LEAGUE HOSPITALITY, CATERING & CONCESSIONS

i. Unless otherwise stated, the provision of hospitality & catering stated herein is the
responsibility of the Home Club.

ii. 20 % of all category tickets to be provided by the Club to the League.

iii. The league has sent clubs their requirement for hospitality tickets and that is the final
number unless updated by the League.

iv. The League has the first right to choose the location of these seats.

v. The League will send each club their requirement of hospitality which will include
League Owners, Central Sponsors, and AIFF.

vi. The League hospitality team will oversee hospitality for the League guests and advise
the Clubs on their hospitality preparations if required. Security and access to the
hospitality areas to be provided by the Clubs but the process to be confirmed 2 weeks
before the first game at each venue.

vi The League will brand and dress up the areas earmarked for the central hospitality
unless, this will be done on a stadium by stadium basis, plans for the same will be
shared by the 3rd of Oct.

vii. Home Clubs must appoint a reputed catering agency to provide all hospitality
catering.
viii. Home Clubs to provide, free of charge, catering for the following on Match Day -2, -
1 and match day plus practice days:
a) Home Club and Away Club Players and Officials;
b) Match Officials
c) Police/security;
d) League Staff
e) Ball boys/girls;
f) all key Stadium staff (Ground staff, housekeeping, etc);
g) all Accredited media
h) in-Stadium medical teams
i) any other vendors or agencies employed for the Match.
j) League Owners
k) Central Sponsors
l) Away Team hospitality to be arranged by the home team and
the same standard of hospitality must be extended by all teams
for away teams, this should be a reciprocal understanding
between the Clubs
ix. The TV production Crew (and their security) shall pay for its own catering but the
Home Club shall provide the option of in-house catering (which shall be paid for by
the TV production company).

x. Catering guidelines for Hospitality (all of which the Home Club shall provide,
procure and pay for, unless otherwise stated herein):

a) Food menus

1. Hospitality catering shall be of the highest possible standards, with a

variety of national and international dishes in both vegetarian and
non-vegetarian options. It may take the form of buffets, live cooking
stations, sit down meals and/or smaller snacks/finger food. For
example:
a. pass around snacks and/or finger food; which will also include smart hawkers
with trays for seating outside the lounge
b. buffet stations serving a variety of national/international cuisine, such as Indian,
European, Chinese, Japanese and a dessert corner; and
c. live cooking stations with a variety of options wherever possible.
2. All food and beverages, especially finger foods, should be available
from when the Stadium gates first open to the end of the Match.
3. Boxed food should be included only when absolutely necessary.
4. Wherever possible, menu tastings/approvals shall take place three (3)
weeks prior (and no later than 1 week prior) to first match and shall
be carried out with the Home Club hospitality manager in attendance.
5. Wherever possible, all linen and crockery should be of the highest
quality with no stains or damage on the same
6. All menus for League owners and central sponsors to be approved by
the League 1 week prior to the start of the League

b) Beverages

1. Guests should have the option of chilled and room temperature

drinks when they arrive.
2. Beverages must not run out. Home Clubs to ensure that drinks
providers have plenty of back up stock (stored securely).
3. Cups/glasses should be in plentiful supply.
4. Ice should be available at all times.
5. Clear signage should be in place if there are any restrictions on
guests taking drinks into outside areas.
6. The following minimum quantities per person are advised (C) to (E)
only if alcohol is being served and the appropriate licenses have been
obtained):
a. 2 litres of water (to be served in 250ml bottles);
b. 1 litre of soft drink (with a range of choices);
c. Half a bottle of wine (2:1 ratio of white to red);
d. 2 shots of hard liquor; and
e. 4 small bottles of beer.

