New Hampshire Information Booth at The Big E

Volunteer Conduct & Professionalism Guide

The New Hampshire Division of Travel and Tourism Development (DTTD) is the governing entity for the New Hampshire Information Booth at The Big E. Granite State Ambassadors (GSA) provides contracted management of the booth on behalf of DTTD.

All volunteers are expected to understand and follow this guide, the Volunteer Service Agreement, the orientation information at visitnh-bige.com, and instructions provided by DTTD, GSA booth management, The Big E, and the Eastern States Exposition.

Volunteer Code of Conduct

Commitment to the Visitor Experience

Volunteers are expected to create a warm, welcoming, and helpful experience for everyone visiting the New Hampshire Information Booth. Remain attentive, offer assistance proactively, and ensure that every interaction reflects positively on DTTD, GSA, and the State of New Hampshire.

The booth’s purpose is to encourage travel throughout New Hampshire. Recommendations should be helpful, accurate, inclusive, and based on each visitor’s interests rather than a volunteer’s personal preferences alone.

Representing New Hampshire

While volunteering, you represent DTTD, GSA, and New Hampshire’s tourism industry. Maintain a positive and professional demeanor throughout your shift, including when arriving at or leaving the booth while wearing your uniform or credentials.

Avoid discussing politics, religion, controversial subjects, organizational disagreements, or personal complaints with visitors. Do not criticize New Hampshire businesses, tourism partners, DTTD, GSA, The Big E, event personnel, or fellow volunteers.

Volunteers may not use their role, booth access, or conversations with visitors to promote causes, political candidates, fundraising activities, or other interests unless specifically authorized by booth management.

Following the Chain of Command

DTTD is the governing entity for the New Hampshire Information Booth. GSA is responsible for contracted day-to-day booth management, volunteer coordination, scheduling, and operational direction.

Volunteers are expected to follow instructions from booth management. Requirements established by The Big E must also be followed.

Questions, concerns, complaints, and unusual situations should be brought to booth management. Volunteers should not make operational decisions, speak on behalf of DTTD, GSA, NH Department of Agriculture (building owners), or act outside the scope of their assigned role.

Encouraging Compliance Without Enforcement

Volunteers do not police visitors or enforce rules. If the visitor becomes disruptive, or creates a safety concern, step away and notify booth management, authorized event staff, or security. Do not argue, physically intervene, pursue the person, or attempt to manage an escalating situation independently.

Professionalism with Staff and Fellow Volunteers

Treat DTTD representatives, GSA booth management, tourism partners, Big E personnel, fellow volunteers, and visitors with courtesy and respect.

Personal conversations should be brief, appropriate, and quiet enough that they do not interfere with visitor service. Avoid gossip, complaints, inside jokes, confrontational discussions, or conversations that could make others uncomfortable. Avoid having your back to guests while having conversations with fellow volunteers.

Personal relationships or disagreements must never interfere with booth operations, assigned responsibilities, or the experience of visitors and other volunteers.

Communication and Reporting

Review visitnh-bige.com before your first shift and remain informed through official GSA communications and booth updates.

Promptly report the following to booth management:

• Visitor complaints or confrontations

• Injuries, illnesses, hazards, or suspicious behavior

• Lost or missing credentials, passes, equipment, or supplies

• Damage to booth property or displays

• Media inquiries or requests for official information

• Any situation that may affect booth operations or visitor safety

Do not post internal, sensitive, or security-related information about the booth, its operations, volunteers, schedules, credentials, or incidents on social media.

Confidentiality and Media

Respect the privacy of visitors, volunteers, DTTD representatives, GSA personnel, tourism partners, and event staff. Do not share personal, sensitive, security-related, or non-public operational information without authorization.

All media inquiries and requests for official comments, interviews, photographs, or statements must be referred to booth management or authorized DTTD or Dept of Agriculture representative. Volunteers may not speak on behalf of DTTD, GSA, or the State of New Hampshire unless specifically authorized.

Visitor Experience Guidelines

Creating a Positive First Impression

Greet visitors with eye contact, a friendly tone, and an offer to help. A simple greeting such as, “Welcome to New Hampshire!" can begin the conversation.

Remain approachable and attentive. Avoid appearing distracted, sitting with your back to visitors, gathering in groups, eating in public-facing areas, or continuing personal conversations when someone approaches.

Understanding the Visitor’s Needs

Listen carefully and ask open-ended questions, such as:

• “What kinds of activities do you enjoy?”

• “When are you thinking of visiting?”

• “Are you planning a day trip or a longer stay?”

