Greeting Goldfish Guest
What’s the first thing you should do when a family walks in?
What is “Greet them with a smile and warm welcome using their name if possible”?
How many rings should go by before you answer the phone?
What is "No more than 3 rings"?
True or False: Families can check in using the tablet.
What is "True"?
True or False: Cleaning is only the opening shift’s responsibility.
What is "False"?
A teammate is overwhelmed. What’s a way to help?
What is “Offer to handle check-ins, phones, or restock for them”?
A child looks unsure. What’s one way you can build their confidence?
“Say something fun or reassuring like 'You're going to have a blast today!'”
What kind of follow-up should you do after a parent creates an account but doesn’t enroll?
What is “Call them to offer more information and help them get started”?
A child isn’t showing up on the roster. What do you do first?
What is “Double-check their account and confirm their enrollment status”?
Name one task to do during downtime.
What is “Wipe surfaces, straighten chairs, refill snacks, check bathrooms”?
True or False: Asking questions shows you care about doing things right.
What is "True"?
True or False: It’s okay to stay seated if you're really busy when families walk in
What is "False"?
What does “smiling through the phone” help achieve?
What is “It helps families feel welcomed and heard”?
What must you confirm before the next day for first-day families?
What is “That they’ve accepted policies — and follow up if they haven’t”?
You notice the viewing area trash is half full during your shift. What should you do?
What is “Empty it before it overflows to keep the area looking clean and inviting”?
Fill in the blank: “We’re not just a swim school, we’re a ___!”
What is “family” or “team” or “place for safety and fun”?
Why should you stand up to greet families, even during busy times?
What is “It creates a professional, warm first impression”?
What 2 details must you write when taking a message?
What are “Name and phone number”?
What do you say when checking in a child named Mia for swim class?
What is “Hi Mia! Are you ready for class today? Let’s get you checked in!”
What’s your first step if you spill something in the snack shack?
What is “Clean it up immediately and place a caution sign if needed”?
What should you do before ending your shift?
What is “Clean your area, complete checklist, and check out with a manager”?
A family rushes in looking flustered and says, “We’re late!” The child looks anxious. What’s your move?
What is “Calmly reassure them it’s okay, check them in quickly, and guide them to the deck with encouragement for the swimmer”?
A parent calls upset because they thought they signed up, but don’t see their child on the schedule. How should you respond?
What is “Apologize for the confusion, ask for key info (name, email), look up the account, and offer to help finish enrollment or escalate to a manager if needed”?
A grandparent is trying to check in a swimmer but doesn’t know the child’s class or name spelling. What should you do?
What is “Kindly ask for the guardian’s name or phone number on file, look up the account, and assist with check-in using clear, patient communication”?
You notice water has been tracked into the lobby from the deck. Families are starting to walk in. What’s your next step?
What is “Grab a mop and wet floor sign immediately to prevent slips and maintain a clean, safe lobby”?
A newer team member seems confused about how to process a trial. What’s a helpful, supportive response?
What is “Offer to walk them through it step-by-step, stay nearby in case they need help, and encourage them to ask questions”?