At the U.S. Open, a confused man approached Rosemary Marrugo, a U.S. Open ambassador in a blue uniform and straw hat, to ask for directions to the subway. With a smile, she pointed him the right way. For 49 weeks a year, Marrugo works as a licensed mental health counselor on Long Island; during her three weeks of vacation, she joins about 50 ambassadors who assist fans with selfies, directions, and questions about food and seating.

Some fans need a mental health worker after waiting 25 minutes for a $38 sandwich, while others just need to find a bathroom. Marrugo, a skilled tennis player herself, notes that her therapy skills help, though the jobs are different. She once helped two parents reunite with their lost son, and a man who left feeling cheerful after a five-minute talk.

Ambassadors are easy to spot in blue uniforms, yellow sneakers, and straw hats, and must apply to the United States Tennis Association, showing energy, patience, and communication skills; Marrugo is fluent in Spanish. They know every inch of the grounds in Queens, from shade spots to Manhattan routes. Wimbledon has a similar program since 1946, but uses military members.

Marrugo, in her 16th year, started as an ambassador while playing tennis for Long Island University, grew up in Oyster Bay, and was promoted to supervisor four years ago. Her role is to help and say thank you, with remarkable energy over 22 straight days.