2013 Frisco RoughRiders. Game Day Staff Manual

Transcription

1 2013 Frisco RoughRiders Game Day Staff Manual

2 Table of Contents Mandalay Properties... 1 Mandalay Entertainment... 1 Mandalay Baseball Teams... 2 Who Are the RoughRiders... 3 RoughRiders 2013 Season Preview... 5 RoughRiders Definition of Quality Service... 6 RoughRiders Code of Conduct... 7 Safety... 7 Courtesy... 9 Presentation Game Day Staff Policies Game Day Staff Position Descriptions Parking Attendants Ticket Takers Ballpark Watch Ushers Patio Attendants Riders Pool Zone Attendants Founders Attendants Teddy Express & Riders Grab N Go Attendants Guest Services Grounds Crew Bat Boys Game Day Staff Benefits Dr Pepper Ballpark Facts RoughRiders Ticket Plans & Group Areas Dr Pepper Ballpark Parking Map Dr Pepper Ballpark Policies Frisco RoughRiders Corporate Partners Subcontractors: PSC & ISS PSC ISS RoughRiders Foundation Events Texas League Teams Frisco RoughRiders Schedule Commitment to Unsurpassed Customer Service... 40

3 Mandalay Entertainment Mandalay Baseball Properties Mandalay Baseball s core business is to own and operate Minor League Baseball franchises throughout the United States. An organization unique to minor league sports, Mandalay Baseball s executive team possesses an incomparable depth and breadth of entertainment, financial, and sports expertise. Its acquisition and venue development strategy, business model, and operating and management philosophy are unlike that of any other in minor league sports. At the local level, a dynamic executive who hires and trains year-round sales, marketing, and customer service staff leads each of Mandalay Baseball s franchises. Its business goal in each market is to provide affordable family entertainment with unsurpassed amenities and customer service. Mandalay Baseball provides a superior entertainment product through state-of- concession the-art facilities, modern amenities, world-class customer service, offerings, music, promotions, and other family entertainment activities that complement its on-field product. Mandalay Baseball becomes highly visible and active in its local communities through direct interaction by its highly trained and professional year-round staff. In order to maximize attendance at each home game, it works with individuals, groups, and companies to tailor ticket packages that best meet their needs. These ticket packages include Full Season (70 games), Half Season (35 games), and Mini Plans (17 games). In addition, each Mandalay Baseball team s staff works closely with a small group of local companies to create and package sponsorshipp inventory that provides exclusivity and unique value for those companies. Each sponsorship package is carefully tailored to meet the sponsor s specific needs and each major sponsor receives an extensive review and audit at the conclusion of each season detailing all of the activities and exposure generated by its sponsorship. Mandalay Baseball s business model, its franchise acquisition and development strategy and its saless and marketing programs have proven to be the most successful and highly regarded in Minor League Baseball. Executives Art Matin: Chief Executive Officer Larry Freedman: President Robert Murphy: Chief Operating Officer James R. Bailey: Chief Financial Officer Gary Mayse: Executive Vice President, Facility Operations John E. Deeter: Vice President, Finance Eric Deutsch: Executive Vice President, Administration 1

4 Mandalay Baseball Teams Frisco RoughRiders Double-A affiliate of the Texas Rangers Dayton Dragons Single-A affiliate of the Cincinnati Reds Erie Seawolves Double-A affiliate of the Detroit Tigers Oklahoma City RedHawks Triple-A affiliate of the Houston Astros Teams Operated by Mandalay Baseball Properties Scranton/Wilkes-Barre RailRiders Triple-A affiliate of the New York Yankees 2

5 Who Are the RoughRiders? Double-A Affiliate of the Texas Rangers The RoughRiders opened Dr Pepper Ballpark in 2003 to national recognition, including being named the Best New Ballpark in America by baseballparks.com. The ballpark has been updated each year with new dining options, unique group hospitality areas and on-field entertainment. The Riders were Eastern Division Texas League Champions in 2003 & 2004, and Texas League Champions in In 2007, the RoughRiders were recognized by Baseball America as Organization of the Year. In 2008, and 2012 the Riders were the Southern Division Texas League Champions. The Legend of the RoughRider We drew a great many RoughRider recruits from Texas for many of them had served in that famous body of frontier fighters, the Texas Rangers. They were accustomed to encountering all kinds of danger. -Teddy Roosevelt, 1899 "The Rough Riders" was the name bestowed by the American press on the 1st U.S. Volunteer Cavalry Regiment during the Spanish American War, headed by future American President Theodore Roosevelt. The team was named after a historical division in order to comply with the tradition of the major league affiliate, the Texas Rangers, who were aptly named after the Texas Ranger Division. RoughRiders games are about families, families and families The days of the die-hard baseball fan coming to 70 games a season might be history, but the days of family entertainment are alive and well. At Dr Pepper Ballpark, we think of a baseball game as a nine-inning entertainment experience. From on-field skits thatt trail only walk-off home runs when it comes to the roar of the crowd, to state-of-the-art video and music vignettes, Riders games appeal to everybody from the die-hard to the casual fan who just loves a good night out. Limited number of sponsorss A typical minor league baseball team will have an unlimited number of sponsors and no exclusives. That s why you ll see game programs loaded with advertisers. You ll seee 80+ advertisers on the outfield fence. Even between-inning events are often created not because of the entertainment value for the fans, but to add another sponsor. It s like more sponsors are not enough. A typical minor league baseball team will have up to 300 sponsors. A major league team will have The result is no identity for any sponsor. 3

6 The RoughRiders are doing it a different way. By limiting the number of sponsors and by providing certain exclusivities, we are creating a dominant identity for our sponsors. Team Typical 300 Frisco 35 # of sponsors Deuce (the mascot) This is no ordinary prairie dog As construction began at Dr Pepper Ballpark, something was stirring miles beneath the park. Residents in Collin County began noticing massive holes in their yards. Concessionaires reported massive amounts of cotton candy missing. We set a trap and found Deuce. Named after his ability to hit a mean curve ball (a curve ball is also referred to as a Deuce), we decided to keep him here at Dr Pepper Ballpark. Deuce s cousin Daisy moved to Frisco last season. 4

