All About The Arcade
What are tasks that you can do in downtime?
Make ticket bows, clean around your station, work on the cleaning list
When should you offer our guest the next best deal?
Almost always.
Who is the District Manager for our location?
Wes Payne
What types of guests do we have?
Vacationing guests, local guests, special occasion/convention guests
What is the 10/5 rule?
When a guest is 10 feet away make eye contact with them and smile, when a guest is 5 feet away you should greet them.
What is our vision statement?
Our Vision is to bring families and friends together through the universal language of fun. Our success is measured in smiles.
How do you find our what deal would best suit your guest?
Ask them questions
Who is the Head Tech. Manager?
Jake Millhouse
What is the definition of hospitality?
The friendly and generous reception and entertainment of guests, visitors, or strangers.
What are our four keys points?
Intention, Connection, Engagement, and Surprise and Delight
What is management's open door policy?
You can speak with management about anything going on.
What packages do you earn commission on?
Pick 6 Family, Pick 6 Special, Big Game Adventure Power Up, Summer Savings Bundle, Summer Savings Power Up, Family Safari
Who is the Merch Manager?
Mandee Metcalf
What's the difference between customer service and hospitality?
Customer service is expected and transactional. People first hospitality is personal and more inviting.
What would you consider unapproachable body language? Give 3 examples.
Leaning on the counter
Back turned towards guests
Hands in your pocket
On your phone
Why is it so important to keep the arcade clean?
To create a safe and welcoming environment for our guests and ourselves.
What are our upselling requirements?
You must be knowledgeable about all of our products and know how to properly sell them.
35% of your sales ($10 vs $15, $25 vs $35, $100 vs $120) must be an upsell.
What are the names of the 3 managers of the arcade?
Logan Schell, Cortney Vaughn, Brandon Calvert
What are some examples of bad service?
-Making the guest feel disappointed, unwelcomed, uncomfortable, upset, or angry.
-Ignoring our guests.
-Doing our job incorrectly
What should we do if you encounter a hostile guest?
Stay as calm and professional as you can. Get a supervisor for help
What does REACH stand for?
Respect Always
Excellence Always
Ambition Always
Consideration Always
Honesty Always
Give 3 examples of questions you should ask your guest to find their best deal.
-“Do you know how this all works?”
-“Is this your first time visiting us?”
-“How long were you planning to play in the arcade?”
-“How long is your stay?”
-Are you interested in attractions or just the arcade games?”
-“Which rides and attractions were you interested in?”
-“Is there a product or package that you were interested in?”
-“How many people in your group?”
Who are the Supervisors?
AM: Aden, Ralph
PM: Kim, Ralph, Mohamad
How can we best serve our guests?
By being attentive, kind, helpful, invested, approachable, friendly, and welcoming.
What are some ways you can best connect with our guests? Give 3 examples.
- Ask open-ended questions
- Make conversation
- Use your name while interacting with them
- Find out if they're celebrating a special occasion
- Create a wow moment