houston super bowl host committee · pdf filecaptain and what to expect as we prepare for...
TRANSCRIPT
Welcome to your Volunteer Captain training. This session is designed to take your existing leadership expertise and show you how to apply it in an event environment. By the end you will have a greater understanding of what we are asking of you as a captain and what to expect as we prepare for Super Bowl LI operations.
Introduction
To deliver an unparalleled Super Bowl experience positioning Houston as the city of the future driven by superior hospitality and unique events for the local community, visiting fans and the NFL and its partner
HOST COMMITTE MISSION
HOST COMMITTEE VISIONTo create and produce the most exciting Super Bowl experience that will deliver a sustained positive outcome for the Greater Houston Region.
To enrich the perception of Houston as an extraordinary place to live, work and play.
1. Introduce yourself 2. What made you want to be part of Super Bowl LI3. What’s the biggest question you have ahead of
your first shift?
Introductions
I N T E G R I T Y
VALUEST E A M W O R K
I N N O V A T I O N
E X C E L L E N C E
C O M M U N I T Y
F U N
H S B H C V A L U E S W H A T D O E S T H E V A L U E M E A N ?
W H Y I S T H I S V A L U EI M P O R T A N T ?
H O W C A N Y O U E X E M P L I F Y T H I S V A L U E ?
TEAMWORK
INNOVATION
EXCELLENCE
COMMUNITY
FUN
INTEGRITY
VOLUNTEER“HOST”
VALUESTake personal responsibility for delivering promises (and those of your team). Deliver with a sincere open attitude, be approachable and honest to people.
INTEGRITY
TEAMWORK
INNOVATION
EXCELLENCE
COMMUNITY
FUN
INTEGRITY
VOLUNTEER“HOST”
VALUESWe are one team and will succeed only if we work together. Make your mark on Super Bowl LI.
TEAMWORK
TEAMWORK
INNOVATION
EXCELLENCE
COMMUNITY
FUN
INTEGRITY
VOLUNTEER“HOST”
VALUES
Houston is the city of the future – a home to forward-thinking and the most diverse metropolitan city in the United States. The goal is to push boundaries. Behave in a way that inspires others. You provide the personal touch let yourself and those of your team shine through.
INNOVATION
TEAMWORK
INNOVATION
EXCELLENCE
COMMUNITY
FUN
INTEGRITY
VOLUNTEER“HOST”
VALUES
Provide a “once in a lifetime” experience to every guest. Strive for the absolute best –both in what you deliver and the attitude you adopt.
EXCELLENCE
TEAMWORK
INNOVATION
EXCELLENCE
COMMUNITY
FUN
INTEGRITY
VOLUNTEER“HOST”
VALUES
The volunteer program will represent all that is great about Houston. Treat everyone the way you would like to be treated in every interaction, no matter how minor.
COMMUNITY
TEAMWORK
INNOVATION
EXCELLENCE
COMMUNITY
FUN
INTEGRITY
VOLUNTEER“HOST”
VALUES
Volunteers will be the “faces” of Super Bowl LI. Above all else, the road to the Big Game will be exciting as we create Houston history.
FUN
Communication Lead by example
01 Encourage two way communication. Be open to comments/suggestions and be seen to act upon them. Ask questions if you don’t understand.
02 Encourage your team to read communications / training materials
03 Set an example
04 Encourage people to be open about their mistakes
05 Remember how demotivating it is when you don’t know what is going on
06 Keep communicating, even when people know what they are doing.
BriefingsThe importance of pre and post shift briefings 01 It’s day two
02 Morning shift
03 Your role & location
04 You have 12 volunteers as part of your team
Briefings – Why are they so important
01 Live event environment – we won’t have all the answers
02 Opportunity to thank / welcome / energize
03 Opportunity to give updates / changes – e.g. weather
04 Gather feedback / show feedback is acted upon
05 Knowledge sharing between shifts
06 Introductions – get to know one another!
Closing briefing –sample
01 Thank you
02 What went well today?
03 What didn’t go so well?
04 Is there anything different / new we could do?
05 Any equipment to collect?
06 Goodbye
Getting the basics rightWhat are they01 Food / snacks / drink
02 Breaks
03 Shelter
04 Safety
05 Access to facilities
06 A captain / supervisor
07 Clarity of role
08 Relief from boredom
Safety & SecurityYour ro le
You are critical to the safety and security performance of what happens aroundSuper Bowl LI operations
• Wider security network – dedicated security personnel, emergency services
• Role model correct behaviors:
o Always wear your accreditation pass on siteo Be aware of your environment and what is happening around youo Do not bring valuables to work with you
• Incident management
• Escalating issues and concerns
SummaryAs a capta in you must support your TEAM
• Always strive to make a positive first impression – they count!
