EVS Volunteer Guide Book - English

EVS Volunteer
Guidebook
The PyeongChang 2018 Olympic and Paralympic Winter Games

2018 평창 동계올림픽대회 및 동계패럴림픽대회
Copyright © PyeongChang Organizing Committee for the
2018 Olympic and Paralympic Winter Games
108-27, Olympic-ro, Daewallyeong-myeon, PyeongChang-

gun, Gwangwon-do, 25347, Republic of Korea
Dec. 2017
All rights reserved.
This book is considered as ‘Games Related Symbols’ that

is mentioned in Article 25 of Special Act on Support for
the PyeongChang 2018 Olympic and Paralympic Winter
Games (hereafter PyeongChang Olympic Act) and the
Article 10 of the enforcement ordinance in the same Act.
Under the provision of Article 25 of the PyeongChang

Olympic Act, anyone who wishes to use the contents of
this book should have prior approval of the PyeongChang
Org anizing Committee for the 2018 Olympic and
Paralympic Winter Games (hereafter PyeongChang
Organizing Committee).
Under the provision of Article 89 of the PyeongChang

Olympic Act, copyright infringement such as any
unapproved attempt of reproduction, copy or distribution
of this book without prior permission of the PyeongChang
Organizing Committee shall be punished by imprisonment
with labor for not more than five years or by a fine not
exceeding fifty million won.
Greeting from the POCOG President
Dear EVS Volunteers,
This is PyeongChang 2018 Olympic and Paralympic Organizing Committee
President, LEE Hee-beom.
First of all, I would like to welcome and congratulate all of you on being part of EVS
family of the PyeongChang 2018 Olympic and Paralympic Winter Games.
In this 2018 Winter Games, thousands of spectators will visit the venue with excited
heart and expectation. From the moment they arrive the venue to the moment they
leave, it is the role of EVS to welcome and guide the spectators so that they can
leave the venue with long-lasting pleasant memories. That is why we call EVS ‘the
Face of the Games.’
EVS is an essential FA in the Olympic and Paralympic Games, which provides service
for safe and comfortable environment for spectators. Therefore, the work of EVS
plays a crucial role in the success of the Games.
You are the ambassador and public delegate who represents Korea through the
2018 Winter Games, which is held once again in the Republic of Korea 30 years later.
Your service and dedication will be the foundation for the successful delivery of the
PyeongChang 2018 Winter Games.
This guidebook has been designed for you so that you can confidently perform
your role during the Games time. You will be positioned in the closest contact
with spectators who will have positive impressions on the 2018 Winter Games
through you. Recognizing the importance of the role, we hope that this guidebook
provides much helpful information for you to be a genuine EVS team member of the
With Connected Passion, I wish you to have the most memorable and fulfilling
experience from the PyeongChang 2018 Winter Games.
I express my heartfelt respect and gratitude for your passion and hard work.
Thank you!
LEE Hee-beom
President & CEO The PyeongChang Organizing Committee
for the 2018 Olympic and Paralympic Winter Games
CONTENTS
PART 01 9. Lost and Found Claim Centre 34

I. Games Preview 02 9-1. Lost and Found Operation Procedure 34
1. Games Outline 02 9-2. Management of Lost and Found Items 36
2. Clusters 03 10.Mobility Service 37
3. Venues 04 10-1. Helping Spectators with Special Needs 37
PART 02 PART 04
II. About EVS 06 IV. EVS Customer Service 40

1. EVS Concept 06 1. EVS Values and Service Level 40
2. EVS Core Values 07 2. Spectators from Different Cultures 41
3. EVS Roles 08 3. When a Spectator Complains 42
4. EVS Clients 08
5. Venue Structure 08 PART 05
6. EVS Working area in the venve 09 V. Assisting Spectators and Managing Incidents 44
7. FAs Relevant to EVS 10 1. Incident Report Card 44
8. Scale of EVS Volunteers 10 2. Handling Medical Incidents 45
9. EVS Chain of Command 11 3. Responding to an Emergency 45
4. Handling Unattended Items 46
PART 03 5. Restricted Items in the Venue 46
III. EVS Member Roles 14 6. Handling Restricted Actions in the Venue 48
1. EVS Scope of Services 14 7. Handling Lost and Found Person 49
2. Assisting Security Screening 14 8. Re-entry Policy 49
2-1. PIM 14 9. Ambush Marketing and EVS Role 50
2-2. Pacer 16
3. Spectator Marshal 17 PART 06
4. Usher 18 VI. A Day at the Games 54

5. Access Monitor 21 1. A Day of EVS Team Member 54
5-1. Types of Accreditation Card 23 2. Things to Prepare 55
5-2. Access Control Board 24 What We Expect from EVS Team Members 55
3.
5-3. Venue / Zone Code 25 4. When You Go to Work 56
5-4. Upgrade Card 26
5-5. Two-Part Card 27 PART 07
5-6. Day Pass 28 VII. Let's Practice! 58
5-7. Guest Pass 29 1. Access Monitoring Practice 58
6. EVS Operation Support Team 30 2. EVS Roles at a Glance 62
7. Information Point / Centre 30
7-1. Roaming Information Member 31 ※ Appendix 63
8. Stroller / Wheelchair Storage 33
PART
01
I.Games Preview
1. Games Outline
2. Clusters
3. Venues
I. Games Preview
1. Games Outline
A festival for people all over the world, the PyeongChang 2018 Olympic and Paralympic Winter Games
(hereafter referred to as Olympic)!
The XXIII Olympic Winter Games will be held for 17 days from 9 to 25 February 2018 in PyeongChang,
Gangneung and Jeongseon in Gangwon Province, the Republic of Korea.
The PyeongChang 2018 Parlympic Winter Games will be held for 10 days from 9 to 18 March, 2018.
PyeongChang was selected as the host city of the 2018 Olympic Winter Games after receiving a
majority vote at the 123rd International Olympic Committee Session held on 6 July 2011 after three
consecutive bids. The Olympic Winter Games will be held in Korea for the first time in 30 years after
the Seoul Olympic Games in 1988. PyeongChang will be the stage for the Opening and Closing
Ceremonies and most snow sports. Gangneung will have all the ice games and Jeongseon will have
Alpine speed events .
| Slogan |
| Emblem and Mascot |
Emblem Mascot
Olympic Paralympic Olympic Paralympic
Soohorang Bandabi
| Games Schedule and Disciplines |

The Olympic Winter Games The Paralympic Winter Games
Feb. 9.~ Feb. 25. 2018 (17 DAYS) SCHEDULE Mar. 9.~ Mar. 18. 2018 (10 DAYS)
15 DISCIPLINES 6
102 MEDALS 80
95 COUNTRIES 45
2,900 ATHLETES 670
02
Face of the Games
Event Services
2. Clusters
The 2018 Winter Games will be held in two main clusters: PyeongChang Mountain Cluster
includes PyeongChang Olympic Stadium, Alpensia venues, Phoenix Snow Park and Jeongseon
Alpine Centre. Gangneung Coastal Cluster includes ice venues such as Kwandong Hockey
Centre, Gangneung Curling Centre and so on. All competition venues of the 2018 Winter
Games are located within 30 minutes’ driving distance from the PyeongChang Olympic
Stadium. It is evaluated as the most compact venue placement in Olympic history.
All venues within

30 minutes' driving distance Gangneung
The most compact venue structure in
Olympic Games history Ice Games
PyeongChang,
Jeongseon
Snow Games
Gangneung Coastal Cluster
PyeongChang Mountain Cluster
| Examples of Venue |
PyeongChang Olympic Stadium Alpensia Ski Jumping Centre Gangneung Ice Arena
(Opening/Closing Ceremony)
03
3. Venues
A venue means a space for sports game or certain event for the Olympic and Paralympic Games.
There are two types of venues in general. First one is Competition Venue where sports
games happen. The other is Non-competition Venue, of which other types of events such as
entertainment events are held.
Competition venue encompasses snow venues and ice venues, depending on the discipline of the
game. For snow venues, there are venues such as Olympic Sliding Centre, Alpensia Ski Jumping
Centre, YongPyong Alpine Centre and so on. For ice venues, there are Gangneung Ice Arena,
Gangneung Hockey Centre, Gangneung Curling Centre and so on.
For non-competition venue, there are PyeongChang Olympic Stadium which holds the Opening
and Closing Ceremony and Gangneung Olympic Park and so on.
The table below shows the competition venues and non-competition venues and their sports
played in each venue.
| Venues |
Venue
Venue Sports Disciplines/Events
Capacity
Olympic Sliding Centre 7,000 Bobsleigh, Luge, Skeleton
Alpensia Ski Jumping Centre 8,500 Ski Jump, Nordic Combined, Snowboard(Big Air)
Snow Venues (7)
Biathlon/Para Biathlon,
Alpensia Biathlon Centre 7,500
Para Cross-Country Skiing
Alpensia Cross-Country Centre 7,500 Cross-Country Skiing, Nordic Combined

Competition Venues (12)
Yongpyong Alpine Centre 6,000 Alpine Skiing(technical)

Phoenix Snow Park(Soo, Ho, Rang) 18,000 Snowboard, Freestyle Skiing
Alpine Skiing(speed), Para Alpine Skiing,

Jeongseon Alpine Centre 6,500
Para Snowboard
Gangneung Ice Arena 12,000 Figure Skating, Short Track Speed Skating
Ice Venues (5)
Gangneung Hockey Centre 10,000 Ice Hockey I, Para Ice Hockey

Gangneung Speed Skating Centre(Oval) 8,000 Speed Skating
Gangneung Curling Centre 3,000 Curling, Wheelchair Curling
Kwandong Hockey Centre 6,000 Ice Hockey II
PyeongChang Olympic Plaza Medal Ceremony, Live Site Performances

Competition
Venues
PyeongChang Olympic Stadium 35,000 Opening and Closing Ceremony

Non-
Gangneung Olympic Park 60,000

Alpensia Key Area
04
PART
02
II. About EVS
1. EVS Concept
2. EVS Core Values
3. EVS Roles
4. EVS Clients
5. Venue Structure
6. EVS Working area in the venue
7. FAs Relevant to EVS
8. Scale of EVS Volunteers
9. EVS Chain of Command
II. About EVS
1. EVS Concept
EVent Services
Definition EVS is referred to overall services that provide convenient and safe game-
watching environment for spectators. It also includes proper management to
control the public flow for effective operation of the games.
Feature EVS FA is specific to Olympic and Paralympic Games as well as multi-sport

games. Services provided by EVS are key to spectators’ satisfaction as well as
to the success of the Games.
The picture on the right shows an

auditorium that can contain up to
thirty thousand seats. In such large
concert hall, spectators are likely to
face difficulties in finding ticket offices,
entrances, toilets and their seats. Some
of them also could lose their belongings.
Same problems may aslo happen in

Olympic and Paralympic Games venues
as well. In the Olympic and Paralympic
Games, it is EVS who takes charge of
solving such issues of spectators in the
venues.
06
Face of the Games
Event Services
2. EVS Core Values
Slogan Fun together and Precious Memories
To deliver the best experience to spectators

Mission
with excellence of EVS
Core Values Kindness Convenience Happiness Safety
The core values that underlie EVS of PyeongChang

