1 3 TABLE OF CONTENTS INTRODUCTION 4 GREETING GUESTS 6 ANSWERING QUESTIONS 6 BODY LANGUAGE 7 CUSTOMER SERVICE OBJECTIVES 7 GUEST COMPLAINTS 8 APPEARANCE AND UNIFORM STANDARDS 9 EMPLOYEE STANDARDS OF CONDUCT 10 GENERAL GUIDELINES 11 COMMAND POST 12 COMMUNICATION WITH THE MEDIA 12 NATIONAL ANTHEM 12 SMOKING POLICY ENFORCEMENT 12 RADIO ETIQUETTE 13 CULTURAL DIVERSITY AWARENESS 13 SEXUAL HARASSMENT POLICY 14 ADA GUESTS 15 IF YOU SEE SOMETHING SAY SOMETHING 16 TEAM ALCOHOL MANAGEMENT 19 FIRST AID & MEDICAL INCIDENTS 20 SECURITY RELATED INCIDENTS 22 REPORT WRITING & DOCUMENTATION 22 EMERGENCY EVACUATION 23 SAFETY PROCEDURES 24 CONCLUSION 26 4 INTRODUCTION The 2020 Event Services Handbook will serve as your year long training guide for all events at Exploria Stadium. This handbook will cover various topics including customer service, Stadium policies, event communication, and serve as our overall safety and best practices guide for any staff working in the Stadium. We must make every effort to ensure that our guests leave satisfied. The public’s image and opinions of Exploria Stadium are formed by our appearance, behavior and attitude. You are the key to providing service in a caring, professional and knowledgeable manner. Satisfied guests will not only return to Exploria Stadium, but they also bring their friends, or tell their friends about the extraordinary experience at the stadium and refer them to come see. As employees of Exploria Stadium and our affiliated partners, we share a common goal of providing our guests with a consistent level of service that exceeds their expectations and enhances their entertainment experience. Please feel free to discuss this information with your supervisors and fellow employees of Exploria Stadium. We ask for your commitment and participation to ensure that this image remains positive and that your conduct always reflects professionalism, courtesy and integrity. To begin, our Exploria Stadium service framework is defined by these four points: These are the pillars of what makes us at Orlando City Soccer Club and Exploria Stadium standout as a leading sports entertainment venue. These pillars serve as a guide for you to remember during every guest interaction. Ensuring that in any scenario, safety is our top priority, all guests and staff are treated with respect, we interact with our guests in style and treat them as family, and ensure in all of our processes we are being as efficient as possible. Follow safety protocols at all times SAFETY RESPECT STYLE EFFICIENCY Represent the brand in a professional manner at all times. Treat all individuals with equal respect. Use your knowledge to be resourceful and responsive. 6 7 Positive non-verbal communication is an excellent tool for promoting a friendly and courteous feeling, but like any other skill, it must be studied and practiced. Our posture, gestures, and facial expressions all contribute to creating a welcoming feeling when conversing with guests and other employees of Exploria Stadium. No factor has greater influence on our ability to successfully interact with people than our own approach and attitude. Guests are quick to see the difference between our caring and not caring about their experience. It is important that we enjoy what we are doing and that we project that enjoyment to our guest. Be aware of how your body language is being perceived, and present a positive and enthusiastic image at all times. To help ensure that the non-verbal messages you display conveys a caring attitude, use these simple but effective guidelines: • Stand up straight, and look attentive. This shows guests that you are interested in helping them and that you are approachable. • When giving directions, use courteous phrases accompanied by friendly gestures and open hand signals when appropriate. • Smile! Your attitude is automatically reflected in your facial expressions. Some negative body language to avoid includes: • Leaning, sitting, or placing your feet on walls, handrails, tables or counter tops. This implies that you are unapproachable or too tired to be bothered. • Crossing your arms in front of your chest or being on a personal cell phone is a blatant “do not disturb” signal and a defensive gesture. • Placing your hands in your pockets suggests that you are disinterested and have too casual an attitude. • Watching the event rather than looking for guests who require assistance implies that you care more about your own entertainment. • To satisfy the needs of every guest so they will keep coming back to Exploria Stadium. • To keep all guests safe and comfortable while at our Stadium. • To provide immediate and undivided attention and resolutions to guests’ special needs. • To find solutions to any issues/incidents that arise no matter how small. • To develop a reputation for exceptional customer service and fan experience. • To turn negatives into positives. • Regardless of team performance on field guests enjoyed their time at Exploria