7 RoughRiders 2013 Season Preview Baseball is just around the corner, and the 2013 season for the Frisco RoughRiders gets underway on April 2 with an exhibition game against the AAA affiliate of the Texas Rangers, the Round Rock Express. The Riders hit the road from April 4 9 to start the regular season and return to Dr Pepper Ballpark on April 11 for their home opener. Another exciting season is almost here and this preview will get fans ready for another summer of Frisco fun. Former Riders return to Frisco The RoughRiders will get the season underway with a visit from the AA AA Round Rock Express on April 2 nd. The Express are the AAA affiliate of the Texas Rangers, and the destination for players between Frisco and the Rangers. The Express finished the 2012 campaign with 69 wins and 75 losses. It is expected that the Express roster will feature several former Riders and will serve as a homecoming of sorts for those players. The Express will then begin their 2013 season at home against the Omaha Storm Chasers. Bue-Yeah! Former Rangers third baseman Steve Buechele is returning for his fourth season as manager of the RoughRiders. Buechele, affectionately known as Bue, led the RoughRiders to a record and a third-straight playoff berth in Frisco lost in the Texas League Championship Series to the Springfield Cardinals. Buechele also became the Riders winningest manager, passing Tim Ireland on April 16 th, Prospect-ive Riders 2012 treated Rider fans to a number of the top prospects in the Ranger system, namely Jurickson Profar, Mike Olt, and Leury Garcia will bring a new class of players to Frisco. Top prospects that will see time in Frisco include pitcher Roman Mendez and a possible return from Cody Buckel, a pitcher who went 5-5 with a 3.78 ERA for the Riders in The Rangers have not yet announced who will be assigned to Frisco for the 2013 season. At the Park or On the Couch This season, the Riders will feature an expanded television package, with 20 games airing locally on KTXD-TV. Six of the teams seven Texas League opponents will be televised, with action being called by the voice of the Riders, Alex Vispoli, and analysis from Jason Cole of LoneStarDugout.com, the go-to source for Rangers minor league information. On the radio, Vispoli will be joined by Nathan Barnett for the 2013 season. A native of the Dallas area, Barnett comes to the Riders with experience in both baseball and hockey. 5

8 RoughRiders Definition of Quality Service Deliver extraordinary customer service to every guest at Dr Pepper Ballpark. Every fan should be treated like they are a VIP. We want to exceed their expectations! From the moment they drive up in their car and are greeted by the Parking Attendant until they head for their car to go home and are told Hope to see you again soon they should feel like they are the most important guest. If a guest has a special request that can be fulfilled without demeaning our ballpark policies, then, by all means, try and make that happen. If you don t have direct authority to take care of it get in touch with your supervisor or some other person who may have the authority. We will accomplish extraordinary customer service by paying attention to the details! 6

9 RoughRiders Code of Conduct SAFETY COURTESY PRESENTATION SAFETY Emergency Services Health Emergency/Medical Problems: provided by the Frisco Fire Department. There is on-site Medical Service Contact your Supervisor. Your Supervisor will request MEDIC or SECURITY via the two-way radio. They can be reached on Channel 1. The Vice President of Operations and Director of Operations should also be contacted. The Supervisor will give the following information: o Location within the ballpark: Example: Section 107 Row 15 o State the nature of the problem. Example: Bee sting to child. Non-threatening injuries First Aid If a non-serious injury occurs, cuts, scrapes, band aid cases or ice packs, escort the injured party to the First Aid Office located next to the Ticket Office on the concourse behind home plate. Please notify a fellow employee that you will be leaving your post and have them cover your position while you are gone. First Aid materials are kept on-site in limited quantities. If you are not sure of the problem or injury, contact Command Center on Channel 1 and give them the location in the Ballpark in which to report. Please do not give medicine of any kind to a guest (e.g. Advil, Tylenol, etc.). The First Aid Office stocks typical first aid supplies as well as diapers, feminine hygiene products and bug sprays and ointments. Radio Transmission Protocol All calls are made to Channel 1 (Command Center) The Command Center will dispatch the call request to the proper area. The Command Center will log all transmissions and dispatches. The area supervisor responsible for the action will call the Command Center when the item is complete. 7

10 Foul Ball Patrol Please follow these instructions in case a foul ball or other object flies into the seating area hitting a guest. For every foul ball, the Usher for the section should report immediately to the guest s seat and check on the guest. Even if you saw the foul ball enter the seating area and didn t see it hit anyone please go down to that area and ask everyone if they are okay. If you determine no fans were injured please wave one hand to signal to the Usher Supervisor that all is okay. If you determine a guest has been hit, please notify your Usher Supervisor by waving two hands in the air. Please remain with the guest until the Usher Supervisor arrives. Based on the severity of the situation, it may be necessary for the Usher Supervisor to request MEDIC via the two-way radio. Contact the Command Center on Channel 1 and they will dispatch the Paramedics to your location. The Command Center should also notify the Vice President of Operations and the Director of Operations that the guest has requested a paramedic. The Supervisor will give the following information: o Location within the ballpark; Example: Section 121, Row 15, Seat 5 o State the nature of the problem. Example: Foul ball hit guest. Missing Person / Lost Child Obtain a description of the Person/Child: o Name o Gender, Male/Female o Age o Hair Color o Eye Color o Approximate Weight o What the child is wearing (color and type of clothing, especially the shoes). If you do not have a two-way radio, go to the nearest STAFF personnel with radio and contact the Command Center on Channel 1 of the Radio. For example: We have lost a 5 year old boy wearing a green shirt, yellow shorts and black canvas shoes. He has black hair and weighs about 40 pounds. If you find him, please contact Command Center on Channel 1. Take the parent to the Guest Services location behind home plate. If the parent does not want to go the Guest Services location, please remain with the parent until the child is located. 8

11 ALL RADIO STAFF The minute you hear Missing Child you will cease all radio chatter until the Lost Person/Child is found. Ballpark Watch staff at gates are to close the gates immediately and not allow anyone to enter/exit the ballpark. Ballpark Watch staff should explain ballpark policies regarding a missing child when a fan inquires as to why the gates are closed. Ticket Takers and Ushers will check their surrounding areas. Parking Supervisors and Attendants will check the concourse outside the stadium, parking lots, and plaza. Command Center will cancel the search when the child is found. Ballpark Watch can open gates and normal radio traffic can resume at this time. COURTESY Welcome Each guest should be greeted with a Welcome and a smile no matter where you work. Parking Attendants should say: Good Evening, Welcome to the Ballpark Ticket Takers should say: Welcome to Dr Pepper Ballpark Ushers should say: Enjoy the Game! Listen Each employee should be a listening post. If you overhear a conversation, don t be afraid to get involved. For example, I heard/overheard your conversation and would like to offer my assistance. Listen to questions our guests are asking Please refrain from making negative comments on team play or the organization. Exceed Guest s Expectations Treat each guest like a VIP Make resources available to all Treat fellow employees like guests 9

12 Seize those customer service opportunities: Spilled drinks (see pg 13) Duplicate seats. Thank you It is equally important to thank our guests as they leave. Please send our guests on their way home knowing how much we appreciate them. L. A. S. T. Concept Guests don't ask for much: Customers just want to be treated like guests in your home. Guests don't start out wanting to be difficult. If they are identified early on and properly handled from the beginning, chances are that you can turn things around. The best way to deal with unsatisfied guests is to practice L.A.S.T. Listen and let them vent Apologize for their trouble Solve their problem Thank them for their business Practicing L.A.S.T. is one way to ensure that we deliver extraordinary customer service to every guest at Dr Pepper Ballpark. L.A.S.T. will solve most problems. We are here to serve our guests and turn negatives into positives. Occasionally you ll run into a very difficult fan. Don t escalate things and never take anything personally. PRESENTATION Ballpark Cleanliness The cleanliness of Dr Pepper Ballpark will be an integral part of our guests total entertainment experience. DO YOUR PART! Pick up trash and throw it away now matter where you are. Never walk past trash on the ground. Notify your supervisor regarding maintenance and housekeeping issues as soon as you discover them. Restrooms - We all have a responsibility to check on these and make sure they are stocked and clean. If you discover a problem, please notify your supervisor as soon as possible. If it s an easy fix, then pitch in yourself. 10

