SPECTATOR SERVICES Canadian Pacific Women s Open -1-
SPECTATOR SERVICES COMMITTEE Committee Description The Spectator Services committee is a dedicated group of customer service oriented volunteers that will be working very close with the public in various capacities. The main duties include Admissions, where daily tickets are sold at the entrance to the course; Check Stands, where spectators can securely store personal items; where the Lost and Found is located, Will Call, the distribution of advance ticket purchases; Special Services, for spectators who require assistance on the grounds; Pairing Sheets, which delivers information around the course. Ideal number of volunteers: 60 Committee Information (Summary of Terms) Ticket & Corporate Sales Information There is a wide range of tickets available to both the public and corporate buyer. All tickets can be ordered through Golf Canada Sales Office at 1-866-571-5742 (LPGA) or www.cpwomensopen.com. Note: Children 17 years of age are granted free admissions to the grounds. (This does not grant them access to Hospitality areas, Golf Canada House, Skyboxes ect.) Here is a sample list of tickets that are typically available: Any Day Ticket Vouchers These tickets allow access to the grounds on any one day of the championship and different prices are charged for practice days, championship pro-am day, Thursday and Friday rounds, and Saturday and Sunday rounds. Clubhouse Badges Clubhouse Badges are sold at a slightly higher rate and allow the spectator admission to the grounds and use of VIP facilities, including the bar and dining area inside the clubhouse. The badge may also include some complimentary parking and some any day vouchers. Clubhouse Tables Located in the main dining room of the clubhouse, clubhouse tables provide an upscale fully catered environment for parties of 10. Additional amenities in this package include food & beverage, 10 clubhouse table passes, 5 parking passes per day table sign identifying company, souvenir programs and pairing sheets delivered daily and close circuit TV. Skyboxes Perched high above the 18 th hole, skyboxes provide 30 guests with an unparalleled view of the most challenging finishing holes. Amenities include 30 passes per day, 15 parking passes per day, signage identifying company, souvenir programs and pairing sheets delivered daily, daily housekeeping and close circuit TV. Located behind the 17th Green, this table option allows you and your guests great viewing options from your area. Amenities include 10 passes per day, 5 parking passes per day, signage identifying company, souvenir programs and pairing sheets delivered daily, daily housekeeping and close circuit TV. 16 th Fairway Marquee Suites Marquee Suites offer the corporate client a spacious and comfortable environment to host up to 40 guests per day. Amenities include 40 passes per day, 20 parking passes per day, signage identifying company, souvenir programs and -2-
pairing sheets delivered daily, washroom facilities, 24-hour security, daily housekeeping and close circuit TV. Food and beverage costs are additional and arranged through the tournament caterer. Hours of Operation Admissions Tournament Week Monday Sunday 7:00 A.M 7:00 P.M. Will Call Tournament Week Monday Sunday 7:00 A.M 7:00 P.M. Check Stand Tournament Week Monday Sunday 7:00 A.M 7:00 P.M. -3-
Appendix A: Sample Policy and Procedure Signs Policies & Procedures LOST & FOUND - All unclaimed items from the Lost & Found and Check Stand at the end of the day will be kept at Admissions. All items will be tagged and stored for safe keeping throughout tournament week and will be held for 30 days after the tournament at the host club. Golf Canada and the Club are not responsible for lost goods. RAIN OUT POLICY - In the event of a rainout, the Tournament Director will make a decision on a ticket usage policy. Generally, if all or most of play suspended, the ticket for the rained out day will allow admittance for the next day s play. No refunds. CAMERA POLICY - Cameras are only allowed on the grounds during practice rounds, Monday through Wednesday, but not on tournament days, Thursday through Sunday. Video cameras are not permitted at any time during tournament week. MOBILE PHONES & ELECTRONIC DEVICES - The mobile device policy has changed. Mobile devices are now allowed on-course for use in designated calling areas. Phones must be put on silent mode prior to entering the tournament. Mobile devices may not be used to video the players at any time and may not be used as a camera Thursday-Sunday. Violators will be subject to having their mobile device confiscated by security and will be returned only when leaving the grounds at the Check Stand located at Admissions. PROHIBITED ITEMS - Spectators are not permitted to bring the following items onto the golf course property during the entire tournament week: Cameras (allowed Monday through Wednesday) Video cameras Televisions and radios Noise making devices Food and beverage/alcoholic beverages (1 sealed water bottle permitted) Containers and coolers Pets (other than service animals) Oversized or non-folding patio chairs Bicycles Ladders Signs and banners Metal spiked golf shoes Bags (12" x 12" x 12" or smaller allowed) All items are subject to inspection at Admissions. Any of the above will be confiscated by security and stored at the Check Stand. If any of these items are found on spectators having already been admitted to the grounds, these items must be confiscated and brought to the Security Trailer. The patron will receive a receipt and can pick up their items(s) after play. Mobile devices are welcome at the Open. You must put your device on silent prior to entering the tournament. It must not at any time be used as a video nor as a camera Thursday Sunday. Violators will be subject to confiscation of the device while on the tournament grounds. -4-
