RBC Canadian Open
Spectator Services
RBC Canadian Open
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RBC Canadian Open
Spectator Services
COMMITTEE DESCRIPTION
The Spectator Services committee is a dedicated group of customer service oriented volunteers that will be
working very close with the public in various capacities. The main duties include Admissions, where daily tickets
are sold at the entrance to the course; Check Stands, where spectators can securely store personal items; Will
Call, the distribution of advance ticket purchases; Special Services, for spectators who require assistance on the
grounds; Programs and Pairings, which delivers information around the course; and Special Services, which
provides rides and seating for guests with a disability.
The committee should operate under the supervision of the Chair and two Vice Chairs. If possible, the Chair of
the Spectator Services committee should be a member of the host facility and have experience working in
customer relations.
Ideal number of volunteers:
60 (may require more dependent on set up at host Club)
COMMITTEE FUNCTIONS
Handicap Accessibility and Assistance
This includes provision for designated handicap parking, shuttling to and from the golf course as well as
transportation to designated viewing areas around the golf course. Designated viewing areas are limited to
wheelchair accessible locations typically around the clubhouse.
A limited number of parking spaces for the physically challenged will be available in a designated lot on a firstcome, first-served basis; no advanced reservations will be taken. A valid handicap sticker must be present to
gain access into the lot. Once the designated parking spaces are full, spectators will be required to park in the
public lot. All spectators in wheel chairs will be required to have a ticket to access the grounds of the golf
course. An individual assisting a wheel chair bound spectator will also be required to purchase a ticket to gain
entry into the tournament.
The Special Services committee will be responsible for handling the transportation of spectators with disabilities
while on-site. Transportation of these individuals will be via golf cart. The shuttle service will be limited to
transporting spectators with disabilities to designated seating areas around the golf course. The committee is
neither responsible nor permitted to shuttle spectators with disabilities around the golf course. The committee
will work with the Communications Committee to handle all requests in a timely and orderly fashion.
Spectators with disabilities may bring their own motorized transportation to the golf course. Its use is strictly
limited to spectators with disabilities. The use of such transportation is subject to the following regulations:
a. The motorized transportation must be powered by an electric motor and accommodate one
person.
b. The motorized transportation shall only be driven on such areas of the golf course as directed
by the tournament officials and may be restricted in certain spectator areas.
c. Spectators with disabilities that utilize motorized transportation shall follow the same rules of
etiquette that apply to all spectators at the tournament.
Hole Shuttle
 After dropping off an individual to a designated location, provide spectator with a ‘Pick Up Request
Card’ (these cards will be provided by Golf Canada and will indicate the communications phone
number). Communications will be in contact with the Special Services Chair to inform Special Services
of a pickup.
 Note: Special Services is not a ‘taxi’ service, individuals are only to be dropped off and picked up at
designated areas pre-determined by Golf Canada.
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Roles within Spectator Services
 TICKET SALES/WILL CALL
 Help greet and direct the spectators

Sell tickets to the public

Distribution of advance ticket purchases (Will Call)

Fulfillment of promotional ticket offers (i.e. WagJag or Costco)
Any customer complaints or problems should be directed to a Golf Canada staff member or the volunteer
chairperson.
If you are not sure of an answer to a spectator question, ask the Golf Canada staff member for help or contact
the communications trailer.
 CHECK STAND

Collect any items that are not allowed on the course property. (e.g. oversized items, food, cameras)
from spectators

Return prohibited items to spectators once they leave course
 PAIRING SHEETS

Distribute pairing sheets to various locations around the course
*HAVE FUN AND ENJOY THE EXPERIENCE*
 TICKET SALES

Daily admission tickets are sold at ticket booths placed at specific entrances to the golf course. Cash,
Visa, MasterCard, American Express and debit cards will be accepted for the purchase of tickets or
badges.

The duties and responsibilities of Volunteers assigned to Ticket sales are essentially as follows:
1) Sell Admission tickets using all payment methods at gate (cash/debit/credit).
2) Exchange Print@Home and Anyday vouchers at the gate.
3) Process sale of tickets received by fax in Admission trailer (credit card only).

