from the administrative office. Student general managers will issue and collect uniforms. Your supervisor
will review the specific uniform requirements for your dining center.
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PERSONAL GROOMING AND APPEARANCE STANDARDS
In order to provide the highest level of customer service and satisfaction, the following
guidelines will be followed to ensure that we present ourselves to our customers in a consistently high quality manner.
•Fingernails are to be short, clean and free of nail polish and false nails.
•Hair must be clean, well groomed, and under restraint. Long hair must be secured behind
shoulders; a cap or hair net must be worn while handling food. If the cap is considered
part of the uniform, both caps and hairnets may be required.
•Staff members may not wear a bandana, do-rag, or spandex skullcap under their uniform
caps.
•Mustaches must be well groomed and must not extend beyond the corners of the mouth.
Sideburns may not extend below the bottom of the ear lobe or be more than an inch wide.
Beards are not permitted.
•Torn and/or patched garments, shorts, sweat suits, mini skirts, and jogging outfits are not
permitted. In addition, plain white, colored, logoed or imprinted T-shirts are not permitted
as an outer garment while on duty.
•Shoes should be low-heeled, closed-toe, in sound repair, and have nonskid soles. Sandals, clogs, and “Croc-style” shoes are not permitted. Only chefs and kitchen staff are
allowed to wear clog-style shoes.
•Staff members may wear solid bands/rings. Rings with grooves or stones will not be permitted. Wristwatches and bracelets are not permitted. Necklaces must be concealed
behind shirt.
•Staff members may wear stud or hoop earrings (one earring per ear) that do not extend
past 1/4” from the bottom of the earlobe. Facial piercings (nose, eyebrow, and lip) are
strictly prohibited. Tongue rings and plug or gauge earrings are not permitted.
•Hands are to be washed properly before reporting to the work station, after taking a break,
visiting the restroom, or touching any part of the face, skin, or hair.
•While on duty you may not eat, chew gum, smoke, consume alcohol, or use illegal drugs.
•Good personal hygiene is expected. Strong odors such as perfumes and after-shave
lotions should be used on a limited basis.
DISCIPLINARY ACTION
Below are a few examples of reasons for disciplinary action (including and up to
termination). This is not an exhaustive list.
•A record of frequent, although excused absences
•Failure to comply with the supervisor’s instructions
•Unsatisfactory job performance
•Tardiness
•Offensive language, and unsafe or disruptive activities and behaviors
•Abuse of time such as loafing, reading, studying, or unexcused absences from work area
•Personal belongings in restricted areas
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•Riding, sitting on, or abuse of equipment
•Chewing gum, tobacco, toothpicks; eating; or smoking in prohibited areas while on duty
•Not adhering to the dress and grooming regulations
•Clocking in or out when not in uniform
•Clocking in before the beginning of a work shift
•Clocking in someone else or having someone else clock you in
•Failure to work scheduled shift
•Smoking while on duty, excluding breaks, or in unauthorized areas
•Failure to clock out for meals
•Leaving work area without permission
•Any theft
•Sleeping while on the clock
•Eating without paying or presenting meal card
•Any time sheet violations or falsifying of university records, including time sheets
•Damaging property or wasting supplies
•Sexual harassment and other discriminatory behavior
•Offensive conduct toward fellow staff members and guests of Dining Services
•Violating safety rules
ATTENDANCE POLICY
The following chart details the student staff attendance policy for Dining Services. Any
written notices are valid for one year from the date issued.
Type
Counts as an absence?
Sick day
Yes
Inclement weather
Yes
Common time exam
No
Substitute found
No
Other: studying, out of town, etc.
Yes
Substitutions
If a student employee is unable to work a scheduled shift for any reason other than illness
or emergency, it is his or her responsibility to find a substitute employee before the start
of the scheduled work shift. Your student general manager will go over the guidelines for
substitutions that your dining center utilizes. You may use as many of these as necessary
without any penalty, as long as a substitute is found. If you have a scheduled event that
requires you to miss work, a substitution request should be posted at least one week in
advance.
