Inner Space Caverns: Employee Manual

Inner Space Caverns:
Employee Manual
4200 N Interstate Highway 35, Georgetown, TX 78626
(512) 931-2283
Table of Contents
iii
Table of Contents
Table of Contents
iii
Introduction
iv
Section 1: Staff Attire
5
Proper Uniforms
3
Footwear
4
Jewelry and Tattoos
4
Section 2: Employee Schedules
5
Clocking in and out
7
Breaks and Lunches
8
Requesting Time Off
9
Section 3: Giving Tours
11
Time Limits
13
Cave Etiquette
14
Lights
15
Joiners
16
Section 4: CSI
17
Log In
19
Checking-Out
20
Merchandise without Codes
22
Section 5: Snack Bar
25
Opening Task
27
Daily Task
29
Section 6: Gift Shop
30
Opening Tasks
31
Daily Tasks
32
Section 7: KP’s
33
Closing Task
35
Index
36
Introduction
iv
Introduction
Congratulations on getting hired at Inner Space Caverns (ISC)! We are so excited
that you are now a part of our team. We hope that you learn a lot of new things about
Texas and the history of Georgetown while working here.
This manual will give an in depth over view of many aspects of your new job
including:







Staff Attire
Employee Schedules
Giving Tours
CSI
Snack Bar
Gift Shop
KP’s
Here is a list of the managers and their phone numbers in case you need to get in
contact with them:
Name
Tanya Vessels
Tony Bemerman
Position
General Manager
Assistant Manager
Brandie Clark
Dawn Stanco
Wendy Bemerman
Assistant Manager
Assistant Manager
Accounting
Manager
Gift Shop Manager
Danielle Williams
Reason to Contact
Weekday Emergency
Problems Regarding
Schedule
Weekend Emergency
Weekend Emergency
Problems Regarding
Paycheck
Gift Shop Related
Questions
Phone Number
281-678-2342
512-345-2456
512-920-2395
512-748-7384
512-038-3847
512-928-3490
There are many things that you will learn while at ISC and we hope you can apply
some of the skills that you learn here to other aspects of your life or future jobs. We
understand that this is a lot of information to take in as once, so please keep this
employee manual for future reference. Also, never be afraid to ask questions, we are all
here so that ISC will run smoothly.
Best Regards,
Inner Space Caverns Management
Section 1: Staff Attire
We think it is important for all staff members to look uniform while still giving them the
freedom to maintain their personality. There are a few rules that we want everyone to
follow in order for customers to make a clear distinction between employees and other
customers. All staff members should keep in mind that daily tasks may require physical
labor and should dress accordingly.
Staff Attire
3
Section 1: Staff Attire
Proper Uniforms
Every staff member is given two Inner
Space Caverns (Figure 1.1) shirts when
they are hired. It is required that each
staff member wear one of the ISC shirts
that are given to them. Staff members are
allowed to wear jeans, khakis, hiking
pants, or shorts. There should be no holes
or shredded material on your pants. If
you choose to wear shorts, make sure
they are fingertip length.
Figure 1.1
Introduction
Footwear
It is required that every staff member wear closed toed shoes. It is recommended that
tour guides wear sneakers or hiking shoes since the cave is wet and there are steep
passage ways. By wearing shoes with good traction, the odds of you falling will
decrease.
Jewelry and Tattoos
When deciding what jewelry to wear to work, you should remember that function is
more important than looks. Oversized and expensive jewelry are distracting and may
end up in the way. It is a good idea to wear small everyday jewelry.
Tattoos larger than a quarter should be covered at all times
4
Section 2: Employee Schedules
We understand that some days are busier than others, but there are some important
things pertaining to time cards, breaks, and lunches that all employees must be aware
of. Also the work schedule shows three weeks at a time, this is so that employees have
a chance to check the days they are working and let the mangers know if anything is
wrong or they are scheduled on days they originally asked off.
Employee Schedules
7
Employees Schedules
Clocking in and out
You should clock in right when you get to work.
(Figure 2.1) To do that, you click on your name, then
click in. The dot by your name should turn from red
(Figure 2.2) to green indicating that the system has
registered that you have clocked in. At the end of the
day when you are done working, make sure you clock
out. It is okay to stay around and socialize until your
friend gets out of the cave or just catch up with
coworkers but make sure you clock out first.
Figure 2.1
If you forget to clock in or out, let a manager know
immediately. If you cannot find one, write your name
and the time you think you arrived on sticky not. Stick
this on the computer. It will serve as a reminder for
both you and a manager if they see it as they walk by.
