Training Program For Guest Relations.
Day One:
Trainee to be introduced to the background history of Wonderland Sydney with The Australian Wildlife Park.
Trainer to show trainee the location of the staff canteen, toilets, public phones, lockers, etc.
Trainee to be shown around the Front Gate area including:
Ticket Booths
International Tour Groups Window
Guest Relations Window
Wonderpass Redemption Centre
Wildlife Park Admission Turnstile
Also show:
Turnstiles
First Aid
- Guest Relations/Lost Children
Trainer to explain the overall function of these areas.
Trainee to study the park map to develop an understanding of where rides, attractions, and all other facilities are located in the park.
Trainer to introduce trainee to existing staff and supervisors.
Trainer to sit down with the trainee in a quiet location and highlight the Guest Services Guidelines, including all aspects of providing quality guest service.
Trainer to introduce trainee to the overall function of Guest Services including:
Assisting the Queues for Greetings
Opening the Guest Relations Counter
Offering excellence in service
Wonderpasses
FOC Admission
Disabled guest admission
Phone calls
2 Way Radio
Lost Children
Handling guest complaints
Park Walking
Trainer to go through and explain all of the above points to the trainee.
Trainer to take trainee on a park walk. Explain the purpose of and procedure for park walking. Point out all the rides, safety signage, toilets, etc. Take at least 1.5 hours to do this. Trainer to ensure they cover the entire park during this park walk.
Take the trainee to see the Millennium Magic show and Action Man.
Prepared by ‘Train In Solutions’ for Wonderland Sydney
December 2000
Trainer to spend the last two hours of the day in Top Guest Relations and explain the overall function of the area, including,
Float collections
Telephone enquiries
Daily Briefing Sheet
Stroller/Wheelchair Hire
Lost Property
Handling guest feedback, including writing Incident Reports.
Briefly show the Centaman System.
Trainee to observe the trainer perform the closing procedures of Top Guest Relations.
Day Two:
Trainee to continue developing their park knowledge and understanding of the Guest Services Department.
Trainer to show trainee how to open Top Guest Relations including:
Collecting the Floats
Undiverting the phone
Preparing the counter and hire books for opening
Cleanliness of work area
Telephone Etiquette
At Top Guest Relations, trainee to observe trainer serve guests and answer phone calls.
Trainee to observe all operations for Top Guest Relations. Trainer must ensure that they show the trainee how to:
Use the Centaman System and all types of transactions processed here
Use the eftpos machine
Sell Wonderwall Bricks
Hire out strollers and wheelchairs
Wonderpass Admission
Using the two-way radio
Using the phone
Trainer to explain in detail the Lost Property Procedures.
Trainer to explain in detail about handling guest complaints and difficult situations. Explain about the purpose of and how to complete Incident Reports.
Trainer to check how the trainees park knowledge is developing.
Prepared by ‘Train In Solutions’ for Wonderland Sydney
December 2000
Trainee to assist the trainer close the Guest Services Counter including:
Diverting the phone to night mode
Leaving work area clean and tidy
Lights off
Day Three:
Together with the trainer, trainee to open Bottom Guest Relations including:
Collecting the float
Preparing the work area for opening
Serving guests
Answering phone calls
Trainer to show/explain trainee how to do the following at Bottom Guest Relations:
Use the Centaman System for all types of transactions including processing them
Disabled guest admission
Complimentary Letters
FOC admissions
Reversals
Cash Variance Policy
Wet Weather Policy
Return Visit Pass Policy
Telecheck Process
Discount vouchers/tickets
Prepaid tickets
Manual Sales
Trainer to reinforce standards and procedures for dealing with guest complaints and difficult situations, incorporating the Incident Report Form.
Trainer to explain about conducting guest surveys including:
The purpose of surveying
How to approach the guests
Compiling surveys
Trainer to explain to trainee the procedure for ride breakdowns including:
Ride breakdown due to a breakdown
Ride closed due to routine maintenance
Guest response
Attending a ride breakdown – comforting guests
Prepared by ‘Train In Solutions’ for Wonderland Sydney
December 2000
Trainer to explain in detail about the following areas:
Lost Children
Making park announcements/paging guests
Attending to ill/injured guests (appropriate ways of talking to such guests – remaining calm, closed end questions to find out where they feel the pain, etc)
Power failure
Emergency procedures
Together with the trainer, trainee to perform the closing of the Bottom Guest Relations.
Day Four:
Together with the trainer, trainee to assist the queues and greet the guests, and hand out brochures at Front Gate.
Under the observation of the trainer, trainee to operate the Bottom Guest Relations Counter.
Trainer to ensure that the trainee has a complete understanding of all the procedures related to working in Guest Services.
Trainee to complete the day in Bottom Guest Relations with the observation of the trainer.
At the discretion of both the trainer and the trainee, sign off on competency levels for all procedures relating to the role of Guest Services.
Prepared by ‘Train In Solutions’ for Wonderland Sydney
December 2000