Absences will be recorded as a No Call/No Show unless management receives a phone
call at least one hour before your shift begins.
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If you need to miss work for a scheduled school-related event (test, field trip, etc.), you
must post a substitution request at least one week in advance and provide documentation
(course syllabus) to a manager. If you follow this procedure and no substitute is found, then
you will be excused from working that day and it will not count against you.
If you miss several days consecutively due to illness or being out of town, you may have
the absences counted as a single absence. This is at the manager’s discretion, and documentation may be required for absences due to illness that last more than three days (an
actual note from the doctor stating that you may not work for the period missed, not the slip
of paper showing that you went to Schiffert Health Center). A doctor’s note still counts as
an absence, but it will allow multiple days missed to just count as one.
Disciplinary measures for attendance violations for an academic year are as follows:
3rd Absence – Memo
4th Absence – Memo
5th Absence – Write-up
6th Absence – Termination
1st No Call/No Show – Write-up
2nd No Call/No Show – Termination
Personal issues with the attendance policy will be dealt with on a case-by-case basis at
the discretion of management.
Any student who must unexpectedly leave school for a death in the family or any other
similar circumstances should notify a Dining Center manager.
When notifying the Dining Center, the student must talk with someone on the management
team or an office specialist. The student must give his or her name, department, scheduled
shift, and reason for absence. He or she should also ask for the name of the person receiving the message in case an error is made.
Authorized University Closing
All staff are considered emergency personnel unless otherwise informed by your supervisor.
Salary, wage, and student staff are considered emergency personnel. All Dining Services
staff members are required to work their regular shifts during authorized closings.
All staff should use reasonable judgment in attempting to come to work as emergency
personnel. Staff should not risk personal harm in trying to arrive at work. If you are unable
to get to work, you must call your dining center.
All authorized closings resulting from inclement weather, natural disasters, or emergency
conditions will be announced through the university’s Communication Plan.
The only official sources of information during authorized university closings or delayed
openings are:
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Virginia Tech
Operator
Weather
Hotline
WVTF (FM)
Public Radio
VT Alerts
VT News
(540) 231-6000
(540) 231-6668
Located 89.1
to 91.9 on the
radio dial
sign up at
www.alerts.
vt.edu
www.vtnews.
vt.edu
For a partial closing (for example: if the university decides to close during the afternoon),
contact a manager at your specific dining center.
CLOCKING IN & OUT
In order to promote fairness and accountability for ourselves and others, the following policies regarding time at work are to be observed.
•Employees are expected to be in uniform and ready to work when they clock in.
•Employees are expected to clock in and out on time according to their assigned work
schedule.
•Employees are not allowed to clock in more than five minutes prior to their scheduled shift
unless requested by their immediate supervisor.
•Employees must clock out upon being released by their immediate supervisor.
•It is the responsibility of each employee to keep track of hours worked in order to avoid
exceeding permissible limits.
•All overtime must be approved in advance by an authorized supervisor.
•Any problem with clocking in or out should be reported immediately to a supervisor.
•Employees that forget to clock in or out should notify their supervisor immediately upon
remembering.
•For purposes of compensation, the work week begins on a Saturday and ends on Friday,
unless otherwise instructed by an operational department.
• Employees must sign their printed time sheet at the end of each pay period in order to
verify their hours worked and to be paid for those hours. A supervisor will provide these
time sheets to be signed.
Schedules, policies and procedural changes, or updates will be posted on an ongoing basis.
Check employee information bulletin boards at least once per shift; you will be responsible
for all information posted.
Each dining center posts weekly schedules independently. Often, permanent schedules
are written for the semester. Check with your supervisor for the time and day schedules are
posted in your dining center.
MEALS & BREAKS
Student staff members receive a meal pass for a scheduled shift of at least two hours,
which entitles them to a complementary meal voucher. Students who work back-to-back
shifts will receive only one meal pass. Student staff will only receive two meal passes if
there is a clear separation in shifts (for example, if you work a shift in the morning and then
you work another shift at night).
