Welcome To Our Team!
Welcome to The Chocolate Shoppe. Our success in providing the highest quality of service depends on having quality people like you and your fellow employees. We want you to enjoy your time here and are dedicated to helping you succeed in your new job.
We have prepared this handbook to answer some of the questions that you may have concerning The Chocolate Shoppe and its policies. This handbook is intended solely as a guide. Read it thoroughly. If you have questions about anything, please contact us. There are no stupid questions, and we are committed to developing an environment of open communication.
We hope you find your time with us to be a fun, enjoyable and rewarding experience.
Once again, welcome to The Chocolate Shoppe!
The Chocolate Shoppe's mission is to create a superior work environment, where our team members look forward to coming to work and are proud to say that they work for The Chocolate Shoppe.
This pride is created through everyone pulling their weight, helping their fellow employees to learn and grow, providing customers with an exceptional experience, and genuinely caring about the service provided. We believe that our employees are our most important relationship and our success depends upon creating and retaining a capable staff who deliver a great experience—every customer, every time.
The Chocolate Shoppe can only prosper and provide opportunities for employment and growth when we continually improve ourselves and the work we do. We recognize, however, that success is not measured by sales, customers, and numbers alone.
We are measured as much by the way in which we achieve our goals as we are by the actual achievements themselves—it's the journey, not the destination.
We believe that a commitment to uncompromising values and integrity should always guide our decisions and actions as we pursue our goals. Following are the core values that form the foundation of our measurement of success:
We believe in providing exceptional service. Our goal is to provide unique and genuine personal care and attention that our customers tell stories about long after their visit.
We believe that good enough isn't. We never stop trying to do it better, no matter how good we are. We constantly strive to "raise the bar" even if we feel we are the best around.
We believe in honesty and trust. We work to build trust with others in each and every transaction and interaction. We recognize that honesty and trust form the bond that holds organizations and relationships together.
We believe our continued success depends on teamwork. We know that great achievements are only possible from helping and respecting each other. We believe that although everyone has a job description, there is no such thing as "that's not my job."
Cross training will be utilized as much as possible because every position is important for success - there are no unimportant jobs, and no job is easier than another; all have their unique challenges.
We believe in doing business in a professional and orderly manner. We take great pride in having good systems, standardized procedures, and in being organized.
We believe in being responsible to others and to ourselves. We do what we say we are going to do and we do it when we say we are going to do it. We believe in personal accountability and avoid blaming others when things don't turn out as planned. Own it, good or bad, and learn from mistakes—that is the path to improvement!
It is The Chocolate Shoppe's policy to hire only United States citizens and aliens who are authorized to work in this country. As required by law, employees will be required to provide original documents that establish this authorization within three days of their date of hire. If the documents are not provided within the three day period, we have no choice, under the law, but to terminate the employee until the appropriate documents are provided.
Employees and employers are both required to complete a form furnished by the Department of Labor, Form I-9. In Section 1 of Form I-9, the information provided by the employee must be valid and authentic. If at any time during an employee's employment it is discovered that any document used was invalid or not authentic, the employee must, by law, be immediately terminated.
The Chocolate Shoppe is an equal opportunity employer. We will not tolerate discrimination based on race, sex, age, national origin, religion, sexual orientation, or disability.
Employment decisions, such as hiring, promotion, compensation, training, and discipline will be made only for legitimate business reasons based upon qualifications and other nondiscriminatory factors.
Anyone pouring alcohol must be over the age of 21. No employees under the age of 18 years can take orders for or serve alcoholic beverages. We have a standing policy that all servers must be 21 years of age, as we feel that is what is best for the restaurant.
Employees under the age of 18 must comply with all federal wage and hour guidelines, no exceptions. The required work permits must be supplied when applicable.
You have been through our employee selection process, have been selected for employment and appear to have the potential to develop into a successful employee. However, we want the opportunity to begin the training period, get to know you, see how you fit in with your co-workers and determine if you are willing and able to carry out the responsibilities of the position for which you were hired. It's also important for you to get to know us and become familiar with how we operate to find out if this job is a good fit for you as well. We, therefore, have a 90-Day Orientation Period for that purpose. This 90-day period allows both you and The Chocolate Shoppe to see whether or not it's a good fit and if not, part company as friends.
Questions show that you want to do the job the right way
During the orientation period, you will begin your training and be observed by management. Also, during this time if you feel you do not understand what's expected of you or that you need additional training, we strongly encourage you to ask questions and seek additional help.
