New Hire Orientation

SMG ManagementSMG Management
Steve Tadlock
General Manager
Denise Russell
Dir. of Finance
Mitzi Evans
Dir. of Marketing
Steve Aoki
Event Manager
Sean McElhinney
Asst. General
Manager
Mary Watts
Human Resources
Coordinator/
Executive Asst.
Lou Atchick
Dir. of Food/Beverage

The safety of each guest and team memberThe safety of each guest and team member
is our most important concern. Save Martis our most important concern. Save Mart
Center and SMG will make every effort toCenter and SMG will make every effort to
provide a safe environment for everyone.provide a safe environment for everyone.
However, due to circumstances beyondHowever, due to circumstances beyond
our control, a partial or completeour control, a partial or complete
evacuation of the facility might beevacuation of the facility might be
necessary.necessary.
Emergency EvacuationEmergency Evacuation
ProceduresProcedures

1.1. STAY CALM!STAY CALM!
2.2. Do not assume the alarm is a test or a false alarm unless youDo not assume the alarm is a test or a false alarm unless you
were given notice in advance of system testing.were given notice in advance of system testing.
Door Guards/Ticket Takers: Elevator Operators
1. Remove obstacles from doors 1. Stay in your elevator
2. Direct guests to Lot 1 or Lot 2 and assist guests.
3. Do not let guests re-enter the building 2. Supervisors will pick
4. Stay at your post (If safe to do so) you up on the sweep.
Ushers/Guards:
1. Assist guests with special needs
2. Direct guests to the nearest exit
3. Stay at your post (If safe to do so)
4. Sweep the building

3.3. After the final sweep is complete, all team members should report toAfter the final sweep is complete, all team members should report to
Lot 4Lot 4. For safety reasons, it is important to take attendance and. For safety reasons, it is important to take attendance and
ensure that all team members exited the building safely.ensure that all team members exited the building safely.
4.4. Send anyone that has been separated from their party toSend anyone that has been separated from their party to Lot 6Lot 6..
5.5. Team members are not to make any comments to the media. PleaseTeam members are not to make any comments to the media. Please
refer all questions from the media to the Save Mart Center Generalrefer all questions from the media to the Save Mart Center General
Manager.Manager.
6.6. If re-entry into the building is possible, supervisors will be notified toIf re-entry into the building is possible, supervisors will be notified to
ask all staff to re-assemble inside the facility. The priority will be toask all staff to re-assemble inside the facility. The priority will be to
check tickets of all guests as they re-enter the building, and then teamcheck tickets of all guests as they re-enter the building, and then team
members will be redeployed to their original posts.members will be redeployed to their original posts.

Emergency Evacuation- ReviewEmergency Evacuation- Review
Do not assume the alarm is a testDo not assume the alarm is a test
Stay calm at all timesStay calm at all times
Give special attention to guests with specialGive special attention to guests with special
needs.needs.
Direct guests to the nearest exitDirect guests to the nearest exit
Ensure that your area is totally evacuatedEnsure that your area is totally evacuated
After final sweep report to Lot 4 to check inAfter final sweep report to Lot 4 to check in

We are working in a very competitiveWe are working in a very competitive
industry. When it comes to events likeindustry. When it comes to events like
conventions, shows, and sporting events-conventions, shows, and sporting events-
attendance is often voluntary, and theattendance is often voluntary, and the
choices are endless. Poor customer servicechoices are endless. Poor customer service
can easily result in lost customers. Down thecan easily result in lost customers. Down the
line that translates to lost jobs.line that translates to lost jobs.
Customer service is a veryCustomer service is a very
important part of ourimportant part of our
business.business.

SMG 101SMG 101
SMG was founded in 1977 with our firstSMG was founded in 1977 with our first
property, the Louisiana Superdomeproperty, the Louisiana Superdome
SMG is the largest facility managementSMG is the largest facility management
company in the worldcompany in the world
SMG manages over 230 propertiesSMG manages over 230 properties
worldwideworldwide
SMG’s is owned by American CapitalSMG’s is owned by American Capital

Save Mart Center opened in 2003Save Mart Center opened in 2003
At 450,000 sq. feet Save Mart Center isAt 450,000 sq. feet Save Mart Center is
the largest arena between San Franciscothe largest arena between San Francisco
and Los Angelesand Los Angeles
Our permanent tenants areOur permanent tenants are
 Fresno State Men’s BasketballFresno State Men’s Basketball
 Fresno State Women’s BasketballFresno State Women’s Basketball
 Fresno State Women’s VolleyballFresno State Women’s Volleyball
Save Mart Center 101Save Mart Center 101

Save Mart Center is owned by the Fresno StateSave Mart Center is owned by the Fresno State
Auxiliary Corporations. They also run campusAuxiliary Corporations. They also run campus
housing, food services and the student union.housing, food services and the student union.
SMG is responsible for Booking, FinanceSMG is responsible for Booking, Finance
(including Box Office), Marketing, Event Services(including Box Office), Marketing, Event Services
(parking, guest services, premium seating),(parking, guest services, premium seating),
Operations (set-up and tear-down), and FoodOperations (set-up and tear-down), and Food
Services (including catering)Services (including catering)
At the end of 2014, Save Mart Center was rankedAt the end of 2014, Save Mart Center was ranked
the #2 collegiate venue, #49 in the U.S. and #95the #2 collegiate venue, #49 in the U.S. and #95
worldwide in ticket sales by Pollstar magazine.worldwide in ticket sales by Pollstar magazine.

