SUITE PARTNER HANDBOO

Transcription

1 2015 ARIZONA DIAMONDBACKS SUITE PARTNER HANDBOO

2 TABLE OF CONTENTS CHASE FIELD SUITES HOSPITALITY & BUSINESS DEVELOPMENT STAFF 1-2 ENTRANCE LOBBY AREA/CONCIERGE 2 DIAMOND (SUITE/CLUB) LEVEL CONCOURSES 2 SPECIALTY GRILLS AND LOUNGE AREAS 2 LEGENDS AND PARTY SUITES 3 HOSPITALITY AND PREMIUM SERVICES PHONE NUMBERS 3 EVENTS MONTHLY EVENT CALENDAR 4 SEASON SPORTING EVENTS 4 ENTERTAINMENT EVENTS 5 EVENT CANCELED/RESCHEDULED 5 HOURS OF OPERATION 5 EVENT POLICIES 6 FOOD & DRINK POLICY (COOLER POLICY) 7 TROUBLESHOOTING DURING AN EVENT 7 AMENITIES DUGOUT AND CLUBHOUSE SEATS 8 AOT SUITE CONFERENCE CENTER 8 SUITE PHONES 8-9 INTERNAL BALLPARK NUMBERS 9 TELEVISIONS 9 REFRIGERATOR AND ICE MAKER 9 TERRACE SEATING 9 COMPLIMENTARY PROGRAMS 10 SPECIAL NEEDS GUESTS 10 SMOKING 10 AUTOMATIC TELLER MACHINES 10 SPECIAL SERVICES 10 SCOREBOARD MESSAGES 11 ANNUAL SUITE PARTNER RECEPTION 11 USE OF SUITE FOR MEETINGS 11

3 TABLE OF CONTENTS ADMINISTRATION OF SUITE AUTHORIZED SIGNORS 12 INSURANCE 12 GUIDELINES 13 SUITE DOORS AND WINDOWS 13 INVOICES 14 TICKETS SUITE TICKETS 15 ORDERING OVERFLOW TICKETS 15 PICKING UP TICKETS 16 TICKETFAST 16 MAILING TICKETS 17 PAYMENT 17 REFUNDS OR CANCELLATIONS 17 STOLEN OR MISPLACED TICKETS 17 FOOD AND BEVERAGE IN-SUITE CATERING 18 ORDERING FOOD & BEVERAGE 18 ARIZONA BASEBALL CLUB 19 CONCESSIONS AND FAST FOOD 19 PARKING SUITE PARTNER PARKING 20 PARKING ATTENDANTS 20 SPECIAL NEEDS 20 MAINTAINING YOUR SUITE MAINTENANCE 21 CLEANING 21 DECORATIONS 21

4 CHASE FIELD SUITES HOSPITALITY & BUSINESS DEVELOPMENT STAFF The Arizona Diamondbacks Hospitality & Business Development Department is designed specifically to meet the needs of Suite Partners. The Hospitality & Business Development Staff are highly trained to assist the unique needs of Chase Field Suite Partners. They are ready to handle all of your questions and assist you in any way. They are responsible for the overall operations of the Suites. This includes overseeing all Suite Partner relationships and accounts, as well as license agreements and documentation, additional ticket orders and special requests, meeting planning for game and non-game days, and suite maintenance issues. The Hospitality & Premium Services Office is located on the Diamond (suite/club) Level across from suite 42. Your Hospitality & Premium Services Staff include: DINEY RANSFORD Manager, Hospitality & Premium Services (602) TIM MARTIN Manager, Hospitality & Business Development (602) E.A. MCDONOUGH Sales Executive, Hospitality & Business Development (602) JEREMY EISLER Sr. Executive & Team Lead, Hospitality & Business Development (602) REGINALD HINSON Account Executive Hospitality & Business Development (602) BRYAN WHITE Director, Event Services (602) Bryan s primary responsibilities include management of the event staff on the Diamond Level, providing assistance to Suite Partners and their guests when special circumstances arise during events, ensuring readiness of suite levels for each event, suites maintenance, safety issues, and various administrative duties. CAMERON WALTERS General Manager of Suites, Levy Restaurants (602) cwalters@levyrestaurants.com Cameron is responsible for the set up and service of food and beverage for all luxury suites, including refrigerator and cabinet lock status and par stock orders. He is the direct liaison for any questions about suite food and beverage orders, receipts and invoices. 1