To help you be successful in your job you will receive adequate training. You will not be expected to be on your own until you are ready. You will participate in detailed training and receive training materials to help you perform your job the right way. We want you to be a knowledgeable and productive member of our staff. Again, questions are strongly encouraged and show that you want to perform the job the right way.
We have performance reviews every year. These are just coffee chats with your direct manager. The evaluation process is intended to let you know how well you're performing and help you be more effective and productive. The evaluation also gives you the opportunity to share your thoughts about your performance and future goals with your manager.
The evaluation process is an opportunity to identify accomplishments and strengths as well openly discuss areas and goals for any improvement. Depending on your position and performance, you may be eligible for a pay increase and or promotion. Pay increases are not guaranteed.
Rewards are based solely on a person's job performance and results.
Schedules are prepared to meet the work demands of The Chocolate Shoppe. As the work demands change, management reserves the right to adjust working hours and shifts. Schedules are posted weekly. Each employee is responsible for working their shifts.
You should arrive for your shift with enough time to make sure you're ready to work when your shift begins. We suggest that you arrive 10 to 15 minutes before your shift begins so that you have time to get settled and ready for your shift. You should be ready to start work immediately when your scheduled shift begins.
Schedule changes may be allowed only if you find a suitable replacement for your position and get a manager's approval. To be valid, the manager must indicate and initial the change on the posted schedule. It is the employee's responsibility requesting the shift change to make sure that this happens. Shift changes must be documented on the master schedule by the manager's changes and initials. Requests for substantial time off (more than two days) should be made as far in advance as is possible. We feel it is important to follow these procedures in order to eliminate possible misunderstandings or miscommunication.
Remember just how crucial each position is to the proper functioning of the restaurant
The Chocolate Shoppe usually requires high levels of staffing on and around holidays, sporting and other special events. We place a high value on family and personal time, and we understand that you have a life outside of the restaurant. We will always try to find a way to work with you on your schedule requests. We do, however, ask you to remember just how crucial each position is to the proper functioning of the restaurant. Please remember that there is no assurance that you will get the requested time off, although we will make every effort to accommodate requests.
In accordance with Federal Minimum Wage Law, employees are paid overtime when they work more than 40 hours in one work week. The Chocolate Shoppe's work week begins on Monday and ends on Sunday. Hourly employees are paid at one and one-half times their basic straight time rate for all overtime hours worked. Holidays worked will be paid at the normal straight time rate, unless doing so falls into overtime.
I'm going to be late. What should I do?
If you are going to be late, employees are expected to call and talk to the manager on duty at least 2 hours before they are scheduled to work.
All employees are expected to work on a regular, consistent basis and complete their regularly scheduled hours per week. Excessive absenteeism may result in disciplinary action, up to and including termination. Disciplinary action taken because of absenteeism will be considered on an individual basis, following a review of the employee's absences and overall work record.
If you are going to be late or miss work, employees are expected to call and talk to the manager on duty at least 2 hours before they are scheduled to work.
Any employee who does not call or report to work will be considered to have voluntarily resigned employment.
Prior to taking a leave of absence for purposes of vacation, personal leave, military or jury duty, or other planned absence longer than three days, an Employee Leave Request Form, available in the office, should be submitted to and approved by management.
Employee Leave Requests should be submitted at least one week prior to the scheduled leave date, unless the request is due to an unexpected emergency/event. The nature of the emergency should then be shared with management.
To return to work from an accident or medical leave, all employees must present a doctor's release.
Any employee who fails to return to work at the expiration of a personal leave of absence will be deemed to have abandoned their job, unless The Chocolate Shoppe is notified of a reason, satisfactory to management, for not returning to work at the end of the leave of absence.
When should I arrive for work?
Always arrive at the restaurant 10 to 15 minutes before your shift.
Your scheduled time is the time you are expected to be on your job, not arrive at the restaurant.
Employees must be prepared to start work promptly at the beginning of the shift. Always arrive at the restaurant 10 to 15 minutes before your shift. Your scheduled time is the time you are expected to be on your job, not arrive at the store. Repeated tardiness is grounds for termination. If it is not possible for you to begin work at your scheduled time, call the restaurant and speak to the manager on duty.
Consistent with our mission and values, it is important for all employees to be fully aware of the rules that govern our conduct and behavior. In order to work together as a team and maintain an orderly, productive, and positive working environment, everyone must conform to standards of reasonable conduct and policies of the restaurant. An employee involved in any of the following conduct may receive disciplinary action up to and including immediate termination without an oral or written warning.
Cell phone usage is restricted to breaks and off hours. Cell phones shall not be used on the floor (this includes checking messages, text messaging, making, or answering calls).
