TABLE OF CONTENTS

1...... Volunteer Program Team Site Map...... 13

2...... Faces Around the Cup Gate Opening Times...... 14

3...... Volunteer Committee Heads Customer Service For People with Disabilities...... 15

4...... Welcome Volunteer Portal...... 16

5...... Volunteer Purpose & Goal Volunteer Tickets/Orientation...... 17

6...... Parking Evaluation/Policies...... 18

7...... How to Enter the Grounds Special Day Promotions...... 19

8...... Reporting For Duty/Accreditation Clothing & Uniforms...... 20

9...... Accreditation Cards Clothing Sale...... 21

10...... Volunteer Recognition Emergency Procedures...... 22

11...... Hydration & Alcohol Volunteer News/Party...... 23

12...... Meals/Security/Guest Services Tennis Etiquette/FAQ...... 24

Thank You!...... 22 2O15 VOLUNTEER PROGRAM TEAM 1

Ben Makarenko Greg Jauncey Manager, Operations Manager Marketing & Operations Ext. 7948 Ext. 7907 FACES AROUND THE CUP 2

Kelly Murumets Hatem McDadi Mark Healy President and CEO Senior Vice-President, Chief Marketing Officer Tennis Development

Helene St-Amand Gavin Ziv Karl Hale Chief Financial Officer Vice-President, Tournament Director Profeeional and National Events

Rob Swann Rich Lant Tulla Bateman Vice-President, Director, Director, Chief Commercial Officer Aviva Centre Fund Development VOLUNTEER COMMITTEE HEADS 3

Accreditation Sarah Wylie & Ethan Milbeng (Ext 4700) Ballcrew Dave Catalfo & Gill Daves Catering Chris Hamlin (Ext 4745) SCC Dianne Purrier, Fernando Venditti, Penelope Palmer & Mario Meffe (Ext 4702) Finance Alla Pereboeva (Ext 7927) Greeters/Traffic Control David Weisdorf (Ext 4365) Guest Services Joanne Perrier, Kathy Mandzak (Ext 409, 4710, 7913) Hospitality Jay Lister (Ext 6040) Magazine Sales Harvey Quan (Ext 4365) Media Nicole Watts (Ext 4092) PCOC Terry Paulson, Sharon Hermes & Ruth Showman (Ext 4716) Players Restaurant Angela Chan-Tower & Anne Mulholland Practice Court Scheduling Josh Cardoza (Ext 7897, 7898) Practice Court Transportation Amanda Figliano (Ext 4370) President’s Executive Suite Corinne Lortie (Ext 7897) Promotions Erica Salvatore & Karen Hugh Public First Aid Nida Noble (Ext 4707) Tennis Canada Cassidy Coles (Ext 7872) Ticket Takers Joanne Perrier (Ext 4730) Tournament Office Kim Campbell (Ext 4723, 4724, 4725) Transportation Jason Tsang, Wanda Restivo & Lucia Graziano (Ext 7097, 7098) Uniforms Helena Leong Volleys Grace Dadson (Ext 4730) TC Marquee Linda Kawahara (Ext 4730) GENERAL PROGRAM QUESTIONS COMMITTEE SPECIFIC QUESTIONS Telephone Extensions are valid as of Saturday August 8th, 2015. Until then, please use e-mail for communication You can always contact [email protected] Contact your Committee Head. with your committee head. with any questions or concerns you may have. WELCOME 4 Welcome all to the 2015 Rogers Cup presented by National Bank! Please make sure you read over this booklet to ensure you are familiar with all our policies and goals as this will be the best way to help you have the best volunteer experience possible.

We hope you have a great, rewarding time - meeting lots of new people, catching up with old friends and enjoying the very best women’s tennis. Rogers Cup would not be able to run without our fantastic volunteers – thank you!

Our Commitment to you:

• We will treat each of you as individuals • We will provide a safe working environment • We will work to improve the program based on volunteer feedback • We will do our best to ensure you have a good time

Your Commitment to us:

• You will represent Tennis Canada and Rogers Cup in a friendly professional manner • You will give your best, at all times • You will follow the policies and procedures outlined in this handbook • You will do your best to ensure a positive experience for everyone with whom you have contact • You will maintain confidentiality of all privileged information regarding Tennis Canada and Rogers Cup (including staff, volunteers, players and/or any other persons or business involving Rogers Cup or Tennis Canada) VOLUNTEER PURPOSE & GOAL 5 VOLUNTEER PURPOSE

“To ensure EVERYONE has a good and safe time at Rogers Cup.”

