This is a short piece (part of a series) that explains what I'd do if I ran a park. (This is just a compilation of some general things that I had. Please don't tear it apart. I'm just 17 so I'm not an expert in any regard).
In this piece, I've decided to focus on meeting expectations. Enjoy!
Transportation:
Ideals:
Clean
Fast
Guest Expectations
Clean:
Guests EXPECT clean and functional parking areas (including trash cans, light fixtures, general areas and seating areas).
Guests EXPECT clean vehicles (including courtesy trams, buses and monorails).
Meeting Expectations:
In order to meet these parking area expectations, I'd implement roaming custodial workers (each assigned to a specific area to be constantly cleaned on a routine basis) to manage trash.
To ensure cleanliness in general areas, minor maintenance periods should be put into place (less than a week and non-obstructive, completed during non-guest hours if possible) to paint railings and signage and clean lighting fixtures).
In order to meet these transportation vehicle expectations, I'd implement semi-roaming custodial workers to clean vehicle interiors (riding vehicles around to clean cabins on a continuous basis (switching from cabin to cabin at each stop on monorail) in order to maintain a clean environment.
Guest Expectations
Fast:
Guests EXPECT efficient and speedy travel.
Meeting Expectations:
In order to meet (and manage) expectations, I'd implement count-down timers at all stops (for buses and monorails) to inform guests about how long they're going to have to wait until another vehicle arrives. This can reduce frustration as guests can rest until their vehicle arrives.
Merchandise
Ideals:
Quality
Inexpensive
Variety
Idea: Merchandise should delight guests. They should be pleasantly surprised about selections, pricing.
Guests EXPECT a variety of merchandise (tailored to each area or resort).
Guests EXPECT value in their merchandise
Meeting Expectations:
In order to meet expectations, I'd reintroduce specific merchandise (tailored to each area or resort) and I'd focus on VOLUME of sales rather than price.
In order to meet value expectations, I'd aim to produce goods of the highest quality at the lowest price (whilst retaining some profit margin per usual).
Customer Service
Ideals:
Attentiveness
Courteousness
Speed
Sincerity
Guest Expectations:
Guests EXPECT quick and courteous service.
Guests EXPECT sincerity in post-accident situations.
Meeting Expectations:
In order to meet expectations, I'd retrain employees in service.
In order to ensure (or encourage) employee use of second-mile service tactics, I'd introduce a tiered pay system based upon observed performance. Those seen performing as expected should be given raises (those who aren't doing so aren't going to receive such raises).
To be continued (focusing on in-park things) later
In this piece, I've decided to focus on meeting expectations. Enjoy!
Transportation:
Ideals:
Clean
Fast
Guest Expectations
Clean:
Guests EXPECT clean and functional parking areas (including trash cans, light fixtures, general areas and seating areas).
Guests EXPECT clean vehicles (including courtesy trams, buses and monorails).
Meeting Expectations:
In order to meet these parking area expectations, I'd implement roaming custodial workers (each assigned to a specific area to be constantly cleaned on a routine basis) to manage trash.
To ensure cleanliness in general areas, minor maintenance periods should be put into place (less than a week and non-obstructive, completed during non-guest hours if possible) to paint railings and signage and clean lighting fixtures).
In order to meet these transportation vehicle expectations, I'd implement semi-roaming custodial workers to clean vehicle interiors (riding vehicles around to clean cabins on a continuous basis (switching from cabin to cabin at each stop on monorail) in order to maintain a clean environment.
Guest Expectations
Fast:
Guests EXPECT efficient and speedy travel.
Meeting Expectations:
In order to meet (and manage) expectations, I'd implement count-down timers at all stops (for buses and monorails) to inform guests about how long they're going to have to wait until another vehicle arrives. This can reduce frustration as guests can rest until their vehicle arrives.
Merchandise
Ideals:
Quality
Inexpensive
Variety
Idea: Merchandise should delight guests. They should be pleasantly surprised about selections, pricing.
Guests EXPECT a variety of merchandise (tailored to each area or resort).
Guests EXPECT value in their merchandise
Meeting Expectations:
In order to meet expectations, I'd reintroduce specific merchandise (tailored to each area or resort) and I'd focus on VOLUME of sales rather than price.
In order to meet value expectations, I'd aim to produce goods of the highest quality at the lowest price (whilst retaining some profit margin per usual).
Customer Service
Ideals:
Attentiveness
Courteousness
Speed
Sincerity
Guest Expectations:
Guests EXPECT quick and courteous service.
Guests EXPECT sincerity in post-accident situations.
Meeting Expectations:
In order to meet expectations, I'd retrain employees in service.
In order to ensure (or encourage) employee use of second-mile service tactics, I'd introduce a tiered pay system based upon observed performance. Those seen performing as expected should be given raises (those who aren't doing so aren't going to receive such raises).
To be continued (focusing on in-park things) later
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