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Meal passes are accepted at Owens Food Court, D2, and DXpress. At D2, a meal pass allows one
all-you-care-to-eat meal and in DXpress and Owens Food Court student staff will receive a meal
equivalency worth the current established value. Meal passes are not accepted in West End
Market or Hokie Grill. West End Market student staff receive a meal card to be used at West End
Market only. Turner Place student staff receive a meal pass card to be used at Turner Place only.
Meal passes can only be used to purchase a meal for the person to whom it was issued.
When possible, catering will provide meals to their catering staff members. A meal pass may be
issued for dining center admittance during an event that earns meal entitlement and cannot be
provided by catering.
Employees must clock out before they receive their meal. If an employee failed/forgot to clock
out for a break, they must report it to their supervisor immediately. Please have any changes or
repairs to your time card made before you clock out for the end of your shift. Only management is
authorized to make changes to a time card.
Staff members are not permitted to eat food or drink beverages during hours of operation except
during authorized breaks or meals. Management may make occasional exceptions if heavy work
is being conducted.
Student staff members are not allowed to prepare, serve, or ring up their own meals.
Breaks are to be taken in a designated area. Staff members must clock out for meal breaks and
inform the manager-on-duty before leaving the work area. Staff members needing a break in
addition to the scheduled break must report to the manager first. Breaks are given according to management’s discretion. A 30-minute break is required when an employee works 5 ½ hours in
one shift.
The use of all tobacco products is prohibited in all Dining Services dining and administrative
facilities. This policy is in force at all times and is applicable to all staff, students, and guests.
If possible, individual units will designate an appropriate outdoor location for use on breaks,
which will be at least 25 feet from an air intake, entrance, or exit of any facility, including parking
garages.
PERSONAL PROPERTY
Each unit provides lockers and dressing facilities to the best of its ability, yet lockers may
not be available for all employees. Staff members can ask their supervisor about storage
facilities for personal belongings. Dining Services will not be held responsible for any personal belongings brought into their buildings. Please leave valuables at home. If a staff
member is a victim of theft, he/she should report the incident to their immediate supervisor
and the Virginia Tech police as soon as possible.
If lockers are made available for staff, they are subject to inspection at any time by management. No guns, knives, alcoholic beverages, or any illicit or hazardous materials are to
be brought onto Dining Services property.
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PARKING
Parking is not available for students unless through normal university parking policies.
TELEPHONE & VISITOR POLICY
•Personal phone calls and visitors are prohibited while on duty.
•Incoming phone calls are limited to emergencies only. If an employee is unable to receive
the phone call while on duty, a message will be taken and the supervisor will notify the
employee immediately.
•Outgoing calls may not be made on office phones. Office phones are for official use only.
•Visitors are not permitted in work or production areas.
•Visitors are also required to get permission to visit an employee from the manager’s office
of each unit. Visitors should also wait in the secretary’s office for the employee.
•During work hours excessive socializing with friends, staff members, and guests is not permitted.
•Office equipment (i.e. computers, printers, and copiers) is not to be used except when
requested by a manager.
CELL PHONES AND OTHER PERSONAL ELECTRONIC DEVICES POLICY
One of the primary goals of Dining Services is to provide safe food and excellent service to
our guests and any distractions that would compromise this goal needs to be addressed. Usage of any personal electronic devices by staff members in the workplace during work
hours is a distraction that could lead to poor service and unsafe food. It is for this reason
that use of personal electronic devices is prohibited in food serving and production areas. Handling of any electronic devices during food production and serving could cause contamination of food and sanitized equipment. Staff members are not allowed to use personal electronic devices in the production and
serving areas in the dining center during work hours. Staff members should inform their family and friends that staff members cannot utilize
personal electronic devices during their work hours. They are free to give the telephone
number of the dining center where they work for emergency calls.
