Concessions

2026 MANUAL

To delight guests by creating the world’s best experiences today while reimagining tomorrow

People to Know

Concessions Manager – Matt Banal

Commissary Manager - Adam Hansen

GM - Pete Spike

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Concessions Asst Manager – Tegan Harmer

Concessions Asst Manager – Luke Lamberton

Concessions Asst Manager – Lexy Erickson

Asst GM – Ramiro Torres Rodriguez

NPO Team

Coordinator – Amy Palmer-Johnson

Admin – Gideon Johnston

Recruiter – Kristy Tonderum

PT Admin - Sarah Philippe

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Communications

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Communicate through your group’s leads and coordinators

Each day you will need...

DN at TF Volunteer Name Badge

Black Pants or Shorts

Group Hat or Red Twins Hat

Undershirts - solid white or black

Positive Attitude

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Shoes - closed-toe & closed-heel

Uniforms

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UNIFORMS

Work Expectations

• The Group is responsible for maintaining the cleanliness of their location
• Each group is responsible for setting up, cleaning, restocking condiment carts for their locations
• The Group is responsible for making sure enough product is cooked

• Groups are responsible for counting inventory at the beginning and end of each shift
• Each volunteer must sign Daily Alcohol Acknowledgement and Volunteer Acknowledgement at every event
• EVERYONE is responsible for cleaning

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Point-of-Sale (POS)

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Point-of-Sale�Troubleshooting

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Barcode Scanner

Receipt Paper

Can’t find the barcode scanner? Check the side of the POS

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Make sure your printer always has receipt paper or the register will not work properly

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Transaction Policy

Cash is NOT accepted at Target Field for food or beverage

Direct guests to the reverse ATMs if they do not have a card

Do not take a guest's cash and use your own card to pay for the order

If you are caught taking cash for product you will receive coaching or loss of fundraising privileges

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Acceptable forms of payment

Credit Card

Loaded Value on Electronic Ticket

Mobile Wallet

Mobile Orders (105 Mill City, 109 Henn Grill, 118 Mill City, 122 Hangar, 131 Taste of Twins, Club Q Henn Grill, 233 Red cow/Pizza Luce, 311, 1^st and 3^rd Base Lounges)

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Coupons – Fun Money and Twins bucks

MyTwins Rewards

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• Client-driven rewards system through MLB Ballpark app
• Second year for MyTwins ticket and loyalty program puts Twins fans in control and offers more value, greater flexibility and better benefits to more fans than ever before 
• Replaced SweetSpot
• Guests can have a discount, redeem concessions cash, or both
• Guests receive points for every dollar spent
• Essential that it is redeemed correct every transaction
• There is no manual discount button/backup

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Payment Card Industry (PCI)

Guest should be the only one touching their credit card

If a guest leaves behind their card, turn it in to your stand lead - NOT Twins guest services

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Always ask guest if they want a copy of receipt

Restroom and Meal Breaks

• If you need to use the restroom, please let your lead know
• Meal breaks will be determined by lead or supervisor of the section
• General rule – breaks before doors open or after the 5^th inning
• Breaks may only last 20 minutes
• Voucher-user responsible for any amount over the voucher amount

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Elevator Use

Elevators may not be used after gates are open through the end of the event

Please use the ramp and escalators

Brown boxes, carts, etc. may only be transported on the freight elevator

If you have a medical condition that requires elevator use, please see HR to get a special badge

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Tips

• There is absolutely no solicitation of tips

No tip cups of any sort

No asking for tips

• Any cash tips are to be placed in a container out of the view of the guest
• If you are observed soliciting for tips, this will lead to coaching and/or loss of fundraising privileges

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Food Safety

PRACTICES THAT PRESERVE THE QUALITY OF FOOD TO PREVENT CONTAMINATION AND FOOD-BORNE ILLNESSES

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Food Safety-�Hand Washing

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When to wash your hands:

• When entering a stand
• Before touching anything used to prepare food
• After touching bare human body
• After using the restroom
• After coughing or sneezing
• After eating, drinking, smoking
• After handling trash or dirty utensils
• After touching a dirty apron/clothing
• After cleaning or using chemicals
• After working with raw meat
• Before putting on disposable gloves

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Food Safety - Thermometers

• Temp all food items after cooking to be sure they are cooked thoroughly (165°F)
• Temp all hot hold foods every 30-45 minutes
• Keep out of danger zone (41°-135°F)

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Food Safety - Thermometers

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Food Safety

• Wash all dishes, utensils, etc. in the three-compartment sink at the end of each event
• Do not tightly stack wet dishes
• Hot water/soap – Warm water rinse- cold water sanitize

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Wipe sinks dry when done for night

