Operations Manual

Confidential Document, do not access, disclose or use without permission of Sub Zero Franchising
INC, C Corp. Updated Summer 2016. Copyright 2016 Sub Zero Franchising INC, C Corp.
Contents
Update process 5
Welcome 5
Overview of Concept 5
History 6
Mission 6
PEOPLE 9
Customer Service 9
Customization 11
Store Cleanliness 12
Upselling 12
Increasing Throughput 13
Appearance 13
Uniforms 13
Hygiene 14
PRODUCTS 15
Required Products 15
Menu Boards 16
Pricing Structure 16
Cost of Goods 16
Optional price points for each item include: 16
Food safety 17
Hand Sanitation: 18
Wearing Gloves 19
Food Surface Sanitation: 19
Ordering 19
Receiving 19
Storage & Rotation 20
Thermometers 21
Products Recipes: 22
Waffle Cones 22
 Ice Cream 23
Sensations: 25
Ice Cream 26
Scooping Ice Cream 27
Italian ice 27
Italian Ice Base: 28
Smoothies 29
Pies 29
Sugar Free Cream Recipe 30
Lactose free Cream Recipe 31
Peanut Butter 31
Catering 31
School Presentations 33
Procedure 40
Store Operation 40
Days and Hours of operation 40
Inclement weather: 40
In store Marketing 41
Safety: 41
Security 41
Security Training 42
In case of robbery 42
Vandalism 42
Post Crime Actions: 42
Harm or injury: 43
Foreign Objects 44
Handling customer illness 44
Nitrogen Safety: 45
Dish Washing 46
Store Maintenance 46
Payments 52
Cash Control: 52
Opening cash 53
 Change fund: 53
Deposits: 53
Debit and Credit Transactions 54
Gift Cards 54
Compliance 54
Sales and Cost Reporting 54
Taking inventory 54
POS System 55
Display Side 55
Back End 56
Confidentiality Statement
Update process
This manual will be updated annually. Once changes have been made an updated manual
will be available on Nitro Base with changes marked.

Stores can purchase a hard copy through the Sub Zero FedEx site.

Welcome
Fresh. Our products are all made fresh, empowering the customer to order what their taste buds
crave. We freeze everything fresh in front of the customer.
Fun. A minute in any Sub Zero store will show you that Sub Zero is exciting and fun. The
experience of witnessing your frozen treat being created in front of your eyes is enough to make
anyone smile.
Science. The science behind the cream brings to light the benefits of liquid nitrogen ice cream.
Educating our communities on this revolutionized process and product will win their hearts and
minds.

Sub Zero is the largest liquid nitrogen ice cream company in the world. Sub Zero provides a
business model different from any other ice cream company. Our strategy of combining a store
and mobile operations gives you an advantage to win the hearts of your community. Without
electricity, Sub Zero can cater any mobile event, making us a hit at any wedding, birthday, Bar
Mitzvah, or other special occasion.

Overview of Concept
There is no other ice cream brand like Sub Zero. Our ability to get outside of the store and make
an impact on the community is second to none. With Sub Zero, you are buying into a system that
is unique and patented. Our ability to make frozen desserts fresh to order brings a new product to
your community.
Our menu will continue to be diverse as we adapt to changes in the market. We can
cater to dietary needs and wants, helping you to reach out to any demographic. Our education
program gives you an opportunity to give back to your community and stand for a business that
you can be proud of.
Sub Zero’s diverse business model, menu, and process provide you with an unmatched
opportunity to be successful and make an impact. After all, it’s not just a dessert...it’s an
experience.
History
Jerry and Naomi Hancock​ ​were always drawn to the idea of customizable food. They started
their culinary career by opening a New York Burrito in Orem, Utah, which allowed their
customers complete control over creating their meals.

Jerry and Naomi wanted to provide that same freedom with desserts. Jerry used his chemistry
background from Brigham Young University to develop a method of freezing ice cream using
nothing more than liquid nitrogen, extracted from the air we breathe. His technique was such a
success, that in 2004 he opened Sub Zero Ice Cream in Orem, Utah.

Since then, Sub Zero Ice Cream and Yogurt has changed from a small, local business into a
regional sensation. Locations can now be found throughout the United States and across the
globe, including international locations in China, and Abu Dhabi.​ ​More locations are coming
soon across the U.S. and other regions.

Mission

PEOPLE
Customer Service
Customer service is a key aspect to store success. Sub Zero strives to provide great service to all
customers through excellence in service.

At Sub Zero we strive to not only provide a great product but great service. To provide GREAT
service see the breakdown below.

1. Greet
2. Reach
3. Educate
4. Amaze
5. Thank

1. Greet- “Hi! Welcome to Sub Zero”

Customers should be greeted in a timely manner. If you are able to greet customers as
they walk in the door, do so. Employees that are not already working with customers are
required to greet customers. Employees that are already working with customers should
give the customer their undivided attention.

1. Reach-“Have you been to Sub Zero Before” “I would recommend the Chocolate
Conduction with the Original cream”
 Customers need to feel engaged throughout the Sub Zero process. Employees need to
reach out to customers throughout their Sub Zero Experience. Employees should take the
initiative to supply customers with suggestions and knowledge about the menu.

1. Educate

Employees will guide customers to their ice cream freezing station using the name listed
on the customer’s cup.

Employees are required to have an expansive knowledge of the ice cream freezing
process as well as knowledge of the Nitrogen freezing process. Employees will lead
customers through the process and Educate them on the freezing.

FAQ

● What are you pouring into my ice cream?

We use Liquid nitrogen to flash freeze our ice cream.
● Is it dangerous to eat this ice cream?
The liquid nitrogen evaporates when it comes in contact with the liquid making
your delicious creamy treat! Nitrogen also makes up 78% of the atmosphere.
● Do your hands get cold?
Liquid Nitrogen is dispensed at -321 degrees Fahrenheit but as it touches the
cream it causes the cream to freeze and the rim of the bowl to stay at an average
temperature.
● What is that mist?
The mist you see is water vapor. It is created as the nitrogen reacts with the
atmosphere.
● Why don’t you wear gloves?
If we wore gloves liquid nitrogen could get trapped in them and cause skin
irritation.
● What makes this ice cream different?
Our ice cream is amazing because of our flash freezing process. Our hand mixing
method incorporates less than 10% air into your ice cream. We also flash freeze
your ice cream keeping the ice crystals tiny leading to a smoother, creamier ice
cream!

1. Amaze

Employees will then freeze the customers ice cream while explaining the ice cream
making process.

Example:

“We use liquid nitrogen to freeze your cream base into ice cream! Would you like
to count down with me? 3….2….1…(Press Nitrogen Pedal) Nitrogen is dispensed
 at -321 degrees Fahrenheit. This allows us to freeze your ice cream within 15
seconds! The cold Liquid nitrogen comes in contact with the cream and turns the
cream into a solid while creating these cool clouds of water vapor!”

1. Thank- “Thanks for choosing Sub Zero!”

Ring the customer’s order up correctly and thank the customer for coming in. Let them
know about upcoming promotions.

It is important to employ these 5 points and provide GREAT customer service to all customers.

While completing the GREAT service employees should follow these guidelines:

● Smile and sustain eye contact

● Be knowledgeable about the menu and be prepared to answer questions
● Share suggestions with customer
● Be efficient in food preparation
● Know about promotions being conducted
● Be knowledgeable about liquid nitrogen and the process used to make the ice cream.
● Advertise mix in’s, waffle cones, pints, pies and cakes as an upsell.
● Ring the customer’s order up correctly
● Distribute Sub Zero Gift Cards
● Offer customers a receipt

Customization
Writing on cups
To increase throughput and customer connection employees will be writing names on cups and
then marking the following:

● Name
● Number of mix ins
● Waffle bowls included
● Toppings included
● Size of Sensations

Example:

Employees will then put the cup behind the bowl and send it down the line. When the cup
reaches the freezing station call the customer’s name and let them know you will be freezing
their ice cream. Once frozen and scooped the employee at the register will ring the order up
according to the cup and hand it to the customer.

Store Cleanliness

Another aspect of customer service is the upkeep of the store. Cleaning checklists will be located
in the manager’s book. Each item is to be done on the day listed. Managers will then complete a
walkthrough the next day to ensure accuracy. Any time employees are not helping customers
they should be completing the cleaning checklists.

Upselling
Upselling is another component to customer experience. Not only does it add additional revenue
it gives the customer an opportunity to try other premium products and add on’s. When walking
a customer through the ordering process ask if they would like to upgrade sizes, upgrade to a
waffle cone, add mix ins, or add to go options for the extra cost.
Size Up-When the customer is ordering ask them if they would like to upgrade to a larger
size for the extra amount.
Example: “Would you like to upgrade to a Large for a 1.25?”
Waffle bowls- When the customer is ordering ask them if they would like to upgrade to a
waffle bowl.
Example: “Would you like to add a waffle bowl today for only 1.00?”
Mix ins- Ask Customer if they would like any mix ins/add any more mix ins.
Example: “Mint would go great with Oreos. Would you like to add some for .50
cents today?”