5 CHASE FIELD SUITES JOHN FISHER Senior Vice President, Ticket Sales & Marketing (602) DERRICK HALL President & CEO (602) The Arizona Diamondbacks take great pride in providing the highest quality of service to our Suite Partners. In order to help make each event at Chase Field a pleasurable one, our helpful staff of Suite Event Supervisors and Suite Attendants will be there to assist you with all of your needs. Suite Attendants will be at designated points on the Diamond Level and are there to greet, direct and assist all Suite Partners and their guests upon arrival. Suite Attendants will also be positioned around the suite concourse should you require any assistance during an event. ENTRANCE LOBBY AREA/CONCIERGE The Diamond Level lobby is located directly off the attached Chase Field Parking Garage. Suite Attendants will be on the garage side of the bridge to take your ticket(s), and in the Concierge Lobby to greet you upon arrival and direct you to your suite. A Suite Attendant Concierge is also available in the lobby to assist you with game day questions, ticket orders for your suite, ticket will call, transportation arrangements or any other special requests. SPECIALTY GRILLS AND LOUNGE AREAS The Diamond Level features two specialty grill and concession areas located on the suite concourse, which are ideal options for individual food orders. The third base grill and concession area includes Burger, Burger and SteakOut Grill. The first base grill and concession area includes A-Zona Mexican Grill and Loaded Dogs. These spacious lounge areas are also perfect for pre-event relaxation or to take a break from the game action. Also on the Diamond Level is the Audi quattro Lounge, an open lounge area located between suites 49 and 50. The once closed-off suite level concourse now includes an open, spectacular view of the ballpark for our suite level guests. The lounge includes eight 60 HDTVs, comfortable seating and a full bar. The Lounge is another great spot to meet up with clients or guests pre-event. 2

6 CHASE FIELD SUITES LEGENDS PARTY SUITES & CONFERENCE CENTER In addition to 58 luxury suites, Chase Field also has Legends Suites and a Conference Center, two Dugout Suites, Batter s Box Suite, and a pool suite available on a single game/event basis. Two Party Suites are located on the suite level and an additional four Legends Suites are located in the upper concourse in the right field. All Legends & Party Suites have access to the Diamond Level and the amenities provided. These larger suites are perfect for pre-event entertaining and business meetings and are supplied with audio/visual equipment and full catering services. Suite Partners and Corporate Partners receive first priority on reservations for additional Suites. Please contact Diney Ransford at (602) for Legend Suite and single game suite reservation and price information. HOSPITALITY & PREMIUM SERVICES PHONE NUMBERS Hospitality & Premium Services Direct Fax Line (602) Levy Restaurants Food and Beverage Orders Order line (602) Fax (602) Arizona Baseball Club Reservations (602)

7 EVENTS MONTHLY EVENT CALENDAR During the D-backs regular season, on approximately the 15th of each month, an event calendar will be ed to you with the upcoming events for the following month. SEASON SPORTING EVENTS Each suite season ticket package includes the permanent terrace seats in your suite. Suite tickets will be available for distribution to Suite Partners prior to the start of each season. Additional overflow tickets may be purchased by an Authorized Signor. The total number of overflow tickets you may purchase equals up to one half of the permanent terrace seats in your suite. Overflow ticket pricing will be determined annually by the team, and is currently $21 per ticket. To order suite overflow tickets via the website, go to Please enter your username and password as follows; a) username is your first initial and last name all in lower case letters, i.e. bsmith for Betty Smith b) password is your first name only all in lower case letters, i.e. betty Once in the website, you can order suite overflow tickets for each D-backs home game. Step by step instructions to order suite overflow tickets are as follows: Go to Enter your username and password, then click submit Click on the month for the game you re ordering, click the green buy tickets for the game needed Fill out the D-backs Suite Overflow Information completely Click the submit button at the bottom of the form You will automatically receive a confirmation record to your address Hospitality & Premium Services will complete your suite ticket order accordingly Postseason tickets are offered as a separate package and are not included in the suite season ticket package. Pricing will be based on the total number of potential home playoff games and is determined by Major League Baseball. Overflow tickets are also available for playoff games. 4

