guest services

 

Objective: Wow with Hospitality

 

WIN (how we know we know we are hitting the objective):

Ensuring attenders are Greeted, Connected, and Directed

 

The Basics

  • Respond to Elvanto email/ text to confirm/ decline serving
  • Communicate to Team Captain when you are unable to be there & input unavailability into Elvanto
  • Be on time to your Call Time

 

The Roster

  • Team Captain: Communication, Appreciation, Pastoring and Training.

PARKING LOT

  • Parking Crew Team Captain: Ensures a simple and easy experience for drivers while creating excitement and a fun environment in Parking Areas. Responsible for Training.

    • PC Assist 1: Ensures a simple and easy experience for drivers while creating excitement and a fun environment in Parking Areas. Directs people down to PC Assist 2.

    • PC Assist 2: Ensures a simple and easy experience for drivers while creating excitement and a fun environment in Parking Areas. Directs people down to PC Assist 3.

    • PC Assist 3: Ensures a simple and easy experience for drivers while creating excitement and a fun environment in Parking Areas. Directs people to their parking spot.

GREETER

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KIDS CHECK-IN

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FINISHING TOUCHES

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NEED TO ADJUST THESE ROLES FOR SERRANO:

  • Greeter-Team Captain

    • Greeter 1: Level 5 - Engages everyone in conversation and creates welcoming environment while SMILING! (Stationed on Level 5 in between Yogurtland and Elevator, but walks 1st Timers to the next connection point)

    • Greeter 2: Level 5 - Engages everyone in conversation and creates welcoming environment while SMILING! (Stationed on Level 5 in between Yogurtland and Elevator, but walks 1st Timers to the next connection point)

    • Greeter 3: Level 6  - Engages everyone in conversation and creates welcoming environment while SMILING! (Stationed on Level 6 in between the elevator and the escalator, but walks 1st Timers to the next connection point)

    • Greeter 4: Level 6  - Engages everyone in conversation and creates welcoming environment while SMILING! (Stationed on Level 6 outside the front doors but visible from Greeter 3 position, but walks 1st Timers to the next connection point)

    • Greeter 5: Level 6 - Engages everyone in conversation and creates welcoming environment while SMILING! (Stationed on Level 6 at front doors, but walks 1st Timers to the next connection point)

    • Greeter 6: Hub - Engages everyone in conversation and creates welcoming environment while SMILING! Takes particular care to make sure people are well-directed. (Stationed inside around The Hub,  but walks 1st Timers to the next connection point)

    • Greeter 6: Host - Focuses on making sure the Cups for a Cause area is prepped, stocked and clean.  Assists people in whatever needs they have in this area.

  • Children’s Check-In -Team Captain- Trains workers on check-in procedure. Is responsible for overall smoothness/effectiveness of Kids Check-In.

    • Check-in Assist 1: properly checks in both regular and first time visitors while being warm and welcoming.

    • Check-in Hosts (G/R)- Walks 1st-timers down the corridor to show them to their kids’ rooms, and explaining drop-off/pick-up procedure.

    • Check-in Assist 2: properly checks in both regular and first time visitors while being warm and welcoming.

    • Children’s Check-in Host 1: Walks 1st-timers down the corridor to show them to their kids’ rooms, and explaining drop-off/pick-up procedure, all while creating a positive connection.

    • Children’s Check-in Host 2: Walks 1st-timers down the corridor to show them to their kids’ rooms, and explaining drop-off/pick-up procedure, all while creating a positive connection.

  • Finishing Touches- Team Captain - Is responsible for the overall set-up of the Corridor by 9am.  Creates a fun environment for people setting up.

    • Kids Check-In  - Sets up computers and printers for Kids Check-In and tests printers before 9am.  Makes sure back-up system is in place.

    • Coffee & Hub  - Brews Coffee/Hot Water and sets up food/coffee area. Stocks The Hub with appropriate marketing materials.

    • Bathroom & DT Check-In - Ensures Dream Team Check-in is prepped and stocked for the Dream Team. Sets up the Bathrooms and ensures cleanliness