Employee Manual

Missouri State Bookstore’s Convenience Stores

By Garrett Ruzicka

P a g e | I

Employee Manual

Missouri State Bookstore’s Convenience Stores

By Garrett Ruzicka

ENG 421: Advanced Technical Writing

Dr. Lyn Gattis

Missouri State University

Fall 2014

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Table of Contents

Abstract ..................................................... IV

Introduction .................................................. 1

Employee Dress Code ........................................... 2

Required Items .............................................. 2

Clothing Not Allowed ........................................ 2

Store Locations and Overviews ................................. 2

Bear Necessities ............................................ 2

Bear Stop ................................................... 2

Boomer’s .................................................... 3

Operating the Registers ....................................... 3

Booklog ..................................................... 3

To Open Booklog: .......................................... 3

Clocking In and Out ......................................... 3

To Clock In and Out ....................................... 3

Completing a Transaction .................................... 4

Keyboard Entries ............................................ 4

To Add a Keyboard Entry to a Sale: ........................ 5

Applying Discounts .......................................... 5

To Apply a Discount to a Sale: ............................ 5

Refunding Items ............................................. 6

To Refund an Item: ........................................ 6

Opening the Stores ............................................ 6

Counting the Drawers ........................................ 6

To Count the Cash Drawers: ................................ 7

............................................................ 7

Making Coffee ............................................... 8

To Make the Coffee: ....................................... 8

Fountain Drink Machines ..................................... 8

To Prepare the Fountain Drink Machine: .................... 8

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Stocking ...................................................... 9

To Stock the Coke Products: ................................. 9

Groceries ..................................................... 9

To Complete a Grocery Order: ................................ 9

Closing ...................................................... 10

Cleaning ................................................... 10

To Sweep the Floors: ..................................... 10

To Mop the Floors: ....................................... 10

Cleaning the Coffee Area ................................. 11

Stocking ................................................... 11

Fountain Drink Machines .................................... 11

To Remove the Fountain Drink Machine’s Nozzles: .......... 13

Closing the Registers ...................................... 13

To Count down the Drawers: ............................... 13

To Add the Ending Balance to Booklog: .................... 13

To Run the Register Reports: ............................. 13

Conclusion ................................................... 13

Photo Reference .............................................. 14

P a g e | IV

Abstract Employee Manual: Missouri State University Convenience Stores

By Garrett Ruzicka

This manual explains the many procedures that employees of the

Missouri State Bookstore’s three convenience stores must know.

Many processes must be known in order for the stores to run

effectively. These include the employee dress code, the

locations of the stores, how to open the stores, operating the

registers, stocking, completing a grocery order, and closing the

stores. The employee dress codes includes items that the

employee is required to wear, and it includes articles of

clothing that the employee may not wear. The three stores, Bear

Necessities, Bear Stop, and Boomer’s, each have different

locations. Opening the stores requires the employees to count

the registers and make coffee. Operating the registers includes

opening Booklog, clocking in and out, and completing

transactions. Employees must also stock the Coke items and

complete grocery orders. In order to close the stores, employees

must also be able to clean, stock, and close the registers.

Keywords: Employee, manual, store, guide, Booklog, register

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Introduction

There are many instances when you may feel unsure of how to do

something while working in the Missouri State Bookstore’s

convenience stores. As the scenarios above suggest, you might be

uncertain of the differences between the three stores, you may

have forgotten how to do something, or you may even be a new

employee, so everything is new for you. No matter your concern,

there are many different rules and procedures that every

employee must know in order for the stores to operate smoothly

and effectively.

Being an employee in the Missouri State Bookstore’s convenience

stores makes you an employee of the Bookstore. Working in these

stores, however, is different from working in the Bookstore.

Since the three convenience stores are separate branches of the

Bookstore, there are different procedures and rules that every

employee must know in order for the stores to operate smoothly.

These include the locations of the stores, operating the

registers, opening the stores, stocking, doing groceries, and

closing the stores. Each of these processes will be discussed

in-depth throughout this document.

