Gate Ops Manual by membertek

Convenience Store Operations Manual GATE OPERATIONS AND PROCEDURES VOL. 2

G A TE OP ER A TIO N S A ND PR OC ED UR E S

Master Table of Contents

1. Introduction to the GATE Operations Manual ............................. 7 2. The GATE Image............................................................................... 8 3. Store Support and Contact ............................................................... 10 3-1. Store Support Numbers and Procedures......................................................................10

4. Corporate Policies.............................................................................. 12 4-1. Employment Policies.............................................................................................................12 4-1-1. Our Employment Philosophy .........................................................................................12 4-1-2. Harassment and Business Ethics.....................................................................................14 4-1-3. Dress Code and Appearance ............................................................................................18 4-1-4. Smoking......................................................................................................................................22 4-1-5. Employment Classifications ..............................................................................................22 4-2. Store Policies ..............................................................................................................................24 4-2-1. Hours of Work........................................................................................................................24 4-2-2. Attendance and Punctuality ...............................................................................................24 4-2-3. Rules of Conduct....................................................................................................................25

4-2-4. 4-2-5. 4-2-6. 4-2-7. 4-2-8.

Personal Behavior...................................................................................................................29 Telephone Calls and Phone Usage.................................................................................30 Stale Merchandise and Drink Policy ..............................................................................31 Unauthorized Labor..............................................................................................................32 Closing Stores on Christmas Day....................................................................................32

5. Point Of Sale Terminal ..................................................................... 33 5-1. 5-2. 5-3. 5-4. 5-5. 5-6. 5-7. 5-8. 5-9. 5-10. 5-11. 5-12. 5-13. 5-14. 5-15. 5-16. 5-17. 5-18. 5-19. 5-20. 5-21.

Setting up the Register............................................................................................................33 Cash Handling...........................................................................................................................35 Making Drops...........................................................................................................................37 Timed Access Safe ..................................................................................................................38 Cash Refund ..............................................................................................................................50 Handling Company Money and Cash Management ..............................................51 Security..........................................................................................................................................54 Sales Tax.......................................................................................................................................55 Selling Alcoholic Beverages .................................................................................................56 Lottery Sales Procedures......................................................................................................58 ITVM (Instant Ticket Vending Machine Lottery Vending.................................59 Credit and Debit Cards ........................................................................................................64 Fleet Card Services .................................................................................................................67 Coupons.....................................................................................................................................70 EBT / SNAP and Food Stamps....................................................................................73 Car Wash Sales and Refunds.............................................................................................77 Pre-way (Pre-Paid Phone Cards) .....................................................................................79 AAA Dollars / Processing.................................................................................................82 Western Union........................................................................................................................85 JEA Bill Pay w/ Western Union .....................................................................................93 Shift Sales Analysis..................................................................................................................95

6. Store Operations and Maintenance................................................ 96 6-1. 6-2. 6-3. 6-4. 6-5.

General Maintenance Tips...................................................................................................96 Conserving Energy..................................................................................................................99 Housekeeping......................................................................................................................... 101 Store Signs and Lights.........................................................................................................105 Freezing Weather.................................................................................................................. 107

7. Equipment Cleaning and Maintenance...................................... 108

7-1. 7-2. 7-3. 7-4. 7-5. 7-6. 7-7. 7-8. 7-9. 7-10. 7-11.

Walk-In Cooler (Vault).......................................................................................................108 Coffee Machines ................................................................................................................... 110 Coffee Grinder....................................................................................................................... 113 The Fountain Drinks ..........................................................................................................114 The Icee Machine.................................................................................................................118 Roller Grill................................................................................................................................ 120 Bun Drawer and Warmer.................................................................................................121 The Microwave Oven ........................................................................................................121 Fast Food and Frozen Food Freezers.........................................................................123 Vacuum Cleaner and Car Wash Maintenance....................................................... 125 Car Wash Console..............................................................................................................126

8. Food Services & Safety ................................................................... 134 8-1. 8-2. 8-3. 8-4. 8-5. 8-6. 8-7. 8-8. 8-9. 8-10. 8-11. 8-12. 8-13. 8-14. 8-15. 8-16. 8-17. 8-18.

Food Services:......................................................................................................................... 134 Coffee Program..................................................................................................................... 135 Cappuccino Dispenser .......................................................................................................135 Iced Coffee............................................................................................................................... 136 Fountain Drinks .................................................................................................................... 136 Frozen Central........................................................................................................................ 138 Food Safety.............................................................................................................................. 141 Cooking Equipment ...........................................................................................................144 Thawing Product for Cooking........................................................................................ 144 Emergency Thawing .........................................................................................................145 Roller Grill Preparation .....................................................................................................146 Buns Preparation .................................................................................................................147 Roller Grill Shutdown and Clean-up ..........................................................................148 Bun Drawer / Warmer ....................................................................................................149 Three Compartment Sink Set Up & Usage ............................................................ 150 Spoilage Wasted ................................................................................................................... 151 Dry Food and Freezer Storage Standards ................................................................ 152 Sales Control/Build-To Sheets...................................................................................... 154

9. Price Book......................................................................................... 155 9-1. 9-2. 9-3. 9-4.

Item Maintenance.................................................................................................................155 Item Ordering ........................................................................................................................ 157 Retail Price Change...............................................................................................................159 Cash Paid Out........................................................................................................................ 161

9-5. Service Fees.............................................................................................................................. 162

10. Merchandising ................................................................................ 163 10-1. Inventory Levels................................................................................................................... 163 10-2. DDR Ordering .................................................................................................................... 164 10-3. Freshone Ordering and Receiving...............................................................................165 10-4. McLane Ordering and Receiving.................................................................................175 10-5. Manual Ordering.................................................................................................................177 10-6. Vendor Check-In and Deliveries.................................................................................. 179 10-7. Vendor Payment .................................................................................................................181 10-8. Codes, Fronting, Blocking and Rotation...................................................................184 10-9. Expiration Dates (How to Read) .................................................................................185 10-10. Promotional Display / Signage ..................................................................................... 188 10-11. Store Requested Promotion ........................................................................................... 189 10-12. Completing the Build To Sheet..................................................................................... 190 10-13. Ordering Supplies................................................................................................................192

11. Fuel Management .......................................................................... 193 11-1. 11-2. 11-3. 11-4.

Fuel Precautions and Crisis Management.................................................................193 Fuel Management ...............................................................................................................198 Changing Fuel Prices..........................................................................................................204 Equipment Maintenance .................................................................................................205

12. Risk Management .......................................................................... 208 12-1. Reducing the Risk of Robbery....................................................................................... 208 12-2. Preventing Violence During a Robbery ....................................................................213 12-3. Avoiding Conflict ................................................................................................................216 12-4. Physical Assult Awareness............................................................................................... 221 12-5. Employee Safety Standards............................................................................................. 223 12-6. Customer Slips and Falls...................................................................................................227 12-7. Fuel Precautions and Crisis Management.................................................................228 12-8. Image Vault (Closed Caption Video)..........................................................................233 12-9. Christmas Security Procedures ...................................................................................... 242 12-10. Hurricane Preparedness....................................................................................................243 12-11. Store Opening and Closing Checklist.........................................................................245

13. Management Policies & Procedures........................................... 248 13-1. Price Change.......................................................................................................................... 248

13-2. 13-3. 13-4. 13-5. 13-6. 13-7. 13-8. 13-9.

Receiving Merchandise in StorePoint.........................................................................250 Creating Delivery List in StorePoint ............................................................................258 Vendor Return List / Invoice........................................................................................ 262 Store Use Merchandise .....................................................................................................267 Daily Operations Checklist.............................................................................................. 268 Record Retention and Document Storage .............................................................. 270 Rehires and Training ..........................................................................................................271 Employee Self Service System (Payroll/Benefits) .................................................272

14. Document Appendix...................................................................... 275 14-1. Store Checklist / Forms / Documents.....................................................................275 14-2. Manager Checklist...............................................................................................................276

Introduction

CHAPTER

Introduction to the GATE Operations Manual This procedure manual was developed by GATE Petroleum to help you perform your daily administrative and operational responsibilities. This volume is a compilation of the methods and procedures used in the day-to-day sales floor operations in a GATE convenience store. Sales floor operations include both the sales floor and the other premises of the store devoted to providing service to the customer. This manual is designed to:  Provide the store staff with an easy reference guide on store procedures.  Provide the store manager and store staff with procedure guides for reference during training and retraining. The manual is divided into chapters with the operating functions of the store. These tabs will assist you in easily locating the information you are seeking. The manual contains the policies and procedures of daily store functions and equipment and guiding your behavior. You are encouraged to read the manual in your spare moments, as infrequent as they may be. No matter how often you perform certain tasks, you can pick up fresh ideas when rereading a procedure.

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The GATE Image

CHAPTER

The GATE Image The GATE Image is the mental picture people have when they hear or think about the name GATE Petroleum. Every person who works for GATE Petroleum Company, whether at the Corporate Office in Jacksonville, in the Division Office, in the field or in the stores, has a role in developing our image. A positive GATE image will help us attract new customers and turn them into regular customers who come back day after day and week after week.

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An image that attracts and keeps customers includes the following:  An attractive outside premises    

An attractive building on an attractive site. A clean parking lot with easy access. Well-lighted stores. Uncluttered windows.

 An attractive sales floor  Clean floors, counters and shelves.  Sparkling glass in display cases.  Clean, straight, uncluttered merchandise on shelves and in floor displays.  Squeaky clean food preparation areas.  Tastefully displayed point-of-sale advertising.  Neat and clean employees.  A well-stocked store  Availability of the most frequently needed merchandise.  Easy to locate merchandise.  Availability of well-known brands. Gate Operations Manual — rev. 2014

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The GATE Image

 Friendly service from employees        

Prompt greeting upon entering store. Alertness to customer needs. Extra efforts to satisfy a special need. Second greeting at sales counter for ring-up. Friendly plus/related item sell. Quick, accurate ring-up and change making. Quick bagging of the purchases, as needed. Friendly, “Thank you for coming in. Please come back to see us.”

Please note that about half of the things that attract customers are things contributed by the store staff. This book is dedicated to helping you become an accomplished store staff who contributes a great deal to GATE’s success.

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Store Support and Contact

CHAPTER

Store Support and Contact Though it may be rare, from time to time you will need to contact outside sources in the event of equipment failure or additional assistance.

3-1.

Store Support Numbers and Procedures Registers If there are any problems with the registers or equipment attached to the registers, the store should call the Retalix helpdesk. If it is determined by Retalix that it is a hardware issue, the store should call CBE. If the time is outside of business hours, 8AM to 5PM, the supervisor should be notified before CBE is called. Back Office If the StorePoint program is not operating correctly, the store should call the Retalix helpdesk. If the actual computer or other programs installed on the computer are not working, the store should call GATE Computer Support. If the time is outside of business hours, 7AM to 5PM, the supervisor should be notified before GATE Computer Support is called. Gas and Credit If the pumps are not working or the store is unable to take credit cards inside or outside, the store should call the Retalix helpdesk. Phone Numbers: ď&#x201A;§ Retalix Helpdesk: 1 (800) 533-2277

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If it is determined by Retalix that the issue is not the Retalix software, the store will be directed to call GATE Computer Support. GATE Computer Support will then help determine the problem. Phone Numbers:  Retalix Helpdesk: 1 (800) 533-2277  CBE: 1 (800) 447-7038  Computer Support: (904) 732-7670  Maintenance: (904) 448-2946  Paymentech: 1 (866) 223-3345

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Corporate Policies

CHAPTER

Corporate Policies Below are the Corporate Policies related directly to the GATE employee (Employment Policies) and following are policies covering GATE Stores (Store Policies) in relationship to the store Staff.

4-1.

Employment Policies

4-1-1. Our Employment Philosophy Equal Employment Opportunity It is our policy to provide equal employment opportunity to all qualified employees and applicants for employment without regard to race, color, sex, age, religion, national origin, handicap, disability, marital status or status as a disabled or Vietnam veteran. We shall base our employment decisions on the principle of equal employment opportunity, including those decisions concerning recruitment, selection, training, compensation, benefits, promotion, demotion, layoff, termination and all other terms and conditions of employment. Only valid requirements for promotion opportunities which are in accord with the principle of equal employment opportunity shall be imposed. The Officers of GATE Marketing Division and all managerial personnel are committed to this policy and its enforcement in all employment decisions at GATE Marketing. Employees with Disabilities Policy It is the policy of GATE Marketing to comply with all relevant and applicable provisions of the Americans with Disabilities Act (“ADA”) and state laws relating to employees with disabilities. We will not discriminate against any qualified employee or job applicant with respect to any terms, privileges, or conditions of employment because of a person’s physical or mental disability, including AIDs or

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HIV status. This policy of nondiscrimination applies to all personnel and employment practices.

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Corporate Policies

4-1-2. Harassment and Business Ethics We will not tolerate harassment or intimidation of our employees on any basis, including race, color, sex, age, religion, national origin, handicap, disability, status as a disabled or Vietnam veteran, or marital status. Moreover, any suggestions made to any employee that sexual favors will have an effect on any term or condition of employment with GATE Marketing Division will not be tolerated. It is our policy that any harassment, including acts creating a hostile work environment or any other discriminatory acts directed against our employees, will result in discipline, up to and including discharge.

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If you become aware of any discriminatory behavior or any activity which might be considered to be harassment in violation of this policy, it is your responsibility to immediately report such conduct to your supervisor or other member of management. All such claims will be thoroughly investigated with due regard for the privacy of the individuals involved. Any employee who retaliates against an employee who has reported workplace harassment or discrimination shall be subject to immediate disciplinary action, up to and including discharge. Statement of Policy It is the policy of GATE Marketing to treat every employee with consideration and respect in an environment that is free from discrimination and harassment, including sexual harassment. Sexual harassment, either verbal or physical, is a violation of the law. We prohibit harassment, and such behavior will result in disciplinary action, up to and including termination. GATE Marketing will promptly, thoroughly, and professionally investigate all claims of harassment and take corrective action as warranted. Definition of Sexual Harassment Sexual harassment is defined as: unwelcome sexual advances, requests for sexual favors and other verbal or physical conduct of a sexual nature when:  Submission to such conduct is made either explicitly or implicitly as a term or condition of an individual’s employment;  Submission to or rejection of such conduct by an individual is used as the basis for employment decisions affecting such individual; or

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 Such conduct has the purpose or effect of unreasonably interfering with an individual’s work performance or creating an intimidating, hostile, or offensive working environment. Procedure The following procedures shall apply to complaints of harassment, including sexual harassment:  GATE Marketing will communicate to all employees that harassment, including sexual harassment, is prohibited by policy, that a complaint procedure exists for reporting harassment, and that management will promptly investigate alleged incidents of harassment and take appropriate corrective action.  The following complaint and investigation procedure will apply:  Complaints about harassment should be reported to your immediate supervisor. If your supervisor does not correct the matter, or you do not wish to discuss the matter with your supervisor for any reason, report the matter to a member of management.  Complaints will be promptly, thoroughly, and fairly investigated. GATE Marketing will maintain the complaint and information obtained during the investigation with as much confidentiality as is possible under the circumstances.  After the investigation has been completed, a determination will be made regarding the resolution of the complaint. If warranted, disciplinary action will be taken, up to and including termination. Responsibility All employees are responsible for promptly reporting any incidents that they believe to be harassment, including sexual harassment. All employees are accountable for implementing and complying with this policy. Non-retaliation This policy also prohibits retaliation against employees who bring harassment charges or assist in the investigation of charges. Such employees will not be adversely affected in terms and conditions of employment, nor discriminated against or discharged because of the complaint or assistance.

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Open Door Policy Our door is always open to you. If you have a problem you need to discuss with us, please discuss this matter first with your supervisor. If the matter remains unresolved, we maintain an “open door” policy for you to discuss your problem with anyone in management. Ethical Business Conduct We expect our employees to act in an ethical and professional manner. Accordingly, GATE Marketing has adopted the following guidelines for ethical conduct:  Any employee who purchases goods or services on behalf of GATE Marketing shall make such purchases based on (1) quality, (2) service and (3) price.  Employees must make all reasonable efforts to avoid conflicts of interest and must report them when they arise. Conflicts of interest may exist any time an individual or organization outside of GATE Marketing stands to receive a substantial material or economic gain because of an employee’s position in GATE Marketing. For example, a conflict may arise when an employee, relative, household member or friend of the employee:  Has a direct or indirect financial interest in, or receives benefits from a business entity which does business with, is currently in negotiations with or competes with GATE Marketing;  Stands to gain economic benefit or special privileges in a business or personal transaction because of the employee’s job with GATE Marketing, or;  Is also employed by a competitive entity which may benefit from information or knowledge possessed by the employee. If you believe you have an actual or potential conflict of interest, contact your supervisor.  Employees, their relatives or household members should not solicit or accept any gifts or gratuities from any individual or entity which sells goods or services to GATE Marketing where the value of the gift or gratuity would appear to affect a reasonable person’s business objectivity. No gift or gratuity from a competitor of GATE Marketing should be accepted under any circumstances. Gate Operations Manual — rev. 2014

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 If an employee is offered a gift or gratuity as described above, or if a suggestion of such an offer is made, the employee should report the actual or suggested offer to his or her supervisor as soon as possible.  Similarly, no employee shall offer any gift or gratuity to any current or prospective customers of GATE Marketing where the value of the gift or gratuity would appear to affect a reasonable person’s business objectivity. The above guidelines do not include all areas of prohibited unethical conduct; rather, they are intended only to cover certain specific situations. In addition to following the above guidelines, employees should conduct themselves honestly and ethically in all business they perform on behalf of GATE Marketing. We expect you to be courteous, pleasant, helpful and professional toward our customers, vendors and other employees. All information concerning customers or other confidential business information is considered privileged and must be held in strict confidence. Confidential business information includes but is not limited to sales volumes, financial reports and pricing strategies. You should not discuss such information with other employees, except on a need to know basis, or with anyone outside GATE Marketing or in areas where the public has access.

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4-1-3. Dress Code and Appearance At GATE Marketing Division we believe your overall dress and appearance impacts both your job effectiveness and those you come in contact with each workday. Your supervisor will provide specific information on dress and appearance for your work area. Anything other than the written dress code will be considered a violation of Company policy.

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Uniforms are required as follows:  Managers Item of Clothing

Requirement

Shirts

A colored pullover with the company logo will be provided. Sizes available: S, M, L, XL, XXL, XXXL, XXXXL. A white or light blue oxford dress shirt is also an option, supervisors have order forms which include the available sizes.

Pants

Any solid color slacks or shorts knee-length or longer. NO BLUE JEANS.

Name Tag

Provided by GATE, to be worn at all times.

 Assistant Managers and Sales Associates Item of Clothing

Requirement

Shirts

A colored pullover with the company logo will be provided. Sizes available: S, M, L, XL, XXL, XXXL, XXXXL.

Pants

Any solid color slacks or shorts knee-length or longer. NO BLUE JEANS.

Name Tag

Provided by GATE, to be worn at all times.

 Deli Managers and Associates Item of Clothing

Requirement

Shirts

A colored pullover with the company logo will be provided. Sizes available: S, M, L, XL, XXL, XXXL, XXXXL. An apron and visor will also be provided.

Pants

Any solid color slacks or shorts knee-length or longer. NO BLUE JEANS.

Name Tag

Provided by GATE, to be worn at all times.

Shoes for all Store Positions Soft-soled, completely enclosed shoes are required for safety and comfort.

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It is your responsibility to make sure these uniforms are neat and clean at all times. The uniform shirts are to be worn at work or work related functions only. Note: GATE pullover shirts are to be tucked in at all times. Uniforms Should be clean and neat at all times. Name Tags All employees have been issued a name tag, which should be worn with pride in an upright, readable position. Since name tags are an integral part of the uniform, they should always be visible and should be transferred to the outermost layer of clothing you are wearing. Name tags should be worn in the right shoulder area. Based on uniform design, this placement may vary. Please check with your supervisor for clarifications. Throughout or corporation, the only pins that can be worn on the name tag are the service pin and a special GATE recognition award (e.g., golden eagle.) All names on company name tags shall be the employee’s full, legal, first, middle or last name or a derivative of that name. Pins and Decorations The only pins or decorations that can be worn on a uniform are those approved by the company, such as, but not limited to name tags and theme pins. All companyissued special-event ribbons and decorations, other than those listed above, must have the approval of the store manager or supervisor. Hair Styling The following are the guidelines for acceptable hairstyles for GATE employees:  Employees should keep their hair neatly combed and arranged in an attractive, classic, easy-to-maintain style.  Hairstyles must be symmetrical in appearance and balanced proportionally.  If hair is teased or back-combed, this should be kept to a minimum and used for body and shape only.  Hair below shoulder length may require some confinement to prevent its falling forward over the face.

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 Extreme asymmetrical or bi-level styles are unacceptable.  Male employees with hair longer than shoulder length must be restrained and placed underneath a GATE ball cap. Sideburns Sideburns should be neatly trimmed and may be permitted to extend to the bottom of the earlobe, following their natural contour. Flares or muttonchops are unacceptable. Hair Color The GATE Look does not include extremes in dying, bleaching or coloring. Hair Accessories The following hair accessories are acceptable:  A plain barrette, comb or headband (no wider than one inch) in gold, silver, pearl, tortoiseshell, clear or black. No more than three barrettes or combs may be worn.  Hair ribbons are for the express purpose of holding the hair away from the face and not as a decorative addition to the uniform. Appropriate hair confinement should be used in food-service areas, as required by law. Makeup It is our policy to discourage the excessive use of makeup which does not enhance natural features or create a fresh, natural appearance. Perfume and Deodorant Due to close contact with customers and fellow employees, the use of an antiperspirant or deodorant is required. For the same reason, the use of strong, heavy scents and fragrances is discouraged. If you choose to wear a scent or fragrant product, please be considerate of others and select a light, mild scent. Fingernails Fingernails should be kept clean. Fingernails should not exceed one-fourth of an inch beyond the fingertip. Jewelry

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Small rings, class rings, wedding sets, earrings and a conservative, business style wrist watch are permitted. Necklaces, bracelets and ankle bracelets worn by men are discouraged. A medical alert necklace, bracelet or ankle bracelet is acceptable. No rings of any type are permitted to be worn in any place other than the bottom of the ear lobe. It is unacceptable for males to wear earrings of any type. Also unacceptable are visible body piercings and tattoos. Hats The only hats and sun visors that can be worn are those issued by GATE as part of the uniform. Sunglasses Sunglasses are a block to interpersonal communications with customers and should be avoided if possible. Sunglasses are not to be worn at night. Sunglasses that turn a light shade of gray, brown or green are acceptable. Sunglasses, when worn, should have a conservative frame style and color, with no contrasting logos. Sunglasses should not detract from the uniform. All Maintenance Personnel are required to wear a safety vest while working anywhere outside the store. This includes outside activities such as cleaning pumps, emptying trash, pressure washing, etc. If you are working outside, you must wear an orange vest. Vests will be provided by GATE.

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4-1-4. Smoking Effective January 1, 1994, all stores were designated non-smoking areas. Smoking is only permitted outside of the stores. THERE ARE NO EXCEPTIONS.

4-1-5. Employment Classifications Your Introductory Period We consider the first 90 days you are employed with GATE a probationary period. It gives you and GATE a chance to determine whether or not we meet each other’s expectations regarding employment. During this time, we will introduce you to our credo with a special emphasis on our mission statement and GATE standards.  Credo To treat our customers with integrity and respect ... in a fast, fair, and friendly manner. To treat our fellow employees like customers.  Mission Statement Our mission at GATE is to do whatever it takes to satisfy the customer ... make our service fast and friendly ... and keep things neat and clean. Additionally, your job performance and skills will be evaluated. A review of your attendance, safety and discipline records will be used to evaluate your continued employment. At any time during this period, you may resign without a reason. Satisfactory completion of the probationary period does not entitle you to employment for any specific term but does allow you to participate in those benefit programs of GATE Marketing for which you become eligible. Anyone who does not qualify for continued employment during or after this probationary period will be given an explanation for that decision. For the sole purpose of determining the allowance of certain employee benefits, an employee is classified as:  Regular Full-Time Employee An employee who has satisfactorily completed the probationary period and is usually scheduled to work about 35 hours per week on a regular and continuous basis.

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ď&#x201A;§ Regular Part-Time Employee An employee who has satisfactorily completed the probationary period and is usually scheduled to work fewer than 35 hours per week on a regular and continuous basis.

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4-2.

Store Policies

4-2-1. Hours of Work The normal work week for most employees (excluding managers and assistant managers) is 40 hours. The work week runs from Friday through Thursday. The store manager regulates all employee work time and will set the specific work week and the beginning and ending times of each daily shift. The work schedule must be posted at least four days in advance. The work schedule may vary to ensure coverage of all necessary shifts, particularly since many of our operations are open 24 hours per day, seven days per week. On-coming employees are expected to be at work on time and ready to go to work at their scheduled time.

4-2-2. Attendance and Punctuality The success and smooth running of our operation depends, to a great extent, on your being at work on time each day you are scheduled. If you are absent or late in reporting to work, you place an extra burden on your fellow employees. If a situation arises that makes it impossible for you to report to work for any reason, you are expected to notify your manager personally at least two hours or more in advance of your shift. You should explain the reason for your absence and when you expect to return to work. Remember to create a positive work environment. Practice teamwork and good communication skills. Since you are held responsible for proper notification of absences to your manager, do not depend on friends, relatives or fellow employees to report your absence for you. Absences of more than one day must be reported daily unless other arrangements have been made with your manager. A doctor’s release may be required for an absence of more than one week due to illness. A doctor’s release may be required after repeated or extended absences. In cases involving a work-related illness or injury, a doctor’s release must be received prior to your return to work.

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4-2-3. Rules of Conduct The following are standards of conduct that all GATE employees are expected to observe and maintain. They are very important in that they are designed to protect you, provide for your safety and guide you in your relationships with GATE and your fellow employees. They are intended as a guide to the conduct standards we expect of you and not to inhibit you unnecessarily. Employees who do not meet our conduct or performance standards will be subject to disciplinary action, including possible termination. These standards are not intended to cover every possible situation and may be subject to change in the future. The x-mark () indicates conduct that may result in discharge pending investigation without previous warning due to the nature of the infraction. A first time violation of any standards not marked by an x-mark () will generally result in a verbal or written warning. Repeated or continuous violation of these standards may result in more severe disciplinary action such as suspension or discharge.  Fighting or attempting bodily injury to another, threatening, intimidating, coercing or interfering with anyone on the company premises at any time.  Possession of a concealed or dangerous weapon in the performance of your duties while on or off company premises.  Embezzlement, theft or destruction (unauthorized removal, storage, transfer or use) of company, customer or employee property. Management reserves the right to inspect packages, bags and similar items whenever deemed necessary. Refusal to have packages examined or refusal to cooperate may result in immediate termination.  Falsifying or altering employee time records, work schedules, payroll records, employment applications or providing false or misleading information prior to or during your employment. Signing in or out for another employee or asking another employee to sign in or out for you. Signing in or out for time you did not work.  Immoral or indecent behavior that publicly embarrasses the company. Soliciting persons for immoral purposes or the aiding and abetting of any of the above.  Drinking while on duty, unauthorized possession or use of drugs or alcohol on company premises or reporting for work under the influence of drugs, alcohol or intoxicants.

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 Insubordination, willful disregard or disrespect toward a supervisor or representative of management, or failure to obey or perform work as required or assigned. If you disagree with your manager’s request, always follow the instructions given at the time and discuss it later in private.  Profane, discourteous, abusive or rude language or action against another employee, supervisor, customer or others. Courtesy and consideration are vital to this industry. Discourtesy and/or rudeness to a customer or to another employee will not be tolerated.  Failing to report accidents involving employees and/or customers. All accidents should be reported to either your store manager or supervisor immediately and no later than 24 hours after the accident occurs. Failure to report breakage or damage to equipment or machinery. Giving false information or refusing to give testimony when accidents are being investigated.  Neglect, carelessness or mischief that results in loss, damage, breakage or destruction of company property or property of customers, fellow employees or others which results or contributes to unsanitary conditions or which results in accidents involving employees and/or customers.  Sleeping or loafing on the job.  Taking food, beverages or merchandise from store premises without paying for them. Giving away property, including food, to anyone.  Gambling or engaging in gambling activities on store premises.  Gambling while on duty (to include the purchase of lottery tickets or participating in lottery-related activities such as scratch-off tickets).  Failure to observe established fire, safety or civil defense practices; engaging in dangerous or potentially dangerous horseplay or failure to report any personal injury sustained while on duty.  Giving confidential information to other employees, an outside company or agency, or the news media or discussing confidential information with customers or in public areas where customers can overhear the conversation.  Discriminating or harassing a customer or fellow employee because of race, color, age, religion, sex, national origin or handicap.

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 Making unwelcome advances, requesting sexual favors and other verbal or physical expressions of a sexual nature to other employees or customers.  Manufacturing, distributing, dispensing, selling, possessing or using illegal drugs or controlled substances not prescribed.  Stealing, misappropriating or intentionally damaging property belonging to GATE Petroleum Company.  Committing a crime or other conduct that damages the reputation of GATE Petroleum Company.  Walking off the job will be considered a voluntary termination.  Allowing family members and/or friends in the work area where they are not allowed. Employees should instruct family members to pick them up in the parking lot.  Unauthorized distribution of literature or posting of notices, signs or writing in any form on company premises during working time, in work or public areas. If you wish to have something posted on the employee bulletin board, please bring it to the division manager who will determine its suitability for posting.  Fund-raising, the illegal sale of lottery tickets or merchandise, soliciting donations or any other type of money-raising on company premises unless specifically authorized by the division manager.  Excessive absenteeism or tardiness. Proper notification is outlined in your Employee Handbook.  Taking an unauthorized break or otherwise leaving the job without permission. Leaving your work area or being in a place other than your assigned work area without authorization from your manager.  Failing to comply with established dress and grooming standards; non-compliance with footwear or name tag policies.  Failing to maintain accurate and proper accountability and control of cash.  Failing to follow proper procedures with deposits and cash handling.  Excessive or continuous cash shortages or other irregularities will be considered irresponsible and unacceptable.  Parking in areas other than employee parking areas. Gate Operations Manual — rev. 2014

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 Taking gifts of any type from a vendor, customer or contractor who does business with the company. When in doubt, check with your manager.  Directly or indirectly maintaining an outside business or financial interest or engaging in any other outside business or financial activity that conflicts, in any manner, with the interests of the company.  Careless handling of company keys.  Violating any other established GATE or department regulations.  Willfully or repeatedly neglecting safety practices or policies.  Speeding or reckless driving on company premises or while on company business.  Unauthorized use of the company’s funds, equipment, vehicles or property.  Giving out an employee’s home telephone number or address without permission.  Interfering with the work performance of other employees.  Failing to cooperate with internal investigations including, but not limited to, investigations of violation of these Rules of Conduct.  Failing to comply with published personnel policies and rules of GATE Petroleum Company.

