Team Member Handbook

TwisteeTreatUSA

Page1
4/2013

Welcome to Twistee Treat USA!

This handbook is designed to help you fully understand our policies and
procedures, and to ensure proper training. Please note that the policies
stated in this handbook are guidelines only and are subject to change at
the sole discretion of Twistee Treat USA, as are other policies, procedures,
benefits and programs of the company. We will keep you updated on any
changes in policy through postings on the team member bulletin board.
Feel free to ask any questions and voice your concerns. We are striving to
be your Employer of Choice, and we look forward to a long and mutually
beneficial relationship.

Please note:
This Team Member handbook is not a contract for employment, and does not
create any contractual rights between Twistee Treat USA and its team members.
Although we hope for a long relationship, either you or Twistee Treat USA may
terminate this relationship at any time, and for any reason, with or without cause
or notice. This is known as employment at will. No manager has the authority to
enter into an agreement or make any promises or commitments contrary to this at
will employment.

TwisteeTreatUSA

Page2
4/2013

OUR MISSION STATEMENT

WE HANDOUT SMILES!

The Twistee Treatment

At Twistee Treat, we didnt invent ice cream; we perfected the ice cream experience!
Our 25 foot tall ice cream cone shaped building is recognizable and memorable.
What is meant by the Twistee Treatment? SMILES! Thats what it is all about. We
want to see Smiles on every employees face and on every guest!
We promote the phrase; SMILES are FREE!
At Twistee Treat, we serve only the freshest real ice cream. Everyone loves Twistee
Treat. Our real ice cream is only half the story. At Twistee Treat, making every guest
Smile every time you serve them our ice cream is a huge responsibility. What we know
is SMILING is Contagious. Your smile affects everyone around you. So spread the
smiles around!
When our guest sees the 25 foot tall ice cream cone building, they SMILE. They
remember how great ice cream is. We remind them of a simpler time. Eating at Twistee
Treat brings out the inner child.

Our Goal is to provide an ice cream experience as unique as our building.

TwisteeTreatUSA

Page3
4/2013

The 2 Ps
Everyone at Twistee Treat is hired for two reasons: Personality and Performance.
Your personality makes you an enabler of smiles! You will have to work hard, and
youll have fun with your peers and our guests.

Our Story
Our story started in 1983, in Fort Myers, Florida. An idea to serve real ice cream served
in a larger than life sized ice cream cone was born! The Twistee Treat ice cream cone
dots Americas landscape. We serve real ice cream made fresh daily.
Our building helps define our business, and our product is second to none. Our service
is what guarantees repeat business. Smiles, friendliness, and guest focus.
Our guests experience is our only concern. They are everything to us. You are the
guarantor of the guest experience. A smiling, friendly face who can answer any of our
guests needs helps ensure a repeat visit.
Guest satisfaction is including every guest personally in the experience!
By including every guest in The Cone Experience you enable every guest to become a
fan!
Your personalized service signature is why you were hired. Connecting Twistee Treat
with each guest, and the community we reside in, enables our companys growth.
Smiles are contagious as is our sales growth. It is solely up to you to make a connection
with every guest
At Twistee Treat, your window of opportunity to shine is limited. The guest walk-up
window is only 3 feet wide. The time to order is limited. Your opportunity to impact the
guest experience is also limited.

Can you see why smiling is so

important at Twistee Treat?

TwisteeTreatUSA

Page4
4/2013

How will you welcome every guest to ensure the next visit?
Three steps to ensure every guest becomes a fan:
1.
2.
3.
4.

SMILE and welcome every guest. Welcome to Twistee Treat!

Do not be order taker, be a friendly face who wants to help.
Ring up all orders, REPEAT the order, and ensure it is accurate.
Deliver the guests order accurately then sincerely thank every guest with a
SMILE!

The Twistee Treatment is a commitment to welcome every guest with a smile, help
every guest through the menu, and make sure we get it right the first time.

Smiles are contagious, so spread them around!

How important is a friendly, outgoing, smiling employee at Twistee Treat?
Its everything!
If at any time any employee is not being treated with a smile from their co-workers or
any employee is not treating any guest with a genuine friendly attitude, it is a cause for
dismissal.

How to prevent this course of action:

1. Report any concerns immediately to your supervisor if something or
someone is preventing you from having a genuine smile.
2. Remove all personal distractions when you clock in at Twistee Treat. You
are in the business of serving ice cream, and that alone brings smiles to
anyones face! Your attitude and smile complements the delivery!

