SNACK BAR / SHOPPE
SNACK BAR / SHOPPE - General Information
In the food service area you have six main responsibilities:
- Quality of Product
- Guest Relations
It is the execution of these key responsibilities that make your
Food Service Department successful. It is up to you to be constantly
aware of these areas and to practice them daily.
The major reason people come to your facility is to escape the
routine of their daily lives. People come to enjoy the camp-resort.
What really makes the resort work is YOU. You
are the key ingredient. All the facilities provided would be lifeless
without you. This is why it is important to greet each guest with
a sincere "May I help you?" Treat each person as a unique
individual. Find patience when helping the old and indecisive; tolerance
for the rude. Smile when possible; but, even more so, show an honest
concern for each guest's stay while at your camp-resort.
Remember, the excitement can be soon forgotten; only YOU are remembered.
You are the public's image, so always present an excellent image
to patrons, your guests.
It is imperative that high standards of sanitation be employed.
Check with your local Board of Health for specific sanitation guidelines.
Be careful never to serve any products which could have been contaminated.
If something is dropped, throw it away immediately!
This applies to food, as well as all plastic utensils, cups, napkins,
bags, plates and wrappers. Keep your work station spotless at all
times. Always keep a towel handy to wipe up spills and drips as
Personal hygiene also is extremely important. Be sure to wash your
hands before your shift and after your break. Fingernails must be
clean and trim. Hair must be kept away from food. Be sure to wear
a clean uniform at all times and your name tag clearly visible.
Please, be sure to wear a clean uniform at all times. Name- tags
are to be clearly visible at all times.
All trash and garbage should be kept in covered containers and
removed regularly. Picnic areas, pavilions and other park areas
where families may meet for a cookout should be policed with great
care if for no other purpose than to provide an aesthetically pleasing
area in which to eat.
Speed of Service
No one likes to wait in lines. The only way to remedy this in Food
Service is to work as quickly and as efficiently as possible without
neglecting Guest Relations, Cleanliness or Quality. Be sure that
you have the proper amount of product ready to serve at all times.
Keep an adequate supply of food near at hand for preparation. Napkins,
bags, wrap, cups, plates, utensils and condiments should all be
stored within easy reach. When busy, move quickly. When slow, prepare
for the upcoming busy moments. If you need assistance in a particular
matter, feel free to request another employee's help. Coordination
of these activities will require a certain level of awareness, an
awareness which is part of your job responsibilities.
Quality of Product
It is essential that you make sure you serve a quality product.
NEVER serve a product you would not eat yourself. Always be aware
of how the product looks and make sure it is served at the proper
Show is important to your operation for several reasons. The price
of the product you are serving is based on the portion size of that
product. When you serve more or less of the product this directly
affects the food cost of that product. The product sizes have been
carefully thought out to give the product its best look, and as
stated above, eye appeal goes a long way towards determining perceived
quality of that product.
Always be aware of portion control and any questions you have regarding
a certain portion should be directed to your supervisor.
Guest Relations is an important ingredient in both Service and
Show and the courteous manner in which we treat our guest. Remember
to greet them with a smile and make yourself available to help with
anything they may need. The guest is never an interruption
of your work but the basis of your job function. It is up to each
employee to maintain high Guest Relation standards.
The key to successful Guest Relations is "Approachability".
To help you become more approachable, here are a few hints to remember:
1. Be Aware - You can attend to your guest,
only when you have recognized their presence. (Be aware of your
2. Be Attentive - A good salesperson "Approaches"
prospective customers, before they approach him/her.
3. Be Courteous - All our guests deserve courteous
treatment under all circumstances.
There are three important ingredients, combined in hundreds of
different ways, that have led to Food Service success. The formula
is simple; just be Friendly, Courteous and Approachable.
Once in a while, you may encounter a difficult guest. It is very
important that you portray the same friendliness and warmth as you
would to a friendly guest. Here are some helpful hints if you encounter
a difficult guest:
1. Never argue.
2. Handle all complaints sincerely and courteously.
3. Listen attentively.
4. Explain any facts or policies that the guest may not have understood.
5. Notify a supervisor, if you are unable to resolve a guest complaint.
6. If a guest becomes in any way abusive or violent, notify a
supervisor immediately. Stay with the guest and tell them that
they can talk to your supervisor. Never attempt to handle an abusive
guest yourself!! This is your supervisor's responsibility.
Additional profits can be earned from a food service operation.
Food service is provided in various forms such as:
- Snack counters inside store
- Free standing food service buildings.
- Full-fledged sit down service.
- Food or drink carts.
- Carry out service.
- Self-service counter.
- Outside catering.
With products available today, most campgrounds can succeed in
building a fast food business without major expenditures and additional
labor allocations through refrigerated and frozen microwaveable
Using processed foods such as prebreaded, precooked, presliced,
preportioned and preassembled will eliminate several steps in preparation
which will result in reduced wage costs and provide consistency
in food presentation.
Consistency is extremely important in a food operation. Too few
retailers have enough food service expertise to successfully maintain
consistency in on-site preparation. If there is a lack of ability
to give customers consistent products every day then don't waste
time and money in a food service operation.
Making money in food service is a direct result of good execution.
It is necessary to deliver a high quality product at a good price
on a consistent basis in order to make money in a food service operation.
1) The menu should be a limited variety of quality food items
based on market needs, customer profile and competition.
2) Preparation instructions must be a well written procedure
to guarantee finalized product consistency.
