2013
Frisco RoughRiders
Game Day Staff
Manual
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 ............................................................................................................................................................................... 10
Game Day Staff Policies ............................................................................................................................................ 13
Game Day Staff Position Descriptions ..................................................................................................................... 15
Parking Attendants..................................................................................................................................................................... 15
Ticket Takers .............................................................................................................................................................................. 16
Ballpark Watch ........................................................................................................................................................................... 16
Ushers ........................................................................................................................................................................................ 17
Patio Attendants ........................................................................................................................................................................ 19
Riders Pool Zone Attendants...................................................................................................................................................... 19
Founders Attendants ................................................................................................................................................................. 19
Teddy Express & Riders Grab ‘N Go Attendants......................................................................................................................... 20
Guest Services ............................................................................................................................................................................ 21
Grounds Crew ............................................................................................................................................................................ 21
Bat Boys ..................................................................................................................................................................................... 21
Game Day Staff Benefits ........................................................................................................................................... 22
Dr Pepper Ballpark Facts .......................................................................................................................................... 23
RoughRiders Ticket Plans & Group Areas............................................................................................................... 26
Dr Pepper Ballpark Parking Map............................................................................................................................... 28
Dr Pepper Ballpark Policies ...................................................................................................................................... 29
Frisco RoughRiders Corporate Partners ................................................................................................................. 35
Subcontractors: PSC & ISS ....................................................................................................................................... 36
PSC ............................................................................................................................................................................................. 36
ISS............................................................................................................................................................................................... 36
RoughRiders Foundation Events ............................................................................................................................. 37
Texas League Teams ................................................................................................................................................. 38
2013 Frisco RoughRiders Schedule ......................................................................................................................... 39
Commitment to Unsurpassed Customer Service .................................................................................................... 40
Mandalay Entertainment
Mandalay Baseball Properties
Mandalay Baseball’s core business is to own and operate Minor League Baseball
franchises throughout tthe
he 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 mo
model,
del, 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 tr
trains
ains year-round
year
sales,
marketing, and customer service staff leads each of Mandalay Baseball’s
franchises.
ises. 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-ofstate
the-art
art facilities, modern amenities, world
world-class
class customer service, concession
offerings, music, promotions, and other family entertainment activities that
complement its on-field
field product.
Mandalay Baseball becomes highly visible and active in its local communities
through direct interaction by itits
s highly trained and professional year-round
year
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 ga
games),
mes), 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 sponsorship 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 spo
sponsorship.
nsorship.
Mandalay Baseball’s business model, its franchise acquisition and development
strategy and its sales and marketing programs have proven to be the most
successful and highly regarded in Minor League Baseball.
Executives
Art Matin
Matin: Chief Executive Officer
Larry Freedman: President
Robert Murphy: Chief Operating Officer
James R. Bailey: Chief Financial Officer
Gary Mayse
Mayse: Executive Vice President, Facility Operations
John E. Deeter: Vice President, Finance
Eric Deutsch: Executive Vice President, Administration
1
Mandalay Baseball Teams
Frisco RoughRiders
Double-A affiliate of the Texas Rangers
www.ridersbaseball.com
Dayton Dragons
Single-A affiliate of the Cincinnati Reds
www.daytondragons.com
Erie Seawolves
Double-A affiliate of the Detroit Tigers
www.seawolves.com
Oklahoma City RedHawks
Triple-A affiliate of the Houston Astros
www.okcredhawks.com
Teams Operated by Mandalay Baseball Properties
Scranton/Wilkes-Barre RailRiders
Triple-A affiliate of the New York Yankees
www.swbrailriders.com
2
Who Are
re the RoughRiders
RoughRiders?
Double-A
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
n-field entertainment.
The
he Riders were Eastern Division Texas League Champions in 2003 & 2004,
and Texas League Champions in 2004. In 2007, the RoughRiders were
recognized by Baseball America as “Organization of the Year”.. In 2008, and
2012 the Riders were
ere 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
Teddy Roosevelt, 1899
"The Rough Riders" was the name bestowed by the American press on the 1st
U.S. Volunteer
nteer Cavalry Regiment during the Spanish–American
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 fa
families, families and families
The days of the die-hard
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
field skits that trail only walk
walk-off
off home runs when it comes to the roar of
the crowd, to state-of-the
the-art
art video and music vignettes, ‘Riders games appeal to
everybody
verybody from the die
die-hard
hard to the casual fan who just loves a good night out.
Limited number of sponsors
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 see 80+ advertisers on the outfield fence.
Even between-inning
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
00 sponsors. A
major league team will have 250+. The result is no identity for any sponsor.
