1. Suites/Ambassador TRAINING

2. Suite & hospitality operations

3. REPORTING STRUCTURE Suites Division Coordinator: Larry Gentry
Reporting to David Letherman, Program Coordinator, Event Operations
Supervisors
Hall of Fame Museum – Angie Webb
Gasoline Alley Suites – Larry Motz & Gordon Farley
Tower Suites – Jay Mealy
Hulman Suites – Ronnie Baugh
VIP Suites – James Wagner

4. definitions
Suites – track is viewable from the suite and it is typically a full event rental rather than a one-day or temporary rental
Suite rental for one event costs a client $110,000.
Hospitality Room – track is not viewable from the room and it is typically a one-day rental
Hospitality room rentals vary from $2,500 to $50,000 per day depending on the size, scale and day the room is rented.
Suite and Hospitality guests are important to the business and should be greeted with a warm and friendly presence.
Most access control to the Suite and Hospitality areas will be controlled by the Ambassador Program employees
The Suites division of Guest Services will be roving the suite levels and assisting suite/hospitality hosts as needed.
The Pagoda will be operated by Ambassadors with the exception of Carb and Race Day which all positions except the check-in table will be operated by CSC Security
All elevators in Tower Terrace and the Pagoda will also be operated by CSC Security

5. EXPECTATIONS
Present a friendly and welcoming environment for all guests
Remember these guests are VIP and deserve a great experience at all times
Focus on servicing high profile guests as well as any anxiety concerning suite and hospitality areas
Understand every credential/ticket and the differences between them in each area
Understand the importance of checking credentials at each suite & hospitality entrance
Strict enforcement of access control procedures in a kind manner
Know how to assist guests with disabilities
Know your surroundings
Landmarks
Restrooms
Concessions
Display Areas
Report all issues and/or concerns to your Supervisor
Ensure incident reports are filled out in a timely manner
Ensure all processes are performed in a consistent manner to allow for a consistent experience
Utilize daily briefing sheets
Communicate across all levels of supervision
Ask Supervisors or Pagoda Command questions you do not know the answer to

6. Gasoline alley operations
Suite Responsibilities
Suite and Roof Level Rover – South/Middle/North Building
Patrol Gasoline Alley Suite walkway and roof to assist guests, answer questions, etc. Provide excellent customer service with high-level communication.
Guests need a Gasoline Alley Suite ticket/credential to enter the suites.
These are the only two forms of entry permitted. Upon arriving and exiting the suite, Ambassador employees must follow the stubbing and stamping protocol.
Elevator/Stairwelll Responsibilities
Elevator Operator – South Entrance
Monitor access to the suites by allowing correct credentials only. Operate elevator to patrons’ desired location.
Gasoline Alley Suite Stairwell – Various Locations)
Monitor access to the suites by allowing correct credentials only
Every ticket and credential must be checked. There are no exceptions!
Gasoline Alley Roof
During May (excluding Race Days), guests with General Admission tickets may use the stairs to access the Gasoline Alley Roof seating. These stands are popular on large days such as Pole Day or Carb Day.
General Admission guests can take coolers up the stairs to the roof, but may not access or take coolers past the access points for the areas on the suite level.
Guests with General Admission tickets are not allowed on to the Gasoline Alley seating roof areas on Race Days. This changes the configuration and location of the ticket stubbing and stamping process.

7. Pagoda operations Pagoda Main Entrance Pagoda Guest Registration
Monitor Access to the Pagoda making sure each guest/employee has proper credentials.
Monitor capacity of middle section only allowing as many to enter that board the elevator to their suite level.
ESG Security will be responsible for these operations on Carb & Race Day
Pagoda Guest Registration
Greet guests and complete check- in process for Pagoda 6-7 access.
Upon entering and exiting, the stubbing and stamping protocol previously described is implemented. After checking each ticket at the main entrance, a separate set of employees check each ticket before escorting guests to the proper floor on the elevator
Pagoda Elevator
Operate the North & South elevator for guest’s assisting with floor selection. Monitor Access to each Pagoda floor making sure each guest/employee has proper credentials. Each floor of the Pagoda has different access credentials located on the guest’s “SPA” Badge or guest ticket. No one may get off the elevator unless they have that floor’s ticket or Pagoda Suite punch on the *SPA*
Employees wishing to access restricted floors 2 and 9 must take the service elevator and are not allowed on the public elevators.
Pagoda Middle Doors
Check correct pit lane credentials at glass doors on the west side of the middle aisle way to allow entry.
Front South Stairs
Monitor entry to the south stairs at front of Pagoda. Only guests with Gasoline Alley Suite tickets or Race Control access should use these stairs