Pie/To-go/Drinks- Ask Customers at the checkout if they would like to take a pie or pint to go.
Example: “Would you like to take home pint of our sensation of the month
today?”
Increasing Throughput
Positioning Chart
To efficiently use employees during busy hours, use the Positioning chart to assign employees
roles in the production line. Each employee will be assigned to a position and will have a certain
role to fulfill for the shift. Make sure the employee understands what is required of them in that
position. The positioning chart is available on Nitro Base under the Documents tab.
Prep Chart
To ensure you are prepared for busy hours have employees complete the applicable prep chart.
The backup flavors and mix ins should be kept either on a shelf in the back room or the back
refrigerator. You can find the standard prep chart on Nitro Base under the Documents tab. This
chart will need to be tailored to your store depending on volume.
Customer Service Prompts
Sub Zero customer service prompts posted behind the sneeze guard will guide employees to
asking customers for the pertinent information to complete the order as efficiently as possible.
These prompts will be available on Nitro Base under the documents tab.

Appearance
Employees represent our brand that is why a uniform appearance is so important. When
addressing appearance, there are two key elements

Uniforms
All employees must wear the standard Sub Zero Uniform listed below:

● Each employee should be given two shirts. Shift leaders or manager should have multiple
shirts. Have 5 extra shirts of each size on hand for employees to purchase
● Black closed toed restaurant grade slip resistant shoes (​www.shoesforcrews.com​).
● Black pants must be clean with no holes/patterns.
● Each employee should be given a Sub Zero Hat. Franchisees should have 5 extra hats for
employee use.
● Sub Zero Aprons
● Sub Zero Name Tag

Hygiene
All employees must have a polished appearance and follow the guidelines listed below:

● Clothing must be clean and wrinkle free.

● Hair must be pulled back and kept out of employee’s faces.
● Socks must be worn.
● Fingernails must be kept trimmed, filed, and maintained. No false, acrylic nails, or nail
polish can be worn.
● No Jewelry can be worn. This applies to health and nitrogen safety.
PRODUCTS

Required Products
Sub Zero requires franchisees to carry all required items.
The following items must be available for purchase in store:
● Create your own:
o 5oz
o 8oz
o 12oz
● Sensations sizes S-L
o Served in 12oz waffle bowl
● Smoothies size 16oz
● Shakes size 16 oz
● Pies size 9 inch
● Italian ice 8 oz
● To-go 16 oz
The following items are approved additional items that you may offer.
● Cakes
● Coffee
● Soda
All products must be approved by corporate. Item suggestions can be submitted through the
Product Development Form found under the documents tab of the operation manual.

Menu Boards
Sub Zero requires franchisees to implement changes to menu boards in the allotted time
communicated.

For training on how to change to the most current menu boards please contact your corporate
contact.

Pricing Structure
Sub Zero Requires franchisees to abide by the pricing principles below.
● Create your own ice cream pricing includes only the ice cream base.
● All ice cream bases will be the same price.
● Flavors will be added with no additional cost.
● All mix-ins will be an additional cost determined by a cost of analysis.
 ● Pies include one mix in.
● Shakes do not include a mix in.

Cost of Goods

Cost of goods is calculated by combining product cost per inclusion. For example, your
cost of goods for a small ice cream should include the following:

Product
4 oz of Cream
½ tbsp. of Mix In
1/16​th​ pump of Flavor
1 Cup
1 Spoon
1 Napkin

Optional price points for each item include:

Extras
Mix ins-$.50
Shakes
$5.49
Smoothies
$5.49
Pies
$13.99
Italian Ice
$3.99
Sensations:
S- $4.99
M- $5.99
L- $6.99
Create Your Own
S- $3.99
 M- $4.99
L- $5.99
Pricing should be determined based on each franchisees costs. Use the pricing calculator
to calculate your cost of goods and analyze pricing. The spreadsheet can be found on Nitro Base
under the Documents tab.
Food safety

Foodborne illnesses
Foodborne illness is a common public health problem caused by consuming contaminated foods
or beverages. Foodborne illness can be caused by.
● Disease causing microbes
● Contaminated food
● Chemicals found in food
Food borne illnesses will often cause symptoms such as nausea, vomiting, abdominal cramps and
diarrhea first.
Food comes in contact with these microbes in many different ways. To practice safe food
handling follow the steps below:
● Use gloves when handling ready to eat foods such as waffle cones.
● Use gloves when prepping food for the dry and cold units.
● Wash, rinse, sanitize and dry utensils, containers and bowls between uses.
● Monitor refrigerator/ freezer temperatures.
● Use First in First out when cycling through product.
● Do not come into work ill.
● Store food in appropriate places.
● Ensure fridge and refrigerators are the correct temperatures.
● Throw away food that has exceeded its expiration date

Hand Sanitation:
Clean hands are the start to having a sanitary work environment. To minimize contamination
employees are required to wash their hands during the following tasks:

● Before, during, and after preparing food

● Before and after eating food
● Before and after treating a cut or wound
● After using the bathroom
● After touching your uniform/apron.
● After blowing your nose, coughing, or sneezing
● After touching garbage
● After handling cash
● Before and after wearing gloves.

To properly wash hands, do as follows:

● Wet your hands with clean, running water and apply soap.
● Lather your hands by rubbing them together with the soap. Be sure to lather the backs of your
hands, between your fingers, and under your nails.
● Scrub your hands for at least 20 seconds.
● Rinse your hands well under clean, running water.
● Dry your hands using an individual use towel.
● Use the towel to turn off the water.

Wearing Gloves
While employees are required to wear gloves during the handling of ready to eat food and
preparation mix in’s and toppings, for safety purposes employees are restricted from wearing
gloves while making ice cream.

Food Surface Sanitation:

Just as hands need to be clean and sanitized when in contact with food, food surfaces also need
to be sanitized. To sanitize food surfaces, fill a red sanitizer bucket will clear solution from the
sanitizer compartment of the sink. Put a cloth in the bucket and use the cloth to wipe down
counter, prep tables, customer tables before and after use.

The sanitizer cloth cannot be used for the following:

● Cleaning the ground
● Cleaning the bathroom
● Cleaning up contaminated food.
If the cloth becomes contaminated dispose of it and replace it with a clean cloth. If water
becomes murky during a shift dump the water out, rinse and fill the bucket with more
sanitizer water.

Ordering
Order based on the following items
● Standard ordering guide
● General Volume
● Forecasting

Standard Ordering Guide:

Sub Zero has a standard order Guide with an average inventory number.

General Volume:
If you have perceived trends in store sales order more of a specific item based on those
 trends

Forecasting:
If there is a major public holiday coming up within your order period order excess to
ensure you have enough product to get through the week.

Receiving

Before the driver leaves ensure each item matches your invoice. If you see damaged
boxes/product refuse the item by marking it on the invoice. Check each item to ensure the
temperature has been held during transit. If you see boxes with excessive condensation refuse the
item as the product may be compromised. Re-freezing these items will only deteriorate the
quality and life of the product

Once you have checked everything put the items in the appropriate places. Each food item will
come with a preferred storage method on the packaging. Items such as cookie dough, berries and
cheesecake bites will need to be kept frozen while items such as cherries can be stored on a store
shelf but need to be refrigerated after opening.

Storage & Rotation

FIFO- First In First Out

FIFO is a method used in the rotation of product. Items that you receive first will want to
be used first to ensure use of the best quality product.

To ensure FIFO is being followed in your store there are a few procedures you will use.

● Marking product​- Mark open product with the date and employee initials.
● Rotating product​- Rotate product by stocking the new product to the back and
pulling from the front. Organize your refrigerator/freezer with labels to show
employees where to stock and where to pull from.

Mix In’s
Product in the cold and dry mix in pans need to be filled to the cold line in the mix in
unit. After filling product, place a label with the item date and employee initials on it. If
you have product remaining the next day place the remaining product on top of a fresh
pan of product, then transfer the label you created yesterday on the pan of combined
product. This allows employees to know there was product in this pan from the previous
day.

Flavors
 If flavors are less than half full have a full bottle prepared for use. Once the flavor bottle
is empty replace it with the full bottle and wash the bottle and pump.

Cream
Cream is to be used​ ​FIFO​. ​If there is cream left over at the end of the day store it in the
refrigerator overnight and use it first.

Flavor Storage
Store flavors in alphabetical order to ensure accuracy in operations​.

Thermometers

To store food safely stores will need to comply with food safe temperatures. This means
holding food at the appropriate temperatures. The health department has outlined certain
temperatures that hot and cold food need to be held at to slow bacteria growth. Refrigerators
need to be held at 32 degrees to 40 degrees Freezers below <32 degrees and hot food needs
to be kept >140 degrees Fahrenheit.

A thermometer is required to be kept in every fridge and freezer in the store. Place the
thermometer as close to the middle of the refrigerator as possible to get an accurate reading.

To ensure safe food practices temperatures need to be taken at these three points.

● Delivery- Check that items are the appropriate holding temperature.

● Storage- Checking the temperature of an item in the refrigerator and freezer.
● Display- Taking the temperature of an item in the cold pan and the back counter prep
fridge.