8 EVENTS ENTERTAINMENT EVENTS Each year, Chase Field hosts a number of entertainment events in addition to D-backs games. Suite Partners will be advised of these events as they are booked. Entertainment events include musical performances, family shows and various motor sports competitions. Most entertainment events in the ballpark will require the Suite Partner to purchase the permanent terrace seats in their suite package. EVENT CANCELED/RESCHEDULED In the unfortunate circumstance of a show canceling or rescheduling for another date, Hospitality & Premium Services will provide Suite Partners with details regarding refunds or alternate performance dates. HOURS OF OPERATION Access to suites is available two hours prior to until one-half hour after each event. When there are multiple events on the same day, use of the suites prior to, and after each event, may be restricted as necessary to provide proper cleaning and security. All other access times to your suite may be prearranged with Hospitality & Premium Services. This would include use of the AOT Suite Conference Room within the AOT Suite Conference & Copy Center for meetings, sales presentations and business lunches or breakfasts. There is no charge to Suite Partners to use the AOT Suite Conference Center. 5

9 EVENTS EVENT POLICIES Each event in the ballpark establishes its own policies regarding audio and/or video recording and photography of the event. It is anticipated that most concerts will not allow recording of any kind, while sporting events typically allow audio as well as photography (no flash), but no video recording. Information on the specific policies of an upcoming event can be obtained from Hospitality & Premium Services. We expect Suite Partners to recognize and abide by all policies regarding photography, and the audio and video recording of events. During certain events, such as concerts or family shows, performers insist that the ballpark be dark in order to create the best possible atmosphere. Suite Partners will be asked to abide by the lights out rule for these events. This will often include television monitors. It is extremely important that this rule be adhered to without exception. Many artists will not go on stage unless the house is completely dark. During select events, such as concerts, for security reasons, all guests attending will be required to enter the ballpark via the main concourse. Bags, boxes, packages and briefcases will be checked at all entrances. The promoter has the right to request that purses be checked at all entrances as well. No persons under the age of 21 years old are permitted in the suites unless accompanied by a supervising adult. It is unlawful for persons under the age of 21 years old to consume alcoholic beverages. The use of any unlawful drugs is strictly prohibited. Glass bottles must remain inside the suites. If a guest wants to leave the suite with a drink, they must pour their beverage into a disposable cup, which are provided in each suite. Suite Partners are asked to refrain from throwing any object into the audience or onto any playing field or stage. Suite Partners are responsible for the conduct of their suite guests at all times. 6

10 EVENTS FOOD & DRINK POLICY (COOLER POLICY) To accommodate our fans, while striving to maintain maximum levels of safety and comfort, Chase Field will adhere to the following policy: Soft coolers containing food in a clear plastic grocery style bag will be allowed into Chase Field, but they must be able to fit under a standard seat and may not exceed 11 x 11 x 15 in dimension. Only non-flavored/non-carbonated water in sealed, plastic water bottles or empty plastic water bottles will be allowed, as will sealed single-serving juice boxes and formula/baby food. No metal or glass containers for food or beverages will be permitted. Thermos containers and similar items will not be allowed. Guests with medical needs or other special needs that cannot be met under this policy are encouraged to contact our Disability Services Manager at (602) The D-backs reserve the right to inspect any items brought into Chase Field. Specific gates will be utilized for patrons bringing food, beverages and containers into the ballpark. TROUBLESHOOTING DURING AN EVENT If a problem arises at any time while at the ballpark, please notify a Suite Attendant immediately. In addition to Suite Attendants, the Event Manager and Event Supervisors are on duty to assist Suite Partners and their guests in any situation. If you have any questions or concerns related to catering, please notify your food server at extension 3999 for prompt attention. If there is a medical emergency, please call 2444 on your suite telephone and/or immediately notify Hospitality & Premium Services at Paramedics are on site for every event. Phone numbers are posted in each suite. 7

