Emirates Stadium Operation Plan
Contents
Section 1:
1. LICENSING OVERVIEW
Section 2:
2. MANAGEMENT STADIUM INSPECTIONS
3. TV PROCEDURES
4. CLEANERS
5. CATERERS
6. PROGRAMME SELLERS
7. BETTING FRANCHISE
8. MECHANICAL & ELECTRICAL CONTRACTOR
9. CONFIGURATION OF STADIUM
10. PITCH ARRANGEMENTS
11. STEWARDS ENTRY PROCEDURES
12. MATCHDAY PARKING SCHEME SIGNAGE
13. ELECTRONIC ADVERTISING BOARDS
14. CAR PARK
15. PLAYERS ARRIVAL AND DISPERSAL
16. MATCH OFFICALS
17. MEDICAL STAFF ARRIVAL
18. HYDRAULIC BOLLARD OPERATION
19. SEARCHING
20. STADIUM OPENING
21. EXIT GATE OPENING
22. EJECTION PROCEDURES
23. CONTINGENCY PLANS
24. CLOSEDOWN PROCEDURES
25. VISITORS DISPERSAL
26. PRESS ENTRY PROCEDURES
27. DISABLED PROCEDURES
28. FAMILY ENCLOSURE
29. CAR PARK DISPERSAL
30. GENERAL DISPERSAL
31. HANDOVER TO SECURITY
32. TICKET ALLOCATION
33. POLICE
34. STEWARD ALLOCATION
35. SPECTATOR ADMITTANCE
36. STEWARDS ROOM OPERATION
37. STEWARDS SUPERVISOR BRIEFINGS
38. STEWARD SECTION PROCEDURES
39. STEWARD PDA PROCEDURES
40. STEWARDS DUTIES
41. PASS SYSTEM
42. LIFT OPERATION EVENT DAY
43. SHUT DOWN
44. GENERAL
45. REVIEW
Section 3: PROCEDURES FOR NON MATCHDAY FUNCTIONS
46. FUNCTIONS OPERATIONAL PLAN
46.1.
Podium
46.2.
CCTV
46.3.
Searching
46.4.
Medical Incidents
46.5.
Cleaning
46.6.
Maintenance
46.7.
Car Parking
47. FUNCTIONS CHECKLIST
47.1.
Turning on Lights & heating
47.2.
Opening Room
47.3.
Room Set Up/Rig
47.4.
Cleaning & Maintenance
47.5.
Public Access
47.6.
Car Parking
48. DURING THE EVENT
48.1.
Security / Stewarding
48.2.
Emergency Exit Routes
49. POST EVENT
49.1.
Public Egress
49.2.
De-Rigging
49.3.
Securing Room
49.4.
Cleaning & Maintenance
49.5.
First Aid
50. BAR STAFF OPERATION
51. CASH HANDLING
52. TRAINING
53. RISK ASSESSMENT
54. LEGISLATION
55. GENERAL GUIDANCE
56. ORGANISATION CHARTS
57. APPENDICES
Emirates Stadium Operation Plan
Section 1:
1. LICENSING OVERVIEW
Emirates stadium will provide Arsenal with one of the best and most modern sporting arenas in the world,
whilst maintaining the tradition of Highbury’s intimate and exhilarating atmosphere, All spectators will enjoy
tremendous sightlines and a great matchday experience with a variety of food and liquor available through out
the stadium to meet the customer expectations.
Emirates Stadium will also offer customers Conference and Banqueting Facilities which will replicate Arsenal’s
reputation for quality, flair and dependability. The bright, spacious and modern environment will offer a leading
edge AV infrastructure and WIFI wireless internet access.
Although Arsenal’s core business is football the non matchday activity offers great opportunities with the move
to Emirates and the management team at Arsenal aim to exploit the future possibilities.
At present Arsenal holds a safety certificate for the safe operation of the stadium on a matchday. Non
matchday events have trained stewards on duty to ensure safety of the customers.
We work closely the Metropolitan police on match day's to ensure the correct level of planning together with
sufficient trained stewards to minimise crime and disorder and ensure the public arrive and leave safely and
quickly and are as responsible as possible..
The current operating hours at Arsenal Stadium are 7.00 until 23.00 and licensed hours are 10.00 until 23.00
Monday to Saturday, 12.00 until 23.00 Sunday.
The proposed operating hours at Emirates stadium are 7.00 until 01.00 and licensed hours are 10.00 until
01.00 Monday to Saturday, 12.00 until 01.00 Sunday.
(Stadium will have 24 hour security)
With the permitted licence:
The sale and supply of alcohol and function rooms and banqueting facilities for private hire used for
private music dancing and occasional live music and entertainment ancillary to the primary use of the
premises as a sports stadium.
The Licensing objectives for Emirates Stadium would be as follows,
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Prevention of crime and disorder
Provision of public safety
Prevention of public nuisance
The protection of children from harm
The conditions which existing licence has been granted are as follows:
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No direct access from the street to any bar.
No registered club shall be maintained in the licensed premises.
Intoxicating liquor shall only be sold or supplied in the areas agreed within the stadium.
Intoxicating liquor shall not be sold or supplied under the authority of the licence for consumption off the
premises.
There are many procedures and practices established within Arsenal that are constantly evaluated and
assessed for all departments.
For the purpose of this plan the following sections outline the procedures which are in place and risk
assessments linked to the objectives above matchday and non matchday operation.
Section 2:
PROCEDURES FOR MAJOR EVENTDAY OPERATION
1.GROUNDSTAFF CHECKLISTS
Checklists issued by Maintenance Co-ordinator to individual ground staff members (see attached list)
Ground staff member to complete appropriate testing and return checklist no later than the opening of
business on the last working day before the event where practical.
Any problems must be highlighted by the ground staff member as soon as they become apparent to the
Maintenance Co-Ordinator.
Maintenance Co-Ordinator to ensure return of checklists and put in place procedure for any repairs.
Notifying the Facilities Officer of any deficiencies.
Facilities Officer to notify Safety Officer at pre-match briefing of any repairs which cannot be rectified before
the start of the event.
2. MANAGEMENT STADIUM INSPECTIONS
Each level of the stadium is to be inspected by a member of the Stadium Management team as specified in
the Emirates Stadium Management Major Event day Administration Policy.
Any defects found during inspection to be logged on an Inspection Defect Sheet.
The Inspection Defect Sheet to be issued to relevant ground staff member by the Maintenance Co-Ordinator
for rectification who in turn report back to the Maintenance Co-Ordinator on completion of the task.
For the Event day inspection a copy of the Inspection Defect Sheet is to be placed in the relevant Steward
Supervisor Briefing Pack for the event.
The Steward Supervisor to report to the Safety Officer any outstanding items from that list on arrival in their
area.
3. TV PROCEDURES
Outside broadcast production sheets to be obtained from Production Company at least five working days prior
to the event.
These to include all details of production especially cameras positions, named pass list and number of pitch
side bib requirements.
Outside broadcast vehicles to be parked in outside vehicle parking enclosure by agreement with the Stadium
Management Office. Any generators must be connected to the exhaust extract system.
