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What? Our annual employee survey When? July 7 th through July 27 th Why? To get your opinions! How? On the internet, via PIN # supplied by a Lead.

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Presentation on theme: "What? Our annual employee survey When? July 7 th through July 27 th Why? To get your opinions! How? On the internet, via PIN # supplied by a Lead."— Presentation transcript:

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2 What? Our annual employee survey When? July 7 th through July 27 th Why? To get your opinions! How? On the internet, via PIN # supplied by a Lead

3 Important Details: -Who is my “line manager / supervisor”? -What are “rewards”? -What are “benefits”? -What is Merlin? -What are “visitor attractions”?

4 I would enjoy having more department 'get to know you' type functions. I would like to get to know my fellow MCs; however, I am a mother and cannot do functions in the middle of the night like the younger group of MCs that work here.' You said: We did: -Minigolf at Castle Hill in October’2013 -Summer kick off picnic at Alga Norte Park in June’2014

5 Have an Information booth that they could go to before the get in the turnstiles You said: -Staffed Tike Hike greeter as a trial during Spring Break’2014 -Continued staffing Guest Services queue director during busy periods

6 Would like to know about other department openings. You said: We did: -Posted LLC job openings on Chatter in Posted LLC job openings on new break room monitor in 2014

7 Training needs to be more effective. I believe if we can get accurate SOPs and Competencies then training would be in tip top shape. We also need to have our trainers in tip top shape so that our new MCs can grasp all concepts of the park, yet have fun and create memorable experiences for children and our park guests. You said: We did: SOPs and competencies were revised by January OJTs attended Admissions “Train the Trainer” course in Spring’2014 -OJTS attended HR “Train the Trainer” course in Spring’2014 -Department Orientation had Child Interaction section included in June’2014

8 More training when it comes to ticket window at the water park specially refunds and membership upgrades. thanks. You said: We did: -Increased training time at Ticket Booths from 6 hours to 10 hours -Revised Water Park Ticket Window SOP and Competency -Created permanent full time Water Park Lead position to oversee Water Park training -Created permanent full time Admissions Coordinator position to oversee department training and paperwork.

9 Computer equipment (some dinosaurs still exist), You said: We did: -Cash office desktops replaced in June’2014 -All Dell Point of Sales replaced by brand new Odysse tills in May’2014

10 Being more informed about rules of the park when first starting the job, such as being provided with a packet of park information so that way new employees can better answer guests questions that are commonly asked.' You said: We did: -Starter packet provided to all new MCs in Department Orientation

11 I would change the outfits because they are very outdated, they should be more current You said: We did: -Cabana Hosts received new uniforms for 2014 season

12 We love what we do We care We are innovative and fast moving We do what we say We make every £,$,€...count We take ownership …and we make it fun

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14 Think “LAST” first Listen Acknowledge/Apologize Solve Thank

15 Who’s the boss???

16 Remember what guests expect: Focus on the children! Turnstiles -High fives -Birthday & 1 st Time buttons -Minifigure trading -Greet each child first before adults Tolls -Wave hi and bye -Toll Piece games Parking Lot -Wave hi -Greet kids first -Minifigure trading Ticket Booths -Greet kids -Mention Minifigure trading

17 Remember what guests expect: Focus on the children! North Gate -High fives -Birthday & 1 st Time buttons -Minifigure trading -Greet each child first before adults Membership -Word search -Give pass to kids directly -Buttons Guest Services -Greet kids -Buttons -Provide child- centric guidance on maps Cabanas -Minifigure trading -Know the cabana CHIMA character -Greet kids

18 Any MCs who receive a guest comment related to child interaction will get both Hero Dinero and an extra prize! LEGOLAND is a “country for kids” and we are all its Model Citizens. It is up to us to deliver memorable experiences for every child at LEGOLAND!