c) Hostess and waiting staff - The League will deploy their own
hostesses
1. The provision of good quality, friendly and knowledgeable staff is
fundamental to providing successful hospitality.
 2. Clean, matching uniforms for easy identification and smart
presentation are essential. Please note that working days are likely to
be long and the temperatures in November will be low, therefore
uniforms should be comfortable and practical.
3. Staff should be able to converse with guests in English, Hindi and
local dialects.
4. Staff should have clear knowledge of all hospitality areas and
procedures, access routes and toilet facilities. If possible they should
also have an understanding of each Match, who is playing, how many
more Matches there are at each Stadium, winners/losers of previous
Matches at the Stadium etc.
5. One (1) waiter per 25 guests (to serve food and beverage) is
recommended.
6. One (1) hostess per 50 guests (to meet and greet and ensure optimum
guest experience) is recommended.
7. Good personal hygiene is essential for all staff.

d) Kitchens
1. All caterers shall understand and be able to operate the facilities that
are available at the Stadium and comply with any regulations in place
for onsite cooking. It may be necessary to source external catering
facilities, i.e. in some cases portable kitchens/ovens/fridges/storage
will need to be brought into the Stadium. Any special equipment and
kitchen locations should be given prior approval by the Stadium
owner.
2. All caterers should also understand any security procedures that may
be in place on Match days (which could, in particular, affect any
delivery of fresh food products).
3. Kitchens must be hygienic and well-ventilated with separate areas for
preparation of different categories of food.
4. Adequate clean water supply for cooking and washing purposes
should be available.
5. All kitchen staff should be trained in all recognised food and personal
hygiene standards.

e) Pre/Post Match lunches and dinners

1. Clubs may wish to arrange:

a. additional sit down lunches/dinners and buffets to be held the day before the
Match at an extra cost to ticket buyers, these would have to be off-site as such
events would interfere with preparations in place for Match day catering; or
b. sit down meals/buffets on Match days, either one/two hours prior to the start of
the Match or several hours afterwards (on or off-site).
2. The additional activities stated above allow the opportunity for guests
and Player interaction, and could be supplemented with question and
answer sessions and special appearances by celebrities.

xi. The clubs to look into the option of using the catering services of the official hotel at
the venues if permitted by the stadiums to ensure 5 star catering

a) Hospitality is potentially a significant source of revenue for Clubs.

b) Hospitality is not just about the best seat or food and beverage.
c) All aspects need to be taken into consideration in the planning and
implementation of the hospitality package.
 d) Getting hospitality right is very important for sponsors and
purchasers of corporate hospitality packages.
e) Hospitality is not about maximising the quantity of seating in an
area but about ensuring the best possible experience for each guest.
f) The following guidelines have been set out to help Clubs identify
each aspect of a hospitality programme and to help an enjoyable
experience for guests.
g) The League hospitality team shall be available, should Clubs wish to
seek further advice.

xii. Hospitality Areas

a) The provision of a quality hospitality area with premium seats and a
comfortable lounge/dining area from which the guest can
comfortably watch the Match is the cornerstone of the hospitality
experience.

b) Suggested hospitality areas:

(i) individual boxes which can be used for corporations/private clients; and
(ii) large, open plan areas which can be used for sponsors/invited guests.

(iii) The above may include:

(A) lounge and/or dining areas; and
(B) bar areas.

xiii. Seating

(i) Seating areas should be attractive and welcoming. – Seat covers for League
seats + owners seating

(ii) Guests often like to have seating outside to enjoy the maximum Stadium
experience but where possible these should be shaded areas and there should
be provision to retreat to a cooler air-conditioned area.

(iii) All seats should have an unimpeded view of the pitch.

(iv) Seats should be comfortable and with cushions (where possible).

xiv. Lounge
If space permits, air conditioned lounges are advised to allow guests to retire to and
relax/meet friends. Lounges may be set up to include:

1. comfortable sofas;
2. snacks and refreshments available from a supervised bar from arrival
to the after the Match;
3. internet access where possible;
4. TV Screens showing the Match; and
5. extra facilities such as gaming zones, foot spas, massage chairs.

xv. Stadium Access

Guest arrival at the Stadium, movement between zones and departure from the
Stadium should be made as effortless as possible, without impacting on security
procedures.
 xvi. Entry and Access

