Hi RBC Team,

We received a call from our RBC Representative to discuss a few problems they have been experiencing with the volunteer groups as a whole, not our team in particular. They are confident that these concerns can be resolved by asking all the Volunteer Groups to communicate these policy reminders and changes with our team members.  Going forward, if they continue to have problems, they will contact each group individually to discuss any RBC policies that our group is not following.

RBC Concessions is a wonderful opportunity that can bring $20-$30,000 or more into the WHS Band Program, which is why it is sought after by many groups looking to make money for their organizations. With the current status of the job market, it is more important than ever to show RBC that Volunteer Groups can be just as reliable as the hourly employees so they will keep this program in place.  We appreciate all your extra effort to allow Wakefield to remain competitive in this program. I have listed the problems they have been experiencing in red and the policy info below each item.  Please review the items below and let me know if you have any questions.

Thanks for your support!

Cyndi
Cyndi Townley
919-624-9866 cell
919-844-4611 home
ctownley@pobox.com

Wakefield High School Band Boosters

RBC Reminders and Policy Updates: 

CUSTOMER SATIFACTION

RBC has had two complaints this season concerning Volunteer Group Members being rude or disrespectful to customers.

• They asked us to remind all group members to be courteous and respectful to all RBC Patrons. 
• We are called volunteers because we are volunteering to earn tax-free donations for our program, but we are seen as RBC employees through the eyes of the customer and RBC. 
• Although at times it may be difficult to work with a customers, please remember to smile knowing they are helping fund your student be in a program they love and reach out to the Group Leader or Stand Leader if a problem should arise.  

ARRIVAL AND CHECK-IN

Volunteers ­­­­­­­­­­­­­not reporting on time

• Members should arrive at the RBC 10-15 minutes before your “Report Time” to park and walk to the building. 
• You should be checked in and at your Booth by the designated “Report Time” for each event. 
• Please make sure you are fully dressed (including apron, shoes, and hat) at the Security Check-in Point at the door when you arrive so the RBC staff can check your uniform.

PARKING

Just a reminder·        

• Parking - All members must park in Lot C off of Trinity Road which is the employee’s and volunteer groups’ parking lot. At no time should any member park anywhere else. If there are to be different parking instructions for any event, you will be notified by e-mail of those instructions. Those of you parking in Lot C please make certain to park in designated spaces only.  Every space has a white stop bar with a number, and those are the only places cars should park.  Please park in the proper direction of the parking space. Cars parked in a handicap space must display a handicap placard.
• Do not park at the ends of the row along the tree line and prevent other cars from turning around to the next row, and do not block the path of the employee shuttle near the ramp. Parking correctly and adhering to procedures, will insure your car will be safe from the towing company.

UNIFORM REQUIREMENTS

Volunteers wearing white tennis shoes
Volunteers with shirts not tucked in

When we sign our contract we agree to the uniform requirements and colors listed below:

• Solid black hats or visors are required for each group and only those that have been approved.
• Black slacks, Black Pants or Black Trousers are to be worn. No other fashion pant clothing will be accepted. NO JEANS, NO CARGO PANTS and NO CORDUROY PANTS are allowed.
• Only black closed toed, rubber soled shoes with closed backings are permitted to be worn. Black tennis shoes are allowed, if they are solid black.  No other color is to be worn. ·        
• For safety reasons, our department may prohibit jewelry of any kind.  Group members should be conservative in the use of jewelry and accessories. Dangling earrings are not permitted; hoop earrings less than 1 inch in diameter are permitted.·        
• All shirt tails are to be tucked in.
• For those cold natured persons, a black long sleeve turtle neck shirt has been approved for use under the uniform. No other color will be accepted unless it is in your approved uniform dress code.

NOTE:  If you have an emergency and forget your apron, hat, or shirt, please contact the WHS Group Leader for your shift so they can pull the item needed from the Wakefield loaner items.  The sooner the better, so they can pull it from the locker when they are checking-in.

LOCKERS AND PERSONAL ITEMS

Volunteers bringing their purses or coats and wanting to bring them to the stand·        

• No personal items are allowed to be brought up to the stand.  The Group Leader is allowed one small bag to bring CALCULATOR, PENS, PENCILS AND PAPER. etc. to help with their cash drawer responsibilities.  Please leave all items in your car or lock them in one of the available lockers in the locker room.  You must provide your own lock and remove the lock and all items at the end of the shift.  Wakefield has one locker in the men’s locker room and one locker in the women’s locker room that we are allowed to keep a lock on at all times, this locker is used to store the loaner items. 

Please see the policy notes below:·        

• Please caution all your group members that no personal items will be allowed at the stand or cart location. 
• There are four lockers rooms (2 women, 2 men) on the Employee Mezzanine Level for all personal items to be stored during the event. 
• The Health Department, nor Management, will allow the stand or cart to be used as a locker room. 
• Locks are not provided, so each group member will be responsible for bringing his or her own lock.
• These lockers are for event use only.  You must remove all items at the end of each event. 
• Security performs random “sweeps” of lockers and will remove all items.