Restrict your cell phone usage to the break room and off-premises for the benefit of customers and your fellow employees. If using your cell phone in view of customers while off-duty (i.e., in front of the restaurant, etc.), please remove your apron so as not to appear on-duty. Cell phone usage while on duty will result in warnings and/or termination.
While The Chocolate Shoppe encourages its employees to enjoy and make good use of their offâ€duty time, certain activities on the part of employees may become a problem if they have the effect of impairing the work of any employee; harassing, demeaning, or creating a hostile working environment for any employee; disrupting the smooth and orderly flow of work within the company; directly or indirectly disclosing confidential or proprietary information; or harming the goodwill and reputation of The Chocolate Shoppe among its customers or in the community at large.
In the area of social media (print, broadcast, digital, and online), employees may use such media in any way they choose as long as such use does not produce the adverse consequences noted above. For this reason, The Chocolate Shoppe reminds its employees that the following guidelines apply in their use of social media, both on and off duty:
the employee(s) responsible for such problems will be subject to counselling and/or disciplinary action, up to and potentially including termination of employment, depending upon the circumstances.
It is this store's policy to treat all personnel with dignity and respect and make personnel decisions without regard to race, sex, age, sexual orientation, national origin, religion or disability. We strive to provide everyone with a workplace that is free of harassment of any kind. Employees are encouraged to promptly report incidences of harassment.
All of our employees have a right to be free from sexual harassment. The Chocolate Shoppe does not condone actions, words, jokes or comments that a reasonable person would regard as sexually harassing or coercive.
Definition of Sexual Harassment—Sexual harassment encompasses any sexual attention, from either gender, that is unwanted and is defined as unwelcome advances, requests for sexual favors, or other verbal or physical conduct of a sexual nature when:
Sexual harassment may take many forms, for example:
Employees need to be concerned not only with the intent of their actions of this kind but also the effects; while sexual harassment involves repeated, unwanted sexual attention, persons involved in isolated or inadvertent incidents demonstrate insensitivity toward others.
Repeated occurrences will be considered intentional violations of the policy.
Anyone who feels it necessary to discuss what may appear to be sexual harassment should report the harassment promptly to at least two people who are in a supervisory or management capacity. Your report will be kept as confidential as possible. A prompt and thorough investigation will be made. If a claim is substantiated, the restaurant will take immediate and appropriate action, including discipline and possible termination.
There should be no solicitation or distribution of literature of any kind by any employee during actual working time of the employee soliciting or the employee being solicited. Working time does not include lunches and breaks. Any employee who violates any part of this policy will be subject to counseling and disciplinary action up to and including termination.
Non-employees are prohibited from soliciting and distributing literature at all times anywhere on restaurant property. Non-employees have no right of access to any area of the premises other than areas open to the public, and then only in conjunction with the area's public use.
You are requested to give a two-week notice of your plans to leave the store. A notice is important so that we have time to hire someone to take your place. Giving a two-week notice is a professional courtesy and assures that you are eligible for rehire and will not have "left without resignation notice" on your employment record.
All employees are to clock in and out of the Point of Sale (POS) system. Make sure to have one of the managers approve your time anytime you are requested to come in early or stay later than your scheduled shift. Time records from the POS system (clock in and clock out times) are checked against the schedule for accuracy.
Tampering, altering, or falsifying time records is not allowed and may result in disciplinary action, up to and including termination.
How do I get paid?
Paychecks are available at the restaurant every other Monday after 3PM during regular business hours.
After payday, you may pick up your paycheck during regular business hours.
In accordance with Federal Minimum Wage Law, employees are paid overtime when they work more than 40 hours in one week. Hourly employees are paid at one and one-half times their basic straight time rate for all overtime hours worked. Tip credit will be factored into the hourly rate for tipped employees.
Your paycheck will indicate your gross earnings as well as deductions for federal and state withholding taxes and Social Security and Medicare taxes. Federal and state withholding taxes are authorized by you based on the information you furnish to us on Form W-4. If you want an explanation of your deductions or if you wish to change them in any way, please contact management. All W-4 changes must be done on the proper form so that we may have an accurate record of your requested changes.
As per state law, The Chocolate Shoppe complies with court orders in connection to garnishments from employee paychecks as directed by the proper authorities. You will be notified of any court-ordered payroll deductions.
I lost my paycheck. What do I do?
Report lost paychecks to management. We will attempt a "stop payment" on the lost check and reissue you another check. The reissued check will incur a deduction equal to the bank stop payment charge.