2018 are Kindness, Convenience, Happiness, Safety.
Our mission is to deliver the best experience to
PyeongChang 2018 spectators with excellence of
EVS. And most importantly, we cheer with our slogan
‘Fun together and Precious Memories.’
Although athletes are seen as the main actors in the

Olympic and Paralympic Games, spectators’ games
experience is also crucial to the success of the the
Games. Since thousands of spectators from all over
the globe are expected to be part of the PyeongChang 2018 Winter Games, the role of EVS is even
more important.
The role of EVS is to guide the large crowd of spectators to ingress safely to the venue, to watch
the games in secure and enjoyable environment, and to leave the venues with long lasting pleasant
memories on the PyeongChang 2018 Winter Games.
07
3. EVS Roles
Event Services (EVS) is often referred to as the ‘Face of the Games’ as we will meet, greet and
help spectators at Games time from their first step in the venue to the last step. EVS services
include providing direction, visually checking tickets, monitoring access control points, guiding
spectators to their seats and assisting spectators. Some of you will be part of the team
providing public information or mobility service and helping our EVS team.
Direction
Mobility
Information
Service
Enjoyable
Face of
the Games + Experience
Helping Lost &
with Issues Found
Assisting
with Seats
4. EVS Clients
EVS has two main client groups: largely the spectators with valid tickets and accredited persons.
5. Venue Structure
For a game to take place, three components are necessary: the competition event, the spectators
to watch the game and the workforce to prepare the game. A venue includes space for all of them.
Front of House (FOH)
- Area where spectators with valid tickets stay in and use the facilities
In FOH, there could be facilities such as Food Concessions, Souvenir Stores, Information
Points/Centres, and Toilets, etc.
Back of House (BOH)
- Area where athletes, media, and workforce prepare for the operation of the events
In BOH, there are several designated areas for each group such as Media, Athletes, or EVS
workforce preparation room.
Field of Play (FOP)
- Area where a competition actually takes place
08
Face of the Games
Event Services
6. EVS working area in the venue

EVS team members will be deployed in entire FOH area and a part of BOH area for the
operation.
Pedestrian Screening Area (PSA)
FOH : Front of House Ticket Scanning Area (TSA) Food Concessions

Souvenir Stores
Spectators with Tickets Seating Information Centre/Point
Stroller / Wheelchair Storage
Toilets
Field of Play(FOP)
Athletes
Workforce
Media
Accredited People Seating
BOH : Back of House
Pedestrian Screening Area (PSA)
Before spectators enter the FOH area, they need to go through security screening in the
Pedestrian Screening Area (PSA). After they have passed through the security screening, they
will enter the FOH where they will be provided with a variety of services and facilities.
EVS team members will be positioned throughout the PSA to manage the queues in PSA. Also
in FOH, they will give information to spectators, provide directions to facilities, and operate
information point/centre and stroller/wheelchair storage and so on.
FOH: m anaging PSA queue, giving direction, operating information point/centre,

operating stroller/wheelchair storage
In the seating bowl, EVS team members will help the spectators find their seats.
Seating Bowl: giving direction to the seats
In the BOH, EVS team members are responsible for checking the accreditation privilege of
the person who tries to enter the venue or zone. Also, some of the EVS Team Member will
support other Team Members as Operation Support Team Members.
BOH: access monitoring, supporting other Team Members
09
7. FAs relevant to EVS
To provide optimal environment for all participants of the PyeongChang 2018 Winter Games,
EVS collaborates with various other departments. These departments are called Functional
Areas (FA) in Olympic.
EVS especially works closely with FAs such as Security(SEC), Medical Services(MED),
Transport(TRA), Ticketing (TKT), Cleaning and Waste(CNW), and Accreditation(ACR).
EVS
TKT (Event Services)
(Ticketing)
CNW SEC
(Cleaning & VGM (Security)
Waste)
(Venue General
Manager)
TRA ACR
(Transport) (Accreditation)
MED
(Medical Services)
For instance, when an EVS team member spots a spectator in need of medical service, he or
she has to ask support from MED. Another case could be where a spectator has an issue with
his or her ticket. In that case, EVS would contact TKT to help resolve the problem. The Venue
General Manager(VGM) supervises everything that is going on in his or her responisble venue.
8. Scale of EVS volunteers

Among all FAs in PyeongChang 2018 Organizing Committee, EVS works with the largest
number of volunteers. In total, there are 4,430 volunteers working in EVS (as of Nov. 14. 2017).
Among them, 1,201 volunteers will participate in both Olympic and Paralympic Games, whereas
2,637 of them will participate in the Olympic Games only and 556 in the Paralympic Games
only.
10
Face of the Games
Event Services
9. EVS Chain of Command
※Example of
Gangneung Ice Arena EVS workforce VGM 1 person
EVSVM 1 person
(VM:Venue Manager)
S
EV
EVS DVM 1 person

(DVM: DeputyVenue Manager)
Supervisor 8 people
Team Leader 20 people
Team Member 232 people
Chain of Command is a reporting structure used to solve problems effectively. Since EVS
works with large number of workforce working across the venue, a communication method
to immediately report an issue and find solution is neccesary. This is why we use chain of
command as a reporting structure. Any problem or issue found during the operation is
escalated up the chain of command until it is resolved. Recognizing the problem and instantly
reporting it to resolve the problem as soon as possible is critical to the success of EVS.
For instance, if a team member finds a problem in the venue, he or she reports it to Team
Leader. Team Leader will report this issue to his or her Supervisor. Supervisors will escalate
the issue to their Deputy Venue Manager or Venue Manager.
Venue Manager(VM), Deputy Venue Manager(DVM)
Organisation One VM and DVM per each venue

Role They manage and plan overall operation of EVS in the venue.
Reporting System VM and DVM report to the VGM about overall EVS works.
11
Supervisors
Organisation One Supervisor works together with three or four Team Leaders.
Role •Oversee specific area in the venue, resolve and report problems.
•Support Team Leaders and Team Members by providing guidance
and resolving issues.
Reporting System If there is an issue, the Supervisor will either take action or escalate
the issue.
Team Leaders
Organisation One Team Leader works together with up to ten Team Members.
Role •Show Team Members to their position.
•Provide Team Members with necessary equipment.
•Ensure their team receives breaks and is looked after during the shift.
•Report problems to the Supervisor.
•Stay close to the Team Members and guide them if they have any
difficulties.
Reporting System Team leader will solve the issues escalated by the Team Members.
If Team Leaders cannot resolve the issues by themselves, they will
report the issue to their Supervisors.
Team Members (Volunteers)
Role Team Members carry out various EVS roles according to the shift.
Reporting System They report the issues to their Team Leaders if they cannot resolve
the issues by themselves.
12
PART
03
III. EVS Member Roles
1. EVS Scope of Services
2. Assisting Security Screening
3. Spectator Marshal
4. Usher
5. Access Monitor
6. EVS Operation Support Team
7. Information Point / Centre
8. Stroller / Wheelchair Storage
9. Lost and Found Claim Centre
10. Mobility Service
III. EVS Member Roles
1. EVS Scope of Services
EVS provides services mainly in two areas: Front of House(FOH) and Back of House(BOH).
In FOH area, EVS provides services primarily to the spectators. EVS provides assistance in security
screening and provides services such as spectator marshaling, ushering or general way-finding.
EVS also provides information to spectators and operates lost and found centre in venues.
In Back of House area, EVS services are more focused on services for the workforce. EVS is
reponsible for access monitoring in some areas and works as an Operation Support team or
Response team.
| Scope of EVS Roles |
FOH(Front of House) BOH(Back of House)
Operation Hours: Two hours before the competition starts Operation Hours: Two hours before the competition starts
1. Assisting Security Screening(PIM, Pacer) 1. Access Monitor

2. Spectator Marshal 2. EVS Response Team
3. Usher 3. EVS Operation Support Team
4. Information Centre/Point - Ops Support Team will work with Response
5. Stroller/Wheelchair Storage Team depending on the circumstance of
6. Mobility Service each venue
7. Lost & Found Centre
2. Assisting Security Screening

2-1. PIM (Pre-Magnetometer Information Marshal)
Before spectators enter the venues, they are required to go through security screening similar
to one at airports. One of the first Event Services team members that spectators will meet
when they come to the venue will be the Pre-Magnetometer Information Marshal – also called
as PIM. PIM will be positioned directly in front of barricades leading to the pedestrian screening
area (referred to as PSA) to make sure spectators are prepared for the security screening
process. At the front of queue for security screening, PIM welcomes the spectators and
visually checks the tickets of the spectators to confirm if they have the right tickets.
14
Face of the Games
Event Services
Security screening is operated for following purposes.

1. S e c u r i t y s c re e n i n g p re v e n t s
restricted and prohibited items
from being carried in the venues.
2. Items that could risk the safety of
the spectators or could interrupt
the operation of the venue or
c o m p e t i t i o n a re re g a rd e d a s
prohibited or restricted items.
3. B arricades are placed in front of
the PSA to manage the queue of
the spectators.
4. PIM will be standing in front of the barricade to guide the spectators to enter the queue.
See the appendix 5 for prohibited and restricted items in the venue. (p.71)
As PIM, the role will be to:

1. Welcome the spectators and
direct spectators to the right
queue.
2. Check spectators if they have
the correct ticket for the event.
3. D i re c t G a m e s Pa r t n e r s /
A c c re d i te d p e r s o n n e l s /
spectators with disability to
desinated gates or queues.
4. Visually monitor if there is any
prohibited or restricted item.
ince spectators can ask questions regardless of one's position, it is important to know
S
location of amenities and services of the venue (Ticket Box Office, toilets etc.)
It is also important for the PIM to repeat the messages continuously.
IM should avoid getting caught up too long answering questions of spectator, to prevent
P
him/her from losing track of incoming spectators to the queue.
MESSAGES PIMS USE

• “Welcome to (venue name…). Excuse me, can I see your tickets. Thank you! Enjoy the event!”
• “Good afternoon Sir, could you enter through the gate on the left? There are less people over
there. Thank you.”
15
What information should PIM check on a ticket?
The picture on the right is a sample of the tickets for the
Unique Session Indicator
At the front of the queue for security screening, PIM will
visually check the tickets of the entering spectators to

see if they have ticket for correct event.
Each competition event has its own Unique Session Indicator
(code). Simply check the Session code to check the tickets.

