Professional Documents
Culture Documents
Rylan Jay Manager, Premium Client Programs & Suite Operations, Premium Client Service
OUR PURPOSE AT CANUCKS SPORTS + ENTERTAINMENT: To be the premier sports and entertainment company in North America. Together, we create inspiring moments and unforgettable experiences.
tAble oF coNteNts
tickets
ExECUTIvE SUITEhOlDER TICKET INfORMATION: General Ticket Policies . . . . . . . . . . . . . . . . . . Vancouver Canucks Tickets . . . . . . . . . . . . . . . . Ordering Additional Suite Tickets For Games & Events . Change Of Address . . . . . . . . . . . . . . . . . . . . Refund Policy . . . . . . . . . . . . . . . . . . . . . . . Replacement Policy . . . . . . . . . . . . . . . . . . . . TICKETS fOR CONCERTS AND OThER EvENTS: Event Notices . . . . . . . . . . . . . . . . . . . . . . . Exclusive Offers . . . . . . . . . . . . . . . . . . . . . . Relocation Opportunity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 . 5 . 5 . 6 . 6 . 6
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services
KEy CONTACT INfORMATION: Internet Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Telephone Numbers at a Glance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
tAble oF coNteNts
PreMiuM clieNt service
Concierge Service . . . . . . . . Rogers Arena Ticket Centre . . . Telephone Services . . . . . . . Internal/Suite-To-Suite Calls . . Local Calls . . . . . . . . . . . . Rogers Operator Assisted Calls . Long Distance Calling Card Calls Television & Radio Operation . . Suite Radio Presets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 16 16 16 16 16 16 17 17 18 18 18 19 20 20 20 21 21 21
ADDITIONAl AMENITIES: Hospitality Suite Rental . . . . . . . Audio-Visual Services . . . . . . . . Tours . . . . . . . . . . . . . . . . . Restaurants & Lounges . . . . . . . Security . . . . . . . . . . . . . . . First Aid and Emergencies . . . . . . Canucks Card . . . . . . . . . . . . Access For Guests With Disabilities Lost and Found . . . . . . . . . . . ATM Machines . . . . . . . . . . . .
tAble oF coNteNts
cANucks teAM store
Vancouver Canucks Team Store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
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The price of additional standing room suite tickets for Canucks pre-season and regular season games will be set prior to the start of each season . For the 2012 .1 3 season, additional tickets are $115 .00 .
reFuNd Policy
Unfortunately, we cannot accommodate requests for refunds or exchanges on arena tickets once purchased .
rePlAceMeNt Policy
Like many other buildings across North America, Rogers Arena has implemented the bar-coding system to access the building for all events . Therefore, in order to replace a lost or stolen ticket, the ticket seat number is needed . Please call your Account Executive with the required information and he or she will be happy to assist you .
eveNt Notices
Each licensed Suiteholder will receive notice of all upcoming concerts and other events at Rogers Arena when the event is publicly announced . Before tickets go on sale to the general public, you will receive an information piece describing the event that outlines all pertinent details (date, show time, stage configuration, ticket prices, etc .) . Typically the promoter publicly announces events 2-5 days prior to the general public on sale date . Please be aware that at any time, event promoters may change event times, ticket prices and stage locations . As a result, we are unable to guarantee this information . The price of an additional standing room suite ticket for concert or other events varies with the price set by the promoter for each individual event .
relocAtioN oPPortuNity
All Executive Suites offer full views of Vancouver Canucks hockey action . Inevitably because of the different stage settings used by performers some suites may have obstructed views of other events . If it is anticipated that your suite will have an obstructed view for a particular event, we will notify you in advance to allow you the opportunity to purchase arena relocation seating before the event goes on sale to the public . You will be offered the opportunity to purchase the number of arena tickets equal to the normal ticket allotment of your suite . Simply fax your Relocation Opportunity Announcement Order Form to the Rogers Arena Ticket Centre at 604 .899 .7430 by the deadline indicated on the form . Obstructed suite tickets will not be forwarded as production companies restrict access to back stage/obstructed suites .
exclusive oFFers
Whenever possible, Canucks Sports & Entertainment will negotiate with event promoters to present special arena ticket offers to all of our suiteholders . This is ultimately at the discretion of the promoters . We suggest you check all event notices as soon as you receive them to see if an exclusive ticket offer is being made .
