PHILADELPHIA EAGLES MERCHANDISE GAME DAY STAFF

POLICIES AND PROCEDURES

2013

Our Mission Statement

“We will provide our guests with the highest quality sports and entertainment experience in a safe, clean, and friendly

environment.”

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Welcome!

Every member of the Philadelphia Eagles should consider themselves a spokesperson and representative at all times. A significant number of independent news organizations cover the Philadelphia Eagles. As a result, everyone associated with the club must be aware that anything and everything he or she does or says in public creates an impression of the Eagles and everything we stand for. Your actions will help us remain a positive force and contributor to the quality of life in the community.

This manual is provided in order to introduce employees to the policies and procedures of the Philadelphia Eagles Merchandise Game Day Staff Team, as well as the expectations and conditions of employment with the League. It does not, and is not intended to cover every situation that may arise in the course of employment. If, after reviewing the manual, there are any questions about its content, please address them with any member of the management team.

Although it is the intention of the Club to notify employees of changes, additions, deletions or alterations to the information contained within, the Club reserves the right to change, revise, and/or delete the policies, procedures, benefits and plans described in this manual at any time, at its discretion, with or without prior notification.

This manual and the policies and procedures contained herein supersede and revoke any and all prior and past practices or policies, oral and written representations, or statements regarding the terms and conditions of employment with the Club.

This manual is for informational purposes only. It is a summary of guidelines ONLY and should not be considered in any way as creating any right, contract or guarantee of employment, benefits or of working conditions between any employee and the Philadelphia Eagles.

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PHILADELPHIA EAGLES MERCHANDISE DEPARTMENT

CONTACT INFORMATION

Philadelphia Eagles Reception NovaCare Complex 215-463-2500 Philadelphia Eagles Pro Shop Lincoln Financial Field 267-570-4500 Courtney Ray Assistant Director of Merchandise 267-570-4020 cray@eagles.nfl.com Steve Yankanich Assistant Director of Merchandise 267-570-4246 syankanich@eagles.nfl.com Sarah Casey E-Commerce Manager 267-570-4243 scasey@eagles.nfl.com Vanessa Greaney Merchandise Coordinator 267-570-4214 vgreaney@eagles.nfl.com Caitlin Hyde Merchandise Coordinator 267-570-4245 chyde@eagles.nfl.com Alexandra Fishoff E-Commerce Coordinator 267-570-4211 afishoff@eagles.nfl.com Timothy Crouch Eagles Pro Shop at Lincoln Financial Field Manager 267-570-4016 tcrouch@eagles.nfl.com Emily Conway Eagles Pro Shop at Lincoln Financial Field Coordinator 267-570-4247 econway@eagles.nfl.com Dennis Soden Area Manager- Eagles Pro Shops 717-299-0265 dsoden@eagles.nfl.com Kevin Rafferty Eagles Pro Shop at Cherry Hill Manager 267-570-4800 krafferty@eagles.nfl.com Annie Bobbe Eagles Pro Shop at Cherry Hill Assistant Manager 267-570-4800 abobbe@eagles.nfl.com

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I. EMPLOYEE POLICIES, PROCEDURES & RULES *The following are important excerpts taken from the Game Day Staff Handbook that we feel MUST be highlighted since they apply directly to the Merchandise Staff.

Scheduling As a Philadelphia Eagles Game Day Staff member, we expect you to be available for all large scale events at Lincoln Financial Field with an attendance of 35,000 or more. All employees are expected to work all events for which they are scheduled and to contact their department regarding changes in availability. Scheduling procedures vary from department to department. Flex scheduling allows the NFL to alter the day and time of kick-off for any NFL game. Time changes will be communicated to you by your department. Please be prepared for possible schedule changes throughout the season.

Confidentiality Agreement The Philadelphia Eagles success depends on the hard work, dedication and integrity of everyone who works here. In the course of your responsibilities, you will have access to, learn, develop, and conceive information which is confidential and proprietary in nature and which, if disclosed, could be extremely detrimental to the organization and provide a competitive advantage to other teams, agents or other organizations. To avoid these harmful consequences, it is the policy of the Philadelphia Eagles that confidential and proprietary information must be kept in strict confidence.

Employees should treat the information they learn in the course of their jobs as confidential and should not share it under any circumstances with people outside the organization at any time (including after termination of employment) except as required to carry out your job responsibilities or unless specifically authorized by the President of the organization.

In addition, there are many instances when you have access to or learn of information which should not be disclosed to others within the organization. It is your obligation to make sure you take appropriate steps to maintain the necessary level of confidentiality and to respect the confidences involved. The Eagles policy prohibits disclosure to unauthorized personnel.

Employees who disclose confidential or proprietary information to any person, firm, corporation or other entity without authorization, or beyond the limits of their authorization, will face disciplinary action, up to and including termination.

Upon leaving the organization, all Eagles property and materials must be returned immediately and no copies (including in electronic or digital format) may be made or kept and all confidential and proprietary information shall remain undisclosed.

Standards of Conduct Everyone associated with the Organization must be aware that anything and everything that he or she does, says or writes in public creates an impression of the Eagles and everything we stand for. Your actions will help us remain a positive force and contributor to the quality of life in the community. Each employee has an obligation to observe and follow Eagles policies and to maintain proper standards of conduct at all times. If a Game Day Staff Member’s behavior interferes with the orderly and efficient operation of a department, corrective disciplinary measures will be taken. Disciplinary action may include a verbal warning, written warning, suspension and/or termination of employment. The appropriate disciplinary action imposed will be determined by your Management team. The Eagles do not guarantee that one form of action will necessarily precede another. The following will result in disciplinary action up to and including termination of employment:

Falsification, misrepresentation or material omission on company records including employment applications

Violation of the Eagles policies and procedures

Insubordination

Theft and unauthorized removal of stadium property

Excessive absenteeism and poor attendance

Poor performance

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Disparagement of the stadium, the Team, the Eagles organization and/or their respective officers, directors, managers or employees

Harassment of other employees, guests, or visitors in violation of stadium policy

Possession, use and/or sale of alcohol or illegal drugs on stadium property

Disrespect toward fellow employees, visitors, and/or guests

Fighting, intimidation, coercion or physical harassment

Unauthorized possession, use or sale of weapons, firearms or explosives on stadium property

Safety violations or disregard for the personal safety of others These examples are not all inclusive. Termination of employment decisions will be based on an assessment of all relevant factors. Your employment with the Eagles is of an “at will” nature. This means that the employee may resign at any time and the Eagles may discharge the employee at any time with or without notice and with or without cause.

Media and Public Relations Inquiries The Philadelphia Eagles Football Media Services Department will handle all issues regarding the media. If you are approached about any issue by a member of the media, do not comment. Please direct all comments to the Event Command Post. For additional assistance, contact your immediate Supervisor.

Harassment It is our policy to strive to provide our employees with a workplace free from harassment of any nature. Harassment undermines our workplace morale and our commitment to treat each other with dignity and respect. Harassment in any form to or by employees, applicants for employment, vendors, maintenance workers or guests is unacceptable conduct and will not be tolerated. This policy applies to harassment on the basis of race, color, religion, gender or sex, national origin, union affiliation, veteran status, age, disability, sexual orientation, familial status or any other characteristic protected from discrimination under law. Harassing behavior consists of discriminatory intimidation, ridicule or insult that has the purpose or effect of unreasonably interfering with an individual’s work performance or of creating an intimidating, hostile or offensive work environment, as viewed from the perspective of a reasonable person.

Sexual Harassment We emphasize that sexual harassment in the workplace, like any other form of harassment, will not be tolerated. Sexual harassment consists of unwelcome advances, requests for sexual favors, and/or other verbal, visual or physical conduct of a sexual nature where:

Submission to such conduct is made either explicitly or implicitly as a term or condition of an individual’s employment;

Submission to or rejection of such conduct is used as a basis for employment decisions; or

Such conduct has the purpose or effect of unreasonably interfering with an individual’s work performance or of creating an intimidating, hostile or offensive work environment.

These reports may be filed verbally or in writing. If you would like to file a complaint you may do so by contacting your immediate Supervisor, Management team or Human Resources at (215) 463-2500. All allegations of harassment will be investigated promptly and in a confidential manner as is consistent with the effective investigation. Investigation of a particular incident may include interviewing the alleged harassed employee, the alleged harassing employee, and any third party witnesses, as well as the consideration of any other potentially relevant information. We will take appropriate corrective action when warranted.