8. TURN 2 VIP SUITES operations
Suite Responsibilities
South/Middle/North Entrance
Monitor access to the suites by allowing correct daily tickets and credentials only.
Assist guests who are disabled, if needed.
Floor Rovers (1st, 2nd, 3rd)
Patrol the assigned floor of VIP suites to assist guests and answer questions.
 Parking Lot
Monitor Suite Holder reserved parking and golf cart parking along Turn 2 VIP Suites/Brickyard Crossing areas

9. TOWER TERRACE SUITES operations
Suite Responsibilities
Suite Rover
Patrol Tower Suites to assist guests and answer questions.
Ground Level Elevator Credential Checker (Elevator 6, 7, 8, 9, 10)
Monitor access to the suites by allowing correct credentials only. Assist with crowd control during loading and unloading of the elevator. Patrons will operate elevators on their own.
CSC Security will be responsible for these operations on Carb & Race Day
Suite Level Elevator
Monitor the service elevator on the suite level to prohibit fans from exiting down the service elevator.
Monitor the loading on the suite level of guests to prohibit over filling elevators

10. LEGENDS ROW HOSPITALITY operations
Suites Responsibilities
Rover
Assist guests and answer questions.
Responsibilities
South Stairs & 2nd Floor Walkway South of Bathroom
Monitor access to the suites by allowing correct credentials only.
Check all hospitality passes before guests can enter the Legends Row second floor.
The marking/stamping protocol is not in effect with hospitality areas; therefore, tickets need to be checked before allowing guests entry.
Tickets do not need to be checked for the first floor Legends Row hospitality rooms. Hosts in these rooms control access

11. PLAZA HOSPITALITY VILLAGE OPERATIONS
Ambassador Plaza Hospitality Ticket Check Protocol:
Greet the guest
Ask to see their ticket
One person will mark their ticket in the upper left hand corner
Be sure to mark through the garage pass section
Another person will wristband the guest with the proper color for that day when needed
The plaza credential also allows access.

12. HALL OF FAME MUSEUM Operations
 Suite Responsibilities
Pedestrian Control – Front Entrance
Ensure efficient pedestrian traffic flow through the entrance and exit of the Hall of Fame Museum. Open doors to greet guests. Periodically monitors Museum entrance fountain for trespassers.
Back Hallway
Monitor access to doors for employees only.

13. TICKET STUBBING & STAMPING
Ticket stubbing will occur at all suites, but NOT at hospitality areas.
Initial Entry:
Every guest should be greeted upon arrival
Every ticket is to be checked and stubbed before permitting access
Exit and Re-entry:
Upon exiting, guests must be stamped on the back of the hand in order to return
When re-entering an area guests MUST provide their stubbed ticket along with the stamp on the back of a hand
Some guests attempt to gather tickets from others in a suite to allow friends to use them for entry as well.
When you are presented with a guest who has a ticket that has already been stubbed, but the guest does not have a stamp on the back of their hand, do not permit entry to that guest.

14. Unlock policy
Suite division employees will assist in locking and unlocking all suite and hospitality areas throughout an event day.
All unlocks of suite or hospitality areas must be verified with a Client Services Representative as necessary before the unlock occurs. Always double check with Pagoda Command before a suite or hospitality space is unlocked for any individual.
A call to unlock a suite or hospitality area may come from an IMS employee, caterer or suite holder.
When in doubt, always call Pagoda Command. A Client Services Representative is stationed in Pagoda Command to assist with any questions/concerns.
Ambassador program employees do not have keys to unlock suite or hospitality areas. This function occurs from Suite division employees.