Access
elevators can be accessed from Gate 16 on ground level . Gate 16 is located on Abbott Street and is designated for use by people with disabilities or guests requiring special assistance . A passenger zone is available for easy drop off and pick up of guests . Limousines may also drop off and pick up guests at Gate 16 and taxis are also readily available at this location .
elevAtors
You will find the north elevators at Gate 10 on ground level 000, and at Gate 1 on level 300 . Penthouse suites on level 500 are accessible via the north elevators as well as the east elevators . The south elevators can be accessed through Gate 8 on level 300 and the east
Access coNtiNued
directioNs to the gAMe
Rogers Arena is conveniently located at 800 Griffiths Way in the heart of Vancouvers theatre and entertainment district . Easily accessible by public transit (Stadium Skytrain stop, near Gates 2, 3, 10 and Rogers Arena Ticket Centre), Rogers Arena is also within a 15 minute walk of over 14,000 parking spots . Situated between the Georgia and Dunsmuir Street viaducts, the facility is bounded by Griffiths Way to the west, Pacific Boulevard to the south, Expo Boulevard to the north, and Abbott Street to the east .
PArkiNg
Two parking stalls are allocated to your suite on the P-1/P-2 parkade level below Rogers Arena . Your parking passes will be delivered along with your Canucks season tickets prior to the first pre-season game . You will receive your designated parking passes for all other events with your suite or relocation tickets . Please present your parking pass at the security checkpoint when you enter the parking garage off Griffiths Way, near Gate 9 . Ensure that you place the remaining stub on the dashboard of your vehicle and you park in the stall number indicated on the pass . If you have any questions or concerns about your parking upon your arrival, please speak with the parkade attendant or your suite level Concierge . Please note, all individuals using the underground parking will be required to supply the attendant with both a valid game ticket and parking pass to access the lot for security reasons . Vehicles not displaying a valid pass may be subject to being ticketed or towed at the owners expense .
Public PArkiNg
There are numerous pay parking lots in the immediate vicinity for your guests . Please refer to the following map for locations .
SUITEHOLDER PARKING
LEVEL P1 LOT #987
l
REMIT TO ATTENDANT
Suite: Stall:
Thursday, October 11, 2012
Use of parking facilities at Rogers Arena is at vehicle operators sole risk. Vehicle and contents are left at operators sole risk.
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PArkiNg coNtiNued
1338
LOT
946
LOT
1875
LOT
1960
LOT
582
315
1888
987
LOT
LOT
LOT
LOT
LOT
610
457
LOT
313
LOT
563
499
LOT
LOT
456
LOT
1188
LOT
1610
310
LOT
LOT
11
NuMber
604 .899 .7850 604 .899 .2024 . . 604 .899 .7590 Level 500 North Level 200 East . Level 200 South Level 200 North 604.899.7410 604 .899 .7827 604 .899 .7838 604 .899 .7828 604 .899 .7445 604 .899 .7500 . . 604 .899 .7469 604 .899 .7440 604 .899 .4 625 604 .899 .2716 604 .899 .2718 604 .899 .7423 604 .899 .7400
Preset buttoN
. . . . . . . . . . . CANUCKS TEAM STORE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CONCIERGE . CONCIERGE . CONCIERGE . CONCIERGE
. . . . . . . . . . . . . . . . . EMERGENCY
Restaurant Reservations Captains Room . . . . . . . . . . . . . . . . . . . . . 604 .899 .7525 Centre Ice Grill . . . . . . . . . . . . . . . . . . . . . 604 .899 .7525 Ticketmaster (charge by phone) Sports . . . . . . . . . . . . . . . . . . . . . . . . . . 1 .855 .523 .6800 Events . . . . . . . . . . . . . . . . . . . . . . . . . . 1 .855 .985 .5000
coNcierge service
Our professional Concierge staff are readily available during events. They can assist you and your guests with any questions and concerns you may have, including: controlling and monitoring access to the suite levels assisting with directions and information with respect to the facility information about specific events and ticketing transportation (including arrangements for taxi or limousine service) restaurant reservations first aid or security issues any equipment or technical concerns clearing suites at the end of the event special requests There are three Concierge stations dedicated to Executive Suiteholders on level 200 . Youll find them at the north, south and east elevator lobbies . Additional Concierge stations are located on the Penthouse level 500, adjacent to the north and east elevator lobbies . To reach your Concierge directly from your suite, simply press the Concierge button on your suite telephone .