The admissions area located at the entrance will contain:
1) Inventory of tickets.
2) Cash boxes containing cash floats.
3) Work area to do reconciliations, etc.
4) Phone lines and credit card lines.
5) Inventory of supplies (paper, pens, etc.)
6) Credit card machines with debit capability.
7) Spectator re-entry stamps.
8) Computers and scanners to check in print at home tickets
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
Security will be responsible for checking Spectators for tickets and prohibited items; Spectators with
prohibited items will be directed to the check stands.

Security will be located on the golf course grounds immediately after the Admission Gate.

Ticket sales, will call and check stand will be located at the Admission Gate.

Children 17 years and under are to be admitted free to the grounds when accompanied by a ticketed
adult. (Discretion is to be exercised on age and number of children admitted with each accompanied
adult; the general policy is a maximum of one child for each accompanied adult.)

Volunteers manning the Admission Gate on the first shift starting at 7:00 hrs are expected to be on
duty at the respective gates at 6:45 hrs.

In the interest of accounting, the number of daily tickets sold must be carefully recorded. For security
reasons, a Golf Canada staff member will frequently pick up the money collected at the ticket counter.
 CHECK STAND

Check Stand is a secure area that allows spectators to check in their personal or prohibited belongings
prior to entering the grounds. These items are tagged, marked, organized and stored in the Check
Stand area.

Note: By informing Spectators at the respective parking lots as to what articles are not allowed on the
golf course grounds, so that such articles can then be returned to their vehicles, Golf Canada is
confident that the space provided in the respective area will be sufficient for the checking of nonallowed articles.

The responsibility for directing Spectators to the Check Stand area to check articles is Security. The
volunteer staff at the Admission Gate is not responsible for the confiscation of non-allowed articles.

A numerical sequence tag, entitled “Golf Canada Claim Check”, will be issued for each article checked
and inventoried in the respective check stand area. The claim checks are to be maintained in
numerical sequence.

Articles can be claimed on presentation of the claim check. Articles not claimed at the end of the day
from Monday to Saturday will be moved to the Security trailer for overnight storage and returned the
following day to the Check Stand. Articles not claimed by Sunday evening will be taken into custody by
Golf Canada.

To claim articles for which the claim check has been lost, the owner must prove ownership and supply
appropriate identification eg. Photo ID, etc.

Note: If a problem develops with a Spectator concerning custody of an article, the matter should
immediately be referred to the Golf Canada representative present.

The Claims Check function is to remain open one half hour after play is complete.
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 WILL CALL

Will Call is a drop-off and pick up counter in which customers leave admission badges/tickets and
deliveries for other guests. Will Call will be located at the admissions gate and is open from 7:00 a.m.
to 7:00 p.m.

In addition to the main Will Call area, guests (particularly our corporate guests) may use one of the
many Will Call Boxes distributed throughout the grounds to drop off their tickets. These tickets are
collected several times throughout the day and brought to the appropriate Will Call area to be
alphabetically organized and then picked up.

In submitting badges to Will Call the following must be clearly written on the outside of the envelope:

1. The last and first name of the guest picking up the tickets.
2. Designate company (if applicable), and telephone number
3. The last and first name of the person dropping the tickets off.
In order to claim a Will Call envelope, spectators must present photo ID. Once the customer has
verified the tickets have them sign the envelope and then file it in the picked up bin.

If a Will Call designate appears to collect an envelope and no envelope is on file, a designated Golf
Canada representative should be contacted immediately.

A golf cart will be available on an as needed basis to the Volunteer responsible for collecting the
contents of Will Call lock boxes.

The Will Call Center will be assigned public and private telephone numbers (and these numbers will, as
appropriate, be made public). Will Call envelopes are estimated to average up to 500/day (with the
maximum volumes occurring in the Thursday to Sunday period).
 PAIRING SHEETS

Pairing Sheets provide important tournament and course information to spectators, and are found at
various locations around the course

The locations need to be checked regularly to see if sheets need to be replenished

The inventory of pairing sheets will be located around the admissions area

Pairing sheets will be dropped at the course every morning prior to play
Will Call
Notes to help prevent and resolve missing tickets
Important notes:




Ensure envelopes are filled out in the following format: Last Name, First Name
Ensure the printing is clear and the spelling is correct
Ensure that envelopes are filed correctly by last name in alpha order
At least once per shift take the opportunity to look through the bins to ensure all envelopes are in the
correct alpha order.
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Check list to help find an envelope:




