Volunteer Opportunity
NASCAR Series Race, August 19 - 20, 2023
DUTY INFO FOR USHERS
JOB PURPOSE:
1. Ensure that guests may enter grandstand by verifying ticket.
2. Help Fans find their seats in Grandstands with friendly and efficient service.
3. Answer guest’s questions
4. Monitor guest behavior
5. Make the guests feel like this is the friendliest place on earth!
TOOLS:
Guest Guides (Study in advance of event!)
o Answers 80% of questions we anticipate
Sample Ticket display
FACILITY ACCESS
All workers will need a worker coupon
o The first 3 lines must be completely and legibly filled out
o Take note of instructions on back before coming to track
Worker Registration is located in the parking field at Gate 4a. The entrance is across from the Ticket Office.
Arrive early enough to be through traffic (expect delays), through worker registration, to your post, and oriented to surroundings by shift start.
JOB NOTES
At the entrance gates in the Grandstands, following a bag check procedure - check the grandstand admission ticket to be sure the fan has a ticket and is at the correct Grandstand.
One or more Ushers have been scheduled to stand out in front of the bag check line as a “Greeter”. Please welcome each guest!
o Communicate to the line the name of the grandstand and ask that people have their tickets out.
o Warn guests about items that will obviously not pass the bag check station so they don’t needlessly stand in line to be told later.
Guests may not hold their small children on their laps.
Sunday entry: All guests (even children) must have a ticket for a reserved seat in your specific grandstand.
Saturday entry: The FrontStretch and Pit Terrace are also reserved on Saturday and require a reserved seat ticket. Other grandstands require only
As of February 11, 2016 Page 2
a General Admission ticket. The Sunday seat holders do not have priority on Saturday – we observe first come, first served rules on Saturday.
Dab the ticket and the hand. Do not take any portion of the ticket.
o Upon re-entry, a daubed ticket and hand are needed for a valid re-entry.
o Many tickets will have a Hologram. If you have an Admission Ticket where the Hologram looks photocopied or different then the sample provided, notify your supervisor or Law Enforcement. Anyone who catches a counterfeit gets a free hat from the Pyramid Souvenir Center!
o Some tickets are “Print-at-Home” tickets and you wouldn’t recognize a counterfeit. If there is a conflict about a seat due to 2 people having the same print-at-home ticket, call your supervisor.
When a guest exits, check to make sure they have their ticket with them.
Ushers in Grandstand will direct fans to the proper row and seat if needed. (Many guests know where they are going.)
o Be sure to study grandstand layout for numbering before the first guest arrives.
o Each guest should be seated on top of the applicable seat number and need to remain within their own “seat” space.
§ If a number of large guests tightly fill a row so that newly arriving guests don’t fit, please seek your supervisor right away. As the grandstands fill up right before the race starts, ushers need to be vigilant and watch for this type of problem to occur at that time.
Answer questions / provide information as needed. Study guest guide in advance – keep copy with you at all times.
o For questions you can’t answer with info from the guest guide, ask your supervisor. FYI: there are information booths located:
§ Just outside of the pedestrian cross-over bridge by Gate 5. (Close to Riesbeck and Bodine grandstands)
§ Next to the Argetsinger grandstand
§ At the entry gate from the parking lot behind the Seneca and Ninety Grandstands.
§ In camping Section D near food concession stand (Close to Jackie Stewart grandstand)
§ Behind the FrontStretch Grandstand near the restroom
§ In the paddock near the food concession stand (Closest to Pit Terrace)
§ At the shuttle bus stop on Richardson Road (Closest to Esses Grandstand)
As of February 11, 2016 Page 3
Ushers must monitor/enforce the rules at grandstands. Please refer to your supervisor if you aren’t sure about violations.
o For reasons of customer safety and comfort, no smoking is allowed in any of the grandstands. This is to be monitored and enforced! (It’s under “Code of Conduct” in the Guest Guide and on signs posted at the Grandstand.)
o No standing on seats (except top row).
o No standing on bottom row. That would be in front of the wheel chair seating and would block views. People may pause to take a picture…
o Some stands have horizontal aisles about 2/3 of the way up or at the top. Those are like fire lanes and must be kept clear in case of an emergency evacuation. No standing in them.
o No swearing or excessively boisterous behavior.
o No abusive, lewd, or indecent behavior.
o No throwing objects toward or onto the track.
o Any behavior that is offensive to others is prohibited.
Be responsive to guest’s comfort and viewing issues;
o Report any unsanitary conditions (such as a “wet clean up”) to your supervisor.
o Report any blockage of viewing to your supervisor.
o Report any problems with PA to your supervisor. (speakers)
In case of rain… Grandstand manager has squeegees and towels so that seats can be dried.
A guest wearing a blue rubber wristband is a “first timer”. Please give them some extra attention!
“EXPRESS LANE” gates are in some Grandstand areas. (Physical layout prevents this at some grandstand gates.)
o These gates are for people with NO Bags or Pre-checked bags from the Hospitality Village.
o Pre-checked bags will be marked with a wristband.