13 Concessions It is also essential we all keep an eye on this area. If you walk by a concession stand and see a spill, please notify your supervisor. Food and Beverage Spillage Policy Occasionally a guest may spill a drink or food item on the way to their seats. It is our policy to immediately assist the guest and to replace their spilled item. The usher will take the remaining portion of the spilled item to the concession stand where it was purchased and request the concession stand personnel to replace the item. (Ensure that the item is replaced with a new item and that the spilled item is not refilled.) Then, deliver the new item to the fan. In-game Trash Pickup Ushers provide unsurpassed customer service by collecting trash in their assigned section this does not have to take place at specified times, but if you notice trash accumulating under the feet of guests please offer to dispose of it for them. Personal Appearance It is expected that each employee will report to work on time and properly groomed. On time means you clock in at your designated time in full uniform. Properly groomed means having good hygiene, being clean, tidy, neat, and dressed in the uniform specified by this manual or Scott Arnold, Director of Operations. You represent the RoughRiders brand and it important to represent that brand in a professional manner. Uniform Policy Please wear your uniform only when you are at Dr Pepper Ballpark and scheduled to work. Your conduct while in your uniform reflects on all of us! Uniform Jersey Uniform shirts are provided to all Frisco RoughRiders Game Day Staff members. You will have the option to purchase an extra shirt. When you arrive for work, your uniform should be clean, pressed and well kept. The Uniform Jersey should be tucked into your pants/shorts at all times. Uniform Shorts/Pants As a member of the Frisco RoughRiders Game Day Staff, you must provide your own pants or shorts. The appropriate color is black. A black belt must be worn at all times. Pants or shorts must be worn at the waistline. Fit and length must be appropriate. Shorts: may be no longer than your knee and no shorter than 3 inches above the knee. Pants: must be properly hemmed and worn at the waist. 11

14 Jackets In inclement weather please wear a solid color black jacket. Timecards It is your responsibility to keep track of your timecard and bring it with you to scan in and out every game. If you lose your timecard, it can be replaced for a fee of $5. Nametag/ID Badge Your nametag/id badge should be worn and visible at all times when you are working at Dr Pepper Ballpark. Shoes You are required to provide a basic, low cut athletic shoe, white in color. Your shoes are a part of your uniform and must be clean and well maintained. You will be required to wear socks. You may wear either ankle socks or tennis socks. Grooming Standards Hair should be neat, clean, natural in color and well groomed. Facial Hair, beards and goatees should be neatly groomed and trimmed. Jewelry should be kept to a minimum. Visible body piercing, including nose, lips, tongue or eyebrow piercing is not acceptable and cannot be worn while in uniform. No earrings on men. 12

15 Game Day Staff Policies Staff Schedules Staff schedule request calendars will be ed out (and available in the Check-In office) one month in advance. Completed schedule request forms should be turned in to Scott Fults by the assigned deadline. Schedule requests will be compiled and a final schedule will be sent out at least 2 weeks in advance of the work date. Please notify Scott immediately if you notice a date that you are scheduled that you can not work. If your game duties have been completed and you have been released for the night by your supervisor, you may watch the game from the standing room only area behind the grass berm areaa in right or left field. Employees who choose to watch must not be in uniform. Check-In Times Parking Attendants arrive 2.5 hours prior to the start of the game. Founder s Staff arrive 2 hours prior to the start of the game. All other staff arrives 1.5 hours prior to the start of the game. Attendance All staff members are expected to be present for their scheduled assignments. Punctuality is required and if you are going to be late or absent, you must notify Scott Fults or Scott Arnold prior to the game. Scott Fults can be reached at , or through at sfults@ridersbaseball.com. Scott Arnold can be reached at (office), or through at sarnold@ridersbaseball.com. Absenteeism In order to properly serve our guests, absenteeism will not be tolerated. If you know that you will be unable to make your scheduled assignment, it is very important that you notify Scott Fults or Scott Arnold immediately. Failure to notify prior to your scheduled shift could result in dismissal. You must notify Scott Fults that you cannot work a scheduled game one week prior to that scheduled game. We realize emergencies arise, so if it is an emergency please contact Scott Fults or Scott Arnold as soon as possible. We have a 3 Strikes Policy. If you fail to notify 3 times that you are not able to work a game within the allotted one week time period, then your services will no longer be needed. Employee Entrance & Parking The employee entrance is located in right field at the loading dock. The time clock and lockers are located there. Employee Parking is provided on the 4 th & 5 th level of the Parking Garage (Lot E). You will be given a parking pass for the (Lot E). 13

16 Lockers Lockers are available at a first come, first serve basis for employees. You must provide your own lock to store items during your shift. Please take all items with you at the end of your shift. The Frisco RoughRiders are not responsible for any items lost or stolen while being stored in the lockers. Cell Phones Cell phones must be used only during breaks. If it is an emergency please notify your supervisor that you need to go on break. The only exception to this is supervisors who may need to contact RoughRiders personnel via cell phone. Break Time You will receive one 20 minute break during a game. During break you must to go to the First Aid Room. Do not sit in the seating areas, or stand around on the concourse while you are on break. No branded food items are allowed in the ballpark, so please put your meal in a non-branded container. All outside drinks must be in a non-branded sports bottle. Tips Occasionally you may be offered a tip from a customer. You may accept a tip if it is offered to you, but under NO circumstances should you solicit a tip. Soliciting of tips will result in immediate dismissal. There is also a difference in a tip and a bribe. Under NO circumstance should you accept money in exchange for a closer parking spot, entrance into a special area, a better seat, etc. Paychecks/Payroll Pay checks are issued on the 15 th and end of each month. They are a pay period behind, so a paycheck you receive on the 15 th will actually be for the hours worked during the 16 th the end of the previous month. Paychecks can be picked up at the Ticket Office the day they are issued, or if there is a game they may also be picked up after the game in the check-in office. If paychecks are not picked up they will be mailed. Please make sure to have your ID if you are picking up your paycheck. Paychecks must be picked up by the person the check is issued to unless prior arrangements have been made through Scott Arnold. Media Notes It is important to remember that as a member of the Frisco RoughRiders Game Day Staff, you should not directly answer any questions that may be asked of you by the media. The Media should always be directed to: Alex Vispoli, Broadcaster/Media Relations, avispoli@ridersbaseball.com. 14