Roles within Spectator Services TICKET SALES/WILL CALL Help greet and direct the spectators Sell tickets to the public Distribution of advance ticket purchases (Will Call) Fulfillment of promotional ticket offers (i.e. WagJag or Costco) Any customer complaints or problems should be directed to a Golf Canada staff member or the volunteer chairperson. If you are not sure of an answer to a spectator question, ask the Golf Canada staff member for help or contact the communications trailer. CHECK STAND Collect any items that are not allowed on the course property. (e.g. oversized items, food, cameras) from spectators Return prohibited items to spectators once they leave course PAIRING SHEETS Distribute pairing sheets to various locations around the course *HAVE FUN AND ENJOY THE EXPERIENCE* -5-
TICKET SALES Daily admission tickets are sold at ticket booths placed at specific entrances to the golf course. Cash, Visa, MasterCard, American Express and debit cards will be accepted for the purchase of tickets or badges. The duties and responsibilities of Volunteers assigned to Ticket sales are essentially as follows: 1) Sell Admission tickets using all payment methods at gate (cash/debit/credit). 2) Exchange Print@Home and Anyday vouchers at the gate. 3) Process sale of tickets received by fax in Admission trailer (credit card only). The admissions area located at the entrance will contain: 1) Inventory of tickets. 2) Cash boxes containing cash floats. 3) Work area to do reconciliations, etc. 4) Phone lines and credit card lines. 5) Inventory of supplies (paper, pens, etc.) 6) Credit card machines with debit capability. 7) Spectator re-entry stamps. 8) Computers and scanners to check in print at home tickets Security will be responsible for checking Spectators for tickets and prohibited items; Spectators with prohibited items will be directed to the check stands. Security will be located on the golf course grounds immediately after the Admission Gate. Ticket sales, will call and check stand will be located at the Admission Gate. Children 17 years and under are to be admitted free to the grounds when accompanied by a ticketed adult. (Discretion is to be exercised on age and number of children admitted with each accompanied adult; the general policy is a maximum of one child for each accompanied adult.) Volunteers manning the Admission Gate on the first shift starting at 7:00 hrs are expected to be on duty at the respective gates at 6:45 hrs. In the interest of accounting, the number of daily tickets sold must be carefully recorded. For security reasons, a Golf Canada staff member will frequently pick up the money collected at the ticket counter. CHECK STAND Check Stand is a secure area that allows spectators to check in their personal or prohibited belongings prior to entering the grounds. These items are tagged, marked, organized and stored in the Check Stand area. Note: By informing Spectators at the respective parking lots as to what articles are not allowed on the golf course grounds, so that such articles can then be returned to their vehicles, Golf Canada is confident that the space provided in the respective area will be sufficient for the checking of non-allowed articles. The responsibility for directing Spectators to the Check Stand area to check articles is Security. The volunteer staff at the Admission Gate is not responsible for the confiscation of non-allowed articles. A numerical sequence tag, entitled Golf Canada Claim Check, will be issued for each article checked and inventoried in the respective check stand area. The claim checks are to be maintained in numerical sequence. -6-
Articles can be claimed on presentation of the claim check. Articles not claimed at the end of the day from Monday to Saturday will be moved to the Security trailer for overnight storage and returned the following day to the Check Stand. Articles not claimed by Sunday evening will be taken into custody by Golf Canada. To claim articles for which the claim check has been lost, the owner must prove ownership and supply appropriate identification eg. Photo ID, etc. Note: If a problem develops with a Spectator concerning custody of an article, the matter should immediately be referred to the Golf Canada representative present. The Claims Check function is to remain open one half hour after play is complete. WILL CALL Will Call is a drop-off and pick up counter in which customers leave admission badges/tickets and deliveries for other guests. Will Call will be located at the admissions gate and is open from 7:00 a.m. to 7:00 p.m. In addition to the main Will Call area, guests (particularly our corporate guests) may use one of the many Will Call Boxes distributed throughout the grounds to drop off their tickets. These tickets are collected several times throughout the day and brought to the appropriate Will Call area to be alphabetically organized and then picked up. In submitting badges to Will Call the following must be clearly written on the outside of the envelope: 1. The last and first name of the guest picking up the tickets. 