11 AMENITIES DUGOUT AND CLUBHOUSE SEATS As a Suite Partner, one of the most popular amenities offered to you is the opportunity to watch the D-backs up close and personal, inches from the action. Owners of a suite leased prior to the opening of the ballpark were offered a one-time option to purchase additional season tickets in the lower level. Guests using lettered sections A-S have access to the Diamond Level, including the Arizona Baseball Club. Dugout Box, Clubhouse Box and Homeplate Box tickets are designated as such directly on the ticket to assist in their identification. If you d like to purchase seats in this area at a special Suite Partner rate, please call Diney Ransford at (602) AOT SUITE CONFERENCE CENTER The AOT Suite Conference room within the AOT Suite Business & Copy Center is available for Diamond Level ticket holders to reserve on both game and non-game days throughout the year. It is located across from Suite 42 in the Hospitality & Premium Services Offices and features a spacious conference room, which includes a table capable of accommodating up to 16 people as well as a TV/VCR/DVD combo, projector and screen for PowerPoint presentations. It also includes wireless internet access, a copy machine and fax machine. A unique setting for your off-site meeting, the AOT Suite Conference room is available on a first-come, first-served basis. Due to the popularity of the AOT Suite Conference Center, we suggest making a reservation to ensure access to the conference room. In addition, Levy Restaurants is available to assist you with any food and beverage needs you may have for your meeting. On game days, the AOT Suite Conference Center hours are typically two hours prior to game time through one half hour after the end of the game. Exceptions for earlier use can be arranged through Hospitality & Premium Services. The AOT Suite Business Center is also available to use on non-game days throughout the year. Hours will be Monday through Friday, 8 a.m. to 5 p.m. or by appointment. SUITE PHONES Telephones are installed in every suite providing a direct line for incoming and outgoing calls. Your suite extension number is available from Hospitality & Premium Services. All phones allow local outgoing calls to be made, however, the type of access for long distance calls is determined by the Suite Partner. Two options for long distance calls are available to choose from: Unrestricted, world-wide dialing capabilities are allowed in your suite. If you select this option, any phone charges incurred are invoiced via your suite account. 8

12 AMENITIES Long distance calls are restricted, however, they are acceptable when used with an authorization code or calling card. The Suite Partner is issued an authorization code which is used to place long distance calls. If this option is selected, phone charges are invoiced via your suite account. To place a call to another extension within the ballpark, dial the last four digits of the number. To reach an outside local number, dial 9 and then the number you wish to reach. If your call is recognized by the telephone switchboard as a long distance call, you will hear three beeps and a second dial tone, at which time you enter your authorization code to complete the call. To place a long distance call using a calling card, dial 9, O and then the area code and number you wish to reach. In addition to your suite, phones are also conveniently located in the Hospitality & Premium Services Office. INTERNAL BALLPARK NUMBERS Chase Field Switchboard Operator 0 Information Operator 9-0 TELEVISIONS Each suite is equipped with two television monitors. One monitor, located above the terrace seats, provides an excellent view for instant replays, ballpark and D-backs videos. The second monitor is located within the living area of the suite, providing the opportunity to view another sporting event or show. Each television has access to several satellite channels as well as our in-house ballpark channel. For selected events, such as concerts, family shows, etc., you may experience a blackout of televisions in order to enhance the event. This occurs at the request of the promoter or performing artist and the monitors are unavailable for the duration of that performance. REFRIGERATOR AND ICE MAKER To keep beverages cold, your suite comes with two locking refrigerators and an ice maker. TERRACE SEATING Each suite is configured with permanent, theater-style seats on the terrace overlooking the field. Two of the terrace seats are movable to facilitate their removal in the event wheelchair seating is necessary. 9