17 Game Day Staff Position Descriptions Parking Attendants: Frisco RoughRiders Parking Attendants are the front line employees of our Game Day Staff Customer Service Team. Parking Attendants are the first to greet our customers. Welcome to Dr Pepper Ballpark or a similar greeting should be made to every customer. You set the stage for the evening. Parking attendants will be working at each of our designated lots. Parking attendants are expected to check each automobile s parking pass to make sure that they are entitled to park in a reserved parking space and tear the parking stub on each parking pass to account for the car. In lots where there is a $10 charge, parking attendants are asked to process the transaction and make change as needed. At each transaction, the parking attendant will give the customer a ticket after the exchange of $10 has occurred. Each parking attendant is responsible for his or her till. Make sure to inform each customer that they must display this ticket in their windshield to prevent their car from being towed. Parking attendants will need to set up and tear down any parking equipment that we have on the lots and will be expected to monitor the lots to make sure to maintain a safe area. Parking attendants must familiarize themselves with all customer service operations so that they may guide our customers to their particular need such as; restrooms, concessions, first-aid, telephones, security, fan assistance, and especially ballpark policies, so they can help inform customers prior to them reaching the gate. Parking attendants should keep the parking areas clean and help pick up any trash when you first arrive to your parking area. Parking Supervisor: The Parking Supervisor is responsible for the parking attendants assigned in his or her parking lots. Parking Supervisors are to oversee and assist in the direction of parking traffic. At the end of each shift, the Parking Supervisor is responsible to collect all money received in transactions and deliver it to the specified location. The Parking Supervisor is in constant communication with the Game Day Staff Supervisor, Operations Staff, Ballpark Watch, and Command Center maintained throughh two-way radio communication. This communication is available in the event of an emergency or security need. Parking Supervisors must familiarize themselves with all customer service operations so that they may guide our customers to their particular need such 15

18 as; restrooms, concessions, first-aid, telephones, security, fan assistance, etc. Especially Ballpark policies, so they can help inform customers prior to them reaching the gate. Ticket-Takers: The Ticket Takers are the second interaction a fan has, and thus should welcome the fans with enthusiasm. The first responsibility of the ticket-taker is to check the customer s ticket for the proper game number and date. Only tickets with the proper game number and date may be accepted. After the proper ticket has been accepted, the ticket-taker must scan the barcode on the ticket. The ticket scanner will display a message of Go or Stop. If the message is Go please allow the guest to enter the ballpark. If the ticket scanner displays Stop please direct the guest to a salesperson at the gate who will then escort them to the Ticket Office located on the South Side of the ballpark. The ticket office will be able to determine why the Stop message was given. It is the responsibility of the ticket-taker to give the initial direction to the customer s seat location. The ticket-takers must familiarize themselves with the seating layout of Dr Pepper Ballpark so that they may direct the customer either to the right or left after they have given the customer the larger portion of the ticket. Also, know where the restrooms are. Ticket Takers also need to keep their work areas clean, and pick up any trash that is in their area. Ticket-Taker Supervisor: The Ticket-Taker Supervisor is responsible for all the Ticket-Takers in Dr Pepper Ballpark. The supervisor will oversee and assist in the ticket scanning and entrance of customers per Frisco RoughRiders Ballpark Policies. The Ticket Taker Supervisor is in constant communication with the Ticket Office, Game Day Staff Supervisor, Operations Staff, Ballpark Watch, and Command Center maintained through two-way radio communication. This communication is available in the event of a security problem, medical emergency, maintenance or housekeeping need. Ticket-Taker Supervisors must familiarize themselves with all customer service operations so that they may guide our customers to their particular need such as; restrooms, concessions, first-aid, telephones, security, fan assistance, etc., especially Ballpark policies, to ensure proper communication of procedures to customers. Ballpark Watch: Ballpark Watch are the security personnel for Dr Pepper Ballpark. 16

19 Ballpark Watch stationed at gates are responsible for doing random bag checks and making sure all items entering the ballpark are allowed. If items are prohibited they are required to instruct the fan to return them to their car, or confiscate them. Note: Baby foods, special diets and unopened Deja Blue water or other unopened water bottles with no label are permitted. Ballpark Watch are also responsible for monitoring the activity in their area and making sure fans are complying with Dr Pepper Ballpark policies. Ballpark Watch are also responsible for periodically checking bathrooms for both security and cleanliness. Ballpark Watch are the last personnel to leave the ballpark. They will remain at the gates until Command has contacted them shut and lock the gate. Ballpark Watch is in constant communication with the Game Day Staff Supervisor, Operations Staff, and Command Center maintained through twoway radio communication. This communication is available in the event of a security problem, medical emergency, maintenance or housekeeping need. Ballpark Watch must familiarize themselves with all customer service operations so that they may guide our customers to their particular need such as; restrooms, concessions, first-aid, telephones, security, fan assistance, etc., especially Ballpark policies, to ensure proper communication of procedures to customers. Ushers: Ushers are very valuable members of our Game Day Customer Service Team. Our customers will develop an impression of how customer friendly we are by the way they are treated by our ushers. It is the responsibility of the usher to develop a friendly relationship with the customers in his or her assigned section. Ushers will hand out PlayBall programs between the first three half innings. Our ushers are responsible for wiping down every seat in his or her assigned section before the gates open. Ushers should check the location on the customer s ticket at the entrance to the section and then escort the customers to their seats or direct them to another section. Enjoy the game or a similar expression should be expressed to every customer after they have been escorted to their seat. 17

20 During the game Ushers must walk down to the bottom of their section and face towards the seats during each inning break. This helps remind people that you are watching, and allows you to see the faces of the fans sitting in your section. Dr Pepper Ballpark ushers provide unsurpassed customer service by collecting trash in their assigned section when they notice the trash accumulating, or when they see an opportunity to assist a guest. Ushers must make note of their supervisors location in order to report problems that deal with security, medical emergency, maintenance, or housekeeping. The usher is to notify the supervisor as soon as possible so the situation can be dealt with by properly trained personnel for that particular occurrence. Ushers must familiarize themselves with all customer service operations so that they may guide our customers to their particular need such as; restrooms, concessions, first-aid, telephones, security, fan assistance, etc. If we relocate anyone to other seats, for any reason, we must first reissue the tickets at the Ticket Office so that we always know the correct seat inventory. If the move is based on a customer request, we should only move to a similar priced section. For example, if someone from Section 121 requests a move to another section because of the sun, we should only relocate them to seats in Sections 104, 105 or 106. We will not move them to Section 113 or 114, even if seating is available, without the customer paying the difference in price. All seat relocations are subject to availability. Pass the Boot Every time a RoughRiders player hits a Home Run, each usher will pass through their section Passing the Boot for donations. Pass the Boot is a Texas League tradition of collecting donations. The donations are split 3-ways. 25% goes to the player who hit the Home Run, 25% goes to the remaining team members and 50% goes to the RoughRiders Foundation. Usher Supervisor: The Usher Supervisor is responsible for the ushers assigned in his or her quadrant of Dr Pepper Ballpark. Usher Supervisors are to oversee and assist in the maintenance of each section, and approve the appearance of each section per Frisco RoughRiders Customer Service guidelines. Authorize and schedule staff breaks to ensure everyone has the opportunity to take a break. The Usher Supervisor is in constant communication with the Game Day Staff Supervisor, Operations Staff, Ballpark Watch, and Command Center maintained through two-way radio communication. This communication is 18

