1. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Understand the Brand The Key to Creating the Ultimate Guest Experience Understand the Brand The Key to Creating the Ultimate Guest Experience

2. Understanding the Brand – The Key to Creating the Ultimate Guest Experience The Splash Universe TM Brand Identity Branding Essence Escape Branding Personality Sincerity: family-oriented, easy, friendly, caring, helpful, soothing, honest Branding Promise A value in family entertainment

3. Understanding the Brand – The Key to Creating the Ultimate Guest Experience We understand that great service is more than doing what is expected. Unique Brand Attributes Adventure Quest Kids Club TM Quest Cash TM Card - for Arcade Nationwide Centralization Reservation System Adventure Cash TM Card - for Resort Splash University TM What Makes Us Unique?

4. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Creating Memories Customer service that is equal to customer satisfaction does not leave an impression. Memories are created when service stops and caring starts. Determine the guests needs and provide for those needs before the guests realize they have a need.

5. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Creating Memories If we fail to make Mom and Dad happy…

6. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Our Beliefs Exceptional Service Great Products We hire great people who provide great service, which in turn brings back great people to stay at our resort. In our resorts, we upgrade the quality of everything: beds, linens, furniture, televisions, Cable T.V., telephones, pools, meeting rooms, public spaces, etc… We are Award Winners! Mission Statement Through our employees we strive to provide great fun to young families in a safe environment, by offering great service to our resort guests so that their dreams are fulfilled and their expectations exceeded.

7. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Quality and Success

8. Understanding the Brand – The Key to Creating the Ultimate Guest Experience What can you do to impact the success of the park? Look for ways to make the park safe for our guests. If you see an accident waiting to happen, do something about it. Review Emergency Procedures with your Manager or Department Trainer Provide Exceptional Service Using your five senses: Look: water, cords, leaves, or trash Listen: cries, stumbles, and crashes Smell: chemicals and smoke Taste: drink plenty of water and eat on time Touch: slippery surfaces

9. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Who Creates Your Income? Our Resort Guests!

10. Understanding the Brand – The Key to Creating the Ultimate Guest Experience How Important Is One Guest?

11. Understanding the Brand – The Key to Creating the Ultimate Guest Experience How Important Is One Guest? A family of 4 stays once a year for an average of 1.75 nights at an average rate of $160.00 per night. While at the park, each person in the family spends another $14.00 day on food, beverage, gift shop and games. A guest who has at least a good experience will tell an average of 10 people about Splash Universe and an average of 3 of those people will try us out. $378.00 x 3 new guests = $1,134.00 + original guest @ $378.00 = Total = $378.00 $160.00 X 1.75= $280.00 $14.00 X 4 X 1.75= $98.00 $1,512.00

12. Understanding the Brand – The Key to Creating the Ultimate Guest Experience How Important Is One Guest? Now if a guest has less then a great experience… How Much Does That Cost Us…

13. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Say an unsatisfied guest tells 10 other people and they decide to never try us out: $378.00 x 10 = This is only one guest of the thousands that will visit Splash Universe SM. How Important Is One Guest? (money we will never see) $3780.00

14. Understanding the Brand – The Key to Creating the Ultimate Guest Experience How Important Is One Guest? REMEMBER... our guests pay your wages! REMEMBER... our guests pay your wages!

15. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Who Are Our Guests? Where Do Our Guests Come From? What Do Our Guests Want? Families with an average of 2 children, ages 2-12 A 200-mile Radius Around the Park To have a SAFE, FUN, and Affordable Family Experience!

16. Understanding the Brand – The Key to Creating the Ultimate Guest Experience How Do Guests Hear About Us? Radio & T.V. Advertising Web Site Newspaper/Magazine Travel and Tour Info Coupons/Valpak Inserts Email Blasts Direct Mail Word of Mouth Our best source of advertising is… Word of Mouth Accounts for over 75% of business

17. Understanding the Brand – The Key to Creating the Ultimate Guest Experience What Attributes Make Splash Universe Different… Resorts built for families (children between the ages of 2-12) Resort Atmosphere (Hotel Rooms/Food/Activities) Great Parties / Events Family Arcade Cleanliness Nationwide Centralized Reservation System Adventure Quest Kids Club TM Trading Post: Guests Souvenir Swap Exceptional Service

18. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Lifespan of A Guest Experience When does the guest experience start? When they first make their reservation. Where does the guest experience take place? Everywhere – Lobby, Guest Room, Slide Tower, Gift Shop, Arcade, Front Desk, etc. When does the Splash Universe SM guest experience end? Sometimes Right After Departing Sometimes A Day Later Sometimes Several Days Later Sometimes Never!

19. Understanding the Brand – The Key to Creating the Ultimate Guest Experience What Brings Them Back Tomorrow? 1.Exceptional Service 2.Clean, comfortable, safe, family environment 3.Great Hotel Packages 4.Themed Environment: Wow them with over $20 million worth of water park resort amenities 5.More Brand Attributes: Variety of Resort Activities, Birthday Party Options, and Personalized Package Upgrades

20. Understanding the Brand – The Key to Creating the Ultimate Guest Experience What are the Keys to Creating the Ultimate Guest Experience? It is more than a phrase it is caring It is the way you … SpeakCarry Yourself Listen It is the way you come in to the building, leave for the night, interact with guests, talk to each other, cross your arms, it is everything you do in and around the resort!

21. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Exceptional Service We are not employees, we are __________ Everything You Say Everything You Do The Way You Conduct Yourself Is always scrutinized by your guests. ACTORS on a stage.

22. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Examples of Service? Telling a guest to wait!?Playing arcade games on the clock!? Smoking in front of our building!?Sleeping on the job!?

23. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Use Body Language OrdinarySplash Attitude See a guest walkingMake eye contact and use the 10/5 rule 10' or closer – smile and give a greeting 5' or closer- make eye contact and smile Sitting at the greeter stationStanding with hands out of pockets, handing out park info, and smiling Walking by a piece of paper on the ground Stop and pick up the piece of paper on the ground Watching someone leaving the food court loaded with 2 trays of food Offer to carry some of the food for the person. You walk by a table with trash on it.You stop and pick up the trash. You are in the restroom and see used towels on the floor. You pick up the towels and take them out to the proper bin

24. Understanding the Brand – The Key to Creating the Ultimate Guest Experience Take Care of the Small Things the Big Things Take Care of Themselves You Observe:What you can do: A guest trying to push tables together for their family Help them rearrange their tables A guest taking a photo of their familyYou offer to take the picture for them Someone spilling their drinkYou clean it up for them A guest wondering where something is You walk them there instead of just telling them A guest sitting by themselves or acting bored Create small talk with them, say hi, and ask them how their visit is Empty/dirty trays on a table of a guest Ask them is they are finished and offer to clean off their table A child!Get on their level and tell them you like their suit, or their outfit

25. Understanding the Brand – The Key to Creating the Ultimate Guest Experience The Important Thing Is … speaking a greeting in the morning, it is the unexpected act of service during the day, it is showing our joy that they came and inviting them back again.

26. Understanding the Brand – The Key to Creating the Ultimate Guest Experience You Can Dream, Create, and Build The Most Wonderful Place In The World…. But It Requires People To Make The Dream A Reality You Can Dream, Create, and Build The Most Wonderful Place In The World…. But It Requires People To Make The Dream A Reality Walt Disney