13 AMENITIES COMPLIMENTARY PROGRAMS Complimentary programs are provided to each suite for all D-backs games. Game notes and statistics are also provided and available at the Concierge Desk and in the Hospitality & Premium Services Office. SPECIAL NEEDS GUESTS Chase Field has been designed to accommodate the needs of people with disabilities. Each suite allows wheelchair seating in the terrace section of the suite. Two terrace seats are removable and may be moved out of the back row to accommodate a wheelchair. Wheelchairs are also available from the ballpark on a temporary basis to transport guests needing assistance to your suite. To make arrangements for the use of a wheelchair, contact Hospitality & Premium Services prior to the event. In addition, assistive listening devices are available for hearing impaired guests upon request. SMOKING Chase Field is designated as a non-smoking facility. For those guests wanting to smoke, designated areas outside the ballpark are located at areas: Outside of Gate A (north plaza) Outside of Gate J (east) Outside of Gate K (northeast) As these locations are outside the ballpark, you will need your bar-coded ticket stub to re-enter. Smoking is not permitted in any of the seating areas, general concourses, suites or restrooms. AUTOMATIC TELLER MACHINES For your convenience, there are seven (7) Automatic Teller Machines (ATMs) operated and maintained by Chase located in the ballpark, including one on the Diamond Level, which is in the lobby area. Other ATM locations include: on the Main Concourse across from the Team Shop at portal , across from portal near the Rotunda, across from section 103, across from section 115, outside of Gate E (west entrance), and on the Upper Concourse outside section 325. SPECIAL SERVICES The Hospitality & Premium Services staff can assist with any unique needs you may have when entertaining guests or clients. From flowers or decorations in your suite to purchases from the Team Shop, you can make arrangements through Hospitality & Premium Services to have items in your suite prior to your guests arrival. Should you need a limo or taxi cab, our staff will be happy to arrange for one after the event. 10

14 AMENITIES SCOREBOARD MESSAGES Personal messages celebrating a birthday, anniversary, or welcoming a client can be displayed on the scoreboard during games. Messages are a $100 donation to the Arizona Diamondbacks Foundation, and run at the end of the 4th inning. Messages can be up to 10 words or 75 characters in length. Please note that messages are subject to availability therefore require at least a three day advance notice. The $100 donation includes a digital photo of the message sent to your weeks after the game. All scoreboard messages may also be purchased online at scroll over to Fans, then scroll down to Fan Forum, the scoreboard message link is on the left hand side of the page. For more details, please call the Scoreboard Request Hotline at (602) ANNUAL SUITE PARTNER RECEPTION & MENU TASTING EVENTS Each year prior to the D-backs season opener, the D-backs host Suites, Seats & Eats for all Suite Partners. This reception allows us to thank you for your support and gives suite owners and administrators a chance to preview new food and beverage items being offered for the upcoming season. At the reception, your D-backs suite season tickets and parking passes are available for pick up. USE OF SUITE FOR MEETINGS Admittance to your suite during non-event times is available to conduct meetings, sales presentations, business lunches, etc. Please prearrange with Hospitality & Premium Services to ensure accessibility. 11

15 ADMINISTRATION OF SUITE AUTHORIZED SIGNORS To guarantee that your exclusive rights are not abused by others, it is requested that Suite Partners submit in writing the names of individuals authorized to charge to their suite account. These people, referred to as Authorized Signors, are able to conduct suite business such as order tickets, order food and beverage, etc. Authorized Signors will be kept on file to verify authorization for purchases or billing to a suite. You may also restrict the limits of individual Signors. For example, you may request an individual have authority to order food and beverage but not tickets. Simply state this on your signature form or accompanying letter. Hospitality & Premium Services requests an updated list of Authorized Signors once a year. If the list of Authorized Signors requires updating during the year, fax changes to (602) , or dransford@dbacks.com. Any changes must be authorized by an existing Authorized Signor. Authorized Signors can also be identified for a temporary situation. If the primary contact person handling the suite is absent, you may wish to place an individual as a Signor for a limited period of time (i.e. from the first through the 15th of the month to cover vacation). You may also identify individuals to act as hosts of your suite and as Signors for only one particular event. INSURANCE Each Suite Partner is responsible for liability insurance on the suite. If two or more companies lease a suite in partnership, all partners within the suite must be insured. Partners may desire to purchase insurance individually or appear on one certificate listing all partners as insured. A copy of your current Certificate of Insurance should be sent to Hospitality & Premium Services each year when renewed. At least once a year, all suite insurance is reviewed by Maricopa County auditors. You will be notified at that time if any changes are necessary. A sample Certificate of Insurance is available from Hospitality & Premium Services. 12

