Engaging and Empowering Your Employees

A large indicator of customer satisfaction while they are at your activity center is their interactions with the staff. How your employees connect with customers, as well as how they carry out their responsibilities, can make or break the reputation of your park. You put time and energy into the other aspects of your business, so it only makes sense to do the same for the people who work there. A solid onboarding and ongoing training program not only improves their work performance, but also boosts morale.

Here’s what you should cover in your training:

The first step in empowering your staff is to train them on basic company policies and procedures, expectations and day-to-day responsibilities. Things like dress code, how scheduling works, and other facets of keeping the business running should be covered in onboarding, and ongoing training should be provided if rules are updated or processes change. Assembling an employee handbook allows new employees to review the materials on their own time.

Since your staff is likely on their feet for the majority of their work shifts, using different tools and equipment, hands-on practice can be especially helpful. Be sure to pay attention to different learning styles for each individual, and cater to them as much as possible.

Knowing the business is important for employee performance. Part of that knowledge should include who your customers are. Have your staff put themselves in your guests’ shoes: who are they? Why have they decided to spend their time at your park? What experience do they expect to have? Empathizing with the customer point of view makes for a better employee.

Employee happiness is important, but at the end of the day it’s customer happiness that makes you money. Fortunately, positivity can be contagious. Understanding customers’ needs and wants are one thing, but employees should use that understanding to deliver above satisfactory service to everyone. When guests come to your activity center, they have expectations that are you and your employees’ responsibilities to meet. In order to do so, you have to make it known you are there to help, be aware of  and listen to them.

You want to make sure your employees are not only competent, but friendly and complementary to the entertaining atmosphere you offer with a fun and pleasant attitude. Part of your training should involve inspiring employees to deliver nothing but exceptional service with a smile. Encouraging and inspiring each individual will raise their energy and keep them content to do their job effectively.

Don’t forget that keeping employees satisfied and holding them accountable for their performance should be a continuous endeavor. Investing in the people who allow your business to operate efficiently will reduce turnover and ultimately lead to a better experience for you and your customers.