I want to know the

differences between

closing in Bear

Necessities and closing

in Bear Stop.

I forgot how to conduct

a refund.

I’m a new employee, and

I want to learn the

basics before starting

work.

”

”

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Employee Dress Code

All employees must abide by the Bookstore’s dress code. This

dress code includes items that you must wear, and it includes

items that you are not allowed to wear.

Required Items You are required to wear a

nametag and BearWear while

working. If you do not yet

have a nametag, you can get

one by going to Bobbi

Anderson’s office in the

Bookstore.

Note: Fraternity and sorority

shirts may be worn as

BearWear as long as they have

the words, “Missouri State”

on them.

Clothing Not Allowed Employees are not allowed to

wear tank tops or shorts that

go above the tips of your

fingers while your arms are

to your side. You may wear

sweatpants only if they are

Missouri State sweatpants.

Store Locations and Overviews

The convenience stores are located across the Missouri State

University campus. You will likely work in all three of these

stores throughout your employment. These stores include Bear

Necessities, Bear Stop, and Boomer’s. They vary with regard to

their locations and electronic device policies.

Bear Necessities Bear Necessities is the

largest and busiest of the

three convenience stores.

Because of this, you are not

allowed to be on your cell

phone, laptop, tablet, or any

other personal electronic

items while working. Bear

Necessities is located on the

second floor of the Plaster

Student Union across from the

stairs.

Bear Stop Bear Stop is the second

busiest store of the three

convenience stores. Because

it is not as busy as Bear

Necessities, employees may be

on their personal electronic

devices when there are not

any customers in the store.

Bear Stop is located in the

entryway of the Bear Park

South parking garage.

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Boomer’s Boomer’s is the least busy of

the three stores. Like in

Bear Stop, you may use your

personal electronic devices

when there are not any

customers in the store.

Boomer’s is connected to the

east side of Hammon’s House.

Operating the Registers

The register software on the computer is called Booklog. You

will use Booklog to do many things, such as clocking in and out

and conducting transactions. First, it is important for you to

know how to open Booklog.

Booklog Booklog is a computer software that allows you clock in or out

and operate the registers. You must first open Booklog in order

to complete these tasks.

To Open Booklog: 1. Double click the Booklog

icon.

2. Type your username into

the User ID field, and

then type your password

into the Password field.

3. Click Ok.

4. Once it has loaded,

click the Register

button to open the

register.

Clocking In and Out It is important to clock in and out at the beginning and end of

your shift. Doing so puts your worked hours into Booklog’s

system.

Note: If you forget to clock in, clock in and out before you

leave and send Grant Jones an email saying that you forgot to

clock in. You can email him at Grantjones@missouristate.edu.

To Clock In and Out 1. Ensure that Booklog is

open.

2. Press the Time Clock

button.

3. Scroll through the list

of names, and click on

your name.

4. Press the Punch In or

Punch Out button,

depending on whether you

are clocking in or out.

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Completing a Transaction Completing transactions is the task that you will perform the

most frequently while working. Customers can use various methods

of payment. Figure 1 explains how to complete a transaction in

Booklog.

Note: It is the Bookstore’s policy that customers must show

their BearPass IDs when paying with a credit or debit card. You

will swipe the customer’s BearPass ID into the Customer ID field

before completing the transaction.

Keyboard Entries Some items that the stores sell do not have barcodes to scan.

You must manually type the names of these items into Booklog in

order to add the item(s) to the customer’s order. The keyboard

entries of these items must be entered into the correct column

in Booklog. Figure 2 on the next page shows these items, along

with the correct columns for each entry.

Figure 1: There are various steps you

must do in order to complete a

transaction.

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Keyboard Entries

Item Column to Enter

Item

Keyboard Entry

Small Donut ISBN/SKU “donut1”

Large Donut ISBN/SKU “donut2”

Coffee ISBN/SKU “coffee”

Single Pencil Title “pencilsingle”

Apple Title “fresh fruit”

Banana Title “fresh fruit” Figure 2: Various items need to be manually entered into the register.