16 ADMINISTRATION OF SUITE GUIDELINES The following guidelines are provided to assist in the successful operation of your suite: Guests should carry their suite tickets with them at all times. To ensure all Suite Partners exclusivity and privacy, guests are invited to your private suite via your suite tickets. However, this does not allow access into other occupied and/or unoccupied suites. No persons under the age of 21 years old are permitted in the suite unless accompanied by a supervising adult. The use of any unlawful drugs is strictly prohibited. Guests are asked to refrain from throwing any object into the audience or onto any playing field or stage. Suite Partners are responsible for the conduct of their suite guests at all times. If there is a medical emergency, please call 2444 from inside the suite and/or immediately notify a Suite Attendant. If an item is left in the suite you may contact Hospitality & Premium Services for assistance with lost and found items. Please provide a description of the item and the date it was left. SUITE DOORS AND WINDOWS Upon arrival to the suite, your suite lights, TVs, and rolling terrace/garage door will be open. The front door will remain locked and closed until the first suite guest(s) arrive holding a ticket to your suite. It is highly suggested that Suite Partners have a host and/or contact person attend each D-backs home game to control the operation of your suite. 13

17 ADMINISTRATION OF SUITE INVOICES One convenience offered only to Suite Partners is the ability to bill or invoice tickets for D-backs home games to your suite account. Purchases of overflow tickets to D-backs games may be billed to a suite account which is current and in good standing. Simply request the tickets be billed to your account when the initial order is placed. Invoices reflecting the ticket orders are mailed one to two weeks after the order is placed and are due upon receipt. Questions concerning these invoices should be directed to the Suite & Club Ticket Coordinator at (602) Suite Partners with invoices over 30 days past due will receive notification by phone and also confirmation in writing. Should invoices reach 60 days past due, the purchase of additional overflow tickets to the suite will be available on a credit card basis only. The D-backs reserve the right at that time to suspend overflow ticket privileges based on payment history. For those suites with invoices which are 90 days past due, all sales of overflow tickets to the suite will be suspended, pending full payment of the account. Twice a year, on or about October 1 and February 1, invoices for your Suite License Fee (lease payment) are mailed and due within 30 days. Questions concerning these invoices should be directed to Diney Ransford at (602) or dransford@dbacks.com. Suite Partners whose invoices are 30 days past due for the Suite License Fee will receive notification by phone with confirmation in writing. Suite accounts must be in good standing prior to distribution of suite tickets and parking passes at the Suite Partner Reception. 14

18 TICKETS SUITE TICKETS Each suite receives a fixed number of terrace tickets for D-backs home games. These regular suite tickets represent seating on the suite terrace. Although the tickets are numbered, the terrace seats are open for your guests as first come first serve, unless other arrangements have been made by the individual Suite Partner. All suite tickets are bar coded. It is highly recommended that Suite Partners keep a record of which ticket numbers are distributed to which suite guest(s). Resale of suite tickets is prohibited. Suite tickets to the Arizona Diamondbacks games are available for pick up (or mailed) prior to the beginning of each season. Other types of events such as concerts, family shows, sports competitions, etc. have tickets mailed prior to each event as it occurs. It is important that the Suite Partner keep an updated mailing address on file with Hospitality & Premium Services. Updates or changes to your mailing address can be sent via fax to (602) or to dransford@dbacks.com. Suite Partners will be offered the opportunity to purchase regular suite tickets to all home playoff games for the D-backs. An invoice for the playoff package is mailed to each Suite Partner. Playoff tickets ordered for games that are not played due to elimination or loss of home field advantage will be refunded. The method of refunding will be similar to the type of payment received, i.e. credit card or check. ORDERING OVERFLOW TICKETS An additional number of tickets per suite may be purchased by an Authorized Signor. These are known as overflow tickets. To order overflow tickets, you may fax your order to (602) , order via the website or call Diney Ransford at (602) Tickets will be charged to a credit card (VISA, Mastercard, American Express, or Discover). For your convenience, credit card information can be kept on file to use for overflow ticket orders. Tickets for D-backs games may also be billed to your suite account. If placing your order by phone, several pieces of information are needed at that time: Your suite name and number The event and date The number of tickets & whether tickets will be picked up or mailed Name of the person picking up the tickets (will call) Credit card number, expiration date, and cardholder name; or suite billing information Your name and phone number as Authorized Signor 15

