Service Recovery
A Signal 1 is _____ ?
Guest comment.
What do you do when you don't know the answer to a question a guest is asking?
Tell them, "I am unsure, but I am happy to go find the answer or get you somebody who is better suited for your needs."
Calm down
What is the 10-5 rule
10 feet within a guest - smile and make eye contact
5 feet within a guest - greet them in a friendly manner
What level worker is authorized to replace a spilled drink?
Team members (empower them to make decisions).
I should always take off my ______ and have the guests face away from the _____ when handling a signal one.
Sunglasses/Sun
What is the requirement for a child to be let in for free?
2 and under.
What is a guest most likely to do when we don't meet your expectations?
Complain
Who interacts with guests most frequently?
Leads and Team Members
Is the customer always right?
No. However they should always be treated with respect even so.
When talking to upset guests in a busy area, I should do what to try to deescalate the situation?
Isolate the guest from the crowd.
What is NRH2O's rain check policy?
Within 2 hours of closing rain checks will not be issued.
What is the guest more likely upset at rather than you?
The situation
To get a guest to want to visit again what is something the front gate should do at close?
Thank the guest for coming and wish them a safe trip home.
A guest on the phone is complaining and they are asking for a refund on unused tickets and season passes. Where should they be directed?
Refund requests should be made through info@nrh2o.com.
Most guests want to be ______.
listened to
What do you do when a guest is looking for Guest Services?
Direct them there, but if you aren't busy offer to walk them to make it easier for them.
How should you listen to a guest?
Listen to understand the problem not to just give an answer/Actively listen.
Where do the majority of the transactions in the park take place? What should we practice there?
The POS(Point of Sale). 10-5, upselling, and friendly greetings/goodbyes.
A guest is upset that the lifeguard on ___ said their child isn't 48" and cannot ride the Viper.
The parent says they should be tall enough and is upset.
What should we do?
The guest can go to guest services to be measured.
If the guest is 48", we will issue a red wristband and write 48".
Lost and found items are kept at _________. Items of value are turned into _______.
Guest Services / Cash Office
What is a Signal 8? How should you handle one?
A missing/lost child or person. Direct the guest to Guest Services and help notify Ops to keep an eye out.
What do you say to a guest that is trying to bring in outside food and says, "Last time I came they allowed me to do it."
"I apologize for the inconvenience, however, this is our policy and we do not allow outside food into the park."
What does S.M.I.L.E. stand for?
S-Stop what you're doing
M-Make eye contact
I-Initiate the conversation
L-Listen to the concern
E-Evaluate their needs
What is Bryon's middle name?
(system error)