2. Designate company (if applicable), and telephone number 3. The last and first name of the person dropping the tickets off. In order to claim a Will Call envelope, spectators must present photo ID. Once the customer has verified the tickets have them sign the envelope and then file it in the picked up bin. If a Will Call designate appears to collect an envelope and no envelope is on file, a designated Golf Canada representative should be contacted immediately. A golf cart will be available on an as needed basis to the Volunteer responsible for collecting the contents of Will Call lock boxes. The Will Call Center will be assigned public and private telephone numbers (and these numbers will, as appropriate, be made public). Will Call envelopes are estimated to average up to 500/day (with the maximum volumes occurring in the Thursday to Sunday period) PAIRING SHEETS Pairing Sheets provide important tournament and course information to spectators, and are found at various locations around the course The locations need to be checked regularly to see if sheets need to be replenished The inventory of pairing sheets will be located around the admissions area Pairing sheets will be dropped at the course every morning prior to play -7-
Will Call Notes to help prevent and resolve missing tickets Important notes: Ensure envelopes are filled out in the following format: Last Name, First Name Ensure the printing is clear and the spelling is correct Ensure that envelopes are filed correctly by last name in alpha order At least once per shift take the opportunity to look through the bins to ensure all envelopes are in the correct alpha order. Check list to help find an envelope: Check through the entire Letter Section of the last name in case the name was spelled incorrectly or it was misfiled. Check that the envelope is not misfiled under the first name Check that the envelope is not filed under the company name Check that the envelope is not filed under the name of the person who left the envelope If all of the above items have been completed and the envelope still cannot be found: o o If they purchased the tickets check Tixhub as the order may have potentially not yet been filled If someone was leaving the tickets for them have them call that person to ensure that the tickets have indeed been dropped off and if so to confirm the name that they were left under Ticket Sales: For every ticket given out one of the following transactions must occur: Payment received via cash, credit card or debit card payment Anyday voucher received in exchange Fill out the complimentary sheet o Golf partners who get free tickets must sign in each day and present their member card and photo ID Our partners are: CPGA, CGSA, NGCOA, CSCM, IAGA o Day pass only, no weekly badges o Card holder and 1 guest Juniors 17 and under are free to the grounds No ticket will be provided for Juniors Moneris Credit Card/Debit card instructions: When customer presents you with a credit/debit card 1. From the menu select Debit & Credit 2. Key in amount there are no decimals on the machine so $100.00 would be keyed in as 10000, press OK button 3. Swipe or insert card at bottom of the machine (debit cards & credit cards with chips need to be inserted) 4. For a swiped credit card transaction wait for approval merchant copy will print obtain customers signature. -8-
5. Press OK button to print out customer copy. 6. For a debit card or credit card transaction with a chip hand machine to customer and ask them to key in their PIN number. This occurs after step #2. No signature is required for a credit card where a PIN number was entered. Manually keying in credit card transactions (orders from sales center) 1. From the menu select Debit & Credit 2. Key in amount there are no decimals on the machine so $100.00 would be keyed in as 10000, press OK button 3. Key in credit card number, press OK button 4. Key in expiry date no slashes, so for example Jan 2013 would be keyed in as 0113, press OK button 5. Key in CVV#, press OK button If you do not have the validation code, simply press OK. When the "Code present?" selection screen appears, select No. 6. Wait for approval merchant copy will print 7. Press OK button to print out customer copy At the end of the shift before closing the box a merchant subtotal must be printed. 1. Hit the 4 th purple key from the left 2. Then press F4 merchant subtotals -9-
Sample Ticket Prices Price Early Week (Mon-Wed) $ 10.00 Advance Anyday (Thursday - Sunday) $ 30.00 Weekly Grounds Badge $ 75.00 Clubhouse Single $ 175.00 Clubhouse Two-Some $ 300.00 Clubhouse Four-Some $ 550.00 * Juniors 17 and under are admitted to the GROUNDS free of charge ** Prices do not include taxes or services fees -10-