“EXIT ONLY” gates are in some Grandstand areas. (Physical layout prevents this at some grandstand gates.)
o No Guest is allowed to enter through the “Exit”.
o If a guest leaves with a pre-checked bag – the wristband needs to be removed. The guest will need to have bag rechecked upon re-entry.
o All guests must pass through entry gate and the security check again upon re-entry.
HANDICAP SEATING is located in each grandstand on the first row.
o At all grandstands except the FrontStretch, a “handicapped” seat is a wheelchair space and a built-in seat for a companion.
As of February 11, 2016 Page 4
o At the FrontStretch grandstand, the Handicapped row is all open space for wheelchairs and folding chairs. The ticketed companions of persons in wheelchairs should be issued a folding chair by an usher.
o No standing is allowed along the fence line on the bottom row, as this would block the view of the persons seated in handicap seating. Ushers have a responsibility to enforce this! If individuals that are standing will not cooperate, refer the problem to your supervisor and/or law enforcement personnel if your supervisor is unavailable.
NATIONAL ANTHEM – When the anthem is played, please pause your duties, stand straight, place your right hand over your heart, face the flag or source of music – until Anthem ends.
THE GRANDSTAND TEAM – in addition to ushers:
Law Enforcement is there to back up our policies and procedures and handle guest behavior problems when referred to them.
Bag Checkers monitor items and containers that can be brought into the grandstands.
Grandstand Manager – assigned to oversee all job functions within a specific area and communicate with WGI Guest Services Mgmt
CUSTOMER RELATIONS
Please be as friendly as possible with all guests. Smile, greet, welcome, thank. Be patient. Treat rudeness with kindness. Listen. Make a difference in someone’s day!
Remember that communication is 55% BODY LANGUAGE, 35% TONE OF VOICE, and ONLY 7% CHOICE OF WORDS.
Every guest should get a greeting and departure thank you!
DRESS CODE
Slacks, not shorts or jeans. (Docker type pants OK)
Comfortable, closed-toed shoes. No flip flops or sandals.
A shirt with a collar and covered shoulders. A vest will be supplied.
Bring rain gear!
A ball cap will be provided.
Don’t bring: personal seating, hard sided coolers, alcohol, or your kids!
Be sure to let your group contact know if you are available on Monday in case the race is rained out on Sunday!
Have some fun!
If you haven’t yet done so, Please visit the glen website www.theglen.com/onthejob and take the short multiple choice usher quiz.
We really appreciate you taking time out of your busy schedules to help the band!
I look forward to seeing you soon!
Michael Christenson
JOB PURPOSE:
1. Ensure that guests may enter grandstand by verifying ticket.
2. Help Fans find their seats in Grandstands with friendly and efficient service.
3. Answer guest’s questions
4. Monitor guest behavior
5. Make the guests feel like this is the friendliest place on earth!
TOOLS:
Guest Guides (Study in advance of event!)
o Answers 80% of questions we anticipate
Sample Ticket display
FACILITY ACCESS
All workers will need a worker coupon
o The first 3 lines must be completely and legibly filled out
o Take note of instructions on back before coming to track
Worker Registration is located in the parking field at Gate 4a. The entrance is across from the Ticket Office.
Arrive early enough to be through traffic (expect delays), through worker registration, to your post, and oriented to surroundings by shift start.
JOB NOTES
At the entrance gates in the Grandstands, following a bag check procedure - check the grandstand admission ticket to be sure the fan has a ticket and is at the correct Grandstand.
One or more Ushers have been scheduled to stand out in front of the bag check line as a “Greeter”. Please welcome each guest!
o Communicate to the line the name of the grandstand and ask that people have their tickets out.
o Warn guests about items that will obviously not pass the bag check station so they don’t needlessly stand in line to be told later.
Guests may not hold their small children on their laps.
Sunday entry: All guests (even children) must have a ticket for a reserved seat in your specific grandstand.
Saturday entry: The FrontStretch and Pit Terrace are also reserved on Saturday and require a reserved seat ticket. Other grandstands require only
As of February 11, 2016 Page 2
a General Admission ticket. The Sunday seat holders do not have priority on Saturday – we observe first come, first served rules on Saturday.
Dab the ticket and the hand. Do not take any portion of the ticket.
o Upon re-entry, a daubed ticket and hand are needed for a valid re-entry.
o Many tickets will have a Hologram. If you have an Admission Ticket where the Hologram looks photocopied or different then the sample provided, notify your supervisor or Law Enforcement. Anyone who catches a counterfeit gets a free hat from the Pyramid Souvenir Center!
o Some tickets are “Print-at-Home” tickets and you wouldn’t recognize a counterfeit. If there is a conflict about a seat due to 2 people having the same print-at-home ticket, call your supervisor.
When a guest exits, check to make sure they have their ticket with them.
Ushers in Grandstand will direct fans to the proper row and seat if needed. (Many guests know where they are going.)
o Be sure to study grandstand layout for numbering before the first guest arrives.
o Each guest should be seated on top of the applicable seat number and need to remain within their own “seat” space.
