That s the business part of the amusement business. We need to explain to our respective staff and cast members that the reason they must greet guests with a smile and go out of their way to make them feel special is to create the desire to return to your park again. It is the expectation of happiness and the memory of previous experiences that drives a person back to your park or family entertainment center. And your staff members should know that the ultimate goal of their continuous interactions with your guests is good, enjoyable communication. Some truths may be self-evident, but it never hurts to point them out.
Smiles are universal.
Everyone smiles the same way and everyone understands smiling. That s why we train our staff members to greet guests with a smile. It is rarely misinterpreted and usually receives a smile in return. Surprisingly enough, these ideas must be pointed out and consistently re-enforced in training. Communication is the core of any staff member s interaction with a guest.