3) Strict controls must be set and adhered to for sanitation,
portion control, food cost control and customer service.
4) Training of food service employees is very important and a
thorough teaching program is absolutely necessary.
REMEMBER, DON'T TRY TO OFFER A MENU OF A RESTAURANT WITH CAPABILITIES
OF A SNACK SHOP.
EQUIP YOURSELF WITH FACTS BEFORE YOU EQUIP YOUR STORE.
There are requirements to satisfy the Health Department and some
states have and/or are active in passing laws to control food service
operation. A restaurant license may be required and certified food
handlers license may be necessary. Due to food contamination the
food and drug inspectors are also active in checking food service
Work closely with your local Health Department in planning, securing
business license and operating your food operation. Your local inspector
can provide you with guidelines for food storage, defrosting, cooking,
holding time and cooling time. Example: Cold foods should be held
below 40 degrees and hot foods above 145 degrees. Pay close attention
to the surfaces that food comes in contact with after initial preparation.
Be consistent in product handling from the moment food service
components arrive at your store until the time the product is sold.
Failure in product handling will result in spoilage, contamination,
off color, off flavor and poor merchandise appeal. Daily follow-up
is necessary for proper storage of food, daily rotation and prevention
of cross contamination - hot and cold. Leftovers should be cooled
down very rapidly in shallow container, 3" deep or less according
to the U.S. Department of Agriculture. The USDA also states that
cooked foods should not be left at room temperature for more than
The Health Department will require you to install part or all of
the following equipment:
- Hand sink
- 3-compartment pot and pan sink
- Exhaust system over fryers and grills
- Cooling system
- Air makeup system if exhaust is used
- Proper and adequate prep area
- Proper sanitation
- Proper and adequate refrigeration
- Restrictive wall and ceiling covering
- Adequate lighting
- Safe customer service area
- Proper drains which may include grease traps
Type of operation will dictate additional equipment such as:
- Microwave oven
- Coffee maker
- Pizza oven
- Pizza warmer
- Nacho warmer and displayer
- Popcorn machines
- Hamburger cooker
- French fry cooker
- Chicken and rib rotisserie
- Soft ice cream machine
- Donut maker
- Belgian waffle machine
- Crepes machine
- Corn dog cooker
- Funnel cake fryer
- Ice cream cabinets
- Waffle cone machine
- Cash register
Various ingredients in the food business are made into saleable
products. Each ingredient has a cost factor that must be considered.
Each product produced will require wage costs which affects controllable
Generally speaking the cost of a finished product excluding wage
costs and supply costs, such as paper and plastic, multiplied by
3.5 will equal a retail that will show 28.6% food cost and 71.4%
markup. 3 x cost will produce a 33.3% food cost and 66.6% markup.
Food cost, except on promotional and special sale items, should
not exceed 40% with 30% desirable.
Wage costs should not exceed 25%.
Supply costs (depending on type of service) will run 10% to 20%.
30% - 35%
5% - 10%
60% - 70%
35% - 40%
|Factor % will vary with type of service.
Promoting Your Food Service Operation
- Good entrance menu board. "Specials".
- Discount coupon-given at time of registration.
- Use clown, bears or other drawing person, to bring people to
snack bar area promotion.
- Theater announcements each evening.
- Expansion of menu's through "special event programs".
- Use of suggestive selling techniques.
- Good layout and attractability of snack bar and surrounding
area, i.e. deck area, patio, inside dining area, etc.
- Use of menu at snack bar.
- Use good point of sale signs, change often!
- Develop incentive bonuses for your people.
- Use K-Mart blue light special techniques.
- Train your staff.
- Have a punched card program. Get a punch for each dollar purchased,
after each ten dollars purchased get a free - glass, hot dog,
or what ever the gimmick is might be.
- Get a 7oz. cup and promote the nickel coke. Signs etc., are
needed. Work with Pepsi, Coke or vendor to co-sponsor.
Money Safeguarding Procedures
Tips on Making Change:
- The "Change Fund". This is your beginning supply of
change for use during the day.
- Register snack sale first - serve afterwards.
- Mention total of sale and amount received from customer. For
example: "That is $2.44 out of $5.00".
- Place the customer's money on the register change plate.
- Deliver change, receipt, and lastly food to the customer. If
purchase is $2.44 out of $5.00, start counting with the $2.44,
$2.45, $2.50, $3.00, $4.00, and $5.00. Place the change in the
customer's hand. Do not just throw it on the counter. Place the
money received in its proper compartment, and close the cash drawer
- Thank the customer. No sale is satisfactorily completed until
the customer is sincerely thanked by words and manner. Make the
customer want to return to your snack bar.
Safeguards in Handling Money:
- Cash drawer management. Keep enough change and currency in your
drawer for prompt customer service, but avoid "stuffed"
- Make change with fewest coins possible.
- Do not "bunch" several sales when recording them
on the sales register.
- Keep cash drawer closed when not in use.
- If you give incorrect change - ask the customer for it back
and recount it. If you made the error, make the necessary correction.
If there is doubt get someone in higher authority.
- Train yourself to immediately recognize bad or counterfeit
money in-so-far as practical.
A thorough training program is essential for employees that will
work or manage the food operation.
Follow-up of food service is necessary to ensure good personal
hygiene, clean simple uniforms, clean and sensible shoes, clean
hair and nails.
Hands must be kept away from face and mouth, nose blown in private
area away from customers and hands washed frequently.
It is desirable to provide instructions in the form of a training