Checking Cream Temperature:

1. Pull a prepared jug of cream from the fridge/freezer.
2. Pour a 1/2 inch of cream in a Sub Zero small cup.
3. Insert probe thermometer. Ensure thermometer is centered in product and is not
touching sides.
4. Hold button
5. Wait for thermometer to beep
6. Pull out thermometer and check reading
7. Clean off thermometer with damp paper towel
8. Throw away cream

Checking Air temperature

1. Check fridge temperature on the exterior of the fridge.
2. Check temperature of interior thermometer.
 A Sub Zero Temperature Log is included in the manager's book and will need to be filled
out according to the instructions.

Troubleshooting:

If there are inappropriate temperatures being recorded consistently determine where the
issue is.

1. Employee prep time: Have employees work quickly to keep product in the
refrigerator.
2. Equipment Problem: Check temperature of product at opening and closing. If the
temperature is consistently above the appropriate reading preform maintenance.

Products Recipes:

Waffle Cones
Waffle Cones need to be baked daily on the premises. This ensures the freshness of the cone
but also creates a pleasant smell in the store. Waffle cones must come standard with sensations
but can also be sold as an add on to any ice cream. Waffle Cones are to be placed in the large
cups only. Small and medium ice creams with a waffle cone are to be put in a large cup and
marked as a small or medium.
Waffle Cones are made by following these steps:
Making the Mix:
Large Batch

● 1(5 lb) bag of waffle mix

● 1 mix-in scoop cinnamon
● 3 oz of vanilla flavor
● 6 cups water

Mix together with a whisk

Small Batch

● 5 ½ cups of waffle mix

● 1/2 teaspoon cinnamon
● 8 pumps vanilla
● 2 cups water

Mix together with a whisk

Cooking

● Pour 1 two ounce ice cream scoop of batter on waffle iron

● Cook for 1 minute
● Pull off waffle iron with spade
● Form into bowl or cone before hardening

Once the waffle cones have cooled, while wearing gloves, store them in an air tight container to
prolong the quality. Waffle cones should be kept for only 2 days. Place a label indicating the date
made and employee initials on the container the day the waffle cones are made. Use the latest
dates first. If you have waffle cones left past the two days throw them away and document the
amount and reason on the waste log. If waffle cones are made incorrectly note each cone on the
waste list and dispose of them.

Ice Cream

Create Your Own:

Create Your Own allows customers to create custom combinations. The following
amounts of cream, flavors and mix ins are put in each ice cream:

Small:
● Cream: 4 oz
● Flavors: 1 pump flavors gourmet or 1 circle of syrup
● Mix-ins: ½ tablespoon
Medium:
● Cream: 6 oz
● Flavors: 1 1/2 pumps flavors gourmet or 2 circles of syrup
● Mix-ins: 1 tablespoon
Large:
● Cream: 8 oz
● Flavors: 2 pumps flavors gourmet or 3 circles of syrup
● Mix-ins: 1 ½ tablespoons
To go:
● Cream: 10 oz
● Flavors: 2 1/2 pumps flavors gourmet or 4 circle of syrups
● Mix-ins: 2 tablespoons

Toppings:
● Add after ice cream has been scooped.

The following Mix In’s and flavors are required in store:

Flavors:
● Banana
● Blackberry
● Cake batter Mix-in’s:
● Caramel ● Almonds
● Cheesecake ● Andes mints
● Cherry ● Brownies
● Chocolate ● Cheesecake bites
● Cinnamon ● Chocolate flakes
● Citric acid ● Coconut flakes
● Coconut ● Cookie dough
● Dulce de leche ● Graham cracker crumbs
● Fudge ● Maraschino cherries
● Lemon ● Mixed berries
● Lime ● Oreos
● Mint ● Peaches
● Marshmallow cream ● Peanut butter cups
● Peanut butter ● Strawberries
● Raspberry ● Sprinkles
● Strawberry
● Vanilla Toppings:

● Whipped Cream
● Fudge
The Following Flavors and Mix ins are optional in store
 Flavors:

● Amaretto ● White Chocolate

● Blueberry ● Butterscotch
● Bubble gum ● Malt Powder
● Burnt Almond
● Butter Pecan Mix in’s
● Caramel
● Cotton candy ● Bubble Gum
● Egg Nog ● Butterfinger
● Grape ● Cashews
● Green Apple ● Twix
● Huckleberry ● Gummy Bears
● Maple ● Heath
● Mango ● Kit Kat
● Mocha ● M&M’s
● Orange ● Mangoes
● Peach ● Mini Marshmallows
● Peppermint ● Pecans
● Pineapple ● Pineapples
● Pina Colada ● Raspberries
● Pistachio ● Strawberries
● Pumpkin ● Snickers
● Root Beer ● Waffle Cone Bits
● Strawberry
● Tiger’s blood
● Watermelon

Stores will have 32 spaces between the cold drop in and the dry drop in for mix in’s.
Stores can choose whatever additional flavors they would like. Most stores have 30
flavors.

Sensations:

Sensations are flavorful combinations that are served in a waffle cone. Below are the
Recipes for each sensation. Sensations will follow the same portions of flavors, mix ins
and toppings as the create your own. Flavors and Mix ins are to be incorporated into the
ice cream before freezing. Toppings will be put on the ice cream after scooping.

1. Chocolate Conduction:
● Flavor= chocolate
● Mix-in= chocolate flakes and brownies
● Topping= fudge
2. Birthday Cake Capacitor:
● Flavor= cake batter and fudge
● Mix-in= cookie dough and sprinkles
● Topping= none
3. Bernoulli Brulee:
● Flavor= caramel, dulce de leche, cinnamon and vanilla
● Mix-in= twix and heath
● Topping= none
4. Peanut Butter Bonds:
● Flavor= peanut butter
● Mix-in= peanut butter cups and brownies
● Topping= fudge
5. Banana Cream Pie Bismuth
● Flavor= banana, marshmallow cream
● Mix-in= Cheesecake bites, graham cracker crumbs
● Topping= fudge, whipped cream
6. Magnetic Mint:
● Flavor= mint
● Mix-in= oreos and andes mints
● Topping= fudge
7. Mass Mocha Madness:
● Flavor= coffee and chocolate
● Mix-in= almonds and heath
● Topping= none
8. Tropical Turbine:
● Flavor= coconut, blackberry and raspberry
● Mix-in= coconut flakes and mixed berries
● Topping= none
9. Cherry Charge:
● Flavor= cherry
● Mix-in= chocolate flakes and maraschino cherries
● Topping= none
10. Key Lime Voltage:
● Flavor= lime and cheesecake
● Mix-in= graham cracker and cheesecake bites
● Topping= none
11. Strawberry Sigma:
● Flavor= Strawberry, vanilla, and marshmallow cream
● Mix-in= Strawberries
● Topping= Whipped Cream
12. Citric Substance:
● Flavor= lemon, raspberry and citric acid
● Mix-in= mixed berries and peaches
● Topping= none
Stores can download recipe aids for their sneeze guards in the operations manual under
documents.

Ice Cream
Equipment needed:
● Measuring cup
● Bowl
● Spade
● Scoop
Once the base and inclusions are in the bowl mix the liquid ice cream together with the spade
until there is a consistent color.
Then place the bowl in the freezing station bowl cut out. With move hands away from the bowl
and step on the foot pedal to release the liquid nitrogen. Dispense a second of liquid nitrogen per
ounce of ice cream in the bowl. For a small ice cream step on the foot pedal for 4 seconds. Once
off the pedal start scraping toward the inside of the bowl with the using the spade with the
dominant hand as you turn the bowl towards you with the other hand.
If the ice cream is soft add liquid nitrogen in 2 second increments to get to the desired
consistency. If the ice cream is over frozen using the spade move the ice cream against the bowl
to temper it up to a servable consistency.
Once the ice cream is frozen step on the water pedal for 3 seconds and scrape the bowl. If the ice
cream is still stuck to the sides step on the water pedal for 2 second intervals until the ice cream
comes off the sides when it is scraped with the spade.
Scrape the ice cream to the center of the bowl breaking up larger pieces with your spade.

Scooping Ice Cream

To make round scoops follow the steps below:
1. Hold the ice cream scoop in our dominant hand and the spade in your other.
2. Plant the spade face down to one side of the bowl.
3. Scoop the ice cream towards the back of your spade
4. Pack the ice cream in your scoop using the back of your spade
5. If you can pack more ice cream into the scoop, scoop up more and pack again against the
back of the spade.
6. Pull the scoop out of the bowl and push the scoop into the bottom of the cup
7. Push down on the lever and pull the scoop up.
8. Follow this process until all of the ice cream is out of the bowl.
9. Never stack the scoops right on top of one another. Stagger the scoops to make the ice
 cream look more appealing.
10. Add topping if requested.