To Add a Keyboard Entry to a Sale: 1. Select the correct

column on the screen to

place your insertion

point into it.

2. Type the item’s keyboard

entry.

3. Press Enter on the

keyboard.

4. The desired item now

appears in the purchase

list.

Applying Discounts Faculty, staff, and other Bookstore employees get a 35% discount

on BearWear, and they get a 10% discount on everything else in

the store (excluding electronics). Complete the following steps

to apply a discount:

To Apply a Discount to a Sale:

1. Swipe their BearPass

card into the Customer

ID field.

Note: The customer

cannot receive their

discount if they do not

have their BearPass

card.

2. Highlight the numbers in

the Disc% field, and

type the appropriate

discount that the

customer will receive.

Note: You may also press

F9 on the keyboard to

open the Discount

Percent dialog box.

Typing the discount into

the Discount Percent

field will apply the

discount to all of the

scanned items.

3. Press enter, and

continue to process the

transaction like any

other sale.

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Refunding Items Customers may return items that have not been opened. You can

only give a customer a refund using the same method of payment

that they used to purchase the item. For example, if the

customer originally paid using a debit card, then they can only

get a refund using that same debit card.

To Refund an Item: 1. Scan the item that needs

to be refunded.

2. On the monitor, click

the Ref checkbox.

3. Click Process.

4. Select the box that

corresponds with the

method of payment used

to buy the item.

Note: It is the

Bookstore’s policy that

items can only be

refunded in the same way

that they were paid for.

For example, if the

customer paid with a

debit card, they must

use the same debit card

to get a refund on the

item.

5. Press Plug-In Total.

6. Press the OK button.

Note: If the customer is

getting a cash refund,

the cash drawer will

open, and you will give

them the appropriate

amount of cash. If they

are getting a refund on

their debit card, debit

card, or account, a

receipt will print, and

you will have them sign

the bottom of the

receipt.

Opening the Stores

There are two things you need to do when you first arrive to

open a store: count the register’s drawers and make the coffee.

It is also good to make sure that all of the Coke products were

stocked the night before. Stocking is discussed later.

Counting the Drawers It is important to count the cash drawers before opening the

stores. You cannot complete a cash transaction until the cash

drawer has been counted.

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To Count the Cash Drawers: 1. Ensure that Booklog is

open on your computer.

2. Take out all of the

money from the blue or

maroon money bag.

Note: If you are working

in Boomer’s or Bear

Stop, the student

manager will need to

remove these bags from

the safe.

3. Use the calculator on

the computer to add the

dollar amount of the

money in the bag.

Note: The amount should

add to be $300. If it

does not add to be $300,

recount the money to

ensure that you counted

correctly.

4. On the computer monitor,

click Sales, point to

Till Control, and click

Cash Drawer

Reconciliation.

Note: The system will

load for a moment before

the next dialog box will

open.

5. On the dialog box that

opens, click Next.

6. In the CASH field under

Beginning Bal, type the

dollar amount that you

counted.

7. Click out of the

Beginning Bal field, and

then click Save.

8. Press Ctrl+O to open

your register’s drawer,

and put the money in the

drawer so it looks like

the drawer in Figure 3.

Figure 3: The money goes

in the drawer face-up and

so that the presidents’

heads face the right.

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Making Coffee The stores sell a lot of coffee in the morning, so it is

important that you make the coffee before the stores open. It is

also important that you check the coffee throughout the day and

night so that it does not run out.

To Make the Coffee: 1. Remove a coffee filter

and a bag of coffee

grounds from the drawer

at the coffee area.

2. Open the bag of coffee

grounds, and add the

grounds to the coffee

filter.

3. Remove the metal coffee

filter holder from the

coffee maker, and place

the coffee filter inside

it.

4. Replace the coffee

filter

holder inside the coffee

maker.

5. Remove the pump straw

from the coffee pot, and

put the coffee pot

beneath the coffee

filter holder.