Prior to spectators’ arrival, Team Leader will instruct
PIM about the Unique Session Indicator (Session Code)
for that day’s events.
2-2. Pacer
The next Event Services team member spectators will encounter in the venue is the Pacer.
Pacer will be standing at the end of the queue and guide the spectators to prepare security
screening and enter the magnetometer.
A pacer will :
Let 3-4 spectators queue immediately in front of the
magnetometer.
Control spectator flow through the magnetometer gates.
se arms as stop sign to prevent the next guest from

U
entering if the security operator is not ready.
Repeat messages so spectators who are fourth or fifth in

the queue can start getting ready.

hildren and infants are allowed to enter only when the
C
guardians accompany them.
When a spectator is carrying a large bag, just ask the

spectator to open the bags and leave the rest to the SEC.
16
Face of the Games
Event Services
MESSAGES PACERS USE

•“Welcome! Please wait here!”
•“Please proceed to this line.”
3. Spectator Marshal
The Event Services team will have some team members that will perform the role of the
Spectator Marshals, positioned in key locations along the venue to assist the spectators by
providing information and directions.
A Spectator Marshal will:

Welcome guests.
P ro v i d e i n fo r m a t i o n a n d
direction to facilities such as
food concessions, toilets or
lost and found centres when a
spectator requests.
M onitor assigned area and
report issues.
Provide direction to spectators
using large arm gesture.
Make announcements
to spectators using a
megaphone.
When delivering the message:
Use clear pronunciation and

stable tone.
Make the statement concise.
Pause in each statement.
17
4. Usher
After spectators enter the venue, they will need to be guided to their seats along the way. Some
spectators will be new to the venues and it may be hard for them to easily find their seats.
Another Event Services team member called Usher will perform ushering roles within seating
and standing areas and assist spectators with finding their seats.
Ushers will:
Greet guests in a warm and

friendly manner and say

goodbye when they leave the
seating area.
Assist spectators to easily

find their seats by checking

ticket details ( gate, block,
aisle, row and seat numbers).
Provide clear direction so

that spectators can find their

seats easily.
Assist spectators with any seating problem. (ex. duplicate tickets, obstructed views,

broken seats, etc.)

Direct spectators with various seating problems to Ticket Resolution Office so that

TKT can help out.
Monitoring Restricted Actions in the Seating Area
Monitor the seating area to check for restricted actions.

Keep gates and aisles clear of people standing to keep the spectator flow smooth.
Advise the spectators to go back to their seat if they are standing in the aisle for too long
Politely advise the guest to comply with the venue regulations.
If the person repeats the restricted action, inform them that next time he or she will have

to leave the venue.

Call your Team Leader for help if any spectator keeps repeating restricted actions even

after your advice.
18
Face of the Games
Event Services
Cautions!
Make sure not to put yourself in danger.
Learn your working area and competition information well, since spectators easily ask
questions regarding the direction and information of the games.
Be aware of seating area structure (gate, block, row, seat), nearby facilities, and
competition schedule.
<Notes> Types of Tickets and Seating

Understanding the information on ticket and structure of the seating bowl is essential to
performing Usher role.
There are mainly two types of tickets: general admission and reserved seating.
RESERVED SEATING: seat number, blocks, gates are indicated on tickets
GENERAL ADMISSION: no row or seat number indicated on the tickets/first-come-first-served
Regardless of the types of the ticket, it could be issued in three forms:

General Tickets are most frequently used form. They are thermal tickets printed at

the Main Ticket Centres or Ticket Box Offices.

Print-at-Home Tickets are different from general ticket so that spectators can print

the tickets by themselves through online website.

Mobile Tickets are sent to the ticket buyers’ personal phone so that one can scan it

directly from the device.
19
| Reserved Seating | 1. Reserved Seating
Reserved Seating tickets contain
Date and Unique
information of ‘gate, block, row,
Start Time Session
Indicator seat number.’ They are mostly used
for Opening and Closing Ceremony,
ice games and some of the snow
games.
Sports
Pictogram
Discipline
Venue
Seat
Location
Wheelchair
Icon | General Admission |
Date and Unique

Start Time Session
Indicator
2. General Admission for Seating/Standing

Sports
General Admission tickets will have no row Pictogram
or seat number indicated on the tickets. The
ticket could be standing or seating (non-
designated), and is commonly used in most of Discipline
the snow games. Venue
Seat
Location
Wheelchair
Icon
20
Face of the Games
Event Services
5. Access Monitor
Some people (workforce, athletes, press, Olympic and Paralympic Games Family members
and dignitaries) need to have accreditation cards that give access to venues to do their work.
Different zones in a venue are allowed for different groups of personnel. Therefore, Access
Monitor will stand at Access Control Point to check the access privilege of the people entering
the zone. Main role of EVS team member in BOH is to check if the people have the correct
accreditation card for the zone or venue they are trying to enter.
As Access Monitor, the role is to:
Ask every person to show

his/her accreditation card by

having him/her raise card to
eye level. It is important for
you not to physically touch
the card or the person to see
the card.
Check to see if the photo

matches the person and then

see if card has the correct
access privileges. You can
check the privileges by
comparing the code written on the card and code on the board.
In cases where someone does not have the proper accreditation, politely inform the

person that his/her accreditation does not allow him/her enter.

If the person resists and tries to access, guide him/her to the Venue Accreditation

Office (VAO) to resolve the issue.

If you need more help to resolve the issue, call your Team Leader and ask for help.

21
IMPORTANT TO REMEMBER:
Ask the person in a polite manner without touching the card.
If the person is wearing veil or sunglasses, ask the person to remove it, so that you
can compare his/her face from the picture on the card.
Every single person must be checked every time, even for the re-entry.
Make sure accredited people do not escort an unaccredited person through the
access control point.
If a person does not stop at the access control point when you ask to, take a note of

the person’s characteristics such as gender, hair colour, or clothing and report this
information immediately to your Team Leader.
Make sure you know the location of VAO to direct people for further assistance. (You

may learn by asking your Team Leader)

Stay on your post at all times and ask your Team Leader’s permission before you

leave.
Only verbally deliver the instruction to the card holder and do not take any physical

action to block him or her. Do not put yourself in the dangerous situation.
22
Face of the Games
Event Services
5-1. Types of Accreditation Card

In PyeongChang 2018 Winter Games, we use three types of different Accreditation Cards and
two types of Passes
Three Types of Accreditation Cards Two Types of Passes

① OIAC / PIAC ① Day Pass
② Upgrade card ② Guest Pass
③ Two-Part Card
*OIAC : Olympic Identity and Accreditation Card / PIAC : Paralympic Identity and Accreditation Card
OIAC/PIAC, which is Regular accreditation card for Games time, shows identification
information of the card holder and access privilege as in the image below.
| OIAC/PIAC Sample |
Photo of the card holder

Name
FA
Venue code
Zone code: it shows privilege on certain zone in the venue, using designated colour or
number
Photo
Registration
category
Name /
Function of the card holder
Venue code
Zone code
(Number/Colour)
23
5-2. Access Control Board
At every access control point, there will be an Access
Control Board. The board consists of two parts:
upper part shows the venue codes and lower part
shows zone numbers, colors, or letter (R).
EVS Access Monitor checks if the code on person’s
accreditation card matches one of those on the
Access Control Board.
In the board above, code of ASP and GOV is written. ASP is the code of Alpensia Olympic Park
and GOV is the code of Gangneung Oval.
Note
ASP was originally named after Alpensia Sports Park. But the name of the venue has
changed to Alpensia Olympic Park. The venue code, ASP, has to be changed to AOP
following the changed venue name, but to prevent confusion, original venue code is still
used.
24
Face of the Games
Event Services
5-3. Venue/Zone Code

As mentioned above, access privileges are indicated with venue codes and zone codes on the board.
Venue Code: all venue codes are made of three letter alphabets.
※ For instance, Alpensia Ski Jumping Centre has venue code of 'ASJ' and Gangneung Hockey
Centre has venue code of ‘GHC.’
Zone Code: zone codes are indicated on the lower part of the board. The colour of the box

and number each indicates different zone in each venue.
EVS Team members will work at access control points in all of the competition venues, as well as
Pyeongchang Olympic Plaza and Gangneung Olympic Park. They control the access of spectators
and accreditation card holders at the access control points located between FOH and BOH.
| Zone Code |
Code Description
BLUE Field of Play, Back of House, Front of House
RED Back of House, Front of House
WHITE Front of House
2 Athletes Preparation
4 Press
5 Media and Broadcast
6 Olympic/Paralympic Family
R Residential Zone of the Olympic Village
25
5-4. Upgrade Card
Besides the regular accreditation card, there are two additional cards, which are Upgrade
Card and Two-Part Card.
Accreditation FA issues accreditation cards for people who need access privilege to a venue
or zone. During the Games time, when an accredited person needs additional access privilege
to other venue or zone, he or she needs to recieve an Upgrade Card. Upgrade Card gives
access privilege only when it is used with the regular accreditation card.
Upgrade Card does not show the photo of the card holder.
hen the card holder shows only the Upgrade Card, Access Monitor needs to request the
W
person to show his or her regular accreditation card together.
OIAC/PIAC + Upgrade Card
26
Face of the Games
Event Services
5-5. Two-Part Card

Two-Part Card is issued to flexibly deploy the workforce by allowing them to shift work
according to venue, day, and time changing.
A Two-Part Card is divided into two parts:

Identity Card (first part) contains only the personal details of the accredited person. It

must be worn at all times. The Identity Card by itself does not give the holder access to any
venues.
Upgrade Card (second part) contains the venue and zone codes.
Identity Card and Upgrade should be worn together to allow access into a designated venue.
Upgrade Card can be transferred among accredited individuals. As a result, the Two-Part

Card gives responsible organisation the flexibility to redeploy employees throughout a

venue or among venues on a day-to-day basis, or as a shift roster changes.
Identity Card
Official Games Emblem

Photo
Name Registration Category
FA
Organisation
Registration No.
※The size of an Identity Card is 2/3 of a normal OIAC/PIAC
Upgrade Card
Security Code
Pass No.
Venue Code
Zone Code
27
5-6. Day Pass
Besides three accreditation cards, there are two additional access passes, which are Day
Pass and Guest Pass.
The Day Pass provides registered and accredited persons with temporary access to a
particular venue and venue zone. Day Pass contains the personal information of the holder
like as the OIAC/PIAC -the regular accreditation card- but is only valid for the day which it is
issued.
Day Pass is only intended for the following groups of people:
accredited individuals who are required to perform a specific task in a venue from a

different entitlement to the one granted by their OIAC/PIAC
non-accredited individuals who have been appropriately pre-registered in the Olympic and

Paralympic Winter Games PyeongChang 2018
accredited individuals who have lost or misplaced their OIAC/PIAC and thus require a

temporary mechanism to access a venue.
ince there is no photo printed on the pass, Access Monitor does not need to do identity
S
check by matching the photo with the pass holder.
Checking the date of issue printed on the pass is crucial, since it is only valid for the date of
issue.
Valid to use on the

printed date only
28
Face of the Games
Event Services
5-7. Guest Pass

Another type of Pass is Guest Pass which allows temporary access to non-accredited
personnel. It allows NOC and IOC related personnel, media and press related personnel, or
Olympic families to visit competition venues or non-competition venues.
Unlike the Day Pass, Guest Pass does not have date of issue printed on it.
Guest Pass
Date of issue is not
indicated
Usually used for non-
competition venues
OLV
29
6. EVS Operation Support Team
Just as EVS Team Members assist spectators, EVS Operation Support Team assists EVS Team Members.
EVS Operation Support team will:

Assist EVS Workforce checking in
※Checks absence/lateness/rotation
of shift of the workforce
- in such cases, you need to report
to Team Leader.
Provide Deployment Card.
P re p a re n e c e s s a r y e q u i p m e n t ,
distribute them to workforce and

collect them after the shift.
Replace the battery of radio, distribute
bottles of water.
Operation of the Response Team

