2019 COLLEGE PROGRAM HANDBOOK The IMS College Program is an immersion event operations program designed to give students 2019 professional experience and exposure at the World’s Largest Single-Day Sporting Event, COLLEGE Indianapolis 500. The College Program is an integral part of hosting The Greatest Spectacle in Racing, and plays a critical role in hosting epic PROGRAM events here at The Racing Capital of the World. HANDBOOK Our employees enrich the Fan Experience for thousands of loyal fans during our event days. MISSION | Exceed expectations in guest service, celebrate long-standing traditions, and The roles our employees play are designed help create new epic experiences to make the Indianapolis Motor Speedway THE bucket list sports venue. to spark happiness in the lives of our loyal fans. From reminiscing about childhood trips to the Indianapolis Motor Speedway Museum to creating traditions for future generations, the Indianapolis Motor Speedway (IMS) is responsible for making each fan a part of history. Guests will know they can rely on YOU when help is needed at the Indianapolis Motor Speedway. It is our expectation that the College Program will create a hospitable and safe environment that cannot be duplicated. GUEST EXPERIENCE DEPARTMENT STAFF Senior Director, Guest Experience Marcie Ahern Director, Event Operations Kirk Dooley Senior Coordinator, Event Operations Hannah Huffman Program Coordinator, Event Operations David Letherman Coordinator, Customer Service Austin Pontius Thank you for your participation for the 2019 season. We know that the Indianapolis Motor Speedway has SAFETY PATROL DIVISION COORDINATORS the best employees in the world. Each employee is very important to the success of IMS and this place would not Pagoda Command Steve Somermeyer be the same without each one of you. This is not an easy Traffic Division Kevin Schrier job, but we know you will do it with grace and enthusiasm. Garage and Pits Division Ken Lemmon We value your knowledge and dedication and look forward Gates Division Chris Hitch to working with you this season. Remember: YOU are the Outside Lots Division Chris Hitch Start/Finish Line! Suites Division Larry Gentry Stands and Mounds Division Dan Hagist If you have any questions or concerns about the upcoming Night Crew Rick Phillips (Security Dept) month, please do not hesitate to contact us by email at [email protected]. GUEST EXPERIENCE PROGRAMS & CONTACTS College Program Hannah Huffman Non-Profit Organizations Hannah Huffman Q & A Zone Hannah Huffman CONTENTS IMPORTANT TELEPHONE NUMBERS . 9 GUEST & EMPLOYEE SAFETY . 39 PAGODA COMMAND 39 2019 EVENT DATES . 11 IN AN EMERGENCY 41 2019 GATE RULES AND REGULATIONS 42 . 2019 GARAGE POLICY 44 VISION & EXPECTATIONS 13 CREDENTIAL CHECKING AND EXPECTATIONS 45 SCHEDULING & TEAMS 14 INCIDENT REPORTING 46 TOP 5’s 16 EVACUATION PROCEDURES 47 EMPLOYEE CODE OF CONDUCT 18 TIPS FOR SUCCESS 20 . GUEST EXPERIENCE DOS & DON’TS 22 NAVIGATING THE FACILITY 49 BASIC RADIO ETIQUETTE RULES 23 DRIVER OWNER LOT 49 FIRE ACCESS GATES 50 . FLAG ROOMS 51 HOW TO TREAT A GUEST 27 GARAGE AREA 52 GREETINGS 27 GASOLINE ALLEY 53 YOUR PLEDGE TO PROVIDE OUTSTANDING SERVICE 28 GASOLINE ALLEY SUITES 54 DEALING WITH A DIFFICULT GUEST 30 GRANDSTANDS 55 HULMAN TERRACE SUITES 65 . HULMAN TERRACE CLUB 65 GUESTS WITH DISABILITIES 35 INDIANAPOLIS MOTOR SPEEDWAY MUSEUM 66 IMS ADA ACCOMMODATIONS 36 LEGENDS ROW HOSPITALITY 67 MEDIA CENTER 68 PAGODA 69 PIT LANE - NORTH AND SOUTH PITS 70 PLAZA HOSPITALITY VILLAGE 71 TOWER TERRACE SUITES 72 TRANSPORTER LOT 73 TURN 2 VIP SUITES 73 IMPORTANT TELEPHONE NUMBERS Emergency 911 Pagoda Command 317-492-5500 IU Health Medical Center (Infield) 317-492-5200 IMS Fire Safety 317-492-6520 IMS Museum - Information 317-492-6784 Patrol One 317-201-6209 GUEST EXPERIENCE DEPARTMENT STAFF Kirk Dooley 317-492-6444 Hannah Huffman 317-492-6535 David Letherman 317-492-6248 Austin Pontius 317-492-6493 Guest Experience Office 317-492-6534 ADMINISTRATION BUILDING DEPARTMENTS Ticket Box Office 317-492-6700 Credentials 317-492-6500 Premium Services 317-492-8430 Administration Building 317-492-8500 IMPORTANT TELEPHONE NUMBERS IMPORTANT 8 IMPORTANT TELEPHONE NUMBERS 9 2019 EVENT DATES REV • 5/4/19 INDYCAR Grand Prix • 5/10 - 5/11/19 Indy 500 presented by Gainbridge Practice, Quals, and Race • 5/14 - 5/26/19 SVRA • 8/2 - 8/4/19 Driven2SaveLives BC39 Dirt Track Race • 9/4 - 9/5/19 Big Machine Vodka 400 at the Brickyard powered by Florida Georgia Line • 9/6 - 9/8/19 IWiT LPGA Championship • 9/23 - 9/29/19 Red Bull Air Race • 10/19 - 10/20/19 *Please note that IMS College Program is strictly a May program. However, if you enjoy your time at IMS, you may express interest in signing up for the events listed above. 