locAl cAlls
To make a direct local call, dial 9 followed by the 10-digit telephone number (i .e . 9 .604 .899 .7410) .
telePhoNe services
Your suite is equipped with its own direct dial telephone; simply dial 9 to make local calls . There will be no charge for local calls and you will be billed quarterly for operator-assisted calls and long distance charges only . Please note, Canucks Sports & Entertainment is not able to provide Executive Suiteholders with wireless network services .
iNterNAl/suite-to-suite cAlls
level 200 suites: dial 47 plus the last two digits of the suite number (i .e . Suite 201 is 4701) . level 500 suites: dial 48 plus the last two digits of the suite number (i .e . Suite 501 is 4801) . For other in-house calls simply dial the last four digits of the 7-digit number . For example, to reach the Premium Client Service Head Concierge line at 604 .899 .7410, simply dial 7410 from your suite . To reach the Rogers Arena reception desk, dial 0 .
*Suite television channels and radio presets to be updated as soon as possible for the 2011 .1 2 season
AdditioNAl AMeNities
AudiovisuAl services
Canucks Sports & Entertainment is pleased to offer a full range of audio-visual equipment, which can be rented for use in your suite when such services are required . Your Account Executive can provide equipment rental rates upon request . We ask that you advise us of your requirements at least 48 hours in advance .
tours
We will be pleased to arrange tours of Rogers Arena, during non-event times, for you and your guests . Please contact your Account Executive to make arrangements for a behind the scenes tour that includes a close up look at some of the facilitys unique features . Larger group tours may be booked with our Tour Coordinator at 604 .899 .7440 . There will be a nominal charge per person for larger groups .
CROSSBAR LOUNGE
Approved version
security
Security personnel are located throughout Rogers Arena during all events . The premises are also well monitored and patrolled during non-event times . Contact security by pressing the CONCIERGE or EMERGENCY buttons on your suite telephone . Security phones are also located in numerous well-marked locations in the Rogers Arena parking facilities .
cANucks cArd
The Canucks Member Card is a cash card that eliminates the need for signatures, PINs, or loose change . With a quick swipe your purchase amount is automatically deducted from funds you deposit onto the card . Use your Canucks Member Card instead of cash or credit cards at participating vendors on the concourse level, the Canucks Team Store and kiosks throughout Rogers Arena . On the HSBC Executive Level, your Canucks Member Card will be accepted in the Captains Room and the Crossbar Lounge . By using your Canucks Member Card you will benefit from a convenient payment method, speedier transactions, and you will also be entered to win great prizes every time you swipe . For more information regarding the Canucks Member Card, please visit www .canucks .com/card or call 604 .899 .G OAL (4625) . Activate and load your card today at www .canucks .com/card .
been designated for guests with disabilities on each of our two underground parking levels . The Ticket Centre will accommodate requests for aisle seats for those with service animals . There are TTY/TDD pay phones on the plaza and Rogers Level 300 for use by the hearing impaired . You may phone the Disabled Services Hotline at 604 .899 .7445 for more information regarding disabled services .
AtM MAchiNes
Automatic Teller Machines are located in sections 114, 101 and 104 in the River Rock Club on level 100 and sections 305 and 317 on level 300 .
To purchase arena tickets for an event visit any Ticketmaster Ticket Centre, or the Ticket Centre at Rogers Arena . Buy online @ canucks.com/tickets Charge-By-Phone at:
1.855.523.6800
All prices include HST, but are subject to applicable service charges .
10
RogerS ARENA BOX OFFICE
GATE
EXPO BOULEVARD
AB BO TT ST RE ET
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to outside
V ATM
O XP
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E UL
R VA
GATE
K H L
B ATM
104
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to ROGERS L EVEL 300
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to ROGERS l evel 300
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114
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to ROGERS L EVEL 300
Q D G J E
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to RogerS L EVEL 300
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OUL E VA RD
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IFF
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IC B
ITH
SW AY
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uir
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ATM
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GATE
GEORGIA VIADUCT
LEVEL 400
LEVEL 100: The River Rock Club LEVEL 200: HSBC Executive Level, Avaya Champions Club. LEVEL 300: Rogers Level, Disabled Seating LEVEL 500: The Best Buy Club, Hospitality Suites
NORTH ELEVATORS
ATM
LEVEL 100: Plaza Level, The River Rock Club LEVEL 200: HSBC Executive Level, Avaya Champions Club LEVEL 300: Rogers Level, Disabled Seating LEVEL 500: The Best Buy Club, Hospitality Suites
EAST ELEVATORS
4
419
SPORTS LOUNGE
417 418
SOUTH ELEVATORS
LEVEL 100: Plaza Level, The River Rock Club LEVEL 200: HSBC Executive Level, Avaya Champions Club LEVEL 300: Rogers Level, Disabled Seating
LEVEL 500
520 519
521 501
HOSPITALITY SUITES
515 516
5
517
beverAge services
ARAMARK will work with you to establish a standard beverage inventory for your suite and can make recommendations regarding what to order . Once your personal bar level has been established, ARAMARK will restock your suite after each event .
