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Home , City of Palms Park, Hadlock Field, McCoy Stadium, Mike Dee, Red Sox Nation, Tom Werner

Table of Contents Letter from the President/CEO …………………………………….1 Mission Statement …………………………………………………2 Fenway Park Team ………………………………………………...3 Fenway Park Game Day Employee Objectives …………………...4 Fan Courtesy Performance Tips ………………………………...... 5 Proactive Steps to Professional Service …………………………... 6 Fenway Facts …………………………………………………...... 7 Boston Red Sox Minor League Teams …………………………… 8 Directions & Parking Information …………………………………9 Security Guidelines ………………………………………………11 Crisis Management ……………………………………………… 12 Emergency Evacuation Procedure ………………………………. 13 First Aid ………………………………...... 14 Statement of Employee Values ………………………………….. 15 Statement of Employee Conduct ………………………………... 16 Anti-Harassment & Sexual Harassment Policy…………………. 17 Event Staff Do’s & Don’ts ……………………………………… 23 Employee Specifics ………………………………………….. 25-31 SmartFan Program ……………………………………………… 32 Concession Locations …………………………………………... 34 Employee’s Guide to Fenway Park …………………………. 35-42 Notes…………………………………………………………. 43-47 2003 Schedule ………………………………………………. 48-49 Promotional Dates ……………………………………………… 50 Emergency Contact List ………………………………………... 51

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April 11, 2003

Dear Staff Member:

As we begin a new season at Fenway Park, we welcome you to your summer home, and we hope you will do the same for our many guests. You will often be the person who determines whether our guests have a good time and choose to return.

John Henry, Tom Werner, and I thank you for representing us to the more than 2.6 million fans we hope will visit us this season. You are an extension of us, and we are grateful.

Our fans pay the highest prices for tickets in all of Major League Baseball, and they deserve the best of the three experiences we provide.

The first is baseball. Honoring our commitment to field a team worthy of the fans’ support, we have assembled one of the most talented (and expensive) in baseball. It represents the latest chapter in a rich, wonderful, and colorful history that includes 10 American League pennants and five World Championships. We hope that the history we write this year is the most rewarding yet.

The second is Fenway Park. It’s a monument to the origins of baseball and a testament to the cherished traditions of New England. It’s the oldest and smallest ballpark in Major League Baseball—and like a dear old grandfather, it’s the most beloved. We are fortunate that people come from all over the world to see it.

The third is the fan experience. This part is all you. From the time fans leave their homes till they return home again, the people with whom they interact make a pivotal difference. Most likely, fans won’t meet Nomar, Manny, or Pedro. And despite our efforts, most won’t meet John, Tom, or me. But they will meet you. And that interaction can make or break their experience at the ballpark.

We ask that you be proactive. Go out of your way to welcome and talk to fans. Use your knowledge and resourcefulness to be helpful. The seven smartest words in English are, “I don’t know but I’ll find out.” If you kindly welcome, help, and thank people, they can have a wonderful experience regardless of the outcome of the game. On the other hand, rude, insensitive, and arrogant behavior can mar even the greatest game and the good name of the Boston Red Sox.

Working together, we have the opportunity to give New England and Red Sox Nation a summer of splendor. We have the chance to give families memories that they will clutch for decades. We ask Nomar, Manny, and Pedro to do their part. John, Tom, and I will do our part. And we ask you to do your part. You can—and do—make the difference.

We thank you.

Sincerely,

Larry Lucchino President/CEO

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Mission Statement

On December 21, 2001, John Henry, Tom Werner, and Larry Lucchino promised these commitments to all Boston Red Sox fans:

1. To field a team worthy of the fans support

2. To preserve all that is good about the Fenway Park experience, and to take that experience to a new level

3. To market the team aggressively to all of New England and Red Sox Nation

4. To be active participants in the community

5. To end the "Curse of the Bambino" by bringing a World Championship to the deserving people of New England

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Fenway Park Team

ARAMARK Provides fans with fine food, beverages, souvenirs, and service.

FENWAY AMBASSADORS Provide guest-first service to all fans they come in contact with

FENWAY PARK SECURITY/ BOSTON CITY POLICE DEPARTMENT Provide fans with security inside and outside Fenway Park

GROUNDS CREW Provide fans and players with pristine field conditions before and during all games at Fenway Park.

TICKET OFFICE Service fans needs with accurate and efficient sales of tickets.

TICKET TAKERS Provide fans with a warm welcome to Fenway Park, ensuring that the fan has the proper ticket for that day’s game.

USHERS Proactively greet each fan and provide them with directions to seats, answers to questions, and general hosting duties

OVERALL GAMEDAY EVENT STAFF Provide fans with a friendly and knowledgeable staff that maintain a clean, safe, enjoyable environment

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Fenway Park Game Day Employee Objectives

The primary objective is to provide a safe, clean, enjoyable experience for Red Sox fans. The understanding and adherence to the following guidelines is crucial to the success of the Fenway Park Team.

1. Safety All employees should have the safety of the fans and employees as their utmost concern. Employees should: ¥ Be alert for suspicious or dangerous obstacles and hazards, including overcrowded sections and elevators. ¥ Be aware of the closest usher, security guard, and first aid station and know how to contact any of them quickly in the case of an emergency.

2. Fan Courtesy Employees should: ¥Treat fans with an amount of courtesy, respect, and professionalism that exceeds their expectations. ¥Treat any fan’s problem or concern with the efficiency and effectiveness that the employee would expect for himself/ herself. ¥ Be friendly, helpful, and courtesy to all guests

3. Facility Cleanliness The cleanliness of Fenway Park is the responsibility of every member of the Fenway Park Team. Employees should: ¥ Make the effort to pick up trash throughout Fenway Park ¥ Look for spills and leaks that lead to potentially dangerous situations, and report these instances to the proper authority.

4. Family Atmosphere The Fenway Park Team must present an atmosphere fit for all persons, that welcomes family outings. Employees must maintain control of Fenway Park by: ¥ Not tolerating any abuse of alcohol ¥ Not allowing exceedingly vocal fans to hassle others in attendance 4 27847 Red Sox Handbook 4/3/03 4:53 PM Page 5

Fan Courtesy Performance Tips

Fans at Fenway Park should be treated as if they are guests in our own home. In fact, they are. Friendliness and helpfulness are essential aspects of each and every Fenway Park Team member. Fenway Park Team members should exceed the expectations of every Fenway Park patron regarding professionalism and courtesy.

Fenway Park Team members should: ¥ Be PROACTIVE, NOT JUST REACTIVE Employees should: ¥Take the initiative and make the first move when dealing with potential fan concerns or problems. ¥ Make suggestions to their supervisors about new and inventive ways to make the fans’ experience more enjoyable.

¥ Be HONEST and SINCERE Employees should truly want to help people and should truly enjoy alleviating concerns.

¥ Have a BASIC KNOWLEDGE of FENWAY PARK Employees should be confident in answering questions regarding anything contained within this handbook. If an employee does not know an answer, he/she should find the answer and get back to the fan.

