ORIGINAL Congratulations on Joining Our Team!

Zoo Information

Policies and Procedures

What is Stratex?

Wildlife Connection

Zoo Background

What is Schedulefly?

The Zoo's animals act as living ambassadors for species in the wild, helping our guests make connections that inspire them to help conserve wildlife.

• Milwaukee County Zoo hosts over 3,000 individual animals of over 350 species
• Some are threatened, endangered or extinct in the wild

Stratex is SSA's employee database that each employee can log into and update their information, reach their paystubs, and access their W2.

From Stratex you can also view your hours worked per week.

denver.estratex.com

The Zoo is a part of the Milwaukee County. The grounds are approximately 200 acres. The Zoo moved to this location in 1958 from Washington Park.

Schedulefly is the site we use for all of our scheduling needs.

On Schedulefly, you will be able to:

• Access your weekly schedule
• Release, pickup, and trade shifts
• Obtain fellow coworkers contact information for picking up or trading shifts

www.schedulefly.com

ID Badges/Nametag

Transportation

Your badge must be worn at all times. Your badge is not only your name-tag but also your access to the zoo. Phone numbers on the back are for in case of emergency. Please do not misuse your badge.

All about the Schedule

Zoological Society

There are many ways you can get to work:

• Bus
• Biking
• Walking
• Driving
• Getting dropped off

No matter how you get to work, be courteous of the guests. Employees can enter through the Zoofari Gate, Gate 7 or the Walk-in Gate. Gate 7 can only be accessed before or after the zoo is open to the public. You must have your badge to get into the Zoo.

Employees MUST park in the back of the lot during the busy season, especially weekends.

Contacting Managers:

Hours/Calling In

How the Animals are Cared for

• The schedule runs Monday through Sunday
• Each schedule will be released the week prior
• Requesting off for days must happen at least 2 weeks in advance
• Calling in must happen at least 2 hours prior to scheduled shift
• The call in will be noted and marked as excused or unexcused
• Calling in after your scheduled time will not be excused

The Zoological Society is the Zoo's partner.

They oversee

• Zoo Pass Memberships
• Education programs
• Summer camps
• Volunteers
• Private fundraising
• Support research and conservation efforts
• Designs graphics throughout the Zoo
• Nights in June and Kids Nights
• Guest Services Desk.

STAR Cards

• Must call at least 2 hours prior to your shift
• Retail phone - (414) 256-5427
• Food phone - (414) 256-2516 or (414) 256-5461
• Warehouse phone - (414) 256-5419
• Catering call Manager's or Captain's cell phone
• If you need to leave work early:
• Must notify manager/supervisor PRIOR TO SHIFT
• DO NOT leave without speaking to supervisor

The Zoo works to provide them with veterinary care, balanced diets, physical and mental stimulation, and social groups similar to what they would experience in the wild. Due to the quality of care they receive, the animals often have longer lifespans than their wild counterparts.

Rewards/Incentives

CASH OFFICE

Picking Up Bank

Mystery Shopper

No Request off Days:

• Print name on sign-out sheet
• Count at the counting station to make sure you have $300
• $100 ones
• $130 fives
• $70 in coin (4 of each)

• Mother's Day - May 13th
• Memorial Day - May 28th
• Military Family Day - July 1st
• 4th of July
• Zoo Ala Carte - August 16-19
• Labor Day - September 3rd
• October Free Day - October 6th

Things You Need to Know!

Secret Shoppers come to evaluate us once a month.

Returning Bank

They grade each location and one employee from each location on a 1-5 point scale.

• Put all rolled coin at the bottom of the bank bag
• Loose coin goes inside ziplock bag
• Wrap all money with the bank slip and rubber band
• Lock bank
• Insert bank in glass box
• Wait for cash office employee to check your bag

First Aid

EXTRA Cards

Direct Deposit

• STAR Cards
• Mystery Shopper
• EXTRA Cards
• FAST Cards
• Employee of the Month
• Shout-out Board
• Big Weekend Competitions/Incentives
• Monthly Round-Up Contest
• Birthday Recognition
• Monthly Newsletter

• Direct Deposit is highly encouraged
• Bring 1 of the 2 below options to the cash office:
• Voided Check
• Typed letter from bank with routing and account number
• The cash office team will NOT accept hand written numbers
• Your direct deposit will be ready for the next respective pay period

Over/Short

Milwaukee County Zoo Hours

First aid is in each respective area you may work. Immediately inform your supervisor/manager if you get hurt during your shift. An incident report will be filled for any injury big or small.