TwisteeTreatUSA

Page5
4/2013

GUIDED PRINCIPLES

T.I.P.S.
Teamwork
At Twistee Treat every individual is responsible for contributing to each
others success.

Integrity
Our most important asset is our Twistee Treat reputation; we must
uphold and perform to the highest ethical standards.

People
Our employees and customers define our company and help maintain
our outstanding reputation.

Sociable
At Twistee Treat the majority of your job is to be friendly, smile and
have fun while getting your work done.

TwisteeTreatUSA

Page6
4/2013

1. Equal Opportunity Employer

It is the policy of Twistee Treat USA to provide equal opportunity in
employment for all qualified persons and to prohibit discrimination in
employment because of race, creed, color, sex, age, national origin, religion,
disability, sexual orientation, citizenship, marital or veteran status, or any
other status protected by federal, state or local laws.
It is the policy of Twistee Treat USA to select the best qualified person for
each position within the organization. It is the intent and resolve of Twistee
Treat USA to comply with the requirements and spirit of all laws and the
implementation of all facets of equal opportunity. The policy applies to all
employment practices and personnel actions including but not limited to
recruitment, selection, training, promotions, pay rates, discipline and
termination. Federal and State law requires Twistee Treat USA to verify each
new team members identity and legal right to work in the United States as
a condition of employment.
2. Team Work
The key to a successful company is proper training and team work between
management and team members. The key to team work is communication
in the form of job descriptions, team members meetings, on the job
training, memos, and team member suggestions.
The relationship you develop with your fellow team members, managers,
and above all our guests, directly affects your work standards as a
successful team player.

TwisteeTreatUSA

Page7
4/2013

3. Personality and Attitude

Your personality is the quality characteristic that distinguishes you from
everyone else. Twistee Treat USA encourages you to elaborate on your own
personal style. Enthusiasm, a cheerful smile, team work and a sense of
urgency are all important ingredients to provide unparalleled service to our
guests.
4. Guests Relations
It is the policy of Twistee Treat USA to be guest and service oriented and to
require team members to treat all guests in a courteous and respectful
manner at all times.
Team members must understand that the guest comes first. Each team
member must strive to make every guest experience as comfortable and
positive as possible.
Team members must exercise courtesy and professionalism in all forms of
communication, written or verbal. Team members must report any guest
problem or complaints to management immediately.
Twistee Treat USA will not tolerate rudeness to a guest, under any
circumstances. Such action is in violation of our Guest Relations policy and
will result termination.

TwisteeTreatUSA

Page8
4/2013

5. Communication
Open Door Communication- It is Twistee Treat USAs policy to provide
open and accessible channels of communication between supervisors and
team members. Expression of team members suggestions, problems or
complaints is a fundamental principle of employee retention. We
encourage our team members to talk to their supervisors and managers
about anything that might arise concerning their work without fear of
reprisal.
Should you have any difficulty in communicating with your supervisor, feel
free to contact the unit manager.

If you are still unsatisfied with that

communication, you are welcome to contact the Twistee Treat USA

Corporate Office at 407-354-2200 ext. 232 and ask to speak with our
President, Corey Balzer.

6. Schedules
Schedules will be posted by Thursday opening to reflect the next weeks
schedule. It is your responsibility to copy down your schedule and if need
be replace your shift only with management approval.

Any concern

regarding your schedule must be directed to your supervisor or manager.

Please note; you were hired to work a specific availability; a change in
availability may alter your employment status.
Requests off must be in writing, and entered into the request book at least
10 days prior to the request date. We will work very hard to ensure all
requests are granted, but Twistee Treat USAs policy is to provide
excellence in guest service and from time to time personal schedules may
have to be altered.
TwisteeTreatUSA

Page9
4/2013

7. Attendance
If you are unable to attend work, for any reason, you have two
responsibilities. First, you are responsible for covering your shift. Second,
both you and your replacement must sign the schedule change book to
validate the agreement and a manager must approve the change.
All absences are classified as excused or unexcused.

Excused absences

must be approved in advance and may occur for any of the following
reasons. Written documentation for the absence is required. Here are
examples;
Illness with doctor notes
Authorized Leave (personal, military, medical, family)
Jury duty
Family emergency
Good attendance and punctuality are conditions of employment with
Twistee Treat USA. On time means you are ready to work 5 minutes before
the start of your shift.
When you work in the Cone, every team members role is vital. If you fail to
show for your shift it has to be covered. We can never go without the
required amount of team members.
Failing to show or call for a scheduled shift, is grounds for termination.