Personal electronic devices are not to be used and are to be turned “OFF” during scheduled work hours.
In case of emergencies, the regular dining center number must be called and a unit office
specialist or manager (whoever gets the message) will convey the message to the staff
member as quickly as possible.
Staff members may use personal electronic devices only during their break time and only in
approved dining and break areas.
It is the responsibility of the staff member to fully comply with this policy and procedure, to
inform family members, schools, medical personnel, and others, who may have occasion
to contact them during work hours, of this policy, and provide them with the proper phone
numbers for emergency contact.
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It is the responsibility of the management to ensure that all staff members are aware of this
policy and procedure. Further, it is the responsibility of management to ensure that staff are
notified of any important phone calls received as soon as possible.
ANTI-HARASSMENT POLICY
Virginia Tech does not tolerate discrimination or harassment on the basis of age, color,
disability, gender, national origin, political affiliation, race, religion, sexual orientation, or
veteran status. It goes against the university’s mission and threatens the careers, educational experience, and well being of students, faculty, and staff. It is a form of discrimination
and has no place in Dining Services’ facilities. Please refer to the Virginia Tech Anti-Discrimination and Harassment Prevention Policy (Policy 1025, www.hr.vt.edu/oea/harassment) for
further details. This can be found in the Human Resources office in New Hall West or online
at www.hr.vt.edu/oea/harassment. If harassment occurs, please contact your assistant
director or the Office for Compliance and Conflict Resolution at (540) 231-8771.
ALCOHOL & DRUG POLICY
In compliance with all applicable federal and state statutes and state policies, all Dining
Services employees are prohibited from the following:
•The unlawful or unauthorized manufacture, distribution, dispensation, possession, or use
of alcohol and other drugs on the worksite.
•The impairment on the worksite from the use of alcohol or other drugs (except the use of
drugs for legitimate medical purposes).
•Action which results in the criminal conviction for violating any criminal drug law or any
alcoholic beverage control law, or law which governs driving while intoxicated.
Please refer to Virginia Tech’s Alcohol and Drug Policy for further details. All Dining Services staff members are required to read through and sign this policy, which will be provided
by the management at all dining facilities.
IN CASE OF ILLNESS OR INJURY ON OR OFF THE JOB
Off The Job
A staff member who is unable to work due to sickness or injury arising off the job is required
to notify Dining Services of their inability to work as soon as possible. If an employee is
unable to call, he or she should get someone else to notify Dining Services. When notifying
the unit, employees must talk to an authorized member of the management team. Only an
authorized member of the management team may accept a sick call. Failure to report to
work as scheduled without proper notice to a supervisor is an unexcused absence.
A doctor’s excuse may be requested for any illness that prevents an employee from
attending work. If a staff member’s sickness or disability is long term, their doctor should
provide them with a note stating the estimated beginning and ending of the disability. If an
employee believes they may have a contagious disease or illness that can be readily transmitted through casual contact, they should notify their manager immediately. (Refer to page
23.)
17
On The Job
All injuries or suspected injuries and illnesses, regardless of seriousness, that occur on the
job or on university property are to be reported to the supervisor immediately, and a determination made as to the type of medical assistance or treatment that is needed. At this time,
a manager will fill out the necessary paperwork.
Any injury that involves loss of blood or bodily fluids must be reported to the supervisor
immediately and the policy on blood-borne pathogens must be followed to protect ourselves and our guests.
If it is determined that medical treatment is warranted, then the appropriate medical attention is to be provided.
If non-emergency treatment is required, the staff member should see one of the approved
panel physicians for medical care. Lists of approved panel physicians are available in each
unit. It is advisable to telephone the doctor’s office prior to reporting for treatment.
After the injured staff member has been treated, the staff member is responsible for returning a copy of the Physical Capabilities Form and all other communications to their immediate
supervisor. For all illnesses or injuries that result in lost time, the employee must provide the
appropriate information to the Associate Director of Human Resources for the Division of
Student Affairs in New Hall West at (540) 231-4281. Employees may be required to meet with
the Return to Work Coordinator in the North End Center building.
