Stéphanie Madore has been managing the volunteer program for the National Bank Open presented by Rogers in Montreal for the better part of the last 15 years.
She’s in the process of assembling a team of volunteers and ball kids that is shaping up to be more than 1,500 strong in 2026.
On the heels of National Volunteer Week, she spoke to us about what makes the NBO volunteer experience such a special one and why they’re they heartbeat of the tournament as one of the main characters in the Tennis Playground.
*The following interview has been edited purely for clarity and flow purposes.
Tennis Canada: How has our volunteer program evolved since you started at Tennis Canada?
Over the years, yes, we’ve grown in terms of numbers, but we’ve also started paying closer attention to our needs; we’ve restructured our committees to better optimize our resources and ensure we don’t have a shortage of volunteers. We’re fortunate to have people who stay with us long-term, who are passionate about our event, and who form a solid core. Our volunteers specialize in various aspects of the tournament; they have developed areas of expertise that are very interesting.
Tennis Canada: Can you explain how the recruitment process works? For both volunteers and ball kids.
These are really two different processes.
For ball kids, new applicants must have been born between 2010 and 2013. The first step is to register for the tryout camp, which took place on April 18 and 19 at IGA Stadium. They learned throwing techniques, participated in game simulations, and other preparation exercises. The returning ball kids also return to participate in the camp with them. This year, we had 100 applicants for 18 available spots. Once they are selected for the team, they can automatically return every year until they turn 18.
As for volunteers, they must choose, in order of preference, four committees. We have more than twenty committees covering all aspects of the tournament: athlete services, on-site experience, and customer service. Each committee has its own committee heads, who handle recruitment and scheduling. New volunteers will be contacted by the committee heads for a phone interview to confirm their interests and availability. Typically, committees are finalized by June, and then there is committee-specific training before volunteering begins.
Tennis Canada: What distinguishes our volunteer program from other events in Montreal and other tennis tournaments around the world?
This might sound really cliché, but it’s the sense of belonging that people feel toward the tournament. They truly feel like they’re contributing to the event’s success, that they’re part of its impact, and that they’re making a real difference. They also appreciate the recognition we give them; we make them feel important. Plus, our volunteers stick around for a long time, and that makes a huge difference. It’s reassuring to see the same faces year after year; it builds trust. It becomes like a little family—we’ve formed some wonderful friendships. It’s pretty incredible.
They have insights and knowledge that even we, the tournament staff, don’t have. They’re essential and our eyes and ears on the ground.
Tennis Canada: Which aspects of the tournament do the volunteers have the most impact on?
Volunteers are present at every stage of the customer journey, even before clients arrive on-site. It is the volunteers who bring the tournament experience to life. Their presence is just as noticeable among the athletes. We welcome the world’s best players, and our volunteers ensure that the services we provide meet their needs.
Simply put, without volunteers, we wouldn’t have a tournament.
Tennis Canada: Can you tell me a few of your favourite NBO volunteer stories through the years?
I remember witnessing a marriage proposal between two volunteers!
We had a volunteer who was a huge Rafael Nadal fan, so we decided to send her out onto Centre Court dressed as Smash, our mascot, to entertain the crowd after one of his matches. She started dancing, and suddenly, Smash’s pants fell off! We’re still talking about it ten years later.
Speaking of Nadal, there was also the ball boy who got hit in the eye with a ball during one of his doubles matches on Rogers Court. When he returned to Montreal two years later, the first thing he asked for was an update on the ball boy.
There’s a very caring atmosphere within the team. It’s a true pleasure to work with them every year.
Photos by: Sarah-Jäde Champagne
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