Stadium. BODY LANGUAGE CUSTOMER SERVICE OBJECTIVES GREETING OUR GUESTS You will never get a second chance to make a first impression. Anyone, from any department or vendor, could be the first employee that our guests encounter upon arrival at the stadium, so making a good first impression is paramount to our success. Here are some tips to making a good first impression: • Acknowledge the guest immediately • Establish eye contact, Smile • Give a warm greeting “Welcome to Exploria Stadium” • Address the guest as “sir” or “ma’am” • Never argue with a guest • Treat guests with “RESPECT” • Give a fond farewell “Enjoy the game” Regardless of where you work, you will be asked a variety of questions during an event. Courtesy and patience are vital in answering all questions. “Efficiency” means learning all you can about your job responsibilities, the layout of Exploria Stadium, and all other events that are held at Exploria Stadium. Actively participate in training sessions and pre-event briefings. Read handouts, newsletters and newspaper articles about all the events that will be at Exploria Stadium. Check our website and social media for live updates on the Club and Stadium. A greater understanding of what your job is all about gives you added confidence in dealing with guests. In turn, guests will react with deeper respect for you and the job you perform. Here are some basic guidelines to follow: • Acknowledge questions as soon as possible, never make a guest wait for your attention. • Be proactive and offer help, and never wait to be asked. • Read your “One Sheeter” and Production Packets/Training Guides prior to working your post, once on your post use your “One Sheeter” and or map to assist guests. • Be accurate with your responses and very familiar with your assigned area, as well as stadium guidelines and do not deviate from outlined procedures. • If you do not know the answer to a question after looking through your “One Sheeter” and training material, please always refer the guest to our in Stadium Guest Services Booth located behind Section 2 closest to Gate A. • Never tell a guest, “I don’t know” when asked a question. Answer with “That’s a great question, let me find the answer to that for you.” • If you have a radio call our Command Post on Ch.1 who can also assist. ANSWERING QUESTIONS 8 9 There will be times that we will not be able to meet everyone’s expectations. Your challenge will be in handling that small percentage of people who are not very cooperative with the people around them. In these instances, patience and empathy should be your focus. Handle all guest complaints with delicate concern, using all of the guidelines discussed in this section of the handbook. Above all, put yourself in the guest’s place. Some specific guidelines are as follows: • Listen carefully to the complaint. Avoid interrupting a guest. • Always restate the guest’s problem, so that they know you understand their concerns and that you are listening carefully. • Empathize, be supportive and provide helpful information for resolving the guest’s concern. • Document- Feel free to ask the guest to take notes while they are explaining to you. • Explain what action you will be taking to correct the problem. Do not make promises. • If possible, take the corrective action yourself. If you need assistance, find your supervisor immediately. Do not abandon the guest, or tell them to find someone else. • If possible, move the discussion away from other guests to the concourse. An audience may inspire some guests. They may calm down once they are in private. • If the guest has become too irate and/or is becoming verbally abusive simply contact your Supervisor or Mgmt. team for back up do not continue to go back and forth with the guest. • Never raise your voice or speak in a condescending tone. • Thank the guest for bringing the problem to your attention. • Following the interaction, complete an Incident Report, so that either the proper personnel can follow up with the guest if needed. When a guest presents you with a problem or concern, please use common sense and a practical understanding of Exploria Stadium’s policies and procedures to provide the answer or take the appropriate action quickly and with courtesy. Below are some examples of “Poor Service” techniques. Please ensure you don’t find yourself helping guests the following ways. • Brush Off – Trying to get rid of the guest by brushing off their needs with a response that does not completely solve the problem, but lets the service person off the hook from doing anything special. • Coldness – A stern sort of curtness, unfriendliness or impatience that suggest that the guest is somehow bothering them. • Condescension – Treating the guest with a patronizing attitude. • Robotism – The employee who puts every guest through the same program with the identical body motions and slogans/phrases, with no trace of sincerity. • Run Around – The employee who constantly refers guests