21 available in the event of a security problem, medical emergency, maintenance or housekeeping need. Usher Supervisors must familiarize themselves with all customer service operations so that they may guide our customers to their particular need such as restrooms, concessions, first-aid, telephones, security, fan assistance, etc. Patio Attendants (Dr Pepper) Patio Attendants will greet customers as they arrive, and verify their tickets grant them access to the specified patio. Initiate the Pass the Boot tradition on the patio if a RoughRiders player hits a homerun (see Usher for more details). Patio Attendants must familiarize themselves with all customer service operations so that they may guide our customers to their particular need such as; restrooms, concessions, first-aid, telephones, security, fan assistance, etc. Also need to keep your area clean. Kroger Pool Zone Attendant Pool Attendants will greet customers as they arrive, and verify their tickets grant them access to the specified area. Ensure there are only up to 25 guests in the pool area at all times. Prior to guest entering the pool make sure they have a completed waiver. Once you have received the completed waiver place a wristband on their wrist. The wristband will act as their ticket in and out of the pool area during the game. At the end of the game, turn in the waivers and un-used wristbands to the check-in office. Initiate the Pass the Boot tradition at the pool if a RoughRiders player hits a homerun (see Usher for more details). Pool Attendant must familiarize themselves with all customer service operations so that they may guide our customers to their particular need such as restrooms, concessions, first-aid, telephones, security, fan assistance, etc. Help keep your area clean. Founder s Attendants Founder s Attendants may be a Ticket-Taker, PlayBall Attendant or Ballpark Watch that is located at a Founder s Area. The Founder s Gate, Founder s Express (beverage line), jcp club, and InTouch Grille are all Founder s Locations. 19

22 At each Founder s Restaurant the following process takes place: Greet Customers as they arrive Review then stub ticket from each guest to ensure they have Founder s access Place wristband on each guest with a ticket Some guests will have wristband tickets which do not need to be scanned but please check the date. Remind guest to keep wristband on because the wristband will grant them access into all of the Founder s Areas You will then determine how many wristbands you have left ideally the number of wristbands used and the number of ticket stubs will equal Turn in and report these numbers to your Founder s Supervisor Founder s Attendants must familiarize themselves with all customer service operations so that they may guide our customers to their particular need such as; restrooms, concessions, first-aid, telephones, security, fan assistance, etc. paying special attention to Founder s area policies to ensure proper information is passed along to the customer. Teddy Express & Riders Grab N Go Attendant At the Teddy Express and Riders Grab N Go the following process takes place: Greet Customers as they arrive Obtain ticket from each guest and tear stub make sure to keep stubs for end of the night reconciliation Stamp the hand of the guest to grant them re-entry into the Teddy Express or Riders Grab N Go Teddy ticket holders may enter Teddy Express or any Riders Grab N Go location Grab N Go ticket holders only have access to Grab N Go locations Remind guest they can only take one food item and one beverage per person at a time, but they can come back as many times as they would like. At the end of the game you will need to scan in every ticket stub with a scanner. You will then count your ticket stubs (those that scanned and those that did not) Turn in and report these numbers to the Teddy Express Supervisor Help keep the area clean. Teddy Express Attendants must familiarize themselves with all customer service operations so that they may guide our customers to their particular 20

23 need such as; restrooms, concessions, first-aid, telephones, security, fan assistance, etc. paying special attention to Teddy Section ticket policies to ensure proper information is passed along to the customer. Guest Services: Guest Services staff will provide many important services to our guests, including the following: Staffing the Guest Services booth on the concourse behind home plate. The Guest Services booth is the main information center for answering fan questions. Helping fans that need wheelchair assistance. Handing-out giveaways that fans win during the game, and helping with promotions. Grounds Crew: The Grounds Crew will assist the Heads Groundskeeper with pre and post game duties. The job entails physical labor and responsibilities include dragging the infield, repairing the mound and plate, bullpens, pulling the tarp during rain delays, and other duties. These persons should also be able to sustain heavy lifting (carrying at least 80 lbs.) Grounds Crew must familiarize themselves with all customer service operations so that they may guide our customers to their particular need such as; restrooms, concessions, first-aid, telephones, security, fan assistance, etc. Grounds Crew will be dressed in uniform and may occasionally assist ingame entertainment. Bat Boys: Bat Boys are responsible for a variety of miscellaneous duties: Assist the Clubhouse Manager with the organization of equipment prior to the game. Take water and cups to dugouts and bullpens. Take towels to dressing room area. Deliver game balls to umpires. Shag BP balls during batting practice. Retrieve baseballs and bats during the game. 21

24 Game Day Staff Benefits Meal Vouchers Working at Dr Pepper Ballpark is a very rewarding experience. We realize that the time you report to the ballpark each day may interfere with your normal meal time. As a result you will the opportunity to purchase a meal voucher for $2.50 in the check-in office. This meal voucher is good at any concession stand and will allow you $5 worth of food plus a free employee soda. You are able to purchase 2 meal vouchers for each game you work. You must redeem the vouchers while in uniform. They must not be given to others. Game Day Staff Point Redemption System How to earn points Points are earned on a per game worked basis Each game worked is worth a predetermined number of points, as indicated on the schedule request form. For example, Friday and Saturday games are worth 3 points each, Thursday games are worth 2 points, and Sunday throughh Wednesday games are worth 1 point Some games may be worth more points than normal, such as July 4 th or day games How to redeem points Points may be redeemed for a variety of ticket options during the 2013 season Redeem 20 points for 4 tickets to any Sunday-Thursday Riders game Redeem 25 points for 2 Teddy tickets to any Sunday-Thursday Riders game Redeem 35 points for 2 Founders tickets or 4 Teddy tickets to any Sunday-Thursday Riders game Riders Store Discounts Employees will be able to purchase items from the Riders Store at a 25% discount. Employees may purchase items before the gates are open or after the game. 22

25 Dr Pepper Ballpark Facts We broke ground in 2001 and opened in 2003 David Schwarz designed the ballpark Schwarz also designed Rangers Ballpark in Arlingtonn and the American Airlines Center in Dallas. The Ballpark has 8,,000 fixed seats with a capacity of 10,500 guests. We have 23 suites located on the 2 nd & 3 rd levels. The Batting Cage is above ground and positioned to the outside fence so that even spectators outside of the ballpark can see the players warming up in the batting cage. Bullpens are built in the seating area. Dr Pepper Ballpark is the first ballpark to incorporate bullpens directly in the seating area. The LED Outfield Wall is 7 ft tall and 240 feet long. Dr Pepper Ballpark was the first in the country to have these in a ballpark. Grass: TifSport Bermuda grass. The grass was grown in San Antonio by Turf Grass America. Consisting of approximately 2.5 acres, the field has 99,500 square feet of grass, 20,700 square feet of warning track and 11,900 square feet of infield clay. The field is sand-based consisting of 6 inches of pea gravel, 10.5 inches of sand and the sod is 1.5 inches thick. Field will drain 10 inches of water an hour. 81 pop-up sprinklerr heads are located throughout the ballpark field. We wanted to bring back the old feel of baseball, so we wanted to ensure the fans had as much interaction with the players as possible. The park was designed so that the players would have to walk along the warning track to their dugout instead of having a tunnel that led them straight their dugout. Fans have an opportunity to meet and get autographs from their favorite RR players. 244 trees and 33,000 square feet of Bermuda grass can be found in the area surrounding the ballpark, creating a park within a park feel. 23