6. Press the Start button

on the coffee maker.

7. Set the coffee pot back

into its place when the

coffee has finished

brewing.

Fountain Drink Machines Fountain drink machines are located in Boomer’s and Bear Stop.

Bear Necessities does not have a fountain drink machine. As with

the coffee, it is important for you to get the fountain drink

machines ready before opening the store.

To Prepare the Fountain Drink Machine:

1. Locate the white bucket

beside the fountain

drink machine, and

remove its lid.

2. Remove the small, white

nozzles from the bucket,

and insert them into the

holes on the machine.

3. Remove the black nozzle

covers from the bucket,

and place them over the

white nozzles.

4. Turn the nozzle covers

to the right to tighten

and lock the nozzles in

place.

5. Turn the key on the side

of the machine to turn

it on.

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Stocking

Employees in the convenience stores are required to stock the

Coke products. The food products are only stocked when the

stores receive a grocery order on Tuesdays and Fridays. Grocery

orders are explained later in this manual. You should make sure

the Coke products are stocked throughout your shift.

To Stock the Coke Products:

1. Open the refrigerator,

and count the amount

bottles or cans are

needed.

Note: Some employees

find it helpful to write

these amounts on a piece

of paper.

2. Go to the stockroom (or

stock area, if you are

in Bear Stop), and put

the needed items in a

cart or basket.

3. Take your cart or basket

to the refrigerators,

and put the products in

their appropriate areas.

Note: It is important to

take the items already

in the refrigerator out

before stocking so that

the newer items will be

in the back.

Groceries

The stores receive grocery orders twice a week on Tuesday and

Friday mornings. The delivery person with AMCON will bring each

box of items into the store. Grocery orders are very important

because they supply the stores with all of the food that is

sold. It is important to follow all of the correct procedures

while doing a grocery order.

To Complete a Grocery Order:

1. Open the first box.

Note: It is important to

begin with the boxes

that have frozen items

in them so that the

items do not melt.

2. Remove the items from

the box, and find the

items on the grocery

order list that the

AMCON delivery person

gave you.

3. Ensure that the items

and their quantities are

the same, and put a

P a g e | 10

small checkmark beside

the items on the list.

Check the price of each

item on the list, and

use the pricing guns to

price each item.

4. Stock each item at its

correct location in the

store.

Closing

The employees who close have a very important job. If you do not

close correctly, the employees who open the next morning will

have a much more difficult time opening and operating the

stores. When closing, your two main priorities are cleaning and

closing the registers.

Cleaning Closing requires you to clean various parts of the store. This

includes sweeping and mopping floors, the coffee area, and the

counters.

To Sweep the Floors: 1. Sweep the floor using

the larger broom.

Note: In Boomer’s and

Bear Necessities, the

brooms and mops are

located in the storage

rooms. In Bear Stop,

they are located to the

left of the coffee area.

2. Sweep the collected

trash into a pile on the

floor.

3. Use the smaller broom

and its attached dustpan

to sweep the pile of

trash into the dustpan.

4. Dump the trash inside

the dustpan into the

trashcan.

To Mop the Floors: 1. Place the “Wet Floor”

sign at the entryway of

the store.

2. Add about a cup of floor

cleaner to the mop

bucket located in the

stockroom.

Note: Bear Stop does not

have a sink or a mop

bucket. Use the Swiffer

mop to spray and wipe

the floor.

3. Fill the mop bucket with

hot water in the

stockroom’s sink.

4. Remove the mop bucket

from the sink, and

attach the mop strainer

to the top of the mop

bucket.

P a g e | 11

5. Place the bottom of the

mop into the water, and

then strain the excess

water using the mop

strainer.

6. Begin mopping the floor.

Cleaning the Coffee Area Cleaning the coffee area

involves cleaning the coffee

pots, the cappuccino

machine’s liquid catcher, and

the countertop.

To Clean the Coffee

Pots:

1. Remove the lid from the

coffee pot.