Our concrete floor has 12 miles of tubes thatOur concrete floor has 12 miles of tubes that
circulate chemicals to help keep our ice frozencirculate chemicals to help keep our ice frozen
The NW and SW lobbies could each hold a 7The NW and SW lobbies could each hold a 7
story buildingstory building
Our clock tower is 96 ft. tall- 16 ft. taller than theOur clock tower is 96 ft. tall- 16 ft. taller than the
Matterhorn at DisneylandMatterhorn at Disneyland
There are over 1,000 phone lines and almostThere are over 1,000 phone lines and almost
1,000 internet lines in the building1,000 internet lines in the building
The base of the bulldog statue in the SE lobbyThe base of the bulldog statue in the SE lobby
contains 10 Fresno State time capsulescontains 10 Fresno State time capsules
Save Mart CenterSave Mart Center
Fun FactsFun Facts

Guest Relations- Everyone’sGuest Relations- Everyone’s
ResponsibilityResponsibility
Guests are the most important people. OurGuests are the most important people. Our
mission is to meet or exceed the expectationsmission is to meet or exceed the expectations
of guests attending events. Our goal is 100%of guests attending events. Our goal is 100%
guest satisfaction. Every team member,guest satisfaction. Every team member,
regardless of department or job description,regardless of department or job description,
should serveshould serve allall guests with the highest degreeguests with the highest degree
of courtesy, professionalism, thoughtfulness,of courtesy, professionalism, thoughtfulness,
sincerity and enthusiasm.sincerity and enthusiasm.
Remember, guests are not an interruption
of our work… they are the purpose for it.

Effective communicationEffective communication
 Is both verbal and non-verbalIs both verbal and non-verbal
 Most important is your ATTITUDEMost important is your ATTITUDE
_____ % comes from what we say (words)_____ % comes from what we say (words)
_____ % comes from how we say it (tone)_____ % comes from how we say it (tone)
_____ % comes from body language_____ % comes from body language
7
38
55
CommunicationCommunication

When you choose your words, you can:When you choose your words, you can:
 Use positive or negative wordsUse positive or negative words
 Ask for cooperation, or give commandsAsk for cooperation, or give commands
that order people around.that order people around.
 Use open or closed questionsUse open or closed questions
Open questions are questions that encourage aOpen questions are questions that encourage a
fuller response, like “How can I help you?”fuller response, like “How can I help you?”
Closed questions get a yes/no answer,Closed questions get a yes/no answer,
like “Can I help you?”like “Can I help you?”

Tone of voice is difficult to describe,Tone of voice is difficult to describe,
but we get meaning from:but we get meaning from:
 How smooth or abrupt the voice isHow smooth or abrupt the voice is
 How fast the speaker goesHow fast the speaker goes
 The pitch of the voiceThe pitch of the voice
 How loud or soft the personHow loud or soft the person
speaksspeaks

Body language and appearanceBody language and appearance
includes:includes:
Facial expressionFacial expression
Position or movement of the headPosition or movement of the head
Eye contactEye contact
Posture (closed versus open posture)Posture (closed versus open posture)
GesturesGestures
Overall appearanceOverall appearance

What does their bodyWhat does their body
language say?language say?

Body language + tone = 93%Body language + tone = 93%
of the message!of the message!
Use friendly, open body language:Use friendly, open body language:

Open arms = WelcomeOpen arms = Welcome

Eye Contact = comfortable, show interestEye Contact = comfortable, show interest
Use a warm, cooperative tone of voice.Use a warm, cooperative tone of voice.

Relax, take a deep breath, and smile.Relax, take a deep breath, and smile.
Observe body language in others.Observe body language in others.

Keep your distance from a possiblyKeep your distance from a possibly
dangerous person.dangerous person.

CommunicationCommunication
Interactive ListeningInteractive Listening
Is also both verbal and non-verbalIs also both verbal and non-verbal
●Listen to what they say withoutListen to what they say without
interrupting.interrupting.
●Listen to their wordsListen to their words
●Note their tone of voiceNote their tone of voice
●Watch their body languageWatch their body language
Sometimes it is not “what” is said, butSometimes it is not “what” is said, but
“how” it is presented that tells the story“how” it is presented that tells the story

WordsWords DODO mattermatter
What can you say insteadWhat can you say instead
of…of…
You’ll have to…You’ll have to…
I’ll try to…I’ll try to…
It’s against our policy…It’s against our policy…
I can’t do that…I can’t do that…
We aren’t allowed toWe aren’t allowed to

How to say “No” nicelyHow to say “No” nicely
Explain the reasonExplain the reason

I’m sorry, you cannot bring your camera in theI’m sorry, you cannot bring your camera in the
building. Cameras are not allowed for this event.building. Cameras are not allowed for this event.
Show you understand the person’sShow you understand the person’s
disappointmentdisappointment
Offer a positive alternativeOffer a positive alternative

I’m sorry, but this lot is full. You can pull forwardI’m sorry, but this lot is full. You can pull forward
and drop your guest off close to the building andand drop your guest off close to the building and
then go park in another lot.then go park in another lot.
Say what you can do.Say what you can do.