Food Safety

Sink & Surface Sanitizer

• Use sanitizer test strips each time you fill a sanitizer bucket or the three-compartment sink
• Use the guide on the stripe container to proper solution

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Food Safety

Hand washing sinks only used for hand washing

Personal drinks kept on one shelf, back of stand, labeled

Must have lid and straw

Temp logs on all refrigeration units filled out-use internal thermometer for accurate temp

Chemicals not stored by food or food containers

Minimize bare hand contact with food

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Food Safety

If sick, do not come in to work

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Store food in clean, covered, date-labeled containers

Keep raw foods away from ready-to-eat products

Keep hot foods hot & cold foods cold

Hot foods held above 135° F

Cold Foods held under 41°F

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Food Safety

Never eat or drink in food prep areas

Must always wear a hat or hair net while preparing, handling, or serving food

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Dispose of foods in the following situations:

- Not heated or cooled in a timely manner

- In a container without a date

- Adulterated/spoiled/moldy

- Contaminated by contact with hands, sneezing, coughs, etc.

Do not dump any food products, grease, waste down hand sinks or mop sinks. Discard as much waste as possible into an organic bin and rinse in the three-compartment sink

If at a portable location, do not dump any liquids down drains on the concourse. Go to the nearest stand.

Alcohol Service

VENUE POLICIES

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Alcohol Policy

You may only serve two alcoholic drinks per person, per valid ID

We ID anyone who appears to be 30 and younger EVERY TIME

Alcohol cut-off is at the last out, end of the 8^th inning unless otherwise advised by management

Absolutely no refilling/rehashing cups

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Alcohol Policy

Acceptable forms of ID

U.S. & Canada Driver's License

U.S. & Canada State-Issued ID

Passport

Military I.D.

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Alcohol Policy

Checking ID’s

Always check the date of birth - Know the year and date you are looking for each game

Check the expiration date - we do not accept expired ID’s – valid ID’s are not expired, proper paperwork must be provided

Look at the picture, make sure it matches the guest

As of 2023, we now accept voided state ID’s made valid with matching paperwork or temporary licenses with expiration date, picture, date-of-birth

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ID’s should be removed from a wallet to verify authenticity

Alcohol Policy�Your Legal Responsibility

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• It is illegal to serve impaired guests
• Notify a supervisor, security, and managers when you cut a guest off
• It is illegal to serve underage guests
• Do not violate Minnesota Sportservice service rules
• 2 alcoholic drinks, per person, per valid ID
• Do Not overserve guests
• No free pouring, must use a portion control device (jigger)
• Must be 18 or older to serve alcohol in the State of Minnesota, 21 to drink

How to properly pour a draft beer

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• Draft Well System (The extra-long tap faucets)
• Place cup onto the spout (spigot) 
• With the spigot touching the bottom of the cup, open the faucet (pull tap handle) and pour beer until full, ending up with a perfect head of foam
• Do not pull the handle until the cup is all the way up on spigot
• Please do not dump out the extra foam (head) this is a part of draft beer
• Make sure to close faucet (tap handle) quickly to avoid wasteful overflow

“CREATING SPECIAL EXPERIENCES, ONE GUEST AT A TIME”

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GuestPath �Results for 2025

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• April 2025: 89% Cumulative
• 87% USS
• 81% OSS
• June 2025: 86% Cumulative
• 82% USS
• 76% OSS
• July 2025: 92% Cumulative
• 92% USS
• 81% OSS
• September 2025: 91% Cumulative
• 92% USS
• 74% OSS

GuestPath�4 Key Elements of Service Delivery

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Quick Serve Restaurant (QSR) | OSS

• Team member offers an add on item
• If guest does not specify a size, team member suggests large or souvenir sized item
• **Team member repeats back order to ensure accuracy
• **Guest is verbally informed of the amount owed
• A receipt is available upon request
• Team member present the order to the guest within 90 seconds

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Self Check Out Kiosk | OSS

• Stanchions must be neat and straight. The market should reflect a welcoming and aesthetically pleasing environment to our guests.
• All applicable products have labels or a barcode to scan into the POS. Hot food items without barcodes are easily accessible to add into POS by guests.
• The POS System accurately scans the products to show correct pricing, product description and image and follows effective check out procedure.
• POS Systems have functioning alert systems to indicate different stages of transaction, and/or when the kiosk is closed. If no alert is available, there is verbiage or signage available for guests to view.

• The kiosk screens and scanning devices are clean, and

the location is free of debris or clutter.

• A receipt is available upon guest request.
• A carryout bag are available at the kiosk or by request.
• QR code of Delawarenorthlistens.com url is printed on the bottom of the receipt and /or Guest Feedback QR Code collateral is visible within the location requesting guest to provide feedback.