19 TICKETS Please note that all guests in your suite must have a suite ticket. Children 2 years of age and younger do not require a ticket to enter the ballpark. Children 3 years and older are required to have a ticket. PICKING UP TICKETS In order to best utilize and control tickets, the Suite Partner is responsible for distribution of suite tickets. Suite Partners may leave tickets for their guests at the Will Call windows, located at the main ticket office on the west side of the ballpark. Or, they may instruct that the tickets be left at the concierge desk on the Diamond Level, just off the parking garage bridge entrance lobby. Leaving them at the concierge desk is beneficial when guests are parking in the attached garage. Tickets will be ready for pick up after 2 p.m. the following day the order is placed. Ticket orders placed on the day of an event will be ready for pick-up when the gates to the ballpark open. To ensure that tickets are released to the proper individual, please inform your guests that photo identification is required to receive tickets. If the original person named on the order cannot obtain the tickets, the Authorized Signor, who originally placed the order, should call and change the name of the person picking up the tickets. Tickets will not be released to another individual. You may use courier services or employee runners to pick up your tickets. If the tickets are not left under the courier service (or runner) name, they will need a letter authorizing pick up. Included in this letter should be the name of the person the tickets have been left under. See sample below. Courier Pick Up Authorization This letter authorizes (name of courier service or runner) to pick up Suite Will Call tickets left in the name of (person s name or Suite Partner company name) in suite # for the following event (name of event/game) dated (date of event/game). Authorized Signor Signature Date TICKET FAST You can choose to have your suite overflow ticket(s) ed directly to you. This quick and easy option allows you to print out and distribute the suite overflow tickets to your suite guest(s) or forward the ticket(s) on to your suite guest(s). Simply select TicketFast when placing your order and provide your address. Once the tickets are processed, they will be ed to you. Generally, TicketFast orders can be turned around quickly, but please allow 1-2 business days for processing. 16

20 TICKETS MAILING TICKETS Your overflow ticket order may be placed far enough in advance to allow us to mail the tickets to you. At the time the order is placed, simply alert us that you wish to have the tickets mailed rather than left at Will Call. Allow 10 working days for ticket orders to be mailed. PAYMENT Most major credit cards (VISA, Mastercard, American Express, Discover) are accepted for payment for your overflow or playoff tickets. If you prefer, credit card information can be kept on file with Hospitality & Premium Services to accommodate the process of ticket ordering. In addition, tickets to D-backs games can be billed to your suite account. If questions arise regarding the billing of tickets, allow two weeks for research regarding the ticket charges. If the charge in question is on a credit card statement, a copy of that statement, along with a written request, is required to expedite the process. REFUNDS OR CANCELLATIONS There are no refunds or cancellations once a ticket has been printed. If your guest is not able to attend the event, we suggest that another guest be invited. You can contact Hospitality & Premium Services, and we will change the name at Will Call to accommodate this replacement. STOLEN OR MISPLACED TICKETS Tickets to events at Chase Field are valuable items and we recommend you keep them in a secure place. Lost or stolen tickets can be replaced only under the conditions set forth by D-backs management and only to the Suite Partner on record. Reports of stolen tickets must be accompanied by a police report indicating the circumstances of the theft. Stolen tickets (with a police report) will be replaced without additional charges. If tickets are lost or misplaced, you may contact Hospitality & Premium Services about suite ticket re-prints. All tickets are bar coded, so it is important for Suite Partners to have a record of which ticket numbers were issued to each suite guest. Re-printed tickets are meant to assist the Suite Partner in extreme circumstances. The option to issue re-prints is a privilege and may be suspended due to abuse by the Suite Partner. 17