¥ LEAVE PERSONAL PROBLEMS AT HOME

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Proactive Steps to Professional Service

Fenway Park Team Members can make a fan’s experience a positive one by simple acts of kindness and courtesy. While these actions involve just a small amount of expended energy, they can make or break a fan’s experience. They can also make your work experience more fun.

1. Acknowledge every fan that you come in contact with, by: ¥ Saying hello ¥ Smiling ¥ Nodding ¥ Making Eye Contact ¥ Asking if the fan is enjoying his/her experience

2. Determine a Fan’s needs before the fan determines them ¥ Make a point of recognizing a fan’s need before the fan has to ask for help (does the fan need assistance with seating, a wheelchair, a carton to carry food or drinks, etc?).

3. Build a rapport with the fans ¥ Learn the faces and names of fans who repeatedly enter your area of the ballpark ¥ Make a point of starting conversations with these fans, and ask if there is anything you can do to make their experience more enjoyable

4. Express appreciation to fans, by saying: ¥ “Thanks for coming” ¥ “Enjoy the game”

Remember, you represent the Boston Red Sox organization and the Fenway Park Staff!!

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Fenway Facts

¥ Fenway Park was built in 1912. It is named “Fenway” because of the section of Boston in which it was built.

¥ The one Red Seat in the Right Field Bleachers signifies the spot where Ted Williams hit the longest home run ever in Fenway Park (540 ft)

¥ Largest crowd ever at Fenway Park: 47,627 for a Yankees doubleheader on September 22, 1935

¥ Retired numbers in right field are in honor of the following Red Sox players: ¥ #27 Ð Carlton Fisk ¥ #9 Ð Ted Williams ¥ #8 Ð Carl Yastrzemski ¥ #4 Ð Joe Cronin ¥ #1 Ð Bobby Doerr ¥ The Blue "42" in right field is to honor Jackie Robinson and his heroic achievements

¥ Dimensions Feet Meters Left Field 310 ft. 96 m Left Center Field: 379 ft. 115.5 m Center Field: 390 ft. 118.9 m Deep Center Field: 420 ft. 128 m Deep Right Field: 380 ft. 115.8 m Right Field: 302 ft. 92 m Green Monster 37 ft. 11.3 m

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Boston Red Sox Minor League Teams

Pawtucket Red Sox (AAA) Augusta Green Jackets (A) McCoy Stadium Lake Olmstead Stadium One Columbus Avenue 78 Milledge Road Pawtucket, RI, 02860 Augusta, GA, 30904 Phone: (401) 724-7300 Phone: (706) 736-7889 Fax: (401) 724-2140 Fax: (706) 736-1122

Portland Sea Dogs (AA) Lowell Spinners (A) Hadlock Field Edward A. LeLacheur Park 271 Park Avenue 450 Aiken Street Portland, ME, 04104 Lowell, MA, 01852 Phone: (207) 874-9300 Phone: (978) 459-2255 Fax: (207) 780-0317 Fax: (978) 459-1674

Sarasota Red Sox (A) Gulf Coast Red Sox (R) Ed Smith Stadium City of Palms Park 2700 12th Street 2201 Edison Avenue Sarasota, FL, 34237 Fort Myers, FL, 33901 Phone: (941) 365-4460 Phone: (941) 334-4799 Fax: (941) 365-4217 Fax: (941) 334-6060

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Directions and Parking Information

If fans approach you to ask you the best way to and from the ballpark please use this page as a reference guide

PUBLIC TRANSPORTATION Fenway is conveniently located just 2 blocks from both Kenmore Square and Fenway stops of the Green Line subway system. Commuter trains serving stations along the Worcester/Framingham line stop before and after the game at Yawkey Station, which is located directly across Brookline Avenue from the ballpark. Commuter rail, Orange line, and MBTA bus service are also available at Ruggles Station. Information on public transportation can be obtained at the Customer Service booths or by calling MBTA Customer Service at (617) 222-3200 or 1-800-392-6100.

BY CAR From Rhode Island: Take I-95 North and follow the Dedham, Maine, New Hampshire split. Take Exit 20A-Route 9 East approximately 7 miles. Go past Reservoir until the sign for Kenmore Square is on the left. Take a left onto Brookline Avenue and follow this road to the park. The park is on the right.

From Cape Cod: Follow Route 3 North to Boston split (stay right) and take 93 North to Storrow Drive. Take Storrow Drive to the Fenway/Kenmore Square exit (left exit). Stay left for Fenway. At light, bear right onto Boylston Street. At third set of lights, take right onto Yawkey Way. The park is on the right.

From Coastal New Hampshire & Maine: Take I-95 South to Route 1 South-Boston. Cross Mystic Tobin Bridge. Proceed up ramp and merge onto Route 93. Take first exit (Storrow Drive). Take Storrow Drive to the Fenway/Kenmore Square exit (left exit). Stay left for Fenway. At light, bear right onto Boylston Street. At third set of lights, take right onto Yawkey Way. The park is on the right.

From New Hampshire (Nashua, Hudson, Amherst): Take Route 3 South to Route 128 South. Follow 128 South to Route 2 Boston/Cambridge. Follow Route 2 to end; bear right at the lights. Go through the next set of lights and over bridge (Fresh Pond Mall on left). Take left around rotary and bear right at next rotary (do 9 27847 Red Sox Handbook 4/3/03 4:53 PM Page 10

NOT go around second rotary). Continue straight through three sets of lights and follow signs for Storrow Drive. Take Storrow Drive to the Fenway/Kenmore Square exit (left exit). Stay left for Fenway. At light, bear right onto Boylston Street. At third set of lights, take right onto Yawkey Way. The park is on the right.

From Central New Hampshire: Follow Route 93 South to Boston. Once on bridge follow signs for Storrow Drive. Take Storrow Drive to the Fenway/Kenmore Square exit (left exit). Stay left for Fenway. At light, bear right onto Boylston Street. At third set of lights, take right onto Yawkey Way. The park is on the right.

From The Mass Pike (I-90): Take Mass Pike to Prudential exit (stay left). Turn right at first set of lights. At Sheraton Boston, turn right onto Dalton Street. Turn left at the next light onto Boylston Street. At the second set of lights turn right onto Ipswich Street. Follow Ipswich Street around and the ballpark is on the right.

PARKING

There are public parking garages and lots within easy walking distance of Fenway Park on Brookline Avenue, on Longwood Avenue in the Longwood Medical Area, and on Commonwealth Avenue on the Boston University campus. Many fans park in spaces in lots surrounding Fenway Park that can be accessed from any of the surrounding streets that lead to the Park. Season ticket holders also have the opportunity to purchase season-long remote parking at surrounding garages and lots. For more information, contact 617- 236-6781.

Please remind fans to lock their cars and to remember the name of the street and lot that they parked in! Please turn in found keys immediately to either your supervisor or to one of the Customer Service Booths located behind home plate in the main concourse and in the Bleachers, behind Section 43.

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Security Guidelines

In a continuing effort to provide comprehensive and thorough security, encourage fans to arrive as early as possible. Fans may not bring the following items into the ballpark:

¥ Backpacks ¥ Coolers ¥ Computers ¥ Briefcases ¥ Containers ¥ Bags of any type

Remind fans traveling directly from work to leave the items listed above at their place of business. Small purses and diaper bags are allowed but will be subject to inspection. (Diaper bags are permissible only when the bearer is accompanied by an infant or child of appropriate age). Fans are NOT permitted to store any of the prohibited items at Fenway Park.

