Page 6 - 2018 Seasonal Employee Manual

Courtesy and attitude is everyone’s responsibility. Our Guests are the First, Last, and the ONLY reason that
Cliff’s Amusement Park is here. We must take excellent care of our Guests while they are here so that they will
continue to visit us. If you do not know an answer to a Guest’s question, ask for assistance. The easiest way to
remember what to do is ask the question: “How would I like to be treated?”.

Here are some tools you’ll be trained with to help achieve GREAT Customer Service:

The FISH! Philosophy helps you provide the best customer service by focusing on their needs and having fun
in a way that enhances their experience and helping create good memories to last them a lifetime.
● BE THERE - “Be emotionally present for Guests. It is a powerful message of respect that improves
communication and strengthens relationships.”
● PLAY - “Tap into your natural way of being creative, enthusiastic and having fun at work. Play is the
spirit that drives good customer service as well as, good relationships with Guests and fellow co-
workers.”
● MAKE THEIR DAY - “Find simple ways to serve our Guests in a meaningful and memorable way. It is
about ensuring that our Guests are having fun and enjoying their visit.”
● CHOOSE YOUR ATTITUDE - “Take responsibility for how you respond to what life throws at you as
well as, to the Guests. Your choices and tone affects others. One must ask themselves: “Is my attitude
helping my team or our Guests? Is it helping me to be the person I want to be?’”
The Guests will also expect you to:
● LOOK AT THEM - Eye contact with the Guests may be difficult for some at first, but once you have it
down, it's easy!
● SMILE AT THEM - A smile makes you approachable. The Guests will feel comfortable enough to ask a
question or speak to you.
● TALK TO THEM - This does not mean that you will have to have a long conversation; just a pleasant
“Hello” or “Are you having fun today” is a good way to interact with Guests including children.
● THANK THEM - Our Guests come out to our park and spend money because they want to have fun
and make memories. Thanking them shows that we appreciate their business. If they have just exited
your ride, purchased food, or played your game, a simple “Thank you” shows that we appreciate them.

Cliff’s Amusement Park Core Values and Core Focus
Cliff’s Mission Statement
Excel at delivering the ultimate family experience.

Our Core Values
Innovative
• Introducing new ideas; original and creative in thinking.
Respectful
• Treat others how you would want to be treated.
Accountability
• Be responsible for your own actions.
Integrity
• The quality of being honest and having strong moral principles.
o Moral is defined as a person's standards of behavior or beliefs; concerning what is and is not
acceptable for them to do.
Servant Attitude
• To serve others with a great attitude.
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