TOURS
Where do educational rover & bus tours meet their tour guide?
BONUS 50: What if a shuttle is added with their rover/ bus tour, where does the shuttle group meet?
WHAT IS: Picnic tables and the tour guide will greet & take them over to the loading dock.
Same place
Something is NOT scanning, and you ring up another item with the same price.
Is this correct? Why?
WHAT IS: NO! Even though it's the same price since it's a different barcode in our system it will throw off our inventory and make numbers off and look like something is stolen or missing.
What do we add to the speech the last hour?
WHAT IS: Telling them that the drive thru entrance gates will close at ___ time and the rest of the park will close at _____.
What should you ALWAYS do first on your cleaning time?
WHAT IS: CLEAN RESTROOMS.
Do we have to count back the bills to the guest when giving back change?
EXTRA 50 POINTS: WHY?
WHAT IS: YES!
-So, the guest knows they got the correct change and so that you know you are giving the correct amount. Sometimes those bills stick together.
When a guest has booked a tour & RR says the waivers are done (green) and there are no notes saying the waivers are good, what do you do?
WHAT IS: Click on it to make sure all info is correct. DOB, address, name, child vs adult waiver.
When you are scanning items to check prices, what should you ALWAYS do after?
WHAT IS: DELETE ALL ITEMS. Even though you didn't finish the transaction, if you leave the check with items in it, RR still says it's sold bc it's in the cart and throws off our numbers in BOH.
What do we NOT accept for the military discount?
WHAT IS: -pictures of ID, if it is invalid or expired, DD214 discharge papers.
If it is slow during the week or weekend & you are on your cleaning hour, even though not many people have come in should you still check RR and should you go sack?
WHAT IS: You should still double check that everything is stocked and trash in dumped into big trashcan. Someone may have missed from opening. Check that the mirror and bottoms of toilets are cleaned. No, you should never sack during cleaning hour. The only time you can is when instructed by a SOD or MOD for that time only.
At the end of the day when closing RR are done but you have not been released, should y'all stand around at the corner cabinet and chit chat?
BONUS 50: give me 3 things you can do.
WHAT IS:
No. Keep busy
-check for crates
-sack
-stock
-organize
-wipe windows
Do you give guided tours their receipt if their waivers aren't in?
WHAT IS: No! Only if waivers on file are good!
When putting the mats up, what should you do first and how do you put them up?
WHAT IS: Sweep them off first and place them carpet side down.
What to do if someone REFUSES to roll their window down?
WHAT IS: Tell them they cannot issue tickets until we can verify there are no pets, so they will have to turn around.
What is one thing you should ALWAYS do morning and night when sanitizing the toilet?
WHAT IS: The bottoms. Dust builds up & pee drips down.
When you are talking with an employee (hopefully you are staying busy while doing this) & a guest comes near you, should you acknowledge them?
WHAT IS: YES!!! Customer service 101. Just say hello!!!
If someone calls or shows up to add someone or add an experience to their tour, what do you do?
WHAT IS: Get Brittany (her department) if she is not there, get Brandy or Alys. They have an account that we don't have access to. If you don't do it in that account, it will mess things up with the transaction.
When it is slow during the week or on weekends, what should you do?
WHAT IS: KEEP BUSY! I know it's boring and slow but at least make it look like you're busy and you will be fine. We hate having to tell y'all just as much as y'all hate hearing it over and over.
If someone leaves the exit gates and comes back later, what MUST they have?
WHAT IS: A signed receipt. The signature must be a supervisor or a manager, or it is not valid.
Give 5 examples of things you can do when cleaning. You CANNOT say the restrooms.
WHAT IS:
-wipe doors, checking for fingerprints
-Sweep
-Organize gs
-dust displays
-sanitize register area/ things people touch like door handles, penny press machines
If you apply the cash discount and then they change their mind and they want to use card, should you take the discount off and use that same transaction ticket or should you delete the items in the ticket and use a new transaction ticket?
BONUS 50: WHY DO WE DO THIS?
WHAT IS: Delete and use a new transaction
RR is weird and it will still have the discount applied even though you manually took it off. Brandy caught this when looking at the transactions and the numbers.
When do we provide paper waivers?
WHAT IS: It's a last resort. When we've tried to assist them with electronic and it should be approved by SOD/ MOD.
When scanning items to ring up for a guest what should you check each time you can something? Also, what should you do before running payment? (hint, go over what?)
WHAT IS: Make sure the item went to the check. Go over the check to make sure everything is rung up and accounted for.
If you're the last person on the window, what should you do before leaving the window?
WHAT IS: Lock the window, tidy up area, put radio on charger (2nd/4th window), replenish the crates if needed, & take empty guidebook boxes.
What should you always do when grabbing the cleaning caddy out of the closet?
WHAT IS:
LOCK THE DOOR. There are sometimes chemicals when the closet is fully stocked, so if a child goes in there it can be a liability. We want to prevent accidents. Also, it's good habit to do this everytime b/c you never know someone may steal the paper towels. (those paper products are expensive)
What is the story behind the mulberry mongoose jewelry in the display case?
WHAT IS: Took apart the poaching traps in Africa and made them into jewelry.