21 FOOD & BEVERAGE IN-SUITE CATERING The opportunity to entertain clients in your suite at a D-backs game with a fully catered banquet is an important attraction for Suite Partners. All food and beverage orders for in-suite catering are placed through the ballpark s food service division, Levy Restaurants. Suite guests may also purchase food & beverage at any of the numerous concession stands and bring it back to the suite. Suite Partners and their guests are required to honor and obey all state and local laws governing the sale, possession and consumption of alcohol. Suite Partners are asked to encourage their guests not to drink and drive. We suggest a designated driver program. A Suite Attendant will be happy to arrange cab service for any Suite Partners or their guests should that be necessary. The opening of your upper cabinets and refrigerators is controlled by Levy Restaurants. If you need assistance during an event, contact your food server at 3999 from the phone inside the suite. Only an Authorized Signor can request to unlock the upper cabinets and refrigerators. ORDERING FOOD & BEVERAGE Prior to the beginning of each D-backs season, a new in-suite menu is published by Levy Restaurants. This menu represents one of the largest and diverse food and beverage offerings available to Suite Partners. It includes appetizers, snacks, salads, sandwiches, entrees, specialty carts, desserts and beverages. Orders can be placed online at or by contacting Levy Restaurants Guest Relations directly at (602) You are asked to place orders by 2 p.m. two business days prior to the event. If the deadline has passed and you would like to place an order for food, a limited selection of items may be ordered from the Day of Event menu during the event by contacting your food server or dialing 3999 from the suite phone. Advance orders may be placed using a credit card or direct billing to your suite account. Billing to a suite account is available only to Authorized Signors. Questions regarding suite invoices or credit card billings for food and beverage can be directed to Amanda Jones with Levy Restaurants, at (602) or ajones@levyrestaurants.com. No alcoholic beverages are permitted outside of the ballpark. Signs are posted at each exit notifying guests of this state regulation. 18

22 FOOD & BEVERAGE ARIZONA BASEBALL CLUB The Arizona Baseball Club is a fine dining experience in a sports setting. Reservations in the stunning dining room are accepted for all D-backs games and other selected events and can be made by calling (602) The Arizona Baseball Club, overlooking the field, is a great place to relax and take in the action or place single drink orders. The Club is open to all ticket holders. Suite Partners will receive preferred seating options until 24 hours prior to the game date. CONCESSIONS AND FAST FOOD For a change of pace, concession stands and fast food outlets are located on both the main concourse and the upper concourse of the ballpark. 19

23 PARKING SUITE PARTNER PARKING One of the convenient things about owning a suite is knowing you will have a place to park when you arrive for an event. If you are running a little late or have an important client to meet, your guaranteed parking spaces can be crucial to catch the first pitch. Each suite receives two reserved parking spaces in the Chase Field Garage, which are specifically numbered and assigned to that suite. The suite also receives one unreserved space where the Suite Partner can use any space available in the garage not marked as a reserved space. To control entry to the Chase Field Garage, two reserved space parking booklets, with one access pass for each home game, will be issued. Another parking booklet will be issued allowing access to the unreserved space. PARKING ATTENDANTS Our parking attendants may ask to see the passes of all parkers using reserved spaces to assure that they are in the correct spot. If an unauthorized vehicle is parked in your reserved space, notify a parking attendant immediately, and we will locate a place for you to park. The violating vehicle will be cited and a record maintained of the vehicle. Repeat offenders will be immobilized and/or towed from the garage. SPECIAL NEEDS If you have a guest who may require special assistance or parking arrangements, please contact Hospitality & Premium Services in advance. We will make every effort to accommodate those with unique needs. 20

24 MAINTAINING YOUR SUITE MAINTENANCE The maintenance of all facility-owned furniture and fixtures is the responsibility of the ballpark. Those Suite Partners who have chosen to furnish their suites with custom artwork or pictures will be responsible for the upkeep of those particular items. An ongoing preventative maintenance check of all suites is performed by Hospitality & Premium Services during the year. However, you may discover an item which needs attention. If you encounter any maintenance problems while attending an event, please bring them to the attention of a Suite Attendant. During all events, there is an employee on duty who can provide assistance. During non-event times, contact Diney Ransford to record your maintenance request. CLEANING Cleaning of your suite occurs after each event. During events, members of the Operations Department are available to clean spills, empty trash, etc. For assistance, please contact a Suite Attendant. DECORATIONS You are encouraged to bring in items such as artwork, paintings, silk plants, sculptures, etc. to enhance the decor of your suite. Corporations may choose to provide their own napkins, plastic cups, etc. with their company logo on them as a means of corporate advertising. Any type of structural change, such as chair railing, furniture, installation of shelves, cabinets, etc. must be approved in advance by the ballpark. Contact Diney Ransford for details. 21