PROPER HAND WASHING

Customer complained after seeing a volunteer member leave the rest room, then wipe their hands on their dirty apron and not wash their hands when they entered the stand before starting to work.·        

• Please remember we are being watched by many eyes, we need to follow all hygiene rules and wash hands before working.

CELLPHONE USE

On two separate occasions workers were seen on cellphones behind the counter, visible to public. When questioned they said it was an emergency.·        

• No cell phone use is allowed.  Please make sure your phone is on vibrate and out of site. 
• If an emergency arises, please let your Group Leader know you need to step away and make sure you are out of the public eye (if brief, step back by the grill area in stand).

EATING AND DRINKING DURING SHIFT

Workers sneaking bites of food behind the carts or counters·        

• Eating in the stand or carts in public view is not allowed.  Please eat during your break.  If it is a busy night and the Group Leader approves food being brought up to the Stand because time does not allow for breaks, please work with the Group Leader to leave your register for a minute to go back by the grill area to grab quick bites so we are out of view of the customers. See policy below: ·        
• Please do not eat in view of the public and absolutely no eating will be allowed in the stands or by the carts. 

Workers using Large Courtesy Cups or bringing drink containers or sodas into the stands

• We are allowed to use the small 12oz plastic courtesy cups to drink during our shift in the stand (out of the public view of course).
• We can drink ice tea, lemonade (from break room), or water. 
• The cup must have a lid and a straw for sanitary purposes.
• Cooks are allowed to use the larger 32oz cups, since they must drink more to stay hydrated in the hot temperatures.
• These rules are in place to keep costs and waste down.
• You can get a drink from the break area and carry it up to the stand in the beginning of the shift when the public is not in the building, but should not carry cups back and forth to breaks.
• Water is filtered in the break room or at the water fountains.  The tap water in the stand is drinkable, but not filtered.  

NEW ELEVATOR POLICY

Workers have been using the elevator instead of stairs causing crowding in elevators
Stands not being fully staffed and ready for busy times during game breaks due to workers returning late from breaks because of elevator crowding
Workers not willing to get off the elevator, even during a medical emergency

• Employees must use stairs unless they are carrying the money bag to/from the A Level or if they have a special need that does not allow them to take the stairs.
• The RBC understands that even if most people can walk easily down from level 3, it might be harder for some folks to take the stairs all the way up to the 3rd floor due to physical limitation like arthritis.  Just let the elevator operator know that you have a special need and that you can't take the stairs·        
• Must exit elevator right away if asked to leave the elevator for a medical emergency.
• If you are not sure of the location of stairs to the bottom levels, please ask RBC staff they will be happy to help you out.
• Don’t worry if the red door that leads to the lower level stairs says “Authorized Personal” …you are authorized personnel.
• All workers can enter the Mezzanine Level (check-in, lockers, break room, etc.), but you do need to have an access badge to enter the “A” level where the Cash Office is located.
   

LEAVING RBC AFTER SHIFT

Workers leaving through the regular doors with patrons

• All workers need to leave through the security area on the Mezzanine Level

STAFFING NUMBERS

Groups having a team member not able to make a shift and trying to run with less than the minimum required

• As a group we have to make sure we work together to meet the minimum amount of workers required. 
• Please pay close attention to schedules and find replacements when needed.  

CASH OFFICE – CHECK-IN and CHECK-OUT

Multiple members coming in Cash Office
Socializing in the Cash Office, loud talking
Holding place in line for Cash office
Extra workers accessing A level and just hanging around trying to see players/celebrities

• The A Level Hall Way and Cash Room should be kept quiet during the end of night checkout to allow minimal distractions while cashiers are trying to check workers out.  Hopefully this speeds up the process so everyone will benefit.
• Only one person from each group needs to come down for checkout.
• You are allowed to bring in extra workers for training purposes but please remember to whisper.
• Please do not sit on tables in hall or kitchen while waiting

EATING SPOILAGE AND SODAS

Workers drinking sodas out of the Kitchen on the A level near Cash Office
Asking to take leftover food home for themselves or pets
Taking food meant for the Food Bank

• If you are offered left over food that wasn’t sold (once all spoilage is recorded) to eat at the end of your shift by the Stand Leader, you are welcome to have some and eat in the stand while finishing up.  But food should not be wrapped up to leave the building.  The RBC center works with several local Food Banks to donate leftover food from their Main Kitchens.
• No one should get sodas from the kitchens

MISC EVENT ETIQUETTE

• Please remember we are there to work and raise money for our program and should not enter the Arena area.
• CAUTION: Any kind of handouts (posters, towels, shirts etc.) are for the ticketed patrons only. The RBC Center practices and maintains the privacy and confidentiality of anyone performing, visiting or playing in our building.  
• It is against company policy for any employee or volunteer group member to request an autograph, take a picture, or approach or communicate with any athlete or celebrity, their staff or family members. 
• Please make sure all members are aware of the policies and procedures concerning cell phones and electronic devices as stated in your contract and commission agreement.