• “Will you be traveling with children, pets, or anyone with accessibility needs?”

• “Is there a particular region of New Hampshire you would like to explore?”

Use the visitor’s answers to offer relevant brochures, maps, attractions, events, and regional recommendations.

Providing Accurate and Impartial Information

Share accurate information and offer multiple options whenever possible. Do not favor a business because of a personal relationship or discourage visitors from considering a destination based only on personal preference.

Never guess. If you do not know an answer, say so confidently and seek assistance from another volunteer, booth management, the available booth resources, or an appropriate tourism partner.

Handling Challenges with Grace

If a visitor is disappointed or frustrated:

1. Remain calm and listen without interrupting.

2. Acknowledge the concern with empathy.

3. Provide accurate information or reasonable options within your role.

4. Refer the visitor to booth management when additional assistance is needed.

Do not argue, assign blame, make promises, offer compensation, or accept responsibility on behalf of DTTD, GSA, a tourism business, or the Eastern States Exposition.

Booth Volunteer Guidelines

Uniform and Identification

Arrive wearing clean, neat, and appropriate clothing for representing New Hampshire in a public-facing tourism setting and the weather.

Wear credentials or provided NH Informatin Booth badges. Credentials may not be shared, transferred, duplicated, or used for unauthorized access.

Attendance and Shift Responsibilities

Arrive on time, check in as directed, and remain for your full scheduled shift. Do not leave the booth or your assigned area without notifying booth management and confirming that coverage is available. Take breaks as needed or as directed. Be aware of timing and coverage. If you are delayed or unable to serve, contact booth management promptly using the established procedure.

Staying Focused

Personal phone use should be limited to emergencies, necessary personal matters, or booth-related needs and should not interfere with visitor service.

Reading, games, earbuds, extended personal conversations, and other distracting activities are not appropriate while serving in a public-facing role.

Booth Appearance and Materials

Help keep the booth professional, organized, and visitor-ready. Volunteers may be asked to:

• Restock the counter and straighten brochures

• Keep counters and displays neat

• Notify management of damaged or unauthorized materials

Only materials approved by DTTD and booth management may be displayed or distributed. Do not accept or add brochures, business cards, flyers, giveaways, or promotional materials without approval.

Food, Beverages, and Personal Belongings

Follow current booth procedures regarding food, beverages, coats, bags, and personal belongings. Keep personal items out of public view and avoid eating in visitor-facing areas.

Volunteers are responsible for their personal belongings. DTTD, GSA, and the Eastern States Exposition cannot guarantee the security of personal property. You will be provided with space in our closed storage area within our booth.

Professionalism at All Times

Communication Etiquette

Speak clearly, politely, and at an appropriate volume. Use positive, visitor-focused language and avoid slang, sarcasm, personal opinions, or jokes that could be misunderstood.

Be mindful that conversations in and around the booth may be overheard by visitors, tourism partners, event personnel, or the public.

Boundaries and Personal Conduct

Maintain appropriate personal and professional boundaries. Do not engage in behavior that could reasonably be considered intimidating, discriminatory, harassing, intrusive, or unwelcome.

Volunteers must not report for duty while impaired by alcohol, cannabis, illegal drugs, or any substance that affects their ability to serve safely and professionally.

Conflict Resolution and Emergency Procedures

Complaints and Difficult Situations

Remain calm, listen first, and request assistance when a situation is beyond the scope of your role. Contact booth management when a visitor becomes angry, refuses to follow directions, makes threats, or causes a disruption.

For immediate security concerns, notify authorized booth manager so they can alert Big E personnel or security. Maintain a safe distance and do not attempt to physically intervene.

Medical Emergencies and Safety Concerns

Follow the emergency procedures provided during orientation and instructions from GSA booth management, DTTD, or the Eastern States Exposition.

In an emergency:

• Seek appropriate assistance immediately.

• Alert booth management as soon as it is safe to do so.

• Do not provide medical assistance. Call for EMTs. Phone number is posted in booth. They are stationed just up the lane at the fire station.

• Keep visitors away from hazards when it can be done safely. For example, if there is a spill, put a stool over it until you can alert building staff to clean.

• Do not make statements about fault, responsibility, or liability.

• Cooperate with authorized emergency and event personnel.

If an evacuation or shelter-in-place order is issued, follow booth orientation instructions and assist visitors calmly without placing yourself at additional risk.

Final Thought

Every volunteer at the New Hampshire Information Booth contributes to how visitors experience and remember New Hampshire. Professionalism, kindness, reliability, teamwork, and a genuine desire to help allow us to represent the Granite State at its very best.