TwisteeTreatUSA

Page10
4/2013

8. Disciplinary Procedures
Twistee Treat USA policies and procedures in the area of discipline are very
clearly defined to protect both the team member and Twistee Treat USA. It
is our policy that all disciplinary action be consistent and fair. All stages of
disciplinary procedure are to be documented in the team members file.
Accordingly, please note that all Twistee Treat USA team members are at
will employees and may be terminated at any time and for any reason.
However, on some occasions before a team member is to be terminated,
he/she may be warned:
1. Verbally by the supervisor
2. In writing by the supervisor
There are serious offenses that will result in immediate termination. As
stated previously, Twistee Treat USA may terminate a team member
without following progressive action as outlined above.
Listed below are some examples of conduct that will result in disciplinary
action including termination. However, the listed items are not taken as
limiting

Twistee

Treat

USAs

right

to

terminate

employment

in

circumstances not listed below; serious offenses which may result in

immediate termination include, but are not limited to:
Rudeness to a guest, vendor, manager, or team member
Dishonesty or theft
Failure to ring all sales accurately
Improper or unauthorized discounting
Falsification of records
Destruction of company or another team members property
Use/Possession of drugs, alcohol or comparable substance
TwisteeTreatUSA

Page11
4/2013

Fighting, assault or battery on a guest, supervisor or other team

member
Forgery
Insubordination
Possession of a firearm on premise

Willful damage to store or any of its contents.

Harassment of another person based on sex or any other protected

classification
Profanity
Intentional misrepresentation
Tardiness
Excessive over/ short (+/- $2.00 on money handling)
Negative Attitude
Smoking
Eating in unauthorized areas
Improper shift change
Poor personal hygiene
Violation of No Solicitation, No Distribution Policy
Violation of safety rules
Sleeping on premise
Gambling
Failure to report injury
Walking off shift or leaving assigned work area
Poor work performance in quantity or quality
Failure to follow instructions
Excessive Absences
Any other offense that management determines in its sole discretion
warrants discipline or termination

TwisteeTreatUSA

Page12
4/2013

The list above shows some examples of infractions that may lead to
disciplinary action up to and including termination. This list should not be
considered exhaustive nor meant to alter the at will relationship.
9. Drug and Alcohol Policy
It is against Twistee Treat USAs policy for any team member to be under
the influence of, or in possession of any prohibited substances (a) on the
way to work (b) at work, or (c) on Twistee Treats property. Twistee Treat
USA has a zero tolerance policy related to drugs and alcohol. Any team
member in possession of narcotics or other legally controlled substances
will be terminated.
Twistee Treat USA reserves the right to require any applicant or team
member to submit to substance abuse testing in accordance with
applicable laws, including pre-employment testing, accident/incident
related testing and random testing.

10.

Exit Interview Policy

Exit interviews with your supervisor or manager are typically scheduled for
outgoing team members after notice of separation has been given to
management. The purpose of these interviews is to review eligibility for
future employment, to ensure that all necessary forms are completed, to
collect all Twistee Treat USA property (keys, training materials, uniforms,
etc.) and to provide team members with an opportunity to discuss their job
related experiences. We also want to learn from you and ask that you share
with us any concerns or suggestions for improving Twistee Treat USA.

TwisteeTreatUSA

Page13
4/2013

11.

Harassment Violates Twistee Treat USA Policy

Twistee Treat USA has adopted a policy of zero-tolerance with respect to

unlawful team member harassment. Twistee Treat USA expressly prohibits
any form of team member harassment based on race, color, creed, age,
national origin, religion, disability, citizenship, and marital status, and sexual
orientation and military or veteran status. Twistee Treat USA strongly
disapproves of and will not tolerate harassment of team members by
managers, supervisors, co-workers, vendors, or guests.
With respect to sexual harassment; Twistee Treat USA prohibits the
following:
Unwelcome sexual advances, requests for sexual favors; and all other verbal
or physical conduct of a sexual or other offensive nature, especially where:
Submission to such conduct is made either explicitly or implicitly a
term or condition of employment
Submission to or rejection of such conduct is used as the basis for
decisions affecting an individuals employment.
Such conduct has the purpose or effect of creating an
intimidating, hostile, or offensive working condition.
1. Offensive comments, jokes, innuendoes, and other sexually oriented
statements. Sexually harassing conduct can be physical, verbal or
non-verbal in nature. Examples of the types of conduct expressly
prohibited by this policy include, but are not limited to, the
following:
Touching, such as rubbing or massaging someones neck or
shoulders, stroking someones hair, or brushing against anothers
body.
TwisteeTreatUSA

Page14
4/2013

Sexually-suggestive touching.
Grabbing, groping, kissing, fondling.
Violating someones personal space.
Whistling
Lewd off color sexually oriented comments or jokes. Foul
language
Leering, staring, stalking.
Suggestive or sexually explicit posters, calendars, photos, etc.
Sexual Remarks or Questions.
Repeated requests for dates.
The use of vulgar or obscene language.
Twistee Treat USA is committed to providing a workplace free of sexual
harassment, as well as harassment based on race, color, religion, national
origin, ancestry, age, medical condition, marital status, disability, or veteran
status.
If you are put in a situation where you feel you are being harassed, you
should immediately let the person know that his/her actions are
inappropriate,

and

he/she

should

stop

immediately.