• Find out what motivates your team members and try to tap into this
• Do your best to get the basics right
• Be sure to remain vigilant of your team and where you are volunteering
• Be alert to suspicious behavior by team members or the public
• Engage and consider your entire team
COPYRIGHT © 2015 EQUILIBRIA. ALL RIGHTS RESERVED.
Succeed with Personality Diversity courseIf you join this course you will have access to:
• Seventy-five lectures divided into six sections.• A minimum of ten articles with guided self-development assignments.• A printable workbook to use throughout the course and after course completion.
• A competency test at the end of the course
• … and if you meet all of the requirements you will also receive a digital certificate and a digital stamp.
TipsFor leading your team
01 Breaks can ‘make or break’ a volunteer experience
02 Give people relief from tiring or boring tasks, even in small teams.Utilize job rotation.
03 Take action if you see your team members being treated disrespectfully
04 Leaders need to be visible. Talk and motivate all team members
05 Demonstrate high personal integrity. Act with the utmost professionalism, be a role-model for others
06 Be approachable and treat everyone fairly. Speak respectfully and politely to all.
Be distinctive01 Leading at an event is different to leading in an office
02 The Super Bowl is different to other single day sporting events
03 Super Bowl LI will be distinctive from other Super Bowls
04 We want to create the unique feeling of hosting
Questions:
• What skills/ experience do you have that will help you in this unique environment?• Identify one thing to do between now and the 27th January that will help prepare
you for your role
Act / Escalate / informYour ro le as a capta in
Act
Does this require action?
Escalate
Should I escalate?
Inform
Who else needs to know?
Suspicious activity / behaviorThink Triple A:
Access – is a person in / or trying to gain access to a restricted areaAppearance – is someone going out of their way to avoid being seen (hiding their face, wearing the wrong clothes for the weatherAvoidance – do they appear overly nervous or agitated. Do they avoid eye contact or give ambiguous answers to questions
a) Act: Go to the bag and open it up to see if you can find out who it belongs to.
b) Act and escalate: Escalate to your line manager / venue staff member and wait until they arrive to make an assessment not touching the item
c) Wait: If the bag has not been collected by the end of day take it to lost property
d) Escalate: Phone the volunteer helpline and go back to your post
Question – A Volunteer informs you they have found an unattended bag. It appears to have been hidden behind a door. Nobody has taken ownership. Do you:
a) Escalate: Immediately inform your manager as it must be stopped.b) Wait: Keep an eye out that the volunteer doesn’t take a photo during their
shift, in which case you will intervene. c) Act: Politely remind them that taking photographs like this whilst wearing
HSBHC uniform is not appropriated) Do nothing: Ignore it. It is a great way to motivate a volunteer
Question - You see a volunteer taking a photograph of an athlete / celebrity just before their shift begins. You haven’t seen them attempt to do this before. Do you:
Need to know principleBe safe and secure
Only share information with those who are entitled to it.
Be aware of your surroundings when discussing HSBHC information. Do not discuss event policies, procedures, or information of note in public places.
Avoid mentioning any specific details of your role and HSBHC operations on any social media outlet.
Within you role you may be privy to information relating to the operations of HSBHC / SBLI. That could be information you receive during your briefing, or you overhear from another workforce group member. You may also hear information about HSBHC affairs, our stakeholders or partners. Unfortunately there are others who would like this information to cause operational, reputational, or financial harm. It is therefore important you follow the need to know principle
PreparingBefore you leave home
01 Have your accreditation and recognition card with you and that your uniform is clean and neat.
02 Prepared for the weather. If you would like to wear additional layers, theyshould be worn below your superstar volunteer uniform
03 Pack essential items (such as house keys and any applicable Information provided by the HSBHC that will help you in your role)
Remember there are no storage facilities for additional items like bags or coats, and the HSBHC does not accept responsibility for your personal items.