Cameras and video cameras are permitted but cannot be used to reproduce the game and must not interfere with other fans’ enjoyment of the game. If fans are bringing a camera or video camera, please remind them that backpacks, coolers, computers, briefcases, containers, or bags are not permitted into Fenway Park.

Any fan that directly or indirectly interferes with the enjoyment of the game should be promptly ejected from the ballpark, shall not be allowed to re-enter, and may be subject to arrest and prosecution by the Boston Police. Patrons are reminded that the Red Sox do not condone misbehavior of any kind. Also remind fans that anyone observed with articles, that could reasonably be considered offensive to other patrons, may be promptly ejected from the park. The Red Sox will continue to make every effort to ensure socially acceptable behavior in order to allow all fans to enjoy the game in comfort.

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Crisis Management Procedures

Employees should be prepared to encounter possible crisis situations within Fenway Park such as those resulting from bomb threats, terrorist activities, fire, severe weather conditions, power outages, or structural deficiencies. In the event of any crisis situation, Red Sox employees should follow the procedure listed below.

¥ Assess the situation and, if necessary, direct fans away from any immediate danger.

¥ The person discovering the crisis situation should immediately contact the Incident Management Center at phone extension 772/773 or contact supervisory personnel.

¥ When reporting the crisis situation, give your name and a brief description of the situation and the location of the problem by area or section.

¥ Red Sox management, Boston Police Department, and Boston Fire Department officials stationed at Fenway Park on game days will then respond to the situation.

¥ Remember to REMAIN CALM while waiting for such officials to arrive.

¥ If necessary, Red Sox management will evacuate fans from the ballpark. The Fenway Park evacuation plan is outlined under the EMERGENCY EVACUATION PROCEDURES portions of this handbook on page 13. Do NOT initiate any part of the evacuation plan unless instructed to do so by your supervisor.

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Emergency Evacuation Procedure

In the event of an emergency developing within the stadium, you as a Fenway TEAM member will be called upon to assist in the safe evacuation of fans from the premises. Panic is one of the major causes of injury. By acting in a calm manner, you can reduce the panic, which naturally occurs when people are confronted with the possibility of injury or even death.

In the event of an emergency evacuation:

1. Public address and scoreboard announcement will advise the public that the ballpark is to be evacuated. a. Fans on the suite, 406 Club, and press levels will be asked to walk down the ramps in an orderly fashion, then leave the ballpark through the closest gate, and proceed to the nearest safe area. b. Fans in the Grandstand, Bleachers, and lower level seats may exit through the gate closest to their seats and proceed to the nearest safe area 2. Supervisors should check to be sure that all gates are unlocked. 3. Personnel at the various gates throughout the ballpark should immediately open all gates at their locations. THIS INCLUDES ALL EXIT AND ENTRY GATES. 4. Staff members should make sure that no exit is obstructed in any way. They should stay in their assigned areas to instruct fans to move out to the adjacent sidewalk and not block the exits. 5. Supervisors should stand on the concourse at their assigned sections to assist and direct fans to the nearest exit. 6. Ushers should stay at their sections and calmly direct fans to the nearest exit. 7. Elevators may NOT be operable during the evacuation depending on the emergency situation 8. Ask your Supervisor for specific instructions if you are unsure as to what to do

IF YOU REMAIN CALM AND HELPFUL, IT IS BOUND TO HELP RELIEVE FAN TENSION!

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First Aid Procedures

For Minor Injuries:

In the event a guest suffers from minor illness or injury, alert a supervisor, and escort the guest to the first aid station located on the lower concourse on the right field line near Section 12.

For Serious Injuries:

Please follow these procedures in case a guest suffers from a serious illness or injury.

1. Contact the Incident Management Center at extension 772/773 or have your supervisor call by radio. Give your name, location, and the extent and nature of the injury or illness. 2. Remain calm until medical staff can respond to the situation. 3. Do NOT move an injured person. 4. Help keep the area around the injured person clear of bystanders. 5. Under NO circumstances should you discuss the incident with anyone other than your supervisor or authorized Fenway Park personnel.

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Statement of Employee Values

The Boston Red Sox as an organization has set basic values to guide our decisions and behavior within the workplace. The individual employees are the threads in the fabric of the Boston Red Sox, each one woven together with others. We should value each other highly.

We must always recognize both individual and cultural differences and be appreciative of any diversity that might exist when we are dealing with others. It is essential that we demonstrate pride in our organization by caring for each other through courteous and respectful actions and by working together as a team. We should be forthright and ethical in all of our dealings with others. Adherence to these basic values will serve to improve the quality of all of our work and fan services. We must remain mindful that conducting ourselves in a professional manner will ensure that the Red Sox name will always be worthy of respect and trust.

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STATEMENT OF EMPLOYEE CONDUCT

All employees are expected to conduct themselves professionally, consistent with our objective of providing a safe, clean, enjoyable experience for Red Sox fans. Any behavior contrary to the policies or interests of the Boston Red Sox will result in disciplinary action, up to and including discharge, at the discretion of management. Performance and disciplinary issues are handled on a case-by-case basis, depending on the particular circumstances involved. All employees are at will, which means that either you or the Boston Red Sox can terminate your employment at any time, with or without cause or prior notice.

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ANTI-HARASSMENT AND SEXUAL HARASSMENT POLICY

This policy applies to all employees, including supervisors and non-supervisors.

Introduction The Boston Red Sox support each employee’s right to work in an environment free from unlawful discrimination. We strictly enforce a prohibition against harassment, sexual or otherwise, of any of the Club’s employees by anyone, including any fellow employee, vendor, client, customer or other third party.

Harassment consists of unwelcome conduct, whether verbal or physical, that is based on a characteristic protected by law, such as sex, race, color, ancestry, national origin, religion, age, disability, or sexual orientation. Harassment is unlawful and the Boston Red Sox will not tolerate harassing conduct that affects employment conditions, that interferes unreasonably with an individual’s work performance, or that creates an intimidating, hostile, or offensive work environment.

To achieve our goal of providing a workplace free from harassment, the conduct that is described in this policy will not be tolerated and we have provided a procedure by which inappropriate conduct will be dealt with, if encountered by employees.

Further, any retaliation against an individual who has complained about harassment or retaliation against individuals for cooperating with an investigation of a harassment complaint is similarly unlawful and will not be tolerated.

The Boston Red Sox take allegations of harassment seriously and will respond promptly to complaints. Where it is

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determined that inappropriate conduct has occurred, the Boston Red Sox will act promptly to eliminate the conduct and will impose corrective action as necessary, including disciplinary action where appropriate, which may include termination of employment.

Please note that while this policy sets forth our goals of promoting a workplace that is free of harassment, the policy is not designed or intended to limit our authority to discipline or take remedial action for workplace conduct which we deem unacceptable, regardless of whether that conduct satisfies the definition of harassment.

