Ushers

Ushers at the BNP Paribas Open are responsible for helping patrons find their seats, assisting them in locating facilities and assisting in assuring their safety.

General Information

• If for any reason you cannot make your scheduled shift please notify either Alice Moser (760-200-8415) or one of the usher co-chairs or assistants in the Usher Trailer (760-200-8342).
• Shift start times may vary but usually first shift ushers should be at their assigned locations by 9:30 am and second shift ushers by 4:00 pm. It is very important for ushers to be at their post by the time indicated on their personal schedules, as Tournament Operations must be in a position to open the Indian Wells Tennis Garden grounds when indicated on patrons’ tickets. It is suggested that you arrive at the Volunteers Parking Lot “S,” at least one half-hour before your shift starts.
• Ushers should rely on their captains for Tournament, match and shift information. In addition your captain will assist you with items such as bathroom breaks and in scheduling lunch or dinner breaks. Remember, your captain is your best friend.
• The Tournament has a Guest Assistance Program (GAP). In the event a patron needs a wheelchair, please contact your captain and provide the exact location of the patron requesting the wheelchair. The captain will then make the necessary arrangements.
• Ushers must be knowledgeable of the Tournament’s facilities available for disabled persons. The Tournament is committed to providing a space for every disabled patron and for that patron’s companion in every stadium.
• With the exception of Stadium 2 each stadium will have water in coolers and ice in containers exclusively for the use of the ushers. If more water or ice is needed ask your captain to radio Operations.
• If you are assigned to Stadium 2 please bring water with you.
• Do not leave your assigned position while you are on your shift. If you need to leave please notify your captain so that a replacement can be arranged.
• If you are assigned to Stadium 1, 2 or 3 and a patron has a ticketing issue, you must locate your Captain and have him/ her radio the Box Office for assistance.
• Do not leave the stadium at the end of your shift unless your captain releases you. This is especially important at the end of an evening shift as Tournament Operations may move matches from one stadium to another and you may be required to move to a different stadium.
• Texting and use of your cell phone while on duty is prohibited. Please silence your cell phones.
• It is the policy of the Tournament that (1) seats are not to be saved but (2) ushers should use their discretion in assisting patrons who have returned to the stadium and who want to return to the seats they previously occupied.
• Session #1 is on the first Wednesday of the Tournament. Session #2 is in the morning of the first Thursday of the Tournament and Session #3 begins at 6:00 pm of that same day. There will be two sessions each day until late in the second week. Please ask your captain if you are unsure which session(s) is scheduled during your shift.
• Patrons are allowed to enter and exit all stadiums only before and after matches are complete and at “changeovers”. A changeover is the 90-second period of time after the third, fifth, seventh, etc. game in a set. At set-breaks the changeover is 120 seconds. There is no changeover after the first game of a set or during a tiebreak. As a general rule, when players are standing, patrons should be sitting.
• Please familiarize yourself with the location of the restrooms and concession stands near the stadium/gate at which you are assigned.