Alcohol and Drug Use Policy It is the Eagles desire to provide a drug-free, healthy and safe workplace. To promote this goal, employees are required to report to work in an appropriate mental and physical condition to perform their jobs in a satisfactory manner.

While on the stadium’s premises and while conducting business activities off the stadium’s premises, no employee may use, possess, distribute, sell or be under the influence of alcohol or illegal drugs. The legal use of prescribed drugs is permitted on the job, only if it does not impair an employee’s ability to effectively perform the essential functions of the job in a safe manner and that does not endanger other individuals in the workplace.

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Violations of this policy may lead to disciplinary action, up to and including immediate termination of employment. The Eagles may, at its discretion, require participation in a substance abuse rehabilitation or treatment program for the employee to continue employment. Such violations may also have legal consequences.

Employees with drug or alcohol problems that have not resulted in, and are not the immediate subject of, disciplinary action may request approval to take unpaid time off to participate in a rehabilitation or treatment program.

Employees with questions on this policy, or issues related to drug or alcohol use in the workplace should raise their concerns with their Supervisor or the Director of Human Resources without fear of reprisal.

Player Contact Employees may not socialize, solicit autographs, take photographs, elicit services or ask for special services from players, a player’s family or other celebrities/dignitaries while on duty and/or in uniform. Violators of this policy are subject to discipline up to and including termination of employment.

Promotional Items A valid event day ticket must be presented to receive a promotional item. Do not ask for, accept or take promotional items for yourself or others. Employees may receive promotional items upon the purchase of tickets for the applicable event. If there are extra promotional items available after an event, we will be sure to offer them to Game Day Staff Members at the next event.

Lincoln Financial Field ID Badge A Lincoln Financial Field ID badge will be issued to each employee. The following rules apply:

Access will be denied to Lincoln Financial Field without a valid, Lincoln Financial Field issued ID badge.

Lincoln Financial Field ID badges are non-transferable and must be displayed at all times while on Lincoln Financial Field property.

A fee will be charged for replacement Lincoln Financial Field ID badges.

Lincoln Financial Field ID badges are the property of the Eagles and must be returned upon termination of employment or at the request of Management.

Staff Parking Staff parking lots are subject to change. You must show your Lincoln Financial Field ID badge to enter lot. Please car pool or take public transportation whenever possible. Typically, event day parking is located on Pattison Avenue, directly to the west of the NovaCare Complex. Directions are listed in the Game Day Staff Handbook. Please Note: Certain game day staff members do pay a small fee for parking on Game Day. As a Merchandise Game Day Staff Member, you do not pay for parking. Parking attendants are aware of this, however sometimes there may be confusion. If you are ever charged for parking, please contact Vanessa immediately.

Employee Entrance The Employee Entrance is located on the East side of the stadium, off of Darien Street. Enter the stadium gate between the SCA Club and Suites entry and the end of the Northeast Gate fence. You will enter the stadium through the door to the left of the large, roll-up door and proceed to Employee Check-In. You must present your Lincoln Financial Field ID badge and scan in at the computer for admittance or you will not be permitted to enter the stadium. Only Game Day Staff scheduled to work the event will be admitted to the stadium. Upon checking-in, all employees must proceed to their briefing area. Under no circumstances are employees permitted in restricted areas of the stadium without authorization by a manager.

Event Brief Sheet Just as your Game Day Staff handbook is your guide for working at Lincoln Financial Field, the event brief sheet is your game day guide for specific event information. The event brief sheet includes information relating to the event timeline, your top six (6), TeamUP!, hospitality locations, merchandising information, security issues, and other vital special event notes. For every event, you should keep your event brief sheet handy with your Game Day Staff handbook.

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Top Six (6)

When you report to your assigned work area, review the following locations and how to give precise directions to each listed in your Top Six (6). These locations will be an integral part of your role on event day.

First aid station

Restrooms

Designated smoking area

ATM

Guest Services Center

Concession stands

Team UP! Working together is a critical key to the success of our game day roles. At each event you should TeamUP! with the other Game Day Staff members working in your area. You can do this in four (4) easy steps:

1. Introduce yourself 2. Describe your role 3. Share information 4. Ask how you can help

Dealing With Difficult Guests and Problems Most guests respect the rights of people around them and obey stadium policies. However, this is not always the case. One of your challenges will be to identify and appropriately respond to the small percentage of guests who are not courteous or cooperative. One difficult guest can ruin the experience for many others. In your role as a representative of the Eagles and Lincoln Financial Field, it is imperative that you are always courteous and respectful of all guests. If a guest is not complying with stadium policies, politely inform the guest of our policy and ask for his or her cooperation. Evaluate the situation and determine if there is an easy way for you to resolve the situation. If the problem or conflict continues, or if a guest is threatening to you or other Guests, notify your supervisor or Event Security via the Command Post. Never argue or speak disrespectfully with a Guest. Do not attempt to break up a fight or argument among fans.

Incident Cards/Reports Employees are required to legibly and accurately complete incident cards to report an encounter with an injured/ill person, a security issue, disturbance, or any other incident that is of an unusual nature. Incident cards are located in your stand binders at all times. Additionally, they are available at all Guest Services Centers located on the main concourse behind Sections 121, 136, 206 and 226 as well as at Concierge desks and podiums in all Premium Areas. Documenting all incidents is important to you and the organization. “When in doubt, write one out.” Make sure all information is accurate, detailed and legible and be sure to include your name on the card. Report facts and direct observations only, not your opinions or speculation. Complete an incident card as soon as you can while your recollection of the incident is fresh. Submit completed incident cards to your Supervisor as soon as possible. Supervisors will return incident cards to management at the end of the event.

Gratuities/Tips Tips may never be solicited or accepted under any circumstances. Accepting food or beverages from any vendor or concessionaire is also not permitted. Incidents should be reported to your Supervisor. Rather than providing money, encourage a guest to send feedback about your performance via email to fanfeedback@lincolnfinancialfield.com, call the Guest Services hotline at (267) 570 – 4400 or fill out a Guest Comment Form. Guest Comment Forms can be found in your stand binder or at a Guest Services Center located on the concourse behind Sections 121, 136, 206 and 226. Guest feedback regarding your performance can lead to employee recognition and many other opportunities and fun prizes.

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Breaks Employee breaks are only permitted when assigned to you by your Supervisor. Typically, there is an established break schedule to ensure that each staff member receives a break. You should not leave your post unless approved by a Supervisor. If you have an emergency situation, alert your Supervisor of the emergency and that you must leave your working area. When walking through the stadium during your break, you will still be considered “on duty”. If you are approached by a guest, you are expected to provide them with assistance. Never tell a guest that you are not available because you are on a break. No employee may leave the stadium on his or her break. Consuming food or beverage in public areas while on duty is not permitted. If you are caught eating in public by your supervisor or a member of the management team, it will be considered a work rule violation and you will receive one (1) point. Break rooms are provided for your convenience and are equipped with vending machines offering snacks and beverages. Make sure to do your part to keep these break rooms clean. The nine (9) Game Day Staff break rooms are available in the following locations:

Section 106 (MC105-02): In-line 103, Portables 109 & 137

Section 125 (MC125-03): In-lines 125, 121 & 134, Portables 128, 124, 117, & 233

West Lower Suite Level behind Concierge Desk (LS 05.04): West Suite Cart, In-line C4

Section C15 (CS 15.02): In-lines 113 & C22

SCA Club Suite Level across from Suite 137 (UC 15.04): SCA Suite Cart

Section 205 (UC 205.07): Portable 204

Section 226 (UC 226): In-line 226, Portable 210

Near Merchandise Check-In Table on Service Level: Merchandise Employees

Back of Employee Check-In: Any Employees

Smoking Policy Employees are not permitted to smoke (1) when dressed in Lincoln Financial Field uniform and (2) while on duty. Duty extends from the time of arrival at Lincoln Financial Field to the time of departure. If absolutely necessary, smoking is permitted during breaks. Game Day Staff members are permitted to smoke in designated smoking areas as long as they are NOT in uniform. A violation of this policy can result in discipline up to and including termination of employment.

Bird’s Eye View – Game Day Staff Newsletter The Birds Eye View - Lincoln Financial Field Game Day Staff newsletter- provides an inside glimpse for staff members of our event operations. The Birds Eye View features articles about Eagles football, sports and entertainment events held at Lincoln Financial Field, helpful reminders and updates about our event operations, special recognition of exceptional staff members and much more! Published for all large scale events, you won’t want to miss what’s going on in the Birds Eye View. If you would like to participate in the Birds Eye View by submitting photos or writing an article, please send your ideas and information to employeesuggestions@lincolnfinancialfield.com. Game Day Staff Website Visit http://www.lincolnfinancialfield.com/merchandise_gameday_staff.asp for your own site for EVERYTHING game day staff. Here you can view upcoming event schedules, download reference materials, and catch up on fun articles, photos and contests only for Game Day Staff. Bookmark this site on your favorites; you won’t want to miss the excitement. If you would like to be published on the Game Day Staff website, please send your ideas and information to vgreaney@eagles.nfl.com.