Notify

the

Management immediately.
Twistee Treat USA will not tolerate harassment of any nature and will
investigate all reported incidents promptly and confidentially. Disciplinary action
for this violation can range from verbal and written warnings up to and including
termination, depending on the circumstances. Regarding acts of harassment by
guests and vendors, corrective action will be taken after consultation with
Management. Twistee Treat USA prohibits any form of
retaliation against any team member acting in good faith under this policy in
making any complaint or participating in any investigation. Complaints of
retaliation should be reported in the same manner as a complaint of harassment.
TwisteeTreatUSA

Page15
4/2013

Complaint Procedures:
Each member of management is responsible for creating an atmosphere
free of discrimination and harassment, sexual or otherwise. Further, team
members are responsible for respecting the rights of their co-workers.
If you experience any job related discrimination or harassment based on
your race, creed, color, sex, age, national origin, religion, disability,
citizenship, marital status, sexual orientation, military or veteran status, or
any other status protected by federal, state or local laws, immediately
report the incident to the Management who will promptly investigate the
matter and take appropriate action. If you do not believe management is
adequately responding to your concern, you should immediately inform the
following individual in writing:
Mr. Corey Balzer
President
Twistee Treat Corporate Offices
5555 S Kirkman Rd Suite 201
Orlando FL 32819
[email protected]

TwisteeTreatUSA

Page16
4/2013

12. Performance Evaluations

Written performance evaluations will be given twice yearly in about six
month intervals.
The evaluations are for the purpose of providing the team members with an
honest assessment of how performance is perceived by his or her
supervisors. It is Twistee Treat USAs objective to create and maintain a
work environment in which team members can openly discuss and develop
their performance.

13.

Personal Appearance and Uniforms

Each team members dress, grooming, and personal hygiene must be

appropriate to the work situation.

Team members are expected, at all

times, to present professional and business like images to our guests and
to the public.
Uniform guidelines must be strictly adhered to.

Hair must be clean,

combed and neatly trimmed or arranged at all times, Beards, mustaches

and side burns must be neatly trimmed. No piercing or tattoos on face
area. Tattoos must not be offensive in any other visible areas.
Jewelry should be removed prior to going on shift. Jewelry worn on the
hands, ears, and around the neck can be another potential source of food
contamination.

In the U.S., the Food and Drug Administration (FDA)

prohibits food employees from wearing jewelry on their arms and hands
while preparing food. Plain wedding bands are exempt.

TwisteeTreatUSA

Page17
4/2013

Fingernails: Food Code Regulation 2-302.11

Food employees shall keep their fingernails trimmed, filed, and
maintained so the edges and surfaces are cleanable and not rough.
Unless wearing intact gloves in good repair, a food employee may not
wear fingernail polish or artificial fingernails when working with
exposed food.
Jewelry: Food Code Regulation 2-303.11
Except for a plain ring such as a wedding band, while
preparing food, food employees may not wear jewelry including
medical information jewelry on their arms and hands.

Any team member that reports to work out of full uniform will not be
permitted to work.

14.

Personnel file

Twistee Treat USA will maintain a confidential and permanent record of the
team members performance. If you wish to see your file, you may do so by
scheduling an appointment with the Management.

15.

Solicitation

It is Twistee Treat USAs policy to prohibit solicitation by non Twistee Treat

USA team members or team members during work time on our premises.

TwisteeTreatUSA

Page18
4/2013

16.

Use of Phone Systems

The use of Twistee Treat USA phone system is limited to business calls only.
Except in emergencies, team members will not be permitted to make or
receive personal telephone calls while working and are advised to instruct
family members and friends of this policy.
When answering the phone please use the authorized greeting: Thank you
for calling Twistee Treat. This is __________, how may I help you?
Cell phones and texting are not allowed in the Cone.

17.

Parking

Please remember we are in the guest service business. Parking nearest to

the unit is reserved for the guests.

