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2015Volunteerhandbook.Pdf 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.
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