All rigging of equipment must be complete to the satisfaction of the Safety Officer by 1 hour prior to the gate
opening time.
No de-rigging of equipment to take place until the bowl area is clear of public and no equipment to be moved
through GA concourse areas if public still present.
The permanently installed cabling is too used wherever possible. If for any reason this cannot be the case that
additional cable routes must be agreed in advance with Stadium Management.
All equipment must be in the agreed place by a prepared time with Stadium Management. This allows for a
final inspection of the installation.
No truck movement after 12 midnight until 8am any day.
4. CLEANERS
All cleaning personnel are to enter the Stadium via the Staff Accreditation turnstiles in the South of the building
off Queensland road.
All cleaning personnel must be in possession of a valid pass which will double as their swipe card entry.
This pass is to be used to gain entry through the staff turnstiles and the cleaning operative is to then proceed
directly to the Cleaning Company Office. In the event of a cleaner not being in possession of their pass or their
pass not being operational they are to report to the query desk located adjacent to the staff turnstiles. Once
the problem has been identified at the query desk this will be logged and referred to the Cleaning Company
site manager for resolving.
All event personnel to report at least 1 hour prior to gate opening time.
Cleaning company to have an adequate number of staff present on pre and event days to ensure all waste is
removed promptly from the public areas, this includes the podium.
All waste removal is to be in accordance with the Waste Strategy for the Stadium.
All cleaning staff to leave stadium at end of duty via the staff entrance area.
5. CATERERS
All Catering personnel are to enter the Stadium via the Staff Accreditation turnstiles in the South of the building
off Queensland road.
All catering personnel must be in possession of a valid pass which will double as their swipe card entry.
This pass is to be used to gain entry through the staff turnstiles and the caterer is to then proceed directly to
the Catering staffing desk. In the event of a caterer not being in possession of their pass or their pass not
being operational they are to report to the query desk located adjacent to the staff turnstiles. Once the problem
has been identified at the query desk this will be logged and referred to the Catering Company Staffing Officer
for resolving.
All catering personnel to report via staff entrance to catering office at least 1 hour prior to gate opening time.
Catering company to have an adequate number of staff present on pre and event days to ensure all catering
outlets are stocked and hygienic for operation.
The on site staffs are to carry out all assigned pre-match checklists in accordance with the procedure set out in
“ground staff checklists”
The catering company is to ensure all personnel are aware of the Waste Strategy for the Stadium and adhere
to it.
All food prepared on Stadium property is to be carried out according to laid down procedures of the incumbent
catering company.
Section catering supervisors are to ensure all equipment is left in a safe manner to ensure there is no
presentation of risk to the Stadium. A closedown inspection sheet of each catering area is to be completed and
returned to the 24/7 security office. Should by a specified time an inspection sheet be outstanding the security
supervisor is to contact the catering office and enquire of its whereabouts. The Stadium Manager is to be
informed if there is no satisfactory answer and an inspection of the relevant area carried out.
All catering staff to leave stadium at end of duty via the staff entrance area.
6. PROGRAMME SELLERS
All programme sellers are to enter the Stadium via the Staff Accreditation turnstiles in the South of the building
off Queensland road.
All programme sellers must be in possession of a valid pass which will double as their swipe card entry.
This pass is to be used to gain entry through the staff turnstiles and the programme seller is to then proceed
directly to the Programme Room. In the event of a programme seller not being in possession of their pass or
their pass not being operational they are to report to the query desk located adjacent to the staff turnstiles.
Once the problem has been identified at the query desk this will be logged and referred to the senior manager
of the programme company for resolving.
The bulk delivery of programmes to be completed 3 hours prior to gate opening time to the designated
programme storage room.
All programme selling staff to report via staff entrance to programme room at least 1 hour prior to gate opening
time.
Programmes to be distributed from central programme room to all selling points within the stadium prior to
opening and externally by at least 30 minutes prior to opening.
All waste within the stadium generated by the distribution and sale of programmes is to be disposed of in
accordance with the Stadium Waste Strategy.
After completion of programme sales each seller is to return any money collected to the central programme
room, where it will be balanced for later collection by a security company.
All kiosks are to be secured at end of trading if permanently installed or returned to the central programme
room if of a mobile nature.
All programme staff to leave stadium at end of duty via the staff entrance area.
7. BETTING FRANCHISE
All personnel are to enter the Stadium via the Staff Accreditation turnstiles in the South of the building off
Queensland road.
All personnel must be in possession of a valid pass which will double as their swipe card entry.
This pass is to be used to gain entry through the staff turnstiles and the personnel is to then proceed directly to
the Betting Franchise Cash Office. In the event of an operative not being in possession of their pass or their
pass not being operational they are to report to the query desk located adjacent to the staff turnstiles. Once
the problem has been identified at the query desk this will be logged and referred to the Betting Franchise
manager for resolving.
All personnel to report via staff entrance to Betting Franchise cash office at least 1 hour prior to gate opening
time.
Betting franchise to have an adequate number of staff present on event days to man all booths.
All personnel to abide by current legislation with regards to the acceptance of bets.
All waste removal is to be in accordance with the Waste Strategy for the Stadium.
All staff to leave stadium at end of duty via the staff entrance area.
All money collected to be returned to central point for balancing purposes and later collection by a security
company.
8. MECHANICAL & ELECTRICAL CONTRACTOR
The incumbent contractor is to ensure the required staffing levels are met at each event.
All mechanical and electrical staff are to carry correct accreditation at all times. It is the responsibility of the
incumbent contractor to ensure all staff on site are aware of all current Health & Safety legislation and are
trained accordingly.
The on site staffs are to carry out all assigned prematch checklists in accordance with the procedure set out in
“ground staff checklists”
The on site staffs are to ensure they are contactable during the event to carry out any necessary repairs.
Should the onsite staff suspect any unauthorised access has occurred to any of the plant rooms before and
during the event, this must be immediately drawn to the attention of the Stadium Manager and/ or the Duty
Safety Officer.
9. CONFIGURATION OF STADIUM
This is dependent on the number of visiting spectators, the television requirements for the size of gantry and
the Press requirements for the Press Box area.
At least seven working days prior to the event the Assistant Stadium Manager will contact the Box Office to
establish the number of visiting supporters attending the event.
This information is then passed to the Operations Officer, for stewarding arrangements and the Facilities
Officer, for coordination of ground staff workforce to ensure manpower is available to carry out physical
changes to the Stadium.
Stewarding arrangements will be covered under Steward Allocation.
Depending on the number of visiting supporters the moveable crowd segregation barrier within the lower tier
bowl will be relocated in the required position. This will entail the removal of seats from that position and the
reinstatement of seats from the last segregation barrier position.
The procedure for moving the crowd segregation barrier is to follow the prescribed risk assessment for the
operation.
Within the lower tier concourse area the segregation gate and barrier requires to be moved to the designated
position.
Once the crowd segregation barrier and segregation gates are in place the installations are to be checked by
either the Facilities Officer or the Maintenance Coordinator.
On certain events the visiting supporters will be allocated space in the upper tier. On these occasions two
further crowd segregation barriers are required to be positioned in the seated bowl. This involves the removal
of seating from the two locations.