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Incentive Programs There are many opportunities for Game Day Staff members to be recognized for outstanding work and going “above the call of duty”. The following list highlights some of our featured programs but does not encompass all of our incentive programs. (* Denotes additional incentive programs that are administered through the Merchandise department.)

Eagles Wings Program: The Eagles Wings program consists of a series of pins that symbolize achievement within the Game Day Staff. Upon completion of your first event, each Game Day Staff member is awarded green eagles wings. A staff member who goes above and beyond the job description or creates a memory is eligible to receive bronze wings. A staff member who promotes a positive change in the work place, promotes a cultural shift, or significantly impacts a fan’s experience is eligible to receive silver wings. A staff member who creates a one of a kind guest service experience is eligible to receive gold wings. Staff members who earn bronze, silver, and gold wings are recognized in the Birds Eye View and are eligible for special prize drawings at the Post Season Party.

Most Valuable Player (MVP): Following each Lincoln Financial Field event, each department and service partner organization selects a member of their Game Day Staff as their Most Valuable Player (MVP). MVP will be awarded to a Game Day Staff member that demonstrates great teamwork. MVP winners will receive an MVP pin. Additionally, the names and photos of MVPs are proudly displayed at the following home game/event on the MVP Board located on the Service Level. All MVP Winners are entered into prize drawings and recognized in the Birds Eye View. At the Post Season Season Party, one MVP winner is eligible for a special prize drawing. Game Day Staff members can nominate one another for the Most Valuable Player (MVP) award, though it must be signed by a management team member.

First Down Dollars: $5 vouchers that may be redeemed for merchandise at the Post Season Party. First Down Dollars will be given out by supervisors and members of the management team.

Good Play Card: Rewards Game Day Staff members that are seen being safe, clean, or friendly. When a staff member receives a completed Good Play Card for being Safe, Clean, AND Friendly, they will be awarded in $15 worth of First Down Dollars.

100% Club: Each time you receive a 100% on a secret shop, you will be awarded in $15 worth of First Down Dollars. Additionally, you will receive recognition on the service level.

Sales Goal Winners*: After each Eagles home game, all locations that reached their sales goal will receive a “goody bag” at the following event. Additionally, each stand that met their sales goal will be entered in the Sales Goal Drawing. One location will win an autograph items for each stand member. There are no sales goals for special events.

BBQ Wings*: At the end of the season, the best merchandise team/stand in the facility is awarded BBQ Wings. All stands are eligible to win this award. Stand Supervisors and/or Zone Supervisors are to complete the nomination form. Winners are chosen by their ability to work together as a team, provide outstanding customer service to guests, and consistently make Lincoln Financial Field a safe, clean, green, and friendly environment. Additionally, BBQ winners may be determined by the number of times staff members meet their sales goal, staff members’ attendance records, and staff members’ ability to adhere to work policies. BBQ Wings winners will be announced at the final game of the season. Each team member will receive a $15 gift card to a local restaurant.

Radio Use (Supervisors Only) Radios are expensive devices and should be handled with care. Be sure to properly check in/out your radio each day. Upon acquiring your radio, check its working condition. Make sure you are able to transmit and receive. Also, check the physical condition of radio. Upon return, please identify any technical or functional issues.

Our system uses a repeater. There is a short delay before being able to transmit. Wait 2 seconds before beginning to speak.

Messages should be brief and to the point. Lengthy or sensitive issues should be discussed in person or by telephone. As much as possible, coordinate to meet with someone to discuss a sensitive issue.

To report an incident, know what you are going to say before you use your radio. State who you are, your location and the situation.

Use of an earpiece or headset is mandatory when using a radio. No radio is to be transmitting information in a public area without the use of an earpiece or headset.

Guests can hear radio transmissions. Use appropriate language and content. Always transmit using a calm, clear, normal tone of voice.

Listen for any radio traffic before attempting a transmission. If you have a security or medical call, wait until Command Post acknowledges the call before sending a transmission. They may be busy coordinating a response.

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Telephone Usage Stadium telephones should be kept clear for business calls. While on duty, use of cell phones will not be permitted. Furthermore, staff members are not allowed to wear Bluetooth headsets while on duty. Supervisors are allowed to use their cell phones to contact management or other supervisors, if necessary. We recognize that personal phone calls are, in extreme instances, necessary but ask that employees keep personal calls to a minimum. If such an instance occurs, you are not to be in uniform, in the public view, on the phone. This will be considered a work rule violation of the uniform policy. Please move to the service level or an employee break room. Excessive personal calls or excessive texting while on post, may be grounds for disciplinary action up to and including termination of employment.

Uniform/Appearance Guidelines As with all of your duties and responsibilities as a member of the Philadelphia Eagles and Lincoln Financial Field Game Day Staff, you are expected to demonstrate professionalism and good judgment at all times related to your appearance. All staff members working at Lincoln Financial Field are required to present themselves in a clean, neat and professional manner. If you do not meet these guidelines, you will not be permitted to work. All Game Day Staff members must comply with the following:

Uniforms must be worn at all times and be clean and wrinkle-free. They should not be too loose, too tight, low on the hips, short in length, faded or in need of repair.

Intentional body alteration or modification that detracts from a professional image is prohibited.

Sunglasses may be worn when sunlight prevents you from doing your job safely, effectively and comfortably. They should be removed when interacting with a guest.

Shoes and socks must be clean and in good condition. Open toed shoes are prohibited.

Hair must be clean, well groomed and worn in a manner that does not interfere with performing one’s duties. Moustaches and beards must be neatly trimmed.

Jewelry must be conservative and discrete. Any jewelry that detracts from the uniform or poses a safety issue is prohibited. Hoop and dangling earrings are highly discouraged. The size of the hoop must be no larger than a nickel.

A name badge displaying your correct, first name will be issued to you. This must be clearly visible to our guests and worn at all times on the upper right side of the chest level with the logo on the left side.

As recognition of your dedicated service and excellence, you will be awarded with pins to proudly display on your lanyard. Stickers, unapproved pins or other decorations are not permitted.

Due to close contact with guests and other Game Day Staff members, the use of an anti-perspirant or deodorant is required.

Payroll Each Game Day Staff member must clock in and out using the terminals located at Employee Check-In in order to be paid. Staff members are paid starting with their report time, the time they are scheduled to begin work. Clocking in early will not result in additional pay. Clocking in late will be recorded as reporting late for work. Clock out times are reviewed to ensure that staff members are checking out in a timely manner after work is completed. You are paid once every two weeks. Your check is mailed to the address you have provided, but direct deposit is available and highly recommended. It is a GREEN, hassle free way to receive your paycheck more quickly! It is easy to sign up! You may do so by completing the Direct Deposit Form and submitting a voided check. You may also sign up for Direct Deposit on the Green Employee website (https://EAGLES.greenemployee.com ). If you do not wish to sign up for direct deposit, it is your responsibility to update us immediately with any address changes. If you do not receive your check in the mail, for whatever reason, the Philadelphia Eagles will stop payment on the check and reissue you another check ONE (1) time each season. If the problem occurs again, you will automatically be payroll deducted $36 each time, in order to stop a payment on the check and reissue it. In order to avoid the fee, we ask that you sign up for direct deposit.

NOTE: Pay stubs will NOT be mailed if you have direct deposit in an effort to GO GREEN! Paystubs for both direct deposits and live payroll checks are available on the Green Employee website (https://EAGLES.greenemployee.com).

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If you do sign up for direct deposit and close or change your bank account, you must notify us immediately to discontinue direct deposit. Failure to do so may result in a delay in your funds being posted to your bank account, or a live check being issued. Notify Vanessa Greaney, Merchandise Coordinator, via email at vgreaney@eagles.nfl.com or via phone at 267-570-4214, immediately of changes to your bank account. Non-urgent changes to direct deposit accounts can be made via the Employee website (https://EAGLES.greenemployee.com) and will be processed within 2 pay periods.

Suggestions and Comments Your suggestions and comments on any subject are important to us. We invite open communication between employees and Management. We encourage you to bring your questions, suggestions and concerns to our attention. Please feel free to email us at employeesuggestions@lincolnfinancialfield.com. Careful consideration will be given to each of these in continuing our effort to improve our overall stadium operations. In addition, annually we distribute a Game Day Staff survey and encourage everyone to participate.

