Page 5 - 2018 Seasonal Employee Manual

GUEST SERVICE
What does Guest Service mean?

Guest Service Means:
● Doing Ordinary things extraordinarily well.
● Going ABOVE and BEYOND what is expected.
● Adding value and integrity with every interaction.
● Being at your BEST with every guest.
● Treat our Guests with the same respect as you would like to be treated.
There are many tasks to be done each day. However, the most important job is to serve our Guests. Our
Guests are not to be seen as an interruption from any of the other tasks we are doing. Instead, they are seen
as being essential to the livelihood of our company. We need to look for every opportunity to interact and serve
our Guests to assure that they receive the best customer service to the best of our ability each day.

What are some Guest service techniques?

Courtesy Counts:
Courtesy words, phrases, and behaviors can contain powerful messages and show that you care.
● Words such as saying please, thank you, and you’re welcome.
● Saying excuse me and I apologize.
● Use sir and ma’am - these words show signs of respect.
● Use a person’s name when you know it. (Mr. Smith, Mrs. Smith).
● Use yes rather than yeah.
● And finally, ALWAYS say it with a smile.

Guest Complaints:
There are times when you will encounter Guests who have complaints. On these occasions, your mission is to
do your best to listen to the Guest and solve his/her problem. Understanding a Guest’s complaint does not
mean you admit fault. Treat them in a courteous and attentive manner.

Listen: LEIST:
Listen with respect: Listen
● Listen without interrupting Empathize
● Maintain eye contact Investigate
● Keep open, friendly body language Satisfy
● Keep a friendly attitude Thank

Service and Friendliness:
These are some basic guidelines for good customer service:
● Acknowledge a Guest’s presence IMMEDIATELY. If you cannot take care of them immediately,
please explain that to them that you will be with them shortly.
● Anticipate a Guest’s needs: Does the Guest need help in understanding our admission options? Do
they need directions? Does the Guest, who is playing your game, fully understand the rules? This will
show that you care about them because you’re taking the time to serve them.
● Serve our Guests promptly. Never make a Guest wait longer than necessary

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