Definition Of Harassment “Harassment” means unwelcome conduct toward an employee, whether verbal or physical, that is based on a characteristic protected by law, or a protected characteristic of the employee’s relatives, friends or associates, which has the purpose or effect of creating an intimidating, hostile or offensive working environment. Harassment includes, but is not limited to:

¥ Display or circulation of written materials or pictures that are degrading to a person or group described above.

¥Verbal abuse or insults about, directed at, or made in the presence of an individual or group described above.

“Sexual harassment” means sexual advances, requests for sexual favors, and verbal or physical conduct of a sexual nature when:

¥ Submission to or rejection of such advances, requests, or conduct is made either explicitly or implicitly a term or condition employment or as a basis for employment decisions.

¥ Such advances, requests, or conduct have the purpose or effect of unreasonably 18 27847 Red Sox Handbook 4/3/03 4:53 PM Page 19

interfering with an individual’s work performance by creating an intimidating, hostile, humiliating, or sexually offensive work environment.

Under the definitions stated above, direct or implied requests by a supervisor for sexual favors in exchange for actual or promised job benefits such as favorable reviews, salary increases, promotions, increased benefits, or continued employment constitutes sexual harassment.

The definition of sexual harassment is broad. In addition to the above examples, other unwelcome sexually oriented conduct, whether intended or not, that has the effect of creating a work environment that is hostile, offensive, intimidating, or humiliating to either male or female workers also may constitute sexual harassment.

While it is not possible to list all circumstances that may be considered sexual harassment, the following are examples of conduct that is inappropriate and that, if unwelcome, may constitute sexual harassment. In each case, such a determination will depend upon the totality of the circumstances, including the severity of the conduct and its pervasiveness.

¥ Unwelcome sexual advances, whether they involve physical touching or not. ¥ Unwelcome leering, whistling, brushing against the body, sexual gestures, suggestive or insulting comments. ¥ Sexual epithets, jokes, written or verbal references to sexual conduct, comments about an individual’s body, comments about an individual’s sexual activity, deficiencies, or prowess. ¥ Discussion of one’s own sexual activities or inquiries into others’ sexual experiences. ¥ Displaying sexually suggestive objects, pictures, cartoons. 19 27847 Red Sox Handbook 4/3/03 4:53 PM Page 20

All employees should take special note that, as stated above, retaliation against an individual who has complained about sexual harassment, and retaliation against individuals for cooperating with an investigation of a sexual harassment complaint is unlawful and will not be tolerated by this organization.

Reporting Complaints of Harassment If any of our employees believes that he or she has been subjected to sexual harassment or any other harassment described above by anyone, including any fellow employee, vendor, client, customer or other third party, the individual has a right to file a complaint with the Boston Red Sox. This may be done verbally or in writing. If you would like to file a complaint you may do so by contacting your immediate supervisor or Elaine Steward, Vice President and Club Counsel, at (617) 236-6671 Mike Dee, Executive Vice President of Business Affairs, at (617) 236-6733 Michele Julian, Director of Human Resources, at (617) 375-0988 If you are an Aramark employee please contact, Julie Jordan at (617) 536-6683 All of whom may also be contacted at: 4 Yawkey Way Boston, MA 02215. These individuals are also available to discuss any concerns you may have and to provide information to you about our policy on harassment and our complaint process.

Complaint Investigation When the Boston Red Sox receive a complaint of harassment, we will investigate the allegation in a fair and expeditious manner. The investigation will be conducted in such a way as to maintain confidentiality to the extent practicable under the circumstances. Our investigation may include an interview with the person filing the complaint and also may include interviews with witnesses or other 20 27847 Red Sox Handbook 4/3/03 4:53 PM Page 21

individuals who we believe would be useful to the investigation. We also will interview the person(s) alleged to have committed the harassment.

When we have concluded our investigation, we will, to the extent appropriate, inform the person filing the complaint and the person(s) alleged to have committed the conduct of the results of the investigation.

If it is determined that inappropriate conduct has occurred, we will act promptly to eliminate the offending conduct, and where it is appropriate we will also impose disciplinary action.

Disciplinary Action If it is determined that inappropriate conduct has been committed by one of our employees we will take action that is appropriate under the circumstances. Action may range from counseling to termination of employment, and may include such other forms of disciplinary action as we deem appropriate under the circumstances.

Note that the failure of a supervisor or manager to report any knowledge of any incidents of harassment, by any offender, including any supervisor, co-worker, vendor, client, or customer at Fenway Park, will lead to disciplinary action, up to and including dismissal.

State and Federal Remedies In addition to the above, employees who believe they have been subjected to harassment may file a formal complaint with the respective state agency and/or the EEOC. Using the Boston Red Sox’s complaint process does not prohibit you from filing a complaint with these agencies. Each agency has a specific time period for filing a claim.

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1. United States Equal Employment Opportunity Commission (EEOC) John F. Kennedy Federal Building Government Center 4th Floor, Room 475 Boston, MA 02203 (617) 565-3200 TDD (617) 565-3204 You can reach an EEOC field office by calling toll free (800) 669-4000 TDD (800) 800-3302

2.Massachusetts Commission Against Discrimination

Boston Office: Springfield Office: One Ashburton Place 436 Dwight Street Room 601 Room 220 Boston, MA 02108 Springfield, MA 01103 (617) 727-3990 (413) 739-2145

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Event Staff Do’s & Don’ts

Fenway Team members work together, as a team, to make the game day experience of each and every fan the best it can be. Fenway Team members are on duty as Fenway employees from the time they arrive at the ballpark until the time they leave. While on shift, Fenway employees must act as professionals at all times. These general Do's & Don'ts are in addition to your department's specific procedures contained in this handbook.

DO LIST

1. Arrive to work on time, dressed and properly groomed, and with a good attitude 2. Be active, alert, and professional during the entire shift 3. Perform duties to the best of your ability at all times 4. Be respectful to every fan, supervisor, and fellow employee 5. Wear your name tag/ ID badge and carry your handbook at all times 6. Immediately report all incidents, injuries, and accidents that occur on ballpark property to your supervisor 7. Stand at attention during the playing of the National Anthem(s). All working and talking will temporarily cease during this time 8. Contribute to the cleanliness of the ballpark. If you see trash, please pick it up - appearance is most important 9. Report all complaints. Attempt to resolve all complaints, but if you can’t resolve the problem yourself, call your supervisor for assistance. 10. Report any inoperable equipment (i.e. ATMs, soda machines, drinking fountains) to a supervisor.

DON’T LIST

ANY FENWAY TEAM MEMBER WHO VIOLATES ANY OF THE FOLLOWING IS SUBJECT TO DISCIPLINARY ACTION, UP TO & INCLUDING TERMINATION.