II. Emergency Procedures

Every Game Day Staff member should be prepared and know what to do if an emergency arises. Your most important contribution to any emergency situation is to remain calm, listen for instructions and look to assist guests. Guests will be looking to you for immediate assistance and assurance.

Entrances/Exits There are seven (7) entrances to Lincoln Financial Field. These locations are as follows:

Northeast Gate: Northeast corner of the stadium

Xfinity Gate (formerly Comcast Gate): Northwest corner of the stadium

Verizon Wireless Gate: West side of the stadium

South Gate: South corner of the stadium

HeadHouse VIP Gate: West side of the stadium near the Touchdown Club (All Premium ticketholders are allowed access to this gate)

SCA Club and Suites Entrance: Suiteholders, Club Seatholders, Touchdown Club, and Guests with disabilities only

West Club and Suites Entrance: Suiteholders, Club Seatholders, Touchdown Club, and Guests with disabilities only

Event Command Post The Command Post is located in the Event Operations office. It is staffed by the Philadelphia Police Department, Stadium Operations, Event Operations, CSC, APEX and NES units. The event command post is the central hub of information on event day. Any and all emergency and/or evacuation instructions will be communicated to all Supervisors from the Command Post. All Game Day Staff Members are encouraged to contact the Command Post when deemed necessary. Examples include, but are not limited to: Lost Person, Unruly Guest, Theft, Operational Issue (such as lights out or power outage), Cleaning, Wheelchair escort, etc. You may contact them by dialing ext. 4601. Supervisors may contact Command Post via radio on Channel 1.

Evacuation Procedure At the start of each shift, your Supervisor will provide you with a safety briefing that will include specific information based on your duties and location about what you need to do in the event of an evacuation. Listed here are some general points about evacuation procedures:

Project a calm and confident image.

Follow the instructions of your Supervisor and the Command Post. Stay at your post unless you are in immediate danger.

Immediately close, lock, and secure your assigned location.

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If you are assigned to the Pro Shop, Inline125, or Inline 113, merchandise staff with the help of CSC staff, should secure the doors and ensure that guests do not possess unpaid merchandise. Next, merchandise staff should begin to clear the store of all guests, starting from the back.

For all other locations, supervisors should immediately close the gates and remove all cash from the cash drawers prior to locking the location and evacuating the building. Supervisors will have further instructions on the cash handling procedure.

All Game Day Staff should direct Guests to exit the stadium and move away from the building in a calm and orderly manner.

Look to assist any Guests with disabilities.

Once the stadium guests have cleared, please exit the stadium as quickly as possible. Supervisors should make sure that all of their employees are accounted for, and moved to a safe location away from the building.

Emergencies Review the following responses to general, medical and fire emergencies. Responding to emergencies:

Notify the Event Command Post immediately by notifying your Supervisor or nearest Game Day Staff member with access to a radio. You may also call the Event Command Post by using the phone in your stand. The Event Command Post phone number is located on your phone as well as in the Stand Binder.

Give your name and the exact location and nature of the emergency. Immediately advise your Supervisor of the situation and stay with the situation until help arrives. Use your yellow signal page in the front of this handbook to help identify your location.

Crowd control the area. Keep all walkways clear and determine safe routes away from the area.

Complete an Incident Report. Using your incident card, fill out the name, address and other appropriate information. Depending upon the nature of the incident, names and phone numbers of witnesses may also be required.

During medical emergencies: o Crowd control the area. Keep all walkways clear for the medical team to access, treat and evacuate the guest. o Do not attempt to move any person who has fallen and appears to be in pain or render any first aid before trained

medical professionals arrive. Comfort the victim and reassure them that medical assistance is on the way.

During fire emergencies: o Crowd control the area. Keep all walkways clear and determine safe routes away from the area. o Contain the fire by taking immediate action with available fire fighting equipment. o Evacuate, directing guests to a safe stairwell or exit, moving them away from the building. Do not use elevators in

the event of a fire. Look to assist any guests with disabilities.

III. Merchandising Department Policies and Procedures

GENERAL MERCHANDISE INFORMATION

Eagles Pro Shop at Lincoln Financial Field- Philadelphia, PA (267) 570-4500 o Open year round o Open 7 days a week in-season

Monday-Saturday 10am-5pm Sunday 11am-4pm

o During events, the Pro Shop is closed to the public – only event ticket holders have access.

Eagles Pro Shop at Rockvale Outlets – Lancaster, PA (717) 299-0265

Eagles Pro Shop at Garden State Park- Cherry Hill, NJ (267) 570-4800

Philadelphia Eagles Catalog (888) 2-4-STUFF

Philadelphia Eagles Internet Store – store.philadelphiaeagles.com

Philadelphia Eagles Tours- Lincoln Financial Field – (267) 570-4510 o Monday through Saturday o VIP Tours (Public Tours) and Group Tours (Private Tours) are available

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SCHEDULING (Supplement to Game Day Staff Handbook)

Attendance and punctuality are important factors for your success with the Eagles. We expect you to honor your work commitment and work every event for which you are scheduled. You should arrive to work on time, ready to work and in the correct uniform. Absence and tardiness affects the entire team.

You are responsible for checking your schedule on a regular basis. You can check your schedule on-line at www.lincolnfinancialfield.com. Please get into the habit of checking this frequently in case of a scheduling change or due to NFL flex scheduling. We recommend you check your schedule two (2) days before an event. See Employee Self Service Module User Guide for specific instructions on how to check your schedule.

Merchandise Game Day Staff Points Policy

As a merchandise game day staff member, we expect you to be available for all large scale events at Lincoln Financial Field with an attendance of 35,000 or more. These events are considered “mandatory.” For 2013, all Eagles home games (including pre-season games), Kenny Chesney concert, Taylor Swift concert, and the Army Navy game are designated as mandatory events. We will keep you updated if additional events are added!

Tardy Arrival/Early Departure- Will result in one (1) point on the employee’s record.

o Tardiness is recorded at the staff briefing. You have exactly a ½ hour to get to your briefing from the time you are scheduled to work. For example, if your scheduled start time is 8:00am, your briefing will be at 8:30am. Supervisors are responsible for recording staff tardiness to the management team.

o Two games each season, we will conduct a mandatory, full staff meeting in the Pro Shop prior to the event and all staff will be scheduled extra early these days. You will be notified of these meetings via email. Brief sheets will also contain reminders regarding full staff meetings.

o If you are running late the day of an event, please contact Vanessa immediately in order to avoid earning one (1) late point. If you only contact your supervisor, you will still be considered late and you will receive one (1) late point.

o If you are repeatedly late to events, regardless of letting us know the day of an event, management reserves the right to give you late points.

o If you need to leave early from an event, please contact Vanessa prior to event day/game day.

o If you repeatedly leave before the event is over, regardless of letting us know in advance, management reserves the right to give you a point.

Work Rule/Policy Violations- (incomplete/improper uniform, improper employee conduct, use of cell phone in public, register overage/shortage, unauthorized break, etc.) will result in one (1) point on the employee’s record.

Call Offs- If you are unable to work an event, staff members are required to provide a written request off via email 30 days in advance for all events (regardless of reason). Any request off within the 30 day period will result in two (2) points on the employee’s record.

No Call/No Show- Not reporting for an event as scheduled and not calling off (referred to as a “No Call/No Show”) results in two (2) points on the employee’s record, as well as immediate suspension. After not showing up to an event without prior notice, the staff member will have seven (7) days to contact management. If the staff member fails to contact management within seven (7) days, they will automatically be terminated.

When a staff member accumulates four (4) points on his/her record, there is an automatic administrative review of the employee. The review will result in either a decision to terminate employment or the employee will receive a performance notification. The performance notification will state the conditions that need to be met for the employee to remain on staff, including the requirement that no other points are earned during the season.

If a staff member receives any additional points on his/her record after receiving a performance notification, his/her employment will be terminated.

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Points are accumulated beginning April 1, 2013 continuing through March 31, 2014. Any points earned during that period are not counted after March 31, 2014.

In an effort to GO GREEN, you will receive notification of points via email. Performance notifications will be sent in the mail and must be signed and returned before you work your next event.

Keep in mind that there are only 14 mandatory events at Lincoln Financial Field this year. We expect you to be available for 100% of these events. If you are going to be late for your shift, you must notify Vanessa Greaney BEFORE the start of your workday. In the event that you are ill, have an emergency, or running late, please call Vanessa’s office line or send her an email as soon as possible.