Picking Up Check

• Banks are counted everyday and will reported
• If you are short or over you will receive a written reprimand
• $5 over or short and employee will receive a written reprimand
• An employee will receive a warning after 2nd reprimand and taken off register with 3rd reprimand
• $20 or more over or short an employee will be immediately taken off register

FAST Cards

• After 2 pm
• Sign out your check
• A cash office employee may ask for ID to ensure they are handing the check to the correct person
• You are the ONLY person that can pick your check up

• Where is the nearest first aid?
• Where is the nearest fire extinguisher?
• Where are the closest bathrooms?
• Where is the nearest severe weather shelter?
• Where is the closest ATM?
• Where is the closest emergency exit?

November - February

• Monday-Friday: 9:30 am to 2:30 pm
• Saturday-Sunday: 9:30 am to 4:30 pm

March 1 - May 25

• Daily: 9:00 am to 4:30 pm

May 26 - September 3

• Daily: 9:00 am to 5:00 pm

September 4 - October 31

• Daily: 9:00 am to 4:30 pm

Audit

Employee of the Month

Vending Refunds

• Once a month spotlight on an employee from each respective department
• Great guest service, team work skills and go above and beyond work standards
• Managers will decide each month for the month prior
• Receive a $25 visa gift card.

• Drawer audits are run weekly throughout the park
• The cash office will close out the current bank and load a new one into the register
• The employee will follow the cash office manager who will count and enter your bank
• If you are over/short you will be issued a reprimand on the spot

• The Zoo operates Penny presses, Mold-a-ramas, and Zoo medallion machines
• Direct guests to the Zoo Administration Office for these refunds
• SSA is responsible for all Pepsi, Ice Cream, and Chip/Snack vending machines
• Always accept an SSA vending refund
• If possible, offer a replacement product such as a water bottle
• Write down the product given or dollar amount on a receipt and place it in your cash drawer
• Take note of the location of the vending machine, and the specifics of the refund

IT-logins

Personal Appearance

Employment Verifications

What to Wear: Warehouse

• To log in to the computer, you will need a Windows and Focus Point login
• Provided to you by the Cash Office
• DO NOT SHARE
• Log out when on break/stepping away from register

What to Wear: Food

Requirements for Warehouse employee:

• Orange Zoo logo polo
• Undershirt solid Black
• Zoo issued lanyard on and ID must be visible.
• Hat not required but only Zoo logo hat is allowed
• Bill facing forward
• Black pants only
• Brown belt
• Brown shoes nonslip (steel toed preferred and highly recommended)
• Solid color socks

• If you need an Employment Verification list Service Systems Associates as your employer.
• Contact the Cash Office Managers to fill out the form:
• Meagan Card - meagancard@kmssa.com
• Conrado Delacruz - conradodelacruz@kmssa.com

Radio Protocol

Requirements for a Food employee:

• Blue Zoo logo polo
• Under shirt solid black or white
• ID worn on right-hand collar
• Zoo logo hat MUST be worn
• No other hats allowed
• Bill facing forward
• Black pants
• Black belt
• Black non-slip shoes
• Solid black or white socks

What to Wear: Retail

Requirements for a retail employee:

• Blue Zoo logo polo
• Under shirt is solid black
• ID worn on right-hand collar
• Hat if requested
• Only Zoo logo hat
• Khaki pants
• Black Belt
• Black Shoes
• Solid color socks

Utility Vehicle Operation

Hair

Radio calls should be short and to the point. Speak directly into the radio but never shout. If you need to relay sensitive information make a phone call instead of using the radio. SSA uses channel 3 on the radios.

Cash office is SSA Green and uses the following codes:

• Code 93 when you need change
• Code George for a pick up when you have big bills or a full drawer
• Code Special when someone needs a bathroom break
• Never use the word cash on the radio

Hair should be able to be pulled back

• Neatly combed and away from face
• Shoulder length or longer tucked under hat and out of face
• NEUTRAL/NATURAL COLOR ONLY
• Only a neatly trimmed mustache or beard
• Any head covering (skull cap/bandana)
• Solid in color
• Not visible with the hat
• Well groomed and professional in appearance

Makeup/Jewelry

Managers

Makeup is conservative and natural in appearance

• Professional

Jewelry is to be kept at a minimum to avoid damage or loss

• Earrings no larger than a quarter in size and simple
• Earrings may be worn in either/both ears, no more than 3 to each
• Facial piercings - one small stud on the nose
• No eyebrow, septum, bridge, dimple, Monroe, labret, medusa, and tongue piercings allowed
• Some positions require superior regulating based on the food and safety

What to Wear: Catering

Words to Use on the Radio

General Manager:

Stephanie Gray

Meal and Breaks

Requirements for Catering employee:

• Black Zoo logo polo or black button-down shirt
• Black button down provided by employee
• Under shirt is solid black
• ID worn on right-hand collar
• No hat
• Black pants
• Black belt
• Black nonslip shoes
• Solid black socks

Cell Phones

Drivers:

• You must be properly trained and certified with a valid driver's license to drive a utility vehicle.