Check through the entire Letter Section of the last name in case the name was spelled incorrectly or it
was misfiled.
Check that the envelope is not misfiled under the first name
Check that the envelope is not filed under the company name
Check that the envelope is not filed under the name of the person who left the envelope
If all of the above items have been completed and the envelope still cannot be found:
o
o
If they purchased the tickets – check Tixhub as the order may have potentially not yet
been filled
If someone was leaving the tickets for them – have them call that person to ensure that
the tickets have indeed been dropped off and if so to confirm the name that they were left
under
Ticket Sales:
For every ticket given out one of the following transactions must occur:
 Payment received via cash, credit card or debit card payment
 Anyday voucher received in exchange
 Fill out the complimentary sheet
o Golf partners who get free tickets must sign in each day and present their member card and
photo ID
 Our partners are: CPGA, CGSA, NGCOA, CSCM, IAGA
o Day pass only, no weekly badges
o Card holder and 1 guest
Juniors 17 and under are free to the grounds when accompanied by a ticketed adult – No ticket will be
provided for Juniors
Moneris Credit Card/Debit card instructions:
When customer presents you with a credit/debit card
1. From the menu select “Debit & Credit”
2. Key in amount – there are no decimals on the machine so $100.00 would be keyed in as 10000, press
OK button
3. Swipe or insert card at bottom of the machine (debit cards & credit cards with chips need to be
inserted)
4. For a swiped credit card transaction – wait for approval – merchant copy will print – obtain customers
signature.
5. Press OK button to print out customer copy.
6. For a debit card or credit card transaction with a chip – hand machine to customer and ask them to
key in their PIN number. This occurs after step #2. No signature is required for a credit card where a
PIN number was entered.
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Manually keying in credit card transactions (orders from sales center)
1. From the menu select “Debit & Credit”
2. Key in amount – there are no decimals on the machine so $100.00 would be keyed in as 10000, press
OK button
3. Key in credit card number, press OK button
4. Key in expiry date – no slashes, so for example Jan 2013 would be keyed in as 0113, press OK button
5. Key in CVV#, press OK button
 If you do not have the validation code, simply press OK.
 When the "Code present?" selection screen appears, select No.
6. Wait for approval – merchant copy will print
7. Press OK button to print out customer copy
At the end of the shift before closing the box a merchant subtotal must be printed.
1. Hit the 4th purple key from the left
2. Then press F4 – merchant subtotals
COMMITTEE INFORMATION (SUMMARY OF TERMS)
Ticket & Corporate Sales Information
There is a wide range of tickets available to both the public and corporate buyer. All tickets can be ordered
through Golf Canada Sales Office at 1-800-571-6736 or www.rbccanadianopen.com
Here is a sample list of tickets that are typically available:
Any Day Ticket Vouchers
These tickets allow access to the grounds on any one day of the championship. Ticket prices for Monday –
Wednesday are different from those during Championship Play (Thursday – Friday).
Golf Canada House
These passes provide you a full week of grounds access as well as admittance to the exclusive Golf Canada
House. Built to evoke a clubhouse environment, Golf Canada House is your on-course lounge with a panoramic
rooftop view of 6 holes including the 1st hole and driving range. Includes upgraded food and beverage for
purchase, reserved washrooms, complimentary parking passes.
Skyboxes
Perched around the golf course, skyboxes provide guests with an unparalleled view of the most challenging
holes. Amenities include an allotted amount of daily passes, daily parking passes, signage identifying company,
souvenir programs and pairing sheets delivered daily, daily housekeeping and close circuit TV.
Marquee Suites
Marquee Suites offer the corporate client a spacious and comfortable environment to host up to 70 guests per
day. Amenities include 70 passes per day, 35 parking passes per day, signage identifying company, souvenir
programs and pairing sheets delivered daily, washroom facilities, 24-hour security, daily housekeeping and
close circuit TV. Food and beverage costs are additional and arranged through the tournament caterer.
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HOURS OF OPERATION
Admissions
Tournament Week
Monday – Sunday
7:00 A.M – 4:00 P.M.
Will Call
Tournament Week
Monday – Sunday
7:00 A.M – 7:00 P.M.
Check Stand
Tournament Week
Monday – Sunday
7:00 A.M – 7:00 P.M
Special Services
Tournament Week
Monday – Sunday
7:00 A.M – 7:00 P.M
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