Italian ice
Equipment needed
● Measuring cup
● Stainless steel bowl
● Spade
● Scoop
Sub Zero has a limited menu of Italian ices. The specific Italian ice recipes are listed below.
1. Measure 8 oz of Italian ice base (1:3 ratio)
2. Add Flavors according to chart
3. Freeze similar to nondairy bases(soy, rice, almond, coconut milks)
4. Serve in an 8 oz cup
Flavors Shakes of Citric
Acid
Cherry 2 pumps cherry 1
Cotton Candy 1 pump cotton candy 0
Lemon 2 pumps lemon ice (different 0-1 depending on
from ice cream flavor) customer’s
preference
Mojito 2 pumps lime, blip of mint 0
Peach 2 pumps peach 1
Pina Colada 4 pumps pina colada 1
Raspberry 2 pumps raspberry 1
Strawberry 2 pumps lime, 1 pump 2
Margarita strawberry
Tigers Blood 3 pumps tigers blood 2
Watermelon 2 pumps watermelon 2

Shakes
Equipment Needed:
● Measuring cup
● Stainless Steel Bowl
● Spade
● Scoop
● Blender jug and lid
Shakes can be created using whatever flavors and mix-ins the customer desires. Our shakes are
served in a 16 oz cup. To make a shake get a blender jug, ice cream spade, and follow the
directions below.

1. Freeze 10 oz of cream to a soft serve consistency

2. Combine in a blender
● The frozen ice cream
● Desired flavoring (4 pumps or 6 circles)
● 4 oz unfrozen ice cream mix
3. Use the blender on the high pulse setting for 1-2 seconds at a time until it is blended, if
you blend it too long it will change back into a liquid.
4. If they would like a mix-ins add 2 scoops and pulse again for 1-2 seconds so that it is
mixed in evenly.
5. Pour into cup (use ice cream spade or spatula to get it out of the blender)
6. Place lid on cup
7. Insert straw
8. Clean any spills on cup
9. Serve to customer

Italian Ice Base:

Equipment Needed:

● Measuring cup
● Blender jug
● Mix 3-part water with 1-part sugar (for example if you use 6 cups of water you will
mix it with 2 cups of sugar)
● Store in airtight container
● Label and date storage container

Smoothies

Equipment Needed:
● Measuring cup
● Blender jug

Sub Zero smoothies require the use of a blender. A staple in both smoothie recipes is the simple
syrup mixture. To make a smoothie you will need to have a carafe filled with this mixture.

Combine in blender

1. 3 oz simple syrup (3:1 recipe)

 2. 3 oz water
3. 2 mix-in scoops of lactose free powder
4. Half a smoothie cup of customer’s selection of frozen fruits (approx. 8 oz), top off
smoothie cup with ice (approx. 8 oz)
5. 3-6 pump fruit flavor (3 pumps if the customer only selected one flavor, 6 pumps
divided evenly if they selected more than one flavor)
6. Blend until smooth

Pies
Equipment Needed:
Measuring Cup
2 Stainless Steel Bowls
Spade
Scoop
Combine in mixing bowl
20 oz cream
Desired Flavors (5 pumps, or 8 circles)
Mix-ins (2 level scoops)
Mix together
Freeze to soft serve consistency
Scoop soft ice cream into pie crust
Smooth out using ice cream spade, always go to from the middle to the outside to keep crust from
lifting.
Make sure that edges of pie crust are clean
Place entire pie in a clean mixing bowl
Fill the mixing bowl with nitrogen until pie is covered
Wait until nitrogen evaporates
Remove pie from bowl
Decorate with toppings (2 scoops of mix-in, and any syrups they desire)
Decorate with whipped cream
Place in pie box for customer
Sugar Free Cream Recipe
Equipment Needed:
● Measuring cup
● Spade
● Scoop
● Cream Jug

1. Combine it a blender
● 4 cups water
● 2 cups Lasco Sugar free powder
2. Blend until smooth
3. Pour into gallon cream container for storage
4. Label and Date storage container
5. Store in refrigerator

*Note- You can make it in whatever quantities you want, it will always be 1-part powder to 2
parts water

Lactose free Cream Recipe

Equipment Needed:
● Measuring cup
● Spade
● Scoop
● Cream Jug
1. Combine in a blender
● 4 cups water
● 2 cups Frostline lactose free powder
2. Blend until smooth
3. Pour into gallon cream container for storage
4. Label and date storage container
5. Store in refrigerator

*Note- You can make it in whatever quantities you want, it will always be 1-part powder to 2
parts water

Peanut Butter
Equipment needed:
● Measuring cup
● Cambro Container
● Whisk
Combine together in a storage container

● 1 5 lb jar of creamy peanut butter

● 1 cup peanut oil

Mix together

Note- if you have a microwave in your store you can use it to heat the peanut butter before
mixing, it will soften it so mixing is easier(make sure that no metal goes into microwave).

Catering
Catering Requirements
Catering not only provides added sales for your store, it creates opportunities to reach
new customer bases. To start offering catering services in the area store owners will need
to complete the following steps:
• Have an operating Sub Zero store
• Talk to your Area Developer about any regional policies that they have
put in place (if you don’t have an area developer talk to corporate)
• Purchase the necessary equipment
• Receive appropriate health certificates
• All catered events must meet the standards of Sub Zero in appearance,
store branding and uniformity of product.
Set Up
• The area around your setup must be kept clean and organized
• You must use tablecloths that reach the ground to cover your worktables
• You must use a logo table runner if the customer allows it
• When appropriate use a branded tent for outside events

Appearance
• Employee Uniforms consist of the following items
• Black chef coats (can be sourced from Sub Zero store)
• Black slacks
• Black non-slip shoes
• Hair must be neat and pulled back as much as possible

Store Branding
• Use branded cups at all events
• Use branded catering menus for all events
• Use a logo table runner if allowed by customer
• Use a branded tent for outside events if allowed by the customer

Product

Batches
 This style allows faster serving times and less labor. Let your customer chose 2-4 flavor
and mix-in combinations (such as sensations or customize it to their favorite flavors).
Your employees will make a large batch of each of those flavors at a time which serves
approx 8 customers per bowl made. This allows the guests to see the process but they do
not get to personalize their ice cream.
▪ Serving size – 2 scoops(approx 4 oz)
▪ Cup size – 5 oz cups
▪ Yields – 90-120 ice creams per hour for each employee working
▪ Cost – $$

Recipe:
• Cream-30 oz
• Flavor-7.5 pumps, approx 3 oz for syrups
• Mix-in(method 2 only)- 6 scoops
• Freezing- Because of the amount of cream that is being frozen the bowl will be
much colder then when you are making individual servings. You need to make
sure to only touch the rim of the bowl.
• Yield- approx. 8, 4 oz servings

Product Needed for events

• 1 gallon of cream = approx. 25 servings
• 1 50L N2 Tank = approx 200 servings(8 gallons)

Advertising
In store collateral.

Catering Equipment

Paperwork
• Event checklists
• Catering agreement example
• Pricing example
• Order form example

School Presentations
Sub Zero Education Program
Science has always been a big part of Sub Zero. The education program is an amazing way to
increase brand awareness and bring Sub Zero into local schools. All franchise owners should be
well versed in the education program and how to conduct a simple presentation for events and
schools. Below you will find videos and scripts on how you can bring Sub Zero to a local school
near you.
Sub Zero Experiments
The Liquid Oxygen Extravaganza
● Purpose: Demonstrate Condensation
● Materials: Stainless Steel Bowl (2)
● During this experiment, you will dispense liquid nitrogen into a stainless steel bowl
and place it into another stainless steel bowl. As you let the nitrogen sit in the bowl,
you the liquid oxygen will begin to condense on the outside of the bowl. Drips of
liquid oxygen will drip from the bowl as you hold it up showing the process of
condensation.
The Sub Zero Geyser
● Purpose: Demonstrate Evaporation
● Materials: Stainless Steel Bowl (3), Water Bottle
● Similar to the experiment of the expanding balloon, you will perform a similar
experiment, but without a balloon on top. This will rather be performed with just a
water bottle and liquid nitrogen allowing the students to see the pressure and water
vapor blow into the sky. The visual presentation is strong as the students can see
evaporation occurring right before their eyes.
The Ideal Balloon
● Purpose: Explain and Demonstrate the Ideal Gas Law, Show Condensation and
Evaporation
● Materials: Stainless Steel Bowl (2), Balloon
● After explaining the simplified equation of the Ideal Gas Law (PV=T) and how when
Temperature increases or decreases that Pressure and Volume should increase or
decrease. Take a blown up balloon and place it into a bowl of liquid nitrogen. Use a
Styrofoam cup to add more liquid nitrogen to help it shrink.
● Remove the balloon and show how as the balloon leaves the cold liquid nitrogen and
increase back to original form. Also, show how the gas inside the balloon (Carbon
Dioxide or our breath) became a liquid and that it will now turn into a gas right before
our eyes.
The Expanding Balloon
● Purpose: Demonstrate Evaporation
● Materials: Stainless Steel Bowl (3), Water Bottle, Balloon
● Now perform the opposite of first experiment. Take a balloon and a water bottle. Fill
 the water bottle with nitrogen, and submerge it into the nitrogen pull. Place the
balloon over the top of the water bottle with no lid. Show the size of the balloon. Now
quickly place the water bottle into a bowl of room temperature water. The balloon
will expand until explosion or until it flies of the top.
The Cryogenic Rose
● Purpose: Demonstrate Liquid Nitrogen as a Preserver of Life and Cells
● Materials: Stainless Steel Bowl (3), Fresh Rose
● Nitrogen can be used for a lot of things in the world today. Like the frozen rose,
nitrogen can preserve the life of other plants and vegetables. Nitrogen makes it
possible to send things across the world. Sub Zero utilizes nitrogen in our business as
well.
The Ice Cream
● Purpose: Demonstrate Sub Zero’s Ice Cream Making Process (Freezing)
● Materials: Stainless Steel Bowl (3), Ice Cream Spade (2), Ice Cream Scoops (2), ​1/9th
Cambro, Cream, Sub Zero cups, spoons
● Ice Cream is best made in batches when doing school presentations. The key is to
make ice cream quickly. Have teachers scoop while you make large batches of liquid
nitrogen ice cream. You will want to talk about the process while making your first
batch, but for each other make ice cream quickly.