26 Dr Pepper Ballpark Seating Map 24

27 RoughRiders Tickets & Group Areas Founder s Tables Eight tables were installed in place of rows 11 and 12 in the sections directly behind home plate. Each table accomodates four people in custom swivel chairs that provide extra leg room and a social setting for these guests. These are the most expensive seatss in the ballpark with an average ticket price near $75. Customers have access to all Founder s amenities, VIP parking in Lot A or D and in-seat drink service. Field Seats First 2 Rows of seats behind home plate and the front row behind the home dug out. Include access to Founder s Areas and VIP parking in Lot A or D. Customers pay $50 per ticket here. Founder s Membership First 12 Rows behind home plate (located within the white railing). Ticket gets the customer access into 2 restaurants and Founder s Express behind home plate. They receive all they can eat food, soda, beer and wine at thesee locations until the end of the 7 th inning. Customers pay $40 per ticket here. jcp club This Founder s area is located on the 2 nd level facing the field over home plate. The restaurant only accepts reservations for the first three seatings. After those three seatings, it is open to the other Founder s members withoutt reservation. It features an upscale buffet with a full bar and air conditioning. InTouch Grille The InTouch Grille features ballpark style food and air conditioning. Located on the concourse level behind home plate this restaurant offers hot dogs, brats, burgers, chicken sandwiches, and nachos plus soft serve ice cream sundaes, beer, and wine. Triple Play Tavern (formerly Suites ) Located on the suite level, just above first base, this area is available as a private hospitality area for any Sunday through Thursday game and serves as an extension of the jcp club on Friday and Saturday nights. This is a first come, first served area that offers the same menu available in the jcp club with no reservation required. Founder s Express (formerly Founder s Beverage Line) Founder s Members can visit the Founder s Express for beer, wine, soda or water plus BBQ sandwiches, hot dogs, brats, nachos, popcorn, peanuts and soft serve ice cream. 25

28 Teddy Express Membership Any season ticket purchased outside of the Founder s railing can be upgraded to include access to the Teddy Express. These guests can enjoy unlimted hamburgers, hot dogs, chicken sandwiches, chips, soda, popcorn, and peanuts until 90 minutes after the scheduled start time. Non-Food Tickets Although most (up to 95% on some games) customers choose a ticket package that includes food from the Founder s restaurants or Teddy Express, there are hundreds of season ticket holders at every game that choose to buy food and drinks as they go. Many of these customers have been with us since the first season and they have many creative suggestions for our continuous improvement. Riders Grab N Go Seats are located on both the 1 st and 3 rd base sides of the ballpark. The Riders Grab N Go is a location where Grab N Go ticket holders can pick up their choice of hot dog, brat, or nachos and soda. The guest can only take one food item and beverage at a time, but they can make as many trips through Riders Grab N Go as they would like until 90 minutes after the scheduled first pitch. Grab N Go is located on the back path behind home plate. An auxillary area is open on most weekend games behind section 120 on the 1 st base side. Premium Group Seats Groups of 20 or more can buy seats in sections 104 to 123 and enjoy unlimited access to the Grab N Go plus a limited edition RoughRiders cap. Group Seats These are the seats located around the bullpens in sections and 121 to 126. These tickets are for groups purchasing 20 or more tickets. When a group purchases 20 or more of the seats each guest receives a voucher for a limited edition RoughRiders cap. An All-You-Can-Eat option is available for any game during the year that allows groups to have access to the Grab N Go. Grass Berm Berm tickets are available on a walk-up basis, and available at Kroger stores. Tickets are $7 a piece (the least expensive ticket in the ballpark) and if purchased at Kroger, the guest will also receive a limited edition RoughRiders hat and one hot dog from Kroger at the ballpark. Dr Pepper Patio & Heart Hospital Baylor Plano Five-Star Patio Located on the berm in Rightfield and Leftfield, these patios hold 40 guests each. The patios are rented out for each game by one group and include food and beverage. Each guest receives a limited edition RoughRiders cap. 26

29 The Kroger Pool Zone The pool is a unique area that was added for the 2006 season. The pool is rented out by one group for each game. The pool comes with 25 tickets and food and beverage. Each person in the pool area must sign a waiver before entering. Each guest receives a limited edition RoughRiders cap. Covered Wagons The Covered Wagons are an area for groups of 10 to 20. They are a shaded area located on the concourse level that include food from the Teddy Express, beverages from the Founder s Express and a cap. Party Decks There are 2 party decks located on the 2 nd level. The Carrier Cool Deck is located on the 1 st base side, and the other party deck is located on the 3 rd base side. These decks can seat 50 people and include food, beverage and a free RoughRiders cap. WinStar Diamond Deck The WinStar Diamond Deck is located just beyond the homerun wall in left field. This two-level hospitality area can accommodate up to 500 people from one group or as many as three groups of 100 or less. The area above the Home Bull Pen is also included as an extension of this popular hospitality area. Customers here receive unlimited BBQ, beer, wine and sodas for 2 hours plus a RoughRiders cap. Club Level Suites (2 nd Level) There are a total of 21 suites located on the 2 nd level. Each suite comes with 20 tickets. Some suites are purchased for the season and others are rented on a nightly basis. Executive Level Suites (3 rd level) There are 5 suites located on the 3 rd level behind home plate. Some suites are purchased for the season and others are rented on a nightly basis. These suites come with 24 tickets. The owner s suite is located on this level. Birthday Zone This is a private party area located in the McAfee Playground from the opening of the gates until the first pitch. It is reserved in advance through a ticket rep. Guardian Terrace The Guardian Terrace is located near the batting cage and is an area that groups can reserve in order to have a catered area. Plaza Parties The Plaza is a city park that is located between Dr Pepper Ballpark and the Embassy Suites. This area can be reserved by groups who wish to have a large catered area, or a carnival style atmosphere for their group. Typically used for groups of

30 Dr Pepper Ballpark Parking Map Parking Lots South Lots: North Lots: Lot A pass only Lot D VIP pass only Lot B pass only Lot E (Parking Garage) pass & cash 28