A copy of the Executive Suites Menu is available in your suite . Orders from this menu require up to one hour for delivery . Complete beverage service is also available during events . The suite attendants will ensure your suite is properly set up and all food is well presented . Throughout the event, attendants can assist you with any additional orders or special requests . Suite attendants may be responsible for several suites, however, for those special occasions arrangements can be made for a personal attendant . ARAMARK will be pleased to work with you regarding specialized dietary requirements . www.ps.aramark.com/rogersarena
cAteriNg equiPMeNt
Your suite remains stocked at all times with the appropriate tableware and flatware . Chafing dishes will be provided for all hot food, and cold food will be presented on serving trays .
billiNg Procedures
During the last intermission of each event, your suite attendant will check with you to ensure the food and beverage service was complete and to your satisfaction . The suiteholder or authorized representative will receive an itemized bill for his/her review and signature prior to the conclusion of the event . All orders are subject to a 18% administrative charge and applicable taxes . Additional gratuities are at your discretion, and may be added to the guest check based on the quality of service . You may choose to pay cash or have the bill charged to your credit card MasterCard, the official payment brand of the Vancouver Canucks, Visa, or American Express .
Pro shoP
2893 East Hastings Street MondaySaturday . . . . . . . . . . . . . . . . . . . . . 11am 6pm Sunday . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12pm 5pm Phone number . . . . . . . . . . . . . . . . . . . . . . . . 604 .676 .8140
In addition to your exclusive Executive Suite night at a Vancouver Canucks home game, you now have the opportunity to create an even more unique and memorable experience for your guests . Whether you are welcoming a VIP to your Suite for the evening, celebrating a milestone, or looking to provide your group with special access pre and post-game, there is a package designed to enhance your guests experience when they visit Rogers Arena .
Premium Game Night Experience Packages may be purchased multiple times over the course of the season with a reservation request at least two weeks in advance of the associated game night . Please note that package inventory is limited and all packages are booked on a first come, first served basis . For more information please contact your Account Executive directly .
While your suite is a private area for you and your guests during events, we do need to ensure there is full compliance with all liquor laws and other applicable regulations . Rogers Arena Management has developed a number of policies to ensure that all facility guests receive maximum enjoyment . We would like to bring your attention to the matters outlined below . The following policies and procedures are subject to change or adjustment at any time, at Canucks Sports & Entertainments sole discretion, to best suit circumstances and conditions as they unfold .
If you are arriving on foot or from an external parking lot, before the gates are open for general admission, please use the exclusive entrances at gates 1 and 10 . When in the building, please remember to carry your suite ticket with you at all times to regain admittance to the suite levels .
hours oF oPerAtioN
Underground Parkade access times for Vancouver Canucks games will be two hours prior to the scheduled start time of the game (which is one hour before gates open to the general public) . Post event, suites may remain in use for up to one hour after the game concludes or at midnight, whichever comes first . Please contact your Account Executive if you would like to make arrangements to access your suite earlier .
coNduct
Suiteholders are responsible for the proper conduct of their guests within their suite . In the event you encounter any security difficulties, please contact your Concierge . No objects of any sort may be thrown from the suites . No laser pens, firearms, flammable, dangerous, or explosive materials, or contraband may be brought into the suites .
uNAccPetAble coNduct is subJect to evictioN or Possible Arrest ANd iNcludes but is Not liMited to the FolloWiNg:
Use of foul, threatening or abusive language or gestures . Fighting, threatening or offensive conduct towards others . Intoxication or impairment due to alcohol or consumption of illegal substances . Throwing objects or interfering with the progress of the event . Being in possession of alcohol not purchased inside of Rogers Arena . Being a minor in possession of alcohol or providing a minor with alcohol . Smoking inside the arena. Any other conduct that may be deemed by Rogers Arena staff to be inappropriate to the peace and good order of events or which may adversely affect the safety of persons or property .