***Merchandise Game Day Staff BONUS Program*** Merchandise Game Day Staff Members who work ALL 14 mandatory events during the 2013 season will receive a $25 bonus per concert and a $10 bonus per game/non-concert events paid at the Post Season party.

You must be available to work ALL 14 mandatory events in order to collect the bonus.

You will earn $25 bonus per concert and a $10 bonus per game, so $185 if you work every mandatory event for the entire season!

If we run into the situation where staff members must be “cut” for an event, you will not receive the $25 bonus or $10 bonus for an event that you don’t work. However, this will not disqualify you from the bonus program.

You must be an active team member of the Merchandise Game Day Staff as of 4/1/2013 in order to be eligible for the bonus program.

Call offs and requests off (even prior to the 30 day window) will automatically disqualify you from the bonus program. o Just because you do not receive points for a call off, does not mean that you are still eligible for the bonus.

The bonus will be paid the week of the Post Season party in the form of a paycheck. Exact date TBD. Standard tax rates will apply.

MERCHANDISE GAME DAY STAFF UNIFORMS (Supplement to Game Day Staff Handbook)

There are a few important things you need to consider before leaving your house that will better prepare you for game day or event day. The impression our employees make upon guests is extremely important to the Eagles organization’s image. If you are found to be in violation to any of these rules, you will be given one (1) point for each uniform violation. Employees that show up to work dressed inappropriately will be sent home.

We provide you with a black Eagles polo shirt for your uniform. This polo shirt should be worn for all Lincoln Financial Field events. Black undershirts must be worn underneath your polo. If you are a male, you will be required to tuck in your polo for the duration of your shift. If you are a female and your polo falls five (5) or more inches below your waistline, you will be required to tuck in your polo for the duration of your shift.

For all Summer events (including Eagles preseason games), front line staff members are permitted to wear tan khaki shorts. Supervisors will wear black shorts so they are distinguished from the front line staff. Shorts must be clean and wrinkle-free with no holes or strings. Cargo shorts are not acceptable. Shorts must be no shorter than two (2) inches above the knee. Shorts must not exceed past the knee. Women are permitted to wear Capri pants.

For all Eagles games, front line staff members must wear tan khaki pants. Khaki pants must be all tan with no contrasting logos or markings. Supervisors will wear all black pants so they are distinguished from the front line staff. Jeans, sweatpants, or leggings are not acceptable. Pants should not be too loose, too tight, low on the hips, short in length, faded or in need of repair. Cargo pants and capri pants are not acceptable.

Belt- If you wish to wear a belt, it must be all black. Belt buckles should be silver or gold with no logos or large designs. Pants without belt loops do not require a belt.

Sneakers –Front line staff are required to wear all white sneakers with absolutely no contrasting color(s). Shoe laces must be all white. Socks must be all white with no contrasting colors. Socks must extend at least to the top of the ankle. Shoes and socks must be clean and in good condition. Open toed shoes are prohibited. Supervisors are required to wear all black sneakers with absolutely no contrasting color(s). Shoe laces must be all black. Socks must be all black with no contrasting colors. Socks must extend at least to the top of the ankle. Shoes and socks must be clean and in good condition. Open toed shoes are prohibited.

Name Tag – A name tag displaying your correct first name and years of service will be issued to you. This must be clearly visible to our Guests and worn at all times on the upper right side of the chest.

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Lanyard and ID Badge- An ID badge displaying your photo and full name will be issued to you. This must be attached to an Eagles Lanyard and worn around your neck at all times.

Black Layers –Only the Lincoln Financial Field issued uniform shirt should be visible. If you need to wear additional layers in the fall/winter, they must be all black.

Black Winter Coat – Merchandise Staff are provided with a black winter coat to be worn during the colder events. This jacket must be zipped up to the Lincoln Financial Field logo at all times. Heavyweight jackets will be provided for your use at each Eagles home game. You are responsible for picking up your jacket upon arrival and returning your jacket at the end of the event. Jackets are professionally laundered after each game. If you wish to purchase the jacket, you may do so. The cost is $50 and you will be payroll deducted the amount. Staff members that do not return the jacket following the event will be payroll deducted the cost of the jacket ($50).

Hat & Gloves – Merchandise Staff are provided with a winter hat. If you chose to wear gloves or a scarf in the winter, they must be all black.

At times, employees are permitted and encouraged to wear products from the store in an effort to make the product more visible to guests (i.e. Pink Breast Cancer scarf). For hygienic purposes, staff members are not permitted to wear headwear unless they have purchased it themselves. Staff members are not permitted to wear any Eagles merchandise that we do not carry.

No head coverings are permitted, except the knit winter cap you will be provided with in the colder months or head coverings worn for religious purposes.

You are required to come to work in uniform. If you should lose or forget your shirt, you will have to purchase one at your own cost. Additional shirts can be purchased at your own cost in advance for $21.

Do not bring any large totes or duffel bags with you, as they will not be allowed into the stadium. If you need to bring a purse or bag of any kind to the stadium with you, you may store it in your location. Any bag brought into your location will be subject to a bag search at the end of the event.

Employee lockers are located on the Service level adjacent to the Employee Entrance. Please see Vanessa for details on how to obtain a locker and combination.

Game Day Staff Handbooks are a required part of the Game Day uniform! Don’t leave home without it!

ASSIGNED LOCATIONS There are five different types of merchandise locations:

Eagles Pro Shop – located in the HH Lobby

Merchandise Tents – located in the HH Plaza and on the Field for a concert

In-line Stands (8) – large merchandise stands built into the stadium

Portables (7) – Small merchandise stands that can be moved

Suite Kiosks (3)- Small merchandise stands with only one employee

You will receive your assigned location and/or your designated meeting spot when you clock-in at the employee entrance. The system allows us to give you notes when you check-in. Please be advised that you must check the system to see where you are scheduled to report before each event. You can also check your assigned location on the Merchandise Information Board located behind the Pro Shop on the service level. You are required to stay at your location at all times. You may not rotate between locations or leave for unauthorized breaks. If you are unhappy with the location to which you have been assigned, please speak to one of your supervisors or to Vanessa to discuss a transfer to a new location. We want you to be happy in your work environment and will do everything possible to accommodate the location transfer that you have requested.

POSITIONS There are three different types of Merchandise front-line staff positions in the stadium on Game Day.

Cashiers are responsible solely for ringing the register. Cashiers maintain a clean and organized register area.

Support staff knows how to ring a register in the event it is necessary, but primarily they help guests and/or assist the POS staff by bagging. Sales support keep all back stock organized and displays looking neat and fresh. Pro Shop support staff ensures that clothing is sized, straightened, and filled-in.

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Special Teams staff fills any vacant positions in the stadium on event day. They will not be assigned to a permanent location, but are vital to the game day operation since they help out wherever needed.

MERCHANDISING GUIDELINES Here are some important things to remember when merchandising your stand before, during, and after an event:

1. Displays: Always make sure merchandise is in place and presentable. Items should be hung and organized properly. New items should be displayed immediately and in a prominent location. Apparel should be displayed in size order.

2. Back Stock: Any extra merchandise should be organized and placed neatly in the designated back stock areas. Displays should be filled in regularly from the back stock.

3. “Quality of show” - Guests do not want to see what goes on “behind the scenes,” making stand cleanliness extremely important. Counter tops should be clean and wiped down prior to opening. Empty hangers and boxes should never be visible to a guest and should be placed in a back room out of sight. Brief sheets and other paperwork should not be left out on the counter.

DAY OF THE EVENT- OPERATING PROCEDURES

Pre-Event When you arrive at the stadium, you report to the Employee Entrance. After proceeding through the security check, you will swipe into the ABI computer system using the bar code on the front of your ID badge, check your assigned location, pick up a boxed lunch from employee check in, and report to your briefing area (briefing areas are centrally located for each supervisor and may not represent the exact area in which you will be assigned to work). Supervisors will give their staff briefing exactly ½ hour after your scheduled report time. You must be at your briefing area in time for briefing or you will be given a work rule violation. Supervisors are responsible for relaying all pertinent information to their staff members prior to the start of an event. Just as your Game Day Staff handbook is your guide for working at Lincoln Financial Field, the event brief sheet is your game day guide for specific event information. The event brief sheet includes information relating to the event timeline, your top six (6), merchandising information, and other vital special event notes. For every event, you should keep your brief sheet handy with your Game Day Staff handbook. The brief sheet will be emailed to you 1-2 days prior to an event, but copies will also be provided on event days for your reference. All staff, especially support staff members will be required to fill in merchandise, display new merchandise, and place all items in size order before gates open. Cashiers must verify the $400 opening funds in their drawers before ringing any sales. The cashier logs into the POS terminal using their specific user id and password. Cashiers sign off on the opening balance. Any discrepancies in the opening balance should be reported to the supervisor for investigation. Cashiers should evaluate whether or not their POS terminal is operating properly before the start of an event. Please contact management immediately if something is not functioning properly. Cashiers should familiarize themselves with merchandise prior to gates opening. NO tickets or tags should be taped to the monitor. If something is not ringing properly at your location, it most likely is not ringing at other locations as well. Please help us by notifying your supervisor immediately.