1. Ask players for autographs 2. Walk down on the field before, during, or after the game 3. Eat, drink, or smoke unless on a designated break. Remember, NO smoking in the ballpark 4. Chase after or pick up baseballs 23 27847 Red Sox Handbook 4/3/03 4:53 PM Page 24

5. Consume alcoholic beverages at the ballpark before, during, or after the game 6. Use cell phones while on duty 7. Use radios, walkmans, or televisions while on duty 8. Enter restricted areas unless authorized 9. Solicit tips or gratuities of any kind 10. Sit in any seats once the gates are open 11. Use profanity on ballpark grounds 12. Be involved in any kind of gambling activities on ballpark property 13. Use your stadium ID for admittance to the ballpark unless scheduled to work 14. Discuss any issues with the media

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Aramark Employee Specifics

Aramark’s Guiding Principles For Its Employees: Because Aramark values relationships, we treat customers as long-term partners, and each other with candor and respect. Because we succeed through performance, we encourage the entrepreneur in each of us, and work always to improve our services. Because we thrive on growth, we seek new markets and new opportunities. Uniform: Employees Must: ¥ Maintain a neat and clean appearance while wearing the designated Aramark uniform ¥Wash their hair and bathe daily ¥Wear comfortable closed-toed shoes ¥Wear uniform hat (if required) and make sure hair is tied back ¥Never wear jewelry. All rings (except for a wedding ring), bracelets, watches, and necklaces must not be worn while preparing food ¥ All body piercings that are exposed are not acceptable ¥Wash their hands as often as possible ¥Wear disposable gloves for food handling

Conduct & Behavior: You are expected to work all the scheduled events. The Boston Red Sox schedule is your anticipated work schedule. On game days if you are late more than one half hour past reporting time, you may not be allowed to sign in. Your report time is listed on your identification badge. If you are ill you must give your supervisor at least 3 hours notice prior to punch in time. The first no show without calling in advance will result in a 3 game suspension. The second no show without calling will result in termination. All requests for time off must be received by the end of the home stand prior to the home stand of your request. Please see management for a time off request form. If you are injured while working you are required to report the accident immediately to your stand manager or floor supervisor. You must fill out an accident report in the office the day of the injury, so that we can insure proper coverage for your injury and or time lost. Absolutely no autograph hunting will be allowed, you will be ejected from the park immediately. There will be no sitting in the seats unless management specifically authorizes it. Aramark employees are expected to answer fans’ questions knowledgably even if they do not pertain to food service issues. Carry your handbook at all times to ensure that you can provide the answers to any fan’s questions.

Contact: (617) 536-6683

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Fenway Ambassadors Specifics

The Fenway Ambassadors are the faces that represent the front office. The Ambassadors are pro-active, good-willed employees who focus on making every fan’s Fenway experience the best it can be. Fenway Ambassadors are diverse in age, sex, culture, and race. Personal Appearance:

The minimum standard appearance guidelines have been established by the Boston Red Sox and may be changed at any time. Your manager’s standards may be more strict. Failure of any employee to adhere to these or any subsequently established or modified standards may result in disciplinary action, which may include suspension or termination.

Uniform:

¥ Red sweater, white button down collared shirt, and khaki pants ¥ Ambassadors should maintain a neat and clean appearance while wearing the designated uniform ¥ Hair must be neatly cut and combed ¥ No inappropriate/excessive jewelry

Conduct & Behavior:

As a Fenway Ambassador it is your duty to “float” around Fenway Park, and its surrounding areas, answering questions, offering advice, and performing a variety of good-deeds for Red Sox fans. As a representative of the Red Sox it is your responsibility to make sure that every fan is satisfied with his/her Friendly Fenway experience. To ensure this, you must smile, act attentive towards the customer, and be able to provide them with any information that they may request.

While representing the Red Sox you must refrain from using foul language. Also employees will NOT engage in horseplay, roughhousing, or fighting of any kind, with fans or other employees. If you find yourself in conflict with a fan or another employee you should try to resolve it in a calm, pro-active manner; if the situation cannot be resolved seek out a Supervisor to help.

Contact: (617) 375-0900

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Grounds Crew Specifics

The Grounds Crew is an extremely important part of the Fenway Park team. By following the guidelines set forth in this handbook and directions from your supervisors, combined with teamwork, extra attention to details, and a strong work ethic, you will be able to provide the players and fans with a great playing surface.

Personal Appearance:

Uniform:

¥ Maintain a neat and clean appearance while wearing the designated uniform. ¥ No sandals, flip-flops, or opened-toed shoes may be worn. ¥ No excessive or inappropriate jewelry may be worn. ¥ Hair must be neatly cut and combed.

Conduct & Behavior:

Grounds Crew personnel must be Pro-Active and attentive to the customer’s needs when dealing with fans. If a conflict arises you must remain calm and rational while handling the situation. If you cannot resolve the problem yourself seek a Supervisor for help. When on duty you must refrain from using profanity, smoking, and eating. Grounds Crew personnel will NOT engage in horseplay, roughhousing, or fighting of any kind, with fans or employees.

Contact: (617) 375-0990

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Security Personnel Specifics

A Security representative is a necessary component of the Red Sox game day staff and is essential to the safety of all fans and Red Sox employees. By adhering to the job guidelines of your supervisor and the handbook, Fenway Park will be a safer place for all who visit. Personal Appearance: The minimum standard appearance guidelines have been established by the Boston Red Sox and may be changed at any time. Your manager’s standards may be more strict. Failure of any employee to adhere to these or any subsequently established or modified standards may result in disciplinary action, which may include suspension or termination. Uniform: ¥ Maintain a neat and clean appearance while wearing the designated uniform. ¥ No sandals, flip flops, or opened toed shoes may be worn ¥ No excessive or inappropriate jewelry may be worn ¥ Hair must be neatly cut and combed Conduct & Behavior: Security personnel must require that each person entering the ballpark/restricted area have a valid ticket/credential. To do this, check each ticket for authenticity and proper date. Security personnel should also assist ticket takers by keeping a steady movement of customers through the turnstiles by assisting any persons who are having difficulty getting through the turnstiles and directing physically challenged patrons to Gate D. If your assignment is to attend another section of the ballpark other than one of the gates, you are to stay in that post until you are relieved, the game concludes, or a supervisor assigns you to another area of the park. When dealing with fans one must be Pro-Active and attentive to the customer’s needs. If conflict arises you must remain calm and rational when handling the situation. If you cannot resolve the problem yourself seek out a Supervisor for help. When on duty you must refrain from using profanity, smoking, and eating. Security personnel will NOT engage in horseplay, roughhousing, or fighting of any kind, with fans or employees.