Figure 2.2
Introduction
8
Breaks and Lunches
Everyone gets two 15 minute breaks and a 30 minute break. You are more than
welcome to take the entire time, but you must remain cautious if their presence is
needed. Also, if you need to run to the bathroom or step outside for a quick second,
that does not have to count as one of your breaks. Here are some steps you should
follow
1. Make sure someone is at every register (Figure 2.3)
No register should be left unattended
2. Tell the person working the register where you are going
This is important just in case anything happens and they need to be able
to find you. This also gives them an estimate of how long you will be
gone.
3. Complete you break in a timely manner.
Other people may be waiting to eat, or are counting on you getting back
soon.
It is not necessary to clock out when you take your breaks.
Figure 2.3
Figure 2.1
Figure 2.1
Figure 2.1
Employee Schedules
9
Requesting Time Off
The time-off request forms are located on top of the
metal filing cabinet behind the clock in computer.
(Figure 2.4 & 2.5)
Figure 2.4
Make sure you fill the form out completely.
Figure 2.5
Once you fill out the form, take it to the receptionist
desk and put in in the “Time -off Request” box. (Figure
2.6)
Figure 2.6
Section 3: Giving Tours
As a new employee, you will be trained only on the standard adventure tour to start off
with. After you become comfortable with that tour, you will learn the hidden passages
tour. Communication while in the cave can keep everything running smoothly. A lot of
things can happen while you are in the cave but it is your job to keep everyone safe.
Giving Tours
13
Giving Tours
Time Limits
It is very important that you stay within your time limit. Customers are told how long
their tours will last and plan accordingly. If you run longer or shorter than expect, then
customers will have to change their plans that were already determined.
When giving the standard adventure tour, it is a good idea to keep the tours between
an hour and hour and fifteen minutes. (Figure 3.1) If you go any faster than this, you
may catch up with the tour in front of you causing that tour to be rushed. Vice versa, if
you go slower than this, you will cause the tours behind you to pile up.
A Hidden Passages tour should last 50 minutes to an hour. This path way is not long, so
to fill up time you should walk slowly and encouraging participants to take a closer look
at things is an easy way to fill up time.
Figure 3.1
Introduction
14
Cave Etiquette
Remember when you are in the cave, what you does not only affect your tour, but it
also affects the tour(s) in front and behind you. If you walk in a room and the tour in
front of you hasn’t left yet, try to slow down. This can be done by talking more slowly,
adding more information, pointing out details that you don’t normally mention. Things
to point out:




Mammoth tusk
Types of bats
Facts about Texas
Formations shapes like real life objects (Figure 3.2 shows a natural pool shaped like a
crescent moon)
Also, if you notice a tour right behind you, try to speed up your tour. This is not done
by speed walking through the cave, but by cutting out some of your information. The
easiest way to do this is cutting out everything but the facts. You do not have to do this
for the rest of your tour, but this should be done for at least the next two rooms.
Figure 3.2
Giving Tours
15
Lights
The light system in our cave (Figure 3.3) is a way of communicating without actually
talking. Different amounts of flashes mean different things.
If you are entering a new light zone and the lights are already on, you want to turn
them off then turn them back on. You should not keep the lights off for more than two
seconds. By doing this you are letting the tour guide in front of you know that you are
entering their light zone so they do not turn the lights off on you and your tour. If a
tour is passing you and they do not flash the lights BEFORE you get to the next light
switch, you should flash the lights at them. This will let them know that it is now their
job to turn off the lights when they leave. If you turn on the lights for a light zone
and/or make it to the other end without seeing another tour, turn off the lights behind
you.
Figure 3.3
Introduction
16
Joiners
Joiners are people who bought tickets after you left the building. Another tour guide will
guide them into the cave to catch up with you and your tour. If the lights flash twice,
this is the Ticket Booth telling you to expect joiners. This means to stop where you are
and wait for them. This can take five to fifteen minutes, but it is your job to wait for
them.
While you are waiting you can interact with the participants (Figure 3.4) on your tour by
asking them where they are from, talk about the weather, spit out some cool facts that
you know. DO NOT continue your regular tour until your joiners have met up with you.
Tour Guide
Figure 3.4
Section 4: CSI
CSI is the cash handling processing system that we use at every register. Every item in
the gift shop and snack bar has a four-digit number that corresponds to the items price.
It is very important that you double check all of your cash transactions while working
with customers. This will reduce the amount of errors at the end of the day.
CSI
19
CSI
Log In
Every ones logins are generally the same
initial
Username: First name, space, last
Password: 5 digit number
EX) Username: Kathy H
Password: 33765 (Figure 4.1)
If you ever forget your Username or
password, ask a manager and he or she can
look it up for you.