Sub Zero Presentation Script

5​th​ Grade Common Core Education
Sub Zero Ice Cream
Introduction
Hi, my name is _________ the Cool Chemist, and I love science! How many of you love
science? (Raise your hand). How many of your love ice cream? (Raise other hand). How many
of you love science and ice cream? (Raise both hands).
At Sub Zero, we specialize in making the best ice cream on the planet using science. We will talk
more about our ice cream later. Right now, I want to focus on science!
Set Ground Rules
As a Cool Chemist, I like to ask lots of questions. Questions are one of the best ways to learn. If I
ask a question and you know the answer, what should you do? (Answer: Raise Hand!). On the
other hand, if things get too noisy, and I raise my hand up, what do you think that means?
(Answer: Be quiet). Very good. We have a great group here! Let’s practice. Everyone be very
noisy. (Raise your hand after a couple seconds and see how long it takes for them to be quiet.
Repeat activity 2 times).
Matter
Science is the study of how things work. And all “things” are made up of matter. Have you
learned about matter? What is matter?
Matter – Physical substance that can neither be created or destroyed.
This year you have learned, or will learn, about physical changes, heat transfer, chemical
reactions, and more about the world around us. The world is a beautiful place. Also, you will
learn about the Scientific Method.
Slide​ “Scientific Method”
The steps taken by Cool Chemists in the Scientific Method are:
● Ask a Question
● Create a Hypothesis
● Conduct an Experiment
● Observe what Happens
● Form a Conclusion
With our experiments today, we will follow the steps of the Scientific Method. I need all of you
to help me create a hypothesis before our experiments.
Atmosphere
Everyone, I want you all to take a deep breath (Class breaths in). Now, let it out! (Class breathes
out). One more time, breathe in! (Class breathes in), and breathe out. (Class breathes out).
Question for everyone: What did you just breathe in?
Answers may include: Oxygen, Carbon Dioxide, Argon, and Nitrogen.
There are other small gases, but those are the main elements found in the earth’s atmosphere.
Slide:​ “Earth’s Atmosphere”
These elements can be found in different physical states also known as the States of Matter.
What are the different states of matter?
Slide: ​“States of Matter”
Answers may include Solid, Liquid, and Gas
When talking about the atmosphere, we talked about gases, but these can also be condensed to a
liquid and frozen to a solid.
We need Oxygen to live. Plants need carbon dioxide to live and all other elements have their
purposes, but what about nitrogen. What is nitrogen?
Slide:​ Nitrogen #1
Nitrogen is an inert element that is colorless, odorless and makes up about 78% of the Earth’s
Atmosphere. One of the most common uses of nitrogen is as a coolant which is in a liquid state.
At a liquid state, nitrogen is very cold. -321 Degrees Fahrenheit! 321 degrees below zero!
Slide:​ Nitrogen #2
To help us learn this, before every experiment, we will countdown to Nitrogen: I will yell
MINUS! And then you say 3, 2, 1 Nitrogen!!! (Practice with students)
Now that’s really cold!
Physical Changes: Condensation/Evaporation
How do we take the nitrogen in the atmosphere and make it into a liquid? A Gas turning into a
liquid is a physical change that occurs with the decreasing of temperature called condensation.
Slide:​ “Evaporation & Condensation”
Repeat after me. Condensation. (Class yells out “Condensation!”) Again, Condensation (Class
yells, “Condensation!”)
Dispense Nitrogen from the tank into a bowl.
I hold in my hand a bowl of liquid nitrogen
(Blow into the bowl to show the vapor)
Question: What is the physical change going from a gas to a liquid?
Answer: Condensation.
Here’s our first experiment. Minus! (Class continues by saying 3, 2, 1 Nitrogen!)
Experiment:​ Liquid Oxygen Extravaganza
Question: What is happening to oxygen? Yes, the oxygen in the room is being condensed into a
liquid right before our eyes.
Does anyone know what physical change describes a liquid turning into a gas?
Answer: Evaporation.
Evaporation is the physical change moving from a liquid to a gas. Minus! (Class continues by
saying 3, 2, 1 Nitrogen!) Let’s do the experiment again.
Experiment:​ the Sub Zero Geyser
Question: What term do we use to describe gas to a liquid? (Answer: Condensation).
Question: And what do we use to describe a liquid to a gas? (Answer: Evaporation).
Condensation and Evaporation
Ideal Gas Law
We can talk about science all day, but who wants to see some more experiments? (Class screams
in joy!) Before we continue, I need to teach you about the Ideal Gas Law. Say it with me, “Ideal
Gas Law!” We must obey and follow laws. Elements too are held to standards and laws. Let’s
examine what the ideal gas law is.
Slide:​ Ideal Gas Law Equation.
For our purposes, we are going to use a simplified version of the ideal gas law.
Slide:​ Simple Ideal Gas Law Equation.
We have here the equation PV = T. P stands for Pressure, V; for volume, and T; for Temperature.
Now, let’s talk about math for just a second. Scientists love math. With both sides being equal, if
one side of the equation goes up, what happens to the other? (Kids yells, “Go up!”) And when
one side goes down? (Kids yell, “Go down!”).
Okay! We have a bunch of smart & cool chemists in this room. If I decrease the Temperature,
what happens to the Pressure and Volume? (Kid answers, “They will also decrease.”). Okay, we
are ready for an experiment now.
Blow up a balloon.
The Pressure and Volume can be seen easily with a balloon, but now I need something very cold.
Do you know anything that I can use that is cold? (Kids say, “Liquid Nitrogen!”)
So liquid nitrogen is cold which will decrease the temperature, so what is your hypothesis on the
balloon’s volume and pressure? Will it increase? Or decrease? (Answer: Decrease.).
Minus! (Class continues by saying 3, 2, 1 Nitrogen!)
Experiment:​ The Ideal Balloon
Repeat Experiment and review condensation and evaporation.
Science can be fun. It’s always cool to see things change as we observed this balloon get smaller,
but who wants to see it get bigger? (Children scream!) The Ideal Gas Law says that if we
increase the temperature that Pressure and Volume will increase and therefore get bigger!
Let’s observe. Minus! (Class continues by saying 3, 2, 1 Nitrogen!)
Experiment:​ The Expanding Balloon
Repeat the Experiment—Pop Balloon (with permission)
Again, we see the ideal gas law hold true. Nitrogen cannot disprove the ideal gas law.
Water Crystal Structure – Freezing
Biology is the study or living organisms. Biologists study plants and animals and human life. I
want to talk about plants and conduct another experiment. I have a rose. I have a question for all
you future cool chemists.
Question: What would happen if you put this rose in the freezer?
Let the students give some responses
Answer: Yes, It would turn brown and yucky! This happens because the rose reacts with oxygen
over time. What do you think will happen when we flash freeze the rose with liquid nitrogen?
Let’s observe what happens when we freeze the rose using liquid nitrogen. Minus! (Kids yell: 3,
2, 1; Nitrogen!).
Experiment:​ The Cryogenic Rose
Because the rose is submerged in liquid nitrogen the oxygen cannot react with the rose.
Nitrogen can be used for a lot of things in the world today. Like the frozen rose, nitrogen can
preserve the life of other plants and vegetables. Nitrogen makes it possible to send things across
the world. Sub Zero utilizes nitrogen in our business as well.
One more quick question, what would happen if I smashed this rose? Do you want to see?
Now the moment you have all been waiting for…
Minus! (Kids yell, 3, 2, 1; Nitrogen!)
Let’s make ice cream! And just like the rose, we are going to make ice cream using liquid
nitrogen. Liquid nitrogen makes the best ice cream on the planet because of the small ice
crystals. As you eat this ice cream, pay attention to your taste buds for the creaminess and
density of this nitrogen ice cream!
Experiment:​ Make Ice Cream
Review the information presented with the class.
Eat Ice cream. Enjoy.
School Presentations Equipment List
● Nitrogen Dewar
● Table Cover
● Table (6ft. Folding Table)
● Stainless Steel Bowls (6 Bowls)
● Ice Cream Spades (2)
● Ice Cream Scoops (2)
● Balloons (3)
● Water Bottle
● Sub Zero Presentation Booklet
● Sub Zero Pins (5)
● Ice Cream
● 1/9​th​ Cambro Pan
● Plastic spoons
● Sub Zero Cups
 ● cooler
The following equipment is needed to perform the Sub Zero School Presentation:
● 3 Bowls
● One 8 oz Sub Zero cup
● Water bottle
● 2 balloons
● Rose
● Dewar
● 4 Spades
● 4 Scoops
● 1/9 Cambro
● Nitrogen
● Cream
● Measuring cup
● Flavors
● Mix in’s
● Dewar
● Sub Zero School presentation