to others to find answers to their concerns or problems, knowing the others might not even be helpful. All employees working at the stadium should strive for an appearance that is natural and attractive. Our appearance is often the first impression that we present to our guests. Portraying a professional image is consistent with our desire to always exceed our guest’s expectations. Each employee must adhere to the appearance standards described below. Always look your best when representing Exploria Stadium. Uniform Standards: The following list indicates the uniform and personal appearance standards for all employees working at Exploria Stadium. • Picture Identification or Gameday Credentials should be worn proudly. It must be arranged in an upright position with the picture side out, and visible always, while displayed on the left chest or on lanyards that are available. Any time you are working your picture identification should be worn on your outermost garment. • Shoes should be comfortable and entirely BLACK in color. We recommend shoes with a rubber sole, as most positions require that you stand or walk for extended periods of time. A slip resistant sole is a valuable safety precaution. • Jewelry will be regulated by your supervisor. Extreme body adornments such as nose, lip, or eyebrow rings are not permitted. • Cell Phones must be turned off and may only be used while on break. • Hair styles for men should be neatly combed. Mustaches, goatees and beards must be neatly trimmed. Hair styles for women should be neat and out of the eyes. Hair accessories should be worn in good taste and should complement the uniform colors. • Employees must arrive to Exploria Stadium with good hygiene, which include but are not limited to brushing teeth, showering regularly, washing hands, and using deodorant. GUEST COMPLAINTS APPEARANCE AND UNIFORM Some Reasons Guests Are Difficult: • They are tired or frustrated. • They are confused or overwhelmed. • They are defending their ego or self esteem around others. • They have never been in similar situations before. • They feel ignored since nobody has listened to them. • They may be under the influence of alcohol or drugs. • They do not speak or understand the language very well. • They have been treated poorly in similar situations in the past. • They had a bad experience in a parking lot, gate entry, box office. Understanding the reasons why guests are frustrated makes it easier to address their concerns. 10 11 The stadium management expects all employees to observe common-sense rules of honesty, courtesy, safety, and attendance. Standards of conduct are not created to restrict any employee’s rights, but to maintain the highest standards of service per the Stadium’s service framework. Attendance We ask all employees no matter what your job function is to arrive to work on time. It is important to ensure you receive all event “One Sheeters,” documentation, and Supervisor/MGMT briefings for the day to be prepared to service our guests. Employees arriving late will often not get “One Sheeters,” miss their briefings, and are rushed to post without proper preparation for the days events. If you are running late, please ensure you notify your Supervisor or you could possibly be denied entry at the Staff Entrance. Breaks Breaks will be given to employees of Exploria Stadium at the designation of the Supervisor/ company in charge. All Breaks must be taken in the areas designated by your Supervisors. No breaks are allowed to be taken in any FOH (Guest facing) areas of our Stadium. Please ensure you are not using a cell phone on the way to the break areas while still in FOH (Guest facing) areas. While it may be necessary for you to move about the stadium during your break, you may be considered on duty by a guest. The following general Standards of Conduct are illustrative and do not encompass the full extent of the professional behavior that is expected of you while working at Exploria Stadium. Employees who will be working at Exploria Stadium are expected to: • Be punctual and in uniform at the scheduled time. • Inspect your assigned work area for safety and cleanliness. Report any issues to Supervisors. • Know Exploria Stadium’s policies and procedures in this handbook. • Know your two closest emergency evacuation points to your assigned area. • Know your nearest men’s and women’s restroom locations to your assigned area. • Report all incidents/complaints/injuries that occur on property in a timely manner. • Make your best effort to resolve all guest concerns and complaints. • Ensure that all areas of Stadium are maintained as non-smoking. • Report the abuse of alcohol and drugs by guests and employees to a supervisor. • Advise your Supervisor when you are using medication which may affect your ability to work safely. • Follow instructions from your Supervisor. Employees who will be working at Exploria Stadium are NOT to: • Be absent or tardy without proper notification. • Solicit