The Muster Room
Suncorp Stadium Event Staff Newsletter
FROM THE GM'S DESK
‘Toolbox Talk’ is aimed at reinforcing some of our key stadium policies and procedures and providing you with some practical information that will hopefully assist you in performing your role.
In this issue of the Muster Room, we will focus our ‘Toolbox Talk’ on the following:
Walking the Aisles
You should all be familiar with the term ‘walking the aisles’. This is a topic that we cover when you first come on board for staff orientation training and something that we ask you to do regularly on event days. We sometimes receive feedback from staff asking ‘Why do we have to walk the aisles when we just get in the way and obstruct people’s view, what does this achieve?
In this edition of the Muster Room, we will address why walking the aisles is important and provide you with some practical tips on how to do this more effectively.
Why do we ask you to walk the aisles?
As our event staff, you are the ‘eyes and ears’ of the stadium and we rely on you to monitor your area for developing issues. You cannot do this effectively by standing at the top of the aisle and watching the crowd from above, you need to make your presence known within the seating area as this will:
- Act as a visual deterrent to curb potential behaviour issues before they develop
- Alert all patrons to the fact that event staff are actively monitoring the area, therefore making you more accessible for patrons with concerns or queries
- Enable you to identify issues quickly and efficiently and take appropriate action
Remember, we need all staff to have ‘situational awareness’ when on shift to identify potential risks and issues before they escalate and walking the aisles is essential to achieving this.
How to walk the aisles effectively, what to look out for?
As you are walking the aisles you need to be scanning the seating area for developing issues. Some of the issues that you may encounter include:
- Intoxication and offensive behaviour
- Unauthorised consumption of alcohol (i.e. brought into the Stadium)
- Inappropriate language
- Patrons with cans or glass
- Climbing/standing on seats
- Offensive or oversize flags and banners
- Unauthorised instruments, (i.e. vuvuzelas, air horns, drums)
- Oversize cameras
See below video link for examples of these issues.
When is the best time to walk the aisles?
As general rule, it is best to walk the aisles at the following times:
- When directed to by Stadium Control
- During a scheduled interval or break in play
- When the play is directly in front of you so patrons eyes are forward rather than blocking their view
For a standard event, you should be aiming to walk the aisles every 5 – 10 minutes during each half, however problem areas may require more frequent patrols.
REDS SERVICE EXCELLENCE AWARDS
On Wednesday 5 November, Suncorp Stadium and the Queensland Rugby Union hosted our inaugural Reds Service Excellence Awards. These awards are for those staff members who met and exceeded the Reds Customer Service Standards:
- Welcoming, friendly and enthusiastic
- Well presented and takes pride in their personal appearance
- An uncompromising focus on customer service
- Adopt and promote the ‘Reds’ event experience
- Knowledgeable not just of Reds current affairs but also QRU and the further role they play in the development of Rugby
- Proactive and intuitive not reactionary
The two outstanding Casual Staff performers from 2014 Reds Season were awarded to Annette Robertson and Jim McKitrick.
Check out the photos below.
The QRU passed on a message to our full Casual Staffing team to thank you for the hard work and efforts you each put in to make the season such a success. Great job team!!
MESSAGE FROM THE QUEENSLAND REDS
CONCERT REVIEW - ONE DIRECTION & FOO FIGHTERS
In February 2015, the Stadium hosted two consecutive concerts, One Direction and Foo Fighters, with both acts putting on an amazing spectacle for their adoring fans and creating an electric atmosphere that lit up the stadium. These concerts marked the 14th and 15th international acts to perform at the Stadium, with One Direction seeing the 500,000th concert reveller passing through the turnstiles – a remarkable achievement considering the number of concerts held at the Stadium over the past 8 years.
Musically, these two bands are polar opposites which was reflected by the diversity of the crowd for each of the shows. On the 11th February we welcomed UK pop sensation, One Direction, who bought with them a sea of 32,889 screaming, high energy fans consisting mainly of teenage girls. The crowd was jiggling with pure excitement which continued non-stop through to the end of the show. In comparison, Foo Fighters, who kicked off their Australian tour at Suncorp Stadium and celebrated the 20th Anniversary of their first ever gig as a band, delivered a ripping rock show that heated up the field of play for the 17,000 diehard fans. With unrelenting energy and passion, the ‘Fooies’ played through 25 songs in no less than two-and-a-half hours in front of 39, 851 screaming fans.
In conclusion, the concerts not only brought TOP 100 music to our ears, it introduced new patrons to the venue and with it a fresh set of challenges which we collectively overcame to deliver two world class events. Thank you for all your efforts and we look forward to welcoming Taylor Swift back in December 2015.
SUNCORP STADIUM ANNUAL POOL COMP
On Saturday 27 June, we will be hosting the annual Suncorp Stadium pool competition at Q-masters.
The format is the same as last year with participants partnered up to compete in a round-robin competition with prize giveaways.
I'm sure those who attended last year would agree this is a great opportunity to get to know each other outside of work in a fun and relaxed environment.
The cost to participate is $25 per person which includes food and entry fees.
Please email or text Nicole on the staffing phone to secure you spot and to avoid missing out on the year’s biggest event!
Hope to see you at Q’ees!!