During the Event Guests will select merchandise from the displays and decide if they would like to purchase it. When a guest is ready to make a purchase, the support staff retrieves the merchandise from the back stock and the cashier rings the sale. A word of caution: Do not pass merchandise to guests through a crowd, whether they have purchased it or are simply looking at it. Also do not give the guest their bag of merchandise until the sale has been completed on the register. In the event that someone steals merchandise: DO NOT CHASE THEM! Locate the nearest CSC staff member (yellow shirts) or APEX Staff member (black shirts). Also, every location has a phone. Immediately call the command post (ext. 4601), report your location, and give them any other viable information such as: what was stolen, which way the person is headed, and a description of the person. All shoplifters will be prosecuted to the full extent of the law.

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In the event that the guest is requesting an item that your stand does not carry, please take the following actions:

Contact the nearest location in the stadium to you. You can call them by using the phone in your stand. All stand phone numbers are listed in the stand binders. Your supervisor could also contact other supervisors to see if they have the item.

Call the Pro Shop Operator (ext. 1500) to see if they have the item in stock. Do not assume the Pro Shop has EVERY item. We do not want to send the guest all the way to the Pro Shop during an event if the item is not in stock

If you are running low on stock of items you carry in your stand, please notify your supervisor. They are able to contact the warehouse for items. We want to make sure your inventory remains at an acceptable level- do not wait until half time or the end of an event to report your needs. Please do not leave your stand to get products from another location. We have zone supervisors to do this job.

Post Event Within one hour following the event, each location is notified by their supervisor when to close their stand. No one is permitted to close or leave a location until authorized to do so by your supervisor. At this time, sales support should make sure that all displays are presentable. All areas of the stand should be tidy and organized. There should NEVER be any food or drinks left in a stand. If you are required to store food or drinks during an event, please keep them in the stock room away from any merchandise. Please ensure to remove all food and trash after the event has concluded. All trash MUST be removed from the stand. All empty boxes should also be thrown out. No trash should be placed on the concourses until after the event has ended. Cashiers begin the drawer reconciliation process after the supervisor has authorized them to do so. The cashier counts and verifies the cash in the drawer reconcile screen. A cashier is NOT permitted to actually reconcile the drawer – only a supervisor may do so. Supervisors are required to verify the final deposit amount against the X report by physically counting the cash deposit prior to entering their password for final drawer reconciliation. The cashier MUST be present during this process. The cashier and the supervisor must initial the final deposit on the Z report. No one may leave the stand until the cash has been verified and the stand has been locked and secured by the supervisor. Supervisors must check all bags, jacket pockets, etc. upon closing the location.

REGISTER PROCEDURES ALWAYS smile and greet your guests as soon as they walk into the store or approach your counter. Be polite, and most importantly, THANK THEM after every interaction regardless if they have made a purchase! FOCUS on the importance of a “Fond Farewell.” A thank you should always be followed up with an “Enjoy the Game” or “Have a good evening.” If a piece of merchandise does not have a ticket, locate the exact item that the guest is buying on the sales floor or in your stand. This item must match the exact size, color, and style of the item being purchased in order to use that ticket. You may also do an item inquiry on the sales screen. If you cannot locate a ticket, inform your supervisor and the number will be located for you. ALWAYS give the guest their copy of the receipt. Always ask the guest if they would like the receipt in the bag or if they would like to hang on to it. This helps avoid future problems with returns/exchanges and it alleviates issues in the Pro Shop where a guest MUST show a receipt upon leaving the store.

PAYMENT METHODS Cash – Please be sure you are giving the correct change back!

Traveler’s Check –This tender type will be listed on the bottom of your screen. Cash should be given back as change. All traveler’s checks should be made payable to Philadelphia Eagles LLC.

Credit Cards – We accept Visa, MasterCard, Discover, and American Express. Select credit on your screen and swipe the card. When approved, have the guest sign the receipt. Please check to make sure that the signature on the back of the card matches the signature on the receipt. If it does not match or if there is no signature on the back of the card, please ask for their ID. This is extremely important! Please explain to the guest that this is for their protection. If they do not have any ID on them, you cannot complete the transaction and a supervisor will need to perform a void. If the transaction is approved, give the guest their copy of the receipt and retain the signed copy. If the credit card is declined, please retry the card first. If it is declined again, you need to ask for another form of payment. Please thank them using guest’s name if they paid with a credit card.

Philadelphia Eagles Gift Cards – The Pro Shop sells gift cards in $25 and $50 increments. These gift cards can also be found at Acme locations and local food/drug stores. Guests can use gift cards towards purchases at Eagles Pro Shop Locations,

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catalog purchases (1-888-2-4-STUFF), or internet purchases (store.philadelphiaeagles.com). No cash is to be given for remainder of gift cards. If there is still a balance, they need to use their gift card in the future towards another purchase to use up the card. Discounts cannot be given on gift cards.

Loaded Ticket- A Loaded Ticket is a ticket that has monetary value added at the time of purchase. Guests can use their loaded tickets to buy merchandise or concession items. No cash is to be given for remaining balances on Loaded Tickets.

Checks – We do not accept personal checks!

Debit Cards – We do not accept MAC cards unless they are a Visa or MasterCard.

Pay Pass is not accepted at any merchandise location. Concession stands do, however, accept Pay Pass.

COUPONS/DISCOUNTS

NO employee discounts are to be given on game day with the exception being players’ family members. In the event that you have a family member requesting a discount, please direct them to the Pro Shop or radio a member of the Management team.

One (1) Promotion has been approved by management for Game Day during the 2013 Season: o Season Ticket Holder Discount: $10 off any purchase over $100. This offer will be printed on the Season Ticket

Holder ID card with a bar code. The bar code should be scanned on the item entry screen and the $10 will automatically deduct from the sale. This discount can be used multiple times throughout the year. Please check coupon for expiration date. This discount is valid at all Eagles Pro Shops. Only one discount can be used per sales transaction.

Please note that cashiers are responsible for deeming a transaction valid for the discount. Any misuse of the discount (i.e. taking the discount on a sale less than $100) will result in disciplinary action.

SUGGESTIVE SELL

SUGGEST items to each guest, regardless of purchase. If a guest is looking for a sweatshirt, but you do not carry one, suggest a long sleeve tee or jacket instead. If a guest asks you about an item that you do not carry in your stand, and you do not have a comparable item or size, direct them to the Pro Shop or our website. If a guest is making a purchase, suggest a game day pin or game day program as a commemorative piece.

CASH HANDLING PROCEDURES Cashiers are accountable and responsible for the cash and gift cards in their cash drawers at all times during the event. The cash bag is dropped off by the supervisor at the beginning of an event. Cashiers MUST verify the opening balance in their cash drawers prior to the start of an event. Whenever the register is not in use by the cashier, the register should be secured, allowing no one to have access to the drawer’s funds unless they log on. Other employees working within the merchandise stand, kiosk, or store must not be involved with the cash handling function. Cash transactions are restricted solely to the cashier and supervisor. Under no circumstances will another employee operate a terminal under someone else’s POS login or while the cashier is on break. Cashiers are responsible for counting and reconciling their cash drawers at the end of an event. They are responsible for verifying the final deposit amount. Since the cashier has the ability to secure their register, they can and will be held fully responsible for the funds in their drawer. During an event, if a stand runs out of change, the cashier should first seek change from other cashiers within his / her stand. If change is not available within the stand, the cashier should notify the supervisor. The supervisor should first seek change from other stands within the proximity and if that fails, the supervisor should contact Accounting for change. Please do not wait until half time or the end of the event to call for change. Please check frequently to see if you are running out of ones, fives, or tens. Cashiers are responsible for counting cash transfers to and from their assigned location during the event. For all locations with Point-of-Sale terminals, any cash-to-sales discrepancy (over or short) of equal to or more than $25 is regarded as a cash handling violation and the staff member will receive one (1) point. Cash-to-sales discrepancies are defined as the difference between actual cash and the Point-of-Sale terminal reconciliation sheet. If there is a violation, no one may leave the stand until a member of merchandising management and/or the accounting department has been called to investigate. All cash handling violations will be recorded and reviewed by the merchandising management and may result in disciplinary action up to and including termination.