VOLUNTEER GOAL

• “To ensure EVERYONE leaves Rogers Cup happy.” • SEEK OUT guest contact. • How do WE do this? • Provide immediate service recovery. • Treat EVERYONE as a guest and individual. • Display positive body language at all times. • Make eye contact and smile. • Thank each and every guest. • Greet and welcome each and every guest. • Immediate Service Recovery...Use your H. E. A. R. T.!

HEAR

Listen to the guest – do not assume you know their situation until they tell you.

EMPATHIZE

Use your mind and your feelings. Different situations warrant different responses - try to understand and appreciate the other person’s perspective on what’s happened.

APOLOGIZE

Let them know what you are going to do.

RESOLVE

Do your best (within your guidelines) to solve the issue. Sometimes the answer is no. NEVER promise something that you personally cannot deliver.

THANK

Always show appreciation that someone brought an issue to your attention. PARKING 6 Volunteers who plan to commute via automobile will be issued a parking pass for LOT D. Access to this lot will be from Finch Ave. and Sentinel Rd. Please ensure that your parking tag is hung and visibly displayed.

Any volunteer found parking in an undesignated or restricted area will be ticketed/towed and you will be liable for paying the parking ticket, or any towing fine.

The shuttle bus for LOT D is for all volunteers to use and begins at 7:00 am for Saturday August 8th and Sunday August 9th; 7:30 am from Monday August 10th to Friday August 14th; 8:30 am for Saturday August 15th and Sunday August 16th. It is approximately a 7 minute walk from this lot to the Aviva Centre. The last shuttle bus leaves for Lot G 1 hour after end of play. HOW TO ENTER THE GROUNDS 7 Volleys

All volunteers entering the site are asked to use the VIP Entrance.

VIP Entrance

At both points of entrance, accreditation MUST be worn to enter the grounds of the Aviva Centre. If you do not have your accreditation, you will not be permitted to access the grounds or report for duty. Please review the accreditation section of the handbook for further information on this procedure.

Vollyes Entrance

VIP Entrance

Shuttle Bus Drop-off ALL BAGS WILL BE CHECKED BY SECURITY AS YOU ENTERMain THE GROUND THERE IS NO ACCESS UP THE RAMP THROUGH THE PARKINGEntrance LOT ENTRANCE REPORTING FOR DUTY 8 Please ensure that you report to your Committee Head at least 15 minutes before your shift starts. If you are going to be late or absent, call or email Tournament Office ([email protected]) as soon as possible, so that they can advise your Committee Head(s).

WHAT IF IT RAINS?

If it rains, PLEASE STILL REPORT FOR DUTY! Some areas will be even busier if the weather is a prob- lem and, in any case, we must be ready so that matches can be resumed as soon as conditions permit.

ACCREDITATION

Your accreditation badge identifies you as a volunteer. This badge must be worn at all times. Should you lose it, or forget it, please go to the Accreditation Office (located beside the box office) and complete a request form. Once completed, a new badge will be printed at a charge of $5.00. Your accreditation badge must never be given to anyone else. Breaking this rule will lead to your dismissal from the tournament.

Some badges allow access to restricted areas for work purposes only. These areas include the Tennis Canada Offices, Players Lounge, Rogers Cup Lounge, lower level of the Stadium, Mazda VIP Lounge, Media Room and Private Suites. ACCREDITATION CARDS 9 Here is a sample of what the accreditation cards will look like for the 2015 tournament. As a volunteer, your pass may give you access to ‘behind the scenes’ areas. However, these areas should only be accessed while on duty, and never when you are off shift or on break. During these times, all volunteers should treat their accreditation like a grounds pass. If you are caught abusing your accreditation privileges you will be removed from the volunteer program. VOLUNTEER RECOGNITION 10 Volunteers are key to the success of Rogers Cup. We know you work hard to ensure everyone has a pos- itive experience throughout the tournament and to show our thanks, we have a variety of recognition and reward programs for which all volunteers are eligible, including the tournament-ending Volunteer Party.