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4-2-4. Personal Behavior Employees must:  Pay for any item or product for personal use or consumption at the time of use. Follow store policy for making such purchases. Employees must not:  Solicit merchandise from vendors.  Eat or chew gum while waiting on customers or in areas where food is prepared and/or served.  Have guns, mace, pepper spray, steel knuckles, clubs or any other weapons on the store premises, even when off duty.  Consume alcoholic beverages or illegal drugs on company property.  Report for work while under the influence of alcohol or drugs.

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4-2-5. Telephone Calls and Phone Usage Telephones are restricted to business use and may not be used to make personal calls unless specifically authorized by the manager. You may not receive personal calls while at work except in case of emergency.

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Answer the telephone courteously, i.e., “This is GATE #110, John speaking. May I help you?”

CELL PHONE POLICY In an effort to provide superlative customer service and attend to our first priority, the Customer, the following Company policy is to be implemented immediately: There are to be no cell phones in stores in the possession of any employee other than the Management. The use of electronic equipment is prohibited, including Bluetooth, iPods, MP3's and text messaging. Management is encouraged to use their cell phones discreetly and never at the check stand. This policy is stated in the employee handbook. Abuses will result in disciplinary action. I hereby acknowledge that I have read and understand the above.

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4-2-6. Stale Merchandise and Drink Policy GATE Marketing has implemented the following policies in regards to Stale Merchandise and Drinks:  Store employees, GATE Fuel Drivers and Police Officers may receive free refills ONLY WHILE ON DUTY AND IN THEIR OWN CUP for the following drinks: fountain sodas, coffee and frozen drinks (Excluding Milk Shakes).  Stale items such as tornados, hot dogs and Deli items MUST BE THROWN AWAY. Employees who break this policy are subject to disciplinary action up to and including termination of employment.  Employees must pay another cashier for any personal purchases. This must be done before consuming or taking an item home.

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4-2-7. Unauthorized Labor GATE does not use unauthorized help in our stores. To work in a store, the worker must be on the payroll of that store and must be qualified through the new employee orientation program and hiring process. This is for our protection as well as yours. If the worker is not on the payroll, he or she is not covered by Workerâ&#x20AC;&#x2122;s Compensation insurance. This could present a problem if the unauthorized worker were injured in the store while working for you. You cannot use family or friends to help you put away groceries, to stock the vault or do any work in our stores. You cannot use a clerk from another store unless that clerk signs in on your time sheet.

4-2-8. Closing Stores on Christmas Day to our customers 365 days a year, particularly when other stores are not open. Therefore, most GATE stores will be open on Christmas Day. Stores that are open may open somewhat later than usual (8:00 am), but will remain open during the normal working hours. (That is, 24-hour stores will be open 24 hours.) 24-hour stores that will be closed on Christmas Day will close at 11:00 pm on Christmas Eve. All staffing is voluntary; and since Christmas Day is a paid holiday, employees who volunteer to work on Christmas Day will be paid for the vacation day at their regularrate of pay plus time and one-half for hours worked on Christmas Day. Managers who work eight hours on Christmas Day will receive their normal pay plus $100. To qualify for holiday pay, employees must work their regularly scheduled hours on the day prior to and after Christmas Day.

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Point Of Sale Terminal

CHAPTER

Point Of Sale Terminal The Point of Sale (P.O.S) Terminal is the main device used for daily sales functions at the sales counter. This multi-function device is often called the stores “Register, Cash Register, Terminal or Computer”.

5-1.

Setting up the Register Setting up the Register In a limited-hour store operation (less than 24 hours), the register must be set-up for closed hours and upon re-opening for business. In a 24-hour operation, the set-up for open business is usually done at shift change and at daily close-out.  Setting Up For Closed Hours  Remove all money and non-cash items (coupons, etc.) from the register.  Remove the cash drawer from the register and leave it tilted so it is obvious to anyone that the drawer is empty.  Place money and non-cash items in the safe.  Setting Up the Register for Business  Place the minimum amount of change in the register for shift operation.  Straighten folded or wrinkled bills and place all bills facing the same way.  Be sure there is enough receipt tape in the register for the day’s operation.

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 Be sure the date is correct.  Be sure all necessary register readings have been taken.  Cash Levels in Register  Gas Stores - $70 day, $35 night.

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5-2.

Cash Handling 1. Cash over or short allowed by a person is $3.00. Anything more will result in corrective action. 2. All bills must be checked and marked for counterfeits; look for water marks & security strips. (Use counterfeit pen on all $20.00, $50.00 and $100.00 bills). 3. All drops of $20.00 bills must be made; all large bills must be dropped immediately. Excessive amount of cash in the register is unacceptable. 4. No one else can operate your register except management. 5. Registers will automatically time out after a couple of minutes. 6. No one can run a register using someone else's password. 7. Two people must count down money. Person going off duty and person coming on duty. 8. Cash can not be taken out of the safe if the person controlling the safe is not present. The key to the tubes must remain in the register that controls the safe. (This does not apply to electronic safes.) 9. All no sales, refunds, line void and void receipts must be kept with an explanation of what happened. 10. Register receipts must be attached to all coupons, lottery and lotto paid outs. Do  Lock the register when leaving the sales counter unattended.  Be alert to anyone loitering in the store.  Look at both sides of large bills for evidence that they have been altered.  Learn the characteristics of each large denomination bill, especially the portrait and seal.  When making change, place the bill on the ledge of the register until both you and customer are satisfied that the change is correct.  Collect the customer’s money before counting out the change.

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 Do not give the customer the opportunity to hold both his or her money and store money at the same time.  Make frequent drops. Do not permit money to accumulate in the register above a safe level.  Be alert to quick change artists who may try to confuse a cashier while making change. EXAMPLE: A customer accidentally drops money behind the counter in an attempt to divert your attention from the open cash drawer. Make proper change and close the drawer. Retrieve the dropped money after the customer leaves. Do Not  Do not leave the cash drawer open and unattended even for a few seconds.  Do not go into the backroom for long periods when working alone.  Do not turn your back on an open cash drawer.  Do not place amount tendered in the drawer until change has been made.  Do not allow another customer to divert your attention while the cash drawer is open.  Do not discuss store business with anyone except your store manager or supervisor. Cautions:  If a customer argues that a larger bill was presented, politely explain that the register must be closed out to verify an overage. Write the customer’s name and telephone number and the amount the customer claims was overpaid. Explain that he or she will be contacted by the store manager after the register has been closed out.

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 If the customer asks about merchandise or prices while you have the cash drawer open, politely ask him or her to wait a moment. Complete the transaction, close the drawer, and then answer the customer’s question.

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5-3.

Making Drops Making Drops DROP: Regularly removing accumulated cash from the register and placing it in the cash-controller safe or floor safe. Typically:  Drop $1, $5, and $10 bills at any time, according to cash level and supply of small bills in change tubes.  Drop $20 and larger bills immediately.  Drop large single-transaction amounts in excess of $20 immediately.  Drop checks immediately (if applicable).  Drop $5 and $10 Food Stamps immediately.  Drop Money Order purchases, immediately.

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5-4.

Timed Access Safe The Timed Access Cash Controller (TACC) provides:  Timed access to limited amounts of cash for making change.  An easy method to safely drop accumulated cash from sales.  A safe for store funds between bank deposits.

Steps for employee safe use Vend Tube:    

Select “Vend Tube” on safe’s main screen Enter employee’s 4 digit code Select the desired tube denomination Take contents of tube back to register and select the “Function Panel” button on the register’s main screen  Select the “Safe Loan” button  Enter amount of tube just taken from the safe  Place tube contents in till and close drawer Bill Acceptor Drop:      

Select “Safe Drop” on register’s main screen Take out and count desired bills to be dropped into safe and close drawer On the safe, select “Insert Bills” on main screen Enter employee’s 4 digit code Place bills in acceptor trays and wait for all bills to be dropped into safe Once bills have finished being dropped, verify the total of the bills dropped on safe screen  Go back to register and enter a zero for a reference number, then enter the total dollar amount dropped. Vault Drop:  Select “Safe Drop” on register’s main screen  Take out and count desired bills to be dropped into safe and close drawer  Put into a numbered drop envelope Gate Operations Manual — rev. 2014

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 The register will prompt for a reference number. Enter the number on the drop envelope that was chosen.  Then enter dollar amount of the drop being done  Take the receipt that prints from register, and put it into the drop envelope along with the cash  On the safe, select “Vault Drop” on the main screen  Enter employee’s 4 digit code  Select “Cash”  Enter the dollar amount of drop and hit enter  Slide drop envelope into the slot at bottom of safe and make sure it goes in completely Shift Report:      

Select “Log In” at bottom of safe’s main screen Enter employee’s 4 digit code Select “Reports” Select “Shift Report” Select “This Business Day” Put report with your register’s paperwork

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Steps for Manager Safe Us LOOMIS SAFE Training Guide

1. Close registers as usual. Print the SUMMARY and CURRENT CONTENT reports from Safe  Select LOG IN and enter your PIN # and hit ENTER  Select REPORTS and choose CURRENT CONTENT REPORT  Select MORE and choose SUMMARY REPORT

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2. Open the Safe and remove all Vault Drops from the bottom of the safe. There will be no handling of the money in the acceptor. From the main menu select LOG IN and enter your PIN # and hit ENTER  Select CASH CONTROL, choose MOVE VAULT CONTENTS  Screen will display: Transfer from where? Select “Drop”  Screen will display: Transfer to where? Select OUTSIDE and “ALL DROPS”  Select total amount of vault drops and hit DONE  MOVE VAULT CONTENTS receipt will print automatically Ensure each cashier has enough change to last until safe END OF DAY is closed

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! ONCE THE MONEY IS OUT OF THE SAFE, NOBODY IS ALLOWED TO MAKE DROPS OR VEND TUBES UNTIL SAFE CLOSE IS COMPLETE (If not closed by 6 am the safe will close automatically)! ONLY VAULT DROPS CAN BE MADE IF NECESSARY, SMALL BILLS ($1’s $5’s, $10’s, & $20’s) MUST BE VAULT DROPPED EVERY DAY TO REPAY THE LOANS AND VAULT DROPS MUST EXCEED THE AMOUNT VENDED FOR THE DAY. 3. Take money to the office. Back Office procedures:  Separate and verify vault drops  In Store Point/Cash Office/End of Day Dialog/Pending edit Cashier Safe Loans only to match the Tubes Vended in the SUMMARY REPORT from the safe. Once all cashier are edited click on SAFE tab and highlight all LOANS and click REPAY; this is your REPAY amount to refill the tubes. Always repay tubes before completing the Bank Deposit

 Balance your Bank before Safe close/End of Day. (The Bank amount is determined by your Territory Supervisor) $ Tubes vended (Pending Loans) + Reserve Change Fund + Tubes = Bank  Edit Cashier Drops in Cash Office to match the SUMMARY Report from the safe  After balancing your Bank, separate and return remaining vault drops to the Safe using the bill acceptor before closing the safe

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RECOMMENDATION: Under CASHIER create a specific name for DEPOSIT and assign a UNIQUE PIN # (For example: 1111)  From the main menu select LOG IN and enter DEPOSIT PIN # (1111)  Select INSERT BILLS  Once bank and cashiers are reconciled you can proceed and select END OF DAY at safe  Reconciliation of Funds  On Back Office, when you are ready to make the deposit, select DEPOSIT and select SAFE DEP and deposit the amount equal to the bill acceptor. “NET CASH DEPOSIT” on END OF DAY report from safe  If you have a ‘bag deposit’ such ripped bills, coins, live void money orders, etc., select MANUAL DEP and this deposit will be the remaining amount of the deposit

 The Bank Deposits will be transferred into Agility the same day that they are keyed  The Acceptor Deposit will be credited to us the next day  The Bagged Deposits will be credited to us when the courier makes his delivery 4. Adjust Vault Contents and Load Tubes (From Reserve Change Fund)  From the main menu select LOG IN and enter your PIN #, hit ENTER  Select CASH CONTROL and hit ADJUST VAULT CONTENT  Select RESERVE CHANGE FUND and hit CASH

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 Select POSITIVE DEPOSIT, enter $ amount (Tubes vended/pending loans from previous day) in Summary Report & hit ENTER  Screen will ask to confirm $ amount; if correct, hit YES  Screen will display ALL DONE WITH ADJUSTMENT! hit DONE  Select LOAD TUBES-Screen will display: Are you going to fill all columns? Hit NO, unless you know you have enough money to fill all.  Select what you will be loading, enter # of tubes you will load, hit ENTER & DONE  Proceed to load the rest of the tubes into the safe and hit DONE  Did money come from RESERVE CHANGE FUND? Hit YES  Select GO BACK and hit REPORTS for CURRENT CONTENT REPORT

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Point Of Sale Terminal

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5. Place a Change Order on Thursday for Friday’s delivery or Monday for Tuesday’s delivery  Call 1-800-359-6739 before 10:00am to place your Change Order  Automated service will prompt you to enter Account #, password and coin denominations  Write down the reference # provided by the bank after confirming your Change Order  Get money from Reserve Change Fund and proceed to the LOOMIS safe  If you need to speak to live representative, dial: 730-6517  Insert money for CHANGE ORDER before completing CHANGE ORDER in the safe TO PAY FOR A CHANGE ORDER: RECOMMENDATION: Under CASHIER create a specific name for CHANGE ORDER and assign a UNIQUE PIN # (For example: 2222) 6. Proceed to complete CHANGE ORDER in the safe as follows:  From the main menu elect LOG IN, enter CHANGE ORDER PIN # (2222) & hit ENTER  Select CASH CONTROL and then CHANGE PURCHASE  Enter dollar amount of CHANGE ORDER (Example: 250.00) & hit ENTER  Enter REFERENCE # given over the phone by the bank and hit DONE  Verify total amount of CHANGE ORDER; if correct, select YES  Printer will produce a stamped receipt for the amount of CHANGE PURCHSED Gate Operations Manual — rev. 2014

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 Screen will confirm that the CHANGE ORDER has been recorded and then hit DONE  The courier will bring the CHANGE ORDER on the next regular visit  Until change is received, add dollar amount of change order to your safe in the morning  Add receipt from safe to physical count of money in reserve change fund

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If the store’s service day falls on a holiday, the Change Order will be delivered on the next regular business day. If the holiday happens to be a Monday you must place the Change Order on Thursday the week prior to the holiday.  Courier / Deposit pick-up and Change Order delivery  Store Manager or Assistant Manager MUST be on duty at the time of pick-up  A Courier will arrive at regular intervals  If there are any coins, returned Money Orders or bills rejected by the acceptor, key the safe to open as soon as the courier arrives  The Courier will empty the acceptor whether the manager is present or not  The Courier will take all the deposit bags stored in the safe (If any)  The Courier will deliver Change Order (If any)  Secure Change Order and close the safe  If the bill acceptor gets jammed, follow these steps:  Select LOG IN and enter your PIN #, hit ENTER  Select OPEN VAULT and choose Acceptor Maintenance Door  The acceptor maintenance door is ready to open will display and you will hear a click, turn the knob to open  Once the Acceptor Maintenance Door is open push the yellow button and pull the acceptor out; push yellow top cover upward to open and unjam.

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5-5.

Cash Refund This policy outlines the guidelines to allow for the verification and accounting of cash refunds.  Cash refunds must have a valid excuse and a receipt with a detailed explanation of refund on it for customers who are requesting refunds for merchandise or other authorized services  All cash refund payments to customers may be made by all store personnel  Cash refund and over ring receipts must be kept and handed in with all of the cashiers shift paperwork for the shift when the refund occurred  All over ring receipts must be kept with the corrected transaction receipt.  All cash refund receipts must be attached to the original transaction as verification of the sale.  Cash refunds with a high dollar amount should get authorization from the store manager or assistant  Merchandise that is damaged, expired or spoiled, should be rung as waste in the Register by authorized personnel  Merchandise to be returned to the vendor for credit, should be placed in a predetermined area for return to the supplier for replacement or credit Failure to follow this procedure may result in corrective actions and/or up to including termination

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5-6.

Handling Company Money and Cash Management Do not handle store money carelessly. Money must be kept in the register or in the drop safe. Keeping store money in your pocket or purse gives the impression of theft and could lead to immediate dismissal. Employees cannot borrow money from the cash fund or sales receipts or write a check(s) and hold it in the cash fund as a promissory note. If an employee has a serious need for money, he or she should discuss it with the supervisor or arrange for a loan through the Credit Union.

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Do:

 Always be alert to anyone loitering in the store.  Always look at both sides of large bills to verify that they have not been altered in any way.  Become familiar with bills of various denominations, especially the portraits and seals on them. This may help you spot counterfeit bills quickly.  Always place bills on the register ledge until both you and the customer are satisfied that the change is correct.  Collect the customer’s money in payment for merchandise before counting change out to him or her. Caution: The customer should not hold his or her money and the store’s money at the same time.  Stamp, record and drop all checks immediately (if applicable).  Stamp, record and drop all $5 and $10 food stamps immediately.  Be alert to the money level in the registers and make drops frequently. Caution: Money available in the cash drawer should not exceed limits established by the Cash Management Policy (see procedure in this section).  If a customer accidentally drops change behind the counter, complete the sale with additional change from the register and wait until the customer leaves before stooping to pick up the money that was dropped.  It is GATE’s philosophy to accept large bills from customers for the payment of merchandise or gasoline. If a customer wishes to make a purchase with a $50 or $100 bill, explain to the customer that we do not

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have enough money in the register to make the change. Continue by stating that if he or she can wait a few minutes, we will dispense the money to change their bill from our cash management safe.

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Do Not:

 Leave the cash drawer open and unattended, even for only a few seconds.  Go to the back room for a long period of time when you are working alone.  Turn your back on an open cash drawer.  Place payment in the register before making change. Caution: If a customer argues that a larger bill was presented, politely say that the register must be closed out to verify an overage. Explain that you will contact him or her after the register has been closed out. Write down the customer’s name and telephone number.  if, after the register has been closed out for the business day, you find that you were overpaid, contact the customer immediately. Refund the amount overpaid and apologize for any inconvenience to the customer.  if, after the register has been closed out, you find that you were not overpaid, contact the customer immediately and politely explain that your records show that you were not overpaid. Refer the customer to your manager if there is any argument or question.  Allow anyone to divert your attention while you have the drawer open. Caution: If a customer asks about merchandise or prices while you have the register open, politely ask him or her to wait a moment. Complete the transaction, close the drawer and then answer the customer’s question.  Discuss store business with employees of other competitors’ stores or with customers.

Cash Management Policy All store personnel are to keep no more than the prescribed amounts of money in the register. Monies are only to be kept in the register or in an approved safe. Access to the Tidel safe keys is strictly controlled. Cash Management Procedures REGISTERS: The total amount in all registers is never to exceed the following amounts:

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 Gasoline Stores There will be no more than $70 in change and bills during daylight hours (6 a.m. to 9 p.m.) and no more than $35 in change and bills during night time hours (9 p.m. to 6 a.m.).  Non-Gasoline Stores There will be no more than $50 in change and bills during daylight hours (6 a.m. to 9 p.m.) and no more than $25 in change and bills during night time hours (9 p.m. to 6 a.m.).

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Drops

 Drop all checks, and bills larger than $10, including $5 and $10 food stamps, in the drop section of the drop safe immediately.  All checks should be properly endorsed at the time they are received (if applicable).  Drops should not exceed $20. Exceptions: gasoline, lottery, $50 or $100 bills, money orders or extra change. These drops should be identified on the drop sheet alongside the amount as follows: Drop Type

Drop Code

Checks

Gasoline

Lottery

$50 or $100

Extra change

Large purchase

GR (groceries)

Food Stamps

Money Orders

 In units using the Retalix registers, the proper “Method of Payment” must be entered when keying in a safe drop and the receipt for the drop should be placed in the envelope with the drop. When the register contains more than the above described amounts, the excess money is to be dropped in the drop safe and properly recorded according to the money drop procedure. Failure to follow these procedures can result in a written warning that will be placed in the personnel file.

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5-7.

Security One of our primary responsibilities is the protection of our customers, their property and the assets of GATE Petroleum Company. While no one is expecting you to be a security expert, your awareness and assistance will be a tremendous asset to this effort. As an employee of GATE Petroleum Company, you are responsible for executing reasonable care in the protection of the building, our customers and your fellow employees.

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The following guidelines will help you assist in the security of the company.  Never display or count cash deposits in public view.  Do not leave your cash bank unattended or unlocked for any period of time.  Do not leave personal valuables in any unsecured area.  Never give out any information about other employees to anyone. Any inquires about employees (past or present) should be referred to your manager or supervisor.  Always keep your work keys in a secure place, and if you must lend your keys to another employee, be sure the keys are returned to you.

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5-8.

Sales Tax Most state laws require the merchant to collect sales taxes. The basic procedure for collecting sales tax on a sale is the same, but there is a wide difference in which items are taxable and the amount of taxes to collect. There are differences in the amount of tax to collect from state to state, county to county, city to city and even community to community. As a sales associate, you will be trained in sales tax procedures for your store. Review the sales tax procedures regularly to be sure you are performing them correctly.

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5-9.

Selling Alcoholic Beverages These guidelines are based upon the video series “Convenience Store Safety & Responsibilities.” If you have not seen this Training Module, ask your store manager or supervisor for the opportunity to view it. The following are Liquor Laws, Regulations and Store Policies pertaining to the sale of alcoholic beverages in Gate retail stores: 1. Legal Age for Sale a. Customers must be 21 years of age to purchase alcoholic beverages. Under NO circumstances will beer or wine be sold to anyone under the minimum age. b. If a person appears to be thirty (30) years of age or under, request a valid I.D. If there is still doubt as to proof of age, DO NOT MAKE THE SALE! 2. Absolutely NO alcoholic beverages will be sold to anyone who is intoxicated or appears to be under the influence. 3. No alcoholic beverage will be knowingly sold to any adult for use by minors. If you have any reason to believe that the alcoholic beverage will be given to anyone under 21 years of age, DO NOT MAKE THE SALE! 4. Spotting Second-party Behavior A second-party sale is when an adult purchases alcoholic beverages for a minor. Look for: a. An adult getting out of the same car as a minor who has been refused. b. A minor approaching or giving an adult money. c. A minor hanging around the store (in and out) after being refused. 5. No OPEN alcoholic beverages are permitted on store property at any time, including the parking lot. 6. The following are the ONLY acceptable forms of identification that will be used to determine an individual’s age: a. Valid Driver’s License with photo

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a. I.D. card (from any State) with photo b. Passport with photo c. Military I.D. with photo 7. Special Restrictions (election days, holidays, single cans, single quarts, etc.) It may not always be possible to keep beer, wine and liquor locked and out of the customerâ&#x20AC;&#x2122;s reach during restricted hours. However, follow these guidelines: a. Follow alcohol close-out procedures in your store prior to restricted hours. b. Always go by the clock in the store. Do not allow the customer to go by his or her watch.

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5-10. Lottery Sales Procedures LOTTERY SALES GATE EMPLOYEE AWARENESS FORM

These restrictions apply to the sale of lottery tickets under the Florida Public Education Act. Each of the following is a misdemeanor or felony punishable by fine or jail sentence under Florida Statute. 1. NO PERSON MAY PURCHASE A LOTTERY TICKET WHO IS LESS THAN EIGHTEEN (18) YEARS OF AGE. Any person who appears to be twenty-one (21) years of age or younger must provide valid I.D. The salesperson must request and verify the legal age of 18 prior to making the sale. The same I.D.'s used for the sale of alcoholic beverages are required. Acceptable Forms of Identification:  Valid Driver's License with photo  State I.D. card with photo  Passport with photo  Military or Government I.D. with photo 2. IT IS UNLAWFUL TO:  Sell a state lottery ticket at any price other than the established price.  Extend credit or lend money to a person for the purchase of lottery tickets.  Assign or transfer the right to claim a prize.  Knowingly produce, sell, present for claim, or in any way handle counterfeit or altered tickets. Disclose confidential information concerning lottery for personal advantage or the advantage of another person. 3. IT IS GATE POLICY:  ONLY NORTH CAROLINA stores can accept cash, check or debit for the purchase of lotto and lottery.  Otherwise, Lottery purchases cannot be charged on any Credit/Debit card. CASH ONLY!  Gate's policy does not permit playing lottery while on duty.

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5-11. ITVM (Instant Ticket Vending Machine Lottery Vending

Training Guide

Password for machine is: 1 2 3 4 5 6 “ENTER”

1 BASIC RULE: ANYTIME machine is loaded, unloaded OR money is collected from the machine, you need: 2 SHIFT REPORTS & 2 INVENTORY REPORTS ALWAYS LOAD MACHINE FIRST BEFORE PRINTING THESE REPORTS!!

COLLECTING MONEY & PRINTING REPORTS:      

Use scanner and scan “SHIFT REPORT” then scan “yes” Scan “yes” to print the report again Use scanner and scan “INVENTORY REPORT” then scan “yes” Re-scan “INVENTORY REPORT” again to print 2nd copy Collect money from cassette Collecting money should be done every Monday any time during the day. (Some stores might need to do this a couple of times a week).

ENTERING SALES FROM MACHINE INTO REGISTER:

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 Use the “LOCAL SHIFT REPORT” from the machine and look towards the middle of the report for the “Sales Qty & Value” section. This will give you the game #, quantity and dollar amount sold for each ticket.  In Retalix, select “Item Entry UPC” from the “Store Services” menu.  Enter a “9” along with the last 4 digits after the “PID” number. This becomes the UPC code for each individual ticket. Enter the quantity of tickets sold (located directly under the “PID” number on report).  Repeat the same step for each ticket number.  When finished, the sales on the screen should match the “Cash Total” line at the bottom of the report.  Cash out the transaction, print 2 receipts for accounting purposes and safe drop the money from the register.

PAPERWORK ACCOUNTING: Lottery ITVM Report:  If you have loaded any tickets in the machine, you must enter the ticket amount on the “Lottery ITVM Report” as a negative number in the box labeled “ITVM Load” to get them out of your inventory and account for them being in the machine. Make sure to record which books and how many are being loaded.  At the bottom of the “Inventory Report” from the machine you will find the total dollar amount to enter in the “Ending Inventory” box in the Lottery ITVM Report.  “Ending Inventory” number will ONLY be changed when you have taken money out or add tickets in the machine; for the days that you do not collect money or add books to the machine, you will need to carry over the “Ending Inventory” from the previous day. (Beginning Inventory will become the Ending Inventory with zero sales).  The following reports must be stapled together and sent to the office when applicable: 1. “Inventory Report” from Vending machine 2. “Local Shift Report” from Vending machine 3. “Sales receipt” from register 4. “ Sales and payout reports (from Lottery Machine) 5. “Lottery ITVM Report”

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LOADING MACHINE:  Activate and settle the desired book(s)  Pull desired tray out and use scanner to scan “LOAD” on desired “bin”  Scan FIRST ticket then scan LAST ticket then insert and hold ticket in desired “bin”. When machine shows “new inventory”:    

Scan “yes” to confirm load Scan “no” load another pack (if not adding additional book) Scan “yes” to finish load When finish loading, new inventory will display for verification

LOADING 2 BOOKS (in 1 slot) AT A TIME:  Activate and settle the desired book(s)  Pull desired tray out and use scanner to scan “LOAD” on desired “bin”      

Scan FIRST ticket then scan LAST ticket When it shows “new inventory” Scan “yes” to confirm load Scan “yes” load another pack Then scan FIRST ticket then scan LAST ticket of second book. Take the two books and the special tape (provided by the lottery and located inside the machine) and tape the beginning of the new book to the end of the old book.  Then insert and hold ticket in desired “bin” to allow machine to load it.  Scan “yes” to finish REPLACING BOOKS OR PLANOGRAM CHANGES:  Activate and settle the desired book(s)  Scan “UNLOAD” on desired “bin”  It will eject the book and then you must scan “no” to ensure it clears it out of the machines inventory. After you do that, the “bin” will be empty.  Scan “LOAD” on desired “bin”

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     

Scan FIRST ticket then scan LAST ticket When it shows “new inventory” Scan “yes” to confirm load Scan “yes” load another pack Then scan FIRST ticket then scan LAST ticket of second book. Take the two books and the special tape (provided by the lottery and located inside the machine) and tape the tape the beginning of the new book to the end of the old book.  Then insert and hold ticket in desired “bin” to allow machine to load it.  Scan “yes” to finish FIXING A TICKET JAM: If this has occurred, the window where the denomination of that ticket on the front of machine will disappear and 4 dashes will replace it.  Scan “UNLOAD” on desired “bin”  Then scan “yes” and the tickets will re-load and jam should be cleared. HELPFUL HINT: It is not recommended to change the counter planogram and the ITVM planogram at the same time. You can take care of the counter planogram the next day.

Paid Outs and Over Rings PAID OUTS: Money taken from the register to pay for anything. If paid outs are permitted, they are very limited. Typically, they are permitted for lottery winners and returned merchandise. Your store manager will instruct you in which paid outs are permitted. Handle each paid out courteously. Follow local procedures for opening the register and recording the paid out. If the item is taxable, the sales tax must also be recorded. Note: It is important to follow the proper procedure if the register is used to record the paid out. Different registers process the paid out differently. OVER RINGS: An error in ringing a sale. If an over ring occurs:  Immediately interrupt the transaction. Gate Operations Manual — rev. 2014

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 Total the transaction and remove the receipt tape.  Re-ring the sale correctly.  Write VOID and your initials on the incorrect receipt tape.  Record the amount of over ring in the proper place on the Shift Worksheet.  Attach the receipt tape to the Shift Worksheet.

