HOUSTON SUPER BOWL HOST COMMITTEE

VOLUNTEER PROGRAMC a p t a i n T r a i n i n g

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 VISION

To 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

VALUES

T 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 SW 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”

VALUES

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”

VALUES

We 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

Rate your fellow captains first impression

1 5

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

MotivationWhy are you part of the Host Committee team

Why?

Meet

Learn Connect

Getting the basics rightWhat are they

01 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.

Pause and Play – Live with Intention wristbands

COPYRIGHT © 2015 EQUILIBRIA. ALL RIGHTS RESERVED.

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

DeliveryKey aspects

DELIVERY

Execute the plan

Adapt the plan

Monitoring

Trouble-shooting

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

‘A day in the life’of a superstar volunteer

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

IAH Operations

Introductions

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Andy Newman• Director, Volunteer Program

Heather Luna• Manager, Volunteers

HAS On-site Support HSBHC On-site Support:

JohnKaitlyn EricaClaire

FOR SECTION BREAKSMulti-Layered Type Strategy for Headlines and Subheads

This should be your main section divider slide.

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Overall Expectations Check-in with a HSBHC Support member at

the Volunteer Break Room

You must wear your official volunteer uniform during your shift with black or dark colored pants and comfortable shoes

• Note: IAH Volunteers may also be in a HSBHC uniform located at info booths and post-baggage check

Coordinate breaks/meals

Rotate, rotate, rotate

Have professional FUN!

Daily Tasks

At the beginning of each shift:

• Check-in your Volunteers at the Volunteer Break Room

• Help assign locations based on arrival (maps)

• Make aware that the break room will house snacks and water

• Share your phone number if you are comfortable doing so

• Offer a short briefing and give a tour to those on their first shift

• Assist with Volunteer check-in process

• Help hand out recognition items and meal cards

At the end of each shift:• Thank the Volunteers for helping• Assure all belongings are taken• Make sure each station has coverage in between shifts

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HSBHC Volunteer Role vs IAH Volunteer Role

• Be knowledgeable of Houston Super Bowl festivities• Offer handouts and assistance• Promote Houston with recommendations to guests• Be a friendly welcoming face (remember some people

will have never been to Houston or even Texas!)• Get guests involved with our selfie stations

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IAH Overview

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• 2/1/17 – 2/6/17

• 5:30am – 10:45pm *2/6, 8am-1:30pm

IAH Captain Coverage* Pre baggage check *

1. Terminal A 2. Terminal B 3. Terminal C 4. Terminal D 5. Terminal E

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Captain A Captain B Captain C Captain D&

Captain EVolunteer Check-in

• 3-6 Captains per terminal • 15-35 Volunteers per terminal

47Level 2

Level 1

Subway Tram is located on

Level 1 in each terminal

This can be used for a quote, section divider, or other unique content you want to stand out.

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PARKING: TERMINAL C Validation will be given at the end of your shift

1. Terminal C Lots: Purple, Blue or Brown Garages

2. Park on any level (not valet)

3. Take garage elevator down to subway tram

4. Take tram to The Marriott

Security Awareness

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To help keep our airport a safe and secure facility we need

you to keep a few things in mind:

1. Security is everyone’s job

2. Always be aware of your surroundings and work environment at the airport

3. Report any suspicious activity to the following security partner:

HAS Security: 281-230-1300

Tour Preparation

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• Take notes & ask questions

• Be aware of the location of the break room to

your designated terminal

• Look out for water stations / restrooms

• Know how to get back to the parking lot

• Follow your map!

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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 pm

Sunday, January 29, 2017 10:00 am 9:00 pm

Monday, January 30, 2017 3:00 pm 9:00 pm

Tuesday, January 31, 2017 3:00 pm 9:00 pm

Wednesday, February 1, 2017 3:00 pm 11:00 pm

Thursday, February 2, 2017 3:00 pm 11:00 pm

Friday, February 3, 2017 10:00 am 11:00 pm

Saturday, February 4, 2017 10:00 am 11:00 pm

Sunday, February 5, 2017 10:00 am 3:00 pm

NFL Experience

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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

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NFL EXPERIENCE (Level 1)

LockerRoom

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!

THANK YOU