The customer is always right…The customer is always right…
right?right?
No, the customer is NOT always right, but the customer does always have the rightNo, the customer is NOT always right, but the customer does always have the right
to make the final buying decision. Therefore, the way a prospective buyer is treatedto make the final buying decision. Therefore, the way a prospective buyer is treated
really does matter: with respect to their initial buy, their future purchasereally does matter: with respect to their initial buy, their future purchase
considerations, and for the story they tell of their experience.considerations, and for the story they tell of their experience.
Try to relate to the person’s emotion & distress.Try to relate to the person’s emotion & distress.
Keep your attitude positive, respectful and helpful.Keep your attitude positive, respectful and helpful.
Listen carefully to establish the facts.Listen carefully to establish the facts.
Move into problem-solving mode.Move into problem-solving mode.
Explain the facility’s position.Explain the facility’s position.
Right away, offer anything weRight away, offer anything we cancan do.do.
Find the best available option. Be flexible.Find the best available option. Be flexible.
Don’t blame the customer.Don’t blame the customer.
This phrase represents an attitude, not a fact.

Guidelines for when you needGuidelines for when you need
to tell others what to doto tell others what to do
Use a pleasant tone of voice.Use a pleasant tone of voice.
Use words that ask for cooperationUse words that ask for cooperation

““May I ask you to…” “Would you please…”May I ask you to…” “Would you please…”
Avoid commandsAvoid commands

Don’t sound like a drill sergeantDon’t sound like a drill sergeant
Use “Please”Use “Please”
Give a reasonGive a reason

Sir, I need to keep this aisle clear. PleaseSir, I need to keep this aisle clear. Please
take your seat.take your seat.

ComplaintsComplaints
According to studies, only about 6% ofAccording to studies, only about 6% of
complaints are cranks or people trying to getcomplaints are cranks or people trying to get
something they are not entitled to.something they are not entitled to.
94% are valid complaints.94% are valid complaints.
Complaints are more common from frequentComplaints are more common from frequent
guests than from one-timers.guests than from one-timers.
You think to yourself, “They’re just working the
system”, but research tells us no.

ComplaintsComplaints
Customer complaints provide valuable information.Customer complaints provide valuable information.
When a dissatisfied customer complains, they areWhen a dissatisfied customer complains, they are
doing two things.doing two things.
First, the customer is making a statement aboutFirst, the customer is making a statement about
expectations that haveexpectations that have notnot been met.been met.
Second, the customer is giving the facility a valuableSecond, the customer is giving the facility a valuable
opportunity to correct the situation. Implied in theopportunity to correct the situation. Implied in the
complaint is the idea that if the situation is resolved tocomplaint is the idea that if the situation is resolved to
the customer’s satisfaction, the customer will come backthe customer’s satisfaction, the customer will come back
to do more business.to do more business.

TARP StudyTARP Study
To see how valuable one complaint can be, look atTo see how valuable one complaint can be, look at
the following research done by TARP:the following research done by TARP:
If a company gets one customer complaint a week, there is anIf a company gets one customer complaint a week, there is an
average of 26 more who remain silent. If a company gets fiveaverage of 26 more who remain silent. If a company gets five
complaints a week, there are as many as 130 dissatisfiedcomplaints a week, there are as many as 130 dissatisfied
former customers with unresolved problems.former customers with unresolved problems.
The same source found that 91% of unhappy customers willThe same source found that 91% of unhappy customers will
never again purchase good or services from a company withnever again purchase good or services from a company with
which they have an unresolved complaint.which they have an unresolved complaint.
The average customer with an unresolved complaint will tellThe average customer with an unresolved complaint will tell
nine to ten people about the problem. 13% tell more than 20nine to ten people about the problem. 13% tell more than 20
people.people.
Up to 70% of people who complained will return to yourUp to 70% of people who complained will return to your
business if the complaint is resolved. Up to 95% will return if thebusiness if the complaint is resolved. Up to 95% will return if the
problem is resolved quickly.problem is resolved quickly.

On Complaints:On Complaints:
Research tells us that there are two partsResearch tells us that there are two parts
to any complaint:to any complaint:
1.1. The emotions of the person who complainsThe emotions of the person who complains
2.2. The reason for the complaint itselfThe reason for the complaint itself
You will need to do something aboutYou will need to do something about
both 1 & 2 above.both 1 & 2 above.
Emotions Run HighEmotions Run High

3 Steps to Deal with3 Steps to Deal with
EmotionsEmotions
1. Make a statement that1. Make a statement that recognizesrecognizes the emotionalthe emotional
state, like:state, like:
““I can see that you are upset.”I can see that you are upset.”
““That must have made you angry.”That must have made you angry.”
2.2. ApologizeApologize in general terms—for all of us.in general terms—for all of us.
Research shows that it is satisfying to the customer toResearch shows that it is satisfying to the customer to
hear an apology.hear an apology.
For the facility (even if it was not your fault), say:For the facility (even if it was not your fault), say:
““I’m sorry you had a problem.”I’m sorry you had a problem.”
““I’m sorry things aren’t working out for you today. Let me seeI’m sorry things aren’t working out for you today. Let me see
what I can do.”what I can do.”
3.3. PersonalizePersonalize it. Give your name; get theirs.it. Give your name; get theirs.
3 Steps
Recognize
Apologize
Personalize

Best Practices for Handling ComplaintsBest Practices for Handling Complaints
Research Tells Us What Works-10 StepsResearch Tells Us What Works-10 Steps
1. Recognize emotions.1. Recognize emotions.

Stay in control of yours.Stay in control of yours.

Recognize theirs.Recognize theirs.
2. Thank the person.2. Thank the person.
3. Apologize for us.3. Apologize for us.
4. Listen patiently as they4. Listen patiently as they
vent.vent.

Don’t interrupt. Don’t rush.Don’t interrupt. Don’t rush.

The person probably rehearsedThe person probably rehearsed
the whole speech. Now they needthe whole speech. Now they need
to sayto say allall of it.of it.
5. Make a personal5. Make a personal
connection.connection.
6.6. Promise to do something about it.Promise to do something about it.