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5-12. Credit and Debit Cards Authorized Charges The company policy regarding acceptable credit card transactions (all credit cards) is as follows:  Under no circumstance should a cash refund be given to a customer (or employee) on any credit or debit card transaction.  No money orders can be purchased using a credit or debit card. Credit or debit charges at our stores are for authorized merchandise and/or fuel purchases only.  No lottery or Lotto tickets can be purchased on a credit or debit card.  Verify the Card: Input the last 4 digits of the customer's credit card number for transactions of $50 and above. o Also verify or be aware of: o Signature on back of card o Name imprinted on card resembles the gender of the person presenting the card o Repeated large purchases during the same shift  Manual Entry of Credit Cards (Credit Cards only) There will be occasions when you must enter credit cards manually rather than “swiping” the cards on the automated card readers. Manual entries may occur under the following circumstances:  There is an equipment failure, and the transaction must be handled manually at the time of the transaction (to be entered into the automated system after the equipment is working again).  The card is damaged and the equipment cannot “read” the card being swiped. In this case, the card information should be entered manually at the time of the transaction. All manual credit card transactions must be supported by a receipt manually imprinted with the credit card data. Attach the manual receipt to the printed ticket and send it with your daily report to the home office. Without an imprinted receipt attached, manual credit card transactions are invalid. If you need any

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manual imprinters, please contact the Credit Department at the home office (904) 448-2915. Credit Card Review Store managers should check their daily credit card receipts for proper support for manually entered transactions and other suspicious transactions. Please note that transactions entered into our SPS systems manually are indicated by an “*” at the start of the credit card number on the printed ticket. Suspicious items to watch for include the following:  Manual transactions without proper support.  Multiple transactions on one card number.  Even dollar transactions ($20, $40, etc.)  No signature or suspicious signature on receipts.  Missing receipts (tickets should be added to be sure they match the daily Bypass report). Please note that credit card companies (Visa, MasterCard, etc.) charge GATE for transactions challenged by a customer for which we do not have adequate support or when there is evidence of suspicious activity (e.g., employee fraud). Following proper procedures provides us with adequate support of charges and limits our expenses related to challenged charges. Credit Cards Costs Transactions in which the card information is manually entered cost us more than transactions in which the card is “read” by our credit card equipment. Therefore, it is important to keep credit card equipment in good working order. If you have equipment failure, repair or replace the equipment promptly. GATE Credit Cards A GATE proprietary credit card is available for our customers, with approved credit, for both personal and commercial accounts. Applications for credit cards must be submitted to our Credit Department at the home office. A supply of credit card applications should be kept behind the counter at each store and given to customers upon request. If you need a supply of credit applications, please call the Credit Department at (904) 448-2915.

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Employees should always check the GATE credit card for the “fuel only” notation. Many of our commercial accounts are for fuel only, meaning that the cards cannot be used for merchandise purchases. Do not accept payments on the GATE card at the store. Instead, ask the customer to mail his payment to the Credit Department. If an employee or customer has any suggestions, problems, or adjustments that should be made to a GATE account, these should be brought to the attention of the Credit Department.

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5-13. Fleet Card Services

General Fleet Card Instructions For assistance call the customer service number which appears on the back of all

fleet cards: Authorizations: 1-800-842-0071 / Customer Service: 1-888-767-3971 Wright Express (WEX) Co-brands their card so you may see their logo in the bottom right hand corner of several cards. GATE accepts any card with the WEX logo. Some of these cards may be embossed along the bottom with STANDARD. Standard cards do not require odometer or driver id #’s.

Voyager/Merchant Authorizations: 1-800-987-6591 / GATE Customer Service: 1-888-2362363 Voyager Co-brands their card as well. GATE accepts any card with the Voyager logo. The two digits to the left of the expiration date are the restriction code (RC). Codes 01, 11, 21 and 31 are all Fuel Only. All other codes are Fuel and Other.  Watch for FUEL ONLY restrictions- DO NOT put merchandise (including oil) on a fuel only card. Gate Operations Manual — rev. 2014

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 Declined cards: there are many different reasons for declined cards; network down, suspended account, cancelled card, untrained driver, etc. If a card is declined, call the customer service number on the back of the card to receive an authorization number. If the card is declined by customer service for unauthorized driver #, please allow the customer to call their company to obtain a correct driver ID #.  DO NOT sell lottery tickets on any Fleet credit card.  DO NOT give cash on a Fleet credit card return, credit their card. Call customer service for that specific card if you need assistance.  ALL in-store card accounts must be set up thru GATE Fleet Services. (1-888-2362363)

OMNI Fleet Card Transaction Detail DISPLAY Ready screen digits of card.

ACTION Press sale, then credit, swipe card, you will be prompted to enter last 4

If it is a prompt card, prompts for ID and ODO will appear next. Enter product code Key in appropriate product code and Press enter. PRODUCT CODES: 003=Unleaded 006=Unl+ 004=SupUnl 002=Diesel 005=Kerosene 040 =Miscellaneous Enter Dollar Amount Key in only the amount for this product code and press Enter. Enter Product Code IF there are additional products (i.e. another fuel or merchandise) follow prompts and press Enter. OR if there are no other products just press Enter. Processing Approval- have driver sign and print name; give customer the receipt. OMNI Fleet Card Manual Transaction Detail DISPLAY Ready screen Credit Sale

ACTION Select “Sale” 1 Enter Prefix Number (WEX 690046/Voyager 7088) followed by Account Number, press Enter. If it is a prompt card, prompts for ID and ODO will appear next.

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Expiration Date

Key in “Good Thru” date and press Enter (for Voyager cards a prompt for the RC number will come next- The two digits to the left of the expiration date are the restriction code (RC) Enter Product code Key in appropriate product code and press Enter Enter Amount Key in only the amount for this product code and press Enter Enter product code Key in appropriate product code and Press enter. PRODUCT CODES: 003=Unleaded 006=Unl+ 004=SupUnl 002=Diesel 005=Kerosene 040 =Miscellaneous Enter Dollar Amount Key in only the amount for this product code and press Enter. Enter Product Code IF there are additional products (i.e. another fuel or merchandise) and follow prompts and press Enter. OR if there are no other products just press Enter. Processing Approval- have driver sign and print name; give customer the receipt. MANUAL CHARGE TICKET 1. Imprint Ticket 2. Product 3. Amount 4. Total 5. Odometer (if applicable) 6. Authorization Number 7. Date 8. Driver Name (signed and printed) 9. Attach receipt to ticket

(Imprint ticket)

For Fleet Services sales related information call: 1-888-236-2363

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5-14. Coupons  Manufacturers’ Coupons:  GATE follows all state and local governance of coupons that are received from any type of print, as long as they are not produced with a fraudulent intent.  All valid coupons must be presented to the cashier at the time of checkout.  GATE accepts manufacturers’ coupons (that have a legible UPC barcode on them), including valid Internet/print-at-home coupons (that have a legible UPC barcode on them).  Customers should never mark or stamp over the UPC barcode on a coupon; this voids the coupon.  There is a limit of one coupon per item. Coupons will not be doubled or tripled.  Acceptance of coupons is subject to any restrictions on the coupon.  GATE does not accept expired coupons. Coupons must have an expiration date and be redeemed prior to expiration.  GATE will only accept coupons for identical (same size, quantity, brand flavor, color, etc.) merchandise we sell.  Coupons and their face value cannot be exchanged for cash or gift cards.  GATE accepts multiple identical coupons for multiple qualifying items as long as there is sufficient stock to satisfy other customers, and/or unless a limit is specified. Management reserves the right to limit the quantity of items purchased.  The order total must be equal to or greater than the total purchase requirements indicated on the coupon(s) presented. Coupon redemption can never exceed the selling price of an item and no cash back is ever provided in exchange for any coupons.  Manager approval is needed for individual coupons valued at more than $5.

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 Sale Items:  GATE will accept manufacturer coupons for an item that is on sale.  For a buy one, get one free offer or other multiple item promotional offer (such as buy two, get one free), each item is considered a separate sale. Up to two coupons can be used for the items being purchased.  Sales tax must be paid for any purchases of multiple item promotional free items in conjunction with a coupon, if required by applicable state laws.  GATE Coupons and Frequent Buyer Programs:  All valid coupons must be presented to the cashier at the time of checkout. There is a limit of one GATE coupon per item per person per visit.  GATE does not accept expired GATE coupons.  GATE accepts original GATE coupons only (no photocopies).  GATE coupons and their face value cannot be exchanged for cash or gift cards. Frequent Buyer Programs  GATE Bonus Beverage Club cards are not valid with any other coupon offer. The card program does not include frozen beverages or refills. Completed card must be turned over to cashier to receive free offer.  GATE Copenhagen and Skoal Smokeless Tobacco Frequent Buyer Program cards are not valid with any other coupon offer. The program is restricted to customers 18 years of age and over with valid state-issued photo identification. Completed card must be turned over to cashier to receive free offer.  Electronically-Generated Coupons:  Mobile Smart Phone Application Coupons  GATE only accepts mobile smart phone bar code coupons from its own mobile phone application, My GATE Store. The mobile phone

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coupon must be presented to the cashier to be scanned at the point of sale.  Coupons generated by the My GATE Store mobile application must be activated on the mobile devise prior to purchase. However, the coupons are set to expire within 5 minutes of activation. Once the mobile coupon has expired, it is no longer valid and will not be accepted.  Text Messaging Coupons  Similarly, GATE only accepts or text message-generated coupon codes from users who have entered their mobile number in the My GATE Store system to receive them. The text messaged coupon code must be presented on the mobile device to be entered by the cashier at the point of sale.  QR Code Coupons  QR code-generated coupons will not be accepted.  Competitor Coupons:  As a general rule, GATE does not accept competitor coupons. However, as part of our competitive strategy, acceptance of competitor coupons may be offered as part of a date-specific or store-specific promotion. In these instances, promotion offer date restrictions and competitor store names will be posted at each participating GATE store.  Any coupon not covered in these guidelines will be acceptable at the sole discretion of GATE management.

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5-15. EBT / SNAP and Food Stamps With our newest upgrade, we are now able to take EBT Food Stamp cards through our registers. It is very similar to credit cards in its use. We are also able to take a new tender that we previously could not take. This is EBT Cash. It is for cash benefits issued by the state on the same type of card. Unlike Food Stamp benefits, there is no tax forgiveness on this but there is also no limit on its use. The customer can purchase anything that we allow to be purchased with credit cards. This includes tobacco and alcohol. There is an issue, however in that they will not allow prepay gas transactions. This is not that it is not allowed but it does not work with our credit processor.

FOOD STAMP EBT PROGRAM

ACCEPTABLE ITEMS: What can be purchased: A. All foods for human consumption in the home, except hot, ready-to-eat foods. NO ALCOHOL, NO TOBACCO PRODUCTS, NO MEDICINES. B. Refrigerated sandwiches, not heated. C. Candy, cold sandwiches, fountain drinks, ICEE's and deli products (consumed off premises). D. All food for human consumption which leaves the store at room temperature or colder and is eaten off the premises. E. Ice -as long as you do not see a cooler in the recipient's possession. F. Food stamps may be used in conjunction with manufacturer's "cents off" coupons. G. Any eligible taxable Food Stamp/EBT items are not subject to sales tax.

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MANAGERS: EBT BACK OFFICE OPERATION: In the back office, the only change will be where the EBT appears. You will notice that there are 3 lines for EBT. 10 EBT is the origional. If you took some EBT before being upgraded, it will be there. 101 EBT is the new EBT that runs through Paymentech. You no longer need slips for these as they are run just like debit cards. The 102 EBT is the EBT run through the EBT Omni button. You will still need to keep the slips for this. 103 EBT Cash will be for cash benefits. These cannot be run through the EBT machine so this is only from the register. EBT Online With our newest upgrade, we are now able to take EBT Food Stamp cards trough our cash registers. It is very similar to credit cards in its use. Ring the item and press SubTotal. You will notice the EBT button no longer shows the Food Stamp Total. Press the EBT button and the Food Stamp Total will show in a new button. There is also a new function called EBTCash that I will explain later.

When you select this button, the credit dialog will show and it will be pre populated with the Food stamp amount. If a customer wants to use a different amount, it can be edited. Swipe the card on the MSR or have the customer swipe the card on the Hypercom. Follow the prompts and tax will be forgiven on the food stamp items and the transaction will complete.

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If credit is down and you have to use the old EBT machine, there is a new coupon added to the Misc Tender menu. It is called EBT Omni. Check the balance with the EBT key. Then use the EBT Omni button to ring out the sale. This button will also relieve tax exactly like the EBT key. You may need to use the arrow button to find the EBT Omni button.

We are also able to take a new tender that we previously could not take. This is EBT Cash. It is for cash benefits issued by the state on the same type of card. Unlike Food Stamp benefits, there is no tax forgiveness on this but there is also no limit on its use. The customer can purchase anything that we allow to be purchased with credit cards. This includes tobacco and alcohol. There is an issue, however in that they will not allow prepay gas transactions. This is not that it is not allowed but it does not work with our credit processor.

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In the back office, the only change will be where the EBT appears. In the following screenshot, you will notice that there are 3 lines for EBT. 10 EBT is the origional. If you took some ebt before being upgraded, it will be there. 101 EBT is the new EBT that runs through Paymentech. You no longer need slips for these as they are run just like debit cards. The 102 EBT is the EBT run through the EBT Omni button. You will still need to keep the slips for this. 103 EBT Cash will be for cash benefits. These cannot be run through the EBT machine so this is only from the register.

In Agility, 101 EBT will show with your credit cards. 10 EBT and 102 EBT will total under Automated Food Stamps.

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5-16. Car Wash Sales and Refunds In the Store Services Menu of your register there is a button for car wash.

This button pulls up a menu where you can ring a car wash but it does not produce a car wash code.

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This allows the cashier to ring a car wash that has been created from the car wash controller, to refund a car wash that has been canceled from the car wash controller, and to refund a car wash to a customer that is dissatisfied with the car wash.

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5-17. Pre-way (Pre-Paid Phone Cards) Preway 1. Select Store Services 2. Select Preway  Prepaid Cell - A prepaid cell phone that uses a sell pin card to load more minutes on  Choose Provider & Denomination  Hit Activate  Tender Out  Return to Main Menu  Prepaid RTR Cell - A prepaid cell phone that the customer gives the associate their phone number to load more minutes. The associate will have to enter the phone number twice  Cards with a preset amount  Choose Provider & Denomination  Hit Air Time Reload  Enter the Customers phone number with Area Code  Hit Sub Total  Enter the Customers Phone Number Again  Tender Out  Return to Main Menu  Card with an Open Value  Choose Provider & Denomination  Hit Air Time Reload  Enter the Customers phone number with Area Code  Enter the Denomination the Customer wants

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 Hit Sub Total  Enter the Customers Phone Number Again  Tender Out  Return to Main Menu  Prepaid Topup Cell - Customer will have to give phone number twice  Cards with a preset amount  Choose Provider & Denomination  Hit Air Time Reload  Enter the Customers phone number with Area Code  Hit Sub Total  Enter the Customers Phone Number Again  Tender Out  Return to Main Menu  Card with an Open Value  Choose Provider & Denomination  Hit Air Time Reload  Enter the Customers phone number with Area Code  Enter the Denomination the Customer wants  Hit Sub Total  Enter the Customers Phone Number Again  Tender Out  Return to Main Menu  Long Distance Epin - A long distance phone card with a pin prints out of the register to use on any land line  Choose Provider & Denomination  Hit Activate Gate Operations Manual — rev. 2014

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 Tender Out  Return to Main Menu  Int’l Top Up - Customer will have to provide phone number  Cards with a preset amount  Choose Provider & Denomination  Hit Air Time Reload  Enter the Customers phone number with Area Code  Hit Sub Total  Enter the Customers Phone Number Again  Tender Out  Return to Main Menu  Mall Gift Card - Gift Cards that are hanging in the stores  Scan UPC on the back of the card  Register will display product  Swipe Card  Select Activate  Tender Out  Return to Main Menu  Prepaid LD Swipe - The cards hanging up in the store to have money loaded on them  Choose Provider & Denomination  Swipe Card  Select Activate  Tender Out  Return to Main Menu

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5-18. AAA Dollars / Processing Processing AAA Dollars Transactions: GATE Sales Process:  INSIDE:  Have the AAA member swipe their membership card anytime during the transaction prior to subtotal.  Manually Entered: if there is an issue with the magnetic stripe on the membership card, you must enter the complete 16-digit membership number manually. Please encourage the member to contact AAA for a replacement card by calling the number on the back of their AAA membership card. Step 1: Press Function Panel Step 2: Press Loyalty Input Step 3: Manually key 16 digit AAA membership card number  OUTSIDE: Step 1: Swipe AAA Membership card Step 2: Swipe payment card Step 3: Select fuel type and pump fuel Step 4: Print receipt reflecting earned AAA dollars Contacting AAA: For General Member/Customer AAA Dollars Inquiries: Hand the customer a AAA Dollars brochure and encourage them to contact AAA. Samples of Classic, Gold & Premiere AAA Cards Back of a AAA Card SM Three Things GATE Employees Must Know: 1. Ask customers if they are AAA members. If yes: ask for their AAA membership card and verify that the club code is 014 or 243 to be Gate Operations Manual — rev. 2014

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eligible to earn AAA Dollars on qualified purchases (if not club code 014 or 243, please advise them that their AAA club is not participating and to call the number on the back of their AAA membership card. Provide them with a AAA Dollars brochure). 2. The customer’s AAA membership card should first be swiped or manually entered the complete 16-digit membership number through the GATE POS system to track the purchase by the member. Then accept all regular forms of payment for the purchase. NOTE: GATE cash & gift cards do not earn AAA Dollars. 3. Receipt will indicate that the member just earned AAA Dollars that will be automatically credited to their AAA member account. Common Questions: Q: Who is eligible for AAA Dollars? All active AAA members residing in FL, GA and TN are eligible to earn AAA Dollars. Members in these territories are automatically enrolled. The easiest way to spot a qualifying AAA member is to look for the 3-digit “Club Code 014 or 243” on their AAA membership card.

Q: What if a AAA member residing outside FL, GA and TN presents a AAA card - how do I handle? AAA members from outside the qualifying territory of FL, GA, and TN (AAA membership cards that are not “club code 014 or 243”) are not eligible. Please advise them that their AAA club is not participating in AAA Dollars and to call the number on the back of their AAA membership card. Provide them with a AAA Dollars brochure. Q: Do AAA members need a AAA membership card to earn AAA Dollars? Yes, for AAA members to receive their AAA Dollars, they must have their membership card swiped or manually entered the complete 16-digit membership number through the GATE POS system. Note: the AAA membership card does not act as a form of payment, members cannot pay with their AAA membership card. Q: Do AAA members need a special code/coupon to take advantage of special offers for AAA Dollars? No. Swiping AAA membership card or manually Gate Operations Manual — rev. 2014

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entering the complete 16-digit membership number will ensure that AAA Dollars are automatically credited to their AAA membership account. To view account balances, members can go to the ‘My Account’ page on AAA.com. Q: What if the AAA member’s AAA membership card is expired? Ask the member to contact AAA at the 1-800 number on their AAA card. AAA Dollars are only earned by active members. Non-members and expired members do not qualify for AAA Dollars. Q: How will AAA members know if they earned AAA Dollars on their purchase? When a AAA membership card is swiped or manually entered through the GATE POS system, a message will print on the receipt advising that they earned AAA Dollars. Members can check their ‘My Account’ on AAA.com the next day to view earned AAA Dollars.

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5-19. Western Union Be aware that Money Orders must be paid with "CASH ONLY”, and that we print Money Orders up to $500 in our locations. We do not sell money orders for more than $2,900.00. ALL MONEY ORDER PURCHASES OVER $500 WILL BE PRINTED IN SEPARATE MONEY ORDERS INCURRING A .99¢ FEE FOR EACH MONEY ORDER As Gate employee, I should exercise reasonable diligence in identifying potentially suspicious Money Order activity. The following are some examples of “Suspicious Activity”  Employee suspects that the money order transaction involves funds from illegal activity.  Transactions that are unusual for the consumer.  Customer comes in frequently to purchase money orders for less than $2,000.00 to evade record keeping or reporting requirements.  Customer offers a bribe (tip) to be able to purchase money orders for more than $2,900.00.  Two or more individuals working together, purchasing large money orders during your shift. Please inform your manager of any suspicious activity.

GATE Western Union policies and procedures:

SENDING MONEY (Up to $500 ONLY)  Money Wire Transactions plus incurring fees must be paid with “CASH ONLY”  Customer must be present. (NO MONEY TRANSFER TRANSACTIONS CAN BE DONE OVER THE PHONE)

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 Direct customers to Western Union phone station to obtain the yellow tear-pad form with all correct information prior to begin.  Never complete a “Money Send Transaction” on Western Union Machine until you collect money.  Have Customer sign receipt, associate will also sign under agent  Attach yellow tear-pad form to Western Union receipt and keep with your paperwork.  If prompted by the machine, insert the green paper. Details of the transaction will print on this page. Associate must verify information printed with the customer. If there are no errors the customer keeps this form, if errors are present the associate must go to the phone and get those errors corrected/resolved. RECEIVING MONEY (Up to $500 ONLY) Cash or Money Order MUST NEVER be issued. All Money Transfer-receive transactions will be paid with a Western Union Cash Card.  Direct the customer to call the 1-800 number on the back or the card to upload the card. (Employees should never make the call for a customer).  

 NEVER complete a Western Union transaction or reload a prepaid card based on an incoming phone call. Customer MUST be present!  NEVER complete a Western Union money transfer without collecting and verifying the money first. Collect and verify the money before beginning the ‘SEND’ process.  NEVER try correcting errors by entering new transactions.  NEVER provide any information to a caller who claims to work for GATE or Western Union. Ask them to call the Corporate Office.  A legitimate Western Union representative will NEVER ask you to enter anything in the machine. If somebody tries…HANG UP!

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Training Guidelines Western Union Money Orders  Money Orders must be paid with "CASH ONLY”  I must alert the store manager of any Money Order transaction over $2,000.00 and suspicious (See Pg.3).  We do not sell money orders for more than $2,900.00 in a single transaction.  We print Money Orders up to $500.00 in our locations and all money order purchases over $500.00 will be printed in separate money orders incurring a .99¢ fee for each money order.  We do not “cash” money orders. Western Union Money Transfers  Customer must be present and money must be collected before completing any “Send” money transaction.  Western Union Money Transfers are capped at $500.00 (Sending or Receiving).  “Receiving” money transactions will be paid with a Western Union Prepaid Cash Card. Suspicious Activity As Gate employee, I should exercise reasonable diligence in identifying potentially suspicious Money Orders or Money Transfers activity.  Wait until the customer leaves.  Write down as much information about the transaction as possible.  Get description of the customer, vehicle and situation.

TD-01/12

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GATE MONEY ORDER COMPLIANCE PROGRAM

Stores in Jacksonville:  “New Hires” will complete the Anti-money Laundering course in Orientation class.  “New Hires” must complete the “Employee Training Log” as you are conducting the New Hire Training Checklist in the store.  Always keep the “Employee Training Log” for the current year in the Money Order Compliance Book (First tab). Stores outside Jacksonville:  All “New Hires” must complete the Anti-money Laundering course and sign off the sheet titled “Anti-money Laundering Training” on their first day of employment (This form is part of the New Hire Guide which is sent back to the Training Department).  All “New Hires” must complete the “Employee Training Log” as you are conducting the New Hire Training Checklist.  Always keep the “Employee Training Log” for the current year in the Money Order Compliance Book (First tab). Annual Review for compliance:  Only Store Managers must complete AML course and obtain a passing score of 80% or higher every year.  ALL employees must receive refresher training on “Anti- Money Laundering” from the Store Managers every year.  After completing the refresher training, have all employees sign the “Employee Training Log”. You will have the employee fill in the store number, print and sign Gate Operations Manual — rev. 2014

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their name legibly, position title, who trained them and date trained. Be specific in date (i.e. 09/16/2011). Employees must repeat this process on annual basis in order for Gate to be compliant.  Territory Supervisors will review your book every year.  The Employee Training Log must be sent to the Human Resources Department by your supervisor every year. Always keep a copy of the current year in the Money Order Compliance book in the event you are audited.

TD-01/12

Pg. 2

Suspicious Activity Report

Policy:  It is Gate’s policy to take reasonable steps to identify suspicious activity in Money Order purchases exceeding $2,000.00.  It is the employee’s responsibility to immediately inform their Managers of any Money Order or Money Transfer transactions that may appear suspicious.  It is the Manager’s responsibility to complete a “Suspicious Activity Report” and send immediately to the attention of Denise Gaitanzis – Compliance Officer, by territory supervisor. (Do not send with daily paperwork).  Under no circumstances should the Associate or Manager inform the customer that a “Suspicious Activity Report” is being filed.  Blank SAR forms should be kept under the “Suspicious Activity Report” tab in your Money Order Compliance Book (Last tab).

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Examples of Suspicious Activity: 1) Multiple transactions by the same individual in the same business day, either Money Orders or Money Transfers. 2) Customer offers a bribe trying to purchase larger amounts than allowed ($2,900.00 for Money Orders and $500.00 for Money Transfers). 3) Structuring transactions to avoid the Bank Secrecy Act. 4) Transactions that are unusual for the customer and there is no reasonable explanation. 5) Altered or false identification. 6) Inconsistent information. Any other transaction involving potential criminal activity in the view of the company

RETALIX-WESTERN UNION MONEY TRANSFERS SENDING MONEY PROCEDURES

Refer customer to Western Union phone station in your store. Customer will present yellow tear-pad sheet already filled out. Verify the following:    

Customer Transaction Number Dollar amount to be sent (MUST NOT EXCEED $500.00) Fee Send box □ should be marked

Go to the Western Union Terminal and hit PRODUCT 2 from gray buttons on the left Enter your four digit code and HIT THE GREEN “ENTER” BUTTON 1 MT SEND will display on the screen, HIT THE GREEN “ENTER” BUTTON FRAUD WARNING will display on screen “NO TESTING BY PHONE” HIT THE GREEN “ENTER” BUTTON IS TRANSACTION BASED ON AN INCOMING CALL? Will display on screen

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HIT THE YELLOW “CLEAR” BUTTON FOR NO a transaction should NEVER be based on an incoming phone call. The sender should always be present. IS THE SENDER PRESENT? Will display on screen. The sender should always be present to continue HIT THE GREEN “ENTER” BUTTON FOR YES ENTER 8 DIGIT TRANSACTION NUMBER (From yellow tear-pad sheet) HIT THE GREEN “ENTER” BUTTON ENTER DOLLAR AMOUNT TO BE SENT VERIFY NAME OF SENDER? Once you verify the name HIT THE GREEN “ENTER” BUTTON FOR YES VERIFY RECEIVER NAME? Once you verify the name HIT THE GREEN “ENTER” BUTTON FOR YES “COLLECT” The dollar amount of the transfer plus fee will be displayed to collect COLLECT TOTAL AMOUNT, ENTER AMOUNT TENDERED AND HIT ENTER

WITH MONEY IN HAND, GO TO RETALIX    

Hit Store Services Select Western Union Enter total dollar amount collected (Including Fee) Make a Safe Drop

Go back to the Western Union Terminal to complete transaction. HAVE YOU COLLECTED ALL FUNDS? Will display on screen. Do not continue if you have not collected the money. HIT THE GREEN “ENTER” BUTTON FOR YES

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APROVED Will display on screen INSERT WHITE WESTERN UNION “RECEIPT PAPER” TO PRINT RECEIPT AND HAVE CUSTOMER SIGN IT. (If no need to reprint hit the yellow “CLEAR” button for “NO”) HAS CUSTOMER SIGNED RECEIPT? Will display on screen HIT THE GREEN “ENTER” BUTTON FOR YES SALES ASSOCIATE MUST SIGN RECEIPT UNDER “AGENT’S SIGNATURE” CUSTOMER WILL RECEIVE YELLOW COPY OF RECEIPT

STAPLE YELLOW TEAR-PAD SHEET TO WESTERN UNION RECEIPT AND KEEP FOR YOUR RECORDS.

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5-20. JEA Bill Pay w/ Western Union BILL PAY, just like all other Western Union Transactions is CASH ONLY!

Direct customers to the Western Union phone station in your store and instruct them to select choice # 1 (Send money) In most cases, customers will follow the automated prompts by entering their personal information. If assisted by a Western Union representative, customer will provide all personal information after indicating that they are paying their JEA bill Once the process is complete, the customer will be instructed to write down the dollar amount and transaction number given by Western Union on the yellow tear-pad sheet, available in the WU phone station Customer will present this yellow tear-pad sheet to GATE employee already filled out. Verify the following:  

Customer Transaction Number Dollar amount of payment (NO FEE will be applied to Bill Pay transactions) Go to the Western Union Terminal and hit PRODUCT 2 from gray buttons on the left

Enter your four digit code and HIT THE GREEN “ENTER” BUTTON 1 MT SEND will display on the screen, HIT THE GREEN “ENTER” BUTTON FRAUD WARNING will display on screen “NO TESTING BY PHONE” HIT THE GREEN “ENTER” BUTTON IS TRANSACTION BASED ON AN INCOMING CALL? Will display on screen HIT THE YELLOW “CLEAR” BUTTON FOR NO A transaction should NEVER be based on an incoming

phone call. The sender should always be present. IS THE SENDER PRESENT? Will display on screen. The sender MUST always be present to

continue. STOP if this is an incoming call!!! HIT THE GREEN “ENTER” BUTTON FOR YES ENTER 8 DIGIT TRANSACTION NUMBER (From yellow tear-pad sheet) HIT THE GREEN “ENTER” BUTTON ENTER DOLLAR AMOUNT TO BE PAID

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Point Of Sale Terminal VERIFY NAME OF SENDER? Once you verify the name HIT THE GREEN “ENTER” BUTTON FOR YES VERIFY RECEIVER NAME? Once you verify the name HIT THE GREEN “ENTER” BUTTON FOR YES “COLLECT” The dollar amount will be displayed to collect COLLECT TOTAL AMOUNT, ENTER AMOUNT TENDERED AND HIT ENTER WITH MONEY IN HAND, GO TO RETALIX

 Hit Store Services  Select Western Union  Enter total dollar amount collected (Count and verify money) and complete transaction  Make a safe drop Go back to the Western Union Terminal to complete transaction. HAVE YOU COLLECTED ALL FUNDS? Will display on screen. Do not continue if you have not

collected the money. NEVER HIT YES UNTIL YOU COLLECT AND VERIFY MONEY! HIT THE GREEN “ENTER” BUTTON FOR YES APROVED Will display on screen INSERT WHITE WESTERN UNION “RECEIPT PAPER” TO PRINT RECEIPT AND HAVE CUSTOMER SIGN IT. (If no need to reprint hit the yellow “CLEAR” button for “NO”) Make sure the MTCN # IS PRINTED (TOP

LEFT) HAS CUSTOMER SIGNED RECEIPT? Will display on screen HIT THE GREEN “ENTER” BUTTON FOR YES SALES ASSOCIATE MUST SIGN RECEIPT UNDER “AGENT’S SIGNATURE” AND VERIFY THE MTCN NUMBER

ON LEFT TOP CORNER OF RECEIPT, EXAMPLE:

This is the confirmation number

CUSTOMER WILL RECEIVE YELLOW COPY OF RECEIPT

STAPLE YELLOW TEAR-PAD SHEET TO WESTERN UNION RECEIPT AND KEEP FOR YOUR RECORDS.