- Response Team can be run as a part of Operation Support Team or can be separately
- The team will provide emergency assistance to EVS workforce during operations when
needed in such circumstances of:
delay of security screening
congestion in spectators flow in the venue
egress of spectators
other situation that needs extra assistance
7. Information Point/Centre
In all venues, there is Information Point or Information Centre which provides Games related
information to the spectators.
In Information Point/Centre, EVS team members provide various services.
Information on the venue: sports discipline, game results, direction in the venue, location

of facilities in the venue

Information on the games: shuttle or public transportation schedule, cultural events,
overall information on PyeongChang 2018

Generic Information: cultural events, local sightseeings, etc .
Lost and Found service: receive reports on lost items and register received found items
Generally there are one or two EVS Team Members working in one Information Point or Centre.
In order to resolve ticket related issues, a staff from TKT will be also deployed in the
Information Point.
30
Face of the Games
Event Services
At Information Point/
C e n t re , t h e re a re
materials for providing
service such as:
Spectator Guidebook
Games PR materials
Lost & Found Tag
and Log Book
Laptop
with Internet
connection
7-1. Roaming Information Member

PyeongChang 2018 provides newly initiated service for spectators -“ Roaming Information.”
Roaming Information member is different from conventional information member, in that the
member provides proactice and direct service to the spectators. They walk around the venue
to meet spectators who are in need and provide information and service to them.
The pictures here show Information Guides in Seoul Myeongdong and Insadong, who provide
local information for the international tourists in Seoul.
31
On their uniforms, there are ‘ i ’ logos standing for information, which make them visible from
the crowd so that spectators can easily access.
Wearing very visible colour uniform, they move around the places where many international
visitors show up.
This handy service is applied on Pyeongchang 2018 Winter Games, so that international
spectators can have more accessible service in the venues.
| Roaming Information Member Training |
The PyeongChang 2018 EVS Original Project
Participants Information Point/Centre Members
Number 480
Period Jan. 13. / 14. 2018
Location Seoul, Daejeon
Training Professional Customer Satisfaction Training on how to

Content serve spectators and provide information and so on
32
Face of the Games
Event Services
8. Stroller/Wheelchair Storage
Baby Stroller and Wheelchair are restricted in the seating bowl. Therefore, EVS is responsible
for guiding spectators to leave the strollers and wheelchairs in the designated storage.
Exceptionally, wheelchair seat ticket holders can carry the wheelchair in the seating bowl.
EVS Team Members request

following actions to the
spectator who is wishing to
store the stroller/wheelchair.
1. R
equest the spectator to take out
all the belongings in the stroller/
wheelchair.
2. Request the spectator to take a
picture of the stroller/wheelchair
before storing, to confirm the
damaged condition of the item.
3. Request the spectator to fold the
stroller/wheelchair and hand it over
to the EVS Team Member.
EVS Team Member who took

over the stroller/wheelchair
follows procedures below.
1.W rite down Name and Contact
number on the upper part of the tag.
2. Attach the tag on the vehicle.
3. Detach the lower part of the tag(receipt
tag) and hand it to spectator.
4. S tore the vehicle safely, keeping
gap in between the vehicles.
5. Request the tag when spectator
reclaims his/her vehicles.
In cases when spectator lost his/her receipt tag, follow the procedures below.
1. EVS Team Member asks the spectator to point out his/her stroller/wheelchair.
2. Request the spectator to show ID card.
3. Check if the identity information written on the tag attached on the item is same as the
spectator’s information.
If necessary, call the number on the tag to check if the spectator is right person.
4. After confirming the identity, ask spectator to print his/her signature on the attached
tag and record the fact next to the signature that spectator has lost the receipt tag.
33
In cases when the stored stroller/wheelchair is lost, follow the procedures.
Report to Venue
Manager /
Venue Manager VM will report such
Apologize to the Fill in the Incident will contact SEC incident to Insurance
spectator Report Card and and claim adjuster team through email*.
submit to Deputy
Manager
* insurance
@pyeongchang2018.com
9. Lost and Found Claim Centre

EVS is responsible for managing, recording and transferring lost and found items collected
from FOH areas that have information points or centres.
There are 15 lost and found centres in total. 13 Information Points in each venue work as lost
and found centres. Besides the Information Points, two Cluster Lost and Found Claim Centres
are located in Gangneung and PyeongChang. Items that are not claimed in the information
points will be transferred to Cluster Claim Centre and be stored at there until the end of the
Games.
9-1. Lost and Found Operation Procedure

When an item is found or lost in FOH area, it is managed under three procedures until the end
of the Games day.
Lost an item/ Report the lost and Transfer the collected Transfer the
collect an found item item to Cluster Claim unclaimed items
unclaimed item to information point/ Centre to the Police Station
centre (PyeongChang, (PyeongChang,
↓ Gangneung) Gangneung,
Register the items on Jeongseon)
online system (lost 112)
On the End of After the Games

Competition Day Competition Day over
34
Face of the Games
Event Services
|Procedure on Receiving Report on Lost and Found Items in the Information Point/Centre|
1. Record name of the reporter, location and time that the item is lost or found.
2. Register the information on Lost 112 (www.lost112.go.kr) which is National Police Agency
Lost and Found Central system.
3.Call Cluster Claim Centre in either PyeongChang or Gangnueng depending on the location
to submit the report.
4. Transfer the items that are not claimed by spectators during the day to the local Cluster
Claim Centre.
[Lost112 Homepage]
| Procedure on Managing Lost and Found Items in the Cluster Claim Centre |
Cluster Claim Centre is responsible for receiving the reports on lost and found items,
managing the collected items and returning the items to the spectators.
When reports are directly submitted to the Cluster Claim Centre, follow the same
procedure as in Information Point/Centre.
All the items that are not claimed by the end of the Olympic and Paralympic Games will be
transferred to police stations in PyeongChang, Gangneung, and Jeongseon.
35
9-2. Management of Lost and Found Items
When Information Point receives a found item, follow the procedure below.
| General Items- if they are not valuable items |

1. Complete the [Lost and Found Item Tag] and put information such as registeration
number, date, subject of item on the tag.
2. Put the tag and item together in the plastic bag and store it.
3. Fill in the [Lost and Found Log Book].
| Items that carry cash such as wallet |

1. Follow the same procedure as above, but ensure to check the contents inside of wallet,
under the presence of at least two members.
2. When two members check the amount of cash on the spot, they should print their
signatures on [Lost and Found Log Book].
| How to Return the claimed Items to the spectators |
1. When a spectator claims

a found item, request the
spectator to describe the item
to confirm if it belongs to them.
2. Request spectator to show his
or her ID card.
3. Request spectator to write his
or her identity information and
signature on [Lost and Found
Receipt Log Book].
4. Record any related information
regarding returning the item on [Lost and Found Log Book].
36
Face of the Games
Event Services
10. Mobility Service

During PyeongChang 2018 Olympic
a n d Pa r a l y m p i c W i n te r G a m e s ,
spectators with accessibility needs
will visit the venues. Spectators with
disability such as wheelchair users or
spectators with reduced mobility such
as pregnant women or the elderly could
need assistance. And it is our role as
EVS Team to provide service to such
spectators so that they can have
enjoyable game experience. Services
of helping spectators with reduced
mobility or pushing the wheelchairs of
the wheelchair users are called ‘Mobility
Service.’
10-1. Helping spectators with special needs

EVS Team Members will be positioned at the end of PSA so that any incoming spectator looking
for mobility service can recieve service immediately. All venues are accessible and friendly to
people with disabilities.
This is how we can help spectators with

special needs.
First of all, ask the spectators if they

need help.
If they do need help, ask them how

to help them. They know better than

anyone else what kind of help they
might need.
Listen to their instructions.

You need to know your venue layout to

guide them such as accessible routes

or toilets for people with disability.
37
While helping a person with special needs, you need to keep the following behaviors in
mind:
Focus on the person, not the disability.
Speak directly to the person and not to his/her companion or caregiver.
Place yourself at eye level when speaking with a person using a wheelchair.
Treat wheelchair as an extension of wheelchiar user's body. Do not touch it unless
invited to do so.
Listen carefully when you’re talking with someone you have difficulty to understand.
Be patient and wait for the person to finish speaking, rather than speaking for him/
her or completing his/her sentence. If necessary, ask short questions that invite short
answers, like a nod or a shake of head.
When referring to a person with a disability, be careful of expression. Mention the
person first and then mention the disability (ex. ‘spectator with a hearing problem’
instead of ‘hearing impaired spectator.’)
Relax and do not worry if you make mistakes. On most occasions, you will be asked for
information and directions: where to find the accessible toilet, the ramp or elevator
that leads to the accessible seating.
38
PART
04
IV. EVS Customer Satisfaction
1. EVS Values and Service Level
2. Spectators from Different Cultures
3. When a Spectator Complains
IV. EVS Customer Satisfaction
1. EVS Values and Service Level

As Event Services, we are the ‘Face of the Games’ and therefore it is important to always
provide excellent customer service to every spectator.
Following is how we could practice EVS core values.
Welcoming
Say hello and goodbye to spectators.
Friendly
Treat the spectators as you would like to be treated.
Knowledgeable Know where the facilities are.(toilets, food concessions, ticket

box office, information point/centre, souvenir stores etc.)

Be visible Stay in your positions to be visible to the spectators, so that

you can provide timely assistance when needed.

Responsive & Helpful Always be ready to respond spectators. Rather than sending

them to someone else, try your best to find the answer for
them.
Feel proud Have a pride in being part of the Olympic Games and part of EVS.

Have fun Most importantly, do not forget to enjoy the experience. Games

are fun. EVS team members will work together and also will have
fun together.
40
Face of the Games
Event Services
2. Spectators from Different Cultures
The PyeongChang 2018 Olympic and Paralympic Winter Games will bring spectators from all
different countries to PyeongChang and Gangneung.
As Event Services, we will directly interact with many people from different cultures. To
minimize communication difficulties and to ensure guests from all different cultures and
language groups are respected, keep the following tips in mind:
Respect the differences

People may have different look, appearance, or way of dressing. We should respect
their cultures.
Keep smiling

Even when you feel embarrassed or stressed during the communication with them,
soften the situation with your warm smile.
Listen and try to understand

Repeat what you have heard to spectator to ensure you have understood correctly.
Speak slowly and clearly

People with a limited knowledge of English usually take one word at a time to translate
it into their own language. For better communication, avoid slangs, jargons or acronyms
and use simple words.
No handshakes

Some people may not be comfortable with hand shaking. Therefore avoid touching
strangers, including handshakes or pats on their back, unless initiated by the spectator.
However, use your arms and hands to give clear directions.
Respect physical space between

Be aware of your proximity to others and their level of comfort with you when you are
speaking.
41
3. When A Spectator Complains
In venues, there could be situation in which spectators complain. When dealing with a
complaint of the spectator, keep in mind the following flow of actions.
Fill in an
Finish with
Listen Understand Act Incident
a smile
Report Card
Listen
Give them eye contact.
Thank them for bringing the issue to your attention.
Listen without interrupting.
Understand
Understand what they are saying and show your understanding to the spectator.
Speak calmly.
Check with them your understanding of what they are saying.
Then Act
Do what you can do to resolve the issue.
However, do not promise things you cannot deliver.
If you are in doubt, check with your Team Leader.
Take a moment to thank and end with a smile

Thank them again for bringing the concern to your attention.
Wish them a good day.
Fill out an Incident Report Card to improve future service.
42
PART
05
V. Assisting Spectators and
Managing Incidents
1. Incident Report Card
2. Handling Medical Incidents
3. Responding to an Emergency
4. Handling Unattended Items
5. Restricted Items in the Venue
6. Handling Restricted Actions in the Venue
7. Handling Lost and Found Person
8. Re-entry Policy
9. Ambush Marketing and EVS Role
V. Assisting Spectators and Managing Incidents
1. Incident Report Card

As “the eyes and ears of the venue”, EVS Team Members are more likely to be the first to witness an
incident than any other staff in the venue.
For instance, if there is an obstacle or broken-down device, you have to report it to your Team
Leader instantly. You are not supposed to leave the scene until the problem has been resolved. Team
Members can easily find where their Team Leader is, regardless of where they have been deployed in.
In the venues, all kinds of incidents could happen. In case where an unexpected event has taken
place, you have to respond as following:
Try to prevent other spectators from approaching the scene.