Offer a choice of solutions whenOffer a choice of solutions when
possible (This gives the customer apossible (This gives the customer a
sense of control)sense of control)
7. Ask for necessary information.7. Ask for necessary information.
Ask if your solution is okAsk if your solution is ok beforebefore youyou
correct the problem. Silence does notcorrect the problem. Silence does not
mean consent.mean consent. AskAsk “Is this“Is this
acceptable?”acceptable?”
8. Correct the mistake.8. Correct the mistake.
9. Check back with the person.9. Check back with the person.
10. Take steps to prevent further10. Take steps to prevent further
mistakes.mistakes.

Tour TimeTour Time
We will now take aWe will now take a
tour of the buildingtour of the building

Connect all nine dots with only four lines --
without lifting the pen or going backwards.
IcebreakerIcebreaker

Sometimes you need to think outside the box
to find the answer!
IcebreakerIcebreaker

Dealing with conflicts when theDealing with conflicts when the
guest has been drinkingguest has been drinking
Decide if this is a situation the requires security.Decide if this is a situation the requires security.
Stay in controlStay in control
Recognize the effects of alcohol consumption and theRecognize the effects of alcohol consumption and the
resulting changes in behavior that may occurresulting changes in behavior that may occur

Some effects of alcohol consumptionSome effects of alcohol consumption
Visual disturbancesVisual disturbances
Other sensory changesOther sensory changes
Coordination problemsCoordination problems
Slower physical reactionsSlower physical reactions
Altered judgementAltered judgement
Increased emotional responsesIncreased emotional responses

Some effects of drinking heavilySome effects of drinking heavily
 staggeringstaggering
 slurred speechslurred speech
 becoming less responsivebecoming less responsive
Resulting changes in behaviorResulting changes in behavior
 seems confused or lostseems confused or lost
 shouting, boisterousshouting, boisterous
 disregards personal safetydisregards personal safety
 disregards the safety of othersdisregards the safety of others
 overreacts to the situationoverreacts to the situation

Keep in mind the followingKeep in mind the following
points:points:

Do not touch the person, unless you are with security orDo not touch the person, unless you are with security or
unless you need to protect yourself.unless you need to protect yourself.

Safety is an issue. Move away from steps and railings.Safety is an issue. Move away from steps and railings.

Do not argue with the person.Do not argue with the person.

Speak softly. Keep your tone respectful.Speak softly. Keep your tone respectful.

Do not make judgmental statements about the person’sDo not make judgmental statements about the person’s
drinking.drinking.

Do not talk down to the person.Do not talk down to the person.

Keep what you say focused on the facts.Keep what you say focused on the facts.

Move ahead in small stepsMove ahead in small steps

Be patient; be prepared to repeat information.Be patient; be prepared to repeat information.

If friends are presentIf friends are present who may be helpfulwho may be helpful, ask them to, ask them to
come closer.come closer.

Document all incidents.Document all incidents.

Guests with DisabilitiesGuests with Disabilities
1.1. Do not use the word “handicap”. For guests thatDo not use the word “handicap”. For guests that
are deaf, we say “deaf and hard of hearing” notare deaf, we say “deaf and hard of hearing” not
hearing impaired.hearing impaired.
2.2. Never ask if someone is “disabled,” ask if theyNever ask if someone is “disabled,” ask if they
“need assistance”“need assistance”
3.3. Greet individuals with disabilities as you wouldGreet individuals with disabilities as you would
greet anyone elsegreet anyone else
4.4. Be sure wheelchair spaces have an accessibleBe sure wheelchair spaces have an accessible
route in case of emergencyroute in case of emergency
5.5. Know how to provide hearing assistance ifKnow how to provide hearing assistance if
requestedrequested
6.6. If you do not know how to provide service to aIf you do not know how to provide service to a
Guest with a disability, alert a supervisor.Guest with a disability, alert a supervisor.

Guests with DisabilitiesGuests with Disabilities
Remember, just because the Guest may notRemember, just because the Guest may not
look as though they have a disability doeslook as though they have a disability does
not mean that they do not. Remember: notnot mean that they do not. Remember: not
all disabilities are visible.all disabilities are visible.

They do not have toThey do not have to proveprove it to youit to you
Any equipment used by a Guest with aAny equipment used by a Guest with a
disability is an extension of their bodydisability is an extension of their body

Do not touch unless they ask for yourDo not touch unless they ask for your
assistanceassistance

This includes service animalsThis includes service animals

Save Mart Center policiesSave Mart Center policies
AlcoholAlcohol
Guests are not permitted to bring any alcoholic beverages intoGuests are not permitted to bring any alcoholic beverages into
the facility, nor are they permitted to leave the facility with anythe facility, nor are they permitted to leave the facility with any
alcoholic beverages.alcoholic beverages.
Guests cannot take alcoholic beverages out to the smokingGuests cannot take alcoholic beverages out to the smoking
area.area.
When sold, guests will be able to purchase a maximum of twoWhen sold, guests will be able to purchase a maximum of two
alcoholic beverages at any one time depending on the event.alcoholic beverages at any one time depending on the event.
For events when alcohol is served, sales will be cut offFor events when alcohol is served, sales will be cut off
according to the following general guidelines:according to the following general guidelines:

Basketball- cut off at the end of half timeBasketball- cut off at the end of half time

Concerts- cut off 1 hour before the estimated end of theConcerts- cut off 1 hour before the estimated end of the
show.show.
SMC Management may cut off alcohol sales at any time ifSMC Management may cut off alcohol sales at any time if
deemed necessary.deemed necessary.

