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

Understanding the Brand – The Key to Creating the Ultimate Guest Experience

Understand the BrandThe Key to Creating the

Ultimate Guest Experience

Understand the BrandThe Key to Creating the

Ultimate Guest Experience


The Splash UniverseTM Brand IdentityThe Splash UniverseTM Brand Identity

Branding Essence −

Escape

Branding Personality − Sincerity: family-oriented, easy,

friendly, caring, helpful, soothing, honest

Branding Promise − A value in family entertainment


We understand that great service is more than doing what

is expected.

Unique Brand Attributes

Adventure Quest Kids ClubTM Quest CashTM Card - for Arcade

Nationwide Centralization Reservation System

Adventure CashTM Card - for Resort

Splash UniversityTM

What Makes Us Unique?What Makes Us Unique?


Creating MemoriesCreating 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.


Creating MemoriesCreating Memories

If we fail to make Mom and Dad happy…


Our BeliefsOur Beliefs

Exceptional ServiceExceptional Service

Great ProductsGreat 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 StatementMission 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.


Quality and SuccessQuality and Success


What can you do to impact the success of the park?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


Who Creates Your Income?Who Creates Your Income?

Our Resort Guests!Our Resort Guests!


How Important Is One Guest?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$1,512.00



Now if a guest has less then Now if a guest has less then a great experience…a great experience…

How Much Does That Cost Us…How Much Does That Cost Us…


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 UniverseSM.


(money we will never see)$3780.00$3780.00



REMEMBER...our guests pay your wages!

REMEMBER...our guests pay your wages!


Who Are Our Guests?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!


How Do Guests Hear About Us?How Do Guests Hear About Us?

Radio & T.V. AdvertisingWeb Site

Newspaper/MagazineTravel and Tour Info

Coupons/Valpak InsertsEmail BlastsDirect Mail

Word of Mouth

Our best source of advertising is…

Word of MouthAccounts for over 75% of business


What Attributes Make Splash Universe Different…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 ClubTM

Trading Post: Guests Souvenir Swap Exceptional Service


Lifespan of A Guest ExperienceLifespan 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 UniverseSM guest experience end? Sometimes Right After Departing Sometimes A Day Later Sometimes Several Days Later Sometimes Never!


What Brings Them Back Tomorrow?What Brings Them Back Tomorrow?

1. Exceptional Service2. Clean, comfortable, safe, family environment3. Great Hotel Packages4. 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


What are the Keys 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 …

Speak Carry YourselfListen

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!


Exceptional ServiceExceptional Service

We are not employees, we are __________

Everything You SayEverything You Do

The Way You Conduct YourselfIs always scrutinized by your guests.

ACTORSon a stage.


Examples of Service?Examples of Service?

Telling a guest to wait!?

Playing arcade games on the clock!?

Smoking in front of our building!?

Sleeping on the job!?


Use Body LanguageUse Body Language

Ordinary Splash Attitude

See a guest walking Make 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 station Standing 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


Take Care of the Small Thingsthe Big Things Take Care of ThemselvesTake Care of the Small Thingsthe 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 family You offer to take the picture for them

Someone spilling their drink You 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


The Important Thing Is 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.


“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

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

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