2019 EVENT DATES 10 PROMOTER CREDENTIALS 2019 EVENT DATES 11 COLLEGE PROGRAM VISION & EXPECTATIONS • Experience the large-scale event execution process. • Feel connected in Indy and be a professional of The Greatest Spectacle in Racing. • Contribute to the big picture of the Month of May. • Get in the weeds and understand the “why.” • There is no such thing as a “little job” here. • Social Media - Be smart, you’re a representative of IMS now. Our seasonal staff is made up of 2,000 individuals who interact with our thousands of fans and are the ones who actually deliver on the guest experience. We believe college students will interact and serve our guests, while representing the IMS brand in the best way possible. We have the opportunity to redefine how our guests experience IMS. Our expectations for customer service/fan interaction are high for 2019—YOU are the ones who are going to make this initiative come to life. We also expect you to be on time, communicate to your team leaders/IMS Staff, and remain flexible and positive throughout the month. VISION & EXPECTATIONS 12 VISION & EXPECTATIONS 13 SCHEDULING & TEAMS • Your team leader will be your primary point of contact throughout May. Talk to them about: If you are going to be late/cannot come into • You are scheduled based on your Tier. work. • You will rotate positions every day of work—so If you are having any issues at your position, prepare to remain flexible. with other coworkers, etc. • Starting April 13, any changes or concerns need If you are moved from your original position to be communicated to your team leader—not to for the day to a new position. [email protected]. When you are dismissed from your position. • The time on your schedule is the time to clock-in, If you think you should tell them something, not arrive at the facility. tell them. Too much communication is better • The start time of each day is different, so please than too little. be mindful of this. • You are placed on a team based on your Tier. You Paychecks will be mailed every Friday. Please make will rotate positions with these team members. sure we have the correct address on file. • You will have a team leader, area leader and Safety Patrol supervisor. Area leaders and Safety Break areas may depend on which division/area you Patrol supervisors will change daily, based on are working in that day. the position you are assigned to that day. Make sure to bring your ID card, plan for lunch/snacks and dress for the weather each day. 14 VISION & EXPECTATIONS 15 EMPLOYEE EXPECTATIONS: TOP 5’s TOP 5 DON’TS 1. Do not tell guests “I don’t know.” Search to find the TOP 5 THINGS TO KNOW answer. 2. Do not touch a guest unless personal safety is at 1. Where the nearest first aid station is at your work risk. location. 3. Do not argue with a guest. Always call for 2. Who I should contact in case of an emergency or supervisor assistance if needed. medical situation. 4. Do not be on your phone while at your work 3. Who I should call if a guest has a question I do not location. know the answer to. 5. Do not abandon your post without permission. 4. Where ADA/Disabled support features are (parking, Always check-in with a supervisor before leaving shuttles, seating, ADA restrooms etc.). your post for breaks, lunch, etc. 5. Where the nearest restroom and concession stand is. TOP 5 DOS TOP 5 THINGS TO REMEMBER 1. You are a direct representative of the Indianapolis 1. Always warmly greet guests and smile. Motor Speedway. 2. Always look and act professional. 2. You are one of the first people IMS guests see and 3. Actively seek to resolve issues and guest interact with. questions—or find someone who can. 3. Bring appropriate clothing and food; water and ice 4. Know your specific responsibilities—correct will be provided. credentials, passes, tickets, procedures, etc. 4. Your work is recognized and appreciated. 5. Actively seek to deliver the best fan experience 5. You make this place special! possible in your area. 16 VISION & EXPECTATIONS 17 EMPLOYEE CODE OF CONDUCT • Refrain from smoking/vaping, unless during a break in a designated break area. • Treat fellow employees, guests and clients In order to maintain a consistent level of performance respectfully, appropriately and professionally at across all staff, basic rules of conduct have been all times. established for employees while on duty. We are • Use personal cameras and mobile phones committed to compliance with our Employee Code of including their cameras for business purposes Conduct. Anyone who violates these responsibilities only, unless in a designated break area. is subject to disciplinary action, up to and including • Reject receiving gifts, tips, autographs or any termination. other benefit from IMS employees, suite holders/ hosts, guests, or vendors/clients of any kind.