3
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
# of sponsors
Typical
300
Frisco
35
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
RoughRiders 2013 Season Preview
Baseball is just around the corner, and the 201
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
Express. The ’Riders
Riders hit the road from April 4 – 9 to start the
regular season and return to
o Dr Pepper Ballp
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
Riders return to Frisco
The RoughRiders’ will get the season underway with a visit from the AAA Round
R
Rock
nd
Express on April 2 . 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
roste 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”,
“Bue led the
RoughRiders to a 80-60
60 record and a third
third-straight playoff berth in 2012.
2012 Frisco lost in
the Texas
as League Championship Series to the Springfield Cardinals.. Buechele also
became
me the ‘Riders winningest manager, passing Tim Ireland on April 16th, 2012.
Prospect-ive ‘Riders
2012 treated ‘Rider fans to a number of the top prospects in the Ranger system,
system namely
Jurickson Profar, Mike Olt, and Leury Garcia. 2013 will bring a new class of players to
Frisco. Top prospects that will see time in Frisco
o include pitcher Roman Mendez and a
possible return from Cody Buckel
Buckel, a pitcher who went 5-5
5 with a 3.78 ERA for
f the
‘Riders in 2012. The Rangers have not yet announced wh
who
o 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.
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
go-to
to source for Rangers minor league
information. On the radio, Visp
Vispoli
oli 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
RoughRiders Definition of Quality Service
Deliver “extraordinary”
ordinary” customer service to every guest at Dr Pepper Ballpark.
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
then, by all means,
means try and
make that happen. If you don’t have di
direct authority to take care
e of it get in touch with
your supervisor
upervisor or some other person who may have the authority.
We will accomplish “extraordinary”
ordinary” customer service by paying attention to the details!
6
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
two
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
threatening injuries – First Aid
If a non-serious
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
on-site
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 fi
first
rst 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
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
o
o
o
o
o
o
Name
Gender, Male/Female
Age
Hair Color
Eye Color
Approximate Weight
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
“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
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.
and let them vent
•Apologize for their trouble
•Solve their problem
•Thank them for their business
•Listen
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
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
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
Game Day Staff Policies
Staff Schedules
Staff schedule request calendars will be emailed out (and available in the
Check-In
In office) one month in advance. Completed schedule request
requ
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 ar
are scheduled
eduled that you can not
work. If your game duties have been completed and you have been
released for the night by your
our supervisor, you may watch the game from
the “standing room only” area behind the grass berm area in right or left
field. Employees who choose to watch must not be in uniform.
Check-In Times
Parking Attendants arrive 2
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 972.334.1970,, or through e-mail
e
at
[email protected]
[email protected]. Scott Arnold can be reached at 972.334.1919
972.334.19
(office), or through e
e-mail at [email protected].
Absenteeism
In order to properly serve our guests, absenteeism
bsenteeism will not be tolerated. If
you know that you will be unable to make your scheduled assignment, it is
very important tthat 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 emergen
emergencies
cies 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
you
services
ices 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 4th & 5th level of the Parking Garage (Lot E). You will be given a
parking pass for the (Lot E).
13
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 15th and end of each month. They are a
pay period behind, so a paycheck you receive on the 15th will actually be
for the hours worked during the 16th – 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,
[email protected].
14
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 automob
automobile’s
ile’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 displ
display
ay 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
first-aid,
aid, telephones, security, fan assistance,
and especially ballpark
allpark poli
policies,
cies, 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 responsib
responsible
le 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 transacti
transactions
ons 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 through two
two-way
way radio communication. This communication is
i
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
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
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
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
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
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
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
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
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
Sat
games are worth 3 points each, Thursday games are worth 2 points, and
Sunday through Wednesday games are worth 1 point
Some games may be worth more points than normal, such as July 4th or
day games
How to redeem points
Points may be redeemed for a va
variety
riety of ticket options during the 2013
201
season
Redeem 20 points for 4 tickets to any Sunday
Sunday-Thursday
Thursday Riders game
Redeem 25 points for 2 Teddy tickets to any Sunday
Sunday-Thursday
Thursday Riders
game
Redeem 35 points for 2 Founders tickets or 4 Teddy tickets to any
Sunday-Thursday
Thursday Riders game
Riders Store Discounts
Employees
mployees will be able to purchase items from the Riders Store at a 25%
discount. Employees may purcha
purchase items before the gates are open or after the
game.
22
Dr Pepper Ballpark Facts
We broke ground in 2001 and opened in 2003
David Schwarz designed the ballpark – Schwarz also designed Rangers
Ballpark in Arlington and the American Airlines Center in Dallas.
Dallas
The Ballparkk has 8,000 fixed seats with a capacity of 10,500 guests.
guests
We have 23 suites located on the 2nd & 3rd 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
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
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
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
up sprinkler heads are located throughout the ballpark field.
We wanted to bring back the old feel of baseball, so we wanted
ted to ensure the
fanss had as much interaction with the players as possible
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 ffeet
eet of Bermuda grass can be found in the area
surrounding the
e ballpark, creating a “park within a park” feel.