WARNING: A legitimate Western Union representative will NEVER ask you to enter anything in the machine. If somebody tries over the phone…HANG UP!

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5-21. Shift Sales Analysis The Shift Sales Analysis will be processed every day after the day has been closed.  The store manager will review each days Shift Sales Analysis to eliminate the potential for a problem to compound over several days  All over / short variances should be researched and resolved  Cash shortages should be investigated daily to ensure cash shrink is not an issue and there is a valid explanation for the variance If a discrepancy occurs look for these potential reasons.  Cash variances  Verify cash is accurately counted  Verify all voids and mis-rings are processed correctly with receipts and explanations from cashier  Verify all voids and mis-rings are processed correctly with receipts and explanations from cashier  No sale rings should be limited and have a cash drop transaction as the next transaction

Shift Sales Analysis will be after the day has been closed. On audit days, the process may be delayed.

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CHAPTER

6-1.

Store Operations and Maintenance General Maintenance Tips Using the Quick Reference Maintenance Chart  When equipment fails to operate properly:  Check the chart for recommended maintenance procedure(s).  Follow recommended procedure(s). are not recommended.

Do not perform procedures that

 If the problem persists, call your supervisor.  Provide specific information about the problem.  If the equipment causing the problem is not listed on the Quick Reference Maintenance Chart:  check switch(es) on equipment.  check plug and receptacle.  check circuit breaker.  -consult appropriate operation manual.  -if the problem persists, call your supervisor. You will need to maintain a list of phone numbers for your manager and supervisor. General Maintenance Tips Gate Operations Manual — rev. 2014

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Front Doors  • Report sticking or dragging doors to your manager or supervisor. Outside Premises  Report broken pavement or holes in the asphalt to your manager or supervisor.  Keep trash, broken glass and other debris cleaned up.  Sweep the parking lot at least once each day.  Where required, maintain landscaping (shrubs, trees, greenbelts, etc.). Floors  If the floor requires wax, strip old wax and re-wax floors regularly to avoid wax build-up.  Sweep and dry mop floors frequently.  Wipe spills and spots immediately.  Use proper cleaning agents as required by floor type. Shelves  Always wipe or wash shelves when restocking.  Occasionally, remove merchandise, wash or wipe dry shelves, and replace merchandise.  Dust merchandise regularly. Fixtures  Wipe fronts with a damp cloth.  Clean kickplates regularly. Counter Tops  Make them shine. Wax is permitted.  Wipe regularly.  Follow sanitation procedure(s) for food preparation counters. Lighting Gate Operations Manual — rev. 2014

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 Clean fluorescent tubes and fixtures regularly with a damp cloth.  Replace flickering fluorescent tubes quickly to prevent more expensive damage to the ballast. Fixture Drains  Schedule the cleaning of fixture drains.  Remove any debris.  Flush with hot water until water drains freely.  Avoid strong, caustic cleaners.  If the drain is plugged and the fixture freezes, call your supervisor. Air Vents (freezers, air conditioner units/compressors)  Schedule cleaning of the air vents.  Keep air vents clear of lint, dust and debris.  Change or clean filters. Lubrication  If not performed by outside repair persons, regularly apply light oil to door hinges, mop bucket wheels and shopping cart wheels (if applicable). Use dry graphite lubricant in door locks.  As applicable, lubricate other equipment. Power Failures  Leave circuit breaker for lights in the ON position.  Turn circuit breakers for equipment OFF. After Power Comes Back On  Turn circuit breakers on one at a time.  Inform your supervisor of the power failure.

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6-2.

Conserving Energy This procedure includes some basic energy conservation methods. These relatively simple to use methods can substantially reduce utility expenses. Refrigeration  Place an easy to read thermometer in each refrigerated case.  Compare the case temperature with the recommended temperature on the Quick Reference Maintenance Chart for that type of case.  Frequently check each self-closing vault door for proper closure. Report malfunctioning doors so they can be repaired. Electrical Units  Maintain electrical cords in good condition. cords so they can be repaired.

Report any damaged

 Report malfunctioning switches, circuit breakers or unit motors for repair.  Do not use extension cords unless approved by your supervisor. Plumbing  Report any water leaks so they can be repaired. Lighting  Turn lights in backroom and restroom(s) off when not in use.  Turn outside lights (mansard, pole sign, dock, flood lights, etc.) off during daylight hours.  Report burned-out bulbs immediately so they can be replaced.  Use energy-saving bulbs.  Keep lighting for the sales floor on night and day. Heating-Ventilation-Air Conditioning (HVAC)  Keep clean filters in HVAC.  Maintain the proper in-store temperature to protect perishable and low melting-point merchandise. Gate Operations Manual — rev. 2014

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 DO NOT ADJUST THERMOSTAT if temperature fluctuates outside thermostat setting. Instead, report it for repair.  Keep Accustat (tamper resistant thermostat) in the ON position (not the AUTOMATIC position).  Keep return air grills and air outlet registers (grills) clean. Doors  Keep front door closed.  Report malfunctioning front doors.  Report malfunctioning upright refrigeration doors.

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6-3.

Housekeeping This procedure includes typical store requirements. There may be additional local requirements. Floors Use the “Slippery When Wet” sign whenever the floor is wet.  Daily Care  Sweep and mop during each shift and more often if needed.  For waxed floors, mop only with a clean mop, warm water and floor cleaner.  After each use, wash the mop in the mop sink or utility sink with detergent and water until the water runs clean.  DO NOT EMPTY MOP BUCKET IN TO THE UTILITY SINK. Use the mop sink or drain.  Clean the mop and utility sinks thoroughly after washing the mop and/or emptying the mop bucket.  Monthly (or more often as needed) Waxing the floor (only for floors that require waxing). If the floor does not need stripping, use the following procedure to clean and wax:  sweep the floor clean of dust and dirt.  mop with a damp mop.  scrub lightly with a stiff bristle brush to remove marks. To remove difficult heal marks, scrub gently with a soapy steel-wool pad such as S.O.S. or Brillo.  damp mop twice with warm water to remove any soap or cleaning solution from the floor. Change water frequently to keep it clean.  after the floor is clean and dry, apply a thin coat of floor finishing wax with a string mop, a special wax applicator or a sprayer.

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 apply wax lightly along the edges (four inches) and corners. (If re-waxing without stripping, do not apply wax in these areas.) Pay close attention to heavy traffic area in isles.  Stripping wax from the floor. If the floor needs stripping (usually after the second or third waxing), use the following procedure (Do not strip wax on a rainy or snowy day):  sweep the floor clean of dust and dirt.  prepare the stripping solution according to instructions on the container.  apply the stripping solution with a string mop.  wait approximately five minutes while the stripping solution penetrates the floor wax. Do not allow the stripping solution to dry on the floor.  brush the entire floor with a stiff bristle brush until the wax and sealer are removed.  clean the edges and hard to clean spots with a nylon scouring pad. Scrub heavy heal marks gently with S.O.S. or Brillo pads.  wet mop the floor with a clean mop and water until the dirty solution is thoroughly removed. Keep the mop and water clean.  after the floor is dry, apply sealer, if available.  allow the first coat of sealer to dry.  apply a second thin coat of sealer and allow it to dry.  apply a thin coat of floor wax. Apply very lightly along edges and in corners (see waxing above). Allow the wax to dry.  apply a second thin coat of floor wax to heavy traffic area in aisles. Allow to dry. Wall and Gondola Shelves  Daily Care  Dust as necessary.

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 Face merchandise according to division standards.  Monthly Care (or more often as needed)  Remove merchandise from one shelf, clean the shelf with water and detergent and dry it.  Replace merchandise according to current shelf lay-out for store.  Repeat cleaning one shelf at a time until all shelves are clean. Windows  Daily Care  Clean front door glass at least once, more often if needed. As Often As Needed (every two or three days or weekly)  Scrub the front window with a brush and suitable window cleaning solution.  Use a squeegee to remove the cleaning solution from the window. Wipe the squeegee frequently. Restrooms  Daily Care (more often if needed)  Sanitize hand sinks and toilet bowls with a suitable sanitizer.  Mop floors.  Empty trash cans.  Make sure the restroom is properly lighted.  Make sure the toilets are in good working condition. As Often As Needed  Clean hand sinks and toilet bowls with a disinfectant cleaner.  Ensure that hand towels, soap and bathroom tissue are available in each restroom.  Make sure towel dispensers and tissue rollers work properly.  Deodorize. Driveway and Dock (Apron) Gate Operations Manual — rev. 2014

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 Daily Care  Sweep and pick up loose trash as needed.  Empty trash receptacles as needed.  Keep dumpster lid closed except when dumping trash.  Report potholes immediately so they can be repaired.  Use Oil Dry on all oil spots daily.  Clean spills immediately.  Weekly Care (or more often as needed)  Wash the driveway and dock with a hose.  Use a suitable driveway cleaner and scrub brush to remove grease and dirt as needed. (Gum is best removed with a scraper.)

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6-4.

Store Signs and Lights All circuit breaker switches should be labeled to simplify lighting control. If this has not been done at your store, discuss it with the store manager and supervisor. Operating Store Signs (Store staff do not operate store signs if the signs are on a timer or a photocell.)  Daylight hours - Turn all signs OFF during daylight hours unless weather conditions dictate their use.  Nighttime hours - Turn all signs ON at least a half hour before sunset. Maintaining Store Signs  Daily inspect all signs, such as the pole sign, the mansard sign, etc.  If problem persists, report the sign(s) for repair. Operating Inside Lights  Keep all sales floor lights, displays lights, freezer and vault door lights, etc. ON when the store is open for business.  Turn lights in backroom, inside the vault (walk-in-cooler) and in restrooms OFF when not in use.  Follow the local policy for use of lighting when the store is closed. Operating Outside Lights (Store staff do not operate outside lights if they are operated by a timer or a photocell.)  Turn lights OFF a half hour after sunrise unless they are needed due to bad weather. Turn them off when the weather clears.  Turn lights ON a half hour before sunset. Maintaining the Lights  Regularly dust and clean light bulbs and fixtures.  Replace burned out bulbs immediately. Maintaining Fluorescent Lights

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 Replace both burned out fluorescent tubes per ballast at the same time WHEN:  -tube(s) flicker or blink.  -the fixture hums.  -the end of tube blackens.  If the lower part of the tube turns gray (feathers), twist the tube one-half turn. This should eliminate the gray.  If tubes burn out frequently, report the light for repair. (This may indicate improper voltage on the ballast.)  Do not mix different types of fluorescent tubes in fixtures. Either use all cool white bulbs or all day light bulbs.

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6-5.

Freezing Weather Whenever there is a freeze warning in the area of your store, it is recommended that stores with well and water pump operations, exterior canopy hose bibs or hose reels (truck stops) be notified of this possible threat. Please instruct personnel to turn lights “on” in pump houses or run water from hose bibs and hose reels to a grassy area to prevent ice build-up. It will be necessary to circulate only a minimum amount of water. All stores with wells should leave water running at the farthest point from the well. This water should not be left running on concrete as this could create a safety hazard.  Leave the light on in the pump house.  Shut the faucet valves off and drain all hoses.  Make sure that all Kerosene fill caps are locked. Test heaters now. Make sure that they are operating properly. The first time you turn on the heater there will be a burning odor. This is normal — the dust on the coil is burning off.

However, call 904-448-2946 with any concerns.

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CHAPTER

7. 7-1.

Equipment Cleaning and Maintenance Walk-In Cooler (Vault) Sales are dependent upon the walk-in cooler operating both efficiently and constantly. Keep it clean and organized. Each Shift  Check the temperature frequently. It should be 33° to 38° F (0.5° to 3.5° C).  If the temperature is not correct:  check the fan switch. It should ALWAYS be ON.  check air flow through the coils. Air should be blowing out.  make sure evaporator coils and fan grills are clear of ice, lint and debris.  make sure the main door and display door(s) are closed properly.  check the circuit breaker for the refrigeration unit. Make corrections as needed. If the problem persists, report for repair IMMEDIATELY. Call your store manager and/or supervisor. Each Day  Clean the glass windows with proper window cleaner.  Clean spills and/or broken glass immediately.  Sweep and mop the floor.

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 Replace burned out fluorescent tubes. Each Month  Scrub the floor, walls, racks, shelves and window ledges with a solution of half water/half all-purpose cleaner. This can be accomplished with a progressive check-list. For example: scrub the floor one day, the walls the next day, etc., until the list is complete.  Sanitize and deodorize with an appropriate disinfectant. -apply the disinfectant with a sprayer. -scrub with a cloth or brush. -wipe dry with clean cloth or paper towels.

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7-2.

Coffee Machines  Do not sell stale coffee.  Brew new coffee if it is over one hour old.  DO NOT place an empty decanter on a hot burner.

To Brew Fresh Coffee  Remove the brew basket.  Place a new filter in the brew basket.  Place coffee into the filter. If you use:

Then:

Coffee from a grinder.

1. 2. 3.

Coffee from packets.

Place brew basket under coffee grinder dispensing area. Press button for either regular or decaffeinated coffee. Wait for ground coffee to dispense.

Place one packet of ground coffee into brew basket.

 Slide the brew basket into the head of the coffee maker.  Place a clean, empty decanter under the brew basket.  Make sure the switch is ON. Gate Operations Manual — rev. 2014

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 Locate the start switch and press it DOWN.  When the coffee stops dripping, move the decanter to another burner.  Remove the brew basket, discard the filter and grounds, rinse the brew basket and replace the funnel in the head of the coffee machine or repeat the above steps. Maintaining the Coffee Machine Certain parts of the coffee machine are HOT. BE CAREFUL!!! After brewing coffee, wipe all surfaces with a damp cloth.  Daily  Clean the spray head.  remove the spray head.  clean the head and make sure the holes are clear.  wipe around the opening and replace the head.  Wipe all warmers with a damp cloth. BE CAREFUL!  Wash the brew basket and decanters in hot water with detergent. Rinse and wipe.  Weekly or More Often NOTE: In areas with hard water, the air and water tubes should be cleaned daily.  Clean water and air tubes:  remove the spray head.  insert the spring probe all the way through the water tube into the water tank.  “saw” up and down five or six times.  repeat the same steps for the air tube.  clean and replace the spray head.  Remove and clean the brew basket.

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 If the coffee machine does not work, make sure:  the cord is plugged into the power.  the switch is ON.  the circuit breaker is ON.  the water is on. If not, correct the problem.  If the problem persists, refer to the operation manual for your machine. If you cannot correct the problem, report the machine for repair. Troubleshooting BUNN AND NEWCO COFFEE MACHINES PROBLEM

POSSIBLE SOLUTION

Water is coming out warm or cold. Indicator light is on and burner is working (R135 ONLY).

Make sure the power cord is plugged in all the way. This is a 220 volt coffee maker. Check to see if one leg to circuit breaker is tripped. If there is proper voltage to the unit, then either the limit switch, the element or the breaker is bad.

Same symptom (STF-15 or Newco).

Check the three parts listed above. Call for service.

Water not coming out after the brew switch is pushed (R135).

Water may be trapped in fill basins, holding floats up. Insert the de-liming spring through both vent and dispense hole. On the newer R135, remove the top cover and check for water inside cup of float on the left. If there is water there, remove it so the float can return to its normal position. This problem may indicate a defective float or start relay switch or that water may not be getting to the coffee maker.

Water is not coming out after the switch is pushed (STF-15 or Newco).

Remove the top and see if water is coming out of the fill arm. Check to see if fill tube is corroded around tip and preventing the water from coming out. Check to see if water is getting past the in-line flow restrictor. If not, replace it. If on a filter system, check your filters.

Pot not filling to proper level, shorting pot (STF-15 or Newco).

Water pressure has dropped. Filters may be clogged. Replace and adjust timer to compensate.

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7-3.

Coffee Grinder Please refer to your Model 225 Grindmaster Coffee Grinder operation and instruction manual for further instruction. How to Operate 1. Fill the right side of the hopper with regular whole bean coffee. 2. Fill the left side of the hopper with decaffeinated whole bean coffee. 3. Place the brew basket with coffee filter on rails. 4. Choose the type of coffee you wish to grind, using the rocker selection switch on the front of the grinder. 5. Push the start button on the side of the grinder. 6. When the grinder stops, remove the brew basket. Cleaning Instructions The outside of the machine can be cleaned with a damp cloth or common household polishing wax. Troubleshooting PROBLEM

POSSIBLE SOLUTION

Grinder will not start.

Machine is not plugged in outlet properly or the circuit breaker has tripped.

Grinder runs or hums but no coffee is dispensed.

Call your supervisor.

Excessive amount of chaff flying about.

Call your supervisor.

Quantity of coffee dispensed each throw is not the same.

Call your supervisor.

Shutter will not close completely.

With machine unplugged, clean shutter opening and shutter guides. Use caution when cleaning shutters. They may close suddenly when the obstruction is removed.

Shutter will not operate.

Call your supervisor.

Circuit breaker continuously trips.

Plug the unit directly into the outlet. Do not use an extension cord. Designate a single line for the grinder. Do not overload the line.

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7-4.

The Fountain Drinks Soft drink sales are one area in which consistent quality translates directly into repeat business and profit growth. It is important to maintain and control our fountain drink units properly. Efforts in this area earn immediate rewards. Keep your system working the way it should, and it will help you build business for years to come.  Listen to your customers. Most people know how their drink of choice should taste. If it varies, let your manager or supervisor know, so they can correct any problems. Cleaning Procedures The dispenser should be cleaned on a regular schedule so that it looks good and works properly.  Daily  Clean the external cabinet with a mild soap and water solution. Towel dry.  Pour warm water over the cup rest and down the drip pan drain. Wipe downthe inside walls of the drip pan with warm water. DO NOT USE drain cleaners, ammonia or bleach.  Remove the nozzles and diffusers from the dispensing valves and clean them in warm water with a small brush. Rinse them with clean, warm, drinkable water and reinstall them on the valves. DO NOT USE bleach or ammonia.  Weekly or After Every Empty Syrup Container Remove the quick disconnect syrup line from the empty bag in box (BIB) container and soak the connectors in warm water for two to three minutes. Rinse the connectors completely in warm, drinkable water and connect them to a full BIB.  Monthly Clean the inside of the ice bins. Wash down the inside walls and the aluminum surface of the cold plate with warm water and a soft clean cloth. Rinse completely with clean, warm water. Brix all fountain machines to ensure consistent product taste and proper syrup mix ratios.

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How to Change a Bag in Box 1. Unscrew the connector and remove the empty box. 2. Open the flap on the new box. DO NOT USE A SHARP INSTRUMENT. 3. Pull the bag connector from the box and remove the dust cap. 4. Rinse the connector in warm water. 5. Screw the connector into the BIB connector. is fully engaged.

Make sure the connector

6. Operate the valve to restore the flow. CO2 Safety Precautions  CO2 cylinders must be stored and used in the upright position at all times. NEVER lay a cylinder flat on the floor or any other surface. The valve could become damaged, causing the gas to escape without control.  Because CO2 gas “takes over” oxygen, CO2 cylinders should be placed in a well-ventilated area.  Because CO2 cylinders have 700 to 1200 pounds-per-square-inch (psi) of stored pressure, they should be secured to a wall with a chain or brackets. This also applies to backup CO2 cylinders. The chain should be placed 1/3 of the way down from the top of the cylinder.  CO2 cylinders must be stored at room temperature to prevent excessive pressure buildup. Changing an Empty CO2 Cylinder Change the CO2 cylinder when the reading on the 0-2,000 psi gauge is in the “red pie” section, which indicates the tank is empty. 1. Turn the valve completely to the right to close the tank. 2. Slowly turn the large nut to the left using a CO2 wrench or a box-end wrench only. Wait for the pressure to escape. 3. Remove the nut from the tank, leaving the regulator or hose attached. 4. Unchain or remove the brackets from the tank and move it to a storage area. Re-chain and cap all empty CO2 cylinders. Place the new tank in position and secure it with the chain or brackets.

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5. Check the tank connection for damage or debris. 6. Check the sealing O-ring inside the large nut or replace the sealing washer. 7. Open the tank valve slightly to clear out any debris. 8. Return the large nut, fitted with the O-ring or sealing washer, to the tank. Tighten the nut with the wrench. 9. Turn the valve completely to the left to open the tank. Open slowly to avoid rupturing lines or connections. 10. Listen for any air leaks. If you detect a leak, repeat the steps above. 11. Attach a tag listing the date the cylinder was installed to the cylinder to monitor the rate of use. Troubleshooting Remcor and Servend Fountain Systems PROBLEM

POSSIBLE SOLUTION

Flavors do not taste normal.

Brix dispensing valves.

Product tastes flat.

Make sure ice is in bin. Check CO2 pressure.

Only syrup coming out of dispensing valve.

Check carbonator to make sure it is plugged in. If it is, it should run properly. Make sure water is getting to the carbonator tank. Lift up the relief valve on tank. If no water is present, check source to carbonator. If this is the problem, unplug the machine to prevent damage to the procon pump.

CO2 leaks.

If the leak cannot be isolated, then you will have to shut down the system. First unplug the carbonator. Locate the bulk CO2 tank. There will be a hose coming out of the top of he tank going to a set of gauges. Trace this hose back to the tank to locate the shut-off valve. Turn the valve to the off position until the leak is repaired.

CO2 leaks at the BIB pump.

Call the Coke USA number.

CO2 leaks at dispensing valve.

Call the Coke USA number.

Ice is not dispensing from the unit.

Check to see if there is ice in the bin or if the ice chute is blocked. It is possible that the dispensing switch, motor or gate arm linkage is bad.

Drain not draining.

Make sure the drain line is not kinked. Try blowing with a straw or other object into the drain to clear it. Do not put any drain cleaners down the drain line. They may cause more damage.

Water leaking from bottom of machine, especially at the corners (Remco only).

Call your supervisor.

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PROBLEM

POSSIBLE SOLUTION

(Same as above) Both units.

There may be a hole or puncture in the ice bin. Check for a hole in drain tray. The drain line may be disconnected.

IMPORTANT â&#x20AC;&#x201D; If you are on a filter system and the carbonator is running more than normal or sounds louder than normal, please have the water filters changed. This will preserve the carbonator, which is the backbone of your system. Troubleshooting Servend Ice Dispenser PROBLEM

POSSIBLE SOLUTION

Ice does not dispense.

Check electrical connection.

Old ice refrozen into clumps of ice.

Remove the ice from the dispenser or pour hot water over the ice.

No ice in bin.

Fill dispenser with ice or check ice machine operation.

Excessive clustering of ice.

Break ice clusters before manually filling machine.

Thumping noises or irregular sounds.

Remove clusters of shaved ice from bin.

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7-5.

The Icee Machine  Every Morning  Check the syrup containers in the syrup drawer. Make sure they are full (if the ICEE dispenser runs out of syrup, the dispenser will stop refrigerating).  Make sure you have an ample supply of all other ICEE products, including all sizes of cups and dome lids as well as straws.  Check the CO2 tank (change the tank if the indicator arrow is in the red area).  Pour hot water down the front into the drip tray.  Make sure the water supply is ON.  Make sure the electrical supply is ON.  Turn the master switch ON. The freezing chambers will automatically defrost one side at a time during daily operation. Note: This means that you have at least one of the two ICEE flavors for sale at all times. If the dispenser is in defrost during peak hours, you can bypass defrost by turning the defrost time knob clockwise. That side will refreeze in about five minutes.  Place a dome lid on the cup before filling. Open the faucet slowly and allow the product to fill the cup and dome lid completely.  DO NOT serve an ICEE when the red “defrost” light is on.  At Closing  Turn the master switch OFF.  Wipe all exterior surfaces of the dispenser, including the syrup drawer and illuminated cup, with a damp cloth. DO NOT use spray bottles, sponges or excess water.

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ICEE Lights and Switches

Troubleshooting Your ICEE Machine  If the product is dark, wet and heavy:  check the CO2 tank. Change the tank if the arrow on the left hand gauge is in the red. DO NOT adjust the right hand gauge pressure. This is set by your ICEE service sales representative.  If the product is warm, not frozen:  make sure the dispenser is not in defrost.  check and make sure the out-of-syrup light is not on. If it is, replace the syrup container and push the syrup refill switch. If the syrup light does not go off, drain some of the product from the chamber and again push the refill switch. The out-of-syrup light should then go off and the dispenser should refreeze.  make sure the water supply is turned on.  make sure the electricity is on. (Check the power plug and breakers.)  If the product coming from one chamber is spitting and hard:  try defrosting that chamber to see if that will solve the problem. If none of the above corrects the problem, call your local ICEE service sales representative. The telephone number is located on the National ICEE Corporation service check list, which can be found on the front of the ICEE dispenser.

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7-6.

Roller Grill Cleaning and Maintenance:  When shutting down the roller grill, discard any product that may be remaining on the grill.  First, slide out the drip pan and clean with hot, soapy water. Allow pan to dry and replace.  Scrape, wash, rinse, sanitize, and air dry each of the grill area utensils.  Clean each roller with roller brush and grill cleaner, starting at the end of each roller and moving toward the center.  Only use cold or carbonated water to clean the rollers.  Then, clean sneeze guard with warm, soapy water, and dry with a damp cloth. Do not use abrasive cleaners on the sneeze guard. Using these products will result in scratches on the area.  Finally, wipe down sides of roller grill and serving area around the grill.

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7-7.

Bun Drawer and Warmer Cleaning and Maintenance:  Wipe out any crumbs or food particles that are in the bun drawer or warmer.  Remove the insert rack.  Wash, rinse, and sanitize insert rack and interior drawer.  Wipe down outside of unit.  Reassemble bun drawer/warmer.

7-8.

The Microwave Oven CAUTION: NEVER place metal or foil in a microwave oven. Preparing Food in Microwave Oven 1. Open and remove the food product wrapper or follow the instructions on the food wrapper. 2. Open the microwave door, place the product in the center of the oven and close the door. 3. Push the selector button or set the timer according to wrapper instructions. 4. Remove the product when the buzzer or bell sounds. 5. Close the microwave door. Maintaining Microwave Oven CAUTION: DO NOT use a harsh scouring pad, knife, etc., to clean the oven.  As Needed  Wipe spills as they occur.  Wipe food and grease that splatter in the oven during cooking.  To remove food and grease that cannot be wiped:  lay a wet cloth or several layers of paper towel flat on the bottom of the oven.

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 heat the oven at full power for 2-3 minutes. Make sure the cloth or paper does not dry out and burn.  repeat wetting and heating the cloth or paper until the encrusted food can be wiped out.  Daily Care  Wipe the interior of the oven with a cloth or sponge and a mild detergent solution. Clean the bottom, sides and inside top of the oven compartment.  Rinse the sponge or cloth and wipe the oven to remove the detergent.  Dry the oven with a clean cloth.  Weekly  Clean the air intake filter.  remove the filter located in the slot beneath the oven door.  wash the filter with hot, soapy water.  rinse soap from the filter and shake out excess water.  replace the filter in the slot with the plastic tab (handle) down.  Check the surface of the door seal plate for scratches or dents. If scratches or dents are found, take the oven out of service until it is repaired. Report oven for repair.  Keep soil and cleaner residue from accumulating on sealing surfaces.  DO NOT operate the oven if:

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7-9.

Fast Food and Frozen Food Freezers A thermometer should be kept in each freezer. If there is not a thermometer in each freezer, discuss it with your store manager and/or supervisor. Each Shift  Check the temperature:  freezers should be 0° to -10° F (-18° to -23° C).  ice cream cabinet(s) should be -10° to -20° F (-23° to -29° C).  If the temperature is above normal, make sure:  the equipment is plugged into the power supply.  the circuit breaker is ON.  the freezer is properly defrosted. If not, correct these situations and monitor the temperature.  If the problem persists, report it immediately for repair and call your store manager and/or supervisor. Follow instructions for transferring merchandise to another operating freezer. NOTE: Ice cream will not stay frozen long in a frozen food freezer. Each Day  Check the thermometer for proper temperature.  Check sliding glass doors in “flat bed” (coffin) freezers.  Report broken or malfunctioning doors for repair.  check doors in up-right cabinets. Report malfunctioning doors or broken seals for repair.  Check lights in freezer cabinets. Report burned out lights for repair.  Check fans in up-right cabinets.  Make sure fans in cabinets, except sandwich cabinets, turn off when the door is open.

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CAUTION: Damp cloths will stick (freeze) to the inside of the cabinet. Clean the inside of the freezer when it is defrosting. If you must clean the freezer while it is operating, use rubbing alcohol. Each Week  Check for ice build-up inside freezers.  Defrost and remove the ice build-up as needed. Clean the walls of the cabinets with a proper cleaner.  transfer merchandise to another cabinet.  turn cabinet power switch to OFF.  allow time for ice build-up to thaw and loosen from the wall and floor of the cabinet.  remove ice and wipe the cabinet dry. Clean smudges with proper mild cleaner.  turn power to ON.  allow time for the cabinet to reach the proper temperature.  restock merchandise.

