2014 Summer Season

- Wizard Wants to Know- Guest Service Excellence Guidelines- Child Interaction- Performance Development Plan- Important Summer Activities

What? Our annual employee surveyWhen? July 7th through July 27th

Why? To get your opinions!How? On the internet, via PIN # supplied by a Lead

Wizard Wants to Know

Important Details:

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

Wizard Wants to Know

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

Wizard Wants to Know

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

Wizard Wants to Know

Would like to know about other department openings.

You said:

We did:- Posted LLC job openings on Chatter in 2013- Posted LLC job openings on new break room monitor in 2014

Wizard Wants to Know

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 ourtrainers 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:- 2014 SOPs and competencies were revised by January 2014- 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

Wizard Wants to Know

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.

Wizard Wants to Know

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

Wizard Wants to Know

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

Wizard Wants to Know

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

Wizard Wants to Know

The Merlin Way

We love what we doWe careWe are innovative and fast moving We do what we sayWe make every £,$,€...count We take ownership

…and we make it fun

Guest Service Excellence

Guest Service Excellence

Think “LAST” firstListenAcknowledge/ApologizeSolveThank

Child Interaction

Who’s the boss???

• Remember what guests expect: Focus on the children!

Turnstiles- High fives- Birthday & 1st

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

Child Interaction

• Remember what guests expect: Focus on the children!

North Gate- High fives- Birthday & 1st

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

Child Interaction

• 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!

Child Interaction

PDPs

Rating System: (1=Needs Improvement, 3=Good Performance, 5=Exceeds Expectations)

End of yearresults

Objective 1: Complete Merlin Internal Audit with zero priority 1 issues for FOH Admissions. Main tasks and actions to support objectivea. Accrue no more than four (4) cash handling occurrences by EOYb. Accrue no more than six (6) coupon/paperwork audit occurrences by EOYc. 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 2014.Main tasks and actions to support objectivea. Submit one (1) near-miss card by EOYb. Complete two separate criteria of the safety award program by EOYc. 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 email.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

PDPs

Rating System: (1=Needs Improvement, 3=Good Performance, 5=Exceeds Expectations)

End of yearresults

Objective 1: Complete Merlin Internal Audit with zero priority 1 issues for FOH Admissions. Main tasks and actions to support objectivea. Accrue no more than four (4) cash handling occurrences by EOYb. Accrue no more than six (6) coupon/paperwork audit occurrences by EOYc. 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 2014.Main tasks and actions to support objectivea. Submit one (1) near-miss card by EOYb. Complete two separate criteria of the safety award program by EOYc. 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 email.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

PDPs

Admissions MC – Seasonal

Customer Excellence - Passionate about delivering memorable experiences/delivering excellent services to customers internallyMC 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 problemsMC 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 resultsMC 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

WWTK - July 7th through July 27th

Hero Dinero Raffle – July 25th 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

Summer Activities