autographs from celebrities/players at Exploria Stadium before, during or after shift. • Engage in personal conversation with any celebrities/players before, during or after shift. • Be under the influence of alcohol or drugs. • Carry weapons. • Use an I.D. or uniform for admittance to the stadium when not scheduled to work. • Falsify records or documents. • Destroy, vandalize, or remove Exploria Stadium property or equipment. • Associate or do business with any ticket resellers or scalpers. • Move to the front of a line when purchasing from a concession stand. • Smoke, eat, drink, chew gum, or tobacco while on duty or in public view. • Accept money or other gratuities to allow guests for favors. • Accept or ask for any unused tickets from our guests for any reason. • Sit in any ticketed guest area seat once the doors have opened. • Leave your assigned area without a specific purpose toward our guests or being released your immediate supervisor. • Leave work without authorization. • Give unauthorized statements to any member of the media. • Discuss personal business or work related issues in front of guests. • Use your cell phones in public areas when guests are present or doors have been opened. • Willfully allow others to enter the stadium without tickets. • Escort family or friends into the stadium without a ticket. • Enter restricted areas without the proper credentials or authorization. • Solicit or take promotional items distributed at the entries. • Solicit free food, ice, or beverages from any vendor or concessionaire. • Re-sell complimentary tickets or merchandise. • Re-sell any portion of the employee uniform. • Swear at, threaten, or raise voice to any guests or other employees. • Engage in fighting or shoving with guests or employees. • Use racial, or any type of offensive language towards guests or other employees. • Use excessive physical force during a crowd control situation. • Sleep or lay down on the job. • Read or study while on post/duty – unless approved by a supervisor. • Distribute unauthorized literature or printed material to guests or staff. • Take breaks in unauthorized areas. • Duplicate keys without prior authorization. • Photograph players or celebrities for personal use or sale. EMPLOYEE STANDARDS OF CONDUCT GENERAL GUIDELINES 12 13 The Command Post is the central information center for Exploria Stadium during most events. All incidents are to be radioed to Command on Ch. 1. Specifically, emergencies, security incidents, medical incidents, and all maintenance incidents are to be immediately reported to the Command Post. OPD, OFD, In House Security, Contracted Security & Guest Services, and Cleaning are all present in the Command Post for every ticketed event. Command Post has final decision on any event weather delays or event delays for any other reason. All employees are prohibited from making any comments to the media. If you are approached by the media, employees and staff shall politely decline comments and refer the media to contact Exploria Stadium Communications department. Never presume to speak about any issue concerning Exploria Stadium, or any of its affiliates. When the “Star Spangled Banner” is played or performed, all employees of Exploria Stadium should show the proper respect by facing the flag, and standing at attention. All talking and working should stop within the seating areas during the anthem. If you are carrying a radio, please turn it to the lowest possible setting, or turn it off completely until the conclusion of the anthem. Concourse activity may continue per normal operations throughout the performance or recording. • Radios are expensive communication devices and should be handled with care. • Be brief and to the point. Conversations about non-work related issues are not acceptable. • Guests can hear radio transmissions, so it is important to use appropriate language and discretion at all times. • When transmitting via the radio, always use a calm, clear, regular tone of voice. • Listen to the radio traffic before attempting any transmission. Please do not “step” on other communications. • Upon receiving your radio, run a system check. • Turn on the unit, turn to your assigned channel • Attempt a test communication with another member of Exploria Stadium. • The format for initiating a radio call is first to press the button and wait for 1 second, then state your name, and call the person you are trying to reach. For example: “Howard to Bud,” then let off the button and wait for a response. You may have to repeat the call. • Please do not carry the radio by the antenna, or use the radio as a tool or weapon. • Absolutely no swearing is permitted when using a radio. Violators can be subject to loss of radio privileges and/or disciplinary actions. COMMAND POST COMMUNICATION WITH THE MEDIA NATIONAL ANTHEM RADIO ETIQUETTE Exploria Stadium is a non-smoking facility. If you see a guest smoking in the seats or in any other location of the Stadium, please