Figure 4.1
If the computer is already logged into, go
ahead and sell merchandise (Figure 4.2). Also
you do not have to log out every time you
leave a workstation. If the computer asks you
to log in, go ahead and use your own login.
Figure 4.2
Introduction
20
Checking-Out
Most merchandise in the gift shop will have a price tag
on it (Figure 4.3). After working at ISC for a while, you
will memorize some codes just because they are
frequently bought items.
Figure 4.3
Items in the gift shop with price tags that contain the
4 digit code. (Figure 4.4) The price tag is usually
located on the back or on the bottom of merchandise.
Figure 4.4
In the “Item (SKU)” box, type in the 4 digit number,
then press enter (Figure 4.5). The price and
description of the item should pop up. It is important
that you check the price in the computer as well as on
the merchandise to make sure you have entered the
code correctly.
Figure 4.5
CSI
21
Once you press enter, the curser will move to the
quantity box. In this case there is only one necklace so
you should type in the number 1 and then press enter
again. Your screen should look Figure 4.6 when you are
done.
Figure 4.6
To get the total after tax, you will need to press the “+”
button. This will have their total come up (Figure 4.7)
and from there they can determine which method of
payment (cash, credit card, or check) to use. If they use
a card, the rest of the transaction will be completed on
the credit card machine and the receipt will print
automatically when they are done.
Figure 4.7
If the customer pays with cash, you will need to enter
the amount they give you. In this example the customer
pays ten dollars, you will need to type in “10.”.(Figure
4.8) It is important that you add the period after the ten
otherwise the computer will think you only received 10
cents instead of ten dollars. Once you press enter, the
computer printout a receipt as well as display the amount
of change the customer will receive.
Figure 4.8
Introduction
22
Merchandise without Codes
When customers come to check out, they may
bring items that do not have price tags on
them. This is either because we do not put
price tags on the item or the price tag has
fallen off. If the price tag has just fallen off,
you can ask the customer to go get another
one or follow the procedures as if it was never
labeled.
Figure 4.9
There are cheat sheets posted in both the
Gift shop and the Snack bar (Figure 4.9). The
items on the cheat sheets are commonly
bought items. The items are in alphabetical
order by name. So if you are trying to sell a
“Daisy Bracelet,” you should go down to the
“D’s” and there will be the four-digit code for
the bracelet which is 1589.
If you do not know the name of the item or it
isn’t on the cheat sheet, you can type a
description into the description box. In the
Figure 4.10, we have an arrowhead necklace.
Figure 4.10
CSI
23
You should type arrow head necklace into
the “Description” box then press enter.
Many options are going to come up. You
should look at the quantity to help narrow
your search. If it does not have a quantity
or the number is a negative, this means we
no longer carry that item. In this case the
“Fancy Arrowhead Necklace” is the only one
that has a quantity, so it is safe to assume
this is the right one (Figure 4.11).
Figure 4.11
Once you have decided which one it is, click
on it and press enter (Figure 4.12). Then
proceed like normal.
Figure 4.12
Section 5: Snack Bar
It is required by the Consumer Health Department that everyone who works in the
snack bar have an up to date Food Handlers Card. All employees are subject to work in
the snack bar so we require everyone get their certification through on of the assistant
managers. This allows everyone to gain the basic knowledge about food is stored and
heated.
Snack Bar
27
Snack Bar
Opening Task
There are 5 tasks that need to be completed within the first thirty minutes of being at
work. The order in which you choose to do them does not matter as long as each one
gets done.
1. Making coffee
Most people who work at ISC will clock in, grab a cup of
coffee, and then start their day. It may be beneficial to
do this step first (Figure 5.1). If you are unsure of how to
make coffee in our machines, the instructions are posted
underneath the machine. You can find filters and coffee
grounds right underneath the coffee machine.
Figure 5.1
2. Making Popcorn
Figure 5.2
The ingredients and instructions on how to make
popcorn are found in the cabinet underneath the
popcorn maker (Figure 5.2). While making popcorn,
keep in mind that it will take 5-7 minutes for the
popcorn to pop fully. After about seven minutes the
popcorn left in the kettle will begin to burn. Make sure
you are listening for when the kernel pops are getting
more than two seconds apart. At this time it is safe to
turn off the kettle and dump the rest of the popcorn into
the bottom.
4. Restocking
Bottled drinks, candy, chips (Figure 5.3), and nuts need
to be restocked at the beginning of each day. The
bottled drinks can be found on the top two shelves in
the refrigerator. The candy, chips and nuts are found in
the gray metal cabinet. If you notice we are running low
on a specific item notify an assistant manager.
Figure 5.3
Introduction
28
3. Filling up the ice machine
Figure 5.4
The ice chest (Figure 5.4) that we get the ice for drinks
out of is not an ice maker so we must fill it up every day.