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Persons authorized to collect money - Only those employees approved by the Philadelphia Eagles are authorized to collect or receive money for the organization whether from cash sales or from other sources. Those authorized will have a full-time Philadelphia Eagles employee badge, they will most likely be Full Time Accounting Staff members. If someone is ever in question, please don’t hesitate to ask to see their badge or call down to management to confirm. Counterfeit Currency - It is the responsibility of all persons authorized to receive cash to exercise reasonable care in screening cash transactions for counterfeit currency. All $50 and $100 bills must be marked with the counterfeit pen located at each terminal. The counterfeit pen should show a yellow/brown ink if the bill is legit. The ink will show up black if the bill is counterfeit. Should you receive a counterfeit bill, please inconspicuously contact the command post at ext. 4601 prior to the guest leaving the stand (if possible). Try to give a good description of the person, because they may flee the scene immediately. DO NOT CHASE THEM! Make sure you have not given the bag to them yet and hang on to the bill in question.

SUPERVISORS

Supervisors are responsible for all actions of their assigned staffed members. They will make sure that all policies and procedures are being followed accordingly. Supervisors meet with merchandising management prior to each event to discuss any pertinent information. From there, they pick up the opening balances for your registers and your register keys. They then report to their assigned locations. You will meet your supervisors at a designated location for a meeting prior to the start of each event.

Zone Supervisors assist inline supervisors in an assigned “zone.” They are responsible for controlling inventories, checking on portables more frequently, supporting in-line supervisors so that an in-line is NEVER left unattended, and for helping with the drawer reconciliation procedure. Special Team Supervisors are assigned locations on the day of the event. They fill vacant Stand Supervisor or Zone Supervisor positions. Supervisor Responsibilities:

Extensive knowledge of all Game Day Staff Handbook Policies & Procedures and Merchandise Staff Policies & Procedures.

Work closely with Guest Services and CSC supervisors in your immediate area.

Communicate effectively with Zone Supervisors.

Complete a staff briefing.

Ensure that staff complies with dress standards.

Ensure that staff members are complying with the Personal Cash Rule ($20 cash rule).

Review Secret Shops with Staff Members.

Open and close the POS terminals. Place $400 opening balance inside cash drawer until cashier arrives.

Open locations and lock down locations at the end of an event.

Monitor cash amounts in the POS terminals. This includes monitoring change situations and coordinating cash pick-ups.

Manage stock levels. Notify Warehouse manager of product needs.

Complete VOIDS, Returns, and Exchanges if needed.

Assign break times – you are not permitted to take a break unless your supervisor has allowed you to do so.

Assist in guest service issues.

Perform a REQUIRED security check after locking each stand. All pockets must be emptied and all bags/purses must be checked.

Report both poor and good employee performance. NOTE: Front-line staff members are encouraged to report both good and bad performance on their supervisors and peers.

o First Down Dollars- Distributed by Supervisors to staff members who go above and beyond. $5 Vouchers good towards merchandise purchases at the Post Season party.

Monitor stand supplies week to week –bags, envelopes, pens, etc. A supply request form should be filled out and submitted to Vanessa if any supplies are needed prior to the next game.

Complete Supervisor Reports: This document contains the supervisor checklist, performance reports, operational issues, and supply requests. Supervisors are required to complete this report and turn it in at the end of the event.

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o Supervisors must document all Eagles bucks that were given out on the supervisor report. All $ must be accounted for in order for management to determine accuracy of bucks distributed.

Sales Goals: Goals will be given to each supervisor, for each merchandise location. Goals should be monitored weekly by supervisors and should be shared with staff members.

RETURNS, EXCHANGES, AND VOIDS Although we encourage our game day guests to make returns or exchanges under our Pro Shop normal operating hours, we will accept Game Day returns as a service to our guests. Game Day returns are accepted at all locations, but only supervisors have the authorization to do a return or exchange. In the event that a shirt is ripped, a hat is torn, or a Football will not inflate, these items may be switched for an exact match as a non-cash transaction. The damaged item should be retained and placed in the damaged merchandise container in your stand. A damage form should then be filled out (you will find these in your binders). Supervisors must use judgment in receiving damaged goods and must determine whether such cases are reasonable under the circumstances. All Special Event sales are Final, i.e. Chesney, Taylor Swift. These items cannot be returned, but can be exchanged for size. Supervisors will need to accommodate exchange requests for these particular events. Immediately following the event, merchandise is shipped out. Therefore, returns and exchanges are not permitted whatsoever after the conclusion of the event. If a location requires a transaction to be voided, the supervisor is responsible for completing the void. A void should NEVER be done “after the fact.” If a transaction needs to be voided, a cashier needs to contact the supervisor to conduct the void immediately. If the employee is requesting a void long after the corrected transaction has been processed, please contact management so that an inventory count can be taken on the item(s) in question. A work rule violation will be given for abusing the void policy.

Only supervisors or management have authorization to do a return or a void. Please see below for instructions:

Return with a receipt: - Ask if they would like to exchange; if not, then credit their account or give them cash back (however they paid for it is

how you need to return it.) Please double check for any discounts. - Exchanges can be done in the POS system. Take the screen out of return mode to add any new items to the

transaction. - If exchanging for the same item, which means same style, color, and size, you do not have to ring through the

register. If the item is defective, you will need to fill out a damage form. - Please circle the returned item in red ink on the receipt. Please mark the item on the receipt as a return, write the

date, and initial the receipt.

Return without a receipt: - Only exchange the item, we do not give cash back. If the guest becomes difficult, you should contact management

immediately.

EMPLOYEE THEFT Employee theft is unacceptable and will not be tolerated under any circumstances. The Philadelphia Eagles Merchandise Department has a zero tolerance policy for theft of any sort and any employee that is suspect of theft will result in automatic termination. To help us prevent theft, NO employee purchases are permitted on a game day unless approved by management. The exceptions to this rule are game day pins, game day programs, and special event merchandise that MUST be rung up by a supervisor. Approved employee purchases should be made prior to the start of an event. All other employee purchases should be made under normal operating Pro Shop hours. Employees are not permitted to have more than $20 cash on them, on an event day, once they have entered the building. Should an employee have an extenuating circumstance that requires them to carry more than $20 cash on a game day, the employee must notify their supervisor prior to opening for business.

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Cash violations in access of the acceptable shortage limit ($25) will be reviewed by management. If, after being reviewed by merchandising/accounting management, you are found to be in violation, you will receive a work rule violation. If a staff member has had numerous cash overages/shortages regardless of the amount, may be subject to a work rule violation. Two violations will automatically equal termination. Any employee whose cash violation is in excess of the acceptable shortage limit, and deemed to be an excessive amount, will be taken to the police room for questioning. Regardless of first time offense, the employee may be terminated. Random stand inventory counts will be conducted to locate “suspect areas.” Stand supervisor and employees will be monitored closely and will be notified of any discrepancies. Incentive program for reporting employee theft: “PEAP – Philadelphia Eagles Awareness Program.” Rewards will correspond exponentially to amount recovered from the theft. If you see an employee engaging in theft, it is your responsibility to inform management. Failure to report such instances could result in termination.

IV. HOW TO ACE YOUR SECRET SHOP Game Day Staff members will be randomly tested by secret shoppers on your guest service abilities. Ratings are sent back to all areas of management. Do our department a favor – follow all policies and procedures at all times – treat EVERY guest as if they are the secret shopper. Trust us; you only want to see your name in this report for a GOOD reason. The secret shoppers will record your stand location, name, and may even take a picture of you. They will note the time they shopped you and have a detailed account of their interaction with you. We want you to be as prepared as you can, so we have listed all of the questions that are on the actual secret shop on the next page and what you can do to get a perfect 100% score and earn yourself some silver wings!

