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SOPs
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Ice Cream Machine
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Track your onboarding progress
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Read the Employee Policy Manual
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Complete Food Safety Training
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Watch POS System How-To Video
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Review Shave Ice Preparation SOP
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Learn Ice Cream Machine Operation
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Review Emergency Procedures & Call List
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Complete Opening & Closing Procedures Training
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Shadow a shift with a trained team member
Training Guides
Step-by-step guides for all station operations and equipment
Shave Ice Preparation
How to prepare our signature shave ice - from shaving technique to flavor layering, portion sizes, and topping placement.
RequiredIce Cream Machine Operation
Complete guide to operating, cleaning, and troubleshooting the soft-serve ice cream machine. Includes daily startup and shutdown procedures.
RequiredPOS System How-To
Learn to process orders, handle payments (cash, card, mobile), apply discounts, process refunds, and close out the register.
RequiredFood Safety & Handling
Proper food handling, temperature control, allergen awareness, cross-contamination prevention, and handwashing protocols.
RequiredCustomer Service Excellence
Best practices for greeting guests, taking orders, handling complaints, upselling, and creating a great customer experience.
NewOpening Procedures
Step-by-step opening checklist including station prep, inventory check, equipment startup, and store readiness.
RequiredClosing Procedures
End-of-day shutdown: cleaning stations, shutting down equipment, securing the store, and completing closing reports.
RequiredInventory Management
How to count stock, place orders, receive deliveries, rotate inventory (FIFO), and report shortages.
UpdatedCleaning & Sanitation
Daily, weekly, and deep-clean procedures for all work areas, equipment, and restrooms. Includes chemical safety info.
RequiredEmployee Policy Manual
Company policies, expectations, and guidelines for all SinIceStir team members
Table of Contents
📅
Attendance & Scheduling
▼- • All employees must arrive at least 10 minutes before their scheduled shift to clock in and prepare their station.
- • Schedule changes require at least 48 hours notice. Contact your shift lead or manager to request changes.
- • If you will be late or absent, notify your manager as soon as possible - at minimum 2 hours before your shift.
- • No-call/no-show is considered a serious violation and may result in disciplinary action.
- • Shift swaps must be pre-approved by a manager and documented in the scheduling system.
- • Repeated tardiness (3+ instances in 30 days) will result in a written warning.
👕
Dress Code & Appearance
▼- • Wear the official SinIceStir uniform shirt during all shifts. Shirts must be clean and in good condition.
- • Closed-toe, non-slip shoes are required at all times for safety.
- • Hair must be tied back and secured. Hair nets or hats are required when handling food.
- • Minimal jewelry only - no dangling earrings, bracelets, or rings (except plain wedding bands).
- • Nails must be short, clean, and free of nail polish when handling food (gloves must be worn).
- • Name tags must be worn and visible at all times.
🤝
Workplace Conduct
▼- • Treat all customers, coworkers, and managers with respect and professionalism.
- • Harassment, discrimination, or bullying of any kind will not be tolerated and will result in immediate action.
- • Personal cell phone use is prohibited during active shift hours. Phones must be stored in the designated area.
- • No use of drugs or alcohol on premises. Arriving under the influence is grounds for immediate termination.
- • Maintain a positive, team-oriented attitude. Ask for help when needed and offer help to teammates.
- • Report any safety concerns or policy violations to management immediately.
🌴
Time Off & Leave
▼- • Time-off requests must be submitted at least 2 weeks in advance through the scheduling system.
- • Requests are approved based on business needs and staffing availability.
- • Sick leave: notify your manager as early as possible. A doctor's note may be required for absences of 3+ consecutive days.
- • Holiday scheduling is based on seniority and rotation to ensure fairness.
- • Unpaid leave may be granted for qualifying personal or family emergencies with manager approval.
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Safety & Health
▼- • Report all injuries, no matter how minor, to your manager immediately.