We ask that you report any changes of personal information (Address, Phone Number, etc.) to us by filling out a Change of Personal Information Form as soon as possible. This is to ensure that we have current information in case of emergency and so that your year-end statement of income and deductions, Form W-2, will be mailed to the correct address.
An employee who has been employed for at least 12 months and for at least 1,250 hours of service during the previous 12 months, may be granted unpaid leave for one or more of the following reasons:
A serious health condition that renders the employee incapable of performing the functions of his/her position.
A total of 12 work-weeks of leave during any 12-month period may be granted under this policy. Such leave must be taken on a sustained or uninterrupted basis, except that intermittent leave may be taken for serious health care of the employee, child, spouse or parent. You must provide as much prior notice as reasonably possible.
Due to the nature of the retail business, you will be required to work holidays.
It is currently our policy to close the store for business on the following holidays: Thanksgiving, Christmas Day, Easter, and Independence Day.
These closures will be evaluated from time to time and may be changed, as business conditions dictate.
Vacations are provided by the restaurant to enable employees to leave their work environment for a period of time and must be taken within the year in which they are earned.
We offer 10 days of total PTO per year. These days must be used the year they are rewarded. Employees are considered full-time if they averaged 40 hours or more per week the previous year.
Employee Leave Request Forms for vacation are available in the office and are to be submitted to management and approved prior to vacation leave. Employees are asked to submit requests for vacation at least one week prior to the requested vacation date if vacation request is for less than three days off. If request is for three or more consecutive days off, then we request that you submit your Leave Request Form at least one month prior to your vacation, unless the request is due to an unexpected situation. Efforts will be made to grant vacation time as requested, but business needs may require an employee to adjust his or her vacation time.
Worker's compensation provides benefits for employees who suffer personal injury from accidents or illnesses arising out of, and in the course of, their employment. An employee who is injured on the job, regardless of the severity of the injury or illness, should immediately report the occurrence to the manager on duty. The manager on duty will need to obtain information as to exactly what happened, how the injury or illness occurred, the exact time and location, as well as any witnesses to the occurrence.
If an employee experiences a disabling work injury, the nature of which necessitates an absence from work, management will provide the employee with information concerning his or her lawful benefits.
Our store exists only because of customers, and, in particular, repeat customers who voluntarily choose to return here and spend their hard-earned money on our goods.
Without customers, we don't have a store. They are the only reason we are here.
As a result, taking care of our customers is our highest priority. It is, in fact, a privilege, never an interruption, to serve our customers.
It is everyone's responsibility to answer the phone. Always answer the phone promptly, within two to three rings, with a smile. Believe it or not, people can hear a smile over the phone and will usually respond in a positive manner. Always answer in a friendly, polite manner: "Good (morning, afternoon, evening), The Chocolate Shoppe. This is (your name here)." There is a good reason to end your greeting with your name. Studies have shown that this pattern makes the person on the other end of the phone remember your name more readily and leaves an opening for them to respond with real, interactive dialogue..."Hi, Brenda, this is Bob Thompson and I'd like to order a pizza to go...."
Respond to any questions for which you are absolutely certain of the answer. If you are uncertain, tell them you are not sure but that you will find out the answer for them. Ask the person if you may put them on hold for a moment and quickly refer the call to a manager or someone else who can respond appropriately to the call. Always ask the caller for their name and phone number (in case we need to ask additional questions, get accidentally disconnected, etc.). Always thank the person for calling.
Never accept collect phone calls from any party. Most of these calls are scams or wrong numbers.
Never discuss sales with any phone solicitor. Tell all salespeople who call that all decisions regarding purchases are made by the owners and that we only accept in-person solicitations, by appointment only.
Our managers are committed and trained to provide you with the tools and positive working environment for you to do your job to the best of your ability with minimal distractions. You will be treated with respect and dignity by all of our management personnel and we will expect the same in return. We will also try our best to recognize and reward your hard work and accomplishments.
We are never too busy to be informed of work-related problems, complaints or disputes.
We recognize there may be occasions when misunderstandings or problems arise. We want to clear up these types of situations in a fair and timely manner and, in order to do this, we need your help in bringing them to our attention. We want you to know that we are never too busy to be informed of work-related problems, complaints or disputes.
If you have such a problem, you should promptly contact management. We will listen in an open, objective, and courteous manner. We want to understand and help to resolve any issues that arise.
Every necessary action will be taken to resolve a problem or settle a dispute in a fair and equitable manner. We take all employee problems and complaints very seriously. No problem is too small or insignificant and each issue will be given the utmost attention and consideration.
