INTRODUCTION 01 CUSTOMER SERVICE 02 KNOW BEFORE YOU GO 03 A - Z GUIDE 04 WELCOME TO LA FAMILIA! AGENDA PARTNER LOGO MISSION STATEMTENT IMCF Vision Miami represents the future of fútbol in America. Our Vision is for our city to: • Compete at the highest level • Produce world - class talent • Drive the game forward with passion and innovation IMCF Operations Mission IMCF strives for greatness. With professionalism and unity at the heart of the club. The development of the best local and global talent will create a competitive winning culture for our success. IMCF Operations Vision We will create TRANSFORMATIONAL MOMENTS We will be FIRST We will be FOREVER CLUB HISTORY On January 29, 2018, IMCF was o fficially launched as Major League Soccer’s 25th Club set to begin play in March 2020. On September 5, 2018 , Inter Miami CF officially announced the name, crest, and colors of the club. On March 1, 2020, Inter Miami CF kicked off its inaugural season in Major League Soccer (MLS) at Banc of California Stadium against reigning Supporters’ Shield champions Los Angeles FC. On August 22, 2020, Inter Miami CF played its first match at DRV PNK Stadium against Orlando City SC. On July 15, 2023, Inter Miami CF announced the signing of eight - time Ballon d’Or winner and World Cup Champion, Lionel Messi. On August 19, 2023, Inter Miami CF became the Inaugural Leagues Cup Champions, clinching the First Team’s first official title against Nashville SC at GEODIS Park. Inter Miami CF is a hyperglobal - yet local - team that represents our fans and our city. We are fan centered and fan - driven Club and we want to create a passion for soccer in our city. We are writing the story of a fútbol club in a soccer league, and we are writing the story of a fútbol club like no other. We are Inter Miami CF and South Florida is our home. Freedom To Dream. DEPARTMENTS & ROLES Guest Services Fan Ambassadors To provide an exceptional experience and service for all guests that attend any Inter Miami CF games or events at Chase Stadium. Roles Ticket Taker, Usher, Premium Area Hosts Communications Communications Ambassador To provide a seamless experience for all media members at Chase Stadium. Roles Photo Marshall, Media Check in Partnerships Partnership Ambassadors R esponsible for participating in the execution of both gameday and non - game day events in and around the Chase Stadium, including but not limited to gameday activations, fan zone, pre - game ceremonies, hospitality experiences and partner special events Retail Position Title PT Sales Associate Roles Cashier, Customization associate, Sales Associate. Resposible for creating a great consumer experiencia to our fans Ticket Operations Ticket Office Representatives Responsible for selling tickets and providing exceptional customer service to the public at the stadium on event/game days. CUSTOMER SERVICE BREAKOUT SCENARIO #1 – A fan arrives at the stadium and appears confused while looking at their ticket. Their tickets are in Section 117 row 35 and they are currently located at section 128. They seem unsure about where their seats are located and are looking around for assistance. The fan is also in crutches Explain your steps to handle the situation BREAKOUT SCENARIO #2 - During the home opener of the 2025 season , a media member with a press pass attempts to enter a restricted area designated for players, team staff or fans with suite tickets. The media member insists they need access for coverage of a sponsor requirement but does not have the necessary clearance. A fan with an additional suite ticket overhears the situation and is willing to provide a ticket for them. Explain your steps to handle the situation BREAKOUT SCENARIO #3 Situation: During an Inter Miami CF vs. Orlando City match, a fan is seated in Section 107/108, near the Supporter Section They are now loudly arguing with home supporters in the section, using offensive language, and refusing to sit down, obstructing the view of others. A fan comes to you asking for assistance. Explain your steps to handle the situation KNOW BEFORE YOU GO 2025 CHASE STADIUM SCHEDULE SAT, Feb. 22 @ 2:30 PM TUE, Feb 25 @ 8:00 PM SUN, Mar 9 @ 4:00 PM SUN, Mar 29 @ 7:30 PM SUN, Apr 6 @ 7:00 PM SAT, Apr 26 @ 7:30 PM SAT, May 3 @ 7:30 PM SUN, May 18 @ 7:00 PM WED, May 28 @ 7:30 PM SAT, May 31 @ 7:30 PM SAT, June 28 @ 7:30 PM SAT, Jul 12 @ 7:30 PM SAT, Jul 26 @ 7:00 PM DATES TBC SAT, Aug 16 @ 7:30 PM SAT, Aug 