Two segregation gates and barriers are also required to be positioned in the upper tier concourse areas.
Any doors leading from the core stairs that open onto a concourse accommodating visiting supporters at lower
tier level is to be secured in the closed position and stewarded on the stair side. The exception being when the
upper tier also holds visiting supporters.
Changes to directional signage will be made as appropriate.
The main camera gantry on the West side upper tier can be extended if required for commentator positions.
This will need to be determined prior to tickets going on sale for the event.
Should it be required to extend the camera gantry, seats will need to be removed and temporary predesigned
desks inserted.
After the event any extension is to be returned to the normal configuration.
Should the event require any extension to the Press Box seating area this must be determined prior to tickets
going on sale.
In the event that an extension is required then temporary benches and power will be run from the press box.
After the event any extension is to be returned to the normal configuration
The visiting supporters will be allocated the use of the following turnstile areas depending on the numbers
expected.
For 1500 supporters
For 2000 supporters
For 3000 supporters
For 4500 supporters
For 9000 supporters
Turnstile block K
Turnstile blocks K and L
Turnstile blocks K and L
Turnstile blocks K, L and M
Turnstile blocks K, L and M
10. PITCH ARRANGEMENTS
The playing area will be prepared in accordance with the competition guidelines and to the satisfaction of the
incumbent team manager.
The Head Groundsman is to ensure that all equipment and materials are removed from the bowl area to
designated stores prior to the stadium opening to the public.
Two regulation goals will be erected on the morning of the event.
Two spare regulation goals will be available should anything happen to the existing goals during the event.
Two practice goals are to be placed in designated positions prior to the event for the goalkeepers warm up.
These are to be removed and stored prior to the event kicking off.
At least two grounds men will be available during the event to rectify any problems experienced.
11. STEWARDS ENTRY PROCEDURES
All stewards are to enter the Stadium via the Staff Accreditation turnstiles in the South of the building off
Queensland road.
All stewards must be in possession of a valid photographed pass which will double as their swipe card entry.
This pass is to be used to gain entry through the staff turnstiles and the steward is to then proceed directly to
the Stewards Room. In the event of a steward not being in possession of their pass or their pass not being
operational they are to report to the query desk located adjacent to the staff turnstiles. Once the problem has
been identified at the query desk this will be referred to the Steward Match day and Event Coordinator for
resolving.
All stewards are to check the information board outside of the Stewards Room to see if there are any special
requirements for them to follow.
Once in the Stewards Room the steward collects their designated coat and equipment and proceed directly to
their designated section.
On arrival in their section the stewards are to swipe in at the designated muster point, report to their supervisor
and man pre-allocated position.
All stewards are to return their coat and any equipment to the Stewards Room at the end of their tour of duty
and leave the Stadium via the staff turnstiles.
12. MATCHDAY PARKING SCHEME SIGNAGE
The nominated ground staff member is responsible for preparing the date boards with the correct information.
These are to be erected by the nominated member of ground staff at least 72 hours prior to an event.
The locations of the signage form part of a ground staff checklist.
In the circumstance that two events occur within such timescales as 72 hours notice for the second event is
not possible then a double date board is to be used.
The boards are to be erected in such a manner so as to ensure that there is as little risk as possible to the
ground staff member or members of the public in the vicinity.
The boards are to be collected on the next working day after the event.
Any defect to any sign is to be reported immediately to the Facilities Officer who will in turn inform Islington
Council’s Street Management Department.
13. ELECTRONIC ADVERTISING BOARDS
The electronic advertising board system will be stored in the specially constructed trench with the corner
sections being manually moved after each event and moved back into position before the next event.
The electronic advertising board system is to be raised from the trench and tested within 48 hours prior to the
event. After the test the boards are to be returned to the trench.
On event days the system is to be raised and the corner sections connected at least 3 hours prior to Stadium
opening. The system is to be tested again.
Following the event the boards are to be returned to the trench and the corner sections removed to
preallocated storage areas.
No movement of the boards is to occur whilst people at trackside.
14. CAR PARK
The car park entrance to the Stadium is located in Queensland Road. The alternative entrance off Hornsey
Road will only be used on an event day by team coaches, match officials and VVIP visitors.
All supporters entering via a vehicle and parking in the car park must be in possession of a valid car park pass,
which must be hung from the rear view mirror and the correct number of match ticket to correspond with the
number of people within the vehicle.
A check of car park passes and match tickets will take place prior to entry to the car park.
In the event of an invalid or non existent car park pass the vehicle will be refused admission to the car park
either totally or whilst the query is investigated.
If there is not the correct number of match tickets for the number of people within the vehicle then those
without a ticket will have to leave the vehicle prior to its entry to the car park.
The car park passes will be colour coded to represent an area within the car park where the vehicle is to park.
On entering the car park the vehicle is to proceed to the designated coloured area where it will be directed by
a steward to an empty bay. At this point the steward will note down the pass number, the car registration, the
name of the driver and their location within the Stadium during the event.
The supporters are then to be directed to the relevant entrance or lift to the main Stadium.
On entry to the Stadium there will be random searches of vehicles to comply with anti-terrorism measures.
To exit the car park all vehicles are to use the Queensland Road entrance apart from Club Directors and
playing staff that will be able to use the exit from the Hornsey Road entrance which will be managed by
stewards.
If a duplicate car park pass is issued the original pass is to be refused entry to the Stadium. Should the original
pass already be in the Stadium the duplicate is not to be issued until the driver of the car with the original pass
is located and questioned as to how they obtained the pass.
15. PLAYERS ARRIVAL AND DISPERSAL
Prior to the event the players that arrive in individual cars will enter the car park via the Queensland Road
entrance and be directed to the players and Directors car parking area.
On event day should the players leave the Stadium prior to the event they will do so via the Hornsey Road
entrance on the team coach.
The arrival of both teams for the event by coach will be via a managed entry at the Hornsey Road entrance.
The coaches will then park in the designated drop off point outside the dressing room area for the players to
disembark.
The away team coach will remain in that location for the duration of the event. The home team coach will leave
via the Queensland Road entrance once the service road is clear enough for a managed exit.
The away team players will board their coach at the end of the event and leave the Stadium via the Hornsey
Road entrance.
The home team players will leave in their own vehicles via the Hornsey Road entrance.
All movements via the Hornsey Road entrance will be managed by stewards.
16. MATCH OFFICALS
An information letter is sent to match Officials in advance of the event.
Any changes to the Match Officials information letter which is sent prior to the event, the Officials will be
informed as soon as practical on the day.
The match officials arrive by car and enter Stadium via Hornsey Road. The Officials will be directed to the
allocated parking bay then escorted to the Referee’s changing area.
The designated Safety Officer will conduct with Police Gold and pre event briefing in the Referee’s changing
room 1 hour and a quarter prior to the event kicking off. This meeting is conducted in accordance with the
Safety Certificate.
At the end of the event a steward will enquire if they have need of an escort to their car.
The Officials will leave via the Hornsey Road entrance.
All movements via the Hornsey Road entrance will be managed by stewards.