V. GUEST SERVICES Be knowledgeable about the building. Carry your Game Day Staff Handbook at all times to help guide guests and answer questions. When in doubt of an answer, locate another Game Day Staff Member. Don’t be afraid to work with other departments in the stadium. Become familiar with Guest Services (red shirts) and CSC (yellow shirts) that work near your area. We are all out there to assist one another, so please take the time to introduce yourself to other Team members (Supervisors are REQUIRED to know the Guest Services Supervisors and CSC Supervisors in their areas). Be knowledgeable about the products we sell. Know the other locations in the stadium that sell merchandise. Another location may have the merchandise that the guest is looking for. When in doubt, call the pro shop operator to see if they have the item in question. If you don’t know the answer to a question – find out!! Never tell a guest that you don’t know. Let them know that you care and want to help them out. Don’t stand on the sidelines, get in the game! Always be proactive when dealing with guests. Don’t wait for them to come to you, readily approach them in order to make their experience a memorable one. And finally, we ask that you remember the mission statement:

“We will provide our guests with the highest quality sports and entertainment experience in a safe, clean, and friendly environment.”

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IV. HOW TO ACE YOUR SECRET SHOP - QUESTIONS

1. Were they wearing a name tag or badge so you could identify their name? 3 points 2. Did they provide a sincere and polite appropriate verbal greeting such as: Hi or Hello or Good (morning, afternoon, evening) or Welcome to Lincoln Financial Field, etc? 3 points 3. Did they smile? 1 point 4. Did they have an attitude of invitation and welcoming demeanor? 1 point 5. Did they focus on your needs and actively listen to you with good posture, eye contact, verbal recognition and understanding? 3 points 6. Verbally, do you feel their conversation and tone of voice was professional, welcoming and effective? 3 points 7. Did they project a professional image and were well groomed (chewing gum or food, reading a book or newspaper, talking on a cell phone, etc. are unacceptable)? 3 points 8. Did they refer to their handbook to verify the information given, when you asked for directions? 9. Did they have a correct general knowledge of the procedures, locations, and information for this game or event? 3 points 10. Did they anticipate your approach, needs, and were they ready to help you? 3 points 11. Did they maintain a friendly, professional atmosphere watching over guests rather than the game or event? 3 points 12. Did they hand the item to you or take you to the item you asked about or inform you where you could purchase the item such as the Team Store or on the Eagles Website? 5 points 13. Were they productive and efficient in serving? 5 points 14. In completing their communication, did they use a friendly farewell such as "enjoy the game", or "have fun", or "please let me know if there's anything (else) I can help you with or make your visit more enjoyable", etc? 5 points 15. Did they address customer misbehavior incidents appropriately such as profanity, drunkenness, etc? 16. In addressing a customer for compliance, did they use "please" when asking and "thank you" once they complied? 17. Did they act appropriately to clean up a spill, trash, or debris in their immediate area? 18. Did they suggestive sell another specific item with purchase? 3 points 19. Did they deserve extra recognition that goes beyond the typical expectations of service for their position? 20. If no one in their line, did they invite the next guest in the nearest line to be their first customer? 3 points 21. Did they charge accurately for item(s) purchased? 1 point 22. Did they politely inform of total price? 1 point 23. Did they thank you for the purchase? 5 points 24. Did they provide a receipt for purchase? 3 points 25. Did they solicit a tip from you by asking if you wanted your change, having a visible tip cup, or something similar?

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1. ACTION: Don’t forget your name tag! 2. ACTION: Anticipate guests approaching the stand. As soon as a guest approaches you or your stand, smile and say hello! “How can I help you?” is NOT a greeting! 3. ACTION: Smile! You work for the Philadelphia Eagles! 4. ACTION: Focus your attention on the guests in front of you. Appear eager to help in any way possible. 5. ACTION: Be attentive, ask questions, and look directly at the guest when they are speaking to you or vice versa. 6. ACTION: Speak to the guest with respect and in a business-like manner. Be sensitive to their needs. 7. ACTION: Make sure you follow all uniform guidelines and adhere to policies and procedures. 8. ACTION: Carry your Game Day Staff Handbook at all times and reference it upon giving directions. 9. ACTION: Pay close attention to your supervisor briefings and always carry your brief sheet! 10. ACTION: Be alert and acknowledge every customer. Ask if you can help them find a particular item. 11. ACTION: Although it’s important to know the score, it’s more important to be attentive to the guests. Keep your eyes on the guests, not on the TVs. 12. ACTION: If a guest has a question about an item, hand the item to them or take them to the item in the store. If you do not have the item, refer them to our website or hand them a catalogue. 13. ACTION: A guest should never be told that you “don’t know” or “can’t help them.” If a problem arises when helping a guest, seek assistance from a supervisor or co-worker. 14. ACTION: Follow up every guest interaction with an “Enjoy the Game” or “Have a nice evening,” regardless of a purchase. 15. ACTION: Follow stadium procedures at all times. If a guest is distracting to other guests, take appropriate actions and locate the nearest CSC team member to help you rectify the situation. Do not ignore guest misbehavior. 16. ACTION: Be polite and courteous to all guests. If asking for ID, say “May I please see your ID?” Always say “thank you” after every guest transaction. 17. ACTION: Be pro-active and clean up any trash in your areas or contact Aramark cleaning to assist you. 18. ACTION: Always suggest a “go-with” item. Suggest a Game Day Program or Yearbook with every purchase. 19. ACTION: A guest should never be told that you “don’t know” or “can’t help them.” If a non-merchandise related question arises when helping a guest, seek assistance from a supervisor. 20. ACTION: Cashiers should be ready and willing to help the next. Invite the next guest to your line by saying “Next guest please step down to this line.” Do not yell to the guests. 21. ACTION: Cashiers should double check the sales screen to be sure everything rang up as ticketed or advertised. 22: ACTION: Inform the guest politely of the price, “That will be $20 please.” 23. ACTION: Thank guest after each transaction. 24. ACTION: Always hand a guest their receipt or ask if they would like it in the bag. 25. ACTION: Never solicit tips from guests!

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VI. SIGNATURE OF AGREEMENT

Agreement and Understanding of the Philadelphia Eagles Merchandising Policies and Procedures

My signature serves as documentation of my participation in the Merchandise Training Session. I understand the policies and company regulations presented. If I am not in compliance with these policies, I am aware I will face disciplinary action up to, and including termination. This material is intended to provide an overview of some of the Philadelphia Eagles and Lincoln Financial Field policies and procedures and does not necessarily represent all such rules and regulations of the management and may be applied, withdrawn, or amended at any time, with or without notice. If at any time there is a conflict between a description in this guide and personnel policy, the actual personnel policy will govern in all cases. I realize that I am encouraged to consult my manager with any questions that I have.

Signed: ____________________________________ Date: ________________

Print: ______________________________________

Merchandise Authorization Form

I, the undersigned, understand that I am being given responsibility for a cash drawer and for merchandise inventory in my stand. I further understand that I need to verify the amount of money in the drawer at the beginning and the end of each event. It is expected that the cash amount in the drawer will equal the amount specified after reconciliation with the cash register balances. It is also expected that the inventories at the end of the event will be equal to the beginning inventory amount, minus the allocated sale items for that day. Additionally, I will make every reasonable attempt to secure the cash drawer and ensure the integrity of all transactions that I am involved in. Should this drawer be short at the end of an event or should the physical inventory count be short at the end of an event, I understand that I may be presented with a payroll deduction authorization form to authorize deductions for shortages greater than one dollar. I further realize that significant or chronic shortages in the drawer or inventory counts can be cause for disciplinary action up to and including termination from the Philadelphia Eagles organization. Signed: ____________________________________ Date: ________________

Print: ______________________________________ Witness: ______________________________________

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To: Eagles Employees From: Accounting Re: Stop Payments I understand that if I have elected to receive a live check from the Philadelphia Eagles in lieu of direct deposit, I will receive a check by mail on a bi-weekly schedule. This check will be sent to the address that I have provided the Philadelphia Eagles. I, the undersigned, understand that it is my responsibility to update the Philadelphia Eagles with any address updates immediately. In accordance with the Policies and Procedures Handbook, I understand that if I need to have a check reissued to me more than one time, I will be payroll deducted the $36.00 stop payment fee. My signature below acknowledges my understanding of the Live Check Stop Payment/Reissue Policy. I understand that I am subject to this deduction from my paycheck if I do find myself in this situation. I understand that if I have elected to receive direct deposit from the Philadelphia Eagles in lieu of a live check, I will receive my funds on a bi-weekly schedule and no paystub will be mailed to me.

I, the undersigned, understand that it is my responsibility to update the Philadelphia Eagles immediately if I close or change my bank account, and that failure to do so may result in a delay in my funds being posted to my bank account. I understand that if I close my account and do not notify the Philadelphia Eagles in a timely fashion, I will not be reissued a new payroll check until the original amounts are returned to the Philadelphia Eagles as undeliverable, which can take up to 10 business days. ______________________________ Signature ______________________________ Printed Name ______________________________ Date