Volunteer ‘ABC’ Cards Volunteer Leader of the Year Committee Heads and staff will have cards to Awarded to the Committee Head who has made give out when they see a volunteer going “above a significant contribution throughout the week and beyond the call of duty” (ABC) to fulfill the and consistently demonstrated commitment to volunteer purpose. Volunteers who receive a card the volunteer purpose. This volunteer is dedicat- will be entered into a draw for great prizes. ed to the tournament, his/her committee and to tennis in Canada. This person is energetic, Volunteer Pin Ceremony friendly and responsible. He/she is an asset to Every year we honour our 5, 10, 15, 20, and 25+ our volunteer team. year volunteers. This year’s ceremony will take place on Friday August 14 at 9:30am in the Mazda Volunteer of the Year VIP Lounge. Please see your Committee Head for Awarded to the person who takes charge, uses further details. initiative, provides knowledge and guidance where appropriate and helps to lead his/ her Volunteer Party committee to success. After the Sunday Finals the Mazda VIP Lounge hosts the annual volunteer Party which includes New Volunteer of the Year food, prizes and the unveiling of the volunteer Someone who goes above and beyond the call video. of duty in his/her first year at the tournament. Volunteers nominated for this award show MVV initiative and energy throughout the week and Each committee will nominate one volunteer for do everything they can to learn and help out the MVV (Most Valuable Volunteer) award – this is at the event. specific to your committee. HYDRATION 11 It is important that those working outside drink plenty of fluids up to one hour before, and while on duty. This will prevent you from becoming dehydrated or suffering from heat exhaustion. To assist with this, all volunteers will receive a complimentary water bottle. Keep a close eye on your water bottle, and consider putting your name on it, as there is a limited supply.

ALCOHOL Alcohol is not to be consumed before or while on shift, or anytime while in uniform. Drinking while on shift can be considered as grounds for removal from the volunteer program.

Once your day’s shifts are completed and you are out of uniform, alcohol may be purchased and consumed on site. MEALS 12 Volleys is located on the main level of the Aviva Centre. Please use the ramp located on the west side near gate G of the stadium to access Volleys.Volleys is open from 11:00am to 3:00pm for lunch all week and from 4:00pm to 9:00pm for dinner Monday to Saturday.

You will be issued a meal voucher for each shift worked valid only on the date shown, for the specific meal shown. This voucher may be exchanged for your meal at Volleys. Volleys is staffed by a combination of volunteers and catering staff. During busy times please be patient with the Volleys and catering staff as we are all working together and they are trying to get volunteers through the lines as quickly as possi- ble. Please note that there is portion control to ensure the process is fair. For any concerns regarding the food or process in Volleys, please speak to one of the Volleys volunteers NOT the food staff. SECURITY For those volunteers who have to walk to their cars at night, DO NOT walk alone. Please find someone to walk with you or contact York University. They offer an escort service called goSAFE which starts at 8:00pm and runs throughout the night. They can be contacted at (416) 736-5454. AVIVA CENTRE GUEST SERVICES This committee will be primarily situated inside the main gates and on the concourse level. Their volunteers will be assisting the public with any inquiries or concerns. If a member of the public asks you a question for which you do not have the answer, taking them to guest information is the best course of action. Please note that each volunteer should be able to answer questions for guests and bringing someone to Aviva Centre Guest Services is a last resort. SITE MAP 13 TOURNAMENT SCHEDULE 14

Session Date Gates Open Start Time Round of Play 1 Saturday, August 8 day 9:30 a.m. 10:00 a.m. Qualifying 2 Sunday, August 9 day 9:30 a.m. 10:00 a.m. Qualifying 3 Monday, August 10 day 10:00 a.m. 11:00 a.m. 1st Round 4 Monday, August 10 night 5:00 p.m. 7:00 p.m. 1st Round 5 Tuesday, August 11 day 10:00 a.m. 11:00 a.m. 1st Round 6 Tuesday, August 11 night 5:00 p.m. 7:00 p.m. 1st / 2nd Round 7 Wednesday, August 12 day 10:00 a.m. 11:00 a.m. 2nd Round 8 Wednesday, August 12 night 5:00 p.m. 7:00 p.m. 2nd Round 9 Thursday, August 13 day 10:00 a.m. 11:00 a.m. 3rd Round 10 Thursday, August 13 night 5:00 p.m. 7:00 p.m. 3rd Round 11 Friday, August 14 day 10:00 a.m. 11:00 a.m. Quarter-finals 12 Friday, August 14 night 5:00 p.m. 7:00 p.m. Quarter-finals 13 Saturday, August 15 day 11:00 a.m. 1:00 p.m. Semifinals 14 Saturday, August 15 night 4:30 p.m. 6:30 p.m. Semifinals 15 Sunday, August 16 day 11:00 a.m. 1:00 p.m. Finals

* Session, number of matches, start time, round of play subject to change without warning CUSTOMER SERVICE FOR PEOPLE WITH DISABILITIES 15