17. MEDICAL STAFF ARRIVAL
This includes the arrival of St John Ambulance, London Ambulance and Crowd Doctors.
All personnel are to enter the Stadium via the Staff Accreditation turnstiles in the South of the building off
Queensland road.
All personnel must be in possession of a valid pass which will double as their swipe card entry.
This pass is to be used to gain entry through the staff turnstiles and the personnel is to then proceed directly to
the Main First Aid room. In the event of an operative not being in possession of their pass or their pass not
being operational they are to report to the query desk located adjacent to the staff turnstiles. Once the problem
has been identified at the query desk this will be logged and referred to the relevant staffing manager for
resolving.
A working number of personnel, which is to include at least 10 St John Ambulance personnel, 1 London
Ambulance crew and 1 crowd doctor to report via staff entrance to main First Aid at least 1 hour prior to gate
opening time.
The remainder of the personnel are to be on duty by gate opening.
All personnel are to leave the stadium at the end of the event via the staff turnstile area.
The required number of Ambulances is to enter the Stadium via the Queensland Road entrance. At least one
needs to be present 1 hour prior to gates opening.
The crews of the ambulance must still enter via the staff accreditation turnstiles and then proceed to park their
vehicle in the preallocated Ambulance parking bays.
18. HYDRAULIC BOLLARD OPERATION
The hydraulic bollards located at the Drayton Park end of the South Bridge, base of the South ramp and base
of the West ramp all of which form emergency vehicle access routes to the podium.
The lowering of these bollards will be managed from the 24/7 control room in order to allow vehicle access
onto the podium.
The bollards can be lowering remotely from this room or locally from a locked control box.
If operated locally an alarm sounds in the 24/7 control room where this activation can be countermanded
within a set time of 10 seconds. This is to stop unauthorised access.
The control box and bollards will be monitored in the 24/7 control room via dedicated CCTV cameras.
In the case of an emergency service call to the Northern Triangle building a dedicated phone number will be
shown on the service call sheet. This will give the emergency service priority communication with the 24/7
control room and a rendezvous point arranged. A security guard will be despatched to that point and the
bollards lowered on arrival of the emergency vehicle. Once on the podium the bollards will be raised. The
guard will remain in place to organise the lowering of the bollards for the departure of the emergency vehicle.
On a major event day the bollards will be lowered 1 hour prior to the event start in coordination with the road
closures around the stadium. They will rise once the majority of the crowd has departed the area.
The bollards will be tested on a weekly basis to ensure the smooth operation. Any defects will be rectified
immediately.
19. SEARCHING
Stewards will be trained in searching techniques as outlined in module 8 of the Stewards Training Package.
Steward searching squads will be position outside of some or all of the turnstile blocks. These stewards will be
responsible for the searching of supporters prior to entering the stadium.
This searching will be selective unless information is available which specifies extra measures are required. At
the minimum level all bags will be searched. This can be increased in various ranges up to a full search of
every spectator prior to entering.
It is expected to be very rare that the full individual search will be required.
In side of the stadium every supporter is liable to be searched by a qualified steward should such steward
suspect the spectator is hiding an illegal object.
20. STADIUM OPENING
The opening of the Stadium will be controlled from the Match day Control Room by the Duty Safety Officer.
Prior to giving the command to open the Duty Safety Officer will check the following to ensure everything is in
position.
There are enough Police Officers on duty and ready in position.
There are enough stewards on duty and in position.
There is sufficient medical staff present and ready.
The catering staff have manned and opened the necessary concessions.
The cleaning contractor has enough personnel on duty.
The mechanical and electrical contractor is present and ready for duty.
The Stadium will be searched by the stewards prior to opening to the public. This procedure will be managed
by the Steward Supervisor for each area and coordinated by the Assistant Stadium Manager. Any problems
encountered are to be immediately reported to the Match day Control Room for rectification.
Prior to opening the Match day Control Room staff will ensure that each Crowd Control Supervisor is in
position with sufficient staff to man and operate their section.
This may be achieved by means of a radio call.
The exit gates leading onto the podium from lower tier level are the main exit for all of the spectators within the
Stadium.
Prior to the event being open to the public these doors will be secured by means of a padlock.
On arrival at their allocated match day position the Exit Gate Supervisor of each turnstile and exit gate area
will remove all of the padlocks and ensure that the doors are secured by the shoot bolts only.
The supervisor is also to ensure that they have enough staff to man each exit door.
This will be confirmed back to the Match day Control Room when the Exit Gate Supervisor is contacted by
radio.
Any deficiencies in the level of staff must be reported by the relevant supervisor to the Match day Control
Room staff.
The turnstile Exit Gate Supervisors will also confirm that the required number of staff outside of their turnstile
block are in position and ready to operate.
Once the Duty Safety Officer has received all of the necessary confirmations the instruction to open the
Stadium can be given. This is accompanied with a public address announcement.
It is anticipated that opening of the Stadium for General Admission supporters will occur between one and a
half and two hours prior to the scheduled start time of the event.
In the case of Club, Box and Diamond Club areas this is to be extended to at least two and a half hours.
21. EXIT GATE OPENING
On a normal footballing event the exit gates to the podium will only be opened to allow the egress of the
supporters from the stadium.
This would normally occur ten minutes prior to the final whistle. In the event of cup ties where extra time may
be play the gates will open after eighty minutes of play regardless of the scoreline. This is to ensure there is no
late change in the scoreline and a sudden mass exit occurring.
The opening of the exit gates at this time will be monitored from the Match day Control Room by means of the
sensors fitted to each gate.
On opening the gates the stewards will ensure the gates are fully open and secured in that position for the
spectators to leave.
Should there be a request or an apparent need to open an exit gate prior to the designated time this must be
cleared with the Match day Control Room before the gate is opened.
Any unauthorised opened of an exit gate which registers on the exit gate alarm panel is to be investigated
immediately either by a radio call to the supervisor in charge or the Facilities Officer.
The supervisor in charge of an area which experiences an unauthorised opening much provide a detail report
of the reasons behind this.
It is possible that the exit gate opening time will vary depending on the type of event. If this is to be different
from the standard set out above then this must be relayed by the Operations Officer to the Steward
Supervisors at their prematch briefing.
22. EJECTION PROCEDURES
All ejections from the Stadium which are carried out by qualified stewards will be in accordance with the
methods taught in the Stewards Training Package Module 8.
All ejections whether carried out by stewards or Police officers will be removed from the seating area and
moved backwards via the bulkhead to the concourse area. Once in the concourse area the supporter will
either be ejected via the nearest designated way out during play exit. (This is normally the disabled entrance
or a designated turnstile which has been reversed.)
If the offence is more serious and an arrest is required then the supporter is to be escorted via either the
staircase or elevator to the Police Charge Room located in the South East corner of the Car Park. There the
offender will be processed by the Police.
Only in the case of a supporter gaining entry into the playing arena which includes the track area will arrests
be allowed to be escorted around the track to the South East pitch access tunnel and hence to the Police
Control Room.
