64 2018 U.S. BANK STADIUM SKOL SERVICE PLAYBOOK 2018 U.S. BANK STADIUM SKOL SERVICE PLAYBOOK 64 65 ALCOHOL MANAGEMENT SIGNS OF IMPAIRMENT As people move throughout U.S. Bank Stadium you have many chances to observe them. While watching guests cheer, purchase food and beverage or walk down the concourse, keep an eye out for the following signs of impairment. These are your first clues to determine if that guest is impaired and needs your assistance. Bad JUDGMENT • Annoying others • Making bad decisions • Increased drinking rate • Using abusive, foul or disruptive language Lowered INHIBITIONS • Talking loudly • Being overly friendly • Being argumentative • Removing clothing Slowed REACTIONS • Losing train of thought • Being unresponsive • Slurring speech • Glassy eyes Poor COORDINATION • Stumbling or falling; losing balance • Being asleep • Spilling drinks • Unable to sit up in their seat ALCOHOL SHUT-OFF PROCEDURE For each event, alcohol shut-off time will be outlined in your event brief sheet. When alcohol shut-off occurs, team members will politely inform the guests in line that we have reached our alcohol shut-off for this event. At this time, concessionaires will stop selling alcohol to that line. ALCOHOL SHUT-OFF TIMES FOR A VIKINGS GAME Concessions: Clubs: Suites: Start of 4th quarter 30 minutes post game 60 minutes post game BAG POLICY Team members must follow the NFL Clear-Bag Policy: • Bags that are clear plastic, vinyl or PVC and do not exceed 12” x 6” x 12”. Official NFL team logo clear plastic bags are available through club merchandise outlets or at nflshop.com • One-gallon clear plastic freezer bag (Ziploc bag or similar) • In accordance with the U.S. Bank Stadium Uniform Policy, clear bags are available to eligible team members. If you need a clear bag, please see your supervisor. • Smallclutchbagsthatare5"x7"withorwithoutahandleorstrap,may be carried into the stadium along with one of the clear bag options • An exception will be made for medically necessary items after proper inspection at a gate designated for this purpose • Bag check service available for Vikings games and is located at Portland and 4th; cost is $10 per item BODY LANGUAGE Before you speak, take note of your body language as it can create a positive or negative impression. When you interact with guests or other team members, the following are some ways to make sure that you offer a great first impression: • SMILE • Your posture is key to making guests feel like they are welcomed and are speaking to someone who is eager to help them • Whilespeakingwithaguest,maintainasmucheyecontactaspossible • Always use a positive and calm voice, especially when assisting an unhappy guest • THANK our guests for attending the event or bringing a concern to your attention BREAKS AND MEALS Team member breaks are only permitted when assigned to you by your lead/supervisor. You should not leave your post unless approved by a lead/supervisor. Alert your lead/supervisor if there is an emergency and you must leave your working area. When walking through the stadium during your break, you will still be considered “on duty”. If you are approached by a guest, you are expected to provide them with assistance. Never tell a guest that you are not available because you are on a break. No team member may leave the stadium on his or her break. Consuming food or beverage in public areas while on duty is not permitted.