Passengers:

• You should never ride in the back of the cart. Keep all limbs inside of the cart as well.

All Users:

• Do NOT overload the cart. Misuse of the cart will result in loss of privilege.

• Where to eat during break
• Where to smoke
• Please be professional during your lunch/break
• $4 deduction for eating food during break
• Entree and fountain drink
• Drip coffee and hot chocolate
• Buy all extras items, packaged food, Icees, ice cream and coffee drinks at 50% off - KEEP YOUR RECEIPT!
• How do breaks work?
• Supervisor will send you on your break
• Thirty minutes including walking time
• Late from break can result in a documented write-up

-Correction

-Did you Copy

-Stand-by

-WILCO

-Clear

-Negative

-Affirmative

-Say Again

-Go Ahead

• Do NOT be on your phone
• Do not use cell phone for personal business
• Let manager know of emergency call prior to shift
• No social media, phone calls, texting, email, taking or sharing photos or videos, playing music or videos, looking at websites, playing games or using bluetooth, headphones or apps
• If you are on break you can use phone out of public view
• Phone should ONLY be used to get a hold of supervisor or manager in case of an emergency

Social Media

• Do NOT post on social media about the Zoo while you are working
• When you are working you are an employee
• When you come as a guest you are a guest
• Divert all zoo news questions to Switchboard

Other Personal Appearance

Animals on Zoo Grounds

• Issued fleece only jacket
• $27 out of paycheck
• Clean uniform
• Well-groomed and professional
• Yoga pants, leggings, jeans, sweatpants, and athletic pants are NOT permitted
• No distasteful tattoos or visible tattoos above the shoulders
• Sunglasses must be approved by manager
• Gum is NOT permitted
• Decorative mouth pieces are not permitted
• Fake fingernails are NOT permitted.
• Fingernails clean, trimmed and natural in color
• Nails no longer than 1/4"

Roundup Donation

There are multiple animals on the Zoo grounds. This is their home so we need to be respectful!

• Turkeys
• Peacocks
• Deer
• Squirrels
• Chipmunks

Do NOT feed any animals.

Please do not touch any animals - living or deceased.

• If a deceased animal is found please call or radio base for removal.

We ask our guests to round up their change when at any of our registers to help support animal conservation.

"Would you like to round up to the nearest dollar for animal conservation?"

We do not take personal tips - any extra money goes to roundup.

In 2017 the projects included:

• Coastal Humboldt
• AZA Reproductive Management Center
• Proyecto Titi
• Bat Conservation International
• Eastern Massauga Rattlesnake Species Survival Plan
• Giraffe Conservation Foundation
• AZA Tiger Conservation Campaign
• Ocean Spirits

What is our goal for this year in roundup donation?

Unit Controller:

Conrado Delacruz

Retail Operations Manager:

Cassie Browne

Food Operations Manager:

Food Operations Manager:

Scott Anderson

Warehouse Manager:

Ian Shafer

Executive Chef:

Matt Mathiak

Catering Director:

Lisa Perez

Assistant Unit

Controller:

Megan Lindquist

Assistant Retail

Operations Manager:

Brianne Griebler

Assistant Food

Operations Manager:

Warehouse Assistant

Manager:

Mark Meyers

Executive Sous Chef:

Joshua Hochtritt

SWITCHBOARD

Catering Operations

Manager:

Larry Peterson

Bar and Beverage

Operations Manager:

Chelsea Hubal

There is an Emergency; What do I do?

Bomb/Terrorist threat

Suspicious Person

If you see a suspicious package, person or behavior:

• Notify Switch and be clear and concise
• Give Specific information and location
• Be prepared to help evacuate

What is Switchboard?

-This is where all incoming phone calls are answered and Zoo radio channels are monitored

-Switchboard is located in the Zoo Administration Office, in the U.S. Bank Gathering Place

When would I need Switchboard?