Alcohol MANAgeMeNt
ARAMARK is licensed to deliver, sell and serve all alcohol at Rogers Arena . Alcoholic beverages may only be obtained from ARAMARK, and may not be brought into or removed from the facility . You are not permitted to carry drinks containing hard liquor off of the suite levels . We also ask that you do not take cans or bottles outside of your suite as they are considered to be a projectile . Prior to entering your suite balcony viewing seats, please pour your beverages into the plastic cups provided . This is a safety requirement of our liquor license .
Food services
ARAMARK Sports & Entertainment has the exclusive license to provide food services at Rogers Arena . We ask that you take full advantage of the quality selections offered and not bring any other food or beverages on to the premises . ARAMARK would be happy to provide you with custom food orders for your special events and occasions . Please contact ARAMARK to inquire about their fine selection of birthday cakes, special order cakes and desserts .
lights out
A master relay switch controls all televisions, monitors, stereo receivers and main suite lights . You can expect all of these to be turned off as the house lights are lowered for pre-game shows and at the beginning of concerts and special entertainment events . This is at the request of the performing artists . It prevents interference with the performers own lighting, and will help suiteholders and everyone else to fully enjoy the show . Violators of Rogers Arena rules and regulations may be subject to eviction from the premises and/or prosecution .
cAMerAs
Because of provisions contained in the contracts Canucks Sports & Entertainment enters into with artists, there is a strict prohibition against using cameras, or any sort of video or audio equipment, to record an event or performance unless otherwise indicated . Canucks Sports & Entertainment and its employees and agents reserve the right to confiscate film or tape used for such a purpose .
12 . The Suiteholder and any guest of the Suiteholder shall, while in the Suite or within the Arena or on its grounds, comply with all provincial and local laws, rules and regulations governing the sale, possession and consumption of alcoholic beverages . The Suiteholder whether present or not within the Suite, the Arena or on its grounds, shall be responsible for controlling any guest of the Suiteholder in this regard . 13 . No persons under 19 years of age will be permitted in the Suite unless accompanied by and under the effective supervision of the Suiteholder or an adult guest of the Suiteholder . 14 . VALP may from time to time adopt appropriate systems and procedures for the security or safety of the Arena, any persons occupying, using or entering the Arena, or any equipment, furnishings or contents of the Arena, and the Suiteholder shall comply with VALPs reasonable requirements relating to security and safety procedures . 15 . VALP shall have the right to delete, add to or amend any or all of these Rules and Regulations as VALP deems desirable at its sole discretion for the safety, care and cleanliness of the Arena and the preservation of good order within the Arena and the Rules and Regulations as amended from time to time shall be kept and observed by the Suiteholder and any guest of the Suiteholder . VALP may from time to time waive any of the Rules as applied to the Suiteholder . VALP is not liable to the Suiteholder for any breach of the Rules by other Suiteholders . 16 . Personal property accompanying persons entering Rogers Arena is brought into Rogers Arena at the sole risk of such persons, and VALP accepts no responsibility for such property . Suiteholders and their guests are responsible for their personal property and should take care to ensure its safety and security . Do not leave behind personal items in the Suites . Do not permit strangers in the Suite .
full-color LED displays to present game scores, times and statistics . Each measures approximately 13 feet 6 inches high by 5 feet wide . Large circular ProAd displays are suspended above and below the main video screens . The top ProAd display measures approximately 3 feet high by 149 feet in circumference; the bottom display approximately 3 feet high by 104 feet in circumference . One of the largest LED fascia displays is installed in front of the 300 level of seating, surrounding the seating bowl . The display measures over 2 feet high and more than 950 feet in circumference . This ProAd display, along with those incorporated into the centre-hung scoreboard design, provides complete flexibility compared to traditional printed or scrolling displays . Each Executive Suite has a 40 flat screen HD television capable of receiving our in house Cable TV signals . These signals include the scoreboard feed and all of the raw camera feeds from the broadcast trucks, as well as 24 sports channels from our satellite dishes and a variety of local channels . The suites also have a flatscreen balcony monitor. Each Executive Suite is equipped with a stereo tuner with preset channels for local television and radio play-by-play feeds .