(i) Where possible, separate and secure Stadium entrances should be exclusively
available for hospitality and VIP guests. These entrances should be
impressively decorated and easy to identify, with tight security at all times.
(ii) Provisions for the disabled should be made available, where possible.
(iii) Emergency/fire exits to be available at all necessary points (and clearly sign
posted).
(iv) Security should be in place to ensure that hospitality areas/seats are not
occupied by non-hospitality guests. These areas should be
roped/cordoned/screened off, where possible.
(v) Where possible, it is advisable to implement, at each hospitality entrance to
ensure that tickets cannot be passed to non-guests or reused, procedures such
as:
(A) marking tickets; and
(B) All hospitality areas to be colour coded and the Home club to provide
wrist bands for guests on arrival when a hospitality ticket is shown.

xvii. Car Parking (drop off/self-driven valet/self-driven parking)

(i) Car parking should be made available for hospitality guests.

(ii) VIP drop off points should be created as close to hospitality entrances as
possible.
(iii) Parking passes should not exceed the amount of available car parking spaces.
(iv) Spaces and access for emergency vehicles must never be compromised.
(v) A park and ride system should be considered if there is a shortage of
available parking at the Stadium.

xviii. Signage

(i) Good, clear signage is essential to ensure that guests can navigate around the
Stadium.
(ii) Notable areas for signage include:
(iii) car parks;
(iv) seats;
(v) catering areas;
(vi) toilets;
(vii) fire Exits; and
(viii) guest entrances and exits, paying particular attention to the VVIP areas.
(ix) Signage should meet the League’s Sponsorship Guidelines and any other
branding guidelines provided by the League from time to time.

xix. Information

Providing guests with Match and Stadium information prior to his or her visit is
advisable. Signage, hospitality entry badges/tickets and ticket wallets look smart and
professional and add to the overall experience for the guest. Ticket wallets are useful
for distributing tickets but can also be printed with key information e.g.:

(i) Stadium name/location/map;

(ii) gate opening times;
(iii) Match times;
(iv) car parking information and/or pick up and drop off areas; and
(v) key terms and conditions of entry.
 xx. Temperature control

(i) Temperature of hospitality areas should be regulated so that it is pleasant for

guests.
(ii) Air con systems/fans should be switched on and working effectively well in
advance of the Match to ensure comfortable room temperature prior to the
guests’ arrival.
(iii) Avoid exceeding room capacity to ensure air conditioning systems are able to
work effectively.
(iv) Ensure that there are adequate retiring areas should guests desire shelter from
rain or intense sun.

xxi. Housekeeping

Housekeeping is essential to keeping hospitality areas clean and functional.

Guidelines:

(i) At least 1 cleaner per 50 guests.

(ii) Where possible, housekeeping team to have base stations so they are easily
located by hospitality staff.
(iii) Housekeeping staff to be trained by their company/management to the
highest hygiene standards and to maintain the highest standards of personal
hygiene.
(iv) All housekeeping staff to wear clean uniforms.
(v) Good quality cleaning products to be used and in plentiful supply, to include:
(A) mop and bucket;
(B) floor detergent;
(C) dustpan and brush;
(D) broom ;
(E) table surface cleaner and cloth;
(F) window cleaner;
(G) air freshener;
(H) disposal bins; and
(I) toilet bleach.

(vi) Rubbish should not be found on the floor or tables or be visible anywhere to
guests.
(vii) Viewing windows/glass to be immaculate at all times.
(viii) Entrance stair wells to be clear of debris/rubbish and liquid at all times to
avoid injury and to facilitate rapid evacuation in emergency.
(ix) Cleaners to be based in each hospitality area at all times during the Match
and at least 2 hours before guest arrival.
(x) Cleaners to do a walk-round of the Stadium with hospitality staff 2 hours
prior tot opening any areas to guests.
(xi) Housekeeping management to be available on Walkie-Talkies at all times.
(xii) Equipment and materials to be stored safely and out of sight from guests.
(xiii) Toilet checklist/roster to be provided in all toilet areas. Housekeeping staff
should be given a place to wait out of sight when they are not actively
required. If they are visible to guests they should be working at all times.
(xiv) It is important to ensure that housekeeping have enough time to clean
hospitality areas properly.