-For some pressed penny press, zoo medallion or mold-a-rama refunds, lost and found, and any zoo guest information

-If a guest asks you something that you don't know send them over to Switchboard

Evacuation

• Be prepared to move quickly
• Listen to your supervisor for further instructions

Fire Emergency

Weather Emergencies

• Know where the fire extinguishers are near your location
• Radio to switchboard and be clear and concise giving specific information and the location of the fire

Conclusion

• Protect yourself and guests
• Go directly to shelter
• Crouch as low to the floor as possible and keep your head covered
• Stay away from windows
• Stay until the all clear is given by switchboard on the radio

• Be prepared
• Get to know the zoo during your work day
• Know and report hazards and dangers in your area
• Know where the nearest escape route in your area is
• Know where extinguishers are located
• Know where first aid kit is in your area
• Know the zoo's emergency number and when to use it (its on your badge!)
• Stay Calm
• You got this!

Accidental and Medical Emergencies

Lost Child

• Notify switchboard of the emergency
• What to report?
• Location of emergency
• Age of the person
• Male/female
• Is the person conscious or breathing?
• Are there any known medical conditions?
• Refer to the back of your badge for emergency numbers
• If the emergency happened at SSA location - tell your manager so we can fill out general liability
• Look for and report what caused injury to prevent future injuries

• Stay calm
• Full description of the child
• Age, gender, hair color, color of clothing and shoes, etc.)
• Last location child was seen
• Call switchboard with the details in clarity
• Report to your supervisor/manager

Emergencies: Lost Child, Hurt Guest, Weather, Fire, etc.

• Be prepared
• Get to know the zoo during your work day
• The Zoo will play West Minster Chimes over the intercom for weather hazards
• Listen for the all clear on the radio after the emergency
• Report hazards and dangers in your area
• Call switchboard with full description if there is a lost child
• Know where first aid kit is in your area
• If you need to use it make sure to tell your manager
• Know the zoo's emergency number and when to use it (its on your badge!)
• Stay Calm
• You got this!

Animal Escape

Notification of Emergency

Advance warning via public address system

• West Minster Chimes will play on zoo loud speakers
• Listen closely for type of emergency
• Direct guests to shelter
• Help guests exit the zoo
• Get yourself to safety

Take Pride in What You Do

If you are reporting:

• Stay calm and let switchboard know:
• What is the animal
• Location and direction
• Is anyone hurt
• Can you SAFELY observe the animal?

If you hear a report:

• Stay calm
• Get the public to safety
• Stay off the radio
• Please do NOT try to be a hero

After the Emergency?

• Listen for the all clear
• Get the injured to first aid. Don't move injured unless in immediate danger.
• Stay out of damaged buildings
• Stay away from power lines
• Don't use matches or lighters
• If you smell fumes, leave and notify proper staff

Guest Service Training

• Every job and duty is important.
• We are giving our guests an experience with the job that we do.
• Treat guests, other employees and our animals with respect.
• Project the proper image.
• Help the guest abide by our policies.
• Keep the guests out of harm's way.
• Help keep the park clean.
• Participate in drills.

It is our duty to provide an environment for personal renewal and enjoyment for our guests.

Why is customer service so important?

• Enhance customer satisfaction
• Increases attendance and revenue
• A happy customer will tell 4-6 people about their experience
• An unhappy customer will tell 9-15 people about their experience.
• It gives us a better representation

How do I handle an Upset Customer?

1) Listen to their complaint - Why are they upset?

2) Acknowledge their complaint. Be understanding. Do NOT make excuses.

3) If you can fix the issue, GREAT! Do it immediately. If not get a supervisor/manager.

4) When things are resolved thank them and apologize for any inconvenience.

Remember LAST if it helps you!

L - Listen to the complaint

A - Apologize; always use "I" not "you"

S - Solve yourself or get someone who can

T - Thank them for bringing it to our attention and wish them well!

Thank you for coming to Orientation. We are looking forward to a great 2018 season with you!

Little Things Make a Big Difference!

• Greet guests with eye contact and a smile.
• Don't be on your phone!
• 10 feet: Eye contact; 5 feet: acknowledge and say hello
• Provide immediate service
• Be engaged
• Be aware of your body language
• Be upbeat and have a positive attitude
• Preserve zoo guest experience
• Thank each zoo guest and wish them a great day!