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7-10. Vacuum Cleaner and Car Wash Maintenance Maintaining Vacuum Cleaner  If the vacuum cleaner will not operate, check the circuit breaker.  Check to see if the hose is clear of debris.  Call your supervisor if the vacuum cleaner still fails to operate. Daily Care  Clean the collection bag daily.  Remove coins from the coin box daily. Count and record on the daily report. Maintaining Car Wash  If the car wash fails to operate, check the circuit breaker.  If the problem still persists, call your supervisor. Daily Care  Pick up all loose debris and trash inside the car wash.  Hose it down daily. Monthly Care  Pressure wash the inside of the car wash.

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7-11. Car Wash Console GATE Petroleum operates many different types of car washes and uses a variety of pricing structures for each one. Please ask your manager or supervisor for details relating to your location. One common theme among all our car washes is that we view it as a service to our customers. Follow our DO IT! MAKE IT! KEEP IT! philosophy when dealing with problems concerning your car wash. Car Wash Console Each car wash console and the keys related to that console may vary by location. However the basis of all consoles are similar. The following examples will help you operate your console. The Key Pad

 Key Numbers 1 - 10 (Wash function keys): The top three rows of the keypad contain 12 keys. Ten of these keys (illustrated above as 1 through 10) have a numbered label. Keys 11 and 12 do not have a label on them. These keys are used when the unit is in a mode that requires the operator to enter a number to receive information on a code or transact a wash.  CAW III Reset Key (Key 13): This key should not be used unless authorized by your supervisor.  Discount 1 Key (Key 14): Gate Operations Manual — rev. 2014

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This key is used at the manager’s discretion as a promotion key for special discounts for customers. An example of a discount might be giving a free car wash with any purchase or when a specific amount of gas is purchased. This key is used in conjunction with the wash function keys.  Discount 2 Key (Key 15): This key serves as a second discount key and is used the same way the Discount 1 key is used. Refer to the Discount 1 key for description.  Mode/Select Key (Key 16): This key is used in conjunction with shift changes, for record keeping and when requesting information that may be required.  Clear Key: This key is used when the wrong key is pressed. This key must be used to clear the system in order to continue with the program or function desired.  Cash Sale or Enter Key: This key serves two functions. As the Cash Sale key, it is the last key that must be pressed when processing a wash ticket as a cash sale. As the Enter key, it is the last key pressed to program a wash function entered into the system.  Credit Sale or Arrow Key (Arrow Facing Left): This key is used in two situations. It can be used as a Credit Sale key, replacing the Cash Sale key, when credit (such as a credit card) is used to pay for a car wash. It can also be used in conjunction with the Mode/Select key to function as an Arrow key, which will cause various function messages to appear on the LCD.  Fleet or Arrow Key (Arrow Facing Right): This key is used to transact a sale of a specific wash programmed as a fleet wash or as an Arrow key. When the Arrow key is used in conjunction with the Mode/Select key, it causes various function messages to appear on the LCD. Liquid Crystal Display (LCD) The LCD or display presents messages pertaining to the unit’s operation. The LCD has two lines. Each line has a total of 24 usable locations for input or output of letter or number characters.

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NOTE: The adjustment knob located just above the On/Off switch on the back of the control unit allows the attendant to adjust the clarity of letters and numbers on the display. Light Emitting Diode (LED) These four multi-colored lights are located in a row just below the display. The lights indicate which function is in process. This allows the attendant to observe what is happening in the wash area. Manager Key Slot The manager key slot gives the manager access to privileged information, such as totals of washes given and cost factors. It also enables program changes. Ticket Dispenser The ticket dispenser, located directly above the keypad of the control unit, dispenses customer tickets and other information that the system provides. Car Wash Operation The following example illustrates a typical entry procedure for normal operation of the control unit when transacting the sale of a single pass wash or a double pass wash with an added option. In this example, the manager programs the cost of the car wash into the unit.  The customer requests a single pass wash.  The attendant presses the Single Pass Wash key (Key No. 1).  The red light (LED) for this key will come on. This shows the unit is set for a single pass wash. As shown below, the first line of the LCD presents a message indicating the wash function selected and its cost. The second line shows the total price of the wash. Line 1: Single Pass Wash $2.00 Line 2: Total Price: $2.00 If the customer decides he or she would rather have a double pass wash, the attendant would then press the Clear key, then the Double Pass Wash key (Key No. 2). The LCD will display the following message:

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Line 1: Double Pass Wash Line 2: Total Wash $4.00

$4.00

NOTE: If the Clear key is not pressed before the No. 2 key is pressed, the control unit will beep and the display will read “Invalid key try again.”  Confirm the type of wash the customer wants.  If payment is in cash, press the key labeled Cash Sale. If payment is by credit (credit card, etc.), press the key labeled Credit Sales.  The LCD will continue to display the message that indicates the type and total of the wash. A ticket will print listing a random five-digit code number. The ticket will also list other information pertaining to the wash requested. (See examples of tickets for single and double pass washes.) After the ticket is printed, the display will return to its original message, indicating the business name, day, date and time.  Upon receiving the ticket, the customer may then obtain a car wash by keying the code number on the ticket into the keypad on the coin box. Immediate use of this ticket is not always required. The length of time the code number is valid is determined by the manager. The control unit can be programmed to allow a code number to be valid for up to 30 days. The date the ticket is “Good Through” is shown on the ticket. Do not confuse this good through date with the date the ticket was printed, which also appears on the ticket. Ticket Examples

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Single Pass Wash $2.00 Total Price: $2.00 Your 5-digit code is:

Double Pass Wash $4.00 Total Price: $4.00

38722

Your 5-digit code is:

Enter code, then add $2.00 for: Double Pass Wash *********************** RYKO VEHICLE WASH Address City, State, Zip Phone Number

76697

HAVE A GREAT DAY!!! THR 08/23/94 11:19 AM >CODE VALID ONLY ONCE< Good through THR 08/30/93

********************** RYKO VEHICLE WASH Address City, State, Zip Code Phone Number HAVE A GREAT DAY!!! THR 02/03/93 11:20 AM >CODE VALID ONLY ONCE< (Good through THR 02/10/93)

Maintaining the Car Wash Console The information that follows provides procedures for adjustment or replacement of certain control unit parts that are used excessively and require periodic servicing in order to maintain efficient and trouble-free control unit operation. Ticket Paper Replacement  Use 2-1/4” calculator roll paper, which is a universal size paper that can be purchased at most office supply stores.  Place a roll of ticket paper on the shaft of the control unit so that it will feed from the top.  Insert the open end of the paper into the rectangular slot located on the back of the control unit. NOTE: Replacement will be easier if you fold the paper back an inch or more before placing it in the slot.  Lift the cover on the top of control unit. Press the Feed Rolls Activation button, the small black button to the immediate right of the print head (the component which types messages/cost on the ticket). This activates the print head and feed rolls and allows the ticket paper to feed through the Gate Operations Manual — rev. 2014

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feed rolls. CAUTION: Once the paper has been replaced, make sure it does not wrap into the feed rolls. This could jam the printer. ď&#x201A;§ When a sufficient amount of paper has been fed, release the black button. Feed the paper through the rectangular slot on the cover. Insert the shaft into the holder on the back of control unit. The unit is ready for operation. Ribbon Replacement The printer uses either: an inked, black and red dot Matrix Printer Ribbon, RYKO Part No. 15421-802 (installed in unit at factory); or an inked, purple Matrix Printer Ribbon, RYKO Part No. 15421-805 (one roll is sent in the shipment). The ribbon is .51 inches wide (13 mm) and 19.6 feet long (6 m). To replace the ribbon: 1. Open the top cover. Depress the detecting levers on the printer mechanism (see illustration below).

2. Remove the old ribbon by lifting each spool separately from its location. Note the driving pins located on the bottom of the spool (see illustration). 3. Place one spool of new ribbon on the spool shaft with the spool driving pins pointing down. Press the spool down until it clicks, which indicates the spool is properly secured. 4. Thread the ribbon through the ribbon path. Make sure the ribbon is not misfed. 5. Place the other spool in its place and then rotate both spools to eliminate any slack. The unit is now ready for operation. Printer Jam Printer jamming can occur if the paper rewraps or the ribbon becomes frayed or worn. Should printer jamming occur due to either of these reasons, remove and replace the paper or ribbon by following the procedures in this section. After replacement, reset the machine. CAUTION: Do not attempt to remove the paper or the ribbon while the printer is in operation. This can damage the print head. In addition, a frayed ribbon can Gate Operations Manual â&#x20AC;&#x201D; rev. 2014

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damage the printer and require the replacement of the printer or other components of the control unit. For this reason, it is important to replace the ribbon whenever it appears frayed or worn. Replacing the Fan Filter The fan filter (Assembly Part No. 15548-002) helps prevent dust particles from entering the internal components of the unit. This filter is a part of the fan assembly housing cover that is installed on the back of the Code-A-Wash III. It should be cleaned monthly. IMPORTANT: Since the unit must be shut off when the filter is cleaned or changed, this procedure should be done when the car wash can be shut down without hindering business. The unit must never be operated without the filter so keep a replacement fan filter assembly on hand. When the control unit is viewed from the back, the fan housing cover appears to be one piece secured with four screws (one in each corner). On closer observation, you will see this part is not one piece, but three. It consists of: a housing cover, a filter and a housing cover screen. 1. To remove the filter, place the blade of a small screwdriver between the housing screen and the filter and use a light pulling movement to pry the screen out. Remove the screen slowly and carefully to avoid making holes in the filter or letting the screwdriver come in contact with the fan blades located behind the filter. 2. Remove the filter and wash it with a mild liquid detergent. 3. Dry the filter thoroughly either by air or with a clean towel. Do not use hair dryers, electrical heaters, etc., since they can cause melting, shrinking or damage. 4. When the filter is dry, replace it and snap the housing screen back in place. Maintenance and Service Clean the outside surface of the console and the area around it daily to maintain as much of a dust and dirt free environment as possible. As needed, spray a small quantity of Windex or a product of a comparable quality on a clean, soft cloth and wipe the outside surface of the control unit. WARNING: Do not spray any liquid substance directly on the surface of the control unit. If the liquid gets inside the unit, it can cause internal electrical or mechanical damage. Gate Operations Manual â&#x20AC;&#x201D; rev. 2014

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Car Wash Bay - Daily  Empty the coin box. Count the money and record the amount on the daily report.  Check the coin box to make sure that bulbs are working. Replace as needed.  Check the coin box speaker to make sure it is working properly.  Inspect the bay for cleanliness and wash as needed.  Inspect the car wash pit and empty as needed.  Visually inspect the car wash for damage.  Check brushes for foreign objects, tangles and excessive wear.  Make sure lights in the Stop & Go sign are working.  Clean lenses on the Stop & Go sign.  Check the air compressor.  has it been drained?  does it need oil?  Make sure the soap dispensers are full.

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Food Services & Safety

CHAPTER

8. 8-1.

Food Services & Safety Food Services: Food Services refers to a variety of ready to eat food products prepared in the store by store personnel. Some of these foods are prepared at room temperature for immediate consumption. Others are prepared and cooked for immediate consumption while hot. Along with a wide variety of beverage products. Thousands of customers enjoy GATEâ&#x20AC;&#x2122;s Food Service items daily. These items include: -Coffee -Cappuccino -Iced Coffee -Fountain Drinks -Frozen Drinks -Roller Grill Items At most food service stores, training materials and job aids are available to help you perform your food service duties. Ask your store manager or supervisor about these materials or refer to the GATE Food Services training module.

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8-2.

Coffee Program Coffee is one of the most important items in your store. Good coffee is good business! It takes no more time or effort to brew coffee properly than it does to brew it improperly. Fresh new coffee should be prepared every half hour within each GATE store. Preparing Coffee is just a few simple steps. Each stores equipment may be different but the basic procedures remain the same. Refer to management for more details.  Grinding is the first stage of the process that turns our “Best Bean” into Best Bean Coffee  Now that you’ve ground the beans, you’re ready to brew the coffee  Don’t forget to make sure you have a clean and empty pot under the brewing funnel.  For the best fresh tasting coffee the coffee equipment should be cleaned weekly.

8-3.

Cappuccino Dispenser GATE stores are equipped with Cappuccino beverage dispensers that provide both hot and cold cappuccino to customers. Each dispenser model may vary but the basic polices remain the same. Refer to management for more details.  You are required to monitor the inventory levels of the flavor canister within the machine and refill as needed.  If back up inventory is not available or you have just depleted any reserve product to replenish the dispenser contact your manager for reordering.  These dispensers require Hourly monitoring of available product and Daily and Weekly cleaning procedures to operate properly.

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8-4.

Iced Coffee GATE stores are equipped with Iced Coffee dispensers. Each dispenser model may vary but the basic polices remain the same. Refer to management for more details.  You are required to monitor the inventory levels of the flavor canister within the machine and refill as needed.  If back up inventory is not available or you have just depleted any reserve product to replenish the dispenser contact your manager for reordering.  These dispensers require Hourly monitoring of available product and Daily and Weekly cleaning procedures to operate properly.

8-5.

Fountain Drinks GATE offers many different flavors of fountain drinks in our stores. Your store may have a fountain machine that offers flavor shots or one that offers up to 32 flavors. No matter which machine you have, our customers expect us to offer a clean and well-stocked fountain area. Part of the care of the fountain area includes observing general guidelines for cleaning and completing daily cleaning requirements. These steps by step instructions can be found in the Food Services Training Module. Refer to management for immediate assistance. These are some General Guidelines to follow:  Do NOT disconnect water lines during cleaning and sanitizing.  Do NOT use strong bleaches or detergents. They tend to discolor and/or corrode various materials.  Do NOT use metal scrapers, sharp objects, steel wool, scouring pads, abrasives, solvents, etc on the dispenser.

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 Do NOT use hot water above 140 degrees F. This may damage certain materials. BAG-IN-BOX (BIB) refers to the plastic, disposable bags that supply flavored syrup to the fountain drinks. This plastic bag is normally held inside a cardboard or other container and contains 2.5 to 5 gallons of syrup. When hooking up the BIB, use the following procedures:  After breaking the seal on the flap, pull the flap up.  Reach in the box and pull the Bag Valve out.  Remove the cap.  Connect the coupling. There are two procedures you may follow when connecting the coupling. o You may turn the collar clockwise until it is stopped by the bag valve. o You may also line the valve with the coupling and snap them together by pushing down. After they are connected, push in on the connector to lock it into place.

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8-6.

Frozen Central GATE stores consist of several varieties of frozen beverages. Most commonly used are the Frozen Central and ICEE branded machines. Although the operation of these machines are almost maintenance free during each day they are required to be cleaned daily for error free operation and the freshest products possible. Here are the Frozen Central daily cleaning procedures.  In addition to the cleaning required to ensure an attractive frozen beverage area, the Frozen Central machine whipper chamber must be cleaned daily using the following steps:  First, open the cabinet door.  Pull the mixing chamber out of the whipped chamber.  Remove whipper.  Pull the frother off the motor shaft.  Twist the whipper chamber receptacle clockwise and pull it off the motor shaft.  Slip the O-ring off the whipper chamber receptacle.  Wash components  Rinse. Finally, rinse thoroughly and allow to dry before reinstalling in the machine. Frozen Central Machine problem indicator. The ULTRA Powder Auto-Fill door lamp is the primary indicator of problems with the Frozen Central machine. If the powder Auto-Fill door lamp flashes ON and OFF, the probable cause is that there is low product in Auto-Fill.  Flashes 2 Times:

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o If the powder Auto-Fill door lamp flashes two times, the probable cause is the powder Auto-Fill not pulled completely forward or the ULTRA level probe is misaligned.  Flashes 3 Times: o If the powder Auto-Fill door lamp flashes three times, the probable cause is the powder Auto-Fill hopper is not installed properly.  Flashes 4 Times: o If the powder Auto-Fill door lamp flashes four times, the probable cause is that the ultra refill has exceeded five minutes and hoppers are not filling up. ICEE Machine Daily Operation:  Wipe down unit and nozzles with sanitizing towel.  Remove and clean drain pan cup rest.  Flush drain pan with warm water.  Check product supply in backroom and change if necessary.  In most cases, your unit will Wake and Sleep automatically.  If you need to start the unit manually, press ON for each flavor.  This will place the unit in a short defrost cycle, and freeze product for normal operation. ICEE Machine Operation Modes:  In most cases, your unit will Wake and Sleep automatically.  If you need to start the unit manually, press ON for each flavor.  This will place the unit in a short defrost cycle, and freeze product for normal operation. ICEE Machine Troubleshooting: The two most common problems with the ICEE machine are that it is out of syrup or out of CO2/H2O. Gate Operations Manual — rev. 2014

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 Out Of Syrup o Check and change all empty syrup boxes. o Check all syrup lines coming out of the box to ensure they are free of kinks. o Ensure all connectors are securely attached.  Out of CO2/H2O o Check the bulk C02 supply. IF EMPTY, contact your supplier. o Check the CO2 shutoff valve and ensure it is in “ON”. o Check the water supply. If the water is shut off, turn it “ON”. o Once C02/H2O is restored, unit should resume normal operation. If not, press DEF then RUN or just select “ON” where applicable.

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8-7.

Food Safety Sanitation Good sanitation practices are critical to the ongoing success of the GATE Food Services program. The safety of the customer is and should be your first concern. It is up to you to make sure everything is done to provide good and safe food to customers. Work Area Sanitation  In order to maintain a presentable work area, the area must be clean and free from clutter.  Use a sanitizing solution after cleaning the area with soap and water. It is important to remember that unless the solution is antimicrobial, soaps and detergents don’t destroy organisms; they only retard their growth.  Clean roller grill rollers using a grill brush and grill cleaner.  Scrape, wash, rise, sanitize, and air-dry each of the grill area utensils.  These steps should be performed at every shift, or approximately every 8 hours. Food Handling  All heated hot dogs need to maintain a minimum temperature of 135 degrees F in order to prevent spoiling.  Refrigerated foods should be kept at 41 degrees F or below.  Please note that local state codes may vary. Check with your local health department for standards in your area.

Receiving Foods When a shipment arrives at the store, you need to check-in products received against the invoice. Do this by verifying the item and description. Gate Operations Manual — rev. 2014

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 Check the manufacturer’s date on each carton. Product should be delivered within 130 days of this date. Refuse shipment if product has less than 15 days shelf life.  Before placing boxes in the freezer, mark boxes with the date shipment was received.  Check boxes for evidence of thawing and refreezing, such as large ice crystals on the packaging or product, liquid in the box, or water stains on the packaging. Receiving Frozen Foods  With a gloved hand, take the temperature of frozen foods by inserting a clean, sanitized temperature probe. Be careful not to damage the product. Frozen foods should be between 0°F and -10°F.  Place food in freezer immediately after checking them in.  Place new product behind existing product so that the oldest product is used first. Storage After you receive products, you must store them properly for easy access and to avoid spoiling. There are a few general guidelines for storage that you must observe.  Follow the “first in first out” method for proper rotation of product by placing new products behind existing stock. This allows older product to be used first.  Make sure the product is placed at least 6 inches off the floor and away from walls.  Make sure the freezer is maintained between 0°F and -10°F.  Make sure the cooler is maintained between 33°F and 38°F. Cold foods should always be maintained at a temperature of 41°F or below.  Make sure the dry storage area is clean, organized, and maintained between 50°F and 70°F.

Frozen Storage Guidelines

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 Keep product in the original carton.  Make sure manufacturer’s information and code date are clearly visible and dispose of all products that have an expired shelf life.  Make sure all products in the freezer are marked with the received date.

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8-8.

Cooking Equipment This will cover general direction on proper use and precautions of the GATE store cooking equipment. This will include the preparation of the major food items for cooking, cooking direction and clean-up. Some stores may be provided different equipment. Please see your manager for details.

8-9.

Thawing Product for Cooking Thawing Hot Dog Links and other frozen products Let’s now turn our attention to the proper procedures to thaw frozen hot dog products and links.  Remove enough product from the freezer for 3-4 days of sales.  To ensure proper rotation and a fresh product, be sure to mark the box with a “use by” date that is 10 days from the date the product is moved from freezer to cooler.  Thaw hot dogs/links for in cooler. The cooler temperature should not exceed 38°F and you should never thaw hot dogs at room temperature.  Each thawed product has a different shelf-life time. Check with your manager on individual product guidelines.

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8-10. Emergency Thawing Emergency Thawing Procedures Emergency thawing procedures are not a replacement for proper planning in thawing products and should only be used in an emergency, such as not having any thawed product on hand to place on the grill.  Place frozen product in single layer in a clean, sanitized, stainless steel pan and place in clean sink.  Turn the cold water on – temperature of the water should be 70°F or below.  Keep cold water running over product until they thaw – 15 to 20 minutes.  Place needed amount of product on grill.  Place the remaining product in the cooler.  Date the box with a “use by” date of seven days from the emergency thaw date.

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8-11. Roller Grill Preparation Preparing the Roller Grill Your first step in preparing the roller grill for heating hot dogs and links is to make sure the roller grill is clean.  Set the roller grill temperatures at least 15 minutes prior to heating the hot dogs or links.  For digital grills, push “heat” to get the grill to the correct temperature. This will raise the temperature to 180°F.  For dial grills, set back portion (heating) area of grill to medium and set front portion (holding) area of grill to low.  Make sure you have disposable plastic gloves and clean, sanitized plastic tongs.

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8-12. Buns Preparation Preparing Hot Dog Buns Fresh hot dog buns are critical to the success of the hot dog program. When preparing hot dog buns, follow these procedures.  Buns should be placed in clamshells to prevent them from drying out.  Place buns in bun drawer.  Keep bun drawer full.  When adding new buns to drawer, pull existing buns to the front and use them first.  When using a bun warmer, set the dial to 3-4.  Be sure that you do not heat buns more than once.

Heating and Serving When heating and serving the hot dogs and links, always wash your hands thoroughly and use plastic, disposable gloves when handling any food product.  Using plastic tongs, place the proper amount of thawed hot dogs on the back portion of roller grill. Refer to your store’s “Build To” form to determine the appropriate amount of hot dogs to cook.  Heat hot dogs until they reach an internal temperature between 135 degrees F and 160 degrees F - approximately 30 minutes.  Insert a clean, sanitized, calibrated probe thermometer into the end of the hot dog to verify the temperature.  Move heated hot dogs to the front (holding) area of the roller grill.

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8-13. Roller Grill Shutdown and Clean-up Shut Down Procedures: Roller Grill  When shutting down the roller grill, discard any product that may be remaining on the grill.  First, slide out the drip pan and clean with hot, soapy water. Allow pan to dry and replace.  Scrape, wash, rinse, sanitize, and air dry each of the grill area utensils.  Clean each roller with roller brush and grill cleaner, starting at the end of each roller and moving toward the center.  Only use cold or carbonated water to clean the rollers.  Then, clean sneeze guard with warm, soapy water, and dry with a damp cloth. Do not use abrasive cleaners on the sneeze guard. Using these products will result in scratches on the area.  Finally, wipe down sides of roller grill and serving area around the grill.

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8-14. Bun Drawer / Warmer Bun Drawer/Warmer  Wipe out any crumbs or food particles that are in the bun drawer or warmer.  Remove the insert rack.  Wash, rinse, and sanitize insert rack and interior drawer.  Wipe down outside of unit.  Reassemble bun drawer/warmer. Utensil and Smallwares Cleaning The following items are used daily in your hot dog program. It is important they be thoroughly cleaned and sanitized each day.  UTENSILS: Drip tray on roller grill, link guide, tongs and stainless steel spoons.  SMALLWARES: Mustard and ketchup containers, can opener, condiment tray and inserts.

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8-15. Three Compartment Sink Set Up & Usage Three Compartment Sink Set up and Usage  Wash items in the first sink with hot soapy water.  Rinse items in the middle sink with cold water.  Sanitize items in the third sink with hot water (per instructions on the Chemicide container).  Air dry items on the drain board.  After all utensils are dry, replace them in preparation for the next day’s production.  Once all the smallwares are dry, the condiment trays and containers should be replenished with fresh condiments and stored in the cooler overnight.

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8-16. Spoilage Wasted All spoiled or wasted merchandise must be rung on the P.O.S by 11:00 pm or entered into the Back Office to maintain proper inventory. The next Daily Store Report (DSR) created must include the merchandise retail and cost of the merchandise spoiled / wasted. Proper accounting of all spoiled and damaged merchandise by adjustment to inventory category. When Do I Remove Spoiled or Wasted Food?  Waste spoiled merchandise when removed from the display when the expiration date has been reached or exceeded  Destroy and dispose of waste spoiled merchandise  Return damaged merchandise to supplier for replacement or credit  Designate a storage area for merchandise to be returned to the supplier  Make retail inventory adjustments to the next DSR

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8-17. Dry Food and Freezer Storage Standards Below you will find a guide to follow to assist in determining the best practices for both Dry Storage and Freezer Storage

Dry Storage

Meets Standard

Improvement Needed

Storeroom is clean, dry, well-ventilated, well-lit and kept at an acceptable room temperature.



All food and supplies are stored promptly after delivery and organized in the order of the ORI Record or the computerized inventory system.



Products are stored at least 6” off the floor, 6” below sprinkler heads and 2” away from walls on clean surfaces (to permit cleaning and prevent contamination).



Products are not stored under exposed sewer or water lines or next to sweating walls or pipes.



All potentially hazardous materials, such as insecticides, chemicals and detergents, are stored separately from food supplies.



All opened packages are stored in closed containers that are labeled with the name, weight or count, date and price of the product.



Storeroom shelving and flooring are kept clean and dry at all times.



The storeroom is on the routing sanitation schedule and cleaned at regular intervals.



All merchandise is dated upon receipt and neatly arranged with labels facing forward. Inventory is rotated on a “first-in-first-out” basis.



10. The most frequently needed items are stored on lower shelves and close to the entrance.



11. Heavy packages are stored on shelves no higher than 36” from the floor.



12. Glass containers are stored on the lowest shelf.

 

13. The storeroom is locked except during cleaning, stocking, issuing or taking inventory of products.

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Freezer Storage

Meets Standard

Improvement Needed

 

Freezer thermometers work and are checked frequently. Proper temperatures:  Freezer 0°F or below  Ice cream dipping cabinet 5° to 10°F  Ice cream storage -10° to -5°F



All food containers are tightly covered (especially bulk ice cream).

All food is tightly wrapped to prevent freezer burn.

The freezer is automatically defrosted and manually defrosted and cleaned often enough to prevent excessive frost build-up. If practical, defrost when the least amount of frozen food is in storage.

  

When defrosting, contents are moved to another freezer to permit thorough cleaning and to keep contents dry.



Floors, walls and shelves are kept clean and dry at all times. There is no ice build-up on surfaces.



Openings of the freezer are planned. What is needed for production is taken at one time to prevent the entry of warm air.



10. All merchandise is dated upon receipt, neatly arranged with labels facing forward and rotated on a “first-in-first-out” basis.



11. Shelves are at least 6” off the floor, and 2” away from the walls.

  



All frozen foods are promptly stored immediately after delivery.

Thermometers are in every freezer and are placed in the warmest part of the freezer.

12. A preventive maintenance program is established for equipment. 13. An emergency plan is available and all supervisory employees know how to activate it, should a refrigeration unit failure occur while on duty. 14. Storage freezers are locked at all times except during cleaning, stocking, issuing or taking inventory of products.

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8-18. Sales Control/Build-To Sheets The object of sales control is for each store to define its optimal grilling amount for each product in order to maximize sales and minimize waste. This procedure gives you the ability to accurately evaluate the hot dog program in each store. It is crucial to the program’s success and is not optional. With sales control, you can:  Maximize sales with fresh merchandise and control and track losses.  Establish each day’s starting amounts quickly and easily.  Total the number made, wasted and sold each week. A copy of this report should be sent to the corporate office for tracking and a copy should be filed at the store level for quick reference. NOTE: While this program specifies times to stock and attend the grill, it is imperative that you monitor the center on an hourly basis. Sales Control Summary Always remember to:  Exhibit company signage to attract attention to the hot dog center.  Thaw frozen links before cooking.  Seal and rotate opened boxes in the cooler.  Handle links with serving utensils.  Stay ahead of the business by using specified times to work your hot dog center.  Keep the grill and hot dog center clean.  Provide fresh condiments in a sanitary fashion.  Follow the formula to determine your store’s ideal quantities.

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Price Book

8 9

CHAPTER

9. 9-1.

Price Book Item Maintenance Tracking items and monitoring performance is seamless with proper set up and maintenance of each item. This begins with defining a hierarchical category structure and other attribute assignments to reflect strategies for various item categories. This will create a strong infrastructure for reporting item performance. Taken a step further, item maintenance in the pricebook will allow for more sophisticated inventory tracking including supporting the retail, cost and inventory values required to interface between Point of Sale (POS), Back Office System (BOS), RPO, Pricebook and Accounting systems. The following hierarchy of accounting classifications begins with the highest level, General Ledger (GL). The hierarchy may consist of several layers, each providing a more detailed view of the item categories:  Department – GL level reporting  Sub-Department – Store level merchandise system reporting  Category - Category management reporting and pricebook maintenance  Item - Category management reporting and pricebook maintenance Planograms are established to ensure top selling items are placed in the most prominent space in the stores to improve inventory turns and maximize shelf space. In pricebook maintenance, the item is the actual planogram unit or “sell” unit of measure (SUM). The use of a centralized pricebook will eliminate the need for store managers to maintain the same data to automate POS scanning, daily reporting and inventory. Key Business Decision

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All items will be set up in the pricebook prior to receipt into inventory at store level. This centralized maintenance eliminates the need for multiple store managers to maintain the same data to support daily operations. Roles & Responsibilities The following roles and responsibilities are in place to complete this process. Roles

Responsibilites

Store Manager

Requests item maintenance

Category Manager Territory Supervisor Category Manager

Approves new item maintenance request

Planogram Administrator

Determines placement of new item

Pricebook Department

Maintains new items in pricebook to be received into inventory

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9-2.

