H.E.A.R.T.
This is what each of you are expending to use in your leadership role with our guests.
What is the HEART Method?
The day we need to verify damages were completed for the week.
What is Sunday EOD?
You just got finished with your Gradbash shift, many things occurred, there's a big shipment tomorrow, you partnered with management to discuss a game plan and you only have 15 minutes left of your shift. You update all of these notes on the communication log.
What is open communciation?
You are allotted 24 mins in the upper lot and 36 mins in the lower lot of this.
What is walk time?
A TM has a register till and is about to leave for the day. They need to do this before leaving.
What is cash out?
A guest comes to you to complain about a product issue for 10 minutes.
What is hearing them out?
The time that the next batch request needs to be sent.
What is the same day a batch is completed?
The store needs to be stocked, TMs needs to be cashed out, LP/EHS Audits are due, the schedule for tomorrow needs to be made and the Damages need to be completed. You then begin to make a list of what is most important to least important.
What is plan and prioritize?
The TM came in at 1pm and they were stuck ringing up during a big rush from 5pm-6pm. The TM took their lunch after the rush.
What is a meal penalty?
You are checking expiration dates and notice that there are many units that are expiring soon. You want to make the proper adjustments to better sell those units.
What is FIFO?
A guest is really upset because they waited 2 hours for a ride that broke down. You are asking questions and reacting to their answers.
What is to empathize with the guest?
This emailed document provides a list of SKUs in the venue and details about them.
What is the parameter report?
There's a long line to purchase unicorn slippers, you are already ringing up guests and the only other lead on duty is on lunch. You've reached out to management and asked for support.
What is teamwork and collaboration?
You are working on the schedule for the next day and notice the opening lead is in at the same time the store is supposed to open. You reach out to management regarding the time.
What is a call time change?
What is log the item as a damage in the damage log?
A guest expresses frustration due to not finding a size of an item that is no longer in stock parkwide after verifying it with other venues. You express regret and sincerity to the situation.
What is acknowledge and apologize for the situation?
This document provides a forecasted list of what's coming in the manual order.
What is the Auto Shipment Report?
You created a contest for the day to help team members be excited for the day and you also participated in the contest itself to create a health competition.
What is leading and engaging teams?
You're clocking out at 10:18pm and you are coming back to work at 8:30am the next day.
What is turnaround?
You walk into the back room and notice a mouse trap that has been activated and there is visible blood marks - you need to reach out to this team.
Who is our HAZMAT Team? (acceptable answer is EHS)
The guest's bubble wand battery is not working and they come to you with anger. You have offered them an exchange.
What is to recover the guest?
The inventory team that you communicate discrepancies with.
Who is Maria Aguilar and Lucy Parra?
You realized that we were out of headbands and you called the surrounding venues that carry the same items to have them transferred to your venue. You forgot to increase mins for said headbands and want to ensure the team has enough the day.
What is ownership and results focus?
The start of the year, The Friday Before Easter, the day before Thanksgiving and the day Santa gives gifts are these.
What are double pay days?
A TM comes to you and expressed that their till is over $3,000.
What is a mid day?