TravellingBefore you leave home
01 Free dedicated parking has been secured (700 Leeland, 609 Main etc).
02 We expect travel times will be longer than normal due to increased numberof people heading down-town and changes to traffic flow. Be sure to take this into account when planning to get to your location at least 15 mins priorto the start of your shift.
03 To ‘Know before you go’ visit http://www.housuperbowl.com/transportation
ArrivingAt your venue
01 You should aim to arrive 15 minutes prior to your noted shift start time
02 Be sure to check-in for each and every shift. The check in process will vary roleto role and by location.
03 If there are any problems with your assigned shifts when you check-in you will be directed to a HSBHC member or staff, volunteer captain, or you can call the Volunteer Helpline.
04 At the start of your shift you should gather with the rest of your team to be a part of or deliver a briefing. Now is the time to clarify any queries.
DeliverIn your ro le
01 Go about your duties as instructed by your line manager and enjoy!
02 Remember to report any hazards or incidents, including near misses.
03 Display Host Committee values and hosting actions.
04 Work with a HSBHC member of staff or line manager if applicable to coordinate A break for your volunteer team members.
Your accreditation confirms your identity as a superstar volunteer
Your accreditation will feature your photograph, and your role. Access to Venues included on your pass should only be undertaken during a shift
You cannot delegate collection of your accreditation to anyone else
If you do not pick up your accreditation pass between the 16th – 21st at GreenStreet, your accreditation will be available for pick up at GRB (Hall A, Level 1).
AccreditationBe seen – be accredited
Your Houston Super Bowl Host Committee uniform has been created to inspire pride and to support your role as part of the team
Exchanges may be offered only after all uniform kits have been distributed to every Volunteer. We can only accept exchanges of the entirety of the contents of your kit under the condition we have additional sizing. There will be no individual piece exchanges.
Do label your uniform pieces to avoid losses or mix upDo wash and care for your uniformDo remember to wear your uniform with a smile
Don’t wear any other hats or clothing items that are visible with your uniformDon’t make adaptions to your uniformDon’t exchange uniform items with other non-volunteer workforce members
UniformsInspire pr ide
Three unique items, from the Host Committee thanking all volunteers for their support and commitment
Predominantly distributed at the start of shifts• Shift 1 = item 1• Shift 2 = item 2• Final shift = item 3
Recognition card to be attached to volunteer lanyard, and worn behind accreditation pass
A sticker is applied in identified squares confirming item has been distributed
RecognitionThank you
Super Bowl LIVE – Hours of Operation
*Same opening hours as NFL Experience. Super Bowl LIVE will remain open one hour later each day.**There will be a 30-minute soft opening prior to all posted public operating times.
Date Opening Closing
Friday, January 27, 2017 – Preview 6:30 pm 8:30 pm Saturday, January 28, 2017 10:00 am 11:00 pmSunday, January 29, 2017 10:00 am 9:00 pmMonday, January 30, 2017 3:00 pm 9:00 pmTuesday, January 31, 2017 3:00 pm 9:00 pmWednesday, February 1, 2017 3:00 pm 11:00 pmThursday, February 2, 2017 3:00 pm 11:00 pmFriday, February 3, 2017 10:00 am 11:00 pmSaturday, February 4, 2017 10:00 am 11:00 pmSunday, February 5, 2017 10:00 am 3:00 pm
48
George R. Brown Convention Center1001 Avenida De Las Americas, Houston, TX 77010
Level 1:•NFLX Exhibits, Games and Attractions•NFL Shop (Hall A)•NFL Experience Box Office Locations – Use GRB box offices at Halls A, B, D & E
Level 2: NFL AREAS
Level 3: Volunteer Check-In at Hall A3
LOCATION
PUTTING ITALL TOGETHER
EXEMPLIFY HSBHC VALUES
TAKE THE TIME TO PREPARE YOURSELF
PLAN AHEAD – TRANSPORTATION & PARKING
BE A LEADER TO ALL – MOTIVATE YOUR TEAM
SAY ‘THANK YOU’
SHOW FEEDBACK HAS BEEN LISTENED TO
TURN UP
SMILE
HAVE FUN – ENJOY THE EXPERIENCE!