If you can safely handle the problem, do so right away.
If
you cannot resolve the problem in your control or you need to leave your position to
solve it, report to the Team Leader.

In the absence of the Team Leader, ask Supervisor to contact VCC.
Fill in the Incident Report Card and submit it to the Team Leader after your shift.
Witness
※Incident Report Card : Appendix 1 (p.64 )
44
Face of the Games
Event Services
2. Handling Medical Incidents

In the venue, medical incidents such as people falling or sliding could happen.
In these cases,
Call the Team Leader or any

other staff with a radio to

ask support from MED.
Until MED arrives, protect

the injured spectator from

any harm, but do not move
him or her.
Keep the scene clear of

spectators lest the patient

should feel embarrassed of
receiving attention.
When MED arrives, let them

take the patient and hold

the situation under control.
Lastly, fill in the Incident

Report Card.
3. Responding to an Emergency
If any unexpected emergency situation occurs, follow these steps.
Keep
calm and wait for further
direction.
If
you have a radio, focus on
delivering information and
receiving orders.
Never
put yourself in danger.
Be
prepared to take action
right away under direction.
45
4. Handling Unattended Items
When there is an unattended or suspicious item left in the venue without visible owner for it,
follow the procedures below.
1. Do not touch or tilt the item.
2. See if there is any possible owner of the item

around.
3. If there is no owner, report to Team Leader

about the unattended item.
5. Restricted Items in the Venue

At the PSA, SEC and police officers security search all spectators and clients entering the venue.
If any spectator entering the venue possesses any prohibited or restricted item, inform the

spectator that he or she cannot carry the item in the venue, as it is a prohibited or restricted item.
For the prohibited and restricted items, there is no place in the venue to store them separately.

| Prohibited and Restricted Items in the Venue |
Prohibited Items Restricted Items
Items that POCOG has designated as

Items that are legally prohibited to be carried
restricted items to be carried in the venue
in such as firearms
for efficiency of operation of the game
Any spectator or Ticket holder who is found to be in possession of any of the restricted
or prohibited items will have the items seized (with no right to have the items returned),
shall be removed from a venue, and may be subject to arrest and/or prosecution by the
relevant authorities.
※Attached document on prohibited and restricted items policy is part of the PyeongChang 2018 Terms and
Conditions of Ticket Purchase, Possession and Use. You can check the entire document from ‘terms of use’ page in
the ticketing website. Appendix 5 (P. 71)
46
Face of the Games
Event Services
Prohibited Items Restricted Items
All Explosive Materials such as TNT, dynamite,

Large
flags (exceeding 2 metres long and
plastic explosives, liquid explosives, powdered 1 metre tall) and flags of non-participating
explosives, including ammoniac explosives, etc. countries as well as banners or markers
containing commercial symbols or
Weapons
or any other materials that pose a
messages
threat such as knife, scissor, razor or camera
stands, etc.
Light
emitting devices including laser
[ Exception]
pointers, flash bulbs, etc.
- Selfie sticks (except those of excessive length
or thickness that may threaten others’ safety)
Instruments
that may interrupt Games
-E ssential items (including stick, trekking pole,
operations and spectators’ ability to hear
etc.) in the aid of people with limited mobility
(with sharp or loud sounds from cheering
- Required items for movement, eating and
tools including small gongs, gongs,
drinking (including special knives, openers, etc.)
loudspeakers, vuvuzelas, and whistles)
for patients, infants, and people with proven
medical conditions
Large
items unable to be screened such
N arcotics and Psychotropic Drugs, Cannabis
as large bags (over 50×50×50cm in size)
[ Exception] and other large items that may interrupt
- Medications that contain narcotics and spectators viewing of competitions
psychotropic drugs that have been prescribed
by a doctor with presentation of such Other
items that may interrupt viewing of
documentation (signed or sealed with the competitions
address of the hospital and the hospital’s name
or the doctor‘s license number)
C ompressed and Liquid Gas, Household gas [Exception]

[ Exception] -B anners for cheering that do not

- Lighters or matches for smoking contain any racial, religious, political,
(except items that look like firearms or are commercial or other propaganda
dangerous) (within 2 metres by 1 metre in size)
-E quipment and supplementary
materials for the movement of infants
and those with disabilities
-N ational flags of the registered
countries for the Games (within 2
metres by 1 metre in size)
- Items sold and provided at the official
stores of PyeongChang 2018 within
Games facilities
※Check attached document on prohibited and restricted items policy in the Appendix 5 (P. 71)
47
| Policy on Food and Drink Items |
Beverages of any kinds are restricted (both alcoholic and non-alcoholic beverages)
[Exception]
- Beverages (both alcoholic and non-alcoholic) sold and provided at the restaurant and
official stores of PyeongChang 2018 within Games facilities
- Non-perishable food and beverages (not exceeding 1ℓ) in glass or thermal containers for
patients, infants, and people proven to have medical conditions
Empty plastic water bottle (not exceeding 1ℓ) that does not have any brand logo on it, which
will be used for the purpose of drinking in the PSA
on-perishable snacks (not exceeding 1ℓ) in original and sealed packaging for personal
N
consumption (ex. biscuit, cereal bars, etc.; but excluding sandwiches, hamburgers, bread or
any kinds of food which may be viewed to be perishable by PyeongChang 2018)
N
on-perishable food and beverages for consumption by infants and toddlers, patients, and
people proven to have medical conditions
6. Handling Restricted Actions in the Venue

In the venue, there could be spectators demonstrating restricted actions, such as waving big
national flag over the accepted size as per regulation in the venue.
Restricted Actions are such as

S
moking i n the venue
Action
that is dangerous or disturbing the
viewing of the game of other spectators
D
istribution of unauthorized promotional
materials
D
isplay of signage or banners containing
inappropriate message
F
lash photography
In such circumstances, follow these steps:

W
hen you find a spectator showing restricted action, politely ask the spectator to follow the
policy in the venue.
If the same action is repeated, inform the spectator that next time, he/she has to leave the venue.
If the spectator seems to be intoxicated or aggressive, do not intervene in the situation for your safety.
C
all your Team Leader or ask the closest SEC to advise the spectator to behave properly.
※Check attached document on restricted behaviour policy in the Appendix 5 (P. 71)
48
Face of the Games
Event Services
7. Handling Lost and Found Person

In the venue, spectators without decision-making ability, such as young children or elderly people
with dementia could get separated from their guardians. When you see a found child or a guardian
looking for his/her child, follow procedures below to resolve the issue.
1. Contact 112 directly. (National Police Agency)

2. Comfort the spectator and ask him/
her when and where the person in
search was lost.
3. Report to Team Leader or Supervisor
4. S tay in the location with the
spectator until police officer arrives.
5. If child finds guardian or guardian
finds child prior to police officer’s
arrival, record the name of the found person. In case where you find the situation suspicious,
contact SEC immediately.
6. Hand over the found spectator to police officers upon officers’ arrival.
※ Team Leader will report the incident to VCC through radio after handing over the
spectator to police.
8. Re-entry Policy
Spectators are not allowed to leave the venue and re-enter once their tickets have been scanned.
However, in following circumstances, re-entry can be allowed.

Natural disaster, cancellation of the game,
unexpected incident that caused all spectators
to leave the venue and re-enter for resumed
game.
W hen spectators need to collect medical
supplies, need to breast-feed their children, or
show allergy, they can be temporarily allowed
to leave and re-enter the venue. However, they are
only allowed to re-enter through designated gate.
When you receive a request on re-entry from a spectator, contact your Team Leader or Supervisor.
49
9. Ambush Marketing and EVS Role
When a company advertises its products with a big event without being an official sponsor, it is
called ‘Ambush Marketing.’
The definition of Ambush Marketing is 'all intentional and unintentional attempts to create a false or
unauthorised commercial association with the Olympic Movement or the Olympic Games.'
Examples of ambush marketing are large groups of spectators coming to the venue wearing T-shirts
or carrying items promoting a company that is not a sponsor.
If someone is distributing t-shirts with the logo of other soda brands to the spectators and guiding
them to wear them, it is regarded as ambush marketing, since the official sponsor on drink products
for the 2018 Winter Games is Coca Cola.
If you see such incident, report it to your Team Leader. Team Leader will contact VM to inform VCC to
contact relevant FA representative to resolve the issue.
| Partners and Sponsors ofThe