ATMATM
ATM machines are located in the following areas:ATM machines are located in the following areas:
 Main Concourse behind section 109Main Concourse behind section 109
 Main Concourse behind section 117Main Concourse behind section 117
 Outside the NW doors near the Box OfficeOutside the NW doors near the Box Office
AutographsAutographs
Guest Services team membersGuest Services team members cannotcannot solicitsolicit
autographs from players, coaches, celebrities, etc.autographs from players, coaches, celebrities, etc.
Violation of this rule will result in termination.Violation of this rule will result in termination.
Baby Changing StationsBaby Changing Stations
Baby changing stations are located in all familyBaby changing stations are located in all family
restrooms.restrooms.

Disabled SeatingDisabled Seating
•Accessible and companion seating is offered on every levelAccessible and companion seating is offered on every level
and in all price categories of the center.and in all price categories of the center.
•If a guest has already purchased tickets in the general seatingIf a guest has already purchased tickets in the general seating
area, but needs accessible seating, we prefer that be resolvedarea, but needs accessible seating, we prefer that be resolved
before the day of the event. If that is not possible, please referbefore the day of the event. If that is not possible, please refer
the guest to our Guest Services desk near Sec. 101, NW lobby.the guest to our Guest Services desk near Sec. 101, NW lobby.
•Please keep in mind that walkers and wheelchairs cannot bePlease keep in mind that walkers and wheelchairs cannot be
left in the aisles and guests cannot remove a chair at the end ofleft in the aisles and guests cannot remove a chair at the end of
a row and replace it with their wheelchair.a row and replace it with their wheelchair.
•Guests that wish to remain in their wheelchair must sit in aGuests that wish to remain in their wheelchair must sit in a
designated accessible seating area.designated accessible seating area.
•If a guest chooses to sit in a seat instead of their wheelchair,If a guest chooses to sit in a seat instead of their wheelchair,
he/she must be able to evacuate him/herself in case of anhe/she must be able to evacuate him/herself in case of an
emergency.emergency.
•The wheelchair will be stored in the nearest location that doesThe wheelchair will be stored in the nearest location that does
not block an aisle or entry way.not block an aisle or entry way.

Eviction PolicyEviction Policy
A ticket to an event is a revocable license and any guestA ticket to an event is a revocable license and any guest
who fails to adhere to Save Mart Center policies or local,who fails to adhere to Save Mart Center policies or local,
state or federal laws may be evicted from the facility.state or federal laws may be evicted from the facility.
Disruptive guests should be reported to a supervisor andDisruptive guests should be reported to a supervisor and
should be given a warning to correct his/her behavior by theshould be given a warning to correct his/her behavior by the
reporting usher. If the guest continues to be uncooperativereporting usher. If the guest continues to be uncooperative
they will, most likely, be evicted by security. If evicted,they will, most likely, be evicted by security. If evicted,
security will confiscate their ticket and the guests may notsecurity will confiscate their ticket and the guests may not
re-enter the building. For each eviction, an incident infore-enter the building. For each eviction, an incident info
sheet must be completed by every staff person involved.sheet must be completed by every staff person involved.
The report must include the behavior, steps we took toThe report must include the behavior, steps we took to
correct the behavior and the final resolution taken.correct the behavior and the final resolution taken.

Fights/DisturbancesFights/Disturbances
When you observe a guest or group of guests who areWhen you observe a guest or group of guests who are
becoming loud or troublesome, notify your supervisor orbecoming loud or troublesome, notify your supervisor or
security before a major disturbance develops. Should a fightsecurity before a major disturbance develops. Should a fight
break out, help keep the area clear of other guests andbreak out, help keep the area clear of other guests and
attempt to notify security. Make every effort to avoid anyattempt to notify security. Make every effort to avoid any
physical confrontation while still protecting yourself, guests,physical confrontation while still protecting yourself, guests,
and fellow team members. If it becomes necessary for youand fellow team members. If it becomes necessary for you
to respond to a fight or disturbance, team members shouldto respond to a fight or disturbance, team members should
walk briskly and not run because that puts guests on thewalk briskly and not run because that puts guests on the
concourse in danger and draws attention to the incident.concourse in danger and draws attention to the incident.
Giveaways/PromotionsGiveaways/Promotions
Team members are prohibited from obtaining giveawayTeam members are prohibited from obtaining giveaway
items unless they are attending the event as a ticketeditems unless they are attending the event as a ticketed
guest.guest.

Guest ConductGuest Conduct
Clothing with offensive language or indecentClothing with offensive language or indecent
graphics is prohibited. Offenders may be deniedgraphics is prohibited. Offenders may be denied
entry.entry.
Guests using foul or abusive language orGuests using foul or abusive language or
gestures toward other fans or players may begestures toward other fans or players may be
evicted.evicted.
Guests abusing alcohol or drugs will be turnedGuests abusing alcohol or drugs will be turned
over to the custody of the security staff, police orover to the custody of the security staff, police or
medical personnel, and are subject to eviction ormedical personnel, and are subject to eviction or
arrest.arrest.
Guests interfering with the progress of the eventGuests interfering with the progress of the event
or going onto the floor will be evicted from theor going onto the floor will be evicted from the
event and may be arrested.event and may be arrested.