TRAINING AND INTERNSHIPS
The student general manager is responsible for orientation and training of new staff at the unit
level. At this time the staff member will receive policies and procedures for the specific unit.
All returning student staff members are required to return to work and go to training on the
Wednesday before the beginning of fall semester.
Graduate Study and Internship Program
Graduate assistantships and vocational internships may be available through the College
of Hospitality and Tourism Management. Contact the HTM department for details (540) 2315515.
COMPENSATION
All employees hired must receive payroll payments via direct deposit. All other employees
are encouraged to have their paychecks direct deposited to the bank of their choice. A
direct deposit form needs to be completed on the first day of employment. It takes about 30
days for direct deposit to take effect. Until it does, paychecks need to be picked up at the
University Bursar’s Office located in the Student Services Building. Written confirmation of
direct deposit starting date will be sent to the staff member. Paychecks are deposited on
the first and the sixteenth of each month directly into staff members’ bank accounts. Should
either of these days fall on the weekend or should Monday be a legal holiday, the checks
will be deposited on the preceding Friday.
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If it is necessary for someone other than the student employee to pick up the paycheck until direct
deposit starts, then you must provide that person with your employee ID number and signature.
Promotions
All student staff members are eligible for both promotions and pay raises. Student management positions are advertised in the student offices of each unit and will be posted in a
public area. Any student interested must submit an application. The selection process for
student management positions and clerical positions is completed by the student management of the unit. Student general managers and student managers are selected by the unit
management staff. All promotions into supervisory positions are based upon evaluations,
experience, ability, leadership skills, dedication, and initiative.
Pay Increases
Students may be eligible for an evaluation annually. Pay increases are not guaranteed, but
given based on performance and money allocated for pay increases by the state.
Minimum Starting Pay Rates:
Student General Manager $9.50
Student Assistant Manager $8.50
Student Administration Manager $9.00
Student Office Assistant $8.50
Student Manager $8.75
Student Staff $8.50
EVALUATIONS
An evaluation is made of every student employee on a yearly basis and upon termination.
All employees are entitled to and encouraged to review their evaluations with the student
general manager in charge of the student program.
Evaluations are Based on:
•Productivity/Time Management
•Attendance/Punctuality/Reliability
•Teamwork
•Customer Service
•Communication Skills
• Safety/Sanitation/Loss Prevention
•Knowledge of the Job/Quality of Work
•Leadership Skills (optional)
Staff records are maintained for five years and are used for job references and recommendations. Work experience and positive evaluations from Dining Services can prove
valuable after college.
Evaluations are very important management tools and should be taken seriously. Student
employees may request an evaluation review with dining center management if they feel
they have not been evaluated fairly.
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RESIGNATION AND TERMINATION
All staff members are encouraged to give at least two weeks notice in writing of their intention to terminate their employment with Virginia Tech.
You must return all state property before the end of your last day. Be certain to return all
uniforms, keys, ID cards, etc. to the proper authority.
If you would like to talk about either positive or negative experiences within Dining Services
at the time you leave, you may schedule an “exit interview” with the associate director of
the Division of Student Affairs Human Resources in New Hall West at (540) 231-4281.
CONCLUSION
Dining Services would like to thank all of its staff members for their continued hard work
and contributions toward enhancing this university’s community experience.
Dining Services provides this manual as a guideline for its staff. This manual does not
supersede any policies or procedures set forth by the Commonwealth of Virginia, Virginia
Tech, or the Division of Student Affairs. Dining Services reserves the right to alter or add to
the preceding manual in order to enhance its performance or to comply with state, university, or departmental policy mandates.
If you have additional questions concerning policy or procedure, contact your unit student
general manager.