In the case of ejections from the Upper tier visitors section close to the segregation barriers the visiting
supporter will not be taken into the segregation line and forward to the vacant front row except for in extreme
circumstances. This practice is considered to present a higher risk to the safety of the steward or Police officer.
23. CONTINGENCY PLANS
Detailed contingency plans have been prepared to deal with all expected and unexpected eventualities that
may occur during an event day.
A copy of these plans will be kept in the Match day Control Room, the Stadium 24/7 Control Room and the
Stadium Management Office in the North Bridge office building.
These plans are to be followed when circumstance demands.
The plans are to be reviewed annually and after each use. Any alterations will be made immediately in all
three copies.
Detailed evacuation plans form part of the overall contingency plan.
These include emergency positions for stewards to adopt in the case of an evacuation to enable supporters to
be directed away from unsafe escape routes and to facilitate the safest and quickest means of escape.
These evacuation procedures involve system to evacuate the stadium in normal circumstances with no routes
restricted to routes including the closure of one or more core stairs.
24. CLOSEDOWN PROCEDURES
It is anticipated that the Stadium will be open to the public for up to two hours after the end of the event.
This will require a number of stewards to be retained after the schedule end of the event proceedings.
Once all of the spectators have left the stadium the stewards will be responsible for conducting a search of the
premises.
Once this has been completed each Crowd Control Supervisor will be contacted by the Match day Control
Room to ascertain that their specific area is clear and no visible problems exist.
The Match day Control Room will also contact each Exit Gate Supervisor to ascertain that they have secured
all of their gates and replaced all necessary padlocks.
Once the all clear has been received that the stadium is clear of spectators then all of the stewards and
medical staff will be stood down by the Duty Safety Officer or their nominated deputy.
The stewards will then return all of their equipment to the Stewards Room and exit the stadium via the staff
accreditation area.
25. VISITORS DISPERSAL
This will be achieved in conjunction with the Police.
With respect of low risk and medium risk games the visitors will leave at the same time as the home
supporters through the designated exits. Once on the podium the visiting supporters will be directed to either
their transport or allowed to enter the general public transport system.
In the case of high risk games the visiting supporters will be held within the stadium for a period of time to
allow the majority of the home fans to vacate the area. The visiting supporters will then be either escorted to
their transport or managed into a controlled integration onto the public transport system.
26. PRESS ENTRY PROCEDURES
All press personnel whether written; radio or photographers are to enter the stadium via the Press and
Disabled Entrance adjacent to the Club Shop.
Initial authorisation of the press will take place at the forward desk at this point.
Written and radio personnel will be directed/escorted through Car Park area to Press Reception area for final
accreditation.
Photographers will report to forward desk where equipment can deposited whilst their car is parked off site.
Accreditation will be authenticated prior to equipment drop off and issued on return. The Photographers will
then be escorted to Photographers work room in South East area of Car Park. Pitch side bibs will be issued at
this room.
27. DISABLED PROCEDURES
People with disabilities will require special arrangements to assist them around the stadium.
People who are wheelchair bound or seated within designated disabled enclosures will be able to have a
helper in attendance. This helper may themselves in disabled. In such cases as this then prior warning is
required in order that an additional steward can be allocated to assist them in case of need. There are a
number of car park spaces which have been allocated to spectators with disabilities and these can be booked
in advance at the time of ticket purchase.
Any disabled person using the car park will enter as described in the Car Park Procedures of this document
and then be directed by one of the car park stewards to the appropriate core lift to gain admittance to the
relevant level. Their tickets will be scanned in the car park using a hand scanner.
Around the stadium at podium level are 8 designated entrances for wheelchair bound supporters although they
can be utilised by supporters who would find the passing through a spinning turnstile difficult. These are
operated by the same proximity card system as the other turnstiles, but incorporate an air lock facility to
prevent unauthorised access to the stadium. There will be a designated steward in place to monitor the air lock
facility.
Once inside the stadium at lower tier concourse level the supporters with disabilities can move up to the
appropriate level via the steward controlled stair core lifts.
Alternatively supporters with disabilities can enter the stadium via the jointly used Press and Disabled
Entrance located at street level at the south west of the stadium.
This will act similarly to one of the air lock facilities elsewhere in the stadium. They will then be escorted to the
adjacent core lift and taken to the appropriate level.
Announcements will be made prior to the event asking for anyone whom would need assistance in the unlikely
event of an evacuation to leave the stadium. Once identified the steward is to call the relevant location of the
supporter into the Match day Control Room who will allocate a steward to deal with the person if there is a
need.
Evacuation procedures for people with disabilities are covered in the Evacuation Procedures of this document.
28. FAMILY ENCLOSURE
An area in the south west corner of the stadium has been allocated to be a family enclosure. This area can be
expanded if necessary dependent on demand and visiting supporter allocation.
Entry to this area will be controlled by pass checked at the bulkheads of the area.
Allocation of tickets for this area is covered under the Ticket Allocation section of this document.
29. CAR PARK DISPERSAL
At the conclusion of the event the car park will remain closed for a period of time agreed in consultation with
the Police and Local Authority.
Once the car park has been opened a managed exit of the players and directors will be undertaken at the
Hornsey Road entrance.
All box and disabled users of the car park will be required to move clockwise around the service road and exit
via the Queensland Road entrance. This dispersal although managed by the car park stewards will essentially
be unsupervised.
30. GENERAL DISPERSAL
At the end of the event the home supporters will disperse through the open exit gates at podium level. This will
be encouraged by information on ticket purchase to be the shortest distance to the required means of
transport.
Food and drink concessions will be open with a stage closedown from the upper tier to the lower tier
concourse to encourage a staged egress from the stadium. It is anticipated that the concourse televisions will
show match highlights and the Manager’s post match Press conference to encourage supporters to remain for
a period of time. This together with Club and Box supporters should means some supporters will remain for up
to 1 hour after the end of the event.
31. HANDOVER TO SECURITY
Once all the spectators have left the building and all the stewards stood down then the Duty Safety Officer will
hand over the Stadium to the Security Supervisor on duty.
The Security Supervisor will then take responsibility for the stadium and the controlled exit of remaining staff.
32. TICKET ALLOCATION
Information is to be sent with each ticket sales indicating the preferred means and direction of travel for each
location around the ground. In this way the amount of cross flow of spectators can be restricted to a minimum.
Details of ticket allocation are awaited from the Box Office
33. POLICE
Discussions with the Police will begin in June to work up a joint agreed policy for the policing of the stadium.
34. STEWARD ALLOCATION
Stewards will be allocated in advance at least 24 hours to all necessary positions required under the template
of the event.
This position will include the pitch rescue team.
Any changes to this allocation which occurs on an event day will be instigated by the Steward Co-ordinator
and monitored by the Operations Officer.
The positions of the stewards will be determined in accordance with the following principles. It must be
remembered that this is a maximum number of stewards and not
the number required to operate.
Stewards will be allocated to each bulkhead.
Track stewards will be positioned in front of the wall at an even spacing around the arena
Each section of stewards will have 1 supervisor and there will be two sections per quadrant per level.
There will be 4 track steward supervisors.
Each exit gate will be allocated 1 steward.
One Supervisor will be allocated to each turnstile block.