approach the guest and politely inform them there is a no smoking policy at Exploria Stadium. If a guest refuses to comply with your request, please once again explain the policy in detail and kindly ask for compliance. If the guest refuses to comply a second time, immediately find your Supervisor. Your Supervisor will attempt to gain compliance one more time. Guests who refuse to cooperate will be subject to ejection. Our smoking policy not only applies to all guests but all staff members working at Exploria Stadium. SMOKING POLICY ENFORCEMENT At Exploria Stadium we serve a very diverse fan bases of all ages and backgrounds. It is of the utmost importance to treat every guest who comes into our Stadium as a valued individual and as a valued customer. It is important to understand that all of our guests do not speak the English language and Spanish, Portuguese and Creole are three languages spoken often by our guests. Please contact your Supervisor/Command Post who can get a hold of a staff member fluent in the guests native language to help translate. Always offer to help find a translator before telling the guest no or refusing them service/ admittance. Exploria Stadium and Orlando City Soccer Club are welcome to all fans from all walks of life. Any racial, or any type of offensive language whatsoever spoken towards or around guests or other employees, whether stated directly, indirectly or in conversation is not acceptable. Any employee or guest witnessing this behavior should bring it to the attention or their Supervisor/ MGMT team immediately and fill out an incident report. CULTURAL DIVERSITY AWARENESS 14 15 Exploria Stadium prohibits sexual harassment in any form. Any incident which could be deemed to violate this policy should be reported to your Supervisor, or for immediate assistance during an event please alert any Stadium Security Management on duty. Sexual harassment in our workplace can be defined as any verbal or non-verbal sexual conduct that interferes with an individual’s job performance or creates an intimidating, hostile or offensive working environment. It is always important to remember the phrase “It’s not what you meant, it’s what they thought you meant”. Sexual harassment may be overt or subtle. It may occur when harassment is directed to another, or when experienced by a third party. Some behavior which is appropriate in a social setting may not be appropriate in the workplace. Whatever form it takes (verbal, non-verbal, or physical), sexual harassment is insulting and demeaning to the recipient and will not be tolerated. It is unlawful for anyone in authority to base an employment decision such as hiring, termination, demotion, promotion, or wage increase, on submission to or requests for sexual favors. Such conduct constitutes sexual harassment. It is against the policy for any employee working within the confines of Exploria Stadium, male or female, to sexually harass another employee by: • Making unwelcome sexual advances, requests for sexual favors or other offensive verbal or physical conduct of a sexual nature a condition of employment. • Making submission to or rejection of such conduct the basis for employment decisions; or • Creating an intimidating, hostile or offensive working environment by such conduct, or by offensive conversations with others, comments or noises, or display of offensive objects or pictures. Handling the matter properly, from the beginning, is the best way to protect the interests of everyone involved. As soon as you become aware of the problem with sexual harassment you should report the info whether you were the victim or just a witness. Any staff member or Supervisor having a sexual harassment claim made to them, should immediately involve upper management/Stadium Security Management and never fail to document or communicate the incident. If someone reported it, it needs to be addressed with a formal follow up from management. The situation will then be investigated promptly and confidentially, and the employee will be followed up with in a timely matter. Any violation of this policy will subject an employee to appropriate discipline. Accessible Entry Accessible Entry is provided at Gates A,B and C for any guest needing a ramp or flat entry into the Stadium. Staff should assist any guests requesting ADA or Wheelchair entry assistance into the Stadium by escorting them and their party near the front of the line for easy/expedited entry. All guests are still subject to search. Accessible Parking Accessible Parking is available in Lot A on a first come, first served basis. A hanging placard or accessible license plate is required to gain access this accessible parking lot. Accessible Seating Wheelchair accessible and accessible seating tickets are available for purchase via phone (1-800-745-3000), online at www.ticketmaster.com, and during any match day at the Box Office Windows located at the Exploria Stadium. Braille and Tactile Signs Braille