Contact: (617) 267-9440

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Ticket Office Specifics Our customers are the most important people in our business and it is imperative that we serve them with the highest degree of courtesy and professionalism. Everyone must make that extra effort each time you come in contact with a customer, on the phone, or in person. Be polite, helpful, courteous, and make every attempt to be positive at all times. Personal Appearance: The minimum standard appearance guidelines have been established by the Boston Red Sox and may be changed at any time. Your manager’s standards may be more strict. Failure of any employee to adhere to these or any subsequently established or modified standards may result in disciplinary action, which may include suspension or termination. Uniform: Business casual ¥ NO jeans, sneakers, hats, sweatpants, t-shirts, tank tops, tube tops, and shorts. ¥ NO apparel with other teams logos are permitted other than Red Sox minor league teams ¥ NO excessive/inappropriate jewelry ¥ Skirts must be an appropriate length and all shirts must go to the waist ¥ Hair must be neatly cut and tapered. NO do rags, wave caps, or combs in hair. Braids must be neat Conduct & Behavior: We need to be as efficient and productive as possible. Adhering to the policies and guidelines of the ticket office is imperative to achieving this goal. If you have any questions regarding the following information please ask a ticket office manager. Any behavior contrary to the policies or interests of the Boston Red Sox will result in disciplinary action and possible discharge. Such behavior would include but is not limited to: selling tickets not in the ordinary course of business, poor performance, carelessness, irregular attendance, tardiness, interfering with the work of others, refusal to perform an assigned task, insubordination, fighting, sexual harassment, theft, falsifying records, evidence of being under the influence of alcohol or an illegal substance, sleeping on the job, lack of keeping certain policies and business procedures of the Boston Red Sox in confidence, etc. Contact: (617)-236-6626 29 27847 Red Sox Handbook 4/3/03 4:53 PM Page 30

Ushers & Ticket Takers Specifics As ushers and ticket takers, you are the first line of customer service that the Red Sox organization has. Ticket takers provide fans with warm and receptive welcomes and ensure that every fan has the proper ticket and is in the location that he or she should be. Ushers provide fans with directions to seats, answer any questions that the fan may have, and act as gracious hosts in a wonderful ballpark home. Remember to check all tickets for the correct day and time. Personal Appearance: The minimum standard appearance guidelines have been established by the Boston Red Sox and may be changed at any time. Your manager’s standards may be more strict. Failure of any employee to adhere to these or any subsequently established or modified standards may result in disciplinary action, which may include suspension or termination. Uniform: ¥ Maintain a neat and clean appearance while wearing the designated uniform. ¥ Only black shoes/sneakers may be worn ¥No Sandals, flip flops, or opened toed shoes may be worn ¥ No excessive or inappropriate jewelry may be worn ¥ Hair must be neatly cut and combed Conduct & Behavior: Any behavior contrary to the policies or interests of the Boston Red Sox, including, but not limited to, escorting fans to unassigned locations, will result in disciplinary action and possible discharge. As representatives of the Boston Red Sox employees must refrain from foul language, smoking, and eating. Employees will NOT engage in horseplay, roughhousing, or fighting with fans or other employees. If you find yourself unable to resolve, calmly, any conflict that may arise please see a Supervisor immediately. While in uniform you have a responsibility to make sure fans are completely satisfied with their Friendly Fenway experience. When dealing with fans one must be Pro-Active and attentive to the customer’s needs. By smiling, remembering names of ticket holders who often sit in your section or come through your gate, and thanking every fan for attending the game, it will further the Fenway experience for the each fan that you come in contact with. Please carry your handbook at all times. The Handbook will surely provide you a quick reference guide if fans have any questions that need to be answered.

Contact: (617) 267-9440 30 27847 Red Sox Handbook 4/3/03 4:53 PM Page 31

Yawkey Way Specifics

To further the true Major League experience of attending a game at Fenway Park, the Red Sox organization has developed a “carnival” like atmosphere where fans can feast on culinary delights, enjoy live music, meet legendary Red Sox players, watch live demonstrations of how bats, balls, and gloves are made, and a host of other activities. Personal Appearance: The minimum standard appearance guidelines have been established by the Boston Red Sox and may be changed at any time. Your manager’s standards may be more strict. Failure of any employee to adhere to these or any subsequently established or modified standards may result in disciplinary action, which may include suspension or termination. Uniform: Fenway Ambassadors are to wear the provided red sweaters, white button down shirts, and khaki pants that designate themselves as Red Sox employees, there to help fans with any of their concerns or needs. BoSox Club volunteers wear ID badges that signify they are representing the Red Sox organization and are there to help fans Ticket Takers are to wear their issued uniforms and help fans into the ballpark Aramark concessionaires are to wear their official Aramark uniform Yawkey Way Employees should have a neat and clean appearance. No excessive/inappropriate jewelry should be worn, while hair must be neatly cut and combed. Conduct & Behavior: While representing the Red Sox on Yawkey Way, employees must refrain from foul language, smoking, and eating. Employees will NOT engage in horseplay, roughhousing, or fighting with fans or other employees. Yawkey Way employees should try to resolve all conflict on their own in a Pro-Active and calm manner; if the situation cannot be resolved seek out a Supervisor to help. As a representative of the Red Sox organization you have the duty and responsibility of making sure that each and every fan is fully satisfied with their Friendly Fenway experience. In order to ensure this, one must smile, act attentive towards the customer, and make sure that if you cannot provide an outcome to a customer’s wants or concerns that someone else can. NEVER tell a fan “I don’t know”, ALWAYS find them the RIGHT answer. Please carry your handbook with you at all times. The Handbook will surely provide you a quick reference guide

Contact: (617)-267-9440

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Red Sox SmartFan Program

SmartFan is a new online ticketing program for all fans. The Red Sox are offering SmartFan, free of charge to Season Ticket Holders and for $49.95 to Non-Season Ticket Holders. This program will afford Season Ticket Holders the opportunity to track and manage their season tickets and post for resale tickets to games they cannot attend. In addition, the program will allow Non Season Ticket Holders the exclusive opportunity to purchase these tickets posted for sale by Season Ticket Holders. The tickets will be priced at face value plus transaction and processing fees. Season Ticket Holders can also opt into “paperless” eTicketing for even greater convenience.

Benefits for Season Ticket Holders: ¥ Ticket Management o SmartFan allows members to manage and track paper tickets & eTickets using a secure online account that can be accessed through the SmartFan link at www.redsox.com. ¥ Ticket Resale o SmartFan members can post tickets to upcoming games they cannot attend on the official Red Sox resale marketplace. ¥ Ticket Purchase o SmartFan members will have exclusive access to purchase additional tickets posted for sale by other Red Sox Season Ticket Holders. (In addition to the face value purchase price, SmartFan members must pay transaction and processing fees.) ¥ Special Offers & Coupons o SmartFan members may receive special offers and coupons when using the SmartFan kiosks.

Benefits for Non-Season Ticket Holder Members: ¥ Ticket Purchase o SmartFan members will have exclusive access to purchase tickets posted for sale by Red Sox Season Ticket Holders. (In addition to the face value purchase price, SmartFan members must pay transaction and processing fees.) ¥ Special Offers & Coupons

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o SmartFan members may receive special offers and coupons when using the SmartFan kiosks.

How to Join the SmartFan Program: Simply log on to www.redsox.com, click on the SmartFan link and follow the easy step by step instructions. For more information, call one of our friendly Red Sox SmartFan representatives at 877- REDSOX9 and press 1 and then 3.