18.

Safety

Twistee Treat USA strives to maintain a safe workplace for its team
members. It is our policy that all facilities, products and services comply in
all material respects with applicable laws and regulations governing safety
and quality.
It is the responsibility of all team members to report any problems
concerning safety to a manager immediately.

TwisteeTreatUSA

Page19
4/2013

19. Accident Procedures

Accidents do happen. Should a team member or guest have an accident,
no

matter

how

minor,

manager

must

be

notified

at

once.

Documentation of the incident is mandatory utilizing an incident report.

Never admit guilt or liability to a guest under any circumstances.
Management will take charge of all guest incidents.
It is the policy of Twistee Treat USA that trained professionals handle all
emergency situations. All Twistee Treat USA phones will have the capacity
of dialing 911. If an accident or injury could result in a life threatening
situation, the team member should call 911, and then notify management.
For minor injuries, get a manager and allow the manager to make a
decision on calling emergency personnel.
Twistee Treat USA will also provide a properly stocked First Aid Kit for
employee use. Team members are not permitted to treat or administer first
Aid to other team members and not permitted to administer first aid to any
guests.

20.

Chemical Safety Training

Twistee Treat USA will provide a complete set of Material Safety Data
Sheets in a blue binder located near the back of the Cone. These MSDS
contain everything related to the chemicals stored and used on site. It is
Twistee Treat USA policy only to utilize chemicals from an approved vendor
that we deem safe, and chemicals and cleaning agents of which the MSDS
sheets are on file.

TwisteeTreatUSA

Page20
4/2013

21. Health Codes

Proper sanitation and safety procedures are a must for all Twistee Treat
USA team members. All team members are expected to follow rigid health
codes while at work. These health codes are enforced to secure the well
being of both guests and team members. Alert your manager to any
unsanitary conditions immediately.
By law, all restaurant team members MUST wash their hands after coming
in contact with anything that might contaminate food or drinks. For
example after eating, combing your hair, etc. Try to avoid touching your
face, nose, mouth, etc. while handling or serving food or drinks.

22. Smoking
Under no circumstances is smoking allowed on Twistee Treat USAs
property. Employees are not permitted to smoke in guests areas, parking
lot, or while in uniform.

23.

Weapons

Twistee Treat USA prohibits weapons of any type, i.e. knives, firearms, etc.
on Twistee Treat USA property. Employees caught carrying weapons will be
terminated.

TwisteeTreatUSA

Page21
4/2013

24.

Safety Tips

A clean workplace is a safe workplace

Sharp instruments should be used with extreme care
Do not use equipment without proper training
Broken glass to be placed in the broken glass container
Always utilize a plastic ice scoop. Never use a glass to scoop ice
Be cautious around wet floor areas. Set wet cones in place!
Wear skid resistant shoes.
Never open the back door without permission.
Never climb on shelves, utilize the ladder.
Removal of trash requires two to lift!
Never unlock back door.
Your safety and the safety of your fellow team members is our first priority!

25. Twistee Treat USA complies with all federal, state and local
regulations.
All Twistee Treat USA employees must be over the age of 15.
All Twistee Treat USA Team Members will be paid hourly.
Our workweek runs from Monday through Sunday. Payday is the
following Friday.
Paychecks will only be issued to the team member.
If the team member cannot pick up their check, they may designate
another to pick up their check with a written and signed note.
Twistee Treat USA reserves the right to charge a lost check fee, stop
payment fee, etc.
Twistee Treat USA will not cash any payroll check.
Employees are only permitted to clock themselves in and out.
Twistee Treat USA offers direct deposit.
Team members must clock in for every shift. Twistee Treat will not
tolerate any work off the clock.
TwisteeTreatUSA

Page22
4/2013

26.

Opportunities for Growth

Twistee Treat USA is committed to providing opportunity and growth for

team

members.

Team

members

will

only

become

eligible

for

promotion/transfers once they completed the introductory period and have

demonstrated satisfactory performance within their given area.
Twistee Treat USA looks for team members who show ambition and who
focus on results as potential management candidates. The best candidate
for a management position is the knowledgeable, creative, productive team
member.

When available, management opportunities will be posted on the bulletin

board. To apply, you must prove to Twistee Treat USA that you are a
qualified candidate for the position. Present your management with a
resume and a letter of interest. If management feels you are qualified, your
resume will be passed along to the hiring professional assigned to that
specific job.
At Twistee Treat USA, we are in a growth mode. We plan to open more than
ten units. The opportunity to advance is great!

TwisteeTreatUSA

Page23
4/2013