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Housekeeping Dish machine will be thoroughly cleaned at least once a day. Cleaning of the walls, floors, and ceiling within the Food Service Department will be done according to established routine schedules by designated personnel. Designated personnel will be responsible for routine sweeping and mopping of the floors and the cleaning of the refrigerators, freezers, equipment, tables, and ventilation hood (including filters). Routine schedules will be established. All garbage containers will be lined with plastic liners and will be leak proof. Garbage will be disposed of according to facility regulations. All working surfaces, especially food contact surfaces, utensils, and equipment will be thoroughly cleaned and sanitized with an approved product between periods of usage. Procedures that assure sanitized service ware and prevent recontamination will be used and should be apart from the food preparation areas. All eating and drinking utensils and service ware, carts, and trays will be cleaned and sanitized after each use. Arrangements will be made with an exterminator company to provide effective procedures for controlling insects and rodents on a monthly basis and/or as necessary.

All food service equipment including vending machines will be maintained according to manufacturer’s recommendations. Plastics, china, and glassware that has lost its glaze or is chipped or crackers will be discarded. Disposable containers and utensils should be discarded after one use.

Education Employees will attend an infection control orientation on employment. Employees will attend an annual infection control review which will include sanitation and personal hygiene. Food handlers and servers will wear hair nets or other effective hair restraints. All employees will wear clean outer garments that conform to the departmental uniform code.

Personnel/Employee Health Employees will participate actively in the Employee Health Program. An annual tuberculin skin test is required unless employee is known to be a positive reactor. (Refer to Employee Health Guidelines). The food service director will successfully complete the ServeSafe Course and will have the certificate posted in the food service department. Employees will report any job related injuries, exposure to communicable diseases, or on-the-job illnesses to their immediate supervisor and Employee Health Officer. Hand washing with soap and water will be required prior to preparation or serving of food.

How do you form a relationship with your customer? Answer the phone Always answer the phone when someone calls - avoid answer machines when possible Know How to Answer a Phone Properly! Read policy & procedures. Don't make promises unless you will keep them. Practice reliability. Do not plan to keep promises, keep them. Think before you give any promise. Apply this principle to appointments, deadlines, goal setting, etc... Listen to your customers. Let your customer talk and show him/her that you are listening. Make eye contact. Acknowledge the problem and seek resolution. Deal with complaints. Be helpful - even if there's no immediate profit in it. Always be helpful, courteous, and knowledgeable. You may train your staff yourself or you may hire some else. Empower your staff to know how to provide customer service. A good teaching tool is Good Customer Service: How to Help a Customer. Discuss customer service principles with them frequently. This means providing examples of good and bad customer service. Take the extra step. Whatever the extra step may be, if you want to provide good customer service, take it. They may not say so to you, but people notice when people make an extra effort and will tell other people. Throw in something extra. Whether it's a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. Remember, a gesture doesn’t have to be large to be effective.

A Happy Staff Means Happy Service…. Customer Service is service to customers during and after a meal. The life blood of any industry. To enhance the level of customer satisfaction. Have met the customer’s expectations or demands. Adjust personality to the guest you are serving. Plays an important role in an organization’s ability to generate income and revenue and to keep an account. Cost savings with service improvement. Staff sincerely believe they can make a difference and they can with some effort. Feel GOOD about yourself and set higher goals as the resident or client also feels good about their experience. Know your product(s) and always be able to answer questions. Prevent Lack of Customer Service at the Executive and Middle Management. Levels of cooperation Customer service policies, procedures and motto Think money and account management What are your key performance indicators (KPI’s)? Planning Training Troubleshooting Upgrading as events happen Technical Support as needed Commitment by all staff Body Language and Communication Negative A no care or bad attitude with a blank look or frown. Positive Smiling with eye contact, showing that you are listening and concerned; you are hearing what they are saying. Awareness to needs or customer Interactions with customers Anticipate Needs Surprise your customer Go the extra mile, go above and beyond your customer’s expectations Focus on delivering superior customer service Helps the customer to know that you care Leave the customer with a FEEL GOOD feeling Inspire loyalty to your company by delivering their wants and needs Customer that increase their investment in customer service increase customer satisfaction Goal is to achieve success around the needs of the individual customer - focusing on the importance of the experience Emotional Experience - forming a relationship with the customer You are judged by what you do and not what you say Good Customer Service is simple and always be consistent

Communication Needs the cooperation of others Be clear, concise, and correct Understand and work with people Know your staff like a newspaper - learn to read people Always be positive and enthusiastic about the future Be positive and optimistic Optimism is contagious even in small doses Look for what is right and praise, do not look for what is wrong Learn as much as you can and share with staff to get your staff to grow The more you know the more your staff can grow NOBODY can be a success without others, we all need coaches that help us learn, listen and grow Always seek advice from coaches better than yourself Success is a TEAM effort Endurance is necessary to be successful Always evoke confidence and encouragement Facilitate positive energy flow Delegate tasks and note special skills in staff to bring out talents in the workplace