Staff members in a food service setting should constantly be aware of safety. Any dangerous conditions that a staff member cannot readily correct should be reported immediately
to a supervisor. Also, all injuries, no matter how slight, must be reported promptly to the
supervisor. All employees are responsible for familiarizing themselves with any equipment,
20
Sanitation & Safety
chemical, or other product prior to using it. Employees should not disassemble, utilize, or
otherwise operate any equipment which they have not been trained and authorized to use.
All staff members should abide by Virginia Commonwealth Health regulations.
GENERAL SAFETY
•Promptly remove and dispose of food, litter, broken glass, and china from the floor. Broken
glass should be placed in a solid container prior to discarding so that employees are protected from it.
•Clean up all spills promptly.
•Do not block aisles, stairways, doorways, or heavily traveled areas.
•Always be mindful of any surface that can be touched or walked upon—it may be hot or
slippery.
•Use hot pads or towels when handling hot utensils, pans, etc.
•Use and handle all equipment, tools, and utensils cautiously according to instructions.
•Return all equipment, tools, and utensils to the proper storage areas when a task is
completed.
•When moving carts, avoid collisions by looking before changing directions.
•Do not ride carts or any portable equipment.
•No running.
•Utilize hazard markers so guests are aware of potential dangers. These include “Wet
Floor” signs, “Hot” signs, etc.
•Use all chemical products, such as cleaners, with care and according to label directions.
Never use a chemical for any use other than its intended use. Always follow precaution
statements and use protective equipment (i.e. gloves, eye goggles) when required. Refer
to product Safety Data Sheets (SDS) for information on safety precautions, protective
equipment, and first aid procedures. SDS sheets are found in the blue Right to Know Information Station located on the wall in your unit.
•Lift with the legs; never bend and lift with the back. If an object is too heavy, ask for help.
•Do not overextend arm’s reach or physical strength; ask for help.
REMEMBER! Report any safety hazards to management as soon as you see them.
First Aid Policies
In case of accident or emergency, the employee should immediately notify the manageron-duty. The manager-on-duty is responsible for obtaining treatment and for filling out the
necessary paperwork.
Breaks to the skin on the hands (minor cuts and abrasions) are common in the foodservice
environment. Be alert to the presence of blood in the workplace following any accident
or injury to a coworker. Protect yourself from accidental exposure to hepatitis and HIV by
21
taking the following precautions (refer to Bloodborne Pathogen Control Plan located in the
assistant director’s office).
•Put on surgical-type gloves before giving first aid assistance to a coworker. Gloves are
found in response kits in convenient locations in your unit.
•Put on surgical-type gloves before handling blood contaminated materials or cleaning up
spilled blood.
GENERAL SANITATION POLICIES
•Each staff member is responsible for cleaning/sanitizing the work area at the end of the
shift or closing time.
•Cover both panned food and nonfood items.
•Do not sit, lean, or stand on equipment, tables, etc.
•When cleaning, use appropriate cleaning supplies and mix according to instructions. If
you are unsure of which cleanser to use, ask your supervisor.
•Handle food and nonfood items only when necessary.
•Gloves must be worn when handling food and beverages.
•Prior to the start of your shift and after using the restroom, the washing of hands is
required, and is to be repeated as needed.
•Sanitize food thermometers before each use.
•Only employees are allowed in the food production and service areas.
Food Storage
•Check with your supervisor before using any food from a package that has been broken
open.
•Check with your supervisor before opening any dented cans.
•Do not store food on the floor.
•Do not store any food that is ready-to-eat below foods that have not yet been cooked.
•When refrigerating cooked foods, store them in shallow pans (2 inches) so that they can
cool quickly.
•Do not refreeze frozen foods that have thawed.
•Do not store any food next to any cleaning products.
Food Preparation
•Before preparing any food, make sure all utensils and cooking equipment have been
cleaned and sanitized.
•Do not touch any food that is ready-to-eat with your bare hands.
•Wash all raw fruits and vegetables before serving or cooking.
•Cook all poultry products to an internal temperature of 165˚F for 15 seconds.