Staff meetings are held on a regular basis for your benefit as well as for the store's. Meetings are held for a variety of reasons and can include new menu offerings, upcoming promotions and events, training, policies, etc. Most meetings are held pre-shift and attendance is mandatory. You will clock in for the meeting. Only management approved absences will be accepted. Most meetings offer employees the opportunity to provide valuable input for feedback and provide suggestions to enhance our working environment and the operation of the restaurant.
We cannot achieve our goals and provide the highest levels of service to our customers without working together as a team. Teamwork basically boils down to common courtesy and common sense. If a co-worker is overloaded and you're not, help them in any way you can. It's only a matter of time before they will return the favor.
Pitch in to help a customer whether they are technically yours or not.
There is no room for ego in customer service—our goal is to give the customer the best experience, the fastest service possible—in other words, allow others to help you make the customer's experience the best it can be. Genuine teamwork makes for a much more enjoyable and satisfying work experience and results in happier (and more generous) customers.
Communication is an integral part of teamwork. Shifts go well when people communicate what is going on with the other personnel involved in the processes, and shifts tend to go very poorly when communication breaks down. It is therefore important that master open communication with your fellow team members in all departments of the store. No job is more important than any other, and everyone should be brought into the communication loop. Doing so will increase your success, and the success of our team.
It is also important for every employee to have a good sense of "what's going on" in the restaurant. It is our responsibility to keep everyone informed of ongoing changes and news affecting the restaurant and our people. Such communication takes place primarily in weekly schedule emails (thus, it is very important that you read these) or in pre-shift meetings, general meetings and by posting notices and information in the schedule posting area.
To maintain our image as an exceptional, high quality establishment, we need to dress the part.
A black shirt, Â¾ sleeve length or shorter sleeve length, or a The Chocolate Shoppe tshirt. Shirts must be in good condition (not soiled, stained, ripped, or faded). Shirts must fit at the sleeve, whether short- or long-sleeved. Sleeveless shirts are not allowed. Black or khaki pants (pants must be long enough to touch the top of the shoes), skirt, capris, or shorts. (No short skirts or shorts...if they're too short, you will be sent home to change. Too short is four or more inches above the knee. When in doubt, choose other attire.)
All clothing is to be neat, clean, and relatively wrinkle-free (in other words, if it looks like you wore your clothing to bed, we'll send you home to change into something less wrinkled).
Report all accidents, no matter how minor they seem, to the manager on duty. In the event of an emergency, like an apparent injury or choking situation, notify a manager immediately. Managers are responsible for calling 911 in the event of an emergency. In the event that a manager is not available, do not hesitate to call 911.
If you are ever involved in a robbery, DO NOT RESIST. Statistics show that people who resist are three times more likely to be injured than people who do not resist. The safety of you, your fellow employees and customers is our highest priority. Don't be a hero.
Always cooperate fully and do not resist!
It is illegal to steal, copy, communicate or transmit a former employer's confidential or proprietary information. Proprietary information is defined as "the whole or any part of any scientific or technical information, design, process, procedure, formula, or improvement that has value and that the owner has taken measures to prevent from becoming available to persons other than those selected by the owner to have access for limited purposes." Our internal business practices, procedures and recipes are of great value to The Chocolate Shoppe. Employees are not to disclose any proprietary processes or recipes to any person.
The Chocolate Shoppe will instigate legal civil action against anyone who violates this policy.
This handbook is a general guide and provisions of this handbook do not constitute an employment agreement (contract) or a guarantee of continued employment. It is simply intended to outline the benefits and work requirements for all employees. It is further understood that the Company reserves the right to change the provisions in this handbook at any time. It is policy of the Company that employment and compensation of any employee is at will and can be terminated with or without cause, at any time, at the option of the employee or at the option of the Company.
This Employee Handbook does not constitute a contract of employment either in whole or in part. The Chocolate Shoppe reserves the right to add, delete, or change any portion of the Employee Handbook with or without notice.
I acknowledge receipt of, and have read, the Employee Handbook that outlines my benefits and obligations as an employee of The Chocolate Shoppe. I understand the standards of conduct and each of the rules and regulations which I am expected to follow, as well as the additional policies. I agree to abide by all of them.
All employees are expected to abide by the rules and regulations as set out in this handbook, and understand that they are at-will employees. The contents of any Employee Handbook, including this one, that may be distributed during the course of their employment shall not be construed to be a contract or in any way binding. The Chocolate Shoppe reserves the right to change, at its discretion, the contents of this handbook.