Accessibility for Ontarians with Interacting with people with disabilities who Disabilities Act (AODA) require the assistance of a guide dog or other service animal: The AODA is a set of standards that businesses and organizations need to follow in order to • Remember that a service animal is not a pet. make the province accessible for people with It is a working animal. disabilities by 2025. • Avoid touching or addressing service animals - they are working and have to pay attention at all times. Disabilities under this act may include: Interacting with people with disabilities who • Hearing/Vision Loss require the assistance of a support person: • Physical/Learning Disabilities • Speech or language impairments • If you’re not sure which person is the customer take your lead from the person using or requesting your goods or services, or simply ask. Key Points Include: • Speak directly to your customer, not their support person. Interacting with people who use assistive devices: What to do if a person with a disability is having difficulty accessing your goods or services: • Don’t touch or handle any assistive device without permission. • Simply ask how you can best help; the solution • Don’t move assistive devices or equipment can be simple and they will likely appreciate your out of your customer’s reach. attention and consideration. How to use equipment or assistive devices: The complete Tennis Canada AODA policy is posted on rogerscup.com and will be available at • Being aware of whereabouts and how to all Guest Services booths. Please feel free to read use on-site wheelchairs, elevators etc. through the document should you have specific concerns or questions. VOLUNTEER PORTAL 16 The official Rogers Cup Volunteer Portal will provide an online hub for all things related to the volunteer program and some great resources such as a ticket swap and carpool forums. The portal will be updated with photos, newsletters as well as volunteer videos from previous years. It will be used year round for updates and special events, so make sure to check it out after the tournament as well! The portal is open ONLY to volunteers and you will have to log in to access the site. VOLUNTEER TICKETS 17 Every volunteer will receive a minimum of one pair of tickets for the tournament based on his/her years of service (unless they do not attend orientation – see below) to be given out to family and friends. Under NO circumstances may these tickets be sold - any infringement of this will result in dismissal.

These are distributed randomly and we ask that you exchange amongst other volunteers if you have a preference for a certain day. Tennis Canada may not be asked to exchange any tickets under any circumstances. MISSING ORIENTATION Please note in order for us to efficiently distribute the volunteer packages, all volunteers are required to attend their orientation. Volunteers who do not attend and do not make arrangements to have their package picked up during their orientation will forfeit the premium pair of tickets in their volunteer ticket package. We appreciate your understanding and help with this important process.

VOLLEYS VOLUNTEER INFORMATION DESK Any information in regards to promotions, ticketing offers, weather or other important updates will be found in Volleys with the Volleys Volunteer Information Desk. Be sure to stop by and check in with the desk throughout the week! EVALUATION 18 During the tournament, all volunteers will be evaluated on their initiative, punctuality, competence, general conduct and their overall performance. This evaluation ensures that only the most professional, responsible, capable group of volunteers, who make the necessary commitment, will be invited to re- turn. Tennis Canada reserves the right, at its discretion, to limit invitations to volunteers for future years based on these evaluations or if someone is found to be in violation of the volunteer purpose.

AUTOGRAPHS & PHOTOGRAPHS Volunteers may not solicit autographs, photographs or any other favours from players or VIPs while on duty, and/or in uniform and/or in restricted areas.

INTERNET POLICY FOR VOLUNTEERS Blogging, using Facebook or any other posting of confidential information related to the event is strictly prohibited. Any violation of these rules will result in disciplinary action including termination from the volunteer program. SPECIAL DAY PROMOTIONS 19

SATURDAY AUGUST 8 & SUNDAY AUGUST 9

The Aviva Centre opens its doors August 8-9 for those who want to enjoy a weekend filled with free tennis and fun activities for the whole family.

NATIONAL BANK DAY – THURSDAY AUGUST 13

Here’s your chance to become a millionaire in the time it takes to serve a tennis ball. Occurring on Centre Court in front of a packed stadium, hit a target with your serve to reveal a prize – potentially one million dollars!

EMIRATES AIRLINE DAY – FRIDAY AUGUST 14

Want to win a trip to the 2015 US Open? Turn your attention to the court for your chance to win two tickets to the 2015 US Open Men’s Quarter Finals and accommodation courtesy of Emirates Airline & Hilton HHonors. Just catch a Fly Emirates tennis ball and you could find yourself in the stands of Arthur Ashe Stadium on September 4th. Good luck! CLOTHING & UNIFORMS 20 Volunteers are issued tournament clothing, which must be worn at all times when on duty, with your own coordinating skirt, pants or shorts as specified by your Committee Head. Hats are to be worn with the peak in the forward position. No denim clothing or flip-flops are permitted. Clean athletic shoes and socks should be worn. Also please be sure to wear unaltered 2015 Rogers Cup clothing. Those volunteers who are deemed not a proper visual representation of Rogers Cup will not be allowed to complete their shifts.