Item Ordering Pricebook set up of authorized vendors and items will be monitored to ensure they contribute to the growth of the category and maintain the highest gross profit margins.  The timely ordering of all items to ensure inventory requirements are fulfilled and out-of-stock situations are minimized What do I need to know about ordering?  Leverage automated ordering methods to ensure orders are based on inventory quantities and sales trends  Process orders according to the delivery schedule to eliminate the risk of any excessively high inventory levels, out-of-stocks and minimal losses due to out of date product  Consider promotional, new or discontinued items, upcoming special events, holidays, delivery schedule changes, weather and prior special events when ordering  Following company policy, order promotional items in advance of the promotional period and prior to the end of the promotional period capitalize advantage of a lower cost and higher gross profit margin following the promotion Why would I not have inventory or not order an item?  Items temporarily unavailable / Replacement items  Authorized at the discretion of the Category Manager  Temporary use of replacement items can jeopardize the integrity of the planogram  Once determined to be a permanent item, the item must be added to the planogram  Replacement items may have a lower gross profit margin  Discontinued items  Should follow the exit strategy as part of the discontinued item process  Ordered discontinued items will not be received creating a possible risk for lost sales  Replacement Items

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 Should follow the item authorization process  May involve a new vendor approval process  May result in multiple changes to the planogram based on item size and shelf How often do we order?  Item ordering occurs daily, weekly or bi-weekly depending on the items being ordered and frequency of vendors deliveries  Ordering is executed based on build to, on-hand quantity or other ordering calculation methods

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9-3.

Retail Price Change The central setup of all retail price changes is required to ensure the appropriate accounting of all markup and markdowns of inventory values. Why would I need a Retail Price Change?  Item price changes may be recommended by store personnel and executed with the approved by the Category Manager  When emergency competitive price changes are needed (urgent approval and pricebook update overrides advance pricebook notice procedures)  The Store Manager must complete an External Maintenance System (EMS) Form and submit to the Territory Supervisor for approval  The Category Manager is responsible for approving all EMS Forms before the retail price is changed in pricebook  Item retail changes impact the accuracy of accounting for markups / markdowns and inventory valuation  If the store is on retail accounting of inventory, the inventory valuation is changed with the update to the retail price of merchandise currently on hand What if the Retail Price Change isn’t correct?  Determine if the request is initiated by new pricebook changes that were not successfully downloaded to the store  Merchandise from the vendor has an incorrect retail on the invoice when delivered  If yes, contact Pricebook Department to determine status and request a refresh of the pricebook download to initiate all changes forwarded to the store pricebook  Item does not scan correctly at the RPO for receiving or at the point of sale  If yes and not scanning on the RPO at time of receiving into inventory, make sure the vendor is authorized to supply the item; if no, the manager should verify all DDR gun maintenance has

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been completed. If item still does not scan, return product to the vendor immediately for credit ď&#x201A;§ If yes and not scanning on point of sale, make sure the item is authorized; log the unauthorized item on the Item Issue Report and return to vendor at next pick up for credit

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9-4.

Cash Paid Out  Cash paid outs are limited to approved cash suppliers that are setup in the Pricebook. In Short this is a Payment Type to certain vendors. How do I pay an approved Vendor?  All money order payments to suppliers are considered a cash paid out  When money order payments to vendors are made, any store personnel must check invoice totals, review the invoice and sign it as approval prior to making the money order payment to the supplier. Then they must attach the money order stub to the paper invoice for store records.  Any of the store personnel must review the invoice and sign it as approval prior to making the cash payment to the vendor  No vendor can be paid without submitting an invoice  All expense cash paid outs require a receipt  Any cash paid out must be entered into the P.O.S as a cash paid out  All invoices for paid outs entered into the BOS without proper invoice will be considered a cash shortage

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9-5.

Service Fees Establish a policy for the proper accounting of delivery service fees, i.e. (Stop charges, delivery or fuel surcharges).  All service fees will be approved by the Category Manager. Changes or additions to the service fees must be approved and notification sent to the Accounting, Pricebook and Accounts Payable Departments When will I incur a service fee?  Service fees agreement in place prior to delivery of merchandise  Service fees posted on the invoice will be posted to the proper product category and GL account with the Daily Store Report (DSR)  Only authorized service fees will be posted and paid

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Merchandising

CHAPTER

10 10. Merchandising 10-1. Inventory Levels The starting point for any successful retailer is to make sure that his or her product inventory level will meet the customer demand from one delivery through the next scheduled delivery.  Cigarettes: The maximum inventory levels for cigarettes should be no more than a twoweek supply.  Grocery: The inventory levels for grocery should be maintained at a maximum of a three-week supply.  DSD (Direct Store Delivery): (e.g. Coca-Cola, Pepsi, Dairy) All DSD inventory levels should be maintained to last from one delivery through the next scheduled delivery.

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10-2. DDR Ordering DDR Overview: Purpose: The DDR program will be used for Ordering, Order review and Stock Count. DDR is to shift focus/time from order to inventory. Correct inventory will lead to accurate orders which then leads to less overstock and fewer OOS/spoilage.

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10-3. Freshone Ordering and Receiving

FRESHONE RECEIVING PROCESS FreshOne receiving process is “drop & go”. 1. Driver should place product in the walk-in cooler in a designated area away from the door for maximum temperature control 2. Do not store bananas in the walk-in cooler. Keep them in a cool, dry area 3. Employee receiving the product verifies the tote count and signs the invoice 4. Empty totes will be picked up at the time of delivery  Missing totes will be tracked monthly and the store will be charged for each missing tote 5. Driver leaves 6. Product will be scanned in. If any damaged or missing product refer to page 5 7. Packing slip will be delivered with the product and each tote will be labeled for easy product identification 8. Place product according to planogram following FIFO (First in, first out rules) 9. Use trays (Not totes) when moving the product to the sandwich case 10. Store back-up product in designated shelf in the walk-in cooler (Out of totes) 11. Throughout the day maintain all displays full and fresh, according to the Daily Foodservice Standards Checklist 12. Place “Sold Out” signs if a product is not available, do not use replacement items to fill empty holes (Signs to be provided by Sales & Marketing) 13. Around 10:00 PM each day, walk around the sandwich case and pull out any out of date product  Product with “Sell by (Tomorrow’s date) is considered out of date.  Product with “Sell through (Today’s date) must be pulled by 10:00 PM 11. Go to the register and “waste” all out of date product no later than 11:00 PM  Make sure each and every wasted item is scanned at the register and  Never scan items in place of the actual wasted product  Discard all wasted items as soon as they are scanned through the system

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GATE will pay Invoice “As is” FRESHONE ONLINE ORDERING SYSTEM Enter www.freshoneoos.com on your ie browser from your back office computer Online Ordering System Log User onto ID FreshOne from your Office Computer 1. Log in using your unique and Password (To Back be provided by Sales & Marketing)

2. After you log in, you will see an “Announcement Page” screen where you will get notifications such as:  New or Discontinued product notices  Important Communication regarding deliveries  Holidays/Changes/Reminders, etc. To continue, you must click on the bottom statement, confirming that you have read and understand the announcement.

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You will then see the Online Order System page. Hover over the Transactions dropdown box and Click Order Entry to go to the Order Screen

 To begin your order you must first enter your name (Required)

You will see the product name, description, suggested quantity and order quantity in this page.

Be aware that your store quantity default will be displayed under Order Quantity. If no changes are made, you will receive your default quantity. If you forget to place your order, you will be receiving an “auto ship” (minimum 2 of every core item)  IF YOU DON’T NEED AN ORDER YOU MUST LOG IN TO ZERO OUT YOUR ORDER AND SUBMIT BY YOUR ORDER CUT-OFF TIME (10:00 AM) Some of the reasons for not ordering product could be: The cooler being out of order, bad weather, store closed, etc.

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1. To place your order, select the product you want and key in how many in the Order Quantity box. Dollar amount ($) will adjust as you enter the new quantity  Always verify quantity before selecting OK. If by accident you enter “”99” instead of “9” you will receive 99 items.  If mistake is caught after completing the online order, email or call FreshOne to make them aware of the mistake. (1888-918-4190) 2. Once you have keyed in all product, select “FINISH ORDER”

3. After entering your order you will see the total number of items, as well as total dollar amount 4. You will be asked to confirm once again by clicking “OK”

 If name of the person placing the order was not entered, an error window will pop up and your order will refresh and the changes you made to your order will be gone.

Once your order has been submitted, no changes or additions will be allowed. If you need to make any changes or additions to your order email Customer Service no later than 10:00 AM.

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Once your order has been placed you will be directed to the Order History screen. From here you can view or choose to print previous orders by selecting the PDF Icon

This is the view of your screen

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REQUESTING CREDITS Order Entry Credit Request

If something arrives damaged or is missing from your order: a) From the Transactions menu, select “credit request” b) Enter a valid Invoice number and date that corresponds to the date the items were damaged or shortened. Credit Requests with invalid invoice numbers will be rejected

c) Select a Reason Code (Required), then enter quantity

THINGS TO REMEMBER WHEN REQUESTING CREDITS:  Only one credit per invoice number is allowed  You may request credit for as many items as you need but you can only use that Invoice Number once, so be sure you’ve requested everything  All Credit Requests must be done within 24 hours of the delivery, after that will be rejected. Credits will be issued within 72 hours  Only request credit for items that were on that invoice. Credits for items not on that invoice or in quantities greater than the invoice will be rejected Case items are credited in single pieces; example: If two items in a case are damaged, the Credit request should be for only 2 units. If the entire case was missing upon delivery the credit request should be for the full case size in units.

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The most common credit reasons are prepopulated. If the issue is not listed, select “Other” and add your reason

 “Expired Product” and “Other” open up a text box for more information

When you have added all necessary items to the request select “finish”. You will be asked to confirm the request (As with order entry). If all items have been requested and you are ready to confirm enter OK

 In the event that you missed an item, contact FreshOnce (1888-918-4190) You can check the status of your Credit Requests in the “Credit History”. Hover over History then select Credit Request and the Credit History screen will open, the default is today’s New Requests

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1. To find a specific credit by date, click on “date” and use the calendar to select the desired date range.

Change the status according to your search  Credits that haven’t been processed will be listed as “NEW”  Credits are processed twice a week. The current schedule is Monday and Thursday mornings

 To view credits that have not been processed, select new click on “date”. Use the calendar to select the desired date range

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click OK and

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 Credits that have been approved will be listed as “DOWNLOADED”

 To view already approved credits select downloaded on “date”. Use the calendar to select the desired date range

click OK and click

 Credits not approved will be listed as “REJECTED”

o The reason why a credit is rejected will be listed next to the credit

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 To view rejected credits select “rejected” Use the calendar to select the desired date range

click OK and click on “date”.

IMPORTANT! If the system detects no activity for an extended period of time it will “timeout” for your own protection; activity up to that point will not be saved and you will be asked to reenter your orders again.

Ready to logout? Just click “Logout” on the top right corner of your screen.

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10-4. McLane Ordering and Receiving Ordering McLane  McLane is the only vendor currently being ordered by DDR.  All items will be ordered on the DDR Handheld. Cigarettes and Other Tobacco Products    

   

Cigarettes and Other Tobacco Products will be automatically ordered by DDR In the Back Office GUI – PO Monitoring Verify that no items are ordered that are not carried in your store. If an item is ordered that you do not carry, change the order to 0 and notify Pricebook to have the item removed from your variety using the DDR Issue report. Verify that ONLY cigarettes and Other Tobacco are being ordered. If an item from an invalid category is ordered, change the order to 0 and notify Pricebook to correct the item using the DDR Issue report. Verify that nothing is being ordered in excessive quantities. If an item is being excessively ordered, change the order to a reasonable level.

On the Handheld           

Use the Free Order to check the items ordered by DDR. Scan any item that is out or nearly out. Verify the item is being ordered. If the item is not being ordered, verify that the count on the item is right. If the count is wrong, correct it only if the day is not a delivery day. If the count should be 0, this can even be corrected on a delivery day. Order the item. Scan any items that have excessive inventory. Verify that it is not being ordered. If it is being ordered, verify that the count on the item is right. If the count is wrong, correct it only if the day is not a delivery day.

Other McLane Items  All other item will be ordered using Free Order.

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 Scan the UPC, UIN, or key either number to look up the item.  Enter the desired amount to be ordered  Next out of the Free Order when finished to update the order on the website.

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10-5. Manual Ordering Pricebook set up of authorized vendors and items will be monitored to ensure they contribute to the growth of the category and maintain the highest gross profit margins. The timely ordering of all items to ensure inventory requirements are fulfilled and out-of-stock situations are minimized

Why and When would I need to place a manual order?  Leverage automated ordering methods (DDR) to ensure orders are based on inventory quantities and sales trends  Process orders according to the delivery schedule to eliminate the risk of any excessively high inventory levels, out-of-stocks and minimal losses due to out of date product  Consider promotional, new or discontinued items, upcoming special events, holidays, delivery schedule changes, weather and prior special events when ordering  Following company policy, order promotional items in advance of the promotional period and prior to the end of the promotional period capitalize advantage of a lower cost and higher gross profit margin following the promotion When would I not order an item or if ordered possibly not receive it?  Items temporarily unavailable / Replacement items  Authorized at the discretion of the Category Manager  Temporary use of replacement items can jeopardize the integrity of the planogram  Once determined to be a permanent item, the item must be added to the planogram  Replacement items may have a lower gross profit margin  Discontinued items  Should follow the exit strategy as part of the discontinued item process Gate Operations Manual — rev. 2014

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 Ordered discontinued items will not be received creating a possible risk for lost sales  Replacement Items  Should follow the item authorization process  May involve a new vendor approval process  May result in multiple changes to the planogram based on item size and shelf

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10-6. Vendor Check-In and Deliveries Each Vendor may have a specific procedure to follow. Please consult your manager for detail. These items below will address most Best Practices when checking-in and receiving deliveries.  All merchandise deliveries should be received during authorized hours and when either the store manager or assistant manager is available to properly receiving merchandise  Receiving should be with one vendor at a time including counting the items and comparing to the invoice  The entry of all vendor deliveries must be made through the receiving door of the store(if applicable) and contact with store personnel must be made prior to product staging in the store so proper placement is determined Standard Receiving Guidlines  Receiving of items must be in a predetermined neutral location in the store  Cooler merchandise must be checked-in prior to entering the cooler  All items must be scanned with the handheld or touch counted by the store manager  Unauthorized items must be returned by the vendor. Credit must be issued first and on a separate invoice.  Presents a legible invoice with correct store # and address  Items will be checked in, in order as they appear on the invoice.  Each invoiced item will be scanned, and only saleable products will be accepted.  If item does not scan in the handheld, check to see if item scans at all registers, then contact pricebook.  All products must be inside the store to be checked in (no rolling counts).  All cases must be agreed upon.  It is expected that upon delivery all vendors will restock and merchandise all of the vendor’s products (not just products being delivered).  Back stock from delivery will be put away in its proper place as directed by store personnel.  It is expected that damages will be addressed with each delivery.

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 Pallets of products are not allowed into store. Pallets of products should not interfere with customers.  All boxes must be broken down and checked by the store before disposal  Returned totes must be credited by the vendor on a separate invoice  Once the delivery process is complete and products are merchandised, back stock put away and debris picked up, a designated store associate will sign and stamp the vendor’s invoice.

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10-7. Vendor Payment Money Order Introduction Money orders are used to pay all vendors set up for cash payment at the time of delivery. (Exception: Service stations that do not have RMOD money order dispensers will use beer drafts for payment of beer and wine only.) Issuing a Money Order Vendor Payment (See diagram below)  On the “Pay to Order” line, write in the name of the vendor as it appears on the invoice.  Fill in the date the money order is issued.  Verify the dollar amount issued to the vendor invoice.  Make sure the pay line corresponds to the dollar amount above.  Detach the money order stub and attach it to the invoice. Be sure to fill in the date and dollar amount.  Pick up the money order number in the invoice summary of the daily report.  Write your store number and the vendor’s invoice number on the sender signature line. NOTE: Money order vendor payments cannot exceed $1500. If the invoice exceeds that amount, issue a second money order.

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Step

Appears In Display Window

Press the Start key.

Ready please continue

Press the Vendor Payment key.

Key in correct entry code

Key in your employee ID# and press Enter.

Enter your own employee ID # 101 Period # is open UP*01 $000.00

Key in the amount and press Enter.

Period # is open UP*01 $00750.00 Period # is open UP*02 $ 0000.00

If more vendor payments are needed, repeat step #4; if not, press Total.

Total $00750.00

Press Print key (B).

Total $000750.00 Subtotal $000.00 Total * $000750.00 Subtotal $000750.00

Beer Draft Payments Drafts are used in service stations to pay for beer and wine at the time of delivery. Drafts are to be completed legibly in duplicate with a ball point pen. Do not use red ink. The original of the draft is issued to the vendor. The duplicate is attached to the invoice and submitted to the accounting office. Issuing a Draft (See diagram on next page) 1. Remove one beer draft from the secured location. Be sure to issue drafts in sequence. 2. Fill in the date, store number and invoice number where indicated. 3. On the pay line, spell out the dollar amount of the invoice as verified by the adding machine. 4. On the $ line, write in the number dollar amount. 5. On the Pay To The Order Of line, write in the name of the vendor as it appears on the invoice. 6. Sign the draft. 7. Ask the driver to write “Paid by draft # 0000” on the invoice and initial. 8. Give the original draft to the driver. 9. Staple the draft copy to the invoice and place with other invoices.

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NOTE: Drafts cannot exceed $1000. If an invoice exceeds this amount, issue a second draft.

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10-8. Codes, Fronting, Blocking and Rotation A code date may indicate the day and year a product was packaged or the month and year a product is no longer acceptable for resale. Most expiration codes are called open date. For example: June 96, 6/96, 60196. In this example, any product showing that date should be removed from the shelf by June 1, 1996. If a product does not carry an open date, it can be difficult to determine the freshness of the product. When this occurs, you may refer to the distributor’s label on that product.

This label indicates the item was shipped to your store on the 199th day of 1994. Any product that has been in the store for more than one year should be removed from the shelf and marked down until sold. The markdown must be approved by your supervisor. NOTE: No perishable item (e.g. eggs, lunch meats, cheeses, etc.) should be accepted from the distributor with less than 21 days of shelf life.  Fronting: To front an item means to bring that item to the front edge of the shelf or peg. All merchandise should be fronted daily.  Facing: To face an item means to turn the item with the label in full view to the front of the shelf.  Blocking: To block an item means to bring all items to the front of the shelf two or more high. Make the items solid from the front to the back of the shelf.  Rotating: To insure proper rotation of merchandise, the oldest in date item should be fronted on the shelf. Doing all of these things in the store will make it look fuller, cleaner and fresher for our customers. It will also help prevent shoplifting.

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10-9. Expiration Dates (How to Read) HOW TO READ EXPIRATION DATES ON FOOD PACKAGES Julian Date You can read a Julian calendar date code by counting from Jan. 1 and then adding the number of days in the year (See calendar on back). Julian product date codes are printed as a five-figure number; the first three represent the day of the year, while the last two digits represent the year itself. For example, a date code that reads 08012 represents 21 March 2012; this is because the 080 stands for the 80th day in the year and the 12 represents 2012. Another example would be 31222, which translates as 08 November 2022 or Nov. 8, 2022.

Some Can Food Code Date You can read a can code by converting the letters and numbers into their respective values. Can codes are usually printed on the top or bottom of the can and follow a simple conversion formula: The first number will be the month. January is the number 1 and each month is the next number through to 9 (September); October is O, November is N and December is D. If letters are used instead, January is written as A and each month follows the alphabet to December, written as L. This will be followed by the month date and then the final number will be the year. Each year is codified by a single number that represents the last number of the year, e.g. 2015 is a 5 and 2019 is a 9. For example, a can date code of N206 would decode as 20 November 2016 or Nov. 20, 2016. JULIAN DATE CALENDAR

Day Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Day 1 1 32 60 91 121 152 182 213 244 274 305 335 1 2 2 33 61 92 122 153 183 214 245 275 306 336 2 3 3 34 62 93 123 154 184 215 246 276 307 337 3 4 4 35 63 94 124 155 185 216 247 277 308 338 4 Gate Operations Manual â&#x20AC;&#x201D; rev. 2014

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5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31

36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 88 89 90

64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87

95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 151

125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151

156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181

186 217 187 218 188 219 189 220 190 221 191 222 192 223 193 224 194 225 195 226 196 227 197 228 198 229 199 230 200 231 201 232 202 233 203 234 204 235 205 236 206 237 207 238 208 239 209 240 210 241 211 242 212 243 PERPETUAL

248 249 250 251 252 253 254 255 256 257 258 259 260 261 262 263 264 265 266 267 268 269 270 271 272 273

278 279 280 281 282 283 284 285 286 287 288 289 290 291 292 293 294 295 296 297 298 299 300 301 302 303 304

309 310 311 312 313 314 315 316 317 318 319 320 321 322 323 324 325 326 327 328 329 330 331 332 333 334

339 340 341 342 343 344 345 346 347 348 349 350 351 352 353 354 355 356 357 358 359 360 361 362 363 364 365

5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31

JULIAN DATE CALENDAR FOR LEAP YEARS ONLY. (TO BE USED EVERY 4 YEARS) 2012, 2016, 2020, 2024… Day Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Day 1 1 32 61 92 122 153 183 214 245 275 306 336 1 2 2 33 62 93 123 154 184 215 246 276 307 337 2 3 3 34 63 94 124 155 185 216 247 277 308 338 3

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4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31

35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 90 91

64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89

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95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121

125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152

156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182

186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206 207 208 209 210 211 212 213

217 218 219 220 221 222 223 224 225 226 227 228 229 230 231 232 233 234 235 236 237 238 239 240 241 242 243 244

248 249 250 251 252 253 254 255 256 257 258 259 260 261 262 263 264 265 266 267 268 269 270 271 272 273 274

278 279 280 281 282 283 284 285 286 287 288 289 290 291 292 293 294 295 296 297 298 299 300 301 302 303 304 305

309 310 311 312 313 314 315 316 317 318 319 320 321 322 323 324 325 326 327 328 329 330 331 332 333 334 335

339 340 341 342 343 344 345 346 347 348 349 350 351 352 353 354 355 356 357 358 359 360 361 362 363 364 365 366

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10-10. Promotional Display / Signage Vendor promotions are set up monthly through the Sales and Marketing Department and are communicated to all stores via a monthly mail-out.  When you receive the promotional sheet from the Sales and Marketing Department, you should read it thoroughly and place it in the blue marketing notebook.  Make sure that you are aware of the date, cost, retail price and order quantities on all promotional items scheduled for the store. If the vendor fails to honor the cost or quantity information, notify the Sales and Marketing Department.  All promotional item displays should be set up as soon as possible after the first day of the month. Promotional signage should be in place the first day of every month. If the product is not available to support the promotion, that signage only may be held until your product order has arrived.

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10-11. Store Requested Promotion  Store level promotions “special sales” may be recommended by store personnel and executed with the approval by the Category Manager  All special sales must have the prior approval of the Territory Supervisor before submitted to the Category Managers  The Store Manager must complete a New Supplier - Item Maintenance Form and submit to the Territory Supervisor for approval by email  Category Manager is responsible for approving all New Supplier Item Maintenance request for special sales to be changed in pricebook  Promotional request to items defined as “store level management” could be in conflict with promotions defined by central category management processes  If the store is on retail accounting of inventory, the inventory valuation could change with the update to the promotional price for merchandise currently on hand  Any accounting needs related to the special sale must be communicated to the store at least two weeks prior to the beginning of the sale  POP signage or displays must arrive at the store as stated in the promotional schedule to ensure proper use of signage

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10-12. Completing the Build To Sheet The following steps should be taken to complete the build to sheet (Addendum 4):  Fill in the heading.  Fill in the date of each delivery.  Under the item heading, put a description of the product.  Under the build to heading, enter the number of items required to support sales between deliveries plus a reasonable reserve. There are three of these columns to give you the option of changing the build to number.  On the day prior to delivery, count the number of each item on hand and record in the on hand part of the square. Then, write in the order amount and subtract the on hand number from the build to number.  The number of items removed from inventory, but not sold since the last order, should be indicated in the write off square. Revising the Build to Number For this example, refer to Dandy Cola 12 oz. cans for the four week period (Addendum 4). Note the decreasing trend in sales.  Add the sales (order less write offs) for the four week period: 12 + 9 + 8 + 10 = 30 total sales.  Divide total sales by the number of weeks – 39 ÷ 4 = 9.75 – for the average weekly sales.  Divide the average weekly sales by seven days – 9.75 ÷ 7 = 1.4 – for the average daily sales.  The average daily sales is 1.4. Assume there should be a minimum of a half day of sales on hand in reserve at delivery time. Add a half day’s sales to the average weekly sales (9.75 + .7 = 10.45). The new build to should be 11 cases. Addendum 4 - Build To Sheet

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10-13. Ordering Supplies  Supplies will never be automatically ordered by DDR.  Anything that is not sold on the register is considered a supply item.  Items that are ordered separately but sold on the same button are considered supply items. An example of this is tornados.  Order items on the handheld by scanning the barcode or entering the UIN and then press enter.  Supplies will arrive on the same delivery as regular items. Supply Order Review Use: Check the items that are in categories in the automated order. Look for Items that are out of stock. Verify that DDR knows the inventory is 0. If DDR has an inventory other than 0, change the DDR inventory to 0. Verify the item is being ordered.

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FUEL Management

CHAPTER

11 11. Fuel Management 11-1. Fuel Precautions and Crisis Management Safety first is an important attitude in every activity. It is particularly important in handling gasoline. Gasoline can be and is most often handled safely. This is proven by the vast number of retail outlets and gallons pumped each day without incident. Yet, it takes only one careless moment for disaster to strike. Fire and Explosion Perhaps the greatest hazard that you are faced with when dealing with gasoline is the explosion hazard. It is important to remember that you can control this hazard if:  You eliminate all sources of ignition in areas where gasoline may be flowing; and  You eliminate the flow of gasoline to areas where an ignition source exists. Three types of switches at self-service locations control the flow of gasoline by shutting off the supply of electricity to certain areas. It is important that you understand each switch and the location to which it supplies electricity. Fullservice locations do not have a console so switches that are usually located on the console are not available there.  Emergency Cut Off: (Location varies for each facility. Ask your manager to point out the location at your facility.) Interrupts the flow of gasoline to all dispensers by completely shutting off the supply of electricity to all submersible-pumps and dispensers.

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 Emergency Stop: (Located on the console.) Interrupts the flow of gasoline to all dispensers by shutting off the supply of electricity to all dispensers but not to the submersible-pumps.  Pump Stop: (Located on the console.) Interrupts the flow of gasoline to individual dispensers by shutting off the supply of electricity to the individual dispenser only.  In locations that have the Retalix P.O.S. system, the register is your console. Using the STOP key on the register will shut off the flow of gas at the pumps. Safety Chart The guidelines listed in this safety chart will help you handle gasoline safely. Safety Precautions

If:

Then You Should:

Learn the location and operation of the “emergency cut off” switch.

An accident or fire hazard occurs.

Turn “emergency cut off” switch to OFF.

Learn the location of the fire extinguisher and know how to use it in case of an emergency. Keep fire extinguisher charged and in date.

A paper/debris fire occurs in parking lot away from gasoline island.

Use fire extinguisher to extinguish flame.

A paper/debris fire occurs but is not controllable with fire extinguisher.

Follow the instructions for gasoline area fire.

A fire occurs in the gasoline island area.

1. 2. 3. 4. 5.

Smoking is not permitted at gasoline island(s) while gasoline is being dispensed, delivered or while store employees are sticking tanks. Learn the location and operation of the “pump stop” switch on the console.

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Customer is smoking while dispensing gasoline or in presence of others dispensing gas.

1. 2.

Turn “emergency cut off” switch to OFF. Contact fire department. Do not try to put fire out. Do not pour (hose) water on fire. Notify store manager and/ or supervisor. Remain calm and get out of the way. Turn “pump stop” switch on console to OFF. Use intercom to politely ask customer to extinguish smoking material. After it is extinguished, resume operation.

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Safety Precautions

If:

Then You Should:

Customer is smoking while removing nozzle and before dispensing gasoline.

Use intercom to politely ask customer to exting-uish smoking material. If customer does not extinguish smoking material, turn “pump stop” switch on console to OFF and explain that gasoline cannot be dispensed in the presence of a flame.

Gas vendor is smoking at time of delivery.

Politely ask vendor to extinguish smoking material. Each such incident should be reported to supervisor.

Gasoline can only be dispensed into motor vehicles and containers (metal or plastic) specifically designed for gasoline.

Customer begins to dispense gasoline into a breakable or combustible container (glass, milk jug, etc.).

Gasoline must not be dispensed into containers placed on nonconducive surfaces

Customer begins to dispense gasoline into an approved container sitting on a floor mat in a sports utility vehicle or plastic bedliner in the back of a pickup truck.

Gasoline should not be dispensed into vehicle with motor running.

Customer pumps gas with vehicle motor running.

Turn “pump stop” switch on console to OFF. Use intercom to politely tell customer that gaso-line can only be dispen-sed into containers designed for gasoline. Turn “pump stop” switch on console to OFF. Use intercom to tell customer politely that gasoline can only be dispensed when container is placed on the ground. Turn “pump stop” switch on console to OFF. Use intercom to politely tell customer that gasoline can not be dispensed until motor is shut off.

Safety regulations must be conspicuously displayed on gasoline island.

Safety regulation sign is damaged or missing.

Notify supervisor for replacement.

All gasoline spills must be contained and cleaned up quickly. They are an extreme fire hazard.

Gasoline spill is 50 square feet or less (approximately 1/2 the size of a normal parking space).

1. 2.

3. 4.

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Spread Oil Dry or other absorbent material over area. Guard spills until dry. Notify customers and other employees that the hazard exists. Properly dispose of absorbent material. Never wash away or apply water to a gasoline or oil spill.

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Safety Precautions

Gasoline islands and dispensers should be inspected daily for leaks, damaged hoses, hazards and debris.

If:

Then You Should:

Gasoline spill is extensive (greater than 50 square feet) and/or is in a ditch flowing toward water or already in water.

Act quickly. 1. Turn “emergency cut off” switch to OFF. 2. Contain spill using whatever materials are available (Oil Dry, sand, etc.). 3. Secure area from traffic. 4. Notify manager and/or supervisor immediately. 5. Do not resume gasoline operations until notified by manager or supervisor to do so. 6. Never wash away or apply water to gasoline or oil spill.

Hose, nozzle, or nozzle swivel joint has a slow drip or leak.

2. 3. Leak at dispenser is serious and/or leak is inside dispenser.