Guest ConductGuest Conduct
Guest conduct offensive to other guests or that providesGuest conduct offensive to other guests or that provides
an unsafe environment to one’s self or others shall bean unsafe environment to one’s self or others shall be
considered disorderly and cause for eviction/arrest.considered disorderly and cause for eviction/arrest.
Guests who partake in seat jumping and/or who refuseGuests who partake in seat jumping and/or who refuse
to show their ticket may be evicted.to show their ticket may be evicted.
The use of laser pointers and noise makers, includingThe use of laser pointers and noise makers, including
air horns and megaphones, is prohibited. If they make itair horns and megaphones, is prohibited. If they make it
in the building, they must be checked at Guest Servicesin the building, they must be checked at Guest Services
or taken back to a vehicle.or taken back to a vehicle.
Throwing objects or liquids on the floor or at otherThrowing objects or liquids on the floor or at other
patrons, and any other action which obstructs orpatrons, and any other action which obstructs or
interferes with a player or the progress of an event, isinterferes with a player or the progress of an event, is
prohibited.prohibited.

Incident ReportingIncident Reporting
When completing an incident report:When completing an incident report:
Take notes on an incident information form at the time of theTake notes on an incident information form at the time of the
incident. This will help you complete an accurate report.incident. This will help you complete an accurate report.
Utilize the five “w’s” (who, what, where, when, and why) inUtilize the five “w’s” (who, what, where, when, and why) in
describing the incident.describing the incident.
Provide factual information of what happened, who respondedProvide factual information of what happened, who responded
and how the incident was handled. Never provide an opinion orand how the incident was handled. Never provide an opinion or
an “analysis” of why the incident occurred or how it could havean “analysis” of why the incident occurred or how it could have
been prevented.been prevented.
Provide any comments made by individuals or witnesses,Provide any comments made by individuals or witnesses,
including profanity. Never admit fault or liability when filling out aincluding profanity. Never admit fault or liability when filling out a
form. Include your own statement if you saw what happened.form. Include your own statement if you saw what happened.
If possible, go back and inspect the area to see if there wasIf possible, go back and inspect the area to see if there was
anything that played a factor in the incident (i.e. water on theanything that played a factor in the incident (i.e. water on the
floor for a slip and fall).floor for a slip and fall).
Give completed forms to Michelle before leaving.Give completed forms to Michelle before leaving.

MEDICAL EMERGENCIES DURING EVENTSMEDICAL EMERGENCIES DURING EVENTS
When you are involved in assisting an injured Guest, it isWhen you are involved in assisting an injured Guest, it is
extremely important that you stay calm throughout theextremely important that you stay calm throughout the
interaction. Reassure the Guest that a trained medicalinteraction. Reassure the Guest that a trained medical
professional will arrive shortly. Do not move an injuredprofessional will arrive shortly. Do not move an injured
Guest; make them as comfortable as possible until aGuest; make them as comfortable as possible until a
paramedic/EMT arrives.paramedic/EMT arrives.
Call Base or your Supervisor and give them the exact location andCall Base or your Supervisor and give them the exact location and
nature of the injury.nature of the injury.
Stay with the injured Guest and keep the area clear to allow freshStay with the injured Guest and keep the area clear to allow fresh
air for the Guest and easy access for the paramedics.air for the Guest and easy access for the paramedics.
Obtain the names, addresses and phone numbers of witnesses, ifObtain the names, addresses and phone numbers of witnesses, if
appropriate.appropriate.
If an injured Guest chooses to walk to the First Aid office,If an injured Guest chooses to walk to the First Aid office,
always escort them or ask another member of the Guestalways escort them or ask another member of the Guest
Services Team to help.Services Team to help.

The First Aid office is located behind Section 109.The First Aid office is located behind Section 109.
If the injured Guest refuses help, try to obtainIf the injured Guest refuses help, try to obtain
their name, address, phone number and seattheir name, address, phone number and seat
location. Advise your supervisor immediately, solocation. Advise your supervisor immediately, so
that a paramedic can follow-up with a visit in thethat a paramedic can follow-up with a visit in the
seats if necessary.seats if necessary.
Do not attempt to diagnose an injury or attempt toDo not attempt to diagnose an injury or attempt to
be a doctor. Medical treatment should only bebe a doctor. Medical treatment should only be
provided by trained medical professionals.provided by trained medical professionals.
Routine first aid for minor injures, CPR or theRoutine first aid for minor injures, CPR or the
Heimlich maneuver may be provided if the GuestHeimlich maneuver may be provided if the Guest
Services Team member had been properly trainedServices Team member had been properly trained
and holds a valid certificate.and holds a valid certificate.

Do not discuss the incident with anyone except yourDo not discuss the incident with anyone except your
Supervisor, a member of the medical team, or otherSupervisor, a member of the medical team, or other
management personnel.management personnel.
Never admit fault or liability on behalf of an individual,Never admit fault or liability on behalf of an individual,
the facility or the SMG organization.the facility or the SMG organization.
The information in all Incident Reports is confidentialThe information in all Incident Reports is confidential
and is not to be discussed unless authorized byand is not to be discussed unless authorized by
management.management.
All pertinent information regarding First AidAll pertinent information regarding First Aid
emergencies will be released through SMGemergencies will be released through SMG
management.management.
Always give priority to First Aid calls on the radio.Always give priority to First Aid calls on the radio.
Minimize radio transmissions during medicalMinimize radio transmissions during medical
situations.situations.