and Tactile signs are located at all restroom entrances and elevators. Restrooms/Family Restrooms Family restrooms and wheelchair accessible restrooms are located at Sections 4, 13, 17, 21, 27, 33, and 37. Wheelchair Accessibility Wheelchair accessible and semi-ambulatory seats are located in various sections on the field and 100 level. A maximum of three (3) companions/escorts may accompany a Guest with disabilities into designated seating areas. Wheelchair Assistance Exploria Stadium provides wheelchair escorts for guests with limited mobility from any Exploria Stadium entrance to the guest’s seating location. Upon arriving at an entrance, please ask for assistance. SEXUAL HARASSMENT POLICY ADA GUESTS 16 Exploria Stadium asks all employees and guests to report any suspicious behavior and or belongings witnessed to the proper personnel. Ways to report Suspicious Activity/ Items • The Event “One Sheeter” contains information regarding our “Text to Command” service to text in information • Call Command Post Ch. 1 and request Stadium Security/Orlando Police Department • Notify a nearby Law Enforcement officer working. • Send email to matchday@orlandocitysc.com • Call 855-ORL-CITY and request Stadium Security/Law Enforcement to your location The following 5 W’s are vital in reporting any suspicious activity. Examples of Suspicious Activity, Behavior, Items you might see at Exploria Stadium • Unattended Bag/Backpack inside or outside Stadium. • Guest wearing sweaters/heavy clothing in 80-90 degree weather. • Guest taking pictures/videos of infrastructure, entrances, security checkpoints. • Guest attempting to obtain access to BOH, or restricted area. • Threatening comments made by guests • Guests running or making way down aisles or towards gates quickly IF YOU SEE SOMETHING, SAY SOMETHING ? WHO did you see WHAT did you see WHEN you saw it WHERE it occurred WHY it’s suspicious If you see something, say something ® REPORT SUSPICIOUS ACTIVITY TO LOCAL AUTHORITIES OR CALL 9- 1-1 IN CASE OF EMERGENCY Border No Border dhs.gov/see-something-say-something “If You See Something, Say Something®” used with permission of the NY Metropolitan Transportation Authority. BREACH/ ATTEMPTED INTRUSION Unauthorized people trying to enter a restricted area or impersonating authorized personnel MISREPRESENTATION Presenting false information or misusing documents to conceal possible illegal activity CYBERATTACK Disrupting or compromising an organization’s information technology systems ACQUISITION OF EXPERTISE Gaining skills or knowledge on a specific topic, such as facility security, military tactics, or flying an aircraft ELICITING INFORMATION Questioning personnel beyond mere curiosity about an event, facility, or operations RECOGNIZE THE SIGNS OF TERRORISM-RELATED SUSPICIOUS ACTIVITY Protect your every day. SABOTAGE/ TAMPERING/ VANDALISM Damaging or destroying part of a facility, infrastructure, or secured site RECRUITING/ FINANCING Funding suspicious or criminal activity or recruiting people to participate in criminal or terrorist activity WEAPONS COLLECTION/ STORAGE Collection or discovery of unusual amounts of weapons including explosives, chemicals, or other destructive materials MATERIALS ACQUISITION/ STORAGE Acquisition and/or storage of unusual materials such as cell phones, radio controllers, or toxic materials SECTOR-SPECIFIC INCIDENT Actions which raise concern to specific sectors, (e.g., power plant) with regard to their personnel, facilities, systems, or functions EXPRESSED OR IMPLIED THREAT Threatening to commit a crime that could harm or kill people or damage a facility, infrastructure, or secured site THEFT/LOSS/ DIVERSION Stealing or diverting items—such as equipment, uniforms, or badges—that belong to a facility or secured site TESTING OR PROBING OF SECURITY Investigating or testing a facility’s security or IT systems to assess the strength or weakness of the target AVIATION ACTIVITY Operating or interfering with the operation of an aircraft that poses a threat of harm to people and property SURVEILLANCE A prolonged interest in or taking pictures/videos of personnel, facilities, security features, or infrastructure in an unusual or covert manner 18 19 • Anyone who is visually seen as over impaired will not be allowed into Exploria Stadium. • Security and Ticket Takers should notify Supervisors or Law Enforcement if they believe a guest is too impaired to enter the venue. Politely inform the guest that his or her condition is questionable and that assistance from a supervisor has been requested. • Stadium Security Management should be involved in any possible denial of entry due to impairment. • All employees of Exploria Stadium who are responsible for refusing a guest admission will be fully supported by Management. Sale of Alcoholic Beverages • Florida State Law states that a person must be at least twenty-one (21) years of age to purchase, possess, and/or consume an alcoholic beverage. • Acceptable valid