Guest Experience Seasonal Staff Resources
OVERVIEW
Welcome to the Guest Experience seasonal staff resource page! As we embark on another exciting season at the Indianapolis Motor Speedway, we are very grateful that you are in our team. Your dedication, enthusiasm, and hard work are the driving force behind the unforgettable experiences we create for our guests.
We believe in equipping our seasonal team members with the tools and knowledge they need to excel in their roles. Here you’ll find helpful resources that will support you and ensure a successful day of work. Thank you for being an essential part of our team, and we look forward to supporting you every step of the way.
Safety Patrol
This section provides the Safety Patrol Handbook, an overview of the Safety Patrol Hierarchy, Know B4 information and FAQs.
College Program
This section provides the College Program Handbook, Training Guide, College Program Guide and FAQs.
Nonprofits
This section provides the Nonprofit Overview, Nonprofit Training, and FAQs.
Training
This section provides access to all of the training materials, including presentations, Videos, Emergency Action, First Aid and ADA Basic Tips.
Maps
This section provides you with links to the Maps Hub, ADA map, Tram Stop map and Facility map.
Pledge
BE THE FACE OF IMS:
- Guest Service is our #1 priority! Each spectator, participant, or team member who enters the Speedway is our guest. Represent Indianapolis and IMS with pride!
- There is only one chance to make a first impression – or a lasting one
- Greet guests with a smile and say, “Welcome to IMS”. Show a sincere interest in our guest by using their name and escorting instead of pointing
- Own a guest’s question, problem, or complaint and be empowered and responsible to solve the issue
- Do not say “I don’t know” but rather “I will find out”
- Act like the host of your assigned area – ensure cleanliness and maintenance of the area around you
- If you cannot solve a problem or don’t know the answer, contact your supervisor or Pagoda Command
- Remember, being approachable for our guests begins with a clean appearance and friendly demeanor
TOP 20
TOP 5 THINGS TO KNOW
1. Where the nearest first aid station is.
2. Who I should contact in case of an emergency or medical situation.
3. Who I should contact if a guest has a question I do not know the answer to.
4. Where the nearest restroom and concession stand is.
5. What nearby ADA accommodations are available.
TOP 5 TO DO'S
1. Always greet guests and smile.
2. Look and act professional at all times.
3. Actively seek to resolve issues and guest questions—or find someone who can.
4. Know your specific responsibilities—correct credentials, passes, tickets,
procedures, etc.
5. Strive to deliver the best fan experience possible in your area.
TOP 5 DON'TS
1. Do not tell guests "I don't know." Search to find the answer.
2. Do not touch a guest unless personal safety is at risk.
3. Do not argue with a guest. Always call for supervisor assistance if needed.
4. Do not smoke at post; only at specified break area.
5. Do not abandon post without permission. Always check-in with a supervisor
before leaving your post for breaks, lunch, etc.
TOP 5 THINGS TO REMEMBER
1. You are a direct representation of the Indianapolis Motor Speedway.
2. You are one of the first people IMS guests see and interact with.
3. Bring appropriate clothing and food; water and ice will be provided.
4. Your work is recognized and appreciated.
5. You make this place special!
Staff Guidelines
MAKE SURE TO:
- Know your work location, where the closest amenities (first aid station, concession stand, restroom, ADA accommodations) are located, the name and contact information of your supervisor
- Stay in contact with your supervisor regarding any questions or incidents
- Be fair to fellow staff by abiding to break schedules
- Be presentable and approachable by maintaining a neat and clean appearance
- Not chew gum, listen to music, text or talk on the phone (unless necessary to resolve a guest issue) while on duty
- Not ask for autographs or photographs with drivers or celebrities while working.
- Not accept tips or donations while on duty
- Never smoke at your work location or while in uniform. If you smoke, please remove or cover you staff uniform and smoke in designated locations
- Do not leave your work location unless on break or until dismissed by a supervisor
- Treat all guests, teams, vendors, fellow staff, and IMS management with respect and professionalism at all times
- Report any witness or experience of harassment or discrimination immediately to your supervisor or Pagoda Command
Code of Conduct
Venue Policies
COOLERS
Guests are allowed to bring personal coolers through the gates at IMS as long as they are within 15”x15”x18”. Glass bottles are not allowed and a full list of prohibited items can be found on the IMS website or at the entry to the gate
PETS
- Animals are not allowed inside the gates at IMS. The exception are service animals trained to do work or perform tasks for an individual with a disability.
- Due to its dangerous nature, the pits are off-limits to all animals, including service animals
- Emotional support animals are not considered service animals and therefore are prohibited on IMS grounds
BICYCLES & SCOOTERS
- Guests are not allowed to ride bicycles, scooters, skateboards, or mopeds inside the gates at IMS
- Mobility scooters for guests with disabilities are allowed
- Team members with hard cards and IMS staff are the only people allowed to ride bicycles and scooters around the venue
- Wagons and carts are allowed, but must be collapsable on Indy 500 Race Day
SECURITY SCREENING
- All guests walking into the venue will be checked by a security screening device
- These devices can detect prohibited items in bags, coolers, and purses