Procedure
The following topics will relate to in store procedures and tasks.
Store Operation
Days and Hours of operation
Stores must be operating during the following hours:
Monday-Thursday 12:00 pm- 10:00 pm
Friday- Saturday 12:00 pm- 11:00 pm
Sunday 12:00 pm- 10:00 pm
Stores may not alter hours without requesting and being approved for a change of hours
through the Change of Hours form on the operations manual.
Inclement weather:
Should inclement weather conditions arise or be anticipated that would make it unsafe to
continue business for the day, the franchisee may choose to close for the day. If unsafe
conditions continue contact your Area Developer for further instruction.
In store Marketing
The quarterly in store marketing initiative is called the Nitro.
Each quarter you will receive a Nitro. The Nitro will include marketing materials and
collateral that is in line with our national marketing initiatives. It is your responsibility to
ensure the materials are put up and the appropriate actions are taken by the employees.
The Nitro will contain a few of the following elements:
● In-store Campaign Pieces
● Digital Menu Screens
● Out of Store Marketing
● Scripts
● Social Media Assets

Put the copy of the nitro in the manager's book in the appropriate area for managers and
employees to refer to.
If you have any comments or ideas for the quarterly Nitro fill out the form under the
Nitro section of the operations manual.
Safety:
Security
General prevention guidelines:
● Lock doors after coming in for the morning shift. Lock the door once last customers have
left the store to complete closing duties then securely lock the door before you leave the
premises.
● Be observant when in the store. Do not hesitate to call police if you have concerns with
 your safety.
● Count register and complete cash drop once door has been secured.
● Complete daily deposits irregularly changing time and route.
● Do not take out trash when you are alone in the store. When taking out trash after close
do so quickly, securing the door when complete.
● Inspect locks and surveillance equipment regularly to ensure they are working properly.

Security Training
Conduct meeting on store safety yearly to ensure employees will react properly if the store is
compromised. Staff safety is our top priority so informing employees of proper procedure will
allow them to respond correctly in stressful situations
● Be observant of customers in store. If you see anything suspicious don’t hesitate to call
the police to patrol the area.
● Do not discuss daily procedures with friends or family.
● Be active during the shift allowing customers or passersby to see you.

In case of robbery

Employee safety is the most important aspect in these situations. Do not do or say anything that
will put you in danger. If this situation occurs in your store remain calm and follow these
guidelines:

● Treat all attempts seriously. Assume the robber is armed even if you cannot see a
weapon.
● Treat the robber as you would a customer. Listen and obey the robber's commands.
● Do not argue or try to resist the robber in any way.
● Keep your hands in the robbers view at all times. Remain still and calm.
● Avoid back rooms and non-visible areas.
● Do not chase or follow the robber. He may injure you or the police may mistake you
for the robber.
● Be observant but do not stare.

Vandalism

Vandalism is the act of deliberately destroying public or private property.If vandalism has
occurred follow these procedures:

● Fill out a police report

● File a claim with the insurance provider.
Post Crime Actions:

Follow the procedures listed below after a serious crime occurs

● Make sure everyone in the restaurant is safe note any injuries.

● Lock all the doors immediately do not let anyone in except emergency responders and
management.
● Call your local emergency services immediately. Request necessary assistance: police,
ambulance, etc. Advise emergency operator if there are any injuries. Do not hang up
the phone until you are told to do so.
● Call Management/Owner inform them of the incident.
● Ask any witnesses to remain until law enforcement officers arrive. If any witness
insists on leaving obtain his contact information.
● Write down all you can remember about the incident.
● Protect the crime scene and avoid contaminating fingerprints.
● Don't discuss observations or the incident with anyone until you have been questioned
by police.
● Contact your Area Developer and inform them of the situation.
● Call your insurance company and file a report.
● Resume business operations.

Harm or injury:
Employees are required to fill out an accident report and submit it to the owner if an accident
occurs in store. The accident report forms can be found on Nitro Base under the documents tab.
Franchisees will then submit the form to corporate following the instructions on the bottom of
the form.
Sub Zero requires franchisees to complete a hazard mitigation worksheet to note all
possible hazards within the store. The Sub Zero Hazard Mitigation form can be found
under the Documents section of the operations manual. Employees should also be
reminded to:
● Put out a wet floor sign when and after mopping a spill.
● Do not leave knives in soapy water
● Abide by the Nitrogen safety rules listed in the employee manual.
● Abide by equipment user manuals.
● Have a stocked first aid kit on site for accidents that may occur.

All staff should be trained on basic first aid but here are details on what employees should do in
the case of a medical emergency.
Burns:
● Flush burn with cold water
 ● Do not apply ice.
● If the burn is of a severe nature contact emergency services.
Cuts:
● Apply pressure to wound.
● Wait for bleeding to slow/stop
● If the cut is of a severe nature contact emergency services.
Fall:
● Ask if the person is in any pain.
● If the fall is of a serious nature call emergency services.
● If the fall is not serious have the person sit up and leave when they are ready.
Nitrogen Burns:
● Flush the burn with 105-degree water to reduce freezing of the tissue.
● If the burn is large the it will cause a lot of pain once warmed up. Warm up area slowly to
allow for transport to the hospital for powerful pain relief.
● Loosen any clothing that may restrict the circulation of the blood.
● Do not apply heat to the affected parts, but keep the area warm.
● Cryogenic burns will swell and are very prone to infection. Protect the burned area with
sterile gauze to deter infection or further injury.
● If the burn is of a severe nature contact emergency services.
Nitrogen Eye Contact:
● In case of splash flush eyes with water for at least 15 minutes.
● See a physician if irritation persists.

Foreign Objects
If a foreign object is found in the customer’s product take the following steps.
1. Offer to replace product
2. Take the customer's contact information. (Do not accept responsibility or admit
guilt)
3. Offer to take the product from the customer for further investigation.
4. Take a picture of the foreign object.
5. Check the remainder of the product for foreign objects.
6. Notify the manager of foreign object found.
7. Contact food supplier if object was incorporated pre- delivery.
Handling customer illness
Follow the steps below if a customer reports illness due to product obtained at the store.
1. Don’t accept blame or admit guilt.
2. Gather contact information of customer.
3. Gather information on what the product was, and when they visited.
4. Ask the customer what symptoms they are experiencing.

Nitrogen Safety:
All Employees are to be trained in the use and risks of liquid nitrogen. Use of nitrogen can be
equated to a deep fat fryer, where there’s a risk of splashing, but careful attendance to the job is
all that’s needed to keep everyone safe. We do recommend stores enforce employees wearing
safety glasses at the freezing station. See the Sub Zero Store for purchasing. These are the risks
that can come from using liquid nitrogen:

1. Asphyxiation: This happens when too much nitrogen is in the air and not enough oxygen.
It can actually occur any time there is not enough oxygen to breath. This is simple to
remedy. We keep our ventilation system running all day to create airflow, and our doors
are constantly opening and shutting creating fresh air movement. Asphyxiation has never
been a problem at Sub Zero Ice Cream. We also have oxygen monitors in every store so
that we are aware of any lack of oxygen before it becomes a problem
2. Frostbite: This occurs when the nitrogen in its liquid form touches the bare skin for too
long a period of time. Frostbite from liquid nitrogen can injure you for as little as 2
minutes or as long as a few weeks. It will only blister and then disappears leaving little if
any scars. We have never had any long term incidents with frostbite. You would have to
have zero feeling in your body whatsoever in order to keep in contact with the liquid
nitrogen long enough to get frostbite. If you keep moving and don’t let the nitrogen settle
in one place it will never burn you. When it splashes on your skin, the temperature of
your warm body and the exposure to the warm air causes the liquid nitrogen to evaporate
back into a gas before it can burn you.
3. High pressures: When any liquid or gas is dispensed at high pressures, there is danger of
injury. However, at Sub Zero Ice Cream we keep our liquid nitrogen way below the
industry standard pressure and therefore have no risk of injury from the pressure of the
liquid.
4. Nitrogen policies with customers:
● Never, under any circumstances, give Liquid Nitrogen to customers.
● Never, under any circumstances allow nitrogen come in contact with the customers.
● Never, under any circumstances try to put nitrogen into any container not built to
contain nitrogen.
● Never use liquid nitrogen for any other purpose then freezing ice cream.
● Never take liquid nitrogen off the premises.
● Be knowledgeable about the Liquid Nitrogen. Customers are naturally curious about
our process, and particularly the Liquid Nitrogen. They will have questions, and even
 concerns. Be informed and ready to enthusiastically answer them.
● There are some fun demonstrations you can do with liquid nitrogen for the customers
or groups on a field trip, and your manager will know of these. Do not do any
demonstrations without prior training and permission for your manager.