19 Rating System: (1=Needs Improvement, 3=Good Performance, 5=Exceeds Expectations) End of year results Objective 1: Complete Merlin Internal Audit with zero priority 1 issues for FOH Admissions. Main tasks and actions to support objective a. Accrue no more than four (4) cash handling occurrences by EOY b. Accrue no more than six (6) coupon/paperwork audit occurrences by EOY c. Accrue no more than three (3) preventable skim occurrences in TB/Tolls by EOY. d. Accrue no more than two (2) voucher occurrences. e. Successfully pass at least two (2) cash handling audits a. b. c. d. e. f. Objective 2: Safety- Achieve Admissions Safety audit score of 90% in Main tasks and actions to support objective a. Submit one (1) near-miss card by EOY b. Complete two separate criteria of the safety award program by EOY c. Complete safety recertification by 4/30 a. b. c. Objective 3: Score at least 92% on FOH Admissions REACT Mystery Visits. a. Achieve one (1) positive Guest comment via survey kiosk, comment form, or . b. Successfully complete one (1) Guest Service Excellence Guideline card. c. Send or receive two (2) STARs. a. b. c. Objective Score (objective score divided by the number of objectives) Admissions MC – PT/FT

20 Rating System: (1=Needs Improvement, 3=Good Performance, 5=Exceeds Expectations) End of year results Objective 1: Complete Merlin Internal Audit with zero priority 1 issues for FOH Admissions. Main tasks and actions to support objective a. Accrue no more than four (4) cash handling occurrences by EOY b. Accrue no more than six (6) coupon/paperwork audit occurrences by EOY c. Accrue no more than three (3) preventable skim occurrences in TB/Tolls by EOY. d. Accrue no more than two (2) voucher occurrences. e. Successfully pass at least two (2) cash handling audits a. b. c. d. e. f. Objective 2: Safety- Achieve Admissions Safety audit score of 90% in Main tasks and actions to support objective a. Submit one (1) near-miss card by EOY b. Complete two separate criteria of the safety award program by EOY c. Complete safety recertification by 4/30 a. b. c. Objective 3: Score at least 92% on FOH Admissions REACT Mystery Visits. a. Achieve one (1) positive Guest comment via survey kiosk, comment form, or . b. Successfully complete one (1) Guest Service Excellence Guideline card. c. Send or receive two (2) STARs. a. b. c. Objective Score (objective score divided by the number of objectives) Guest Services MC – PT/FT

21 Admissions MC – Seasonal Customer Excellence - Passionate about delivering memorable experiences/delivering excellent services to customers internally MC is helpful, attentive, friendly, smiling, exuberant, passionate, and positive. MC provides high level of guest/customer service. Examples: -At least one guest compliment -100% Mystery Visit review -All passing ASAP audits -Complete GSE card Solutions - Indentifies solutions to resolve simple/complex problems MC is an action-oriented problem solver with sound judgment and decision making skills. Examples: -Turn in at least one Near Miss -Suggest one operational improvement Communication - Conveys spoken and written ideas and messages with confidence and clarity. MC openly accepts feedback. MC is a strong communicator, demonstrates sense of humor and develops effective relationships. Examples: -No conflicts with other MCs -No schedule conflicts Engagement - Lives and breathes the Merlin Way either through their own actions or through empowering and motivating others. MC has pride in achievements and a job well done. MC exhibits speed, simplicity, focus and a sense of urgency as needed. Examples: -Complete any opening/closing duties consistently on time -High throughput per hour at Turns, Tolls, Ticket Booths/Windows Attention to detail - Focuses on the details that will help to deliver results MC maintains appearance of work areas and park and performs job tasks to a high level with minimal errors. Complies with policies including safety, wardrobe, grooming, attendance and punctuality. Examples: -No wardrobe violations -No attendance corrective actions -No cash handling CAs

22 WWTK - July 7 th through July 27 th Hero Dinero Raffle – July 25 th and August TBD GSE Card Incentive – ongoing through year Cash Handling Incentive – through Summer Cabana Host Incentive – through Summer Throughput Incentive – last two weeks of August Round Table – Early August LEGOLAND Summer Picnic – September TBD


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