SmartFan Kiosk Locations: ¥ Ticket Office Lobby - game days: 9 a.m. to one hour after game starts non-game days: 9 a.m. to 5 p.m. Monday-Friday ¥ Gate A Window 2 - game days: 2 hours pre-game to 1/2 hour post game ¥ Gate D Yawkey Way - game days: 2 hours pre-game to 1 hour after game starts ¥ Gate B Ticket Booth - game days: 2 hours pre-game to 1 hour after game starts ¥ Gate C Ticket Booth - game days: 2 hours pre-game-1 hour after game starts

SmartFan Customer Service: ¥Via e-mail: [email protected] ¥Via phone: (877) REDSOX9 (Press 1 and then 3) ¥ In Person: Red Sox Customer Service Window in Ticket Office Lobby o Non Game Days 9 a.m. to 5 p.m. Monday-Friday o Game Days: 9 a.m. to one hour after game starts

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Concessions

Item/Specialty Stand Location/Stand Number

Beverages Found in almost EVERY Beer, Soda, Water, Coffee stand in the ballpark

Chicken Grandstand Level Stand 7-Behind Home plate

Cool Dogs Behind Home plate, Right field

Fries Grandstand Level, Stand 7- Behind Home plate, Stand 12-Right Field, Bleachers

Hamburgers Grandstand Level, Behind Home plate, Right field

Hill Top Steakhouse Right field

Kowloon Behind Home plate

Legal Seafood Behind Home plate

Lemonade Behind home plate Right Field

Nachos Behind Home plate, Right field

Pizza Grandstand Level, Behind home plate Right field, Bleachers

Snacks Found in almost EVERY Candy, Cotton Candy, Crackerjacks, stand in the ballpark Peanuts, Popcorn, Pretzels

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Employee's Guide to Fenway Park

Access for Persons with Disabilities

¥ All gates around Fenway Park are handicap-accessible; however only Gate D has an elevator available to fans that require it. Grandstand wheelchair ticket holders should enter through Gate D ¥ Handicap parking is available on Lansdowne Street ¥ Seats for fans with disabilities are located throughout the park including the box seats, grandstand, bleachers, and green monster seats. There are also handicap seats available in the .406 Club and luxury suites ¥ All restroom facilities are handicap accessible ¥Fans with disabilities may purchase tickets up to 72 hours in advance of each home game by phone or in person at the Red Sox ticket office. TDD # (617) 222-6644

Alcoholic Beverages

¥ Sale of beer at Fenway Park is stopped after the last out of the 7th inning or earlier at the discretion of the VP of Stadium Operations or other Boston Red Sox senior management ¥ All guests must present valid identification and proof of age in order to be served; there are NO exceptions ¥ No more than 2 alcoholic beverages will be sold to a guest per transaction

Animals

Animals are not allowed in the park, except animals for fans with disabilities, unless specified by park operations staff

Assisted Listening Devices

Assisted listening devices are available to those persons hard of hearing and can be picked up prior to the game at the Customer Service Window located under the grandstand behind home plate

ATM Machines

ATMs are located at Gate A, on the main concourse behind home plate, & in the right field corner of the bleachers

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Employee's Guide to Fenway Park Autographs

Fans are permitted to request autographs from players and coaches from the time the Fenway Park gates open until the batting cage is removed, at which time fans are required to take their proper seats. ONLY fans may attempt to get autographs from players and coaches. No member of the Fenway Park staff may solicit players and coaches for autographs.

Banners

Banners or signs may not be held or carried during play due to the fact that it restricts fans’ view of the game. Signs may not be placed on the field or be commercial in nature, obscene, or cause a disturbance to other fans. Poles to display banners or flags are not permitted.

Bathrooms Section 12 Section 7 Men’s Room- Grandstand Level Bleachers Section 21 Section 27

Women’s Room-Grandstand Level Section 18

Women’s Room-Concourse Level Section 31 Section 11 Section 22 Section 10

Men’s & Women’s Rooms-Roof Level Restrooms at the roof level are near the concession stands Section 12 Section 7 Bleachers

Men’s Room Concourse Level Section 30 Section 11 Section 23 Section 10

Family Bathrooms Opening in Right Field Corner in June 2003

Braille Schedules

Braille schedules are available to those fans who are vision-impaired and are available at the Red Sox ticket office 36 27847 Red Sox Handbook 4/3/03 4:53 PM Page 37

Employee's Guide to Fenway Park Cameras

Cameras and video cameras are permitted inside Fenway Park, but cannot be used to commercially reproduce the game and must not interfere with other fans’ enjoyment of the game

Changing Tables

Changing Tables are located in the Men’s and Women’s washrooms at Gate E and in the large Men’s and Women’s washrooms at the lower concourse level behind home plate. There is also a changing table at the First-Aid Station behind Section 12.

Customer Service

Customer Service Booths are located on the main concourse behind home plate and in the Bleachers, behind section 43

Elevators

Elevators are available at Gate D for use by suite holders, 406 Club members, media with credentials, and guests with disabilities. The elevators will not run during an emergency situation.

.406 Club

Located behind home plate at Fenway Park, the .406 Club is a semi- private membership club offering the finest in ballpark entertaining. Individual games may be purchased for groups of 10 or more. For more information contact 617-375-0932.

Fenway Ambassadors

We want to give the fans the personal service we believe they deserve. The Fenway Ambassadors program is designed to find out what the fans like and don’t like. Provide fans with the following information, so they can help us to help them enjoy the Boston Red Sox even further. Phone: (617) 375-0900 E-Mail: [email protected]

First Aid

The First-Aid station is located on the lower concourse on the right field line near Section 12

Food 37 27847 Red Sox Handbook 4/3/03 4:53 PM Page 38

Employee's Guide to Fenway Park Aramark sells a variety of food and drink at concession stands and through mobile vendors throughout the ballpark. At the Grandstand Level, stands are located behind Section 19 and 29. At the Concourse level, concession stands are located at Section 28, various locations behind Home Plate and all along the concourse down the right field side of the Concourse. There are concession stands located throughout the concourse under the Bleachers. For specific locations of types of food please refer to the Concessions page of this manual.

Foul Balls

¥ If a fan is hit by a foul ball, you must immediately attend to the injured fan and determine if first aid is needed. In this situation refer to the First Aid Procedures portion of this handbook on page 14. Your presence may also be needed to prevent other fans from fighting over the ball.

¥Fans are permitted to keep foul balls hit into the stands as souvenirs. However, fans must not go onto the field or interfere in any way with a ball still in play. Fans interfering with a ball in play will be subject to arrest and prosecution.

¥ Employees should never take a ball landing in the seating area from a fan. Employees may not promise a player’s autograph to a fan on a ball caught in the seating area. Gates Open

Fenway Park opens two hours before game time

Green Monster Seats

These 275 seats have been added on top of the famed Green Monster left field wall and can be accessed from the stairs located behind the bleachers or by the elevators located at Gate D, to the 3rd floor

Hall of Fame Club presented by Volvoª The Hall of Fame restaurant is located beneath the .406 Club and is reserved for season ticket holders. The restaurant opens two hours before each homegame. To be admitted into the Hall you must be a season ticket holder and pay an annual $250 membership fee per account. For more information call 877-REDSOX9 38 27847 Red Sox Handbook 4/3/03 4:53 PM Page 39

Employee's Guide to Fenway Park Legends Suite

The new Legend Suite lets groups of up to 20 take in the game with the likes of Carl Yastrzemski, Luis Tiant, Johnny Pesky, Jim Rice, and Fred Lynn. Other amenities include mahogany-paneled walls, a 50” flat, plasma screen television, and contemporary furnishings. For more information call 877-REDSOX9

Lost and Found

Any items found at Fenway Park should be turned in at a Customer Service booth. Fans who have lost items should call 617-267-9440 the following day to check if the item was found Lost Parents/Found Children

Children who have lost their parents should be escorted to one of the Customer Service Booths on the main concourse behind home plate or in the bleachers MBTA Fenway is conveniently located just 2 blocks from both Kenmore Square and Fenway stops of the Green Line subway system. The MBTA adds extra service on game days to ensure that fans can travel to and from the ballpark safely and conveniently. Commuter trains serving stations along the Worcester/Framingham line stop before and after the game at Yawkey Station, which is located directly across Brookline Avenue from the ballpark. Commuter rail, Orange line, and MBTA bus service are also available at Ruggles Station. See also Ruggles Shuttle Service. Media Trucks Media trucks are located in the parking area on the corner of Van Ness Street and Lansdowne Street

Non-Alcohol Sections

Fans may purchase tickets on a first come, first served basis to Fenway Park’s designated alcohol-free sections. Reserved grandstand sections 32 and 33 are alcohol-free. The Red Sox will strictly enforce this prohibition.