PyeongChang 2018 Olympic Games |
Olympic Winter Games
PyeongChang 2018
The Olympic Winter Games (as of Nov. 18. 2017)
PyeongChang 2018
THE WORLDWIDE OLYMPIC PARTNERS The Olympic Winter Games
PyeongChang 2018
THE WORLDWIDE OLYMPIC PARTNERS
THE WORLDWIDE OLYMPIC PARTNERS
THE OFFICIAL PARTNER OF PYEONGCHANG 2018 OLYMPIC GAMES
THE OFFICIAL SPONSOR OF PYEONGCHANG 2018 OLYMPIC GAMES
THE OFFICIAL SUPPLIER OF PYEONGCHANG 2018 THE OFFICIAL SUPPORTER OF PYEONGCHANG 2018
PAGODA Samil PwC BAE, KIM & LEE LLC BOMBARDIER INTERPARK AhnLab DYFlag HANCOM Duzon Bizon SMART PLANET
SAMSUNG SECURITIES DAEDONG HANSSEM S-OIL Corporation LS OTTOGI Daegwanryoung Hanwoo noodle lovers Cheorwon Odae-ssal
THE OFFICIAL SUPPLIER OF PYEONGCHANG 2018 THE OFFICIAL SUPPORTER OF PYEONGCHANG 2018
SAMSUNG C&T HANJIN HANJIN TRAVEL HUAWEI KukDong Metal Fence INFLUENTIAL SOMUNSA KELLY SERVICES
PAGODA Samil PwC BAE, KIM & LEE LLC BOMBARDIER INTERPARK AhnLab DYFlag HANCOM Duzon Bizon SMART PLANET
HYUNDAI DEPARTMENT STORE GROUP Seoultent Daewon Rental
THE OFFICIAL
SAMSUNG SUPPLIER
SECURITIES DAEDONGOF HANSSEM
PYEONGCHANG 2018
S-OIL Corporation THE
LS OFFICIAL
Maeil Dairies
OTTOGI SUPPORTER
Hoengseong Hanwoo OF
Daegwanryoung Hanwoo PYEONGCHANG
Jet Set Sports
noodle lovers
DY 2018KPS
KEPCO
Cheorwon Odae-ssal
KIMG KOEN KOMIPO KOWEPO KOSPO EWP KEPCO E&C AhnLab
KEPCO NF DYFlag
KEPCO KDN KOMSCO Airbnb SMART PLANET
PAGODA
SAMSUNG C&TSamil PwC
HANJIN BAE, KIM & TRAVEL
HANJIN LEE LLC BOMBARDIER
HUAWEI INTERPARK HANCOM Duzon Bizon
KukDong Metal Fence INFLUENTIAL SOMUNSA KELLY SERVICES
Korea Airports Corporation Incheon International Airport Corporation Gangwon Ginseng Nonghyup Gangwon
SAMSUNG SECURITIES STORE
HYUNDAI DEPARTMENT DAEDONG
GROUP HANSSEM
Seoultent S-OIL Corporation
Daewon Rental LS OTTOGI Daegwanryoung Hanwoo Potato Nonghyup
noodle lovers HANBANDO
Cheorwon Nonghyup
Odae-ssal
Maeil Dairies Hoengseong Hanwoo Jet Set Sports DY KEPCO KPS
KORAIL TechnoGym JEONGSEON APPLE SOLRAEWON BAUERFEIND iLUKA SERVICES
SAMSUNG
KIMG C&T KOMIPO
KOEN HANJIN HANJIN
KOWEPO TRAVEL
KOSPOHUAWEI
EWP KukDong Metal Fence NF INFLUENTIAL
KEPCO E&C KEPCO KEPCO KDN SOMUNSA
KOMSCO KELLY
Airbnb
HYUNDAI DEPARTMENT
Korea Airports STORE Incheon
Corporation GROUP International
Seoultent Airport
Daewon Rental
Corporation Maeil Dairies Hoengseong
Gangwon Ginseng Nonghyup Hanwoo Jet
Gangwon Set Sports
Potato DY
Nonghyup KEPCO KPSNonghyup
HANBANDO
KIMG
KORAIL KOEN KOMIPO
TechnoGym KOWEPO KOSPO EWP KEPCO E&C APPLE
KEPCO NF KEPCO KDNBAUERFEIND
KOMSCO Airbnb
JEONGSEON SOLRAEWON iLUKA
50 Korea Airports Corporation

KORAIL TechnoGym
Incheon International Airport Corporation Gangwon Ginseng Nonghyup Gangwon Potato Nonghyup HANBANDO Nonghyup
JEONGSEON APPLE SOLRAEWON BAUERFEIND iLUKA
Face of the Games
Event Services
Partners support IOC and POCOG to successfully stage the Olympic Games not only financially, but
also in the form of delivering adequate goods and services needed for the Games and displaying an
understanding of Olympism throughout the process.
Partners have the right to advertise their brand and supply their goods or services exclusively,
subject to the sponsorship category approved by the IOC based on the sponsorship agreement
between the partner and IOC/POCOG.
Contribution from the Partners helps IOC, POCOG and KOC to expand the Olympic Movement, such
as staging of the Olympic Games and educating youth through sport.
| Partners and Sponsors of The

PyeongChang 2018 Paralympic Games |
PyeongChang 2018
Paralympic Winter Games
The PyeongChang 2018 (as of Nov. 18. 2017)
THE WORLDWIDE PARALYMPIC PARTNERS The PyeongChang 2018
THE WORLDWIDE PARALYMPIC PARTNERS
THE WORLDWIDE PARALYMPIC PARTNERS
THE OFFICIAL PARTNER OF PYEONGCHANG 2018 PARALYMPIC GAMES
THE OFFICIAL SPONSOR OF PYEONGCHANG 2018 PARALYMPIC GAMES
THE OFFICIAL SUPPLIER OF PYEONGCHANG 2018 PARALYMPIC GAMES
THE OFFICIAL
KORAIL SUPPLIER
KEB Hana Bank OF PYEONGCHANG
HANSSEM Hanwha 2018 PARALYMPIC
HANJIN HANJINGAMES
TRAVEL KEPCO KPS BAE, KIM & LEE LLC INTERPARK
THE OFFICIAL
KEPCO
KORAIL
E&C SUPPLIER
KEPCO NF
KEB Hana Bank
OF PYEONGCHANG
KEPCO KDN
HANSSEM
NAVER 2018
Hanwha
PARALYMPIC
Airbnb
HANJIN
GAMES
HANJIN TRAVEL KEPCO KPS BAE, KIM & LEE LLC INTERPARK
KEPCO E&C KEBKEPCO

KORAIL NF
Hana Bank KEPCO KDN
HANSSEM NAVER
Hanwha Airbnb
HANJIN HANJIN TRAVEL KEPCO KPS BAE, KIM & LEE LLC INTERPARK
KEPCO E&C KEPCO NF KEPCO KDN NAVER Airbnb
51
PART
06
VI. A Day at the Games
1. A Day of EVS Team Member
2. Things to Prepare
3. What We Expect from EVS Team Members
4. When You Go to Work
VI. A Day at the Games
1. A Day of EVS Team Member

EVS Team Members spend a day during the Games time with following routine.
PEM
workforce
check-in
EVS
End of Shift workforce
check-in
Debriefing Briefing
Rotation Deploy-
ment
Breaks On-post
Wake up in the morning, have a nice breakfast, and get dressed in PyeongChang

Winter Games uniform. Get on the shuttle bus to your venue with your
Accreditation Card and Identity Card.
First, go to the PEM Check-in Office and get checked in. Also, receive meal
vouchers for the day.

Keep moving to the EVS Workforce Check-in Office. You will know which role you
will be playing today and your Team Leader will give you a briefing.
After the briefing is over, your Team Leader will take you to your post and tell you
everything you need to know about your specific position.

Team Leader will guide you when to have breaks during the shift.
EVS Team Members will perform different jobs in a single day, except for those
who are assigned as Information Point/Centre Members.

When the operation hour is over, your Team Leader would request the Members’
feedback on how the EVS work went that day.

And then, a day at the Games ends.
54
Face of the Games
Event Services
2. Things to Prepare
Things to Prepare Things to Remember

I dentity Card No
storage for personal items available in
(Needed
when you have lost your the venue
Accreditation Card and try to reissue it) (Bring only the items that can be carried
A
ccreditation Card (OIAC/PIAC) in your backpack)
Your
belongings should not reveal names,
018 PyeongChang Winter Games uniform
2
logos, emblems of any company which
P
ersonal gears (warm clothes, etc.) is not part of official Olympic/Paralympic
Partners or Sponsors
P
ersonal belongings
If
you are not feeling well because of
cold or fatigue, call your Team Leader

immediately
3. What We Expect from EVS Team Members
assion
P
Keep in mind: We are the ones
who are making the Games.
Consideration
Care about other EVS Members
and other FA personnel.
Cooperation
Support each other and assist
their Team Leader.
Expertise
U nderstand EVS roles to
provide the highest level of
customer service.
Resolution
B e re a d y m a ke p re c i o u s
memories and leave a good
impression to people all across
the world.
55
4. When You Go to Work
Read
over your Guidebook
Bring
your Accreditation Card and ID card
Wear
Uniform
Use
shuttle bus, not personal vehicle
Be
punctual
There are many steps to go through before you actually arrive the check-in office.
Consider time for walking from the drop-off point to the venue, security screening,
workforce check-in and leave your home to work with enough time.
56
PART
07
VII. Let's Practice!
1. Access Monitoring Practice
2. EVS Roles at a Glance

VII. Let’s Practice!
1. Access Monitoring Practice

Let’s see various types of situation for access monitoring and see if the person can enter
the access control point.
Situation
01
Question Can Soohorang enter the access control point?

Answer 1. Venue Code: IBC match
2. Zone Code: number 5, colour RED match
Therefore, Soohorang can enter the access control point.
질문
Situation 답
02
Question Can Bandabi enter the access control point?

Answer 1. Venue Code: OLV match
2. Zone Code: number 2, colour BLU match.
Therefore, Bandabi can enter the access control point.
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Face of the Games
Event Services
Situation
03

Answer 1. Venue Code: no code match
2. Zone Code: no number, colour match
Therefore, Bandaibi cannot enter the access control point.
Situation
04
Question Can Soohorang enter the access control point?

Answer 1. Venue Code: no code match
2. Zone Code: no number, colour match
Therefore, Soohorang cannot enter the access control point.
59
Situation
05

Answer 1. Venue Code: ALL match
2. Zone Code: number 2, alphabet R and colour RED match
Therefore, Bandabi can enter the access control point.
Situation
06
Question Can Day Pass holder enter the access control point?
Answer This Day Pass does not show the date of issue printed on it. Day Pass is only valid during the date
of issue. Since there is no date to confirm, this Day Pass holder cannot enter the access control
point.
60
Face of the Games
Event Services
Situation
07
Question Can Day Pass holder enter the access control point?
Answer This Day Pass does have the date of issue on it. If the Pass holder used it on Feb 11, then he or she
can enter the access control point. Also, Venue Code GIA and Zone Code RED match.
Therefore, this Pass holder can enter the access control point.
61
2. EVS Roles at a Glance
Let’s review some of the EVS roles.
1 Question What is the role of this picture?

Answer PIM
Welcome the spectators and visually check
their tickets to see if they have the right ticket
for the competition.

Answer Pacer
G uide spectators to magnetometer with
shorter waiting line and control the flow by
positioning only three or four spectators in
front of the magnetometer.

Answer Spectator Marshal
P rovide the spectators with information
and direction. Use the megaphone to deliver
messages and sit on the lifeguard chair if
necessary.

Answer Usher
G uide the spectators finding their seats
and oversee the seating bowl if there is any
restricted item or restricted behavior.