§ If a number of large guests tightly fill a row so that newly arriving guests don’t fit, please seek your supervisor right away. As the grandstands fill up right before the race starts, ushers need to be vigilant and watch for this type of problem to occur at that time.
Answer questions / provide information as needed. Study guest guide in advance – keep copy with you at all times.
o For questions you can’t answer with info from the guest guide, ask your supervisor. FYI: there are information booths located:
§ Just outside of the pedestrian cross-over bridge by Gate 5. (Close to Riesbeck and Bodine grandstands)
§ Next to the Argetsinger grandstand
§ At the entry gate from the parking lot behind the Seneca and Ninety Grandstands.
§ In camping Section D near food concession stand (Close to Jackie Stewart grandstand)
§ Behind the FrontStretch Grandstand near the restroom
§ In the paddock near the food concession stand (Closest to Pit Terrace)
§ At the shuttle bus stop on Richardson Road (Closest to Esses Grandstand)
As of February 11, 2016 Page 3
Ushers must monitor/enforce the rules at grandstands. Please refer to your supervisor if you aren’t sure about violations.
o For reasons of customer safety and comfort, no smoking is allowed in any of the grandstands. This is to be monitored and enforced! (It’s under “Code of Conduct” in the Guest Guide and on signs posted at the Grandstand.)
o No standing on seats (except top row).
o No standing on bottom row. That would be in front of the wheel chair seating and would block views. People may pause to take a picture…
o Some stands have horizontal aisles about 2/3 of the way up or at the top. Those are like fire lanes and must be kept clear in case of an emergency evacuation. No standing in them.
o No swearing or excessively boisterous behavior.
o No abusive, lewd, or indecent behavior.
o No throwing objects toward or onto the track.
o Any behavior that is offensive to others is prohibited.
Be responsive to guest’s comfort and viewing issues;
o Report any unsanitary conditions (such as a “wet clean up”) to your supervisor.
o Report any blockage of viewing to your supervisor.
o Report any problems with PA to your supervisor. (speakers)
In case of rain… Grandstand manager has squeegees and towels so that seats can be dried.
A guest wearing a blue rubber wristband is a “first timer”. Please give them some extra attention!
“EXPRESS LANE” gates are in some Grandstand areas. (Physical layout prevents this at some grandstand gates.)
o These gates are for people with NO Bags or Pre-checked bags from the Hospitality Village.
o Pre-checked bags will be marked with a wristband.
“EXIT ONLY” gates are in some Grandstand areas. (Physical layout prevents this at some grandstand gates.)
o No Guest is allowed to enter through the “Exit”.
o If a guest leaves with a pre-checked bag – the wristband needs to be removed. The guest will need to have bag rechecked upon re-entry.
o All guests must pass through entry gate and the security check again upon re-entry.
HANDICAP SEATING is located in each grandstand on the first row.
o At all grandstands except the FrontStretch, a “handicapped” seat is a wheelchair space and a built-in seat for a companion.
As of February 11, 2016 Page 4
o At the FrontStretch grandstand, the Handicapped row is all open space for wheelchairs and folding chairs. The ticketed companions of persons in wheelchairs should be issued a folding chair by an usher.
o No standing is allowed along the fence line on the bottom row, as this would block the view of the persons seated in handicap seating. Ushers have a responsibility to enforce this! If individuals that are standing will not cooperate, refer the problem to your supervisor and/or law enforcement personnel if your supervisor is unavailable.
NATIONAL ANTHEM – When the anthem is played, please pause your duties, stand straight, place your right hand over your heart, face the flag or source of music – until Anthem ends.
THE GRANDSTAND TEAM – in addition to ushers:
Law Enforcement is there to back up our policies and procedures and handle guest behavior problems when referred to them.
Bag Checkers monitor items and containers that can be brought into the grandstands.
Grandstand Manager – assigned to oversee all job functions within a specific area and communicate with WGI Guest Services Mgmt
CUSTOMER RELATIONS
Please be as friendly as possible with all guests. Smile, greet, welcome, thank. Be patient. Treat rudeness with kindness. Listen. Make a difference in someone’s day!
Remember that communication is 55% BODY LANGUAGE, 35% TONE OF VOICE, and ONLY 7% CHOICE OF WORDS.
Every guest should get a greeting and departure thank you!
DRESS CODE
Slacks, not shorts or jeans. (Docker type pants OK)
Comfortable, closed-toed shoes. No flip flops or sandals.
A shirt with a collar and covered shoulders. A vest will be supplied.
Bring rain gear!
A ball cap will be provided.
Don’t bring: personal seating, hard sided coolers, alcohol, or your kids!
Be sure to let your group contact know if you are available on Monday in case the race is rained out on Sunday!
Have some fun!
If you haven’t yet done so, Please visit the glen website www.theglen.com/onthejob and take the short multiple choice usher quiz.
We really appreciate you taking time out of your busy schedules to help the band!
I look forward to seeing you soon!
Michael Christenson