- • Know the location of the first aid kit, fire extinguisher, and emergency exits.
- • Wet floor signs must be placed immediately after any spill. Clean up spills right away.
- • Never operate equipment you have not been trained on.
- • Wash hands frequently: before handling food, after using the restroom, after handling trash, and after touching your face.
- • Do not come to work if you are experiencing symptoms of illness (fever, vomiting, diarrhea, etc.).
📱
Social Media & Confidentiality
▼- • Do not post negative content about SinIceStir, coworkers, or customers on social media.
- • Recipes, supplier information, and business strategies are confidential. Do not share with anyone outside the company.
- • Only authorized personnel may post on official SinIceStir social media accounts.
- • If you'd like to share positive work content on personal social media, please get manager approval first.
- • Customer information (names, contact details, payment info) must never be shared or discussed outside of work.
💰
Compensation & Pay
▼- • Pay periods are bi-weekly. Direct deposit is available and encouraged.
- • You must clock in and out accurately for every shift. Do not clock in early or forget to clock out.
- • Overtime must be pre-approved by management. Unauthorized overtime may result in disciplinary action.
- • Tips are pooled and distributed based on hours worked during the shift.
- • Pay discrepancies should be reported to management within 5 business days of the pay date.
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Disciplinary Policy
▼- • Step 1: Verbal warning - documented conversation with manager.
- • Step 2: Written warning - formal documentation of issue and expectations for improvement.
- • Step 3: Final written warning/suspension - last chance before termination.
- • Step 4: Termination - employment is ended.
- • Serious violations (theft, violence, drug use, harassment) may result in immediate termination regardless of prior warnings.
- • All employees have the right to discuss disciplinary actions with a higher-level manager if they feel the action was unfair.
Resources & Videos
Helpful links, how-to videos, and external resources for your role
🎥 How-To Videos
Ice Cream Machine - Full Video Playlist
Complete YouTube playlist covering ice cream machine operation, maintenance, and troubleshooting
Making Quality Shave Ice - IceShavers
How to achieve the perfect fluffy texture using a tempered block of ice and a properly adjusted sharp blade. Covers machine maintenance and packing techniques for even flavor absorption.
Guy Fieri - Authentic Hawaiian Shave Ice
Guy Fieri visits a North Shore Maui shop to learn the secrets behind authentic fluffy shave ice and the technique for creating the perfect Hawaiian treat.
POS System Tutorial
Complete walkthrough of our point-of-sale system: orders, payments, refunds, and reports (link coming soon)
Shave Ice Making - From Block to Bowl
Watch how to properly shave ice, layer flavors, and present the perfect shave ice (link coming soon)
Food Safety Essentials
Required food safety training covering temperature control, cross-contamination, and hygiene (link coming soon)
Daily Cleaning Routine
Watch the proper cleaning and sanitizing procedures for all equipment and work areas (link coming soon)
🔗 Useful Links
7shifts - Employee Scheduling
View your schedule, request time off, and swap shifts
ProService - Payroll & Pay Stubs
Access your pay stubs, tax documents, and direct deposit settings
Health Department Resources
Local health department guidelines, inspection checklists, and food handler permit info
Employee Benefits & Perks
Information about your benefits, employee discounts, and company perks
Company Documents (Dropbox)
Access training documents, forms, manuals, and other company files
Employee Suggestion Box
Share your ideas for improving operations, products, or the work environment
Standard Operating Procedures
Detailed step-by-step procedures for all critical tasks
🍧
SOP: Shave Ice Preparation
▼- 1. Wash hands and put on food-safe gloves.
- 2. Inspect the shave ice machine blade - ensure it is sharp and properly positioned.
- 3. Load ice block into the machine according to the machine operation guide.
- 4. Shave ice into the cup/bowl using steady, even pressure. Fill to the top and pack gently to form a dome shape.
- 5. Apply flavored syrups evenly - start from the top and work around all sides so the entire surface is covered.