xxii. Washroom Facilities

 (i) Bathroom facilities are an important part of a guest’s experience, particularly
for female guests. It is important to maintain high standards at all times.
(ii) At least 1 toilet per 50 guests.
(iii) Toilets to be kept immaculately clean at all times with a good plumbing
system.
(iv) Toilet facilities to be constantly checked and stocked.
(v) Toilets should be open from before the gates open until the guests have left.
(vi) If the attendant has personal belongings such as a handbag or clothes, they
need to be kept out of sight from guests at all times.
(vii) The attendant should be present in the washroom facilities at least 1 hour
before guest arrival and at all times throughout the Match. Each attendant
should be responsible for regular stock checks. Stocks to include:
(viii) toilet roll;
(ix) soap (in a dispenser);
(x) hand cream;
(xi) women’s personal hygiene products;
(xii) air freshener;
(xiii) lined rubbish bins;
(xiv) hand towels (cotton in VVIP);
(xv) towel bins;
(xvi) dryers; and
(xvii) seat for attendant (to avoid them sitting on the floor).

xxiii. Maintenance

(i) A maintenance team must be on call to deal with any technical, plumbing or
electrical problems. Maintenance teams should be on call before Match day
and during all Matches.
(ii) A maintenance manager shall be appointed and should be contactable via
Walkie-Talkie at all times (at least 3 hrs before Match and at all times
during).
(iii) Maintenance team shall be in uniform for easy identification.
(iv) A thorough maintenance check shall be made by the maintenance team and
hospitality manager at least a week before the first Match to ensure that there
is time for repairs, replacement and upgrades to all facilities in time for the
start of the ISL.
(v) The day before and day of the Match all of the following must be switched on
and checked:
(vi) fridges;
(vii) washroom facilities;
(viii) lights; and
(ix) air conditioners.
(x) A check of all areas shall be made to ensure that no obstacles or trip hazards
(e.g. wiring) have been created by the placement of temporary facilities.
(xi) The maintenance team shall have base stations (to be easily located by
hospitality staff etc).
(xii) It is mandatory for all areas to have fire extinguishers.

xxiv. Security

(i) The provision of security to oversee hospitality areas is important in ensuring

that only genuine guests can access these areas. Security checks in all
hospitality areas should be thorough but carried out in a courteous and polite
manner.
 (ii) Security must be extremely tight on all hospitality entrances. There should be
a hostess table and staff at the entrance to check tickets.
(iii) Security guards should be of sufficient status to resist harassment at entry
points.
(iv) At least 2 members of security should be present at each hospitality unit
(approximately 2 members of security per 50 guests).
(v) Hospitality dining areas and seating areas should be closely monitored and
cordoned off accordingly to ensure exclusivity of the hospitality area.
(vi) The head of hospitality security operations should always be on hand to deal
with any difficult or challenging security situations.
(vii) Consider a plan for violated protocol, e.g. guests trying to enter repeatedly
with no ticket, unruly behaviour in hospitality areas etc.

xxv. Medical Facilities

All Clubs and Stadiums shall be issued with medical guidelines and there should be
provision at all Stadiums for first aid and medical staff for all attendees. A
comprehensive first aid box must be available for minor injuries. In addition an
emergency contact list should be available and all staff should either have a copy or
know where to locate one.

xxvi. General guidelines for Player meals:

(i) Each club will have different catering requirements for match and practice days
so please speak with the CLO while traveling for away games to ensure the
requirements are met satisfactorily
(ii) Given the mix of Indian & International players the menu depending on the teams
dietician may have to be a mix of Indian and International dishes
(iii) Away Clubs shall provide the Home Clubs with any specific dietary requests at
least three days prior to the date of the Match.
(iv) All meals to be prepared with very low oil (preferably olive oil), no butter or
ghee.
(v) All pasta sauces should be tomato based, with no cream.
(vi) Sandwiches – no mayonnaise and minimal butter.
(vii) No items to be deep fried.
(viii) No butter or oil on roti and naan.
(ix) All gravies and pasta sauces to be provided separately to the dishes.
(x) Soups to be prepared without cream.
(xi) All smoothies and shakes to be made with low fat milk.
(xii) No beef or lamb dishes.
(xiii) All chicken and meat dishes to be halal.
(xiv) Provide fish, if possible.
(xv) Food must be delivered to the Stadium in good time so that any dishes that are
meant to be served hot have time to be heated up properly – Teams should not be
given partially re-heated food for health reasons (please keep note of lock down
periods and competitions area restrictions)

xxvii. Detailed guidelines for Player meals on match day & practice days (stadium and
practice venues):