Answer Access Monitor
Check if the card holder has the right access
privilege and guide the person to VAO (Venue
Accreditation Office) there is any issue.
62
Face of the Games
Event Services
| APPENDIX |
1 Incident Report Card
2 Terms and Abbreviation

frequently used in FA
3 Abbreviation for Functional Areas
4 Main Venue Codes
5 Spectator Policy
- on Prohibited and Restricted Items
- on Restricted Behaviours
63
APPENDIX 1 Incident Report Card
Witnes
64
Face of the Games
Event Services
Witness
65
APPENDIX 2 Terms and Abbreviation frequently used in FA
Acronym Full Name
FA Functional Area
EVS Event Services
FOH Front of House
BOH Back of House
FOP Field of Play
PIM Pre-Magnetometer Information Marshal
Pacer
Spectator Marshal
Usher
Access Monitor
VM Venue Manager
DVM Deputy Venue Manager
VGM Venue General Manager
VCC Venue Communication Centre
VAO Venue Accreditation Office
TRO Ticket Resolution Office
PSA Pedestrian Screening Area
66
Face of the Games
Event Services
APPENDIX 3 Abbreviation for Functional Areas
Acronym Full Name Note
ACM ACCOMMODATION FA
ACR ACCREDITATION FA
ACS ACCESSIBILITY FA
AND ARRIVALS & DEPARTURES FA
BRP BRAND PROTECTION FA
BRS BROADCAST SERVICES FA
CER CEREMONIES FA
CLA CLASSIFICATION FA
CNW CLEANING & WASTE FA
CTY CITY OPERATIONS FA
DOP DOPING CONTROL FA
EVS EVENT SERVICES FA
FNB FOOD & BEVERAGE FA
LAN LANGUAGE SERVICES FA
LIC LICENSING FA
LIV CITY ACTIVITIES & LIVE SITES FA
LOG LOGISTICS FA
MED MEDICAL SERVICES FA
MPS MARKETING PARTNER SERVICES FA
NCS NOC & NPC SERVICES FA
OFS OLYMPIC/PARALYMPIC FAMILY SERVICES AND PROTOCOL FA
PEM PEOPLE MANAGEMENT FA
PRS PRESS OPERATIONS FA
SEC SECURITY FA
SIG SIGNAGE FA
67
SPP SPORT PRESENTATION FA
SPT SPORT FA
SPX SPECTATOR EXPERIENCE FA
TEC TECHNOLOGY FA
TKT TICKETING FA
TRA TRANSPORT FA
VEM VENUE MANAGEMENT FA
HNS Health & Safety

SUB-FA UNDER OLYMPIC/
PRT PROTOCOL PARALYMPIC FAMILY
SERVICE
NOC ATHLETES & NOC/NPC CLIENTS
IFS INTERNATIONAL FEDERATIONS CLIENTS
MPT MARKETING PARTNERS CLIENTS
TOP THE OLYMPIC PARTNER CLIENTS
OLF OLYMPIC/PARALYMPIC FAMILY CLIENTS
PRE PRESS OPERATIONS CLIENTS
RHB RIGHTS HOLDING BROADCASTERS CLIENTS
SPE SPECTATORS CLIENTS
WKF WORKFORCE CLIENTS
68
Face of the Games
Event Services
APPENDIX 4 Main Venue Codes
GHC GANGNEUNG HOCKEY CENTRE
GHT GANGNEUNG HOCKEY TRAINING VENUE
GOV GANGNEUNG OVAL
FIGURE SKATING, SHORT

GIA GANGNEUNG ICE ARENA
TRACK (FOP)
GCC GANGNEUNG CURLING CENTRE
KHC KWANDONG HOCKEY CENTRE
KHT KWANDONG HOCKEY TRAINING VENUE
SKI JUMPING, NORDIC

ASJ ALPENSIA SKI JUMPING CENTRE
COMBINED (FOP)
CROSS-COUNTRY SKIING,
ACC ALPENSIA CROSS-COUNTRY CENTRE
NORDIC COMBINED (FOP)
ABT ALPENSIA BIATHLON CENTRE

BOBSLEIGH,
ASL ALPENSIA SLIDING CENTRE SKELETON, LUGE
(FOP)
YAL YONGPYONG ALPINE CENTRE
JAL JEONGSEON ALPINE CENTRE
BKP BOKWANG SNOW PARK (P)
BKC BOKWANG SNOW PARK (C)
PVL PYEONGCHANG OLYMPIC VILLAGE
GVL GANGNEUNG OLYMPIC VILLAGE
GMV GANGNEUNG MEDIA VILLAGE
INTERNATIONAL
IBC INTERNATIONAL BROADCAST CENTRE
BROADCAST CENTRE
OLYMPIC STADIUM FOR

POS PYEONGCHANG OLYMPIC STADIUM OPENING AND CLOSING
CEREMONIES
69
GST GANGNEUNG STADIUM
OLYMPIC STADIUM,
POP PYEONGCHANG OLYMPIC PLAZA
MEDALS PLAZA
GOP GANGNEUNG OLYMPIC PARK
MOUNTAIN CLUSTER UNIFORM DISTRIBUTION AND

MAC
MAIN ACCREDITATION CENTRE
MDC MAIN DISTRIBUTION CENTRE
HQP PYEONGCHANG 2018 HEADQUARTERS
MOC MAIN OPERATIONS CENTRE
70
Face of the Games
Event Services
APPENDIX 5 Spectator Policy
Excerpt from PyeongChang 2018 Terms and Conditions of Ticket Purchase, Possession and Use
1. Personal Property
1.1. Subject to the restrictions stipulated in the prohibited and restricted items
below, baby strollers may be restricted from being taken into the competition
Venue, and should be requested to be stored in stroller storage room provided by
PyeongChang 2018. On the other hand, spectators using wheelchairs can attend
the competition using their wheelchairs.
1.2. PyeongChang 2018 has the exclusive right to determine what objects may
be brought into a Venue by a Ticket Holder. PyeongChang 2018 will not store
confiscated and/or unauthorised items at a Venue and a Ticket Holder will have no
right for the item to be returned.
2. Prohibited and Restricted Items

2.1. Prohibited Items
All spectators, including Ticket Holders, are prohibited from transporting into a
Venue any of the following items. Any spectator or Ticket Holder who is found to
be in possession of any of the items below will have the items seized (with no right
to have the items returned), shall be removed from a Venue, and may be subject
to arrest and/or prosecution by the relevant authorities. The list below represents
a summary of prohibited items and is subject to change at the discretion of
PyeongChang 2018. An updated, detailed list of prohibited items can be found at
the PyeongChang 2018 Ticketing Website.
2.1.1. Explosive Materials & Ignition Devices (or parts thereof)
- All explosive materials: T NT, dynamite, plastic explosives, liquid explosives,

powdered explosives, including ammoniac explosives, etc.
- Electric detonators, blasting caps
- All forms of fireworks
- Incendiary devices: Flares and ignition devices (including flare guns), detonators
and connecting devices
71
- Electro-mechanical devices which may remotely activate explosions
- All materials that can be used as improvised explosives
2.1.2. Firearms (or parts thereof) & All Devices and Ammunition Suspected of Weapons
- A ll firearms (including those which can discharge projectiles from inside the
firearms using gas or air pressure)
- Parts of any kind of firearm
- All types of ammunition and gunpowder
- Realistic replicas of firearms (fake firearms, toy guns, copies and imitations of
firearms)
- Other items that are not shaped like normal guns but may be used in a similar way
2.1.3. Narcotics and Psychotropic Drugs, Cannabis
- N arcotic and psychotropic drugs and cannabis which are prohibited to be

produced, stored, possessed, and used according to the applicable laws of the
Republic of Korea
[ Exceptions]
- M edications that contain narcotics and psychotropic drugs that have been
prescribed by a doctor with presentation of such documentation (signed or sealed
with the address of the hospital and the hospital’s name or the doctor‘s license
number)
2.1.4. Weapons or Any Other Materials that Pose a Threat
- All forms of knives, (short) swords, pocketknives, scissors, and razors

- Harpoons, crossbows, arrows
- Ice picks, saws, axes, screwdrivers, hammers, pliers, wrenches
- Drills, nail guns, electric saws, cutters
- Needles, pins
- Camera stands, poles, trekking poles, golf clubs, bats, helmets
- Other large materials that may cause physical harm
[ Exceptions]
- Selfie sticks (except those of excessive length or thickness that may threaten
others’ safety)
- Essential items (including stick, trekking pole, etc.) in the aid of people with limited
mobility
72
Face of the Games
Event Services
- Required items for movement, eating and drinking (including special knives,
openers, etc.) for patients, infants, and people with proven medical conditions
2.1.5. Compressed and Liquid Gas
- Household gas (butane and propane gas in a container)

- Other sprays which use compressed and liquid gas as a solvent
- Compressed and liquid gas that may temporarily or permanently harm people
- Fillers and connecting devices for any compressed or liquid gas
- Other devices or substances suspected of containing compressed or liquid gas
[ Exceptions]
- L ighters or matches for smoking (except items that look like firearms or are
dangerous)
2.1.6. Strong Acids and Dangerous Items (flammable)
- S trongly acidic substances (including hydrochloric acid, sulfuric acid, silane,

perchloric acid, etc.)
- Poisonous substances such as potassium cyanide
- Oxidizing solids (chlorite, chlorate, perchlorate, peroxide, bromate, nitrate, iodides,
permanganate, dichromate, etc.)
- Flammable solids (red phosphorus, sulfur, iron, metal powder, magnesium, other
flammable solids, etc.)
- P yrophoric materials and water reactive chemicals (potassium, sodium,
alkylaluminium, yellow phosphorous, alkali metals and alkaline earth metals,
organometallic compounds, metal hydride, metal phosphide, calcium or aluminum
carbide, etc.)
- F lammable liquids (carbon disulfide, ethyl ether, acetone, gasoline, alcohol,
kerosene oil, diesel, various paints and varnishes, and various oils such as heavy
oil, creosote oil, gear oil, cylinder oil, edible oil, etc.)
- Self-reactive substances (organic peroxide, nitric ester, nitrous compounds, azo
and diazo compounds, hydrazine derivatives, hydroxylamine, hydroxylamine salts)
- Oxidizing liquids (perchloric acid, hydrogen peroxide, nitric acid)
- Other substances suspected to be corrosive, explosive, flammable, and oxidizing
73
2.1.7. Items that May Interrupt Operations of the Venue or Competitions during the Events
- G oods with sales purposes inside secured areas, banners, printouts, ropes,
protest banners, clothing, etc. with phrases and paintings that express racial,
religious, political, commercial or other propaganda that violate the Olympic
Charter, public order, and common public sensibilities.
- Large flags (exceeding 2 metres long and 1 metre tall) and flags of non-
participating countries as well as banners or markers containing commercial
symbols or messages
- Light emitting devices including laser pointers, flash bulbs, etc.
- Instruments that may interrupt Games operations and spectators’ ability to
hear (with sharp or loud sounds from cheering tools including small gongs, gongs,
loudspeakers, vuvuzelas, and whistles)
- Wireless signal equipment (wireless controlling devices and their transceivers
including radios, routers, jammers, and drones)
- Various subsidiary equipment for movement such as bicycles, roller skates,
skateboards, and folding chairs, mats, tents, etc.
- Sports accessories and equipment
- Large items unable to be screened such as large bags (over 50×50×50cm in
size) and other large items that may interrupt spectators viewing of competitions
- Other items that may interrupt viewing of competitions
[ Exceptions]
- Banners for cheering that do not contain any racial, religious, political, commercial
or other propaganda (within 2 metres by 1 metre in size)
- Equipment and supplementary materials for the movement of infants and those
with disabilities
- National flags of the registered countries for the Games (within 2 metres by 1
metre in size)
- Items sold and provided at the official stores of PyeongChang 2018 within Games
facilities
2.1.8. Pharmaceuticals
- Liquid pharmaceuticals more than 100㎖ in volume

- Pharmaceuticals less than 100 ㎖ in volume not visible in opaque or metal
containers
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Face of the Games
Event Services
- Over 5 different types of pharmaceuticals in a sealed package