2. Pour any leftover coffee

into the sink.

3. Put a drop of dish soap

inside the coffee pot,

and wash coffee pot.

4. Place the coffee pot

back into its place with

its lid left

To Clean the Cappuccino

Machine:

1. Remove the liquid

catcher from the bottom

of the machine.

2. Place a drop of dish

soap inside the liquid

catcher.

3. Wash the liquid catcher

in the sink until it is

clean.

4. Replace the liquid

catcher underneath the

cappuccino machine.

To Clean the Countertop:

1. Use a Clorox wipe or a

wet paper towel to wipe

the counters of the

coffee area until they

are clean.

2. Place the Clorox wipe or

paper towel into the

trash.

Stocking Stocking the Coke products is one of the most important parts of

closing because it ensures that the stores will be ready for

customers the next day. Although stocking is one of the most

important jobs of closing, it is not only for employees who are

closing. You should stock throughout the day if you see that a

product is running low. Stocking is explained on page 3 of this

manual.

Fountain Drink Machines The nozzles on the soda machines must be removed and soaked in

soda water to ensure that the syrup from the soda does not build

up on them. This is a very important procedure for you to

perform before closing in Bear Stop or Boomer’s.

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P a g e | 13

To Remove the Fountain Drink Machine’s Nozzles:

1. Locate the white bucket

near the soda machine.

2. Turn the key on the side

of the soda machine to

turn it off.

3. Fill the bucket with

soda water by pressing

the Soda Water button on

the soda machine.

4. Remove the external part

of the soda machine

nozzles by turning them

to the left and pulling

down, and place them in

the bucket.

5. Remove the internal

parts of the soda

machine nozzles by

pulling downward on

them, and place them in

the bucket.

6. Place the lid on the

bucket, and leave the

bucket on the counter

beside the soda machine.

Closing the Registers You must count the cash in the registers, enter in the total

amount, and print the register report in order to close the

registers.

To Count down the Drawers: 1. Take a cash register

audit form from below

the front counter.

2. Press Ctrl+O on the

keyboard to open the

cash drawer.

3. Count the amount of each

type of money that the

audit form has listed.

4. Write the amounts on the

form, and multiply the

amounts that the audit

form tells you to

multiply.

5. Add the total amount of

each subsection on the

audit form.

6. Remove the amount of

money that is over $300,

and fold it in the audit

form.

7. Place the money and

audit form in the brown

envelope that

corresponds with your

register.

To Add the Ending Balance to Booklog:

1. On the computer monitor,

click Sales, point to

Till Control, and click

Cash Drawer

Reconciliation.

2. On the dialog box that

opens, click Next.

Note: The system will

P a g e | 13

load for a little bit

before you will be able

to click Next.

3. In the CASH field under

Ending Bal, type the

dollar amount that you

counted.

4. Click out of the Ending

Bal field, and then

click Save.

To Run the Register Reports: 1. On the computer monitor,

click Sales, and click

Register Reports.

2. On the dialog box that

opens, click Till

Control, and click OK.

3. In the Register Report

dialog box, click Print,

and click Receipt

Printer.

4. On the Shift Checkout

dialog box, click Yes.

Note: Another dialog box

will open asking if you

are sure that you want

to clear the x-tape.

Click Yes.

Conclusion

There are many tasks and things for you to know in order for the

convenience stores to operate smoothly. These include the

locations of the stores, operating the registers, opening the

stores, stocking, doing groceries, and closing the stores.

As discussed in the introduction, the purpose of this manual is

to provide an overview of how to operate the Missouri State

Bookstore’s convenience stores. If you have a question or

problem not discussed in this manual, please see a student

manager. If a student manager is not available, call the stores’

manager, John Shepherd. His number is located on the telephones

in each store.

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Photo Reference Typewriter Picture: Marie Claire. Machine Ecrire. n.d. Retrieved

from

http://www.marieclaireidees.com/data/fichiers/machine-

ecrire-housse-ordinateur1.pdf