31 Dr Pepper Ballpark Policies What can I bring into the ballpark? The following items will not be permitted into Dr Pepper Ballpark: Pocket knives, laser pointers, lawn chairs, inflatable chairs, hard coolers, food, cans, bottles, plastic and boxed liquids, containers of any kind, signs and banners. While there are no outside food or drink allowed in Dr Pepper Ballpark, you may bring in a clear, unopened plastic water bottle or a Deja Blue unopened bottle of water. Please note that all personal belongings may be subject to inspection. Accessibility: Handicappedd and companion seating is located throughout the ballpark and available in all price categories. Alcohol Policies: Texas law provides that you must be 21 years of age to purchase and/or consume alcoholic beverages. Upon request, each guest may be asked to present valid identification at the time of purchase. The Frisco RoughRiders and Pro Sports Catering reserve the right to refuse service to any fan. Alcohol sales will cease with the final out of the 7 th nning. Cameras: Cameras and hand held video equipment are allowed into Dr Pepper Ballpark. Fans may not reproduce or rebroadcast any film or video tape shot at the stadium for any commercial use without written permission of the Frisco RoughRiders. Decorum: No alcohol or illegal drugs may be brought into Dr Pepper Ballpark. Fans observed breaking local laws are subject to ejection from the ballpark and criminal prosecution. Fans using loud, obscene, or abusive language or engaging in any other conduct detrimental to the social environment of enjoying a public event will be asked to cease their conduct, and may be subject to ejection from Dr Pepper Ballpark if the conduct is deemed as overly offensive. Examples of this type of conduct include intoxication, unruly behavior, use of profane or abusive language, inappropriate dress (shirts and shoes are required and offensive or suggestive attire is not permitted), violation of local, state or federal law, behavior deemed objectionablee by the Frisco RoughRiders staff, or any behavior that infringes upon other fans ability to enjoy the game. Food & Beverage: Fans are not allowed to enter Dr Pepper Ballpark with food, beverage or other containers such as baskets, coolers or ice chests. While there is no outside food and drink allowed in Dr Pepper Ballpark, you may bring in a clear, empty plastic water bottle to refill at a water fountain, or an unopened Deja Blue water bottle. Please note that all personal belongings may be subject to inspection. Gate Times: Gates Open: Founder s Gate will open one-and-a-half hours prior to game time. All other gates will open one hour prior to game time. Dr Pepper Ballpark closes thirty (30) minutes after the conclusion of the game. 29

32 Handicapped Parking: Dr Pepper Ballpark meets the American Disabilities Act (ADA) for required handicapped parking spaces. Handicapped parking is available in the public parking Lots A, B, D and E (Parking Garage). Parking: Season ticket parking is available in Lots A and B on the South side of the ballpark and in Lot E (Parking Garage) on the North side of the ballpark. Individual game parking is available in Lot B on the South side of the ballpark and Lot E (Parking Garage) on the North side of the ballpark. Pets: Service animals (i.e. guide dogs) are the only pets allowed into Dr Pepper Ballpark. Strollers: We welcome strollers for our younger fans. Please be sure the stroller will fold up and fit under a seat without interfering with the aisle. Tailgating: Pre-game tailgating is allowed in parking lots A and B. It is not allowed in the Parking Garage. The parking lots open 2 1/2 hours prior to game time. Umbrellas: Umbrellas are permitted. However, please be courteous and considerate when opening them in the seating areas. Dr Pepper Ballpark security has the right to confiscate umbrellas that are being used improperly. Weather Hotline: When inclement weather is a possibility on game days, we will make every attempt to keep you up to date with accurate, up-to-the-minute game information. The information will be available by calling (972) , or on our website at Ticket Information and Policies Additional Tickets: Season ticket holders can purchase additional single game tickets using their exclusive Ticket Hotline at The Ticket Hotline will connect you directly to the Box Office to handle your request Change of Address: We want to make sure we have your current information. Let us know any time you have an address, phone, or fax change. Please make all changes to your account in writing and fax to Attn: Box Office. If your tickets are in your company name, please send your request on company letterhead. Or, use My Riders Account on the Riders web site. Tickets: In case of last minute changes in plans, season ticket holders have the option to tickets to clients or friends through our website. Group Tickets: Let us help you create a group outing for your family, friends, church, school or sports organizations. We have options for groups of 20 or more, but seating is limited. Call Group Sales at to schedule your group outing. 30

33 Guaranteed Premium Items: Gift Redemption Coupons for season ticket holders are located in your season ticket booklets. Please refer to coupon for instructions on how to redeem them. Handicapped Seating: Dr Pepper Ballpark meets the Americans with Disabilities Act (ADA) for required handicapped seating. If you need handicapped seating, please advise your account representative. Lost or Stolen Tickets: Please treat your tickets like cash and always keep them in a safe place. The Frisco RoughRiders cannot be responsible for lost or stolen tickets. In the event your tickets are stolen, please file a police report. Send us a copy of the report and we ll issue replacement tickets. Online Renewal: Each season you have the option to renew your tickets online using you personal account identification number. Rained Out Games: The Frisco RoughRiders will make every reasonable attempt to complete each and every home game. However, in the event of a rainout where five (5) innings have not been completed (4 1/2 if the home team is leading), there are two (2) options for the rainout game: 1.) If the game is rescheduled as a stand-alone game or as part of a doubleheader, then your ticket is good for the date of the rescheduling, or the rescheduled game of the doubleheader. 2.) If the game is not made up, your ticket can be exchanged for a ticket of equal or lesser value to another RoughRiders game. All ticket exchanges are subject to availability. Resale of Tickets: Tickets may not be resold or offered for resale in a manner or at a price in violation of any Federal, State or local law or regulation and cannot be resold at Dr Pepper Ballpark. The Grass Berm: The Grass Berm is the grass area beyond the outfield fences. General Admission seating is available in this area for all games. Blankets and back supports are welcome lawn chairs or inflatable chairs are not permitted. Ticket Exchanges: Season ticket holders may exchange unused tickets for tickets of equal or lesser value to any future regular season game, subject to availability, and based on the number of tickets in your ticket plan. The unused tickets may be from past or future games. Ticket Policy for Children: Any fan two (2) years or younger and sitting on a lap does not need a ticket. Will Call Window: The Will Call window is located at the Box Office in the Home Plate Building and will open 90 minutes prior to the start of the game. Will Call will remain open until the start of the 7th inning. 31

34 Inside Dr Pepper Ballpark InTouch Credit Union ATM: The InTouch Credit Union (ATM) machine is located in the Home Plate building next to the ticket office. Autographs: Player autographs will be available inside the main gates behind the Home Plate Building and at the leftfield entrance (near the WinStar Diamond Deck), prior to the start of most games (ending 30 minutes prior to game time), and also in the RoughRiders team store after each Friday game. Courtesy Phones: A courtesy phone for guests is located at Guest Services on the Concourse Level near the Home Plate building. Elevators: There are two elevators located next to the InTouch Grille which allow access to the jcp club, Entertainment Suites, Party Decks and press levels. Entrance Gates: Entrance gates are located behind Home Plate, Leftfield and Centerfield. At the end of the game or in case of emergency, gates will also be opened on the 1st base and 3rd base side of the ballpark. Gates will be opened one hour prior to the scheduled game time. An entrance gate is open one hour and 30 minutes prior to each game for Suite and Founder s members. The gate is located on the first base side. Family Restrooms: Family Restrooms are located in Pavilion B, Pavilion D, Pavilion F, Pavilion H and Suite Level at the Home Plate building. First Aid: If you are in need of medical assistance, please contact the nearest RoughRiders employee, or you can find assistance at the First Aid Office located next to the Box Office building behind Home Plate. Foul Balls: Please be alert of foul balls and other debris that may come into the seating area from the playing field. All fans are subject to the possibility of being hit by a flying object from the field. These objects are traveling at fast speeds and may be very dangerous. Please keep any foul ball you catch as a souvenir of your night at Dr Pepper Ballpark. Immediately report any injuries to the nearest RoughRiders staff member. Guest Services: Guest Services is located on the Concourse Level near the Home Plate building. Lost & Found: During the game any found items will be taken to Guest Services. To claim a lost article, visit Guest Services or call the RoughRiders at