- Syringes or pharmaceuticals in aerosol form
[ Exceptions]
- Pharmaceuticals prescribed by a doctor with presentation of such documentation
(signed or sealed with the address of the hospital and the hospital’s name or the
doctor‘s license number)
2.1.9. Others
- Pets
- Glass containers of all types
- Unidentified liquids, gels, creams, and powders inside opaque containers
- Food and beverages of any kinds (both alcoholic and non-alcoholic beverages)
- All liquids not otherwise exempted in this document
[ Exceptions]
- Service animals for the aid of people with limited mobility (including guide dogs for
those with visual impairments)
- Creams, lotions, or oils up to 5 per person and personal hygiene goods contained
in an original container, less than 200㎖, and less than 1ℓin total (glass containers
not allowed)
- Beverages (both alcoholic and non-alcoholic) sold and provided at the restaurant
and official stores of PyeongChang 2018 within Games facilities
- N on-perishable food and beverages (not exceeding 1 ℓ) in glass or thermal
containers for patients, infants, and people proven to have medical conditions
2.2. Restricted Items
All spectators, including Ticket Holders, are allowed to bring into the venues the
following items in a restricted manner. Any spectator or Ticket Holder who is found
to be in possession in violation of the restriction below will have the items seized
(with no right to have the items returned), shall be removed from a Venue, and may
be subject to arrest and/or prosecution by the relevant authorities. The list below
represents a summary of restricted items and is subject to change at the discretion
of PyeongChang 2018. An updated, detailed list of restricted items can be found at
the PyeongChang 2018 Ticketing Website.
75
- Non-perishable snacks (not exceeding 1ℓ) in original and sealed packaging for
personal consumption (ex. biscuit, cereal bars, etc.; but excluding sandwiches,
hamburgers, bread or any kinds of food which may be viewed to be perishable by
PyeongChang 2018)
- Non-perishable food and beverages for consumption by infants and toddlers,
patients, and people proven to have medical conditions
- Empty plastic water bottles to be filled with water inside the secured area (limited
to 1ℓ-clear water bottles without a brand name)
- Small folding umbrellas without sharp edges and without any manufacturer’s or
supplier’s brand names printed visibly)
3. Obligatory and Forbidden Behaviour

3.1. Prohibited Behaviours
3.1.1. Any behaviour by a Ticket Holder that, in PyeongChang 2018’s view, creates a
dangerous situation, puts at risk an individual’s personal security, is against public
order, interferes in any way with the orderly execution of a Session or disrupts the
enjoyment of a Session is forbidden and may result in a refusal of admission to or
removal from the Venue without refund.
3.1.2. The following is an illustrative list of prohibited and restricted behaviour within any
Venue, and is subject to change at the discretion of PyeongChang 2018:
-E
ntering without a valid ticket or AD card or using a scalped ticket
- Throwing or launching materials into field of play or seating areas, disturbing or
interfering with event operations
- Blocking passages by sitting around gates, stairs, or in aisles without permission
- Climbing fences, light towers, or other facilities. Standing on the seats.
- Smoking in non-designated areas
- Entering a prohibited area without permission
- Destroying, damaging or manipulating buildings, trees, signage, or other objects
or facilities
- Destroying or invalidating seals placed by Government Securities or PyeongChang
2018 Security Team without permission
- T hreatening, overpowering, insulting, or provoking others including referees,
athletes, staff, and operational crews
76
Face of the Games
Event Services
- Building tents, cabins, or similar objects

- Entering the facilities under the influence of alcohol
- Entering the facilities under the influence of drugs
- Soliciting, making speeches, assembling, propagating a religion
- Using fire from sources other than lighters in designated smoking zones
- Cars entering into or parking in undesignated areas
- Distributing, posting or damaging advertising materials, fundraising
- Dumping trash or other waste in undesignated areas
- Disturbing the Games or causing harm to facilities and spectators
3.1.3. Any Ticket Holder also shall not:

- undertake any form of ambush marketing, which shall include any activity, whether
commercial or non-commercial, that creates, implies or refers to a direct or indirect
association of any kind (including an association in the minds of members of the
public) with the Games or any Games Body (PyeongChang 2018, IOC, KOC or of any
other official Olympic Body), and includes the display or distribution of advertising
materials or products with the intention of gaining exposure for any brand in or
within the vicinity of venues at which the Games are taking place, unless such
activity has been authorized by PyeongChang 2018 and/or other entity which is
entitled to give such authorization;
- c ause to be done, or permit anyone to do, anything which might damage or
endanger the validity or distinctiveness of, or the goodwill in, the Protected Marks
of any Games Body; or
- do anything which would have an adverse effect on any Games Body, or any
official supporter or broadcaster of the Games.
3.2. Obligatory Behaviours
3.2.1. A Ticket Holder’s breaching the following may result in a refusal of admission to or
removal from the Venue without refund.
-P
resenting tickets, identification cards, or AD cards on request
- Cooperating with safety searches of personal belongings
- Observing Venue protocols and the security crew’s instructions
- Sitting in one’s designated venue’s seat or area as printed on the ticket (standing
in aisles or on stairs during a Session is not permitted and Ticket Holder may be
asked to return and sit in one’s seat by the operational crew)
77
4. Security inspections
4.1. PyeongChang 2018 may conduct security searches to ensure safety at a Session.
4.2. A Ticket Holder who rejects a security search or refuses to comply with rules and
security notices published by PyeongChang 2018 will be required immediately to
leave the Venue, without refund to the Ticket Holder or Ticket Purchaser.
5. Filming, photography and taping

5.1. Ticket Holders agree that the event for which Tickets have been purchased is
public, and that their appearance and actions inside and in the perimeter of the
Venue where the event occurs are public in nature, and that they shall have no
expectation of privacy with regard to their actions or conduct at the event.
5.2. Ticket Holders agree to being photographed, filmed, identified and/or otherwise
recorded by PyeongChang 2018, the IOC, the IPC, or third parties authorized by
them, who, without payment, have the right to use any such photographs, films
or recordings during and after the PyeongChang 2018 Games, for the maximum
duration permitted under the applicable laws, in any content format and through
any media or technology whether now existing or created in the future and whether
such use is commercial or non-commercial.
5.3. Ticket Holders may take or record still and moving images and/or sounds within
Venues and agree that the IOC shall be sole owner of any intellectual property
rights (including copyright) in such content without further authorization from, or
compensation to, the Ticket Holder or anyone acting on his/her behalf, and hereby
assign any rights he/she may have in respect of such content to the IOC, including
without limitation the right to make derivative works, waiving all moral rights in the
same.
5.4. Pursuant to the above, the IOC hereby grants to Ticket Holders with a limited
and revocable licence to use the still and moving images and/or sounds taken or
recorded within Venues provided that such use is personal, private, non-commercial
and non-promotional. Notwithstanding the foregoing, Ticket Holders shall not
78
Face of the Games
Event Services
transmit any moving images and/or sounds taken or recorded within Venues over
the internet, radio, television or any other media now known or hereafter invented
(with such prohibition including, without limitation, not posting such content on
social media platforms or live-streaming such content through any website or
application), without the IOC’s prior consent.
5.5. Ticket Holders are prohibited from collecting, disseminating, transmitting or

publishing any scores, statistics or other information related to the events taking
place within the Venues for any commercial, betting or gambling purpose.
5.6. In order to protect the privacy of residents in Host City, it is prohibited to take
pictures in "Photography Prohibited Area" designated in Olympic Park or otherwise
as established by the IOC or PyeongChang 2018.
79
Published by PyeongChang Organizing Committee for the 2018 Olympic and
Paralympic Winter Games, EVS
Editor,
EVS Planning Team
OH Yun-kyeong Gunay Ismayilova JeongHyun Chloe Heo HWANG Wonjun

JongMoon Lionel Choi Paris Kokknois KIM Cheonseop JUNG Suwon
JO Hyeonji Dahae Diana Kim JUNG Sukgyu
Copyright © PyeongChang Organizing Committee for the 2018 Olympic and Paralympic Winter Games
108-27, Olympic-ro, Daewallyeong-myeon, PyeongChang-gun, Gwangwon-do, 25347, Republic of Korea
Dec. 2017
All rights reserved.
If you have any questions regarding the EVS volunteer training,

Please contact here.
EVS Workforce Training Website: http://www.2018evs.org

EVS Volunteer Training Centre: 82-2-3786-0774~0778
jackymin@kmac.co.kr / sweet622@kmac.co.kr

EVS Volunteer Guide Book - English

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EVS Volunteer Guide Book - English

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EVS Volunteer

The PyeongChang 2018 Olympic and Paralympic Winter Games

108-27, Olympic-ro, Daewallyeong-myeon, PyeongChang-

All rights reserved.

This book is considered as ‘Games Related Symbols’ that

Under the provision of Article 25 of the PyeongChang

Under the provision of Article 89 of the PyeongChang

PART 01 9. Lost and Found Claim Centre 34

II. About EVS 06 IV. EVS Customer Service 40

4. Usher 18 VI. A Day at the Games 54

| Emblem and Mascot |

Olympic Paralympic Olympic Paralympic

| Games Schedule and Disciplines |

All venues within

Gangneung Coastal Cluster

PyeongChang Mountain Cluster

Alpensia Cross-Country Centre 7,500 Cross-Country Skiing, Nordic Combined

Yongpyong Alpine Centre 6,000 Alpine Skiing(technical)

Alpine Skiing(speed), Para Alpine Skiing,

Gangneung Hockey Centre 10,000 Ice Hockey I, Para Ice Hockey

PyeongChang Olympic Plaza Medal Ceremony, Live Site Performances

PyeongChang Olympic Stadium 35,000 Opening and Closing Ceremony

Gangneung Olympic Park 60,000

Feature EVS FA is specific to Olympic and Paralympic Games as well as multi-sport

The picture on the right shows an

Same problems may aslo happen in

2. EVS Core Values

Slogan Fun together and Precious Memories

To deliver the best experience to spectators

Core Values Kindness Convenience Happiness Safety

The core values that underlie EVS of PyeongChang

Although athletes are seen as the main actors in the

6. EVS working area in the venue

Pedestrian Screening Area (PSA)

FOH : Front of House Ticket Scanning Area (TSA) Food Concessions

Stroller / Wheelchair Storage

Pedestrian Screening Area (PSA)

FOH: m anaging PSA queue, giving direction, operating information point/centre,

8. Scale of EVS volunteers

9. EVS Chain of Command

EVS DVM 1 person

Team Leader 20 people

Team Member 232 people

Venue Manager(VM), Deputy Venue Manager(DVM)

Organisation One VM and DVM per each venue

Team Members (Volunteers)

| Scope of EVS Roles |

FOH(Front of House) BOH(Back of House)

1. Assisting Security Screening(PIM, Pacer) 1. Access Monitor

2. Assisting Security Screening

Security screening is operated for following purposes.

As PIM, the role will be to:

MESSAGES PIMS USE

visually check the tickets of the entering spectators to

 se arms as stop sign to prevent the next guest from

the queue can start getting ready.

MESSAGES PACERS USE

A Spectator Marshal will:

When delivering the message:

Use clear pronunciation and

friendly manner and say

find their seats by checking

that spectators can find their

FOH: m anaging PSA queue, giving direction, operating information point/centre,

se arms as stop sign to prevent the next guest from

When delivering the message:

Monitor the seating area to check for restricted actions.

Photo of the card holder

Operation of the Response Team

congestion in spectators flow in the venue

other situation that needs extra assistance

1. When a spectator claims