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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
Understanding the Brand – The 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
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 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?
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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.
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
Creating MemoriesCreating Memories
If we fail to make Mom and Dad happy…
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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.
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
Quality and SuccessQuality and Success
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
Who Creates Your Income?Who Creates Your Income?
Our Resort Guests!Our Resort Guests!
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
How Important Is One Guest?How Important Is One Guest?
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
How Important Is One Guest?How Important Is One Guest?
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…
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 UniverseSM.
How Important Is One Guest?How Important Is One Guest?
(money we will never see)$3780.00$3780.00
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
How Important Is One Guest?How Important Is One Guest?
REMEMBER...our guests pay your wages!
REMEMBER...our guests pay your wages!
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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!
Understanding the Brand – The Key to Creating the Ultimate Guest 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
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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!
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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!
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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.
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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!?
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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
Understanding the Brand – The Key to Creating the Ultimate Guest Experience
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.
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