35 Merchandise: The RoughRiders fan shop is located in the Mercantile Store near the Leftfield Entrance. Merchandise is also available on the RoughRiders web site at Peddling or Vending: The peddling or vending of merchandise or printed materials at Dr Pepper Ballpark or surrounding grounds is not allowed. The Frisco RoughRiders must grant written permission for these activities. PlayBall: This game program is available at all entry gates and features the starting pitchers, line-up, team statistics and a scorecard. Smoking: Smoking is NOT allowed anywhere inside Dr Pepper Ballpark per City of Frisco Ordinance. Re-entry: If you must leave Dr Pepper Ballpark during a game, re-entry is permitted. However, anyone leaving the ballpark intending to re-enter must have their ticket. The ticket must be scanned before exiting and re-entry the ballpark. Please contact your usher for directions to the designated re-entry gate. Trespassing on the Field: Anyone trespassing on the playing field will be ejected and subject to arrest and prosecution in accordance with local, city and county law. Where you can eat Concessions: The Concessionaire for the Dr Pepper Ballpark is Professional Sports Catering. Concessions are located in Pavilion C, Pavilion G and the Home Plate building, as well as portable stands throughout the ballpark. Visa, MasterCard, American Express, and Discover Check on this? credit cards can be used at the Concession Stands (Pavilion C, Pavilion G and the Home Plate building). Credit Cards: Visa, MasterCard, American Express, Discover and Diners Club credit cards can be used at the Concession Stands (Pavilion C, Pavilion G and the Home Plate building), Riders Store and The Founder s Areas. The Founder s Areas: The Founder s Areas are private restaurants and bars located throughout the ballpark. You must have a Founder s ticket to enter these restaurants: The jcp club (2 nd level over looking the field behind home plate); The Triple Play Tavern (2 nd level directly above first base, only open on Friday and Saturday); InTouch Grille (concourse level behind home plate). Only two alcoholic beverage per person may leave the Founder s Areas this is a TABC (Texas Alcoholic Beverage Commission) rule. 33

36 Additional Useful Information Donations: Please see the donation policy under the Community News tab on the web site at Dugouts: The RoughRiders dugout is located on the 3rd base side of the field. The visiting team s dugout is located on the 1st base side of the field. Fan Mail: Letters to RoughRiders players or mascot should be addressed to the intended party and mailed to: Dr Pepper Ballpark, 7300 RoughRiders Trail, Frisco, TX Major League Affiliation: The Frisco RoughRiders are the Double-A,Texas League affiliate of the Texas Rangers. Playoffs: Divisional Playoffs shall be decided by a best of five (5) game series. The Texas League Championship Series shall be decided by a best of five (5) game series. Radio Broadcasts: RoughRiders home and away games are broadcast streaming on ridersbaseball.com and selecting Listen to Us Live. Speakers : We can send you a RoughRiders speaker, and it won t cost a thing. We want you to know all about us, our world-class stadium, and how Minor League Baseball is the ultimate Fun. To schedule a speaker your request to Alex Vispoli at avispoli@ridersbaseball.com. Please include the name of your organization, the date and time you are requesting, and who we should contact. Tours: Dr Pepper Ballpark tours are available Monday through Friday between the hours of 10:00 a.m. and 2:00 p.m. All tours must be scheduled at least two weeks in advance. Get your group of RoughRiders fans together and schedule your tour by contacting us at Web site: The official web site for the RoughRiders is: 34

37 Professional Sports Catering Professional Sports Catering is the only full service food and beverage company that focuses exclusively on minor league baseball. Professional Sports Catering was launched to serve the needs of minor league baseball clubs who choose not to run their own food business but want someone to do so that shares their core values: taking care of their customers, providing exciting and fresh food and beverage products and making a fair profit. For these reasons, PSC has become the fastest growing food service provider in sports. We take innovative ideas, and marry them with hard work and a customer-first approach. The results are a better fan experience, and a more profitable concession operation. Management Staff Ben Blankenship Kirk Hansen Gregg Kraly Jessica Morey Katherin Bowers Sr. Director of Food & Beverage Executive Chef Concessions/Warehouse Manager Concessions/AYCE Manager Catering Manager ISS Since 1978, Sanitors, Inc. has been providing janitorial, mechanical, landscape, and security services of the highest quality for commercial office buildings, schools and universities, historic properties, medical facilities, retail chains, stadiums, theaters, convention centers, and high-profile events such as golf and tennis tournaments. Management Staff David Hotwater: Antonio Morales: General Manager Marketing & District Manager 35

38 2013 RoughRiders Foundation Events Questions? Contact: or 5 th Annual Riders Classic The 2013 Riders Classic, presented by Tye Williams Financial Services, will take place on Monday, June 3 rd, at the Frisco Lakes Golf Club. Shotgun start is 8:00am. Foursomes are $500 and individuals are $150. All registrations include breakfast, lunch, gift bag and the opportunity to golf with a RoughRiders player. Registrations are currently open and will be awarded on a first-come-first-served basis. To register, community@ridersbaseball.com Riders Player, Jurickson Profar Hoot s Chalk Talk The Taylor Hooton Foundation and the Frisco RoughRiders Foundation are teaming up to host the 5 th Annual Hoot s Chalk Talk at Dr Pepper Ballpark on Saturday, August 3 rd. This free event is open for baseball and softball players between the ages of Each guest will learn about the dangers of steroids from Donald Hooton and learn about the right way to train and stay healthy from RoughRiders Players and coaches. To register your child, community@ridersbaseball.com Chalk Talk Guests listen to RoughRiders athletic trainer, Carlos Olivas, and strength & conditioning coach, Eric McMahon Food Bank Night presented by Whataburger The RoughRiders and Whataburger will be hosting the Annual Food Bank Night at Dr Pepper Ballpark during the RoughRiders vs. Tulsa Drillers game on June 1 st. Fans and staff that bring 2 or more food items to that game will receive a free Whataburger voucher. All proceeds benefit the Frisco Family Services & Little Elm food pantry All proceeds from these events benefit the RoughRiders Foundation and are tax deductible. The RoughRiders Foundation is a 501 (c) 3 nonprofit organization. To learn more about the RoughRiders Foundation visit 36

39 Arkansas Travelers (Los Angeles Angels of Anaheim) Springfield Cardinals (St. Louis Cardinals) North Division Northwest Arkansas Naturals (Kansas City Royals) Tulsa Drillers (Colorado Rockies) Frisco RoughRiders (Texas Rangers) South Division Corpus Christi Hooks (Houston Astros) San Antonio Missions (San Diego Padres) Midland RockHounds (Oakland A s) 37