Blood Borne Pathogens/Bodily FluidsBlood Borne Pathogens/Bodily Fluids
All members of the Guest Services Team who come inAll members of the Guest Services Team who come in
contact with a bodily fluid such as blood, vomit, urine orcontact with a bodily fluid such as blood, vomit, urine or
feces should contact Base immediately. Please specifyfeces should contact Base immediately. Please specify
that it is a bodily fluid clean-up (human spill), so that thethat it is a bodily fluid clean-up (human spill), so that the
proper safety procedures and solutions can be used.proper safety procedures and solutions can be used.
All Guest should be directed away from the area until theAll Guest should be directed away from the area until the
bodily fluid is completely cleaned up and disinfected.bodily fluid is completely cleaned up and disinfected.
Only members of the cleaning team, with the properOnly members of the cleaning team, with the proper
training and protective equipment, should clean uptraining and protective equipment, should clean up
bodily fluids.bodily fluids.
If at any time you are exposed to a bodily fluid which getsIf at any time you are exposed to a bodily fluid which gets
on your skin, report it to your Supervisor and visit First Aidon your skin, report it to your Supervisor and visit First Aid
immediately.immediately.

Prohibited ItemsProhibited Items
The following items are not permitted inside Save Mart Center:The following items are not permitted inside Save Mart Center:
Bottles or cans (baby bottles permitted)Bottles or cans (baby bottles permitted)
Outside food/beverages (baby food permitted)Outside food/beverages (baby food permitted)
Containers of any kindContainers of any kind
Weapons/firearms (Off duty law enforcement must check inWeapons/firearms (Off duty law enforcement must check in
with the Sergeant on Duty)with the Sergeant on Duty)
Air hornsAir horns
Banners or Flags on polesBanners or Flags on poles
Laser pointers/pensLaser pointers/pens
Spiked or studded jewelrySpiked or studded jewelry
Helium balloonsHelium balloons
Cameras and Audio/Video recording devices may not beCameras and Audio/Video recording devices may not be
permitted during certain events.permitted during certain events.

ProjectilesProjectiles
The throwing of any item inside the center will notThe throwing of any item inside the center will not
be tolerated. If a team member observes a guestbe tolerated. If a team member observes a guest
throwing any items, security should be notifiedthrowing any items, security should be notified
immediately. Throwing any projectile onto theimmediately. Throwing any projectile onto the
playing surface/performance stage is grounds forplaying surface/performance stage is grounds for
immediate eviction.immediate eviction.
Re-Entry PolicyRe-Entry Policy
Save Mart Center has a no re-entry policy. ThisSave Mart Center has a no re-entry policy. This
means that guests who enter the building for anmeans that guests who enter the building for an
event with a ticket are not permitted to leave andevent with a ticket are not permitted to leave and
come back in after initial admission.come back in after initial admission.

Seat RelocationsSeat Relocations
Accessible Seating Request:Accessible Seating Request: Guests with a permanent orGuests with a permanent or
temporary disability may be relocated with ONE companion totemporary disability may be relocated with ONE companion to
accessible seating in the same price level if there are seatsaccessible seating in the same price level if there are seats
available.available.
Fear of Heights:Fear of Heights: If a Guest requests a relocation for fear ofIf a Guest requests a relocation for fear of
heights, please advise them that we cannot issue new seats forheights, please advise them that we cannot issue new seats for
this reason. Guests with fear of heights can go to the Box Officethis reason. Guests with fear of heights can go to the Box Office
to purchase an upgraded ticket in the lower level if available.to purchase an upgraded ticket in the lower level if available.
Obstructed View:Obstructed View: A seat is only considered to have anA seat is only considered to have an
obstructed view if, when sitting in the seat, the performer onobstructed view if, when sitting in the seat, the performer on
stage cannot be seen or is blocked by cable, screen, etc. Notstage cannot be seen or is blocked by cable, screen, etc. Not
being able to see video screens and special effects does notbeing able to see video screens and special effects does not
make the seat obstructed and the guest will not be relocated. Inmake the seat obstructed and the guest will not be relocated. In
most cases, their ticket will already read side stage or limitedmost cases, their ticket will already read side stage or limited
view.view.

Duplicate TicketsDuplicate Tickets
If there is a seating problem or a case of duplicate tickets, pleaseIf there is a seating problem or a case of duplicate tickets, please
remain calm. Politely ask both parties involved for their tickets.remain calm. Politely ask both parties involved for their tickets.
Please check the following: venue, event date, section, row andPlease check the following: venue, event date, section, row and
seat numbers to make sure that everyone is in the correct area. Ifseat numbers to make sure that everyone is in the correct area. If
you still have a seating problem, determine which of the followingyou still have a seating problem, determine which of the following
three situations is applicable:three situations is applicable:
1.1. One party has replacement tickets, the other has regular game/event ticketsOne party has replacement tickets, the other has regular game/event tickets
or season tickets.or season tickets. Guests holding replacement tickets (tickets will be stamped withGuests holding replacement tickets (tickets will be stamped with
“LTV” or “Lost Ticket Voucher” on the back) or relocation tickets always override“LTV” or “Lost Ticket Voucher” on the back) or relocation tickets always override
guests with regular event tickets of any kind. In this case, the person with regularguests with regular event tickets of any kind. In this case, the person with regular
event tickets would be removed from the seats and may be relocated.event tickets would be removed from the seats and may be relocated.
2.2. One Party has season tickets, the other has regular game tickets.One Party has season tickets, the other has regular game tickets. In this case,In this case,
the season ticket holder would remain in the seats and you would summon athe season ticket holder would remain in the seats and you would summon a
supervisor to relocate the guests with the regular game tickets.supervisor to relocate the guests with the regular game tickets.
3.3. Both parties have regular event tickets.Both parties have regular event tickets. In this case, the smaller party should beIn this case, the smaller party should be
moved. If both parties are the same size the party that is already seated shouldmoved. If both parties are the same size the party that is already seated should
remain in the seats.remain in the seats.
4.4. All guests that need to be relocated must be escorted by a staffAll guests that need to be relocated must be escorted by a staff
member to Guest Services.member to Guest Services.