- 6. For combo flavors, apply each flavor to its own section.
- 7. Add toppings as ordered (condensed milk, mochi, fresh fruit, etc.).
- 8. Insert spoon/straw, place on serving tray, and serve to customer with a smile!
🍦
SOP: Ice Cream Machine - Daily Operation
▼- 1. Startup: Turn on machine at least 30 minutes before service begins.
- 2. Check mix levels in the hopper - refill if below the fill line.
- 3. Run a small test dispense into a waste cup to check consistency and temperature.
- 4. Verify temperature display reads between 18-21°F (-8 to -6°C).
- 5. During Service: Monitor mix levels hourly. Refill as needed.
- 6. If machine beeps or displays an error code, refer to the troubleshooting guide posted on the machine.
- 7. Shutdown: At closing, switch to "Standby" mode (do NOT turn off completely unless instructed).
- 8. Wipe down all exterior surfaces with food-safe sanitizer.
- 9. Weekly Deep Clean: Full disassembly and cleaning per the manufacturer's guide (scheduled by manager).
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SOP: POS System - Processing Orders
▼- 1. Greet the customer and ask for their order.
- 2. Select the correct item category on the POS screen (Shave Ice, Ice Cream, Drinks, etc.).
- 3. Choose the size, flavors, and toppings as specified by the customer.
- 4. Confirm the order on screen and read it back to the customer.
- 5. Select payment method: Cash, Credit/Debit Card, or Mobile Pay.
- 6. For cash: Enter amount tendered, count change back to customer.
- 7. For card: Have customer insert/tap/swipe. Wait for approval.
- 8. Offer receipt (print or digital). Thank the customer!
- 9. Refunds: Manager approval required. Use the "Refund" function under the order history menu.
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SOP: Store Opening Procedure
▼- 1. Arrive 30 minutes before opening. Disarm alarm system and unlock doors.
- 2. Turn on all lights, HVAC, and music system.
- 3. Perform a walk-through of the entire store checking for anything unusual.
- 4. Start up the ice cream machine and shave ice equipment.
- 5. Check and restock all syrup bottles, toppings, cups, lids, and utensils.
- 6. Verify cash register starting drawer ($150 starting bank - count and confirm).
- 7. Turn on the POS system and verify it's connected/operational.
- 8. Clean and sanitize all prep surfaces and customer-facing areas.
- 9. Set up any outdoor signage or displays.
- 10. Open doors at scheduled time. You're ready to serve!
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SOP: Store Closing Procedure
▼- 1. Stop accepting new orders 10 minutes before closing time.
- 2. Serve any remaining customers and thank them for visiting.
- 3. Lock the front doors at closing time.
- 4. Switch ice cream machine to standby mode.
- 5. Clean and break down all stations: shave ice, toppings bar, and service counter.
- 6. Wash, sanitize, and store all utensils, containers, and equipment.
- 7. Cover and refrigerate all perishable toppings and supplies.
- 8. Sweep and mop all floor areas. Wipe down all surfaces.
- 9. Run the end-of-day report on POS. Count and reconcile the cash drawer.
- 10. Take out trash and recycling. Replace trash bags.
- 11. Turn off music, lights, and HVAC. Arm the alarm system and lock up.
🛑
SOP: Handling Customer Complaints
▼- 1. Listen - Let the customer explain their concern fully without interrupting.
- 2. Empathize - Acknowledge their frustration: "I understand, and I'm sorry about that."
- 3. Apologize - Offer a sincere apology regardless of who is at fault.
- 4. Resolve - Offer to remake the item or provide a reasonable solution.
- 5. If the customer is still unsatisfied or the situation escalates, calmly involve a manager.
- 6. Never argue with a customer or raise your voice.
- 7. Document the complaint and resolution in the shift log for manager review.
💧
SOP: Spill & Cleanup Procedure
▼- 1. Immediately place a "Wet Floor" sign near the spill area.