23
Dr Pepper Ballpark Seating Map
24
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 seats iin
n 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
nclude 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 these locations until
the end of the 7th inning. Customers pay $
$40 per ticket here.
jcp club
This Founder’s area is located on the 2nd level facing the field over home plate.
The restaurant only accept
accepts
s reservations for the first three seatings. After those
three seatings, it is open to the other Founder’s members without 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
cr
sundaes,
beer, and wine.
Triple Play Tavern (formerly Suites 215 – 218)
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
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 1st and 3rd 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 1st 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 101-103 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
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 2nd level . The Carrier Cool Deck is located
on the 1st base side, and the other party deck is located on the 3rd 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 (2nd Level)
There are a total of 21 suites located on the 2nd 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 (3rd level)
There are 5 suites located on the 3rd 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 500+.
27
Drr Pepper Ballpark Parking Map
Parking Lots
South Lots:
Lot A – pass only
Lot B – pass only
North Lots:
Lot D – VIP pass only
Lot E (Parking Garage) – pass & cash
28
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.
water
Please note that all personal belongings may be subject to inspection.
Accessibility: Handicapped 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 purch
purchase.
ase. 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 7th inning
inning.
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 requi
required
red and offensive or suggestive attire is not permitted),
violation of local, state or federal law, behavior deemed objectionable 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
e 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
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
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) 731-9200, or on our
website at www.ridersbaseball.com.
Ticket Information and Policies
Additional Tickets: Season ticket holders can purchase additional single game
tickets using their exclusive Ticket Hotline at 972-334-1909.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, email or fax change. Please
make all changes to your account in writing and fax to 972-731-7455. 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.
Email Tickets: In case of last minute changes in plans, season ticket holders
have the option to email 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 972-731-9200 to schedule your
group outing.
30
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
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
972-334-1970.
32
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 www.ridersbaseball.com.
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 (2nd level over looking the field behind home plate); The
Triple Play Tavern (2nd 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
Additional Useful Information
Donations: Please see the donation policy under the Community News tab on the
web site at www.ridersbaseball.com.
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 75034.
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 email your request to Alex
Vispoli at [email protected]. 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 15-30 RoughRiders fans together and schedule your
tour by contacting us at 972-334-1976.
Web site: The official web site for the RoughRiders is: www.ridersbaseball.com.
34
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
2013 RoughRiders Foundation Events
Questions? Contact: 972-334-1930 or [email protected]
5th Annual ‘Riders Classic
The 2013 ‘Riders Classic, presented by Tye Williams Financial
rd
Services, will take place on Monday, June 3 , 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, e-mail: [email protected].
2012 ‘Riders Player, Jurickson Profar
Hoot’s Chalk Talk
The Taylor Hooton Foundation and the Frisco RoughRiders
th
Foundation are teaming up to host the 5 Annual Hoot’s Chalk
rd
Talk at Dr Pepper Ballpark on Saturday, August 3 . This free
event is open for baseball and softball players between the
ages of 12-15.
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, e-mail: [email protected].
2012 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
st
vs. Tulsa Drillers game on June 1 .
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 www.ridersbaseball.com/foundation
36
Arkansas Travelers
Springfield Cardinals
(Los Angeles Angels of Anaheim)
(St. Louis Cardinals)
www.travs.com
www.springfieldcardinals.com
North Division
Northwest Arkansas Naturals
(Kansas City Royals)
Tulsa Drillers
(Colorado Rockies)
www.tulsadrillers.com
www.nwanaturals.com
Frisco RoughRiders
Corpus Christi Hooks
(Texas Rangers)
(Houston Astros)
www.ridersbaseball.com
www.cchooks.com
South Division
San Antonio Missions
Midland RockHounds
(San Diego Padres)
(Oakland A’s)
www.samissions.com
www.midlandrockhounds.org
37
2013 Frisco RoughRiders Schedule
38
Commitment to Unsurpassed Customer Service
1. I believe that the customer is the most important person to come to Dr Pepper
Ballpark.
2. From the moment a customer enters the gates, until the last customer leaves, I will
treat each customer with courtesy and respect.
3. I will treat each and every customer like this is their first experience at Dr Pepper
Ballpark;; and make their experience a positive one
4. I will make each and every customer that I come in contact with feel welcome and
greet them appropriately.
5. I will anticipate and take ownership of customer needs; and I will provide immediate
resolution to ensure 100% satisfaction.
6. I will listen to our customers with an understanding and caring attitude; and
a
I will
respond promptly, politely, and positively to questions and concerns/
7. I will assist in maintaining and upholding the first
first-class
class and professional appearance
of our facility.
8. I will identify and move to correct any safety issues that com
come
e to my attention.
9. I will thank customers whenever I have an opportunity to do so.
10. I will always be aware that I am representing our organization and will always do so
in a professional manner.
39