1. 2.

Leak is caused by damage from automobile.

1. 2.

Some areas require that vapor recovery hoses be used at time of delivery (See “Understanding Vapor Recovery Requirements”).

Vapor recovery is required and vendor not connecting it to tank (using two hoses - one for fuel drop, one for vapor recovery).

Put “Out of Order” sign on nozzle and discon-tinue sales at that position. Notify manager and/or supervisor for repair. Follow instructions for small gas spill. Turn “pump stop” switch on console to OFF. Follow procedures for spill depending on size of spill. Turn “emergency cut off” switch to OFF. Follow procedures for spill depending on size of spill.

Notify supervisor of vendor’s action.

You have dual point vapor recovery at your location, and after delivery, you find vent blocked open indicating vendor did not properly use vapor recovery.

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that you know how to react in case of emergencies. If you have any questions about how you should react during an emergency, please consult your manager and/or supervisor. The following procedures should be used when accidents involving gasoline and other fuel products occur.  When gasoline comes in contact with the skin, wash the area immediately and thoroughly with soap and water. If skin irritation occurs, seek medical attention at once.  When gasoline comes in contact with the eyes, rinse the eyes immediately with water for at least 15 minutes. If the irritation persists, seek medical attention at once. Permanent damage to the eyes could occur if the irritation goes untreated.  When exposure to gasoline fumes occurs, move the affected individual as quickly as possible to a well-ventilated area away from the exposure site. If the individual’s breathing ceases, artificial respiration should be given by a qualified person. If symptoms such as coughing and or breathing difficulties occur, seek medical attention immediately. Some of the signs that indicate that a person has been overexposed to gasoline fumes include: nausea, weakness, headache, sedation and unconsciousness.  When gasoline is ingested, medical attention should be sought at once. Under no circumstances should vomiting be induced or the individual be given anything to drink until consulting with a physician. If the individual begins to vomit on his or her own, be sure to keep his or her head below his or her knees. This will reduce the possibility of the toxin reaching the lungs and causing further damage.

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11-2. Fuel Management Vapor Recovery Requirements Vapor recovery is a system for directing gasoline fumes generated during delivery back into the tanker. This is done for safety and pollution control. The vapor recovery system is required by law in some areas. If you are not sure if vapor recovery is required in your area, ask your supervisor. Vapor recovery is important because: ď&#x201A;§ Fumes are a fire hazard. Movement of liquid gasoline into an underground tank generates a considerable volume of fumes. ď&#x201A;§ Fumes are an environmental pollutant. How the System Works During a gasoline delivery, the tanker driver attaches a hose that runs from the tanker to the tank. As gas is being dropped into the tank, vapors in the tank must be displaced. In systems without vapor recovery, these vapors are released into the air via the vent line. The purpose of a vapor recovery system is to recover the displaced vapors and return them to the tanker and eventually to the terminal. This recovery is achieved by allowing the displaced vapors to return to the tanker through a second hose that runs from the tank to the tanker. The one sure sign that a vapor recovery system is being used is the presence of a second hose running back to the tanker for each product being delivered. The vapor recovery system, used properly, is somewhat slower than venting fumes to the atmosphere. How to Identify Vapor Recovery There are two types of vapor recovery systems: dual point and single point (coaxial). Most GATE stores use the single point system shown below.

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How and When to Check Vapor Recovery  During Delivery Look to see if a gasoline vendor is using two hoses for each grade of gasoline delivered. Single point (coaxial) vapor recovery will have two hoses on one nozzle.

 After Delivery Since the vapor recovery system is somewhat slower than venting fumes to the atmosphere, some vendors will block the vent open. If you have a dual point system and you were not able to check during delivery, check for evidence that a rock or other object was used to block the vapor recovery vent open. This will indicate that a gas vendor did not use the vapor recovery system but vented vapors into the atmosphere. What to Do If the Vapor Recovery System Is Not Used Properly During Delivery Failing to use or disabling the vapor recovery in areas where it is required is a safety and pollution violation. Any evidence of a violation must be reported to your supervisor immediately. Tank Regulations and Government Inspections All underground storage tanks containing fuel products are subject to federal, state and local regulations and inspections. Many of the records you keep, including

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inventory, product stickings and water levels, are required by law. Each location is subject to governmental inspections to ensure GATE’s compliance with the laws. A representative from GATE’s Environmental Department will be present at all compliance inspections to speak on GATE’s behalf. Should a government inspector wish to conduct an inspection without an Environmental Department representative present, you should notify your supervisor immediately. It is important that GATE not deny access to government inspectors. However, the inspector should be referred to the Environmental Department for answers to any and all questions. Sticking Tanks and Checking for Water “Sticking the Tank” means measuring the level of gasoline in the underground storage tank with a calibrated stick called a gauge stick. At the same time, the water level in the tank must be measured. Sticking Tank for Inventory Control and Leak Detection In addition to taking readings from the console and dispenser faces, the gasoline in the tanks must also be measured each day with the stick reading. Also, before and after each delivery a stick reading is taken. Loss of gasoline inventory could be the result of leakage from the storage system and must be investigated immediately. Checking for Water Water can accumulate in the storage tank from condensation and heavy rainfall. Water can also accumulate in a tank as a result of a leak. Therefore, it is required that we check the tanks for water each day when the inventory stick reading is taken. A special water detecting paste is used on the bottom end of the gauge stick to check for water. Sticking Tank to Measure Inventory Materials Needed:  Gauge Stick.  Writing paper with grades of gasoline listed.  Pen or pencil.  Water detecting paste.  Paper towels.  Gloves, if desired. Gate Operations Manual — rev. 2014

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 Gasoline tank conversion chart (not necessary for automated locations). Color Codes The lids for each grade of gasoline are color coded. It is important to learn these color codes. It is also important that all lids are properly and clearly coded. Color Code

Fuel Type

Solid white with black cross

Regular Unleaded

Blue with white cross

Unleaded Plus

Red with white cross

Premium Unleaded

Solid yellow

Diesel

Solid brown

Kerosene

NOTE: Kerosene tanks should be locked at all times to prevent cross drops. Procedure: 1. Apply water detecting paste to the gauge stick (change paste daily). 2. Open the manhole cover, unlock (if needed) and remove the fill tube cap. 3. Slide the stick, zero end first, carefully down the side of the fill tube. DO NOT DROP the gauge stick into the tank. It will result in a false reading and could puncture the tank. 4. Just as the stick touches the bottom, immediately bring it up. Do not move the stick around in the bottom of the tank. This may result in a false reading. 5. Look for a “wet look” on the black side of the gauge stick. where the “wet look” starts indicates the reading point.

The point

6. Record the measurement to the nearest 1/8th inch. 7. Record the water level as indicated by the water detecting paste to the nearest 1/8th inch. 8. Close and relock (if needed) the fill tube cap. If the fill cap does not fit securely, notify your supervisor that you need a replacement. 9. Replace the manhole cover. Be sure the cover is securely in place and flush with the pavement. 10. Wipe the gauge stick thoroughly with paper towels.

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11. Repeat the procedure for each tank. 12. Use the tank conversion chart for your size tank(s). Convert the readings from inches to gallons and record the results (not necessary for automated locations). Each size and shape tank has a specific chart. Be sure you are using the correct chart for each tank. 13. Report excess water levels to your supervisor. If you are unsure what constitutes excess water levels, consult your supervisor. Cautions:  Be alert to parking lot traffic while sticking tanks.  Replace poorly varnished gauge sticks. Notify your supervisor that you need a replacement.  When converting gauge stick readings to gallons, be certain the correct chart is used. When in doubt consult your supervisor. Maintaining Spill Containment Manholes around Fill Tubes Fill tubes are equipped with spill containment manholes to prevent the loss of product should an overfill occur. It is important that these manholes be clean of product, water and debris at all times if they are to serve their intended purpose. Spill containment manholes should be inspected (and cleaned if necessary) on a daily basis. If you discover standing product in a manhole, you should bail the product into the tank using a paper or plastic cup. If you discover water or oily water in the manhole, you should bail the substance onto a concrete or asphalt surface and allow it to evaporate. Should water accumulate on a regular basis, notify your supervisor that repairs are needed. Never fill the manhole with Oil Dry or other absorbent material as this creates a disposal problem and renders the spill containment useless. NOTE: Never use a shop vac or any other electrical vacuum cleaning system to remove product from spill contained boxes. Environmental Investigations and Clean Ups From time to time, a release of fuel product will occur. If the release is significant, an investigation may be conducted, and depending on the results of the investigation, a clean-up may be required. GATE relies on environmental consultants to conduct these investigations and clean ups. GATE’s Environmental Department will notify the manager and supervisor prior to all on-site activities. Should a consultant arrive unannounced to perform activities, you should notify Gate Operations Manual — rev. 2014

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your supervisor immediately. People are subject to making mistakes, and work has been performed at the wrong location in the past.

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11-3. Changing Fuel Prices Gasoline prices fluctuate sometimes frequently. When notified to change the price of a grade of gasoline, it must be changed at the:  Console;  Dispenser;  Sign; and Check and make sure that these areas display the same price. IMPORTANT: The price on the dispenser should NEVER be HIGHER than the price on the sign.  For a price decrease, change the dispenser first.  For a price increase, change the sign first. On mechanical dispensers, the price change mechanism is usually located on the side that displays accumulated Total Sales and Total Gallons.  Use the key to unlock the lower panel on the gasoline dispenser.  Record console and pump meter readings. For specific instructions see users guide for consoles and pumps or dispensers. Changing Prices on Signs There are a variety of signs for announcing gasoline prices to the public. Here are two universal steps for changing prices on these signs:  Do it safely.  Follow applicable procedures.

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11-4. Equipment Maintenance If dispensers or control units fail to operate, check to make sure that:  All cords are plugged in.  Circuit breakers are on.  Power control switches and levers on the equipment are in the ON position. If the problem persists, shut off the hose and promptly notify your supervisor. If the problem is confined to one dispenser or to certain dispensers, unaffected dispensers may still be used. If foreign objects or liquids get inside the console:  Turn the power off.  Call your supervisor as soon as possible. Routine Maintenance  Daily  Wipe the face of the console and intercom with soft a cloth. CAUTION: Do not use liquids or abrasive cleaners.  Wipe the dial faces on the gasoline dispensers.  Inspect dispenser hoses and connections for breaks and/or leaks. If a leak is detected, close down the pump and notify your supervisor.  Sweep or hose down the gasoline island. Pick up litter. CAUTION: Do not hose down dispensers.  Check for water in the gasoline storage tanks daily. Recheck after heavy rainfall.  Weekly When Needed  Wash gasoline dispensers with a soap and water solution. Wipe the hose and nozzle clean with soap and water. Polish dispensers with car wax.  Clean bugs from gas pump lights with a cleaning solvent.

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 Clean up oil and diesel spills. -scrub with a laundry detergent solution and broom. -hose down the area.  Be sure all hose retractors are operational. Notify your supervisor if you find defective retractors. Handling Equipment Failures Many times a problem can be corrected by store personnel without calling the Service Department. This guide sheet will help you identify and correct some of these problems. Check the guide sheet when a problem occurs. If the problem persists after following the instructions or is not listed, call your supervisor immediately.  Mechanical Problem IF

THEN

One dispenser does not work.

Call your supervisor. DON’T USE THE DISPENSER.

Display on one dispenser is different from console.

Call your supervisor. DON’T USE THE-DISPENSER.

(EXAMPLE: dispenser displays$2.00; console displays $5.00)

 Electronic Problem IF

THEN

One dispenser does not work.  Will not turn on.  Will not respond to console.  Will not dispense gas.

If possible, go to the gasoline island to read Price Per Unit (PPU) number on Pump Price Display.  Put in new price “000.00” (all zeros).

Each of the above occurrences indicates a specific problem. Call your supervisor and explain specifically what the PPU display is doing.  Both Mechanical and Electronic Problem IF

THEN

One grade is not working.

Sticks tanks to verify ground product level.  If out of product, call Fuel Service.  If Fuel Service is closed, call your supervisor.  If ample supply is in tank, call your supervisor

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THEN

One dispenser is leaking. • Hose is leaking. • Nozzle is leaking.  Swivel joint (under nozzle) is leaking.

Don’t use dispenser. Call your supervisor. Other dispensers may continue to be used.

There is a leak inside a dispenser.  Gasoline is running from underneath dispenser.  Gasoline is inside the dispenser.  A leak is visible when you open dispenser.

Press pump STOP button for that hose.  Check to see if it leaks when others are on.  Do not use the dispenser until repairs have been made.

All console lights are out.

Check to see if the circuit breaker is on and the console is plugged in. If the problem persists, call your supervisor.

Dispenser pumps gas slowly.

Cold weather may cause dispenser to pump slow.  Ask the customer to release nozzle, wait five seconds and try again. If the problem persists, call your supervisor.  Check to see if the gasoline filter needs to be changed.

Amount of sale pre-set on console is less than sale amount (Pre-set Overrun).

Do NOT use dispenser. Call your supervisor.

Torn or missing boot on nozzle.

Call your supervisor.

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CHAPTER

12 12. Risk Management 12-1. Reducing the Risk of Robbery In order to reduce the risk of robbery, GATE works to make our stores less attractive to robbers by concentrating on the following areas:  Cash control (including money orders and lottery tickets);  Store visibility;  Employee education and awareness; and  Store Lighting. Cash Control Cash control involves keeping the amount of cash (coins, bills and Food Stamps) available in the register to a minimum. Here are some recommendations for cash control:  When a large bill is offered to pay for a small purchase (For example - a $20 bill for a $3 purchase), ask the customer to wait until you can make change from the cash controller or ask if he or she has a smaller bill. Explain why you operate with limited cash available in the register. Under no circumstance should you refuse a large bill.  Police recommend that you keep a $2 bill under the $1 bills in each register drawer. Record the serial number of the $2 bill and keep the number in a safe place. In case of robbery, the “marked” bill can be hard evidence if the robber is apprehended. Do  Drop $20 bills immediately. Gate Operations Manual — rev. 2014

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 Be alert to anyone loitering in the store.  Lock the register(s) and take the key with you if you must leave the register area unattended. Turn the cash controller to OFF.  Check each large bill on both sides for evidence of alterations.  Learn the portraits and seals for each denomination to help you recognize counterfeit bills.  Place bills on register ledge until both you and the customer are satisfied that the change is correct.  Collect the customer’s money for purchase before counting the change.  Stamp, record and drop each check immediately upon receipt. Checks are not needed in the register. If taken in a robbery, they represent lost funds even though the robber cannot easily use them.  Stamp, record and drop each $5 and $10 Food Stamp immediately upon receipt.  If a customer “accidentally” drops money behind the counter, complete the sale with additional change from the register, close the register and then recover dropped money.  Operate only one register at night unless otherwise instructed.  When a register is closed, leave it empty and open with the drawer tipped up.  Limit time in the backroom to quick, necessary trips while working alone. Do Not  Leave the cash drawer open and unattended, even for a few seconds.  Turn your back on an open cash drawer, even for a second.  Argue with a customer about money tendered and change due.  Allow another customer to divert your attention from the register while waiting on a customer at the counter.  Have a predictable routine when preparing deposits or taking money to the bank.

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Handling Money Orders Safely When a money order is sold:  Be sure you have money orders available.  Double check the amount with the customer.  Ring up the sale.  Collect the money and make the proper change.  Imprint the money order.  Drop the money directly into the cash controller or safe. It is important to collect and drop the money for a money order purchase BEFORE IMPRINTING the money order. If you print the money order first, you can be robbed of the money order and not have the cash. NOTE: All money orders not being used should be locked in a safe place. Lottery Control  Load the instant lottery dispenser properly.  Perform inventory counts on instant ticket sales on each shift.  Correct the Sales Report from the lotto machine on lotto ticket sales on each shift.  Validate instant and lotto ticket wins.  Cancel wrong lotto ticket sales properly.  Pay lotto or instant ticket winners correctly. Lottery operation could differ from state to state. Please see your store manager or area supervisor if you have any other questions. Good Visibility Good visibility means that people on the outside of the store have a clear view of the inside of the store. The store sales associate should always wear the GATE uniform for additional visibility. Passers-by and cruising police patrols can see inside and identify store employees and observe any suspicious activity. Signs and Displays

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Do not block the view from outside with window signs or displays in or near the windows. If you have problems with window signs and/or displays, discuss them with the store manager or field supervisor. Lighting Make sure all outside lights are on after dusk. Report malfunctioning or damaged lights to get them repaired promptly. It is important to be able to see outside from inside the store after dusk. If the inside lights are brighter than outside there will be a mirror effect. Discuss ways to improve the lighting with your store manager and field supervisor. Employee Education and Awareness All employees must be trained and aware of the total Robbery Prevention Program. Here are some things each employee can do to avoid a robbery:  Read robbery prevention posters.  Take advantage of each training opportunity on robbery prevention.  Follow all policies that relate to the handling of register monies and drop procedures.  Be alert to what is going on inside and outside the store.  Greet each customer who enters the store.  When a customer seems to be just wandering around the store, ask if you can help.  When customers are not in the store, get outside the sales counter area and take care of other shift duties. A robber usually does not want to wait for you to get back to the sales counter.  Be aware of people who are loitering, parked in the store’s lot, or parked in vehicles across the street or near the store. Report them to the police with a description but do not leave the store.  Report other unusual or suspicious activity to the police.  Be cautious when people arrive on foot.  Be cautious of people who leave the store when other customers come in and return when you are alone. Call the police and request a patrol check.

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ď&#x201A;§ Wear your GATE uniform. In case of a robbery or during a patrol check, police will know that you work in the store.

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12-2. Preventing Violence During a Robbery In Case of Robbery Do Not  Argue with the robber.  Fight with the robber.  the money isn’t worth risking harm to you.  trying to attack an armed robber is foolish not heroic.  Use weapons.  weapons breed violence.  the robber’s weapon is already one too many.  Chase or follow the robber outside.  to chase a robber is to invite violence.  the police could shoot at you, mistaking you for a robber.  Do not estimate the amount of the loss.  if you are certain of the exact amount, tell no one other than a representative of GATE Petroleum.  do not make guesses. Do  Keep it short and smooth.  the longer the robbery takes, the more nervous the robber will be. The average robbery takes less than two minutes.  handle the entire procedure as if you were making a sale to a customer.  Obey the robber’s orders.  give the robber all cash and merchandise demanded.  let the robber know that you intend to obey. Robbers seldom hurt people who cooperate with them.

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 if you are not sure what the robber is telling you to do, ask.  keep calm and observe what the robber looks like and what he or she is wearing. Try to remember exactly what the robber says.  if it is safe to do so, try to note the robber’s exact height as he or she exits the store.  •Tell the robber about any possible surprises. -if you must reach for something or move in any way, tell the robber what to expect.  if someone is in the back room or vault or is expected in the store, tell the robber. After the robber leaves and it is safe to do so:  Lock the door(s) and call the police.  don’t hang up until the police tell you to do so.  Call the store manager and/or supervisor immediately.  after hanging up, stay near the phone.  Discontinue business until the police arrive.  fill in the robber description form (Addendum 1) while waiting for the police.  write down as much as you can remember. Answer as many of the questions as possible.  protect the crime scene. Don’t touch anything.

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Addendum 1 – In Case of Robbery

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12-3. Avoiding Conflict These guidelines will help prepare you for situations with customers that may escalate into conflict. Shoplifting Do  Be certain of what you saw.  what the customer took.  where the item was concealed.  did the customer replace the item later?  Know the specific item.  Ask questions rather than stating facts.  Give the customer the benefit of the doubt.  Consider the ramifications, now and later.  Record the event (theft, not robbery).  End the discussion if the customer becomes hostile or continues to deny that he or she has stolen something. Do Not  Touch the customer.  Touch the customer’s belongings.  Accuse the customer.  Talk down to the customer.  Try to restrain the customer.  Chase or follow the customer. Responding to the Situation  Ask the customer if he or she plans to pay for the item you suspect was shoplifted.

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 If you get an undesired response, ask a follow-up question.  If you get an undesired response, explain the store policy to explain why you are asking questions.  If you continue to get an undesired response, follow the local policy for reporting shoplifting. Record Local Ordinance and Store Policy (below): Local Ordinance:

Store Policy:

Loitering Do  Post “No Loitering” sign.  Size up the situation.  Decide if there is a real problem.  Think about what you will say.  Remember the “customer relationship.”  State store policy.  Return to the counter.  Act in a professional manner.  Act as if you expect cooperation.  Mention the police as a last resort only (call the police only if necessary). Do Not  Joke or call the customer names (e.g., hoodlums, thugs).

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 Try strong arm tactics.  Threaten or touch.  Argue, scold, point or provoke. Responding to the Situation  Speak to the person who appears to be the leader and state the store’s no loitering policy.  Ask them to leave.  Expect cooperation.  Return to the counter.  If the person or group does not leave, tell them you will call police. (Call as last resort, only if necessary.) Alcohol Related Sales If a person is under age or if a person shows signs of being intoxicated: Do  Refuse the sale.  Remove the item from the counter.  Speak calmly and slowly.  State the law.  Be firm and polite.  Keep the discussion private. Do Not  Try to win.  Try to justify the law.  Explain, argue or make excuses.  Touch the person.  Take alcoholic beverages away from the person.

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 Embarrass or humiliate the person.  Try to physically remove the person from the store.  Ring up any money left by the customer. Responding to the Situation  Use a firm, formal statement.  Remove the item from the counter.  State the law.  Turn slightly away. If the person persists  Politely ask the person to leave.  Repeat the law.  State the limits of your authority. If the customer doesn’t leave, tell him or her that you will have to call the police. Rude, Angry, Argumentative Customer Do  Maintain self-control.  Speak calmly and slowly.  Ask how you may help.  State the limits of your authority.  Limit your responses to solving the problem at hand.  Ask the person if he or she would prefer to return at a later time to speak with the manager. Do Not  Try to win, feel hurt or offend others.  Argue or try to have the last word.  Try to prove you are right. Gate Operations Manual — rev. 2014

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Responding to the Situation  Make eye contact.  Speak calmly and slowly, ask how you may help.  Give the customer the benefit of doubt if it does not violate the law or store policy.

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12-4. Physical Assult Awareness Introduction The chance of a woman living in the United States being raped in her lifetime is one in 12. The most important thing to realize is that you can be the victim of a sexual assault. There is no right way to respond to a confrontation. Every situation is different. Your single most effective weapon is your own judgment, so begin now to develop confidence and competence for good decision-making in all situations. You can become better prepared to protect yourself by doing the following:  Think about how you usually react in a crisis situation.  Think about whether you want to respond differently.  Think through various options.  Rehearse various options.  Decide before a crisis how you can react most effectively. If you are confronted with the threat of sexual assault, there are a number of ways you can protect yourself. For example, you can:  Negotiate with the attacker.  Stall for time.  Distract or divert the assailant, then flee.  Be verbally assertive.  Scream to attract attention and get help from people nearby.  Comply to avoid more serious physical harm.  Physically resist and fight off the attacker. Since people and situations vary, there is no single response that will always be right or wrong. You must use your own judgment. When Faced With an Assault Situation  Trust yourself.

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 Stay as calm as possible.  Maintain your self-control.  Evaluate the situation and choose a response that you feel is the safest.  Keep assessing the situation and looking for a way out.  If one option is not proving effective, try another. If You Are Sexually Assaulted  Get to a safe place and call the police as quickly as possible. There is a greater possibility that police will apprehend the assailant if you report the incident quickly.  Do not shower, bathe, douche or destroy any of the clothing you were wearing at the time. Do not disturb anything in the area in which the assault occurred.  Go to a hospital emergency department for medical care. Even if you do not think you have any physical injuries, you should be examined.  Call a friend or family member to help you.  Write down as much as you can remember about the assailant, the circumstances and what was said.  Seek the counseling services and assistance of a rape treatment or crisis center.

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12-5. Employee Safety Standards We want to make GATE a safe and healthy place to work. Accidents can be very serious, causing you pain and loss of work time. If you see unsafe conditions in the store, please report them immediately to your manager or supervisor so they can be corrected.





Based on the experience and suggestions of workers and supervisors from many industries, the following guidelines have been developed:  A good worker is a safe worker. Be sure you know the safe way to perform any job given to you. If there is any doubt about the safety of a practice, talk to your manager.  You are not expected, under any circumstances, to take unnecessary chances or to work under hazardous conditions without adequate safeguards.  Report any unsafe conditions or unsafe practices that you observe to your manager or supervisor.  Walk, don’t run!  Horseplay and practical jokes are dangerous and will not be tolerated.  Report all accidents to your manager as soon as possible regardless of whether anyone is hurt. In case of injury, seek first aid at once.  Obey all company rules and procedures; help fellow employees do the same.  Prevent slips and falls. Watch for spills or loose objects on floors. Clean up spills immediately.  Electrical cords present hazards. Do not allow cords to extend across common work areas, doorways, aisles or other walkways. When removing plugs from receptacles, grasp the plug not the cord.  Use special safety equipment wherever provided. Do not take a chance “just this once.”  Know where emergency phone numbers are listed or posted.  Do not create hazards for the next person.

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 Wear footwear that is suitable for work. Full covering shoes, not sandals, are required. High heels should not be worn.  Fighting, intoxication or failure to comply with safety standards may lead to immediate disciplinary action.  Use extra precautions when cutting boxes with a sharp-edged cutting tool. Move the blade of the cutter away from your body, making sure it is not going in the direction of anyone else.  Use a broom and dust pan to pick up broken glass (wear gloves, if supplied).  Keep your work area clean. Poor housekeeping causes accidents and wastes time. Maintaining Safe Equipment  Use tools and equipment as instructed.  Operate only equipment you are trained and qualified to use.  Do not overload pushcarts or dollies.  Immediately report any unsafe tools, frayed or defective electrical cords and unsafe machinery guards.  Do not use electrical or other equipment that is not working properly.  Do not lubricate, repair or clean any equipment while it is running.  Know where electrical breaker switches are located and what they control. Safety Items  Assume all electrical wires are “hot” until you are absolutely positive that they are not.  Keep water away from electrical wiring, switches, etc.  Do not use portable electrical equipment if your hands are wet or if you are standing on wet ground.  Inspect all ladders carefully before using. Report and do not use any ladder with a broken rung or other apparent defects. Always work safely from a properly positioned ladder.

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 Always face the ladder for overhead reaching. Never use unsafe ladders or makeshift steps. — no crates, chairs, or containers.  Do not use the top of any ordinary step ladder as a step. Maintaining a Safe Building  Report any unprotected floor or surface openings.  Be alert to loose floor tiles and inform your manager of any you find.  Aisles should be clear and clean at all times.  Keep all exits free of obstructions.  Keep all storage areas uncluttered.  Keep all rest rooms clean at all times. Trash and other materials are not to be stored in these areas.  Make sure lighting is adequate.  Deposit all trash in proper containers.  Check the floor around the ice maker after removing ice and wipe all wet spots.  Clean up spills immediately. Use wet floor signs in areas being cleaned or mopped.  Turn off electrical appliances when not in use. Disconnect when cleaning them. For Lifting and Stacking  Wear your lifting support brace.  When lifting, secure good footing, take a firm grip, keep the load close to your body, bend your knees, keep your back straight and LIFT WITH YOUR LEGS.  If the load is too heavy or awkward, get help.  Do not stack material in aisles.  Heavy stock should be placed on lower shelves and light stock on upper shelves.

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For Fires and Fire Prevention  In case of fire, call the fire department and give the store name and location.  Know where the emergency shut-off switch for gasoline pumps is located and how to use it.  Know where the fire extinguisher is located and how to use it.  Keep the fire extinguisher access unlocked and free of obstructions.  Observe all smoking regulations.  Do not keep gasoline or other flammable liquids or materials in open containers or use them for cleaning.  Do not throw lit cigarettes or matches into trash cans.  Do not smoke around gasoline pumps or the gasoline site.

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12-6. Customer Slips and Falls One of the company's most serious exposures with regard to liability insurance is the number of slips and falls that occur in our stores. The following guidelines offer a valid defense when these cases go to trial.  When it is raining outside, one “CAUTION — WET FLOOR” sign should be placed outside the front door, but not where a customer is going to trip on it. The second “CAUTION — WET FLOOR” sign should be placed inside the front door at the front edge of the first gondola. This gives the customer two (2) shots at a warning that the floors may be slippery because of the water condition.  Whenever the mop comes out of the back room, whether it is to be used to pick up a spill or to mop the entire floor, “CAUTION — WET FLOOR” signs must be used.  When Customer Accident Reports are filled out, the form must state that the “CAUTION — WET FLOOR” signs were on the floor if that, in fact, is the case. We don’t want to make this statement if it is not true, but their use can be a good defense point in liability cases.

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12-7. Fuel Precautions and Crisis Management Safety first is an important attitude in every activity. It is particularly important in handling gasoline. Gasoline can be and is most often handled safely. This is proven by the vast number of retail outlets and gallons pumped each day without incident. Yet, it takes only one careless moment for disaster to strike. Fire and Explosion Perhaps the greatest hazard that you are faced with when dealing with gasoline is the explosion hazard. It is important to remember that you can control this hazard if:  You eliminate all sources of ignition in areas where gasoline may be flowing; and  You eliminate the flow of gasoline to areas where an ignition source exists. Three types of switches at self-service locations control the flow of gasoline by shutting off the supply of electricity to certain areas. It is important that you understand each switch and the location to which it supplies electricity. Fullservice locations do not have a console so switches that are usually located on the console are not available there.  Emergency Cut Off: (Location varies for each facility. Ask your manager to point out the location at your facility.) Interrupts the flow of gasoline to all dispensers by completely shutting off the supply of electricity to all submersible-pumps and dispensers.  Emergency Stop: (Located on the console.) Interrupts the flow of gasoline to all dispensers by shutting off the supply of electricity to all dispensers but not to the submersible-pumps.  Pump Stop: (Located on the console.) Interrupts the flow of gasoline to individual dispensers by shutting off the supply of electricity to the individual dispenser only.  In locations that have the Retalix system, the register is your console. Using the STOP key on the register will shut off the flow of gas at the pumps. Safety Chart Gate Operations Manual — rev. 2014

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The guidelines listed in this safety chart will help you handle gasoline safely. Safety Precautions

If:

Then You Should:

Learn the location and operation of the “emergency cut off” switch.