identifications are: State of Florida Driver’s License, State of Florida Identification card, Military Identification Card, a valid passport, or an Out-of-State Driver’s license with a photograph. • Anyone using a false I.D. will be immediately reported to the police. • Alcoholic beverages are not to be sold to obviously impaired individuals. • If a guest is obviously impaired, an alcohol server must refuse him/her alcoholic beverages, document and notify MGMT. • Any alcoholic beverage found inside the Stadium that is not purchased through a concessionaire will be confiscated, and persons in possession of such beverage will be subject to ejection. • Alcoholic Beverages at Exploria Stadium will be limited to two (2) per sale. • Alcohol sales will stop at thirty (30) minutes before the end of an event. The stadium may cut the alcohol sales at any time if significant alcohol related problems exist in the stadium. Seating Area or Concourse during an event • Guests may only be in possession of (2) alcoholic beverages at one time. • Underage alcohol drinkers, or persons providing alcohol to underage guests, will be turned over to the police. They are subject to arrest or ejection from the Stadium, and their parents may be notified. • If you witness an adult giving a minor any alcoholic beverage to consume, contact your supervisor immediately. • Suspected underage persons possessing alcohol, who are unable to produce proof of age, will be ejected from the Stadium and may be turned over to the police. • All employees of Exploria Stadium will respond quickly and positively to calls for assistance from other team employees. • Any alcoholic beverage not purchased through the concessionaire will be confiscated and disposed of in a trash can. Please dump out the beverage after confiscation. Exiting the Stadium • Observe guests as they exit the Stadium to monitor their condition. • Obviously impaired guests must be refused admission to Exploria Stadium. • No one is permitted to leave the Stadium with an alcoholic beverage. Please assist the guest with disposal in the nearest trash can. • Any guest who is seen to be impaired leaving the Stadium should be stopped and asked if they need assistance. We should never knowingly let someone drive away if we believe they have been drinking over the legal limit. Contact Stadium Security Management for assistance with any impaired guests leaving. Stadium Security Management recognizes its responsibility to provide a safe, enjoyable atmosphere for those attending events at Exploria Stadium. Our policies and procedures on alcoholic beverages have been adopted for the safety of all concerned in conjunction with our partners at T.E.A.M. Coalition. The objective of our T echniques for E ffective A lcohol M anagement are as follows: • Promote responsible drinking for guests who are of legal age and have proper IDs. • Promote Designated Driver Program during events • Prevent underage drinking • Prevent any of our guests from drinking and driving • Prevent any over intoxication of guests • Reduce potential liabilities to our Stadium, Club, Concessionaire and Server. • Always use the word “impaired” as opposed to “drunk” “intoxicated” etc. The enjoyment of an event can be jeopardized by a few disruptive guests who are drinking too much before or during an event. They can spoil the family atmosphere for others by swearing and by using abusive language. They can also damage property, cause injuries to themselves or others, and possibly attempt to drive their cars after drinking. All employees must be concerned with creating and maintaining a safe and enjoyable environment during our events. To do this, we must work together to ensure the responsible sale and consumption of alcohol for all guests. INSTRUCTION TO ALL EMPLOYEES Everyone, no matter what your function at Exploria Stadium, has a duty and responsibility to adhere to basic policies concerning alcohol related problems. If you observe a guest exhibiting disruptive behavior or using foul language, the disruptive guest must be approached and politely asked to stop the activity in question. Should the behavior continue, contact your supervisor, who will determine whether another warning or ejection is in order. Please document each occurrence on an incident report. If the impaired guest appears to be too incapacitated to care for themselves, they should be released to a responsible, sober party. Always get the impaired person’s name and address along with that of the person accompanying the impaired person. If a responsible party cannot be found, we must contact our law enforcement present on site to determine what action to take. Impaired minors must be immediately reported to the police. Stadium Entry • Exploria Stadium does not allow outside alcohol into our venue for any event. • Anyone found with alcohol in their possession or contents of bag during the screening process will have two (2) options: Dispose of the alcohol or return it to