A menu materially similar to the following menu should be provided by the Home
Clubs on all match days & practice days and should be available for both the Home
and Away Clubs at the Stadium or other official practice locations 30 minutes before
 the Teams are due to arrive. The same menu will apply for both a morning and an
afternoon practice:

(i) muesli bars/ energy bars;

(ii) wide selection of fresh cut and whole fruit (always including bananas);
(iii) fruit smoothies (assorted);
(iv) shakes (chocolate/vanilla);
(v) biscuits;
(vi) hard boiled eggs;
(vii) low fat muffins;
(viii) carrot;
(ix) bran;
(x) sandwiches, including vegetarian (cheese and tomato, cucumber and
chutney) and non-vegetarian ( tuna, chicken, egg); and
(xi) beverages (water, energy drinks, soft drinks, juices – orange and one other,
tea, coffee, green tea).
(xii) All clubs should organise “buffets” rather than specific menus. The players
are then able to choose what they like and eat as much as they need to.
(xiii) In general every “buffet” is the same and you can find the following from
which they can choose (at the hotel prior to the game):
i. Fish (very often salmon)
ii. Meat (preferably poultry as it contains less fat)
iii. A pasta dish

(xiv) Then the basic sides are rice and vegetables.

(xv) Note that players usually avoid sauces except for in pastas but event then it
should be served on the side
(xvi) For dessert, it is most commonly a selection of fruits (bananas are great as
they are well protected) and yogurts.

This would be the standard buffet for training days and match days.

On match days when the game is in the evening, they would usually have the above for lunch and
then eat again 3h before the game what they call “collation” which is very similar to what you would
find for a continental breakfast: bread, croissant, yogurt, fruit, jam. Again this would take the form of
a buffet and the players would choose what they like and eat what they need.

After the match, depending on what the manager planned (there might be a recovery session on the
pitch straight after) it is good to have food in the dressing room till the teams leaves the stadium

The main concern would be food poisoning. Overseas players will not be used to Indian food and may
not be aware of the risks therefore the club will have a big part to play in educating them on the risks
and precautions to take.
Concession Stalls

i. Summary
a) The provision of concessions is the responsibility of the Home Club. Home
Clubs shall refer to and abide by the guidelines set out in this Section.
b) Home Clubs and the League VS shall agree access routes for delivery and
other relevant delivery policies. At some Stadiums, Police may not allow
delivery on Match days and therefore prior deliveries may be required.
c) The League requires a consistent and high quality food, beverage and retail
experience for all spectators.

ii. Food Choice

The Home Club shall:

a) ensure that the Stadium concessions offer a good selection of international,
national and local / regional vendors providing an optimal mix of both hot
and cold food and beverage options; and
b) consult with the League and other relevant authorities to ensure that any local
pricing rules are adhered to. It is important that concessions do not charge
excessively and that pricing structures are considered fair and reasonable.
Clear, visible and consistent, pricing lists should be on display at each
concession outlet.

iii. Planning/Location

a) Home Clubs shall ensure that planning meetings are conducted together with
the League VS in advance of the ISL to identify the number and location of
concession areas, storage areas, access routes and power sources, and shall
then mark such areas out on any Stadium maps.

b) Home Clubs shall work closely with the League to ensure that all existing
concession structures and facilities are made available and correctly utilized.
Where there are no existing or insufficient structures/facilities, the Home
Club shall consult with the Stadium to establish the exact locations where any
temporary structures and facilities may be erected. All ingresses, egresses,
flows and emergency exits must be carefully considered before locations are
finalised.