Important ItemsImportant Items
• Scheduling-Scheduling- You are all responsible for submittingYou are all responsible for submitting
accurate availability sheets and for submitting new sheetsaccurate availability sheets and for submitting new sheets
any time your availability changes. Cancellations will not beany time your availability changes. Cancellations will not be
accepted if you did not notify us in advance that you wereaccepted if you did not notify us in advance that you were
not available or if you did not submit a new availabilitynot available or if you did not submit a new availability
sheet. You are also responsible for knowing your ownsheet. You are also responsible for knowing your own
schedule. Not showing up for a scheduled shift becauseschedule. Not showing up for a scheduled shift because
you didn’t know you were working is not a valid excuse.you didn’t know you were working is not a valid excuse.
You can check you schedule online (user name: Staff ;You can check you schedule online (user name: Staff ;
password: Schedule), the schedule is emailed out, or youpassword: Schedule), the schedule is emailed out, or you
can call the Guest Services desk at 559-347-3361 or thecan call the Guest Services desk at 559-347-3361 or the
Patron Services Manager at 559-347-3411.Patron Services Manager at 559-347-3411.

• Gratuities/Tips-Gratuities/Tips- The solicitation and/orThe solicitation and/or
acceptance of gratuities or tips, in any formacceptance of gratuities or tips, in any form
(money, favors, gifts), by any employee, is(money, favors, gifts), by any employee, is
prohibited and the employee is subject toprohibited and the employee is subject to
termination. Our guests have already paidtermination. Our guests have already paid
for their admission, and have a right tofor their admission, and have a right to
expect courteous and respectful service.expect courteous and respectful service.

• Lost and Found-Lost and Found- Turn all items into GuestTurn all items into Guest
Services as quickly as possible. Include theServices as quickly as possible. Include the
location where the item was found if possible.location where the item was found if possible.
• Lost guests-Lost guests- Guest Services is the rendezvousGuest Services is the rendezvous
point for all lost guests.point for all lost guests.
• Seating guests-Seating guests- Know your section. What isKnow your section. What is
the first row/last row; what side is seat 1 on?the first row/last row; what side is seat 1 on?
• Smoking Area-Smoking Area- The smoking area is locatedThe smoking area is located
outside near the SE door, behind the clock tower.outside near the SE door, behind the clock tower.

Do’s and Dont’sDo’s and Dont’s
• Do not trade posts with another employee on your own.Do not trade posts with another employee on your own.
• Floor tickets can go down any aisle that leads to the floor.Floor tickets can go down any aisle that leads to the floor.
• Breaks should not be taken in a public area.Breaks should not be taken in a public area.
• You cannot leave the property on a 10 minute break.You cannot leave the property on a 10 minute break.
• Do not leave your postDo not leave your post unless it is an emergency, youunless it is an emergency, you
need to use the restroom, or you are escorting a guest toneed to use the restroom, or you are escorting a guest to
Guest Services.Guest Services.
• Do not disappear after briefing.Do not disappear after briefing.
• We do not use undercover officers in the building. OurWe do not use undercover officers in the building. Our
alcohol monitoring teams from CSC wear all black.alcohol monitoring teams from CSC wear all black.

Do’s and Dont’s Cont.Do’s and Dont’s Cont.
• Do not take polo shirts home.Do not take polo shirts home.
• Employees are not allowed to take breaks on the floor or toEmployees are not allowed to take breaks on the floor or to
take photos of the show during a break.take photos of the show during a break.
• Please keep me posted on all changes to your availabilityPlease keep me posted on all changes to your availability
or any problems you are having that may affect work.or any problems you are having that may affect work.
• Do not be afraid or embarrassed to ask for help.Do not be afraid or embarrassed to ask for help. MyselfMyself
and/or any supervisor would be happy to help you.and/or any supervisor would be happy to help you.
• Walk quickly to and from your break. Taking a long timeWalk quickly to and from your break. Taking a long time
could cause another employee to miss a break.could cause another employee to miss a break.
• Always come prepared for work- this includes a positiveAlways come prepared for work- this includes a positive
attitude.attitude.

• Know the building.Know the building.
• Know where all the accessible seating is located and howKnow where all the accessible seating is located and how
to direct guests to these locations.to direct guests to these locations.
• The elevator is not a punishment, but if you areThe elevator is not a punishment, but if you are
claustrophobic, please let me know in advance.claustrophobic, please let me know in advance.
• Do not sit on the stool while guests are in the elevator.Do not sit on the stool while guests are in the elevator.
• Stay in your elevator until relieved by a supervisor. NeverStay in your elevator until relieved by a supervisor. Never
leave your elevator unattended unless it is an emergency.leave your elevator unattended unless it is an emergency.
• Do not stand on the upper level and hang over the railingDo not stand on the upper level and hang over the railing
looking at guests below.looking at guests below.
• Do not walk guests all the way to their seats.Do not walk guests all the way to their seats.

• Always greet guests as if they were guests in your home.Always greet guests as if they were guests in your home.
• Do not cover your name tag.Do not cover your name tag.
• Always bring your flashlight-Always bring your flashlight- even during daytimeeven during daytime
events.events.
• Use the map on the back of your briefing sheet.Use the map on the back of your briefing sheet.
• Be friendly and smile!Be friendly and smile!

Open DiscussionOpen Discussion
• QuestionsQuestions
• CommentsComments
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