66 2018 U.S. BANK STADIUM SKOL SERVICE PLAYBOOK 2018 U.S. BANK STADIUM SKOL SERVICE PLAYBOOK 66 67 EVENT BRIEF SHEET Just as your SKOL Service Playbook is your guide for working at U.S. Bank Stadium, your brief sheet includes information relating to the event time line, hospitality locations, retail information, security issues and other vital special event notes. For every event, you should keep your event brief sheet handy along with your SKOL Service Playbook. SAFETY BRIEFING At the start of each shift, a required safety meeting is conducted by each event day supervisor/lead to their team members. The safety briefing is to be tailored to the specific work areas and duties for the crew members. The safety briefing must include: • Key locations – exits, first aid stations, emergency equipment • Key procedures – responding to injuries, disorderly behavior, evacuations • Responding to potentially unsafe conditions • Conditions unique to the event – type of event, type of crowd expected and weather conditions TOP SIX When you report to your assigned work area, review the following locations and how to give precise directions to each listed in your Top Six. These locations will be an integral part of your role on event day. 1. First Aid Station 2. Restrooms 3. ATM 4. Guest Services 5. Concession Stands 6. Emergency Exits BRIEFING CHILD SAFETY U.S. Bank Stadium provides a wristband that will note the seat location and group name (if applicable) with information we can use to reunite the child/parent should their child become separated from their party. For the guest’s safety and protection, the wristband does not include the child’s or parent’s name. Guests may pick this up at any Guest Services location. U.S. Bank Stadium does not page guests over the public address system. CELLULAR PHONES Texting and cell phone use is prohibited anytime you are working or in front of guests. However, electronic devices and cell phones are permitted to be carried with you during your shift and may be used on your scheduled break and out of guests’ view. DIFFICULT GUESTS To ensure our guests’ comfort, safety and security, we must create a fun, safe and guest-friendly community. We need to anticipate difficult situations and be prepared to react in a quick and efficient manner, while keeping the guests’ interests at heart. One way is to L.E.A.R.N. LISTEN, EMPATHIZE, APOLOGIZE, REACT, NOTIFY CHILD SAFETY (CONT.) FOUND CHILDREN When encountering a child wandering alone without a guardian: • STAY WITH THE CHILD! Do not leave the child to get help • Check the child to see if they have their ticket or wristband • Kneel down to the child’s level, and identify yourself as a stadium team member • Ask their name and age; ask them if they are lost or need help • Calmly inform them that you are there to help and ask if they have their ticket PARENT REPORTING A LOST CHILD When a parent or guardian approaches you saying their child is missing, please escort the guest to the nearest Guest Services location. • Ask for the child’s age • Ask where the child was last seen • Ask what the child is wearing The supervisor will call the SOC and the information will be communicated to Guest Experience and Security personnel throughout the stadium. Explain to the guest that all separated parties will be taken to Guest Services and that security has been notified. All information will be placed in the Incident Management Dispatch Queue and sent to all ISS Communicators.