2018 U.S. BANK STADIUM SKOL SERVICE PLAYBOOK 2018 U.S. BANK STADIUM SKOL SERVICE PLAYBOOK 8 9 THE TEAM DEPENDS ON YOU TO: • Be punctual and honor your work commitment • Smile and be enthusiastic • Use friendly, courteous phrases when speaking with our guests • Respond cheerfully to all questions; speak immediately when you knowtheansweroractquicklytoseekinformationifyouareunsure • Maintain a neat and professional appearance • Communicate and work openly with each other and guests OUR SKOL SERVICE TEAM INCLUDES: • G4S • Hennepin Healthcare • M Hospitality • MainGate Retail • Minneapolis Department of Regulatory Services • Minneapolis Police Department • Minnesota Vikings Black Jackets and Memory Makers • Minnesota Vikings Cheerleaders • Minnesota Vikings Scoreboard Team • Minnesota Vikings SKOL Line • Minnesota Vikings Street Team • Minnesota Vikings Ticket Office Team • SMG Cleaning Services • SMG Guest Experience Team • SMG Ticket Office • SMG Tour Guides • SMG Turf Crew • Whelan Event Staff Security OUR MISSION STATEMENT We commit to creating memorable experiences through service excellence while providing a safe, world-class sports and entertainment environment for all. QUALITY STANDARDS AND BEHAVIORS SAFETY If I see something, I say something • I take action to put safety first • I know and follow safety policies and procedures COURTESY I am friendly and respectful • I smile and make eye contact • I greet, welcome and thank all guests • I keep conversations positive and appropriate • I treat each guest as an individual APPEARANCE I take pride in my appearance and surroundings • I keep all areas clean and well-maintained • I correct or report maintenance concerns • I display appropriate body language • I display the appropriate look for my work area EFFICIENCY I pay attention to every detail to exceed expectations • I utilize tools and resources available to me • I understand my position and responsibilities • I provide accurate information COMMITMENT TO SERVICE TM