EXCHANGE POLICY

Although we encourage volunteers to exchange clothing amongst themselves, Volunteer Uniforms can also be exchanged for different sizes during the tournament as follows:

1. All TAGS must be kept on the clothing in its original packaging

2. Removable tags display the clothing size as well as distinguish the gender, so they must be kept on

3. Sewn clothing tags only state the clothing size, but not the gender

4. Uniforms WILL NOT BE EXCHANGED if previously worn, soiled or washed.

5. Uniforms can only be exchanged for the same type and style of the uniforms returned as per your committee’s uniform.

6. The quantity and selection of sizes is based on what is exchanged and returned to our stock from your fellow volunteers.

7. Volunteer Clothing Exchange will be available in Volleys during the first three tournament days (Aug 8,9 & 10) between 10:00 a.m. and 2:00 p.m. VOLUNTEER CLOTHING SALE 21 We have had such success in the past with our post event clothing sale that we have decided to move up the dates and allow you this tremendous offer during this year’s tournament.

From 1pm to 5pm each day starting on Tuesday August the 11th and continuing through till the end of the event we will be selling off all of the additional clothing at reduced prices in volleys. This will take place in the same location that the clothing exchange is in over the first three days of the event.

You can purchase extra uniform pieces for yourself, or as gifts for others. Act fast as everything will be first come first served and we only have a limited supply on some sizes.

Note that we will only be accepting Debit and Credit and all sales are final.

All proceeds from out volunteer clothing sale go directly towards the Rogers Cup Volunteer program.

Here is a list of the items that will be available:

Volunteer Track Jacket - $25 Available Men’s Sizes – XS, S, M, L, XL, XXL Available Women’s Sizes – XS, S, M, L, XL

Volunteer Tee Shirt - $15 Available Men’s Sizes – XS, S, M, L, XL, XXL Available Women’s Sizes – XS, S, M, L, XL

Volunteer Hat - $10 One size fits all EMERGENCY PROCEDURES 22 In Case Of Fire Upon Discovery of Fire: • Leave the fire area immediately • Close all doors behind you. Yell “FIRE” • Activate the fire alarm system, use the pull station. • Use exit to leave the building • Call the fire department 9-1-1 (from a safe location) If you hear a signal with intermittent long tones: • Prepare to leave the building • Close all doors behind you If you hear a different signal with intermittent short tones: • Leave building via nearest exit • Close all doors behind you • Ensure that the fire department has been notified • Do not re-enter the building until advised to do so by the fire department REMAIN CALM!

Emergency meeting location In the event that we have to evacuate the Aviva Centre, the meeting point for the volunteers is the grass between the Aviva Centre and the Ice Gardens parking lot.

Ambulance Emergency Procedure In the event that an ambulance needs to be called in an emergency situation: 1. Call 9-1-1 2. Call/Walkie Public First Aid 3. Call/Walkie Security BANK MACHINE 23 There is a bank machine available on-site. It is located on the east side of the building near Gate D. VALUABLES Volunteers are advised not to bring valuables to the tournament. Any such items will be carried at the owner`s risk and Tennis Canada will not be responsible for any money or items lost, stolen or damaged.

VOLUNTEER NEWSLETTER Every evening (starting Friday, August 7) you can expect to receive via email the volunteer newsletter. It will update you on all of the important information for the next day. It will include such things as the schedule of the day, the menu in Volleys, as well as interesting articles written by fellow volunteers. If you have a contribution, whether it is a Rogers Cup moment or your experience as a volunteer, please send it in to [email protected] as we are always looking for stories written by you!

VOLUNTEER PARTY The Volunteer Party will be held in the Mazda VIP Lounge following the completion of the final match. Dinner will be served shortly after the doubles final. Please wear your accreditation badge as we will use it as identification for entrance into the party. Please note that only volunteers are invited. TENNIS ETIQUETTE 24 We have created a short list of etiquette rules to assist the SCC volunteers in their duties. Please become familiar with these rules & ensure our fans follow them when you are in the stadium.

1. Please remain in your seat until the end of play and only leave your seat during a player end-change. 2. Smoking is not permitted in the stadium. 3. Turn cell phones to silent mode. 4. Please refrain from making noise during play. 5. No flash photography.

FREQUENTLY ASKED QUESTIONS http://www.rogerscup.com/tournament-info/faqs/

Total Stadium Capacity: 8,000 at Centre Court Total Hospitality Suites: 50 – 200 Level Total Number of Courts: 12 outdoor 25

THANK YOU VOLUNTEERS!