- 2. If needed, redirect customers away from the spill zone.
- 3. Put on gloves. Use paper towels or a mop to absorb and clean the spill.
- 4. Apply sanitizer solution and wipe the area clean.
- 5. Dry the floor completely before removing the wet floor sign.
- 6. If the spill involved a chemical or cleaning agent, consult the SDS (Safety Data Sheet) binder.
Emergency Information
Emergency contacts, procedures, and critical information
🚨 Emergency Services
Police / Fire / Ambulance
📞 911
For all life-threatening emergencies
🚨 Poison Control
National Poison Control Center
📞 1-800-222-1222
For chemical exposure or ingestion emergencies
👤 Store Owner
Store Owner / Operator
📞 (___) ___-____
Primary contact for business decisions and emergencies
💼 General Manager
General Manager
📞 (___) ___-____
Day-to-day operations and staff issues
💼 Shift Lead
On-Duty Shift Lead
📞 (___) ___-____
First point of contact during your shift
🏥 Health Department
Local Health Department
📞 (___) ___-____
Food safety concerns and health inspections
🔧 Equipment Repair
Equipment Service Company
📞 (___) ___-____
Ice cream machine, shave ice machine, or other equipment breakdowns
⚡ Utilities
Power / Water / Gas
📞 (___) ___-____
For utility outages or gas leak emergencies (evacuate first if gas leak)
Emergency Procedures Quick Reference
🔥
Fire Emergency
▼- 1. Alert everyone in the store: shout "FIRE!" and activate the fire alarm if available.
- 2. Evacuate all customers and staff through the nearest exit. Do NOT use elevators.
- 3. Call 911 once safely outside.
- 4. If the fire is small and contained, trained staff may use a fire extinguisher (PASS method: Pull, Aim, Squeeze, Sweep).
- 5. Meet at the designated assembly point (parking lot, across street, etc.).
- 6. Do NOT re-enter the building until cleared by fire department.
- 7. Contact the store owner/manager immediately.
🩸
Medical Emergency / Injury
▼- 1. Assess the situation. If serious, call 911 immediately.
- 2. Do not move an injured person unless they are in immediate danger.
- 3. Retrieve the first aid kit (located near the office/break area).
- 4. For minor cuts/burns: clean the wound, apply bandage, and document in the incident log.
- 5. For allergic reactions: ask the person if they have an EpiPen and help them use it if needed. Call 911.
- 6. Notify the manager on duty and complete an incident report.
🌊
Severe Weather / Natural Disaster
▼- 1. Monitor weather alerts on your phone or the store radio.
- 2. If a severe weather warning is issued, move all customers and staff to the safest area of the building (interior room, away from windows).
- 3. Secure any outdoor items (signs, chairs, etc.) if time permits.
- 4. Do not leave the building during severe weather.
- 5. Contact the store owner for guidance on whether to close early.
🔒
Robbery / Security Threat
▼- 1. Stay calm. Do NOT resist or try to be a hero.
- 2. Comply with the robber's demands. Your safety is more important than money.
- 3. Try to observe and remember details: appearance, clothing, voice, direction they left.
- 4. Call 911 as soon as it is safe to do so.
- 5. Lock the doors and do not let anyone leave (they may be witnesses).
- 6. Do not touch anything the robber may have touched.
- 7. Contact the store owner immediately.
⚡
Power Outage
▼- 1. Remain calm and reassure customers.
- 2. Use flashlights (stored in the office) - do NOT use candles.
- 3. Do NOT open freezers or refrigerators unless absolutely necessary (keep cold air in).
- 4. If POS is down, do not accept card payments. Cash only or pause service.
- 5. Contact the utility company and the store owner.
- 6. If power is not restored within 1 hour, consult manager about closing the store.
- 7. Check food temperatures once power is restored. Discard any items above safe temperature thresholds.