Page 13 - Supervisor Orientation Handbook version 2

Tone of voice – When speaking to a Guest with a complaint, watch your tone of voice. Speaking in a loud,

abrasive or gruff voice tends to escalate the situation.

Problem Solving – Once you have determined what the problem is, you will need to apologize to the Guest
for the inconvenience and provide a solution. Remember – this business depends on repeat visits from our

Guests. Solving our Guest’s problems will help to ensure that they return again and again. Most customer
complaints are relatively easy to rectify. If, for example, a Guest is unhappy with the quality of food
which he/she has purchased, a Supervisor can offer replacement food or return the Guest’s money or
both if necessary. The point is if you make a sincere effort to provide the Guest with a solution, you can
usually turn him/her around. However, if you are unsure of how to solve the problem, don’t fake it!
Contact the department Manager on duty got assistance.

Frequently, our Guests complain about safety policies. In a situation where a Guest asks a Supervisor to
compromise our safety restrictions or policies, the answer is always no. We do not and will not
compromise our safety standards to please a Guest. Our safety policies are put in place to protect

our Guests and it may be necessary to explain this to them repeatedly. Ride safety height restrictions
are put in place by the ride manufacturers. Again, you will need to apologize for any inconvenience and
then calmly explain why the restrictions cannot be waived.
Always thank the Guest for bringing the problem to your attention, adding that we depend on input
from our Guests to improve our business.

RADIO COMMUNICATION CODES

CODE ADAM
 This code is for a missing child. Base will give a description of the child; such as the clothing they
are currently wearing, their name, etc. Security will also send one guard to the EXIT gate to
watch for the child. All employees with radios (Supervisors, Management) will monitor their area
for the child.

CODE KIC – “KID IN CUSTODY”
 This code is used if a child is found unattended or unaccompanied by an adult.
 Remain with the child until security arrives.
CODE RED
 A Code Red First Aid is a MAJOR FIRST AID SITUATION THAT REQUIRES AND

AMBULENCE. In the event of a Code Red, all supervisors will respond. Additionally, Security will
respond to provide crowd control. Security personnel will refrain from summoning emergency
assistance unless instructed to do so by management. In the event that you respond to a Code
Red that requires you to perform CPR, do not wait for a Manager to arrive. Contact 911 and begin
administering CPR immediately.

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