Stadium Responsibilities

1. Stadium 1 Entries (Gates C and D) will be handled by Security.
2. Stadium 1 – Lower Bowl
   • When you are assigned to the Lower Bowl of Stadium 1 you will meet your captain at the intersection of Gates 1 and 2. Please be prompt and meet your captain at the time indicated on your assignment sheet.
   • Following roll call your captain will assign you to a specific gate.
   • The ushers assigned to a specific gate will work as a team and rotate positions after each changeover.
   • Ushers will rotate positions with one or more ushers in the tunnel, one at the entrance to the tunnel and adjacent to the rope and one seated. The seated usher(s) should watch for patron movement and ensure no items are on ledges in row “Z.”
   • Row “Z” is Reserved seating and may be used by disabled patrons and their companion. Anyone who sits in this row must have a ticket.
   • Every ticket must be checked when patrons enter and reenter the Lower Bowl. Remember every person entering the Lower Bowl must have a ticket or a valid credential, including players, coaches and Suite patrons.
   • Once the usher is assigned a gate it is important for that usher to familiarize himself/herself with the location of the seats in terms of aisle numbers, row numbers and seat numbers.
   • At the end of each tunnel there will be a sign posted with the list of credentials worn by an individual that can enter the Lower Bowl without a ticket. Individuals with “Z”, “B”, “P” Credentials are allowed entrance but a ticket is required for the individual to take a seat.
   • Each gate will be provided with “Quiet Please” signs. These signs are to be used sparingly, i.e when the volume of conversations in the gate tunnels may interfere with the players. Please return the signs to your captain at the end of play of the evening session.
3. Stadium 1 – Upper Bowl
   • When you receive your assignment to the Upper Bowl, you will be instructed to report to your captain at either (1) the north end of Aisle 420 via Entry “B” or (2) the south end Aisle 405 via Entry “E.” Once you have checked in your captain will assign you to a specific location.
   • Remember patrons are allowed to move during play in the Upper Bowl.
   • There is no General Admission seating in the Upper Bowl for any session.
   • On the final three days of the Tournament ONLY TICKETED PATRONS are allowed entrance. Off-duty volunteers are not allowed access.
   • Special attention must be given to patrons sitting at the south and the southwest end of the Upper Bowl. Patrons will migrate to the shade so usher control of both Prime Loge and Loge seats is very important.
   • Please be aware that there are no objects allowed on the ledge immediately in front of the Loge seats. Please be polite and with a smile communicate this rule to patrons.
   • It can be cold and windy in the Upper Bowl, so if you are scheduled for an afternoon/evening shift, be prepared for inclement weather.
4. Stadium 2 – General
   • There is only one session in Stadium 2 (includes AM & PM matches)
   • Entries “G” and “H” will be manned by Security.
   • There are three levels in Stadium 2: (1) Level 100 Reserved, (2) Level 200 Reserved and General Admission and (3) Level 3 General Admission.
   • Stadium 2, and in particular Level 2 of Stadium 2, has many challenges getting patrons to their seats in a timely manner during the changeovers. Please be firm but patient with patrons when assisting them in locating seats.
   • Water fountains and bottle-filling stations are located on the outside of Stadium 2. There are no fountains or bottle-filling stations on the concourse. Ushers should bring water with them to their assigned locations.
   • Bathrooms and concession stands are located on Level 200 and Level 300 concourses.
   • Row “H” in both the Reserved seating and General Admission seating areas of Section 200 has been designed specifically for patrons in a wheelchair and other disabled patrons and their companion. Please DO NOT let anyone else sit in these seats. The wheelchair locations and the companion seats are marked as such. For disabled patrons requiring extra legroom please direct them to Row “H” seats in Sections 213 and 226.
5. Stadium 2 – Level 100 Reserved
   • Ushers assigned to Stadium 2, Section 100 will meet their captain at the south entry, Entry G, at the appointed time.
   • Section 100, the lower level of Stadium 2, is for patrons with reserved seat tickets only.
   • There will be a security guard stationed at each of the eight entries from the 200 level to the 100 level and they will check tickets. The usher assigned to that entry (or entries) is responsible for assisting patrons locate their seats.
6. Stadium 2 – Level 200, Sections 26 -224 Reserved Seating
   • Please note that the 10 aisles pertaining to Level 200 Reserved Seating will be manned by Security.
7. Stadium 2 – Level 200 General Admission Seating – Sections 201-215 & 225-226
   • Seating in the General Admission area of Section 200 is on a “first come” basis. Remember, it is the Tournament’s policy that seats are not to be saved.
8. Stadium 2 – Level 200 General Admission Seating
   • If you are assigned to Level 300 of Stadium 2, please meet your captain at Entry G.
   • Remember patrons are allowed to move during play in Section 300. Section 313 will be reserved for BNP Paribas guests who have tickets for that session.
9. Stadium 3 – General
   • If you are assigned to Stadium 3, meet your captain at the northwest corner of the stadium.
   • Please be prompt as Stadium 3 is large and has many access points and it may take some time for your captain to make the specific usher assignments. Your captain will give each usher a specific schedule for lunch or dinner breaks.
   • All four corner entrances to Stadium 3 will be manned by Security. In addition, Security will be responsible for monitoring Player and Media seats in Row “A” on the east side of the Stadium.
   • Wheelchair locations are on the east side above the permanent seating. Remember, one person may accompany a disabled patron.
10. Stadium 3 – Reserved Seating
    • The only Reserved Seating in Stadium 3 is on the lower west side and on the south end. Your captain will point out these seats to you.
11. Stadium 3 – General Admission Seating
    • The upper stands circling Stadium 3 are all General Admission seats. These areas are open seating and ushers do not need to check tickets.
    • Entry to the General Admission seats is from behind the stands.
    • The permanent seats in the lower east side of Stadium 3 are all General Admission and therefore open seating, except for the seats in the first row marked as reserved for Players and Media.
    • There can be no temporary or usher chairs in the upper grandstands. Ushers are to sit at the end of the bench closest to the assigned gate. Towels will be available for ushers to use as cushions.
12. Stadiums 4, 5, 6, 7, 8 and 9 General Admission Seating
    • These stadiums are all General Admission seating and therefore there is no need to check tickets.
    • Meet your captain at the northwest corner of the stadium you are assigned – except for Stadium 6, where you will meet your captain at the northeast corner.
    • Extra care must be taken at Stadium 4 to ensure patrons are not standing on top of the west side of the stadium attempting to watch the action on the practice courts.

Frequently Asked Questions
These should be questions we hear from patrons frequently and ushers are expected to know the answers.

• Where are the restrooms?
• Where are the drinking fountains?
• Where can I fill my water bottle?
• Where can I smoke?
• Where are the concession stands?
• Can I smoke e-cigarettes?
• Where is the draw board?
• Where is will-call?
• Where is a phone charging station?
• Where is the box office?
• Where can volunteers sit in Stadium 1?
• Where is the Sports Bar?
• What is the USTA?
• Who is BNP Paribas?
• Where is Lost and Found?
• Where is the Village?
• Where is the FILA Retail Tent?
• Where is First Aid?
• Where are ATMs?
• Where are the Stadium 1 and Stadium 2 elevators?
• Where is valet parking?
• Where is Parking Lot G?
• Can I get a shuttle to the parking lot? If so, where?

Important Numbers
Alice Moser – 760.200.8415
Usher Trailer – 760.200.8342
Security – 760.578.1279