The ice machine is located in the back across from the
sweet leaf tea and right next to the freezer. On top of the
ice machine is an ice scoop and a five gallon bucket. Fill
up the bucket using the ice scoop and pour the ice into
the ice chest. Do this about four times or until the ice
chest is full. Keep in mind that the bucket will be heavy,
and you have to lift it about 3 feet off of the ground in
order reach the top of the ice chest.
5. Checking food that is in the refrigerator.
Pickles and Jalapenos are always kept in the refrigerator
(Figure 5.5). These also need to be restocked but are
often overlooked because they are always kept in the
refrigerator and not out on the counter like everything
else.
Figure 5.5
Pickles jars are kept in the gray metal cabinet across
from the freezer. To make the selling of pickles
easier, we put the pickles in individual sandwich bags
so that the person working the snack bar can just
run to the back and grab a bag rather than get one
out from the jar. To restock pickles, find the
sandwich bags that are located on the brown
bookcase across from the hand washing sink. Place
one pickle in each bag and make sure the entire seal
is zipped properly. Put in the container labeled
“Pickles” in the refrigerator.
Snack Bar
29
Daily Task
While working in the snack bar area, it is your job to sell things and answer any
questions customers may have. If there are multiple people working (Figure 5.6) in the
snack bar area, the managers may ask you to go to the gift shop or assign you another
task to do.
Things to do when you don’t know what to do:






Sweep
Whip the tables and counters
Restock
Wash dishes that are left in the sink
Dry and put up dishes that have been cleaned
Put new batteries in the flash lights
If you have done everything on the list above ask an assistant manager what they think
you should do. Whatever task they give you should be done in a timely manner.
Figure 5.6
Introduction
30
Section 6: Gift Shop
Other than ticket sales, the gift shop collects the most money. It is very important that
the gift shop is restocked on a daily basis as well as clean. It may be difficult to
remember the code for some of the merchandise, but through repetition it becomes
easier.
Gift Shop
Opening Tasks
When opening the gift shop your only opening task that must be completed within the
first twenty minutes of your being at work is restocking.
1. Restock
The first thing you want to do is look around the gift shop
and decide what needs to get restocked. Everything that is
in inventory (not on the floor) is kept in the warehouse
behind the main building. When you walk in the
warehouse, rocks are kept on the right and everything else
is on the left side. From here you just have to search for
what you need. If you cannot find it, ask the gift shop
manager if we still have it in stock.
Figure 6.1
When deciding how much merchandise to put on the shelf,
remember you never want it to look like we are running
out. Every display and shelf should look as if nothing is
missing (Figure 6.1).
If there are multiple workers in the gift shop, the managers may pull some of you to do
different tasks like unlocking the doors, vacuuming, and counting money. These tasks
need to get done in a timely manner just like the other opening task.
Introduction
32
Daily Tasks
While working in the gift shop, it is your job to
sell people merchandise (Figure 6.2) as well
as direct them in the general direction of what
they are looking for. If there are multiple
people working in the gift shop, there should
be no more than two people at each register.
Figure 6.2
What to do when you don’t know what to do:







Walk around the gift shop and find things that are out of place and put them where
they go
Straighten up the merchandise
Clean displays
Reorganize the jewelry displays
Reorganize the street signs and key chains
Restock merchandise
Organize the warehouse
Section 7: KP’s
KP’s is a military term that means Kitchen Duty. We adopted the term to refer to all
cleaning duties that are done at the end of the day. Everyone must complete their
assigned KP before people can start going home. It is import that everything is done
properly and in a timely manner.
KP’s
Closing Task
At the end of every day the person
working Ticket Booth will make a KP list an
hour before closing every day. They will
post it on the bulletin board by the snack
bar (Figure 7.1). Every spot will have at
least one person. If we are short staffed,
some people will get two. The only KP that
will always have two people is the
restrooms. Once male and one female will
be assigned to the respective restrooms. If
you do not have a KP, you should help
other people with theirs. The bathrooms
and kitchen take the longest so you should
try to help out there first.
Figure 7.1
Introduction
36
Index
C
Cave · 4, 7, 11, 14, 15, 16
Clean · 32
Code · 20, 22, 29
Customers · 7, 13, 17, 22, 27
G
Gift Shop · v, 29, 31
K
KP · v, 33
L
Light · 15
M
Manager · 7, 19, 26, 27, 31
Merchandise · 19, 20, 29, 31, 32
R
Restocking · 25
S
Snack bar · 17, 23, 26, 27, 34
T
Ticket · 29
Ticket Booth · 16, 33
Tour · 4, 11, 13, 14, 15, 16