Leaders Inspire all staff Make all staff feel valuable Help all staff grow Let all staff know that they belong Take risks Have vision, determination and passion that becomes contagious to learn Grow other leaders Are not threatened by others Unlock potential in others Understand that each employee has a secret of excellence Develop and train to full capability Solve problems Embrace challenges Shoot for excellence Practice what they preach Make lists and prioritize time Are trustworthy Actions speak louder than their words Don’t procrastinate - they just do it Mentoring Look for potential and then seek it, recruit it and develop it Staff must be led Vision Leaders want a future that is better than the present Leaders take risks and hope for the best Leaders are willing to pay a price Leaders motivate by the prospect of success Leaders want to do tasks that others have never dreamed about Leaders never give up or surrender Motivational Points Inspire those around you Always recognize teamwork or honest efforts We can make something great to help others Forgive and move on Revenge is self-defeating Enrich yourself with the welfare of others “I only have time to be the best I can be.”

Attitude Attitude is everything Always do your best Treat others as you would want to be treated Always try to do the right thing Have a personal willingness to do the best thing Always try to make the right choices morally, spiritually, ethically Reputation is made in a moment of time, but character is built over a lifetime

Oral Disease Prevention Decrease sugar intake Maintain a well-balanced diet Consume more fruits and vegetables Stop tobacco use Limit alcohol consumption Maintain good oral hygiene Brush teeth regularly (also floss, use antimicrobial mouthwash, etc.) Attend dental appointments 1-2 times per year Foods That Damage Your Teeth Hard candies Ice Citrus fruits and juices Acidic foods cause erosion of tooth enamel Coffee Sticky foods Crunchy foods Soda Alcohol Sports drinks Foods That Improve Oral Health Water Dairy Lean proteins Fruits Vegetables Nuts What does Water do for Oral Hygiene? Strengthens your teeth Drinking water can contain fluoride to keep your mouth clean Fights dry mouth Saliva fights against tooth decay It’s calorie-free No sugar = no risk for dental cavities Water positively impacts many areas of health

Risk Factors for Oral Diseases Unhealthy diet Tobacco use Harmful alcohol use Poor oral hygiene Increased gingival abnormalities Not brushing after meals, on a regular basis Social determinants Genetics STDs/STIs Why Should I Care? It is important to take care of our bodies Oral diseases can be painful Oral diseases can be expensive to treat The prevention for oral health is associated with the prevention and/or management of many other chronic diseases Signs and Symptoms of Problems: Teeth Missing Loose Poor or ill‐fitting dentures Tooth decay Grinding Bottle Caries Syndrome Over-exposure of infant/baby/child’s teeth to liquids with sugar (milk, formula, fruit juice, and other sweetened beverages). Fracture of the lower jaw (mandible) Dysphagia Difficulty swallowing, which can lead to choking Top 5 Oral Health Conditions: Dental caries Tooth decay from plaque buildup on tooth surface Periodontal (gum) disease Affects the tissue surrounding the tooth Typical signs are bleeding or swollen gums (gingivitis), pain and bad breath Affects nearly 10% of the world population Oral cancers Parts: Lip, mouth and oropharynx HIV-related oral lesions Oro-dental trauma Outside factors (violence, accidents, etc.) that cause injury to oral cavity Cleft lip and Palate Openings or splits in the roof of the mouth and lip. Results in difficulty with speaking and feeding Genetic predisposition in newborns Rehabilitation is possible with surgery Noma Serious gangrenous disease of the mouth Mainly impacts children Associated with malnutrition, poverty, weakened immune systems

Blood Sugars A blood test measures the level of glucose (sugar) in your blood at a given time after an eight hour fast. What happens if your blood sugar is low? Low blood sugar levels are rare in people who do not inject insulin or take medication to assist with their glucose control. Temporarily low blood sugar can be caused by exercise, certain diseases and alcohol use. What happens if your blood sugar is elevated? Elevated values indicate that the body does not make enough insulin. What is a normal blood sugar level? 70 to 110 mg/dl. Symptoms: Increased hunger, thirst, and urination, blurred vision, drowsiness, nausea, less energy, and fatigue. Facts: Blood sugar levels rise after a meal, return to normal after two hours and usually run 120 to 140 mg/dl. Blood sugar levels tend to rise after age 50, especially if one doesn’t exercise. Type I Diabetes: Your body produces little to no insulin. This effects 10% of the population. Type II Diabetes: Usually begins after age 30. 80 to 90% are obese. Black and Hispanic people are two to three times more likely to develop diabetes. Type II Diabetes runs in families. Abnormal blood sugar levels result from corticosteroids, drugs and pregnancy (gestational diabetes).