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Employee's Guide to Fenway Park Players Club Located at the corner of Lansdowne St and Brookline Ave, the Players Club is a terrific setting for companies, family reunions, alumni associations and other groups to gather and eat before a Red Sox game. Starting at the seventh inning until two hours after the game ends and during rain delays, The Players Club becomes a lounge. For more information please call 617-375-0932. Press Box The press box is located on the fifth level and is accessible at Gate D, but only to those with proper credentials. Prohibited No beach balls, alcoholic beverages, glass bottles, or cans will be permitted in the ballpark. Fans may not bring backpacks, coolers, computers, briefcases, containers, or bags of any type into Fenway Park. Fans traveling directly from work are reminded to leave the items listed above at their place of business. Small purses and diaper bags are allowed but will be subject to inspection. Fans will NOT be permitted to store any of the prohibited items at Fenway Park. Remind fans that the Red Sox do not condone misbehavior of any kind. Fans are also reminded that anyone observed with offensive articles will be promptly ejected from the park. Such conduct is reprehensible and will not be tolerated. Rain Delay/Checks If a game is delayed by rain please encourage fans to wait for play to be resumed. Under most circumstances every effort is made to resume play of the game. The Boston Red Sox management will make best efforts to keep staff and fans informed as information becomes available. If a game is canceled due to inclement weather and it has been determined that the original tickets will not be used for the makeup game, they can be exchanged for a future game of the current season at the ticket office in person or by mail. Always encourage fans to hold on to their ticket stub until a game has been declared “official”. Right Field Corner Slated to open in June 2003, the right field corner will house a picnic area, concession stands, and a family bathroom. 40 27847 Red Sox Handbook 4/3/03 4:53 PM Page 41

Employee's Guide to Fenway Park Ruggles Shuttle Service The Ruggles Shuttle Service is a complimentary service between Ruggles Station and Fenway Park that makes it easier for fans taking the Orange Line, commuter rail lines from Attleboro, Franklin, Needham, and several MBTA bus lines to get to the ballpark. The shuttle service from Ruggles Station to Fenway Park begins operation 90 minutes prior to game time, at 10-minute intervals. Transportation is free with the display of a Red Sox game ticket. Fans picking up tickets at the ballpark will also be allowed on the shuttle at no charge. Fans riding to the game are dropped off at Overland Street, which is one block from Gate A at Fenway Park. Service back to Ruggles Station from Overland Street begins at the start of the seventh inning and ends one hour after the end of the game. Ruggles Station is located at the intersection of Ruggles Street and Columbus Avenue in Boston. This shuttle is also convenient for those fans parking at the Northeastern Renaissance Garage on the corner of Ruggles street and Columbus Avenue. Scoreboard Messages Fans wanting to send birthday or anniversary wishes on the scoreboard can do so by making a contribution to the Red Sox foundation. For more information call (617) 375-0900 SmartFan Program SmartFan is a new online ticketing program for all fans. The Red Sox are offering SmartFan, free of charge to Season Ticket Holders and for $49.95 to Non-Season Ticket Holders. This program will afford Season Ticket Holders the opportunity to track and manage their season tickets and post for resale tickets to games they cannot attend. In addition, the program will allow Non Season Ticket Holders the exclusive opportunity to purchase these tickets posted for sale by Season Ticket Holders. The tickets will be priced at face value plus transaction and processing fees. Season Ticket Holders can also opt into “paperless” eTicketing for even greater convenience. Smoking Smoking is PROHIBITED in Fenway Park

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Employee's Guide to Fenway Park Souvenir Shop The Lansdowne Shop, offering official Red Sox souvenirs and gifts, is located inside the concourse behind Section 28 Suite Rentals The Red Sox have luxury suites that can be rented on a game-to- game basis. For more information on luxury suites, call 617-236- 6494 Telephones Public pay telephones are located at the following locations: On the Lower Concourse Level Inside Gate E Behind home plate (to 3rd base side) Deep right field In the Bleachers In the Upper Grandstand between Section 13 & 14 and Level 3, Level 4, and the Press Box area Ticket Office Fans can pick up ticket order forms or walk-up to the Ticket Office at 4 Yawkey Way outside Gate A. Will Call tickets may be picked up just inside Gate A Ticket Office 877-REDSOX9 Group Sales (40+) 877-REDSOX9 24 Hr. Touch Tone 617-482-4SOX Customer Service 617-236-6666 TDD # 617-236-6644 Tours Guided Tours of Fenway Park are conducted Monday through Friday, from April through September. No tours are given when day games are scheduled. For more information have fans call 617-236-6666 Yawkey Way Fans of all ages are invited to experience a five senses thrill ride before catching a game, where they can meet former Red Sox players, feast on delicious foods, enjoy live entertainment, and watch fascinating demonstrations of how baseball equipment is made. For more information contact, (617) 267-944 42 27847 Red Sox Handbook 4/3/03 4:53 PM Page 43

NOTES

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NOTES

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NOTES

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NOTES

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NOTES

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2003 Promotional Giveaways

Day/Date Time VS. Item/Event

Fri, April11 2:05 BAL 2003 Red Sox Magnetic Schedule Sponsored by Dunkin’ Donuts

Sat, April 12 7:05 BAL 2003 Red Sox Pocket Schedules Sponsored by Verizon Wireless

Sun, April 13 2:05 BAL Pedro Martinez Replica Jersey Sponsored by Sports Authority

Tue, April 15 6:05 TAM K-9 Calendar

Wed, April 16 6:05 TAM New Red Sox Batting Practice Hat Sponsored by Poland Spring

Thur, April 17 6:05 TAM Red Sox Sport Bags Sponsored by Delta Airlines

Wed, April 30 6:05 KC Nomar Garciaparra Replica Jersey Sponsored by Dunkin’ Donuts

Sun, July 27 2:05 NYY Red Sox Visor Sponsored by Verizon

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Emergency Contact List

Incident Management Center/Customer Service: 617-236-6772 617-236-6773

Fenway Park Medical Staff: 617-236-6698

Vice President of Stadium Operations: 617-236-6651

Red Sox Front Office: 617-267-9440

Boston Police Department: 617-343-4200

Boston Fire Department: 617-343-3550