68 2018 U.S. BANK STADIUM SKOL SERVICE PLAYBOOK 2018 U.S. BANK STADIUM SKOL SERVICE PLAYBOOK 68 69 EJECTION PROCESS U.S. Bank Stadium is dedicated to providing a safe, friendly and clean entertainment experience. Guests who violate the Guest Code of Conduct may be ejected. U.S. Bank Stadium has adopted an escalating scale of enforcement for Guest Code of Conduct violations. Ejections are documented and anyone ejected from the stadium may be banned from future U.S. Bank Stadium events. The purpose of this policy is to help ensure that all U.S. Bank Stadium guests enjoy a positive event day experience. LISTEN Listen to what the guest has to say in order to identify the issue. EMPATHIZE Empathize with the situation. APOLOGIZE Apologize (if appropriate). REACT React in a way that provides an efficient solution. NOTIFY Notify the rest of the team about the issue so that we can follow up with our guests. Remember to ask questions and always check in with the guest to ensure their satisfaction. At times you may come across a situation that involves hostility between parties that you cannot defuse. If this is the case, immediately contact the nearest supervisor or security representative for assistance. If a supervisor or security personnel is not immediately available, the following procedures should be followed: • Collect as much specific information as possible • Number of people in the group • The behavior of others in the group • What specific language was used • Location: Section, Row & Seat • Description of individual • Call the SOC using your ISS Communicator, radio, or mobile phone and request assistance; share all the information above with the SOC. • If at any time you feel threatened or at risk, distance yourself from the situation. Continue to observe from a safe distance until a supervisor or security representative responds to the scene. EMERGENCY PROCEDURES Guests come to U.S. Bank Stadium to enjoy the fun and excitement that comes with sports and entertainment, and they depend on each of us to provide them with a fun, safe, and memorable experience. Careful planning has gone into building a beautiful and safe stadium. It is the responsibility of each and every one of us to look for potential safety issues. Be aware of your area and the areas around you. We rely on your sense of teamwork to keep exits clear of obstacles or debris, to not let trash cans overflow and to report any incidents that may impact safety. Notify your lead/supervisor or the team members at any Guest Services of any potential issue that you see so they can inform maintenance or housekeeping immediately. Even with careful planning things may happen. This is when you need to stay calm and assist guests in “playing it safe.” The following will provide you guidelines for the best way to handle emergency situations. Be aware and remember to always notify your lead/ supervisor and/or the Stadium Operations Center (SOC) of any potentially harmful situations. Also, never put yourself into a dangerous or life threatening situation. In the event of an emergency, U.S. Bank Stadium team members have been trained and instructed to assist guests in evacuating the stadium. All guests should familiarize themselves with the emergency evacuation video played throughout the stadium, including on the video boards, before each event. It is a good idea to identify two emergency exits closest to your seat location. In the event of an evacuation, event day team members will assist guests with disabilities and direct them to safe locations and exit routes. SEE SOMETHING SAY SOMETHING You can assist in the prevention of incidents by taking the following actions. When you arrive at your assigned location: • Look around the section, concourse and entrance in your area • Keep an eye out for any suspicious packages, unattended bags, backpacks, etc. • If a guest is exhibiting suspicious behavior, or if you find anything that looks out of place, contact your supervisor or a security teammate immediately and let them determine the appropriate action • NEVER HANDLE ANY SUSPICIOUS OBJECTS *or personal bags that you are unable to see inside of EMERGENCY PROCEDURES