An accident or fire hazard occurs.

Turn “emergency cut off” switch to OFF.

Learn the location of the fire extinguisher and know how to use it in case of an emergency. Keep fire extinguisher charged and in date.

A paper/debris fire occurs in parking lot away from gasoline island.

Use fire extinguisher to extinguish flame.

A paper/debris fire occurs but is not controllable with fire extinguisher.

Follow the instructions for gasoline area fire.

A fire occurs in the gasoline island area.

Customer is smoking while dispensing gasoline or in presence of others dispensing gas.

Turn “emergency cut off” switch to OFF. 7. Contact fire department. 8. Do not try to put fire out. Do not pour (hose) water on fire. 9. Notify store manager and/ or supervisor. 10. Remain calm and get out of the way.

6. Customer is smoking while removing nozzle and before dispensing gasoline.

Gasoline can only be dispensed into motor vehicles and containers (metal or plastic) specifically designed for gasoline.

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Turn “pump stop” switch on console to OFF. Use intercom to politely ask customer to extinguish smoking material. After it is extinguished, resume operation. Use intercom to politely ask customer to exting-uish smoking material. If customer does not extinguish smoking material, turn “pump stop” switch on console to OFF and explain that gasoline cannot be dispensed in the presence of a flame.

Gas vendor is smoking at time of delivery.

Politely ask vendor to extinguish smoking material. Each such incident should be reported to supervisor.

Customer begins to dispense gasoline into a breakable or combustible container (glass, milk jug, etc.).

3. 4.

Turn “pump stop” switch on console to OFF. Use intercom to politely tell customer that gaso-line can only be dispen-sed into containers designed for gasoline.

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Safety Precautions

If:

Then You Should:

Gasoline must not be dispensed into containers placed on nonconducive surfaces

Customer begins to dispense gasoline into an approved container sitting on a floor mat in a sports utility vehicle or plastic bedliner in the back of a pickup truck.

Gasoline should not be dispensed into vehicle with motor running.

Customer pumps gas with vehicle motor running.

Turn “pump stop” switch on console to OFF. Use intercom to tell customer politely that gasoline can only be dispensed when container is placed on the ground. Turn “pump stop” switch on console to OFF. Use intercom to politely tell customer that gasoline can not be dispensed until motor is shut off.

Safety regulations must be conspicuously displayed on gasoline island.

Safety regulation sign is damaged or missing.

Notify supervisor for replacement.

All gasoline spills must be contained and cleaned up quickly. They are an extreme fire hazard.

Gasoline spill is 50 square feet or less (approximately 1/2 the size of a normal parking space).

5. 6.

7. 8.

Gasoline islands and dispensers should be inspected daily for leaks, damaged hoses, hazards and debris.

Gasoline spill is extensive (greater than 50 square feet) and/or is in a ditch flowing toward water or already in water.

Act quickly. 7. Turn “emergency cut off” switch to OFF. 8. Contain spill using whatever materials are available (Oil Dry, sand, etc.). 9. Secure area from traffic. 10. Notify manager and/or supervisor immediately. 11. Do not resume gasoline operations until notified by manager or supervisor to do so. 12. Never wash away or apply water to gasoline or oil spill.

Hose, nozzle, or nozzle swivel joint has a slow drip or leak.

5. 6.

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Put “Out of Order” sign on nozzle and discon-tinue sales at that position. Notify manager and/or supervisor for repair. Follow instructions for small gas spill.

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Safety Precautions

If:

Then You Should:

Leak at dispenser is serious and/or leak is inside dispenser.

3. 4.

Leak is caused by damage from automobile.

3. 4.

Some areas require that vapor recovery hoses be used at time of delivery (See “Understanding Vapor Recovery Requirements”).

Vapor recovery is required and vendor not connecting it to tank (using two hoses - one for fuel drop, one for vapor recovery).

Turn “pump stop” switch on console to OFF. Follow procedures for spill depending on size of spill. Turn “emergency cut off” switch to OFF. Follow procedures for spill depending on size of spill.

Notify supervisor of vendor’s action.

You have dual point vapor recovery at your location, and after delivery, you find vent blocked open indicating vendor did not properly use vapor recovery.

Treatment for Exposure The products that you work with are safe if you understand how to handle them properly. However, these products can be hazardous. Therefore, it is important that you know how to react in case of emergencies. If you have any questions about how you should react during an emergency, please consult your manager and/or supervisor. The following procedures should be used when accidents involving gasoline and other fuel products occur.  When gasoline comes in contact with the skin, wash the area immediately and thoroughly with soap and water. If skin irritation occurs, seek medical attention at once.  When gasoline comes in contact with the eyes, rinse the eyes immediately with water for at least 15 minutes. If the irritation persists, seek medical attention at once. Permanent damage to the eyes could occur if the irritation goes untreated.  When exposure to gasoline fumes occurs, move the affected individual as quickly as possible to a well-ventilated area away from the exposure site. If the individual’s breathing ceases, artificial respiration should be given by a Gate Operations Manual — rev. 2014

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qualified person. If symptoms such as coughing and or breathing difficulties occur, seek medical attention immediately. Some of the signs that indicate that a person has been overexposed to gasoline fumes include: nausea, weakness, headache, sedation and unconsciousness. ď&#x201A;§ When gasoline is ingested, medical attention should be sought at once. Under no circumstances should vomiting be induced or the individual be given anything to drink until consulting with a physician. If the individual begins to vomit on his or her own, be sure to keep his or her head below his or her knees. This will reduce the possibility of the toxin reaching the lungs and causing further damage.

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 Image Vault (Closed Caption Video)

IMAGE VAULT PROCEDURES

HOW TO SIGN ON: 1. Left click on OPEN on upper right hand side of screen. 2. A smaller screen with USER NAME AND PASSWORD will appear with a VIRTUAL KEYBOARD. Using the mouse, type in “MANAGER” as the password and click OK twice to begin

HOW TO VIEW LIVE MODE: 1. After signing on, click on camera to view, at right of screen (On site)

2. Click on GO LIVE at bottom of screen to watch live view.

3. Use arrows ◄►at bottom of screen to go back or forward to review by minutes, hours or days.

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(calendar will appear) select date and time & click OK 4. Click CONTINUOUS and arrows ◄ ► for desired speed and direction to view.

5. Press STOP ▀ to pause.

HOW TO SYNCHRONIZE TWO OR MORE CAMERAS: 1. After signing on, open desired cameras 2. Click on small symbol next to DATE AND TIME at bottom of screen (a virtual

calendar will appear) select date and time to view & click OK 3. Left click on screen with desired time and date until you see this symbol ↔ hold and drag to other screens and you will have the same date and time on all open cameras. 4. Select CONTINUOUS & CYCLE THROUGH OPEN WINDOWS Gate Operations Manual — rev. 2014

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5. Click on grey arrows ◄ ► for desired speed and direction to view.

HOW TO RANGE LOCK VIDEO: 1. After signing on, left click on CATALOG at the top of the screen. 2. Click on RANGE LOCK.

3. Click on one of the Range Locks that are NOT IN USE and left click on Add

4. Right click on Date and left click on EDIT THIS VALUE, a virtual calendar will appear

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5. Click on desired date and time, you can move up or down using the up and down arrows▲▼ and click OK

6. Right click on RANGE LOCK DURATION-MINUTES, Click on EDIT

THIS ENTRY, enter # of minutes to view and click OK

7. Right Click on DESCRIPTION and click on EDIT THIS ENTRY 8. Type in description (For example: ROBBERY, THEFT, SHOPLIFTER, ETC.) and click OK 9. Click ADD to set RANGE LOCK and click OK

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HOW TO COPY RANGE LOCK TO CD: 1. After signing on, left click on CATALOG at the top of the screen. 2. Click on COPY TO REMOVABLE DISC.

3. Select LOCKED RANGE and choose the range lock to copy 4. Click COPY

HOW TO VIEW VIDEO IN RANGE LOCK: 1. After signing on, click on CATALOG 2. Go to VIEW & select the name of range lock you want to review (For example: Robbery, Theft, Shoplifter, Etc. etc.)

Choose from the list of range locks by name

3. Open any camera and Click on grey arrows ◄►for desired speed and direction to view.

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HOW TO COPY A CD BY DATE AND TIME: 1. After signing on, left click on CATALOG at the top of the screen. 2. Go to COPY TO REMOVABLE DISC 3. Click BY DATE AND TIME

4. Right click on Date and click on EDIT THIS VALUE

5. Highlight Date or time you need to change. 6. Use up and down arrows ▲▼to change what you just highlighted. 7. Click OK

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8. Right click on MINUTE Box 9. Click on EDIT THIS ENTRY 10. Enter # of minutes 11. Click OK then COPY HOW TO VIEW FROM CD COPY: 1.

Insert CD into your PC’s CD DRIVE, the IVVIEW program should launch automatically. If it does not, access your CD DRIVE from “My Computer”

2. Once the IVVIEW program is open, click on OPEN button in the lower left corner of the screen.

3. Select and open the CD Copy CLS file on the CD. 4. You may then playback the copied video as if you were connected to the unit HOW TO VIEW SPECIFIC EVENTS (EXTERNAL AUDIT TRAIL): 1. After signing on, click on AUDIT TRAIL on the bottom right of screen; automatically AUDIT LOG FILTER will open, click on the calendar symbol to choose time and date to view

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2. Click on VIEW and scroll to find type of event you wish to review (For example: COUPONS, VOIDS, REFUNDS, DROPS, ETC…)

3. Once the type of event is highlighted, double click to view the selected transaction (the appropriate camera will open at that precise time and date).

You will also be able to view the journal as transaction is being processed by cashier (DEVICE DATA screen towards bottom right of screen). Gate Operations Manual — rev. 2014

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HOW TO LISTEN TO AUDIO: 1. Select camera, time and date to view, right click anywhere on open camera and select PLAY AUDIO AT THIS IMAGE

2. Press PLAYBACK button on APR-1 (Grey box) and adjust volume. 3. Select CONTINUOUS and click on grey arrows ◄►for desired speed and direction to view.

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12-8. Christmas Security Procedures Listed below are security procedures that should be conducted during December 24th and 25th. Contact your supervisor should you need further directions:  Make sure all door locks are working properly. Change locks if necessary.  Be sure a partial bank deposit has been made before 5:00 p.m. on December 24th.  Safe key is to be removed.  Register drawers are to be left open with cash drawer positioned “on end”.  A night light is to be left on over the sales counter area.  Be sure to check the freezers and vaults for proper operation at the close of business on December 24th. Check for proper operation again on Christmas day in the morning.  Make sure that all stores have proper phone numbers on the front window in case of emergency.  Check to make certain rear exit is 100% secure.  Turn off gas pumps.  Turn off coffee maker.  Turn off Icee machine.  When opening back up, check all equipment for condition and temperature.  Drop all money, money orders, lottery tickets, and drafts into the safe.  Bring any merchandise displayed outside the store into the store.

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12-9. Hurricane Preparedness As you know, the hurricane season extends into the month of November. A hurricane is defined as “A gale force wind in excess of 80 mph, or as defined by the Weather Bureau.” Please familiarize yourself with the following plans and procedures to be implemented in the event that your store should be affected by a hurricane.  Determine which stores must be boarded up with plywood.  Have plenty of duct tape or masking tape on hand to tape the windows and doors.  Take all readings and do a cash report.  Count cash (if time permits).  Make a bank deposit.  The change fund, money orders, lottery tickets and beer drafts, should be locked in a bank bag or double bagged and wrapped in plastic trash bags and locked in the Tidel.  Turn off all breakers except refrigerated cases (including gas).  Move as many perishable items as possible higher up on the shelves or place in shopping carts before leaving the store. Put cigarettes in the vault, but not on the vault floor.  All front-end displays and outside displays should be moved to the back of the store or into the back room.  Tie down or bring into the store any outdoor objects that winds can transform into missiles (e.g., trash cans and lids).  Call for a police escort to the bank, but be prepared to make the deposit alone if the escort is not available.  Check ahead of time to make certain that you have keys for the front door. Also make sure that the hole in the bottom of the door jam where the locking pins go is cleared from trash and debris so that the doors will actually lock.  After the store is locked, leave as soon as possible.

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 Managers must have a listing of the employees and their home phone numbers in their possession when they leave the store.  When to leave the store will be determined on a store-by-store basis. This will be determined by the Store Manager, Supervisor, or local law enforcement agency.  A special McLane drop shipment to the affected stores will have already been arranged by Sales and Marketing.  Use common sense and good judgment if communication with your Supervisor or the Division Office is not possible. After the hurricane is over and it is safe to return to your store, please do the following:  Return to the store as soon as possible to determine if the store is operational. If so, open the store for business. Check all perishable products; in the event that you still have power problems, call your supervisor to find out if products can be moved to other stores.  If refrigeration has been off for 6-12 hours, do not sell any products that will spoil (e.g., milk, ice cream, frozen foods). Wait for instructions on disposal of all spoiled merchandise.  Check all electrical equipment to make sure that it is running. If not, call Service Department through your supervisor.  If necessary, use your insurance card as a form of I.D. in case of any problems returning to the store.  Report to your supervisor as soon as your store conditions have been determined. Remember that as soon as a problem occurs, or the news media feels there is a potential hurricane in the area where our stores will be affected, the person in charge should contact his/her supervisor and/or division manager's office immediately. This list is intended only as guidance and is not an all-inclusive list.

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12-10. Store Opening and Closing Checklist The following Checklist for Store Openings and Closings enables Supervisors to properly contact suppliers and vendors and ensure that store operations are properly managed during transition periods which arise from situations like remodeling; rebuilds; new build-outs; or, disasters. Complete the list below with the names of current vendors and current contacts you would notify regarding the opening or closing of this store. Keep the list updated regularly with the names of current contacts and their telephone numbers. You may obtain new checklists from Field Operations. Operation or Responsibility

Contact

Telephone No.

Accts. Payable Accounting Auditors Auto Trader Bank Barjan Beer / Wine Brown & Williamson Canada Dry Cleaning Supplies CO2 Coca-Cola Coca-Cola USA Competitive Edge Copy Machine Credit Card Machine Dandee (Sandwich Vendor) Dolly Madison

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Operation or Responsibility

Contact

Telephone No.

Doughnut Company Flowers Bakery Fountain Pumps Frito Lay Fuel Service Garbage Collection Ice Cream Icee Insurance Jones & Son Lawn Service Lilâ&#x20AC;&#x2122; Debbie Lorillard Lottery Lotto Magazines Map Service McLane Milk Company Money Orders Newspaper Novelty Vendor Office Personnel Payroll Pay Telephones Pepsi Pest Control Phillip Morris

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Operation or Responsibility

Contact

Telephone No.

R J Reynolds R.C. Rugs Sanitary Supply Security Service Department Sign Company Sno 2 Go Stamps Tax Dept. Telephones Teller Machines (ATM) Utilities

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CHAPTER

13 13. Management Policies & Procedures This will provide Procedures & Polices that are specific to the roles of Management

13-1. Price Change Counting the Price change  The store will receive a notification that a Price Batch needs approved in the StorePoint End of Day or Price Management screen.  Sometimes a supporting Excel spreadsheet will also be sent from the office. If this is the case, the spreadsheet will have the items divided by department.  The items with retail changes should be counted.  The counts should be multiplied by the dollar amount of the price change.  All items in the same department should be added together. This becomes the price change for each department Entering into Office        

Enter StorePoint Office. Sign in. Select the inventory tab. Open supplier invoice document. Push Insert. Select the vendor Price Change Adj. In the field Invoice, enter the store number and date. In the field Control Total enter 0.

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 Push Items .  Select the department or departments for which there is a price change or adjustment.  In the Supplied Quantity column, enter a 1 on each line.  The Cost column should remain 0.  In the Retail column enter the price change or adjustment for each department. A positive number is a mark up while a negative number is a mark down.  Push Approve.  Print the price change.  Send the price change with supporting documentation to Home Office.  If a supporting Excel spreadsheet was used, the sheet should be emailed to pricebook and the station supervisor as notification that the price change was completed.

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13-2. Receiving Merchandise in StorePoint This option is used for New Delivery, Delivery List, New Return, Returns List, Send Data, and Delete Data.  New Delivery  This function is used for receiving items from a vendor. Steps: 1. Starting at Main Screen 2. Select the icon “StorePoint”. This will open StorePoint Pocket Office application.

3. Select Receiving 4. Select New Delivery

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5. Scan any item in the delivery 6. Highlight the appropriate vender and select next

7. Select next to accept your Stock Location

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8. 9. 10. 11. 12. 13.

Enter Invoice Number (from paper invoice) Confirm Date Enter Quantity (total amount of items) Enter Cost (from paper invoice) Enter Lines (number of different items) I readily available Select next

14. Scan the item 15. Enter the Quantity 16. Scan next item 17. Enter theQuantity (Repeat steps 14 thru 17 until complete) 18. Select next

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19. Modify the delivery if required a. Edit - change the amount of an item received b. Delete - remove a line c. Receive - return to the item entry screen d. Search - look up items by barcode, description, or order number 20. Select next

21. Confirm the invoice a. Inv. â&#x20AC;&#x201C; Numbers you entered to begin invoice b. Del. - Actual values for what was scanned c. Diff: - The difference between invoice and scanned items 22. Select Finalized 23. Select next to complete (This will place the invoice in the Supplier Invoice Document of StorePoint.

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 New Delivery with a Template Steps: 1. Starting at Main Screen 2. Select the icon “StorePoint”. This will open StorePoint Pocket Office application.

3. Select Receiving 4. Select New Delivery

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5. 6. 7. 8.

Use the alpha button to use text Start to type the name to look up the vendor Press the alpha button again to return to using numbers Select the vendor and press next

17. Select the now available Template button and select the template. 18. Press Next to continue

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11. Enter Invoice Number (from paper invoice) 12. Confirm Date 13. Enter Quantity (total amount of items) 14. Enter Cost (from paper invoice) 15. Enter Lines (number of different items) if readily available 16. Select next

17. There will be a list of all items in the template. 18. Highlight the first one and press Edit. 19. Enter the quantity. 20. Press Next. 21. Repeat steps 18 through 20 for all items

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22. Modify the delivery if required a. Edit - change the amount of an item received b. Delete - remove a line c. Receive - return to the item entry screen d. Search - look up items by barcode, description, or order number 23. Select next

24. Confirm the invoice a. Inv. â&#x20AC;&#x201C; Numbers you entered to begin invoice b. Del. - Actual values for what was scanned c. Diff: - The difference between invoice and scanned items 25. Select Finalized 26. Select next to complete (This will place the invoice in the Supplier Invoice Document of StorePoint.

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13-3. Creating Delivery List in StorePoint This function is used to recall an invoice that has not been finalized or has been saved locally. This function will allow the user to delete the invoice or to view its properties. While viewing the invoice properties, the ellipses will show the line item detail. It will not allow editing. To edit an invoice that is not finalized, use the new delivery function. Steps 1. 2. 3. 4. 5. 6.

At the main screen, select Receiving Select Delivery List Select the saved invoice To delete press Delete then OK. To view properties, press Open. If viewing, push the ellipsis to view item detail. Push OK, OK, OK to back out.

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ď&#x201A;§ New Return Steps: 1. 2. 3. 4. 5.

Select Receiving Select New Return Scan any item in the delivery Highlight the appropriate vender and select next Press Next

6. Enter Invoice Number (from paper invoice) 7. Confirm Date 8. Enter Quantity (total amount of items) 9. Enter Cost (from paper invoice) 10. Enter Lines (number of different items) I readily available 11. Select next

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12. Scan the item 13. Enter the Quantity 14. Scan next item 15. Enter the Quantity (Repeat steps 14 thru 17 until complete) 16. Select next

17. Modify the delivery if required Edit - change the amount of an item received Delete - remove a line Receive - return to the item entry screen Search - look up items by barcode, description, or order number 18. Select next

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1. Confirm the invoice Inv. â&#x20AC;&#x201C; Numbers you entered to begin invoice Del. - Actual values for what was scanned Diff: - The difference between invoice and scanned items 2. Select Finalized 3. Select next to complete (This will place the invoice in the Supplier Invoice Document of StorePoint. Note: You may select next without selecting Finalized. This will allow you to suspend invoice receiving and return at a later time.

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13-4. Vendor Return List / Invoice This function is used to recall a Return invoice that has not been finalized or has been saved locally. This function will allow the user to delete the invoice or to view its properties. While viewing the invoice properties, the ellipses will show the line item detail. It will not allow editing. To edit an invoice that is not finalized, use the new delivery function. Steps 1. 2. 3. 4. 5. 6.

At the main screen, select Receiving Select Return List Select the saved invoice To delete press Delete then OK. To view properties, press Open. If viewing, push the ellipsis to view item detail. Push OK, OK, OK to back out.

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ď&#x201A;§ Stock Counts: This function is used to correct the balance on hand of an item. The user will select what items to count. This function is not to be used on days an item is delivered. Steps 1. Select the DDR Icon 2. Enter User Name and Password 3. Select OK

4. Select Stock Count

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5. Highlight Free Count 6. Select Next

7. Scan UPC or Order tag

8. Enter the QTY 9. Select Update In trans today – On ordered but not delivered In trans future – Expected future order but not ordered Received today – Current delivery Sold today – current day’s sales Plus [+] – Adds to the current Qty Gate Operations Manual — rev. 2014 Page 264 of 276 Multiplier [*] – Use the number 10 when counting cigarette cartons

Management Policies & Procedures

Ellipses […] – Item’s properties Plus [+] – Adds to the current Qty Multiplier [*] – Use the number 10 when counting cigarette cartons

10. Select Next (This will allow you to review the counts) Edit – allows changing the count Undo – Removes the count Count – Allow you to continue counting

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11. Select Next twice to complete the count

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13-5. Store Use Merchandise Proper guidelines must be in place to account for merchandise removed from inventory for store use.  Merchandise removed from the display shelf for use in the store must be accounted for by making an inventory adjustment to the proper category When can merchandise be used for Store Use?  Prior approval from the Store Manager or Assistant Manager for store use merchandise  Proper posting of the store use merchandise adjustment to inventory to prevent out of balance issues  Clearly mark the merchandise as “Store Use”  Store use merchandise must be included in the audit  Expense items specifically received from the supplier for store use  Expense items purchased with a store paid out for store use  Account for store use merchandise adjustments to inventory on the next Daily Store Report

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13-6. Daily Operations Checklist The following checklist for Daily Operations provides quality assurance and direction around routine maintenance and daily practices. Using this daily checklist helps ensure your store operates in accordance with GATE Standards. A supply of these checklists are available for you through Field Operations. RESPONSIBILITY



Gasoline Operations 1.

Identify Competition

Survey Prices Daily

 

Equipment Operation (MPD’s, highline consoles) 1.

Price-changing procedures

Pump hoses, nozzles, boots, re-coil cords

Inspect gas dispensers, doors, and pumps

Gasoline Ordering, Deliveries, and Tank Stickings

   

Gasoline Spills, Leaks, and Contaminated Product 1.

Course of action for each application

Contact the Environmental Department 1-800-479-9858

 

Hours of Operation: Days, Weekends Allocated Hours for Peak Days and Trends 1.

Paydays

Holidays

Weekends

  

Operational Issues 1.

Store image (Restrooms, floors, windows, coffee bar, etc.)

Clean driveways

Windshield cabinets

Oil dry

Pumps, islands, curbs, bollards (maint.)

Octane decals / company logos

Pump lights - product panels

Trash cans

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RESPONSIBILITY



Service Areas 1.

Water, vacuums, air hoses



Car Washes 1.

Supplies and maintenance

Inspections

Car Wash damage claims

Irate customers

   

Canopy Maintenance/ Fixtures 1.

Lighting

Columns, painted white

Fascia / channel letters

Graphics

   

Direct Store Deliveries / Traffic Flow / Business Interruptions 1.

Merchandise

Gasoline

 

Price Signs 1.

Clean, properly lighted, proper price displays

Posting prices

Numbers / product displays

  

Leadership & Performance Development of Sales Associates 1.

Communicate daily expectations eg. daily job assignments

Communicate schedule and any schedule changes

Share and disseminate new information

Check for understanding; and, clarify your expectations, direction, information, etc. with answers, examples and references to procedure manuals

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13-7. Record Retention and Document Storage Establish guidelines and retention timeline for store level documentation. Storage and disposal procedures should be in place to secure confidential information.  Documentation storage must be filed and secured in a safe place in the store for a period of no less than 3 months  Retention time requirements may vary and will be determined for each document type  Customer data such as credit card numbers if taken manually should be secured and sent to the corporate office for collection and disposal  Daily Store Report worksheets may be destroyed after 3 months  Shift Reports may be destroyed after 3 months  Shift Schedules may be destroyed after 3 months  Any Credit Card receipts should be sent to the corporate office store to be destroyed  Daily Reports from Money Order machine, lottery, electronic safe, gift card activation should be sent to corporate attached to the Daily Store Report

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13-8. Rehires and Training In the past, there have been some questions as to when a person is rehired, do they need to attend new hire training? As of the last division meeting (02-05-98) the following guidelines will apply when it comes to re-hires and training. Any employee who has been gone for a period of 1 year or longer, must attend the entire orientation program. Any employee who has been gone for a period of 6 months to a year, must attend day 1 of the orientation program. Any employee who has been gone for a period of 3 months to 6 months, attending orientation will be at the discretion of the training department and if he or she has all the required documentation in his or her file. Any employee who has been gone for 3 month or less, may be exempt from orientation if she or he has all the required documentation in his or her file.

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13-9. Employee Self Service System (Payroll/Benefits) GATE EMPLOYEE SELF SERVICE SYSTEM To Begin:  Double left click on Internet Explorer icon on desktop  Left click on Northern Division, Southern Division, Corporate, Construction Materials or Fuel Service  Left click on Self Service icon on left of screen  Enter User ID (employee number)  Tab down to Password (first 4 letters of last name and last 4 digits of social security number)  Left click on Submit (Welcome screen will appear) FROM HOME…. http://benefits.gatepetro.com Personal  Left click on Personal. Next, left click on Personal and confirm information is accurate. If information is not correct, call Human Resources at (904) 732-2334 or (904) 732-2329  Left click on Address to verify accurate information. Make any necessary changes (items with an * must be filled-in and email address must be gatepetro.com).  Left click on Submit. Next screen confirms update  Left click on Emergency Contact. Confirm or update, if necessary. Left click on Submit & confirm changes, if necessary  Left click on Time Off Request. Confirm information is correct, if it is not contact your manager.  Left click on Create Request for time off. Enter information and select absence code from drop down menu. Enter any comments in workflow. Click printer icon for a copy. Left click on Submit.  Re-enter Inbox: My Messages within 48-72 hours to confirm request was granted or if other information is needed  Left click on Employee Calendar. This allows you to view approved time off  Left click on Password. Enter new password & tab to enter a second time to confirm. Left click on Submit. Update screen will appear to confirm password was changed (Password should be changed after initial training session for your own security) Gate Operations Manual — rev. 2014

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Payroll  Left click on Payroll  Left click on Pay History to view prior check totals. Left click on Select for the paycheck desired to view. Left click on Continue. Left click on printer icon to print a copy. Left click on Return to List for additional pay history information  Left click on Prior Year Pay for the most recent year end pay history. Left click on Continue. Left click on printer icon to print  Left click on W-2 Information to view your most recent information  Left click on Direct Deposit Information to confirm your current information. If information is incorrect,  Left click on Direct Deposit Change  Left click on Change Direct Deposit Information. Enter necessary information for each account.  Left click on Submit. A confirmation will appear stating that your request has been updated and submitted  Left click on W-4 Information to confirm your current withholding information is accurate. If it is not accurate, left click on W-4 Form to print a copy of this form, if you need to make changes to current withholding information. This form must be completed and sent to payroll to make changes Benefits  Left click on My Benefits and confirm that your current insurance plans are correct. Changes can only be made during open enrollment or due to lifestyle changes  Left click on Benefit Changes. Enter date benefit change to occur. Left click on Submit. Enter reason for change: Marriage, divorce, birth of child. Be as specific as possible (name, gender, date of birth, social security number, etc). Specific details will allow faster processing of change. Left click on Submit. You will need to check Inbox: My Messages to confirm acceptance of changes or if further information is needed within 48-72 hours  Left click on Beneficiaries. Left click on Add box to add a beneficiary. Enter requested information, any workflow comments, confirm, and then click Submit. (Tax ID number is social security number. Each beneficiary must be entered separately). For additional beneficiaries, repeat.  To make changes on a beneficiary, left click on Beneficiaries. Left click checkbox next to name of beneficiary, left click on Change. Make the necessary changes and click Submit. Gate Operations Manual — rev. 2014

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 You will need to check Inbox: My Messages to confirm acceptance of changes or if further information is needed within 48-72 hours  Left click on Dependents and confirm information is correct. If you need to add a dependent, left click on Add and enter the requested information. Left click on Submit.  To make changes on a dependent, left click on Dependents. Left click checkbox next to name of dependent, left click on Change. Make the necessary changes and click Submit.  You will need to check Inbox: My Messages to confirm acceptance of changes or if further information is needed within 48-72 hours Inbox Left click on Inbox; next left click on My Messages to view your current messages. This is where you will receive response of pending changes or requests. Left click on message subject to view your messages. Left click on Back to Inbox to proceed to next message. Left click on Delete to delete message Company Left click on Company. This will contain various forms that you will be able to print. Help Left click on Help and left click on North America. This will provide you with written help to walk you through various procedures on Gate Employee Self Service Sign Off Left click on Sign Off to exit Gate Self Service.

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Appendix

CHAPTER

14 14. Document Appendix Select the desired document for reference or to Save / Print

14-1. Store Checklist / Forms / Documents Food Safety Training Checklist Food Safety Program Log (8-Foot Short Shelf) Food Service Checklist Food Service Associate Training Retalix Cheat Sheet (Fuel and Lottery) Retalix Full POS Cheat Sheet Cleaning, Chemical and Data Safety Sheets PCI Worksheet Daily Operations Checklist Visitor Check-in Log

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Appendix

14-2. Manager Checklist Candidate Evaluation Form Corrective Action Corrective Action – Cash Shortage Store Network Diagram Commendation of Performance Food Service Inspection Job Transfer Form Workman’s Comp Contact Sheet

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