30 @ 7:30 PM TUE, Sep 16 @ 7:30 PM SAT, Sep 20 @ 7:30 PM SAT, Oct 4 th @ 7:30 PM DAY OF MATCH SUMMARY ❑ Saturday Home Matches – 11 matches ❑ Sunday Home Matches – 4 matches ❑ Weekday Home Matches – 3 matches ❑ 2 on Tuesday – 2/25 vs. SKC & 9/16 vs. SEA ❑ 1 on Wednesday – 5/28 vs. MTL KICKOFF TIMES ❑ 2:30 PM KICKOFF for home opener ❑ 2/22 vs. New York City FC ❑ 4:00 PM KICKOFF ❑ 2 nd match of season 3/9 vs. Charlotte FC ❑ 7:00 PM KICKOFF – 3 matches ❑ 4/6 vs. Toronto FC (Sunday) ❑ 5/18 vs. the other florida team (Sunday) ❑ 7/26 vs. FC Cincinnati (Saturday) ❑ 7:30 PM – 12 Matches * Please note that this schedule does not include the full list of events for the 2025 season. More events will be added throughout the year PAYROLL Clocking In & Out • All employees are to clock in and out via the “Paylocity App”. Payroll Schedule • The payroll schedule runs as follows: • Hours worked between the 24 th to the 9 th are paid on the 15 th • Hours worked between the 10 th to 23 rd are paid on the last day of the month. Payment Schedule • All employees are paid on a semi - monthly basis on the 15 th of the month and last business day of the month. • If pay day falls on a weekend or federal holiday, employees will receive their paycheck on the preceding workday. Holiday Pay • Hourly employees that have a working function on a given holiday shall be compensated at the rate of one and one - half their regular rate (“Holiday Rate”). Direct Deposit • Paychecks are directly deposited into your checking and/or savings accounts. Pay Rates • If you have any questions regarding your pay rate, please reach out to your department manager. UNIFORM POLICY Inter Miami expects all staff to project a professional image to our customers, visitors, and coworkers. We expect all staff to dress professionally for all event days! Each department will have specific appearance guidelines so please check with your department manager to determine if there are any unique guidelines for your role. All employees are expected to dress in a manner consistent with good hygiene, safety, and good taste. STAFF PARKING • Address: 550 West Cypress Creek Road • Shuttles will be at the parking lot ready to take you to the security gate at the stadium. • Please make sure to not leave any valuables visible in your vehicle and to please lock your vehicle upon departure. SHUTTLE SERVICE Drop off/Pick Up – The shuttle drop off and pick up location is pictured to your right. The shuttle will take you back to the parking lot at the end of the night. Hours of Operation – Shuttles run approximately every 10 - 20 minutes. Tips – Please make sure to plan for any transportation delays with the shuttle transportation. Always give yourself extra time in your schedule to account for waiting for the shuttle at the parking lot and for general match day traffic on the drive from the lot. SECURITY CHECK - IN • Location - All staff are to check in via the SW Gate, adjacent to the fan zone , to enter the stadium. • Credentials - All staff are required to scan your credentials before entering the security line. • Forgot your Credential? - If you do not have your credentials, you will not be allowed to enter the stadium. Please call your department manager for additional assistance on match day. • Bags – Only bring the necessities to the stadium in a moderate size bag, as storage spaces are limited! DEPARTMENT CHECK IN LOCATION Communications Should all check in to the Media Lobby after going through security. Guest Services Fan Ambassadors should all check in to the 2 nd floor of the NW Club after going through security. Partnerships Should all check in to the Fan Zone office after going through security. Retail Should all check in to the Team Store after going through security. Ticket Operations Should all check in to the Box Office after going through security. KNOW BEFORE YOU GO QUIZ STUDIO 99 A – Z GUIDE PARTNER LOGO ADA INFORMATION • ADA - Americans with Disabilities Act (ADA) • Guest Experience - Chase Stadium is committed to providing an enjoyable experience for all guests in attendance at each event, including guests with disabilities. • Accommodations - Chase Stadium staff will assist you with any specific accommodations you have before, during, and after an event. • Wheelchair Assist – Fans requesting a wheelchair or assistance getting to their seat, can reach out to the guest services booth or find the nearest fan ambassador at each gate.