27847 Red Sox Handbook 4/3/03 4:53 PM Page 1 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 ii 27847 Red Sox Handbook 4/3/03 4:53 PM Page 1 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 1 27847 Red Sox Handbook 4/3/03 4:53 PM Page 2 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 2 27847 Red Sox Handbook 4/3/03 4:53 PM Page 3 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 3 27847 Red Sox Handbook 4/3/03 4:53 PM Page 4 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 5 27847 Red Sox Handbook 4/3/03 4:53 PM Page 6 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!! 6 27847 Red Sox Handbook 4/3/03 4:53 PM Page 7 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 – Carlton Fisk • #9 – Ted Williams • #8 – Carl Yastrzemski • #4 – Joe Cronin • #1 – Bobby Doerr • The Blue "42" in right field is to honor Jackie Robinson and his heroic achievements • Dimensions Feet Meters Left Field 310 ft.