Durham Bulls Concession Stand Info

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During baseball season (April to November), we staff the Dillard Barbeque concession stand at all Bulls home games. This has been a profitable booth for us, and lots of fun. You must be at least 14 years old. In this booth, we do serve beer, but the students cannot touch the beer or the money; students can, however, handle the food. Sign ups are done through the coordinator or online. You must show up 2 hours prior to the game. Inventory is done before and after each game. Each game has an event leader who is responsible for the money and the ending count, and turns in the money and paperwork after closing. The band receives a percentage of the proceeds of the concession stand, and after crediting band accounts, any extra monies are given to the general band fund. Credits to band accounts vary depending on the month and day; events can credit $25 or more into your band account (an additional $10 for event leaders). Download the Durham Bulls Guidelines for information on what working the concession stand entails, and see www.durhambulls.com for a schedule.

Band Account Credit Information

Depending on the day of the game and the responsibility you have signed up for, the following are the amounts that will be credited to your band account:

Under no circumstances will any workers be paid cash either by Centerplate or ADHS Band boosters.

Worker Information

You can read the Operations Manual (PDF) (updated for 2010) for the concessions stand. It's summarized here:

• Check In time is two hours prior to the game (one hour before the gates open).
• T-shirts are provided by the Durham Bulls. They are the only shirts that can be worn while working; they must be returned or the band will be charged $25. (We will charge your band account).
• You must wear closed-toe shoes or sneakers (no sandals, flip flops, or Cros), black or khaki pants or shorts (shorts must be knee length). No jeans or spandex. Durham Bulls or ADHS Band baseball caps may be worn and are encouraged, and must be worn in the proper manner (not sideways or backwards).
• Earrings are to be worn only in the ears. Big, dangling earrings are prohibited as they are a safety hazard. No excessive jewelry.
• Long hair must be tied up (per the Health Department).
• Centerplate is not responsible for personal property; they recommend leaving valuables in the trunk of your car or at home.
• Cell phones cannot be used while working in the stand (make or receive calls during breaks)
• You may bring your own cup for soda, provided it has a lid and straw, and must be kept beneath the countertops. Conex cups are provided.
• Do not eat within view of the patrons. Use the break room (first base line).
• See Guest Service guidelines, below. This is reprinted from their manual.

• At times workers may be offered monetary gifts from customers. You are welcome to accept these tips, but are strictly forbidden to solicit them. Tip cups are not allowed.  All tips received should be forwarded to the booster treasurer for the general fund.

If you find you cannot work a shift you signed up for, you are required to find your own replacement. If you cannot find anyone to replace you, PLEASE CALL THE COORDINATORS ASAP. DO NOT BE A NO SHOW

Tips:

Guest Service

Great GUEST SERVICE is the cornerstone of our industry; without it we have nothing. Serving our guest with respect and a SMILE is something that should make us proud. How we serve our patrons can make a difference between a good experience and a bad experience.

We need your assurances that you will do your best to make everyone you come in contact with at the facilities know they had a better experience because of how you served them. Listed below are some key points to remember when serving customers:

• MAKE EYE CONTACT & SMILE. Start and end every guest contact and communication with direct eye contact and a sincere smile.
• GREET and WELCOME your guest to Durham Bulls Athletic Park and give prompt & courteous service with a smile.
• Display Appropriate Body Language at all times. Be alert, good posture and a smile add to guest services. Do not lean or sit on counters. Look like you want to service our guests.
• Always ask, “Would you care for anything else.” Try some suggestive selling.
• If you have a problem customer, DO NOT become a problem yourself, even if the customer is using foul language. If the customer gets out of hand, call the Centerplate supervisor or manager.
• If the customer has a complaint, DO NOT get defensive. LISTEN, be apologetic in a courteous way; inform the patron that you will try to correct the complaint if possible or that you will immediately notify your Supervisor for help with this complaint. It is the responsibility of each staff member to attempt to the best of their ability to immediately resolve a guest service failure before it becomes a Guest Service Problem. Notify the Centerplate manager at once.
• Work your lines in the quickest and most pleasant manner possible.
• When accepting the customer’s money, first lay it on the counter next to the register, and then make change and count the change back before putting it into the cash drawer.
• Always remember to THANK your customer in a sincere manner for their patronage.

The conduct of our customers must not affect our own conduct. We are in a service business where patience and understanding are required. These required attitudes are sometimes difficult in the face of unfair criticism by a customer, but patience and understanding must be practiced if we are to succeed. If you should encounter a problem that you cannot handle by yourself, ask your group leader, manager or supervisor for assistance.