c) Clubs should note that using hawkers to sell concessions food and beverages
in the stands is a popular way to serve the public demand. Hawkers should
have a clear pricing structure which should be visible to the spectator, either
in the form of a card or printed on the t-shirts/uniform that the hawkers are
wearing. Any hawker menu must be easy and clean to eat. Home Clubs must
obtain Stadium Police/security permissions before operating a hawker
system.

d) When planning concession areas, Home Clubs may consider installing large
screens/televisions showing the live Match telecast near such concessions.
This is a good way of ensuring that the public will not have to worry about
missing any of the Match action and will avoid particular surges immediately
before the start of the Match and at half time. The location of these screens
should take into consideration all ingresses, egresses, flows and emergency
exits. There should be no sponsorship or other commercial exploitation by
any Club or the concessionaire on or around such large screens.
iv. Power costs for the same will be paid for, and facilitated by the Home Club):

a) All Police guidance, official guidance, electricity board guidance and

Stadium Guidelines regarding power requirements should be respected and
adhered to. All planning for power requirements must be made in careful
consultation with the Stadium owner.

b) Power supplies can either be taken from the local power or individual
generator sets. It is essential that and head electrician at the Stadium is
consulted so that all necessary power supplies can be provided safely to all
the designated areas. The power supply should be tested 1 week prior to the
first match at every venue to ensure power surges do not cause the system to
trip or fail. A stadium electrician should be consulted before testing any
power points across the stadium

c) Should generators be required, the location of these should take into

consideration all ingresses, egresses, flows and emergency exists.

v. Permissions/Regulations

a) Each Home Club shall:

1. ensure that any necessary Police permissions and/or licenses are
obtained;
2. ensure that its concessionaires respect and rigidly adhere to any
Stadium Guidelines relating to the use of gas or any other type of
naked flame cooking or food heating (fire extinguishers should be
located at each cooking area);
3. implement and/or procure the implementation of rigorous and
consistent health and safety practices with regard to all aspects of
concessions operations; and
4. pay due attention to and consideration of Police and Stadium
lockdown rules that apply to stocks and deliveries in to the Stadium.
It is important to note that this may restrict the type of fresh or frozen
products that can be made available for sale.
vi. Branding

a) Home Clubs shall pay close attention to the appearance and presentation of
each concessions outlet so as to ensure that it is in keeping with a world class
sporting event. Branding should be of a high standard and in good taste and
should comply with the Sponsorship Guidelines. Clear and easy to read
signage should also be present throughout the Stadium to ensure the public
are aware of what is on offer and where it can be found. Menus and rate cards
to be clearly and prominently displayed with English, Hindi and any local
dialect.

b) Home Clubs shall pay close attention to the appearance of concession staff.
Where appropriate, for commercial vendors, they should be in clean and
matching uniforms which should comply with the Sponsorship Guidelines.

c) There should be no commercial exploitation of any of the concession areas.

The only brands being exhibited should be those of the products for sale (and
such shall comply with any relevant Sponsorship Guidelines and shall not
 conflict with the rights of any Central Rights Holders and/or other League or
Club sponsors).

vii. Housekeeping

a) Food hygiene should be maintained at all times and the Home Clubs shall
procure the compliance of all its concessionaires to such standards. Care
should be taken with food and beverage supplies at all times – when being
stored and delivered, whilst being prepared and when being served to the
public. Consistent and high quality packaging should be required of all
concessionaires.

b) Housekeeping and waste management are an essential component of the

concessions operation. It is important that all areas around the sales points
are kept clean and tidy to allow clear and easy access for the public.
Cleaners should be on hand to ensure that any rubbish or spillages are dealt
with immediately. It is vital for sanitary, aesthetic and overall fan experience
reasons that rubbish or spillages are dealt with promptly and efficiently both
during and after each Match.

c) Each Home Club’s designated concessions and food court areas, storage and
waste-related spaces shall be returned to the Stadium owner in the condition
in which they were received within 3 days of the last Match played at that
Stadium (or in accordance with any other time agreed with the Stadium
owner).