•Cook all beef and pork chops and steaks to an internal temperature of 145˚F for 15 seconds.
•Cook all beef and pork roasts to an internal temperature of 145˚F for 4 minutes.
•Cook all ground beef and pork products to an internal temperature of 155˚F for15 seconds.
•Use all leftovers within three days of their original cooking date.
•Reheat all leftovers to 165˚F for 15 seconds within two hours.
•Reheat all leftovers only one time.
•Do not thaw frozen foods at room temperature.
22
Food Service
•Keep foods covered and protected from coughs, sneezes, etc. at all times.
•The temperature of cold foods must be kept below 40˚F.
•The temperature of hot foods must be kept above 140˚F.
•Provide utensils for every food that customers will serve to themselves.
•Place the utensil that is used by the customer for self-service so that the handle of the
utensil is not on top of the food (cookies, doughnuts, etc.).
•Do not re-use any food that has already been served to a customer.
•Use a clean plate when serving “seconds” to a customer.
Employee Hygiene
•Anyone who is sick should not work around food. Inform your supervisor if you have a
cold, vomiting, diarrhea, or infected wound or boil. An employee who has diarrhea and/or
vomiting should not work until 72 hours after the symptoms have stopped. A staff member
will need a doctor’s excuse stating it was not norovirus if they wish to return to the work
place prior to the 72-hour time frame.
•Do not come to work if you or anyone you are living with have symptoms of:
• Vomiting
• Diarrhea
• Sore throat with fever (requires a doctor’s note to return to work)
• Jaundice
•Do not come to work if you have symptoms of:
• Sore throat with fever (requires a doctor’s note to return to work)
• Or if you or someone you are living with have been diagnosed with:
• Salmonella typhi
• Shigella spp.
• E. Coli 0157:H7
• Hepatitis A virus
• Norovirus
•Wash your hands upon entering your work area before handling any food.
• Wash your hands often during any food preparation and after:
• Touching any part of your body
• Using the restroom
• Coughing, sneezing, or using a handkerchief or disposable tissue
• Eating or drinking
• Using tobacco
• Handling soiled equipment or utensils
• Touching any raw foods
•Wash your hands at a handwashing sink, not at a sink used for cleaning or cooking purposes.
•Wash your hands by using warm water and soap and vigorously rubbing the hands together for at least 20 seconds.
•When washing hands, clean carefully between the fingers and under the fingernails.
•Dry hands using a single-use paper towel. Do not dry on a towel used for cleaning.
•Keep fingernails trimmed and cleaned and do not wear nail polish or artificial nails.
•Change your apron if it becomes soiled.
23
•All employees working around food or in food production or serving areas must wear a
hair restraint of some type.
•For long hair that falls below the shoulder, the hair must be restrained in a ponytail or bun.
Hair must be kept behind the shoulder.
•Beards are not allowed for anyone working in food production or serving areas unless an
employee has a skin condition or religious reason (then a beard restraint must be worn
and a manager must document the condition/reason; an employee must show a Sincerity
of Belief in order to receive a religious exemption).
•Mustaches are allowed as long as they are kept neatly trimmed and do not extend below
the corners of the mouth.
•Gloves must be used when handling any food, which is ready-to-eat by the customer.
•Change gloves when changing from one task to another.
•Gloves must be changed when they become damaged or soiled.
•Do not wear your gloves away from your work area. Remove them before leaving and put
on a new pair when you return.
•Wash hands before putting on a new pair of gloves.
•Do not eat any food in the kitchen or serving areas.
•Tobacco in any form may not be used in any food production or service area at any time.
Cleaning And Sanitizing
•Keep all equipment clean. Fully clean and sanitize all equipment after use according to
instructions from your supervisor.
•Rinse towels used for wiping food spills frequently in the sanitizing solution.
•If towels become soiled, discard in a dirty towel bin.