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Self Order Kiosk | OSS

• POS Systems have functioning alert systems to indicate different stages of transaction, and/or when the kiosk is closed. If no alert is available, there is verbiage or signage available for guests to view.
• All food and beverage items have a professional photo on the screen.
• The pricing and product description of the items is clearly visible.
• The on-screen price matches prices posted on menus or menu

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• Ability to add / remove / substitute ingredients is available for customizable items on screen and price impact is clearly displayed.
• An upsell items is offered for main entrees.
• Guest have the option to add or remove items as necessary.
• Checkout path is clearly defined. If using cash, kiosk directs to in person cashier.

• Tendered wayfinding provided upon checking out for food pick up. Order number, or text to order directions are clearly communicated on the screen.
• The kiosk screens and scanning devices are clean, and the location is free of debris or clutter.
• A receipt is available upon guest request.
• QR code of Delawarenorthlistens.com url is printed on the bottom of the receipt and /or Guest Feedback QR Code collateral is visible within the location requesting guest to provide feedback.
• Team member announces name / order number and attempts delivery before placing on counter.
• Team Member actively monitors guests in pick-up area, re-announces unclaimed items, and is available for guest inquires.
• Exits and entrances are clearly marked, and clear directions throughout the marketplace are visually provided for guests to allow proper line queuing.

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SERVE�Service Recovery�

• S - Sincere Apology
• "I'm sorry for the inconvenience."
• Take ownership by using the work "I".
• E - Empathize
• "I understand" or "I see how this is unpleasant for you"
• Make eye contact and give your full attention
• R - Resolve
• Suggest a policy-approved solution
• "Let me get you a new hot cup of coffee."
• If the solution is not obvious, ask the guest
• V - Verify
• "Have I been able to resolve this issue to your satisfaction?"
• E - Exceed
• Go above and beyond the guest's expectation
• "Let me upgrade your drink to a souvenir size for your inconvenience."

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GuestPath�Say "Yes!"

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• Take care of our guest’s reasonable requests
• If a guest wants an extra cup to split a beverage? Or extra boat/container to split food?
• Give them the items, take care of the guests
• Never say no to a reasonable request

Four GuestPath audits will be conducted throughout the season

If you score 100% on an audit your group will receive a $100 bonus donation!

Receive 100% by completing all universal and operational service standards

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GuestPath

Guest Experience Audits

GreenPath�

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• Turn off equipment when not in use
• Turn lights off when last one to leave location
• Rock & Wrap It Up 
• All cooked sausages/food brought to commissary immediately following stand closure
• Recycle and Compost
• Divert from trash bins 
• Target Field was awarded the 2021 Green Glove Award from the MLB and the 2022 GreenPath Divisional Award for SportService by Delaware North

GreenPath

Pak-Tek

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• Please recycle Pak-Tek can holders at Check Out each night.  There will be a recycling bin for these.

Waste Sorting

Why is Trash Sorting Important?

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• Environmental Responsibility: 

Proper sorting diverts waste from landfills, reducing pollution and conserving resources.

• Compliance with Regulations: 

Many areas have regulations regarding waste management, and proper sorting ensures compliance.

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Each stand must have at least one can of each - Labeled and used properly.

City Inspections can and will happen.  

If we are not being compliant - we WILL be fined.

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Waste Sorting��Slim Jims = Waste Bins

• Key Waste Categories:
• Recyclables (Blue Bin):
• Paper (cardboard, newspapers, magazines, etc.)
• Plastic (bottles, containers, packaging)
• Glass (bottles, jars)
• Metal (cans, foil)
• Compostables (Green Bin):
• Food scraps (fruit and vegetable peels, coffee grounds, eggshells)
• Scrape and deposit all food debris into bin before washing. 
• Paper products (napkins, paper towels, boats, wrap, clam-shells)
• Trash (Grey Bin):
• Non-recyclable and non-compostable items(wrappers, chip bags, styrofoam)

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�Teamwork

We are a Team

We collaborate and work together

EVERYONE is a player

It takes all of us to be successful

Communication, togetherness and teamwork are essential

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THANK YOU!

Complete Compliance Here!

1. Click on each link to complete the annual Delaware North and Target Field sign-offs. (Required to show training completed in system).
• TF Volunteer Sign-offs
2. Read, save, print a copy of the Target Field Volunteer Handbook and House Rules attached to the training email invitation.
• Tf Volunteer Handbook

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You have completed the annual Concessions Orientation portion of Target Field NPO Volunteer training. The other portions, GuestPath 4 Key Elements of Guest Service, General Safety, Foodservice Safety, and Serving Alcohol, are also available on the Delaware North Workday NPO Portal learning website, using your log-in credentials. Please use the same email address for log-in set-ups for training to simplify tracking!