Outside of each bank of turnstiles stewards will be allocated for spectator ticket queries.
Searching squads of stewards will be allocated to various turnstile squads at random around the podium.
Equally it may be necessary to allocate specific stewards to monitor the podium area.
35. SPECTATOR ADMITTANCE
Spectators will be admitted to the stadium using the pre-validated proximity card. This will be presented to the
card reader fixed to the turnstile which activates the turnstile provided there is no problem with the card. Any
initial problems with cards will be dealt with by the external stewards who will have handheld devices to be
able to read cards. Depending on the problem the steward will either inform the member of public that the card
is invalid for the day of refer them to the Box Office to solve the problem.
The spectators will be directed to the turnstile bank which is closest to their seating position. This will ensure
that most of the lateral movement around the stadium is achieved on the podium outside of the stadium.
Once inside the stadium the Club, Box and Diamond Club will access the relevant level via either the
escalators, lifts or staircases allocated. The general admission supporters will all have access to the lower tier
concourse. Supporters with upper tier tickets will access this level by means of the core stairs or the provided
lifts.
It is not anticipated to prevent the lower tier supporters going to the upper tier if they so wish but they will not
be allowed entrance to the seating area. This it is believed will self manage itself due to the distance involved.
This arrangement is similar to the existing North Bank at Highbury.
All supporters are required to seat in the seat allocated to them on their ticket.
36. STEWARDS ROOM OPERATION
Prior to the event the Stewards Room will be inspected by the Steward Administration Assistant to ensure that
all relevant equipment, coats and information are in place. This is to take place at least 48 hours prior to an
event and all necessary adjustments made.
During the course of the event all equipment removed from the Stewards Room except the coats is to be
signed in and out. The Steward Administration Assistant is responsible for this process and ensuring the safe
return of all equipment.
Once through the staff accreditation turnstiles all stewards will report to the Stewards Room.
Displayed outside of the Stewards Room will be a list of stewards required to be seen by one of the
administration staff. Should their name appear on this list the steward is to report to the information desk in the
Stewards Room.
All stewards are to leave any personal belongs within the coat store or the lockers provided.
The ETS stewards will report to the information desk to ascertain their working position for the day.
All stewards will then proceed to the coat store and retrieve the appropriate coat for their duty on that day.
They will then pass through the room and exit from the rear of the coat store and proceed directly to their
working section of the stadium.
The Steward supervisors will pick up the relevant equipment for their section from the information desk and
then proceed to the briefing room at Car Park level for the prematch briefing by the Operations Officer.
Within the Stewards Room administration staff will be located to deal with the reallocation of stewards during
the event. This process will be overseen in the Stewards Room by the Steward Co-ordinator but managed
from the Arsenal Control Room.
37. STEWARDS SUPERVISOR BRIEFINGS
Prior to reporting to their sections the steward supervisors will receive a briefing from the Operations Officer at
which any details specific to the event will be relayed and a briefing pack issued to each supervisor.
It is the responsibility of the Steward supervisor to ensure that this information is cascaded down to their
stewarding squads.
These briefings will take place 1 hour before stadium opening in the briefing room located at Car Park level.
38. STEWARD SECTION PROCEDURES
Once the steward has left the stewards room they are to report immediately to their allocated working position.
Once on their section they must report to a designated muster point and register by using their proximity card
their attendance at the section. This informs the Arsenal Control Room the number of stewards present in
each section.
The supervisor for their section will be in possession of any specific equipment and instruction for the section
for that day and this will be distributed at the section briefing held by the supervisor before doors are opened to
the public.
Any equipment issued to the stewards by the supervisor must be returned to the supervisor at the conclusion
of the event.
39. STEWARD PDA PROCEDURES
The stewards positioned outside of the turnstiles will be issued a handheld PDA device. This device will be
used to attempt to answer initial ticket enquires for supporters. By using this device the steward will be able to
read the supporters proximity cards and issue advice as to the current status of the card. Dependent on the
result of this enquiry the steward will either inform the supporter that either their card is invalid or refer them to
the Box Office for a solution.
40. STEWARDS DUTIES
The duties of stewards will be listed in their steward’s handbook
41. PASS SYSTEM
All persons working on a match day either directly for Arsenal or for an outside body will require the correct
accreditation.
This must be booked at least 48 hours prior to the event and will be collected from security at the Queensland
Road car park entrance on the day of the event.
This accreditation must be visibly worn at all times during the course of the day of the event.
On Champions League events the Arsenal pass system will run in conjunction with the UEFA pass system. In
any conflict the Arsenal system will take preference.
Any outside body staff working within the arena area will be required to wear the provided identification bib.
If a pass is lost a replacement will only be issued on the day by Arsenal Control Room staff. Anybody found
passing on their accreditation will be removed from the stadium.
Anyone not in possession of a valid pass and in a non public area will be removed from the stadium.
42. LIFT OPERATION EVENT DAY
Each lift will be manned by a Steward who will be in radio contact which each level. This Steward will control
the lift car deciding on the floors at which it stops and who alights at each location. On Match days the lifts will
be key switched to priority service giving the Steward ultimate control.
Any equipment or food transported in the lifts during the course of the event day must be placed on a suitable
trolley. Failure to do so will result in the Steward refusing the use of the lift.
In the event of an emergency evacuation the lift automatically parks at Lower Tier level, any lift which has
equipment or food within it will be taken immediately to the car park level where the equipment or food will be
removed from the lift. The lift is then to be returned to the lower tier level.
In this mode the operator is in communication via an intercom to all other levels. The lift requires constant
pressure to be applied to the required level button for it to activate the doors which remain open at requested
level until the lift is asked to move to another level. Each level has an evacuation alarm in the lift lobby which
indicates by light the request at the Lower tier lift lobby.
43. SHUT DOWN
At the event of the stewards will manage the exit of the supporters from the bowl area. Once this has been
completed and the concourse areas clear a search of the area will be conducted by the stewards coordinated
by the Assistant Stadium Manager.
The results of this search will be relayed back to the Assistant Stadium Manager who will stand down the
steward sections as each level or area becomes clear.
It is envisaged that the stadium will be closed from the top down in the general admission areas, with the Club
and Box levels exiting later.
Once all of the public have left the stadium the exit gates at podium level will be secured. This will be
registered with the Assistant Stadium Manager on completion who will stand down the exit gate stewards as
each quadrant becomes clear.
Once the stadium is secure and free from public the ground with be handed over to the security supervisor on
duty.
44. GENERAL
There is no permitted roof access to the stadium once the gates are open to the public.
Care is to be taken by every member of staff be they full or part time to protect the upkeep of the building. This
is to include but is not restricted to the careful porting of goods around the stadium, the thoughtful disposal of
waste, the need to obtain assistance in opening of doors if using a trolley or moving large pieces of furniture,
relocking of doors once finished using an area, reporting any building defects, reporting any suspicious
activities.
All maintenance tasks are to be performed following all current Health & Safety regulations. Any variation from
this must be reported immediately to Stadium Management and before the task takes place. Should a member
of staff witness any unsafe practice this must be reported immediately to Stadium Management.