Let's Keep Things Safe

Theft of Money

Loitering

Food Locations

Restaurant Locations: 4

Snack Locations: 4

Popcorn Wagons: 4

Snack Carts: 4

Food Trucks: 2

Beer Locations: 2

Responsible Alcohol Training

• Theft of money is grounds for immediate dismissal and possible arrest
• Each bank is put into a reporting system and will show whether a cashier is over/short

FOOD SAFETY TOP 5

• Friends or family must pay full admission and parking to get into the zoo
• Not allowed to loiter near the employee will working
• You must also pay full admission and parking when visiting as a guest on your day off of work

Personal Protective

Equipment ("PPE")

• You must be 18 years or older to serve alcohol
• There are 8 food locations that serve beer
• There can be 2-10 catering locations serving beer, wine, and liquor
• If you already have bartending license, we will make a copy for your file.

When Serving alcohol

• To consume or buy alcohol, a guest must be at least 21
• You must ID everyone guest who appears at least 40 years old or younger
• Glass bottles are poured into plastic cups
• 1 ID is valid for (2) alcoholic drinks
• If the ID presented doesn't look like the person ordering:
• You should quiz them about the ID or you can ask for a second form of ID
• Contact a supervisor or manager for second opinion if needed

If a Guest seems to be Intoxicated:

• Call your supervisor over to help
• The supervisor will handle the situation
• Supervisor will call Squad 823 with description of the guest
• You are allowed to refuse service if necessary

FOOD

Daily Tasks

Food Service

PPE 101:

• Any equipment that is used to keep you safe during your work shift
• Examples: Hearing protection, Cut gloves, Wet Floor signs, Wearing non-slip shoes, Teaching Electrical and Environmental safety, Ladder safety, Good Ergonomics, etc.
• If there is anything you feel that would be beneficial to your safety, please let us know

1. HAND WASHING

Handwashing should happen after using the restroom, smoking, touching your face or hair, reaching in pockets, changing gloves, or changing jobs. This is not all inclusive.

2. GLOVES

Never reuse or blow into gloves. Gloves should never replace hand washing.

3. HEATING AND COOLING FOOD

Cook all hot food to 165° and hold at 135° or higher. Hot food must be discarded after 4 hours. Cold food must be 41° or lower

Temperature Danger Zone = 41° - 135°

4. FOOD STORAGE & DATING

Prepared food must always be dated for the day that it is made.

Storage (bottom shelf to top shelf): Poultry, Meat, Dairy, Produce, Ready-to-Eat Foods

5. CROSS CONTAMINATION

Switch cutting boards and utensils after each task. Make sure to sanitize the area after each task.

Opening Tasks

Throughout the Day

Guest Service

F - Friendly

• Smile and greet each guest!

A - Attentive

• Ask the guest, "What can I get for you?

S - Speedy

• Getting the guest their food quickly and safely

T - Thank you

• Always thank each guest

• We have location binders that will give a general list of opening procedures
• Each station will have an individual opening list per location
• Goal of opening: Stocking up your area to ensure you have everything for the day (food products, paper products, etc.)
• This time is crucial to set yourself up for success for the day
• Cooler Temperature Logs throughout the day

• Stocking Beverage Coolers, Soda Fountain Areas, and Condiment Areas
• Restocking Impulse Buys
• Keeping Dining Areas Clean by Wiping Down Tables, Chairs, High Chairs, and Sweeping
• Keeping up with Dishes as much as possible
• Maintaining a clean environment
• Assisting with light food prep, as needed

Theft of Product

Clocking In - Time Theft

Retail Locations

4 Retail Stores

3 Retail Carts

*All employees get 20% off in the gift shop

• Anything you need to get ready to work should be done before you clock in.
• Write down your time in and out on the paper form near the time clocks
• Remember to clock in under the correct work code

• Theft of product is grounds for immediate dismissal and possible arrest
• Not limited to cash registers, this also includes:
• Retail merchandise, cleaning supplies, food, drink, vending items, tools, equipment, office supplies, tickets for attractions or events, lost items, coworkers' belongings, etc.
• FOOD: If we don't make it, you don't take it
• Personal items should be locked in a locker and removed at the end of each day.
• SSA is not responsible for lost or stolen items.

Closing and Cleaning

RETAIL

• Close to Open
• Stock Orders
• Cooler Temperature Logs

Guest Service

E - Every guest is greeted

• Make sure that every guest who walks through the door is greeted

X - Cross paths

• Walk the store to be able to cross paths and talk with every guest

T - Take the time

• Get to know guests and don't rush through

R - Remember to suggest

• Always suggest a promo or other item they might like

A - Always thank each guest

*Members receive 10% off purchase with membership card

SSA - Milwaukee County Zoo Orientation

Congratulations on Joining Our Team!

"The Milwaukee County Zoo is, and will continue to be, one of Wisconsin's premier attractions. We hope you enjoy your experience as a member of the Zoo staff." - Chuck Wikenhauser - Zoo Director