•Check with your supervisor on the preparation of sanitizing solution. At all times, keep a
bucket of sanitizing solution in each food production and serving area.
•Check the concentration of the sanitizing solution often, according to instructions from
supervisor.
•Change the sanitizing solution at least after each meal or more often if the concentration
becomes too low or too high.
•Do not touch the eating surface of any dishes.
HACCP STANDARDS OF CONDUCT
The HACCP team, in order to provide guidance in controlling foodborne hazards (biological,
chemical, or physical), has established the standards of conduct for HACCP. All employees,
as part of their performance must observe these guidelines. Failure to follow these standards will result in corrective action of some type similar to those listed below.
I. Agreement To Sanitation Policy
All employees will be given a copy of the document Training and Sanitation Agreement
during the orientation training. The trainer will review this document with the employee,
ensuring that the document is understood. The Training and Sanitation Agreement form will
be signed by the employee and placed in the employee’s file.
II. Performance Appraisal
Each employee will be evaluated on HACCP standards in the course of the normal perfor-
24
mance appraisal cycle. At minimum, each employee will have listed in their work tasks and
duties section the phrase: Maintains proper temperatures and record keeping according
to HACCP policies.
III. Corrective Action
A violation relating to basic sanitation and/or HACCP procedures will result in corrective
action.
For the most up-to-date organizational chart, visit the following website:
www.dining.vt.edu/leadership
25
Resource Directory
Unit Offices: Au Bon Pain................................................... (540) 231-1765
Deet’s Place ................................................. (540) 231-8614
D2 ................................................................. (540) 231-6130
Hokie Grill & Co............................................. (540) 231-6187
Owens Food Court ...................................... (540) 231-6187
Personal Touch Catering............................. (540) 231-5827
Southgate ..................................................... (540) 231-8671
Turner Place.................................................. (540) 231-5948
Vet Med Café ............................................... (540) 231-9121
West End Market ........................................ (540) 231-5621
Campus Police:
Information.................................................... (540) 231-6411
Emergencies ................................................ 911
Safe Ride........................................................ (540) 231-SAFE
Division of Student Affairs:
Dining Services............................................. (540) 231-3933
Dining Services Director............................. (540) 231-7549
Hokie Passport........................................................................ (540) 231-5121
Student Health Insurance..................................................... (540) 231-6226
Parking Services..................................................................... (540) 231-3200
Tax-Related Questions........................................................... (540) 231-5201
University Information............................................................ (540) 231-6000
Virginia Tech Weather Hotline.............................................. (540) 231-6668
Worker’s Compensation
Claim Information......................................... (540) 231-4281
General Information..................................... (540) 231-8060
26
Harper
New Hall West
N
Main
Burruss
Hall
Drillfield
East
War
Memorial
Hall
Payne
PeddrewYates Hall
Lavery Hall
Brodie
Thomas
Monteith
Rasche
North Main Street
Cash-to-Card
Machine
College Avenue
Roanoke Street
Alumni Mall
The Graduate
Life Center
at Donaldson
Brown
University Squires
Bookstore Student
Center
Vawter
Newman
Eggleston
Main
West
New Residence
Hall East
Pritchard
East
9 Southgate Food Center
Barringer
5 Hokie Grill & Co.
10 Turner Place
Draper Road
Campbell
Slusher
Ambler
Johnston
Johnson
6 Owens Food Court
11 Vet Med Café
Lee
Miles
O’Shaughnessy
Washington Street
7 Personal Touch Catering
12 West End Market
Pritchard
West
8 Au Bon Pain
Cochrane
Student Services
1 Au Bon Pain® at Donaldson Brown
2 D2
3 Deet’s Place
4 DXpress
Otey Street
Kent Street
Dr.
pus
Cam
We
st
Revised August 9, 2013
Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color,
disability, gender, national origin, political affiliation, race, religion, sexual orientation, genetic information,
veteran status, or any other basis protected by law. Anyone having questions concerning discrimination or
accessibility should contact the Office of Equity and Access.