45. REVIEW
This policy will be continually reviewed until the Stadium opens to ensure that the procedures described
remain current and practical.
Thereafter it will be reviewed annually by Stadium Management.
Section 3:
PROCEDURES FOR NON MATCHDAY
46. FUNCTIONS OPERATION PLAN
General Stadium
46.1.
Podium
The Podium around Emirates Stadium is under the control of Arsenal. This area is under constant CCTV
observation from the 24/7 Control Room. In addition, Arsenal Security will make regular checks to ensure the
area is safe.
(For one day a year podium will be closed to the public in order to retain ownership. This may be achieved in
sections with prior notice.)
46.2.
CCTV
A CCTV system is installed within the stadium and will cover almost all areas. This system will be controlled
and monitored 24 hours a day from the 24/7 Control Room.
The system will be used to monitor function rooms and the access and egress of guests, visitors, contractors
and staff.
46.3.
Searching
Upon arrival at Emirates Stadium, all visitors with bags may be searched. In addition, random body searches,
comprising of a body pat-down will be completed by members of Arsenal security. Any person failing to comply
with a reasonable request to be searched will be denied access into the stadium.
46.4.
Medical Incidents
Arsenal security will be responsible for the provision of medical support for all functions and events held within
Emirates Stadium. Security are located within the 24/7 Control room. All medical incidents are to be reported
to Stadium Management and logged in the stadium accident book.
Should an ambulance be required, access can be gained via the south ramp to the podium. This access will
be controlled by Arsenal Security who will be responsible for lowering the barriers and allowing access to the
podium. Whilst the vehicle is on the podium, a member of Arsenal Security must be present at all times.
Alternatively, should the ambulance needs to gain access to Level S1, accessed will be permitted via the main
car park entrance off Queensland Road. A member of Arsenal Security will escort the vehicle to the required
location and wait with the ambulance to assist in departure. When the incident is concluded, security must
report to Stadium Management.
46.5.
Cleaning
All function rooms will be cleaned prior to the commencement of any even. Adequate cleaning staff will be
provided within Emirates Stadium to deal with any problems during an event or function.
46.6.
Maintenance
Before any room is opened for use, Stadium Management will ensure it is fit for purpose for which it will be
used. Any maintenance that may be required to ensure the room is safe, must be completed prior to
occupation. Any routine maintenance must be completed and all equipment and tools removed ahead of any
guests entering the room.
46.7.
Car Parking
All cars wishing to gain access to the Stadium car park must have been pre-requested.
No cars will be allowed access to the car park without the required authorisation from Stadium Management.
Any car trying to gain access is liable to be searched by Arsenal Security.
47. FUNCTION CHECKLIST
Pre Event
47.1.
Turning on Lights and Heating
The function rooms will only be lit and heated when the room is to be used.
The heating will be turned on in accordance with manufacture recommendations to ensure the room is at an
acceptable temperature prior to opening.
Lighting can be controlled and switched on when required.
47.2.
Opening Room
Stadium Security will be responsible for opening the function room. This will be done by agreement between
Stadium Management and Delaware North.
The room will not be opened for public access until the set-up is approved by a member of Stadium
Management.
47.3.
Room Set Up/Rig
The room will be set up according to a pre-arranged design. This design will have previously been agreed with
the client, Delaware North and Arsenal. The furniture for this room style will be set up by Arsenal porters and
checked by a member of Stadium Management. Any table dressings will be supplied and completed by
Delaware North, but no alterations to the actual room set can be made without the consent of Stadium
Management.
External contractors who are required to carry out any rigging in the room for an event, will be under the
control of Stadium Management and the Arsenal Porters for positioning of equipment.
47.4.
Cleaning & Maintenance
The cleaning of the function room will be done by prior arrangement with the cleaning contractor’s site
manager, Delaware North and Stadium Management.
Maintenance will be completed prior to the commencement of the meeting and will be checked by Stadium
Management.
47.5.
Public Access
The main access route for visitors to the Stadium will be via the podium. Access will be controlled by Arsenal
security personnel. A valid pass or a guest list will be required for any function. Any person not in possession
of a pass or not on the function guest list will be denied access.
Access to the stadium and to the room will be controlled by Arsenal stewards or security.
47.6.
Car Parking
Car parking will be restricted for all events being held with Emirates stadium. Any vehicles to park must be prebooked with Arsenal Security. No vehicle will be allowed access on the day of an event without prior
arrangement.
48. DURING THE EVENT
48.1.
Security/stewarding
The number of stewards and security will be dependant upon the type of event, the room being used and the
number of people attending. They will be responsible for ensuring the safety of all people within the event and
those accessing or egressing the room. Any specific arrangements, i.e. toilets to be used, access to stadium
bowl and the use of any additional facilities will be controlled by the Stewards or Security.
48.2.
Emergency Exit Routes
The emergency exit route that is to be used for a specific event will be communicated to those attending as
well as the stewards and security who are responsible for the running of the event.
In the event of an emergency evacuation, those stewards working within the event will be responsible for
ensuring the room and the toilets are vacated correctly and safely. It is also the duty of the event stewards or
security to inform Arsenal Security that the area has been checked and is free from all visitors.
49. Post Event
49.1.
Public Egress
Exit routes will be communicated at the start of the event by the Arsenal Security. This route will usually be the
route used for access. However, security and stewards will be responsible for any alterations as
communicated by 24/7 Control Room or Stadium Management.
49.2.
De-Rigging
Following the conclusion of an event, the removal of chairs, tables and equipment, or any additional de-rigging
will be the responsibility of the Arsenal Porters. Any tables dressings must be removed by Delaware North.
External companies will be instructed by Arsenal Porters, or a member of Stadium Management.
49.3.
Securing Room
Upon completion of the de-rig, the Porters or Delaware North must inform Security, who will then secure the
room and turn of heating and lighting accordingly.
49.4.
Cleaning and Maintenance
The room will be cleaned post event. The timings of this will depend upon when the event concludes and also
when the room is next scheduled for use.
Maintenance will be issued by Stadium Management following reports from Security or stewards, Delaware
North or from an inspection by Stadium Management. All corrective works must be concluded prior to the
following use of the room.
50. BAR STAFF OPERATION
A leading drinks dispenser supplier, IMI Cornelius, has developed a new system called Ultra-Flow, designed
specifically for event and stadium outlets. It can pull four pints simultaneously in five seconds, through a
metered system, and will ensure consistent ice-cold temperatures and head-height. Across the whole stadium
this will mean more than 2,400 pints of beer can be poured every minute.
A total of 98 such beer decks will be available in the retail areas on levels zero and three. The 48 available on
level 1 are distributed throughout the 13 concessions. On level three, eight of the 22 concessions will house a
total of 50 beer decks. In all public bars plastic pint tumblers will be used. All sales will be cash sales through
a state of the art Point of Sale system being developed for Arsenal.
The sixteen hospitality bars are found on level 2, the club level, serving the 6,800 club level members. Eight
will serve the restaurants: two east and two west over the touchlines, and two north and two south behind the
goals. These restaurants will accommodate up to 3,126 diners on a match day. The remaining eight bars are
housed, two each, in the ‘corners’ of the stadium, and will welcome the remaining 3,674 club level members
who choose not to formally dine.