Dish Washing
To wash dishes, take the bus pan back to the three compartment sink then proceed with the
following:
● Pre Scrape
● Turn valve to shut off water to faucet
● Fill Wash Compartment with hot (110 Degrees F) water/Detergent.
● Fill Sanitize Compartment with lukewarm water and Sanitizer solution.
● Let item soak in water
● Use brush/cloth to agitate the surface of item.
● Rinse with clean water
● Sanitize by immersing objects for 1-2 minutes

Testing sanitizer for strength:

• Obtain solution sample
• Allow foam to settle/cool (75 Degrees F)
• Dip tape for 10 seconds and compare color on strip to color indicator.
• Tape should read 200-400 ppm.

Air Drying:

Allow items to drip dry using the shelving to create room between each item. Turn bottles
and containers upside down

Store Maintenance
Equipment:
Bus Pans:
Bus pans should be cleaned daily. To clean bus pans complete the dishwashing steps.
Cold food well:
The cold food well should be cleaned nightly following the procedures below.
1. Empty food well and put contents in refrigerator
2. Take railings and empty pans back to be washed
3. Turn unit off
4. Unclog drain
5. Pour warm water in well and use cloth to wipe food particles down drain.

Cryogenic Equipment: -explanations and equipment

Employee should know that the first response to anything regarding nitrogen flowing
uncontrolled will be to contain the flow of the nitrogen both by placing a bowl under the
nozzle to keep it from spilling on the counter, followed by manually closing the main
safety valve to completely stop the flow of nitrogen until they can figure out what the
problem is and the steps that they need to follow to fix it.

● Leaking piping- If there is any smoke or liquid leaking out of any part of the
nozzle or piping.
1. Contain the leak, place something under the leak to contain the nitrogen from
spreading
2. Close the main safety valve on the tank
3. Open the electronic valve to empty piping of nitrogen
4. Use a wrench to tighten the area that it was leaking from
5. Open the main safety valve
6. If it is still leaking call your manager/owner

● Leaking Valve- Nitrogen leaking out of the nozzle when the electronic valve is
closed.
1. Contain the leak, place something under the leak to contain the nitrogen from
spreading
2. Close the main safety valve on the tank
3. Open the electronic valve to empty the piping of nitrogen
4. Call your manager/owner and let them know what is happening

● Diffuser comes off- The diffuser comes unscrewed and comes off the nozzle
1. Stop the flow of nitrogen with the electronic valve
2. If the diffuser fell into an ice cream wash off thoroughly and follow the steps
for a wet diffuser
3. Screw the diffuser back into place

● Diffuser gets wet- When the diffuser gets wet the water on it will freeze and clog
the holes so nitrogen will not be able to come out.
1. Unscrew the diffuser
2. Thoroughly dry the diffuser
 3. Once there is no water on it you can screw the diffuser back on the nozzle
4. DO NOT OPEN THE ELECTRONIC VALVE WHILE THE DIFFUSER IS
NOT ATTACHED

● Diffuser breaks- The tip of the diffuser breaks off

1. Stop the flow of nitrogen using the electronic valve
2. Unscrew the diffuser
3. Call your manager to report the incident
4. Replace with a new diffuser

● Oxygen monitor goes off- The oxygen monitor starts beeping signifying that there
is below the recommended amount of oxygen in the room
1. Stop dispensing nitrogen
2. Open all the doors leading outside to allow oxygen to enter the room
3. If oxygen levels continue to drop, clear the room
4. Once the monitor stops beeping the room is safe, there are no residual effects

● High pressure on tank- The nitrogen will be coming out faster than normal and
may splash out of the bowl
1. Check the pressure on the tank
2. The pressure should be between 25-40 psi
3. If the pressure is above 40 psi open the vent to relieve the pressure
4. Once the pressure is back in the proper range close the vent

● Low pressure on tank- The nitrogen will be coming out slower than normal
1. Check the pressure on the tank
2. The pressure on the tank should be between 25-40 psi
3. If the pressure in below 25 psi turn the pressure builder on
4. Once the pressure is back in the proper range turn the pressure builder off

Cryogenic Piping:
Cryogenic piping will need to be wiped down weekly and inspected. If any frost or
condensation is found contact your supplier for further instructions.

Cryogenic Tank:
 The cryogenic tank will need to be wiped down weekly with stainless steel spray. A
cloth and warm water can also be used on the top of the tank if there is dust
accumulation. If using a wet cloth use a dry cloth to dry the area to ensure the
Stainless stays spot free.

Dipper wells:
Dipper wells should be cleaned nightly using warm water and a cloth.
Dispensing and freezing station:
The Dispensing and freezing station should be cleaned nightly.
To clean the dispensing station, use the following steps:
1. Pull Stainless steel face plate up
2. Pour warm water in basin
3. Use cloth to clean residue

Three Compartment Sink

A basic cleaning of the three compartment sink should occur nightly following these
steps:
1. After using the three compartment sink drain the basins
2. Use a cloth to wipe the exterior of the sink
3. Use a cloth to wipe any residue inside the basin
Clean the exterior on the sink with stainless steel spray weekly.
POS System:
The POS system should be kept very neat and clean throughout the day. Wipe the system
down with a damp paper towel daily to avoid the accumulation of dust. Open the drawer
and wipe the inside of the drawer with a damp paper cloth monthly.

Sanitizer Buckets:
Sanitizer buckets should be refreshed at least 3 times a day at shift changes. If the water
gets murky between refills dump out the water and refill again. At the end of the day
clean the inside of the bucket then place it upside down on the drain boards to dry.

Waffle cone maker:

The waffle cone maker should be wiped down with a sanitized cloth after use. Avoid
wiping any part of the iron until it has cooled down. Once the iron is cool use a damp
cloth to wipe any excess grime. Clean the plates weekly with a wire brush. Refer to user
manual for more detailed information.

Utensils:
Utensils and small wares will need to be cleaned between uses. With the exception of
spades and scoops when they are in dipper well. Wash Rinse Sanitize and Air dry all
other items.

Refrigerator
Exterior and Interior: use mild detergent and hot water. It is important that you remove all
excess soap and dry the surfaces thoroughly. Never, under any circumstances, use an
abrasive or alkaline solution. Occasionally it may become necessary to clean the interior
surface for sanitary purposes. A mild solution of baking soda and warm water will tend to
impart a clean, sweet smell to the interior should odors occur from spillage or container
breakage. Never leave standing water inside the walk-in cooler or freezer.
For other maintenance steps refer to the user manual.

Freezer:
Exterior and Interior cleaning: The interior and exterior of the unit can be cleaned using
warm water with soap. It is important that you remove all excess soap and dry the
surfaces thoroughly. Never, under any circumstances, use an abrasive or alkaline solution
The door gasket should then be cleaned to maintain proper sealing. A deep clean should
be done weekly according to your manager’s book.
Condenser fins should be cleaned at least every three months or as needed. To maintain
proper refrigeration performance, the Condenser coil must be free of dust, dirt, and
grease.

After you have performed these cleaning items check to make sure unit is functioning
properly. For other maintenance steps refer to the user manual.

Ice machine:
Exterior: Quarterly vacuum the right side of the air cooled condenser with a brush to
remove all loose dust and dirt. Be careful not to damage the fins. Wipe down exterior
with detergent and warm water.

Interior: Scale frequency should occur twice a year. To remove scale and sanitize your
system refer to your user manual for detailed instructions.

FRP:
Wipe down FRP with water and soap. Do this daily.

Floor tile:
Floor tile must be swept and mopped nightly using specific floor cleaning solution. For
built up grime use a scrubber and warm water.
 Wall art:
Wall art can be cleaned using a damp cloth.

Wallpaper:
Wall paper can be cleaned using a damp cloth. Do not scrub vigorously just dab affected
areas.

Windows and Doors:

Windows and door glass need to be cleaned at the beginning and end of each day. Use
window cleaner and a paper towel to get a streakless clean.

Sneeze guard and Tank guard:

Sneeze guard and tank guard need to be cleaned at least 3 times a day. Use glass cleaner
and spray into a paper towel, then wipe the glass to remove fingerprints or grime.

Pest prevention

Perform a self-inspection to note all signs/entries for pests. Then follow these tips to
reduce threat.
● Keep food in sealed containers 6 inches off ground
● Clean surfaces well
● Sweep and mop daily
● Check deliveries for signs of pests.
● Install self-closing devices on doors
● Seal all cracks in holes or walls
● Follow FIFO
● Take trash and boxes to garbage daily.

Hire a professional pest control specialist.

● Ensure certification
● Ask for references
● Ensure the PCO has insurance to cover the work

Restaurant Exterior
Signs:
Keep sign faces clean. Maintain cleanliness though yearly face cleanings with soapy
water and a sponge.
 Seating:
Clean outdoor seating area daily. Use sanitizer water and cloth to wipe tables and chairs.

Storefront:
Sweep storefront daily then hose or scrub ice cream spills in front of the store. Repair any
exterior damage to keep the storefront neat.

Policies
Cash Control:
Do not have large amounts of cash in the cash drawer. Keep bills and coins organized to
avoid errors in giving change.