their vehicle. Once a guest passes through the outer door, they must dispose of the alcohol. T.E.A.M. ALCOHOL MANAGEMENT 20 21 First Aid for Injured Employees The State of Florida requires that all employees must report work-related injuries to their Area Supervisor. Seek immediate assistance, notify your supervisor, and proceed to the nearest First Aid Station. If the injury is serious, you will be referred or transported to the appropriate medical stadium for treatment. It is the policy of Exploria Stadium that each injury sustained on the premises be properly documented and processed. Report any injury, no matter how minor it may seem, at the time it occurs, to your supervisor, then report to a First Aid station for examination. Please make sure that your Area Supervisor is notified of your job-related injury so that an Incident Report form and Medical Form may be completed. The filing of the report is necessary so that an accurate record of your injury will be available for future reference. Exploria Stadium works to provide a safe working environment for all employees. However, injuries on the job do occur. If you are injured at work, you are required to notify your supervisor. First Aid for Injured Guests When you are involved in assisting an injured guest, it is extremely important that you stay calm throughout the interaction. A guest who is in pain will feel less anxiety and discomfort before the arrival of a medic if you are in control of the environment and exude confidence. Reassure the guest that a trained medical professional will arrive shortly. Please use the following guidelines when assisting with a guest injury. • Do not move an injured guest. Make them as comfortable as possible until a medic arrives. • Call the Command Post and give them the exact location and nature of the injury. • Stay with the injured guest and keep the area clear of other guests to allow fresh air for the guest and easy access for the paramedics. • If a guest is injured in the seating areas, clear the side of the row adjoining the aisle that the paramedics will access. • Obtain the names, addresses and phone numbers of witnesses, if appropriate. Point them out to your Area Supervisor. • If an injured guest chooses to walk to the First Aid Station, always escort them or ask another member of the Event Services Team to help. • There are two (2) First Aid Stations is located on the Main Concourse, one is located at Section 2, the other is located at Section 21. • If the injured guest refuses help or medical, ask the guest a minimum of three (3) times if they’d like medical attention. Try to obtain their name, address, phone number and seat location. Fill out an incident report and advise your supervisor immediately so that a medic can follow-up with a visit in the seats. Note in your report how many times you asked the guest if they wanted medical attention, and that they refused multiple times. • Do not attempt to diagnose an injury or attempt to be a doctor. Medical treatment should only be provided by trained medical professionals. • Routine first aid for minor injuries, CPR or the abdominal thrust may be provided, providing the employee has been properly trained and holds a valid certificate. • Do not discuss the incident or its cause with anyone except your area Supervisor, a member of the medical team, or Stadium management personnel. • Never admit guilt on behalf of an individual or Exploria Stadium. • The information in all Incident Reports are confidential and is not to be discussed unless authorized by stadium management. FIRST AID & MEDICAL INCIDENTS • All Incident Reports and Medical Forms are internal documents and copies will NOT be given to guests. • Always give priority to First Aid emergency calls on the radio. Minimize radio transmissions during medical situation Choking • Being able to recognize an airway obstruction is the key to saving the victim. • If a person has a partial airway obstruction, but has good air exchange and can cough forcefully, do not interfere with his/her attempt to cough up the object. • When there is a complete obstruction of the airway, the person will not be able to speak, breath, or cough. The person may clutch at their throat with one or both hands. Electrical Shock • Do not touch a guest who has been in contact with electrical current until you are certain that the electricity source is turned off. • Have trained staff shut off the electricity at the plug, the circuit breaker, or the fuse box. • If the guest is in contact with a wire, use a dry stick to move it away. • If the surrounding ground is wet, do not approach the guest. Falls • A person will fall when traction is lost, when unexpected obstacles are placed in their path, or when they overextend the limits of their balance. • When you find a fall hazard, make sure that something is done to correct it. • Water or other spills, small objects on the floor, electrical cords, and objects hanging out into walkways will eve