The bar team will regularly be brought in for training sessions which consist of all aspects of bar work from
customer care, licensing laws, presentation, the daily operation of the units to problem solving.
On a match day a briefing session will take place for all members of the management team, from where the
unit managers will then brief each of the staff directly under their control. At this time the following points will
be covered:









Permitted hours
Evacuation procedures
Inform the nearest Steward or Police Officer of any incidents that might bring our name into disrepute
Refusal to serve anyone who appears to be under 18
Refusal to serve anyone who appears to be purchasing alcohol for consumption by anyone under the
age of 18
All cash movements throughout the stadium only to be done when accompanied by a patch manager
or a member of the security team
All accidents to be reported to the staffing officer
All hazards to be reported to relevant supervisor or manager and dealt with immediately
All walkways and exits to be kept clear at all times
Delaware North Companies promote a programme entitled Responsible Service of Alcohol (RSA), completed
by every member of staff. The company will not sanction or approve any promotions that encourage rapid or
excessive consumption of alcohol within the venue.
51. CASH HANDLING
In the retail areas, we will accept cash payments only.
In the hospitality areas, the majority of the food and drink will be paid for in advance, largely through on line
booking. This will include drinks ‘packages’, paid for per person, and served on the table upon arrival. For
purchases on the day, cash and credit card payments will be accepted. No credit facilities will be available.
Each bar will be equipped with a number of chip and pin machine, both fixed and mobile wireless.
If a card/banknote is deemed suspicious then the following procedure will be undertaken:
Credit/Debit Cards
 Customer will be asked to provide a supplementary form of identification to support the possession of
the card.
 A manager will be alerted. Each restaurant will have a total of four managers. Staff will never be
asked to put themselves in danger, so security will also be alerted if deemed necessary.
 Management will address the situation accordingly.
Banknotes
 If the note appears to be fake it will not be given back to the customer.
 Management will address the situation accordingly.
All cash movement through the stadium will generally be undertaken with an escort. All floats will be
distributed to the 300+ till points prior to public access. A code word is used across the radio channel to refer
to cash.
Extensive CCTV covers the building, including access and egress from the main cash office. It will have bullet
proof screens and doors, and cash drops are made through a bank style deposit box. All cash will be held in
two grade 6, size 8 safes.
52. TRAINING
Delaware North is committed to the development and training of its staff. All staff working will undergo a full
induction programme upon commencing work. This will involve a familiarization tour of the stadium.
The induction programme will include, but not be limited to:
Health & Safety
Responsible Service of Alcohol
Accident Reporting
Manual Handling
Basic Food Hygiene
COSHH
Equality & Diversity
Code of Conduct
Evacuation Procedures
All Arsenal staff will be give suitable and adequate training to complete their tasks proficiently. All staff will be
given an induction course for working within Emirates Stadium. The training given to Arsenal security will
include;







Searching
Emergency procedures
First aid
Suspect Packages and Bomb Threats
Customer Services
Health and Safety
Patrolling and Surveillance
53. RISK ASSESESMENT
Arsenal stewards are given specific crowd safety training as part of an on going personal development that
includes;
As part of DNC (UK) Ltd’s proactive monitoring system the company operates strict procedures for enabling
hazards, or defects affecting safety, to be identified,
measured, recorded and where applicable followed through for action.








Ticketing
Customer Services, including Disability and
First aid
Crowd Safety
Emergency Procedures and Evacuation
Searching
Ejection and restraining
Crowd Dynamics
54. LEGISLATION
The Health and Safety at Work etc. Act 1974 requires all management to incorporate hazard spotting routines
into their work practices.
55. GENERAL GUIDANCE

A hazard is something with the potential to cause harm. It could be something as simple as a leaking
dishwasher or loose handle on a cooking pot.

Staff becoming aware of a hazard or an unsafe incident will, without fail, report such observations and
comments to unit managers so they can be recorded in the "Safety/maintenance Log" (HR001). The
important factors will be: recording the hazard and ensuring that action is taken.

The unit manager will ensure more formal hazard spotting checks are carried out, for all areas and
disciplines using the various safety inspection forms found in the company manual.

The company emphasises that safety is an on-going process and it is not sufficient to wait for an "outsider"
inspection before reporting and actioning hazards or defects.
Frequency

The individual safety inspections (e.g. fire safety) will to be completed, at the agreed frequency. They will
be carried out during normal working conditions by the unit manager, or other nominated person(s) in large
or complex operations.

Having discovered a hazard, or when becoming aware of such a hazard or incident, unit managers will use
the Safety/Maintenance Log (HR002).

If the staff member deems the hazard to be dangerous, the department manager will investigate without
delay.

The senior manager for the location will review the Safety/Maintenance Log, at least once a week.

For all major events being held within Emirates Stadium, a full risk assessment will be completed. This
assessment will take into account, to include but not exclusively the type of function or event, the expected
numbers of attendees, the location for the event and any external influences upon it. In addition to this
information the measures in place to reduce risks as put in place by Arsenal. These measures will include
security arrangements, catering facilities maintenance and cleaning and event management procedures.
56. ORGANISATION CHARTS
See over
Delaware North Companies at Arsenal
General
Manager
Admin/PA
Head of Finance
Asst Mgr
Accountant
Staffing
Manager
Staffing
Officer
Exec Head Chef
Head Chef
Head of supply and
Logistics
Head of Operations
Asst Logistics
Manager
Credit/Purchase
Ledgers
Sous Chef
Management Info
Analyst
Commis Chef
Head of Retail
Head Of Hospitality
C&B
Co-ord
Cellar
Manager
Hospitality
Mgr
Restaurants
Hosp
Co-ord
Hospitality
Restaurant
s
Kitchen Admin
General Manager
Head of Operations
Head of Hospitality
Restaurant Manager
Restaurant Bar Supervisor
Bar Servers
Runners
Wash up/Cleaning
Corner Bars Supervisor
Bars Manager
Bar Servers
Runners
Wash up/Cleaning
Club Organisation Chart
Hospitality
Mgr Boxes
Retail
Manager
Shareholders
s
Board
Of Directors
Managing Director
Group
Chief
Executive
Team
Manager
Secretary
Head of
Youth
Development
Commercial
Manager
Stadium
Manager
Sports Hall
Manager
Head of
Communicatio
ns
Hospitality
manager
Major Eventday Organisation Chart
Managing
Director
Safety Officer/Stadium
Manager
Assistant Stadium
Manager
Metropolitan Police
St John
Ambulance
London Ambulance
Service
London Fire
Brigade
Local Authority
Club Doctor
Operations
Officer
Assessing
Coordinator
Assessor
Event Co-ordinator
Coordinator
Exit Gate
Supervisor
Steward
Facilities
Officer
Maintenance
Coordinator
Crowd Control
Supervisor
Steward
57 Appendices
PA Announcer
Cleaning
Supervisor
Maintenance
Staff