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2014 Summer Season

2014 Summer Season. Wizard Wants to Know Guest Service Excellence Guidelines Child Interaction Performance Development Plan Important Summer Activities. Wizard Wants to Know. What? Our annual employee survey When? July 7 th through July 27 th Why? To get your opinions!

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2014 Summer Season

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  1. 2014 Summer Season • Wizard Wants to Know • Guest Service Excellence Guidelines • Child Interaction • Performance Development Plan • Important Summer Activities

  2. Wizard Wants to Know What? Our annual employee survey When? July 7th through July 27th Why? To get your opinions! How? On the internet, via PIN # supplied by a Lead

  3. Wizard Wants to Know • Important Details: • Who is my “line manager / supervisor”? • What are “rewards”? • What are “benefits”? • What is Merlin? • What are “visitor attractions”?

  4. Wizard Wants to Know You said: I would enjoy having more department 'get to know you' type functions. I would like to get to know my fellow MCs; however, I am a mother and cannot do functions in the middle of the night like the younger group of MCs that work here.' We did: • Minigolf at Castle Hill in October’2013 • Summer kick off picnic at Alga Norte Park in June’2014

  5. Wizard Wants to Know You said: Have an Information booth that they could go to before the get in the turnstiles • Staffed Tike Hike greeter as a trial during Spring Break’2014 • Continued staffing Guest Services queue director during busy periods

  6. Wizard Wants to Know You said: Would like to know about other department openings. We did: • Posted LLC job openings on Chatter in 2013 • Posted LLC job openings on new break room monitor in 2014

  7. Wizard Wants to Know You said: Training needs to be more effective. I believe if we can get accurate SOPs and Competencies then training would be in tip top shape. We also need to have our trainers in tip top shape so that our new MCs can grasp all concepts of the park, yet have fun and create memorable experiences for children and our park guests. We did: • 2014 SOPs and competencies were revised by January 2014 • OJTs attended Admissions “Train the Trainer” course in Spring’2014 • OJTS attended HR “Train the Trainer” course in Spring’2014 • Department Orientation had Child Interaction section included in June’2014

  8. Wizard Wants to Know You said: More training when it comes to ticket window at the water park specially refunds and membership upgrades. thanks. We did: • Increased training time at Ticket Booths from 6 hours to 10 hours • Revised Water Park Ticket Window SOP and Competency • Created permanent full time Water Park Lead position to oversee Water Park training • Created permanent full time Admissions Coordinator position to oversee department training and paperwork.

  9. Wizard Wants to Know You said: Computer equipment (some dinosaurs still exist), We did: • Cash office desktops replaced in June’2014 • All Dell Point of Sales replaced by brand new Odysse tills in May’2014

  10. Wizard Wants to Know You said: Being more informed about rules of the park when first starting the job, such as being provided with a packet of park information so that way new employees can better answer guests questions that are commonly asked.' We did: • Starter packet provided to all new MCs in Department Orientation

  11. Wizard Wants to Know You said: Iwould change the outfits because they are very outdated, they should be more current We did: • Cabana Hosts received new uniforms for 2014 season

  12. The Merlin Way We love what we do We care We are innovative and fast moving We do what we say We make every £,$,€...count We take ownership …and we make it fun

  13. Guest Service Excellence

  14. Guest Service Excellence Think “LAST” first Listen Acknowledge/Apologize Solve Thank

  15. Child Interaction Who’s the boss???

  16. Child Interaction • Remember what guests expect: Focus on the children! • Turnstiles • High fives • Birthday & 1st Time buttons • Minifigure trading • Greet each child first before adults • Tolls • Wave hi and bye • Toll Piece games • Parking Lot • Wave hi • Greet kids first • Minifigure trading • Ticket Booths • Greet kids • Mention Minifigure trading

  17. Child Interaction • Remember what guests expect: Focus on the children! • North Gate • High fives • Birthday & 1st Time buttons • Minifigure trading • Greet each child first before adults • Membership • Word search • Give pass to kids directly • Buttons • Guest Services • Greet kids • Buttons • Provide child-centric guidance on maps • Cabanas • Minifigure trading • Know the cabana CHIMA character • Greet kids

  18. Child Interaction • Any MCs who receive a guest comment related to child interaction will get both Hero Dinero and an extra prize! • LEGOLAND is a “country for kids” and we are all its Model Citizens. It is up to us to deliver memorable experiences for every child at LEGOLAND!

  19. PDPs Admissions MC – PT/FT

  20. PDPs Guest Services MC – PT/FT

  21. PDPs Admissions MC – Seasonal

  22. Summer Activities WWTK - July 7th through July 27th Hero Dinero Raffle – July 25th and August TBD GSE Card Incentive – ongoing through year Cash Handling Incentive – through Summer Cabana Host Incentive – through Summer Throughput Incentive – last two weeks of August Round Table – Early August LEGOLAND Summer Picnic – September TBD

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