When receiving cash from a customer repeat the amount you are given. “Out of 10?” This
will minimize confusion. When giving the customer change count back from the
purchase. If the purchase is $4.00 count and they pay with a $10 bill count “5,6,7,8,9,10”
to ensure the accuracy of change given and received. It will also reaffirm the amount
initially given.

Opening cash

Stores should have an opening balance of $150 to make change in the first few hours of
business.
We recommend the following:
50 $1 50
10 $5 50
4 rolls of pennies 2
4 rolls of nickels 8
4 rolls of dimes 20
2 rolls of quarters 20
This breakdown may change based on the needs of the store.
Change fund:

The change fund is change that employees may access in the even they need smaller bills/
change. If an employee needs more pennies they can access the fund and trade a dollar
for 2 rolls of pennies.
 The amount of change in the fund should be limited to around $300. This will need to be
balanced with the register every night to address overages/shortages.
At the beginning and end of an employee’s shift. The employee on the register will need
to count the cash in the register and change box to ensure the quantity. If there is any
discrepancy as to what is in the drawer the employee will need to contact the manager to
inform them of the overage/shortage. The employee will also count the till and cash box
at the end of the shift to ensure accuracy.

Deposits:

Count the money in the register and change fund. Complete the steps on the drop form
and determine your cash deposit. Once you have determined your drop check it against
the automated amount. Take the larger bills out of the register to account for the cash
sales. If there is an under take the amount from the tip jar and put it in an envelope to put
in the drop safe.

If the cash sales are consistently over/under, try to determine the cause. In most cases it is
employee error.
● Ringing up orders wrong
● Giving incorrect change
● Counting drawer incorrectly.
If you are unable to pin it on any of these items, it may be employee theft.

Investigating Losses:
Loss can occur in several different capacities:
● Food & Products
● Cash
● Credit Card Information

Bank deposits:

Make bank deposits daily varying time and route for safety. Try not to make deposits at
night.

Debit and Credit Transactions

Debit and credit transactions must be rung through the register at the time of purchase.
All debit transactions must be rung through the register as credit transactions.
 Stores must have the required VeriFone VX 805 with the Magtek Idynamo V3 purchased
as a backup.

Gift Cards

Sub Zero Offers Gift cards which can be redeemed at all of our stores. To check the
balance press check gift card balance on POS and swipe card.

Compliance
Stores will be evaluated quarterly to determine compliance. Stores will be evaluated on
operations listed in this book as well as consistency and customer service. During
evaluation AD’s or corporate may ask for reports and cost percentages.

An evaluation form will be completed for each store upon each visit. Items that are
critical to the safety of the business will need to be corrected immediately while some
operational items will be allowed a time period to correct.

Sales and Cost Reporting

All transactions including catering and events must be rung through the POS.

Taking inventory
To indicate the health of your business it is important to take inventory weekly.
Deliveries and inventory information will be kept on the inventory spreadsheet which can
be found in the operations manual under Documents.

POS System
Sub Zero operated with an Ipad POS system. There are a few safe guards to take when
operating this system.
● Lock web browsing capabilities
● Lock app downloading capabilities
● Do not stream music over Ipad
● Change passwords on a regular basis
Update your POS software at least quarterly to ensure proper function.
Display Side
Discounting
Discounting items:
1. Select item.
2. Select discount.
3. Select appropriate coupon for the coupon presented.
4. Enter manager code.
5. Select save.
Discounting whole orders:
1. Select items in order
2. Select Apply Discount or Coupon
3. Select Discount
4. Select Save

Quick Drop
1. Select Paid Out
2. Enter amount
3. Select deposit toggle
4. Select create
Logging into POS
1. Select Login ID
2. Enter password
3. Select Login

Adding items to an order:

1. Select the applicable heading.
2. Select the items ordered on the drop down to add them to the ticket.
Deleting items from the ticket:
● Press on item and select delete or slide the item left and select delete.
● Delete a whole order by selecting new order from the options at the bottom of the
display.
Processing transactions
1. Select items in order
2. Press tender
3. Select cash or credit
a. Cash:
Dollar Up: Select Next $ to take amount to the next dollar.
Quick amounts: Select preset amounts.
 Enter amount: Enter full amount in Paid space and press cash
b. Credit:
Select Credit Card.
Swipe Card when applicable.
c. Split amount between forms
Enter amount you want to process in Paid space.
Select cash/credit.
Remaining amount will populate in paid.
Select cash/credit.

Back End
Sales Summary
To access the “Sales Summary” do the following:
1. Select “Sales Reports
2. Select “Sales Summary”
3. Select time period in which you would like to see.
4. Press “Preview”
This report allows you to view cash and credit sales as well as itemized sales.
Hourly Sales
The Hourly sales report will be used to Schedule employee shifts. To access the hourly
sales report, do the following
1. Select “Sales Reports”.
2. Select “Hourly Sales”.
3. Select a date range.
4. Press “Preview” to view hourly sales during that time period.
Look for trends through week days and weekends to establish a general schedule also pay
attention to sales numbers that are anomalies. As a guide each employee should be
capable of handling $50 an hour. Look through the sales daily to schedule per day.

Coupons
A coupon needs to be set up for every offer the store runs. Do not enable employees to
enter in no coupons discounts.
To create a coupon, complete the following steps:
1. Select “App Settings”.
2. Select “Coupons”.
 3. Select “Main” Menu.
4. Select “New”
5. Enter Coupon Name.
6. Select “In-Store Only”
7. Select “Discount Type”
a. Amount: Dollar amount off item/total. ($1.00 off a Medium Sensation)
b. Percentage: Takes Percentage of item/total. (50% off a Medium Sensation)
c. Price Adjustment: Changes total to a specific amount. (Comp a Medium
Sensation)
d. Promotion: Tracks sales. (Track fundraiser sales)
8. Enter in Discount Value by decimal.
9. Enter “Start Date” for coupon.
10. Save Coupon
11. Refresh POS using the blue refresh symbol on the bottom left of the Display login
page.
Coupons should be collected and stapled to receipts and dropped daily. They should be
collected throughout the week and then reconciled during weekly paperwork. To
reconcile coupons, complete the following steps:
1. Select “Management Reports”
2. Select “Coupons”
3. Select date range for coupons used in that time period.
4. Press “Preview”.
5. Ensure Coupons align with Coupon totals on “Individual Item Coupons” and
“Receipt Coupons”
6. Check the “Discount Section” for any sales with “No Coupon” discounts.
Drop form
1. Login with Username and Password
2. Select “Manage Cash” from the menu bar
3. Select “Drop Form” from the drop down menu.
4. Select the register you would like to complete the Drop Form for.
5. Make sure the start/end dates and times match the cash drop you are
about to do.
6. Make sure starting balance accounts for your till and cash fund.
7. If you completed any payouts during the shift, make sure they are
noted.
8. Count cash in till and cash fund.
9. Enter counted amount in the first count total.
10. Take cash over the starting balance out of your till. Take larger bills
out first to build to that amount.
11. Enter amount left in till in the second count total. The
 calculated drop will appear in calculated drop box (after-before).
12. Enter in the actual drop(cash over staring amount) in actual drop box.
13. Enter bag number corresponding with cash drop.
14. Press save.
15. Enter in Employee Username and password in prompt.
16. A prompt will appear with the amount over/under from calculated
drop.
17. Put cash in envelope with total, date and employee name on front.
18. Drop envelope in drop safe.

Balance Summary
To check daily drops and over/under amounts visit the balance summary on the backend
of the POS. To view the summary, complete the following:
1. Select “Manage Cash”.
2. Then select “Balance Summary”.
3. Select the date/date range to view cash drops.
4. Press “Preview”
5. The drop forms will appear below the date range selection.

Editing Cash Drops

To edit Cash Drops, follow the steps below:

1. Select “Manage Cash”.

2. Then select “Balance Summary”.
3. Select the date/date range to view cash drops.
4. Press “Preview”.
5. The drop forms will appear below the date range selection.
6. Select “Edit” on the drop you would like to edit.
7. Make necessary edits.
8. Add note as to why you have edited drop form.
9. Press “Save”.

Creating Users
1. App Settings
2. Select Users
3. Press New
4. Enter User Name
5. Enter Full Name
6. Select Role
 a. Cashier: Able to sign into back end and create/view drops.
b. Report Viewer: Lower admin and ability to view reports.
c. Store Admin: Lower admin and ability to alter menus and users on store
level.
d. Company Admin: Lower Admin and ability to alter menus and users on
multi-store level.
7. Select Store
8. Enter Email
9. Enter Password
10. Select Active
11. Save

Creating Cashiers
1. Select App Settings
2. Select Cashiers
3. Select New
4. Enter Employee Name
5. Enter Cashier Number
6. Enter employee password
7. Select permissions
8. Press save

Creating Menus
1. Select App Settings
2. Select Menus
3. Select Menu
4. Once screen has refreshed press Menu
5. Enter menu name, tax rate, select update tax rate for all menu items.
6. Select Active
7. Select Items
8. Select Menu heading
9. Select item
10. Select edit
11. Alter price
12. Press Update