15. Attending to a host
When asked a question by a host/hostess of a suite or hospitality area it is important to help as best we can.
This should always be done by answering questions we know the answers to and finding the answers we do not already possess.
Host/Hostesses may inquire about several different topics:
Why we did or did not allow access to an individual or group of individuals?
Why we are or are not enforcing a specific policy?
To have something locked/unlocked.
Inquire about something regarding the facility or room they are utilizing.
Please note the difference between an operational question and a policy question. We do not create policy in the Safety Patrol; we simply enforce the policies. We can always answer operational questions and questions of how we enforce policy, but we do not create policies on the spot.

16. Glass bottle policy
Glass bottles are often served in suite and hospitality areas within the facility.
Glass is restricted from entering the facility through the pedestrian gates. This hazard is not permitted due to the potential of broken glass inside the facility.
It is the responsibility of all Suites division and Ambassador Program employees to keep glass out of public areas. Often this consists of asking guests to discard the glass before leaving any suite level.
This is not often a large concern of the guest due to the fact they do not typically pay for food or beverage in suite areas.
The effort of keeping glass out of the public areas of the facility requires thorough teamwork between the Suites division and Ambassador Program employees.

17. elevators Each suite area has at least one guest elevator.
Tower Suites: 4 guest elevators, 1 service elevator
The Tower service elevator shaft is the middle of the 5 total elevators. The service elevator is for IMS employees, caterers, bartenders, maintenance and cleaning workers ONLY.
Hulman Suites: 4 guest elevators
Pagoda: 2 guest elevators, 1 service elevator
The Pagoda service elevator is located just south of the Pagoda. The service elevator is for guests who are disabled with a Gasoline Alley ticket, IMS employees, caterers, bartenders, maintenance and cleaning workers ONLY. NO GENERAL ADMISSION.
In the case both public elevators break, guests may use the stairs.
Gasoline Alley Suites: 1 guest elevator at South end
Turn 2 VIP Suites: 1 guest elevator
In the case of a broken elevator, the following procedure should be followed:
Gasoline Alley Suites & Turn 2 VIP Suites
When the elevator should break at either suite, apologize to guests for the inconvenience and direct them to the closest stairwell.
Tower Suites, Hulman Suites & Pagoda
When an elevator should break at either suite, apologize to guests for the inconvenience and direct them to the next closest elevator.
The adjacent stands, Tower Terrace (Tower Suites) & Stand C (Hulman Suites), have stairwells with access to the suite level, but should be used as a last resort if all other elevators are out of operation.
Contact Pagoda Command to let them know of the situation after assisting suite guests to the alternative option.

18. DAILY HOSPITALITY

34. SUITES

35. Gasoline alley suites Location Adjoined to the Pagoda
South end of the front straightaway
Attributes
36 suites
Suite 501 at Turn 1 — Suite 536 at Pagoda
6 staircases
Roof with grandstand seating
One elevator located at the south end of the suites
Indy 500 Club
Main Straight Suite Club

36. Turn 2 vip suites Location Outside of Turn 2 of the oval Attributes
3 story building
Balconies feet from the race track

37. Hulman terrace suites / hulman terrace club
Location
Outside of oval along Georgetown Road
Closest to Turn 4
Above Stand C
Attributes
Hulman Terrace Suites: Suite 41 at north end to 49
Hulman Terrace Club: Suite 49 south 
The Hulman Terrace Club will be open for 14 days in 2016 and a seat purchased is good for all days. Those dates include the INDYCAR Grand Prix of Indianapolis (May 12-14), the first weekend of practice and qualifying for the 100th Running of the Indianapolis 500 Mile Race (May 19-22), Indianapolis 500 race weekend including Miller Lite Carb Day, Legends Day presented by Firestone and the Indy 500 itself (May 27-29), Brickyard Vintage Racing Invitational Pro-Am Race Day (June 18) and Crown Royal 400 at the Brickyard weekend (July 22-24).
Named after the Hulman family who purchased the track in 1945
Two shuttles will run open days from Hulman Terrace Club to garage area for credentialed guests only

38. Tower terrace suites Location Attributes
Inside the oval, along Pit Road
North of the Pagoda and Yard of Bricks
Attributes
38 Tower Suites
Suite 1 at Media Center — Suite 38 at Turn 4
No guests are permitted to ride the service elevator. This is for caterers ONLY. Caterers must have service elevator punch on credential to access.
Main Straight Suite Club
Guests need to take an elevator up to the suite level