Communication
A guest lost their phone yesterday. They ask for your help, what should you do?
Message EOAs with item description, and when it was lost. They will respond if item is found.
This information must be provided to EOAs before doors
What is the scan log
This Model is used to give effective feedback
SBI (Situation, Behavior, Impact)
A Guest asks to speak to a Manager, what should you not do
Message MOD in signal chat asking for assistance with no context.
Once the stop scan time hits, this should be communicated to base
Locker Numbers
These three areas take priority to be staffed
Escalators, Elevators, Points of Entry
This must be completed when an employee hurts themselves at work
What is an employee injury report
Drop Stanchions on Bridge
When Scanners are ready and in place
The Dark Steps in the bowl take down another Guest, these steps should be taken by you
Ask Guest if they are ok. Do they need medical attention. Request Security for a report. Help with Guest flow.
These VOMs on Terrace can be dropped with little operational impact
204/205 and 207/208
This task should be completed when a Team Member goes above and beyond for a Guest
Supervisor Coaching Form Completed
Capacity of an elevator
12 guests 1 operator
There is no place like home, a GER wants to EO 2 hours into their shift, these steps should be taken
Email ESC asking for a stop pay as the GER is choosing to leave by themselves. Did you need them still? Ask ESC to issue early departure point.
This location is a suitable place to have a coaching conversation with a Team Member
This model should be used when solving a guest situation.
LEAPS (Listen, Empathize, Ask, Provide Options, Solution) and thank
Guest Approaches you asking about their missing adult what should you do.
Empathize, learn the situation, is the adult able to care for themselves, if yes, not much we can do, if no escalate to security with description of guest, and last known location.
Begin pre-loading plaza
When Security and GS are set and Ready
Escalators